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master's thesis
Sustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu
2019. urn:nbn:hr:191:000406
Žgomba, Antonia
University of Rijeka
Faculty of Tourism and Hospitality Management

Cite this document

Žgomba, A. (2019). Sustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu (Master's thesis). Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management. Retrieved from https://urn.nsk.hr/urn:nbn:hr:191:000406

Žgomba, Antonia. "Sustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu." Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2019. https://urn.nsk.hr/urn:nbn:hr:191:000406

Žgomba, Antonia. "Sustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu." Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, 2019. https://urn.nsk.hr/urn:nbn:hr:191:000406

Žgomba, A. (2019). 'Sustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu', Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, accessed 20 August 2024, https://urn.nsk.hr/urn:nbn:hr:191:000406

Žgomba A. Sustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu [Master's thesis]. Opatija: University of Rijeka, Faculty of Tourism and Hospitality Management; 2019 [cited 2024 August 20] Available at: https://urn.nsk.hr/urn:nbn:hr:191:000406

A. Žgomba, "Sustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu", Master's thesis, University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:191:000406

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Metadata
TitleSustav upravljanja kvalitetom prema normi 9001 u hotelijerstvu
Title (english)Quality Management System According to ISO 9001 in the Hospitality Industry
AuthorAntonia Žgomba
MentorSlobodan Ivanović (mentor)
GranterUniversity of Rijeka
Faculty of Tourism and Hospitality Management
Opatija
Defense date and country2019-09-24, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Kvaliteta je pojam široke i svakodnevne pojave prilikom obavljanje svake gospodarske djelatnosti. Zbog velikih i učestalih promjena na tržištu, kvaliteta iz svrhe kontrole prelazi u strateški cilj i faktor konkurentnosti. Time ujedno postaje jedno od najvažnijih aspekata poslovanja suvremenog poduzeća. Zbog heterogenosti gostiju, upravljanje kvalitetom u hotelijerstvu smatra se vrlo složenim procesom. Složenost upravljanja kvalitetom kod hotelijerstva dolazi do izražaja kod objedinjenja proizvoda i usluga, a glavni razlog navedenog leži u tome što kvaliteta usluge ovisi o djelatniku koji istu i pruža. ISO standardi, standard upravljanja kvalitetom, standard upravljanja okolišem, te standard upravljanja energijom najrasprostranjeniji su standardi kod hotelskog poslovanja, dok je zakonom nametnut standard sigurnosti hrane HACCP. Kompanija Valamar Riviera d.d. u svojem poslovanju koristi sve navedene standarde; ISO 9001: 2015 standard za upravljanje kvalitetom, ISO 14001: 2015 standard za upravljanje okolišem, te ISO 50001:2011 za upravljanje energijom. Valamar Riviera d.d. uvođenjem sustava upravljanja kvalitetom svojim je gostima omogućio uslugu vrhunske kvalitete i visoke profesionalnosti
Abstract (english)
Quality Management is the wide used term and everyday occurrence in the commercial world. Due to large and frequent fluctuations on today’s market, quality management is transitioning beyond product control, becoming a key strategic goal and a major competitive advantage for companies. Today, quality management has turned into one of the most important aspects of modern business operations. Because of the heterogeneity of guests, quality management in a hotel business is a complex process. The complexity of quality management in hotel industry is reflected in the unification of products and services, the main reason for this complexity of quality depends on the service provider. ISO standards, quality management standards, environmental management standards, and energy management standards are the most widespread standards in hotel business, while the HACCP food safety standard is imposed by law. Company Valamar Riviera d.d. uses all these standards in its business; ISO 9001: 2015 for quality management, ISO 14001: 2015 for environmental management, and ISO 50001: 2011 for energy management. Valamar Riviera d.d. by introducing a quality management system, it has provided its guests with the highest quality service and high professionalism.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:191:000406
Study programmeTitle: Hospitality Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2020-03-23 07:32:01