UPGRADING OF THE QUALITY MANUAL ACCORDING TO STANDARD 9001:2000 IN THE COMPANY APO VIZIJA D.O.O.

Sistem vodenja kakovosti je s svojim udejanjanjem v standardu ISO 9001:2000 učinkovito orodje managementa. Ta standard se je osredotočil na odjemalca, vodenje, udeležbo zaposlenih, procesni pristop, sistemski pristop, nenehno izboljševanje, stvarni pristop k odločanju in medsebojno koristen odnos z dobaviteljem. V pričujoči diplomski nalogi predstavljam Poslovnik kakovosti, ki je zaradi širitve podjetja na več samostojnih poslovnih enot potreben korenite prenove, da bo sistem še vedno deloval kot eno. Potrebno je na novo definirati cilje in naloge vseh udeleženih v poslovnem procesu. Zajeti moramo vse definirane operativne postopke, navodila, kriterije in odgovornosti za delo v vseh fazah poslovnega procesa v podjetju Apo vizija d.o.o.. Tudi v računovodski dejavnosti je na trgu velika konkurenca. Potrebno je spremljati zahteve trga in poslovnega okolja, se nenehno izboljševati na vseh področjih poslovanja, da bi podjetje lahko ostalo konkurenčno. Cilj naloge je torej prenova obstoječega Poslovnika kakovosti in prilagoditev na novo poslovanje. Predstavila bom posamezne poslovne procese in odgovornosti vseh, ki sodelujejo v tem poslovnem procesu. Definirala bom odgovornosti vodstva in vseh zaposlenih. Na koncu je vedno najbolj pomemben kupec, da je le-ta zadovoljen z opravljenimi storitvami. Če bo sistem potekal tako, kot ga bomo zastavili bodo kakovostne storitve opravljene hitreje, prihranili bomo na času, s tem povečali število strank in pripomogli k donosnosti ter dobremu imenu podjetja. Izvedla sem analizo o zadovoljstvu naših kupcev na osnovi poslane ankete. Rezultati so zadovoljivi, najbolj pomembno je, da nam stranke popolnoma zaupajo. Vse kar mora podjetje storiti, če želi uspeti, je to, da si vsi zaposleni vzamejo čas za razumevanje filozofije kakovosti, da poučijo o tem druge in da vztrajajo pri prepričevanju, kajti sodelavce je potrebno za kakovost pridobiti in ne prisiliti.The quality management system, defined by standard ISO 9001:2000, is an efficient management tool. This standard is focused on customers, management, employee participation, process and systematic approach, constant improvement, practical approach towards decision making and a mutually beneficient relation with the suppliers. In view of our company’s recent division into several independent offices, the quality manual, presented in this thesis, needs to be thoroughly examined and revised in order for the system to continue functioning as a well-defined integrity. The aims and tasks of all persons involved in the business process need to be redefined. It is important to include all the established operational procedures, instructions, criteria and responsibilities that form an indispensable part of the business process implemented in company Apo vizija d.o.o. The market of accounting services is highly competitive. It requires close attention to the demands of the business environment and a constant improvement in all business areas if a company wants to remains competitive. Therefore, the aim of this thesis is to revise the existing quality manual and adapt it to the changes in the way business is conducted. I will present individual business processes and obligations of the participants involved in a business process. The responsibilities of the management and all employees are defined. The final aim is customer satisfaction with the services performed. If the system is properly upgraded, a company is able to save time, offer quality and fast services, increase the number of its clients and thus contribute to the company\u27s profitability and good reputation. I have conducted and analysed a customer survey. The results are quite satisfactory, and most importantly, our clients have explicitly expressed their trust in us. If a company strives towards success, it is essential that its employees understand the importance of quality and teach others how to use it. This should be done constantly and consistently because people need to become familiar with the benefits of business, they cannot be compelled to accept it