Veiklos kokybės, pasiekimų ir tobulinimų sistemos pagrindimas

• Slatkevičienė, Giedrė
• Vanagas, Povilas

LTPasaulinėje praktikoje organizacijos, kurios vadovaujasi visuotinės kokybės vadybos filosofija, Pripažįsta, jog vienas iš svarbiausių veiksnių, nulėmusių jų sėkmę, yra nepertraukiamo savo veiklos tobulinimo užtikrinimas. Nepertraukiamam tobulinimui užtikrinti, savo ruožtu, organizacijoje reikia sistemingai išmatuoti ir įvertinti savo pastangas kokybiškai veikti, veiklos pasiekimus, veiklos tobulinimo pastangas ir pasiekimus. Veiklos pasiekimų matavimo ir įvertinimo problemos aktualumą akcentuoja ir Lietuvos pramoninkai, siekiantys nacionalinio kokybės prizo, ir įmonių veiklos kokybės vertintojai. Straipsnyje apibrėžtos veiklos kokybės, veiklos pasiekimų matavimo ir įvertinimo sąvokos, išanalizuota pasaulinė sistemingo veiklos pasiekimų įvertinimo praktika, pagrįsta mokslinių tyrimų metu sukurta organizacijos veiklos kokybės, pasiekimų ir tobulinimo pasiekimų matavimo sistema. [Iš leidinio]Reikšminiai žodžiai: Kokybės matavimo sistema; Komercinės veiklos tobulumas; Veiklos efektyvumo vertinimo sistema; Veiklos kokybė; Visuotinė kokybės vadyba; Visuotinės kokybės vadyba; Business excellence; Performance efficiency measurement system; Quality business; Quality measurement system; Total quality management.

ENCompanies in Western countries that have implemented total quality management philosophy acknowledge one of the most important factors of their success to be the implementation of continuous unprovement principle. One of the aids for implementation and survival of continuous improvement is performance measurement system that enables enterprise to measure and assess its approach to business excellence, its performance, and continuous improvement performance on continuous basis. During the conversations with representatives of Lithuanian companies that strive for National Quality Prize (NQP), it became obvious that there was the lack of knowledge in performance measurement in Lithuania. As a result of literature review it is noticed that existing Performance measurement systems have two important drawbacks: they lack methodology for measuring business excellence, performance, and continuous improvement performance (BEPCIP) on continuous basis and there is no clear flowchart to measure BEPCIP in consequent order. Therefore, the research objective is to develop BEPCIP measurement system that has no above mentioned drawbacks. In order to attain the objective, the following tasks were solved: – the concept of business excellence was defined, – the concepts of measuring and assessing performance, business excellence were analysed, – the existing performance measurement systems were analysed, classified and compared, revealing main advantages and drawbacks, – BEPCIP measurement system that enables enterprises to measure their performance consequently and on continuous basis.The basic conclusions of the research are as follows: – the most comprehensive definition of business excellence is of European foundation for quality management (EFQM) excellence model, – the process of performance assessment comprises the following steps: information gathering by measuring performance and by qualitative research, information assessment by direct and indirect methods, – the function of total quality-based performance measurement system is to combine all measures that are developed at a company, – as a result of analysis of existing performance measurement systems, it was noticed that none of them met the requirements for advanced performance measurement systems, – as a result of analysis of existing performance measurement systems, it was noticed that none of them proposed the methodology to assess performance on continuous basis and consequently. – on comparing the existing performance measurement systems, it was noticed that the EFQM excellence model met the requirements for advanced performance measurement systems in the best way, – based on the best practice of existing performance measurement systems, BEPCIP measurement system was developed. It has no identified drawbacks and integrates the best features of existing performance measurement systems. [From the publication]