Tools of Quality in Determining the Characteristics of Services in Maritime Passenger Transport

Veljko Plazibat, Maja Krčum, Tomislav Skračić
2015 Naše More (Dubrovnik)  
The essential purpose of this paper is to show how the tools of quality traditionally used in production processes can be efficiently applied to determining the characteristics of services in maritime passenger transport. Defining the characteristics of services in maritime passenger transport is the key to shipping company's performance and raising competitive advantages of the overall seaborne passenger traffic on maritime markets. The paper is based on the application of the QFD (quality
more » ... he QFD (quality function deployment) method and the Ishikawa diagram as an auxiliary tool in the implementation of the QFD method. The insights achieved in this paper can assist the managers of shipping companies in enhancing the existing and the introduction of new competitive services in maritime passenger transport. Sažetak Temeljni cilj ovoga rada je pokazati kako se alati kvalitete, koji se tradicionalno upotrebljavaju u proizvodnim procesima, mogu učinkovito primijeniti u određivanju karakteristika prometne usluge u pomorskom putničkom prometu. Određivanje temeljnih karakteristika spomenute usluge ključno je za uspješnost brodarskih poduzeća, ali i za podizanje konkurentskih prednosti cjelokupnog pomorskoputničkog prometa na prometnom tržištu. Rad se temelji na primjeni QFD (quality function deployment) metode te Ishikawinog , kao pomoćnog alata u provođenju QFD metode. Dobivene spoznaje u radu mogu biti od pomoći menadžerima brodarskih poduzeća pri unapređenju postojećih i uvođenju novih konkurentnih usluga u pomorskoputničkom prometu.
doi:10.17818/nm/2015/2.2 fatcat:nwr3dmptn5dk5njls6ambyewoq