The possibilities of development of a model of evaluation of effectiveness of QMS adjusted to the needs of Lithuanian service enterprises are analyzed in this article. In order to achieve the goal the following research methods were used: questionnaire survey of enterprises, structured interview, document analysis, evaluation of the efficacy of processes, expenses for quality, quality culture and enterprise activity compliance with quality standards; for this purpose statistical methods of multidimensional, multi-factorial and correlation regression analysis were used. Research showed that implemented quality standards confirm only high level of the system itself but do not guarantee its efficiency and success. Every effort should be made to ensure practical, but not formal function of the management system. Then it will bring tangible benefit and the results of efficiency measurement will give additional material for strategic planning of an organization. The model of the evaluation of the effectiveness of the implemented quality management system based on the analysis of theoretical data and empirical research was developed and adjusted for the specific needs of service enterprises. Model comprises evaluation subsystems of quality expenses, processes, and quality culture and auditing results. Models also reflects ISO 9004:2010 requirements for the sustained success of the organization that will come into force in mid-2010 and that are not defined in the ISO 9001 standard (e.g., management of financial flows, development of the staff expertise, risk management, assessment of the work environment, process matching, etc.). Since the significance of the individual evaluation criteria used for the assessment of QMS effectiveness differs, weighted coefficient should be used. The proposed model could simplify identification of priority areas for the quality improvement, could help develop the most effective instruments and methods to increase the added value

چکیده

1-مقدمه

تنها فعالیت هایی که ارزیابی و اندازه گیری شده اند قابل مدیریت و کنترل هستند. ارزیابی فعالیت های سازمان بخشی جداناپذیر از عملکرد مدیریت است. از آنجا که نتایج مالی به تنهایی نمی توانند وضعیت واقعی شرکت را منعکس کنند، ارزیابی عوامل موثر بر موفقیت بلند مدت کسب و کار مانند برآوردن نیازها و انتظارات مشتریان، بهبود مستمر و غیره ضروری است. بسیاری از تحقیقاتی که تا کنون انجام شده اند ثابت کرده اند شرکت هایی که سیستم مدیریت کیفیت ایزو 9001 را پیاده سازی کرده اند، مزیت های رقابتی مشخصی به دست آورده اند. با این حال مطالعات کمی دقیقا به روی ارزیابی اثربخشی سیستم مدیریت کیفیت و اطمینان از بهبود مستمر فعالیت های سازمان پرداخته اند...