Випуск 24

УДК 65.018

P. 91-103.

The methodical approach to complex estimation of quality at a motor transport enterprise (MTE) has been developed. It supposes comparison of consumer estimation of quality of motor transport services with the estimation of quality of its forming processes. The proposed methodical approach, as opposed to existing ones, takes into account the influence of the integrated processes on forming the end result and also the effectiveness of every process implementation. The influence of the integrated processes of MTE quality forming is estimated by their contribution (weight) to achieving the end result, which is the quality of motor transport service. The quality of integrated processes realization is estimated by the degree of fulfillment of (external or internal) consumer requirements, absence of risks on requirements nonfulfillment, effectiveness of the process and degree of improvement of the process characteristics. The processes of consumer’s activity, the processes of consumer’s servicing, auxiliary processes, production servicing processes and the processes of manager training are considered among the integrated processes of quality forming at MTE. Realization of this approach will enable to reveal the degree of efforts made by the workers of the enterprise in forming the quality of motor transport services, as well as the basic directions of its improvement.

Key words: quality, quality of motor transport service, quality at MTE, integrated processes, requirements, consumer, estimation.

О. KRYVORUCHKO, D. Sc. (Econ.),

Kharkiv National Automobile and Highway University