Випуск 20

УДК 656.13:658.56

P. 110-120.

The methodical approach to determination of integrated processes contribution in the quality of motor transport service has been worked out. It is based on identification of discrepancy of the process components with the consumers’ requirements in their «points of collision» with the motor transport enterprise. Such approach allows to analyze the processes that provide the quality of motor transport services from the consumers’ position, identify the most critical ones from the whole list and make proper decisions to achieve the goals in the field of quality.

Key words: process, quality, motor transport service, «point of collision», discrepancy.

KRYVORUCHKO О., Dr., Econ. Sc.,

Kharkiv National Automobile and Highway University