TITLE

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

AUTHOR(S)
Plazibat, Veljko; Krčum, Maja; Skračić, Tomislav
PUB. DATE
June 2015
SOURCE
Nase More;Jun2015, Vol. 62 Issue 2, p53
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
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 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.
ACCESSION #
103607703

 

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