Continuous improvement of product and service quality by implementing staff development strategy. Case study S.C. Redplast S.R.L

• Author: Madar A.
• Pages: 129-138

Bulletin of the Transilvania University of Braşov

Series V: Economic Sciences • Vol. 9 (58) No. 1 - 2016

Continuous improvement of product and service

quality by implementing staff development strategy.

Case study S.C. Redplast S.R.L.

Anca MADAR1

Abstract: Quality of products / services is key to organizational success. For this quality to

be appreciated by customers, the organization must implement a number of quality

strategies. These include the organization staff’ development strategy. The staff has an

important role in achieving product and services quality, but also in improving the quality of

all organization’s activities. This paper presents a plan for staff training to SC REDPLAST

S.R.L.Braşov as a strategy within the quality management system.

Key-words: quality, products/services, strategy, staff development

1. Introduction

Quality defines a set of properties and characteristics of a product / service that helps

satisfying customer requirements. According to ISO 9000: 2000, quality is "all the

features of an entity that gives it the ability to satisfy expressed or implied needs".

Quality management, according to ISO 9000: 2000, coordinates activities to direct

and control an organization with regard to quality. The client wants to have

confidence in the company's ability to provide the required quality and to maintain

this quality (Neacşu N.A., 2015).

At the organizational level, achieving quality requires:

– Identifying customer needs;

– Correct reflection (by design) of these needs in product features;

– The technological ability of the company to achieve above mentioned features

– Adequate training of operational and management staff;

– A performance inspection for maintaining the planned level of quality;

– Identification of deviations and their fixing;

– Use by the organization of some mechanisms enables to continuous improvement

of processes, products, structures, labor, so that to achieve the highest level of

quality (Olaru, 1999).

1 Transilvania University of Braşov, ancamadar@unitbv.ro