KARAKTERISTIKE ZAPOSLENIH KAO FAKTOR UNAPREĐENJA KVALITETA POSLOVANJA.

EMPLOYEES' CHARACTERISTICS AS A FACTOR OF BUSINESS QUALITY IMPROVEMENT.

The word quality is usually associated with the quality of products, processes or business operations. However, quality can be seen at the level of employees as individuals. This kind of quality is known as personal quality. The main assumption of this paper is that the quality of employees, as individuals determines the quality of business, as a whole. The aim of this paper is to show that the self-evaluation and self-control of employees represent the basic condition and the first step towards personal quality improvement. This paper briefly presents a model of modern quality management, which emphasizes the importance of personal quality. Before demystifyng personal quality, the paper points out employees' contribution to business improvement. Finally, the last part of the paper refers to the research results concerning presence of certain elements of quality management model in Serbian enterprises, as well as the contribution of personal quality to implementation of the mentioned model. [ABSTRACT FROM AUTHOR]

Kada se govori o kvalitetu, obično se ima u vidu kvalitet proizvoda, procesa ili poslovanja preduzeća. Kvalitet se, meñutim, može posmatrati i na nivou zaposlenih kao pojedinaca. U tom slučaju govori se o ličnom ili personalnom kvalitetu. U radu se polazi od pretpostavke da je kvalitet zaposlenih, kao pojedinaca, determinanta kvaliteta poslovanja preduzeća kao celine. Cilj rada je da pokaže da je samoevaluacija i samokontrola zaposlenih uslov i prvi korak ka unapreñenju ličnog kvaliteta. U radu je ukratko prezentovan jedan od savremenih modela upravljanja kvalitetom koji upravo ističe značaj ličnog kvaliteta. Pre demistifikovanja ideje ličnog kvaliteta, u radu se ukazuje na doprinos zaposlenih (kao pojedinaca) unapreñenju kvaliteta poslovanja. Konačno, poslednji deo rada prikazuje rezultate istraživanja zastupljenosti pojedinih elemenata modela upravljanja kvalitetom u preduzećima u Srbiji, kao i doprinosa ličnog kvaliteta implementaciji navedenog modela. [ABSTRACT FROM AUTHOR]

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