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Theoretical and Applied Economics
No. 10 / 2011 (563)

Identification of Critical Points in the Quality Management System

Babeş-Bolyai University, Cluj-Napoca

Abstract. Creating a quality management system can help organizations and other stakeholders in satisfying customer needs and expectations. Moreover, a well-implemented quality management ensures the organization a capable structure to make continuous improvement actions. Thus, after the evaluation of the quality management system elements, the identification of critical points is a very important element. There are several ways of assessing and identifying these critical points; in this case, identification will be done by questionnaire survey carried out at the Székely National Museum in Saint George. The questionnaire aimed to assess the whole system of management and staff attitudes towards some considerations established by international standard ISO 9001:2008.

Keywords: quality management system; visitor satisfaction; management responsibility; resource management; social-economic development.

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