Performance of processes in quality management of wood-processing enterprises

Abstract

A measuring and evaluating of quality are critical factors that are responsible for customer satisfaction. This article deals with the issue of measuring and evaluating of processes’ performance in the quality management of Slovak wood-processing enterprises. A questionnaire method was used at the primary level of information gathering. The questionnaire targeted 300 most significant Slovak wood-processing enterprises. It was found out that the most common methods of measuring and evaluating of processes’ performance in the quality management of Slovak wood-processing enterprises are universal indicators of process performance, indicators for measurement of production and non-production processes and benchmarking. Conversely, the least used methods are EFQM, Six Sigma and process controlling of quality. Based on the analysis of primary and secondary sources, a model for measuring and evaluating of processes’ performance in the quality management system for small and medium enterprises as for large wood-processing enterprises was proposed.

Keywords: Quality management, processes, performance, wood-processing enterprises, model