QUALITY COST MANAGEMENT SYSTEM IN CROATIAN AIRPORTS
|
|
- Christine Rice
- 6 years ago
- Views:
Transcription
1 Izvor: 2nd International M-Sphere Conference for Multidisciplinarity in Science and Business, Book of Proceedings, M-Sphere, Dubrovnik, 2013, p ISBN QUALITY COST MANAGEMENT SYSTEM IN CROATIAN AIRPORTS Mr. sc. Gabrijela Špoljar Zagreb Airport, Ltd., Zagreb, Croatia Dr. sc. Miroslav Drljača Zagreb Airport, Ltd., Zagreb, Croatia Dr. sc. Diana Plantić Tadić VERN University of Applied Sciences, Zagreb, Croatia ABSTRACT Quality cost management presents significant challenge for managers at Croatian and other airports. The former way of measuring business perfomance was based on passenger traffic, cargo traffic, aircraft traffic and financial results, without the analysis of impact of quality costs on business results. The cost which was produced due to (non)quality has not been recorded at all, and the lack of managers' knowledge of the content and structure of quality costs and the possibility of applying modern methods of quality cost tracking presented a considerable problem, which in turn prevented a satisfactory quality cost management. As a specific type of cost, the quality costs represent a certain financial reserve that we can define and direct to business activities. These can then contribute to competitiveness, which is very important in the present recession period. It is recommended to improve characteristics of airport management system by the implementation of ISO 9001 norm requirements, which are the necessary infrastructure for building a quality cost management system. The research, as the platform for this paper, is focused on the development degree of quality cost management systems at the Croatian airports. In the research we used scientific cognitive methods with emphasis on statistical method, comparative method, as well as on the methods of induction and deduction. Primary research was conducted at the seven airports in Croatia: Dubrovnik, Osijek, Pula, Rijeka, Split, Zadar and Zagreb. The research results show the implementation and certification phase of ISO 9001:2008 quality management system, as well as the development degree of quality cost management systems at the Croatian airports. Key words: Quality, Croatian airports, Quality costs, Quality cost management 1. INTRODUCTION The main objective of the management of airports in the current development model is the business excellence while ensuring required quality of rendered services. In doing so, one of interesting areas to explore is the area of quality costs which can be optimized through planned activities without adverse effects on the achievement of the mission, as well as short-
2 and long-term management objectives. The activities of business processes as a result have usefull effects that contribute to the quality of service, but the result of business processes are also negative effects. Improving business processes through implementation of improvement measures which also include optimization of the quality costs is considered to be a logical decision. This approach is considered to be usefull for improvement of the current situation in the Croatian airports where the streamlining and optimization of the quality costs in business processes is not considered in appropriate manner. 2. QUALITY COST MANAGEMENT IN CROATIAN AIRPORTS It is necessary to reach the stage of quality cost management to fulfill the requirements of all stakeholders. On one hand, for the owners of airports it means achieving and securing profitable business, while on the other hand, users of airports expect a satisfactory level of service quality Conceptual definition of quality costs Quality costs are the costs incurred while ensuring satisfactory quality and gaining confidence in it, as well as losses suffered when the level of quality was not achieved. It is basically divided into: the costs for quality (with associated forms of prevention and appraisal costs) and the costs of non-quality (with associated forms of internal failure costs and external failure costs). Structural classification starts with basic division within the group of quality costs, and further subdivision into cost groups: TG 1 Prevention costs, TG 2 Appraisal costs, which comprise costs for quality, and TG 3 Internal failure costs, TG 4 External failure costs, which make the costs from (non)quality ISO 9001:2008 quality system in Croatian airports Achieving the required quality, as an unavoidable concept in achieving competitive advantage, and achieving higher revenues than costs with the aim of ensuring profits is not an easy task for the management of airports. In order to prove quality, among others, the management may make a strategic decision to establish a quality management system in accordance with the requirements of the international standard ISO 9001:2008. The reason for this might be that this international standard promotes the acceptance of the process approach when development, application and improvement of effectiveness of the quality management system increases the satisfaction of customers/users by fulfilling their requirements, or by fulfilling required levels of service quality. From the aspect of quality cost management, one of the requirements of this International Standard is monitoring and measuring the quality costs in the organization as evidence of continuous improvement, through development of a system for quality cost monitoring. According to the research results, process-oriented domestic airports are a minority, with the exception of two airports which have, through an introduction and confirmation of the quality system in accordance with the requirements of ISO 9001:2008, proven the transformation of the business system to process orientation. Two certified airports in Croatia have attempted to determine the quality costs, although only one of them was able to determine and classify the structure of the quality costs. 1 Miroslav Drljača, Small Encyclopedia of Quality, Part V Quality costs, Oskar, Zagreb, 2004, p
3 According to the responses, the reasons for the failure to establish and track quality costs are found in a lack of management education on quality costs. In circumstances when airport services market should go through the process of liberalization, that is, when the airport should accept competition, the lack of application of this managerial tool represents an untapped opportunity in the optimization of resources in order to optimize the quality costs, and thus to reduce total costs of an organization. To successfully manage the quality costs, airports should realize few assumptions: 2 1. Implement and certify quality management system according to the International Standard ISO 9001: Develop and adopt a system of quality cost management. 3. Develop documentation infrastructure, with the established and accepted methodology system encompassing quality costs. 4. Implement a system of quality cost management. 5. Analyze system performance. 6. Continuously implement improvement measures. 7. Continuously educate management Normative base for encompassing quality costs International Standard ISO 8402:19943 in section 4.2 states that quality costs include all costs incurred by undertaken activities in making decisions about the quality. The obligation of the business system is to choose a system and method of calculating costs, which will be most suitable for monitoring the quality costs, with the aim to ensure relevant information base for quality management. Each airport should classify quality costs in accordance with their specific operations while it can choose the model that seems the best solution for quality cost monitoring in that airport. International Standard ISO 10014:19954 is based on regulating the need to monitor the quality costs in all business processes and activities in an organization in such way that the quality costs are monitored during the research and product development, through the production or the provision of services process, to the sales process and the benefits expected the customer from products or services. Particular emphasis is placed on the guidelines prescribed by the International Standard ISO 9001:2008 which require that the top management integrates organizational strategy with the quality management, with a particular focus on business processes and on the increase in customer satisfaction. The organization must provide the necessary material, financial and human resources with the aim of development of the system and achieving total quality. Planning and supervising are regarded as feedback through developed communication with suppliers or customers, while rationalization through investment in systematic improvement of quality and cost reduction resulting from (non)quality. Unlike the ISO 9001:2008 standard, which refers to setting up and managing quality system, ISO 9004:2009 standard places an obligation on the reporting of the financial effects of quality management through the preparation of information on incurred quality costs in certain activities and business processes. In order to raise quality and reduce costs due to (non)quality, airports should manage quality costs, but such a positive managerial endeavor is unthinkable without trained staff and implemented system for encompassing quality costs. 2 Miroslav Drljača, Small Encyclopedia of Quality Part V Quality costs, Oskar, Zagreb, 2004, p Quality management and quality assurance Vocabulary: ISO 8402:1994; EN ISO 8402: ISO/TR Technical report, Guidelines for managing the economics of quality
4 Experience with managing the quality costs in the Zagreb Airport shows that there was no data on the quality costs in the first phase of encompassing, although they are present in significant amounts. Afterwards, the phase of their recognition and classification in cost groups follows (TG1, TG2, TG3, TG4). 5 After those first initiatives which recognize almost all existing quality costs, the development of documentation infrastructure will commence to enable their systematic monitoring and analysis. In the last phase, we come to the stage of quality cost management, using different methods, which will ensure necessary management information for decision-making with the aim of optimizing the quality costs. 3. AIRPORTS IN CROATIA Airports are organizations in which demand and supply of services meet while their market position is largely determined by the influence of historical, geographical and political factors Conceptual definition of airport Under the Croatian law, airport is a space open to the public air transport, comprised of certain areas, with operational surfaces, facilities, equipment, machinery, installations and equipment, intended for movement, takeoff, landing and parking of aircraft, and handling of aircraft, passengers, baggage, cargo, mail and other materials. 6 Regulation on airport charges defines an airport as an area on the ground specially adapted for the landing, taking off and maneuvering of aircraft, including associated facilities, equipment and devices designed for air traffic and the provision of services and facilities, resources and equipment to assist in the provision of commercial air transportation services. 7 The Republic of Croatia, according to the number of airports and ports open to international air traffic, is among most developed countries of the world. In Croatia, there are seven international airports in operation. The airports are: Zagreb, Split, Dubrovnik, Pula, Rijeka, Osijek and Zadar, among which the Zagreb Airport and Osijek Airport are located in the continental region, while the other five airports are located along the coast. There are about 1200 airports worldwide 8 which mean that Croatian airports represent about 0.8% of all the airports in the World. On an annual basis, there are around 6 million passengers travelling through Croatian airports, while there are about 3.4 to 4 billion passengers worldwide. According to the size of the infrastructure, the number of passengers and the number of operations, the largest airport in Croatia is the Zagreb Airport, which is also the domicile airport of the national air carrier Croatia Airlines, as well as an air base of the Croatian Air Force. Airports, as well as other organizations, should be viewed as a management system, with all its structural elements. 9 That is important for the understanding of the quality management system as well as subsystems and the process approach. 5 Miroslav Drljača, The quality costs of airports, Collection of Papers XVIII. International Scientific Symposium Transport Systems 2011, Croatian Scientific Society for Transport, Vol. 1, Zagreb, Opatija, 2011, p Law on Airports, NN 19/98 and 14/11. 7 Regulation on airport charges, NN 50/ Miroslav Drljača, Modeling of integrated management systems, Proceedings of the 11th Croatian Conference on Quality and 2th symposium innovative application quality, Croatian Society for Quality, Zagreb, Vodice, p. 31.
5 3.2. The ownership structure of airports in Croatia From the ownership perspective, the Republic of Croatia is 55% equity owner, while the county and local governments are owners in the following percentages: 10 - Airport Zagreb Ltd. with headquarters in Zagreb: Zagreb County 5%, City of Zagreb 35%, City of Velika Gorica 5%. - Split Airport company with headquarters in Kaštela: Split Dalmatia County 15%, City of Kaštela 15%, City of Trogir 10%, City of Split 5%. - Dubrovnik Airport Company headquartered in Čilipi: Dubrovnik - Neretva County 20%, City of Dubrovnik 10%, the municipality Konavle 15%. - Pula Airport Company with headquarters in Pula: Istria County 15%, City of Poreč 15%, City of Pula 8%, City of Labin 3%, City of Rovinj 2%, City of Pazin 1%, City of Buje 1%. - Airport Rijeka Kvarner Riviera Company with headquarters in Rijeka: Primorje - Gorski Kotar County 20%, City of Rijeka 10%, City of Krk 4%, City of Crikvenica 4%, City of Opatija 4%, Municipality of Omišalj 3%. - Osijek Airport with headquarters in Osijek: Osijek Baranja County 20%, City of Osijek 25%. - Airport Zadar with headquarters in Zadar: Zadar County 20%, City of Zadar 20%, Municipality of Zemunik Donji 5%. The owners are expecting a positive economic and social impact through activities of its airports. Interests that are in conflict with the goals of the airports are the absence of significant changes in the policies of the city councils in key areas related to air travel, and specific spatial constraints for expansion of airports to provide better quality of service. To many foreign visitors, airports are the first points of contact with Croatia and its culture, so modernization is one of the main interests of each airport, as well as transformation into an important strategic platform of economic and social development of the cities. 4. SUBJECT, METHODS AND OBJECTIVES OF RESEARCH The subject of research is the level of development of quality cost management systems in Croatian airports. Primary data was collected through the questionnaire method, while a way of communication with the respondents was an administration of a questionnaire answered by selected top experts and key quality managers (where applicable) employed at seven international airports in Croatia, which make the intended sample for this study: Zagreb Airport, Pula Airport, Zadar Airport, Split Airport, Dubrovnik Airport, Osijek Airport and Rijeka Airport. Data collection was carried out in July and August of The survey instrument was a questionnaire which included open-ended and closed-ended questions. The objectives of this research can be classified into two groups: Determining a degree of implementation and certification of quality management system ISO 9001:2008 in airports in Croatia. Determining the level of development of quality cost management systems at airports in Croatia. 10 Law on Airports, NN 19/98 and 14/11.
6 4.1. Limitations of the survey For the conclusions of this study to be used effectively, it is necessary to specify certain limitations of the study which can be classified into several categories. One limitation was the size sample, since there are only seven airports in Croatia open to domestic and international traffic. Thus, it was not possible to have any effect on the size of the sample. Another limitation was that managers employed within different levels of organizational structure at domestic airports responded to the questionnaire. A third limitation was a fact that, depending on the managerial level, there was a different level of awareness of the quality management system, and consequently on the quality costs. The fourth limitation was related to the fact that some results were taken with some reserve because of partial answers to some questions. Notwithstanding the above limitations, collected data represent the entire population, and as such are useful for drawing conclusions about the assessment of the level of certification and implementation of International quality management system ISO 9001:2008, as well as determining the stage of development of the quality cost management system in the Croatian airports. 5. RESULTS Based on the results of seven surveyed airports in Croatia, the survey shows that 29% (2 airports) implemented the quality management system ISO 9001:2008, 14% or 1 airport has partially implemented the system, and that remaining 57%, i.e. 4 airports have not implemented quality management system ISO 9001:2008 at all. Furthermore, only 29% (2 airports) have a certified quality management system ISO 9001:2008, while other 71% (5 airports) have not. Meanwhile, 29% certified airports in Croatia (2 airports) have attempted to determine the quality costs, although only one airport (14%) has managed to identify and determine the structure of the quality costs. It can be concluded that at the airports, that have a certified quality management system ISO 9001:2008, there is a greater degree of awareness on the importance of quality costs management system. In 86% of surveyed airports in Croatia (6 airports), the management does not have a full knowledge on different types of quality costs. The reasons for this, according to the answers of the survey, are found in insufficient education about the quality costs. The purpose of quality cost management techniques is to provide tools that facilitate implementation of quality improvement activities. 11 This observation leads to the conclusion that the management of airports in Croatia are not sufficiently educated on the subject of quality costs, and consequently neither are the employees who participate in the production of costs, and they do not use a system of quality cost management as a tool for management of the system. Quality costs have not been determined or have not been fully determined by 71% of surveyed airports in Croatia (5 airports). The fact that out of seven airports in Croatia, in only three (43%) there were attempts to determine the level of quality costs, and that in only one airport, or 14%, the management identified quality costs and their structure, and that they were not surprised with the established level of costs. According to the research conducted so far in Croatia, quality costs 11 Jack Campanella, Principles of Quality Costs, Third Edition, ASQ Quality Press, Milwaukee, Wisconsin, 1999, p. xvii.
7 are on average 7.8% of the total annual expenditures, while the structure of total costs, according to the answers of surveyed participants is 60% due to the costs of quality, and 40 % due to the costs of (non)quality. These results show that most of the management in Croatian airports does not use quality costs as a system management tool. The goal towards which the airport management should strive to is optimization, or an achievement of a balanced relationship between quality costs and the level of quality of the results of business processes. Figure 1 shows the Characteristics of optimum quality costs in airports. Figure 1: Characteristics of optimum quality costs in airports. Costs Total quality costs Neutral zone Mandatory improvements area Unnecessary enforcement area Minimum quality NQC > 70% CQ > 10% 100% Wastes Optimum point Balanced ratio of costs (50%:50%) Maximum quality NQC < 40% CQ > 50% Satisfaction 100% Quality CQ = costs of quality NQC = (non)quality costs Source: Miroslav Drljača, Small Encyclopedia of Quality, Part V Quality costs, Oskar, Zagreb, 2004, p Figure 1 shows that the optimum point is located within the neutral zone. In this case, the airports in Croatia, in relation to the optimum point, are in the mandatory improvements area since, according to the results of the research, the costs of quality amount to 60% on average, while the (non)quality costs amount to 40%. Thus, the optimum point has not yet been reached. After the optimum point, the airports will enter an area where the level of quality is good, but there is a potential risk that the costs for quality increase without control through excessive investments into prevention and testing, i.e. through high costs of implementation and maintenance of quality systems, as well as through high costs of testing and control. After the optimum point, it is no longer necessary to push for investments through quality costs without proper review, since this would mean that the costs for quality could turn into costs for (non)quality. In the case that the costs for quality would be reduced by 5% 10%, and the costs for (non)quality would be less than 50%, the neutral zone would be reached. Since it is difficult to achieve the optimum point and a balanced relationship between the costs for quality and the costs from (non)quality at the level of 50%:50%, even a nearly balanced relationship can be considered a success. When a point of optimum quality
8 costs is reached, the airport achieves extra profits. At the same time the optimum point represents a suitable time to start new projects, and in the event that there are none, the operations around the optimum point should be ensured through continued controls. Undesirable scenario is that when the costs of (non)quality increase to more than 70%, and the costs for quality are less than 10%. This is an area of minimum quality, or the area of mandatory improvements, which should be achieved by investing in the quality through costs for quality and through a reduction of costs from (non)quality, thus reducing the overall costs of quality CONCLUSION Management of the airport system is a fundamental task of management. Since the airport management system is structured from necessary elements without which the system would not exist, and each of these structural elements depends on functioning of all other elements, the management is expected to be successful in coordinating the activities of all participants in the system. In doing so, the management must continually manage the organizational structure of the airport, the business processes and the human resources, in order to ultimately ensure a profitable business. In order to achieve established general and specific management objectives, a preference should be given to the process-oriented organization of airport and to the process approach to management because this concept allows for better understanding of customer/user requirements and better fulfillment of those requirements. Such approach requires a transformation of functional to process-oriented organization of an airport whose structure is based on business processes, while proving a process structure and process approach of an organization is evidenced by meeting the requirements of the International standard ISO 9001:2008. Management of a process-oriented airport means for the airport management and the management of processes to establish a dominant control over all process parameters and management systems. Process structure as a structural element of management system cannot exist without coordinated management of numerous interactions between different types of business processes. In doing so, it is not enough just to manage core business processes even through the result is directly confirmed by the market, but also to manage support processes, and processes of measurements, analyses and improvements. To measure, analyze and implement improvements is impossible without qualitative and quantitative data which are produced by a developed system for capturing quality costs as a component of total costs in airports. To make this possible, an airport needs to establish and implement a quality costs management system which will ensure adequate information for the management of business processes, expresses in qualitative and quantitative terms, so that decisions are based on facts. On one hand, this complex process requires appropriate documentation infrastructure that will be adequate for the needs of the airports, while on the other hand, the competence of employees has a decisive role in management of the quality costs. In doing so, especially significant is a development of a quality costs accounting and quality costs controlling which have a task to provide relevant and timely information to the management of business processes and management of the airport. Normative base for monitoring the quality costs is found in international standards: ISO 8402:1994, ISO :1994, ISO 10014:1995, ISO 9001:2008, ISO 9004: Miroslav Drljača, Small Encyclopedia of Quality Part V Quality costs, Oskar, Zagreb, 2004, p
9 Changes that will occur due to market liberalization of ground handling services will significantly affect the current way of operating airports, both in Croatia and in the EU member countries. Airports in Croatia should anticipate restructuring in a way that will enable an introduction of competition, particularly in the provision of ground handling services. In the newly found conditions of business operations, the competitiveness is manifested through the ability to meet the requirements of all stakeholders, while quality costs have a significant impact on the improvement of performance of the quality management systems through a measurement of the degree of reliability of business processes, customer/user satisfaction and consequently through better business results. 7. REFERENCES 1. Campanula, J., Principles of Quality Costs, Third Edition, ASQ Quality Press, Milwaukee, Wisconsin, USA, Drljača, M., Small Encyclopedia of Quality Part V Quality costs, Oskar, Zagreb, Drljača, M., Modeling of integrated management systems, Proceedings of the 11th Croatian Conference on Quality and 2th symposium innovative application quality, Croatian Society for Quality, Zagreb, Vodice, Drljača, M., The quality costs of airports, Collection of Papers XVIII. International Scientific Symposium Transport Systems 2011, Croatian Scientific Society for Transport, Vol. 1, Zagreb, Opatija, Central Bureau of Statistics, Croatian, statistical reports, Zagreb, ISO/TR Technical report, Guidelines for managing the economics of quality. 8. Quality management and quality assurance Vocabulary: ISO 8402:1994; EN ISO 8402: Regulation on airport charges NN 50/ Law on Airports, NN19/98.
METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL INDUSTRY
METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL INDUSTRY mr. sc. Miroslav Drljača 1) Abstract: Requests of interested parties, amongst which the customer has the central position, are starting points
More informationConditions for developing and financing environmental projects in waste sector in Croatia
Conditions for developing and financing environmental projects in waste sector in Croatia 2007-2009 Mladen Glavočević, B. Sc. Econ. Head of Section for Control of Project Implementation Sarajevo, 18 June
More informationRural development in Croatia
8th meeting, Zagreb, January 27, 2011 Rapporteur: Lidija Pavić-Rogošić, member of JCC EU-HR Introduction Rural development in Croatia New regulations and developmental documents, new institutional solutions,
More informationRISK ASSESSMENT OF INTERNAL AUDIT OF PUBLIC ENTITY
97 RISK ASSESSMENT OF INTERNAL AUDIT OF PUBLIC ENTITY Ph.D. Inga BULAT National Institute for Economic Research of the Academy of Sciences of Moldova and Ministry of Economy, Republic of Moldova Email:
More informationImplementation Status & Results Croatia Coastal Cities Pollution Control Project 2 (P102732)
Public Disclosure Authorized Public Disclosure Authorized The World Bank Implementation Status & Results Croatia Coastal Cities Pollution Control Project 2 (P102732) Operation Name: Coastal Cities Pollution
More informationThe Role of Management in the Restructuring of the Management System
Izvor: Zbornik referatov 23. konference Celovito restrukturiranje? Odgovor je kakovost, Slovensko združenje za kakovost in odličnost, Portorož, Slovenija, 2014. The Role of Management in the Restructuring
More informationHrvatska elektroprivreda d.d. November 2016
Hrvatska elektroprivreda d.d. November 206 HEP Group at a Glance Vertically Integrated Power Utility Company with Strong Presence Across Energy Value Chain Transmission Distribution Supply Trading & Other
More informationInvestments in Transport Infrastructure Projects
Investments in Transport Infrastructure Projects Siniša Hajdaš Dončić, PhD Minister of Maritime Affairs, Transport and Infrastructure London, October 24, 2013 Strategy of Transport Development Key facts
More informationDEVELOPMENT MODEL OF TQM IN SUCCESSFUL ORGANIZATIONS
Chapter 3 Dr. sc. Miroslav Drljača 1 DEVELOPMENT MODEL OF TQM IN SUCCESSFUL ORGANIZATIONS Abstract: Total Quality Management (TQM) is a complex structure. At the same time it is a concept, process, system,
More informationRIJEKA AGGLOMERATION Improvement of Water and Wastewater Infrastructure
RIJEKA AGGLOMERATION Improvement of Water and Wastewater Infrastructure PROJECT LOCATION RIJEKA THE CITY ON WATER Water supply and wastewater collection system of Rijeka and surrounding area is considered
More informationHydrogen Project. HYDROGEN SUMMIT SOFIA, BULGARIA 28 May 2018 FCH JU 10 th anniversary
Hydrogen Project HYDROGEN SUMMIT SOFIA, BULGARIA 28 May 2018 FCH JU 10 th anniversary Agenda INA Group Company profile Infrastructure for alternative fuels - hydrogen Hydrogen market potential in Croatia
More informationISO/IEC INTERNATIONAL STANDARD. Corporate governance of information technology. Gouvernance des technologies de l'information par l'entreprise
INTERNATIONAL STANDARD ISO/IEC 38500 First edition 2010-06-01 Corporate governance of information technology Gouvernance des technologies de l'information par l'entreprise Reference number ISO/IEC 38500:2008(E)
More informationWhat is ISO 9001 QMS? Business Beam
1 What is ISO 9001 QMS? Business Beam Contents 2 What is Quality About Quality Management System About ISO 9001 ISO 9001 Certification Process 3 What is Quality? What is ISO 9001 QMS? What is Quality?
More informationJournal of the University Librarians Association of Sri Lanka, Vol.15, Issue 1, June 2011
A Comparison of the Requirements of University Library Quality Assurance System with Internationally Recognized ISO 9001:2000 and ISO 9001:2008 Quality Management Systems Harshani N.K. Dissanayake* BSc
More informationAirport Security in Canada
Summit on Critical Infrastructure Security The Conference Board of Canada Airport Security in Canada Jim Facette, President and CEO Canadian Airports Council 1 About the CAC 49 members representing more
More informationLessons Learned Report D 4.4
Lessons Learned Report D 4.4 Project: TRAILBLAZER Project full title: Grant Agreement: TRANSPORT AND INNOVATION LOGISTICS BY LOCAL AUTHORITIES WITH A ZEST FOR EFFICIENCY AND REALISATION IEE/09/802/SI2.558259
More informationTQM IN THE MOTOR VEHICLE SERVICE
TQM IN THE MOTOR VEHICLE SERVICE 1. Esad BAJRAMOVIĆ, 2. Fadil ISLAMOVIĆ, 3. Dženana GAČO 1,2 UNIVERSITY IN BIHAĆ, FACULTY OF TECHNICAL ENGINEERING, DR. IRFANA LJUBIJANKIĆA BB, BIHAĆ, BOSNIA & HERZEGOVINA
More informationCONSTRUCTION ON GOOD FOUNDATIONS.
CONSTRUCTION ON GOOD FOUNDATIONS. CONSTRUCTION ON GOOD FOUNDATIONS. TABLE OF CONTENTS KAMGRAD a synonym for quality construction 1 Organization of the company 3 Mission and vision 5 Management systems
More informationCLASSIFICATION SOCIETIES WITHIN MARINE REGULATORY ENVIRONMENT OF THE EUROPEAN UNION AND NATIONAL PERSPECTIVE OF THE REPUBLIC OF CROATIA
Axel Luttenberger University of Rijeka, Faculty of Maritime Studies, Rijeka, Croatia CLASSIFICATION SOCIETIES WITHIN MARINE REGULATORY ENVIRONMENT OF THE EUROPEAN UNION AND NATIONAL PERSPECTIVE OF THE
More informationISO 2018 COPYRIGHT PROTECTED DOCUMENT All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of th
INTERNATIONAL STANDARD ISO 31000 Second edition 2018-02 Risk management Guidelines Management du risque Lignes directrices Reference number ISO 31000:2018(E) ISO 2018 ISO 2018 COPYRIGHT PROTECTED DOCUMENT
More informationSmall urban area transportation planning
Urban Street Design & Planning 1 Small urban area transportation planning I. Ćavar, M. Petrović & Z. Kavran Faculty of Transport and Traffic Sciences, University of Zagreb, Croatia Abstract Transportation
More informationProduct Competitiveness A Case for Quality in the Market Place. Oswald Chinyamakobvu Technical Advisor TBT/SPS/Quality Infrastructure
Product Competitiveness A Case for Quality in the Market Place Oswald Chinyamakobvu Technical Advisor TBT/SPS/Quality Infrastructure Presentation Outline The market Market requirements Quality and the
More informationPEIP - Updated list of priority investment projects - Croatia NOVEMBER 2007
Nr PIF number Sector WSwaste; WTwaste water; Air Progress indicator Project Title 1 HR-10 WS Regional Waste Centre Marišćina (The County of Primorje and Gorski Kotar) Overall progress since January 2006
More informationCore Humanitarian Standard
Core Humanitarian Standard on Quality and Accountability Version 3 - Final Draft 01.10.2014 www.corehumanitarianstandard.org 1 Table of Contents i.introduction... 3 ii. Structure of the Standard... 4 iii.
More informationWhy Social Enterprise?
VERN / Zagreb / November 14th 2017 SOCIAL ENTERPRISE SUPPORT SYSTEM IN CROATIA Sonja Vuković Why Social Enterprise? In global world... Unjust distribution of goods, power, wealth... GLOBAL MOVEMENT of
More informationCroatian Wind Power Market
Croatian Wind Power Market Summary and main findings Anto Bajo Zvonimir Ovanin Marko Primorac Hrvoje Šimović Zagreb, February 2018 FISCUS Institut za javne financije Br. 4 rujan 2017. The main aim and
More informationMSW IMPLEMENTATION IN CROATIA
MSW IMPLEMENTATION IN CROATIA MMATI - MARITIME SAFETY DIRECTORATE Toni Maričević, Senior Officer Rijeka, 25/08/2016 Legal basis Reporting Formalities Directive 2010/65/EU Maritime Code, article 60. (Official
More informationLaw of the Republic of Kazakhstan «Standardization»
Draft Law of the Republic of Kazakhstan «Standardization» The present Law shall establish legal basis for standardization and determine measures of state protection of consumers and state s interests by
More informationPUBLIC INVESTMENTS. Dragan Marčinko, CEI
PUBLIC INVESTMENTS Dragan Marčinko, CEI CENTER FOR MONITORING BUSINESS ACTIVITIES IN THE ENERGY SECTOR AND INVESTMENTS (CEI) ABOUT CEI The CEI was established with the objective of finding solutions for
More informationIN PRACTICE. Managing Risk in Customs. investment climate. Lessons from the New Zealand Customs Service
Public Disclosure Authorized Public Disclosure Authorized Public Disclosure Authorized no. 12 Public Disclosure April 2010 Authorized investment climate IN PRACTICE trade logistics Managing Risk in Customs
More informationGorenje Gorenje Group Summary of the Strategic plan
Group Summary of the Strategic plan 2010 2013 Summary off tthe Sttrattegiic pllan 2010 -- 2013 Gorrenjje Grroup Velenje, Slovenia, January 2010 1 Group Summary of the Strategic plan 2010 2013 Letter by
More informationReorganization of the Road Sector in Croatia with the Emphasis on Maintenance
Reorganization of the Road Sector in Croatia with the Emphasis on Maintenance Presentation at the International Seminar Asphalt Pavements 2017, organized by the Croatian Asphalt Association Ioannis Dimitropoulos,
More informationISO 14001:2004 Summary of significant changes
Product information on certification to ISO 14001 Competence. Safety. Quality. A sustained economy is a law of common sense and our responsibility for the future. Circumspect, voluntary and systematic
More informationSustainable development of wastewater treatment & disposal systems in the Eastern Adriatic
Sustainable development of wastewater treatment & disposal systems in the Eastern Adriatic ABSTRACT Nenad Ravlic * Water Engineering Section Civil Engineering Institute of Croatia, Rijeka, Croatia E mail:
More informationConducting Quality Audit based on ISO 9001:2015
Conducting Quality Audit based on ISO 9001:2015 FREE Professional Development Seminar Series At the end of the class, please fill the training feedback and referral forms! Return the form at the reception!
More informationSTATUTE. Of the Croatian Quality Managers Society
On the basis of the Article 11 of the Law on associations (NN88/2001) the Assembly of the Croatian Quality Managers Society, held on the 21st of December 2010. has brought the following: I General provision
More informationSTATE OF INTERMODAL TRANSPORT IN CROATIA AND SERBIA
1 st Logistics International Conference Belgrade, Serbia 28-30 November 2013 STATE OF INTERMODAL TRANSPORT IN CROATIA AND SERBIA Nikolina N. Brnjac University of Zagreb, Faculty of Transport and Traffic
More informationCONSIDERATION OF FACTORS IN TURNAROUND REFINERY (TAR) PROJECT MANAGEMENT
CONSIDERATION OF FACTORS IN TURNAROUND REFINERY (TAR) PROJECT MANAGEMENT Fabić M. 1, Pavletić 2, D., Soković M. 3 1 Clinical Hospital Center Rijeka, Krešimirova 42, 51000 Rijeka, marko.fabic@gmail.com
More informationQuality Management in the Internal Audit Activity
German Institute of Internal Auditors (DIIR) DIIR Audit Standard No. 3 Quality Management in the Internal Audit Activity Published in August 2002 and amended in September 2015 (Version 1.1), Frankfurt
More information(LIFE04 TCY/CRO/000029)
Projects/Capacity Building for Implementation of the United Nations Framework Convention on Climate Change and the Kyoto Protocol in the Republic of Croatia (LIFE04 TCY/CRO/000029) Capacity Building for
More informationINDEX OF CONTENTS 1.1. BACKGROUND STRATEGIC PLANNING - TRANSPORT DEVELOPMENT STRATEGY DESCRIPTION OF THE APPROACH...
i INDEX OF CONTENTS 1. INTRODUCTION... 5 1.1. BACKGROUND... 5 1.2. STRATEGIC PLANNING -... 6 1.2.1. Strategic Framework... 6 1.2.2. Strategic Planning... 7 1.3. DESCRIPTION OF THE APPROACH... 8 1.3.1.
More informationSTUDY SUBJECTS TAUGHT IN ENGLISH FOR EXCHANGE STUDENTS SPRING SEMESTER 2017/2018
STUDY SUBJECTS TAUGHT IN ENGLISH FOR EXCHANGE STUDENTS SPRING SEMESTER 2017/2018 1-3 YEAR Study programme: INTERNATIONAL BUSINESS Credits Description of study subject (ECTS) Subject International Business
More informationXIV General Assembly
XIV General Assembly Dubrovnik (Croazia), 27th March 2017 Hotel Hilton Imperial Dubrovnik Minute The 14th General Assembly of the Adriatic Euroregion Ionic was held in Dubrovnik on March 27, 2017 at the
More informationWASTE MANAGEMENT PLAN IN THE REPUBLIC OF CROATIA FOR THE PERIOD FROM 2007 TO 2015
1 Pursuant to Article 9, paragraph 4 of the Waste Act (Official Gazette No 178/2004 and 111/2006), the Government of the Republic of Croatia at its session on 19 July 2007 adopted the following WASTE MANAGEMENT
More informationCompilation and analysis of available information on the scope, effectiveness and functioning of the flexibility mechanisms under the Kyoto Protocol
UNITED NATIONS Distr. GENERAL 16 October 2008 ENGLISH ONLY CONFERENCE OF THE PARTIES SERVING AS THE MEETING OF THE PARTIES TO THE KYOTO PROTOCOL Fourth session Poznan, 1 12 December 2008 Item 13 of the
More informationCentral Government and Local Self-government in Croatia: Decentralization and Democratization
Central Government and Local Self-government in Croatia: Decentralization and Democratization Teodor Antić Ministry of Justice, Administration and Local Self-Government Summary During 2001, new regulations
More informationWastewater pollution from cruise ships in coastal sea area of the Republic of Croatia
16 Scientific Journal of Maritime Research 3 (216) 16-164 Faculty of Maritime Studies Rijeka, 216 Multidisciplinary SCIENTIFIC JOURNAL OF MARITIME RESEARCH Multidisciplinarni znanstveni časopis POMORSTVO
More informationSUSTAINABILITY PROGRAM
SUSTAINABILITY PROGRAM Thinking for the long term, acting with responsibility, creating transparency in communications: Munich Airport prepares a report on its efforts in the field of sustainability in
More informationGSR Management System - A Guide for effective implementation
GSR Management System - A Guide for effective implementation 1 Introduction Governments are facing challenges in meeting societal expectations and have an interest in Governmental Social Responsibility
More informationThe EFQM 2013 Model Changes. Implications for Organizations
1-June-13 The EFQM 2013 Model Changes Implications for Organizations by Sunil Thawani EFQM reviews the EFQM Excellence model every three years to ensure it continues to reflect reality and relevance to
More informationSUBMISSION FROM THE AUDIT REPORT OF ANNUAL FINANCIAL STATEMENTS OF
SUBMISSION FROM THE AUDIT REPORT OF ANNUAL FINANCIAL STATEMENTS OF PE»AIRPORTS OF MONTENEGRO«FOR 2009 Type of audit: Auditee: General audit PE»Airports of Montenegro«, Podgorica Subject of the audit: Annual
More informationGROUP ON INTERNATIONAL AVIATION AND CLIMATE CHANGE (GIACC)
International Civil Aviation Organization WORKING PAPER GIACC/3-WP/2 2/02/09 GROUP ON INTERNATIONAL AVIATION AND CLIMATE CHANGE (GIACC) THIRD MEETING Montréal, 17 to 19 February 2009 Agenda Item 3: Planning
More informationRunning head: COMMUNICATION PLAN 1. Airport Security System Communications Plan WBS1.5. Troy D. Stempfley
Running head: COMMUNICATION PLAN 1 Airport Security System Communications Plan WBS1.5 By Troy D. Stempfley A Paper Submitted to ERAU Worldwide in Partial Fulfillment of the Requirements of the Master Science
More informationMarketing planning: A key to successful business performance in the hospitality industry
Marketing : A key to successful business performance in the hospitality industry MARINA PERIŠIĆ PRODAN, PhD Faculty of Tourism and Hospitality Management, Opatija University of Rijeka Primorska 42, P.P.
More informationImprovement for Enterprises in the Republic of Costa Rica Fields: Private sector, development, industrial technology
Summary of Evaluation Results 1. Outline of the Project Country name: Costa Rica Project name: The Project on Productivity Improvement for Enterprises in the Republic of Costa Rica Fields: Private sector,
More informationREGULATORY IMPACT STATEMENT and COST-BENEFIT ANALYSIS (RISCBA)
State Budget Office Office of Regulatory Reinvention 111 S. Capitol Avenue; 8th Floor, Romney Building Lansing, MI 48933 Phone: (517) 335-8658 FAX: (517) 335-9512 REGULATORY IMPACT STATEMENT and COST-BENEFIT
More informationEvidence That Sets the Record Straight
Evidence That Sets the Record Straight How Management System Standards Add Value to Any Organization Authors Mark Ames, President, AQS Management Systems, Inc. Reg Blake, VP Corporate Development and Regulatory
More informationRISK MANAGEMENT ISSUES IN TRANSPORTATION AND LOGISTICS COMPANIES
MEST Journal DOI 10.12709/mest.05.05.01.07 RISK MANAGEMENT ISSUES IN TRANSPORTATION AND LOGISTICS COMPANIES Maria Luskova University of Zilina, Faculty of Security Engineering, Zilina, Slovakia Katarina
More informationENVIRONMENTAL MANUAL. Page 1 of 26 Uncontrolled when printed NCH Env Manual Vers 11.0 date 01/02/18
ENVIRONMENTAL MANUAL Page 1 of 26 Uncontrolled when printed NCH Env Manual Vers 11.0 date 01/02/18 Document Control Identification and Approval Status Document Title: Environmental Manual Version Number:
More informationAsset Management Policy
Asset Management Policy January 2018 Introduction Our Asset Management Policy was last published in 2014. It is being updated to reflect our commitment to regularly review and improve all of our Asset
More informationMARKET ANALYSIS OF POSTAL AND COURIER SERVICES IN THE REPUBLIC OF CROATIA IN 2006
MARKET ANALYSIS OF POSTAL AND COURIER SERVICES IN THE REPUBLIC OF CROATIA IN 2006 POSTAL SERVICES COUNCIL REPUBLIC OF CROATIA Zagreb, September, 2007 6 eng2 1 23.1.08, 11:50:41 2MARKET ANALYSIS OF POSTAL
More informationDECISION SUPPORT CONCEPT TO MANAGEMENT OF CONSTRUCTION PROJECTS - PROBLEM OF CONSTRUCTION SITE SELECTION
DECISION SUPPORT CONCEPT TO MANAGEMENT OF CONSTRUCTION PROJECTS - PROBLEM OF CONSTRUCTION SITE SELECTION Nikša Jajac University of Split, Faculty of Civil Engineering, Architecture & Geodesy Matice Hrvatske
More information1 Management Responsibility 1 Management Responsibility 1.1 General 1.1 General
1 Management Responsibility 1 Management Responsibility 1.1 General 1.1 General The organization s management with executive The commitment and involvement of the responsibility shall define, document
More informationSociety for Sustainable Development Design
DOOR Society for Sustainable Development Design DOOR is a civil society organization of experts devoted to the promotion of sustainable energy development, founded in 2003. Today DOOR has more than 50
More informationLAW of UKRAINE. No III. On Standardization
LAW of UKRAINE No. 2408-III On Standardization This Law sets up legal and organizational framework for standardization in Ukraine and is intended to ensure the uniform technical policy in this sphere.
More informationResearch on Agri-Food Cold Chain Logistics Management System: Connotation, Structure and Operational Mechanism
Journal of Service Science and Management, 2015, 8, 894-902 Published Online December 2015 in SciRes. http://www.scirp.org/journal/jssm http://dx.doi.org/10.4236/jssm.2015.86090 Research on Agri-Food Cold
More informationISO Standards in Strengthening Organizational Resilience, Mitigating Risk & Addressing Sustainability Concerns
ISO Standards in Strengthening Organizational Resilience, Mitigating Risk & Addressing Sustainability Concerns 13 December 2016 Joe Muratore Copyright 2012 BSI. All rights reserved. Enterprise Risk Management
More informationPolicy Administration Transformation
Financial Services the way we do it Policy Administration Transformation Helping insurers capture dramatic improvements in time-to-market, product or price leadership and operational excellence The insurance
More informationQuality Manual DRAFT. Quality Management Plan Version A1 Date: <22/01/11> Page 1 of 17
Quality Manual DRAFT Page 1 of 17 Document Acceptance and Release Notice This is Revision A1 of the East Coast Designer Builders Quality Manual. The Manual is a managed document. For identification of
More informationIMPORTANCE OF AUDITING ISO 9001: 2015
IMPORTANCE OF AUDITING ISO 9001: 2015 PMI, PMP, PMBOK and the PMI Registered Education Provider logo are registered marks of the Project Management Institute, Inc. At the end of the class, please fill
More informationISO 55000:2014 The What and Why of It...
ISO 55000:2014 The What and Why of It.... A. Peter Hilger, AIA Co-Faculty Director, Construction and Facility Management Program aphilger@umn.edu 612-868-3636 Full Disclosure 1. I am not the expert, but
More informationDrago ^engi} Vlasnici, menad`eri i kontrola poduze}a
SUMMARY The basic aim of this study and the underlying empirical research (carried out between 1999 and 2000) was to give a systematic, expert and empirically-based analysis of the main aspects of corporate
More informationThe Development of Public Internal Financial Control in Albania And His Role in Strengthening the Managerial Accountability
The Development of Public Internal Financial Control in Albania And His Role in Strengthening the Managerial Accountability Doi:10.5901/ajis.2014.v3n4p301 Abstract Dr. Hysen Muceku hysen_muceku@hotmail.com
More informationMIROSLAV DRLJAČA, M. Sc. Zagreb Airport, Ltd., Pleso bb, Zagreb, Croatia Cargo Division Director Mob:
Izvor: 53 rd EOQ-European Organization for Quality, Annual Congres, EOQ and Croatian Society for Quality, Dubrovnik, 2009. MIROSLAV DRLJAČA, M. Sc. Zagreb Airport, Ltd., Pleso bb, Zagreb, Croatia Cargo
More informationContact: / / P age Theory Base of Accounting: AS & IFRS
1 P age Theory Base of Accounting: AS & IFRS ACCOUNTING PRINCIPLES Meaning: Accounting Principles the rules adopted by accountants universally while recording accounting transactions. These rules etc.
More informationNorwegian Support to the Western Balkans Development Norway for You Serbia will achieve three outputs:
In an effort to promote organizational excellence, UNOPS seeks highly qualified individuals for the following position: Vacancy Details Vacancy code: VA/2018/B5109/17075 Post Title: Programme Manager Post
More informationIECQ Scheme for LED Lighting
IECQ Scheme for LED Lighting DEKRA Certification Group 2016 IECQ Supply Chain Management Conference Ted Gaertner Product Manager DEKRA Certification group Convenor of IECQ Working Group 9 LED Lighting
More informationThis document is a preview generated by EVS
INTERNATIONAL STANDARD ISO 30301 First edition 2011-11-15 Information and documentation records Requirements Information et documentation Systèmes de gestion des documents d'activité Exigences Reference
More informationKey Aspects of Pharmaceutical Engineering in Engineering Companies Activity
Global Journal of Pharmacology 8 (2): 261-267, 2014 ISSN 1992-0075 IDOSI Publications, 2014 DOI: 10.5829/idosi.gjp.2014.8.2.83292 Key Aspects of Pharmaceutical Engineering in Engineering Companies Activity
More informationISO In 2014 Asset Management System. Benny Mok March 2013
ISO 55000 In 2014 Asset Management System Benny Mok March 2013 WELCOME TO THE SEMINAR! Overview Introduction What is ISO 55000? Development of ISO 55000 Principles of Asset Management Definition ISO 55000
More informationDAirNet /Danube Region Air Transport Network Strategy - phase 1
Technical Assistance for DAirNet /Danube Region Air Transport Network Strategy - phase 1 EU Strategy for the Danube Region (EUSDR) Technical Assistance Facility 2013/2014 Priority Area 1b: Rail, Road and
More informationTechnical Report. Implementation of the International Center for Renewable Energy-Biogas: Recommendations to Obtain International Accreditation
United Nations Industrial Development Organization Observatory for Renewable Energy in Latin America and the Caribbean Technical Report Implementation of the International Center for Renewable Energy-Biogas:
More informationThe Priority Environmental Investment Programme for SEE (PEIP)
The Priority Environmental Investment Programme for SEE (PEIP) Analytical Report on progress on developing and implementing environmental investment projects in the SEE. Timescale: progress since January
More informationISO INTERNATIONAL STANDARD. Cleanrooms and associated controlled environments Part 4: Design, construction and start-up
INTERNATIONAL STANDARD ISO 14644-4 First edition 2001-04-01 Cleanrooms and associated controlled environments Part 4: Design, construction and start-up Salles propres et environnements maîtrisés apparentés
More informationBCom Honours (Logistics Management)
JOHANNESBURG BUSINESS SCHOOL BCom Honours (Logistics Management) Department of Transport and Supply Chain Management 2019 UNIVERSITY OF JOHANNESBURG TRANSPORT AND SUPPLY CHAIN MANAGEMENT BCOM HONOURS (LOGISTICS
More informationA/R Methodological tool. (Version 01)
Page 1 A/R Methodological tool Combined tool to identify the baseline scenario and demonstrate additionality in A/R CDM project activities (Version 01) I. SCOPE AND APPLICABILITY AND PARAMETERS Scope 1.
More informationSUPPORT IN THE PREPARATION OF THE STRATEGIC ENVIRONMENTAL ASSESSMENT (SEA) FOR THE REPUBLIC OF CROATIA S TRANSPORT DEVELOPMENT STRATEGY
S T U V W X Y Z [ Z \ V Z SUPPORT IN THE PREPARATION OF THE STRATEGIC ENVIRONMENTAL ASSESSMENT (SEA) FOR THE REPUBLIC OF CROATIA S TRANSPORT DEVELOPMENT STRATEGY NON-TEHNICAL October 2014 # $ % & $ ' (
More information30 (L) + 15 (S); per week 2 (L) + 1 (S)
Course number: 7433 Course Title: Transport Economics Course hours * : 30 (L) + 15 (S); per week (L) + 1 (S) ECTS: 5 Expected learning outcomes: After completing the course, students will be able to: 1.
More informationISO/IEC JTC 1 N 10998
ISO/IEC JTC 1 N 10998 ISO/IEC JTC 1 Information technology Secretariat: ANSI (USA) Document type: Title: Status: Text for PDTR ballot or comment Text of 2nd PDTR 38502, Governance of IT - Framework and
More informationISCC 204 AUDIT REQUIREMENTS AND RISK MANAGEMENT. Version 3.0
ISCC 204 AUDIT REQUIREMENTS AND RISK MANAGEMENT Version 3.0 II Copyright notice 2016 ISCC System GmbH This ISCC document is protected by copyright. It is freely available from the ISCC website or upon
More informationINTERNATIONAL CONFORMITY CERTIFICATION PROGRAM
KINGDOM OF SAUDI ARABIA INTERNATIONAL CONFORMITY CERTIFICATION PROGRAM COMPREHENSIVE PROCEDURES and GUIDELINES INTERNATIONAL CONFORMITY CERTIFICATION PROGRAM COMPREHENSIVE PROCEDURES AND GUIDELINES November
More informationConducting Quality Audit based on ISO 9001:2015
Conducting Quality Audit based on ISO 9001:2015 FREE Professional Development Seminar Series NITIN HIRANANDANI ME (MECHANICAL) ASQ CMQ/OE, OSHAD Practitioner CORPORATE TRAINER FOR LA, ASQ CMQ/OE, QUALITY
More informationBUILDING CONSTRUCTION PRIMARY TASK MODELS
BUILDING CONSTRUCTION PRIMARY TASK MODELS Kangari R. and Sadri S. ABSTRACT: This paper provides a foundation for developing an integrated conceptual data model for managing information during the life
More informationEnergy efficiency in building sector - The future trends in Croatian legislation
Energy efficiency in building sector - The future trends in Croatian legislation Borka Bobovec, Ph. D., M. Sc. Arch. Ministry of Construction and Physical Planning 26 November 2014, Zagreb, Croatia European
More informationISO /TS 29001:2010 SYSTEMKARAN ADVISER & INFORMATION CENTER SYSTEM KARAN ADVISER & INFORMATION CENTER
SYSTEM KARAN ADVISER & INFORMATION CENTER PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES -- SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS -- REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS
More informationCONTENTS. Annexure A The law Annexure B Extract from Interpretation Note
INTERPRETATION NOTE 103 DATE: 14 September 2018 ACT : VALUE-ADDED TAX ACT 89 OF 1991 SECTION : SECTION 11(2)(a), (b), (c), (d) AND (e) SUBJECT : THE VALUE-ADDED TAX TREATMENT OF SUPPLIES OF INTERNATIONAL
More informationConnected Experiences
www.hcltech.com Connected Experiences Technology Delivering Impact Travel Hospitality Transportation Logistics Prelude In a world where most IT companies are focused on delivering technology led solutions,
More informationSUGGESTIONS FOR IMPROVING THE EFFICIENCY AND EFFECTIVENESS OF QUALITY MANAGEMENT IN THE BUSINESS PRACTICE IN SLOVAKIA
9 SUGGESTIONS FOR IMPROVING THE EFFICIENCY AND EFFECTIVENESS OF QUALITY MANAGEMENT IN THE BUSINESS PRACTICE IN SLOVAKIA MARTA KUČEROVÁ, JAROMÍRA VAŇOVÁ, DAGMAR RUSKOVÁ 1 INTRODUCTION Quality management
More informationINTERNAL MARKETING FACTORS AND THE PERFORMANCE OF TRAVEL AGENCIES
T.E.I. Thessaloniki Greece UDC 658.8:338.486.22(497.5-35Rijeka) Preliminary communication Received: 13.04.2009 Institut for Economic Promotion, Austrian Economic Chamber, Vienna, Austria Department of
More information