Journal of Innovations in Business and Industry

6

Authors: Olga Safonova, Vladimir Konyukhov

The article examines the model of the quality management system based on international standards ISO 9000 series is generally recognized in the world. It is being implemented at enterprises of all forms of ownership operating in various countries and sectors of the economy. The standard has gained such wide popularity due to its versatility and approaches to quality management, which have shown their effectiveness and efficiency in practice. In the modern world, the basis for ensuring a competitive advantage of an enterprise in the market is the continuous improvement of its management system and products. The ISO 9000 series of standards focuses the organization on continuous improvement and the fullest satisfaction of the requirements of all stakeholders. The quality management system is an important factor of competitiveness. The presence of a quality management system at the manufacturer means, in market language, the ability of this enterprise to meet the requirements of consumers, regulatory requirements from the state and the requirements of the organization for its own activities. In accordance with the General provisions of the standard, this is the main purpose of the quality management system. Modern enterprises operate in a constantly changing market environment. Only those companies that can quickly adapt to changes in the external environment can survive in the competition. In this regard, the quality management system should be flexible and quickly "adjusted" to changes in the requirements of the parties interested in the company's activities. Only such a management system can become a useful tool in the hands of the company's management.

8

Authors: Glgorije Mirkov, Mirko Đapić

Flexible manufacturing systems are becoming increasingly popular in modern industry, providing flexibility in producing different products and quick adaptability to changes in the production program. Didactic FMC (DFMC) are small manufacturing systems used for educational purposes, providing students with practical experience in production. DFMC systems are the basic element in learning new concepts of Industry 4.0. This paper explores the flexibility of routing components in DFMC systems using the Dempster-Shafer theory of belief functions and evidence networks developed based on this theory. By using the Dempster-Shafer theory, we evaluate the flexibility of routing in the system for producing different products, i.e., the system's ability to adapt to changes in the production program according to the concepts of Industry 4.0. The analysis of routing flexibility allows for identifying critical points of the system and suggestions for improving system efficiency. The results show that routing flexibility is a key factor for the efficiency of the DFMC system. The Dempster-Shafer theory provides a precise analysis of beliefs based on various input parameters, which contributes to the precision and reliability of the analysis of routing flexibility of DFMC system components. This paper contributes to the understanding of routing flexibility and provides guidelines for further research in this area.

24

Authors: Getahun Mekuria

The essence of banking service will always be service quality. To gain customer satisfaction, enhance market rivalry, and achieve sustainable performance. The primary goal of this article is to identify the primary factor contributing to high customer dissatisfaction and poor service quality in bank services. This article synergies fuzzy SERVQUAL, fuzzy Kano model, and fuzzy analytic network processing into QFD. Structured survey questions based on SERVQUAL and Kano models were developed and disseminated to collect data. According to the findings, the bank should offer the promised service within the time range, respond to client concerns immediately, and supply appropriate service within the time frame. Furthermore, an employee should give timely care to the client; the employee should never be too busy to respond to customer demands and inform the consumer when service is delivered. In conclusion, focusing on customer requirements can enhance the bank's service level, which increases customer satisfaction.