Rozvoj metody hodnocení efektivnosti poskytovaných služeb v oblasti geologie za účelem neustálého zlepšování

Abstract

Management of most prosperous companies are nowadays aware of the fact that quality and efficiency can be considered as limiting factors for the sustainable development of the organization. Productivity problems are related to the lack of quality and efficiency in most cases. Quality and efficiency improvement is now required by organizations in many supply and retail chains. This established further limits in the competitive environment and put pressure on competing organizations. Management must be able to evaluate the effectiveness of its processes to be able to specify the direction in which processes should take to achieve the improvement of the quality and productivity. The objective of the thesis is to develop a methodology for evaluating the effectiveness of services in geology for continuous improvement by universally applicable model. The purpose of the paper is to present the possibility of improving the processes and work results of project organizations providing services in the field of environmental geology using the original model EGEOS-PSI (Environmental Geology Service – Project Success Improvement), which uses indicators of quality and economic efficiency for situation awareness before planning, during, and after the implementation of projects. The starting point of the research are real findings in "case" organization. Research methodology is based on an analysis of existing projects in the organization that provides services in the field of environmental geology with the aid of case studies. From which, a universal model was prepared to further research this issue. The originality of the research is both to develop Barkley´s & Saylor´s method, „Customer-Driven Project Management“ (CDPM) of selected tools and methods used in quality engineering and quality management (e.g. CEDAC, etc.) and to define the specific characteristics of services using the Kano model. The thesis is divided into nine chapters. The first chapter defines the objectives and set hypotheses. The second chapter describes the term of effectiveness, its evaluation, and selected functional relationship for the evaluation of effectiveness. Included is a detailed description of the projects in geology and specification of services providing process in the field of geology including process map before application of research. The third chapter deals with selected methods of the research, i.e. quality tools that were the basis for creating a model EGEOS-PSI, including literature review of these methodologies. The fourth chapter describes selected case studies, the differences between them and the restrictions relating to the presentation of the research results . The fifth chapter deals with the methodology of solving of the dissertation topic in the "EGEOS-PSI procedure" including a description of the research methodology steps. The sixth chapter presents selected results of applying the model in practice, including comments on individual mentioned cases and total evaluation of the service effectiveness in the "case" organization for a period of methodology application to these case studies. The seventh chapter summarizes the final findings and presents scientific knowledge and its applicability. The part of this chapter are also positives and negatives of methodology applied in the research. Subsequently is proposed further actions and strategic tasks to improve the project od service providing depicted in the original process map.