QUALITY MANAGMENT OF ASSEMBLED SERVICE ON TELECOMMUNICATION MARKET OF BOSNIA AND HERZEGOVINA
Quality management of key dimensions and characteristics of assembled service has to secure quality that is expected by service customers. Principle dimensions of assembled service are speech service, data–transfer service and telecommunication equipment. Factor analysis of research results should point out to the determinants of customer’s content, as well to main characteristics that influence customers’ decision to buy and use assembled services. Also, internal processes in one of the telecom operators in the market of Bosnia and Herzegovina will be analysed by FMEA methodology, and suggestions for quality improvement will be given. The results of this analysis and selection of assembled service characteristics and dimensions which are important for customers, along with the analysis of internal processes will enable the creation of a model ensuring a steady improvement of assembled service quality. The model is based on general references of ISO 9001:2008 standard for quality management, and it means grouping all processes and activities in one unique process on the service level.