ASPECTS OF TOTAL QUALITY MANAGEMENT APPLIED IN ...

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Annals of the University “Constantin Brâncuşi”of Tg-Jiu, No. 1/2008, Volume 2, ISSN: 1842-4856 behaviour of both the buyer and the salesperson undermines the trust and commitment upon which a mutually beneficial relationship is built. Another claim that might support the blurring of boundaries was also shown to be unsubstantiated. Just because there is an industry practice to provide gifts and benefits to buyers, this does not make it acceptable. On the contrary, gifts and benefits are identified as posing one of the most problematic ethical issues in purchasing and sales despite common practice. All organisations have very good reasons to develop, implement and enforce company codes of conduct and policies that make explicit what can be accepted and given. When the organisations are in a mutually beneficial, long-term relationship that depends on trust and commitment there is even more reason to review their current policies and practices. References Fritzsche D.J, Business ethics: A global managerial perspective, McGraw Hill Irwin, New York, 2005. Leek S, Turnbull P.W., Naude P., A comparison of manufacturers and financial services suppliers' and buyers' use of relationship management methods, Industrial Marketing Management, 2004. Mellahi K., Wood G., The ethical business: Challenges and controversies, Palgrave Macmillan, Houndmills, 2003. Shaw W.H., Barry V, Moral issues in business (9th edition), Thomson Wadsworth, Belmont, 2004.. Varley R.J., Relationship marketing: Dialogue and networks in the e-commerce era, Wiley, London, 2002. Velasquez M.G., Business ethics: Concepts and cases (5th edition), Prentice Hall, Upper Saddle River, 2002. 28
Annals of the University “Constantin Brâncuşi”of Tg-Jiu, No. 1/2008, Volume 2, ISSN: 1842-4856 CERTIFICAREA UNUI SISTEM DE <strong>MANAGEMENT</strong> AL CALITĂŢII, EXPRESIE A EVALUĂRII ŞI AUDITĂRII ACESTUI SISTEM Prof. univ. dr. Popescu Daniela, Universitatea din Craiova dr. Popescu Cristinel S.C. Voltinvest Craiova Într-un sistem bipartit, furnizorul unui bun sau serviciu îşi va construi un sistem al calităţii care este în conformitate cu standardele. Apoi, clienţii acestuia vor audita sistemul din punctul de vedere al acceptabilităţii. Însă acest sistem bipartit presupune ca atât furnizorul, cât şi cumpărătorul să participe la numeroase activităţi de audit, ceea ce este un lucru foarte costisitor. De aceea, s-a apelat la certificarea de către o a treia parte. Certificarea unui sistem al calităţii presupune evaluarea şi supravegherea periodică de către un organism terţ a conformităţii sistemului calităţii furnizorului. Această a treia parte se numeşte organism de certificare. Atunci când un sistem al calităţii este conform cu interpretarea dată standardelor de către organismul de certificare, acesta din urmă emite furnizorului un certificat de conformitate. Acest certificat asigură clienţii sau potenţialii clienţi că furnizorul are un sistem al calităţii şi că acesta este monitorizat, nemaifiind astfel nevoie de alte audituri. Cu alte cuvinte certificarea unui sistem al calităţii reprezintă evaluarea şi auditarea acestuia de către un terţ, care se numeşte organism de certificare. Acest proces cuprinde două etape: alegerea unui organism de certificare şi certificarea propriu-zisă. Alegerea unui organism de certificare În anul 1989, în Statele Unite a fost înfiinţată Comisia de Acreditare a Organismelor de Certificare (Registrar Accreditation Board - RAB), organism afiliat la Societatea Americană a Calităţii (American Society of Quality - ASQ), având drept obiectiv dezvoltarea unui program de evaluare a calităţii serviciilor oferite de organismele de certificare. RAB menţine o listă a organismelor acreditate. Alegerea unui organism de certificare se bazează pe patru criterii generale: 1. COMPETENŢA ŞI EXPERIENŢA O mare importanţă o are numărul companiilor care au fost certificate de organismul respectiv, experienţa acestuia în diferite sectoare industriale şi structura portofoliului de clienţi din punctul de vedere al mărimii şi locaţiei acestora. La fel de importantă este competenţa auditorilor şi pregătirea continuă a acestora. 2. RECUNOAŞTEREA CERTIFICĂRII Organismul de certificare trebuie să fie acreditat de o agenţie specializată, cum ar fi RAB. El trebuie să fie recunoscut de clienţii prezenţi şi cei potenţiali ai organizaţiei. De exemplu, să presupunem că 29
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