Providing services on a quality level is an important factorof management in the trade rivalry for the control over the market.The factors affecting quality comprise technical factors andoperational and organisational ones. The technical factors includethe choice, the due care and maintenance of the vehicle.The operational and organisational factors are the quality offer,performing the transport service, the response in case of action,and the information efficiency.The necessity to control the total quality management is theresponsibility of the management. All staff members must participatein the improvement of quality management in their particularworking environment. Improved quality managementprovides for a higher safety of business operation and jobs, resultingin enhanced social security, which is gaining importancein mutual relations.
(1] ISO 9000 Standards
(2] Claus Moller: Employeeship, TMI Publishing NS,
ISBN 87-89937-88-0
(3] Claus M oiler: Personnel Quality, TMI Publishing, ISBN
-89264-70-3
(4] Garvin David A.: Managing Quality The Strategic and
Competitive Edge, New York Free Press 1988, ISBN
-02-911380-6
(5] Oakland John S.: Total Quality Management, Oxford:
Heinemann 1989, ISBN 0-434-91479-7
Guest Editor: Eleonora Papadimitriou, PhD
Editors: Dario Babić, PhD; Marko Matulin, PhD; Marko Ševrović, PhD.
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