| Abstract [eng] |
The theme of the Master‘s Final Thesis is relevant as one of the main goals of insurance services companies is the improvement of quality. Company’s quality management system must be integrated with other management systems, including knowledge management system. Knowledge is very important in every business, and it is created in the process of quality management as well. It is important to analyse what is the relation between systems of quality management and knowledge management, ant how these relations could be used seeking for better results in insurance services company. It is important seeking for continuous quality improvement. The subject of Master‘s Final Thesis is the improvement of quality and knowledge management. The problem of Master‘s Final Thesis- what decisions of quality and knowledge management improvement are important for insurance services companies. The aim of Master‘s Final Thesis is to propose decisions of quality and knowledge management improvement. The objectives of Master‘s Final Thesis are: 1. To reveal problem of quality and knowledge management; 2. To analyse theoretical aspects of quality management improvement in the context of knowledge management; 3. To research possibilities of quality and knowledge management improvement in insurance services market; 4. To determine the benefit of proposed decisions. Main results of research are that insurance services companies implemented process of quality management and knowledge management. However not enough attention is being paid to the continuous quality improvement, overall employee introduction to the quality management system, quality control, etc. There are some weak sides of knowledge management process as well: knowledge creation, sharing, keeping, evaluation. Solutions of quality and knowledge management improvement were given, expecting them to have some positive effect on insurance services companies’ overall activity results, innovativeness, employees’ motivation, customer satisfaction. |
