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ABSTRACT
DEVELOPMENT OF INNOVATION MANAGEMENT MODEL FOR IMPROVING
BUSINESS EXCELLENCE OF SMALL AND MEDIUM ENTERPRISES
The globalization of the world economy, together with its complexity, has made knowledge the main resource of nations as well as individual economic entities. Innovation has, consequently, become a key requirement for both global and local competitiveness of an organization. With knowledge as a central resource, the world economy is being rapidly transformed into knowledge and innovation economy.
The primary problem of an enterprise is not the lack of ideas but the lack of strategic approaches to implementing innovative ideas and the ability to assess the potential value of an innovation. Furthermore, it is necessary that innovation should be implemented in a systematic and timely manner so that its estimated value should be fully realized. The afore mentioned problems can be solved by means of innovation management accompanied by appropriate information technology solutions.
The scientific objective of this dissertation is to develop innovative methodology as well as practical software solutions in the process of innovation management to increase business excellence of small and medium-sized enterprises (SMEs). The methodology focuses on the activation of documentation management system potential as a catalyst in the process of modeling and application of process innovation and new business paradigms.
The target group of the research are manufacturing SMEs, which make up a significant segment of Serbian economy and should be the driving force of economic development. The researchers used the experience gained in the implementation of the originally developed software solutions in the fields of document management and business process innovation in four food processing enterprises (four case studies).
Research results are presented by means of author-developed programs for statistical data processing and business excellence assessment (based on the EFQM 2013 methodology).
In this way, the practical application of the developed methodology is demonstrated together with its impact on the SMEs' innovation potential and their business excellence.
Keywords: management system, quality, innovation, document management, event-based management.
6
...................................................................................................................................... 3
............................................................................................................................................. 4
ABSTRACT ......................................................................................................................................... 5
.......................................................................................................................................... 6
................................................................................................................................ 9
..............................................................................................................................12
.................................................................................13
........................................................................................15
..................................................................................................................17
1. .......................................................................................................................................18
1.1. ............................................................................................................... 21
1.2. ........................................................................................... 22
1.3. ................................................................................................................ 25
1.4. EOE, , EE, AA .......................... 25
1.5. ......................................................................................................... 26
1.6. ............................................................................................. 26
I ...........30
1. ...................................................................................31
1.1. ............................................................................ 31
1.2. ............................................................................................. 33
1.3. ....................................................................... 35
2. .............................................................41
2.1. ........................................................................ 41
2.2. ISO 9000 .................................................................................................. 43
2.3. ISO 9001:2008 ................................................................................... 45
3. ISO 9001:2008 TQM- ........................47
3.1. , , .................................... 47
3.2. (ISO 9001:2008 4) ........................................ 48
7
3.3. (ISO 9001:2008 5) ................................................................... 52
3.4. (ISO 9001:2008 6) ......................................................................... 56
3.5. (ISO 9001:2008 7) ....................................................................... 58
3.6. , (ISO 9001:2008 8) .......................................................... 63
3.7. ISO 9000:2015 .............................................................. 68
II TQM- ..................................................69
1. (TQM) ...........................70
1.1. - .................................................................................. 70
1.1.1 , ............................................................................ 73
1.1.2 ...................................................................................... 74
1.2. TQM-A ....................................................................................................................... 77
1.3. Q ....................................................................................................................... 78
1.4. ............................................................................ 82
1.4.1 .............................................................................................. 85
1.4.2 A (MBNQA) ................................................................ 86
1.4.3 EFQM ..................................................................................... 89
III
..........................................................................................93
1. .................................................................................................94
1.1. ............................................................................................. 94
1.2. ............................................................................................... 98
2. ........................................................................................... 101
2.1. ................................................................................... 101
2.2. ................................................................................................................. 104
2.3. .............................................................................. 109
2.4. ...................................................................................... 112
2.5. ........................................................................................................ 115
2.6. .......................................................................... 122
2.7. ........................ 128
IV QDMS................................................ 136
1. QMS-A ........................................ 137
1.1. ...................................................................................... 137
1.2. .............................................. 140
2. ........................ 146
2.1. .......................................................................... 146
2.2. ........................................................................................... 147
2.2.1 ................................................................................. 148
2.2.2 ............................................................................................. 149
2.3. ................................................................................... 150
8
2.4. ....................................................................................... 153
2.5. .................................................................................................... 156
2.6. (TCO) .............................................................................. 158
V (
) ........................................ 162
1. ........................................... 163
1.1. ............................................................................................................ 163
1.2. QDMS ED .............................................................................. 166
1.2.1 (SOA) ....................................................................... 167
1.2.2 QDMS ED ................................... 170
1.2.3 HACCP ED/BAM/CEP ...................................................................................... 174
1.3. .................................................................................................... 177
1.3.1 ........................................................................... 178
1.3.2 ..................................................................... 181
1.3.3 / .................................................. 182
1.3.4 .............................................................. 183
1.3.5 , ............................................. 183
1.4. ...................................... 184
2. QDMS-A ............................................................... 194
2.1. SAW ..................................................................... 195
2.2. .................................................................................................................. 198
2.3. EFQM 2013 ........................ 204
............................................................................................................ 210
..................................................................................................................................... 211
.................................................................................................................................. 218
: ................................................. 235
9
1 ( PEI- RAKANOVI, 2008) .................................. 34
2 ( PEI- RAKANOVI, 2008) 37
3 ........................................................................................... 40
4 ........................................................................................................... 43
5 ISO 9000 ( TRICKER, 2014) ........................ 44 6 ............................................................................... 45
7 ................................................................................................................. 48
8 ( ISO) ............... 49
9 ........................................................................... 49
10 ( ARSOVSKI, 2007) ................................................. 50
11 ............................................................... 51
12 ................................................................................................... 53
13 ............................................................ 54
14 , , ........................... 56
15 ......................................................................................................... 57
16 ....................................................................................................... 58
17 ( PEI- RAKANOVI, 2008) .............................. 60
18 .................................................................................................................... 61
19 ............................................................................................................. 62
20 , .......................................................................................... 63
21 .................................................... 67
22 ( HELETA, 2008) ............................... 71
23 ..................................................... 73
24 .................................................................................................... 75
25 SWOT .......................................................................................................... 75
26 ................................................................................................... 76
27 , Q- ........................................................................................ 80
28 ( HELETA, 2008) .. 83
29 QMS ISO 9001 ............................................... 84
30 MB .......................................................................... 87
31 ( THE EFQM
EXCELLENCE MODEL IN ACTION, 2000) ................................................................................................. 89
32 : ISO ........... 92
33 ............................................................................................. 95
34 3 ( AL-HAWARI & HASAN, 2007) ................................ 96
35 - .................................................................... 96
10
36 - A
( ................................................................................................................ 98
37 ( DALKIR, 2013) 100
38 (. TIDD, PAVITT & BESSANT, 2001) ..................... 108
39 ( TIDD, PAVITT & BESSANT, 2001)) ..................... 110
40 ( )....................... 110
41 ( TIDD, PAVITT & BESSANT, 2001) .. 111
42 EEO OE EE OAJA ( POKRAJAC, 1994: 59)
.................................................................................................................................................... 113
43 EEO OE AAA OAJAA E (
POKRAJAC, 1994: 60) .......................................................................................................... 113
44 ( ) ............................................. 115
45 (. MROCZKOWSKI, 2011) ......................... 116
46 (. MROCZKOWSKI, 2011).......................... 116
47 (. MROCZKOWSKI, 2011) ...................... 117
48 (. MROCZKOWSKI, 2011) ........................... 118
49 ( CHESBROUGH,
2006)).......................................................................................................................................... 122
50 ( CVETANOVI, DESPOTOVI &
MLADENOVI, 2012) . 151......................................................................................................... 124
51 (. CVETANOVI, DESPOTOVI & MLADENOVI, 2012) ......... 128
52 .................................................................. 138
53 .... 139
54 .................................................................................. 139
55
(SSA ) .................................................................................................. 141
56 (
) ............................................................................................................... 142
57 (
) ............................................................................................................... 143
58 ( )
.................................................................................................................................................... 145
59 .................................................................... 148
60 QMS-A ............... 150
61 QMS- ......................................................................... 151
62 QMS- ......................................................... 151
63 ................................................................................... 152
64 ................................................................................................ 154
65 ..................................................................................................... 154
66 ............ 156
67 ............................................................................................... 157
68 ............................................. 158
69 TCO ............................................................................................ 159
70 Q ....................................... 167
11
71 SOA/ED PUBLISH/SUBSCRIBE (
KONG, JUNG & PARK, 2009) ............................................................................................................ 168
72 ................................................ 169
73 SOA EDA .............................. 170
74 ................................................ 171
75 ED
(SSA ) ............................................................................................................................ 172
76 ED
( ) .................................................................................................. 173
77 ......................... 174
78 ,
.................................................................................................................................................... 177
79 ............................ 178
80 ....................................................................................................... 179
81 ............................................................................. 180
82 BLACKBOX .................................................................................. 181
83 ED , ............... 185
84 (DATA MINING) ........................................... 186
85 QDMS- ...................................................................................... 187
86 (, ,
) .......................................................................... 188
87 () .............. 189
88 (RADAR RATING) ..................................... 190
89 ........................................................................... 191
90 ......................... 192
91 ......................................................................... 192
92 .............................. 193
93 - .................... 193
94 QDMS- .. 198
95 ................................................... 199
96 .............................................................. 200
97 .................................................................. 201
98
( ) ........................................................................................... 202
99 ............................................................ 203
100 ..................................................................... 205
101 ............................................... 206
102 ( .) ........................... 206
103
.................................................................................................................................................... 207
104 (%) A ...... 208
105 EFQM .............................................................. 209
12
1 .............................................................................................. 65
2 MB ............................................ 87
3 .......................................................................... 90
4 ....................................... 97
5 OECD ..................................................... 104
6 ................................................................................................... 118
7 .................................................................... 119
8 ......................................... 135
9 ............................................................................................ 140
10 ............................................... 155
11 TCO ...................... 160
12 HACCP ED .................................................................................... 175
13 ................. 179
14 EDB QMS-A .............................. 181
15 .................................................................................................... 195
16 ..................................................................................... 196
17 ............................ 197
18 .............................................................................. 199
13
BAM Business Activity Monitoring
BE Business Excellence BI Business Intelligence BPM Business Process Management
BPR Business Process Reengineering
BRC British Retail Consortium
CCP Critical Control Point CEP Complex Event Processing
CRM Customer Relationship Management
DBMS Database Management Systems
ED Event-Driven
EDA Event-Driven Architecture
EDBS Event-Driven Based System
EFQM European Foundation For Quality Management
ERP Enterprise Resource Planning GAP Good Agricultural Practice
HACCP Hazard Analysis And Critical Control Points
IDEF0 Integration Definition
IKT Information nd Communication Technology
ISO International Standard Organization
Information Technology I&T Inspection and Testing
14
IoT Internet of Things JetDBE Microsoft Jet Database Engine JIT Just In Time KPI Key Performance Indicators OOA Object Oriented Analysis OS Operating System
PDCA (Plan Do Check Act) : ---
QA Quality Assurance
QDMS Quality Document Management System
QMS Quality Management System QSA Quality Self Assessment R&D Research and Development RAD Rapid Application Development SAW Simple Additive Weighting SMEs Small and Medium Size Enterpises SMTP Simple Mail Transfer Protocol
SOA Service-Oriented Architecture
SOHO Small Office/Home Office /
SPC Statistical Process Control
SQL Structured Query Language SSA Structured System Analysis
SWOT Strengths, Weaknesses, Opportunities, Threats
, , ,
TCO - Total Cost of Ownership TPM Total Productive Maintenance TQM Total Quality Management TQS Total Quality Society VBA Visual Basic for Applications A T MC
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III
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III
102
, (Atkison & Ezell, 2014). , , . , , , . , , . , . , . , (Oslo Manuel, 1997). , , (, 2010).
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oao oaaa ooo oeeo eea a ooe eje ee oe ooe, e, eooje, a. oo oao aa e aojae a oe oaea o o ooa, a, o eoa oaaje aaa ooo eaj oo a aj eo.
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III
103
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. ooo ea oeja oaj je e ao oao. oaja . oo ae oaja je e ao oao. eaa ae oaja ea a a eo ea e ao aeo eea ojea a oa aa o o o oaje e eo eea oea oo oee oaje o ae ee oja ooaa (Narayanan, 2001).
a ooa eaa ae oaja ae ooe aje. ae, a oae oea eoe oaje a oee ee eo. a oe oj ae oea a eo ooaaj aoa. ooe aje eaaj ae oje e oe oa ajo a oe oea oejae eoaaje oaje. a oe oo ae o o ooaaj aoa aae oaee a ajo oaje. a a o aea, oj a a oaje a oae ee eo (ajee 20 oa), aa ooe aje je ee oaea.
Ee ao oao oe. oaj ee ao oao. O ea eoaa oe ae . a a oe o oe oee , a, eoaa ea (. e ae ae), a aoe ea oe eae oee. a a ae o . oaj a a oe a a ae aajo a oa ao eea.
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aa ja je ee ao oao. ee oeao o ja a oo eoa oeje e aja a oao oje .
a eoa je e ee ao oao. Oa a a aea eoaa a oao . e oo a ee o oeje eo. Jaa oeja, ao e ooje, ao e ooje o , ea a oo oaa oo a eae a oa ao oo a oe ooe eaa ooe o ooa oj aj ee oaa a . ae oo e a aae oa a aa eaaj , oo aa ojeaa o oj eo ao ea oe a ee o.
2.2.
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, : , . (, , , , , , ) (outsourcing).
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III
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III
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, , , , , . .
2.4.
, , , , . , , , , , (Pokrajac, 2004).
. (Schumpeter, 1961). , . , . , , (, 2010).
oe . ee oaja ( 42).
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42 eeo oe ee oaja ( Pokrajac, 1994: 59)
o oe eooa oaja a o aa a oja e oa aj o , oja je oo eaa o eoo oa, j. eoeo oo a oojee (Schumpeter, 1961). Oe ee oe eae ae a o eea, o a a oaje a eee eoeo aaea.
o oe, a aaje ao aao aa, oeo e eea, a ao-aae ao ao eoee ee, oje aaj a e oje oj o ee e e aaj a aao-aojo a ( 43).
43 eeo oe aaa oajaa e
( Pokrajac, 1994: 60)
aae . ea ej. a aoo a , eea oa . o ee oae j a ejaa oajaa, oe oa eea oja o ooje oao aaaj oojee eoe ooe ooaa.
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eaa aaja a ea ooje e o ajea a aa o oaoa . a ae e oaa eooje, oooa aaa aoj a aaj aj ea, e aaj aaje ajee a aa o eea a .
Oaa eae eje oaje oe oje aje oae, aje aa oae. Oaa eae aaje e oaje oe oje aje oae aje aa oae. oae je oeao a oao ooo oja e oao o oaoa eojo oe eoo eo ooje . oae je, e ae, oeao a oajo eoo oje oao oaj aaj e eeo eo a eoo oa oooa.
oo aoja je oe oe eoa . a oe aoja je, aa e eooja ea eoa o, eeo je ea eee a o oaoa e, o a oao. aa e ja aje a, aj e ajee a o oaoa oaj a oeoj o. , ea eea oja aj ooo ooaj jaj a oaoo oea. e, aj aaj eoo oea, oe eoa oe. oo aj, eea oja aj ooo o a o ae o oje oae a o eooj o a.
Ooa aa e a ee oaja oe o a o eea oaja. (oae), ooo oa eae eje, a oa aa eea. ae , ojo aoo oao oo oaoo oea. oaoa ao eea eaa ajaajj ao . (oae), ooo oa eae aaje, oo oaoo oea ea eea oja aaj aaj aj ea oe aao-aoj aoa aaj aaje eee oje oeaaj oae ao eea a , jaj a oaoo oea.
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2.5.
(Rothwell, 1994). , ( 44) . . , , , . , . a , . . .
44 ( Mroczkowski, 2011: 273)
( 45) . , . 60- 20. , . , . ,
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. .
45 ( Mroczkowski, 2011: 274)
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46 (. : Mroczkowski, 2011: 275)
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( 47) 80- . , , . , . . . , , .
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. . , .
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. , , . , , , (, 2010).
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O e oea, e eaaj oee oaj, oja je e ao
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oa . , oe oa eea a . ooe oajaa (Chesbrough, 2006).
oe ee je aao o ooee oaje, ao o e oaa a eeaaj a ao a . . ( ), ( ) . , , . , , (, & , 2013).
- (Acs, Audretsch & David, 1988). , . , -. , (DeBresson & Amesse, 1991).
- :
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: , , .
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: , (Dirckinck-Holmfeld, 2009).
Ooea oaja eaa jaa eaa a oaje aae a eaoj eaj (a ooa oe) a oaje a eaoj eeaj, e oaja oaje aeo eja aa e a o o o eja oa aa je e o oejao oejaa eo e eja/oa. ooa ooee oaje oaj ej a ejaa, oa oj e e a a oaje.
ee o a oa ooee oaje :
eo aje a o a jea e oe a ao e "ooe oeaje", oa aaaa ao a ee aa/eeaa,
eaae a oa oe oee ea a oeae a ee ,
aje oojae oao aeja oe aeje o oea,
eae j. aae eeao ojo je o ao aaja ao e ooa eoa aaa eo, a e oo oe o a ae ae.
o oooa o ao aaja eaoa o je e aa . e ee oa ae e e , , ee eoo oe. e , , aajj aa
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oj o oeoa eea oj oja a oo ooja ooa; oe oo a, oo ejaoa a ooa a aae, a e ea oo oj o aa oo a e; ee eea oj aa e o aa ao; eoo oe oe a a oa eea oj.
oeo ea a ooe aoe oaj ao a e oe. , ea oaja oja o ooe oaje ajeoaje eje aoe oaje. ( 49).
49 ( Chesbrough, 2006: 46)
. (. , ).
2.6.
: , , , , , , . , ,
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. . , (Cvetanovi, Despotovi & Nedi, 2012). , . . , (start up) . , . , , (Smith, 2010).
, , , (Togaty, 2009). , , . , , , . (Link & Siegel, 2003).
, , , (Kuhn, 1970) . , . ( ), , .
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. (Cvetanovi, Despotovi & Mladenovi, 2012).
. ( ) . . , . . , , (Cvetanovi, Despotovi & Mladenovi, 2012).
, , . . , . , , . . ( 50) , .
50 ( Cvetanovi, Despotovi & Mladenovi, 2012: 151).
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(normal science crisis) per se .
, , (, 2010). , . , , .
oaja je oe, . ojaje e oeeo e ee oo e oo e e a ooaa. eoja eoee eoje oaja aa aoa eea ee e a ej a (a e oje) aj aej o oea eooe eoje a o ooe eoe oe e a o ooa oea. oe ee a aj , o a eaaj e aoe oaja. eooje ae oe ee oj oej a a ooe ao o e, j. o eoo ooa o .
oe aa o eooj, eae, a je oa a aa o eaa a a . , e:
Oea oe oj oej ao oo oo a oooa ao ja aaa eooje;
e ej oj e ooe oa o ea eooj, aoa a o o oj e oeje;
ea ea a , oj aj a aae ooaae ea ooe j ea a o oo o.
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ao a e ej ooao. ao, o o o ee ee aee o ee , o oj oaj oeja e ae a ja oaaja, oje aj ae e a. ea o oje oe, ao aeje oe e eae. oeo aje oaajo, aeje e a ae eoe a eaj oe. oao oe e oja oe eeje, e a eeae .
je oa ae a oje ooaaj a o ea o oj eo a . ao oao ee oe oo aaaj oe oa a a aae a ooo a aeje .
oaje, ea eooj eoj, ao aj ooje eooja. Oe oo oaaj oaa ooje eooja e eaj e oje o aa oojae, ajaj o eooj. e oaje aea oe eoo oe, a oa eooj oo a oee. Oaj aa aje a eo oaj je oaeo aaa eja oaje eae aoaa eoaa eoja. e a o oa oj aoa oj oaaj eoj eooje. a oejao eoja eooja a , oaj e ao ooa a ea ee oea oe eooje j. ea je ea; ae oa eooja a aj oa eaa je ee eooe eje oe ea ee oe eea, o oe aa ooo aoa a o oa.
aa e oaja oo a , ea oea a ea ao ae ooaaj ae o eoojaa a aae a oaj e, a aa oe eo oaja. aea je a o a oea a ea oj oej oeee ee, o ea oje aae e . Oo oo-ea e oea aje eooje oe eoje, oee, oe ae eoo.
ea eooa oaja eee ooe oe o e a eje aaa oa, ao oee e
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ea a oe aae, oeae oo, aaa oa. O oaaj aj aj a oo e o oa o oaj aj eej ae oa. a oj oe oaje eooje a ajaj e, ee a aj aaj ae eae eooje ajaj oj ooaaj oao. oe eeje, ae ooe j a eaaa a ooo ea.
o oo oo eo, oee a ooo oeaa a e oaaj aej oooo. ao o aoo ea eaeea, o aa ae aeje, oje o aoae ao e, aa, ao ee.
a oje a oa aej, o je, aej oejao eo oa, aoao a oe o ooa oea. ea aja eae aeje. aaj ee, o oeeo oe oaje. ee, ae eoe a ao oa oj eo a ejaoa a, ooaaj oe ejaj e a oeee ooe ojee eee a.
ao o oa aeja, ae eae aeje j eae oj aoj o ae oaja a ae ae ao ee, ao o ae eea ooo . aeje aoa eea eo oae; oe oaaj a ae oj eo aoe a oe jee ao oe ee o eaa, ajoe aj o ee oaaaj a oee eooja oje e o e j.
-. , , . . ( 51). - , , (Perez & Soete, 1988).
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51 ( Cvetanovi, Despotovi & Mladenovi, 2012)
, , . , (, 2010).
2.7.
, . , , (Drucker, 1991). .
(Narayanan, 2001). , , . (, 1997)
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, (Atkison, et al. 2010). . , . 60 . , (Carlson & Wilmot, 2006).
. ea, oeo ajee e oeaa a aae aea e a oeeo . oeo eoaa oojae a eaa oja a ea ee oejaaj ooa, a . (Dragievi, 2012).. , .
ajeeeaje , oeo je oa eo aaa oe. oe aa eo a aja oaaea: oae eo oaja a , ao , eae oa, ao oja aoe, eja, oo, aja .
oeo a o a aoa. ajeeeaje , oe je e aoe aa a oe (aoeooo aae, aa, ja eo, aa eaa, oao e, oaoa oa .) ae (eaee ooo, e, oo, oao, oao, ae).
eae o aaae ooje ooa, a a ee oea aa, ao o aojo ea, je oo a aa oee eo aa oa ooaa. oe oeo aje eo e ee a ojo e oe eaoa eea aeja oea. Oa je o a ajeje oeaa a aoje eo , eae o ooa, , ao o eoo oea. ooaj eaje oaae ooje ea
III
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oeeje / eae oe eo a ee oo o aoa.
ooo eaa oaa jea o ajaj aoa aa aoja eea. ooaaj oo ooa ooje oo o ooa a eoa a ee oa oo oea, eaoao o aa oooee eo, ao eao aaoaa e ae ae. oje e je a oaj a e a oe oo o oee eo. eo, oj e ajee oea eoo oaja, je o oa aa ajej eea oa eajaa. eae o aaae ooje ooa a a ee oea aa, ao o aojo ea, je oo a aa oee eo eooj aa.
eooj aa, ea e a aa eo. oeo e e a o aa a oj , oaj oejaj oj know-how (OECD, 2001). : , , .
O oeo aaja a aae oee eo oaje aoae a a. Oe oaje e aa e aaj a jeo, e a oaj a a aa, e e e aa ae eooe oe. eoaa e a oae a ooae aeje oje eea. Eea je aaja ao e oajaa aoa a a aa oo e (, 2000).
oao ea oo oeo, a oa oea eo e oa. oo jee aaja a je e oo ej eo eo, e e e oje eeoo eoo aea. oaa ooo eaa e aj eea ee e eao. . , , , , (Sirkin, et al. 2008).
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aj oaja a oao a je ao o oa, a e a o oaj oea oaj ooa. oaje ooa eaaj o aooea oea ooaa ej a aa oaj ea. oo, oaje oea ej a oo . , oaje ooa ej a a oa a a eaa oa, a oaje oea a a aea ooa ooe (, 1997).
aee aj e ajao oj ooe eee eee oaoj oaj eooe aeje . Eea aa aa (ea) a aajo e ooa e ooa a . ee eoo oaja oe a e oa eea ea a a oo a ea a , a o oo a oao oeee a e oao. a oeaa ea e o aje o ao o eaj ooje oe ojaj e o. oje eooo a aae aoj oaj o oeaa a oao o ao oeeo eoa aaoae, e oe ooo eaj a eo a.
oaja a a oeo oaea oaae oo a oao, a e eeje eaje aaa oeo oo eeaa, oea, ea aooaa. oaje ooj ee a oee oe eo a aa: 1. aae o ooa oe oea; 2. eae aa aa ooje oaa oeje; 3. oaae ooje ooa (Narayanan, 2001).
aae o ooa. eea e eo ae oo ee aaa, e e aa a a oo oe ooe. oo o ooa e ojao ao oea e ooo oje oa eea oa aa ooa ea a e.
eae aa oeje ooje oaa. eea aoe oe oaje ao oea aa oeje ooje oe oea. a ajea, ooa ooaa oao je oa a , a oe oaja ooa oajaa aaa eo, eea o e o oj a oo a oje oee.
oaae ooje ooa. Oa oja je oaje oea oaje ooa. oaja ooa oe eaa ooae aaea ooa ooae aaa o
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ooa o ae aa. oaje oea o eae a ooae oea ooe a oee aj o oa. Oe oe oje ojeae ea ooa oee oje eea o ooje oe oea.
ee e oaja oee eo ae, j. eaj e eeo. Oa ao aa je oeaa oe oea eojo eea.
oo oe oea aaje aa oaje aaj oe ooe, a oo eea, ao oa o aaa eea oea, oo o je oj oej eoo aoj.
ooj eoa ea e oa ea a oaje, oo ooa aeja eea. aa e oa ea oo o, oaje eaa aaja o oee eo a eea. e, a e oeja oa ea a oaje oo oo, ea a ooj a ea e oa oa ea a oo aej. ooje e aoa a oaae ea:
oaje eo a oe oj eea. Oe o o aaja a e eea oe oea. o aoa oeae eo aja a oaae oee eo eo je a a e a .
. , , . , , . , (, 2002).
. () . , , , , . ,
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4 - EFQM 2013, , . , .
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aa eea oee ee ojaj a ao eoo . e, o ee a je ooo a eea a e ae a oa a oaea oa a a eea ( 8), aaa e eea oa oaa je aajo eo oo oj eaae ee o o eea. aaa e a e eea aa oaje eoa a aa o jaa.
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8
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IV
153
2.4.
QMS-a -a . :
Small office ( );
RAD (rapid application development) ;
DBMS (data base managament system) , .
Linux- MSWindows-, :
Microsoft Windows ;
Linux ;
MS Office MS Windows .
, . Microsoft VB6, VBA MSOffice :
MS Access ; (Benjaoran, 2009)
MS JET 6.0 MS SQL DBMS Access ( MS , MS SQL);
MS Word MS Excell MS Access-.
e ( 10).
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10
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15% ( 0 15) 10 15
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, (Total Cost of Ownership - TCO), . - .
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