Final considerations

4. Final considerations

Nowadays, very small number (a few per cent) of the scientific research activities in area of quality management systems are based on topic of the collection and analysis of information with aim to improvement business results. That fact justify author’s effort to make preventive actions for improvement business performances through establishing synergy between area of quality management and artificial intelligence like area which is strictly oriented on producing knowledge. Also, through analysis of the available software for quality managemnt, it can be concluded that there are no any software from field of artificial intelligence that was developed for quality management systems improvement. That means that each further step in this direction brings positive scientific research results. The research point out necessity of making connection between more software solutions and tools in order to make the system with a higher level of intelligence. For this purpose, it is best to apply the integration of decision support systems and expert system. That is best world experience. With this approach it can be make system that producing knowledge and that is greatest resource which can make organization more competitive and can ensure improvement of organizations performances. Based on those facts in this research we developed unique analogy integrative approach which stays in the basis of model for improvement business process performance in the direction for achieving best organizational performances.

As the most important requests for achieving business excellences were identified requests which are mostly related to: measurement, analysis and improvement (module 8 - ISO 9001) and management responsibility (module 5-ISO 9001). The next area is most important for excellence organizational condition and at the same time area where should make very intensive action for improvement and strengthening: 821 – customer satisfaction, 72 - customer related processes, 54 – planning, 85 – continual improvement, 56 – management review and 55 – responsibility, authority and communication. It is interesting to highlight, that all activities and process which is related with customer and achieving his satisfaction and anticipation his needs, are in the focus and that should be direction and guidelines for all employees.

Also, it is shown that the strengthening, especially in these areas is used to lead to the significant progress in terms of: business process reengineering, manufacturing strategy, performance measurement and benchmarking, as very important aspects of market-oriented organization.

This research present interesting and useful results which should be use for defining measurement for improvement business performance in way for achieving business excellence. Those results are related with term of Degree of readiness which show part (every request) of ISO 9001 certified model and they ability for achieving top business form. Also, interesting results are present through values of Coefficient of significance. This two indexes show direction about area and intensity of action which should be provide to make best organisational condition.

In organizations that have specific information through database and information systems, it is necessary to develop systems that will assist staff in decision making. These systems provide data and output information on the basis of which, in accordance with the principle of decision making base on fact, the employees make business decisions that certainly contribute to improve organizational performance. However, in the today complex business condition, organization must make stride from level of data and information to level of knowledge. That is way for ensuring prestigious position on the market. That could be achieving through development expert system base on expert knowledge and base on output of decision support system.

This approach could be related with one modern approach, which calls case base reasoning. This approach is base on experience of other companies, and that approach could be use for defining preventive action. In this sense, it can be use a system that was developed in this work. That system was testing in real condition and proved to be very useful and that showed great level of efficiency and effectiveness for real business conditions. According to process of testing and estimation, users of the system were put ratings that are present in table 2. They indicate that this system can: make financial benefits, provide better organisation of job, stimulate all employees to improving own process, synchronise function in organisation, identify priority area for improvement, define intensity of action for improvement, stimulate preventive versus corrective action, encourage better involvement of new staff in to the activities, bring higher level of flexibility and other.

Author details

Aleksandar Vujovic, Zdravko Krivokapic and Jelena Jovanovic

Faculty of Mechanical Engineering, University of Montenegro,

Department for Production Engineering, Podgorica