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Freight transport today directly affects major business decisions of customers on market coverage; purchasing; route/itinerary design; quality policy; pricing policy and payment terms, which makes it imperative to develop a system of management practices to improve the efficiency and performance of the road haulage service. Based on this argument, we set out to analyse the management practices that road transport organisations implement and use to improve efficiency, approached from an internal perspective, in order to cope with major changes in technology, markets and organisational structures, given that the key transport processes, approached in a unitary manner, integrate a series of operations that concern not only transport itself but also storage, handling and transhipment and transport packaging. Ensuring that the transport service meets market standards is a major factor in retaining customers and increasing efficiency and performance. [ABSTRACT FROM AUTHOR]

Managers in public institutions are increasingly concerned with achieving high quality and effective communication and raising awareness of its importance among members of the institution, with effects on improving: leadership effectiveness; employee motivation and satisfaction; employee trust in the institution and their commitment to both work and the organisation; improving the relationship between managers and subordinates. This requires managers to continually adapt organisational communication strategies, policies and practices to facilitate the achievement of the institution's mission and objectives. The study aims to analyse organisational communication, from an internal perspective, with a view to improving its quality according to the requirements of external and internal stakeholders. At the same time, we aim to identify management practices and factors that can positively influence the quality of communication and employee involvement in the communication process, with effects on increasing employee satisfaction, based on the example of a public institution within the state administration. [ABSTRACT FROM AUTHOR]

The study aims to measure and analyse the quality of road haulage services in order to identify and implement best practices for quality improvement. The assessment of the quality of road haulage services was carried out from the external perspective of the customer with a focus on the dimensions of quality, based on their perceptions of the satisfaction of the requirements and conditions demanded by the 43 customers, represented by companies from the food industry, light industry and wholesale trade. As research methods, a survey based on a structured questionnaire was used, which included 51 items/primary variables that formed the basis for the construction of the 5 aggregate variables, which express both the quality of the road haulage service provided to the approached as a process and the human resource practices that contributed to quality assurance. [ABSTRACT FROM AUTHOR]

Globalisation and intense market competition have affected the business environment of the 21st century. The changes have mainly occurred at the customer level, where expectations in terms of service quality have increased, whilst customer loyalty has not reached the same level of expectation. This change has also been felt in the passenger air transport industry, with passenger airlines increasing their efforts to identify and implement new ways of improving the quality of services they provide to customers. However, air transport, be it cargo or passenger, faces considerable challenges arising from the increasingly dynamic and uncertain environment in which it operates. This paper is part of an empirical study aimed at developing a model for measuring and analysing the quality of air passenger services in order to improve the quality of customer service. This paper therefore aims to present some important aspects of the influence of quality on customer satisfaction in a major international airline. [ABSTRACT FROM AUTHOR]

The empirical study addresses an important topic, namely the importance and motivations of QMS implementation in SMEs, based on the new edition of the international standard ISO 9001: 2015, and starting from the reality that in 2018 the share of SMEs that have implemented and certified QMS according to ISO 9001, also considering the ISO 9001 version the 2008 edition, is below 30%, and those that have implemented and certified the new 2015 edition have a share below 10%. Thus our study is based on a sample of 93 enterprises that have implemented the new standard. Regarding the certification of SMEs, we believe that obtaining the certificate by meeting its criteria is not enough considering that it determines more the direction to follow, the future evolution of the SMC, which is why its requirements can be considered as minimum criteria to be met for certification, not an end goal. [ABSTRACT FROM AUTHOR]

The study aims to highlight the barriers faced by small and medium enterprises (SMEs) in implementing the quality management system (QMS). For this purpose, we built the variable "Barriers in the implementation of QMS", composed of 13 primary variables. The statistical analysis was performed on a sample of 62 SMEs in the field of industrial production (microenterprises were not considered), from Romania, which implemented this system in accordance with the requirements of the international standards ISO 9001: 2015. As research methods, we used a survey based on the questionnaire and the interview to identify the main difficulties in implementing QMS. The results indicate that SMEs face many barriers in the implementation of QMS, which negatively affect both the effectiveness of quality management practices and organizational effectiveness. [ABSTRACT FROM AUTHOR]