摘要：The implementation of TQM (Total Quality Management) strategy in the public transport enterprises in Macedonia means improving the quality of services through examination of business processes not just in terms of defining,improvement and design of the process,but also improvement of productivity and optimization of the costs of quality. The purpose of this study is to point out the importance of determining the quality of the transport services,its methods,and techniques for measurement of the optimization of business processes in particular. The analysis of the quality costs when providing transport services can help managers to understand the impact of poor quality on the financial results and the bad image it gives to the enterprise. In this study,we proposed and applied the model for better performance and higher efficiency of the transport enterprise,through the optimization of business processes,change in the corporate culture and use of the complete business potentials. The need for this methodology was imposed as a result of the analysis made in the company in terms of whether is it doing an analysis on the costs of quality or not. The benefits from the utilization of this model will not only lead to increasing the business performance of the transport enterprise,but this model will also serve as a driving force for continuous improvements to the satisfaction of all stakeholders.
关键词：quality of service;methods and techniques to assess the quality;optimization of the costs;TQM methodology.
