Software Support of Quality Management in the Service Sector

Over the past decade, increase the dominance of the service sector, especially in more developed countries, including Slovakia. According to the World Bank data (2014), the services sector contributes to gross domestic product (GDP) in these countries more than 50%, for example in 2012, it is the Slovakia and Czech Republic 61%, in Poland and Hungary 65%, in Germany 71%, in UK 78%, in Japan 73%, in USA 79%. In order to be able to stay in such highly competitive environment, it is necessary to pay attention to the quality of services, as an important tool of corporate competitiveness. Quality in the service sector has significantly changing nature, which is related to continuous growth and changing of customer requirements and expectations. For this reason it is necessary that service companies place emphasis on the area of quality management. Help for these companies are different software tools, of which aim is to facilitate and make the entire quality management system more effective. The aim of this article is to point out the possibility of using the BOC Management Office tools in quality management and their benefits form the view of firms that use these tools. Between main benefits belongs: all the information from one source; the possibility of using the tools from the simple modelling to different scenarios, analysis and simulation; assessments of performance indicators; which resulted in increasing the work efficiency. (C) 2014 The Authors. Published by Elsevier Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/3.0/).