New Trends in Process-oriented Quality Management

This article is focused on process quality, which can be followed within the frame of the whole transportation chain or through division into its single constituent stages. It describes the newest approach to monitoring process quality applied to railway companies by using various types of appropriate software. It is currently a pressing problem to identify quality not only before the start of transportation and during it but also after the end of transportation. In the area of service provision in transport, it is important to take into account the fact that the requirements and claims of customers change over time.