Total Quality Management (TQM) is contemporary approach to QMS that considers all the aspects of the management system for continuously improving the quality of products, services and processes. After it experienced phenomena success in the industrial sector, it was applied to service organizations, such as banks. Numerous studies confirm that orga...

By Isidora Ljumović, Jelena Lazić, Janko M. Cvijanović

Technological development cannot be seen outside the context of sustainable development. The goal of sustainable development is to “meet the needs of the present without compromising the ability of future generations to meet their own needs.” Yet in this era of unprecedented economic growth, achieving this goal can seem more of an aspir...

By Vladan D. Pavlović, Saša S. Muminović, Janko M. Cvijanović