ICQEM – 2018

ICQEM - 2018 - Banner
ICQEM - 2018 - Capa

After the successful organization of the 1st and 2nd International Conference on Quality Engineering and Management, in 2014 and 2016, it is our pleasure to welcome you to the conference 3rd edition at the Universitat Internacional de Catalunya in Barcelona.

The ICQEM 2018 is an international forum to present and discuss the progresses in the Quality Management, Quality Engineering and Organizational Excellence fields. Consequently, since the beginning, the conference covers different topics as: Standards, Continuous Improvement, Supply Chain Quality Management, Management Systems, Six Sigma, Quality Tools, Quality Management in Higher Education, Quality Management in Services, Total Quality Management, Organizational Excellence and The Future of Quality.

This conference provides the unique opportunity to share the latest insights of academic and industrial research on Quality Engineering and Management and Organizational Excellence, as well as to experience the unique environment of Barcelona, a city which has been at the heart of the artistic, cultural and scientific development since many years.

The ICQEM18 includes keynote speeches, parallel technical sessions, workshops and a number of social and networking events, including a conference dinner. The 2018 edition keynote speakers will include:

  • Mats Deleryd - CEO & President, Swedish Institute for Quality, Sweden
  • Jaume Ribera - Professor of Operations Management, IESE Business School, Spain
  • Marianna Sigala - Professor, University of South Australia, Australia
  • Malcolm Tight - Professor, Lancaster University, UK

Approximately 80 full papers have been submitted and almost 65 were accepted for presentation, after review from the Conference Scientific Committee. Some of these papers were selected by the Scientific Committee to be considered for a special issue that will be published by the International Journal of Quality and Reliability Management (SCOPUS indexed journal). Papers accepted correspond to authors from all around the world, with more than 20 countries represented at this level. Therefore, a warm acknowledgment to all speakers and authors is well deserved – Thank You!

We must acknowledge the institutional support received from the Universitat Internacional de Catalunya (UIC Barcelona), Universitat de Girona, School of Engineering of the University of Minho, University of Coimbra, Portuguese Association for Quality, ALGORITMI Research Centre, Research Network on Management Standards, Cempalavras and Brazilian Society of Quality and Excellence in Management.

Let’s take advantage of this great opportunity and make with your contributions an event with Quality, shared and built by such a top level group of participants!


Circular economy: Challenges for the supply chain

Dagnino, B.V.


Purpose: The purpose of this paper is to enhance the difficulties the supply chain will face to implement Circular Economy (CE), as opposed to linear economy, since all interested parties have different thoughts about it, and are not convinced of its cost-benefit.

Design/methodology/approach: The paper is based on the attendance of a relevant congress in Amsterdam on the subject, combined with literature review and participation in discussions about the creation of the CE Nucleus at the Federal University of Rio de Janeiro (UFRJ).

Findings: Main finding refers to the lack of awareness of stakeholders on the importance of CE for sustainability: enterprises, suppliers, governments and society do not assign priority for the concept and its tools.

Research limitations/implications: since CE is a new strategy, its practice is limited to a few developed countries, where society is aware of its relevance. This means that experience is limited, hence available literature is relatively scarce, especially regarding challenges.

Practical implications: the success of the implementation of CE depends upon the mind set of people in general, thus requiring a strong communication effort to convince all parties of its importance. Examples of good practices and reference literature are provided as motivation.

Social implications: CE has a direct connection with sustainability, hence its direct social implications regarding optimization of the utilization of Earth resources.

Originality/value: Due to the limited worldwide experience on CE, especially in developing countries, the paper will provide guidance for its application for all stakeholders.

Keywords: circular economy, supply chain, challenges

Paper type:General review

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Assessing the financial effects of adopting multiple certifications

Hernandez-Vivanco, A. ; Domingues, P. ; Sampaio, P. ; Bernardo, M. ; Cruz-Cázares, C.


Purpose: The aim of this article is to research into the effects of multiple certifications on firms’ financial performance by considering the dynamics involved in this process.

Design/methodology/approach: 243 Portuguese companies that had adopted multiple certifications by 2015 among ISO 9001, ISO 14001 and OHSAS 18001 were analyzed with their historical records from 2007 to 2015. The research into the causal effects of the certifications on firms’ return on assets (ROA) was based on a panel dynamic approach, namely the system generalized method of moments.

Findings: Firms holding ISO 9001, ISO 9001 + ISO 14001, ISO 9001 + OHSAS 18001 and ISO 9001 + ISO 14001 + OHSAS 18001 significantly improved their ROA in the studied period due to the certifications.

Practical implications: Investors and top-managers shall consider certifications as a potential source of firms’ improvement. To this end, ISO 9001 could be the reference for incorporating the other standards into a more efficient and integrated management system.

Originality/value: To the best of the authors’ knowledge, this is one of the first studies simultaneously considering the dynamics involved in the adoption of multiple certifications and firm performance.

Keywords: ISO 9001, ISO 14001, OHSAS 18001, financial performance

Paper type:Research paper

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Amine Foaming Modelling and Reduction Using Binary Logistic Regression

Abdulla, A.F. and Awad, M.I.


Purpose: Foaming is one of the main causes of operational shutdowns in natural gas processing plants in general and sweetening processes in specific. This study is carried out to investigate the main factors impacting foaming at natural gas processing plant and provide proposals for foaming reduction

Design/methodology/approach: Historical data of foaming events in a chemical plant will be analyzed using binary logistic regression to determine critical factors affecting foaming and propose ways to control such undesired phenomenon

Findings: Focusing on potential causes, a more proactive and less expensive approach is considered instead of antifoam injection reactive approach. Inlet gas pressure, heat stable salts, total suspended solids, and iron impurities are the most significant contributing factors to foaming. Maintaining inlet pressure below 1045 psi, heat stable salts below 2.7%, suspended solids below 10 g/l, and iron concentrate below 9 ppm will substantially reduce amine foaming.

Research limitations/implications: Findings and analysis is applicable to the chemical plant under study, different processes require repeating same analysis

Practical implications: Based on plant under study historical records, the minimum time required to bring the plant back on during the shutdown is around 20 minutes and foaming incidents occurred 121 times during the period of February 2009 to December 2013. As a result, the total income loss during this period can be estimated as more than $700,000. Optimal settings of factors under study according to recommendations above is expected to result in 85% reduction of foaming events which represent a significant improvement over the current performance.

Keywords: Foaming, Binary Logistic regression, Sweetening, Sour gas.

Paper type: Case study

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Delight in excellent tourism experiences: The role of the exceptional value and the appraisal

Escobar Rivera, D. ; Casadesús Fa, M. and Simon Villar, A.


Purpose: The aim of this study is to determine effects thought positive affect and excellence to elicit a general appraisal in delighted touristic experiences. The goal is to understand the event-chain according to the appraisal options. The cognitive appraisal theory is used to explain why the emotion has a distinct set of appraisals for each person and why one experience can affect future consumptions.

Design/methodology/approach: A survey is administered to tourist have visited Girona. To the statistical analyses were used nonparametric test and for the mediation, analyses have adopted the methodology suggested by (Zhao et al., 2010).

Findings: Research findings suggest that the appraisal it can be evaluated differently according to with the service sector. The appraisal in delighted experience’s it is mediated by the excellence and positive affect. There is not a significant direct relationship between exceptional value and the appraisal bat in such a setting, mediation variables may be are more important for customers influenced by previous experiences.

Research limitations/implications: Appraisal was measure with one descriptive factor and the variables in this study correspond to a major construct. Future research may explore other dimensions of the appraisal and compare customers’ groups manipulating stimulus.

Originality/value: The results allow linking the exceptional value and appraisal thought mediator variables. Even when the article does not trade to prove the appraisal theory, might introduce considerations that have not yet been addressed in regarding delight.

Keywords: Delight, appraisal, exceptional value, positive affect.

Paper type: Research paper

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Human error prevention in manufacturing

Deshpande, M.


Purpose: The purpose of this paper is to provide an answer to a very common problem of discrepancies in Quality of Products due to Human Errors in operations. Human errors often have great effects on quality, safety, and efficiency in manufacturing and service industry: e.g., assembly of wrong component, incomplete operation, loose assembly, scratches and damages on the product while performing operations, wrong data entry or filling wrong fluids. To prevent these errors and their undesired effects, “error proofing” solutions are effective. Successful examples include distinguishing the places of similar looking parts, simplifying the sequence of operation, using color-coded parts to avoid wrong part assembly, using a checklist in hand, and providing facilities for the ease of job. The basic idea of error proofing is very simple. Although human beings are flexible and creative, they also often make errors. This characteristic cannot be changed. Therefore, improving the other element of the work system, i.e., “work operations” including materials, methods and machines is an effective way for tackling errors. Error proofing has many different names such as fool proofing, poka-yoke, mistake proofing, and so on. All can be explained by this simple concept, “changing work operations to fit human beings”. Although error proofing solutions are successfully applied in manufacturing and service industry, most of them are generated individually as needed to suit each occasion without the benefit of the knowledge of the wider body of error proofing solutions. This paper explains the error proofing principles and solution directions existing behind these proven solutions and provides a simple methodology for systematically generating workable solutions to reduce human errors in manufacturing industry.

Design/methodology/approach: Study of quality and safety concerns in manufacturing operations

Findings: Rather than focusing only on the human being, the new concept of Human error prevention focuses on the improvement of the work station including method, machine and material which can be used for quality and safety improvements in manufacturing operations

Keywords: Human Error Prevention in automobile Industry, Error Proofing Principles, Error Prevention, Human Error Control

Paper type: Technical paper

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QM and innovation in the Greek agri-food sector

Kafetzopoulos, D., Sakali, P.C. and Skalkos, D.


Purpose: The purpose of this paper is to examine the extent to which three enablers of the EFQM Excellence Model, as a single factor, are associated with innovation performance in the Greek agri-food sector (focusing on the North Aegean region). Moreover, it offers insights into the nature of quality management and innovation activities of the responded companies.

Design/methodology/approach: The analysis followed in order to investigate the relations among the various constructs of the proposed model, includes an initial exploratory factor analysis (EFA), followed by confirmatory factor analysis (CFA) and finally structural equation modelling (SEM).

Findings: According to the study findings, the three EFQM model enablers directly contribute positive and significant to innovation performance of the Greek agri-food companies. The level of innovation performance of these firms is medium.

Research limitations/implications: The sample of the responding agri-food companies is limited to small and medium-sized agri-food firms from one country (Greece). Moreover, this study focused mainly to one region (North Aegean) of Greece. In addition, firms from different sectors have different resources, capabilities and performance.

Practical implications: The study offers clear implications for agri-food firms managers who should put additional emphasis on QM and the four dimensions of innovation in order to achieve improved overall firm performance.

Originality/value: Based on the multi-dimensional structure of quality, this empirical study determines the contribution of QM to specific innovation performance dimensions of the regional agri-food companies.

Keywords: Quality management, EFQM model enablers, innovation performance

Keywords: Research paper

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A maturity model to assess Supply Chain Quality Management integration

Cubo, C. ; Oliveira, R. ; Estrada, R. ; Fernandes, A.C. ; Carvalho, M.S. ; Afonso, P. ; Roque, J. ; and Sampaio, P.


Purpose: The purpose of this paper is to present the development of a Supply Chain Quality Management (SCQM) maturity model, a self-evaluation tool with the purpose of assisting and helping organizations in gradually improve the integration of Quality Management (QM) and Supply Chain Management (SCM) practices.

Methodology: A literature research was carried out in order to get understanding about the key concepts of SCQM, and also to identify and study the main existent maturity models on the QM and SCM domains. Then, combining the knowledge acquired, an approach to a SCQM maturity model was developed.

Findings: The main achievements to be accomplished regarding each maturity stage of SCQM integration were identified and then incorporated in a multidimensional structure, which embraces five maturity levels related to five organizational dimensions (Organizational Performance, Quality Management, Information Management, Supply Chain Integration, and Sustainability).

Originality/value: This paper focuses on a subject that has not been broadly explored in theexistent literature, since none SCQM maturity model was found in the literature. Thus, this paper contribution lies on providing knowledge to understand which topics must be assessed in order to improve the efficiency of SCQM integration and the performance of the overall Supply Chain.

Keywords: Supply Chain Quality Management, SCQM, Maturity Model, Integration

Paper type: Research paper

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Fusion of partial orderings for decision problems in Quality Management

Franceschini, F. and Maisano, D.A.


Purpose: In a rather common problem for the Quality Management field, (i) a set of judges express their individual (subjective) judgments about a specific attribute, which is related to some objects of interest, and (ii) these judgments have to be fused into a collective one. This paper develops a new technique where individual judgments – which are expressed in the form of partial preference orderings, including the more/less preferred objects only – are fused into a collective judgment, which is expressed in the form of a ratio scaling of the objects of interest. An application example concerning the design of a civilian aircraft seat is presented.

Design/methodology/approach: The proposed technique borrows the architecture and the underlying postulates from the Thurstone’s Law of Comparative Judgment (LCJ), adopting a more user-friendly response mode, which is based on (partial) preference orderings instead of paired-comparison relationships. By aggregating and processing these orderings, an overdefined system of equations can be constructed and solved through the Generalized Least Squares method. Apart from a ratio scaling of the objects of interest, this approach makes it possible to estimate the relevant uncertainty, by propagating the uncertainty of input data.

Findings: Preliminary results show the effectiveness of the proposed technique, even when preference orderings are rather “incomplete”, i.e., they include a relatively limited number of objects, with respect to those available.

Research limitations/implications: Thanks to the relatively simple and practical response mode, the proposed technique is applicable to a variety of practical contexts, such as telephone and street interviews. Although preliminary results are promising, the technique will be tested in a more organic way, considering several factors (e.g., number of judges, number of objects, degree of completeness of preference orderings, degree of agreement of judges, etc.).

Originality/value: Even though the scientific literature includes many techniques that are inspired by the LCJ, the proposed one is characterized by two important novelties: (i) it is based on a more user-friendly response mode and (ii) it allows to obtain a ratio scaling of objects with a relevant uncertainty estimation.

Keywords: Group decision making, Law of comparative judgment, Partial preference ordering, Generalized least squares

Paper type: Research paper

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Coaching and organizational improvement: A balanced scorecard approach

Fernández, C.L., Bernardo, M. and Karsperkaya, Y.


Purpose: The chief goal of this study is to measure the impact of coaching on organizational improvement using the Balanced Scorecard (BSC) conceptual framework.

Design/methodology/approach: Case analysis based on action research, incorporating real management data to track progress in line with the BSC framework.

Findings: The results point to an enhancement of the subject’s managerial skills in relation to team management and decision making and to an improvement in the subject’s industrial management indicators.

Originality/value: To the best of our knowledge, this is the first study to specifically examine the relationship between coaching outcomes, management variables and business performance. This study presents a new evaluation methodology, based on the BSC, which can be applied to other processes.

Keywords: Coaching, Balanced Scorecard, Organizational improvement, Business performance

Paper type: Research Paper

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Capability index analysis in Short-terms production at the machine supplier and initial manufacturing facility

Oprime, P.C. ; Lizarelli, F.L ; Pimenta, M. ; Alliprandini, D.H. and Chakraborti, S.


Purpose: The objective of this paper is to provide a statistical method to approve capability index of new machines that are in the supplier or in the startup of production.

Design/methodology/approach: The approach methodologic involved the development of a mathematical model and the use of simulation to find critical value of Cp and Cpk index to approve machine in the supplier or in the startup of production.

Findings: A statistical probability density function was built to give support in testing short-term capability index. Using numerical analysis, critical values for Cpk and Cp was found. An illustrative case showed the application of proposed method.

Research limitations/implications: The proposed method concerning a short-term sampling for variables that follow a normal distribution. Asymmetric probability distribution is not considered.

Practical implications: In testing machine supplier or pre-production, normally practitioners have used the Cp/Cpk index. However, in general, the practitioners have not been considered the Cp and Cpk as random variables. This paper provides a supportive statistical method to approve machine’ capability.

Originality/value: There are not many works that give a supportive method to approve machine capability index.

Paper type: Research Paper

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Control Chart and Capability Indices:Systematic Literature Review

Lizarelli, F.L. ; Oprime, P.C. ; Pimenta, M. ; Alliprandini, D.H. ; and Chakraborti, S.


Purpose: The objective is to identify how the literature is evolving on acceptance control charts and on control charts that combine process capability indices for decision making.

Design/methodology/approach: The paper proposes the accomplishment of a systematic literature review (SLR) for the identification of the main papers in the subject.

Findings: The SLR identified the period with publications on the subject, which allowed to affirm that the subject is currently relevant and there is a concentration of publication in the last years. It was also possible to identify the main authors and journals that can be references in the treated subject.

Research limitations/implications: A limitation was the use of only one database for the search, despite being an internationally recognized base, may not include important papers for the subject. Future studies can expand the search and deal more in depth with the papers found.

Practical implications: The main contribution was the identification of the main themes in which it is possible to put together the papers found. These themes are the use of acceptance control chart, control charts for capability indices, control charts with capability indices (jointly treat control charts and capability indices for greater process control efficiency) and other related issues.

Originality/value: The paper contributes with the identification of studies that correlate control charts and capability, allowing a general idea of the literature in the subject. It was possible to identify the trend of study within each of these themes and to perceive variations of the application of the different charts of control.

Keywords: Capability index, Acceptance control chart, Systematic Literature Review

Paper type: Literature review

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Collaborative Networking of Researchers in Quality: A Portuguese Case

Pires, A.R. ; Saraiva, M. and Rolo, A.


Purpose: Experience of a Portuguese network of researchers in quality is presented, and future development is discussed based on literature related to business collaborative network.

Design/methodology/approach: Literature review based on company’s networks was used whenever applicable, and it was adapted to individual networks. A critical analysis of the network is carried out, bearing in mind development along its functioning for 9 years.

Findings: The experience shows some positive achievements (ex. a scientific journal), and some difficulties (ex: common projects). However, the most important issues for future sustainability are related to management dimensions like structure, strategy, earnings, relationships and performance.

Research limitations/implications: Higher Education Institutions are increasingly competing for resources and students. Small Research and Development (R&D) teams, such as quality, face relatively more difficulties than large ones. Collaborative networking can be a good solution.

Practical implications: Conclusions and reflection may interest other countries and regions.

Social implications: The weak mutual knowledge among quality researchers, as well as the lack of synergies between groups and individuals, can be a seriously weak point for development and scientific production. Coopetition can be possible and advantageous.

Originality/value: Research on quality issues is often carried out in small R&D teams. Collaborative networking can improve both theoretical and practical development.

Keywords: Quality, Network, Collaborative, Research

Paper type: Conceptual

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Barriers to the development of Continuous Improvement maturity in the manufacturing company

Kucińska-Landwójtowicz, A.


Purpose: The purpose of this study is to identify barriers to the development of Continuous Improvement (CI) by using a five-stage CI Maturity Model.

Design/methodology/approach: This study is based on a case study approach. One manufacturing company producing electronic devices which has been using continuous improvement principle was selected. In the study, a five-stage CI model, presented by Bessant at al., has been applied and used to identify CI maturity barriers. The case study data were primarily collected using an interview, documentary evidence and results of the survey questionnaire.

Findings: The research has led to the collation of factors/barriers that lead to the problems of development of Continuous Improvement initiatives within the manufacturing enterprise.

Research limitations/implications: The results of the research are based on a single case study; therefore, caution is required before making generalizations on the basis of the data.

Originality/value: The research allowed to identify the factors that constitute a barrier in achieving the highest level of CI maturity in the manufacturing company. That is a quite new approach from the point of Polish production enterprise. There is a lack of studies that approach this issue in such a way.

Keywords: Continuous Improvement (CI), CI Maturity Model, barriers

Paper type: Case studies

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A QFD-based approach to identify product-service systems functional requirements

Barravecchia, F., Mastrogiacomo, L. and Franceschini, F.


Purpose: Product Service Systems (PSSs), i.e. integrated offerings of products, services and supporting infrastructures, represent the output of a growing number of manufacturing companies. This paper extends the Quality Function Deployment (QFD) method to the design of PSS. The proposed approach aims at the elicitation of functional requirements taking into consideration all the different players who interact with the PSS and all the possible interfaces of value exchange.

Design/methodology/approach: The research objectives were achieved by: reviewing current methodologies, analysing the architecture of existing PSSs and selecting a framework to be applied for defining their functional requirements. A practical example contributes to illustrate the proposed approach.

Findings: The paper aims at closing the gap concerning the identification of PSS’ players and the definition of their specific functional requirements. It stimulates the opportunity to enable new services, new functionalities and related requirements based on an analysis of the expectations of the players involved in the PSS life cycle.

Research limitations/implications:Although the paper provides a basic approach, it is liable to extensions and improvements. In the current version, the method mainly focuses on the functional requirements generated from services and products.

Originality/value:This work represents a first attempt to provide a practical methodology to identify PSS functional requirements. It is a first step in the development of a comprehensive and useful support for the design of a new PSS.

Keywords:Product-Service System; Requirements identification; Quality Function Deployment; Servitization

Paper type:Research paper

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Robustness analysis of inspection design parameters for assembly of short-run manufacturing processes

Galetto, M., Verna, E., Genta, G. and Franceschini, F.


Purpose: Defining a method for evaluating the robustness of models for defectiveness prediction and quality cost of inspection procedures in short-run assembly manufacturing processes.

Design/methodology/approach: First, the assembly process is decomposed into several workstations (working phases), each one potentially critical in generating defects. Then, exploiting some models of defect generation, the probabilities of occurrence of defects in each workstation are obtained. At this point, by the law of propagation of variances, the inspection design parameters’ uncertainty is derived. Finally, the uncertainty is propagated to two indicators related to the effectiveness and affordability of inspections. The proposed methodology is tested through the uncertainty evaluation of a case study concerning the assembly of hardness testing machines.

Findings: The proposed methodology allows the producers to identify the uncertainty of inspection design parameters for assembly of short-run manufacturing processes.

Research limitations/implications: The proposed methodology relies on the following simplifying assumptions: (i) absence of correlation between the occurrence of defects and inspection errors in the same workstation and (ii) between different workstations.

Practical implications: The methodology may be extended and applied to a variety of different industrial contexts, related to short-run assembly manufacturing processes.

Originality/value: The quantitative approach, including the uncertainty evaluation, represents an important novelty with respect to the classical qualitative approaches in identifying the more suitable inspection procedure for short-run productions.

Keywords: Uncertainty evaluation, Inspection design, Short-run production, Defect generation

Paper type: Research paper

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University absenteeism: Students’ and lecturers’ point of view

Bernardo, M. ; Aparicio-Chueca, P. ; Elasri-Ejjaberi, A. ; Triado-Ivern, X.M. ; Guàrdia-Olmos, J. ; Presas, P. ; Maestro-Yarza, I. ; Turull-Rubinat, M. and Roca-Acedo, B.


Abstract: The main aim of this study is to analyse the students’ absenteeism reasons in different social science degrees taught at the Universitat de Barcelona. Both the students’ perception and lecturers’ perception are studied and compared. A survey was used in order to gather data from both students and lecturers. The final samples analysed were 2,673 students from five different degrees and 276 lecturers or staff members. A difference analysis of means using ANOVA and a factorial analysis were done to analyse the data. The findings show that students and lecturers identify the reasons of absenteeism similarly, although the level of importance given is different. From the factorial analysis, students grouped the reasons into five factors, while lecturers do it in four. How students design their profiles and the teaching methodology are similar factors for both. However, students differentiate among different aspects of the subject, while lecturers consider these aspects as a whole. This is one of the first studies, to the best of the authors’ knowledge, in comparing the students’ and lecturers’ perceptions of the absenteeism reasons. The results of this research would help in proposing actions to be taken to increase students’ engagement and to reduce the gap in perceptions of both groups. The identification of stakeholders’ responsibilities will also help in reducing absenteeism.

Keywords: students’ absenteeism, subject characteristics, teaching methodology, students’ profile.

Paper type: Research paper

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Practices adopted to the execution and quality control of foundations in building construction

Costa de Jesus, R. and dos Santos, J.


Abstract: The foundations are the elements of a building that have the function of transmitting the loads of the building to a resistant soil. A drawback of foundations is the difficulty of identifying execution failures upon completion, because their elements are buried. Therefore, these failures are often discovered only when pathologies arise in the building, such as cracks. In order to avoid the occurrence of failures in a building, it is essential that the engineer and his team have full control of the execution of foundations and the company has a strict quality control system. Thus, this article aims to conceptualize briefly the execution techniques of foundations applied in building construction and analyse their quality control. In addition, the procedures adopted by construction companies in terms of execution of foundations and quality control are evaluated through the case study of a construction of a multifamily residential project from a large construction company in the city of Rio de Janeiro, Brazil. In this construction were implemented three different types of foundation, namely: spread footings; steel piles; and micropiles. Finally, the main practices to be adopted by construction companies toward making the execution and quality control of foundations more effective are identified.

Keywords: Quality Control, Foundation, Execution Procedure, Case Study.

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Quality and Satisfaction – The case of Nautical Tourist Services in the Region of Alto Douro Vinhateiro – Portugal

Saraiva, M. ; Soares, M.2 ; Jorge, F. and Pires, A.R.


Purpose: Organizations of tourist services, in the context of económica and financial crisis, seeking to combine the concept of quality to the satisfaction of internal customers (employees) and external customers (tourists), so as to ensure the provision of a personalized service excellence. This paper aims to provide an overview of the quality of the tourist services effected in the nautical Alto Douro Vinhateiro (ADV) – Portugal.

Design/methodology/approach: This project work was applied to 117 internal customers (employees), through the application of a survey of various nautical tourist services organizations in the ADV.negative relationship analyzing both schools of thought in a narrative model.

Findings: The results obtained demonstrate that there are aspects to be improved in these organizations, so that employees feel satisfied, namely: concern for employees; specific training; working conditions; greater dialogue between supervisors and employees; allocation of workload and time off.

Originality/value: The employees´ satisfaction (internal customers) hasn´t been studied in nautical tourist services, due to the fact that the main approach has been to analys the external customers satisfaction.

Keywords: Quality, Satisfaction, Nautical Tourist Services, Region of Alto Douro Vinhateiro - Portugal

Paper type: Case study

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The influence of a Lean Six Sigma Green Belt Course on European students. A practical case

Dirkwinkel, T. ; Panieri, C. ; Preś, I. and Rosi, L.


Purpose The Lean Six Sigma Green Belt course developed for the European Students of Industrial Engineering and Management association, ESTIEM, is meant to offer a new blended learning approach for teaching to Industrial Engineering and Management students across Europe. This paper aims to investigate the impact that the participation of such a course had on students, and how it can empower them. The paper will focus on the impact that the Lean Six Sigma Green Belt Course has on students by investigating and comparing students from different countries that experienced different educational system structures.

Design/methodology/approach: Previous studies are going to be used to create a bit of background about Lean Six Sigma and to show the benefits of the blended learning method applied in the Lean Six Sigma Green Belt Course (Rajala, Jarrett, and Turtiainen, 2017). An analysis of what benefits an optimized educational system that seems to maximize the learnings for a student can bring follows. Here, the authors aim to further understand the implications and the impact that such optimized methods have on students and universities.

Findings: The authors aim to show what the reality is showing in a more formal and thoughtful way. Data was collected through a survey spread out to around 200 students of Engineering and Management across Europe. So far, the collected data is quite promising, confirming the reality. The main goal still is to improve a collaboration between Universities and students, hence to increase the engagement level of students and the social return on investment for Universities (expressed in a greater visibility among companies). At the same time, it proves that learning Quality Management, in an international environment, facilitates the personal development as well as increases the likelihood of getting better opportunities by having a greater freedom of choice. By aiming to be a rather empirical confirmation of the Blended Learning Method, this paper does not intend to be disruptive, or a paradigm shift, but rather a confirmation that combining the Blending Learning Methods with Lean Six Sigma is exponentially beneficial for students, by improving in different areas simultaneously.

Research limitations/implications: The main limitation is the number of received answers to the survey. A sample size of 32 out of 200 possible can be analysed. For further research, the sample size should be increased. As the course is ongoing around Europe, the database is growing continuously. However, gathering this number of students going through the Course in the first year may already emphasize some of the points made. In the future, the survey should be extended. Shedding light on the premises at universities as well as gathering feedback for the course design (i.e. blended learning approach) may be investigated. Moreover, collaboration possibilities between student’s associations or individual students for bringing such courses to their universities and further developing the Course prompt another interesting aspect. The third party, the companies, should be included in the research as well. One of the major parts of the teaching is the application of the learnt methods, tools and approaches. Every participant of the course needs to finish a practical project (e.g. Green Belt Project) for finalizing the course participation with receiving the Green Belt Certificate. Surveying the companies which accompanied and offered the practical project of at least one student would give insights on how well students learn and give insights to practical applications.

Originality/value: This paper describes the current situation and proves research regarding the impact of education in Lean Six Sigma and Quality Management from around 31 European countries. It enables to see the benefits of the blended learning method in combination of the Lean Six Sigma Knowledge from an Industrial Management and Engineering student perspective.

Keywords: Lean Six Sigma, Green Belt, ESTIEM, European Educational System, Industrial Engineering, and Management.

Paper type: Research paper

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Economic production lot-sizing model in an imperfect production system with maintenance

Park, M.


Purpose: We develop economic production lot-sizing model, determine optimal manufacturing quantity and investigate its properties to minimize an expected cost when a random defective rate for product is considered.

Design/methodology/approach: We investigate an optimal manufacturing quantity for economic production lot-sizing model with a random defective rate and preventive maintenance service for manufacturing machinery. If a manufacturing machinery produces defective items which more than a certain threshold, lot tolerance percent defective, then this indicates that a machine shifts from an in-control condition to out-of-control condition and maintenance services should be provided to decrease the possibility of producing imperfect-quality products. A mathematical model is developed to find optimal manufacturing quantity, optimal production run time and optimal preventive maintenance schedule.

Findings: The elapsed times until process shifts get shorter as the machine deteriorates. We consider a process which is finished at the earlier time between the optimal production time and lot tolerance percent defective-exceeded time. The economic manufacturing quantity and optimal preventive maintenance schedule are obtained and they help policymakers make appropriate decisions for company.

Originality/value: We believe this approach is novel because the economic manufacturing quantity model is developed with preventive maintenance service and lot tolerance percent defective for manufacturing facility. Out-of-control condition and in-control condition are also considered for the optimal maintenance schedule for the manufacturing facility.

Keywords: Economic manufacturing quantity, Out-of-control, Preventive maintenance, Process deviation

Paper type: Research paper

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Multi-objective Mathematical Model for a Sustainable Supply Chain Considering Customer Satisfaction and SR Concepts: NSGAII approach

Zavvar Sabegh, M.H. ; Moslemi, SH. ; Zrymiak, D. and Leonard, D.


Purpose: Up to now, researchers have focused on the evaluations of Social Responsibility (SR) in different ways. To best of our knowledge, this is the first study to focus on the Customer Satisfaction and SR concepts simultaneously among the competitive priorities and Sustainable Supply Chain (SSCM).

Design/methodology/approach: This study proposes a mathematical model with four objective functions. Since the nature of the problem is NP-hard, the NSGAII algorithm has been used to solve the problem. Numerical example is applied to test the performance of the mathematical model.

Findings: The comprehensive proposed model helps decision-makers to make efficient decisions and trade-off between costs and customer satisfaction. By applying the non-dominated sorting and also consideration the crowding distance, the final result is obtained. The results are broadly consistent with the theoretical concepts of customer satisfaction, social responsibility and cost of poor quality in sustainable supply chain management. The model included 4 objective functions: Maximizing customer satisfaction, minimizing total cost, minimizing environmental impact, maximizing job opportunities. The results show there is a logic relation between 4 objective functions theoretically. When customer satisfaction is very low (Z1= 0.61), the total cost is too high (Z2=3.54×1010). The optimum solution is Z1= 0.91, Z2= 2.06×1010, Z3= 2304384 and Z4= 207. It means when customer satisfaction is high ( 0.91), the total cost is in the lowest amount (2.06×1010), the environmental impact is moderated ( 2304384) and job opportunities are increased to maximum value ( 207).

Originality/value: One of the most significant gaps of former researches that they have focused on only the cost of quality, production costs and cost of environmental effects. In this study, we combined the different type's costs from literature. Additionally, this is the first study to maximize customer satisfaction and job opportunities simultaneously. Also, the model minimizes total costs including Quality and SR costs, production costs, purchasing cost and transportation costs and minimizes the environmental effects of transportation and production.

Keywords: Sustainable Supply Chain; Customer Satisfaction; Social Responsibility; Quality concepts; Environmental Effect; NSGAII algorithm.

Paper type Research paper

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Hassan’s Approach: Novel 5-Step model transforming 'Performance' to 'High Performance'

Hassan, H.


Purpose: Quality of performance is recognized as moving beyond compliance towards true excellence. In this context, this article introduces the novel Hassan’s Approach, an innovative model developed by the Quality Management expert and international consultant Hassan Hamwi, showing the effective role of Hassan’s Approach in supporting the changing the tend of the Senior executives from think about corporate culture as a topic that’s hard to measure and hard to change. As a result, many choose not to invest in it despite all the evidence that, when skilfully managed, culture can be a powerful and enduring source of competitive advantage. Hassan’s Approach is based essentially on establishing ‘Quality Performance ‘through the adjoining of five major elements “Steps”: Deming’s principles, PDCA, Golden Rule, MSS Guidelines, and Five Partners of Quality. Following this approach ensures that the organization is eventually highly qualified not only to seamlessly select the most relevant quality management system to adopt, but also to successfully implement this QMS with minimum mental and physical effort. Typically, Hassan’s Approach is applied through “Integrated Implementation Methodology for Management Systems and Standards (IMS2)”.

Findings: Upon following Hassan’s Approach throughout the implementation of ISO 39001:2012 RTSMS, Alfa Telecom- Lebanon showed a remarkable improvement in their performance, achieving a successful shift to ‘Quality High Performance’.

Social implications: Interestingly, following the Deming’s Principles essentially through Hassan’s Approach might have an additional positive impact on improving the corporate culture and personality of individuals, which ultimately contributes to the advancement of society.

Originality/Value: To the best of our knowledge, Hamwi is the first to consider the development of a methodology linking both the corporate culture, moral and practical aspects during the implementation of a QMSs at the level of individual employees.

Paper type Case study

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Theoretical Comparison of Universitary Quality Assurance Maturity Models

Sanchez-Puchol, F. ; Pastor-Collado, J.A. and Casanovas, J.


Purpose: Internal quality assurance (IQA) systems are nowadays one of the main concerns for modern higher education institutions (HEIs). Several frameworks have been proposed to provide guidance on how to implement such systems. However, little research has been done, so far, on maturity models (MMs) tailored for such realm. To partially cope with this gap, the aim of the present study is to provide a comprehensive comparative review on existing MMs within the domain of QA for HEIs.

Design/methodology/approach: Following an accepted systematic data processing approach for conducting effective reviews, the paper uncovers MMs originated both from academia and practice. Subsequently, they are classified using as a foundation a generic theoretical attribute-based framework for MMs.

Findings: During the study, a total of 18 MMs are identified analysed and classified based on the previous framework.

Research limitations: While being comprehensive in nature, we cannot exclude the possibility of having missed some single relevant MM for the review, which may represent a risk for the achieved results.

Pratical limitations: The study has practical implications for both researchers and practitioners, by presenting a reference survey of existing MMs for QA in HEIs, and thus, enhancing their transparency and reusability. It also provides basic insights on how to improve future new developments.

Originality/value: To the best of the authors’ knowledge, this paper represents the first attempt to develop an in-depth theoretically-oriented comparative review on MMs for QA in HEIs.

Keywords: Quality assurance systems, Higher education, Maturity models, Comparative review.

Paper type Literature review

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Quality and innovation in the hospitality industry: A literature review

Gkana V. and Gotzamani K.


Purpose: The purpose of this paper is to determine the enablers of quality and innovation management in the hospitality sector.

Design/methodology/approach: This work is based on an extended literature review that was conducted by using the phrases service innovation, service quality, tourism and hospitality as keywords. Emerald, Scopus and Tailor and Francis are some of the databases used in order to have access to high ranked journals.

Findings: This paper presents the findings of a literature review about quality and innovation management enablers in the hospitality industry, which lead to specific

Research limitations: The findings of this work are based solely on the results of previous researches. Consequently, the paper’s research questions need to be empirically validated in a quantitative or/and qualitative future research

Research limitations: This paper expands the theoretical links between service innovation and service quality in the hospitality sector.

Originality/value: There is still a lack of theory-based frameworks in the literature regarding service innovation in the hospitality sector. The main contribution of this paper is that it links service innovation and service quality management in tourism, which opens up new, promising avenues for further research.

Keywords: Innovation Management, Quality Management, Hospitality

Paper type Literature Review

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Potentials of Blockchain Technology for the Quality Management of Interconnected Processes

Kuhn, M., Paul, M., Schaefer, F. and Otten, H.


Purpose: The purpose of this paper is to analyze and demonstrate application potentials of blockchain technology in the context of production and quality management (QM).

Design/methodology/approach: This paper systematically investigates the characteristics of blockchain technology and process management within QM, subsequently interrelating the findings to formulate future application propositions. The resultant propositions are discussed for implementation and feasibility purpose in form of a use case in the automotive sector.

Findings: Blockchain can impact QM through its wide assortment of application potentials creating new opportunities for quality improvement, collaborative quality management as well as traceability and documentation. We found that a prospective quality management will significantly benefit from blockchain technology, especially in the context of process interoperability and complexity.

Research limitations/implications: This research is limited to blockchain applications in the context of QM, complex processes, and manufacturing. In our research we excluded work related to finance, government and public administration.

Practical implications: Our research is valuable for scholars and practitioners to identify new use cases of blockchain technology and to understand its future impact on quality and process management.

Originality/value: This is the first paper to investigate the impact and implication of blockchain technology from a quality management perspective.

Keywords: Blockchain, quality management, interconnected processes, process complexity

Paper type Research paper

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Quality Management Potentials – A Future Trend Based Analysis and Strategy

Schäfer, F., Kuhn, M., Nguyen, H.G. and Otten, H.


Purpose: This paper explores the future challenges for quality management. It focuses on the role of an innovative quality management for the future viability of companies within rising megatrends such as digitization, individualization, globalization, new ecology and new work.

Design/methodology/approach: Future trends and their impact on quality management are analyzed. Within an expert panel, the changes are transferred to a comprehensive understanding of quality. Finally, a change management approach is derived to transform the role of quality managers.

Findings: The paper shows, that the current role of quality management in companies, based on continuous improvement and guaranteeing the ISO 9001 certificate, needs to be evolved to a role up to the strategic management level again for staying competitive. Within this process, quality management methods should be enriched by technological developments and innovation approaches to guarantee the competitiveness within a world of revolutionary changes.

Practical and social implications: The trend analysis implicates possible fields of action like developing new and adapted quality methods, utilizing innovative potential or ensuring adequate just-in-time education for required new competencies, methods and technical understanding. By exploiting these potentials, quality management has the opportunity to play a leading role within change processes to gain in importance again.

Originality/value: The paper emphasizes the role of quality management as a holistic approach that holds a tremendous potential to shape the future of a company. It proposes a strategy to strengthen the role of quality management.

Keywords: quality management, future trends, digitization, strategy

Paper type Conceptual Paper

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World State of Quality 2017: Results of a worldwide approach to measure macroquality

Cubo, C. ; Saraiva, P. ; Sampaio, P. 1 and Reis, M.


Purpose: This paper aims to present the first results of the World State of Quality project which intends to measure the country macroquality according to different multidimensional quality performance.

Design/methodology/approach: A model encompassing 10 dimensions and 16 indicators was developed aiming to cover the macroquality approach to understand how each country is performing. Different databases were chosen in order to get the data collection. Then, an overall World State of Quality score was computed based on the ranking positions of each country across all indicators.

Findings: The overall World State of Quality allowed the identification of different quality profiles group and each one reflects similar behaviours that the countries of the same group perform. Five groups were created: Leading; Follower; Moderate; Lagging; and Beginning.

Research limitations/implications: Only 110 worldwide countries were used in the 2017 edition of the World State of Quality project due to the lack of compiled information. Besides that the databases were chosen based on those that publish periodic and reliable updates.

Originality/value: Rankings and evaluation of several areas such as innovation, competitiveness, education or health are regularly published and reports are produced to show the results of these areas. The intention of the World State of Quality project is to fill the lack of quality performance assessment across countries in a pioneer approach that was already tested for the European Union countries in 2016

Keywords: World State of Quality, Macroquality, Quality performance.

Paper type Research paper.

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Service Quality for Retail Banks in the Digital Age

Nguyen, H.G. Schäfer, F. and Otten, H.


Purpose: The purpose of this paper is to develop a framework for retail banks to leverage their service quality customized to the opportunities and challenges that arise within digitization.

Design/methodology/approach: In this paper the maturity of digitization of retail banks was analyzed and the lack of a holistic approach for digitization for service quality improvement was identified. Subsequently, a service quality framework was developed interrelating stateof- the-art data analytics technologies with service quality management. The framework was then validated in a German retail bank using a single case study with embedded units.

Findings: The findings emphasize that the collection and analysis of data compose an increasingly role for service quality improvement. Therefore data mining can be implemented to process customer data and enable retail banks to predict future customer journeys to provide high service quality which is a prerequisite to strengthen customer relations.

Research limitations/implications: This research is limited to retail banks that offer services through online and offline channels.

Practical implications: Retail banks can apply our framework to improve service quality through customer data and new technologies.

Originality/value: This paper is valuable since it offers guidance to improve service quality on an operational level tailored to the requirements of retail banks. It is the first paper that utilizes data mining in order to proactively provide banking services to customers.

Keywords: Service quality, retail banking, digitization, customer journey

Paper type Research paper

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The EFQM Excellence Model in a Research Centre

Mendes, A.J.C. and Sampaio, P.


Purpose: This paper aims to report the adoption of the European Foundation for Quality Management (EFQM) Excellence Model as a self-assessment tool throughout the organization framework of a Research and Development Centre.

Design/methodology/approach: The level of organizational maturity was ascertained through the elaboration of the management document proposed by the EFQM. This document, with a simple format, adopts the EFQM Excellence Model to describe the main approaches followed by the organization, how they are being implemented and what results have been achieved.

Findings: The document prepared and elaborated made possible the identification of ten organizational improvement activities. A prioritization of the activities to be implemented was carried out using three criteria, and five (out of ten) were chosen to be implemented in the short term. For each one of the five improvements, an improvement plan was elaborated, with a description of the purpose, the execution time, the current state and the alignment with the strategic objectives of the organization. As described in the literature review, it was possible to conclude that the EFQM Excellence Model is not only an effective tool to strategic objectives of the organization, but also a way to check how they are being implemented and reached. In addition, after this work it was possible to verify that some actions described in the strategic plan were not implemented and were thus identified as improvement actions to be carried out.

Originality/value: The application of EFQM Excellence Model in a Research Centre is the main contribution of this work.

Keywords: EFQM Excellence Model, Self-assessment, Continuous Improvement, Research Centre

Paper type Case Study

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Measurement Systems Improvement in a Tire Industry Process

Maia, H. and Nóvoa, H.


Purpose: Organizations’ success strongly depends on their ability to collect, analyze and take swift decisions based upon data. Also, both evaluation of a products’ conformance to specifications and process capability studies require measurements, measurements that may lead to wrong conclusions if collected with high-variation systems. Thus, having accurate and precise measures is at the basis of any analysis. This work focuses on the application of measurement systems analysis’ techniques in a Portuguese tire factory. The goal is to evaluate the capability of the measurement systems of two critical quality features of the calendered sheet, an intermediate product of the tire that results from the calendering process: weight and thickness.

Methodology and approach: The analysis of historical data, as well as the on-site monitoring of production, exposed problems concerning (1) the handling of the thickness gauge, (2) the ambient conditions (e.g. temperature) at which the measurements are taken and (3) the fact that the current equipment does not allow the computer storage of the registers. First, to assess bias and repeatability effects, a Type 1 study was applied to each measurement system. Subsequently, repeatability and reproducibility (R&R) tests were applied to assess the intrinsic variation of the measurement equipment and the variation resulting from the action of the operators and the measurement method used. Finally, some recommendations are made to improve existing systems, including the suggestion of using alternative equipment.

Findings: The results of the bias and repeatability (Type 1 study) and R&R studies show (i)that the weight measurement system is accurate and precise and (ii) that the thickness measurement system is accurate, but its precision is questionable.

Practical implications: A concrete proposal was made for an alternative thickness measurement system that should reduce the associated variability and allow an effective monitoring of this characteristic. Both the Quality Department and the Production Technical Support Department consider the new system to be appropriate and useful, and its acquisition and implementation should take place in the coming months.

Originality/value: This paper addresses a real and concrete application of measurement systems analysis in a business environment.

Keywords: Measurement Systems Analysis (MSA), Repeatability and Reproducibility (R&R), Quality Improvement.

Paper type Case study

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Identification of inefficiencies in a complaints handling process

Santos, M. ; Alvelos, H.A. ; Xambre, A.R. and Teixeira, L.


Purpose: This paper aims to identify inefficiencies in the complaints handling process of a world leader company in the production of components for the food packaging sector, and propose some improvement actions to overcome them.

Methodology: The first step was to examine the complaints management process with the organizational agents, and model it using Business Process Modelling Notation. The data resulting from the organization process were later studied. From the combination of these two analyses, some elations about the process and its inefficiencies were draw.

Findings: The main conclusions were that (i) there is a need to standardize the activities in order to control the resources that are used; (ii) it is essential to increase the actors’ awareness to the importance of the process improvement; and (iii) digital platforms should be implemented in order to facilitate interactions.

Practical implications: This article reiterates the need to improve business processes as a source of competitive advantages and may help organizations with similar processes and needs to implement improvements in their own processes.

Originality: This paper combines two approaches – process modelling and statistical process analysis – which are not usually employed together in the process improvement context.

Keywords: Complaint handling process, Process improvement, Business Process Modelling, BPMN.

Paper type: Case study

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Contributions towards the improvement of the IMS-MM©: A Delphi method study

Saraiva, C. ; Domingues, J.P.D. ; Sampaio, P. and Arezes, P.M.


Purpose: This paper aims at reporting the results collected throughout a research study focused on the assessment of the relative importance of potential indicators/metrics that may be suitable to evaluate the efficiency of Integrated Management Systems (IMSs) by further incorporating them into the existing back-office component of the IMS-MM©. In addition, this novel semi-quantitative approach will hopefully overcome one of the shortcomings ascribed to the first version of the Integrated Management Systems- Maturity Model (IMSMM©).

Design/methodology/approach: Potential indicators/metrics suitable for adoption to monitor the performance of IMSs were identified and selected based on a thorough and extensive revision of literature and on two case studies conducted in industries. These indicators/metrics were assessed (rated according a 5-point importance Likert scale) by a Delphi panel (encompassing 30 academic, industry and business experts) throughout 3 rounds (iterations). Supported on the statistical summarized results collected throughout the 3 rounds they were subsequently organized and prioritized (1st: Importance degree- Median; 2nd: Round at which the consensus criterion was fulfilled; 3rd: Evolution of the Median score throughout the three iterations; 4th: Evolution of the opinions of the experts (throughout the three rounds) according to its potential importance to assess the performance of IMSs.

Findings: At the end of the last round all of the proposed indicators/metrics fulfilled the consensus criterion previously established (Interquartile range (IQR)<1). The indicators/metrics can be clustered throughout 11 levels. On one hand, it should be highlighted that indicators/metrics such as the “Existence of integrated policy”, “Existence of integrated indicators”, “Existence of integrated objectives” and “Existence of integrated procedures” were rated as the most important. Conversely, the indicator “Number of guidelines, frameworks or standards adopted to integrate the management subsystems” was ranked at the 11th cluster.

Research limitations/ implications: The research limitations of the current study relate with those inherent to the research method adopted (Delphi study), i.e., reliability issues and dropouts of experts throughout the successive rounds (iterations).

Practical implications: These results will be adopted to develop a second version, i.e., an improved, more reliable, less biased and semi-quantitative version of the IMS-MM©. This work will impact both on academia (the proposal of a novel framework to assess IMSs) and on companies (the assessment of their own IMSs).

Originality/value: As of today scarce are the instruments/tools that enable the overall assessment of IMSs (effectiveness and efficiency). The reported results will support the development of an updated version of the IMS-MM© that, ultimately, will point out to companies an optimized path in order to reach a higher maturity level.

Keywords: Integrated Management Systems, Delphi Panel, efficiency, Maturity, Performance Indicators/metrics

Paper type: Research paper

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Strategic Quality Management for Airports - The Case of the Libyan Airports

Abugeddida, R., Donnellan, P. and Fallon, E.


Purpose: This paper aims to gain a deeper understanding of and insight into Strategic Quality Management (SQM) through developing a new framework of SQM for airports, as well as identifying the most important factors influencing the improvement of passengers and cargo services operations.

Design/methodology/approach: An extensive search and review of the relevant literature was conducted. An empirical study employing a survey was carried out to identify the most important factors affecting the integration of quality management concepts and strategic planning.

Findings: The study results indicated that most of the stages of strategic quality management according to this framework contained the concept of leadership, which is important because of its vital role in achieving better performance, increasing competitiveness and continuous improvement. The results also showed the importance of using modern equipment in the stages of security inspection and registration. In addition, the use of IT in various stages of passenger service. The study showed that Libyan airports have little experience in cargo services as well as effect of the human elements on all the airport operations.

Originality/value: This is a first attempt to develop an SQM framework of for Libyan airports. The most important contribution of this study is to combine quality management concepts with strategic planning stages in an integrated framework for airports.

Keywords: Strategy, Quality, Airport, Integration

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Public Works in Brazil: Contracting, Execution and Inspection

Menaget de Andrade, V.H. and Santos, J.


Purpose: To analyze the main practices currently adopted in Brazil regarding public works, so that the nonconformities involved in the process are identified and suggested solutions are proposed.

Design/methodology/approach This study was developed through a bibliographical survey conducted in official documents of the Brazilian government, books and academic papers on the subject.

Findings: Presentation of the most relevant factors involved in the contracting, execution and inspection of public works in Brazil, with special emphasis on the positive and negative aspects involved in each step, as well as their consequences for the conformity of these works. Presentation of a comparative analysis involving the practices adopted in public and private sector works. Proposition of actions that aim to improve the result of the public works in Brazil in terms of quality, time, cost and performance after delivery.

Social implications: It is hoped that through the study of the analysis performed and the proposed actions, the financial resources invested in public works carried out in Brazil will serve the population in a very effective way, either in the improvement of the country’s infrastructure or in the construction of popular housing with acceptable standards of quality.

Originality/value: Although legislation related to the contracting, execution and inspection of public works is old, there are few studies that establish an approach focused on the identification and treatment of nonconformities.

Keywords: Public works, Contracting, Execution, Inspection

Paper type: Technical paper

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Digital Transformation of Quality Management

Cots, S.


Purpose: Digital transformation planned, underway or even a reality for many businesses. Quality management, as an organizational activity or function, should be also transformed and quality managers should be aware of the new possibilities.

Design/methodology/approach: The paper is completely exploratory and focused on presenting the scenario and make a list of suggestions to be discussed.

Findings: A set of seven general proposals in the form of advices to quality managers looking at the digital transformation.

Practical and social implications: This paper is structured around a series of propositions for quality managers to take advantage of the new technological possibilities that could heavily impact their areas in the new coming years.

Originality/value: The intention is to provoke debate and call to reflection and action to quality managers on how to transform their activities.

Keywords: Digital transformation, quality management

Paper type: Viewpoint

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The Market Concentration on Education and the Effects on Quality

Spolavori, R. and Curth, M.


Purpose: The management models adopted by educational institutions undergo changes, much due to the mergers and acquisitions of large conglomerates. Thus, the article aims to analyze the effects of mergers and acquisitions in the Brazilian private higher education sector from 2008 to 2014, considering the courses that presented the highest number of enrollments, as well as academic performance and quality measures.

Design/methodology/approach: The methodology is divided into two stages; first the propensity score matching (PSM) was calculated to obtain the common support and later the estimation by the differences-in-differences method.

Findings: The results indicate a greater proportion of professors with Ph.D. in Business Administration and Pedagogy and a greater proportion of professors with a Master's degree in the Business Administration course. The indices evaluated here pointed to a non-significant change in the quality of the students.

Research limitations/implications: The limitations are related to the possibility of including different courses, besides those that were evaluated as well as the period of collection.

Practical implications: The implications address the application of the data from institutions, in terms of management and quality assessments, both from collaborators and clients/students.

Social implications: The social implications highlight the quality of intellectual capital that is offered by the institutions to the Brazilian labor market.

Keywords: Higher Education, Mergers and Acquisitions, Service Quality.

Paper type: Research paper

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Development of a methodical Approach for Requirements Management in Cross-Company Networks (ReMAiN)

Bielefeld, O., Schlueter, N. and Winzer, P.


Purpose: Global competition and reduced development time of complex products are forcing companies to face constantly increasing challenges. In order to face these challenges and also to ensure the market position, several companies are merging to a corporate network or a cross-company network. This leads to new problems regarding the communication between the companies within this network as well as the holistic registration of requirements. The main objective of this paper is to present an approach for requirements management in cross-company networks, which is built on the model-based concept of System Engineering.

Design/methodology/approach: The system-theoretical approach for requirements management in cross-company networks has to assure that requirements of the different Stakeholder are collected, structured, weighted systemically and distributed to the right copartner. Furthermore, the tracking and updating of the requirements have to be realized.

Findings: In order to develop the innovative approach, first the present publications will be performed with a substantiated analysis and evaluation of requirements management approaches that already exist and are scientifically and practically in use.

Originality/value: The innovative concept is based on extensive international literature analysis and the results of international studies. The new approach establishes an innovative concept for requirements management for cross-company network, which combined concept stages of requirements management with Model Based Systems Engineering.

Keywords: Requirements Management, Cross-Company, Model Based Systems Engineering, Complexity.

Paper type: Research paper.

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