Conference Proceedings from World Congress for Total Quality Management

"BUSINESS EXCELLENCE - What is to be done..."
 SAINT PETERSBURG - RUSSIA, 19-22 June 2001

VOL. 1      -      VOL. 2
NR.AuthorTitlePag.Download
1Professor Gopal Kanji
Congress Chairman
Sheffield Hallam University		From the ChairmanI
K e y n o t e  s p e e c h e s
3 Hans Bajaria
Multiface, Inc ., USA		APPROACHING QUALITY IN AN EVER-CHANGING WORLD9
4 Yury Gusakov
GOSSTANDART of Russia, Russia		QUALITY – A CRUCIAL DRIVER IN THE 21 THCENTURY18
5 Yoshio Kondo
Kyoto University, Japan		CUSTOMERS AT ISFACTION – HOW CAN I MEASUREIT?25
6 Moustafa Naguib
EFQM,		EFQM AND THE DRIVE FOR BUSINESS EXCELLENCE31
7 Vladimir Okrepilov
Centre for Testing and Certification - St. Petersburg, Russia		INFLUENCE OF REGIONAL QUALITY AWARDS ON BUSINESS AND REGIONAL ECONOMY (EXPERIENCE OF ST. PETERSBURG AND LENINGRAD OBLAST)35
8 Hans Dieter Seghezzi
University of St.Gallen, Switzerland		BUSINESS EXCELLENCE, WHAT IS TO BE DONE?42
B e n c h m a r k i n g
9 Michele Cano, Siobhan Drummond, Chris Miller, Steven Barclay
University of Paisley, United Kingdom		LEARNING FROM OTHERS: BENCHMARKING IN DIVERSE TOURISM ENTERPRISES48
10 Eugen Falnita
University of The West, Timisoara, Faculty of Economi Studies		BENCHMARKING IN FAVOUR OF PRODUCT PERFORMANCE56
11 GeeHyun Hwang
Management Research Institute, Korea Telecom, Korea		TOTAL QUALITY MANAGEMENT IN THE INTERNET ERA64
12 Yasar Jarrar 1 , Mohamed Zairi 2
1 Cranfield School of Management, United Kingdom; 2 University of Bradford,United Kingdom		FUTURE TRENDS IN BENCHMARKING FOR COMPETITIVE ADVANTAGE: A GLOBAL SURVEY74
13 Lars Nilsson, Marc Antoni
International Graduate School of Management and Industrial Engineering (IMIE), Sweden		CONTINUOUS IMPROVEMENT IN PRODUCT DEVELOPMENT – A COMPARIS ON OF THREE APPROACHES82
14 Guido Palchetti 1 , Claudio Castellani 1 , Silvia Crotali 2 , Stefano Alecu 3
1 Tosi Invest Sanita; 2 Ospedale Pediatrico; 3 Bambino Gesu,Università di Roma Tre – Facoltà di Economia ,Italy		QUALITY AUDIT IN HEALGINTHCARE90
B u s i n e s s  E x e l l e n c e
15 Andrew Armitage
Anglia Business School, Essex, United Kingdom		THE IMPLEMENTATION AND APPLICATION OF THE BUSINESS EXCELLENCE MODEL IN SMALL AND MEDIUM ENTERPRISES94
16 Oksana Babicheva,
Center for Tests and Certification - St. Petersburg (Test - St. Petersburg), Russia		THE PROG RAM OF CERTIFICATION DEVELOPMENT IN ST. PETERSBURG AND LENINGRAD OBLAST101
17 Alex Douglas, Joanne Meehan
Liverpool John Moores University, United Kingdom		OUTSOURCING FOR BUSINESS EXCELLENCE107
18 Gee Hyun Hwang, Jeong Hoon Lee
Management Research Institute, Korea Telecom, Korea		DEVELOPING A ROAD MAP FOR SUCCESSFUL REENGINEERINGIN TELECMMUNICATIONS INDUSTRY115
19 Joan Henderson, Rodney McAdam
University of Ulster, United Kingdom		DECISION MAKING IN THE FRAGMENTED ORGANISATION: A CHANGE MANAGEMENT PERSPECTIVE124
20 Peter Neergaard, Lars Grønholdt, Anne Martensen
Copenhagen Business School, Denmark		SUCCESS IN ENVIRONMENTAL MANAGEMENT: MODELLING DRIVERS OF BEST PRACTICE137
21 Vas Prabhu, Alex Appleby, Marilyn Riley
Newcastle Business School, University of Northumbria, United Kingdom		CHANGING APPROACHES TO A CHIEVING BUSINESS EXCELLENCE147
22 Vas Prabhu, Andrew Robson
Newcastle Business School, University of Northumbria, United Kingdom		BUSINESS EXCELLENCE AND PERCEIVED COMPETITIVENESS: EVIDENCE FROM NORTH EAST BUSINESSE156
23 Pedro Manuel Saraiva 1 , Maria João Pires da Rosa 2 , João Lagoad ’ Orey 3
1 University of Coimbra, Portugal; 2 DEGEI – University of Aveiro, Portugal; 3 Charter of Engineers, and collaborator of QUAL Ltd., Portugal		AN EFQM MODEL SELF - ASSESSMENT PROJECT COVERING 50 PORTUGUESE SCHOOLS164
24 Franklin Schargel
American Society of Quality’s Education Division, USA		BUILDING RUSSIA'S COMPETITIVENESS IN THE 21ST CENTURY: FROM THE SCHOOLHOUSE TO THE WORKPLACE172
25 José Ailton Baptista da Silva
ESCELSA Quality Management Office, Brazil		SELF –ASSESSMENT BY MULTI –LEVELS TO BUSINESS EXCELLENCE – “ WHAT CAN BE DONE”177
26 Steve Tanner 1 , Brigitte Tantawy 2
1 European Centre for Business Excellence, United Kingdom 2 Unilever Home & Personal Care – Europe, Belgium		LESSONS FROM THE INTRODUCTION OF SELF -ASSESSMENT. WHAT ARE THE KEY FACTORS FOR SUCCESS?184
>B u s i n e s s  S c o r e c a r d s
27 Fong Ho Keng
Organisational Excellence NgeeAnn Polytechnic, Singapore		IMPLEMENTING BALANCED SCORECARD, PERFORMANCE MEASUREMENT SYSTEM, AND STRATEGIC DEPLOYMENT MANAGEMENT SYSTEM IN NGEEANN POLYTE CHNIC197
28 Gapal Kanji, Ms . Patricia Moura e Sa
Sheffield Business School, Sheffield Hallam University, United Kingdom		KANJI'S BUSINESS SCORECARD204
29 Stig Månsson
Deputy Chief of Police, s Värmland County Police Department, Sweden		BALANCED SCORECARD – A TOOL FOR THE DEVELOPMENT OF APOLICE ORGANISATION214
C o u n t i n u o u s  I m p r o v e m e n t
30 Kim Jean Chow 1 , Mong –Na Lo Huang 2 , Mei -Hui Guo 2 , Kai -Sheng Hsieh 3
1 National Sun Yat-sen University, Taiwan; 2 National Sun Yat-sen University, Taiwan; 3 Kaohsiung Veteran General Hospital, Taiwan		A STUDY OF CONTINUOUS QUALITY IMPROVEMENT IN VITAL SIGNS MONITORING SYSTEM AT ICU IN TAIWAN222
31 Özkan DALBAY, Ismail, HakkI Bicer
Istanbul Technical University, Turkey		ISO-9002: 1994 QUALITY MANAGEMENT SYSTEM AND CONTINUOUS QUALITY IMPROVEMENT (CQI) IMPLEMENTATION AT MINISTRY OF LABOUR AND SOCIAL SECURITY, SOCIAL IN SURANCE ORGANIZATION’S (SSK) HOSPITALS IN TURKEY228
32 S. Ümit OKTAY FIRAT, Çigdem Aricigil Cilan
Yildiz Technical University, Turkey		MULTIVAR TE STATISTICAL PROCESS CONTROL METHODS AND NEW APPROACHES239
33 Raine Isaksson 1 , Håkan Wiklund 2
1 Luleå University of Technology, Sweden; 2 Mid Sweden University and Luleå University of Technology, Sweden		ASSESSING THE LEVEL OF MANAGEMENT COMMITENT FOR TQM COREVALUES - AN INTRODUCTION TO MORE EFFECTIVE CHANGE247
34 Sergey Koshchy
Russian Maritime Register of Shipping (RS), Russia		INTEGRATED MANAGEMENT AS A TOOL FOR A CHIEVING BUSINESS EXCELLENCE255
35 Federico Testa, Marta Ugolini
University of Verona, Italy		PUBLIC SERVICES ARE CHANGING: TURNING CUSTOMER PARTICIPATION TO BETTER ACCOUNT259
C u s t o m e r  S a t i s f a c t i o n  and  L o y a l t y
36 Mokhtar Abdullah 1 , Nooreh a Husain 2 , Amjad D. El –Nassir 3
1 Universiti Kebangsaan, Malaysia; 2 AD – MACS Corp. Consultants (M) Sdn. Bhd., Malaysia; 3Universiti Kebangsaan Malaysia,		THEORY AND DEVELOPMENT OF NATIONAL CUSTOMER SATISFACTION INDEX: THE MALYSIAN INDEX OF CUSTO R SATISFACTION277
37 John Addey
BAE SYSTEMS, United Kingdom		QMS DESIGN – A VISIONARY APPROACH284
38 Giuseppe Boari
Universit à Cattolica del S. Cuore, Italy		A DYNAMIC VERSION OF STRUCTURAL EQUATION MODELS APPLIED TO NATIONAL CUSTOMER SATISFACTION INDICES291
39 Gabriele Cantaluppi
Università CattolicadelS. Cuore, Milan, Italy		SOME REMARKS ON PARAMETER IDENTIFICATION OF STRUCTURAL EQUATION MODELS WITH BOTH FORMATIVE AND REFLEXIVE RELATIONSHIPS299
40 Claes Cassel 1 , Jan Eklöf 2
1 Stockholm School of Economics, Sweden; 2 Stockholm School of Economics in Saint Petersburg, Russia		MODELLING CUSTOMER SATISFACTION AND LOYALTY ON AGGREGATE LEVELS - EXPERIENCE FROM THE ECSI PILOT STUDY307
41 Vassily Dermanov, Jan Eklö f
>Stockholm School of Economics in Saint Petersburg, Russia		USING AGGREGATE CUSTOMER SATISFACTION INDEX – CHALLENGES AND PROBLEMS OF COMPARISON WITH SPECIAL REFERENCE TO RUSSIA315
42 Drago Dubrovski
GEA College of Entrepreneur ship, Slovenia		THE ROLE OF CUSTOMER SATISFACTION IN A CHIEVING BUSINESS EXCELLENCE325
43 Lars Grønholdt, Anne Martensen
Copenhagen Business School, Denmark		LINKING EMPLOYEE LOYALTY, CUSTOMER LOYALTY AND PROFITABILITY332
44 Kai Kristensen, Hans Juhl, Peder Østergaard
The Aarhus School of Business, Denmark		CUSTOMER SATISFACTIN AND CUSTOMER LOYALTY IN EUROPEAN RETAILING340
45 Elena Kochnova
Direct marketing agenc «MINIPOST», Russia		DOMINATION FACTORS IN BUSINESS349
46 Chien-Huang Lin, Daphne Chiu
National Central University Chung - Li, Taiwan		ON THE EFFECT OF SERVICE FAILURE AND FAILURE REDEEM ON CUSTOMERS’SATISFACTION357
47 Jacques Martin, Michel Weill
QEOPS - Université de Toul on -Var, France		QUALITY AND PROCESSES: NEW CONCEPTS FOR STRATEGIC DIFFERENTIATION. AN APPLICATION TO FRENCH UNIVERSITIES363
48 Ludmila Murgulets, Igor Dukeov, Irina Selivanova, Jan Eklöf
Stockholm School of Economics in Saint Petersburg, Russia		CUSTOMER SATISFACTION AND RETENTION IN TRANSITION ECONOMIES371
49 Joyce Orsini
The W. Edwards Deming Institute, and Fordham University GBA, USA		SYSTEM OPTIMIZATION IN MONETARY AFFAIRS381
50 Magnus Söderlund, Claes-Robert Julander
Stockholm School of Economics, Sweden		THE VARIABLE NATURE OF SERVICES: AN EMPIRICAL EXAMINATION OF TRUST AND ITS EFFECTS ON CUSTOMERS SATISFACTION RESPONSES TO POOR AND GOOD SERVICE387
51 Stefani a Supino, Ornella Malandrino, Maria Proto
Università degli Studi di Salerno, Facoltà di Economia, Italia		PRODUCT CERTIFICATION: A NEW TOOLIN A CHIEVING CUSTOMER SATISFACTION402
52 Mik Wisniewski
University of Strathcly de, United Kingdom		ASSESSING CUSTOMER SATISFACTION WITH LOCAL AUTHORIY SERVICES USING SERVQUAL407
53 Winnie, Yuk-lan WONG 1 , Gopal Kanji 2
1 Lingnan University, Hong Kong; 2 Sheffield Business School, Sheffield Hallam University, United Kingdom		MEASURING CUSTOMER SATISFACTIONEVIDENCE FROM HONG KONG RETAIL BANKING INDUSTRY416
54 Angelo Zanella
Università Cattolica del S. Cuore, Italy		MEASURES AND MODELS OF CUSTOMER SATISFACTION: THE UNDER LYING CONCEPTUAL CONSTRUCT AND A COMPARISON OF DIFFERENT APPROACHES427
P e o p l e , C u l t u r e  a n d  T Q M
55 Juhani Anttila
Vicepresident Quality Integration, Sonera Corporation, Finland		EFFECTIVE QUALITY COMMUNICATION442
56 Azman Abu Bakar 1 , Karuthan Chinna 2 , Yahya Awang 3 , Suresh Kumar 4
1 Public Health Institute, Ministry of Health, Malaysia; 2 University Technology MARA, Malaysia; 3 National Heart Institute, Malaysia; 4 Binary Business School, Malaysia		CORONARY ARTERY BYPASS SURGERY: WHAT SAY THE PATIENTS?449
57 Igor Dukeov 1 , Jan Eklöf 1 , Irina Selivanova 1 , Ludmila Murgulez 1 , Claes Cassel 2
1 Stockholm School of Economics in Saint Petersburg, Russia 2 Stockholm School of Economics , Sweden		LIVING CONDITION INDEX MEASUREMENTS AND ANALYSIS IN SAINT PETERSBURS456
58 Anne Martensen , Lars Grønholdt
Copenhagen Business School, Denmark		USING EMPLOYEE SATISFACTION MEASUREMENT TO IMPROVE PEOPLE MANAGEMENT: AN ADAPTATION OF KANO'S QUALI TY TYPES463
59 Tauno-Jussi Onoper
Estonian Association for Quality, Estonia		BALANCED PEOPLE BASED MANAGEMENT SYSTEM473
60 Michail Volovick, Sergei Podlesnui, Zoya Vasilieva
Krasnoyarsky State Technical University, Russia		SYSTEM APPROACH TO THE QUALITY MANAGEMENT SYSTEMS DEVELOPMENT IN THE FIELD OF EDUCATION481
61 Christopher Rees, Ed Doran
University of Salford, United Kingd		SELECTION IN A TQM CONTEXT: TAKING A HARD LOOK AT A SOFT ISSUE485
62 Suzanne Richbell, Ka Wai Chan
Sheffield University Management School, United Kingdom		TWENTY FOUR HOUR OPENING --TWENTY FOUR HOUR QUALITY492
63 Andrew Robson, Vas Prabhu
Newcastle Business School, University of Northumbria at Newcastle, United Kingdom		BUSINESS EXCELLENCE IN REAL LIFE: WHAT CAN WELEARN FROM ‘LEADING’ PRACTITIONERS500
64 Irina Selivanova , Jan Eklöf
Stockholm School of Economics in Saint Petersburg, Russia		TQM AT WEST, EAST ASIA AND RUSSIA - ARE WE DIFFERENT?508
65 Alexandr Shadrin
Russian Maritime Register of Shipping, Russia		ON THE ROLE OF THE SPECIALIST IN QUALITY IN THE ORGANIZATION516
66 Alexey Vasiliev
The Saint Petersburg State Marine Technical University , Russia		MANAGEMENT OF LIFE QUALITY BY METHODS OF STANDARDIZATION521
67 Alfred Wong
Lingnan University, Hong Kong		LEADER SHIP AND EFFECTIVE SUPPLY CHAIN PARTNERSHIP528
68 Edward Yui-tim Wong
Lingnan University, Hong Kong		ANTECEDENTS AND CONSEQUENCE OF JOINT VENTURE EMPLOYEES’ AFFECTIVE COMMITMENT IN CHINA536
Q u a l i t y  a n d  E d u c a t i o n
69 Phil Bowden
PROSPER Group, United Kingdom		BEYOND CUSTOMER SATISFACTION - CREATING FUTURE VALUE FOR THE CUSTOMER543
70 Maria Joco Pires da Rosa 1 , Pedro Manuel Saraiva 2 , Henrique Diz 3
1 DEGEI – University of Aveiro; Portugal; 2 University of Coimbra, Portugal; 3 DEGEI – University of Aveiro, Portugal		THE DEVELOPMENT OF AN EXCELLENCE MODEL FOR PORTUGUESE HIGHER EDUCATION INSTITUTIONS549
71 Rob Durrant 1 , David Taylor 2
1 Consignia Quality, United Kingdom; 2 Home Shopping, United Kingdom		BEYOND SELF -ASSESSMENT REVITALISING A TOTAL QUALITY JOURNEY557
72 Elena Gorbashko, Le onid Tarasevich
St. Petersburg State University of Economics and Finance, Russia		QUALITY MANAGEMENT FOR HIGHER EDUCATION INSTITUTIONS563
73 Alexandr Groshev, Galina Mogilnitskaja, Alexandr Chuchalin
Tomsk Polytechnic University, Russia		EDUCATIONAL SERVICES: REQUIREMENTS OF CLIENTS AND QUALITY PARAMETERS569
74 Alexandr Groshev, Galina Mogilnitskaja, Alexandr Chuchalin
Tomsk Polytechnic University, Russia		EXPERIENCE OF THE COMPLEX QUALITY CONTROL SYSTEM IMPLEMENTATION IN TOMSK POLYTECHNIC UNIVERSITY572
75 Alexandr Groshev, Galina Mogilnitskaja, Alexandr Chuchalin
Tomsk Polytechnic University, Russia		MARKETING IN THE QUALITY MANAGEMENT SYSTEM OF THE HIGHER EDUCATIONAL INSTITUTION578
76 Nikolay Nikolenk o
Industrial Insurance Company, Russia		REENGINEERING OF BUSINESS PROCESSES OF INSURANCE COMPANY AS FACTOR OF SUPERIORITY IN THE MARKET582
77 Tatiana Salimova, N. Salimova - Akhmetova
Ogarev State University , Saransk, Russia		THE IMPLEMENTATION OF SELF – ASSESSMENTIN A CONTINUOUS PROCESS OF HIGHER EDUCATION INSTITUTE PERFORMANCE IMPROVEMENT586
78 José Ailton Baptista da Silva
ENERSUL Quality Management Office, Brazil		CONTINUOUS EDUCATION IN TQM TWO CASES IN BRAZILIAN ELECTRICAL COMPANIES (ESCELSA AND ENERSUL)592
79 Mete Sirvanci
College of Business and Economics, University of Wisconsin, USA		TQM ISSUES IN HIGHER EDUCATION598
80 Evgueni Solojentsev
Institute of Mechanical Engineering Problems, Russian Academy of Sciences, Russia		LOGIC AND PROBABILISTIC MODELS OF QUALITY AND MARKET LOSS RISK604
DOWNLOAD TOOLS | PRINT THIS DOCUMENT | BACK TO THE HOME                           Copyright 2001 - ESOE