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
P r o c e s s  M e a s u r e m e n t   a n d   M a n a g e m e n t
1 Nickolay Dedkov
Director of Murmansk Centre for Standardization, Metrology and Certification, Russia		SOCIAL COMPETITIVENESS AND SPECIFIC FEATURES OF QUALITY MANAGEMENT OF SOCIALLY SIGNIFICANT CONSUMER GOODS7
2 Daniil Demidenko1, Tatiana Leonova2
1Technical University, Russia; 2University of Economy and Finance, Russia 		ECONOMIC MANAGEMENT IN QUALITY SYSTEMS15
3 Harenda Dutta
Dibrugarh University, India		TOTAL QUALITY MANAGEMENT: the quality movement for business excellence20
4 Lubov Evgrafova, A. Chervonetskaja,
Siberian State Scientific Research Institute of Metrology, Russia		Integration of management theories on the basis of quality management24
5 Galina Ivanova
Center for Testing and Certification- St.Petersburg (Test-St.Petersburg), Russia		INTERNATIONAL COOPERATION OF TEST-ST.PETERSBURG – ONE OF THE WAYS OF INTEGRATION OF RUSSIA INTO THE WORLD ECONOMICAL SYSTEM33
6 Igor Kozin
St. Petersburg Electrotechnical University, Russia		QUALITY-RELATED MATTERS IN RUSSIA - PROBLEMS AND EXPECTATIONS39
7 Suresh Kumar Krishnan1, Mokhtar Abdullah2 Karuthan Chinna3
1Binary Business School, Malaysia; 2National University of Malaysia, Malaysia;3University Technology MARA, Malaysia		The impact of Poor Quality Costs (PQC) on performance measures42
8 Vadim Lapidus
Priority Centre, Nizhny Novgorod, Russia		Total quality management (TQM) as a requisite element and the keystone to restructuring in Russian companies52
9 Brian Mathews1, Zulema Lopes Pereira2, Tauno Kekale3, Akiko Ueno4, Graça M. Silva5, Mikko Repka6
1University of Luton, United Kingdom; 2Universidade Nova de Lisboa, Portugal; 3University of Vaasa, Finland; 4University of Luton, United Kingdom; 5Universidade Nova de Lisboa, Portugal; 6University of Vaasa, Finland		QUALITY MANAGEMENT TOOLS AND TECHNIQUES: FINDINGS FROM A EUROPEAN SURVEY59
10 Maria Cristina MENDONÇA,
CENEGE-Department of Management, Universidade Aberta, Portugal		QUALITY IMPROVEMENT IN TRIAL COURTS67
11 Dmitry Ovsianko, Galina Shirokova, Anton Ovsianko, Viktoria Nodelman
St.Petersburg State University, Russia		Problems of the TQM strategy and ISO 9000 standards application in the Russian companies72
12 Jaw-Sin Su1, Juei-Hung Su2
1Chinese Culture University, Taiwan; 2Susumu Sock Knitting Co., South Africa		The Predictive Cost Of Quality And Non-foreman Production System80
Q u a l i t y   I m p r o v e m e n t
13 Abdullah M. AL-Khalaf
Institute of Public Administration (IPA), Saudi Arabia		Quality Improvement Efforts at the Institute of Public Administration87
14 Marc Antoni1, Christina Mauléon2, Bo Bergman2
1Linköping University, Sweden; 2Chalmers University of Technology, Sweden		THEORY OF KNOWLEDGE – AN ORIGINAL ELEMENT OF THE QUALITY MOVEMENT? - C.I. LEWIS’ RELATION TO QUALITY PIONEERS 94
15 Gennady Antonov
University of Economics and Finance, St.-Petersburg, Russia		ON THE ROLE OF THE SERVICE OF QUALITY IN QUALITY CONTROL AND COMPETITIVE STRENGTH OF COMMODITY102
16 Richard Dickenson1, David Campbell1, Vladimir Azarov2
1Cranfield University, United Kingdom; 2Higher School of the Academy of Quality Problems, Moscow, Russia		Implementing TQM at an abrasives manufacturer in Russia-Problems and Possibilities107
17 Caroline Fisher, Jerry Dauterive, Jesse Barfield
Loyola University New Orleans, USA		Economic Impacts of Quality Awards: Does Offering an Award Bring Returns to the State?116
18 Rickard Garvare
Luleå University of Technology, Sweden		Process Management in Small Organisations – Experiences of a Swedish Study124
19 Jonas Hansson
Luleå University of Technology, Sweden		Implementation of TQM in Small Organisations - a case study in Sweden131
20 Igor Isaev
Centre for Testing and Certification - St.Petersburg, Russia		WAYS OF IMPROVEMENT THROUGH SELF-ASSESSMENT AND ASSESSMENT FOR QUALITY AWARDS140
21 Petro Kalyta
Interbranch Quality Center «PRIROST», Ukraine		«PRIROST» AS INTEGRATING TECHNOLOGY OF MODERN QUALITY MANAGEMENT SYSTEM145
22 Tatiana Kolesnikova
St. Petersburg State Electrotechnical University, Russia		TQM concept as way for Business excellence at Russian companies152
23 Rosário Macário
TIS.PT, Consultores em Transportes, Inovação e Sistemas, s.a., Lisbon, Portugal		WHAT IS TO BE DONE TO IMPROVE MANAGEMENT OF URBAN MOBILITY SYSTEMS156
24 Desmond McFarlane
Department for Regional Development, Roads Service, Northern Ireland, United Kingdom		Managing improvement in the public sector165
25 Maria Cristina MENDONÇA, Amilcar GONÇALVES
Universidade Aberta, Portugal		QUALITY IMPROVEMENT: AN APPLICATION OF FUZZY LOGIC TO COMPLAINTS PROCESSING AND PREVENTION173
26 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)179
27 Enrico Pesce
SOGEI S.p.A., Italy		The quality project for the Italian tax offices186
28 Gunnel Raske
Swedish National Police Board, Sweden		The Balanced Scorecard of the Swedish Police Service – 7000 officers in Total Quality Management project192
29 Vadim Rozhdestvensky
“Intercertifika – Holding”, Russia		EIGHT PRINCIPLES OF QUALITY MANAGEMENT – EIGHT STEPS OF PERFECTION201
30 Jorma Vakkuri
Finnevo Oy, Finland		Knowledge applications for improvement208
31 Carlos Villanueva
Ph.D. ITESM, Mexico		Using Qualitative and Quantitative Information from Different Sources to Improve the Health Care Service in Mexico217
32 Mohamed Zairi1, Yasar Jarrar2
1University of Bradford, United Kingdom; 2Cranfield School of Management, United Kingdom		MEASURING ORGANISATIONAL EFFECTIVENESS IN THE NHS – Management Style and Structure Best Practices227
Q u a l i t y   M e a s u r e m e n t
33 Arawati Agus, Ridzuan Mohd Sagir
Universiti Kebangsaan Malaysia, Malaysia.		THE STRUCTURAL RELATIONSHIPS BETWEEN TQM, COMPETITIVE ADVANTAGE AND BOTTOM LINE FINANCIAL PERFORMANCE: AN EMPIRICAL STUDY OF MALAYSIAN MANUFACTURING COMPANIES233
34 Kostas Dervitsiotis
University of Piraeus, Greece		Emerging Elements of a Worldview for Sustainable Quality242
35 Valery Shvets
Russian Maritime Register of Shipping, Russia.		Process Measurement in the Modern Quality Management System251
Q u a l i t y   S y s t e m s
36 Larisa Besfamilnaya, Alexander Tsyganov
Russian Insurance Companies Union, Russia		Introduction in practice of work of the Russian insurance companies of liability insurance for quality256
37 Larisa Besfamilnaya, Alexander Tsyganov,
Russian Insurance Companies Union, Russia		Standardization of insurance business in Russian Federation: a modern condition and further prospects264
38 Viatcheslav Blinov1, Natalia Pletneva1, Nickolay Burmistrov2
1Mordovian Centre of Standardization and Metrology, Russia 2General Director of JSC “Ruzkhimmash”, Russia 		ISO 9000:2000 – TRANSITION SHOULD BE EVOLUTIONARY272
39 Carlos Cândido1, D. S. Morris2
1FEUA, Universidade do Algarve, Portugal; 2School of Business and Finance, Sheffield Hallam University, United Kingdom		The implications of service quality gaps for strategy implementation275
40 Viktor Chavpetsov, Marina Karachevtseva, Sergey Mikhailov, Dmitry Levyi,
Center of Quality and Qualification, St. Petersburg, Russia		EXPERTISE OF THE MEDICAL CARE QUALITY AND THE STATISTICAL CONTROL OF THE MEDICAL PROCESS QUALITY285
41 Karuthan Chinna1, Mokhtar Abdullah2, Suresh Kumar3, Abdul Ali4
1University Technology MARA, Malaysia; 2University Kebangsaan, Malaysia; 3Binary Business School, Malaysia; 4Emergency and Trauma Centre, University Hospital, Kuala Lumpur, Malaysia		Charting The Arrival Times At An Emergency And Trauma Centre Using Circular Data Analysis293
42 S. Cramer, W. Goebel, B. Hesse
SOCOTEC INDUSTRIE Deutschland GmbH, Germany		CERTIFIED QUALITY MANAGEMENT SYSTEM: A PREREQUISITE FOR SUCCESSFUL EAST-WEST CO-OPERATION298
43 Basilio Dagnino
Qualifactory Quality Services International, Business Excellence Consultants, Brazil		QUALITY 2010304
44 Ana Belén Escrig Tena, Juan Carlos Bou Llusar, Vicente Roca Puig,
Universidad Jaume I, Spain		MEASURING THE RELATIONSHIP BETWEEN TQM AND SUSTAINABLE COMPETITIVE ADVANTAGE: A RESOURCE BASED –VIEW312
45 Jacob Eskildsen1, Jan Jonker2
1The Aarhus School of Business, Denmark; 2University of Nijmegen, Netherlands		UNRAVELLING RELEVANCE about the nature of holistic management models320
46 Nooreha Husain1, Mokhtar Abdullah2, Fadzli Idris2, Ridzuan Mohd Sagir2
1AD-MACS Corp. Consulatnts (M), Malaysia; 2Universiti Kebangsaan, Malaysia		THE MALAYSIAN TOTAL PERFORMANCE EXCELLENCE MODEL: A CONCEPTUAL FRAMEWORK328
47 Vitaly Ogvozdin
JSC Electrosila, Russia		PROBLEMS OF QUALITY SYSTEMS CERTIFICATION AND IMPLEMENTATION OF NEW VERSION OF ISO 9000 STANDARDS335
48 Bo Bergman1, Johan Quist2
1Chalmers University of Technology, Sweden; 2Karlstad University, Sweden		MAKING SENSE OF SELF-ASSESSMENT TO REACH BUSINESS EXCELLENCE341
49 Joseph Taiwo
International Business School, Hungary		Systems Approaches to Total Quality Management352
50 Anders Westlund1, Claes Cassel1, Jan Eklof1, Peter Hackl2
1Stockholm School of Economics, Sweden 2University of Economics and Business Administration, Austria		STRUCTURAL ANALYSIS AND MEASUREMENT OF CUSTOMER PERCEPTIONS, ASSUMING MEASUREMENT AND SPECIFICATIONS ERRORS360
51 Xiande Zhao, Jeff Hoi Yan Yeung, Qiang Zhou,
Chinese University of Hong Kong, Hong Kong		Competitive priorities and advantages of Enterprises in Mainland China371
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