ICQEM – 2016

ICQEM - 2016 - Banner
ICQEM - 2016 - Capa

“After the successful organization of the 1st International Conference on Quality Engineering and Management in 2014, it is our pleasure to welcome you to the conference 2nd edition at the University of Minho, again in the historic city of Guimarães, Portugal.

This event combines two areas that are not usually brought together: Quality Engineering and Quality Management. We hope that the results of our effort will translate into a successful venture, making gradually of this conference an important scientific event in the field of Quality. As was our aim, since the beginning, the conference covers different topics related to Quality Management and Quality Engineering, including Standards, Continuous Improvement, Supply Chain Quality Management, Management Systems, Six Sigma, Quality Tools, Quality Management in Higher Education, Quality Management in Services and Total Quality Management.”

Saiba mais sobre a ICQEM – 2016 aqui.

Índice


Design Thinking and QFD: two faces of the same coin?

Patrícia Moura e Sá

Resumo

Purpose Organisations put considerable efforts into developing innovative products and services, capable of delivering value to customers and users. The existence of “wicked problems” calls for the creation of multidisciplinary teams and to the early incorporation of users’ feedback.A wide range of methodologies and tools have been developed to guide the design of (new) solutions with the purpose of making the process as effective and efficient as possible. Among those, Quality Function Deployment (QFD) and Design Thinking (DT) are particularly relevant. The aim of this paper is to explore possible connections and overlaps between DT and QFD.

Design/methodology/approach Based on a critical review of the literature, this paper compares the two approaches by analysing their core principles, main stages and associated tools.

FindingsMany similarities exist in what concerns the customer-centric approach and the way creativity is embedded in the whole design process. Yet, if, on one hand DT is more in line with the dynamic and interactive nature of value creation, QFD is more robust in terms of quality planning, feasibility assessment and documentation.

Originality/value A considerable body of the literature on innovation presents case studies describing the application of methodologies to develop new products/services, but very few studies discuss the interaction that might exist between different approaches. Understanding how some methodologies and tools can be combined is of major importance to organisations that want to develop their own projects.

Keywords: QFD, Design Thinking, Innovation

Paper type:General review




Simultaneous integration: a case study of an SME

Llonch, M. and Bernardo, M.

Resumo

Purpose The aim of this paper is to analyze the simultaneous implementation of an integrated management system in a small and medium size enterprise.

Design/methodology/approach Based on a case study, the paper presents and analyzes the implementation of the ISO 9001 and ISO 14001 management system standards. The organization analyzed is a small and medium size company of the heating and air conditioning sector that had no management systems implemented and decided to implement an integrated management system based on both functionspecific management system standards and also achieving the separated certification. For the case, the management systems’ manager and the consultant provided information about the decision-making, the implementation and certification and the overall satisfaction of the processes.

FindingsThe results show that a simultaneous integration is possible and it is more effective than implementing the management system standards sequentially. A cost analysis is also provided to evidence the improvement of the organization’s efficiency. The certificates for both management system standards were also achieved. These findings help in confirming theoretical statement posed in the literature of the integration of management systems: integration strategy, methodology and level. The organization values this integrated implementation as very positive internally and externally, as this is one of the first organizations of the sector implementing the ISO 9001 and ISO 14001.

Originality/value Although studies analyzing empirically the integration of management systems have been widely published in recent years, this paper provides evidence that those organizations implementing integration later than others, can learn from the beginners’ experience.

Keywords: management system integration, ISO 9001, ISO 14001, small and medium size enterprise.

Paper type:Research paper




The process of internalization of quality standards

Tarí, J.J., Pereira-Moliner, J., Molina-Azorín, José F. and López-Gamero, M.D.

Resumo

Purpose There is limited research examining the impact of internalization on performance and the drivers that could play a role in this relationship. The aim of this study is to analyze which drivers may impact internalization and the relationship between internalization and performance.

Design/methodology/approach The paper identifies hypotheses which are tested applying structural equations models. A structured questionnaire was sent to 725 quality certified firms in the tourism industry. 287 completed questionnaires were received.

FindingsThe results show that the hypotheses are supported and that internal drivers are the only ones capable of significantly explaining internalization (daily practices and continuous improvement) of quality standards. Continuous improvement explains significantly all performance variables and daily practices explain employee results and society impacts. In addition, some organizations focusing on external drivers can move to internal drivers and then increase their internalization levels.

Originality/value This study makes a double contribution to the literature on quality management. Firstly, it expands the results of previous studies on quality standards and internalization in tourist firms. Secondly, it expands the results from previous studies on internalization which have focused on analyzing its effects on operational and business results by including customer, employee and society results.

Keywords: Quality management standards, internalization, quality certificate, performance.




Integration of Social Topics in Quality Management Curricula

Simon, A.

Resumo

Purpose The main objective of this paper is to analyze whether and how social topics have been included in Quality Management (QM) programs in higher education. Based on a literature review on the topic, this research also aims to propose how social topics could be included in QM curricula.

Design/methodology/approach The papers draws on the literature review to propose a model and a methodology to include social topics in QM programs. The model is based on a three-step approach for integrating QM with other areas in the organization which also have an impact on society.

FindingsThe model proposes that first QM students should learn the basic approaches and tools in QM. Then, a systems approach should be used to explain how the different interrelated areas and actors of an organization have an impact on society. Finally, students should be able to understand how supply chain management requires internal alignment between all the areas and how decisions related to the supply chain impact not only the internal performance of the organization but also have social impacts.

Originality/valueThis is one of the first contributions to study the introduction of social topics in QM in higher education. The main contribution is the proposal of a model to teach and include these issues in a QM university program.

Keywords: Quality Management, Social topics, Higher Education, Teaching model.




Knowing the element "Integration and Process Management" on Sugarcane Supply Chain

Palota, P.H. and Martins, M.F.

Resumo

Purpose The main objective of this work is to know the element "Integration and Process Management" applied to the production sugarcane chain.

Design/methodology/approach This study uses a qualitative and investigative approach of multiple cases applied to a Developer of New Varieties of Cultivars, two Sugarcane Growers, two Mills and two Mill Groups in a sugarcane chain of São Paulo State – Brazil.

FindingsThe field research returned some gaps regarding with the main practices of the element, "Integration and Process Management" from the theory of SCQM in the chain of production of sugarcane, such as: There is not the establishment of the culture of preventive actions and of the continues improvement. Lack of a more effective integration, where some shared joint actions as audits, practices of incentives, performance measures and targets, are not virtually shared with suppliers and clients. There is predominance of the Departmental Organizational Structure with integration virtually non-existent among companies' departments.

Research limitations/implicationsThe case study’s interviews were applied to a specific region - São Paulo State in Brazil. The findings of this study are limited to the case of the sugarcane chain, so can not be generalized.

Originality/valueThis paper identifies some gaps regarding to the main practices of the element “Integration and Process Management” applied to sugarcane supply chain. The integration in this chain can be improved if its agents take actions in order to fill these gaps.

Keywords: Supply Chain Quality Management; Process Management; Integration; Sugarcane Chain.




The experience on management systems certification as an enabler for social responsibility external assessment

Aguilar Rosado, N., Bernardo, M. and Tarí, J.J.

Resumo

Purpose The aim of this paper is twofold. Firstly, to propose an external assessment model for the United Nations Global Compact (UNGC) based on a literature review. Secondly, to test the acceptance of the model using a sample of organizations of the Spanish UNGC Network.

Design/methodology/approach A literature review search has been conducted for the first aim and 36 papers were analyzed in-depth. For the second aim, 74 valid questionnaires were analyzed to know the level of acceptance and importance of the model proposed by the Spanish UNGC Network organizations.

FindingsThe model proposes that first QM students should learn the basic approaches and tools in QM. Then, a systems approach should be used to explain how the different interrelated areas and actors of an organization have an impact on society. Finally, students should be able to understand how supply chain management requires internal alignment between all the areas and how decisions related to the supply chain impact not only the internal performance of the organization but also have social impacts.

Originality/valueThis work contains one of the first models proposing a detailed UNGC reporting verification process and tests its acceptance empirically..

Keywords: corporate social responsibility, external assessment, Global Compact, model, management system certification.




Reasons of relations between the constructs perceived quality, trust, and loyalty in virtual learning environment

Curth, M.

Resumo

Purpose The educational segment is considered one of the most important sectors to the society, which is found to be competitive and in constant growing. Thus, understanding the relationship formation process among companies (educational companies) and clients (students) become valuable to the success of this kind of organization, and this is the objective of this paper. More specifically, the reasons that make the relations between trust, perceived quality, and loyalty being developed and becoming solid were analyzed.

Design/methodology/approachThrough an exploratory study of a quality nature, individual interviews were performed, deeply in the educational sector, involving experts of the area (managers and coordinators), professors, and students.

FindingsThe results revealed that, for the relation between perceived quality and loyalty, the main reasons were feeling of being accepted, motivation (stimulus), and credibility. On the relationship between trust and loyalty, it was found as reasons transparency, commitment about the client/student towards the college, and reflex of the learning as the result of the course and the good faith.

Originality/valueAt the end of the paper, the conclusions about the contributions of the study to the development of the relational marketing theory are presented, as well as the manager implications, which contribute with the managers of the colleges so that it could be used in actions that stimulate the interest of the clients/students.

Keywords:Perceived Quality, Trust, Loyalty, Virtual Education.




Service quality study in property and casualty insurance market using the Quality Function Deployment methodology

Jordi Escayola Mansilla, Jesús Tricás Preckler

Resumo

PurposeThe aim of this project is to study the dimensions of service quality in non-life insurance business, applying the Quality Function Deployment (QFD) methodology in the Spanish insurance market. In order to apply this known method (not used in insurance so far), we have interviewed more than 300 insurance customers (mainly car and household insurance) and 17 insurance experts – which include company directors, researchers, public institutions members, private institution members and consultancy directors of the insurance field.

Design/methodology/approachWe have tested 21 quality items taken from recent previous studies, adapted to the Spanish insurance market and reviewed by insurance experts and market research professors. These items represent the WHAT’s of the QFD methodology. We have studied their correlation with 21 HOW’s items, obtained by interviewing a certain amount of insurance experts.

FindingsConclusions show the dimensions of service quality which have more impact on insurance customers, as well as the actions companies should take in order to improve these dimensions in order to satisfy their customers’ requirements and become more competitive and successful.

Originality/valueTaking advantage of this research, insurance companies can develop their business and focus their actions on what is more efficient in the long term, increase the customer satisfaction and loyalty – which is very important in this kind of business–, and they can also ensure post-purchase intentions. This research represents the first QFD analysis in the European insurance market.

Keywords:Property and casualty, Quality Function Deployment, Insurance, Service Quality.




Employees´ Satisfaction and Quality Management in Human Resources: a Study in Spanish Thermal Centre

Del Río-Rama, M.C., Álvarez-García, J. and Bredis, K.

Resumo

PurposeLabour satisfaction of the employees with their job affect quality of a service that is provided to a client so it is a very important aspect that must be managed by executives of organizations. The organizational climate is a key for a company’s success, and its regular analysis can help to improve those aspects where the organization is not so effective. The aim of this study is to identify/to evaluate current labour satisfaction of the employees to analyse strengths and weaknesses of the labour conditions that will allow us to suggest some improvement actions to the managers and determine whether the proposed scale based on the EFQM model is a valid measurement scale for measuring job satisfaction in organizations.

Design/methodology/approachA descriptive analysis was used as methodology, and a questionnaire was sent to 55 employees of the Thermal Centre with the aim to collect data; the response rate was of a 76.36% (42 employees). The measuring instrument was tested and validated.

FindingsThe obtained results show areas with possibilities of improvement are training, internal communication, knowledge and identification of objectives and organization and change management and the areas that need to improve their work conditions are perception of the executives and salary.

Originality/valueBy detect the dimension’s strengths and weaknesses of the labour conditions he has to take into account and so, to work with them the executive manager of the Thermal Centre with the aim improve labour climate that indirect way influence on clients through the quality of services.

Keywords:EFQM, Human Resources, Labour Satisfaction, Organizational Climate, Thermal Centre




Implementation of a quality model on a software company in Brazil

Silva T.A., Queiroz F.C.B.P., Queiroz J.V., Furukava M.

Resumo

PurposeThis study was carried out to describe and analyze how the process of implementation of a quality model in a small software industry in Brazil improves its level of development production.

Design/methodology/approachBased on the literature review of quality models and the needs of the company, the most suitable model was chosen and applied to the situation, being the Brazilian Software Process Improvement (MPS.Br) the chosen one. The process was presented and than applied in the industry, in witch the scenario was described and the before and after were compared.

FindingsThe rate of performance was improved among other factors, showing the success of the quality model.

Originality/valueThe research considers the applicability of a quality model in the process of software development, which is still limited in literature. The study concentrates on the quality model that suits the needs of the company, improving the development processes and showing what was necessary to implement in order to get the desired results. It also expects to contribute with future references for the companies and enthusiasts who desire to know more about the process.

Keywords:Quality, Certification, Process, MPS.BR, Implementation.




Applying Design of Experiments in Product Development Process

ARAÚJO JÚNIOR L.Q., QUEIROZ F.C.B.P., ASSIS, C.F., AZEVEDO W.M., QUEIROZ J.V., FURUKAVA M.

Resumo

PurposeThe constant changes in production systems has sought to cater largely to the needs of customers. The market, since then, has become increasingly competitive. In this context of seeking a competitive edge to impress customers and keeps them retrospectively, companies has developed new products. The lack of a clear management and a method in the Product Development Process (PDP) may cause the companies are unable to incorporate new technologies that result in significant improvements. The purpose of this article, therefore, is to propose the use of technique Design of Experiments (DoE) in PDP in Small and Medium Enterprise (SME).

Design/methodology/approachThe study was conducted in an small ice cream artisanal shop. In order to conduct research methodology was elaborated: (1) Design of idea, (2) Listen to voice of customers, (3) Listen to voice of experts, (4) Identificating the parameters of interest; (5) Design of Experiments, (6) Analysis, (7) Optimization; (8) Product Release.

FindingsAt the end of the product, it can be said that the use of DoE in PDP provided a successful outcome, with an innovative product on the market and improving aspects of information management within the organization studied. It stands out as positive the company has a great innovation environment, which is characterized by being very open to new and bold ideas. It is suggested the application of this study in other SMEs to improve the management of innovation.

Keywords:Design of Experiments, Product Development Process, Innovation Management, Artisanal Ice Cream Shop.




Using simulation for balancing a line of power plugs

Ramos, A.L., Ferreira, J.V. and Santos, S.T.

Resumo

PurposeThis paper presents a simulation study carried out to analyse a balancing solution for a line of power plugs. This line is used in the classroom (course of Advanced Simulation in the master programme of Management and Industrial Engineering, University of Aveiro, Portugal) as a lean living lab to illustrate the utilization of Lean Manufacturing tools.

Design/methodology/approachThe curricular unit is based on an experiential approach that involves, in the first part, the utilization of simulation games and, in the second part, the development of computer simulation models. The work uses a discrete-event simulation (DES) approach to analyse the assembly line of power plugs in order to increase its throughput and overall productivity. The study involved the comparison of two design alternatives for the assembly line and the selection of the best scenario for a given set of performance measures.

FindingsThe use of simulation allows the students to make a more comprehensive analysis of the line and to identify factors that could improve the efficiency of the system. Thus, simulation is a valuable tool to evaluate different line configurations through the comparison of several key performance indicators supporting the decision-making process.

Originality/valueThe pedagogical practices used in the course of Advanced Simulation of the master programme are innovative and the exploitation of a modelling technique such as simulation is certainly a successful approach to promote visual, interactive and problem-based learning strategies, and to bridge the gap between academia and industry by guiding industrial engineering students through the resolution of real industry (and service) problems using simulation models.

Keywords:Decision-making, Line balancing, Pedagogical practices, Simulation.




Maturity and integration in management systems. Organizational sustainability

Escobar Rivera, D. and Simon Villar, A.

Resumo

AbstractIn the current business environment, management systems show a complex and integrated nature from the perspective of a substantial group of internal and external variables. The evolution of the company over time - directed through the philosophy of management systems- promotes the relationship between three cardinal elements: the level of integration, maturity and sustainability. In terms of proportionality and on the basis of diversity of each system, the company will be more sustainable as it reaches higher levels of maturity. Consequently, the management system not only contributes to the maintenance of the levels reached in terms of their effectiveness and compliance, but becomes an instrument for improvement. The integration of processes and the maturity level, has been recognized in several studies as a central variable in the integrated management systems, along with others such as the strategy adopted, the implementation process and motivation. Therefore, a link between those three elements towards organizational sustainability, favors the effectiveness of the evaluation to the objectives, as well as the satisfaction and more recently, customer delight. This paper addresses the fundamental concepts and principles related to the link between level of integration and maturity of the management system and the sustainability of the organization. It also includes analysis of various models available in the literature focused on these elements so as to identify the contact points where that concurrence is exposed to express it in the form of a model.

Keywords:management system, maturity, level of integration, sustainability.




Assessing Quality Tools Use in the Wind Power Sector

Castelló, J., De Castro, R. and Marimon, F.

Resumo

PurposeThis study focuses on the state of quality control management tools and techniques used in the Wind Power (WP) sector.

Design/methodology/approachResearch was carried out in 120 Wind Power sector supply chain companies (component suppliers, wind turbine assemblers, and wind farm operation and maintenance) using the questionnaire method. The companies selected for the study have been implementing a quality management system in accordance with ISO 9001:2008.

FindingsThe survey’s findings reveal a high level of quality control techniques and tools being used in WP companies. The results show that the tools and techniques most commonly used are internal audits, flowchart diagrams and cost of poor quality. The survey also highlighted some areas for further improvement, such as implementing advanced and complex quality techniques. Furthermore, some managerial implications from this study are also reported at the end.

Research limitations/implicationsThe study was based on the quality managers’, quality engineers’, and company mangers’ perceptions (subjective data) and neither examined the reasons for not implementing, or the difficulties encountered while implementing, quality tools and techniques.

Practical implicationsThe specific findings of this research are not only useful for managers who wish to implement a quality management system, but also provide recommendations for improving that implementation as well.

Originality/valueThis study provides more detailed knowledge of the usage of the different quality tools and techniques in the WP, especially in ISO 9001 certified companies.

Keywords:Quality tools and techniques, ISO 9001, Wind Power sector




Supplier Evaluation Process from the perspective of the Stakeholders

Caran V., Krueger J.F., Ayres, L.F. and Araujo Jr. A.H.

Resumo

AbstractThe paper deals with a supplier’s process management and their performance, and had as an objective to identify stakeholder’s perceptions about this management, in an automotive industry in the Metropolitan Region of Campinas, Brazil. The nature of the research is qualitative and was conducted by means of interviews and the results showed that a well stablished suppliers management process contributes to the organization’s continuous improvement of products and processes. The company researched has about 800 employees, is a global company, and a world leader in the production of automotive wheels. The research’s conclusion showed that in order companies to become more competitive, it is necessary to strengthen the value chain links and create long-term relationships with their suppliers.

Keywords:Supplier management, Supply Chain, Evaluation of Supplier Performance, Processes Management, Stakeholders.




Assessing Quality Tools Use in the Wind Power Sector

Castelló, J., De Castro, R. and Marimon, F.

Resumo

PurposeThis study focuses on the state of quality control management tools and techniques used in the Wind Power (WP) sector.

Design/methodology/approachResearch was carried out in 120 Wind Power sector supply chain companies (component suppliers, wind turbine assemblers, and wind farm operation and maintenance) using the questionnaire method. The companies selected for the study have been implementing a quality management system in accordance with ISO 9001:2008.

FindingsThe survey’s findings reveal a high level of quality control techniques and tools being used in WP companies. The results show that the tools and techniques most commonly used are internal audits, flowchart diagrams and cost of poor quality. The survey also highlighted some areas for further improvement, such as implementing advanced and complex quality techniques. Furthermore, some managerial implications from this study are also reported at the end.

Research limitations/implicationsThe study was based on the quality managers’, quality engineers’, and company mangers’ perceptions (subjective data) and neither examined the reasons for not implementing, or the difficulties encountered while implementing, quality tools and techniques.

Practical implicationsThe specific findings of this research are not only useful for managers who wish to implement a quality management system, but also provide recommendations for improving that implementation as well.

Originality/valueThis study provides more detailed knowledge of the usage of the different quality tools and techniques in the WP, especially in ISO 9001 certified companies.

Keywords:Quality tools and techniques, ISO 9001, Wind Power sector




Relationship between Quality Management Practices and Innovation: The State-of-the-art

Bianchi, R.O. and Sampaio, P.

Resumo

PurposeThe establishment of a knowledge-based economy has recognized innovation as the driver of economic growth and productivity along with quality management which has the potential to enhance operational and financial performance giving companies privileged position on the increasing market competition. However, an issue emanates from the lack of consensus in the literature whether quality management drives or inhibits the innovative capacity of a company. The objective of this literature review is to verify the greater tendency, any possible mediator effect between quality management and innovation and to clarify what has been done so far involving those concepts looking for less explored fields that could serve as a basis for development of future research in this area.

Design/methodology/approachThe selected articles were divided into two main groups, those supporting the positive relationship between quality management practices and innovation, and those supporting the negative relationship analyzing both schools of thought in a narrative model.

FindingsIt was observed the standpoint supporting the positive relation between quality management and innovation is stronger than the negative one and very few studies deal with the extension of how quality management programs influence the innovative capacity of organizations, becoming then a promising area to explore.

Originality/valueA clear understanding of the relationship between quality management and innovation allows an organization to properly allocate knowledge and resources to achieve higher business performance.

Keywords:Quality management, innovation, mediator effect




Is the Biosphere certification increasing customers’ satisfaction in hotels?

Presas, P., Bernardo, M. and Hernardez-Vivanco, A.

Resumo

PurposeThe main objective of this paper is to analyze if the customers’ satisfaction improves after the achievement of the Biosphere certification, designed for sustainability in touristic companies and destinations.

Design/methodology/approachA single certified hotel in Barcelona is analyzed. The hotel was certified in June 2015 and information about customers’ satisfaction has been gathered from July 2014 to March 2016. Data are from the website Booking.com and the quantitative punctuation as well as customers’ comments have been considered. A sample of 649 opinions has been analyzed.

FindingsThe results show that the customers’ satisfaction does not improve with the certification but the positive comments posed do. The customers’ nationality is significant regarding the certification and the word of-mouth has been found as an important marketing tool for the analyzed hotel. Also, it has to be said that a wider period of time is needed after the certification to analyze its impact.

Originality/valueThe study proposed is, to the best of authors’ knowledge, one of the first analyzing the Biosphere certification and its impact on hotels.

Keywords:Biosphere certification, customer satisfaction, hotel, Barcelona




Analysis of the possible impacts of ISO 9001:2015 version changes in the quality management system of construction companies

Santos, J. and Evangelista, A.

Resumo

In General, over the last 15 years the quality management systems of construction companies in Brazil have suffered few changes, even considering the continuous improvement foreseen in ISO 9001. In the 2008 version of ISO 9001, few changes have occurred on the requirements regarding the 2000 version and so there was no need to seek new practices, generating an accommodation on the part of companies that in the last 15 years have kept their practices in relation to quality management. The 2015 version of ISO 9001 published in the month of September brings on your belly, significant modifications that will impulse the construction companies to review their processes and establish new practices to meet new requirements. The impact is not yet being presumed and not respected by most construction companies as they had been granted an adjustment period of up to 3 years by certification bodies (IAF, 2015). However, it is essential that the construction companies to establish a plan of action so that the new requirements should be interpreted and understand perfectly, in order to make possible a simple migration from one model to the other, minimizing possible impacts of these new requests. This work deals with an analysis of the new requirements of ISO 9001:2015 and the possible impacts on the quality management systems of Brazilian construction companies of small and medium-sized businesses. In addition, establish a comparative synthesis of practices commonly adopted by the construction companies and the difficulties experienced to adapt them to the new requirements of the compliance model.

Keywords:ISO 9001:2015, changes in requirements, quality system of construction, impacts of changes.




What drives value? A comparative study of value drivers and how they are affected by management systems

Raßfeld, C., Fiegler, M., Witczak, M. and Jochem, R.

Resumo

PurposeThe value of a company is determined by those factors that have the largest impact on business results: the key value drivers. Understanding the key value drivers is crucial for better decision making at all levels in an organization. However, there is still a controversial debate on the value contribution of management systems. A critical issue is to evaluate the potential outcome of management systems, particularly those benefits which only have an indirect monetary effect.

MethodologyThe Chair of Quality Science at Technische Universität Berlin (TUB) in cooperation with the Germany Society for Quality (DGQ) conducted a cross-sectoral study which examined the relationship between company-specific value drivers and their management systems. The study starts with an exploration of relevant management systems in the corporate landscape, followed by an analysis of relevant value drivers and their impact on corporate performance. The third part investigates the influence of management systems on value drivers and concludes with a brief evaluation of cost drivers necessary for the implementation and maintenance of a management system.

FindingsWith a total of 152 respondents, the study provides a comparative overview of relevant value drivers along different dimensions. Furthermore, it was determined how well individual value drivers are addressed by a company’s management system and how strong the effects on business success are. Finally, relevant cost drivers of management systems were identified.

Research limitations/implicationsThe study is limited to 152 respondents from German industries. It would be of high interest to rerun the study with an extension to a larger sample to explore differences and similarities.

Keywords:Management Systems, Value Drivers, Value-based Management, Empirical Study

Paper typeResearch paper




The supply chain quality management (SCQM) in middle-income economy countries

Lopez Astudillo, A., Cancelado Carretero H.M., Fajardo Toro C.H., Balbastre Benavent F., and Redondo Cano A.,

Resumo

PurposeThe purpose of this research is to present a descriptive assessment of the level of competitiveness achieved by 30 companies in the graphics industry in Colombia and the factors related to SCQM involved in building competitive advantage. To achieve this goal an instrument has been developed, and based on the results obtained, identify better results through the SCQM.

Design/Methodology/Approach:This research has been developed with qualitative methodology in 3 phases. The first phase was the design of an instrument which allows to evaluate 6 factors considered key to assessing the competitiveness, and where these factors are important to integrate the SCQM on the organizations structures; the second phase was depth interviews with the CEOs of the 30 companies in this study. The third phase was the information analysis, the understanding and interpretation of the data and information, generate conclusions and recommendations.

FindingsThe final analysis presents a group of companies of the same industrial sectors with a competitive level to improve and so could align and engage the SCQM. A number of weaknesses and opportunities for improvement are identified, allowing these companies to strengthen the value chain through integration with customers, suppliers and the environment.

Originality/Value:This study presents a profile in the competitiveness achieved by a group of companies in the same sector through factor analysis. A tool has been constructed based on concepts developed by different researchers associate with SCQM, which could generate a competitive advantage when implemented in the organization. The present work is the first approach that is performed at the printing industry in Colombia graphics affiliated with ANDIGRAF.

Keywords:Supply Chain Quality Management, Logistic, Operations Management, Supply Chain.

Paper typeCase study




Combining Quality Tools for Effective Problem Solving`

Matthew Barsalou

Resumo

PurposeThis paper provides quality practitioners with a diverse set of tools that have a wide range of uses. These tools are already known to many professionals in the field of quality; however, this paper will use a hypothetical case study to show how the use of quality tools can be interlinked. Readers of this paper will also understand how to take a collection of brainstorming ideas and turn it into actionable items

Design/methodology/approachQuality tools from the literature are briefly discussed and illustrated with a simple example. A hypothetical case study is then used to show the use of the tools for addressing a realistic situation. The examples are generic so that they can easily be understood across manufacturing and service industries.

FindingsThe concepts presented are illustrated by a hypothetical case study at the end of the paper. This paper provides quality practitioners with guidance on the use 14 of simple and easy to use tools with a wide range of applications. In addition, it shows how the use of one tool may lead to the use of a different tool.

Originality/valueAlthough the quality tools presented are not new, the translation of an Ishikawa diagram into an action item tracking list is unknown in the reviewed literature and will be a great asset to those who have multiple hypotheses to investigate during a root cause analysis.

Keywords:Quality tools, Problem solving, Issue management, Root cause analysis.

Paper typeGeneral review




Framework for monitoring process control with finite mixture distribution: Application in company of alimentary sector

Vicentin, D.S., Silva, B.B., Piccirillo, I.N. Bueno, F.C. and Oprime, P.C.

Resumo

PurposeThe main objective of this study is develop an application with finite mixture of probability distributions control charts, we selected a process of a company in the food sector, whose products consist of dough with wheat-based.

Design/methodology/approachThis article has an approach of the case study in company of alimentary sector with the following steps: i) to collect the master sample from different production batches; ii) with graphical methods verifying the quantity and the characterization of the number of mixing probability distributions in production batch; iii) to adjust the theoretical model of probability distribution of each subpopulation in production batch; iv) statistical model considering the mixture distribution of probability and assuming that the statistical parameters are unknown; v) with numerical methods finding the constant statistical K that results in a type I average error α = 0.27% when the process is under control. This study was applied to a food industry in which π subpopulations were identified to find the finite probability distributions, and, for after, we have been finding the K constant by type I error of 0,27%.

FindingsThis search results in a complex graphic because it involves more parameters to be considered in its calculation. Nevertheless, it can help the practitioners to monitor on a single graph multiple streams of the production process with similar efficiency to the traditional control chart.

Originality/valueThis article is contributing with a statistical graphic design for monitoring production batches from different machines, processes or flows. Customers have applied this graphic design when they continuously receive product batches from a supplier and they need to monitor statistically the critical quality characteristics of the product. There is another practical situation that can affect the performance of control charts and it has only few studies about it.

Keywords:Mixture distributions, Control chart, Quality Management, Alimentary sector

Paper typeCase study




Instrument that evaluates the IMS and sustainable performance

Poltronieri, C.F., Gerolamo, M.C., Dias, T.C.M. and Carpinetti, L.C.

Resumo

PurposeThe number of management systems standards has increased and among the most recognizable ones are ISO 9001, ISO 14001 and OHSAS 18001. The need for integration has arisen due to such an increase and adoption of more than a management system by companies, and this process is known as Integrated Management Systems (IMS). Some authors have argued the use of IMS contributes towards sustainability. This manuscript presents an instrument for the assessment of the integration of different management systems and sustainable performance.

Design/methodology/approachA review of IMS, maturity of IMS and sustainability was conducted for the preparation of the instrument. For the questions about IMS, it is used this references: Domingues (2013), Poltronieri (2015), Bernardo et al. (2009) and ISO 9001:2015. For the questions about performance it is used GRI. The test was sent to 19 individuals for evaluate the instrument.

FindingsOne answer was excluded, because it was half answered and the 11 others improved the understanding of the questionnaire. As a result, the order of some questions was changed, some others were reformulated, and a new classification was created.

Originality/valueThe importance of this study lies in the development of an instrument that helps the assessment of the maturity of integration of management systems and evaluation of sustainable performance. The instrument can be applied as a survey for the analyses of the IMS contribution to sustainability.

Keywords:Integrated Management System, performance, sustainability.

Paper typeResearch paper




The impact of the lecturer experience on students’ satisfaction

Berbegal-Mirabent, Jasmina., Mas-Machuca, Marta. and Marimon, Frederic.

Resumo

PurposeThe paper is twofold aimed. We first examine the relationship between teaching experience and students’ satisfaction. In a second stage we explore the mediating effect of research intensity in this relationship.

Design/methodology/approachData gathered in 2014 come from 229 different subjects offered at the Universitat Internacional de Catalunya, Barcelona (Spain). The reliability and validity of the students’ satisfaction constructs is assessed using structural equation modelling (SEM). A couple of nested models are analysed in order to assess the mediation effect of research in the relationship between the lecturer experience and the student satisfaction attained.

Findings (Mandatory)Results support the thesis that teaching experience is a determinant of student satisfaction, but on the other hand, the lecturer research acts as a negative mediator to explain satisfaction. Taking into account both effects, the total effect between experience and satisfaction is non-significant. There have been also found evidence that current incentive systems at universities are research-biased, negatively impacting on teaching quality, and consequently on student satisfaction.

Practical implications The findings suggest that current incentive systems at universities are researchbiased, negatively impacting on teaching quality, and consequently on student satisfaction.

Originality/valueThe paper contributes with the analysis of the decomposition of the total effect between experience and students’ satisfaction in the direct effect and the mediated effect of research effort.

Keywords:higher education, teaching experience, research intensity, student satisfaction.

Paper typeResearch paper.




The prioritization of Attributes - A New Perspective on the RBV

Migowski, S.A., Teixeira, R., Libânio, C.S., Migowski, E.R. and Duarte, F.D.

Resumo

PurposeThe purpose of this essay is to contribute to a debate on the VRIO Model, based on the Resource Based View, suggesting that the model is applicable only empirically if a prioritization of the Organization attribute about the others is performed.

MethodologyTo this end, the reformulation of formal and informal systems of management control, with greater flexibility and autonomy for middle managers and other professionals operating sectors, is proposed.

FindingsThrough the implementation of the concept of Business Units, it is possible to decentralize decision-making and to change processes, creating more efficiency and quality in the products/services produced, which results in higher added value. As this step takes time and is derived from the involvement of several actors, there is the causal ambiguity and path dependence as generating factors of the attributes rarity and imitability.

Research implicationsThis study argues that in order to implement these changes, the development of the constructs leadership, trust, and quality is required, especially in the context of intermediate managers, actors who are no longer mere passive executors of strategies, taking the protagonists' position. Finally, a conceptual framework is proposed, besides some premises for future research.

Keywords:VRIO Model, Strategy, Business Units.

Paper typeConceptual paper (e.g.)