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Quality management and beyond.

Author: Bernardo Mercé
Publisher: Barcelona : Documenta Universitaria, 2012.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Mercé, Bernardo.
Quality management and beyond: the current situation and future perspectives.
Barcelona : Documenta Universitaria, ©2012
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Bernardo Mercé
ISBN: 9788499840796 8499840795
OCLC Number: 1001370026
Notes: Conclusions and Discussion.
Description: 1 online resource (132 pages)
Contents: Title page; Copyright; Presentation; Introduction; Part I. Quality management; 1. Quality management and its relationship with performance and other management systems; Abstract; Introduction; Benefits of the ISO Standard; Effects of Quality on Environmental Management and Social Responsibility; Conclusions; References; 2. Is ISO 9001 really effective for the global supply chain management? A preliminary exploratory analysis on customer-suppliers relationships in China; Abstract; Introduction; Adoption of ISO 9001 in China: a brief overview; Case-study carried out; Introduction. The case-study organizationBrief description of the case-study; Preliminary discussion; Conclusions; Acknowledgements; References; 3. Quality Management and Human Resource Management: a Focus on Employee Motivation Practices; Abstract; Introduction; Performance Appraisal and Recognition Consistent with QM; Methodology; Sample; Measures; Statistical Procedure; Results; Conclusions; Acknowledgements; References; 4. Methodology proposal: assessing service quality in a multi-channel environment; Abstract; Introduction; Literature review. Characteristics of the services' activities and customers' channel preferencesMeasuring service quality in a single channel context; Approach and design of the proposed scale dimensions; Discussion and conclusions; Acknowledgements; References; 5. Antecedents of satisfaction in online travel agency services; Abstract; Introduction; Literature review and conceptual model; Methodology; Results; Assessment of scales; Causal model; Conclusions; Acknowledgments; References; 6. Exploring the application of ISO 10001 and ISO 10002 in university courses; Abstract; Introduction; Literature review. Implementing ISO 10001 and ISO 10002 at university levelImplementation of ISO 10001; Sections 1-3. Scope, normative references and terms and definitions; Section 4. Guiding principles; Section 5. Code framework; Section 6. Planning, design and development; Section 7. Implementation; Section 8. Maintainance and improvement; Implementation of ISO 10002; Sections 1-3. Scope, normative references and terms and definitions; Section 4. Guiding principles; Section 5. Complaints-handling framework; Section 6. Planning and design; Section 7. Operation of complaints-handling process. Section 8. Maintainance and improvementConclusions; References; Part II. Beyond Quality Management; 7. Measuring the effectiveness of food quality and safety systems --
Critical factors for effective implementation and their impact on food companies performance; Abstract; Introduction; Literature Review; Critical Factors for Effective Implementation (CFEI) of Quality Management and Safety Systems (QMSS); Assessment of Quality Management and Safety Systems' Effective Implementation; Business Performance Assessment; The proposed Model; Research Sample and Methodology; Research Results.

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