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ICQEM 2014

ICQEM 2014
Autores/Editores:

Sampaio, Paulo;

Fernandes, Ana Cristina;

Barros, Síria;

Casadesús, Marti;

Domingues, Pedro;

Marimon, Frederic;

Pires, António Ramos;

Saraiva, Pedro.

Índice

Benefits of implementing Service Management Standard ISO 20000

SANTI COTS, MARTI CASADESÚS, FREDERIC MARIMON

Reasons, benefits and difficulties associated with ISO 9001 certification for sugar and ethanol companies

EDUARDO SALGADO, CAIO FERREIRA, CARLOS HENRIQUE MELLO, CARLOS EDUARDO DA SILVA, PAULO SAMPAIO

Analysis of training programs in the field of Quality Management Systems in Spain

LUC YAYA, FREDERIC MARIMON, JOSEP LLACH, MERCE BERNARDO

Making Quality Management attractive for Small and Medium Sized Enterprises

WILLY VANDENBRANDE

Laboratory Management considerations when working with Nano-Engineered Materials

SHALINI SINGH

Innovation, Total Quality and Performance: a study of ISO 9000 certified organizations in Portugal

ANTÓNIO FERNANDES, LUÍS LOURENÇO, MARIA JOSÉ SILVA

LIPOR’s Value Chain

INÊS INÁCIO

Supply chain management practices and firms’ operational performance. An empirical study of Vietnam garment industry

HUY TRUONG, MARIA DO SAMEIRO CARVALHO, ANA CRISTINA FERNANDES, PAULO SAMPAIO, DUONG THI BINH AN, DUONG HOANG HIEP

Literature review of QM and SCM: a perspective of integration

ANA CRISTINA FERNANDES, HUY TRUONG, PAULO SAMPAIO, SAMEIRO CARVALHO

An extensive structural model of supply chain quality management and firm performance

ANA CRISTINA FERNANDES, HUY TRUONG, PAULO SAMPAIO, MARIA DO SAMEIRO CARVALHO, DUONG THI BINH AN

Gestão da Qualidade e Terceirização: um estudo do setor brasileiro

ROBERTO LUÍS DE FIGUEIREDO DOS SANTOS JÚNIOR

Referencial de Qualidade para a Indústria do Petróleo e do Gás, baseado na ISO/TS 29001:2010 e a aplicabilidade desses requisitos nos Tratamentos Térmicos de Soldaduras, em conformidade com a EN ISO 17663:2009

J. ALEXANDRE SILVA

Application of Routine Management in the Southern Management Construction Sector in the Dispenser Company of electric energy in the State of Ceará – Brasil

MARIA GLAUCIANE LIMA EDUARDO ROCHA, MÔNICA SUELY GUIMARÃES DE ARAÚJO, FREDERICO ROMEL MAIA TAVARES, FRANCISCA JEANNE SIDRIM DE FIGUEIREDO, ROSA MARIA DE MEDEIROS MARINHO

Application of Statistical Process Control to Evaluate the Effectiveness of Replacing Ordinary Plumbing Fixtures in an Educational Institution

ELISA HENNING, ANDREZA KALBUSCH, LEANDRO ZVIRTES, ANDREA CRISTINA KONRATH, OLGA MARIA FORMIGONI CARVALHO WALTER

Do ISO 9001-certified hotels get a higher customer rating than non-certified ones?

IÑAKI HERAS SAIZARBITORIA, GERMAN ARANA, ERLANTZ ALLUR

Gastronomy Management: a comparative analysis of the existing quality standard

RAÚL ESCALANTE, MERCE BERNARDO, JOAN ROCA, ANNA ARBUSSÀ

A standard proposal for biological resources centres

ANABELA MARTINS, NELSON LIMA, PAULO SAMPAIO

Quality management principles and practices impact on the companies' quality performance

SÍRIA BARROS, PAULO SAMPAIO, PEDRO SARAIVA

Process Performance Management: the impact of performance indicators on the organizational profitability

HAYAT AWAN, ISHAQ BHATTI, ZAHID RAZAQ

Quality Scoreboard: a proposal

PEDRO DOMINGUES, ANA GOMES, PAULO SAMPAIO, PEDRO SARAIVA

Accreditation Model for Local Health Trusts – a case study

ANA FONSECA, SÓNIA DUARTE SILVA

How does Human Resource Management influence the implementation of Integrated Management Systems?

ALEXANDRA SIMON, MERCE BERNARDO

Integrated Management Systems in the Food Sector: Insights from a Dairy Plant

MARIA GIANNI, KATERINA GOTZAMANI, FOTIS VOUZAS

An Integrated Vision for Urban Management

PAULO SOUSA

Learning Organizations: the IPP case

RUI VALENTE

Metodologia para Desenvolvimento de Novos Produtos Integrando Kansei e QFD

WALDEMAR NETO, ANTÓNIO RAMOS PIRES

Desafios à Governação Municipal em Portugal: o desenvolvimento de um Modelo Integrado de Gestão ao serviço do cidadão

AGOSTINHO CARDOSO

An exploratory study of the correlation between ISO 9001 certification and corporate performance of Italian companies

FIORENZO FRANCESCHINI, MAURIZIO GALETTO, LUCA MASTROGIACOMO

A literature review on internalization of quality standards

JUAN TARÍ, JOSÉ AZORÍN, JORGE MOLINER, MARÍA GAMERO

ISO 9001:2015 Revision

LUÍS FONSECA

The mediating effect of advanced information systems between quality management practices and performance

JOSEP LLACH, FREDERIC MARIMON, MARIA ALMEIDA

Innovation for excellence in organizational management

SÓNIA GOMES MARQUES

Improving the Quality of the Wine Tasting Process

HELENA ALVELOS, ANA RAQUEL XAMBRE, ANA LUÍSA RAMOS, LEONOR TEIXEIRA, BENTO AMARAL

Quality Management and Integrated Management System of Consultancy Company in Energy Sector

BOGOMIL MANCHEV, BOYKA NENKOVA, EMIL TOMOV

Developing an integrated management system in a waste treatment facility

MARCO MARQUES, ISABEL SILVA, PEDRO DOMINGUES

Gestão da qualidade: um modelo para escritórios de advocacia

ROBERTO FIGUEIREDO, PRISCILA PINTO

Gestão da Qualidade ISO 9001 em Incubadoras de Empresas: a visão apartir do Processo de Análise Crítica

ARNALDO GAIO, HAROLDO CLARIM, MARIA GABRIELA SIMÕES

CRM in the libraries context: proposal of implementation in CEFET/RJ Central Library

LÍVIA LIMA, ROGERIO CARVALHO

ISO 9001 Certificate Withdrawal

CARLOS CÂNDIDO, LUÍS COELHO, RÚBEN PEIXINHO

Analysis of experiences on Quality Management Systems in Spain: Background and statistical trends

LUC YAYA, FREDERIC MARIMON, ALEXANDRA SIMON, MARTI CASADESU

Diffusion and efficiency of ISO 9001 in Portugal: a qualitative and quantitative study from a holistic theoretical perspective

ALCINA DIAS, IÑAKI HERAS-SAIZARBITORIA

The influence of supplier partnership in the new product development process: a literature review

SIMONE SARGES, FERNANDO ROMERO

Methodology to reduce cancellations of scheduled surgeries

CLARA BENTO VAZ

Use of sectorial essential models in organizational interventions aiming at the implementation of quality assurance processes

JULIÃO MUSSA, JOÃO ÁLVARO CARVALHO, PAULO SAMPAIO

Improving supply chain information sharing using design for six sigma

ERIN MITCHELL, JAMISON KOVACH

Six Sigma DMAIC project to improve the performance of an aluminium die casting operation

PEDRO MARQUES, ROBERT MATTHÉ

Use of Six Sigma strategy in the plastic injection sector to reduce rejected pieces in a sewing industry of Cariri-CE, Brazil

FERREIRA LIMA, FREDERICO TAVARES, FRANCISCA FIGUEIREDO, OTAVIO OLIVEIRA

Recommending actions criteria in FMEA: a survey in Brazilian automotive companies

DIMAS AGUIAR, VALÉRIO SALOMON

Failure Modes Effects Analysis (FMEA) For Review of a Diagnostic Genetic Laboratory Process

K. CLAXTON, NICKY CAMPBELL-ALLEN

An innovative approach for planning and execution of pre-experimental runs for Design of Experiments

MUHAMMAD FAROOQ, HENRIQUETA NÓVOA, ANTÓNIO ARAÚJO, S. TAVARES

Trade-offs between teaching and research activities as antecedents of student satisfaction

JASMINA BERBEGAL-MIRABENT, MARTA MAS, FREDERIC MARIMON

A systematic literature review on quality management in higher education: a trend towards integration

MARIA MANATOS, CLAÚDIA SARRICO, MARIA J ROSA

A Comprehensive Internal Quality Assurance System at University of Minho

ISABEL SANTOS, GRACIETE DIAS

The impact of the field of study on students’ perceived quality in a Higher Education Institution certified by ISO 9001

RENATA FREITAS, VANDA LIMA

The role of quality management practices in operational performance: an empirical study in a transitional economy

HUY TRUONG, PAULO SAMPAIO, MARIA DO SAMEIRO CARVALHO, ANA CRISTINA FERNANDES, DUONG THI BINH AN

Financial and non-financial performance improvements through the extensive use of quality cost information

JORGE NOVAS, MARGARIDA SARAIVA, ANTÓNIO RAMOS PIRES

Design for Six Sigma (DFSS): an application to the service sector

PEDRO MARQUES, PEDRO SARAIVA, JOSÉ REQUEIJO, JOSÉ CORREIA, FRANCISCO GUERREIRO

Using a Six Sigma Project to Improve Canteen Quality and Management

ALBERTA ARAÚJO, RUI LIMA, GILBERTO SANTOS, DIOGO MOREIRA, M. RUI ALVES

Analyzing the feedback structure of failure management in manufacturing systems

HENRIK GLÖCKNER, ROBERT SCHMITT

Acceptance Sampling for Non-Gaussian Variables with Robust Methods – Part II

ELISABETE CAROLINO, ISABEL BARÃO

Applying quality management practices in small companies: a case of 5S implementation in a Portuguese manufacturer

CARLA PIRES, MARLENE AMORIM

Identifying and solving some conceptual issues associated with the adoption of a generic service quality scale: the E-S-QUAL case

LUC YAYA, FREDERIC MARIMON, MARTI CASADÉSUS

Assessing service quality in public transport: the causal role of demographic characteristics and any perception difference among the subcategories

LUC YAYA, MIREIA FORTIÀ, CARME CANALS, LLUÍS SOLER

Understanding Customer Value: Case Application in Call Centers

ELIZABETH CUDNEY, VAIBHAV ADEWAR

Assessing Customer Satisfaction and Loyalty in the Retail Sector

ANA RITA BISCAIA, MARIA JOÃO ROSA, CLÁUDIA SARRICO

The evolution of service quality measurement scales: a review of the applications and extensions of SERVQUAL

MARLENE AMORIM

Total Quality Management and best practices to evaluate a management of change project

FERNANDA FONTES, ADHERBAL NETTO

Analysis of the EFQM Excellence Model as a Tool for a Sustainable Business Approach

FRANCISCO DUARTE, JOSÉ OLIVEIRA

A Study of Critical Success Factors in Applying Thailand Quality Award Framework in an Electronic Manufacturing Company: A Case Study

CHAICHARIT KITTICHAI, RACHAVARN KANJANAPANYAKOM, PRAPAISRI AYUDTHYA

Redesigning a job using the QFD approach: the case of the customer service in a call centre

ANA CRISTINA SÁ, PATRÍCIA MOURA E SÁ

The utilization of Z and W charts for controlling service processes

JOSÉ GOMES REQUEIJO, ROGÉRIO PUGA-LEAL, ANA SOFIA MATOS

Manufacture optimisation with the criation of the method quality execution systems: fusion of the systems SCADA, E.R.P. and M.E.S. and use of basic quality tools

CARLOS SANTOS, VANESSA BRANDÃO

Welcome to the 1st International Conference on Quality Engineering and Management!

For the first time we are promoting the International Conference on Quality Engineering and Management, taking place at the School of Engineering of the University of Minho, 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, to be repeated on a periodic basis, 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 Integration, Six Sigma, Quality Tools, Quality Management in Higher Education, Quality Management in Services and Total Quality Management.

Approximately 100 papers have been submitted and almost 80 were accepted for presentation, after review from the Conference Scientific Committee. Additionally, some of these papers were selected by the Scientific Committee to be published in a special issue of the International Journal of Quality and Reliability Management (SCOPUS indexed journal). Papers accepted correspond to authors from all around the world, with 20 countries represented at this level. Therefore, a warm acknowledgment to all speakers and authors is well deserved. The success of this first edition derives from their efforts and participation!

We would like to thank all of our four keynote speakers, who will be with us during the two days of the event: A. Parasuraman, Greg Watson, Ton van der Wiele and Jens Dahlgaard. We have here the chance to listen to their contributions and new research development insights, coming from some of the most influent current Quality Academicians.

Many thanks also to all the excellent work carried out by the Scientific Committee during the papers selection process.

We must acknowledge as well the institutional support received from the School of Engineering of the University of Minho, Portuguese Association for Quality, University of Coimbra, University of Girona, International University of Catalunya, Algoritmi Research Centre, Portuguese Institute for Quality, Cempalavras, American Society for Quality, European Organization for Quality, Brazilian Association of Production Engineering 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!

Welcome to Guimarães, where your presence in the birth of this conference is of critical importance. We hope to see you again here at Guimarães in 2016, for the 2nd International Conference on Quality Engineering and Management!

Thank you all!

University of Minho, September 14, 2014.

Título: Proceedings of the 1st International Conference on Quality Engineering and Management, 2014

Aviso sobre marcas registadas: Nomes de produtos ou empresas podem ser marcas comerciais ou registadas e usadas apenas para identificação e explicação, sem intenção de infringir. 

International Conference on Quality Engineering and Management
Paulo Sampaio – Presidente
School of Engineering, Systems and Production Department
Campus Gualtar, 4710-057 Braga, Portugal
http://icqem.dps.uminho.pt/
icqem@dps.uminho.pt

© 2014 by International Conference on Quality Engineering and Management

Autores/Editores: Sampaio, Paulo; Fernandes, Ana Cristina; Barros, Síria; Casadesús, Marti; Domingues, Pedro; Marimon, Frederic; Pires, António Ramos; Saraiva, Pedro.

Publicação: International Conference on Quality Engineering and Management

Data: Setembro 2014

Capa e Paginação: Luís Coutinho

ISBN: 978-989-20-4969

1ª Edição: 200 unidades

Volume 1: 924 páginas

Membros: António Ramos Pires, Associação Portuguesa da Qualidade, Portugal

Ana Cristina Fernandes, Universidade do Minho, Portugal

Frederic Marimon, Universidade Internacional da Catalunha, Espanha

Marti Casadesús, Universidade de Girona, Espanha

Pedro Domingues, Universidade do Minho, Portugal

Pedro Saraiva, Universidade de Coimbra, Portugal

Síria Barros, Universidade do Minho, Portugal