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 MARIMONEDUARDO SALGADO, CAIO FERREIRA, CARLOS HENRIQUE MELLO, CARLOS EDUARDO DA SILVA, PAULO SAMPAIOAnalysis of training programs in the field of Quality Management Systems in Spain
LUC YAYA, FREDERIC MARIMON, JOSEP LLACH, MERCE BERNARDOMaking Quality Management attractive for Small and Medium Sized Enterprises
WILLY VANDENBRANDELaboratory Management considerations when working with Nano-Engineered Materials
SHALINI SINGHInnovation, Total Quality and Performance: a study of ISO 9000 certified organizations in Portugal
ANTÓNIO FERNANDES, LUÍS LOURENÇO, MARIA JOSÉ SILVAINÊS INÁCIOHUY TRUONG, MARIA DO SAMEIRO CARVALHO, ANA CRISTINA FERNANDES, PAULO SAMPAIO, DUONG THI BINH AN, DUONG HOANG HIEPLiterature review of QM and SCM: a perspective of integration
ANA CRISTINA FERNANDES, HUY TRUONG, PAULO SAMPAIO, SAMEIRO CARVALHOAn 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 ANGestão da Qualidade e Terceirização: um estudo do setor brasileiro
ROBERTO LUÍS DE FIGUEIREDO DOS SANTOS JÚNIORJ. ALEXANDRE SILVAMARIA GLAUCIANE LIMA EDUARDO ROCHA, MÔNICA SUELY GUIMARÃES DE ARAÚJO, FREDERICO ROMEL MAIA TAVARES, FRANCISCA JEANNE SIDRIM DE FIGUEIREDO, ROSA MARIA DE MEDEIROS MARINHOELISA HENNING, ANDREZA KALBUSCH, LEANDRO ZVIRTES, ANDREA CRISTINA KONRATH, OLGA MARIA FORMIGONI CARVALHO WALTERDo ISO 9001-certified hotels get a higher customer rating than non-certified ones?
IÑAKI HERAS SAIZARBITORIA, GERMAN ARANA, ERLANTZ ALLURGastronomy Management: a comparative analysis of the existing quality standard
RAÚL ESCALANTE, MERCE BERNARDO, JOAN ROCA, ANNA ARBUSSÀA standard proposal for biological resources centres
ANABELA MARTINS, NELSON LIMA, PAULO SAMPAIOQuality management principles and practices impact on the companies' quality performance
SÍRIA BARROS, PAULO SAMPAIO, PEDRO SARAIVAHAYAT AWAN, ISHAQ BHATTI, ZAHID RAZAQQuality Scoreboard: a proposal
PEDRO DOMINGUES, ANA GOMES, PAULO SAMPAIO, PEDRO SARAIVAAccreditation Model for Local Health Trusts – a case study
ANA FONSECA, SÓNIA DUARTE SILVAHow does Human Resource Management influence the implementation of Integrated Management Systems?
ALEXANDRA SIMON, MERCE BERNARDOIntegrated Management Systems in the Food Sector: Insights from a Dairy Plant
MARIA GIANNI, KATERINA GOTZAMANI, FOTIS VOUZASAn Integrated Vision for Urban Management
PAULO SOUSALearning Organizations: the IPP case
RUI VALENTEMetodologia para Desenvolvimento de Novos Produtos Integrando Kansei e QFD
WALDEMAR NETO, ANTÓNIO RAMOS PIRESAGOSTINHO CARDOSOFIORENZO FRANCESCHINI, MAURIZIO GALETTO, LUCA MASTROGIACOMOA literature review on internalization of quality standards
JUAN TARÍ, JOSÉ AZORÍN, JORGE MOLINER, MARÍA GAMEROLUÍS FONSECAJOSEP LLACH, FREDERIC MARIMON, MARIA ALMEIDAInnovation for excellence in organizational management
SÓNIA GOMES MARQUESImproving the Quality of the Wine Tasting Process
HELENA ALVELOS, ANA RAQUEL XAMBRE, ANA LUÍSA RAMOS, LEONOR TEIXEIRA, BENTO AMARALQuality Management and Integrated Management System of Consultancy Company in Energy Sector
BOGOMIL MANCHEV, BOYKA NENKOVA, EMIL TOMOVDeveloping an integrated management system in a waste treatment facility
MARCO MARQUES, ISABEL SILVA, PEDRO DOMINGUESGestão da qualidade: um modelo para escritórios de advocacia
ROBERTO FIGUEIREDO, PRISCILA PINTOARNALDO GAIO, HAROLDO CLARIM, MARIA GABRIELA SIMÕESCRM in the libraries context: proposal of implementation in CEFET/RJ Central Library
LÍVIA LIMA, ROGERIO CARVALHOISO 9001 Certificate Withdrawal
CARLOS CÂNDIDO, LUÍS COELHO, RÚBEN PEIXINHOAnalysis of experiences on Quality Management Systems in Spain: Background and statistical trends
LUC YAYA, FREDERIC MARIMON, ALEXANDRA SIMON, MARTI CASADESUALCINA DIAS, IÑAKI HERAS-SAIZARBITORIAThe influence of supplier partnership in the new product development process: a literature review
SIMONE SARGES, FERNANDO ROMEROMethodology to reduce cancellations of scheduled surgeries
CLARA BENTO VAZJULIÃO MUSSA, JOÃO ÁLVARO CARVALHO, PAULO SAMPAIOImproving supply chain information sharing using design for six sigma
ERIN MITCHELL, JAMISON KOVACHSix Sigma DMAIC project to improve the performance of an aluminium die casting operation
PEDRO MARQUES, ROBERT MATTHÉFERREIRA LIMA, FREDERICO TAVARES, FRANCISCA FIGUEIREDO, OTAVIO OLIVEIRARecommending actions criteria in FMEA: a survey in Brazilian automotive companies
DIMAS AGUIAR, VALÉRIO SALOMONFailure Modes Effects Analysis (FMEA) For Review of a Diagnostic Genetic Laboratory Process
K. CLAXTON, NICKY CAMPBELL-ALLENAn innovative approach for planning and execution of pre-experimental runs for Design of Experiments
MUHAMMAD FAROOQ, HENRIQUETA NÓVOA, ANTÓNIO ARAÚJO, S. TAVARESTrade-offs between teaching and research activities as antecedents of student satisfaction
JASMINA BERBEGAL-MIRABENT, MARTA MAS, FREDERIC MARIMONMARIA MANATOS, CLAÚDIA SARRICO, MARIA J ROSAA Comprehensive Internal Quality Assurance System at University of Minho
ISABEL SANTOS, GRACIETE DIASRENATA FREITAS, VANDA LIMAHUY TRUONG, PAULO SAMPAIO, MARIA DO SAMEIRO CARVALHO, ANA CRISTINA FERNANDES, DUONG THI BINH ANJORGE NOVAS, MARGARIDA SARAIVA, ANTÓNIO RAMOS PIRESDesign for Six Sigma (DFSS): an application to the service sector
PEDRO MARQUES, PEDRO SARAIVA, JOSÉ REQUEIJO, JOSÉ CORREIA, FRANCISCO GUERREIROUsing a Six Sigma Project to Improve Canteen Quality and Management
ALBERTA ARAÚJO, RUI LIMA, GILBERTO SANTOS, DIOGO MOREIRA, M. RUI ALVESAnalyzing the feedback structure of failure management in manufacturing systems
HENRIK GLÖCKNER, ROBERT SCHMITTAcceptance Sampling for Non-Gaussian Variables with Robust Methods – Part II
ELISABETE CAROLINO, ISABEL BARÃOCARLA PIRES, MARLENE AMORIMLUC YAYA, FREDERIC MARIMON, MARTI CASADÉSUSLUC YAYA, MIREIA FORTIÀ, CARME CANALS, LLUÍS SOLERUnderstanding Customer Value: Case Application in Call Centers
ELIZABETH CUDNEY, VAIBHAV ADEWARAssessing Customer Satisfaction and Loyalty in the Retail Sector
ANA RITA BISCAIA, MARIA JOÃO ROSA, CLÁUDIA SARRICOMARLENE AMORIMTotal Quality Management and best practices to evaluate a management of change project
FERNANDA FONTES, ADHERBAL NETTOAnalysis of the EFQM Excellence Model as a Tool for a Sustainable Business Approach
FRANCISCO DUARTE, JOSÉ OLIVEIRACHAICHARIT KITTICHAI, RACHAVARN KANJANAPANYAKOM, PRAPAISRI AYUDTHYARedesigning a job using the QFD approach: the case of the customer service in a call centre
ANA CRISTINA SÁ, PATRÍCIA MOURA E SÁThe utilization of Z and W charts for controlling service processes
JOSÉ GOMES REQUEIJO, ROGÉRIO PUGA-LEAL, ANA SOFIA MATOSCARLOS SANTOS, VANESSA BRANDÃOWelcome 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
