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Welcome Address from the Founders of QMOD
Su Mi Dahlgaard-Park & Jens J. Dahlgaard
Dr. ProfessorsQMOD Founders and Conference Chairs
It is our great pleasure to welcome you to the 16th QMOD
conference. During the last 16 years the QMOD conferences
have been organized in China (1997), Slovenia (1999), Denmark, Sweden (three times),
France, Korea, Mexico, Italy (two times), UK, Germany, Spain and Poland. The QMOD
conference has become one of the largest scientific conferences in the world within the
research fields of Quality and Service Sciences. The yearly QMOD conference has also
proven to be a true forum where academics, as well as practitioners from all around
the world, exchange their knowledge and experiences and thereby build a ‘QMOD
Community’. Through this forum, we have discussed and shared our latest research
and experiences in order to be able to draw a more accurate picture of organizational
and business realities and thereby to improve our diagnostic capabilities of current
problems and improvement opportunities.
For the 2013 QMOD Conference we have decided to keep the theme of last year’s
conference - LearnAbility, InnovAbility and Sustainability – and again relate those
meta capabilities to the most serious problem right now – the existing economic crisis
in Europe. Those three concepts have become even more crucial than last year. Even
if we got several input from last year’s QMOD conference we need further ideas/
suggestions on how those concepts may be applied in the many different areas/
contexts which have been affected by the European and the global economic crisis.
So we still could not find a better theme for the 2013 QMOD Conference than:
How may organizations use Learning, Creativity and Innovation in sustaining their
dreams of excellence and recover from the economic crisis?
How may organizations in the current economic situation learn from failures and
proactively use this learning in creative ways to develop new innovative products &
services and at the same time improve existing processes to assure that available
resources are used efficiently and effectively. How can those concepts also be applied
within managerial thinking and strategic planning in the design of production and
service processes in the public sector where reductions seem inevitable because
of deficits in public finances? How can those concepts be applied when customers
and citizens expect higher quality of products and services delivered from private
companies as well as from public institutions such as schools, universities, healthcare
and elder care institutions?
We hope that the conference may contribute with new ideas in guiding organizations
and communities in Europe and elsewhere in regaining optimism & dynamism to
embark on new journeys to excellence.
A special challenge will be to help organizations and communities to understand that
TIQ (Total Involvement in Quality) is more needed than ever. Competitive sustainable
advantages cannot be achieved by simple strategies focusing only on cost cutting and/
or employee reductions. To attain quality and excellence everybody’s participation
with a passion for improvements is a necessary precondition.
Welcome Address From The Local Organizers
Danijel Rebolj
Dr. Professor
Rector
Dear participants of the 16th QMOD conference on Quality and Service Sciences,
welcome to Slovenia, and welcome to the University of Maribor. Although our university
does not reach the Slovenian coast, our 17 faculties cover half of the Slovenian
territory, since 6 faculties are located outside of Maribor. 20.000 students are from all
parts of Slovenia and some from other countries. The number of international students
is relatively low, but the number is increasing. On the other side our university does
cover all scientific disciplines, from human, social and natural sciences to engineering
and medicine. Just this year, in a few days, we are opening a new building for the
Faculty of medicine, which includes new laboratories that shall accelerate research in
the whole university.
Here I need to emphasize the vision of our university to become a globally recognized
ecosystem of innovation in which the students, faculty and administrative staff
will enthusiastically engage in creative activity. This also means we want to merge
education and research from the first study year on and not let it go.
But we don’t speak of quality in our vision statement. Not because it wouldn’t be
important to us, but because there shall be no question about it as it is immanent
to enthusiasm and creativity. Quality is an interesting phenomenon because we
have to speak of it when there is lack of it. Of course we need to speak of quality at
the University of Maribor, and we do. Since 2011 we have a vice rector for quality
development who is reminding us on quality standards, evaluations, measures, and
actions each and every day. But this is mainly because we know we need to do better,
and we are aware that mirrors are necessary if we want to improve – otherwise there
is no comparison. And quality is only about comparison. It is not an absolute, but a
relative value. Actually, it is about expectations.
But this is already a theme that you, dear participants, will discuss in many of the
interesting sessions and topics this conference is offering. Therefore I wish you an
interesting conference, many new cognitions, insights, ideas and friends.
Boštjan Gomišček
Dr. Associate Professor
Local Organisational Chair
Quality is …? My definition of quality is quite simple – it says: »How a job is done«!
Therefore, should I be a little bit nervous, how will you, dear participants, of the QMOD
2013 be satisfied with this year’s job of the local organizer?
In spite of the fact that this is not a very complex and highly technologically sophisticated
process - the quality manager just has to define few various quality characteristics in
the very beginning, during the design phase of the process and the product will be as
desired - it has its own demands and specialties as well as one, maybe two possible
bugs.
My Santa Claus wish list was actually not very demanding: Scientific papers on highlevel research basis; participants from many countries; no technical problems; fine
food; clear and interesting presentations; highly interesting invited speakers; no
delays; no missing session chairs; excellent weather – not too warm, not too cold, and
definitely no rain, but not so nice that everybody will stay on the beach for too long;
high sponsors support; major’s availability; nice locations; proper selection of singer;
etc. … and the ”least” problematic one, highly satisfied participants.
If I further think about the sustainability issue of the conference and the loyalty of the
participants …It will be just an easy job!
However, my team and I were honored and extremely happy that Faculty of
Organizational Sciences, University of Maribor was chosen to organize the QMOD
2013 conference, to obtain the opportunity to invite and welcome the scientifically
highly appreciated and acknowledged QMOD community in Slovenia.
I would like to thank Petra, Nataša, Alenka, Tamara, Matjaž and Damjan for their
enthusiastic dedication during the last months as well to our sponsors and members
of the conference committees for their support.
Without you, esteemed authors and presenters as well as without many other »invisible«
persons this conference could not take place – therefore I express all of you my deep
gratitude for your active involvement and immense contribution to the QMOD 2013.
Dear participants, it’s my sincere pleasure to warmly welcome you all in Slovenia - I
hope that our job will be done qualitatively enough that you will be able to fully enjoy
the Science, Presentations, Discussions, Best Practices and Social Atmosphere during
the QMOD 2013 Conference.
Conference Founders and Chairs
Dr. Prof. Jens J. Dahlgaard, Linköping University, Sweden
Dr. Prof. Su Mi Dahlgaard Park, Lund University, Sweden
Local Conference Organizers
Dr. Asc. Prof. Boštjan Gomišček, University of Maribor, Slovenia (Chair)
Matjaž Maletič, University of Maribor, Slovenia
Damjan Maletič, University of Maribor, Slovenia
Dr. Ass. Prof. Alenka Brezavšček, University of Maribor, Slovenia
Petra Gorjanc, University of Maribor, Slovenia
Scientific Committee
Dr. Prof. Jens J. Dahlgaard, Linköping University, Sweden
Dr. Prof. Su Mi Dahlgaard Park, Lund University, Sweden
Dr. Asc. Prof. Boštjan Gomišček, University of Maribor, Slovenia
All session chairs
Cooperating Journals
Total Quality Management and Business Excellence
(Chief Editor: Dr. Prof. Jens J. Dahlgaard)
International Journal of Quality and Service Sciences
(Chief Editor: Dr. Prof. Su Mi Dahlgaard-Park)
Organizacija
- Journal of Management, Informatics and Human Resources
(Guest Editor: Dr. Asc. Prof. Boštjan Gomišček)
Plenary Speakers’ and Chairs’ Profiles
Alan Brown, Professor, Australia,is from the School of Management,
Edith Cowan University, Western Australia, and he has held senior university
leadership positions including Head of School, Faculty Dean and Director of
a Research Centre. He was President of the Australian and New Zealand
Academy of Management in 2006 and is a life fellow of this Academy. He
has extensive international teaching and research experience in quality management
and human resource management and has published book chapters and over 50
papers in scholarly journals and also presented papers including keynotes at major
national and international academic and professional conferences. He has undertaken
training and consulting activities with major Australian public and private sector
organizations and recently assisted in revising the Australian Business Excellence
Framework. His published research includes; quality and human resource management,
quality in SMEs, longitudinal experiences with quality and quality self-assessment.
Current research projects include; employer of choice, turnover in fly-in, fly-out mining
and sustaining business excellence.
Jens J. Dahlgaard, Professor, Sweden, is professor at the Division
of Quality Technology and Management, Linköping University, Chiefeditor of the Total Quality Management and Business Excellence and
distinguished visiting professor at Yuan Ze University, Taiwan. Before he
joined Linköping University he was a chair professor in Quality
Management at Aarhus University, Denmark. He has published 15 books and over 200
research articles. He received many awards among others the European Quality Award
for supervising the best master thesis on Total Quality Management in 1994, 1996 and
1997, the Chinese Friendship Award in 1998 and the Lancaster Award by American
Society for Quality (2005). Professor Dahlgaard is an Academician and previous Vice
President of the IAQ (International Academy of Quality). He has lectured in all
continents and is active as adviser to many organizations and government bodies in
many countries.
Su Mi Dahlgaard-Park, Professor, Lund University, Sweden is
professor at Institute of Service Management, Lunds University and
distinguished visiting professor at Yuan Ze University, Taiwan. She has
published more than 150 research papers and books. She has received
Literati Award for Outstanding Paper in 2007, elected as academician of
IAQ (International Academy for Quality). Currently she is devoted as
general editor for Encyclopedia of Quality and the Service Economy which is planned
to be published in 2014 by Sage publication. She is also serving as chief-editor of the
International Journal of Quality and Service Sciences and as associate editor for the
Asian Journal on Quality as well as for TQM and Business Excellence. She also serves
on the editorial boards of ten renowned research journals. She has lectured in many
universities as invited professor and she is often invited as plenary speaker. She serves
as adviser in many organizations and is active in conducting executive seminars
worldwide.
Jesper Falkheimer, Professor, Sweden, is Professor in Strategic
Communication at Lund University, Campus Helsingborg, Sweden. He is
also Rector for Campus Helsingborg, a part of Lund University with 4,200
students in service management, engineering, social work, strategic
communication, educational science and fashion studies. Professor
Falkheimer has published research in areas such as crisis communication,
public relations, media studies, place branding and organizational communication.
His research has been published in journals such as International Journal of Strategic
Communication, Public Relations Review, Nordicom Review, Corporate Communication:
An International Journal and Journal of Contingencies and Crisis Communication and
in anthologies such as Social theory on public relations (2009), The handbook of crisis
communication (2010), Handbook of crisis management (2013), The Routledge
handbook of strategic communication (2013) and Public relations: Critical concepts in
media and cultural studies (2013). He has also worked as a communications consultant
and is an executive board member at the Swedish Public Relations Association.
Thong Ngee Goh, Professor, Singapore, is Professor of Industrial
and Systems Engineering at the National University of Singapore. Dr Goh
holds a PhD from the University of Wisconsin-Madison, USA. He is Head,
Department of Industrial and Systems Engineering, and Dean of
Engineering. He has also served as Director, Office of Quality Management,
and CEO, Design Technology Institute, Singapore. Dr Goh is a frequent
invited speaker at corporate events and professional and academic
conferences. Dr Goh specializes in the application of statistical methodologies to
Quality Engineering and Management, and has authored or co-authored some three
hundred research papers and five books in this field. Professor Goh is an Academician
of IAQ (International Academy of Quality).
Shyama Prasad Mukherjee, Professor, India, received his
Ph.D. degrees in Statistics from the Calcutta University in 1960
and 1967 respectively. He joined the faculty in the Department of
Statistics, Calcutta University, in 1964. He retired as Centenary
Professor of Statistics in 2004. Prof. Mukherjee has worked on
Applied Probability , Reliability Analysis and Statistical Quality
Management, Estimation theory, Demography, Operational
Research and some related topics. He has published more than 90 research papers,
and he is the Editor of IAPQR Transactions and also Editor-in-Chief of the Indian
Journal of Industrial Statistics. Prof. Mukherjee was Chairman of the Committee on
Statistical Methods for Quality and Reliability of the Bureau of Indian Standards,
President of the Operational Research Society of India, President of the Indian Society
of Probability and Statistics, Vice-President of the International Federation of
Operational Research Societies (IFORS), President of the Asian–Pacific Association of
Operational research Societies (APORS) and was the General Secretary of the Indian
Science Congress Association. The Government of India has recently conferred on him
the National Award in Statistics for life-time achievements in theoretical and official
Statistics.
Danijel Rebolj, Professor, Slovenia, is rector of the University of
Maribor. He received his Diploma degree in civil engineering from the
University of Maribor, Slovenia, in 1982, the MSc degree from the same
university in computer science in 1989, and his PhD from the Technical
University of Graz, Austria, in 1993. He got his first employment in 1979 at
the University of Maribor, first as a technical assistant, then computer
programmer and later researcher. In 1995 he founded the Laboratory for Computing
in Civil Engineering. Between 1999 and 2007 he was vice dean for educational affairs
at the Faculty of Civil Engineering. Currently he is Professor of Construction and
Transportation Informatics at the University of Maribor where he has been the chair
holder of the Chair of Construction and Transportation Informatics between 2000 and
2011. In fall 2009 visiting professor of Civil and Environmental Engineering at Stanford
University. Coordinator of the international postgraduate program in Construction
informatics with partners from 9 European universities. Member of the Society of Civil
engineers and technicians of Slovenia, of CIB w78, EG-ICE and co-founder of the
Slovenian society of Construction Informatics. Research interests involve issues on
system integration, product and process modeling, automated building systems,
mobile and ubiquitous computing, web based collaboration and communication,
virtual design and construction as well as other high potential IT for Architecture,
Engineering and Construction.
16th QMOD–ICQSS Program
4th September 2013, Wednesday
11:00-17:00
14:00-14:30
14:30-15:10
15:10-15:35
15:35-17:00
Parallel
Sessions 1
17:00-17:15
17:15-18:45
Parallel
Sessions 2
20:00-22:00
Mediteranea I
Healthcare I
Healthcare II
QMOD-ICQSS Registration, Conference Centre
Conference Opening, Room:Emerald
Plenary Session 1, Room: Emerald
Coffee Break
Mediteranea II
Adria I
Adria II
Quality
Business
Innovation &
in Higher
Excellence
NPD I
Education I
Break
Sustainability,
Quality
Innovation &
in Higher
CSR,
NPD II
Complaint M.
Education II
Welcome Reception
Emerald
Lean
Management I
Lean
Management II
5th September 2013, Thursday
9:00-10:30
10:30-11:00
11:00-12:30
Parallel
Sessions 3
Mediteranea I
Healthcare III
12:30-14:00
14:00-15:30
Parallel
Sessions 4
Healthcare IV
15:30-16:00
16:00-17:30
Parallel
Sessions 5
19:30-23:30
Quality of Life,
Quality of
Work
Plenary Session 2, Room: Emerald
Coffee Break
Mediteranea I
Adria I
Adria II
Leadership,
Quality
Innovation &
Sustainability,
in Higher
NPD III
HRM
Education III
Lunch
Motivation,
Quality
Continuous
Service Quality
Management
Improvements,
I
Systems I
Satisfaction
Coffee Break
System
Leadership,
Quality
Integration,
Process
Management
Info Quality,
Systems II
Management
ISO 20000
Gala Dinner
Emerald
Lean
Management III
Quality Tools
and
Techniques I
Quality Tools
and
Techniques II
6th September 2013, Friday
9:00-10:30
10:30-11:00
11:00-12:30
Parallel
Sessions 6
12:30-14:00
14:00-15:30
Parallel
Sessions 7
15:30-16:00
16:00-17:00
Plenary Session 3, Room: Emerald
Coffee Break
Mediteranea I
Mediteranea II
Adria I
Adria II
Emerald
Measuring
Quality
Quality, ComManagement,
Service Quality
Service
Six Sigma
petitiveness,
Models &
II
Quality III
Performance
Excellence
Lunch
Impacts
Assessment,
QM in Taiwan,
of Quality
Service Quality
Learning,
Org. Culture,
Approaches,
IV
Health&Safety
Information
Deployment
Technology
Coffee Break
Best paper Awards and QMOD 2014 Announcement, Room: Emerald
4th September 2013, Wednesday (11:00–18:45)
14:00-14:30
Conference Opening, Room: Emerald
Jens J. Dahlgaard, Prof., Conference Founder and Co-Chair, University of Linköping
Danijel Rebolj, Prof., Rector, University of Maribor
14:30-15:10
Plenary Session 1, Room: Emerald
Session Chair: Su Mi Dahlgaard-Park, Prof., Sweden
Danijel Rebolj, Prof., Rector,
University of Maribor
How to Become a University for the Future?
15:10–15:35 Coffee Break
15:35-17:00
Parallel Sessions 1
Mediteranea I: Healthcare I: (15:35-17:00)
Session Chair: Bo Bergman, Prof., Sweden
Haizhe Jin, Masahiko Munechika,
Masataka Sano, Chisato Kajihara,
Japan
Chisato Kajihara, Masahiko Munechika,
Masataka Sano, Haizhe Jin, Japan
Borut Rusjan, Marko Kiauta,
Slovenia
Chris A. Vassiliadis, Anestis K. Fotiadis,
Elina Tavlaridou, Greece, Taiwan
A Study on the Communication Errors in Health Care
Proposal of a Standard Education and Training Curriculum
for Healthcare Safety
Improving Efficiency in Healthcare through Process
Standardization: A Case of Isola Hospital
The Effect of Creating new Secondary Health Services
to Patients’ Perceptions; A Kano Service Quality Analysis
Approach
Mediteranea II: Business Excellence (15:35-17:00)
Session Chair: Jens J. Dahlgaard, Prof., Sweden
Bo Enquist, Mikael Johnson, Fredrik
Lundgren, Åsa Rönnbäck, Sweden
Business Excellence 2.0
Chi-Kuang Chen, Roberto A. Alcívar
Espín, Jiun-Yi Jang, Taiwan
Strategic Management toward Business Excellence - The
Successful Points and Some Insights in Xerox Case
Kristína Zgodavová, Matúš Horváth,
Slovakia
Karmen Kern Pipan, Boštjan Gomišček,
Miroljub Kljajić, Slovenia
Why do Slovak Services Fail to Achieve the European
Standard of Excellence?
Slovenian National Excellence Award and TQM
Employment in Slovenian Companies
4th September 2013, Wednesday (11:00–18:45)
Adria I : Quality in Higher Education I (15:35-17:00)
Session Chair: Rhys Rowland-Jones, Prof., Abu Dhabi, UAE
Milan Hutyra, Czech Republic
Bjarne Bergquist, Rickard Garvare,
Sweden
Josip Mikulić, Ines Dužević, Tomislav
Baković, Croatia
Laura Di Pietro, Roberta Guglielmetti,
Flaminia Musella, Maria Francesca
Renzi, Paola Vicard, Italy
EFQM Excellence Model as the Framework for Evaluation
of Performance Excellence of University
Evaluating Quality of Higher Education by Assessing its
Output: The Swedish Example
Setting Priorities for Quality Improvements in Higher
Education: Impact-Asymmetry and Performance Analysis
An Internal and External Performance Model Using
Probabilistic Expert Systems: An Experimental Test of an
Italian Master’s Programme
Adria II: Innovation & New Product Development I (15:35-17:00)
Session Chair: Angelos Pantouvakis, Asc. Prof., Greece
M. Jesús Álvarez, N. Ghossien, Marta
Zárraga-Rodríguez, Spain
Gerson Tontini, Jaime Dagostim Picolo,
Amélia Silveira, Brazil
Mu Yu, You Suchuan, Xu Ming,
China
Anna Åslund, Johan Lilja,
Sweden
Exploring the Links between Innovation and Quality
Management in the Spanish Hotel Sector
Which Incremental Innovations Should we Offer?
Service Innovation Specialized Department: An Effective
Way of Service Innovation Management
Towards Capturing and Visualizing Value Creation:
Exploring and Elaborating Attribute-Value Mapping
Emerald: Lean Management I (15:35–17:00)
Session Chair: Slavko Arsovski, Prof., Serbia
Mia Ljungblom,
Sweden
Ethics and Lean Management–A Paradox?!
Karin Ahlin, Pernilla Ingelsson,
Sweden
Information Management, Lean and Efficiency:
Are we Focusing on the Customer?
Migel Egaña, Eider Fortea, Gorka DiezCaballero, Spain
Productivity Increasing through Implementation of Lean
Production Techniques.
Federica Murmura, Alice Valentini,
Italy
Application of the Lean Manufacturing Approach in an
Italian Firm: The Case of the IMAB GROUP s.p.a
4th September 2013, Wednesday (11:00–18:45)
17:00–17:15: Break
17:15–18:45
Parallel Sessions 2
Mediteranea I: Healthcare II (17:15-18:45)
Session Chair: Maria Francesca Renzi, Prof., Italy
Marco Santos, Alexander
Chakhunashvi, Anders Planti,
Kristina Westerberg, Bo Bergman,
Sweden
Exploring the Use of the Lexis Diagram for Monitoring Lead
Times in Health Care: The Illustrative Case of an Outpatient
Referral Process
Kristian Siverbo, Henrik Eriksson,
Hendry Raharjo, Michaela Moonen,
Sweden
Training of Healthcare Professionals in Quality
Improvement
Syed Ali Abbas Shiraz, Liliane Pintelon,
Dries Myny, Belgium
Is it Possible to Develop Decision Framework for Quality
Tool Selection in Healthcare?
Hossein Dadfar, Staffan Brege, Bahareh
Javadian Arzaghi,
Sweden
Success and Failure Factors in Inter-Firm Strategic
Collaboration: The Case of Strategic Alliances in
Pharmaceutical Firms
Mediteranea II: Sustainability, CSR, Complaint Management (17:15-18:45)
Session Chair: Gerson Tontini, Prof., Brazil
Raine Isaksson, Sweden
Defining Quality and Sustainability–Looking for Synergies
Sandra Klute, Robert Refflinghaus,
Germany
Sustainability Management as Part of an Integrated
Management System
Zorana Antić, Srđan Bogetić, Maja
Đurica, Nina Đurica, Serbia
The Role of Social Networks in Promoting Corporate Social
Responsibility
Alexander Linder, Sebastian Schmitt,
Robert Schmitt, Germany
Technical Complaint Management from a Quality
Perspective
4th September 2013, Wednesday (11:00–18:45)
Adria I: Quality in Higher Education II (17:15-18:45)
Session Chair: Dalius Serafinas, Asc. Prof., Lithuania
Matevž Bren, Gašper Hribar, Samo
Medvešek, Rok Rus, Slovenia
Rogério Duarte, António Ramos‑Pires,
Helena Gonçalves, Portugal
Zsuzsanna E. Tóth, Tamás Jónás,
Hungary
Dragan Ćoćkalo, Dejan Đorđević, Srđan
Bogetić, Dragana Sajfert, Serbia
The Graduate Follow-Up System–A Pilot Study at Faculty of
Criminal Justice and Security University of Maribor
Dropout Prevention and Higher Education Quality
Management Systems
Quality Management Tools in Higher Education
Entrepreneurial Knowledge and Improvement of Business
Quality
Adria II: Innovation & New Product Development II (17:15-18:45)
Session Chair: Decheng Wen, Prof., China
Eirin Lodgaard, Norway
Nadine Schlüter, Germany
Transforming a Product Development Quality System from
Chaotic to Efficient
User-Competences for Virtual Reality in Early Phases of
Product Development
Stefan Peplowsky, Ralf Woll, Germany
Requirements Management and Requirements Engineering
in Different Development Projects
Ralf Woll, Philipp Tursch, Falk
Steinberg, Germany
A First Step Towards Engineer-Oriented Adaption of the
Repertory Grid Technique
Emerald: Lean Management II (17:15-18:45)
Session Chair: Masahiko Munechika, Prof., Japan
Promporn Wangwacharakul, Martina
Berglund, Ulrika Harlin, Per Gullander,
Sweden
Roy Andersson, Peter Manfredsson,
Håkan Torstensson, Sweden
Anna Mårtensson, Pernilla Ingelsson,
Sweden
Zhen He, Xu-Tao Zhang, China
Cultural Aspects when Implementing Lean Production and
Lean Product Development–a Swedish Perspective
How to Integrate Suppliers by Training in Lean Thinking
Managers Basic Assumptions when Applying Lean
Reducing Voluntary Turnover Rate of Dispatched
Employees by DMAIC Process
20:00–22:00 WELCOME RECEPTION: Town Hall at Tartini Square, Piran
5th September 2013, Thursday (09:00–17:30)
09:00-10:30
Plenary Session 2, Room: Emerald
Session Chair: Håkan Wiklund, Prof., Sweden
Professor Alan Brown, Austarlia
Professor Jesper Falkheimer,
Sweden
Organisational Paradigms and Sustainability in Excellence: From
Mechanistic Approaches to Learning and Innovation
The Power of Strategic Communication in Organizational
Development
10:30–11:00 Coffee Break
11:00-12:30
Parallel Sessions 3
Mediteranea I: Healthcare III (11:00-12:30)
Session Chair: Chi-Kuang Chen, Prof., Taiwan
Miloš Jelić, Radomir Bošković, Zlatko
Maksimović, Serbia
Masahiko Munechika, Masataka Sano,
Haizhe Jin, Chisato Kajihara, Japan
Masataka Sano, Masahiko Munechika,
Haizhe Jin, Chisato Kajihara, Chikuma
Hamada, Japan
Patcharin Wongrukmit, Natcha
Thawesaengskulthai, Thailand
From Governmental Strategy to Excellent Organization: A
Healthcare Centre Case
Quality Management System for Healthcare and its
Effectiveness
Deployment of Medical Safety Information to
Quality Management System Model for Healthcare
Hospital Service Quality Preference Among Culture
Diversity Based on Modified SERVQUAL and Kano’s Model
Mediteranea II: Leadership, Sustainability, HRM (11:00-12:30)
Session Chair: Bo Enquist, Prof., Sweden
Slavko Arsovski, Zora Arsovski, Srđan
Nikezić, Serbia
Srđan Nikezić, Dobrica Stojković,
Aleksandar Đorđević, Suzana Doljanica,
Serbia
Ingela Bäckström, Pernilla Ingelsson,
Catrin Johansson, Sweden
Shuang-Shii Chuang, Ming-Tien Tsai,
Kun-Shiang Chen, Taiwan, China
Sustainability Enhancement Through Leadership
Excellence in Public Sector
Assessment of Leadership Qualities Through LTQ - Test
of Leadership by Self-Assessment and Co-Leadership
Evaluation: Northouse Approach - Characteristics of
Leaders in Local Governments of Republic of Serbia
Health Related Quality Management Values and Key
Principles of Communicative Leadership - Are They the
Same?
HRM Practices and TQM Practices: Association with
Knowledge Sharing Attitude
5th September 2013, Thursday (09:00-17:00)
Adria I: Quality in Higher Education III (11:00-12:30)
Session Chair: Milan Hutyra, Asc. Prof., Czech Republic
Rhys Rowland-Jones,
Abu Dhabi, UAE
Sangbok Ree, Young Hyun Park,
Hanjoo Yoo, Korea
Tonći Lazibat, Tomislav Baković, Ines
Dužević, Croatia
Tatiana Salimova, Natalya Vatolkina,
Vasily Makolov, Russia
Work-Based Learning as a Support to Emitarisation Within
the UAE, - A University and Industry Perspective
A Study on Education Quality using Taguchi Method
How Perceived Service Quality Influence Students’
Satisfaction? Teachers’ and Students’ Perspective
Strategic Partnership: Potential for Ensuring the University
Sustainable Development
Adria II: Innovation & New Product Development III (11:00-12:30)
Session Chair: Kristina Zgodavova, Prof., Slovakia
Manuel F. Suárez-Barraza, Juan RamisPujol, Zamira del Carmen Burgos-Silva,
Mexico, Spain
Evangelos Psomas, Dimitrios
Kafetzopoulos, Greece
Carolina Camén, Maria Åkesson,
Sweden
Cheng Li-ying, Wen De-cheng and Sun
Zhong-rui, China
Operational Innovation. Some Definitions, Characteristics
and Managerial Practices
The Innovation Practices of Manufacturing Companies in a
Period of Economic Turbulence
Do Contracts Restrict Front-Line Employees to be
Innovative and Co-Create Value?
A Study of Strategy Choice for R&D Purchase Based on
SNA
Emerald: Lean Management III (11:00-12:30)
Session Chair: Ralf Woll, Prof., Germany
Bryan Booker, Walter Tucker,
USA
Christer Österman, Anders Fundin,
Sweden
Ilija Djekic, Dragan Zivanovic,
Sladjana Dragojlovic, Radoslava
Dragovic, Serbia
Inger Gamme, Silje H. Aschehoug,
Norway
Improving Economic Competitiveness by Enhancing
Human Capital: Evaluating Push-and-Pull Lean Strategies
in Online Graduate Courses
Exploring Approaches How to Measure a Lean Process
Lean Manufacturing Effects in a Serbian Confectionery
Company
Assessing Lean's Impact on Operational Integration
12:30–14:00 Lunch: Grand Restaurant, Grand Hotel Bernardin
5th September 2013, Thursday (09:00-17:30)
14:00-15:30
Parallel Sessions 4
Mediteranea I: Healthcare IV (14:00-15:30)
Session Chair: Bjarne Bergquist, Prof., Sweden
Kevin F Collins, Senthil K. Muthusamy, Toyota Production System (TPS) for Healthcare
Amelia S. Carr, USA
Organizations: Prospects and Implementation Challenges
Annika Nordin, Torie Palm Ernsäter,
Quality Registers and the Full Potential of Health Care
Bo Bergman, Sweden
Data Oriented Approach Supporting Minimization of Side
Hirotaka Inoue, Shu Yamada, Japan
Effects
SMEs’ Absorptive Capacity Enhancement Through
Mohammad Reza Saeedi, Hossein
Learning-by-Inward International Licensing-The Case of
Dadfar, Staffan Brege, Sweden
Pharmaceutical Industry
Mediteranea II: Motivation, Continuous Improvements, People Satisfaction (14:0015:30)
Session Chair: Michael Brusch, Prof., Germany
Hen-Yi Jen, Ana Lucia Sandoval, YaChu Chou, Taiwan
Carmen Jaca, Luis Paipa, Elisabeth
Viles, Ricardo Mateo, Spain
Rafał Haffer, Poland
Joanna Haffer, Rafał Haffer, Poland
The Study of the Influences of Core Competencies and
Core Values Upon Work-Motivation of Employee–A Case
Study of a Bank in Honduras
Effect of the Detail Oriented and Tidy Work Environment
Program on Continuous Improvement
The Determinants of Employee Satisfaction and its
Influence on Business Excellence
The Impact of Engagement and Satisfaction of People on
Project Success and Business Excellence
Adria I: Service Quality I (14:00-15:30)
Session Chair: Stefan Lagrosen, Prof., Sweden
Daniel Kammerl, Dominik Gast, Robert
Orawski, Sebastian Schenkl, Markus
Mörtl, Germany
Angelos Pantouvakis, Dimitrios
Apostolopoulos, Greece
Ida Gremyr, Mattias Elg, Sweden
Bo Li, Decheng Wen, China
Analysis of Product-Service System Models as a Basis for a
Modeling Framework
Market Orientation and Service Quality: Opponents or
Colleagues
A Developmental View on Implementation of Quality
Management Concepts
Research on Three-Level Product Quality Control System
in Chinese Online Shopping: Based on the Uncertainty
Mitigating Factors of Product Quality
5th September 2013, Thursday (09:00–17:30)
Adria II: Quality Management Systems I (14:00-15:30)
Session Chair: Antonio Ramos-Pires, Prof., Portugal
Piotr Rogala, Poland
Luc Honore Petnji Yaya, Frederic
Marimon, Marti Casadesus, Spain
Milena Alič, Slovenia
Improving a Quality Management System on the Basis of
ISO 9001 Requirements
The Revitalizing Role of ISO 9001 on Dissatisfied
Customers
ISO 9001–Trends of Certification: A Case of Slovenia
Emerald: Quality Tools and Techniques I (14:00-15:30)
Session Chair: Jovan Filipovic, Prof., Serbia
Beata Starzyńska, Poland
Survey on Application of Quality Tools & Techniques in
Manufacturing Companies–A Polish Perspective
Manja Podpečan, Matjaž Maletič,
Damjan Maletič, Boštjan Gomišček,
Slovenia
Achieving an Effective FMEA: Lessons Learned from a
Case Study of the Construction Project
Vlado Krunić, Momčilo Krunić, Nenad
Četić, Aleksandar Ašonja, Serbia
Software for Automatic Control of Laboratory Analysis
15:30–16:00 Coffee Break
5th September 2013, Thursday (09:00–17:30)
16:00-17:30
Parallel Sessions 5
Mediteranea I: Quality of Life, Quality of Work (16:00-17:30)
Session Chair: Mikael Johnson, Asc. Prof., Sweden
Dalius Serafinas, Lithuania
Mishchenko Elena Sergeevna,
Molotkova Nataliya Vyacheslavovna,
Lukianenko Margarita Sergeevna,
Russia
Michael Brusch, Victoria Büsch, Carsten
C. Schermuly, Jürgen Deller, Germany
Patrícia Moura e Sá, Femida Abdul
Hamid, Portugal
A Discussion on Quality of Life
Economic Stimulation of Teachers as a Tool of Raising the
Quality of Life
Expectation, Motivation and Willingness to
Prolong Working Life of German Workers
Are Quality-Awarded Organizations Adopting
Family-Friendly Practices?
Mediteranea II: Leadership, Process Management (16:00-17:30)
Session Chair: Ida Gremyr, Asc. Prof., Sweden
Slavko Arsovski, Zora Arsovski, Serbia
Process Leadership vs Process Management in Praxis
Jörg von Garrel, Claudia Theilmann,
Germany
Effective and Efficient Process Organization: Facilitating
Customer Interaction in Mass Customization
T. Bartosz Kalinowski, Poland
Business Process Maturity–A Research Design
Marija Andjelkovic Pesic, Nada Barac,
Radenko Milojevic, Serbia
Enterprise and Supply Chain Management Maturity
Assessment
The relationship between Quality Orientation and Business
Process Orientation–survey results
Krystyna Lisiecka, Poland
Adria I: System Integration, Information Quality, ISO 20000 (16:00-17:30)
Session Chair: Robert Refflinghaus, Asc. Prof., Germany
Gianni Maria, Gotzamani Katerina,
Greece
Marta Zárraga-Rodríguez,
M. Jesús Álvarez, Spain
Management Systems: Generalization of the Concepts as a
Precondition for Successful Integration
Management Systems Integration in Practice–A case of
Abandonment
Information Capability and the Quality of Information
Managed in Companies Committed to TQM
Santi Cots, Martí Casadesús Fa, Spain
Exploring the Service Management Standard ISO 20000
Jovan Filipović, Serbia
5th September 2013, Thursday (09:00–17:30)
Adria II: Quality Management Systems II (16:00-17:30)
Session Chair: Yumin Liu, Prof., China
António Ramos Pires, Osvaldo Ferreira,
Margarida Saraiva, Jorge Casas Novas,
Portugal
Quality Management System and the Role of Accounting in
Portuguese SME
David Han-Min Wang, Quang Linh
Huynh, Taiwan
The Role of Quality Management System in the Effect of
Knowledge Management Practice on Firm Performance
Franz Gaudlitz, Robert Schmitt,
Sebastian Schmitt, Germany
Robust and Dynamic Quality Management Systems for
SMEs
Jun-Der Leu, Yu-Tsung Huang, Taiwan
A Process-Oriented Method for Realizing the Quality
Management System
Emerald: Quality Tools and Techniques II (16:00-17:30)
Session Chair: S.P. Mukherjee, Prof., India
Jen-der Day, Hsien-Tang Tsai, Taiwan
Comparison of Useful Characteristics among Various TwoLevel Design Matrices
Stefano Barone, Anna Errore, Alberto
Lombardo, Italy
Prioritization of Alternatives with AHP Plus Response
Latency and Web Surveys
Damjan Maletič, Matjaž Maletič, Viktor
Lovrenčič, Basim Al-Najjar, Boštjan
Gomišček, Slovenia, Sweden
An Application of Analytic Hierarchy Process (AHP) and
Sensitivity Analysis for Maintenance Policy Selection
Vera Hofer, Holger Bach, Austria
Statistical monitoring for continuous quality control of
railway ballast
19:30–23:30 GALA DINNER: Terrace near the Church of St. Bernardin
6th September 2013, Friday (09:00–17:00)
09:00-10:30
Plenary Session 3, Room: Emerald
Session Chair: Bo Bergman, Prof., Sweden
Thong N. Goh, Professor,
Singapore
Professional Preparation for Service Quality and
Organizational Excellence
S. P. Mukherjee, Professor,
India
New Product Development and TRIZ
10:30–11:00 Coffee Break
11:00-12:30
Parallel Sessions 6
Mediteranea I: Measuring Quality, Competitiveness, Performance (11:00-12:30)
Session Chair: Hossein Dadfar, Prof., Sweden
Ana Catarina Gomes, Paulo Sampaio,
Pedro Saraiva, Portugal
Insu Cho, Joseph Kichul Kim,
Heejun Park, Korea
Ján Závadský, Vladimír Hiadlovský,
Slovakia
Benedetto Torrisi, Italy
Ewa Czyż-Gwiazda, Poland
European Quality Scoreboard: Preliminary Results
Development of an Index for Evaluating National Quality
Competitiveness Based on WEF and IMD Indices
The Consistency of Performance Management System
Based on Attributes of the Performance Indicator
Measuring the Quality of Academic Work and Governance
Policies Using Non-Parametric Models
The measurement of Business Process Orientation - survey
results
Mediteranea II: Quality Management, Models & Excellence (11:00-12:30)
Session Chair: Alan Brown, Prof., Australia
Gilles Barouch, France
The Epistemological Foundations of Quality Management
Luís Pedro Vilela Pimentel, Maria João
Martins Ferreira Major, Portugal
Conceptual Framework for the Management of Chaordic
Organizations
Quality Management and BSC as Supporting Frameworks
for a new Management Model and Organisational Change
Mirko Macher, Slovenia
Pathway to Excellence
Jovan Filipović, Serbia
6th September 2013, Friday (09:00–17:00)
Adria I: Service Quality II (11:00-12:30)
Session Chair: Hana Pačaiová, Asc. Prof., Slovakia
Ching-Chow Yang, Shu-Hsien Tai,
Taiwan
Samuel Petros Sebhatu, Bo-Jacob
Enquist, Sweden
Laura Di Pietro, Roberta Guglielmetti
Mugion, Giovanni Mattia, Maria
Francesca Renzi, Martina Toni, Italy
Zhiran Chen, Liying Yu, China
The Evaluation of Critical Success Factors for the Service
Industries
Value Co-Creation and Value Network in Complex Service
Systems - Embedded in Social and Environmental Contexts
A Theoretical Business Model for Italian Sport Federations
Applying an Ecosystem Theory on Service Quality
Management
Adria II: Service Quality III (11:00-12:30)
Session Chair: Yvonne Lagrosen, Asc. Prof., Sweden
Marlene Amorim, Fatemeh Saghezchi,
Portugal
Marlene Paula Castro Amorim, Maria
João Rosa, Sandra Santos, Portugal
Chin-Chin Liang, Meng-Shu Li, Taiwan
Chin-Chin Liang, Yi-Cheng Chou,
Taiwan
Chin-Chin Liang, Kai-Chung Cheng,
Taiwan
Service Quality in Retail: An Investigation Across Retail
Formats
Managing Customer Participation and Customer
Interactions in Service Delivery: The Case of Museums and
Educational Services
Factors Influence Impulse-Buying Behaviors on Online
Shopping
Factors Affecting the Willingness of Consumers to Queue In
the Service Industry
Customer Willingness to Join a Virtual or Physical Queue to
Purchase–A Pilot Study
Emerald: Six Sigma (11:00-12:30)
Session Chair: Thong N. Goh, Prof., Singapore and Stefano Barone, Asc. Prof., Italy
Hilmi Yüksel, Armağan Ebru Bozkurt
Yüksel, Turkey
Peter Cronemyr, Sweden
Yumin Liu, Haofei Zhou, Shuai Zhang
China
GeeHyun Hwang, Young Wook Seo,
and Kun Chang Lee, Korea
Brandon R Theiss, USA
Applying Six Sigma Methodology in a Law Firm
Six Sigma Diplomacy–The Impact of Six Sigma on National
Patterns of Corporate Culture
Quality Improvement in the process of Cigarette Production
based on DMAIC
An Empirical Analysis of How Six Sigma influences
Exploration and Exploitation to Improve Individual Creativity
and Firm Performance
A Novel Approach to Teaching Six Sigma
12:30–14:00 Lunch: Taverna Mediteran, Hotel Histrion
6th September 2013, Friday (09:00–17:00)
14:00-15:30
Parallel Sessions 7
Mediteranea I: Assessment, Learning, Deployment (14:00-15:30)
Session Chair: Krystyna Lisiecka, Prof., Poland
Kessopoulou Eftychia, Korea Asana,
Gotzamani Katerina, Koemtzi Maria,
Tsiotras George, Greece
Are CAF Self-Assessed Public Organizations Ready for
Benchlearning? A Greek Experience
Kyung H. Nam, Do Hoon Kim, Korea
A Study of Regular 2012 Quality Assessment for the Korean
Official Development Assistance Statistics
Anna Nagyova, Hana Pacaiova,
Slovakia
Sebastian Schenkl, Franz-Xaver
Schneider, Daniel Kammerl, Robert
Orawski, Philipp Hutterer, Markus Mörtl,
Germany
Methodic of Quality Control Evaluation in Research Projects
Methodical Deployment of Quality Criteria
Mediteranea II: TQM in Taiwan, Culture, Health & Safety (14:00-15:30)
Session Chair: Walter Tucker, Prof., USA
Iuan-Yuan Lu, Kuo-Ming Wang, ChiKuang Chen, Jiun-Yi Jang, Taiwan
Chi-Kuang Chen, Eileen Salamanca
Ponce, Tsong-Shin Sheu, Jiun-Yi Jang,
Taiwan
Srđan Vulanović, Nebojša Brkljač, Igor
Kesić, Milan Delić, Vladan Radlovački,
Serbia
Eider Fortea Méndez, Migel Egaña,
José Alberto Eguren, Jokin Rubio Botia,
Spain
Development of Quality Management in Taiwan (19702012): Past, Present and Future
An Approach on the Cultivation of Organizational Culture
Toward TQM Culture
Relations between Occupational Health and Safety and
Quality Management Dimensions
EFFECTIWORK, a Tool for the Instantaneous Visualisation/
Monitorisation of how the Worker Performs
Adria I: Service Quality IV (14:00-15:30)
Session Chair: Borut Rusjan, Prof., Slovenia
Vladimir Senić, Veljko Marinković,
Serbia
Slavko Ažman, Boštjan Gomišček,
Slovenia
Yvonne Lagrosen, Sweden
Kerstin Grundén, Stefan Lagrosen,
Sweden
Examining the Effect of Different Components of Customer
Value on Attitudinal Loyalty and Behavioral Intentions
Functional Form of Connections between Perceived
Service Quality, Customer Satisfaction and Customer
Loyalty in the Automotive Servicing Industry
Learning for Quality in the SPA-Industry–a Quality Café
Study
Social Media Marketing–An Evaluation Study in the
Wellness Industry
6th September 2013, Friday (09:00–17:00)
Adria II: Impacts of Quality Approaches, Information Technology (14:00-15:30)
Session Chair: Ching-Chow Yang, Prof., Taiwan
Síria Barros, Paulo Sampaio, Pedro
Saraiva, Portugal
Quality Approaches and Practices and their Impact on
Companies’ Organizational Performance
Milan Delić, Vladan Radlovački, Bato
Kamberović, SrđanVulanović, Miodrag
Hadžistević, Serbia
Exploring the Impact of Quality Management and
Application of Information Technologies on Organizational
Performance–Case of Serbia and the Wider Region
Mladen Savić, Mojca Dušica Zajc,
Damjan Struna, Robert Rudolf, Slovenia
Using Information Technology to Improve Efficiency in the
Grant Funding Process
Marko Fabić, Duško Pavletić, Mirjana
Grčić-Fabić, Croatia
Differentiation of Quality Management Approaches
in Turnaround Projects: An Empirical Research in Oil
Refineries
15:30–16:00 Coffee Break
16:00-17:00
Closing Session, Room: Emerald
Su Mi Dahlgaard-Park, Lund University, Sweden
Jens J. Dahlgaard, University of Linköping, Sweden
Boštjan Gomišček, University of Maribor, Slovenia
Best Paper Selections and Awards
QMOD 2014 Announcement
Conference Venue
The conference venue of the 16th QMOD–ICQSS is Bernardin Congress Centre
in Grand Hotel Bernardin. The congress centre is located between Piran and
resort Portorož on the Slovenian coast. All sessions will be held here.
The welcome reception will be hosted by the Mayor of Municipality of Piran
Dr. Peter Bossman at the Town Hall at Tartini Square in Piran.
During welcome reception you are kindly invited to join guided tour organized
exclusively for QMOD participants to the Aquarium Piran and Sergej Mašera
Maritime Museum of Piran.
Halls of the conference venue
All conference sessions will be held on the 11th floor of Bernardin Congress
Centre (Grand Hotel Bernardin).
Plenary sessions will be held in Emerald hall.
Sessions will be held in Mediteranea I, Mediteranea II, Adria I, Adria II
and Emerald halls.
Pharos hall will be available to the participants for business activities.
Lunches will be organised at two locations:
Thursday: Grand Restaurant, 11th floor Grand Hotel Bernardin
Friday: Taverna Mediteran Restaurant (the ground floor of the Hotel Histrion
within walking distance from Bernardin Congress Centre)
Gala Dinner will take place on the terrace near St. Bernardin Church.
Partners and Sponsors
of the 16th QMOD-ICQSS
16th QMOD–ICQSS Program
4th September 2013, Wednesday
11:00-17:00
14:00-14:30
14:30-15:10
15:10-15:35
15:35-17:00
Parallel
Sessions 1
17:00-17:15
17:15-18:45
Parallel
Sessions 2
20:00-22:00
Mediteranea I
Healthcare I
Healthcare II
QMOD-ICQSS Registration, Conference Centre
Conference Opening, Room:Emerald
Plenary Session 1, Room: Emerald
Coffee Break
Mediteranea II
Adria I
Adria II
Quality
Business
Innovation &
in Higher
Excellence
NPD I
Education I
Break
Sustainability,
Quality
Innovation &
in Higher
CSR,
NPD II
Complaint M.
Education II
Welcome Reception
Emerald
Lean
Management I
Lean
Management II
5th September 2013, Thursday
9:00-10:30
10:30-11:00
11:00-12:30
Parallel
Sessions 3
Mediteranea I
Healthcare III
12:30-14:00
14:00-15:30
Parallel
Sessions 4
Healthcare IV
15:30-16:00
16:00-17:30
Parallel
Sessions 5
19:30-23:30
Quality of Life,
Quality of
Work
Plenary Session 2, Room: Emerald
Coffee Break
Mediteranea I
Adria I
Adria II
Leadership,
Quality
Innovation &
Sustainability,
in Higher
NPD III
HRM
Education III
Lunch
Motivation,
Quality
Continuous
Service Quality
Management
Improvements,
I
Systems I
Satisfaction
Coffee Break
System
Leadership,
Quality
Integration,
Process
Management
Info Quality,
Systems II
Management
ISO 20000
Gala Dinner
Emerald
Lean
Management III
Quality Tools
and
Techniques I
Quality Tools
and
Techniques II
6th September 2013, Friday
9:00-10:30
10:30-11:00
11:00-12:30
Parallel
Sessions 6
12:30-14:00
14:00-15:30
Parallel
Sessions 7
15:30-16:00
16:00-17:00
Plenary Session 3, Room: Emerald
Coffee Break
Mediteranea I
Mediteranea II
Adria I
Adria II
Emerald
Measuring
Quality
Quality, ComManagement,
Service Quality
Service
Six Sigma
petitiveness,
Models &
II
Quality III
Performance
Excellence
Lunch
Impacts
Assessment,
QM in Taiwan,
of Quality
Service Quality
Learning,
Org. Culture,
Approaches,
IV
Health&Safety
Information
Deployment
Technology
Coffee Break
Best paper Awards and QMOD 2014 Announcement, Room: Emerald