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107
Adding requirements on customers to current quality models to improve quality – development of a customer – vendor interaction
- Proceedings of the International Conferencequality and service sciences, 13th QMOD Conference, August 31 – September 1
, 2010
"... Summary In most descriptions of business development and models for Corporate Governance, contacts between supplier and customer are for the most part focused on the supplier's responsibility to identify and document customer requirements in order to enable the organization to meet customer re ..."
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Summary In most descriptions of business development and models for Corporate Governance, contacts between supplier and customer are for the most part focused on the supplier's responsibility to identify and document customer requirements in order to enable the organization to meet customer requirements (stated and unstated). In the actual contact between customer and supplier it has been observed in several cases that there are aspects of the interaction not described in traditional theoretical quality models. What seems to be missing is a more explicit requirement for customers and for customers' actions. The logic is that a qualified customer performing based on supplier instructions will result in a better performing product. The apparent lack of theoretical models describing this aspect indicates that this is an interesting area for research and development The purpose of this paper is to highlight a seemingly "forgotten" area within quality management, which is the lack of requirements put on customers in quality models. The first objective is to review existing quality models to explore the extent of requirement on customers included. The second objective is to propose additions to current models that include requirements placed on customers. A limited review of the award criteria and the most common models for quality and improvement techniques shows that there is no explicit and documented way to set requirements for customers. Our interpretation is that EFQM is the model closest to our description of "demands on customer" due to their clauses connected to "partnership". The ISO/DIS 26000 is moving the requirements further against the customer for the social responsibility than the quality standards are doing. Further research could focus on how requirements on customer will affect the performance of the entire supply chain both from a quality and social point of view. Problem description One of the leadership principles in ISO 9000 is mutually beneficial relationships between suppliers, partners and other interested parties and to enhance customer satisfaction by meeting customer requirements. Typical examples of this are when customers opt for working with only a few suppliers and offer them long range co-operation in exchange for higher
Comparative Study of the Student’s Design Process: Implications for the Teaching of the Later Phases of the Mechanical Engineering Design Process
"... Most methods that guide the designer through the later phases of the design process are general in na-ture, and it is up to the designer to organize the design work using the tools and techniques available. This process also relies greatly on experience, which is quite a challenge for students, who ..."
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Most methods that guide the designer through the later phases of the design process are general in na-ture, and it is up to the designer to organize the design work using the tools and techniques available. This process also relies greatly on experience, which is quite a challenge for students, who are mostly novices in the area. In a comparative study, the evolution of the experience and skills acquired by the students in performing design tasks during the embodiment design and detail design phases has been analyzed. The re-sults indicate the main directions for improvement in teaching the later phases of the mechanical engineer-ing design process. 1.
The Impacts of Ergonomic Aspects on the Quality
, 2014
"... In recent times, the relationship between quality and ergonomics discipline is a challenging topic. Although there are similarities and differences between these two areas, it is not so easy to describe the connection between these two issues. In this study by surveying several articles, different a ..."
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In recent times, the relationship between quality and ergonomics discipline is a challenging topic. Although there are similarities and differences between these two areas, it is not so easy to describe the connection between these two issues. In this study by surveying several articles, different areas of ergonomics are divided into five categories including hardware ergonomics, environmental ergonomics, software ergonomics, work design ergonomics and macro ergonomics, then the impact on the quality of each of these areas will be discussed. Finally, the article concludes that, to reach an acceptable quality considering the ergonomic principles is an integral component of the organization policy.
Insights into physician scheduling
"... Insights into Physician Scheduling: a case study of public hospital departments in ..."
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Insights into Physician Scheduling: a case study of public hospital departments in
Published: 2003-01-01
, 2016
"... General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. • Users ..."
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General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. • Users may download and print one copy of any publication from the public portal for the purpose of private study or research. • You may not further distribute the material or use it for any profit-making activity or commercial gain • You may freely distribute the URL identifying the publication in the public portal? Take down policy If you believe that this document breaches copyright please contact us providing details, and we will remove access to the work immediately and investigate your claim.
A Case Study on Quality Management and Digital Innovation Relationship and Learning Aspects
"... This paper deals with quality management and digital innovation and their interrelationship. There are many definitions of quality management and one way to view the concept is that of Dahlgaard et al. (1998), who see quality management as “a corporate culture characterized by increased customer sat ..."
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This paper deals with quality management and digital innovation and their interrelationship. There are many definitions of quality management and one way to view the concept is that of Dahlgaard et al. (1998), who see quality management as “a corporate culture characterized by increased customer satisfaction through continuous improvement, in which all employees in
8 Clients ’ Knowledge on Building Permit Acquisition Process- The Case of Sunyani East Municipal Assembly
"... The study assessed the clients ’ knowledge on building permit acquisition procedures in Ghana using a case study approach. A sample size of 346 comprising clients and would-be clients in the Sunyani East Municipal Assembly (SEMA) were interviewed on the permit acquisition procedures. The study area ..."
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The study assessed the clients ’ knowledge on building permit acquisition procedures in Ghana using a case study approach. A sample size of 346 comprising clients and would-be clients in the Sunyani East Municipal Assembly (SEMA) were interviewed on the permit acquisition procedures. The study area was stratified into 18 urban sectors which share common socio-economic characteristics. About 19 respondents were selected randomly from the final subjects proportionally from the 18 strata. An interview guide prepared in Epi Info 7 was then used to conduct the household interviews. The average score rate was 46 % for clients on questions set to cover stages 1 to 6 of building permit acquisition procedures and that for questions on permit regulations was 55%. Building permit applicants in SEMA are not well-informed on the permit acquisition process and regulations governing permit issuance in Ghana. The Pearson χ2 tests averages of 36.156 and 32.901 compared with the critical value of 13.28 at 4df, 11.34 at 3df and 6.64 at 1df using alpha level of 1%, led to assuming of these alternative hypotheses. About 86 % of prospective permit would prefer e-permit application if introduced by the assembly.
THESIS FOR THE DEGREE OF LICENTIATE OF ENGINEERING
, 2012
"... anthropometric diversity – Methods for virtual product and production development er ik brolin e r ik ..."
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anthropometric diversity – Methods for virtual product and production development er ik brolin e r ik
The Expectations and Views on the Quality of the Education Expressed by the
"... The purpose of our study is to examine if the education given at the School of Economics and Commercial Law at Gothenburg University meets the students ’ expectations. Furthermore, we want examine the students ’ view of the education quality and find out what their perception of quality is. A 2002 e ..."
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The purpose of our study is to examine if the education given at the School of Economics and Commercial Law at Gothenburg University meets the students ’ expectations. Furthermore, we want examine the students ’ view of the education quality and find out what their perception of quality is. A 2002 evaluation, made by the National Agency for Higher Education in Sweden concerning education within the field of business economics given at Swedish universities, serves as a background for our study. In order to attain our purpose we chose to do in-depth interviews with students who currently study business economics at C-level. This resulted in twelve interviews divided into four groups of three, one group for each field of concentration; accounting, finance, marketing and management and organization. We also deliberately chose students of different ages and backgrounds and mixed genders. We came to the conclusion that the students ’ expectations do play a pivotal role in how they perceive the quality of the education. The school’s good reputation and name cause many students to have very high expectations. The students ’ high expectations lead to high demands
Organisation through Operations Management Principles A Case Study at the Swedish Migration Board
"... The public sector has a tradition of bureaucracy, political influence and conflicting stakeholder interests, which historically has resulted in that the public sector has fallen behind the industry regarding operational improvement work. The demand for more efficient processes in the public sector h ..."
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The public sector has a tradition of bureaucracy, political influence and conflicting stakeholder interests, which historically has resulted in that the public sector has fallen behind the industry regarding operational improvement work. The demand for more efficient processes in the public sector has increased and attempts have therefore been made to adapt successful concepts from the industry such as Operations Management principles. There are several examples where Operations Management principles within the private sector have been successful. However, the theory of applying Operations Management in the public sector is insufficient and requires further research. Therefore, the purpose of this study is to contribute with knowledge on how to increase flow efficiency in a public organisation by adopting Operations Management principles. This was done through an analysis of the asylum process at the Swedish Migration Board, hereafter referred to as the board, where the process
