final program for qmod-icqss 2012 can be downloaded here
TRANSCRIPT
15th QMOD Conference
5th-7th September, 2012
Poznan, Poland
How may organizations use Learning, Creativity and Innovation in realizing their dreams of excellence and
recover from the economic crisis?
Program
Jointly organized by: Lund University, Linköping University &
Poznan University of Technology
Page 2 15th QMOD-ICQSS Program
Welcome Address from the Chairmen
It is our great pleasure to welcome you to the 15th QMOD conference. During the last 15 years the QMOD conferences have been organized in China, Slovenia, Denmark, Sweden (three times), France, Korea, Mexico, Italy (two times), UK, Germany and Spain. 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 2012 QMOD Conference, we will try to move a step further from the two previous years’ theme of LearnAbility, InnovAbility and Sustainability. When relating to the biggest current problem - the existing economic crisis in Europe - these three concepts have become even more crucial. But still, we don’t know exactly how those concepts may be applied in the many different areas/contexts which have been affected by the European and global economic crises.
How may organizations in the current economic situation learn from failures and proactively use this learning in creative ways to develop new innovative products and services and at the same time improve existing processes to assure that available resources are used efficiently and effectively? How can these concepts 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 these 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 eldercare institutions? The participants of this conference have been invited to contribute in the search of answering these questions under the theme for the 2012 QMOD Conference: How may organizations use Learning, Creativity and Innovation in realizing their dreams of excellence and recover from the economic crisis?
It is our hope that participants of this QMOD Conference will contribute their knowledge and experiences to answer these questions, to contribute to an urgent recovery and to attain excellence in the organizations and communities in which they live.
Su Mi Dahlgaard-Park & Jens J. Dahlgaard, Dr. Profe ssors
QMOD Founders and Conference Chairs
15th QMOD-ICQSS Program Page 3
Welcome address from the Local Conference Chair I am honored to welcome you to the 15th QMOD Conference on Quality and Service Sciences. Your host, Poznan University of Technology, is one of the best technical universities in Poland. Over 20,000 students are educated here in 10 faculties. Our students and scientists are recognized all over the world for their achievements in various fields – management being among them. The aim of this QMOD Conference is to establish a forum in which participants can exchange ideas and opinions about the ongoing trends and problems occurring in organizational and business realities. I would like to express my gratitude to all the authors of the papers submitted to QMOD conference. Special thanks goes to the members of the Scientific Committee for their invaluable effort in reviewing all the papers. I extend my gratitude to all the people who were involved in the conference organization and have directly or indirectly helped in making this conference possible. Thanks to you, we have developed a program that I believe will meet the expectations of all conference participants. Apart from learning from the interesting and challenging scientific contributions, I encourage you to enjoy the rich social and historical opportunities that history has prepared for you here in Poznan. On behalf of all the conference organizers, I assure you we will do our best to make this conference a success for you. We are confident you will have a great and productive time during your stay at Poznan University of Technology in beautiful Poznan.
Adam Hamrol, Professor, Rector QMOD Conference Local Chair
Page 4 15th QMOD-ICQSS Program
Conference Founders and Chairs
• Prof. Su Mi Dahlgaard-Park, Founder and Chair, Lund University, Sweden • Prof. Jens J. Dahlgaard, Founder and Chair, Linköping University, Sweden • Prof. Adam Hamrol, Local Conference Chair, Poznan University of Technology, Poland
Local Conference Organizers • Dr. Magdalena Diering – Team Leader • Dr. Agnieszka Kujawińska • Dr. Beata Starzyńska • Marta Grabowska • Damian Grajewski • Justyna Trojanowska
Scientific Committee
• Prof. Su Mi Dahlgaard- Park, Lund University, Sweden (Chair) • Prof. Jens. J. Dahlgaard, Linköping University, Sweden • Prof. Adam Hamrol, Poznan University of Technology, Poland • All session chairs (see program)
Cooperating Journals • Total Quality Management and Business Excellence (Chief Editor: Prof. Jens J.
Dahlgaard. TQM&BE is the only journal in the quality area which is SSCI indexed), • International Journal of Quality and Service Sciences (Chief Editor: Prof. Su Mi
Dahlgaard-Park) • Management and Production Engineering Review (Co-Editor: Prof. Adam Hamrol)
15th QMOD-ICQSS Program Page 5
Plenary Speakers’ and Chairs’ Profiles
Bo Edvardsson, Professor, Sweden, is professor and Director, CTF-Service Research Center and vice
rector, Karlstad University, Sweden and professor II at NHH in Bergen. He is a fellow at Center for Service
leadership at Arizona State University, National University of Singapore , National Tsing Hua University,
Taiwan and Honorary doctorate from Hanken in Helsinki. His research covers Service quality, New
service development and Service innovation, Customer experiences and Transition from products to
service. 2008 he received The RESER award by The European Association for Service Research and 2004
The AMA Career Contributions to the Services Discipline Award. He has written 12 books and 76 journal
articles; the most resent in Journal of the Academy of Marketing Science on Service systems.
Ramon Flecha, Professor, Spain, is professor at the Economics and Business School of the University of
Barcelona, and he has received a Doctor Honoris Causa by the Universitatea de Vest din Timişoara. Dr.
Flecha is currently one of the two experts of Spain in the European Framework Programme (FP) of
Research in the Socio-Economic field. He has published 13 scientific books, 3 of them published also in
the USA and 1 of them published in China as well. He has published 57 articles in 32 different indexed
journals in diverse disciplines in the Social Sciences. He has given invited lectures in many universities
like Harvard, Montpellier, Porto Alegre and Seoul.
Daniel T. Jones, Professor, UK, is a management thought leader and advisor on applying lean, process
thinking pioneered by Toyota to all kinds of businesses across the world. He is the founding Chairman of
the Lean Enterprise Academy in the UK, dedicated to pushing forward the frontiers of lean thinking and
helping others with its implementation. His work has inspired the very successful implementation of
lean by Tesco and many other companies. More recently he organized the first Global Lean Healthcare
Summit, wrote the Lean Thinking for the NHS report and published the Making Hospitals Work guide to
using lean to improve hospital performance. He is the author with James P Womack of the influential,
best-selling management books - The Machine that Changed the World, Lean Thinking and Lean
Solutions. These books have triggered a worldwide movement of lean practitioners and the
establishment of the Lean Global Network of non-profit institutes teaching lean, which have organised
over 25 Lean Summits in the USA, UK, Brazil, Mexico, Germany, France, Holland, Denmark, Poland,
Turkey, South Africa, India, China and Australia. Daniel T Jones’s was the European Director of MIT’s
Future of the Automobile and International Motor Vehicle Programmes and Professor of Manufacturing
Management and founder of the Lean Enterprise Research Centre at Cardiff University Business School.
He was a member of the UK Government’s Rethinking Construction, Manufacturing Futures, Automotive
Innovation and Growth and Skills for Sustainable Communities task forces.
Tomasz Jerzy Kayser, Poznan, Poland, has been deputy mayor of the city of Poznan since 1990 and city
councilor in 1990-2002. In this capacity, he has focused on strategic planning and local economic
development. He also supervises the execution of tasks related to public safety and order. In
conjunction with this position he is chair of Program Council of the Polish Local Economic Development
Association; chair of the District Labor Council, deputy chair of the Local Tourism Board, deputy chair of
the Board of Directors of the Poznan International Fair, Ltd., president of the Friends of Poznan Parish
Church Association, a member of the Greater Poland Monitoring Committee of the Program for Regional
Development, Chair of EUROCITIES Economic Development Forum.
Page 6 15th QMOD-ICQSS Program
Jens J. Dahlgaard, Professor, Sweden, is professor at the Division of Quality Technology
and Management, Linköping University, Chief-editor 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, Lunds 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.
Adam Hamrol, Professor, Poznan University of Technology, Poland is professor at
Division of Production Management. In the years 1999-2005 he was Dean of Mechanical
Engineering and Management Faculty and since 2005 he is Rector of Poznan University of
Technology. He is also head of postgraduate studies on Quality Management in Theory
and Practice, graduated every year by over hundred participants. He is author of 5 books
and over 60 articles in different journals in diverse disciplines in Mechanical Engineering
and Management. In 2009 he was honored for his scientific and practical achievements
with the polish Quality Award. He has successfully helped a wide range of manufacturing
and service providing companies in introducing quality management systems and in
applying quality tools, especially in the scope of statistical methods.
15th QMOD-ICQSS Program Page 7
15th QMOD-ICQSS Program
5th
September 2012, Wednesday
09.00-16.30 QMOD-ICQSS Registration, Lecture and Conference Centre of PUT, Lounge
09:00-12:00 Pre-Conference Workshop – DOVISTA Learning Lab, Building MC, Room 101
14:00-15:00 Conference Opening, Room: Aula Magna
15:10-16:30 Plenary Session 1, Room: Aula Magna
16:30-17:00 Coffee & Snack Break, Lounge
17:00-18:30
Parallel
Sessions 1
Room 028 Room 021 Room 022 Room 027 Room 0210
Healthcare I:
Lean Six Sigma
Process Mgnt,
Maturity,
Information
Quality
CSR,
Quality &
Sustainable
Business, TQM
Innovation
&
NPD I
Customer
Satisfaction
I
20:00-22:00 Welcome Reception, Działyński Palace at the Old Market Square
6
th September 2012, Thursday
9:00-10:30 Plenary Session 2, Room: Aula Magna
10:30-11:00 Coffee Break, Lounge
11:00-12:30
Parallel
Sessions 2
Room 028 Room 021 Room 022 Room 027 Room 0210
Healthcare II:
QMS, Patient
Involvement,
Pharmacies
ISO, Regional
Status, Quality
Costs
Sustainability,
Regional and
Public
Development
Innovation
&
NPD II
Customer
Satisfaction
II
12:30-13:30 Lunch, Room 053
13:30-15:00
Parallel
Sessions 3
Healthcare III:
Medication
incidents, Q.
improvements
Quality,
Excellence,
Project Mgnt
Quality of Life,
Working Life,
Ergonomics
Innovation
&
NPD III
Customer
Satisfaction
III
15:00-15:30 Coffee Break, Lounge
15:30-17:00
Parallel
Sessions 4
Healthcare IV:
Education,
Simulation,
Satisfaction
Lean
Leadership,
Continuous
Improvement
Quality Mgnt
in SME
Org. Learning,
& Knowledge
creation,
Innovation
Measurement
Systems &
Applications
17:15-18:00 The National Contact Point in Poland – Research Programmes for Scientists and Business
Room: Aula Magna
20:00-23:00 Gala Dinner, Room 053
7
th September 2012, Friday
9:30-10:30 Plenary Session 3, Room: Aula Magna
10:30-11:00 Coffee Break, Lounge
11:00-12:30
Parallel
Sessions 5
Room 028 Room 021 Room 022 Room 027 Room 0210
Healthcare V:
Patient
Satisfaction &
Services
Lean,
Implementation,
Change, CSF
Tourism,
Cultural
Heritage
Org. Culture,
Learning,
Innovation
Performance
Management,
Quality in
Education I
12:30-13:30 Lunch, Room 053
13:30-15:00
Parallel
Sessions 6
Six Sigma:
CSF, Processes,
CI
Lean
Production/
Services,
Economic Crisis
Service
Innovation &
Recovery,
QFD,
Serviscape
Org. Innovation,
Quality & Service
co-evolution
Quality in
Education II
15:00-15:30 Coffee Break, Lounge
15:30-16:00 Best paper Awards and QMOD2013 Announcement, Room: Aula Magna
Page 8 15th QMOD-ICQSS Program
5th September 2012, Wednesday (09:00-18:30)
09:00-16:30 QMOD-ICQSS Registration, Lecture and Conference Centre of PUT
09:00-12:00 Pre Conference Workshop – DOVISTA Learning Lab, Building: MC, Room: 101
14:00-15:00 Conference Opening and Welcome Addresses,
Room: Aula Magna
Jens J. Dahlgaard , Prof., Conference Founder and Co-Chair
Adam Hamrol , Prof., Conference Co-Chair, Rector of Poznan University of Technology
Tomasz Jerzy Kayser , Deputy Mayor of city Poznan, Poland:
The Quality of Life in Pozna ń
15:10-16:30 Plenary Session 1, Room: Aula Magna
Session Chair: Jens J. Dahlgaard , Prof., Sweden
Daniel T. Jones , Prof., UK Reflection on the Lean Journey: What have we Learnt?
16:30-17:00 Coffee Break, Lounge
17:00-18:30 Parallel Sessions 1
Room 028: Healthcare I: Lean Six Sigma (17:00-18:30)
Session Chair: Dag Näslund, Asc. Prof., Sweden
Jiju Antony & Maneesh Kumar, UK Lean and Six Sigma methodologies in NHS Scotland: an empirical study and directions for future research
Hadi Sahabi, Jens J. Dahlgaard, Hossein Dadfar, Abbas Saqhaei, Iran & Sweden
Organizational Readiness in Six Sigma Projects
Erik Drotz, Bozena Poksinska & Dag Swartling, Sweden
Lean in healthcare from the employee perspective
Martina Berglund & Bozena Poksinska, Sweden
Quality management through humans, technology and organization (Lean in a Swedish Pharmaceutical Company)
Room 021: Process Management, Maturity, Information Quality (17:00-18:30)
Session Chair: Rhys Rowland-Jones, Ass. Prof. , UK/UAE
Juhani Anttila & Kari Jussila, Finland An advanced insight into managing business processes in practice
Peter Cronemyr & Mikael Danielsson, Sweden
Process Management 1-2-3 – A Maturity Model and Diagnostics Tool
Ming-Tzong Wang, Hsiang-Yun Lisa Cheng, Aaron S. Huang, Huei-Kuei Chen & Shi-Min Alex Wang, Taiwan
The Current State of Meta-Analysis and its Applications in Production and Quality Management
Łukasz Grudzień, Poland Evaluation of the Information Quality about Processes in Quality Management Systems
15th QMOD-ICQSS Program Page 9
5th September 2012, Wednesday (09:00-18:30)
Room 022: CSR, Quality & Sustainability, Sustainable Business, TQM of tomorrow (17:00-18:30)
Session Chair: Raine Isaksson, Asc. Prof., Sweden
Ming-Tzong Wang, Hsin-Yuan Chou, Shi-Min Alex Wang, Aaron S. Huang & Hsiang-Yun Lisa Cheng, Taiwan
Corporate Social Responsibility: A Literature Review, Future Trends, and Taiwanese High-Tech Experiences
Matjaž Maletič, Damjan Maletič, Jens J. Dahlgaard & Boštjan Gomišček, Slovenia / Sweden
Where do quality and sustainability movements converge?
Bo Enquist, Mikael Johnson & Samuel Petros Sebhatu, Sweden
Steering and navigating in value networks for sustainable business – An explorative study of regional public transport networks in Sweden, Germany and Switzerland
Bjarne Bergquist, Rickard Garvare, Henrik Eriksson, Jacob Hallencreutz, Jostein Langstrand, Erik Vanhatalo & Thomas Zobel, Sweden
Alive and kicking-but will Quality Management be around tomorrow? A Swedish academia perspective
Room 027: Innovation & New Product Development I (17:00-18:30)
Session Chair: Ralf Woll, Prof., Germany
António A. C. Marques Fernandes, Maria Jose A. M. Silva & Luís A. N. Lourenço, Portugal
Innovation and TQM: An Empirical Study on the Impacts and Effects
Annika Steiber & Sverker Alänge, Sweden
Are TQM principles conducive to continuous innovation?
Rozzeta Dolah, Zenichi Miyagi & Kazuo Tatebayashi, Japan
Quality Engineering Implementation in an Organization: A Brief Finding on QE Methodology
Ming-Tzong Wang, Xin-Yu Marcie Kuo, Aaron S. Huang, Hsiang-Yun Lisa Cheng, Huei-Kuei Chen & Shi-Min Alex Wang, Taiwan
A MCDM Approach to the Key Success Factors of Software Development Project Quality – a Taiwan Industry Experience
Room 0210: Customer Satisfaction I: Financial & Intangible Perf. Assessment (17:00-18:30)
Session Chair: Jiří Plura, Prof., Czech Republic
Jan Eklöf & Johan Parmler, Sweden Modeling, estimating, communicating and using intangibles for performance assessment and policy management - experiences and challenges from the EPSI initiative
Grzegorz Grela, Poland Impact of inherent and assigned characteristics on customer satisfaction
Jan Eklöf & Johan Parmler, Sweden Improving financial performance by non-financial measures – lessons from the banking sector
Maria Nucera, Clara Cicatiello, Emanuele Blasi, Silvio Franco, Italy
The Multiplier Effect of Corporate Social Responsibility on Public Funding in Social Welfare
20:00 - 22:00 WELCOME RECEPTION, Działyński Palace, Old Market Square, Poznań
Page 10 15th QMOD-ICQSS Program
6th September 2012, Thursday (09:00-18:00)
09:00-10:30 Plenary Session 2, Room: Aula Magna
Session Chair: Jiju Antony, Prof., UK
Ramon Flecha, Professo r Spain
European Research, Social Innovation and Successful Cooperative Actions
Su Mi Dahlgaard -Park , Professor, Chi-Kuang Chen, Jiun-Yi Jang & Jens J. Dahlgaard, Taiwan/ Sweden
A Snapshot of 25 Years Quality Movement (1987-2011) –Diagnosing and reflecting the Past, Predicting and Shaping the Future
10:30-11:00 Coffee Break, Lounge
11:00-12:30 Parallel Sessions 2
Room 028: Healthcare II: QMS, Patient Involvement, Pharmacy Services (11:00-12:30)
Session Chair: Grace Brannan, Prof., USA
Masahiko Munechika, Japan
Structure Model for Quality Management System for Healthcare and its Implementation
Patrícia Moura e Sá, Liliana Vitorino & Carlota Quintal, Portugal
Quality and Patients’ Involvement in Primary Care: A Case Study of an Award-winning Health Centre Group
Susanne Gustavsson, Sweden
Collaborative improvements; Effects on simple, complicated and complex problems in neonatal care
Hossein Dadfar & Staffan Brege, Sweden
Differentiation by Improving Quality of Services at the Last Touch Point
Room 021: ISO 9001, Regional Status, Quality Costs (11:00-12:30)
Session Chair: Jiju Antony, Prof., UK
Alina Petichenko, Russia ISO Standards as a Model for Building a Highly Performing Organization in Russia
Evangelos L. Psomas, Greece ISO 9001 effectiveness and service company performance Elżbieta Skrzypek, Agnieszka Piasecka, Grzegorz Grela & Mariusz Hofman, Poland
The level of quality maturity in organizations from Lublin region
Magnus Marmgren, Sverker Alänge & Stefan Book, Sweden
Understanding Management Systems: A test of a conceptual framework
Alexandra Simon, Alex Douglas, Spain & England
Management Systems Integration in England and Spain
15th QMOD-ICQSS Program Page 11
6th September 2012, Thursday (09:00-18:00)
Room 022: Sustainability, Regional and Public Development (11:00-12:30)
Session Chair: Boštjan Gomišček, Asc. Prof., Slovenia
Raine Isaksson, Oscar Idman, Oscar Lenhav & Johan Sätterman, Sweden
Visualising improvement and innovation potential – the case of sustainable building in Dar es Salaam
Anna Åslund & Ingela Bäckström, Sweden
A process towards societal value within a community-based regional development project
António Ramos Pires, Aliona Cociorva, Margarida Saraiva, Jorge Casas Novas & Álvaro Rosa, Portugal
Management of Quality Related Costs. The Case of Portuguese Companies
Barbara Pancino, Nicolò Passeri, Silvio Franco & Stefano Gasbarra, Italy
Public support to sustainable local development: an Italian project for the diffusion of Corporate Social Responsibility
Room 027: Innovation & New Product Development II (11:00-12:30)
Session Chair: Henrik Eriksson, Sweden
Gorka Unzueta, Jose Alberto Eguren & Sandra Martinez, Spain
Design and implementation of an APQP: a case study in a wind sector company
Liv Gingnell, Evelina Ericsson & Joakim Lillieskold, Sweden
Improved visual planning in a research environment
Dionicio Peña Torres, Carlos Rodríguez Monroy, Pablo Solana & José del Hierro Marqués, Venezuela & Spain
Qualitative Operational Risk Software – Development of a Software Tool for Determining the Root of Operational Risk
Piotr D. Moncarz & Francis J. Skrobiszewski, Poland & USA
From Innovative Universities to Global Companies Top 500 Innovators of Poland and US-Poland Innovation Hub
Room 0210: Customer Satisfaction II: Knowledge, e-services, Loyalty (11:00-12:30)
Session Chair: Angelos Pantouvakis, Asc. Prof., Greece
Robert Teehan & Walter Tucker, USA What the Front Line Employee Needs to Know: Simplified Systems and Protocol for Service Customer Satisfaction
Johan Adolphson, Jan Eklöf & Johan Parmler, Sweden
Customer Satisfaction Performance Measurement Systems in Public Organizations
Luc Honore Petnji Yaya, Frederic Marimon & Marti Casadesus Fa, Spain
Valuable insights and implications for the development and application of e-SQ: the E-S-QUAL case
12:30-13:30 Lunch, Room 053
Page 12 15th QMOD-ICQSS Program
6th September 2012, Thursday (09:00-18:00)
13:30-15:00 Parallel Sessions 3
Room 028: Healthcare III: Quality improvements, Medication Incidents (13:30-15:00)
Session Chair: Robert Teehan, Ass. Prof., USA
Ann-Christine Andersson, Ewa Idvall, Kent-Inge Perseius & Mattias Elg, Sweden
Sustainable outcomes of an improvement program; do financial incentives matter?
Masataka Sano , Masahiko Munechika, Haizhe Jin & Chisato Kajihara, Japan
Analysis of Medication Incident for Improvement of Medication Processes
Haizhe Jin, Masahiko Munechika, Masataka Sano & Chisato Kajihara, Japan
Four Steps to Reduce Medical Incidents
Stanisław Borkowski, Joanna Rosak-Szyrocka & Manuela Konstanciak, Poland
Quality importance in the companies’ mission
Room 021: Quality Management, Excellence, Intellectual Capital, Project Mngt (13:30-15:00)
Session Chair: Elżbieta Skrzypek, Prof., Poland
Marko Kiauta, Slovenia Idea of QUALITY versus idea of EXCELLENCE Zsuzsanna E. Tóth & Tamás Jónás, Hungary
Measuring intellectual capital in the light of the EFQM Excellence Model – evidences from Hungary
Jens Dahlgaard, Chi-Kuang Chen, Leonardo A. Banegas, Jiun-Yi Jang & Su Mi Dahlgaard-Park, Sweden/ Taiwan
Business Excellence Models: Limitations and further development
Room 022: Quality of Life/ Working Life, KAIZEN, Occupational Health, Ergonomics (13:30-15:00)
Session Chair: Patrícia Moura e Sá, Ass. Prof., Portugal
Manuel F. Suárez-Barraza, Juan Ramis-Pujol & Karla María Alvarado Ramírez, Mexico/ Spain/ Equador
Changing Individual Quality of Life through the Kaizen Approach: A Qualitative Study
Fryderyk Wachowiak, Poland Influence of selected ergonomic factors on the effectiveness of quality control
Michael Brusch &. Victoria Büsch, Germany
The Role of Job related Factors to Prolong Working Life: An Analysis for the German Labour Market
Maria da Glória Antunes, António Ramos Pires, Virgílio Cruz Machado & Rui Rodrigues, Portugal
The Practices of Occupational Health and Safety in Residential Structures for the elderly – Motivations, difficulties and trends
15th QMOD-ICQSS Program Page 13
6th September 2012, Thursday (09:00-18:00)
Room 027: Innovation & New Product Development III (13:30-15:00)
Session Chair: Sverker Alänge, Asc. Prof., Sweden
R. Woll & F. Steinberg, Germany Approaches for Handling of difficult to quantify characteristics in product development
Stefan Trzcieliński, Poland The concept and methods supporting agile enterprise
Vanajah Siva, Sweden Improvement in product development: application of back-end data
Jan Rewilak & Tomasz Tokaj, Poland Measurement of effectiveness of a new products implementation process according to APQP / PPAP requirements – proposition of indices
Room 0210: Customer Satisfaction III: Public Transport, Complaint Mngt., Assessment (13:30-
15:00)
Session Chair: Jan Eklöf, Prof., Sweden
Grzegorz Biesok & Jolanta Wyród-Wróbel, Poland
Indicative methods of customer satisfaction surveys in public transport services
Jan-Peter Nicklas, Nadine Schlüter & Petra Winzer, Germany
Complaint management for accounting customers’ voice in business networks
Agnieszka Maria Mietz, Poland Quality Management in different industrial sectors
15:00-15:30 Coffee Break, Lounge
Page 14 15th QMOD-ICQSS Program
6th September 2012, Thursday (09:00-18:00)
15:30-17:00 Parallel Sessions 4
Room 028: Healthcare IV: Education, Simulation, Patient and Relatives Satisfaction (15:30-17:00)
Session Chair: Ernestina Giudici, Prof., Italy
Grace Brannan, USA Voice of the Customer: Use of Mixed Methods Research in a Community Hospital-based Medical Education Model
Chisato Kajihara, Masahiko Munechika, Masataka Sano & Haizhe Jin, Japan
Proposal of Method for Planning Education and Training in Healthcare Safety
Elina Ora-Hyytiäinen, Liisa Astala, Dorte Dall-Hansen, Mette Lomholdt Skott & Eva Odgaard, Finland/Denmark
The Effectiveness of the Development Work between Healthcare and Higher Education of Nurses
Hen-Yi Jen, Hou-Tai Chang & Hung-Chang Lin, Taiwan
Using Service Simulation to Analyze the Satisfaction of the Process of Intensive Care Unit in the Hospital – Perspectives of Patients and Their Relatives
Room 021: Lean Leadership, Continuous Improvement, Six Sigma, Visual Management (15:30-
17:00)
Session Chair: Chi-Kuang Chen, Prof., Taiwan
Dag Näslund, Sweden Lean and six sigma – critical success factors revisited
Mia Ljungblom, Sweden A compataritive study between Developmental leadership and Lean leadership – similarities and differencies
Bozena Poksinska, Dag Swartling and Erik Drotz, Sweden
The Daily Round of Lean Leaders – a Go to Gemba Study
Carmen Jaca, Elisabeth Viles, Javier Santos, Ricardo Mateo & Daniel Jurburg, Spain
Application of Visual Management Tools and Improvement Systems
Room 022: Quality Management in SMEs (15:30-17:00)
Session Chair: Wiesław Urban, Ass. Prof., Poland
Marcus Assarlind, Henrik Eriksson, Ida Gremyr & Torbjörn Jakobsson, Sweden
Designing interventions in SMEs: Experiences from a pan-European multiple case study
Mohammad Mehrabioun and Ali Jalali, Iran
Provision of a new quality management system for SMEs
Tomislav Baković, Ružica Butigan & Ines Sutić, Croatia
The Impact of Quality Principles on Radical Product Innovations: Case of Croatian Manufacturing SMES
Hossein Dadfar, Staffan Brege & Sara Ebadzadeh, Sweden/Iran
To be involved or not – the role of customer involvement in service production and quality
15th QMOD-ICQSS Program Page 15
6th September 2012, Thursday (09:00-18:00)
Room 027: Org. Learning & Knowledge Creation, Innovation, System Development (15:30-17:00)
Session Chair: Stefan Trzcieliński, Prof., Poland
Monica Norberg, Sweden Exploring the role of employeeship in a learning organization
Bernardino Quattrociocchi, Francesca Faggioni & Luca Pasqualino, Italy
Knowledge creation and protection mechanisms – Results of a textile fashion survey
Yvonne Lagrosen, Kerstin Grundén & Jonas Tosteby, Sweden
Exploring the OCN method as a means of organizational learning
Kristina Zgodavova & Peter Bober, Slovakia
An Innovative Approach to the Integrated Management System Development
Room 0210: Measurement Systems & Application, Performance Management (15:30-17:00)
Session Chair: Håkan Wiklund, Prof., Sweden
Magdalena Diering, Agnieszka Kujawinska & Piotr Pajzderski, Poland
How much do you believe in your measurements?
Jiří Plura & Pavel Klaput, Czech Republic
Complex Analysis of Measurement Systems
Matus Horvath & Edita Vircikova, Slovakia
Data Mining Model for Quality Control of Multivariate Auto-correlated Processes
Elena Leshchankina, Russia Technical solutions for controlling and leveraging performance of invoice-to-pay process
17:15-18:00, The National Contact Point in Poland, Room: Aula Magna
Katarzyna Walczyk-Matuszyk , The National Contact Point in Poland
Research Programmes for Scientits and Business, International research and academia-industry projects – a chance for European science: the 7th Framework Programme, the CIP and the offer of NCBiR
20:00-23:00 GALA DINNER, Room 053
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7th September 2012, Friday (09:30-16:00)
09:30-10:30 Plenary Session 3, Room: Aula Magna
Session Chair: Su Mi Dahlgaard-Park, Prof., Sweden
Bo Edvardsson , Professor and Bård Tronvoll, Sweden
A New Conceptualization of Service Innovation grounded in S-D logic and Service Systems
10:30-11:00 Coffee Break, Lounge
11:00-12:30 Parallel Sessions 5
Room 028: Healthcare V: Patient Satisfaction, Services & Financial Analysis (11:00-12:30)
Session Chair: Masahiko Munechika, Prof., Japan
Hatice Camgöz-Akdağ, Turkey Healthcare: A Comparative Structural Education Modeling Study
Filip Šverer, Andrija Sabol & Đurdica Fuckan, Croatia
Business and Financial Analysis of Private Healthcare Institutions in Croatia
Zuber M. Shaikh, Gazala Khan & Soleiman Al-Towyan, Saudi Arabia
Future of Healthcare Quality Services in the Kingdom of Saudi Arabia
Gyan Prakash, India Steering Healthcare Service Delivery: A Regulatory Perspective
Room 021: Lean Implementation, Change, Critical Success Factors (11:00-12:30)
Session Chair: Kjell Ohlsson, Prof. , Sweden
Mikael Brännmark, Jostein Langstrand, Stina Johansson, Agneta Halvarsson, Lena Abrahamsson & Jörgen Winkel, Sweden
Researching Lean: Methodological implications of loose definitions
Paschal Ugochukwu, Jon Engström & Jostein Langstrand, Sweden
Lean in supply chain: a literature review
Mariusz Bożek & Adam Hamrol, Poland Analysis of Efficiency of Lean Manufacturing and Six Sigma in a Production Enterprise
Sten Abrahamsson & Raine Isaksson, Sweden
Implementing Lean – discussing standarisation versus customisation with focus on national cultural dimensions
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7th September 2012, Friday (09:30-16:00)
Room 022: Sustainable Tourism, Cultural Heritage, Experiences, Economic Growth (11:00-12:30)
Session Chair: Patrik Gottfridsson, Asc. Prof., Sweden
Angelos Pantouvakis, Greece Travelers’ Behavioral Intensions depending on their Cultural Beliefs. An Empirical Study
Roberta Atzori, Federica Caboni & Ernestina Giudici, Italy
Involving Guests in the Achievement of Sustainable Experiences
Ernestina Giudici, Claudia Melis, Silvia Dessì & Bianca Francine P. G. Ramos, Italy
Is Intangible Cultural Heritage able to promote Sustainability in Tourism
Laura Di Pietro, Roberta Guglielmetti, Giovanni Mattia & Maria Francesca Renzi, Italy
Cultural heritage for economic growth: a case study on cultural consumer behaviour
Room 027: Org. Culture, Learning, Creativity, Corp. Resilience, Service Innovation (11:00-12:30)
Session Chair: Michael Brusch, Prof., Germany
Insu Cho, Joseph Kichul Kim & Heejun Park, S. Korea
The Relationship Between Organizational Culture and Service Quality Through Organizational Learning Framework
Klas Palm & Johan Lilja, Sweden Towards Improving InnovAbility: Elaborating on the Ability to Measure Innovation Quality in Service Organizations
Anna Stålhammar, Maria Åkesson, Per Skålén & Bo Edvardsson, Sweden
Resource Test-Driving for Service Innovation – How Employees Innovate New Value Propositions
Christopher D. Milner, UK Underwriting Corporate Resilience via Creativity: The Pliability Model
Room 0210: Performance Management, Quality in Education I (11:00-12:30)
Session Chair: Ingela Bäckström, Ass. Prof., Sweden
Rhys Rowland-Jones, UK Teaching to learn in the workplace – moving from industrial pedagogy to andragogical gemba
Beata Starzyńska & Ewa Dostatni, Poland
Methodology of managing individual customer orders focused on quality assurance in the whole PLC
Jostein Langstrand, Peter Cronemyr, Bozena Poksinska, Sweden
Practice what you preach: Quality of education in education on quality
J.J. Vauterin & K.E. Michelsen, Finland Attracting and Retaining Student Talent from around the World: The Lived Experience in University-Industry Collaboration
12:30-13:30 Lunch, Room 053
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7th September 2012, Friday (09:30-16:00)
13:30-15:00 Parallel Sessions 6
Room 028: Six Sigma: Critical Success Factors, Continuous Improvement, Waiting Time Analysis
(13:30-15:00)
Session Chair: Bozena Poksinska, Ass. Prof., Sweden
Sitki Gozlu, Bilge Gunaydin & Dilek Ozdemir Gungor, Turkey Evaluation of Six-Sigma Success Factors utilizing QFD
J.A. Eguren, Unai Elorza & Lourdes Pozueta, Spain
Model/Framework for addressing Continuous Improvement projects effectively and efficiently using Six Sigma methodology. Case study of automotive auxiliary company
Matthew Brown & Brandon Theiss, USA Starbucks Wait Time Analysis Michał Rogalewicz, Poland Some notes on multivariate statistical process control
Room 021: Lean Production/ Services, Continuous Improvement, Economic Crisis (13:30-15:00)
Session Chair: António Ramos Pires, Prof., Portugal
Ingela Bäckström, Håkan Wiklund & Pernilla Ingelsson, Sweden
Measuring the Starting Points for a Lean Journey
Laura Di Pietro, Roberta Guglielmetti & Maria Francesca Renzi, Italy
Lean Service and Customer Focus in the Public Sector
Dag Swartling & Bozena Poksinska, Sweden
Continuous Improvements in a Lean production setting
Marta Grabowska, Poland Decision making process in economy crisis conditions and its influence on quality costs structure – case study
Room 022: Service Innovation, Recovery, Customer Scripts, Servicescape, QFD (13:30-15:00)
Session Chair: Bo Enquist, Prof., Sweden
Patrik Gottfridsson & Anna Stålhammar, Sweden
The Process of Transforming the Service Idea – a Study of Inter Organizational Service Innovation
Ana Cristina Costa & Rogério Puga-Leal, Portugal
An assessment of RECOVSAT utilization for different service typologies
Jörg Pareigis, Sweden Customer scripts in the service-scape and their role for the service experience
Maria J. Esteban-Ferrer & Jesus Tricas Preckler, Spain
Applying QFD to Strategic Quality Management in Law Firms
15th QMOD-ICQSS Program Page 19
7th September 2012, Friday (09:30-16:00)
Room 027: Dynamic Capabilities, Org. Innovation, Quality & Service Co-Evolution (13:30-15:00)
Session Chair: Hossein Dadfar, Prof., Sweden
Dilek Ozdemir Gungor & Sitki Gozlu, Sweden
Influencing Factors of Innovation for Turkish Companies
Elisabeth Johansson, Lars Witell & Åsa Rönnbäck, Sweden
Quality Management evolution in service companies
Wieslaw Urban, Poland Quality meaning – re-examination in the service process context
Stanisław Borkowski, Joanna Rosak-Szyrocka, Grażyna Rembielak-Vitchev and Martina Blaskova , Poland, UK and Slovakia
Analysis of leadership-integrator's features in the example of Administrative Department director
Room 0210: Quality in Education II (13:30-15:00)
Session Chair: Ida Gremyr, Asc. Prof., Sweden
Zsuzsanna E. Tóth, Tamás Jónás, Roland Bérces & Bálint Bedzsula, Hungary
Course evaluation by importance-performance analysis and improving actions at the Budapest University of Technology and Economics
Salimova Tatiana & Novokreshchenova Natalia, Russia
The study of the employee satisfaction in the quality management systems of Russian universities
Maciej Szafrański, Marek Goliński, Ewa Więcek-Janka, Agnieszka Kujawińska, Zbigniew Włodarczak & Krzysztof Grupka, Poland
A method of testing the quality of an innovative product - Wielkopolska system of monitoring and forecasting of vocational training
15:00-15:30 Coffee Break, Lounge
15:30-16:00 Closing Session, Room Aula Magna
Su Mi Dahlgaard-Park, Prof., Sweden
Adam Hamrol, Prof., Poland
Best Paper Awards
QMOD 2013 Announcement
Page 20 15th QMOD-ICQSS Program
Conference Venue:
15th QMOD-ICQSS Program Page 21
Sessions will be held at Poznan University of Technology, Lecture and Conference Centre of PUT, Piotrowo 2, Poznan, Rooms: 021, 022, 027, 028, 0210 and Aula Magna
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Pre-conference DOVISTA Learning Lab will be held at Poznan University of Technology, building MC , 5th September, 9:00-12:00, Rooms: 101 and 103-110
15th QMOD-ICQSS Program Page 23
Welcome Reception will be held at Działyński Palace, Old Market Square, Pozna ń, (05.09.2012, 20:00-22:00)
And after Welcome Reception… Poznan by Night! – a short walk (with tour guides) around the Old Market Square (Poznan by Night starts from the Działyński Palace).
Gala Dinner will be held at Poznan University of Technology, Lecture and Conference Centre of PUT, Room 053 (06.09.2012, event starts at 20:00).
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Partners & Sponsors of the 15 th QMOD Conference: