15th QMOD Conference · 2015-01-12 · the Lean Enterprise Academy in the UK, dedicated to pushing...

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

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


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


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)


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.


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.



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


10:30-11:00 Coffee Break, Lounge

11:00-12:30

Parallel

Sessions 2


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


15:30-17:00

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



11:00-12:30

Parallel

Sessions 5


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


15:30-16:00 Best paper Awards and QMOD2013 Announcement, Room: Aula Magna


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


Session Chair: Jens J. Dahlgaard , Prof., Sweden

Daniel T. Jones , Prof., UK Reflection on the Lean Journey: What have we Learnt?


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


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


6th September 2012, Thursday (09:00-18:00)


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



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



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




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



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





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



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


7th September 2012, Friday (09:30-16:00)


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



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



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




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



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


15:30-16:00 Closing Session, Room Aula Magna

Su Mi Dahlgaard-Park, Prof., Sweden

Adam Hamrol, Prof., Poland

Best Paper Awards

QMOD 2013 Announcement


Conference Venue:


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


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


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).


Partners & Sponsors of the 15 th QMOD Conference:

15th QMOD Conference · 2015-01-12 · the Lean Enterprise Academy in the UK, dedicated to pushing...

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