Quality management and beyond: the current situation and future perspectives POR KAREN VEGA MORENO
1. PART I. QUALITY MANAGEMENT
1.1. 2. IS ISO 9001 REALLY EFFECTIVE FOR THE GLOBAL SUPPLY CHAIN MANAGEMENT? A PRELIMINARY EXPLORATORY ANALYSIS ON CUSTOMER- SUPPLIERS RELATIONSHIPS IN CHINA
1.1.1. Adoption of iso 9001 in China: a brief overview
1.1.1.1. Case-study carried out
1.2. 3. QUALITY MANAGEMENT AND HUMAN RESOURCE MANAGEMENT: A FOCUS ON EMPLOYEE MOTIVATION PRACTICES
1.2.1. Performance appraisal and recognition consistent with qm
1.3. 4. METHODOLOGY PROPOSAL: ASSESSING SERVICE QUALITY IN A MULTI- CHANNEL ENVIRONMENT
1.3.1. Characteristics of the services’ activities and customers’ channel preferences
1.4. 5. ANTECEDENTS OF SATISFACTION IN ONLINE TRAVEL AGENCY SERVICES
1.4.1. Literature review and conceptual model
1.4.2. Causal model
1.4.3. Sections 1-3. Scope, normative references and terms and definitions Section 4. Guiding principles Section 5. Code framework Section 6. Planning, design and development Section 7. Implementation Section 8. Maintainance and improvement
1.5. 6. EXPLORING THE APPLICATION OF ISO 10001 AND ISO 10002 IN UNIVERSITY COURSES
1.5.1. IMPLEMENTING ISO 10001 AND ISO 10002 AT UNIVERSITY LEVEL
1.5.1.1. Implementation of ISO 10001
1.5.1.1.1. Sections 1-3. Scope, normative references and terms and definitions Section 4. Guiding principles Section 5. Code framework Section 6. Planning, design and development Section 7. Implementation
1.5.1.2. Implementation of ISO 10002
1.5.1.2.1. Sections 1-3. Scope, normative references and terms and definitions Section 4. Guiding principles Section 5. Complaints-handling framework Section 6. Planning and design Section 7. Operation of complaints-handling process Section 8. Maintainance and improvement
2. PART II. BEYOND QUALITY MANAGEMENT
2.1. 7. MEASURING THE EFFECTIVENESS OF FOOD QUALITY AND SAFETY SYSTEMS – CRITICAL FACTORS FOR EFFECTIVE IMPLEMENTATION AND THEIR IMPACT ON FOOD COMPANIES PERFORMANCE
2.1.1. Critical Factors for Effective Implementation (CFEI) of Quality Management and Safety Systems (QMSS)
2.1.2. Assessment of Quality Management and Safety Systems’ Effective Implementation
2.1.3. Business Performance Assessment
2.1.4. The proposed Model