15th QMOD Conference 5 th -7 th 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
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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)
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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.
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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
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
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
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)
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
Using Service Simulation to Analyze the Satisfaction of the Process of Intensive Care Unit in the Hospital – Perspectives of Patients and Their Relatives
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
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
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
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
Page 22 15th QMOD-ICQSS Program
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).