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Sunday,
September 14 |
18:00 - 19:30 |
Registration |
Welcome reception – Hotel Guimarães |
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Monday, September 15 |
Room |
Auditório Nobre |
B1.14 |
B1.15 |
B1.16 |
11:15 - 11:30 |
Opening ceremony |
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11:30 - 12:15 |
Keynote
Speaker
A. Parasuraman |
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12:15 - 13:30 |
Lunch |
Room |
Auditório Nobre |
B1.14 |
B1.15 |
B1.16 |
13:30 - 14:15 |
Keynote
Speaker
Greg Watson |
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14:15 - 15:30 |
Session A1 |
Session A2 |
Session A3 |
Session A4 |
15:30 - 16:00 |
Coffee-break |
16:00 - 17:15 |
Session B1 |
Session B2 |
Session B3 |
Session B4 |
20:00 |
Gala Dinner - Pousada de Santa Marinha |
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Tuesday,
September 16 |
Room |
Auditório Nobre |
B1.14 |
B1.15 |
B1.16 |
09:00 - 09:45 |
Keynote
Speaker
Ton van der Wiele |
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09:45 - 11:00 |
Session C1 |
Session C2 |
Session C3 |
Session C4 |
11:00 - 11:30 |
Coffee-break |
11:30 - 12:45 |
Session D1 |
Session D2 |
Session D3 |
Session D4 |
12:45 - 14:00 |
Lunch |
Room |
Auditório Nobre |
B1.14 |
B1.15 |
B1.16 |
14:00 - 14:45 |
Keynote
Speaker
Jens Dahlgaard |
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14:45 - 16:00 |
Session E1 |
Session E2 |
Session E3 |
Session E4 |
16:00 - 16:30 |
Coffee-break |
16:30 - 17:45 |
Session F1 |
Session F2 |
Session F3 |
Session F4 |
17:45 |
Closing ceremony –
Best paper award |
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Attendee registration
September 14, 18:00-19:30, Welcome Reception – Hotel
Guimarães
September 15, 08:00-17:00, Conference venue
September 16, 08:00-17:00, Conference venue
Keynote Speakers
Monday morning (chair: Frederic Marimon)
Designing Superior Services by Capitalizing on the
Convergence of Service Quality, Productivity and Innovation
A. Parasuraman - Full Professor, University of Miami
Monday afternoon (chair: Pedro Saraiva)
Evolving Challenges for Quality Management in an Age
Requiring Responsibility
Greg Watson - Chairman, Business Excellence Solutions
Tuesday morning (chair: Marti Casadesús)
Balancing Engineering and Management
Ton van der Wiele - Associate Professor, Erasmus University and
Quality Editor of the International Journal of Quality and
Reliability Management
Tuesday afternoon (chair: António Ramos Pires)
Building TQM & Excellence - does it pay?
Jens Dahlgaard - Full Professor, Linköping University and Chief
Editor of the International Journal of Total Quality Management
and Business Excellence
Parallel Sessions
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Monday, September 15 |
Session A1
(chair: Pedro Domingues) |
Standards I |
• Benefits of implementing Service Management Standard
ISO 20000
Santi Cots, Marti Casadesús, Frederic Marimon
• Reasons, benefits and difficulties associated with ISO
9001 certification for sugar and ethanol companies
Eduardo Salgado, Caio Ferreira, Carlos Henrique Mello, Carlos Eduardo da
Silva, Paulo Sampaio
• Analysis of training programs in the field of Quality
Management Systems in Spain
Luc Yaya, Frederic Marimon, Josep Llach, Merce Bernardo
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Session A2
(chair: Luís Lourenço) |
Quality Management and
Continuous Improvement I |
• Making Quality Management attractive for Small and
Medium Sized Enterprises
Willy Vandenbrande
• Laboratory Management considerations when working with
Nano-Engineered Materials
Shalini Singh
• Innovation, Total Quality and Performance: a study of
ISO 9000 certified organizations in Portugal
António Fernandes, Luís Lourenço, Maria José Silva
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Session A3
(chair: Pedro Marques) |
Supply Chain Quality
Management |
• LIPOR’s Value Chain
Inês Inácio
• Supply chain management practices and firms’
operational performance. An empirical study of Vietnam
garment industry
Huy Truong, Maria do Sameiro Carvalho, Ana Cristina Fernandes, Paulo
Sampaio, Duong Thi Binh An, Duong Hoang Hiep
• Literature review of QM and SCM: a perspective of
integration
Ana Cristina Fernandes, Huy Truong, Paulo Sampaio, Sameiro Carvalho
• An extensive structural model of supply chain quality
management and firm performance
Huy Truong, Paulo Sampaio, Maria do Sameiro Carvalho, Ana Cristina
Fernandes, Duong Thi Binh An
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Session A4
(chair: Síria Barros) |
Quality Management in
Portuguese I |
• Gestão da Qualidade e Terceirização: um estudo do
setor brasileiro
Roberto Figueiredo
• Referencial de Qualidade para a Indústria do Petróleo
e do Gás, baseado na ISO/TS 29001:2010 e a
aplicabilidade desses requisitos nos Tratamentos
Térmicos de Soldaduras, em conformidade com a EN ISO
17663:2009
Alexandre Silva
• Application of Routine Management in the Southern
Management Construction Sector in the Dispenser Company
of electric energy in the State of Ceará – Brasil
Maria Rocha, Mônica Araújo, Frederico Tavares, Francisca Figueiredo, Rosa
Marinho
• Application of Statistical Process Control to Evaluate
the Effectiveness of Replacing Ordinary Plumbing
Fixtures in an Educational Institution
Elisa Henning, Andreza Kalbuch, Leandro Zvirtes, Andrea Cristina Konrath,
Olga Maria Walter |
Session B1
(chair: Sérgio Sousa) |
Standards II |
• Do ISO 9001-certified hotels get a higher customer
rating than non-certified ones?
Iñaki Heras Saizarbitoria, German Arana, Erlantz Allur
• Gastronomy Management: a comparative analysis of the
existing quality standard
Raúl Escalante, Merce Bernardo, Joan Roca, Anna Arbussà
• A standard proposal for biological resources centres
Anabela Martins, Nelson Lima, Paulo Sampaio
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Session B2
(chair: Mariana Carvalho) |
Quality Management and
Continuous Improvement II |
• Quality management principles and practices impact on
the companies' quality performance
Síria Barros, Paulo Sampaio, Pedro Saraiva
• Process Performance Management: the impact of
performance indicators on the organizational
profitability
Hayat Awan, Ishaq Bhatti, Zahid Razaq
• Quality Scoreboard: a proposal
Pedro Domingues, Ana Gomes, Paulo Sampaio, Pedro Saraiva
• Accreditation Model for Local Health Trusts – a case
study
Ana Fonseca, Sónia Duarte Silva |
Session B3
(chair: Anabela Martins) |
Integrated Management
Systems I |
• How does Human Resource Management influence the
implementation of Integrated Management Systems?
Alexandra Simon, Merce Bernardo
• Integrated Management Systems in the Food Sector:
Insights from a Dairy Plant
Maria Gianni, Katerina Gotzamani, Fotis Vouzas
• An Integrated Vision for Urban Management
Paulo Sousa
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Session B4
(chair: Ana Monteiro) |
Quality Management in
Portuguese II |
• Learning Organizations: the IPP case
Rui Valente
• Metodologia para Desenvolvimento de Novos Produtos
Integrando Kansei e QFD
Waldemar Neto, António Ramos Pires
• Desafios à Governação Municipal em Portugal: o
desenvolvimento de um Modelo Integrado de Gestão ao
serviço do cidadão
Agostinho Cardoso
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Tuesday, September 16 |
Session C1
(chair: Iñaki Heras) |
Standards III |
• An exploratory study of the correlation between ISO
9001 certification and corporate performance of Italian
companies
Fiorenzo Franceschini, Maurizio Galetto, Luca Mastrogiacomo
• A literature review on internalization of quality
standards
Juan Tarí, José Azorín, Jorge Moliner, María Gamero
• ISO 9001:2015 Revision
Luís Fonseca
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Session C2
(chair: Patrícia Moura e Sá) |
Quality Management and
Continuous Improvement III |
• The mediating effect of advanced information systems
between quality management practices and performance
Josep Llach, Frederic Marimon, Maria Almeida
• Innovation for excellence in organizational management
Sónia Gomes Marques
• Improving the Quality of the Wine Tasting Process
Helena Alvelos, Ana Raquel Xambre, Ana Luísa Ramos, Leonor Teixeira,
Bento Amaral
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Session C3
(chair:
Alcina Portugal Dias) |
Integrated Management
Systems II |
• Quality Management and Integrated Management System of
Consultancy Company in Energy Sector
Bogomil Manchev, Boyka Nenkova, Emil Tomov
• Developing an integrated management system in a waste
treatment facility
Marco Marques, Isabel Silva, Pedro Domingues
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Session C4
(chair: Isabel Silva) |
Quality Management in
Portuguese III |
• Gestão da qualidade: um modelo para escritórios de
advocacia
Roberto Figueiredo, Priscila Pinto
• Gestão da Qualidade ISO 9001 em Incubadoras de
Empresas: a visão apartir do Processo de Análise Crítica
Arnaldo Gaio, Haroldo Clarim, Maria Gabriela Simões
• CRM in the libraries context: proposal of
implementation in CEFET/RJ Central Library
Lívia Lima, Rogerio Carvalho
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Session
D1 (chair: Willy Vandenbrande) |
Standards IV |
• ISO 9001 Certificate Withdrawal
Carlos Cândido, Luís Coelho, Rúben Peixinho
• Analysis of experiences on Quality Management Systems
in Spain: Background and statistical trends
Luc Yaya, Frederic Marimon, Alexandra Simon, Marti Casadesu
• Diffusion and efficiency of ISO 9001 in Portugal: a
qualitative and quantitative study from a holistic
theoretical perspective
Alcina Dias, Iñaki Heras-Saizarbitoria
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Session
D2 (chair: Eduardo Salgado) |
Quality Management and
Continuous Improvement IV |
• The influence of supplier partnership in the new
product development process: a literature review
Simone Sarges, Fernando Romero
• Methodology to reduce cancellations of scheduled
surgeries
Clara Bento Vaz
• Use of sectorial essential models in organizational
interventions aiming at the implementation of quality
assurance processes
Julião Mussa, João Álvaro Carvalho, Paulo Sampaio
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Session
D3 (chair: Elizabeth Cudney) |
Six Sigma I |
• Improving supply chain information sharing using
design for six sigma
Erin Mitchell, Jamison Kovach
• Six Sigma DMAIC project to improve the performance of
an aluminum die casting operation
Pedro Marques, Robert Matthé
• Use of Six Sigma strategy in the plastic injection
sector to reduce rejected pieces in a sewing industry of
Cariri-CE, Brazil
Ferreira Lima, Frederico Tavares, Francisca Figueiredo, Otavio Oliveira
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Session
D4 (chair: Marlene Amorim) |
Quality Tools I |
• Recommending actions criteria in FMEA: a survey in
Brazilian automotive companies
Dimas Aguiar, Valério Salomon
• Failure Modes Effects Analysis (FMEA) For Review of a
Diagnostic Genetic Laboratory Process
K. Claxton, Nicky Campbell-Allen
• An innovative approach for planning and execution of
pre-experimental runs for Design of Experiments
Muhammad Farooq, Henriqueta Nóvoa, António Araújo, S. Tavares
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Session
E1 (chair: Maria João Rosa) |
Quality Management in
Higher Education |
• Trade-offs between teaching and research activities as
antecedents of student satisfaction
Jasmina Berbegal-Mirabent, Marta Mas, Frederic Marimon
• A systematic literature review on quality management
in higher education: a trend towards integration
Maria Manatos, Claúdia Sarrico, Maria J Rosa
• A Comprehensive Internal Quality Assurance System at
University of Minho
Isabel Santos, Graciete Dias
• The impact of the field of study on students’
perceived quality in a Higher Education Institution
certified by ISO 9001
Renata Freitas, Vanda Lima
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Session
E2 (chair: Maria Sameiro Carvalho) |
Quality Management and
Continuous Improvement V |
• The role of quality management practices in
operational performance: an empirical study in a
transitional economy
Huy Truong, Paulo Sampaio, Maria do Sameiro Carvalho, Ana Cristina
Fernandes, Duong Thi Binh An
• Financial and non-financial performance improvements
through the extensive use of quality cost information
Jorge Novas, Margarida Saraiva, António Ramos Pires
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Session
E3 (chair: Jamison Kovach) |
Six Sigma II |
• Design for Six Sigma (DFSS): an application to the
service sector
Pedro Marques, Pedro Saraiva, José Requeijo, José Correia, Francisco
Guerreiro
• Using a Six Sigma Project to Improve Canteen Quality
and Management
Alberta Araújo, Rui Lima, Gilberto Santos, Diogo Moreira, M. Rui Alves
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Session
E4 (chair: Isabel Lopes) |
Quality Tools II |
• Analyzing the feedback structure of failure management
in manufacturing systems
Henrik Glöckner, Robert Schmitt
• Acceptance Sampling for Non-Gaussian Variables with
Robust Methods – Part II
Elisabete Carolino, Isabel Barão
• Applying quality management practices in small
companies: a case of 5S implementation in a Portuguese
manufacturer
Carla Pires, Marlene Amorim
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Session
F1 (chair:
Henriqueta Nóvoa) |
Quality Management in
Services I |
• Identifying and solving some conceptual issues
associated with the adoption of a generic service
quality scale: the E-S-QUAL case
Luc Yaya, Frederic Marimon, Marti Casadésus
• Assessing service quality in public transport: the
causal role of demographic characteristics and any
perception difference among the subcategories
Luc Yaya, Mireia Fortià, Carme Canals, Lluís Soler
• Understanding Customer Value: Case Application in Call
Centers
Elizabeth Cudney, Vaibhav Adewar
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Session
F2 (chair: José Sarsfield Cabral) |
Quality Management in
Services II |
• Assessing Customer Satisfaction and Loyalty in the
Retail Sector
Ana Rita Biscaia, Maria João Rosa, Cláudia Sarrico
• The evolution of service quality measurement scales: a
review of the applications and extensions of SERVQUAL
Marlene Amorim
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Session
F3 (chair: Luís Fonseca) |
Total Quality Management |
• Total Quality Management and best practices to
evaluate a management of change project
Fernanda Fontes, Adherbal Netto
• Analysis of the EFQM Excellence Model as a Tool for a
Sustainable Business Approach
Francisco Duarte, José Oliveira
• A Study of Critical Success Factors in Applying
Thailand Quality Award Framework in an Electronic
Manufacturing Company: A Case Study
Chaicharit Kittichai, Rachavarn Kanjanapanyakom, Prapaisri Ayudthya
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Session
F4 (chair: Estela Vilhena) |
Quality Tools III |
• Redesigning a job using the QFD approach: the case of
the customer service in a call centre
Ana Cristina Sá, Patrícia Moura e Sá
• The utilization of Z and W charts for controlling
service processes
José Gomes Requeijo, Rogério Puga-Leal, Ana Sofia Matos
• Manufacture optimisation with the criation of the
method quality execution systems: fusion of the systems
SCADA, E.R.P. and M.E.S. and use of basic quality tools
Carlos Santos, Vanessa Brandão |