Book 2014

Action-Based Quality Management

Strategy and Tools for Continuous Improvement

Editors:

ISBN: 978-3-319-06452-9 (Print) 978-3-319-06453-6 (Online)

Table of contents (13 chapters)

  1. Front Matter

    Pages i-x

  2. No Access

    Chapter

    Pages 1-12

    Quality Management and Performance in the Hotel Industry: A Literature Review

  3. No Access

    Chapter

    Pages 13-25

    Two Views for Understanding How TQM Fosters Learning and Value Innovation: Absorptive Capabilities and Action-Based Management

  4. No Access

    Chapter

    Pages 27-41

    An Application of SERVQUAL Model in Termas of Chaves

  5. No Access

    Chapter

    Pages 43-51

    Management by Processes: An Effective Tool for Employee Motivation

  6. No Access

    Chapter

    Pages 53-65

    Eco-Management and Audit Scheme: Effects on the Profitability of Their Adherence

  7. No Access

    Chapter

    Pages 67-81

    An Integrated View of the Use of Quality Cost Information, the Improvement of the Quality Management System and Effects on Performance: A Study in Portuguese Companies

  8. No Access

    Chapter

    Pages 83-96

    Processes Approach, Quality Management and Key Business Results

  9. No Access

    Chapter

    Pages 97-113

    Quality Management Systems ISO 9901 and the Use of High Involvement Work Practices

  10. No Access

    Chapter

    Pages 115-125

    Implementing Multiple Management Systems: Is It Sustainable?

  11. No Access

    Chapter

    Pages 127-141

    The Impact of TQM Critical Success Factors on Business Performance. The Mediating Role of Implementation Factors in Linking Enabler and Instrumental Factors

  12. No Access

    Chapter

    Pages 143-155

    Student Perception of Quality in Higher Education Institutions

  13. No Access

    Chapter

    Pages 157-173

    Optimisation Methodology Based on Genetic Algorithms to Increase the Quality and Performance in Autotrading Robots

  14. No Access

    Chapter

    Pages 175-192

    Implementation Methodology of Effective Governance to Ensure the Quality of IT Service

  15. Back Matter

    Pages 193-196