International Journal for Quality Research

6

Authors: Marta Bogusławska-Tafelska, Adam Lecko

The paper theoretically explores the limitations of the statistical method. Specifically, we point to the inapplicability of statistics in the studies on living systems. Western interdisciplinary sciences, natural sciences and humanities, often analyze data and develop the lines of argumentation as endorsed by the statistical analysis. In the present study, we select several theoretical, applicational problems which question this methodological in the studies on living systems. Paradigmatic/philosophical considerations, the improbability principle, or the correlation between the variables in the research are among the themes we focus on in our paper. The underlying idea is that life processes and the living world operate in a reality which is both linear and nonlinear, local and nonlocal. Hence, the methodology of research into these living realms needs to bypass the computational approaches and algorithmic modelling. We argue that statistics (as a branch of mathematics) cannot be decisive as regards research and applicational programs on living systems.

10

Authors: Wiseman Mbatha, Alaa Garad

The aids from London to Saint Helena is currently being reduced due to global economic challenges. Despite these economic challenges, public healthcare in developed and underdeveloped countries has introduced the TQM approach since the 80s to facilitate change, increase team involvement, and improve the quality of healthcare services while saving costs (Chiarini & Vagnoni, 2017). If TQM can be introduced in the health directorate of Saint Helena Island, it can bring about a culture of quality healthcare services; thus, the main customers (patients and employees) will be satisfied while saving costs, which have long-term benefits (van Schoten et al., 2016). Reduced costs of poor quality, effective implementation of TQM will lead to a significant reduction in costs of poor quality, such as rework and patients suing the hospital. There are many more benefits of implementing TQM in healthcare that is not listed by this study stated by other researchers in quality management. This is an empirical study to examine the possibility of TQM implementation in Saint Helena General Hospital (SHGH) to define TQM in healthcare further and to propose an implementable framework. The primary research question for this study is the implementation of TQM in the remote island of Saint Helena General hospital possible. The study attempted to answer the following questions 1) What TQM means in healthcare services. 2) What are the benefits of TQM implementation within hospitals? 3) How to apply TQM in hospitals? The study proposes a framework to implement TQM in SHGH.

14

Authors: Essam Khalid Osaysa

This review aimed at providing a systematic review of the current status of marketing analytics systems, and identifies possible areas of improving their quality. A total of 49 papers were shortlisted and reviewed under different sections. The following general trends could be noted. Marketing analytics involves complex processes of analysing large volume of qualitative and quantitative data over a period of time to evaluate the success of marketing activities in terms of firm performance. Many successful firms have used this technique and this is one reason behind their improved performance. Many leading business organisations are using marketing analytics, the full potential is yet to be realised in spite of continuous arrival and further development of new software technologies and processes of marketing analytics. Especially, big data analytics offer more precise measurement and prediction of customer engagement and buying behaviour. At the same time, there are also challenges and barriers of top management support, lack of funds and resources, lack of enthusiasm, lack of skills and above all how to take decisions based on the results of marketing analytics. Addressing these challenges can improve the quality of marketing analytics systems and the ultimate results. This research has practical implications for firms which use marketing analytics systems.

14

Authors: Subrata Talapatra, Gilberto Santos, Anindya Gaine

This study inspects young generation's gratification with their food facility establishments. A structured model was assembled from accessible information by means of data from several restaurants. The study result suggests that the fourteen major variables that elucidate customer satisfaction embrace service quality, ambience, sitting arrangement, privacy, VAT and taxes, washroom facility, food quality, staff behavior and price. Interpretive Structural Modeling (ISM) was applied to realize the mutual connections amid the fourteen barriers identified by survey. This work seeks to recognize which barriers are acting as the utmost dominant aimed at the adoption of total customer satisfaction and this result is helpful for eatery business to make greater profit and achieve reputation by removing the dominant barriers.

14

Authors: Irwan Sukendar, Brav Deva Bernadhi, Basri

This paper the risk of supply chain systems using the method of Supply Chain Operation Reference (SCOR), House of Risk (HOR) and Fuzzy Analytical Network Process (FANP). The SCOR method is used to identify risks that will appear in the supply chain flow by dividing into five processes, namely plan, source, make, deliver, and return. Furthermore, the HOR method is used to identify risk sources so as to obtain the aggregate risk potential (ARP). As for designing risk handling, the FANP method is used so that it produces a sequence of weights from risk handling. A case in a paralon pipe company was used for the application of research. From this study, 25 risk events and 25 risk sources were identified to get 25 Aggregate Risk Potential (ARP). The Pareto chart is used to get 10 Risk agents. The HOR method is used to obtain 23 alternative risk controls. Furthermore, the FANP method is used to determine the priority of 23 risk controls. And with a table, we get the priority order of risk control.

16

Authors: Monika Hamerska, Monika Ziółko, Patryk Stawiarski

This paper investigates the phenomenon of micromobility, with particular emphasis on e-scooter sharing services. The aim of the study is to assess the quality of such services in the opinion of users in Polish cities. The research utilizes the Servqual method and the Kano model to assess the perception of quality of sharing e-scooters services. On the one hand it identifies the features that shape customer satisfaction or dissatisfaction and on the other it indicates areas where expectations are not realized and require improvement. The results show, which factors most strongly affect the satisfaction of e-scooter users and that the expected quality of e-scooter services is not sufficient in any of the outlined areas. Findings also prove that customer satisfaction in individual cities is different. This paper can be useful to sharing operators, local authorities deciding on new operator market entry and finally for the e-scooter users.

16

Authors: Tamara Gvozdenovic, Pavle Popovic, Aleksandra Kokic Arsic

Project management concept has become an indispensable approach, especially when it comes to investment projects characterized by great complexity, huge investments, long duration, a number of participants during execution as well as other parameters. All current principles of project management rely on principles, knowledge and experience in quality management and risks. On the other hand, modern business doing is characterised by strong competition, decreased market share of enterprise, uncertainties and other issues. Contemporary solution for the problems is in integration of business activities. CIPM (Computer Integrated Project Management) is contemporary concept for development of business system which offers direction for problem solution using a computer (part of marking Computer) for integration (par of marking Integration) project management (Project Management). Enterprise gets more efficient by applying CIPM.

18

Authors: Elena V. Sibirskaya, Lyudmila V. Oveshnikova, Natalia A. Shchukina, Evgeniya P. Tenetova, Natalya P. Kuznetsova

The study is devoted to the quantitative assessment of the population life quality of the regions of the Russian Federation, obtained based on official statistical data for 2010-2018. The integral indicator of the population life quality is formed based on the values of 33 socio-economic indicators combined into seven groups. The dynamics of changes in the average Russian integral indicator shows a decrease in the standard of living of the population during the period under review. To conduct a comparative analysis of changes in the living standard in the subjects of the Russian Federation for each region, total increments of the integral indicator and its components were obtained. The stable classification of the Russian Federation regions the according to the population life quality is obtained by cluster analysis methods. A significant disproportion in the rate of change in the living standard of the regions was revealed and 13 atypical regions were identified.

18

Authors: Gustavo Marchisotti, José Rodrigues Filho, Sérgio França, Roberto Toledo, Hélio Castro, Cátia Alves, Goran Putnik

This paper aims to analyze the negative perception about the ability to generate value from a Governance System (GS). A model that would explain the reason for the less positive perception regarding the ability to generate value from the GS of the organizations, from the analysis of the relationship between the constructs Hybridism, GS, Accountability and Perception of Value based on IR, was proposed and validated with structural equation modeling (SEM), based on 658 responses from professionals of Brazilian organizations from the public, private and non-profit sectors. It is suggested that conflicts related to organizational hybridism negatively influence the results orientation of the GS, which in turn influences the imbalance of its Accountability. As a result of the GS's loss of results orientation, and considering the IR capitals in the disclosure of results, there is a negative perception of the GS's ability to add value to the results.

22

Authors: Zhanna V. Gornostaeva, Yulia S. Chernysheva

The purpose of this paper is to substantiate the advantages and to develop applied recommendations for marketing management of quality based on industrial and manufacturing engineering of project activities, in view of the specifics in social and technological entrepreneurship. Originality and novelty of the research are due to its following competitive advantages as compared to the existing published works. Firstly, the essence of quality management based on industrial and manufacturing engineering of project activities in the unity of social and technical criteria of quality is specified. Secondly, the specifics of the COVID-19 are determined, and the recommendations and qualitative landmarks for quality management for the purpose of economic crisis management are offered. Thirdly, the advantages are substantiated, and perspectives of marketing quality management for its systemic increase in view of all modern criteria are determined. Fourthly, the corresponding recommendations for managing products' quality separately for social and technological entrepreneurship are offered. The contribution of this paper to development of the theory and practice of quality management consists in development of marketing tools of quality management, substantiation of differences between quality management in social and technological entrepreneurship, consideration of influence of the COVID-19 crisis on quality, and development of the framework foundations for preventing the reduction of quality.