International Journal for Quality Research

8

Authors: Radoica Luburic, Milan Perovic, Rajko Sekulovic

The authors of the paper analyze risk management processes contained in the model considering its longstanding application in many European organisations. The paper also analyses quality management system (QMS) standards and risk management (RM) standards. It particularly addresses the process approach to QMS which, when coupled with active involvement of employees and constant improvements, makes this approach interesting as the topic of this paper. The analyses herein resulted in integrating the process approach in the "Three Lines of Defence" model with the primary objective of the model strengthening. This is to be achieved by integrating "process owner" and "risk owner" in one person or one management team in any process with its own risk.

12

Authors: Eduardo G. Salgado, Elizabete Ribeiro Sanches da Silva, Carlos Eduardo Sanches da Silva, Carlos Henrique Pereira Mello

Effectiveness of quality management in the effort to satisfy customers' expectations has been questioned both by academicians and practitioners. In the course of the evolution of quality, very important theories have been developed in the field but failed to satisfy customers' expectation. The aim of this paper is to examine the challenge and develop a new method to address it. Following a literature review on the evolution of the concept of quality, confusions and limitations in the present paradigm are clarified. Then the future quality paradigm is proposed, and two practical cases are presented to substantiate the new approach. Quality management evolved from product inspection at the final stages of the production process. Basically, manufacturers take care of quality up to the point where a product is delivered to a customer. Product failure occurs due to various reasons after purchase. However, this happened or discovered during operational phase of the product which subsequently result in dissatisfaction for the users after purchase. To address this misalignment, all inclusive approach called Lifecycle Quality came into being as the future generation's paradigm. Misalignment between the manufacturer and the customer's desire in the operational phases of a product life-time leads to market loss to the former and dissatisfaction to the latter. Considering lifecycle quality of the product will definitely resolve the occurrence of such undesired outcomes affecting the two parties.

12

Authors: Osmo Kauppila, Janne Harkonen, Seppo Vayrynen

The integration of health and safety, environmental and quality (HSEQ) management systems has become a current topic in the 21st century, as the need for systems thinking has grown along with the number of management system standards. This study aims to map current developments and trends in integrated HSEQ management. Three viewpoints are taken: the current state of the main HSEQ management standards, research literature on integrated management systems (IMS), and a case study of an industry-led HSEQ cluster in Northern Finland. The results demonstrate that some of the most prominent current trends are the harmonization of the high level structure of management systems by ISO, the evaluation of IMS, accounting for the supply chain in HSEQ issues, and sustainability and risk management. The results of the study can be used by practitioners to get a view of the current state of HSEQ management systems and their integration, and by researchers to seek out potential directions for HSEQ and IMS related research.

14

Authors: Marta Kadlubek, Janusz Grabara

The article presents chosen aspects of logistic customer service quality. In the first part of the paper, the authors describe theoretical issues of logistics service quality and Servqual method. The reference of chosen theoretical aspects of logistic service quality in relation to Servqual method and their presentation and analysis afterwards on practical example is the main aim of the article. Customers' expectations and experiences towards the logistics customer service were examined as two fundamental areas which allow for recognizing the quality aspects of the customer service in commercial cargo motor transport enterprises. Evaluation of the level of customers' expectations and perception toward particular elements of logistic customer service offered to 294 customers by 147 Polish commercial cargo motor transport enterprises was realized.

16

Authors: Galina Mozhaeva, Nina Aniskina, Polina Mozhaeva Renha, Galina Serbina

In this article are presented the results of research of development of VET quality in Russia and possibilities of adaptation of the new European standard on VET quality Common Quality Assurance Framework (CQAF) in Russia. The results of two questioning of teachers and heads of establishments of the higher professional education and VET are analyzed. The comparative conclusions by results of questioning of VET-experts in Russia, Sweden, Netherlands, Austria, Italy and Turkey are presented. The results of questioning are confirmed by conclusions from the interview (focus groups) among leaders and teachers of the Russian educational institutions and a national seminar on discussion of the Guidelines developed by the European experts for leaders of educational institutions on the development of VET quality. The practical value of the Guidelines and model of quality CQAF for the Russian educational institutions are defined.

20

Authors: Cristiano Fragassa

Gres Porcelain stoneware is a ceramic with a compact, hard, coloured and non-porous body. It is largely used as building materials, for a quality architecture, offering high resistance to impact, stress, wear, scratching, frost, chemical attach and stains. It is produced in flat tiles, billions of tons per year. A very prominent technology, based on a pyroclastic deformation, permits to obtain bended porcelain tiles as innovative solutions for a modern architecture. This technology is grounded on a proper combination of heavy machining by cutting tools and secondary firing in a kiln. This new element, the bended tile, can be used in several innovative applications (as steps, shelves, benches, radiators...). But, new functions require a better and in-depth knowledge of these materials, especially referring to the mechanical proprieties. This paper investigates the limits of applicability of ISO standards for the quality classification of ceramics and experimental measures of their mechanical proprieties