The role of individual accountability in promoting quality management systems

Article Abstract:

Employees of a gas producer in Netherlands were surveyed and interviewed to study the significance of individual accountability in endorsing the use of quality management systems (QMS). It was found that while personal accountability and social support have positive effects on the relationship between system clarity and belief, these factors negatively affect the relationship between clarity and use of QMS. The correlations of personalized responsibility, social support and system clarity are further analyzed to form a behavior framework for QMS.

Netherlands, Quality Control Management, Methods, Usage, Influence, Quality control, Individual responsibility

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Conceptual model of student satisfaction in higher education

Article Abstract:

A student satisfaction model was tested on 250 students from state universities in Portugal, to investigate which factors lead to students being satisfied in higher education. It was found that the variable image has the most impact on student satisfaction, with variables value and quality perceived following next. Benefits of student satisfaction, particularly student loyalty, is discussed.

Portugal, Evaluation, Graduate students, Beliefs, opinions and attitudes, Education, Higher, Higher education

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The refined Kano's model and its application

Article Abstract:

The applicability of Kano's model, in combination with quality function deployment and the development of an importance-satisfaction (I-S) model are discussed. The refined Kano's model and the I-S model are good tools for industries to use in analyzing key quality attributes and they also enable firms to obtain much more valuable information.

Total quality management

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