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Adapting of marketing research methodology “Mystery Shopping” to the specifics of retail self-service shops
Yu.K. Antipona,D.V. Sorochan
Marketing ì Mened?ment Innovacìj , 2012,
Abstract: The article shows the innovational approaches of carrying out marketing research of the service quality in the retail self-service shops with the help of Mystery Shopping method. The algorithm of making marketing research Mystery Shopping in the self-service shops was developed.
PRODUCT REALIZATION AND SERVICE PROVISION IN HERBAL DRUG RESEARCH AND DEVELOPMENT ACCORDING TO ISO 9001  [PDF]
Ameh Sunday,Garba Magaji,Gamaniel Karniyus
Journal of Pharmaceutical and Scientific Innovation , 2012,
Abstract: Background: Product realization according to the International Organization for Standardization (ISO) includes: planning of product realization; customer-related processes; design and development; purchasing; production and service provision; and control of measuring and monitoring equipment, as specified in the 7th clause of ISO 9001. Purpose: The article takes a critical look at product realization as per ISO 9001and the critical stages of herbal drug research and development (R&D) from traditional medicine (TM), with a view to synthesizing a framework that can be used to introduce quality into herbal products from the stage of ethnobotanical survey, through product conception and development, up to the stage of clinical trials.Methodology: The provisions of the 7th clause of ISO 9001 and the WHO model of herbal drug R&D as adopted by the Nigerian National Institute for Pharmaceutical Research and Development (NIPRD) were determinatively reviewed and fused to yield a framework which is then discussed in the context of guiding herbal drug R&D from TM. Results and Discussion: The resulting tabular framework is discussed in terms of the applicability of the provisions of the 7th clause of ISO 9001 to the critical stages of herbal drug R&D at NIPRD, with the aim of introducing quality into herbal drug products.Conclusion: The provisions of ISO 9001’s 7th clause can be applied, albeit selectively, in introducing quality to herbal drug products developed from traditional herbal medicine.
ISO 9001 Implementation Barriers and Misconceptions: An Empirical Study  [cached]
Sabah M. Al-Najjar,Maha K. Jawad
International Journal of Business Administration , 2011, DOI: 10.5430/ijba.v2n3p118
Abstract: Despite the widespread use of ISO 9001 and the many certified organizations in the Arab countries, only five Iraqi organizations were ISO certified at the end of 2008. The purpose of this empirical study is to examine the various barriers and misconceptions that impede ISO 9001 implementation in the service and manufacturing sectors in Iraq. In order to identify these factors a structured survey was conducted using a random sample of 50 directors in service and manufacturing organizations in Baghdad. The analysis of the survey revealed nine important factors that hinder the implementation of the standards; lack of top management commitment heads the list. In addition, ten misconceptions were identified by this study, including the top ranked belief that ISO 9001 uncovers job security. The study suggested the need to formulate a national strategy to meet the emerging ISO requirements which will enable Iraqi organizations to achieve superior quality of goods and services. This study contributes to the body of knowledge in the area of quality management systems with particular interest on Iraq. The findings of this work are limited by the sample surveyed and the geographical limits, however, the findings reached carry many implications for policy- makers in Iraq.
SINERGI ISO 9001:2000 - CMMI PADA INDUSTRI PENGEMBANG PERANGKAT LUNAK
Leo Willyanto Santoso,Yulia Yulia
Jurnal Informatika , 2005,
Abstract: All sectors of society including softwere industry, have a big concern about quality, both of product quality and service quality. The need to manage risk, has a strong relation with quality and increases system complexity. Standarization in determining quality, ISO is a must for all software developer. If we study further, ISO 9001:2000 still has some weakness especially for implementation in software product. This paper presents a comparative analysis of quality approaches to risk management. This paper also provide a general overview of all the risks aspects treated in ISO 9001:2000 standards and CMMI model version 1.1. In this research, we obtain a strategy to implement ISO 9001:2000 and CMMI together when we make a planing to increase software process. Besides it produces analysis how to change position from ISO 9001:2000 to CMMI. In the implementation on software industry PT 'X', obtain get various benefits that has never been obtained before. Abstract in Bahasa Indonesia : Semua hal dalam hidup ini selalu memperhatikan masalah kualitas, baik itu berupa kualitas produk ataupun kualitas layanan. Pada industri perangkat lunak, hal ini tidak dibedakan, kebutuhan untuk menghasilkan produk yang berkualitas akan meningkatkan kekompleksan dari sebuah sistem. Standarisasi dalam penentuan kualitas, ISO sudah menjadi keharusan bagi para pengembang perangkat lunak. Apabila diteliti lebih lanjut, ISO 9001:2000 masih mempunyai banyak kekurangan, khususnya untuk diaplikasikan dalam produk perangkat lunak.Pada penelitian ini, akan dibahas analisis perbandingan dengan melakukan pendekatan kualitas untuk meningkatkan proses perangkat lunak dengan melakukan mapping antara ISO 9001:2000 dengan CMMI. Hal-hal yang dibahas berupa aspek-aspek dari standard ISO dan CMMI versi 1.1. Pada penelitian ini, dapat diperoleh strategi untuk menerapkan ISO 9001:2000 dan CMMI secara sinergi ketika merencanakan untuk melakukan peningkatan proses perangkat lunak. Selain itu, dihasilkan juga analisis bagaimana untuk beralih dari ISO 9001:2000 ke CMMI. Dalam penerapannya pada industri perangkat lunak, PT 'X', diperoleh berbagai keuntungan yang sebelumnya tidak didapatkan. Kata kunci: ISO, ISO 9001:2000, capability maturity model integrated.
Benefits of the ISO 9001 and ISO 14001 standards: A literature review
Juan José Tarí,José Francisco Molina-Azorín,I?aki Heras
Journal of Industrial Engineering and Management , 2012, DOI: 10.3926/jiem.488
Abstract: Purpose: The purpose of this paper is to determine the similarities and differences between the benefits derived from implementing the ISO 9001 and the ISO 14001 standards. Methodology/Approach: The paper reviews the literature using an electronic search in the ScienceDirect, ABI/Inform, Emerald databases to identify papers focusing on the adoption of the ISO 9001 and 14001 standards and the benefits derived from implementing them. Findings: The paper identifies 82 articles about ISO 9001 and 29 about ISO 14001. Although some differences can be observed between the benefits considered by ISO 9001 and 14001, there is a great degree of coincidence in the benefits studied. The review suggests 13 benefits as the most usually analyzed (including environmental performance for the case of the ISO 14001 standard) by scholars. It is suggested that both standards have clear benefits on operational, people and customer results and that the effects on financial performance are inconclusive. Limitations/implications: One limitation of this paper is that the works identified are conditioned by the search strategy used. In addition, other key words could be included in future studies such as operational, market, quality, financial performance, and customer satisfaction in order to expand this search. Originality/Value: The main contribution is that the paper identifies the literature gap and future research proposals with regard to the benefits of the ISO 9001 and ISO 14001 standards.
Licensed Lenders' Services to Indonesian SMEs: 'Mystery Shopping' Results  [cached]
Raymond Struyk,Samuel Haddaway
International Journal of Economics and Finance , 2011, DOI: 10.5539/ijef.v3n3p3
Abstract: Formal Indonesian lenders see small firms in particular as the main opportunity for expanding their financial services business. How does this translate into the experience of a small firm owner who applies for a loan? This question is addressed by 52 “mystery shopping” visits to 26 lenders in the Jakarta region. Three areas are investigated: service quality, competition and cross selling. The results show that service quality has significant room for improvement. While there is considerable scope for competition among lenders, with substantial variation across banks in terms of products offered and loan requirements, there is very little variation within a bank branch, i.e., most banks offered just one product to the customer. Very little cross-selling is done, indicating a real opportunity for improvements in service. Overall, the lack of proactive service by lenders places the burden of identifying superior financial products squarely with small firms.
Design of an enhanced Integrated Management System with Customer Experience Focus: The Business Process Framework (also known as eTOM) and ISO9001 Together  [PDF]
Mounire Benhima,John P. Reilly,Hamid Benhima
International Journal of Computer Science Issues , 2012,
Abstract: The purpose of this paper is to suggest an enhanced Process model with customer experience focus and its related documentation structure applicable to many industrial contexts. Since the Business Process Framework, also known as eTOM, is originally a Process Model for Telco industry and now being used broadly in many industries, ISO9001 is a historical and generic standard with customer focus, and there is always a question about how to integrate the Business Process Framework and ISO9001, the enhanced process model will be based on the integration of the Business Process Framework and ISO9001 highlighting the customer aspects to meet the current trends within Telco and many other industries. The management system, containing the organization, the processes based on this integration, and the performance management system is called an Integrated Management System (IMS). The paper focus is on the processes and its introduction is about Telco Business context since the Business Process Framework was born within this industry. But, the suggested IMS is applicable to many service companies and many organizational units of any industry (Ex.: any Information System organizational unit, with its service Portfolios, of any industry) since the Business Process Framework and ISO9001 are too.
Quality management in services – requirements of the standard ISO 9001:2000 and the model CAF
Gabriela Bogdanovská,?ubica Floreková,Ján Terpák
Acta Montanistica Slovaca , 2007,
Abstract: This paper presents the quality management in services and compares a difference between the requirements of the International Standard ISO 9001:2000 Quality Management Systems” and The Common Assessment Framework.The International Standard ISO 9001:2000 Quality Management Systems. Fundamentals and vocabulary.” Describes the service the result of at least one activity necessarily performed at the interface between the supplier and customer and is generally intangible.The customer isan operative element of the quality management system. The quality management system is that part of the organization’s management system that focuses on the achievement of results, in relation to the quality objectives, to satisfy the needs, expectations and requirements of interested parties, as appropriate.The organization shall establish, document, implement and maintain a quality management system and continually improve its effectiveness, also after the follow-up certification that obtain a competitive advantage, by the application standard ISO 9001:2000 "Quality management systems. Requirements." The measurement result is composite at a public organisation, because it is that branch service in which they are specified as a long-time destination. The CAF has been designed for use in all parts of the public sector, applicable to public organisations at the national/ federal, regional and the local level. Using the CAF provides an organisation with a powerful framework to iniciatite a process of continuous improvement.
Understanding ISO’s 9001 Benefits and Research through an Operations Strategy Framework  [PDF]
Borut Rusjan,Pavel Castka
Managing Global Transitions , 2010,
Abstract: Despite the success that the ISO 9001 standard has achieved it has been extensively criticized and empirical studies have shown controversial results about its impact on performance. Our conceptual study was motivated by the mentioned dilemma about iso 9001 effectiveness, and the controversy that this dilemma raises in literature on the one hand and on the other by almost exponential growth of certifications among companies world-wide. It is our opinion that in order to understand results related to ISO 9001 implementation we need to take a step back from empirical research and instead try to analyze iso conceptually by taking into account also the results of empirical studies implemented in the past. The purpose of the paper is to clarify the purpose of implementation of ISO 9001 and, in relation to this purpose, to analyze different possible benefits resulting from its implementation. In order to achieve this purpose our goal is to analyze the criticism of the old ISO 9001:1994 by using a specific framework of the operations strategy theory. The paper emphasises that in accordance with its conformance purpose, ISO 9001 is successful in building conformance capability and that by using ISO 9001 practices companies can also benefit in relation to production economics through improved process efficiency and to other competitive capabilities. It also emphasises that empirical results expected from ISO 9001 implementation are strategy contingent and therefore this should be taken into account in designing empirical studies about ISO’s benefits.
Applying ISO 9001 and CMMI in Quality-Oriented Knowledge Management
Yin-Ho Yao,Hsin-Kuo Lee
International Journal of Electronic Business Management , 2004,
Abstract: ISO 9001 Quality Management System (QMS) and Capability Maturity Model Integration (CMMI) are quality management technologies, which can be applied to the software industry. This paper adopts these two management technologies to improve software process quality. ISO 9001 stresses the importance of building a QMS complying with the ISO guidelines of documation. CMMI stresses the importance of building a process improvement model following the CMMI documentation guidelines. In addition, knowledge management (KM) technology transforms these quality-related documents into valuable knowledge that can be utilized effectively and efficiently throughout the entire software organization. The objective of this paper is to apply and integrate ISO 9001 and CMMI in a quality-orientated knowledge management system for software process improvement (SPI). Focusing on the combined approaches and methodologies, the software process of a real software company is analyzed for designing a web-based prototyping quality-orientated KM system. The main functional modules of the system include creating, archiving, querying and managing the ISO and CMMI based quality system document. With the prototyping system, this paper confirms the benefits and synergies of the quality system for software development and process improvement. This paper also provides the transformation guidelines from ISO 9001 to CMMI for software companies to enhance the quality-orientated knowledge management of software processes.
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