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The CIO2017 Proceedings contains the contributions presented in the XXI Congreso de Ingeniería de Organización / 11th International Conference on Industrial Engineering and Industrial Management. This International Joint Conference is promoted by ADINGOR (Asociación para el Desarrollo de la Ingeniería de Organización). The conference has been organised by the Research Centre on Production Management and Engineering (CIGIP) and Re-engineering, Organisation, Group Work, and Business Logistics Research Group (ROGLE) at Universitat Politècnica de València (UPV). The CIO2017’s motto is: “Engineering Digital Transformation”. The mission of the Conference is to promote links between researchers and practitioners from different branches, to enhance an interdisciplinary perspective of industrial engineering and management. It will be a conference of very high standards, built on the experience of previous editions of CIO conferences. We would like to thank all those who have sent in their work, because these works, after their revision and acceptance, constitute the essential nucleus and raison d´être of this conference. In addition, we give an especially warm welcome to our keynote speakers, coming from business and academic world, whose presence at the plenary sessions is an honour for us and which makes the conference more relevant. Likewise, we would like to express our recognition of the effort and work put in by all those people who have made it possible to organize CIO2017. We pay tribute to the Programme Committee who with the thoroughness of their supervision have assured the quality of the accepted papers, to the institutions and sponsors for their trust and support, and to the members of the organizing committee for their keen motivation to ensure there were no loose ends, an almost impossible mission, and to all the people who have directly or indirectly influenced in the smooth progress towards the conference.

Title: Leadership Driving Successful Implementation of Continuous Improvement Programs - A Case Study Using the Path Goal Model Authors: Johanna Gustafsson, Paulina Hornay Supervisors: Stein Kleppestø, Ph.D., Associate professor, Department of Business Administration, School of Economics and Management, Lund University. Peter Berling, Associate professor, Department of Industrial Management and Logistics, Lund University. Ola Ljunggren Bergeå, Consultant at C2 Management Issue of study: In the complex and ever changing business environment of today, the need for continuous improvements (CI) in organizations is widely recognized. While quality concepts such as Six Sigma and Lean come and go, the implementation of continuous improvement programs is suggested to create a more sustainable approach by integrating small improvements in the everyday work life and culture of organizations (Ahlström, 2015). C2 Management, a Stockholm-based consultancy firm specializing in continuous improvements, has observed large differences in how well their customers succeed in implementing CI programs as part of their quality management initiatives. A pre-study of data from their customers confirmed this observation. This raises questions about what drives the successful implementation of continuous improvements programs? A literature study of factors for successful implementation of CI programs resulted in a list of activities crucial to CI. When asking four case companies what activities they perform in their work with continuous improvement, to some extent they all conduct most of the activities on the list. This raises further questions about successful implementation. Perhaps it is not about what managers do, rather about how they do it? As Kaye and Anderson (1999) states that leadership by all managers is an important driver for maintaining and implementing successful CI programs, the connection between leadership and CI is interesting to investigate. This study will use the Path

While varies of supply chains are working on moving products towardsthe end consumers, there is also an increasing amount of productsbeing sent back. This has meant an increasing importance of the returnmanagement process. As many businesses have realized that the returnprocess has little connection with their core value, the idea ofoutsourcing return management crossed the mind of many companies.Third-party logistics (3PL) provider have also sensed the opportunityand begun to explore the possibility of providing such services forcompanies in need.

Purpose –The focus of all quality initiatives is value creation and the understanding of customer value. With that said, it is surprising how non-visual, and noticeably blunt, the current tools for capturing and visualizing customer value sometimes appear in practice. The purpose of this paper is hence to explore and elaborate the ability of capturing and visualizing value creation, setting out from a new marketing tool referred to as attribute-value mapping. Methodology/Approach – In order to fulfill the purpose of this paper, the attribute-value mapping tool has been applied, explored and elaborated as part of case studies within the area of societal entrepreneurship. The data have been collected as part of an annual course in societal entrepreneurship at Mid Sweden University. Findings – The paper illustrates how the attribute-value mapping tool can be elaborated and used to capture and visualize value creation in practice. It also highlights perceived benefits of the attribute-value mapping tool and possibilities for further applications and development of the tool. Value – The paper introduces and provides a practical example of a new tool for capturing and understanding customer value creation, and the attributes driving that value creation, in the quality management context. It is hoped to enable a more fruitful and accurate understanding and development of customer value within quality management, reaching from the entire organization to new product and new service development, various continuous improvement projects or the establishment of quality measurement systems. Keywords Customer value, value creation, societal entrepreneurship, social entrepreneurship, attribute-value mapping, quality management.

Total Quality Management (TQM) in the Department of Defense is a strategy for continuously improving performance at every level, and in all areas of responsibility. It combines fundamental management techniques, existing improvement efforts, and specialized technical tools under a disciplined structure focused on continuously improving all processes. Improved performance is directed at satisfying such broad goals as cost, quality, schedule, and mission need and suitability. Increasing user satisfaction is the overriding objective. The TQM effort builds on the pioneering work of DR. W.E. Deming, DR. J.H. Juran, and others, and benefits from both private and public section experience with continuous process improvement. This bibliography reflects selected books, documents, periodical articles, and videos on the subject of Total Quality Management (TQM) in the collection of the U.S. Army War College Library.

Software acquisition has become the critical path in the procurement of Department of Defense (DOD) weapon systems. Software requirements and their complexity have increased at an exponential rate and support requirements now constitute up to 70 percent of the software life cycle costs. This thesis presents the concept of software Total Quality Management (TQM) which focuses on the entire process of software acquisition, as a partial solution to the software acquisition crisis. A software case study, analysis, and lessons learned with applications to the Army Tactical Missile System (TA MS) is presented. A software process control maturity model, a standard software language, and a set of software metrics are presented. A discussion of program manager's responsibilities to implement a process control mechanism to produce quality software products is presented. The principal finding is that software acquisition is the major challenge to a program manager for weapon systems procurement. The major recommendation of this study is that software TQM can be applied to software acquisition. Software Development, Software Acquisition, Total Quality management (TQM), Army Tactical Missile System (Army TACMS), multiple Launch Rocket System (MLRS), MICOM Software Engineering Directorate (SED).

This handbook is designed to help you develop and use good metrics. It is intended to provide you with sufficient information to begin developing metrics for your own objectives, processes, and tasks, and to steer you toward appropriate actions based on the data you collect. It should be viewed as a road map to assist you in arriving at meaningful metrics and to assist in continuous process improvement. This handbook is the result of a team effort by people from the product divisions, test centers, and other command organizations who have struggled to develop their own metrics. Chapter One answers your most basic questions about metrics. Chapter Two provides the characteristics of good metrics and discusses what metrics are NOT meant to be. Chapter Three provides a methodology for developing metrics and introduces the concept of the metric package. Chapter Four explains performance and introduces some of the tools used in analyzing processes and developing metrics. Chapter Five presents some guidelines and ideas for metrics presentation. Chapter Six addresses implementation--what to do with metrics once you have them. The handbook closes with three appendices. Appendix A is a brief orientation to the eight basic tools introduced in Chapter Four. Appendix B is a glossary of terms helpful in understanding metrics. Appendix C is a resource of references that will provide you with more help.

This report is essentially a slight modification of a tutorial paper prepared by the author for the 1992 Annual Reliability and Maintainability Symposium, providing a comprehensive overview of Total Quality Management (TQM). It discusses the reasons TQM is a current growth industry, what it is, and how one implements it. It describes the basic analytical tools, statistical process control, some advanced analytical tools, tools used by process improvement teams to enhance their own operations, and action plans for making improvements. The final sections discuss assessing quality efforts and measuring the quality to knowledge work.

Trying to maintain a modern, capable military in an atmosphere of reduced industrial-base capability, rising weapons systems costs with longer development times, and negative perceptions of defense acquisition and contract management, all in an era of shrinking defense budgets, is a tremendous challenge for the Department of Defense (DOD). In my judgment, the only way we can hope to accomplish this is through adoption of an across-the-board better way of doing business, such as found in Total Quality Management (TQM). This paper is written to promote top DOD leadership understanding and acceptance of TQM concepts and picks up where Deming's theories leave off in How to implement TQM. A two-phased approach to implementing TQM is spelled out; then barriers and obstacles to implementation in DOD are identified and what needs to be done to make it work. Recommendations for review are: (1) An institutionalized education and training process through various DOD schools (2) Changing to a multiyear budget process. (3) Changing our DOD contracting philosophy from price driven to quality driven. (4) Maintaining constancy of purpose and managerial continuity by extending tour lengths. (5) Revising the performance rating process to focus on teamwork and cooperation vice internal competition.

The focus of this report is the implementation of Total Quality Management in ten DoD organizations. The Participating organizations were all identified by the Federal Quality Institute as either winners or finalists of the Productivity/Quality Management and Budget. Qualitative data collected included interviews with either top executives or TQM coordinators, documentation of quality management activities. A questionnaire survey was also administered to the executive steering committee of each organization providing a self-assessment of eight dimensions of quality management practices. The report describes the lessons learned, promising practices and the results of the self assessment survey for the participating organizations, Naval Avionics Center, Indianapolis, Indiana., http://archive.org/details/selfratingsofeig00hoce, n001 6391 wxl 0020, Approved for public release; distribution is unlimited.

The purpose of this thesis was to recommend a method for implementing QP-4, an Air Force Logistics Command Quality Assurance program, in a base level aircraft maintenance organization. There were three objectives related to this study. The first was to provide aircraft maintenance managers with a means to identify the quality management needs in the field. Second was to familiarize maintenance managers with state of the art knowledge concerning the definition of quality, how to measure it, and what comprises a quality assurance program under QP-4. The final objective was to showcase the QP-4 program currently functioning and meeting a good deal of success at the Warner Robins Air Logistics Center. Accomplishing these objectives resulted in a plan to implement QP-4 in a base level organization so that field managers could effectively deal with projected expanding mission requirements along with reductions in resource availability due to budget limitations in a constrained financial future operating environment. Examination of industrial case studies and results of QP- 4 implementation at Warner Robins led to the conclusion that the simplicity and versatility of QP-4 would be beneficial to field managers for meeting these future challenges. Keywords: TQM, Total quality management. (kr)

The purpose of this thesis was to develop both an analytical model describing, and an instrument to measure, the behavioral construct empowerment. The pressing importance of such a model and an instrument to measure this construct, is evident in AFLC's Quality Initiative and in the more widespread perception that American management must change dramatically to restore, or at least regain, the favorable reputation American products and services once enjoyed both at home and abroad. The study provides a brief background on the concepts of self-efficacy and empowerment, detailing their evolution in the psychological and managerial literature. Next follows a proposed model of the empowerment process and an instrument to test the model and measure levels of empowerment among a firm's employees. A discussion of the reliability and validity of both the instrument and the model follows, with attendant analysis of results and conclusions. The study closes with recommended managerial actions to further increase empowerment among an organization's employees. Keywords: TQM, Total quality management. (kr)

This thesis explored how the productivity of a configuration and data management division within a matrix organization can be improved and subsequently recommended strategies for increased productivity. A modified Wagner and Morse questionnaire facilitated data collection. Information and ratings were gathered through personal interviews with the configuration and data managers and their respective program managers (matched-pair) concerning specialized competence, aptitude, utilization and importance. Additionally, this study identified situational factors which may serve to increase a configuration and data manager's competence rating. Significant findings of this research were: (1) the configuration and data manager is relatively insignificant when compared to other functional program personnel; (2) there are few sufficiently knowledgeable configuration and data management personnel; (3) the program manager possesses an inadequate understanding of the duties performed by a configuration and data manager; and (4) utilization of a configuration and data manager is unrelated to the individual's competency level. Keywords: TQM (Total Quality Management). (kr)

Tato diplomová práce se zabývá hodnocením obchodní výkonnosti podniku Teoretická část práce je zaměřena zejména na význam hodnoty pro zákazníka a na porovnání jednotlivých přístupů k jejímu řízení. V analytické části jsou tyto přístupy aplikovány na podnik, a to za účelem zjištění předností a nedostatků jeho obchodní výkonnosti, z nichž následně vychází návrhy pro zlepšení stávající situace., This master´s thesis deals with measurement of business performance of the company. The theoretical part of the thesis is focused mostly on the importance of the customer value and on the comparison of individual approaches to its management. In the analytical part these approaches are applied to the company in order to identify qualities and failures of its business performance. The results are then the base for suggestions to improve the current situation.

Diplomová práce směřuje do oblasti řízení jakosti ve strojírenském podniku. Na základě podrobné analýzy současné situace identifikuje kritická místa zkoumané oblasti. Práce se podrobně zabývá modelem PAF, který je i předmětem praktické části. Obsahuje návrhy a změny vedoucí k odstranění nežádoucích stavů, které zajišťují vyšší transparentnost řízení nákladů na jakost výrobků. Součásti práce jsou teoretická východiska, která doplňují praktickou část a reprezentují soustavu poznatků řízení ekonomiky jakosti. Finanční zatížení a přínosy spojené s realizací změn jsou vyjádřeny pomocí kalkulace nákladů a očekávaných přínosů navrhovaných změn. V závěru práce jsou zmíněna témata, která by bylo vhodné v souvislosti s ekonomikou jakosti dále zpracovat., Diploma thesis is focused on the area of quality management in engineering copany. Based on a detailed analysis of the current situation, identifies the critical points of the investigated area. The thesis deals with the PAF model in greater detail which is also the subject of the practical part. It contains suggestions and changes, including the removal of undesired conditions that ensure greater transparency of quality costs management. Part of this work are theoretical bases to complement the practical part and represent the knowledge of quality management. Financial burdens and benefits associated with the implementation of the changes are expressed by using the calculation of costs and expected benefits of the proposed changes. Last part of this thesis, are mention topics that would be appropriate in connection with the economics of quality further processed.

Tato diplomová práce se zabývá hodnocením obchodní výkonnosti podniku Teoretická část práce je zaměřena zejména na význam hodnoty pro zákazníka a na porovnání jednotlivých přístupů k jejímu řízení. V analytické části jsou tyto přístupy aplikovány na podnik, a to za účelem zjištění předností a nedostatků jeho obchodní výkonnosti, z nichž následně vychází návrhy pro zlepšení stávající situace., This master´s thesis deals with measurement of business performance of the company. The theoretical part of the thesis is focused mostly on the importance of the customer value and on the comparison of individual approaches to its management. In the analytical part these approaches are applied to the company in order to identify qualities and failures of its business performance. The results are then the base for suggestions to improve the current situation.

Diplomová práce směřuje do oblasti řízení jakosti ve strojírenském podniku. Na základě podrobné analýzy současné situace identifikuje kritická místa zkoumané oblasti. Práce se podrobně zabývá modelem PAF, který je i předmětem praktické části. Obsahuje návrhy a změny vedoucí k odstranění nežádoucích stavů, které zajišťují vyšší transparentnost řízení nákladů na jakost výrobků. Součásti práce jsou teoretická východiska, která doplňují praktickou část a reprezentují soustavu poznatků řízení ekonomiky jakosti. Finanční zatížení a přínosy spojené s realizací změn jsou vyjádřeny pomocí kalkulace nákladů a očekávaných přínosů navrhovaných změn. V závěru práce jsou zmíněna témata, která by bylo vhodné v souvislosti s ekonomikou jakosti dále zpracovat., Diploma thesis is focused on the area of quality management in engineering copany. Based on a detailed analysis of the current situation, identifies the critical points of the investigated area. The thesis deals with the PAF model in greater detail which is also the subject of the practical part. It contains suggestions and changes, including the removal of undesired conditions that ensure greater transparency of quality costs management. Part of this work are theoretical bases to complement the practical part and represent the knowledge of quality management. Financial burdens and benefits associated with the implementation of the changes are expressed by using the calculation of costs and expected benefits of the proposed changes. Last part of this thesis, are mention topics that would be appropriate in connection with the economics of quality further processed.

Diplomová práce směřuje do oblasti řízení jakosti ve strojírenském podniku. Na základě podrobné analýzy současné situace identifikuje kritická místa zkoumané oblasti. Práce se podrobně zabývá modelem PAF, který je i předmětem praktické části. Obsahuje návrhy a změny vedoucí k odstranění nežádoucích stavů, které zajišťují vyšší transparentnost řízení nákladů na jakost výrobků. Součásti práce jsou teoretická východiska, která doplňují praktickou část a reprezentují soustavu poznatků řízení ekonomiky jakosti. Finanční zatížení a přínosy spojené s realizací změn jsou vyjádřeny pomocí kalkulace nákladů a očekávaných přínosů navrhovaných změn. V závěru práce jsou zmíněna témata, která by bylo vhodné v souvislosti s ekonomikou jakosti dále zpracovat., Diploma thesis is focused on the area of quality management in engineering copany. Based on a detailed analysis of the current situation, identifies the critical points of the investigated area. The thesis deals with the PAF model in greater detail which is also the subject of the practical part. It contains suggestions and changes, including the removal of undesired conditions that ensure greater transparency of quality costs management. Part of this work are theoretical bases to complement the practical part and represent the knowledge of quality management. Financial burdens and benefits associated with the implementation of the changes are expressed by using the calculation of costs and expected benefits of the proposed changes. Last part of this thesis, are mention topics that would be appropriate in connection with the economics of quality further processed.

Diplomová práce směřuje do oblasti řízení jakosti ve strojírenském podniku. Na základě podrobné analýzy současné situace identifikuje kritická místa zkoumané oblasti. Práce se podrobně zabývá modelem PAF, který je i předmětem praktické části. Obsahuje návrhy a změny vedoucí k odstranění nežádoucích stavů, které zajišťují vyšší transparentnost řízení nákladů na jakost výrobků. Součásti práce jsou teoretická východiska, která doplňují praktickou část a reprezentují soustavu poznatků řízení ekonomiky jakosti. Finanční zatížení a přínosy spojené s realizací změn jsou vyjádřeny pomocí kalkulace nákladů a očekávaných přínosů navrhovaných změn. V závěru práce jsou zmíněna témata, která by bylo vhodné v souvislosti s ekonomikou jakosti dále zpracovat., Diploma thesis is focused on the area of quality management in engineering copany. Based on a detailed analysis of the current situation, identifies the critical points of the investigated area. The thesis deals with the PAF model in greater detail which is also the subject of the practical part. It contains suggestions and changes, including the removal of undesired conditions that ensure greater transparency of quality costs management. Part of this work are theoretical bases to complement the practical part and represent the knowledge of quality management. Financial burdens and benefits associated with the implementation of the changes are expressed by using the calculation of costs and expected benefits of the proposed changes. Last part of this thesis, are mention topics that would be appropriate in connection with the economics of quality further processed.

Tato diplomová práce se zabývá hodnocením obchodní výkonnosti podniku Teoretická část práce je zaměřena zejména na význam hodnoty pro zákazníka a na porovnání jednotlivých přístupů k jejímu řízení. V analytické části jsou tyto přístupy aplikovány na podnik, a to za účelem zjištění předností a nedostatků jeho obchodní výkonnosti, z nichž následně vychází návrhy pro zlepšení stávající situace., This master´s thesis deals with measurement of business performance of the company. The theoretical part of the thesis is focused mostly on the importance of the customer value and on the comparison of individual approaches to its management. In the analytical part these approaches are applied to the company in order to identify qualities and failures of its business performance. The results are then the base for suggestions to improve the current situation.

Tato diplomová práce se zabývá hodnocením obchodní výkonnosti podniku Teoretická část práce je zaměřena zejména na význam hodnoty pro zákazníka a na porovnání jednotlivých přístupů k jejímu řízení. V analytické části jsou tyto přístupy aplikovány na podnik, a to za účelem zjištění předností a nedostatků jeho obchodní výkonnosti, z nichž následně vychází návrhy pro zlepšení stávající situace., This master´s thesis deals with measurement of business performance of the company. The theoretical part of the thesis is focused mostly on the importance of the customer value and on the comparison of individual approaches to its management. In the analytical part these approaches are applied to the company in order to identify qualities and failures of its business performance. The results are then the base for suggestions to improve the current situation.

Diplomová práce směřuje do oblasti řízení jakosti ve strojírenském podniku. Na základě podrobné analýzy současné situace identifikuje kritická místa zkoumané oblasti. Práce se podrobně zabývá modelem PAF, který je i předmětem praktické části. Obsahuje návrhy a změny vedoucí k odstranění nežádoucích stavů, které zajišťují vyšší transparentnost řízení nákladů na jakost výrobků. Součásti práce jsou teoretická východiska, která doplňují praktickou část a reprezentují soustavu poznatků řízení ekonomiky jakosti. Finanční zatížení a přínosy spojené s realizací změn jsou vyjádřeny pomocí kalkulace nákladů a očekávaných přínosů navrhovaných změn. V závěru práce jsou zmíněna témata, která by bylo vhodné v souvislosti s ekonomikou jakosti dále zpracovat., Diploma thesis is focused on the area of quality management in engineering copany. Based on a detailed analysis of the current situation, identifies the critical points of the investigated area. The thesis deals with the PAF model in greater detail which is also the subject of the practical part. It contains suggestions and changes, including the removal of undesired conditions that ensure greater transparency of quality costs management. Part of this work are theoretical bases to complement the practical part and represent the knowledge of quality management. Financial burdens and benefits associated with the implementation of the changes are expressed by using the calculation of costs and expected benefits of the proposed changes. Last part of this thesis, are mention topics that would be appropriate in connection with the economics of quality further processed.

Tato diplomová práce se zabývá hodnocením obchodní výkonnosti podniku Teoretická část práce je zaměřena zejména na význam hodnoty pro zákazníka a na porovnání jednotlivých přístupů k jejímu řízení. V analytické části jsou tyto přístupy aplikovány na podnik, a to za účelem zjištění předností a nedostatků jeho obchodní výkonnosti, z nichž následně vychází návrhy pro zlepšení stávající situace., This master´s thesis deals with measurement of business performance of the company. The theoretical part of the thesis is focused mostly on the importance of the customer value and on the comparison of individual approaches to its management. In the analytical part these approaches are applied to the company in order to identify qualities and failures of its business performance. The results are then the base for suggestions to improve the current situation.

Diplomová práce směřuje do oblasti řízení jakosti ve strojírenském podniku. Na základě podrobné analýzy současné situace identifikuje kritická místa zkoumané oblasti. Práce se podrobně zabývá modelem PAF, který je i předmětem praktické části. Obsahuje návrhy a změny vedoucí k odstranění nežádoucích stavů, které zajišťují vyšší transparentnost řízení nákladů na jakost výrobků. Součásti práce jsou teoretická východiska, která doplňují praktickou část a reprezentují soustavu poznatků řízení ekonomiky jakosti. Finanční zatížení a přínosy spojené s realizací změn jsou vyjádřeny pomocí kalkulace nákladů a očekávaných přínosů navrhovaných změn. V závěru práce jsou zmíněna témata, která by bylo vhodné v souvislosti s ekonomikou jakosti dále zpracovat., Diploma thesis is focused on the area of quality management in engineering copany. Based on a detailed analysis of the current situation, identifies the critical points of the investigated area. The thesis deals with the PAF model in greater detail which is also the subject of the practical part. It contains suggestions and changes, including the removal of undesired conditions that ensure greater transparency of quality costs management. Part of this work are theoretical bases to complement the practical part and represent the knowledge of quality management. Financial burdens and benefits associated with the implementation of the changes are expressed by using the calculation of costs and expected benefits of the proposed changes. Last part of this thesis, are mention topics that would be appropriate in connection with the economics of quality further processed.

Tato diplomová práce se zabývá hodnocením obchodní výkonnosti podniku Teoretická část práce je zaměřena zejména na význam hodnoty pro zákazníka a na porovnání jednotlivých přístupů k jejímu řízení. V analytické části jsou tyto přístupy aplikovány na podnik, a to za účelem zjištění předností a nedostatků jeho obchodní výkonnosti, z nichž následně vychází návrhy pro zlepšení stávající situace., This master´s thesis deals with measurement of business performance of the company. The theoretical part of the thesis is focused mostly on the importance of the customer value and on the comparison of individual approaches to its management. In the analytical part these approaches are applied to the company in order to identify qualities and failures of its business performance. The results are then the base for suggestions to improve the current situation.