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Exploration of Product and Service Quality Management from a Sustainable...
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Exploration of Product and Service Quality Management from a Sustainable Production Perspective

A special issue of Sustainability (ISSN 2071-1050). This special issue belongs to the section "Sustainable Management".

Deadline for manuscript submissions: closed (30 June 2022) | Viewed by 19384

Special Issue Editors

Dr. Manuela Ingaldi

E-Mail Website1 Website2
Guest Editor
Faculty of Management, Czestochowa University of Technology, ul. Dabrowskiego 69, 42-201 Czestochowa, Poland
Interests: sustainability; production engineering; quality engineering
Special Issues, Collections and Topics in MDPI journals
Prof. Dr. Dorota Klimecka-Tatar

E-Mail Website
Guest Editor
Faculty of Management, Czestochowa University of Technology, ul. Dabrowskiego 69, 42-201 Czestochowa, Poland
Interests: quality engineering; quality management; materials engineering; production engineering; surface engineering
Special Issues, Collections and Topics in MDPI journals

Special Issue Information

Dear Colleagues,

We have to remember that all goods and services that are on offer on the market can have an influence on the natural environment but also on different stakeholders, not only during their use but most of all during their production process. To limit this influence, it is a good idea to implement assumptions of sustainable production, e.g., production that consumes fewer resources and energy produces less pollution or waste, is economically viable, safe for employees, communities, and customers, and causes satisfaction for both employees and customers.

High satisfaction among employees and, most of all, customers can be achieved through a high quality of products. First of all, employees will not be anxious about additional work related to activities which are aimed at the correction and improvement of the quality of already produced goods and services—and it should be remembered at this point that such activities are associated with the consumption of not only human work but also additional resources, energy, money, and generation of waste. Secondly, customers will be more willing to buy new products from the same company again and recommend them to other people. This is why proper product and service quality management is a key element of the entire management process in any enterprise.

The scope of this Special Issue is to show the connection between proper quality management and sustainable production. The purpose of the Special Issue is to bring together scholars interested in product and service quality management and to broach the topic from the perspective of sustainable production. We encourage scientists to share their experience in this field using interdisciplinary approaches. Different types of submissions (original research articles, case studies, reviews, and critical perspectives) are expected.

Dr. Manuela Ingaldi
Prof. Dr. Dorota Klimecka-Tatar
Guest Editors

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Sustainability is an international peer-reviewed open access semimonthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 2400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

  • sustainability
  • sustainable production
  • product quality
  • service quality
  • quality management
  • quality evaluation
  • manufacturing engineering
  • quality tools and methods

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Published Papers (3 papers)

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Research

22 pages, 2923 KiB  
Article
Examining the Effect of Revenue Management on Customer Perceptions and Calculating the Service Performance Index: Food Order Application Example
by Kübra İpek Özek, Süleyman Ersöz, Adnan Aktepe and Sıla Teslim
Sustainability 2022, 14(21), 14132; https://doi.org/10.3390/su142114132 - 29 Oct 2022
Cited by 1 | Viewed by 1847
Abstract
In this research, the target is to create a “Service Performance Index” for food order mobile applications. In order to create the index, a structural equation model is developed. Then the coefficients which are obtained from the model are used to calculate the [...] Read more.
In this research, the target is to create a “Service Performance Index” for food order mobile applications. In order to create the index, a structural equation model is developed. Then the coefficients which are obtained from the model are used to calculate the index values. There are some revenue management practices carried out in the food sector such as “discounts when you order a meal for two” or “privileges for contracted credit card or mobile line users”. In this context, this study tried to measure whether there is a relationship between the revenue management and customer perceptions, which are e-service quality, satisfaction and word of mouth. It was realized that revenue management has a significant, positive and high-level effect on e-service quality, satisfaction and word of mouth. The index scores of participants of the questionnaire were compared according to the frequency of benefiting from revenue management applications and discount campaigns. Thus, it was revealed that the service performance index of those who always use revenue management applications is higher than those who never use them. This result contributes to businesses with an important reference in terms of food marketing strategy. Full article
(This article belongs to the Special Issue Exploration of Product and Service Quality Management from a Sustainable Production Perspective)
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15 pages, 1309 KiB  
Article
Quality Risk Management in Pharmaceutical Manufacturing Operations: Case Study for Sterile Product Filling and Final Product Handling Stage
by Rawidh Alsaidalani and Bassam Elmadhoun
Sustainability 2022, 14(15), 9618; https://doi.org/10.3390/su14159618 - 4 Aug 2022
Cited by 4 | Viewed by 12658
Abstract
In the highly regulated pharmaceutical industry, significant risks to products/processes must be formally identified, reduced, and controlled to minimize potential negative impacts on patients. Failure Modes and Effects Analysis (FMEA) is one of the well-recognized risk-management tools which is effectively used by the [...] Read more.
In the highly regulated pharmaceutical industry, significant risks to products/processes must be formally identified, reduced, and controlled to minimize potential negative impacts on patients. Failure Modes and Effects Analysis (FMEA) is one of the well-recognized risk-management tools which is effectively used by the pharmaceutical industry to document and communicate risk control. International Conference on Harmonization (ICH) guideline Q9, Quality Risk Management (QRM), represents the first internationally recognized guideline specifically addressing QRM for the pharmaceutical and biopharmaceutical industries. However, Q9 does not provide details on how to use FMEA in real-world pharmaceutical situations. Authors have previously presented a real case study through which various risks were identified and controlled in an early stage of sterile manufacturing process, including (i) procurement/supply chain, (ii) logistics/warehousing, and (iii) raw materials dispensing. This study represents a modeled risk mitigation approach for professionals or regulators in the industry field associated with sterile pharmaceutical production processes such as (a) glass bottle washing and handling, (b) rubber stopper washing and handling, (c) product filling process, (d) final product receiving and handling. The benefits of this case study include providing a proactive means to identify, control, and communicate risks associated with various vital steps, thereby improving decision making and reducing regulatory non-compliant risk. In this study the outcomes of risk assessments associated with every defined step highlighted all critical hazards with risk priority number (RPN) scores equals to or above 105. These hazards are given the priority to be treated and put under control to reduce the RPN to acceptable levels. Although every manufacturer’s product and process are unique, and risk tolerance varies among manufacturers, some processes are generic in nature, and the associated risks are similar. Therefore, our case studies and examples can fit every circumstance in pharmaceutical manufacturing. Full article
(This article belongs to the Special Issue Exploration of Product and Service Quality Management from a Sustainable Production Perspective)
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18 pages, 1041 KiB  
Article
Hiring Disable People to Avoid Staff Turnover and Enhance Sustainability of Production
by Tomasz Chajduga and Manuela Ingaldi
Sustainability 2021, 13(19), 10577; https://doi.org/10.3390/su131910577 - 24 Sep 2021
Cited by 6 | Viewed by 3327
Abstract
Companies struggle with maintaining staff turnover at a low and sustainable level. Hiring a new employee means costs for the company, such as recruitment, medical examinations, and training, etc. In addition, new employees must learn to perform their tasks properly and quickly, which [...] Read more.
Companies struggle with maintaining staff turnover at a low and sustainable level. Hiring a new employee means costs for the company, such as recruitment, medical examinations, and training, etc. In addition, new employees must learn to perform their tasks properly and quickly, which can take up to several months. Disabled employees change jobs less frequently due to the fact that it is difficult for them to find a new one. For employers, such an employee, if they have the same skills as a fully functional employee, can therefore be very valuable, for example, in relation to the reduction of costs associated with frequent employment of new employees. In addition, employing people with disabilities also brings social benefits related to counteracting social exclusion and the possibility of independent living by such people. The human factor is an element that greatly influences sustainable production. The objective of the research was to verify the potential of hiring disabled employees in order to reduce staff turnover. In other words, the analysis has been designed to understand if hiring disabled staff, making expenditures to prepare the workplace and training for them could be potentially efficient in terms of obtaining a higher level of sustainability of the employment in the company. The research has the form of direct (in-depth) interviews in the case of representatives of the companies involved, and a paper questionnaire for the disabled subjects (employees). It took place from September to December 2020 and was the basis for the statistical hypothesis testing. The conducted research was based on a statistical U Mann–Whitney test and fi Yule index calculation. The results showed that people with disabilities remain employed by the same employer longer in comparison to “able-bodied” employees, meaning it may be worthwhile to make extra expenditures to hire disabled persons who could become loyal employees for years. Moreover, it has been statistically proven that the key factor influencing the attractiveness of a given job for a disabled person depends on the type of disability they have. Full article
(This article belongs to the Special Issue Exploration of Product and Service Quality Management from a Sustainable Production Perspective)
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