Internalization of quality management in service organizations

Purpose – The purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in service organizations. More specifically, the paper analyzes the case of the internalization of a quality standard in the Spanish hotel industry. Design/methodology/approach – The paper examines the relationships between the measures of internalization, benefit, QM tools and motivation, using partial least squares in the framework of the structural equation modeling technique. Findings – The results show that the hotels that have internalized the standard to a greater extent are more likely to be driven by internal motivation, develop more QM tools and achieve greater benefits than the hotels with a lower degree of internalization. Originality/value – As previous studies have examined these issues in relation to the internalization of ISO standards, the present study adds to this important stream of research and contributes by advancing the understanding of these issues through the case of a specific standard for the hotel industry.

Quality Management, Environmental Management and Organizational Design in the Hotel Industry: A Qualitative Study

The purpose of this paper is twofold. First, the paper analyzes the relationship between quality management and environmental management and their effects on hotel performance. Second, the article examines the relationship between these two management systems and organizational design. The paper uses an exploratory, qualitative approach based on interviews with managers and experts in the hotel industry. Based on a content analysis of interviews, the results lead to several propositions. Specifically, quality and environmental management influence hotel performance through mediating variables. Moreover, the implementation of quality management facilitates the implementation of environmental management. Furthermore, the implementation of these two management systems is associated with an increase of formalization and decentralization. The paper contributes to the analysis of quality management, environmental management, organizational design and performance in a joint manner, which has not been attempted before in the hotel industry. In addition, it helps extend the findings about these links in manufacturing and service organizations to the hotel industry.

A Construction Management Framework for Mass Customisation in Traditional Construction

A Mass Customisation model is discussed as a competitive positioning strategy in the marketplace adding value to the customer’s end-use. It includes the user as part of the construction process responding to the customer’s demands and wishes. To the present day, almost all proposals for Mass Customisation have been focused on the design phase and single family houses. The reality is that the processes carried out in the work execution are so inefficient that the costs of the Mass Customisation models are assumed by the customer and they do not offer solutions that support the change management. Furthermore, this inefficiency often makes Mass Customisation unfeasible in terms of deadlines and site management. Therefore, the present proposal focuses on achieving the paradigm of Mass Customisation in the traditional residential construction complementary to the existing proposals in the design phase. All this through the proposal of a framework for the integral management in the work execution, which will address change management introduced by the users offering an efficient and productive model that reduces costs in the process. This model will focus on the synergy between different strategies, techniques and technologies currently used in the construction management (such as Lean Construction or Six Sigma), together with, other strategies and technologies that have proven to be valid solutions in other fields (such as Business Process Management, Service Oriented Architecture, etc.).

El futuro de la regulación del sector del abastecimiento en España

La gestión del servicio de abastecimiento de agua es un tema de muy relevante y de plena actualidad, no solo en España sino a nivel mundial. En España, desde la forma de prestación del servicio a través de la gestión directa o la gestión indirecta, o el tipo en sí de gestión indirecta que se desarrolle –empresa privada, pública o mixta- dan como resultado prácticamente tantas situaciones como ayuntamientos existen ya que la competencia es municipal, según reconoce la Ley de Bases de Régimen Local. La heterogeneidad de circunstancias de gestión de los recursos hídricos, la fragmentación de un sector clave y la falta de indicadores comparables entre diferentes opciones para la prestación de este servicio, parece indicar la necesidad de apostar por la creación de un ente regulador independiente dada la naturaleza monopolística del sector del abastecimiento y el saneamiento, junto con el carácter esencial del bien que se gestiona. Mientras que las instituciones gubernamentales dictan las políticas generales a través de leyes y reglamentos, los operadores -públicos, privados o mixtos- son los responsables de prestar los servicios a la población, y sería el órgano regulador quien velaría por el cumplimiento de las normas. El MAGRAMA está estudiando la posibilidad de elaborar una Ley sobre el Ciclo Integral del Agua de Uso Urbano con las dificultades que esto tiene en consideración a las competencias de las Comunidades Autónomas, lo que sin duda ayudaría a homologar la gestión del agua urbana en España, regulando un monopolio natural, ahora en manos de más de 8.100 municipios y un reducido número de empresas concesionarias, auténticas detentadoras de estos servicios. En este trabajo tratamos de analizar las ventajas que supondría para España contar con una agencia de regulación similar a las existentes en numerosos países, tanto europeos como de América Latina.

The current challenges of Color Physics and Chemistry

Day of Chemistry, Invited conference, San Alberto Magno 2014

Smart Monitoring Embedded Service for Energy-Efficient and Sustainable Management in Data Centers

Information technologies (IT) currently represent 2% of CO2 emissions. In recent years, a wide variety of IT solutions have been proposed, focused on increasing the energy efficiency of network data centers. Monitoring is one of the fundamental pillars of these systems, providing the information necessary for adequate decision making. However, today’s monitoring systems (MSs) are partial, specific and highly coupled solutions. This study proposes a model for monitoring data centers that serves as a basis for energy saving systems, offered as a value-added service embedded in a device with low cost and power consumption. The proposal is general in nature, comprehensive, scalable and focused on heterogeneous environments, and it allows quick adaptation to the needs of changing and dynamic environments. Further, a prototype of the system has been implemented in several devices, which has allowed validation of the proposal in addition to identification of the minimum hardware profile required to support the model.