7th Toulon-Verona Conference “Excellence in Services”

7th Toulon-Verona Conference “Excellence in Services”

02 - 03 September 2004


The 7th Toulon-Verona Conference came back to the University of Toulon, France, in 2004 supported by the Provence Regional Council, the Var Council and the Toulon Provence Méditerranée Council. To consolidate the three main themes, the conference took on the name of "Quality in Services".

This is the seventh conference in the series. (Toulon-1998; Verona-1999; Derby-2000; Mons-2001; Lisboa-2002; Oviedo- 2003). Quality Management has been established as of paramount importance in Higher Education and Health Care organisations for many years, and more recently in Local Government, Tourism and Leisure activities. Common questions that often arise, are:

  • What is Quality in the frame of these Institutions?
  • How to measure and how to improve Quality in Professional Organisations?
  • Who is the "customer" and how to be "customer-oriented"?
  • How to involve each actor in the quality process?
  • What about Certifications and/or Accreditation?
  • How do new communication technologies affect quality?

The conference will include a half day doctoral session, plenary sessions with keynote speakers, specialised parallel sessions and an expert workshop on “The future of quality”.

Doctoral session
A Doctoral session, where students may present their research for their PhD or Master’s theses, will be organised on 2 September.

The conference participants
Academics, learning support staff, researchers, managers and administrators in Higher Education, Hospital executives, clinical staff (physicians and nursing professionals), health care executives and their staff. Local Government authorities, administrators, executives, supporting staff and technicians. Managers and administrators of Cultural Goods, Press sector representatives.

The venue

This conference will be based at the Université du Sud Toulon-Var France. Avenue de l’Université – La Garde – France. www.univ-tln.fr.

Call for papers

The conference has six areas of focus:

  • Quality in Higher Education
  • Quality in Health Care
  • Quality in Support and Administrative Services
  • Quality and new technologies of information and communication.

Examples of discussion topics in the scope of the five specific areas are the following:

Higher Education Institutions
Organisational culture. People motivation and involvement. Performance measurement. Customer focus (students, parents, employers and other stakeholders). National quality assurance systems and other quality management models (ISO 9000:2000, EFQM, etc.). The role of the teacher. The role of the student. Students’ evaluation and other stakeholders’ satisfaction. Definition, measurement and improvement of quality in support services. Libraries and other support for learning (e.g. e-learning). Support orientation.

Health Care Institutions
Organisational culture. People’s motivation and involvement. Performance measurement. Customer focus (patients, families, employees and other stakeholders). Adaptability of ISO 9000 or EFQM model to Health Care Institutions and compatibility with national accreditation systems. The role of physicians and nursing staff. Evaluation of patient satisfaction. Medical errors and patient safety. Definition, measurement and improvement of quality in support services.

Local Government
Administrative Services. Labour integration programs. Innovation in the production of services. Innovation in the public sector. Professional training and continuing education. Innovation and new technologies.

New Technologies of Information and Communication for services
Data bases and service activities. Intelligence, watch. E-services.

Papers can deal with both theoretical and methodological approaches to quality and excellence, implementation, and case studies. All submissions must be written in English, official language of the Conference.
Abstracts of no more than 200 words should be sent by e-mail by 31 May 2004 to:Michel Weill and/or Jacques Martin: weill@univ-tln.fr / martin@univ-tln.fr.
All abstracts will be acknowledged and authors will be notified of the reviewers' comments by return of mail.
The deadline for full paper submission is 30 June 2004.
For further information, contact: tvconference@univ-tln.fr Université du Sud Toulon-Var, Ave de l’Université, B.P. 20132, 83957 La Garde cedex, France. Phone +33 494 14 28 64, Fax. +33 494 14 20 49.


The full delegate fee is 300 € (ESOE Members: 225 €, Students: 150 €). This covers: access to all daytime conference sessions, a CD of the conference proceedings, lunches and refreshments on 2 and 3 September and the gala dinner on 2 September evening.

The venue can be reached through Toulon airport (20 km), Marseille airport (100 km), Nice airport (150 km) and Toulon railway station (5 km).

Accommodation will be available at a reduced Conference price, in a selection of hotels.

       Download the programme

Conference    |    Toulon


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