8th Toulon-VeronaConference “Excellence in Services”

8th Toulon-VeronaConference “Excellence in Services”

08 - 09 September 2005


The 8th Toulon-Verona Conference was hosted by the University of Palermo, Italy in 2005. The new theme of "Quality in Management of Cultural Heritage" appeared as, like for Health Care and Local Government previously, tourism, leisure and cultural activities began to adopt quality management principles and methods.

This is the ninth conference in the series. (Toulon-1998; Verona-1999; Derby-2000; Mons-2001; Lisboa-2002; Oviedo- 2003; Toulon 2004 ; Palermo 2005). 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 the role of Quality/Excellence in such Institutions and Activities?
  • How to measure and how to improve Quality in Service Organisations?
  • Who are the stakeholders and how to enlarge "customer-orientation"?
  • What is the place of quality in resource-based strategies?
  • How to involve each actor in the quality process?
  • What are the roles of Certifications, Accreditations, Labels ?
  • What methodologies can develop excellence?
  • What is the future of quality?

The conference will include plenary sessions with keynote speakers and specialized parallel sessions. An international committee will select the best papers, including PhD papers, that will be published in different Journals after the conference.

Doctoral session
A Doctoral session, where students may present their research for their PhD or Master’s theses, will be organised on 8 September in the morning. Two prizes for the best presentations will be awarded by ESOE: 1st prize € 300, 2nd prize € 200.

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 University of Palermo. Viale delle Scienze – Palermo – Italy. www.economia.unipa.it.

Call for papers

The conference has six areas of focus:

  • Quality in Higher Education
  • Quality in Health Care
  • Quality in Local Government
  • Quality in the management of Cultural Goods
  • Press quality.

Towards new methodological approaches in service management.

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.

Management of Cultural Goods
The economic approach to cultural heritage management. Museums as services enterprises. The quality of cultural services. Performance indicators. Quality standards. Accreditation processes and Registration schemes. The ICOM deontological code. Customer satisfaction for visitors.

Press Sector
Quality of the foreign, local, periodical, political, religious press. Graphics quality. Performance measurement. Customer focus (grown-ups and young men, parents and sons, students and experts, employers and other stakeholders). Adaptability of ISO 9000 or EFQM model to the press sector.

Towards new methodological approaches
Do we have to modify the classical methodological approach to service management? How?

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. A selection of the best papers will be published in different journals.
Abstracts of no more than 200 wordsshould be sent by e-mail by 31 May 2005 to: tvconference@economia.unipa.it.
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 10 July 2005.
For further information, contact: tvconference@economia.unipa.it University of Palermo, Department of National Accounting and Social Processes Analysis, Viale delle Scienze, buiding 2, Italy. Phone +33 91 42 06 25, Fax. +33 91 652 10 95.


The full delegate fee is 350 € (ESOE Members: 225 €, Students: 150 €). This covers: access to all daytime conference sessions, conference proceedings, lunches and refreshments on 8 and 9 September and the gala dinner on 8 September evening.

The venue can be reached through Palermo airport, Catania airport and Palermo railway station.

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

Conference    |    Palermo


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