9th Toulon-Verona (ICQSS) Conference “Excellence in Services”

9th Toulon-Verona (ICQSS) Conference “Excellence in Services”

07 - 08 September 2006


The 9th Toulon-Verona Conference was hosted by the University of Paisley, Scotland, in 2006 and was supported by the Renfrewshire Council, Gael, Quality Scotland and Ross International. The conference welcomed Prof. Joseph Kelada of HEC, Montreal, Canada, and Prof. Ton van der Wiele of Erasmus University in Rotterdam, Netherlands.

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 will have an opportunity to present and discuss their research with a panel of professors, will be organised on 7 September. Only research for a PhD will be considered. Post-doctoral research will be reviewed according to the normal procedure.

The conference participants
Academics, researchers, managers, administrators, support staff in Higher Education, Health Care, Local Government, Tourism, Banking, Logistics, Statistics.

The venue

This conference will be based at the University of Paisley. High Street – Paisley – Scotland, United Kingdom. www.paisley.ac.uk.

Call for papers

The conference has eight areas of focus:

1. Higher Education
2. Health Care
3. Local Government
4. Tourism and Leisure
5. 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’s 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.

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
Delivery of administrative Services. Efficiency of public administrations. Innovation and new technologies in the production of services in the public sector. Professional training and continuing education. Citizen satisfaction.

Tourism and Leisure
What quality for tourism and leisure? What organizations for tourism and leisure? Satisfaction surveys and measurement. Training and coaching for tourism and leisure activities.

New concepts and new methodological approaches
What new methodologies and tools are called for by service management? Balanced scorecards, quality and clusters, quality and stakeholders, market orientation, etc.

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 words should be sent by e-mail by 31 May 2005  at the latest to:
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: jma.martin@univ.tln.fr.

Jacques Martin, Vice-Président, Université du Sud Toulon-Var, BP 20132, 83957 La Garde cedex, France. Phone +33 494 14 27 15. Fax +33 494 14 21 26.


The delegate fee is 400€ (Master/PhD Students: 150€), covering access to all daytime conference sessions, conference proceedings, lunches and refreshments on 7 and 8 September and the gala dinner on 7 September evening.
The gala dinner will take place at Mar Hall, a 19th century castle overlooking the Clyde River. (www.marhall.com). Price of gala dinner for accompanying persons: 90 Euro. Fee payable in Euro (or equivalent in another currency) by cheque or bank transfer to:
ESOE, CREDIT AGRICOLE, La Garde, Var, France Account number: 43502801989, IBAN: FR76 1910 6000 0843 5028 0198 931, BANK IDENTIFIER CODE (BIC): AGRIFRPP891.
For registration form and information, contact: martin@univ-tln.fr


The venue can be reached through Glasgow airport (5 km), Prestwick airport (50 km), Glasgow and Paisley railway stations.

Accommodation is available at Conference prices, in the following selection of hotels (rates are per night). Glynhill Hotel: £ 65 (www.glynhill.com) Watermill Hotel: £ 45 (www.infotel.co.uk/5659.htm) Holiday Inn Express (Glasgow Airport): £ 40: (www.hiex-glasgow.com) Holiday Inn: £ 60 (www.holiday-inn.com) For further accommodation: www.infotel.co.uk.

Conference    |    Paisley


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