Purpose: Decentralize standards to each process owner is an open issue. Centralized standards are a common situation which puts a big amount of chore tasks against continual improvement. The pipes and puddles framework was born to solve this problem.Design/methodology/approach: Pipes and puddles...

Purpose: This article seeks to develope framework of multistakeholder value transformation into an business process improvement plan in Higher Education Institutions (HEI).Design/methodology/approach: multistakeholder value and its importance weight are obtained through questionnaires and fuzzy...

Purpose: This article harmonizes the causal diagram with the objective tree to evaluate service quality and to identify action strategies that improve the quality of service in the hotel industry.Design/methodology/approach: In stage I, we obtained the quality perception records of 127...

This article explores the evolution of road freight transport in the context of Industry 4.0, focusing on management practices and technological advancements in transport and logistics companies' management information systems. By analyzing the latest international practices in road freight...

This study aims to apply the European Foundation for Quality Management (EFQM) Model 2020 in the Greek Public Sector context and investigate the causal relationships between the model's criteria. The research uses a structured questionnaire based on the self-assessment tool and the guidelines on...