This paper presents a reference model for the process of management of quality and improvement based on a conceptual framework for managing the process of systematically deriving improvement actions from customer expectations and strategic decisions through business processes, and prioritising...

This paper presents an approach for systematically defining the object of study of benchmarking based on deriving improvement actions from customer expectations and strategic decisions through business processes, and prioritising improvement actions that will most contribute to strategic...

This paper presents an exploratory research carried out in four manufacturing companies (large to medium size) located in the central region of São Paulo State, Brazil. The research was conducted aiming at characterising the companies in regard to quality and human resource management...