:

: ,

205, 2
e-mail: vouzas@uom.gr

()
, ,

.

, ,
, ,
, .

(case study)

[1] Longenecker J.G., Moore C.W. & Petty J.W.

(2005), 2 ,
, .
, ,
, .

[2] Murphy M. (2007),

, ( .,
) , .

Storey D. and Kraus S. (2009) The

Management of Small and Medium
Enterprises, Rutledge

Zoltan J. Acs and Bernard Yin Yeung (1999)

Small and Medium-Sized Enterprises in the
Global Economy, University of Michigan
press

( ,
, )
()

(Franchising, /)

(, )

(, ,
, , .
, ,, )


( 3 )
1.

( + )

(ISO 9001, EFQM, , )

(Logistics Supply Chain Management)



Information Technology

(Knowledge Mgt)
(Organizational Learning)
((Business Ethics, Corporate Social Responsibility )


1.

.
Table 1. Literature on Quality, TQM & Excellence in Libraries
Article Title Authors

Type of
research/Method
ology

Topic

Issues addressed

(2007)Excellence in Libraries:
a systematic and
integrated approach

Literature excellence for

libraries & adaptation
implementation of efqm
in two libraries

Swiss Libraries for

excellence_2 case
studies (EFQM)

tools for evaluating libraries initial quality diagnosis,

Excellence model for libraries in a measurable way
(Efqm model): principles, content structure, evaluation
scheme (radar), 2 case studies (followed steps)evaluation by library staff & by assessors

Quality metrics in academic

libraries: striving for
excellence (qqml
2009)

Literature theoretical
approach

Quality in academic
libraries_metrics

Quality management and quality assurance in academic

libraries, academic libraries _ evaluation, service
quality (aspects of quality - factors affecting it), quality
measurement - performance assessment (indicators,
standards: iso, ifla, instruments: Servqual, LibQual )

2. , /

2. (
/ +
)

( )
2 .

.

:

. e-commerce , ,
, , ,
,

,
.
..
.




.

.

( .
)


:
-

-

-
(franchisees)

(franchisor)
- Smith

 . .
- ..

- ...


-
*- ( Wall
Street). .
* Main Street.
.
.
.

 2.

 =

: . .

/
/

4=

6=

3=

5=

4
6

(, , )

(

)

( ,
, -)

, ,

(
)

- ( - /,
, , , )
( ,
)
( .
)
(
)
( , )
( , ,
)
( )

() .
.

. 4
:

,
, ,
,

,
,

;
;
;
;
;

..
energy drink

holdems

45%

6%

/
5%

7%

/
16%

11%
/
6%

: National Foundation of
Independent Business Foundation

, , , ,
,

Value for money

(, )
(, )

,
, ,

(.
, , /)

(, ,
, , )

( )

( ,
, , )

( )

.6
(Business Plan)

()

:



3-5

 ()

 ()

,



William Sahlman, Harvard Business School


, , ,

3- 7

..

,

,

,




Rich & Gumpert, 1985

,
,
,

, ,

1-3

[ ]

. 7. Marketing

..


&

62

( ),

63

 3 :

65


5 : ,
,
, ,
-

66

Business Strategy
Organizational
Strategy
HR:

67

1.

2.

3.

4.

5.

&

&

&

Evaluation
Grid

68

 -
:

(value) Feigenbaum ,1951; Abbot ,1955

(conformance to specifications) Gilmore,1974;
Levitt,1972

( conformance to requirements)
Crosby,1979

(fitness for use) Juran,1974

( loss avoidance) Taguchi,1989
(meeting or exceeding customer
expectations) Parasuraman, et.al,1985, Granroos, etc.

Pareto (Pareto analysis)

-
(cause-effect diagram)
(flowchart)
(check sheet)
(histogram)

(scatter diagram)
(control chart)

. Ishikawa:
95%

..

74

 ISO 9000:2008

Continual Improvement of the Quality

Management System

The ISO Model

Management
Responsibility

Measurement,
Analysis,
Improvement

Resource
Management

Inputs

Product
Realization

Outputs

Product

 EFQM

 EFQM
MANAGEMENT

Leadership
Competencies

ISO-9000
ISO-14000

10%

&

8%

9%

Employees
Surveys

Balanced
Scorecard

9%

14%

20%

15%

&
9%

Balanced
Scorecard

6%

SIX
Process Survey Environment
SIGMA
Tools
Survey

Customer
Survey

 (Service
Quality)


(John vretveit,2001)
( customer quality)

(Professional quality) :

,

(Management quality):


.

(standards , ,
)

( )

82

SERVQUAL Instrument

Gap 5

Gap 3

Gap 1

Gap 2

Gap 4

Maximize the benefit of location to the

firm

Industrial Location Decisions

Cost focus

Revenue varies little

between locations

Location is a major
cost factor

Affects shipping &

production costs (e.g., labor)
Costs vary greatly between
locations

Service Location Decisions

Revenue focus

Costs vary little between market areas

Location is a major
revenue factor
Affects amount of
customer contact
Affects volume of
business

In General - Location Decisions

Long-term decisions

Difficult to reverse

Affect fixed & variable costs

Transportation cost

As much as 25% of product price

Other costs: Taxes, wages, rent etc.

Objective: Maximize benefit of location to firm

, ,

In Conclusion
The Ideal Location

Proximity to the Customers

Cost, Availability (today and in the future)

Personal desire of the Entrepreneur (close to his/her

house, his/her family, his/her hobbies, etc)

Resources Availability

( )

( )

Stakeholders ( , , )

(
)

(
)