{"title":"Conflict Resolution","authors":"D. Stamatis","doi":"10.4324/9780203735435-7","DOIUrl":"https://doi.org/10.4324/9780203735435-7","url":null,"abstract":"Conflict is an inevitable and all-pervasive element in our society and in the world. Although conflicts may end up in destruction and even death, conflicts may also result in increased effectiveness, enhanced relationships, and further goal attainment. Indeed, in human terms conflict is one of the “engines of evolution” that allows us to learn, progress, and grow. Our goal is not to attempt to do away with conflict but rather to skillfully manage conflict to further its constructive potential.","PeriodicalId":325729,"journal":{"name":"Total Quality Service","volume":"33 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125706714","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Problem Solving and Tools used in Tqs","authors":"D. Stamatis","doi":"10.4324/9780203735435-10","DOIUrl":"https://doi.org/10.4324/9780203735435-10","url":null,"abstract":"","PeriodicalId":325729,"journal":{"name":"Total Quality Service","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134066665","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Customer Service and Satisfaction","authors":"D. Stamatis","doi":"10.4324/9780203735435-8","DOIUrl":"https://doi.org/10.4324/9780203735435-8","url":null,"abstract":"","PeriodicalId":325729,"journal":{"name":"Total Quality Service","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123400111","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Quality","authors":"D. Stamatis","doi":"10.4324/9780203735435-2","DOIUrl":"https://doi.org/10.4324/9780203735435-2","url":null,"abstract":"Without doubt, good numbers that characterize sharply and completely the phenomena being studied, and precise explanation of these phenomena that can be expressed mathematically, are tremendous advantages for a field of science. But not all fields of science are lucky enough to be able to achieve these features. And when they are not, nonetheless to force the phenomena studied to be characterized largely with numbers and the causal mechanisms to be described mathematically can court seriously limiting and distorting the field of study. Research by economists on long-run economic development is an example of a field of research where this has happened. But unfortunately the phenomena are widespread throughout science.","PeriodicalId":325729,"journal":{"name":"Total Quality Service","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132445166","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Benchmarking","authors":"D. Stamatis","doi":"10.4324/9780203735435-9","DOIUrl":"https://doi.org/10.4324/9780203735435-9","url":null,"abstract":"Purpose With supply chains expanding in scope and scale globally, the academic literature underlined the increasing role and importance of soft skills. Traditionally, the supply chain literature geared towards hard skills including functional and technical skill sets with limited discussion on soft skills. Therefore, the purpose of this paper is to assess and explore the soft skills demand in supply chain management arena. Design/Methodology/approach – This study has utilised a mixed methods study in two phases, with first stage including a questionnaire distributed to 120 supply chain employees in the UK, followed by six interviews with supply chain experts in the UK. Findings – The results suggest that soft skills, especially behavioural skills such as communication, planning, initiative and negotiation were seen to be more important when compared to decision making, negotiation and management skills. The findings indicate that the changing supply chain scope encourages the requisition and development of different supply chain soft skills with varied levels of emphasis in relation to fifteen soft skills identified in the literature. Research implications – This study employs a mixed-method approach to establish the perceived importance of soft skills in the UK supply chains. This limits the generalizability of the results to other contextual settings. Practical implications –This paper presents soft skills impact upon the supply chain. Specific soft skills are critical to supply chain employees compared to others (e.g. behavioural and people management skills), which may lead to articulation of supply chain soft skills training initiatives. Originality/value –This paper contributes to the soft skills discussion in the supply chain context and discusses the role of soft skills. Topical gaps in the literature are identified as areas for future research. The findings have generated additional supply chain skills to the academic literature as well as provided an understanding of the weighting of soft skills in terms of their importance and application to industry needs.","PeriodicalId":325729,"journal":{"name":"Total Quality Service","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132837338","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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