نشریه مدیریت استاندارد و کیفیت
سال دهم شماره 4 (پیاپی 37، زمستان 1399)

The content industry has witnessed remarkable progress in developed countries over the recent years and it is one of the sources of wealth creation in these countries, however, studies show that this industry has not developed enough in Iran, despite its importance. Accordingly, this study aims to investigate barriers to the development of the content industry in Iran. This research, which is applied in terms of purpose and descriptive in terms of method, has been carried out in two phases, qualitative and quantitative. In the first phase which is qualitative, indices are extracted via 20 semi-structured interviews. Then, in a quantitative phase, the indicators are validated through a researcher-made questionnaire based on the Likert scale. The questionnaires are analyzed using first and second order confirmatory factor analysis. Findings indicate that technological, infrastructure and support challenges are among the most important challenges in the development of the content industry in Iran and more than other areas are in need of planning.

Technological innovations are the only way for the long-term growth and development of industry, economy and development of defence capabilities. Standardization is a dynamic process for shaping the path of innovation, and the synergistic relationship between standardization and innovation enjoys significant economic benefits. In this study, the relationship between standardization and innovation in some of the country's defence industries as well as the factors affecting standardization are investigated. This research is applied in terms of purpose and quantitative in terms of data type and based on the nature and method of data collection; it is a descriptive-survey research. In order to achieve the purpose of the research, correlation analysis of variables, heuristic factor analysis and multiple regression relations have been used. In order to fulfil the purpose of the research, correlation analysis, exploratory factor analysis and multiple regression equations, are used. According to the research model, five main factors for standardization were identified that have the greatest impact on innovation. All five identified factors have a relatively strong correlation with gradual innovations. However, the two factors of regulation and technology risk are negatively correlated with fundamental innovations and are considered as a threat and obstacle for them. On the other hand, research and development and commercialization have a strong correlation but technical solution has a positive and weak correlation with fundamental innovations. According to the research results, in general, standardization has a positive and significant correlation with different types of innovation, which is weaker in fundamental innovations than in gradual innovations. Finally, the establishment of private standardization organizations is proposed with the aim of accelerating the supply of innovations to the market and accelerating the reform of the country's standardization system.

The main purpose of this article is to determine the best plan for improving the current situation of the University of Applied Sciences. The type of goal is applied in this research and combined or qualitative-quantitative methods have been used to achieve this goal. For this purpose, a hybrid model has been designed in which the impact of the quality of information technology services and innovation of the organizational staff of the University of Applied Sciences is examined and evaluated based on user satisfaction. The target population in this study is all staff and students of the University of Applied Sciences and Klein theory and Cochran's formula have been used to determine the appropriate statistical sample in this study. In this study, questionnaires based on field research, expert opinion, and SERVQUAL model were designed to assess the quality of services according to the dimensions of organizational culture, the belief of senior managers, organizational structure, tangible service quality, service reliability, and accountability of officials. The validity of the questionnaires was assessed by the Lavache method and their reliability was assessed based on Cronbach's alpha (0.964). These questionnaires were collected based on the statistical sample and the collected answers were evaluated using SPSS software. Then, using the Pearson hypothesis test, the correlation of research variables was examined and it was found that the most important hypothesis in the quality of IT services is related to the beliefs of senior managers and in the innovation of organizational staff is related to service reliability. Then, the priority of the proposed projects to improve the quality of university services based on the opinions of experts, using the analytic network process (ANP) and the criteria mentioned in the Super Decisions software was examined. Finally, the design evaluation supermatrix was calculated and the best plan was determined.

Today, many successful service organizations and institutions have realized that paying attention to the needs of customers means paying attention to the service quality and providing quality services to customers. The purpose of this study is to analyze the quality of services provided by drug distribution companies to customers in the area covered by the center of Yazd. In the first stage, the needs of customers were identified and categorized into 4 categories based on Kano model: mandatory, functional, exciting and indifferent needs. For this purpose, 184 questionnaires were collected from different customers of pharmaceutical distribution companies. By identifying indifferent needs and removing them from the list of qualitative components, a second survey was conducted to analyze the gap between customer expectations and perceptions. To do this, the Wilcoxon statistical test was used to examine the significance of the gap between customers' expectations and perceptions. In the final stage, by surveying customers' opinions on various areas of service delivery, including drug cartons, distribution services, Internet services, transportation and staff services, and services related to the duration of receiving money from pharmacies, the relationship between them and Qualitative gaps were modelled using an artificial neural network. The results indicate that there is a quality gap between all components of quality, quality dimensions and areas of customer service. This includes components such as the efficiency of the distributer website , the clarity of the customer instructions in the drug distribution companies, the consistency of the customer-requested facilities and the portfolio of facilities provided by the distributer , the fulfilment of the time promised by the distributer to deliver services as well as employee’s empathy in responding sympathetically to the needs of customers are more tangible than other areas.

Total quality management is a philosophy with a scientific perspective that focuses on continuous improvement in companies to provide special value to customers. t It provides the conditions under which customer satisfaction is achieved, with the efforts of everyone in the organization at the lowest real cost,. The aim of this research is to design a structured model through which the sesame product industry can achieve Total quality management. To do so, at first, theoretical foundations were studied and previous domestic and foreign research reviewed which resulted in identification of the components and factors affecting the successful implementation of total quality management. Then, the importance degree of each of the 16 identified factors was assessed using the fuzzy AHP technique.Using Pareto technique, low importance factors were eliminated and the remaining 10 factors were structured in the form of interpretive structural modelling technique. Respondents to the paired comparison questionnaires in both techniques consisted of 13 experts in the sesame production industry. The results of this study indicate that 10 factors affect the successful implementation of TQM at 7 levels. The two factors of management commitment and training were at the initial level, which somehow show the key variables of the model. Also, the design factor of products and services was placed at the end of the model, which in a way represents the output of the model.