Dr Alex Douglas
Title: Reader in Service Quality Management
Telephone: +44 (0)151-231-3755
Alex is a Fellow of the Chartered Quality Institute, a Chartered Quality Professional (CQP), a Senior Member of the American Society for Quality, a Fellow of the Higher Education Academy and a Certified Lean Six Sigma Black Belt.
He has attended conferences, giving keynote addresses and presenting research papers all round the world, including Australia, China, Finland, France, Israel, Italy, Kenya, Malaysia, Mexico, Russia, Slovenia, Sweden, USA and the UK. He has had over 80 articles and research papers published in conference proceedings and a wide range of journals including Total Quality Management, Managing Service Quality, International Journal of Public Sector Management, Journal of Workplace Learning, Managerial Auditing Journal, International Small Business Journal, The International Journal of Productivity and Performance Management, The international Journal of Reliability and Quality Management, International Journal of Six Sigma and Competitive Advantage and The TQM Journal.
He is a member of the Editorial Advisory Board of Managing Service Quality, International Journal of Quality and Service Sciences, International Journal for Excellence in Healthcare Management, Industrial Management and Data Systems, International Journal of Lean Six Sigma, SDMIMD Journal of Management (India) and the International Journal of Modelling in Operations Management.
He is editor of The TQM Journal and has reviewed papers for a wide range of journals including: Management Decision, Managing Service Quality, International Small Business Journal, Industrial Management and Data Systems, Studies in Higher Education and the International Journal of Operations and Production Management.
Alex teaches the Quality Management Route on the BA(Hons) Business Studies programme. This route is approved by the Chartered Quality Institute (CQI). The route includes the Level 5 Managing Quality Module, which has a Best Student prize sponsored by Emerald Publishing, and two Level Six Modules. These are Internal Quality Management Systems Auditing and Improving Process Performance. The latter module is accredited by the Institute of Six Sigma Professionals and successful completion includes the award of a Lean Six Sigma Green Belt certificate of Performance. He has been shortlisted for the Outstanding Teacher Award for the last three years.
Main research interests lie in the areas of operations and quality management in the public and private sectors of industry.
Recent research interests include ISO 9001, Service performance feedback mechanisms including Mystery Shopping and Comment Cards, Quality Management in Professional Service Firms, Service Quality and the tourist experience, Lean and Six Sigma in Services and manufacturing organisations and Customer Satisfaction with particular emphasis on Word-of-Mouth and customer misbehaviours. He has expertise in the use of Critical Incident Technique as a means of data collection.
Kok, S.K., Douglas, A. and McClelland, R.J. (2009) University Management and Globalisation: An Examination of the Changing Dynamics in UK Universities. The International Journal of Knowledge, Culture and Change Management. Vol. 9, No. 3
Kumar, M., Anthony, J. and Douglas, A. (2009) Does Size Matter for Six Sigma Implementation: Findings from the Survey in UK SMEs. The TQM Journal, Vol. 21, No. 6.
Kok,S.K., Douglas, A. and McClelland, R.J. (2009) Collegiality in Flux: The Assimilation of New Management Paradigms and Focus in UK Universities, International Journal of Learning, Vol.16, No.10, pp.637-652.
Asif, M.,de Bruijn, E.J., Douglas, A. and Fisscher, O.A.(2009) Why Quality Management Programs Fail: A Strategic and Operations Management Perspective, International Journal of Reliability and Quality Management. Vol. 26, No. 8, pp. 778-794.
Afzal, S., Douglas, A., and Davies, J. (2010) Cloak and Dagger: Does Mystery Shopping Work, Quality World, May, pp.34-37.
Kok, S.K., Douglas, A., McClelland, R. and Bryde, D. (2010) The move towards Managerialism: Perceptions of Staff in “Traditional” and “New” Universities, Tertiary Education and Management, Vol.16, No.2, pp. 99-113. ISSN 135-1936.
Douglas, A., Douglas, J. and Davies, J. (2010) Differentiation for Competitive Advantage in a Small Family Business, Journal of Small Business and Enterprise Development. Vol.17, No.3, pp. 371-386. ISSN 1462-6004
Laureani, A., Antony, J. and Douglas, A. (2010) Lean Six Sigma in a Call Centre: A Case Study, International Journal of Productivity and Performance Management, Vol. 59, No.8, pp. 757-768.
Arumugam, V., Antony, J. and Douglas, A.(2012) Observation: A Lean Tool for Improving the Effectiveness of Lean Six Sigma. The TQM Journal, Vol. 24, No.3, pp. 275-287. ISSN 1754-2731.
Suresh, S., Antony, J. Kumsar, M. and Douglas, A. (2012) Six Sigma and Leadership: Some Observations and Agenda for Future Research, The TQM Journal, Vol. 24, No.3, pp.231-247. ISSN 1754-2731.
Simon Villar, A. and Douglas, A.(2013) Integrating Management Systems Standards: Does Location Matter? International Journal of Reliability and Quality Management. Accepted and awaiting publication.