Liverpool Skyline

Liverpool Business School

Dr Jackie Douglas

Dr Jackie Douglas

Telephone: 0151 231 3593

ORCID

Biography

Degrees

2015, Liverpool John Moores University, Liverpool, United Kingdom, PhD
2004, Liverpool John Moores University, Liverpool, United Kingdom, Master of Arts with Distinction, Educational Management
1998, Liverpool John Moores University, Liverpool, United Kingdom, Bachelor of Arts, Combined Studies

Academic appointments

Senior Lecturer in Management, Liverpool Business School, Liverpool John Moores University, Liverpool, 2005 - present

Postgraduate training

PgC Higher Education, United Kingdom, Liverpool John Moores University, Liverpool, 2009 - 2010

Publications

Highlighted publications

Douglas JA, Muturi D, Douglas A, Ochieng J. 2017. ’The Role of Organisational Climate in Readiness for Change to Lean Six Sigma The TQM Journal, 29 :666-676 DOI Publisher Url Public Url

Douglas JA, Mcclelland R, Davies J, Douglas A. 2015. Understanding student satisfaction and dissatisfaction: An interpretive study in the UK Higher Education Context Studies in Higher Education, 40 :329-349 DOI Author Url Publisher Url

Douglas A, Muturi D, Douglas J, Ochieng J, Sagwe J. 2014. Adopting a Quality Strategy to Make Nations Competitive in a Global Economy: The East Africa Story Chopra P. Quality, Excellence and Measurement a Tribute to Professor Gopal K. Kanji :129-146 Wisdom House Publications Ltd.. Leeds, UK 9781842902462 Publisher Url

Douglas JA. Mystery Shoppers: an evaluation of their use in monitoring performance The TQM Journal, 27 :1-13 DOI Public Url

Douglas J, Douglas A, Cooke H. The Impact of Customer Behaviours on Other Customers' Service Experience 17th International Conference on ISO & TQM

Bonfanti A, Vigolo V, Douglas J, Baccarani C. Servicescape Navigation: A Customer Typology based on the Wayfinding Ability of Italian Hospital Visitors The TQM Journal, DOI Public Url

Gupta SK, Antony J, Lacher F, Douglas JA. Lean Six Sigma for reducing student dropouts in higher education – an exploratory study Total Quality Management and Business Excellence, DOI Author Url Publisher Url Public Url

Flor Vallejo V, Antony J, Douglas J, Alexander P, Sony M. "Development of a road map for Lean Six Sigma implementation and sustainability in a Scottish packaging company" The TQM Journal, DOI Public Url

Journal article

Sony M, Antony J, Douglas J. 2020. Essential Ingredients for the Implementation of Quality 4.0: A narrative review of literature and future directions for research Chiarini A. The TQM Journal, DOI Publisher Url Public Url

Vinodh S, Antony J, Agrawal R, Douglas JA. 2020. Integration of continuous improvement strategies with Industry 4.0: a systematic review and agenda for further research TQM Journal, DOI

Vigolo V, Bonfanti A, Sallaku R, Douglas J. 2019. The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting PSYCHOLOGY & MARKETING, 37 :408-417 DOI Author Url

Douglas JA, Muturi D, Douglas A, Ochieng J. 2017. ’The Role of Organisational Climate in Readiness for Change to Lean Six Sigma The TQM Journal, 29 :666-676 DOI Publisher Url Public Url

Basir SA, Davies J, Douglas J, Douglas A. 2017. The influence of academic culture on quality management system ISO 9001 maintenance within Malaysian universities Journal of Higher Education Policy and Management, 39 :320-340 DOI Author Url Public Url

Douglas A, Douglas J. 2015. Drive Out Fear: Deming’s TQM Cultural Challenge Majstorovic VD. International Journal of Advanced Quality, 43 :5-9 Publisher Url Public Url

Douglas JA, Mcclelland R, Davies J, Douglas A. 2015. Understanding student satisfaction and dissatisfaction: An interpretive study in the UK Higher Education Context Studies in Higher Education, 40 :329-349 DOI Author Url Publisher Url

Douglas A, Douglas J. 2006. Campus spies? Using mystery students to evaluate university performance EDUCATIONAL RESEARCH, 48 :111-119 DOI Author Url

Douglas A, Douglas JA, Davies J. Differentiation for competitive advantage in a small family business Matlay H. Journal of Small Business and Enterprise Development, 17 :371-386 DOI Publisher Url

Douglas JA, McClelland R, Davies J, Sudbury L. Using critical incident technique (CIT) to capture the voice of the student Douglas A. The TQM Journal, 21 :305-318 DOI Publisher Url

Douglas J, McClelland R, Davies J. The development of a conceptual model of student satisfaction with their experience in higher education Dalrymple JF. Quality Assurance in Education, 16 :19-35 DOI Publisher Url

Davies J, Douglas A, Douglas J. The effect of academic culture on the implementation of the EFQM Excellence Model in UK universities Dalrymple JF. Quality Assurance in Education, 15 :382-401 DOI Publisher Url

Douglas J, Douglas A, Barnes B. Measuring student satisfaction at a UK university Dalrymple JF. Quality Assurance in Education, 14 :251-267 DOI Publisher Url

Douglas J, Douglas A. Evaluating Teaching Quality Harvey L. Quality in Higher Education, 12 :3-13 DOI

Douglas A, Douglas J. Campus Spies? Using mystery students to evaluate university performance Brill F, Fletcher-Campbell F. Educational Research, 48 :111-119

Blackmore JA. A critical evaluation of peer review via teaching observation within higher education Roberts BE. The International Journal of Educational Management, 19 :218-232 DOI Publisher Url

Blackmore JA. A critical evaluation of peer review via teaching observation within higher education Roberts BE. The International Journal of Educational Management, 19 :218-232 DOI Publisher Url

Blackmore JA. A critical evaluation of academic internal audit Dalrymple JF. Quality Assurance in Education, 12 :128-135 DOI Publisher Url

Blackmore J, Douglas A. The use of the EFQM Excellence Model in a UK Higher Education Institution Journal of Management Systems, 16 :11-24

Blackmore J, Douglas A. Towards a "better" university: the use of the EFQM Model in a UK Higher Education Institution. Park YH. The Asian Journal on Quality, 4 :1-15 DOI

Douglas JA. Mystery Shoppers: an evaluation of their use in monitoring performance The TQM Journal, 27 :1-13 DOI Public Url

Douglas JA, Douglas , Antony J. Waste Identification and Elimination in HEIs: The Role of Lean Thinking International Journal of Quality and Reliability Management, DOI Public Url

Douglas A, Douglas JA, Ochieng J. Lean Six Sigma implementation in East Africa: findings from a pilot study The TQM Journal, 27 :1-10 DOI Public Url

Bonfanti A, Vigolo V, Douglas J, Baccarani C. Servicescape Navigation: A Customer Typology based on the Wayfinding Ability of Italian Hospital Visitors The TQM Journal, DOI Public Url

Gupta SK, Antony J, Lacher F, Douglas JA. Lean Six Sigma for reducing student dropouts in higher education – an exploratory study Total Quality Management and Business Excellence, DOI Author Url Publisher Url Public Url

Palumbo R, Cavallone M, Ciasullo MV, Douglas J. Framing higher education quality from a business perspective: setting the conditions for enhanced value co-creation Studies in Higher Education, DOI Author Url Public Url

Flor Vallejo V, Antony J, Douglas J, Alexander P, Sony M. "Development of a road map for Lean Six Sigma implementation and sustainability in a Scottish packaging company" The TQM Journal, DOI Public Url

Trakulsunti Y, Antony J, Douglas J. Lean Six Sigma implementation and sustainability roadmap for reducing medication errors in hospitals The TQM Journal, DOI Public Url

Conference publication

Dowson J, Bryde D, Marcano A, Al-Hilou M, Douglas J. 2019. Lean Project Management as a facilitator of Organisational Learning BAM2019 Conference Proceedings, BAM2019 Conference Publisher Url Public Url

Douglas A, Douglas J, Davies J, Ross J-P, Ross P. 2006. Utilising Regulatory Practices for Competitive Advantage Proceedings of the 29th Institute for Small Business and Entrepreneurship Conference, Institute for Small Business and Entrepreneurship (ISBE) Conference

Douglas A, Douglas J, Barnes B. 2006. The Student as Customer Proceedings of the 9th Toulon-Verona Conference on Excellence in Services :291-303

Douglas A, Douglas J, Muir L. Customer Comment Cards: A Critical Evaluation Ho S. 15th International Conference on ISO and TQM (ICIT)

Douglas A, Douglas J, Davies J. The impact of mystery customers on employees 10th International Conference on Quality Management and Organisational Devlopment (QMOD)

Douglas A, Douglas J, Davies J. The Effect of Performance Measurement on People 13th International Conference on Productivity and Quality Research (ICPQR)

Douglas A, Blackmore J, Barnes B. Measuring Student Satisfaction at a UK University 7th Quality Management and Organisational Development (QMOD) Conference, Quality Management and Organisational Development (QMOD) :97-112

Blackmore J, Douglas A. Towards a "better" university: the use of the EFQM model in a UK Higher Education Institution 6th Annual Conference on Quality Management and Organisational Development (QMOD), Quality Management and Organisational Development (QMOD) Conference

Douglas JA, McClelland R, Davies J. The development of a conceptual model of student satisfaction with their experience in higher education 11th ICIT TQM and CG

Douglas A, Douglas JA, Antony J, Green D. Applying Lean Priniciples to a Professional Service Firm: Findings from a Pilot Study Proceedings of the 4th International Conference on Lean Six Sigma, 4th International Conference on Lean Six Sigma

Douglas A, Douglas J, Antony J. Gold in the Mine: Recognising Waste in UK HEIs using Lean Thinking 1st International Conference on Lean Six Sigma for Higher Education

Douglas JA, McClelland R, Sudbury L, Davies J. Comparing Critical Incident Technique and Survey Questionnaires as a means of collecting student feedgback 11th Toulon-Verona Conference :59-69

Douglas A, Douglas J, Antony J, Green D. Applying Lean Principles to a Professional Service Firm: Findings from a Pilot Study 4th International Conference on Lean Six Sigma

Douglas JA, Douglas A. Disruptive Students in Higher Education: Findings from a Pilot Study 16th Toulon-Verona Conference: Excellence in Services

Douglas J, Douglas A, Cooke H. The Impact of Customer Behaviours on Other Customers' Service Experience 17th International Conference on ISO & TQM

Douglas JA. Students behaving badly: the Jaystudent 17th Toulon-Verona Conference: Excellence in Services

Douglas JA, Muturi D, Ochieng J, Douglas A. Organisational Climate and Readiness for Change to Lean Six Sigma Antony J. Fifth International Conference on Lean Six Sigma 30th June and 1st July 2014

Douglas J, Douglas A, Cano M, Moyes D. Factorial Structure for Independent Shops and Cafes Success Factors: A UK Study pending, Excellence in Services International Conference (EISIC) Public Url

Chapters

Douglas A, Muturi D, Douglas J, Ochieng J, Sagwe J. 2014. Adopting a Quality Strategy to Make Nations Competitive in a Global Economy: The East Africa Story Chopra P. Quality, Excellence and Measurement a Tribute to Professor Gopal K. Kanji :129-146 Wisdom House Publications Ltd.. Leeds, UK 9781842902462 Publisher Url

Douglas A, Douglas J, Ciasullo M. Automation and Digitalisation: Impact on the World of Work Giappichelli G. Scritti Seri E Semiseri: In honore di Claudio Baccarrani

Other

Douglas J. Lean thinking: The new way of doing business Management, :18-19

Engagement & Impact

Highlighted activities

Editorial boards:

The TQM Journal, Emerald Journals, Member of the Editorial Review Board. 2016

External PGR examinations performed:

Salford, PhD, The relation between postgraduate student satisfaction and academic staff satisfaction : exploratory case study of Salford Business School. 2016

Conference organisation:

The 17th Toulon-Verona Conference on Excellence in Services, held in the Liverpool Business School, Liverpool John Moores University, Member of the organising committee, http://www.toulonveronaconf.eu/. 2014

Teaching qualification:

Black Belt Lean Six Sigma. 2013

Professional activities

External PGR examinations performed:

Heriot Watt, PhD, Lean Six Sigma Maturity Model within Saudi Arabian Organisations: An Empirical Study. 2017

Salford, PhD, The relation between postgraduate student satisfaction and academic staff satisfaction : exploratory case study of Salford Business School. 2016

Editorial boards:

The TQM Journal, Emerald Journals, Member of the Editorial Review Board. 2016

External collaboration:

University of Portsmouth, Portsmouth Business School. 2014

University of Verona, Claudio Baccarani. 2012

Conference organisation:

The 17th Toulon-Verona Conference on Excellence in Services, held in the Liverpool Business School, Liverpool John Moores University, Member of the organising committee, http://www.toulonveronaconf.eu/. 2014

9th International Quality Management and Organisational Development Conference, Conference Organiser. 2006

Teaching qualification:

Black Belt Lean Six Sigma. 2013

Award:

Outstanding Teacher Award - Employability, Liverpool Students Union. 2012

Outstanding Paper Award, Emerald Literati Network. 2010

Lean Six Sigma Yellow Belt Certificate, Strathclyde University. 2008

Membership of professional bodies:

Fellow, Higher Education Academy. 2010

Industrial connections:

Forum Legati, Member. 2005