Liverpool Skyline

Liverpool Business School

Dr Jackie Douglas

Dr Jackie Douglas

Telephone: 0151 231 3593

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

Bonfanti A, Vigolo V, Douglas J, Baccarani C. 2017. Servicescape navigation: A customer typology based on the wayfinding ability of Italian hospital visitors TQM Journal, 29 :546-563 >DOI

Douglas JA, Douglas A, McClelland RJ, Davies J. 2015. Understanding student satisfaction and dissatisfaction: an interpretive study in the UK higher education context STUDIES IN HIGHER EDUCATION, 40 :329-349 >DOI >Link

Douglas J. 2015. Mystery shoppers: An evaluation of their use in monitoring performance TQM Journal, 27 :705-715 >DOI

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

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

Journal Articles

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

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

Bonfanti A, Vigolo V, Douglas J, Baccarani C. 2017. Servicescape navigation: A customer typology based on the wayfinding ability of Italian hospital visitors TQM Journal, 29 :546-563 >DOI

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

Douglas JA, Douglas A, McClelland RJ, Davies J. 2015. Understanding student satisfaction and dissatisfaction: an interpretive study in the UK higher education context STUDIES IN HIGHER EDUCATION, 40 :329-349 >DOI >Link

Douglas A, Douglas J, Ochieng J. 2015. Lean Six Sigma implementation in East Africa: Findings from a pilot study TQM Journal, 27 :772-780 >DOI

Douglas J. 2015. Mystery shoppers: An evaluation of their use in monitoring performance TQM Journal, 27 :705-715 >DOI

Douglas JA, Antony J, Douglas A. 2015. Waste identification and elimination in HEIs: the role of Lean thinking International Journal of Quality and Reliability Management, 32 :970-981 >DOI

Douglas A, Douglas JA, Davies J. 2010. Differentiation for competitive advantage in a small family business Matlay H. Journal of Small Business and Enterprise Development, 17 :371-386 >DOI

Douglas JA, McClelland R, Davies J, Sudbury L. 2009. Using critical incident technique (CIT) to capture the voice of the student Douglas A. The TQM Journal, 21 :305-318

Douglas J, McClelland R, Davies J. 2008. The development of a conceptual model of student satisfaction with their experience in higher education Dalrymple JF. Quality Assurance in Education, 16 :19-35

Davies J, Douglas A, Douglas J. 2007. 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

Douglas A, Douglas J. 2006. Campus Spies? Using mystery students to evaluate university performance Brill F, Fletcher-Campbell F. Educational Research, 48 :111-119

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

Douglas J, Douglas A. 2006. Evaluating Teaching Quality Harvey L. Quality in Higher Education, 12 :3-13

Douglas J, Douglas A, Barnes B. 2006. Measuring student satisfaction at a UK university Dalrymple JF. Quality Assurance in Education, 14 :251-267

Blackmore JA. 2005. A critical evaluation of peer review via teaching observation within higher education Roberts BE. The International Journal of Educational Management, 19 :218-232 >DOI

Blackmore JA. 2005. A critical evaluation of peer review via teaching observation within higher education Roberts BE. The International Journal of Educational Management, 19 :218-232

Blackmore J, Douglas A. 2004. The use of the EFQM Excellence Model in a UK Higher Education Institution Journal of Management Systems, 16 :11-24

Blackmore JA. 2004. A critical evaluation of academic internal audit Dalrymple JF. Quality Assurance in Education, 12 :128-135

Blackmore J, Douglas A. 2003. 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

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

Other

Douglas J. 2012. Lean thinking: The new way of doing business Management, :18-19

Conference Publication (journal proceedings)

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 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 JA. Students behaving badly: the Jaystudent 17th 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, Douglas A. Disruptive Students in Higher Education: Findings from a Pilot Study 16th Toulon-Verona Conference: Excellence in Services

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

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 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

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 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

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

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

Engagement & Impact

Highlighted activities

Conference organisation:

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

Editorial boards:

Publication: The TQM Journal, Emerald Journals, Position: Member of the Editorial Review Board

External collaboration:

Institution: Institute of Six Sigma Professionals, Collaborator: Steven Anthony

External PGR examinations performed:

Name of University: Salford, Award student examined for: PhD, Thesis title: The relation between postgraduate student satisfaction and academic staff satisfaction : exploratory case study of Salford Business School

Teaching qualification:

Title of qualification gained: Black Belt Lean Six Sigma

Professional activities

Award:

Award title: Outstanding Teacher Award - Employability, Awarding body: Liverpool Students Union

Award title: Outstanding Paper Award, Awarding body: Emerald Literati Network

Award title: Lean Six Sigma Yellow Belt Certificate, Awarding body: Strathclyde University

Conference organisation:

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

Conference name: 9th International Quality Management and Organisational Development Conference, Position: Conference Organiser

Editorial boards:

Publication: The TQM Journal, Emerald Journals, Position: Member of the Editorial Review Board

External collaboration:

Institution: University of Verona, Collaborator: Claudio Baccarani

Institution: Institute of Six Sigma Professionals, Collaborator: Steven Anthony

Institution: University of Portsmouth, Collaborator: Portsmouth Business School

External PGR examinations performed:

Name of University: Heriot Watt, Award student examined for: PhD, Thesis title: Lean Six Sigma Maturity Model within Saudi Arabian Organisations: An Empirical Study

Name of University: Salford, Award student examined for: PhD, Thesis title: The relation between postgraduate student satisfaction and academic staff satisfaction : exploratory case study of Salford Business School

Industrial connections:

Company: Forum Legati, Position or project: Member

Membership of professional bodies:

Fellow, Higher Education Academy

Teaching qualification:

Title of qualification gained: Black Belt Lean Six Sigma