Research and publications

Do you need reasons for taking or refraining from certain actions? Research will provide the evidence.

Research

Research will provide the evidence

Please feel free to contact the Polish Certification Centre (PCC-Cert) to find out more about the DIAGNOZA qualitative and SERVQAL quantitative surveys.

Please contact us

Many organisations are keen to improve. All too often, however, decisions are made simply because ‘that’s what we think’.

This can lead to mistakes, losses and dashed hopes.

PCC-Cert recommends a professional approach to improving the way things are run within the company.

Reliable knowledge, backed by independent studies such as DIAGNOZA and SERVQAL, provides a solid foundation for meaningful improvement initiatives.

The benefits of consulting research papers:

reliable data for decision-making and implementing changes, including in the long term

minimalizowanie ryzyka błędnych decyzji, „grzechu” zaniechania i związanych z tym konsekwencjiminimising the risk of wrong decisions, the ‘sin’ of omission and the associated consequences

prestige – investing in research and development (R&D) is something that impresses customers and business partners.

Making the most of the opportunities offered by scientific research demonstrates that the company is managed professionally and that the management is committed to operating efficiently. This is something worth letting others know about.

Which tests should you look into?
Which ones should you opt for?

Quantitative research · SERVQAL

If you wish to obtain ‘hard’ numerical data so that you can track trends, draw generalisations and compare yourselves with others – whether outside the organisation (how we compare with others) or within it (how a particular phenomenon, such as customer satisfaction, changes over time) – you should opt for quantitative research, such as SERVQAL

Qualitative research · DIAGNOSIS

If you are looking for ‘something more’ – in-depth knowledge (rather than figures, a description) – it is worth consulting qualitative research, such as the ‘DIAGNOSIS OF A BUSINESS IN KEY ASPECTS OF ITS OPERATIONS’. A qualitative approach to understanding offers the opportunity to get to the root causes, explain the results and gain insight (rather than merely gathering information).

Publications

PCC-Cert publications:

Marzena Baryluk, Mirosław Baryluk, Decision-making by the auditor,

“Problemy Jakości”, 12/2012, s. 44-52.

Marzena Baryluk, Magdalena Orłowska, The quality of services provided by public sector institutions,

“Problemy Jakości”, 10/2011, s. 37-47.

Marzena Baryluk, Beata Cytowska, Stefania Goździk, Service quality from the customer’s perspective. Based on research in the healthcare sector,

„Problemy Jakości”, 1/2011, s. 42-48.

Marzena Baryluk, Auditors’ communication behaviours as a factor in their professional development,

[w:] Wartości w komunikacji różnych grup społecznych, Marzena Baryluk, Mirosława Wawrzak-Chodaczek (red.), Wyd. A. Marszałek, Toruń 2009, s. 200-208.

Marzena Baryluk, Communication by management system auditors based on research – asking questions,

[w:] Komunikacja społeczna w świecie realnym, Marzena Baryluk, Mirosława Wawrzak-Chodaczek (red.), Wyd. A. Marszałek, Toruń 2008, s. 83-90.

Marzena Baryluk, Improving an auditor’s skills – asking questions,

„Problemy Jakości”, 6/2008, s. 27-29.

Marzena Baryluk, Auditor’s competencies,

„Problemy Jakości”, 1/2008, s. 10-15.

Coming soon:

Marzena Baryluk, Auditor – exerting influence on those being audited.

Previous publications (up to 2007):

Marzena Baryluk, Qualitative research in quality management. Co-research, [in:] Quality management systems – wind in the sails, T. Koch, Wrocław 2007, Wrocław University of Technology Press.

Marzena Baryluk, Building awareness amongst company employees – the possibilities and limitations of the original ‘Co-research’ research model, [in:] Scientific Journals of the Silesian University of Technology. Organisation and Management, vol. 42, Gliwice 2007, Silesian University of Technology Press.

Marzena Baryluk, ‘Soft’ aspects of management system auditors’ competences, [in:] Exploring the Depths of Quality Management, T. Koch, Wrocław 2006, Wrocław University of Technology Press.