The Impact of the Quality Management System ISO 9000 on Customer Satisfaction of Slovenian Companies

Many companies invest great efforts into achieving appropriate organization and through it better quality of products and services. They try to achieve this in a systematic way following the standard ISO 9000. Implementing ISO is a management decision that requires consideration of company’s operations, strategy, staff and, most importantly, customers. The theoretical part of the research is focused on literature review. Second part-empirical research has been done on the basis of structured questionnaires gathered from 212 responses of Slovenian companies that had already acquired the ISO 9000 quality standard certificate by 2002. We have posed eight questions about the impact of the ISO 9000 on customer satisfaction. The research results in Slovenian companies confirm the ISO 9000 quality standard’s impact on better satisfying customers’ needs and demands, but not the direct impact on business success. This paper also presents a very useful source of solutions and information for managers and researchers in the field of quality systems and customer satisfaction. Additionally, it comprises an short overview of customer relationship management (CRM) as a system that companies can use for monitoring and satisfying the needs of a customer during any given interaction.ISO 9000, quality management systems, customer satisfaction, customer relationship management, marketing

Interbank Contagion in the Dutch Banking Sector: A Sensitivity Analysis

We investigate interlinkages and contagion risks in the Dutch interbank market. Based on several data sources, including survey data, we estimate the exposures in the interbank market at bank level. Next, we perform a scenario analysis to measure contagion risks. We find that the bankruptcy of one of the large banks will put a considerable burden on the other banks but will not lead to a complete collapse of the interbank market. The exposures to foreign counterparties are large and warrant further research. An important contribution of this paper is that we show, using survey data, that the entropy estimation using large exposures data as applied in many previous papers gives an adequate approximation of the actual linkages between banks. Hence, this methodology does not seem to introduce a bias.

COMMUNITY-BASED TOURISM: THE CASE OF THE BUTRINT NATIONAL PARK, SOUTH ALBANIA

The concept of Community Based Tourism (CBT) has been a further development within the sustainable tourism approach. Drawing from the theories and practice of participatory development, it specifically focuses on the impact tourism may have on local communities with the aim of maximizing benefits in terms of jobs, wealth, and support for local culture and industry, and protection of the built and natural environment. Thus the challenge is to put local communities at the center of tourism initiatives and supports in an effort to create win-win solutions concerning the management of tourism destinations. CBT is planned with the goal of preserving local natural and cultural assets, so that both residents and visitors may benefit from the tourism experience. Dealing with culture and sustainable development should be done within the objective of promoting sustainable development in the region and conserve the Butrint National Park (BNP), by engaging surrounding communities in the development of community-based tourism products and services. The underlying assumption of intervention is that CBT assists in the conservation of BNP’s cultural and natural values by demonstrating the Park’s potential to the local communities in order to generate sustainable economic activities.Sustainable; Ecotourism; Community Based Tourism;

Interbank Contagion in the Dutch Banking Sector

We investigate interlinkages and contagion risks in the Dutch interbank market. Based on several data sources, including the answers of banks to a questionnaire, we estimate the exposures in the interbank market at bank level. Next, we perform a scenario analysis to measure contagion risks. We find that the bankruptcy of one of the large banks will put a considerable burden on the other banks, but will not lead to a complete collapse of the interbank market. The contagion effects of the failure of a smaller bank are limited. The exposures to foreign counterparties are large and warrant further research. An important contribution of this paper is that we show, using survey data, that the entropy estimation using large exposures data as applied in many previous papers gives an adequate approximation of the actual linkages between banks. Hence, this methodology does not seem to introduce a bias.interbank market; contagion; simulation

National park Kornati: the problem of preservation

U središnjem dijelu hrvatskog Jadrana, između šibenskih i zadarskih otoka, smjestila se jedna zasebna skupina otoka, Kornati. Zbog izuzetnih krajobraznih ljepota, zanimljive geomorfologije, velike razvedenosti obale i bogatih biocenoza morskog ekosustava, godine 1980. veći dio Kornatskog akvatorija proglašen je nacionalnim parkom. Danas NP "Kornati" zauzima površinu od oko 220 km2 i uključuje ukupno 89 otoka, otočića i hridi s približno 238 km obalne. Pored ovog, relativno velikog broja otoka, kopneni dio parka čini tek manje od 1/4 ukupne površine, dok je sve ostalo morski ekosustav. Kornatski arhipelag je iznimno bogat životinjskim i biljnim vrstama, no zbog nedovoljne istraženosti vrlo je malo podataka o vrstama koje obitavaju u nacionalnom parku. Kopnena flora i nakon dugog niza godina i dalje nije u potpunosti poznata. Procjenjuje se da u području Kornatskog otočja egzistira oko 700 - 800 biljnih svojti. U vegetacijskofitogeografskom smislu, Kornati pripadaju eumediteranskoj vegetacijskoj zoni mediteranskolitoralnog pojasa mediteranske regije, a fitogeografski pripadaju istočnojadranskom sektoru jadranske provincije. Kopnena fauna Kornatskog arhipelaga je vrlo malo proučena, dok je morska fauna mnogo bolje istražena. Broji 352 svojte, što čini oko 52% od ukupnog broja zabilježenih bentoskih svojti u Jadranu (682 svojte) i 3 vrste morskih cvjetnica. U novije doba posebna pozornost se posvećuje istraživanju morske faune. Prema dosadašnjim istraživanjima utvrđeno je oko 850 svojti makro- i meiofaune. Posebno su istražena životne zajednice morskog dna i naselja riba. Pretpostavlja se da u akvatoriju Kornatskog otočja živi barem 2500 do 3000 svojti bentoske i pelagičke faune. Godine 1980. Kornatski arhipelag je proglašen Zakon o Nacionalnom parku "Kornati" koji je obuhvatio Donje Kornate (Kornatski i Piskerski otočni niz) i jugoistočni dio Dugog Otoka sa zaljevom Telašćica. U granicama parka našlo se područje ukupne površine 26.200 hektara koje se protezalo na tadašnje dvije općine: Šibensku i Zadarsku. Tokom niza godina došlo je do mnogo promjena u zakonima o zaštiti parka no danas je na snazi Zakon o izmjenama Zakona o Nacionalnom parku "Kornati", donesen 1997. Godine, kojim je područje parka smanjeno na približno 21.800 hektara i u kojem se našlo ukupno 89 otoka, otočića i hridi. Do promjena u zakonima dolazi uglavnom zbog administrativnih i zakonodavnih problema, a ne zbog poboljšanja problema vezanih za zaštitu prirode. Najveća prijetnja Nacionalnom parku Kornati je antropogeni utjecaj. Zbog veličine parka i položaja vrlo je teško poduzeti prave mjere zaštite. Samim time javlja se i problem provođenja zakona i odredbi kao i nadziranje i kontrola provođenja zakona u slučaju kršenja postojećih zakona. Osim antropogenih utjecaja prijetnja parku su i klimatske nepogodnosti, za koje je također odgovoran čovjek. Sam biološki štetan utjecaj na biocenoze parka vrlo je teško kontrolirati uvođenjem zakona te bi trebali stupiti na snagu zakoni i odredbe za istraživanje i uvođenje projekata u kojima bi se istražile razne mogućnosti očuvanja preostalog živog i neživog dijela krajobraza Kornatskog arhipelaga.In the middle part of the Croatian Adriatic Sea, at the join of the islands of Šibenik and Zadar, are located numerous islands that are by many things special, islands called Kornati. Because of its breathtaking landscapes, interesting geomorphology, well indented coastline and its rich sea ecosystem, in the year 1980, the majority of islands have become a national park. Kornati Islands National Park consists of 140 islands, some large, some small, making Kornati the densest archipelago in the Mediterranean Sea. And by this, relatively big number of islands, the continetal part of the part makes a little less than 1/4 of its total size, while the rest of its area is the sea and its flora and fauna. Although, the Kornati archipelago has a very rich flora and fauna, most of its unique species are not enough researched. The majority of vegetation is still, after many years, practically unknown. It is estimated that there are around 800 plant species. The land fauna is being researched and it is known that there are around 352 species that are typical for the Adriatic and the Mediterranean. Apart from sea-gulls, which are the most numerous animals, there are some lizards and ring-snakes, and 69 varieties of butterfly, some amphibians and rodents. The local ichthyological fauna is also sparse. As regards marine life, the Kornati islands are typical of the Adriatic and the Mediterranean, but, due to the underwater relief, streams and special characteristics of the sea in this labyrinth, there are also some peculiarities: algae, corals and sponges. The researches estimate that there are around 3000 species that are either pelagic or benton species. Since the year 1980 the Kornati archipelago has been protected by the Law of the National Park Kornati, which includes the Lower Kornati Islands and the SE part of Dugi otok with the Telašćica bay. The area protected by the law is more than 26 200 ha. Over the years the law changed, and today the 1997 Law of the National Park Kornati protects the archipelago that was reduced to 21 800 ha. The main problem is that the laws changed because of administrative and legislative problems, and not becuase the state wants to offer better protection to numerous islands. The biggest threat to harmony on the islands is the antropogenic influence. Due to its size it is very hard to provide maximum protection and law reforms to the Kornati Islands. In addition, climate changes are also harming the ecosystem, and the state should support and finance more projects and scientific researches in order to fully preserve the landscape and its ecosystem

Is NO the Answer? The Nitric Oxide Pathway Can Support Bone Morphogenetic Protein 2 Mediated Signaling

The growth factor bone morphogenetic protein 2 (BMP2) plays an important role in bone development and repair. Despite the positive effects of BMP2 in fracture healing, its use is associated with negative side effects and poor cost effectiveness, partly due to the large amounts of BMP2 applied. Therefore, reduction of BMP2 amounts while maintaining efficacy is of clinical importance. As nitric oxide (NO) signaling plays a role in bone fracture healing and an association with the BMP2 pathway has been indicated, this study aimed to investigate the relationship of BMP2 and NO pathways and whether NO can enhance BMP2-induced signaling and osteogenic abilities in vitro. To achieve this, the stable BMP reporter cell line C2C12BRELuc was used to quantify BMP signaling, and alkaline phosphatase (ALP) activity and gene expression were used to quantify osteogenic potency. C2C12BRELuc cells were treated with recombinant BMP2 in combination with NO donors and substrate (Deta NONOate, SNAP & L-Arginine), NOS inhibitor (LNAME), soluble guanylyl cyclase (sGC) inhibitor (LY83583) and activator (YC-1), BMP type-I receptor inhibitor (LDN-193189), or protein kinase A (PKA) inhibitor (H89). It was found that the NOS enzyme, direct NO application, and sGC enhanced BMP2 signaling and improved BMP2 induced osteogenic activity. The application of a PKA inhibitor demonstrated that BMP2 signaling is enhanced by the NO pathway via PKA, underlining the capability of BMP2 in activating the NO pathway. Collectively, this study proves the ability of the NO pathway to enhance BMP2 signaling