Abstract
Purpose - To provide the basis for the development of a specific benchmarking methodology for the foundry industry. Design/methodology/approach - The methodology was developed with the support of the Portuguese Foundry Association (APF). The project was structured in two stages: developing the model for the performance assessment (including performance indicators specially designed for the foundry companies); and conducting a pilot benchmarking exercise in order to validate the model. Both stages received the contribution of eight relevant national foundries. Findings - Provides information about expectations of the benchmarking partners group. Make available a specific benchmarking model for assessing the foudries' performance based on critical factors. Provides foundry-oriented indicators. Confirms that benchmarking is a time-consuming tool, demanding continuous commitment of the top-managers. Research limitations/implications - A limitation of the study is the number of benchmarking partners (eight foundries). The statistical analysis of the results based on this small sample was not practicable, preventing the definition of the presumed causal relations between improvement practices and performance outcomes. Practical implications - The benchmarking model is now available at the APF. From now on, this institution can provide its members with a tool for promoting the co-operation among companies and to enhance and enlarge significantly the available information about this sector. This activity will, certainly, help to improve organisations' performance, upgrading the competitiveness of the metalcasting industry in Portugal. Originality/value - This paper helps the development of benchmarking in the metalcasting industry in which the number of published studies is very limited. © Emerald Group Publishing Limited.

Abstract
Customer satisfaction (CS) and retention are key issues for organisations in today's competitive market place, making its proper evaluation a main concern for companies. Recently, the European Customer Satisfaction Index (ECSI) has been assumed as a reliable and independent frame-of-reference way of assessing CS. This article describes one framework based on ECSI, which attempts to evaluate the factors that contribute to CS for the Portuguese moulds industry. In order to pursue this goal, an ECSI model, specific for the injection mould industry, was designed and tested. Owing to the characteristics of the gathered data, partial least squares was used to estimate model parameters. The estimated model, which shows validity and reliability, demonstrates an excellent capacity for explaining CS (80.4%), as well as loyalty (58.2%). We also propose an approach to link the ECSI model parameters to the generation and evaluation of design solutions for moulds. This linkage allows us to identify the critical factors for achieving high levels of molds' design quality, through analytical hierarchical process (AHP) ranking, and to determine the impact of mould's design solutions over CS and retention.

Abstract
In recent years, the ISO 9000 standard has experienced an extraordinary success. The number of certifications is still increasing worldwide and it is expected that this trend will last. In fact, ISO 9000 certification has become an important factor for doing business in the global market. However, there are many contradictory opinions regarding the real benefits of ISO registration. This paper contributes to this debate by empirically investigating the impact on the Portuguese stock market of achieving ISO 9000 certification. The analysis is based on the event study methodology. The findings suggest that the market positively anticipates the event. A favourable effect is also detected in achieving an early registration within the relevant sector or industry. A financial performance analysis covering a 5-year period centred on the year of the ISO 9000 certification was also carried out. The results suggest that the ISO 9000 certification have a powerful cost effect, decreasing the operating performance and the profitability in the year following the certification. Apparently, companies need one more year to recover those costs.

Abstract
When properly applied, statistical tools are an effective way for improving process quality. Although training on statistical process control (SPC) is increasing, unfortunately it is likely to find examples where the SPC implementation does not lead to any kind of process improvement. In fact, SPC implementation is not a simple and automatic task. Frequently the blind use of these tools causes more perplexity than value. The availability of statistical software together with the pressure for ISO 9000 registration can partially explain this situation. In this paper, the basic principles of some statistical tools are clarified, and a case-study from a ferrous castings foundry is presented, describing a situation in which the traditional inference SPC tools are not recommended. Alternatively, graphical aids are applied in order to support process management decisions.

Abstract
This paper presents a method for modelling and monitoring the individual decision process of wine tasting panelllists. The individual decision of approving or rejecting a wine is based on the panellist's evaluation of the wine characteristics. The decision process is modelled through a logistic regression where the dependent variable is the decision itself (rejected-0 or approved-1) and the independent variables are the characteristics that were considered relevant for the wine evaluation. The process is monitored using a CUSUM control chart for binomial proportions. The control chart variable is the number of disagreements observed (in a sample of size N) between the actual decisions of the panellist and the results anticipated by the logistic regression model. The method was tested in the Port Wine Institute. Such a test revealed that the logistic model is a useful tool for clarifying both the way in which the wine evaluation process is carried out, and how the decisions are taken. Furthermore, the test has also showed that the control chart is responsive to significant changes of the individual decision process.

Abstract
The aim of this paper is to contribute to a better understanding of the determinants of public service quality. Firstly, it explores the relationships that develop during the public service encounter between the citizen, the public organization and society. Secondly, citizen satisfaction and dissatisfaction with public services are both investigated. Furthermore, the paper emphasizes the importance of managing emotions in public services. Finally, it also considers how the quality assessment of public services should take into account implications regarding value to society. The outcome is a holistic model for assessing the quality of public services. © 2010 Springer-Verlag.