Hukuk Fakültesi

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    Article
    Citation Count: 15
    Internal Customer Satisfaction Improvement with QFD Technique
    (Emerald Group Publishing Limited, 2016) Camgöz-Akdağ, Hatice; İmer, Havva Pınar; Ergin, Kebire Nazlı
    Purpose - The purpose of this paper is to employ quality function deployment (QFD) method for translating internal customer needs and expectations into appropriate service specifications to perform existing process assessments in relation to quality characteristics for increasing internal customer satisfaction. Design/methodology/approach - The integration of SERVQUAL into QFD has been used to set the success factors to improve quality in the textile industry. One of the largest textile companies in Turkey provided the sample. A SERVQUAL-type of questionnaire was used and a total of 32938 questionnaires were distributed both manually and online 24551 usable were received comprising a response rate of 77.31 percent. Findings - Findings of the QFD application suggest internal customer focus as having the highest weight score of almost 12 percent improvement. In addition improvements in technical requirements of politeness and process communication have a 9 percent impact each on internal customer satisfaction criteria. Research limitations/implications - QFD technique is able to provide companies with a better understanding of internal customer expectations and translate these into appropriate service specifications and perform existing process assessment. Originality/value - This paper is a first attempt that applies this integrative approach to a different type of industry thus offering practical and applied information for professionals engaged in academia and as practitioners.
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    Article
    Citation Count: 11
    Introducing a Fairness-Based Theory of Prosecutorial Legitimacy Before The International Criminal Court
    (Oxford University Press, 2016) Varaki, Maria
    The International Criminal Court became operative in 2002. The first prosecutor of the Court faced the enormous challenge of setting up a series of policies addressing at the same time the backlog of overriding expectations. His task was daunting and his prosecutorial choices triggered a series of controversies among a variety of relevant audiences while the concept of legitimacy appeared to become the panacea to the debate. The current contribution purports to achieve a twofold goal using a doctrinal descriptive and normative angle: (i) to provide an alternative normative theory of the thorny principle of prosecutorial discretion and particularly of the interests of justice reference based on the fairness aspect of legitimacy and (ii) to recommend an alternative to today's adopted prosecutorial policy with regard to the interests of justice reference in Article 53 emphasizing its long-term effect on the overall perception of the Court.