This eBook is split into two sections. The first section contains selected papers from the 18th International Conference on ISO & TQM. The three chapters in this section are "Uni-economics: impact of sunspot on quality, productivity & business growth", "Applicability of SIRIM Green 5-S Model for productivity & business growth in Malaysia" and "Inbound event tourism attendees: a group qualities-values approach at destination".

The second part of the eBook contains selected papers from the 17th Toulon-Verona Conference. The chapters included are "The drug logistics process: an innovative experience", "Performance journey mapping: a service performance assessment framework", "Service-based vs. goods-based positioning of the product concept: effects on customer perceived value" and "Green supply chain management: practices and tools for logistics competitiveness and sustainability. The DHL case study".