Full Professor Elizabeta Mitreva, Ph.D. Faculty of Tourism and Business Logistics, Goce Delcev University, Stip, North Macedonia mail: elizabeta.mitreva@ugd.edu.mk; elizabeta.mitreva@gmail.com ORCID: https://orcid.org/0000-0002-1816-2185 Scopus Author ID: 26534752300 ResearcherID: A-4047-2015 https://scholar.google.com/citations?user=hGJGsGsAAAAJ&hl=en Website: https://www.ugd.edu.mk Fields of Interest:Total Quality Management (TQM); Business Process Improvement; Business Process Optimization