Template-Type: ReDIF-Article 1.0 Author-Name: P. Raghuram Author-X-Name-First: P. Author-X-Name-Last: Raghuram Author-Name: Dhianeshwar Jawahar Author-X-Name-First: Dhianeshwar Author-X-Name-Last: Jawahar Title: Empirical investigation of supply disruption in plastic SMEs Abstract: Supply disruption is the major reason for closure of small and medium scale (SMEs) plastic industries. Plastic recycling process and raw material quality are the major factors affecting the competence of the manufacturer. In this paper, we develop an empirical framework to ascertain relationships between the various influencing factors of supply disruption leading to closure of SMEs. A theoretical model is proposed taking into account all the identified factors leading to supply disruption. To validate this theoretical model, structural equation modelling (SEM) is used by collecting data from 195 plastic SMEs. From the results obtained, it was found that financial status, irregular supply of scrap, unavailability of labour and quality of the raw material are the major issues affecting the supply chain. By taking evasive action, start-ups as well as existing companies can avoid the causes of supply disruption resulting in improved performance measures. Journal: Int. J. of Productivity and Quality Management Pages: 450-470 Issue: 4 Volume: 33 Year: 2021 Keywords: supply disruption; plastic SMEs; empirical framework; structural equation modelling; SEM. File-URL: http://www.inderscience.com/link.php?id=117249 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:4:p:450-470 Template-Type: ReDIF-Article 1.0 Author-Name: Negin Torkamani Author-X-Name-First: Negin Author-X-Name-Last: Torkamani Author-Name: Zahra Jalilibal Author-X-Name-First: Zahra Author-X-Name-Last: Jalilibal Author-Name: Amirhossein Amiri Author-X-Name-First: Amirhossein Author-X-Name-Last: Amiri Title: A novel procedure to improve traditional EWMA control chart performance in detecting both small and large shifts Abstract: Different control charts are proposed by many researchers for the aim of detecting process shifts in the mean and assuring quality of the product. Exponentially weighted moving average (EWMA) control charts is one of the famous charts which performs well in detecting small shifts in the process mean. In this paper, a new statistic based on different smoothing parameters is proposed to improve the performance of the exponentially weighted moving average (EWMA) control chart in detecting large shifts as well as small and medium shifts. The performance of the developed scheme based on the proposed smoothing parameter is evaluated in terms of average run length criterion in comparison with the traditional EWMA control chart. The results show the better performance of the proposed scheme rather than the traditional EWMA control charts in most cases. Journal: Int. J. of Productivity and Quality Management Pages: 435-449 Issue: 4 Volume: 33 Year: 2021 Keywords: control chart; exponentially weighted moving average; EWMA; smoothing parameter; statistical process monitoring. File-URL: http://www.inderscience.com/link.php?id=117250 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:4:p:435-449 Template-Type: ReDIF-Article 1.0 Author-Name: Huong Thi Xuan Phung Author-X-Name-First: Huong Thi Xuan Author-X-Name-Last: Phung Author-Name: Anh Chi Phan Author-X-Name-First: Anh Chi Author-X-Name-Last: Phan Author-Name: Ha Thu Nguyen Author-X-Name-First: Ha Thu Author-X-Name-Last: Nguyen Author-Name: Yoshiki Matsui Author-X-Name-First: Yoshiki Author-X-Name-Last: Matsui Title: Mediation effects of information technology links with suppliers and information sharing with suppliers in the relationship of supply chain process integration and supply chain performance Abstract: This paper presents the results of empirical study on the impacts of supply chain process integration on upstream supply chain performance both directly and indirectly through serial-multiple mediation of information technology links and information sharing with suppliers. Statistical techniques were applied to analyse the data collected from 304 global manufacturing firms from 13 countries in the framework of <i>High Performance Manufacturing Project</i>, round 4 (2013-2015). Both information technology links with suppliers and information sharing with suppliers were found to be independent mediators of the relationship between supply chain process integration and upstream supply chain performance. In addition, information technology links and information sharing with suppliers mediated this relationship serially. This study provides important insights for both manufacturers who seek to improve upstream supply chain performance and suppliers who look for better coordination with manufacturing buyers. Journal: Int. J. of Productivity and Quality Management Pages: 542-567 Issue: 4 Volume: 33 Year: 2021 Keywords: supply chain process integration; SCPI; information technology links; information sharing; supply chain performance; SCP. File-URL: http://www.inderscience.com/link.php?id=117251 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:4:p:542-567 Template-Type: ReDIF-Article 1.0 Author-Name: Ramakant Sinha Author-X-Name-First: Ramakant Author-X-Name-Last: Sinha Author-Name: Abhijeet Ganguly Author-X-Name-First: Abhijeet Author-X-Name-Last: Ganguly Title: Non-traditional optimisation approaches for economic design of X control chart Abstract: Control charts are extensively utilised in the manufacturing industry for monitoring and controlling production strategies. Their design involves the selection of three parameters namely, the sample size (<i>n</i>), the sampling interval (<i>h</i>) and the width of the control limit (<i>k</i>). In the case of economic design, these three design parameters are selected in such a way that, the overall cost of controlling the process is the least. Based on the continuity of industrial processes, in this research, two-loss cost models are being considered. The loss costs for these two models are minimised using genetic algorithm (GA) and simulated annealing (SA) optimisation techniques. Further, for better clarity of work, a numerical example has been considered and solved using these two optimisation techniques. The results of which are found to be better than the earlier published results. Journal: Int. J. of Productivity and Quality Management Pages: 517-541 Issue: 4 Volume: 33 Year: 2021 Keywords: economic design; genetic algorithm; loss cost; simulated annealing; X control chart. File-URL: http://www.inderscience.com/link.php?id=117252 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:4:p:517-541 Template-Type: ReDIF-Article 1.0 Author-Name: Ajay Kumar Author-X-Name-First: Ajay Author-X-Name-Last: Kumar Title: Maximising availability of complex repairable systems and flexible selection of performance parameter using PSO Abstract: In this research study, particle swarm optimisation (PSO) has been implemented for availability analysis of a complex repairable industrial system namely mash kettle of an existing brewery plant. PSO algorithm is computationally simple and efficient. The mash kettle system is modelled structurally representing its various constituent elements/components and their interconnections. Probability relationship of different feasible state are generated using the transition diagram. Performance analysis is done to observe the criticality of the constituent elements/components. The particle swarm optimisation algorithm provides a varied and wide range of performance measures of various elements/components for a predetermined optimised value of the availability of the system. PSO algorithm is validated by comparing with genetic algorithm and Markov methods for the results of optimal availability. The consequences of this paper will be beneficial for the maintenance engineer and plant staff to accomplish best attainable system performance/availability and to plan appropriate maintenance strategies. Journal: Int. J. of Productivity and Quality Management Pages: 493-516 Issue: 4 Volume: 33 Year: 2021 Keywords: mash kettle; repair and failure rates; performance analysis; particle swarm optimisation; PSO; availability; brewery plant; flexibility. File-URL: http://www.inderscience.com/link.php?id=117253 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:4:p:493-516 Template-Type: ReDIF-Article 1.0 Author-Name: Thalía Obredor-Baldovino Author-X-Name-First: Thalía Author-X-Name-Last: Obredor-Baldovino Author-Name: Katherinne Salas-Navarro Author-X-Name-First: Katherinne Author-X-Name-Last: Salas-Navarro Author-Name: Luis López-Andrade Author-X-Name-First: Luis Author-X-Name-Last: López-Andrade Author-Name: Rafael Ariza-Avendaño Author-X-Name-First: Rafael Author-X-Name-Last: Ariza-Avendaño Author-Name: Shib Sankar Sana Author-X-Name-First: Shib Sankar Author-X-Name-Last: Sana Title: Multi-objective model for the location of distribution centres with cost evaluation, road access and insecurity Abstract: This paper presents an alternative to the location of distribution centres considering a multi-objective model minimising insecurity cost and road access for a case study in the City of Barranquilla (Colombia). For the solution of the model, 15 different scenarios of variation of the importance of the proposed objectives are considered. As a basis for the design of the modelling, the characterisation and classification of the variables with the highest incidence in the location of distribution centres or warehouses are posed. It is possible to demonstrate the impact of the evaluation and analysis of the mathematical model for the location of this type of facility. Journal: Int. J. of Productivity and Quality Management Pages: 369-382 Issue: 3 Volume: 32 Year: 2021 Keywords: multi-objective model; location of facilities; security; costs; road access; distribution centres. File-URL: http://www.inderscience.com/link.php?id=113670 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:3:p:369-382 Template-Type: ReDIF-Article 1.0 Author-Name: José Carlos De Toledo Author-X-Name-First: José Carlos De Author-X-Name-Last: Toledo Author-Name: Fabiane Letícia Lizarelli Author-X-Name-First: Fabiane Letícia Author-X-Name-Last: Lizarelli Author-Name: Miguel Angel Aires Borrás Author-X-Name-First: Miguel Angel Aires Author-X-Name-Last: Borrás Author-Name: Manoel Fernando Martins Author-X-Name-First: Manoel Fernando Author-X-Name-Last: Martins Title: Statistical thinking and techniques: use and benefits in manufacturing companies Abstract: Statistical thinking (STk) and statistical techniques (STe) are closely related to improvement programs, but its routine application faces limitations and the reasons for this fact are poorly studied in the academic and managerial fields. This paper analyses the association between STk, STe and the benefits by this use with the characteristics of the companies and improvement programs. A web survey was conducted and a sample of 243 medium and large Brazilian manufacturing companies was obtained. The results show that there are groups of companies with different levels of use of STk and STe and perceived benefits and the differences are mainly associated with the importance of quality for the competitive strategy, the existence of formal actions for the dissemination and application of STk and STe and improvement programs use. The findings allow companies to direct efforts towards the use of STk and STe and generate greater benefits with improvement application. Journal: Int. J. of Productivity and Quality Management Pages: 471-492 Issue: 4 Volume: 33 Year: 2021 Keywords: statistical thinking; statistical techniques; survey; improvement programs; manufacturing companies; quality; statistical; productivity; use of statistical approach; benefits. File-URL: http://www.inderscience.com/link.php?id=117254 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:4:p:471-492 Template-Type: ReDIF-Article 1.0 Author-Name: Mohan Rao Author-X-Name-First: Mohan Author-X-Name-Last: Rao Title: Evaluating performance in the golf course industry using the PPP model Abstract: The golf industry in the USA has suffered from an over-saturated market for several years, due to market and demographic changes. As golf courses, both municipal and private, struggle to stay in business, it is vital that performance is evaluated to identify problem areas so that corrective actions can be taken in a timely fashion. A profit-linked performance measurement model such as the 'profitability = productivity + price recovery' (PPP) model can be very effective in performance measurement. This study utilises the PPP model to evaluate golf course performance from which lessons can be drawn for wider implementation. The PPP model generates performance results in terms of productivity, price recovery, and profitability contributions. Journal: Int. J. of Productivity and Quality Management Pages: 344-368 Issue: 3 Volume: 32 Year: 2021 Keywords: golf; golf course management; multifactor productivity; performance measurement; productivity. File-URL: http://www.inderscience.com/link.php?id=113671 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:3:p:344-368 Template-Type: ReDIF-Article 1.0 Author-Name: Arsalan Najmi Author-X-Name-First: Arsalan Author-X-Name-Last: Najmi Author-Name: Waqar Ahmed Author-X-Name-First: Waqar Author-X-Name-Last: Ahmed Author-Name: Shahab Uddin Author-X-Name-First: Shahab Author-X-Name-Last: Uddin Author-Name: Suhaiza Zailani Author-X-Name-First: Suhaiza Author-X-Name-Last: Zailani Title: Enhancing performance through total quality management in the pharmaceutical manufacturing industry of Pakistan Abstract: The study is focused on the evaluation of total quality management (TQM) in the pharmaceutical companies of Pakistan and the effect that it produces. After thorough literature review, seven hypotheses were postulated comprising of nine variables encompassing TQM elements. A survey-based quantitative approach was utilised in which primary data was collected through self-administered questionnaires. Out of 350 questionnaires circulated, 301 responses were received that were used for the data analysis. The collected data was analysed using PLS-SEM and results were statistically evaluated. The investigation concluded that quality culture creates a chain effect that greatly improves performance of a company. It was also concluded that the proposed hypotheses are positively supported and that the implementation of TQM elements bring about positive changes in the overall performance of the pharmaceutical industry of Pakistan. Journal: Int. J. of Productivity and Quality Management Pages: 21-45 Issue: 1 Volume: 33 Year: 2021 Keywords: total quality management; TQM; pharmaceutical companies; performance; Pakistan. File-URL: http://www.inderscience.com/link.php?id=115256 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:1:p:21-45 Template-Type: ReDIF-Article 1.0 Author-Name: M. Santhose Author-X-Name-First: M. Author-X-Name-Last: Santhose Author-Name: V. Senthil Author-X-Name-First: V. Author-X-Name-Last: Senthil Author-Name: S.R. Devadasan Author-X-Name-First: S.R. Author-X-Name-Last: Devadasan Author-Name: K. Balakrishnan Author-X-Name-First: K. Author-X-Name-Last: Balakrishnan Title: Emergence of ISO 9001:2015 standard and its linkage with world class manufacturing strategies Abstract: Right from the days of their release, ISO 9000 series standards-based quality management system (QMS) has been implemented in large number of organisations. Whenever revisions were made, organisations tuned their QMS to adhere to the respective revised version of ISO 9000 series standards. This kind of need has arisen now due to the release of ISO 9001:2015 standard. In the context of observing this need, the survey reported in this paper was carried out with the objective of exploring the nuances of ISO 9001:2015 standard and its implementation trend in organisations. The results of this survey have indicated that the organisations are now slowly turning their QMS to adhere to the stipulations of ISO 9001:2015 standard. Further, in this article, the need of integrating 'total productive maintenance' (TPM) with the ISO 9001:2015 standard-based QMS is pointed out. This article is concluded by claiming that such integration and its implementation will enable the modern organisations to attain world class manufacturing goals. Journal: Int. J. of Productivity and Quality Management Pages: 46-56 Issue: 1 Volume: 33 Year: 2021 Keywords: quality management system; QMS; ISO 9001:2015 standard; world class manufacturing strategies; knowledge management; SIPOC; PDCA; total productive maintenance; TPM. File-URL: http://www.inderscience.com/link.php?id=115257 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:1:p:46-56 Template-Type: ReDIF-Article 1.0 Author-Name: Minh Hue Nguyen Author-X-Name-First: Minh Hue Author-X-Name-Last: Nguyen Author-Name: Phan Chi Anh Author-X-Name-First: Phan Chi Author-X-Name-Last: Anh Author-Name: Yoshiki Matsui Author-X-Name-First: Yoshiki Author-X-Name-Last: Matsui Title: A comparative study of quality management practices between Vietnamese and Japanese manufacturing plants Abstract: This study aims to investigate impact of quality management practices on operational capabilities in Vietnamese and Japanese manufacturers, and then, compare the impact between two countries. Statistical techniques are applied to analyse data collected from 25 Vietnamese and 22 Japanese manufacturing plants through an international joint research called high performance manufacturing (HPM) - round 4 in 2014-2015. Analytical results indicate positive impact from supplier involvement in quality improvement and process control but negative impact from feedback and continuous improvement and learning on operational capabilities. The impacts of supplier involvement in quality improvement and feedback practices are significantly different between Japanese and Vietnamese manufacturing companies. The results provide empirical evidence on the implementation quality management practices in different countries, and offer some insights into performance improvement in both developed and developing countries. Journal: Int. J. of Productivity and Quality Management Pages: 127-156 Issue: 1 Volume: 33 Year: 2021 Keywords: quality management; operational capability; manufacturing company; Vietnam; Japan; comparative study. File-URL: http://www.inderscience.com/link.php?id=115258 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:1:p:127-156 Template-Type: ReDIF-Article 1.0 Author-Name: Bertha Viviana Ruales Guzmán Author-X-Name-First: Bertha Viviana Ruales Author-X-Name-Last: Guzmán Author-Name: Oscar Fernando Castellanos Domínguez Author-X-Name-First: Oscar Fernando Castellanos Author-X-Name-Last: Domínguez Author-Name: Alessandro Brun Author-X-Name-First: Alessandro Author-X-Name-Last: Brun Title: Instruments to identify relevant quality management practices to productivity Abstract: The objective of this research was to develop data collection instruments that allow the identification of the relevant quality management practices (QMp) to productivity indicators of the dairy industry. The identification of the variables was carried out, on the one hand, through an exhaustive literature review and, on the other hand, through the suggestions of academy and industry experts. Subsequently, the most cited models in the literature about quality management were considered in the construction and validation of the instruments. The findings revealed the 32 most reported QMp in the literature and seven productivity indicators of the dairy industry suggested by the experts. Content validation evinced that the vocabulary and structure of the instruments are adequate and understandable. The originality and value of the developed instruments in this study consist in that, unlike the previous ones, they will allow identifying the relevant QMp to specific productivity indicators in the dairy industry context. Journal: Int. J. of Productivity and Quality Management Pages: 84-126 Issue: 1 Volume: 33 Year: 2021 Keywords: data collection instrument; quality management; productivity; agro-industrial sector; dairy industry; questionnaire; interview; checklist. File-URL: http://www.inderscience.com/link.php?id=115259 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:1:p:84-126 Template-Type: ReDIF-Article 1.0 Author-Name: Taghrid Suifan Author-X-Name-First: Taghrid Author-X-Name-Last: Suifan Author-Name: A. Daraba'a Author-X-Name-First: A. Author-X-Name-Last: Daraba'a Author-Name: Lilana Sukkari Author-X-Name-First: Lilana Author-X-Name-Last: Sukkari Author-Name: Salah Alhyari Author-X-Name-First: Salah Author-X-Name-Last: Alhyari Author-Name: Rateb J. Sweis Author-X-Name-First: Rateb J. Author-X-Name-Last: Sweis Title: The relationship between the competency level and the efficiency of a project manager: self-perspective vs. subordinates' perspective Abstract: This research investigated the relationship between the competency level of project managers and the efficiency of executing projects. The research surveyed project managers and engineers in Jordanian consultation companies for project management registered in Amman Chamber of Commerce. A scale based on Dulewicz and Higgs's Leadership Dimensions Questionnaire was used to evaluate the competencies of managers leading construction projects of different sizes. The results revealed that the relationship is positive. Furthermore, the competency of project managers is significant to the efficiency of execution, an emotional competency is the most important dimension to achieving efficiency, and the managerial dimension is the weakest among project managers. The emotional part of project managers' competencies must be developed to improve efficiencies. Hence, more studies should be implemented in specific areas of managerial competencies. This paper offers an original view of the concept of competency as it relates to the efficiency of the project manager relying on literature review and empirical evidence. Journal: Int. J. of Productivity and Quality Management Pages: 57-83 Issue: 1 Volume: 33 Year: 2021 Keywords: competency; efficiency; project management; construction; Jordan. File-URL: http://www.inderscience.com/link.php?id=115260 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:1:p:57-83 Template-Type: ReDIF-Article 1.0 Author-Name: Zahra Akrami Author-X-Name-First: Zahra Author-X-Name-Last: Akrami Author-Name: Seyed-Hadi Mirghaderi Author-X-Name-First: Seyed-Hadi Author-X-Name-Last: Mirghaderi Author-Name: Ali Naghi Mosleh Shirazi Author-X-Name-First: Ali Naghi Mosleh Author-X-Name-Last: Shirazi Title: Waste analysis framework for lean production: pilot study in a healthcare setting Abstract: This paper utilises the constructive research approach for developing a systematic and step-by-step waste analysis framework. The purpose is to facilitate the implementation of lean operations in organisations. The suggested framework consists of seven steps: 1) finding the cause of wastes; 2) finding solutions; 3) diagramming the relationship among wastes, causes, and solutions; 4) estimating the cost of wastes; 5) determining the weight of wastes; 6) clustering wastes; 7) ranking waste clusters. By implementing the proposed framework in a hospital ward, which tends to be a lean healthcare system, we found that there are three clusters in 20 wastes. Then, we ranked the clusters concerning the cost and importance of the wastes. Real-world results confirmed that this method has the capability of providing a scientific way for the selection of a cluster of wastes with higher priority than others and subsequently, facilitating removal of the cluster. Journal: Int. J. of Productivity and Quality Management Pages: 102-122 Issue: 1 Volume: 34 Year: 2021 Keywords: muda; waste analysis; waste elimination; lean; lean production; lean healthcare; lean hospital; waste analysis framework; WAF; constructive research approach; CRA. File-URL: http://www.inderscience.com/link.php?id=118080 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:1:p:102-122 Template-Type: ReDIF-Article 1.0 Author-Name: Ritesh Sharma Author-X-Name-First: Ritesh Author-X-Name-Last: Sharma Author-Name: Sanjeev Kumar Author-X-Name-First: Sanjeev Author-X-Name-Last: Kumar Author-Name: Rajeev Kumar Saha Author-X-Name-First: Rajeev Kumar Author-X-Name-Last: Saha Title: Impact of input parameters variability on surface roughness and density on laser sintered AlSi10Mg specimens Abstract: Process parameters significantly influence the properties of the specimen in any manufacturing system. Laser sintering is no exception when it comes to properties like surface roughness; density or mechanical properties. The present study is focused on evaluating the influence of process parameters specifically laser power, scan speed, hatch spacing and orientation on part properties namely density and surface roughness of the specimens sintered on selective laser melting of AlSi10Mg alloy. To delineate the parameters, the design of experiments was created using RSM. The data so received by conducting the experiments and observing the readings of the outcomes under study were analysed using ANOVA analysis. The optimisation was carried out using MATLAB software with optimisation toolbox. Hatch spacing proved to be the major contributor for influencing both density as well as surface roughness when the final outcomes were investigated. Journal: Int. J. of Productivity and Quality Management Pages: 84-101 Issue: 1 Volume: 34 Year: 2021 Keywords: AlSi10Mg; surface roughness; density; response surface methodology; RSM; selective laser melting; SLM; ANOVA. File-URL: http://www.inderscience.com/link.php?id=118083 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:1:p:84-101 Template-Type: ReDIF-Article 1.0 Author-Name: Sahem Nawafleh Author-X-Name-First: Sahem Author-X-Name-Last: Nawafleh Title: E-government and citizen satisfaction in Jordan: EGOVSAT testing using SEM approach Abstract: Governments around the world have been in focus to facilitate citizens' access to and adoption of e-services by ensuring that they benefit from digital development. Therefore, ensuring citizens' satisfaction with the provided services is critical for that adoption success. The current study evaluates satisfaction with e-government among Jordanian citizens through testing the EGOVSAT model. Quantitative approach through a descriptive exploratory method was adopted. A self-administered questionnaire was developed for data collection purposes. Through convenience sampling, 483 respondents were included, and structural equation modelling through SMART PLS was utilised to test the model, and the result indicated that the proposed dimensions accounted for 53.2% of the variance in citizen satisfaction with e-government services. Moreover, reliability was identified as the strongest driver followed by efficiency and utility respectively, whereas customisation was identified as a negative driver and flexibility as an insignificant one entailing an issue that needs to be addressed. Following garnered results, implications were discussed. Journal: Int. J. of Productivity and Quality Management Pages: 20-32 Issue: 1 Volume: 34 Year: 2021 Keywords: e-government; electronic government; satisfaction; EGOVSAT; citizen; structural equation modelling; SEM; Jordan. File-URL: http://www.inderscience.com/link.php?id=118085 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:1:p:20-32 Template-Type: ReDIF-Article 1.0 Author-Name: Devendra Singh Thakur Author-X-Name-First: Devendra Singh Author-X-Name-Last: Thakur Title: Special economic zones in India: establishment, challenges, and possibilities Abstract: This review provide brief overview of special economic zones (SEZs) in India, highlighting the objectives, establishment process through SEZ Act 2005, problems faced in SEZ and their possible solutions. The major objective is promoting exports in a hassle-free environment, creating job opportunities and pushing economic growth of region and country. SEZ was initiated as export processing zone (EPZ) in 1969 which were converted to SEZ under Export-Import (EXIM) policy in 2000. The most revolutionising change was single window clearance protocol under the SEZ Act 2005. Despite streamlined protocol, various socio-economic challenges emerged in SEZ including real-estate exploitation, agricultural land-loss and inadequate compensation, revenue losses, perturbation in regional balances and administrative weakness. This review discussed the possible solutions through new policies and amendments in existing policies thus provide intelligible SEZ concept and encourage entrepreneurs to expand their business through SEZ near small towns leading to overall growth of region and nation. Journal: Int. J. of Productivity and Quality Management Pages: 64-83 Issue: 1 Volume: 34 Year: 2021 Keywords: special economic zone; SEZ; export processing zones; EPZ; SEZ Act 2005; National Rehabilitation and Resettlement Policy 2007; EXIM policy; India. File-URL: http://www.inderscience.com/link.php?id=118089 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:1:p:64-83 Template-Type: ReDIF-Article 1.0 Author-Name: Mohd Sadiq Author-X-Name-First: Mohd Author-X-Name-Last: Sadiq Author-Name: Mohd Adil Author-X-Name-First: Mohd Author-X-Name-Last: Adil Title: The mediating role of customer satisfaction and its effect on service quality-customer loyalty link Abstract: This study aims at analysing consumer perceptions towards service quality and its interrelationship with customer satisfaction and loyalty in two culturally, historically and traditionally different countries, i.e., India and Malaysia. Through a structured questionnaire, a total of 293 and 287 responses were retrieved from active bank account holders appertain to national capitals of both the countries. Research model was empirically tested using multiple regression technique. Findings indicate that Malaysian customers are more satisfied and loyal to their preferred banks than their counterparts. This research highlights key findings and meaningful insight to bank managers having essential administrative ramifications within cross cultural context. Culturally appropriate service design and appropriate marketing strategies can enhance overall service quality and satisfaction which further result in enhanced customer loyalty. Journal: Int. J. of Productivity and Quality Management Pages: 520-535 Issue: 4 Volume: 32 Year: 2021 Keywords: service quality; satisfaction; loyalty; bank; cross-cultural; mediation; Malaysia; India. File-URL: http://www.inderscience.com/link.php?id=114256 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:4:p:520-535 Template-Type: ReDIF-Article 1.0 Author-Name: Shiva Mohammadi Author-X-Name-First: Shiva Author-X-Name-Last: Mohammadi Author-Name: Nasser Motahari Farimani Author-X-Name-First: Nasser Motahari Author-X-Name-Last: Farimani Author-Name: Mohammad Mahdi Farahi Author-X-Name-First: Mohammad Mahdi Author-X-Name-Last: Farahi Title: Measuring business process maturity: is Hammer model validated in practice? Abstract: Considering the ever-growing use of Hammer model as a prominent process maturity model, it is the necessity to validate it by quantitative methods. In the case study, a statistical sample of 82 processes and 383 sub-processes were prepared by data triangulation (including survey, analysis of organisational documents and interview). Confirmatory factor analysis was used for data analysis. The data confirmed the Hammer's theoretical model as a suitable tool for measuring the maturity of processes. For the case study, the design of the process was the most effective factor and the maturity of processes was slightly higher than the average at 95% confidence level. Journal: Int. J. of Productivity and Quality Management Pages: 502-519 Issue: 4 Volume: 32 Year: 2021 Keywords: business process management; BPM; confirmatory factor analysis; Hammer model; maturity of organisation; maturity of processes; process maturity assessment function. File-URL: http://www.inderscience.com/link.php?id=114257 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:4:p:502-519 Template-Type: ReDIF-Article 1.0 Author-Name: Ruth Appiah Author-X-Name-First: Ruth Author-X-Name-Last: Appiah Author-Name: Shizhu Liu Author-X-Name-First: Shizhu Author-X-Name-Last: Liu Author-Name: Emmanuel Caesar Ayamba Author-X-Name-First: Emmanuel Caesar Author-X-Name-Last: Ayamba Author-Name: Moping Fang Author-X-Name-First: Moping Author-X-Name-Last: Fang Title: Measuring efficiency and effectiveness of workers' performance and information flow system in technical universities in Ghana Abstract: This study observes the relationship between effective information flow system and worker's performance in the technical universities in Ghana. DEA was adapted for this study because it maximises the output measure of the various DMU without making any assumptions on the form of inputs to output. DEA has the capability of modelling model multi-input and multi-output relationships without a priori underlying functional form and thus has been used in various fields of operation. Data from the ten technical universities in Ghana was used covering the period between 2013 and 2017. The findings indicated that these institutions, ATU, KuTU and KTU came out with the best overall efficiency score which means they had the best scores and are blending their inputs and output variables rightly. Journal: Int. J. of Productivity and Quality Management Pages: 440-457 Issue: 4 Volume: 32 Year: 2021 Keywords: information flow system; worker's performance; effectiveness; efficiency; technical universities; Ghana. File-URL: http://www.inderscience.com/link.php?id=114258 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:4:p:440-457 Template-Type: ReDIF-Article 1.0 Author-Name: Hadi Balouei Jamkhaneh Author-X-Name-First: Hadi Balouei Author-X-Name-Last: Jamkhaneh Author-Name: Reza Shahin Author-X-Name-First: Reza Author-X-Name-Last: Shahin Author-Name: Arash Shahin Author-X-Name-First: Arash Author-X-Name-Last: Shahin Author-Name: Mohammad ArabYarmohammadi Author-X-Name-First: Mohammad Author-X-Name-Last: ArabYarmohammadi Title: CMMS software quality function deployment based on maintenance objectives: a framework for software selection process Abstract: This paper aims to propose a framework for identifying and prioritising software features of CMMS success factors. In order to achieve this goal, we tried to identify customers and users' requirements of this software using a two-stage QFD approach and suggest features and specifications for new products and services afterwards. The results of this study represent that the most important CMMS software features that can greatly influence the success of CMMS implementation are: possibility to use in multiple locations, simplicity and being user friendly (the use of shareholders from the software menu), facilities for computing external maintenance costs and automated reorder. In this research, a systematic structure is proposed to improve the process of choosing the right CMMS software and its development. The CMMS software requirements are tailored to the company's maintenance goals which contribute positively to the value of organisational processes. Journal: Int. J. of Productivity and Quality Management Pages: 413-439 Issue: 4 Volume: 32 Year: 2021 Keywords: maintenance management; key success factors; computerised maintenance management system; software quality; quality function deployment. File-URL: http://www.inderscience.com/link.php?id=114260 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:4:p:413-439 Template-Type: ReDIF-Article 1.0 Author-Name: Tomás Fontalvo-Herrera Author-X-Name-First: Tomás Author-X-Name-Last: Fontalvo-Herrera Author-Name: Enrique Delahoz-Dominguez Author-X-Name-First: Enrique Author-X-Name-Last: Delahoz-Dominguez Author-Name: Orianna Fontalvo Author-X-Name-First: Orianna Author-X-Name-Last: Fontalvo Title: Methodology of classification, forecast and prediction of healthcare providers accredited in high quality in Colombia Abstract: This research presents a methodology for classification, forecasting and prediction of healthcare providers accredited in Colombia. For this purpose, a quantitative, descriptive and predictive analysis was carried out of 27 institutions accredited in Colombia by 2016. Consequently, the machine learning techniques cluster analysis and artificial neural networks were used to define business profiles of the institutions under study. The method classifying, forecasting and predicting the membership of a healthcare provider to a business profile, previously created based on the high-quality patterns of accreditation. The input variables were <i>assets</i>, <i>account receivable</i>, <i>inventory</i>, <i>property</i> and <i>equipment</i> and the output variables <i>health service sales</i> and <i>net profit</i>. The cluster analysis defined two main groups. 1) accredited institutions in the process of financial consolidation; 2) accredited institutions financially sound. The process of forecasting and prediction through the creation of an artificial neural network yielded a 95% CI (088, 0.9975) precision in the classification, and 100% and 80% for sensitivity and specificity values respectively. The results evidence the capacity of the proposed methodology to recognise the characteristics and association patterns of HCP accredited in high quality. Journal: Int. J. of Productivity and Quality Management Pages: 1-20 Issue: 1 Volume: 33 Year: 2021 Keywords: cluster-analysis; neural networks; quality; business profiles; healthcare; Colombia. File-URL: http://www.inderscience.com/link.php?id=115290 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:1:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Amer Al-Atiyat Author-X-Name-First: Amer Author-X-Name-Last: Al-Atiyat Author-Name: Adedapo Oluwaseyi Ojo Author-X-Name-First: Adedapo Oluwaseyi Author-X-Name-Last: Ojo Author-Name: Patrick Chin-Hooi Soh Author-X-Name-First: Patrick Chin-Hooi Author-X-Name-Last: Soh Title: Impact of Six Sigma critical success factors on productivity improvement through absorptive capacity in the manufacturing industry in Saudi Arabia Abstract: Previous studies have acknowledged the role of Six Sigma in productivity improvement, but the implication of absorptive capacity (ACAP) has yet to be fully addressed. Accordingly, this paper investigates the mediating effect of ACAP on the link between Six Sigma's critical success factors and productivity improvement. The hypothesised relationships were tested with data collected from quality managers in 167 manufacturing companies in Saudi Arabia. The result of PLS-SEM indicates that ACAP significantly mediates the influences of training and education, top management commitment and involvement, project selection and prioritisation and organisation resources on productivity improvement. However, the mediating effect of ACAP was not supported for the path between linking Six Sigma to business strategy and productivity improvement. Moreover, ACAP was significantly related to productivity improvement. The implications of our findings on the firm's productivity improvement and operation management literature were discussed, and the relevant suggestions were offered for future research. Journal: Int. J. of Productivity and Quality Management Pages: 536-556 Issue: 4 Volume: 32 Year: 2021 Keywords: Six Sigma; absorptive capacity; ACAP; productivity improvement. File-URL: http://www.inderscience.com/link.php?id=114267 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:4:p:536-556 Template-Type: ReDIF-Article 1.0 Author-Name: Syed Alamdar Ali Shah Author-X-Name-First: Syed Alamdar Ali Author-X-Name-Last: Shah Author-Name: Raditya Sukmana Author-X-Name-First: Raditya Author-X-Name-Last: Sukmana Author-Name: Bayu Arie Fianto Author-X-Name-First: Bayu Arie Author-X-Name-Last: Fianto Title: Efficiencies in Islamic banking: a bibliometric and theoretical review Abstract: This study takes an intensive review of literature on Islamic bank efficiencies highlighting regional efficiency trends, contributing factors and integrated framework. Bibliometric and content analysis have been used to analyse 99 articles published between 2002 and 2019 taken from ISI Web of Science and Scopus contributed by leading authors, journals and regulatory bodies. This study makes various contributions with respect to effects of choice of variables, changes in choice of variables, difference in applicability of laws of return in various global locations, size of the organisations, efficiencies during crisis, Shariah compliance cost, framework for analysing efficiency of an Islamic bank and supervisory effects. The conceptual framework identifies outcomes of value creation, performance improvement and minimisation of failures. Journal: Int. J. of Productivity and Quality Management Pages: 458-501 Issue: 4 Volume: 32 Year: 2021 Keywords: DEA; Islamic banking; efficiency trends; financial crisis. File-URL: http://www.inderscience.com/link.php?id=114268 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:4:p:458-501 Template-Type: ReDIF-Article 1.0 Author-Name: John Macarthur Author-X-Name-First: John Author-X-Name-Last: Macarthur Author-Name: Sumesh Narayan Author-X-Name-First: Sumesh Author-X-Name-Last: Narayan Author-Name: Rajeshkannan Ananthanarayanan Author-X-Name-First: Rajeshkannan Author-X-Name-Last: Ananthanarayanan Author-Name: Devi Rengamani Seenivasagam Author-X-Name-First: Devi Rengamani Author-X-Name-Last: Seenivasagam Author-Name: Kamendra Narayan Swami Author-X-Name-First: Kamendra Narayan Author-X-Name-Last: Swami Title: Process audit in a beverage industry - line efficiency and downtime analysis, a case study Abstract: Continuous improvement is the sustaining force for a company to ever stand in the market in every perspective. Particularly in the production process, a steady, quick and flexible flow has to be maintained. Although, the case industry has a vast market in Fiji to cater for the beverage need that indicates the product design is doing well, the process flow finding it challenging to cope up with meeting the demand continuously. Therefore, a process audit was conducted, and the data has been observed to carry out line efficiency and downtime analysis. The former analysis is carried out using upper bound approach; thereby possible optimised buffer stocks have been found out. Whereas the latter analysis is performed using some quality control tools at the bottleneck station, which helped to identify a significant few rather than many trivial issues that disrupt the process flow. Finally, the solutions are devised using brainstorming exercise. Journal: Int. J. of Productivity and Quality Management Pages: 1-19 Issue: 1 Volume: 34 Year: 2021 Keywords: process improvement; line efficiency; downtime; bottleneck; QC tools. File-URL: http://www.inderscience.com/link.php?id=118112 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:1:p:1-19 Template-Type: ReDIF-Article 1.0 Author-Name: Piyush Gupta Author-X-Name-First: Piyush Author-X-Name-Last: Gupta Author-Name: Piyush Pranjal Author-X-Name-First: Piyush Author-X-Name-Last: Pranjal Author-Name: Amit Sachan Author-X-Name-First: Amit Author-X-Name-Last: Sachan Author-Name: Punam Prasad Author-X-Name-First: Punam Author-X-Name-Last: Prasad Title: Managing arrival variability in healthcare services: case of an out-patient department Abstract: Similar to other services, healthcare is also experiencing an evolution of patients into sophisticated customers with high expectations from the service providers. This has led to the application of operations research tools such as discrete event simulation modelling in delivering improved healthcare services. The present study is conducted in an obstetrics and gynaecology out-patient department of a multi-specialty hospital. Process related data is collected from the department and is used to build a discrete event simulation model. Scenarios are developed considering strategies suggested in literature to manage arrival variability, the most crucial form of customer-induced variability. Based on the results obtained, the most optimal solution is highlighted. This study shows that with recent research advancements in simulation modelling, scepticism towards methods adopted from other sectors can be reduced which is beneficial for both, the modern-day healthcare service provider and the patients. Journal: Int. J. of Productivity and Quality Management Pages: 135-157 Issue: 2 Volume: 34 Year: 2021 Keywords: arrival variability; healthcare services; discrete event simulation modelling; DESM; key performance indicators; KPIs; out-patient department. File-URL: http://www.inderscience.com/link.php?id=118380 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:135-157 Template-Type: ReDIF-Article 1.0 Author-Name: Sahem Nawafleh Author-X-Name-First: Sahem Author-X-Name-Last: Nawafleh Title: Public service motivation and job performance: an exploratory study in Jordanian municipalities Abstract: This paper studies how public service motivation (PSM) among employees influences their job performance (JP) in the context of Jordanian municipalities. The quantitative descriptive cross-sectional approach was adopted with a structured questionnaire. Employees operating in the municipalities of Amman and Irbid-Jordan were targeted as a population and the sample included (382) respondents. SPSS and structural equation modelling (SEM) through AMOS was applied, the results reported that PSM dimensions achieved R2 = 45% of the variance in job performance. Two dimensions of PSM were not significant in influencing job performance, namely, attraction to policy making and self-sacrifice. Following the results, implications were provided, moreover, limitations and directions for future researches were also provided. Journal: Int. J. of Productivity and Quality Management Pages: 231-240 Issue: 2 Volume: 34 Year: 2021 Keywords: public service motivation; PSM; job performance; municipalities; structural equation modelling; SEM; Jordan. File-URL: http://www.inderscience.com/link.php?id=118382 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:231-240 Template-Type: ReDIF-Article 1.0 Author-Name: Hind Dahar Author-X-Name-First: Hind Author-X-Name-Last: Dahar Author-Name: Ounsa Roudies Author-X-Name-First: Ounsa Author-X-Name-Last: Roudies Title: Co-deployment of quality standards: a systematic literature review Abstract: Within a competitive environment marked by strong technological evolution, organisations have to be compliant at the same time with several repositories, norms or standards relating to quality of their processes continuous improvement. Diversity of standards can lead to different issues such as heterogeneity, redundancy and also increasing costs for their implementation in terms of time, resource mobilisation and budget. To solve these problems, the idea is to establish an alignment approach that guarantees the high level of quality wished by using several standards simultaneously. This article is a systematic review of literature specific to methods of alignment of norms and quality standards. We raise the problems caused by lack of alignment, and review existing approaches and their results. Journal: Int. J. of Productivity and Quality Management Pages: 1-22 Issue: 1 Volume: 32 Year: 2021 Keywords: standards; mapping; alignment; harmonisation; multi-model; quality; insurance; ITIL; CMMI; PMBOK; ISO 9001. File-URL: http://www.inderscience.com/link.php?id=111983 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:1:p:1-22 Template-Type: ReDIF-Article 1.0 Author-Name: Abdelkader Mohamed Sghaier Derbali Author-X-Name-First: Abdelkader Mohamed Sghaier Author-X-Name-Last: Derbali Author-Name: Ali Lamouchi Author-X-Name-First: Ali Author-X-Name-Last: Lamouchi Title: Determinants of the performance of insurance companies Abstract: The objective of this study is to assess empirically the determinants of the performance of Tunisian insurance companies during the period of study from 2002 to 2018 using the panel data methodology. The sample used in our study is made up of 13 resident insurance companies listed on the Tunisian Stock Exchange during the period of study. We employ microeconomic and macroeconomic variables. The empirical results show that only the microeconomic factors are determinants of the performance of insurance companies. The macroeconomic factors do not have significant effects on performance. Capital structure, solvency, risk capital management, premium growth, volume of capital, age and financial investments are the determinants of the performance of Tunisian insurance companies with a different sign positive and negative. Journal: Int. J. of Productivity and Quality Management Pages: 278-292 Issue: 2 Volume: 34 Year: 2021 Keywords: financial performance; performance determinants; Tunisian insurance companies; panel data. File-URL: http://www.inderscience.com/link.php?id=118383 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:278-292 Template-Type: ReDIF-Article 1.0 Author-Name: Bahram Nabilou Author-X-Name-First: Bahram Author-X-Name-Last: Nabilou Author-Name: Hassan Khorsandi Author-X-Name-First: Hassan Author-X-Name-Last: Khorsandi Author-Name: Ali Reza Chavshin Author-X-Name-First: Ali Reza Author-X-Name-Last: Chavshin Author-Name: Aram Feizi Author-X-Name-First: Aram Author-X-Name-Last: Feizi Author-Name: Hasan Yusefzadeh Author-X-Name-First: Hasan Author-X-Name-Last: Yusefzadeh Title: Productivity analysis of education and research fields in universities of medical sciences: a case study of Iran Abstract: The present study aimed to assess the productivity of Urmia Medical Sciences University (UMSU) in the fields of education and research. In this descriptive-analytical study, changes in the total factor productivity of UMSU in the fields of education and research were analysed using data envelopment analysis technique during 2011-2017 by Deap2.1 software. Mean changes in the total factor productivity of production in the field of education were calculated to be 1.026, representing an increase in the productivity growth of 2.6% during the study period. Furthermore, the mean of total factor productivity in the research sector equalled 1.071, indicating productivity growth at a rate of 7.1%. In general, the total factor productivity of faculties covered by university in the research and education fields has increased. The major causes for this increase were total technical efficiency and managerial efficiency changes in the research and education sectors, respectively. Journal: Int. J. of Productivity and Quality Management Pages: 266-277 Issue: 2 Volume: 34 Year: 2021 Keywords: productivity; Malmquist index; data envelopment analysis; DEA; education; research; Iran. File-URL: http://www.inderscience.com/link.php?id=118384 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:266-277 Template-Type: ReDIF-Article 1.0 Author-Name: Lars Kolvereid Author-X-Name-First: Lars Author-X-Name-Last: Kolvereid Author-Name: Bjørn Willy Åmo Author-X-Name-First: Bjørn Willy Author-X-Name-Last: Åmo Title: Quality and performance in small accounting firms Abstract: The purpose of this study is to investigate the relationship between three central dimensions of quality in small accounting firms and firm performance. The three dimensions of quality investigated are: human resource (HR) quality, information technology (IT) quality and service quality. Firm performance is measured in two different ways: perceived performance and return on sales (ROS). We tested the hypotheses in a sample of 506 small Norwegian accounting firms. The results indicate that service quality relate positively to perceived performance and ROS. Human resource quality is positively related to perceived performance, but not ROS. IT quality is not related to perceived performance and negatively related to ROS. This study contributes to the literature by providing empirical evidence for a positive relationship between service quality and firm financial performance and has important implications for accounting firms and their clients. Journal: Int. J. of Productivity and Quality Management Pages: 129-145 Issue: 1 Volume: 32 Year: 2021 Keywords: accounting firms; professional service firms; PSFs; human resource quality; information technology quality; IT quality; service quality; signalling theory; firm performance. File-URL: http://www.inderscience.com/link.php?id=111986 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:1:p:129-145 Template-Type: ReDIF-Article 1.0 Author-Name: Sayyed Mohsen Allameh Author-X-Name-First: Sayyed Mohsen Author-X-Name-Last: Allameh Title: Investigating the relationships between perceived organisational support, emotional labour strategies, emotional exhaustion, organisational commitment, and job performance Abstract: This paper aims to investigate the impact of perceived organisational support on emotional labour (EL) strategies as well as the relationships between these strategies, emotional exhaustion (EE), organisational commitment, and job performance. Structural equations are used to test the hypotheses among 217 employees working at private banks in the City of Isfahan in Iran. The results indicate that organisational support negatively impacts surface acting while positively impacting deep acting. Furthermore, EE is positively associated with surface acting and negatively associated with deep acting. Finally, EE is found to have a negative influence on organisational commitment and job performance among private band employees. This paper contributes to the literature by empirically examining the impact of organisational support on EL strategies and EE. Moreover, the strategies are assessed among bank employees by considering the role of organisational support. Journal: Int. J. of Productivity and Quality Management Pages: 123-133 Issue: 1 Volume: 34 Year: 2021 Keywords: perceived organisational support; POS; emotional labour strategies; emotional exhaustion; organisational commitment; job performance. File-URL: http://www.inderscience.com/link.php?id=118133 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:1:p:123-133 Template-Type: ReDIF-Article 1.0 Author-Name: Zhengxiaoming Aminaimu Author-X-Name-First: Zhengxiaoming Author-X-Name-Last: Aminaimu Author-Name: Yudi Fernando Author-X-Name-First: Yudi Author-X-Name-Last: Fernando Title: Psychometric instrument development of the sustainable balanced scorecard for the success of a new product development Abstract: In the past, the BSC is known as a performance measurement system based on advanced cost accounting techniques like how it was first formed. Yet, limited evidence in the literature explains how the BSC perspective is used for new product development and how to measure it. This paper aims to develop psychometric instruments of sustainable BSC for the success of a new product development. A dataset was collected from a survey of production managers who had past experiences in direct handling of new product developments. This study found that patterns of correlations have emerged in internal and external domains of a manifest variable of BSC. We have proposed an extended model of sustainable BSC for new product development. Although the success of new products on the market depends on many factors, our results suggest that BSC is a useful strategic technique to design and develop success of a new product. Journal: Int. J. of Productivity and Quality Management Pages: 33-63 Issue: 1 Volume: 34 Year: 2021 Keywords: balanced scorecard perspective; psychometric instruments; TRIZ; business performance; new product development; NPD. File-URL: http://www.inderscience.com/link.php?id=118134 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:1:p:33-63 Template-Type: ReDIF-Article 1.0 Author-Name: Harjit Kaur Author-X-Name-First: Harjit Author-X-Name-Last: Kaur Author-Name: Sanjay Kaushik Author-X-Name-First: Sanjay Author-X-Name-Last: Kaushik Title: Resource allocation for implementing strategic quality management strategies in pharmaceutical industry in India: a case study Abstract: In the pharmaceutical industry, quality is an essential element for the success of the organisation. Over the last few years, the pharmaceutical industry has faced severe quality issues resulting in worldwide product recalls and drug shortages. Quality and management of quality is a key strategic issue in the pharmaceutical industry. Many pharmaceutical companies adopt the strategic management of quality through various quality strategies across the world. Alidrisi (2010) view quality management from the strategic perspective that allows the resources to form the core from which it operates known as strategic quality management. The present study assesses the allocation of resources is evaluated using an operation research technique called as analytic network process (ANP) considering the interactions within the resources as well as between resources, quality strategies and the ability of each strategy to enhance quality. The case study approach has been used for assessing the allocation of resources in two pharmaceutical companies that have valid quality certifications from various international regulatory authorities. The findings of the study suggest that various resources are not optimally allocated among various quality strategies, and human resources are considered to be the most critical resource for the implementation of selected quality strategies. Journal: Int. J. of Productivity and Quality Management Pages: 158-175 Issue: 2 Volume: 34 Year: 2021 Keywords: strategic quality management; SQM; resources allocation; firm resources; analytic network process; ANP. File-URL: http://www.inderscience.com/link.php?id=118390 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:158-175 Template-Type: ReDIF-Article 1.0 Author-Name: Supriyo Roy Author-X-Name-First: Supriyo Author-X-Name-Last: Roy Author-Name: Kaushik Kumar Author-X-Name-First: Kaushik Author-X-Name-Last: Kumar Author-Name: Biswajit Satpathy Author-X-Name-First: Biswajit Author-X-Name-Last: Satpathy Title: Strategic planning of optimising productivity: a '5S under lean quality' approach Abstract: Fierce competition led manufacturing firms striving towards operational excellence by quality products. Improving efficiency of production line is widely acknowledged in order to reduce downtime rates by meeting higher levels of market demand. Since last decade, cement industry, which is '<i>lifeline of Indian economy</i>', is facing numerous challenges of productivity issues; lacking integration of quality aspects within business functions aligned with technology innovation. In this juncture, dire need for the managers is to adopt quality initiatives like 'lean philosophy' in line of improving productivity. Here, attempt has been made how to strategise 'leaning' in line of addressing pre and post implementation of '<i>5S and lean quality policy</i>' in an Indian cement firm. Contribution of this study may direct the decision makers in line of flexibility that 'lean philosophy with 5S is the proposed solution in future' by which not only waste can be minimised but also productivity can be improved. Journal: Int. J. of Productivity and Quality Management Pages: 53-71 Issue: 1 Volume: 32 Year: 2021 Keywords: strategic planning; productivity; lean philosophy; 5S concepts; flexible manufacturing system; supply chain management. File-URL: http://www.inderscience.com/link.php?id=111994 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:1:p:53-71 Template-Type: ReDIF-Article 1.0 Author-Name: Vahideh Gorgin Author-X-Name-First: Vahideh Author-X-Name-Last: Gorgin Author-Name: Bahram Sadeghpour Gildeh Author-X-Name-First: Bahram Sadeghpour Author-X-Name-Last: Gildeh Author-Name: Majid Sarmad Author-X-Name-First: Majid Author-X-Name-Last: Sarmad Author-Name: Mohammad Amini Author-X-Name-First: Mohammad Author-X-Name-Last: Amini Title: On bivariate control charts for the mean of autocorrelated process Abstract: The major problem in analysing control charts is to work with autocorrelated data. This problem can be solved by fitting a suitable model to data and using the control chart for the residuals. In most papers, the average run length (ARL) criterion has been used to evaluate the effect of autocorrelation on the performance of control chart. But, in this paper, we compare the efficiency of standardised and modified control charts with residuals charts in identifying changes in the mean process in the presence of autocorrelation using the false positive rate and the false negative rate criteria, and also the comparison between the results of this criterion and the results of ARL criterion is discussed. Journal: Int. J. of Productivity and Quality Management Pages: 72-91 Issue: 1 Volume: 32 Year: 2021 Keywords: multivariate autocorrelated processes; process control; average run length; ARL; vector autoregressive; VAR. File-URL: http://www.inderscience.com/link.php?id=112010 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:1:p:72-91 Template-Type: ReDIF-Article 1.0 Author-Name: Jong-Min Kim Author-X-Name-First: Jong-Min Author-X-Name-Last: Kim Author-Name: Chuwen Li Author-X-Name-First: Chuwen Author-X-Name-Last: Li Author-Name: Il Do Ha Author-X-Name-First: Il Do Author-X-Name-Last: Ha Title: Bayesian quantile regression and unsupervised learning methods to the US Army and Navy data Abstract: We apply the Bayesian quantile regression (BayesQR) model for binary response variables and the unsupervised learning methods to synthetic data (Stevens and Anderson-Cook, 2017a, 2017b), which is univariate data with a binary response of passing or failing for complex munitions generated to match age and usage rate found in US Department of Defense complex systems (Army and Navy). Instead of the generalised linear model (GLM) used in Stevens and Anderson-Cook (2017a), we propose to apply the BayesQR to predict a binary response of passing or failing for the Army and Navy data as well as the unsupervised learning methods. First, we want to find the best models for the Army and Navy through comparing statistical inference of BayesQR and GLMs and calculating their percentage correctly classified (PCC) which tests the accuracy of a prediction. The second method focuses on clustering using the k-means clustering and random forests based on the results of BayesQR. We compare models with different covariates to find the one that can best divide data into two groups: Army and Navy. Journal: Int. J. of Productivity and Quality Management Pages: 92-108 Issue: 1 Volume: 32 Year: 2021 Keywords: generalised linear model; GLM; BayesQR; k-means; random forests. File-URL: http://www.inderscience.com/link.php?id=112016 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:1:p:92-108 Template-Type: ReDIF-Article 1.0 Author-Name: Sanchit Jain Author-X-Name-First: Sanchit Author-X-Name-Last: Jain Author-Name: Rahul O. Vaishya Author-X-Name-First: Rahul O. Author-X-Name-Last: Vaishya Title: Case study: application of SMED in SIM card manufacturing company Abstract: The capability of economically manufacturing small batch sizes is essential for any mass production unit. This facilitates the production of several kinds of products to match increasingly varying product demand from customer, even at lower production cost. This paper describes the use of single-minute exchange of dies (SMED) technique in a SIM card manufacturing company to enhance its capability of producing varying products along with improving system's efficiency. Various innovative, simple and no-cost solutions were implemented along with general techniques of SMED to reduce the non-value adding labour hours on 'setup change' processes of 'module implanting' machine. The time reduction from 160 minutes to 20 minutes was achieved which is a reduction in 87.5%. This improves overall equipment effectiveness (OEE) by 4.7%, thus improving system's efficiency. Journal: Int. J. of Productivity and Quality Management Pages: 109-128 Issue: 1 Volume: 32 Year: 2021 Keywords: setup change; single-minute exchange of dies; SMED; economic order quantity; EOQ; MTO production; overall equipment effectiveness; OEE; SIM card manufacturing; module implanting. File-URL: http://www.inderscience.com/link.php?id=112017 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:1:p:109-128 Template-Type: ReDIF-Article 1.0 Author-Name: L.M. Daphne Yiu Author-X-Name-First: L.M. Daphne Author-X-Name-Last: Yiu Author-Name: Hugo K.S. Lam Author-X-Name-First: Hugo K.S. Author-X-Name-Last: Lam Author-Name: Andy C.L. Yeung Author-X-Name-First: Andy C.L. Author-X-Name-Last: Yeung Title: Process institutionalisation crowds out innovativeness? An empirical analysis on the relationships between ISO 9000 adoption and R%D expenditure Abstract: Much research from an organisational perspective suggests that process certifications such as ISO 9000 constrain firms' explorative capability, crowding out research and development (R%D) activities. Yet, from an operations management (OM) perspective, process certifications like ISO 9000 should provide a well-established system, strengthening firms' capabilities for both exploration and exploitation. In this research, we examine the impact of ISO 9000 certifications on R%D expenditure of firms and investigate how such an impact is moderated by different operating environments. We find that firms actually increase their R%D expenditure after ISO 9000 certifications. Our results further indicate that ISO 9000-certified firms are more responsive to the changing operating environments for their R%D investments. ISO 9000 certifications reduce R%D expenses more swiftly under turbulence but expand more significantly with operational slack. Our research indicates that ISO 9000-certified firms seem to be more responsive to external environments in controlling their R%D expenditure. Journal: Int. J. of Productivity and Quality Management Pages: 241-265 Issue: 2 Volume: 34 Year: 2021 Keywords: R%D expenditure; recession; market fluctuation; operational slack; ISO 9000. File-URL: http://www.inderscience.com/link.php?id=118417 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:241-265 Template-Type: ReDIF-Article 1.0 Author-Name: Raju Kamble Author-X-Name-First: Raju Author-X-Name-Last: Kamble Author-Name: Lalit Wankhade Author-X-Name-First: Lalit Author-X-Name-Last: Wankhade Title: System dynamics model to improve productivity in manufacturing industries Abstract: In this work a model is executed to understand dynamics of the key productivity factors in manufacturing industries. It is aimed to show contribution of key productivity factors in productivity improvement strategy. The diverse causal relations among factors are brought together in a cohesive system dynamics model to investigate performance. Three feedback loops-driver, system and productivity index - are recognized and their role in the dynamics of productivity improvement strategy are discussed. A causal loop diagram is constructed to develop a detailed system dynamics model. This work relies on identification of various attributes affecting productivity, grouping them into key factors, designing and developing a questionnaire, setting causal relations among the key factors. The simulated results conclude that for any industry having no productivity concern should first and foremost focus on enhancing the 'organizational culture', 'human resource management', and 'performance' factors to achieve higher productivity maturity levels in the future. Journal: Int. J. of Productivity and Quality Management Pages: 23-52 Issue: 1 Volume: 32 Year: 2021 Keywords: productivity; system dynamics model; productivity model; key productivity factors; causal relationship; productivity index; causal relationship; structural equation model; productivity maturity level; stock-flow diagram. File-URL: http://www.inderscience.com/link.php?id=112018 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:1:p:23-52 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Nurul Alam Author-X-Name-First: Mohammad Nurul Author-X-Name-Last: Alam Author-Name: A.K.M. Manirul Bahar Author-X-Name-First: A.K.M. Manirul Author-X-Name-Last: Bahar Author-Name: Manimekalai Jambulingam Author-X-Name-First: Manimekalai Author-X-Name-Last: Jambulingam Author-Name: M.D. Mahamudul Hassan Author-X-Name-First: M.D. Mahamudul Author-X-Name-Last: Hassan Title: Necessities of employee productivity in garment industries: challenges and effects of harassment, abuse and discrimination Abstract: Harassment and discrimination are the common phenomena in human resource practices in the ready-made garments (RMG) industry. At the context of the research, in the Bangladeshi RMG industry, employees' productivity became lowest compared to her competitors like China, India, Pakistan, Sri Lanka, Cambodia. This RMG industry of Bangladesh would be a challenge to survive in the world market unless they improve employee productivity. Therefore, the primary purpose of this research was to observe the relationship between harassment and abuse, discrimination, and employee productivity with the view of employee work motivation as a mediator. The study was conducted under the positivism philosophy, a deductive approach, explanatory research design, quantitative methodology, and cross-sectional data were used. In a questionnaire survey, 25 items were taken from existing literature to measure the variables. By a systematic probability sampling technique, 500 viable samples were collected from the population for generalising the study. SPSS and smart-PLS were used for analysing and developing the model. However, the results revealed that all seven hypotheses were supported. These findings will help the policymakers, the government, factory owners, managers, and other stakeholders to formulate the policy and practice. Future research directives were also derived from this study. Journal: Int. J. of Productivity and Quality Management Pages: 205-230 Issue: 2 Volume: 34 Year: 2021 Keywords: employee work motivation; EWM; harassment and abuse; discrimination; productivity; ready-made garment industry. File-URL: http://www.inderscience.com/link.php?id=118428 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:205-230 Template-Type: ReDIF-Article 1.0 Author-Name: Kit-Yeng Sin Author-X-Name-First: Kit-Yeng Author-X-Name-Last: Sin Author-Name: Choon Ling Sim Author-X-Name-First: Choon Ling Author-X-Name-Last: Sim Author-Name: Yi Jin Lim Author-X-Name-First: Yi Jin Author-X-Name-Last: Lim Author-Name: Damien Lee Author-X-Name-First: Damien Author-X-Name-Last: Lee Author-Name: Joanne Shaza Janang Author-X-Name-First: Joanne Shaza Author-X-Name-Last: Janang Title: The mediating effect of business ethics in the relationship between total quality management and sustainable performance: perspective from 4- and 5-stars hotels Abstract: Sustainability and ethical issues in hotel industries have received great attention in recent years. This report is the outcome of a field research, which aimed to determine the relationship between TQM, business ethics and sustainable performance. The focus of this research is 4- and 5-stars hotels in Malaysia, in which 162 4- and 5-stars hotels are sampled. Quantitative approach is adopted in which structural equation modelling is employed to assess the relationship between TQM practices, business ethics and sustainable performance. The findings of this study indicate that TQM has positive impact on sustainable performance. Hence, it is concluded that the hoteliers in Malaysia are vigorously focusing on implementation of TQM practices in order to achieve sustainability. Besides, these research findings show that business ethics play as the role of mediator in the relationship of TQM and sustainable performance. The proposed framework serves as a guideline to verify the significance of TQM practices as well as business ethics in order to leverage the hotels' sustainable performance. Journal: Int. J. of Productivity and Quality Management Pages: 176-204 Issue: 2 Volume: 34 Year: 2021 Keywords: total quality management; TQM; sustainable performance; business ethics; structural equation modelling; SEM. File-URL: http://www.inderscience.com/link.php?id=118429 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:2:p:176-204 Template-Type: ReDIF-Article 1.0 Author-Name: Enas AbdAllah Author-X-Name-First: Enas Author-X-Name-Last: AbdAllah Author-Name: Noha Mostafa Author-X-Name-First: Noha Author-X-Name-Last: Mostafa Author-Name: Mansour Abou Gamila Author-X-Name-First: Mansour Abou Author-X-Name-Last: Gamila Author-Name: Hesham Elawady Author-X-Name-First: Hesham Author-X-Name-Last: Elawady Title: Value engineering and cost of quality: an integrated framework Abstract: The technological and industrial development and the customers' aspiration to get products and services with high quality have led to an increase in the competition between industries and service organisations. The value of a product or a service can be improved through improving its function, quality and/or minimising its cost. Value engineering (VE) and cost of quality (COQ) are powerful techniques for quality management and for reducing the unnecessary costs. Therefore, the aim of this paper is to propose a framework that facilitates VE methodology application by using one of the COQ models to improve product quality and process capability. This integrated framework improves the value of products or services by raising the level of quality while maintaining or reducing the unnecessary costs. The paper investigates the importance of VE application, the factors influencing VE and the proposed integrated VE and COQ framework. Journal: Int. J. of Productivity and Quality Management Pages: 407-419 Issue: 3 Volume: 33 Year: 2021 Keywords: value engineering; cost of quality; COQ; framework; job plan; quality management; quality costs; process improvement. File-URL: http://www.inderscience.com/link.php?id=116932 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:3:p:407-419 Template-Type: ReDIF-Article 1.0 Author-Name: Sri Wartini Author-X-Name-First: Sri Author-X-Name-Last: Wartini Author-Name: Wisnu Untoro Author-X-Name-First: Wisnu Author-X-Name-Last: Untoro Author-Name: Joko Suyono Author-X-Name-First: Joko Author-X-Name-Last: Suyono Author-Name: Mugi Harsono Author-X-Name-First: Mugi Author-X-Name-Last: Harsono Title: Knowledge integration mediate the influence of quality management practice on organisational performance Abstract: The aim of this study is to examine the influence of quality management practices (QMPs) on organisational performance mediated by the role of knowledge integration. Data were collected via a survey to 205 leaders of universities in Semarang. We used Smart PLS Program to analyse data statistically. The results show that dimension leadership commitment and continuous improvement had a positive and significant effect on organisational performance and knowledge integration mediates the influence of continuous improvement and customer focus on organisational performance. We found that the basic model of leadership behaviour such as continuous improvements and customer focus on organisational performance proved to be mediated by knowledge integration. The limitations of this study are due to differences in research objects such as institutional characteristics and strategies used so as to produce research results that are different from the results of previous studies and do not involve employees and students as part of the academic community so that the representation of respondents to assess performance is not optimal. Future research can develop tests of other dimensions of quality management practice so as to contribute to the improvement of strong organisational performance. Journal: Int. J. of Productivity and Quality Management Pages: 384-406 Issue: 3 Volume: 33 Year: 2021 Keywords: organisational performance; quality management practice; QMP; knowledge integration. File-URL: http://www.inderscience.com/link.php?id=116933 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:3:p:384-406 Template-Type: ReDIF-Article 1.0 Author-Name: Kit Yeng Sin Author-X-Name-First: Kit Yeng Author-X-Name-Last: Sin Author-Name: Muhammad Shahar Jusoh Author-X-Name-First: Muhammad Shahar Author-X-Name-Last: Jusoh Author-Name: Abbas Mardani Author-X-Name-First: Abbas Author-X-Name-Last: Mardani Title: Assessing the ideology of total quality management towards hotel sustainability performance: empirical evidence using structural equation modelling Abstract: Total quality management (TQM) practices are one of the remarkable management initiatives adopted by the hotel industry to conserve the environment and ameliorate the quality of life while executing activities. Due to the existence of the value creation notion, economic value is no longer the only prerequisite assessing hotel sustainability performance, environmental and social aspects should also be considered when evaluating sustainability performance. The purpose of this study is to investigate the relationship between TQM practices and sustainability performance, taking into account the environmental, economic and social aspects. A questionnaire survey is conducted among 238 hotels with ISO 9001 certification in Malaysia. Structural equation modelling is employed to assess the relationship between TQM practices and sustainability performance. The findings of this study reveal that employee management has the most significant impact on sustainability performance. Hence, it is posited that the hotels in Malaysia are extremely concentrated on employee engagement in the implementation of TQM practices to accomplish sustainability objective. Journal: Int. J. of Productivity and Quality Management Pages: 311-335 Issue: 3 Volume: 33 Year: 2021 Keywords: total quality management; TQM; sustainability performance; economic performance; social performance; environmental performance; structural equation modelling; SEM. File-URL: http://www.inderscience.com/link.php?id=116934 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:3:p:311-335 Template-Type: ReDIF-Article 1.0 Author-Name: Mohamed Ben Ali Author-X-Name-First: Mohamed Ben Author-X-Name-Last: Ali Author-Name: Dina Baghdadi Mazini Author-X-Name-First: Dina Baghdadi Author-X-Name-Last: Mazini Author-Name: Insaf Ghailani Author-X-Name-First: Insaf Author-X-Name-Last: Ghailani Author-Name: Said Barrijal Author-X-Name-First: Said Author-X-Name-Last: Barrijal Title: Evaluation of quality cost in a multinational company located in Tangier, Morocco Abstract: This study aims to evaluate the cost of obtaining quality (CoQ) of a multinational company in Tangier specialised in wiring. It also tries to identify the measures that can reduce the cost of non-quality and improve productivity time and there by improve competitiveness. According to our study, the CoQ represents 14.5% of the turnover including 10.4% of non-quality (internal and external failures). An analytical study was carried out concerning the quantification of all the components constituting the internal anomaly. It showed that machine stops have a significant effect on the increase of internal failures. To detect the main causes of non-performance, DMAIC, SMED and AMDEC approaches were used to decrease non-productivity time. This allowed the company to gain 41.3 days/year relative to each machine, which contributed to increase productive time and to generate an annual financial profit of 361,370.24 &euro; (as a reduction of the non-quality cost of 6.36%). Journal: Int. J. of Productivity and Quality Management Pages: 216-245 Issue: 2 Volume: 32 Year: 2021 Keywords: cost of quality; COQ; performance; DMAIC; poor quality; AMDEC; SMED; time of productivity; Morocco. File-URL: http://www.inderscience.com/link.php?id=113610 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:2:p:216-245 Template-Type: ReDIF-Article 1.0 Author-Name: Ahmet Demir Author-X-Name-First: Ahmet Author-X-Name-Last: Demir Title: Inter-continental review for diffusion rate and internal-external benefits of ISO 9000 QMS Abstract: This study aims to elaborate on the diffusion rates of ISO 9000 QMS registered firms located in each continent of the world. It also strives to examine the main benefits that these firms had obtained after certification. To do this, we examined studies done in East Asia, the Pacific, the Middle East, Europe, South America, Latin America, and Africa. Our results revealed that countries which were leading in the number of certifications throughout the continents. Our study also found that the motivation and commitment of the managers, the cultural values, time, experience, and education were the main influencers of the effective ISO 9000 QMS implementation, hence, its benefits. Based on our findings, we developed a conceptual model which can be used by future research looking at the same area. The findings are elaborated in the discussion and conclusion parts of the paper. Journal: Int. J. of Productivity and Quality Management Pages: 336-366 Issue: 3 Volume: 33 Year: 2021 Keywords: ISO 9000; total quality management; TQM; external benefits; internal benefits; quality management system; QMS. File-URL: http://www.inderscience.com/link.php?id=116938 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:3:p:336-366 Template-Type: ReDIF-Article 1.0 Author-Name: Vinícius G. De Lemos Author-X-Name-First: Vinícius G. De Author-X-Name-Last: Lemos Author-Name: Vítor Z. Bernardo Author-X-Name-First: Vítor Z. Author-X-Name-Last: Bernardo Author-Name: Matheus De S. Dall'Agnol Author-X-Name-First: Matheus De S. Author-X-Name-Last: Dall'Agnol Author-Name: Leonardo P. Ruli Author-X-Name-First: Leonardo P. Author-X-Name-Last: Ruli Author-Name: Andrew M. Bacelar Author-X-Name-First: Andrew M. Author-X-Name-Last: Bacelar Author-Name: Ana C. Honda Author-X-Name-First: Ana C. Author-X-Name-Last: Honda Author-Name: César J.C.M. Da Costa Author-X-Name-First: César J.C.M. Da Author-X-Name-Last: Costa Author-Name: Mateus C. Gerolamo Author-X-Name-First: Mateus C. Author-X-Name-Last: Gerolamo Title: Diagnosis framework for quality management system in blood banks: a Brazilian case study Abstract: Healthcare organisations face many challenges regarding market competitiveness, client expectations and regulatory demands. Quality management systems (QMS) have emerged as effective support tools for managers and the demand for ISO certification has increased. However, the process of diagnosing the QMS before certification is often complex, time-consuming and expensive. This article proposes a framework for QMS evaluation consisting of a diagnostic tool for blood banks. The methodology combines a set of international quality standards, change management principles and process mapping tools. It can be applied through internal audits, thus it is useful for organisations that seek relevant certification to define the next steps to be taken for improvement. A case study in a Brazilian blood bank illustrates the results of the framework. The pilot of the diagnostic tool was successful in identifying gaps that required further development by presenting maturity levels for each requirement of the international standards. Journal: Int. J. of Productivity and Quality Management Pages: 265-277 Issue: 2 Volume: 32 Year: 2021 Keywords: diagnosis framework; quality management system; QMS; quality diagnostic; blood bank; ISO 9001:2015; Brazil case study. File-URL: http://www.inderscience.com/link.php?id=113611 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:2:p:265-277 Template-Type: ReDIF-Article 1.0 Author-Name: Changiz Valmohammadi Author-X-Name-First: Changiz Author-X-Name-Last: Valmohammadi Author-Name: Ali-Asghar Dadashnejad Author-X-Name-First: Ali-Asghar Author-X-Name-Last: Dadashnejad Title: Value stream mapping implementation: an operational view Abstract: Value stream mapping (VSM) is an important tool which identifies and reduces errors and losses, and enhance product quality which could lead to empowered production unit and the reduction of production cost in a lean production (LP) environment. The main purpose of this study is to investigate the operational principles of lean approach using proposed processes for VSM implementation, and through extracting the required information of VSM, and using related methods and techniques. Based on a case study in a manufacturing firm and using VSM technique, the operational processes and the specific steps which cause loss in production process were identified and removed using Kaizen approach. The obtained results show increased value added in final product, improved production process, reduced lead time and improved value creating time, which are shown in the future VSM. Using principles of VSM and following a Kaizen approach, helped the authors to identify loss points, and make right decisions to choose the best methods and lean tools for improvement. The surveyed company can avail the proposed method and future VSM towards analysing its current processes and making the necessary changes toward decreasing production cost and enhanced product quality which could lead to increased customer satisfaction. Journal: Int. J. of Productivity and Quality Management Pages: 307-326 Issue: 3 Volume: 32 Year: 2021 Keywords: lean production; value stream mapping; VSM; operations management; lean methods; manufacturing organisations; Kaizen; Iran. File-URL: http://www.inderscience.com/link.php?id=113612 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:3:p:307-326 Template-Type: ReDIF-Article 1.0 Author-Name: Nematollah Mohseni Author-X-Name-First: Nematollah Author-X-Name-Last: Mohseni Author-Name: Ahmadreza Shekarchizadeh Author-X-Name-First: Ahmadreza Author-X-Name-Last: Shekarchizadeh Author-Name: Arash Shahin Author-X-Name-First: Arash Author-X-Name-Last: Shahin Title: Studying the conformity level of customer needs and organisation perception using a customer satisfaction index Abstract: The aim of this study is to identify the conformity level of decision makers' perception of customer needs and indicators of satisfying customers. For this purpose, the marketing and sales department of Esfahan Steel Company (ESCO) was selected for case study. The statistical population included clients and decision makers of the company. Technique for order of preference by similarity to ideal solution (TOPSIS) was used for data analysis. Main findings revealed that decision makers do not properly understand clients' demands and expectations; and the actions have been taken based on imaginations rather than realities arising from customers' expectations. Furthermore, there is no suitable process through which the customer priorities influence organisation's strategies. Customers' expectations were ranked and the results were taken for proposing priorities in developing suitable strategies and plans for continuous improvement. Journal: Int. J. of Productivity and Quality Management Pages: 246-264 Issue: 2 Volume: 32 Year: 2021 Keywords: multi criteria decision-making; MCDM; customer satisfaction index; CSI; customer satisfaction result analysis; TOPSIS; strategy. File-URL: http://www.inderscience.com/link.php?id=113614 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:2:p:246-264 Template-Type: ReDIF-Article 1.0 Author-Name: G.S. Vijaya Author-X-Name-First: G.S. Author-X-Name-Last: Vijaya Author-Name: P. Divya Prabhu Author-X-Name-First: P. Divya Author-X-Name-Last: Prabhu Title: Quality function deployment technique for banking the unbanked: a case study in Karnataka Abstract: Financial inclusion is a global issue that the Indian government has been striving to achieve in the last five years. Accessibility and ease of banking services in remote villages is one of the requirements to achieve it. The measure taken by the banks has failed miserably owing to complex and heterogeneous demographics of the country - especially the cultural and lifestyle difference between urban and rural masses. To explore the expectations of rural India and to find out the exact needs of the rural banking and its prospects, this paper has studied the possibilities of implementing quality function deployment in banking services which is rarely done in India. The paper explains how precisely the voice of the rural customer has been captured using quality function deployment matrix. The results of the study have evidenced that this tool can be tested, used, and extended for various service-oriented organisations that include banking. Journal: Int. J. of Productivity and Quality Management Pages: 363-378 Issue: 3 Volume: 34 Year: 2021 Keywords: financial inclusion; quality function deployment; QFD; rural banking; services. File-URL: http://www.inderscience.com/link.php?id=119762 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:363-378 Template-Type: ReDIF-Article 1.0 Author-Name: Dhiraj Kumar Goswami Author-X-Name-First: Dhiraj Kumar Author-X-Name-Last: Goswami Author-Name: Saurabh Bilgaiyan Author-X-Name-First: Saurabh Author-X-Name-Last: Bilgaiyan Author-Name: Samaresh Mishra Author-X-Name-First: Samaresh Author-X-Name-Last: Mishra Title: Effort estimation of web-based projects: a systematic review Abstract: Lately, the importance of effort estimation of web-based projects has increased. Due to the web project's dynamic changes, it becomes more difficult to use a particular estimating method. According to the CHAOS Report 1994, only about 16.2% of the web projects are successfully developed in a given budget and time. In the first half of this study, we have provided a systematic analysis of the effort estimation of web-based projects. This would be useful for users to gain more knowledge on effort estimation in web-based projects since very few research works have been carried out in this field. Nowadays, web projects are more complex and data-centric. So, the inclusion of the database in the estimation process becomes necessary. Secondly, we proposed an estimation model, where the database is taken into consideration for its effort estimation. The result that we found after utilising the model gave more accurate effort estimation. Journal: Int. J. of Productivity and Quality Management Pages: 179-202 Issue: 2 Volume: 32 Year: 2021 Keywords: software project management; SPM; software project scheduling problem; SPSP; expert judgement techniques; EJT; Delphi technique; use case points; UCPs; function point analysis; FPA; COSMIC software estimation technique; CSET; neural network technique; NNT; fuzzy logic methodology; FLM; evolutionary computation technique; ECT. File-URL: http://www.inderscience.com/link.php?id=113619 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:2:p:179-202 Template-Type: ReDIF-Article 1.0 Author-Name: Hotniar Siringoringo Author-X-Name-First: Hotniar Author-X-Name-Last: Siringoringo Author-Name: E.S. Margianti Author-X-Name-First: E.S. Author-X-Name-Last: Margianti Author-Name: Qurrota Ayyun Author-X-Name-First: Qurrota Author-X-Name-Last: Ayyun Author-Name: Ikhwan Arbiyanto Author-X-Name-First: Ikhwan Author-X-Name-Last: Arbiyanto Title: The workload measurement and comparison of bank tellers: a case from Indonesia Abstract: This research aimed to identify the dominant dimension of the mental workload, and to compare the workload between state-owned and private bank tellers. Measuring workload was performed using NASA-TLX method. Data collected using the questionnaire of NASA-TLX that has been deployed in various organisations and modified slightly to adjust to the nature of the works. Participants in the study were tellers in a state-owned and private bank. Identification of the most and the least dominants dimensions that contribute to mental workload was performed using the Pareto diagram. Statistics technique was deployed to compare the workload between state-owned and private bank tellers. The result showed that the workload of bank tellers were categorised as very high. The most dominant dimension contributing to the very high mental workload in state-owned banks was effort whilst in the private bank was performance. Contrarily, the least dominant dimension contributing to the mental workload was frustration for both state-owned and private banks. There is no different workload between state-owned and private bank tellers. Journal: Int. J. of Productivity and Quality Management Pages: 379-398 Issue: 3 Volume: 34 Year: 2021 Keywords: mental workload; bank teller; NASA-TLX; state-owned bank; private bank; subjective methods; performance; Indonesia. File-URL: http://www.inderscience.com/link.php?id=119763 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:379-398 Template-Type: ReDIF-Article 1.0 Author-Name: Jane C. Kalu Author-X-Name-First: Jane C. Author-X-Name-Last: Kalu Author-Name: James N. Obi Author-X-Name-First: James N. Author-X-Name-Last: Obi Author-Name: Jane A. Ekeagbara Author-X-Name-First: Jane A. Author-X-Name-Last: Ekeagbara Author-Name: Titilope Odejobi Author-X-Name-First: Titilope Author-X-Name-Last: Odejobi Author-Name: James E. Obiri Author-X-Name-First: James E. Author-X-Name-Last: Obiri Author-Name: Anuoluwapo Oloruntoba Author-X-Name-First: Anuoluwapo Author-X-Name-Last: Oloruntoba Author-Name: Adeola Kolawole Author-X-Name-First: Adeola Author-X-Name-Last: Kolawole Author-Name: Bidemi C. Beckley Author-X-Name-First: Bidemi C. Author-X-Name-Last: Beckley Title: Total quality management and its effects on organisational performance: a study of PZ Cussons Plc. Lagos, Nigeria Abstract: This study concentrated predominantly on the effects of total quality management (TQM) practices on the performance of organisation. This concept has been projected to advance a firms performance and has acquired substantial attention in contemporary researches. The study sought to survey how the commitment of top management can improve total quality practices in the organisation, how continuous improvement of processes and products can boost productivity and to ascertain the link between employee training and the creation of quality products and services. It was revealed that top management commitment have an effect on TQM practices, continuous improvements of functional areas in the organisation have an effect on productivity, and there is a significant relationship between employee training and development and product quality. Finally, it was concluded that, for organisations to survive in the present competitive world, TQM practices is the most enduring strategy to adopt. The study therefore recommends that modern organisations should make the adoption of TQM practices a priority in view of its positive contribution to organisational performance. Journal: Int. J. of Productivity and Quality Management Pages: 203-215 Issue: 2 Volume: 32 Year: 2021 Keywords: management; organisational performance; strategy; total quality; competitive advantage. File-URL: http://www.inderscience.com/link.php?id=113620 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:2:p:203-215 Template-Type: ReDIF-Article 1.0 Author-Name: Leandro Pereira Author-X-Name-First: Leandro Author-X-Name-Last: Pereira Author-Name: André Rodrigues Author-X-Name-First: André Author-X-Name-Last: Rodrigues Author-Name: Renato Lopes Da Costa Author-X-Name-First: Renato Lopes Da Author-X-Name-Last: Costa Author-Name: Rui Gonçalves Author-X-Name-First: Rui Author-X-Name-Last: Gonçalves Author-Name: Luis Martins Author-X-Name-First: Luis Author-X-Name-Last: Martins Title: Effect of organisational culture on organisational performance - the case of security sector Abstract: Today's business world is characterised by its constant rapidly changing environment, facing a very competitive economic context, making it crucial for the achievement of business success to understand, timely, what drives its results, namely its performance. Organisational performance may be affected by several numbers of variables and the understanding of these variables is decisive for business management. This research aims to address and measure organisational performance, understanding if and how much it is influenced by organisational culture, as well as if employee work engagement mediates the mentioned relationship. This is accomplished through the formulation and testing of our research question and respective sub research questions. For that purpose we applied a questionnaire, preceded by a pre-test procedure, to a sample composed by security professionals, receiving a total of 629 valid answers. Our results evidence that more than one organisational culture type positively and significantly influences organisational performance and employee work engagement, as well as that employee work engagement partially mediates the influence of all organisational culture types on organisational performance. Journal: Int. J. of Productivity and Quality Management Pages: 293-318 Issue: 3 Volume: 34 Year: 2021 Keywords: organisational culture; organisational performance; employee work engagement; security. File-URL: http://www.inderscience.com/link.php?id=119764 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:293-318 Template-Type: ReDIF-Article 1.0 Author-Name: Harsimran Singh Sodhi Author-X-Name-First: Harsimran Singh Author-X-Name-Last: Sodhi Title: Lean Six Sigma in food industry: a case study Abstract: The purpose of the present study is for process and quality improvement in food processing units using Lean Six Sigma in food industry. This paper aims to study the application of Lean Six Sigma in a mediumsized confectionary. The results show that the company successfully applied the Lean Six Sigma methodology and saved a considerable sum of money by reducing overfilling of final product (ginger bread). This study proposes a Lean Six Sigma framework to reduce overfill and rework. The proposed framework integrates lean tools and Six Sigma define, measure, analyse, improve, and control methodology to reduce overfill and rework to enhance the bottomline results. The result of this study will help food small and mediumsized enterprises to effectively apply Lean Six Sigma to reduce variability and consequent waste in their production process. Journal: Int. J. of Productivity and Quality Management Pages: 336-349 Issue: 3 Volume: 34 Year: 2021 Keywords: quality; lean production; Six Sigma; operations management; biotechnology. File-URL: http://www.inderscience.com/link.php?id=119765 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:336-349 Template-Type: ReDIF-Article 1.0 Author-Name: Abdul Azeez Badir Alnidawi Author-X-Name-First: Abdul Azeez Badir Author-X-Name-Last: Alnidawi Author-Name: A.S.H. Yousif Author-X-Name-First: A.S.H. Author-X-Name-Last: Yousif Author-Name: Khalid M. Hmdan Author-X-Name-First: Khalid M. Author-X-Name-Last: Hmdan Title: An investigation into the impact of employee empowerment on organisational commitment: the case of Zajil International Telecom Company of Jordan Abstract: The aim of this study is investigating the impact of the main dimensions of employee empowerment (power, knowledge, self-determination and work-impact) on the basic types of organisational commitment (affective, normative and continuance) at Zajil International Telecom Company of Jordan. A sample of 220 employees (the whole technical and managerial staff) was withdrawn from a total population of 300 employees working at the Zajil International Telecom Company. A six-part questionnaire was developed, academically refereed, modified and then distributed. 217 questionnaires were correctly filled in and returned, that were later used for conducting validity, regression and correlation statistical testing using SPSS package. The main results of this study have plainly indicated that employee empowerment in terms of (power, knowledge, self-determination and work-impact) has a significant positive impact on the key types of organisational commitment (affective, continuance and normative). This result represents the originality of this study. It would be reasonable to state that the main objective of this study (determining to what extent that the employee's job title and nationality moderated the impact of employee empowerment on organisational commitment at Zajil International Telecom Company) was attained. Journal: Int. J. of Productivity and Quality Management Pages: 327-343 Issue: 3 Volume: 32 Year: 2021 Keywords: employee empowerment; power; knowledge; self-determination; work-impact; organisational commitment; affective; continuance; normative. File-URL: http://www.inderscience.com/link.php?id=113623 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:3:p:327-343 Template-Type: ReDIF-Article 1.0 Author-Name: Nesreen Seleem Author-X-Name-First: Nesreen Author-X-Name-Last: Seleem Author-Name: Chahir Zaki Author-X-Name-First: Chahir Author-X-Name-Last: Zaki Title: On modelling the determinants of total factor productivity in the MENA region: a macro-micro firm-level evidence Abstract: Using the World Bank Enterprise Surveys for Middle Eastern and North Africa (MENA) countries, the paper estimates total factor productivity (TFP) and examines its determinants. Our contribution is twofold. First, we provide TFP estimates by country and sector for the MENA region and examine how TFP varies with firm's age, size, export status, formal status and ownership. Second, we combine both micro (firm-level) and macro (nation-level) determinants of TFP to show how macroeconomic policies can affect firms' productivity levels. Our findings show that among the micro determinants, government ownership, foreign capital, female managers, owning a foreign certification, and formal registration of firms are all positively associated with TFP, with competition also exerting a positive impact on firms' productivity. All the macro determinants on the other hand, with the exception of trade openness, display the expected influence on TFP as suggested by the literature. Longer time to enforce contracts, high tax burden and high lending rates all tend to have a significantly negative impact on TFP. Higher tariffs, however, have a surprisingly positive impact on TFP which may emphasise the adverse effect trade openness can have on TFP as a result of the economy's limited ability to absorb the positive spillovers of trade. Journal: Int. J. of Productivity and Quality Management Pages: 147-178 Issue: 2 Volume: 32 Year: 2021 Keywords: total factor productivity; TFP; MENA; macro-micro determinants; firm-level data. File-URL: http://www.inderscience.com/link.php?id=113624 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:2:p:147-178 Template-Type: ReDIF-Article 1.0 Author-Name: Md Shafiqul Islam Author-X-Name-First: Md Shafiqul Author-X-Name-Last: Islam Author-Name: Muhammad Abdus Samad Author-X-Name-First: Muhammad Abdus Author-X-Name-Last: Samad Author-Name: Pradip Sarkar Author-X-Name-First: Pradip Author-X-Name-Last: Sarkar Author-Name: Taufiqur Rahman Author-X-Name-First: Taufiqur Author-X-Name-Last: Rahman Author-Name: Mohiuddin Ahmed Author-X-Name-First: Mohiuddin Author-X-Name-Last: Ahmed Title: Analysing productivity and finding solutions to improve productivity at the GLS plant of a selected lamp manufacturing factory in Bangladesh Abstract: Bangladesh is emerging in many manufacturing industries. To ensure sustainable economic growth and compete in the global market, the industries should utilise their resources properly. Higher productivity ensures higher utilisation of available resources, i.e., man power, raw materials, etc. In this paper we have studied and analysed the productivity of a lamp manufacturing factory's GLS plant. The focus of the study was labour productivity and defects in the production floor. Labour productivity was measured and analysed using Kurosawa's structural approach for productivity measurement. It was found that the labour productivity is not up to the standard level. The reasons that reduce labour productivity and the factors for improving labour productivity were identified using questionnaires and observations. Occurrence of defects was analysed using Pareto analysis which helped to identify the vital defects. Using root cause analysis, cause and effect diagram was generated and the reasons of the defects were identified. Based on that, the solutions for reducing those defects were recommended. Some of the techniques that the lamp manufacturing factory can implement are work study, lean tools, JIT, Six Sigma and nominal group technique. Journal: Int. J. of Productivity and Quality Management Pages: 293-310 Issue: 3 Volume: 33 Year: 2021 Keywords: Kurosawa approach; Pareto analysis; labour productivity; root cause analysis; cause and effect diagram; Bangladesh. File-URL: http://www.inderscience.com/link.php?id=116952 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:3:p:293-310 Template-Type: ReDIF-Article 1.0 Author-Name: M.V. Deepa Author-X-Name-First: M.V. Author-X-Name-Last: Deepa Author-Name: K. Jayaraman Author-X-Name-First: K. Author-X-Name-Last: Jayaraman Author-Name: Seethal Keloth Author-X-Name-First: Seethal Author-X-Name-Last: Keloth Title: Exemplary airline service quality is the way forward to secure passenger confidence in air travel - an empirical study in Malaysia Abstract: Airline companies are faced with declining passenger confidence in the air transportation system's reliability and service offerings. The purpose of this research is to understand the determinants of airline service quality that influences passenger confidence in air travel based on their perceptions of first choice full-service carriers. The conceptualised research model assesses the influence of the possible determinants of airline service quality on passenger confidence in air travel. The cross-sectional questionnaire survey was conducted in four major international airports of Malaysia. Out of 201 respondents, 70.6% Malaysian nationals have expressed high passenger confidence which is a morale boost for full-service carriers. The findings of the study show that facilities and timeliness were positively influencing the passenger confidence in air travel. Airline companies can focus on these factors to improve service quality and thereby boost passenger confidence in air travel. Journal: Int. J. of Productivity and Quality Management Pages: 383-411 Issue: 3 Volume: 32 Year: 2021 Keywords: passenger confidence; safety and security; timeliness; full-service carrier; FSC; Malaysia. File-URL: http://www.inderscience.com/link.php?id=113625 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:3:p:383-411 Template-Type: ReDIF-Article 1.0 Author-Name: Seyed Fathollah Amiri Aghdaie Author-X-Name-First: Seyed Fathollah Amiri Author-X-Name-Last: Aghdaie Author-Name: Ali Kazemi Author-X-Name-First: Ali Author-X-Name-Last: Kazemi Author-Name: Seyed Hesamaldin Mahdavinia Author-X-Name-First: Seyed Hesamaldin Author-X-Name-Last: Mahdavinia Title: The influence of psychological factors on customers information search behaviour Abstract: Assessing the dimensions of psychological factors and their influence on customers' behaviour can provide valuable information for the customers and help managers. This study is going to examine the influence of psychological factors on customers' information search behaviour in regard to preference and select domestic or foreign brands in women's clothing industry. The authors in this research presented a conceptual model for answering this question: Which psychological factors influences more on information search behaviour and for what reasons consumers of this industry prefer domestic products rather than foreign ones and vice versa? The results of this study will help women's clothing providers to create willingness in customers to choose domestic products instead of foreign one. The results demonstrate that all of the psychological factors have positive effects on customer's information search behaviour. Journal: Int. J. of Productivity and Quality Management Pages: 420-434 Issue: 3 Volume: 33 Year: 2021 Keywords: consumer behaviour; psychological factors; domestic brand; foreign brand. File-URL: http://www.inderscience.com/link.php?id=116953 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:3:p:420-434 Template-Type: ReDIF-Article 1.0 Author-Name: José Morelos Gómez Author-X-Name-First: José Morelos Author-X-Name-Last: Gómez Title: Method to appraise financial and productivity indicators in small and medium enterprises in the tourist lodging sector of Cartagena-Colombia applying discriminant multivariate analysis Abstract: This research article presents the results of the appraising of the financial and productivity indicators of the small and medium enterprises of the tourist lodging sector in the City of Cartagena-Colombia. The multivariate discriminant data analysis (MDA) technique was used to determine the significance and classification of the groups of selected variables within the group of 75 SMEs that reported their financial statements at the Cartagena Chamber of Commerce for the years 2015 and 2018. The findings found contrast with the sustained good performance for the analysis period of the financial indicators, gross margin (IF1), operating margin (IF2) and net margin (IF3) and productivity, operating profit ratio and added value (IP2), added value ratio and working capital (IP4) and operating profit ratio and working capital (IP5). This is evidenced by the marking out and contribution of the tourist lodging sector in the business economic dynamics of the City of Cartagena. Journal: Int. J. of Productivity and Quality Management Pages: 367-383 Issue: 3 Volume: 33 Year: 2021 Keywords: productivity; financial indicators; discriminant analysis; tourist lodging sector; small and medium businesses; Colombia. File-URL: http://www.inderscience.com/link.php?id=116954 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:3:p:367-383 Template-Type: ReDIF-Article 1.0 Author-Name: Sajjad Balali Shahvari Author-X-Name-First: Sajjad Balali Author-X-Name-Last: Shahvari Author-Name: Nour Mohammad Yaghoubi Author-X-Name-First: Nour Mohammad Author-X-Name-Last: Yaghoubi Author-Name: Milad Vafadar Author-X-Name-First: Milad Author-X-Name-Last: Vafadar Title: Developing a model of key managerial competencies using meta-synthesis approach Abstract: This study tended to develop a model for key managerial competencies by meta-synthesis. Using meta-synthesis, 92 studies in the field of managerial competencies were reviewed; using content analysis, dimensions and relevant codes were extracted. Importance and priority of codes were determined using Shannon entropy. According to findings, the competencies identified in this model were categorised in three dimensions: individual (attitude and behaviour), social (social consciousness and social skills), and professional (management, planning and knowledge). Findings also showed that effective communication, leadership, team building and teamwork, training and development of others, decision-making and problem-solving skills, adaptability and flexibility, confidence and creativity had the highest coefficients of importance; that is, they have been more closely studied and more repeatable than other codes in the field of managerial competencies. Hence, it is very important to consider these codes in implementing managerial competency model. Finally, model of key managerial competencies was developed through the research steps. Journal: Int. J. of Productivity and Quality Management Pages: 279-306 Issue: 3 Volume: 32 Year: 2021 Keywords: managerial competency; competency model; competency dimensions; competency development; meta-synthesis. File-URL: http://www.inderscience.com/link.php?id=113631 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:32:y:2021:i:3:p:279-306 Template-Type: ReDIF-Article 1.0 Author-Name: Sandeep Singh Author-X-Name-First: Sandeep Author-X-Name-Last: Singh Author-Name: Jaimal Singh Khamba Author-X-Name-First: Jaimal Singh Author-X-Name-Last: Khamba Author-Name: Davinder Singh Author-X-Name-First: Davinder Author-X-Name-Last: Singh Title: Interpretive structural modelling to evaluate the key barriers inhibiting successful implementation of overall equipment effectiveness Abstract: The scope of study is to cover the critical and significant barriers in implementation of overall equipment effectiveness (OEE) through interpretive structural modelling (ISM). Based on a common proverb "If we can't measure it, we can't improve it", ISM is the competent approach to measure the significance of its various variables (barriers), their hierarchy and interdependency on each other. The barriers affecting OEE implementation may vary as per industrial sectors, but the goal would remain the same, i.e., to embellish the performance. Fourteen critical barriers of OEE implementation were analysed with the directions and guidelines of industrial and academic experts. In addition, ISM model is proposed for the key barriers. ISM may be used to understand the relationship between barriers. Once the behavioural pattern of barriers is determined through ISM, it is easy to predict the issues related to equipment's maintenance and efficiency over a specific phase of time. Journal: Int. J. of Productivity and Quality Management Pages: 415-444 Issue: 3 Volume: 34 Year: 2021 Keywords: key barriers; overall equipment effectiveness; OEE; interpretive structural modelling; ISM. File-URL: http://www.inderscience.com/link.php?id=119775 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:415-444 Template-Type: ReDIF-Article 1.0 Author-Name: Orianna Fontalvo Echavez Author-X-Name-First: Orianna Fontalvo Author-X-Name-Last: Echavez Author-Name: Tomás José Fontalvo Herrera Author-X-Name-First: Tomás José Fontalvo Author-X-Name-Last: Herrera Author-Name: Roberto Herrera Author-X-Name-First: Roberto Author-X-Name-Last: Herrera Title: Evaluation method of the sigma level multidimensional capacity of the service dimensions in a call centre of a telephone company Abstract: This research establishes a multidimensional capacity indicator that allows to evaluate the sigma level of the service dimensions in a call centre of a telephone company. This study is based on the concepts of statistical control, specifically multidimensional capacity, service quality and sigma level associated with the Six Sigma metrics. As a result, a method to measure service is proposed, through the proposal of a multidimensional indicator of capacity for the utility under study, that showed a value of 0.1534, this is distant from the ideal minimum value that is the unit; therefore, the areas of application of protocols and escalation of the office service were identified, the causes of the decrease of the indicator. The proposed multidimensional capacity indicator is rigorous to evaluate the performance; this implies that using this indicator in the Six Sigma methodology is considerably more rigorous than the traditional Six Sigma evaluations. Journal: Int. J. of Productivity and Quality Management Pages: 319-335 Issue: 3 Volume: 34 Year: 2021 Keywords: multidimensional capacity; sigma level; service. File-URL: http://www.inderscience.com/link.php?id=119787 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:319-335 Template-Type: ReDIF-Article 1.0 Author-Name: Tohid Kachwala Author-X-Name-First: Tohid Author-X-Name-Last: Kachwala Author-Name: Dinesh Panchal Author-X-Name-First: Dinesh Author-X-Name-Last: Panchal Author-Name: Aditya Bali Author-X-Name-First: Aditya Author-X-Name-Last: Bali Title: The relationships among overall service quality, customer satisfaction and customer loyalty in library services Abstract: Understanding students' loyalty in library services becomes important as an operations strategy to retain existing students and attract new students. This study uses secondary data from a survey of business school library. Based on extensive literature survey, a scientific (service quality - customer satisfaction - customer loyalty) model is proposed to relate the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. Using convenience sampling, survey (with a well-defined questionnaire) is carried out for regular library users and structural equation modelling (in IBM AMOS) is used for investigating the relationship between the latent constructs of the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. The study identified four antecedents (reliability, assurance, empathy and physical aspects) of overall service quality. The study also found that perception of overall service quality has indirect influence on customer loyalty through customer satisfaction in library service. Journal: Int. J. of Productivity and Quality Management Pages: 198-217 Issue: 2 Volume: 33 Year: 2021 Keywords: services quality; academic library; customer satisfaction; customer loyalty; structural equation modelling; SEM; reliability; assurance; empathy; SERVQUAL; LibQual+. File-URL: http://www.inderscience.com/link.php?id=115692 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:2:p:198-217 Template-Type: ReDIF-Article 1.0 Author-Name: Diego Restrepo-Tobón Author-X-Name-First: Diego Author-X-Name-Last: Restrepo-Tobón Author-Name: Jim Sánchez-González Author-X-Name-First: Jim Author-X-Name-Last: Sánchez-González Title: Measuring profit efficiency of Colombian banks: a composite non-standard profit function approach Abstract: We analyse the evolution of profit efficiency of Colombian banks from 2001 to 2013, the most important period of consolidation for this industry. Unlike previous studies, we estimate revenue, cost, and profit efficiency within a unified framework. We find that profit efficiency significantly increased from 80% in 2002 to 91% in 2013. Median profit, revenue, and cost efficiency estimates are around 90.3, 85.2, and 99.5%, respectively. Median return on equity (ROE) was 8%. Without inefficiency, it could have been as high as 14.6%. Cost inefficiencies explain 92% of median unearned ROE while revenue inefficiency explains only 8%. Revenue and cost efficiencies are negatively correlated. However, both correlate positively with profit efficiency. Foreign banks and banks taking on more credit risk are more profit efficient while bigger banks and banks taking on more liquidity and market risk are less profit efficient. Journal: Int. J. of Productivity and Quality Management Pages: 234-252 Issue: 2 Volume: 33 Year: 2021 Keywords: profit efficiency; revenue efficiency; cost efficiency; non-standard profit function; NSPF; stochastic frontier. File-URL: http://www.inderscience.com/link.php?id=115693 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:2:p:234-252 Template-Type: ReDIF-Article 1.0 Author-Name: Harsimran Singh Sodhi Author-X-Name-First: Harsimran Singh Author-X-Name-Last: Sodhi Title: Characteristic study contributing towards the productivity of manufacturing sector in India Abstract: This study primarily focuses on the performance on manufacturing sector by taking a disaggregated view of it. It examines all the possible factors that largely determine the productivity of manufacturing sector and hence the growth of our economy. In this study special attention has been drawn on organised and unorganised segments of manufacturing sector and employment generation in these two segments. It is believed that though the contribution of Indian manufacturing sector to its GDP has somehow been satisfactory especially after economic reforms but this sector has not been able to keep the pace of employment generation. Employment generation in Indian manufacturing sector has not been as hot as it should have been compared to its GDP contribution. It has been assumed that though there are various possible factors influencing the productivity, efficiency and competitiveness of Indian manufacturing sector. But in this research work only five variables have been taken into consideration considering its data availability. These variables are both qualitative and quantitative in nature. Journal: Int. J. of Productivity and Quality Management Pages: 350-362 Issue: 3 Volume: 34 Year: 2021 Keywords: manufacturing sector; SMEs; GDP. File-URL: http://www.inderscience.com/link.php?id=119789 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:350-362 Template-Type: ReDIF-Article 1.0 Author-Name: Tomás José Fontalvo-Herrera Author-X-Name-First: Tomás José Author-X-Name-Last: Fontalvo-Herrera Author-Name: Enrique Delahoz-Dominguez Author-X-Name-First: Enrique Author-X-Name-Last: Delahoz-Dominguez Author-Name: Orianna Fontalvo-Echavez Author-X-Name-First: Orianna Author-X-Name-Last: Fontalvo-Echavez Title: Assessing and forecasting method of financial efficiency in a free industrial economic zone Abstract: Industrial free zones are key to the economic progress of developing countries, making the evaluation and forecast of efficiency in these organisations relevant. This research proposes a three-phase method to evaluate and forecast the financial efficiency of the business profiles of companies belonging to the free economic zone of Cartagena - Colombia. The first phase consisted of a cluster analysis to determine representative groups among the companies analysed. In the second phase, financial efficiency is measured for each of the clusters found in phase 1. Finally, in phase 3 a machine learning model is trained and validated to predict the belonging of a company to a category of financial efficiency - cluster. The results show the creation of two business clusters, with an average efficiency of 49.8% and 14.6% respectively. The random forest model has an accuracy of 95% in the validation phase. Journal: Int. J. of Productivity and Quality Management Pages: 253-270 Issue: 2 Volume: 33 Year: 2021 Keywords: data envelope analysis; DEA; clustering; machine learning; random forest; efficiency. File-URL: http://www.inderscience.com/link.php?id=115694 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:2:p:253-270 Template-Type: ReDIF-Article 1.0 Author-Name: Harsimran Singh Sodhi Author-X-Name-First: Harsimran Singh Author-X-Name-Last: Sodhi Title: An evaluation of sustainability of Industry 4.0 aspects Abstract: The Industry 4.0 is known in the present development and improvement of the process and every part of the life related with the interconnection, technology and network that provides security, simplification of process and connection of almost everything based on the internet of things (IoT). This kind of connections and networks allow the industry to improve the processes, the 'things' can follow instructions given by internet of things and learn how to improve that processes making relations between the work or action realised with the ideal taking advantage of the big data analysis and give infinite possibilities to more efficient developments, connections, communications and a lot of options that the industry did not contemplate some years ago. In the present study, evaluation of various aspects of Industry 4.0 has been done and the evaluation of barriers to Industry 4.0 has also been done by using analytic hierarchy process (AHP). Journal: Int. J. of Productivity and Quality Management Pages: 399-414 Issue: 3 Volume: 34 Year: 2021 Keywords: Industry 4.0; sustainability; internet of things; IoT; analytic hierarchy process; AHP. File-URL: http://www.inderscience.com/link.php?id=119790 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:34:y:2021:i:3:p:399-414 Template-Type: ReDIF-Article 1.0 Author-Name: Marcelo Albuquerque De Oliveira Author-X-Name-First: Marcelo Albuquerque De Author-X-Name-Last: Oliveira Author-Name: Marcelo Silva Pereira Author-X-Name-First: Marcelo Silva Author-X-Name-Last: Pereira Author-Name: Rui M. Lima Author-X-Name-First: Rui M. Author-X-Name-Last: Lima Author-Name: Andréia Freitas Vieira Author-X-Name-First: Andréia Freitas Author-X-Name-Last: Vieira Title: Lean practices to improve the learning process and production document control: a case study Abstract: The advent of lean practices has driven changes in organisations, especially by seeking systematic practices to identify and improve. This case study intends to share the practical results of the adoption of automated document control systems within the productive processes, as a component associated with lean practices adopted by the company. The work developed was aimed at disseminating lean practices to better control the process, as well as introducing a culture focused on the adoption of good management practices, from the development of automated work instructions to productive process, allowing the teams' self-development, facilitating the training stage of the teams that act in the process. As an additional contribution, it allowed easy access to information, agility to the document management system, ease of updating versions and elimination of physical documents in the production line, giving contributions to the organisation's results in the field of quality management, production and teams. Journal: Int. J. of Productivity and Quality Management Pages: 157-179 Issue: 2 Volume: 33 Year: 2021 Keywords: computerised document control; lean culture; lean training; organisational culture; team management. File-URL: http://www.inderscience.com/link.php?id=115695 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:2:p:157-179 Template-Type: ReDIF-Article 1.0 Author-Name: Harsimran Singh Sodhi Author-X-Name-First: Harsimran Singh Author-X-Name-Last: Sodhi Author-Name: Doordarshi Singh Author-X-Name-First: Doordarshi Author-X-Name-Last: Singh Author-Name: Bikram Jit Singh Author-X-Name-First: Bikram Jit Author-X-Name-Last: Singh Title: Investigation of lean manufacturing factors for waste reduction in manufacturing SMEs Abstract: The purpose of this paper is to establish a relationship between various factors of lean manufacturing and the causes of waste in order to guide the practitioners and academicians for adequate implementation of lean manufacturing in their organisations for waste management. A survey has been conducted in various manufacturing organisations of India through a questionnaire on a Likert scale of 5. Further, the gathered data has been analysed using Cronbach's alpha value and the relationship between lean manufacturing tools and causes of waste has been established using canonical correlation test. Relationship among various tools of lean manufacturing and causes of waste has been established using canonical correlation test. The outcomes of this study will assist the floor managers of various manufacturing organisations for the adequate implementation of lean manufacturing in their organisations. Journal: Int. J. of Productivity and Quality Management Pages: 218-233 Issue: 2 Volume: 33 Year: 2021 Keywords: lean manufacturing; agile manufacturing; Six Sigma; Lean Six Sigma. File-URL: http://www.inderscience.com/link.php?id=115702 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:2:p:218-233 Template-Type: ReDIF-Article 1.0 Author-Name: Sunil Atulkar Author-X-Name-First: Sunil Author-X-Name-Last: Atulkar Title: Service quality dimensions and repurchase intentions in online shopper: an Indian experience Abstract: Online retailing is the next generation format, has high potential for growth. Therefore, the main aim of this study is to identify the role of service quality dimensions in creating repurchase intentions via customer satisfaction and trust. Based on literature reviews study identifies 22 research items for four service quality dimensions and three behavioural outcomes (satisfaction, trust and repurchase intentions). SmartPLS 2.0 and IBM SPSS 20 software has been used to evaluate 404 customer responses. Study observes that online shopping is the most convenient things that modern technology afforded to the customer in which network quality, customer services and information quality dimensions demonstrate significant positive relationship with satisfaction and trust. Similarly, satisfaction and trust also shows positive influence on repurchase intentions. While the privacy and security having relationship shows insignificant negative influence, as most the customers today are highly concern about confidentiality and safety of financial transactions with online retailers. Journal: Int. J. of Productivity and Quality Management Pages: 180-197 Issue: 2 Volume: 33 Year: 2021 Keywords: service quality; satisfaction; trust; repurchase intentions. File-URL: http://www.inderscience.com/link.php?id=115710 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:2:p:180-197 Template-Type: ReDIF-Article 1.0 Author-Name: Leonardo Stertz Sfreddo Author-X-Name-First: Leonardo Stertz Author-X-Name-Last: Sfreddo Author-Name: Guilherme Bergmann Borges Vieira Author-X-Name-First: Guilherme Bergmann Borges Author-X-Name-Last: Vieira Author-Name: Gabriel Vidor Author-X-Name-First: Gabriel Author-X-Name-Last: Vidor Author-Name: Roberto Birch Gonçalves Author-X-Name-First: Roberto Birch Author-X-Name-Last: Gonçalves Author-Name: Cíntia Paese Giacomello Author-X-Name-First: Cíntia Paese Author-X-Name-Last: Giacomello Title: ISO 9001 quality management systems and organisational performance: a study of metal mechanical companies from Southern Brazil Abstract: Based on a quantitative approach, this study aimed to analyse the relation between quality management systems (QMSs), process management (PM) and organisational performance (OP) in Brazilian metal-mechanic companies. Data were collected through a survey applied to a sample of this sector's managers from Southern Brazil and were analysed using descriptive statistics, means comparison and multiple linear regression analysis. The results shown: 1) a medium to high level of QMS and PM maturity in the sampled companies; 2) no significant differences between ISO 9001 certified and non-certified companies; 3) a positive impact of QMS on market and economic-financial performances; 4) a positive impact of PM on operational performance. As conclusions to this study, it can be stated that QMS maturity affects companies' market and economic-financial performances but does not affect operational performance. On the other hand, process management maturity affects operational performance, but does not affect the performance dimensions. Once studies analysing the relation between process management and organisational performance were not found in the literature, this can be considered an important contribution of this study. Journal: Int. J. of Productivity and Quality Management Pages: 271-292 Issue: 2 Volume: 33 Year: 2021 Keywords: quality management; process management; maturity; ISO 9001; organisational performance. File-URL: http://www.inderscience.com/link.php?id=115711 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijpqma:v:33:y:2021:i:2:p:271-292