Template-Type: ReDIF-Article 1.0
Author-Name: Andrea Chiarini
Author-X-Name-First: Andrea
Author-X-Name-Last: Chiarini
Author-Name: Emidia Vagnoni
Author-X-Name-First: Emidia
Author-X-Name-Last: Vagnoni
Author-Name: Luca Chiarini
Author-X-Name-First: Luca
Author-X-Name-Last: Chiarini
Title: ERP implementation in public healthcare, achievable benefits and encountered criticalities - an investigation from Italy
Abstract:
Enterprise resource planning has been mainly implemented in private industries and there are few inquiries of implementation in public healthcare, particularly in Europe. Hence, this paper aims to enrich the debate concerning public healthcare by investigating one of the first applications in Italy. The research aims at highlighting the benefits brought by the implementation as well as the criticalities encountered. We found that benefits can be classified into four theoretical categories: patients' satisfaction, stakeholders' satisfaction, operations efficiency, and strategic and performance management. Whereas criticalities such as complexity of the project, process reengineering and staff's involvement can impede the implementation. The novelty and value of the paper lie in a new classification of benefits and criticalities concerning enterprise resource planning implementation in public healthcare. The classification is particularly useful for practitioners and managers who want to implement structured enterprise resource planning in complex organisations such as large public hospitals. We concluded with the limitations of this research and the new avenues of research opened.
Journal: Int. J. of Services and Operations Management
Pages: 1-17
Issue: 1
Volume: 29
Year: 2018
Keywords: enterprise resource planning; public healthcare services; service operations efficiency; it implementation; Italy.
File-URL: http://www.inderscience.com/link.php?id=88460
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:1:p:1-17

Template-Type: ReDIF-Article 1.0
Author-Name: Surya Dharamdass
Author-X-Name-First: Surya
Author-X-Name-Last: Dharamdass
Author-Name: Yudi Fernando
Author-X-Name-First: Yudi
Author-X-Name-Last: Fernando
Title: Contact centre service excellence: a proposed conceptual framework
Abstract:
This paper aims to develop a proposed conceptual framework that can be used in studying the determinants of contact centre service excellence for the continuously growing contact centre business globally. A content analysis method is performed on a range of English-written published papers between 1993 and 2014 to explore the proposed determinants of contact centre service excellence. The primary observation shows that there is limited academic literature in this area. The findings from the distillation of the proposed determinants of contact centre service excellence in essence suggest that there should be a high focus on the people - customer service agents (CSAs) hiring criteria, training and development, reward system, team structure and the cross-functional coordination process. The implication to future researchers is to focus on these determinants to better understand the impact on service excellence. For practitioners, the implication is to consider reviewing the current determinants used in their organisations to achieve service excellence and consider adopting the proposed determinants.
Journal: Int. J. of Services and Operations Management
Pages: 18-41
Issue: 1
Volume: 29
Year: 2018
Keywords: content analysis; contact centres; call centres; service excellence; service quality; customer service agents; CSAs; business process outsourcing; BPO; conceptual framework; service delivery; customer delight; operations management.
File-URL: http://www.inderscience.com/link.php?id=88470
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:1:p:18-41

Template-Type: ReDIF-Article 1.0
Author-Name: P.R. Senthilmurugan
Author-X-Name-First: P.R.
Author-X-Name-Last: Senthilmurugan
Author-Name: C. Jegadheesan
Author-X-Name-First: C.
Author-X-Name-Last: Jegadheesan
Author-Name: S.R. Devadasan
Author-X-Name-First: S.R.
Author-X-Name-Last: Devadasan
Title: Improving the quality and yield in the casting of compressor pulley through the application of total failure mode and effects analysis
Abstract:
In the research reported in this paper, a technique called 'total failure mode and effects analysis' (TFMEA) was applied in a foundry producing casting of compressor pulley. TFMEA facilitates to carryout failure analysis in a simple manner and connect the departments and employees for gathering their knowledge for providing solutions to prevent the occurrence of failures. According to the recommendation evolved in this TFMEA project, the gating system of mould was newly designed. Subsequently, it was found that the usage of the new gating design resulted in the increase of yield by 10%. Subsequently conducting of X-ray test revealed that the casting of compressor pulleys were free from shrinkage. Thus, TFMEA was useful in enhancing productivity without compromising the quality of the casting of compressor pulleys.
Journal: Int. J. of Services and Operations Management
Pages: 42-58
Issue: 1
Volume: 29
Year: 2018
Keywords: FMEA; total failure mode and effects analysis; TFMEA; total quality management; TQM; casting; continuous quality improvement.
File-URL: http://www.inderscience.com/link.php?id=88472
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:1:p:42-58

Template-Type: ReDIF-Article 1.0
Author-Name: Arash Nobari
Author-X-Name-First: Arash
Author-X-Name-Last: Nobari
Author-Name: AmirSaman Khierkhah
Author-X-Name-First: AmirSaman
Author-X-Name-Last: Khierkhah
Author-Name: Vahid Hajipour
Author-X-Name-First: Vahid
Author-X-Name-Last: Hajipour
Title: A Pareto-based approach to optimise aggregate production planning problem considering reliable supplier selection
Abstract:
This work presents a multi objective model for a multi-product, multi-site aggregate production planning (APP) problem in a supply chain. The objectives are: 1) minimising the total cost of supply chain including inventory costs, manufacturing costs, work force costs, hiring, and firing costs; 2) maximising the reliability of the supply chain's production plan with regard to the selection of reliable facilities which have probabilistic lead times. Based on the complexity of the proposed model, two Pareto-based multi-objective metaheuristic algorithms including multi-objective imperialist competitive algorithm (MOICA) and non-dominated sorting genetic algorithm (NSGA-II) were applied to solve the proposed model. In order to evaluate the results, several numerical examples were generated, by which the algorithms were analysed statistically and graphically.
Journal: Int. J. of Services and Operations Management
Pages: 59-84
Issue: 1
Volume: 29
Year: 2018
Keywords: aggregate production planning; supply chain management; supplier selection; multi-objective optimisation; MOICA; NSGA-II.
File-URL: http://www.inderscience.com/link.php?id=88473
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:1:p:59-84

Template-Type: ReDIF-Article 1.0
Author-Name: Fiorenzo Franceschini
Author-X-Name-First: Fiorenzo
Author-X-Name-Last: Franceschini
Author-Name: Luca Mastrogiacomo
Author-X-Name-First: Luca
Author-X-Name-Last: Mastrogiacomo
Title: Service gap deployment: a framework to link quality gaps to service activities
Abstract:
This paper presents the service gap deployment (SGD), a new method to prioritise <i>crucial to quality</i> activities of a service that does not completely satisfy customer expectations. In the SGD, service activities (<i>SA</i>s) are related to gaps between customer expectations and perceptions so as to identify <i>SA</i>s that may need a redesign or improvement in order to satisfy customer needs. The method, which expands the gaps model of service quality by Parasuraman et al. (1985), supports the design of evolutionary and sustaining improvements of the service parts that generate customer dissatisfaction. Specifically, the SGD introduces three major contributions: 1) it creates a map relating service dimensions to <i>SA</i>s; 2) it highlights <i>crucial to quality</i> activities; 3) it allows a focused improvement of the analysed service. The description is supported by an excerpt from a real application example, concerning the prioritisation of <i>crucial to quality SA</i>s of an airport luggage delivery service.
Journal: Int. J. of Services and Operations Management
Pages: 85-99
Issue: 1
Volume: 29
Year: 2018
Keywords: gap model; service quality; SERVQUAL; quality function deployment; service activities; service gap deployment; SGD.
File-URL: http://www.inderscience.com/link.php?id=88474
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:1:p:85-99

Template-Type: ReDIF-Article 1.0
Author-Name: A. Vasumathi
Author-X-Name-First: A.
Author-X-Name-Last: Vasumathi
Title: Work life balance of women employees: a literature review
Abstract:
The review of literature on work life balance of women employees has been outlined up in view of its increased popularity with the major objective to have prosperity of society. WLB is a major concern for women employees in today's scenario, as extended work hours in the organisation pulls women employees' productivity and time which they actually meant to devote to their family sphere. The researcher has reviewed the literature on work life balance (WLB) of women employees with regard to significance of WLB, theories of WLB, determinants of WLB, facilitators of WLB, coping strategies of WLB, WLB and performance and finally, consequences of WLB. In this article, the researcher has dealt the various aspects of work life balance through the review of existing literature. The sources referred include various journals, books, doctoral thesis, working papers, reports, magazines, internet sites, etc., and has been reflected as references at the end.
Journal: Int. J. of Services and Operations Management
Pages: 100-146
Issue: 1
Volume: 29
Year: 2018
Keywords: work life balance; WLB; significance; theories; determinants; facilitators; coping strategies; performances; consequences.
File-URL: http://www.inderscience.com/link.php?id=88477
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:1:p:100-146

Template-Type: ReDIF-Article 1.0
Author-Name: Suman Gothwal
Author-X-Name-First: Suman
Author-X-Name-Last: Gothwal
Author-Name: Tilak Raj
Author-X-Name-First: Tilak
Author-X-Name-Last: Raj
Title: Conceptual design and development of pneumatically controlled flexible fixture and pallets
Abstract:
Fixture performance influences the product manufacturing quality, productivity and cost. Flexible fixtures (FF) provide solution to the problem of costly redesign of fixtures due to changes in dimensions/geometry of parts to be manufactured. Various areas related to design of FFs have already been very well described by various renowned authors. This paper carries out the conceptual designing of pneumatically controlled FF and pallets for machining (drilling and milling) operations. Pneumatic cylinders and electric motors were used as actuators. The first part considers introduction and literature review with significant researches and requirements of fixtures over time. After that, different aspects related to fixture design have been presented to give a deep and quick understanding of fixture design and its criteria for drilling and milling heads. Then, conceptual designing of pneumatically controlled FF and pallets has been discussed. The shortcomings of the existing studies are stated and future directions are proposed.
Journal: Int. J. of Services and Operations Management
Pages: 147-162
Issue: 2
Volume: 29
Year: 2018
Keywords: flexible manufacturing system; fixturing; flexible fixtures; flexible pallets; 3D SolidWork; drilling heads; milling heads.
File-URL: http://www.inderscience.com/link.php?id=89246
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:147-162

Template-Type: ReDIF-Article 1.0
Author-Name: Hassan Rezazadeh
Author-X-Name-First: Hassan
Author-X-Name-Last: Rezazadeh
Author-Name: Salim Moghtased-Azar
Author-X-Name-First: Salim
Author-X-Name-Last: Moghtased-Azar
Author-Name: Meysam Shafiei Kisomi
Author-X-Name-First: Meysam Shafiei
Author-X-Name-Last: Kisomi
Author-Name: Rouhollah Bagheri
Author-X-Name-First: Rouhollah
Author-X-Name-Last: Bagheri
Title: Robust cooperative maximal covering location problem: a case study of the locating Tele-Taxi stations in Tabriz, Iran
Abstract:
Today, maximising the number of steady customers and consistency in meeting their needs are two important factors affecting the profitability of companies. Therefore, researchers are trying to model, study and analyse factors affecting the businesses. To this end and with regard to covering problem applications, this problem is inclusively studied in the operations research (OR) literature. This article proposes a novel maximal covering location problem (MCLP) in which different factors (capacity of facilities, budget, number of available facilities in different types) have been considered. To provide a real case problem, locating Tele-Taxi stations in Tabriz, Iran have been studied. Moreover, to analyse the effects of uncertainty in the rate of demand in each demand point and capacity of facilities as undeniable facts of real-world, the robust counterpart of the proposed model is developed. Furthermore, a sensitivity analysis on the constant perturbation for uncertain parameters has been conducted.
Journal: Int. J. of Services and Operations Management
Pages: 163-183
Issue: 2
Volume: 29
Year: 2018
Keywords: facility location; maximal covering location problem; MCLP; robust optimisation.
File-URL: http://www.inderscience.com/link.php?id=89247
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:163-183

Template-Type: ReDIF-Article 1.0
Author-Name: Jagdeep Singh
Author-X-Name-First: Jagdeep
Author-X-Name-Last: Singh
Author-Name: Harwinder Singh
Author-X-Name-First: Harwinder
Author-X-Name-Last: Singh
Title: Modelling of barriers and initiatives of continuous improvement approach for enhancing the performance of SMEs of Northern India
Abstract:
Continuous improvement is a management approach of enhancing processes using small incremental improvements. This study attempts to access the significant barriers and benefits using interpretive structural modelling, options field methodology (OFM), options profile methodology (OPM), analytic hierarchy process (AHP), fuzzy set theory (FST) and impact of independent initiatives on dependent initiatives using structural equation modelling. Result indicates that barriers including lack of management commitment, lack of continuous training and education to employees, lack of employee trust in senior management and inadequate knowledge of continuous improvement approach have high driving power and low dependency power. Moreover, customer and supplier relations play a high significant role in improving the performance of firm.
Journal: Int. J. of Services and Operations Management
Pages: 184-213
Issue: 2
Volume: 29
Year: 2018
Keywords: continuous improvement; small- and medium-sized enterprises; SMEs; customer and supplier relationship.
File-URL: http://www.inderscience.com/link.php?id=89248
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:184-213

Template-Type: ReDIF-Article 1.0
Author-Name: Vineet Gupta
Author-X-Name-First: Vineet
Author-X-Name-Last: Gupta
Author-Name: Dixit Garg
Author-X-Name-First: Dixit
Author-X-Name-Last: Garg
Author-Name: Raj Kumar
Author-X-Name-First: Raj
Author-X-Name-Last: Kumar
Title: Performance evaluation of TQM attainment in Indian manufacturing sector
Abstract:
Total quality management (TQM) improves product quality, expands business goodwill, provides competitive edge and increases customer-base with satisfaction. Most enterprises agree with the TQM potential and they have successfully implemented, although the stagnant urge of some effective performance evaluation mechanism is unfulfilled. With this thought, a performance evaluation model is proposed to examine the implementation performance of TQM practices in the automobile and automotive establishments in India. By this model, a company may analyse the effectiveness as a performance measure of implied TQM practices by considering attainment proportion to implement and significance proportion to fix priority in implementation. Further, the established inclusive effectiveness model is verified by statistical control chart. Also, an establishment is selected arbitrarily to check the applicability of the conceived model.
Journal: Int. J. of Services and Operations Management
Pages: 214-235
Issue: 2
Volume: 29
Year: 2018
Keywords: significance proportion; attainment proportion; TQM practices; reliability coefficient.
File-URL: http://www.inderscience.com/link.php?id=89252
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:214-235

Template-Type: ReDIF-Article 1.0
Author-Name: Zahra Ghassabi
Author-X-Name-First: Zahra
Author-X-Name-Last: Ghassabi
Title: Measuring of intellectual capital indexes using FAHP technique in institutes of higher education
Abstract:
The main aim of this study was measuring intellectual capital indexes of institutes of higher education. The model of the study is tested on a sample of 30 experts in institutes of higher education in Iran. The main instruments used for gathering the data in this study were institutes of higher education records and questionnaires. In this study, different levels of sub-criteria used for human resources capital, organisational capital, communicative capital, and sub-criteria used for intellectual capital measuring indexes were ranked in institutes of higher education by using fuzzy analytic hierarchy process. The results obtained from FAHP method indicate that regarding the indexes used for measuring intellectual capital, it is concluded that human resource capital is the most important factor among the other factors. According to the scales related to human resource capital, we realised that leadership ability and employee behaviour are the most important ones. According to the scales related to organisational capital, we realised that being up to date is the first priority. According to the scales related to communicative capital, we realised that customer is the first priority and market and stockholders are the next priorities. 
Journal: Int. J. of Services and Operations Management
Pages: 236-251
Issue: 2
Volume: 29
Year: 2018
Keywords: intellectual capital; human capital; communication capital; organisational capital; fuzzy analytic hierarchy process; FAHP.
File-URL: http://www.inderscience.com/link.php?id=89253
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:236-251

Template-Type: ReDIF-Article 1.0
Author-Name: Vivek Agrawal
Author-X-Name-First: Vivek
Author-X-Name-Last: Agrawal
Author-Name: Vikas Tripathi
Author-X-Name-First: Vikas
Author-X-Name-Last: Tripathi
Author-Name: Anand Mohan Agrawal
Author-X-Name-First: Anand Mohan
Author-X-Name-Last: Agrawal
Title: Exploring key dimensions of e-service quality: a case of Indian banking industry
Abstract:
Customers become more aware of a company's performance when the service provider adopts technology. In such situations, customers demand more reliable services and greater security in financial transactions. Thus, banks need to improve the quality of e-services provided by them. The present paper seeks to identify e-service quality dimensions relevant to the banking industry. It attempts to critically analyse the relationship amongst them so that policy makers can focus on relevant parameters to improve the e-service quality in banking. Interpretive structural modelling (ISM) approach has been applied in this study for modelling the e-service quality dimension. The major findings of this study are to prioritise the strategic dimension in reducing the risks associated with e-service quality. The hierarchical presentation of dimensions and their classification into driver and dependent categories is a unique attempt that has been made in context of e-service quality in the Indian banking industry.
Journal: Int. J. of Services and Operations Management
Pages: 252-272
Issue: 2
Volume: 29
Year: 2018
Keywords: bank; e-service quality; interpretive structural modelling; ISM; MICMAC analysis.
File-URL: http://www.inderscience.com/link.php?id=89256
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:252-272

Template-Type: ReDIF-Article 1.0
Author-Name: Ladan Hazrati Ashtiani
Author-X-Name-First: Ladan Hazrati
Author-X-Name-Last: Ashtiani
Author-Name: Mehdi Seifbarghy
Author-X-Name-First: Mehdi
Author-X-Name-Last: Seifbarghy
Author-Name: Mahdi Bashiri
Author-X-Name-First: Mahdi
Author-X-Name-Last: Bashiri
Title: A cooperative covering problem under disruption considering backup coverage
Abstract:
In this paper, we study the location of emergency centres considering cooperative and backup coverage while natural disasters occur which can result in facility disruption. In this regard, a reliable version of cooperative covering problem is presented considering two types of candidate sites, i.e., reliable and unreliable. To achieve a fortified system against disaster, reliable candidate sites are selected from areas which are far away from the disaster harms. Furthermore, backup coverage is considered to compensate unsatisfied coverage of the demand zones due to facility disruption. The performance of the model is investigated solving numerical examples with different approaches utilising commercial software. The results confirm accurate performance of the model. They also show that both facility failure and backup coverage considerations lead to a more efficient network by incurring some additional cost.
Journal: Int. J. of Services and Operations Management
Pages: 273-288
Issue: 2
Volume: 29
Year: 2018
Keywords: backup coverage; cooperative covering; disruption; natural disaster; reliability.
File-URL: http://www.inderscience.com/link.php?id=89257
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:2:p:273-288

Template-Type: ReDIF-Article 1.0
Author-Name: S. Srivatsa Srinivas
Author-X-Name-First: S. Srivatsa
Author-X-Name-Last: Srinivas
Author-Name: V. Raja Sreedharan
Author-X-Name-First: V. Raja
Author-X-Name-Last: Sreedharan
Title: Failure analysis of automobile spares in a manufacturing supply chain distribution centre using Six Sigma DMAIC framework
Abstract:
The spares distribution centre is an important member of a manufacturing supply chain where the automobile components are packaged and distributed to customers and retail units. Though the components do not undergo processing in a spare parts centre, various other operations are performed during distribution that contributes to component failures. The Six Sigma DMAIC framework is used for the analysis of the failures effectively. The different causes of rejections are generated using the cause and effect diagram and each of these causes are validated with the help of experiments and other tools. The root cause of this problem arising in the distribution centre is identified to be the packing method. An economic solution to the existing cause of the problem is implemented with minor variations in the current packing method and the results are discussed. A structured follow up plan for continuous improvement is also suggested.
Journal: Int. J. of Services and Operations Management
Pages: 359-372
Issue: 3
Volume: 29
Year: 2018
Keywords: spare parts distribution unit; failure analysis; automobile spares; supply chain; rejections; packing method; quality; Six Sigma; define-measure-analyse-improve-control; DMAIC.
File-URL: http://www.inderscience.com/link.php?id=89828
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:3:p:359-372

Template-Type: ReDIF-Article 1.0
Author-Name: Houssem Felfel
Author-X-Name-First: Houssem
Author-X-Name-Last: Felfel
Author-Name: Omar Ayadi
Author-X-Name-First: Omar
Author-X-Name-Last: Ayadi
Author-Name: Faouzi Masmoudi
Author-X-Name-First: Faouzi
Author-X-Name-Last: Masmoudi
Title: Multi-stage stochastic supply chain planning in textile and apparel industry under demand uncertainty with risk considerations
Abstract:
In this paper, a multi-product, multi-period, multi-site supply chain production and transportation planning problem under customer demand uncertainty is considered. The problem is modelled using a multi-stage stochastic programming model taking into account the production amount, the inventory and backorder levels as well as the quantity of products to be transported between the different plants and customers in each period. Risk management is also addressed by incorporating a risk metric into the stochastic programming model which leads to a multi-objective optimisation model. The objective aims simultaneously to maximise the expected profit as well as the worst case profit. A real example from textile and apparel industry is studied in order to illustrate the effectiveness of the proposed model and the robustness of the supply chain planning solutions.
Journal: Int. J. of Services and Operations Management
Pages: 289-311
Issue: 3
Volume: 29
Year: 2018
Keywords: multi-site; supply chain planning; multi-stage stochastic programming; textile; risk management.
File-URL: http://www.inderscience.com/link.php?id=89829
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:3:p:289-311

Template-Type: ReDIF-Article 1.0
Author-Name: M. Vinod
Author-X-Name-First: M.
Author-X-Name-Last: Vinod
Author-Name: S.R. Devadasan
Author-X-Name-First: S.R.
Author-X-Name-Last: Devadasan
Author-Name: D. Rajanayagam
Author-X-Name-First: D.
Author-X-Name-Last: Rajanayagam
Author-Name: D.T. Sunil
Author-X-Name-First: D.T.
Author-X-Name-Last: Sunil
Author-Name: V.M.M. Thilak
Author-X-Name-First: V.M.M.
Author-X-Name-Last: Thilak
Title: Theoretical and industrial studies on the electromechanical relay
Abstract:
Most of the modern products incorporated with automation features involve the switching on and switching off of the electrical circuits. This automating feature is carried out by using relays. Though relays play such an important role in many products, the efforts made by the engineers to improve its design and manufacturing methods have been minimal. In order to overcome this deficient situation, the research reported in this paper was carried out. During this research, the theoretical and practical aspects of one type of relay called electromechanical relay were studied. Furthermore, two problems encountered in the manufacturing of electromechanical relay in a company were studied and the solutions have been brought out. In total, by pursuing the research reported in this paper, contributions have been made to strengthen the bridge between the theoretical and industrial aspects of designing and manufacturing electromechanical relays.
Journal: Int. J. of Services and Operations Management
Pages: 312-331
Issue: 3
Volume: 29
Year: 2018
Keywords: electromechanical relay; electromagnetic coil; armature; electrical circuits; mechanical contacts; solid state relay.
File-URL: http://www.inderscience.com/link.php?id=89830
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:3:p:312-331

Template-Type: ReDIF-Article 1.0
Author-Name: Petra Pekkanen
Author-X-Name-First: Petra
Author-X-Name-Last: Pekkanen
Author-Name: Tiina Puolakka
Author-X-Name-First: Tiina
Author-X-Name-Last: Puolakka
Author-Name: Timo Pirttilä
Author-X-Name-First: Timo
Author-X-Name-Last: Pirttilä
Title: Analysing courts as a professional service operations management environment
Abstract:
The study provides an analysis of courts as professional service organisations and explores the specific features and challenges connected to operations management in courts. The analysis is based on the data and findings of case studies conducted in five courts. The data is analysed based on the perspectives identified in professional service operations management literature: nature of customer, nature of professional work and nature of work processes. The results indicate that the special nature of the court customer, the emphasised need for independency and autonomy of the judges, as well as great variation in product requirements pose distinct challenges to operations management. Improvement opportunities are discussed based on the identified challenges. Possible areas for improvement include for example orderliness and planning possibilities, as well as approaches aiming at improving the goal-orientation of operations.
Journal: Int. J. of Services and Operations Management
Pages: 332-358
Issue: 3
Volume: 29
Year: 2018
Keywords: operations management; service sector; professional service; court.
File-URL: http://www.inderscience.com/link.php?id=89831
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:3:p:332-358

Template-Type: ReDIF-Article 1.0
Author-Name: Rakesh D. Raut
Author-X-Name-First: Rakesh D.
Author-X-Name-Last: Raut
Author-Name: Manoj G. Kharat
Author-X-Name-First: Manoj G.
Author-X-Name-Last: Kharat
Author-Name: Sachin S. Kamble
Author-X-Name-First: Sachin S.
Author-X-Name-Last: Kamble
Author-Name: Sheetal J. Kamble
Author-X-Name-First: Sheetal J.
Author-X-Name-Last: Kamble
Author-Name: Rohan Desai
Author-X-Name-First: Rohan
Author-X-Name-Last: Desai
Title: Evaluation and selection of third-party logistics providers using an integrated multi-criteria decision making approach
Abstract:
Today with business globalisation, the use of third-party logistics service providers (3PLSPs) is becoming prevalent. With the worldwide increasing use of 3PL services, the need for carefully evaluating and selecting the best 3PL is becoming much more critical. Supply chain managers always face the dilemma of selecting the right 3PL. The current study presents an efficient data envelopment analysis (DEA) and analytic hierarchy process (AHP)-based decision framework for 3PL evaluation and selection for an outsourcing arrangement. The analysis results demonstrate the effectiveness of the integrated DEA-AHP model as a simple and flexible decision analysis tool for 3PL evaluation and selection. Further, the application of decision framework has been demonstrated with a real case situation. Finally, the study discusses the implications of the results in a real-life context and concludes with the managerial insights identifying a few inherent limitations of the approach utilised.
Journal: Int. J. of Services and Operations Management
Pages: 373-392
Issue: 3
Volume: 29
Year: 2018
Keywords: outsourcing; third-party logistics service providers; 3PLSPs evaluation and selection; multi-criteria decision making; MCDM; data envelopment analysis; DEA; analytic hierarchy process; AHP.
File-URL: http://www.inderscience.com/link.php?id=89832
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:3:p:373-392

Template-Type: ReDIF-Article 1.0
Author-Name: Hamid Faramarzi
Author-X-Name-First: Hamid
Author-X-Name-Last: Faramarzi
Author-Name: Ignacio Castillo
Author-X-Name-First: Ignacio
Author-X-Name-Last: Castillo
Title: Coordination and pricing decisions in a closed-loop supply chain
Abstract:
This paper investigates coordination and pricing decisions in a closed-loop supply chain (CLSC) with a manufacturer, a remanufacturer, and a retailer. We also consider a supplier who provides both the manufacturer and remanufacturer with new parts. We follow the practice by assuming vertically differentiated new and remanufactured products. We show how the optimal prices and quantities for new and remanufactured products at the retailer level, and the total CLSC profits and the supplier's profits compare with each other across different CLSC coordination structures. We also investigate the sensitivity of our results to the quality of returns and consumers' perceptions. We find that both the CLSC and the supplier enjoy the highest profits from the coordination between the retailer and the manufacturer. Furthermore, we show that the coordination between the retailer and the remanufacturer results in the lowest profits for the CLSC members, but not necessarily the lowest for the supplier.
Journal: Int. J. of Services and Operations Management
Pages: 393-419
Issue: 3
Volume: 29
Year: 2018
Keywords: decision analysis; closed-loop supply chain; CLSC; coordination; pricing; quality of returns; consumers' perception.
File-URL: http://www.inderscience.com/link.php?id=89833
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:3:p:393-419

Template-Type: ReDIF-Article 1.0
Author-Name: A. Vasumathi
Author-X-Name-First: A.
Author-X-Name-Last: Vasumathi
Author-Name: S. Prithi
Author-X-Name-First: S.
Author-X-Name-Last: Prithi
Title: Work life balance of women workers in tannery industry, Tamil Nadu - an empirical bivariate study
Abstract:
Women penetrating into the work force have become a global phenomenon. This has added a value to women as well as changed the attitude towards them. Women employees play multiple roles and try to achieve the desired balance between work and family responsibilities, but they still find it difficult. Organisations should guide and practice HR policies which enables them to prioritise the roles accordingly and complete the tasks of work and family. This research paper is an empirical study that narrates the work-life balance of women labours working in the tannery industry. The study found the positive relationship between age of the respondents and having stress-related diseases. The researchers have found that the management gives more support to women in balancing work and family when compared to superiors, colleagues and family members. This study also revealed that annual income of the respondents with responses towards the imbalance between work and family life, a flexible organisation and responsive to family-related needs and work life balance options in the company.
Journal: Int. J. of Services and Operations Management
Pages: 420-438
Issue: 3
Volume: 29
Year: 2018
Keywords: work life balance; multiple role; flexible; responsibility; stress; disease.
File-URL: http://www.inderscience.com/link.php?id=89834
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:3:p:420-438

Template-Type: ReDIF-Article 1.0
Author-Name: Marina Godinho Antunes
Author-X-Name-First: Marina Godinho
Author-X-Name-Last: Antunes
Author-Name: Joaquín Texeira Quirós
Author-X-Name-First: Joaquín Texeira
Author-X-Name-Last: Quirós
Author-Name: Maria Rosário Justino
Author-X-Name-First: Maria Rosário
Author-X-Name-Last: Justino
Title: Total quality management and quality certification: effects in organisational performance
Abstract:
The purpose of this research is to analyse the relationship between TQM (total quality management) and quality certification in order to assess whether the TQM practices are indispensable assumptions that precede the quality certification in organisations, analysing likewise their impact in the organisational performance. The data were obtained through an online questionnaire, sent to small and medium-sized Portuguese companies, having being conducted the study based on responses received from 287 valid questionnaires. The findings indicate that certified companies have implemented the TQM practices; however certification does not translate into improved financial performance, leading only to operational improvement of organisations. Furthermore, the findings show that the implementation of TQM practices in organisations provides an improvement in their performance, both operational and financial.
Journal: Int. J. of Services and Operations Management
Pages: 439-461
Issue: 4
Volume: 29
Year: 2018
Keywords: continuous improvement; ISO 9000; quality certification; organisational performance; total quality management; TQM.
File-URL: http://www.inderscience.com/link.php?id=90452
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:4:p:439-461

Template-Type: ReDIF-Article 1.0
Author-Name: Suchismita Satapathy
Author-X-Name-First: Suchismita
Author-X-Name-Last: Satapathy
Author-Name: Anshuman Garanaik
Author-X-Name-First: Anshuman
Author-X-Name-Last: Garanaik
Author-Name: Swarn Kumar
Author-X-Name-First: Swarn
Author-X-Name-Last: Kumar
Title: Prioritising the barriers of waste management as per Indian perspective by PROMETHEE II and VIKOR methods
Abstract:
In the current scenario, wastes are polluting the earth, which is a major concern for keeping environment safe and clean. However, these problems can be dealt by proper disposal and proper treatment of wastes. Wastes can be infectious and may harm us. So all over the world the message of clean environment is spreading. So an effort is taken to find barriers which restrict the proper disposal and the proper treatment of waste in India. An extensive study is done on different types of waste namely, hospital/biomedical waste, municipal solid waste, paper waste and e-waste and some commonbarriers are found for each waste and then all barriers are ranked as per the importance by PROMETHEE II and VIKOR analysis, such that necessary actions can be taken for waste management in India and waste management policies can be framed that will help in hindering the effect of most influential barrier.
Journal: Int. J. of Services and Operations Management
Pages: 462-486
Issue: 4
Volume: 29
Year: 2018
Keywords: hospital and biomedical waste; municipal solid waste; paper waste; e-waste; vermicomposting; waste management.
File-URL: http://www.inderscience.com/link.php?id=90453
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:4:p:462-486

Template-Type: ReDIF-Article 1.0
Author-Name: Patcharanan Klankaew
Author-X-Name-First: Patcharanan
Author-X-Name-Last: Klankaew
Author-Name: Amnuay Saengnoree
Author-X-Name-First: Amnuay
Author-X-Name-Last: Saengnoree
Title: A development model of factors affecting customer loyalty to mobile service providers in Thailand
Abstract:
The purpose of this research is to explore the model of factors affecting customer loyalty to mobile service providers of Thailand. Consequently, this study examined and analysed the causal relation factors of service quality, brand image, customer satisfaction, and switching deterrents on their loyalty. Based on previous empirical studies, this study proposes a structural model of customer loyalty and units of analysis are selected from users of 3 major mobile phone service providers, totalling 400 people. Population sampling is mobile users from the percentage of six areas in Bangkok with multi-stage sampling. A set of questionnaires is used to collect data. An analysis of structural equation modelling using AMOS 21 program is conducted to test the ten hypotheses. This paper provides development model for mobile phone service providers to manage the important influential roles of service quality, brand image and customer satisfaction effect on customer loyalty.
Journal: Int. J. of Services and Operations Management
Pages: 487-506
Issue: 4
Volume: 29
Year: 2018
Keywords: service quality; brand image; customer satisfaction; switching deterrents; customer loyalty; mobile service providers; Thailand.
File-URL: http://www.inderscience.com/link.php?id=90454
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:4:p:487-506

Template-Type: ReDIF-Article 1.0
Author-Name: Nafiseh Shamsi Gamchi
Author-X-Name-First: Nafiseh Shamsi
Author-X-Name-Last: Gamchi
Author-Name: Seyed Ali Torabi
Author-X-Name-First: Seyed Ali
Author-X-Name-Last: Torabi
Title: Supply chain coordination under revenue-sharing contract with value-added services considering risk-attitude of the customers
Abstract:
In this paper, we address a dual-channel supply chain in which a manufacturer sells multiple products via both a direct channel (like an online market) and indirect channels (e.g., through some retailers). Different service contracts with different risk-attitudes are offered by different channels as product arranty. A decentralised and a centralised model (under revenue-sharing contract) are discussed to obtain the sale price of each product at each channel. Two coordinating factors, namely the wholesale price and the fraction of revenue, are obtained as decision variable and using 'Shapley value' respectively. Finally, a numerical example is presented to illustrate the applicability of the proposed decision models.
Journal: Int. J. of Services and Operations Management
Pages: 507-526
Issue: 4
Volume: 29
Year: 2018
Keywords: service contracts; centralised supply chain; revenue sharing contract; dual-channel; risk-attitude.
File-URL: http://www.inderscience.com/link.php?id=90455
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:4:p:507-526

Template-Type: ReDIF-Article 1.0
Author-Name: Hari Lal Bhaskar
Author-X-Name-First: Hari Lal
Author-X-Name-Last: Bhaskar
Title: Business process reengineering framework and methodology: a critical study
Abstract:
Business process reengineering (BPR) has become a most popular change management approach for radical redesign and improvement of business process. It promotes companies to do things effectively in order to achieve overall quality. Unfortunately, it has been estimated that more than 70% of BPR implementations have failed to achieve expected results due to lake of suitable framework and methodology. Therefore, the author tried to assess the available some different BPR framework and methodology aiming to develop a suitable framework and methodology as well as to fill the literature gap. The other aims of this study are to study the BPR factors that may influence the performance and to explore the implementation level of BPR in Indian manufacturing organisations. In this paper, a proposed common BPR framework and methodology for organisations has developed based on the design of recent BPR frameworks and methodologies identified in the literature. The major component factors of BPR for the manufacturing organisations have been shown in figure. This paper also presents the success and failure factor that affect BPR projects. Finally, the conclusion places the findings of this study and outlines the expected benefits of BPR.
Journal: Int. J. of Services and Operations Management
Pages: 527-556
Issue: 4
Volume: 29
Year: 2018
Keywords: business process reengineering; BPR; BPR framework; BPR methodology; BPR factors; organisational performance; success and failure factors.
File-URL: http://www.inderscience.com/link.php?id=90456
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:4:p:527-556

Template-Type: ReDIF-Article 1.0
Author-Name: Swati Alok
Author-X-Name-First: Swati
Author-X-Name-Last: Alok
Author-Name: Aman Kabra
Author-X-Name-First: Aman
Author-X-Name-Last: Kabra
Author-Name: Anirudh Mudam
Author-X-Name-First: Anirudh
Author-X-Name-Last: Mudam
Title: Predicting the behavioural intention to adopt lean practices: an empirical study in the manufacturing industry
Abstract:
The purpose of this paper is to test the efficacy of Ajzen's theory of planned behaviour (TPB) in predicting lean adoption practices, which holds that intention is a strong determinant of the behaviour. With this cue, a study was conducted among the employees of Awarpur Cement Works, Maharashtra UltraTech Cements, Aditya Birla Group. Seven variables of theory of planned behaviour (TPB) comprising perceived direct advantages (PA), perceived indirect advantages (P_IA), perceived disadvantages (P_DisA), perceived usefulness (PU), subjective norms of peers%supervisor (SN), self-efficacy (SE) and facilitating conditions (FC) have been studied in relation to lean adopting intentions. The results indicated that FC, SE and PA were the strongest, positively related predictors while PP_DisA and PU were the strongest, negatively related predictors of the lean implementation intentions. The implications of the study are detailed in the paper. The originality of the paper lies in identifying four constructs to define attitude towards lean methods.
Journal: Int. J. of Services and Operations Management
Pages: 557-578
Issue: 4
Volume: 29
Year: 2018
Keywords: lean adoption; theory of planned behaviour; TPB; perceived direct advantage; perceived indirect advantage; self-efficacy; facilitating conditions; perceived usefulness; manufacturing industry.
File-URL: http://www.inderscience.com/link.php?id=90457
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Handle: RePEc:ids:ijsoma:v:29:y:2018:i:4:p:557-578

Template-Type: ReDIF-Article 1.0
Author-Name: Parvaneh Loni
Author-X-Name-First: Parvaneh
Author-X-Name-Last: Loni
Author-Name: Alireza Arshadi Khamseh
Author-X-Name-First: Alireza Arshadi
Author-X-Name-Last: Khamseh
Author-Name: Seyyed Hamid Reza Pasandideh
Author-X-Name-First: Seyyed Hamid Reza
Author-X-Name-Last: Pasandideh
Title: A new multi-objective/product green supply chain considering quality level reprocessing cost
Abstract:
Green supply chain is among the hottest recent research subjects in supply chain management which not only optimises the costs and service levels during a time period all over the chain, but also considers effect of emission of CO<sub align="right"><small>2</small></sub> greenhouse gas on the overall value of supply chain for sustainable development. Therefore, in this paper, a bi-objective, multi-stage, multi-product quadratic optimisation model is proposed by taking into account the quality level of the purchased materials plus their reprocessing extra costs to a system in stochastic mode and the environmental costs of CO<sub align="right"><small>2</small></sub> emission. Here we also consider both straight and step by step transportation in supply chain network design. Since the problem is NP-hard, a priority-based genetic algorithm model is proposed. In this paper, three methods including BOM, LP-metric and elastic BOM are applied to solve small data, whereas, elastic BOM offers larger solution space and more justified solutions. Hence, for solving large data, three priority-based genetic algorithms corresponding to MODM techniques are utilised. Then, by using TOPSIS for small and ANOVA for medium and large problems, the optimum procedure for balancing the existing costs and CO<sub align="right"><small>2</small></sub> emission in the chain is selected.
Journal: Int. J. of Services and Operations Management
Pages: 1-22
Issue: 1
Volume: 30
Year: 2018
Keywords: green supply chain; priority-based genetic algorithm; pb-GA; MODM techniques; CO<sub align="right"><small>2</small></sub> emission.
File-URL: http://www.inderscience.com/link.php?id=91437
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:1:p:1-22

Template-Type: ReDIF-Article 1.0
Author-Name: Santosh Kumar Yadav
Author-X-Name-First: Santosh Kumar
Author-X-Name-Last: Yadav
Author-Name: Dennis Joseph
Author-X-Name-First: Dennis
Author-X-Name-Last: Joseph
Author-Name: Nasina Jigeesh
Author-X-Name-First: Nasina
Author-X-Name-Last: Jigeesh
Title: A review on industrial applications of TOPSIS approach
Abstract:
Technique for order preference by similarity to an ideal solution (TOPSIS) is a multi-attribute decision making technique, used to evaluate alternatives and find an ideal solution. Practically, it has been successfully applied to identify the best alternative for decision making process from a finite set of alternatives in different industries. It can be used for evaluation of the performance of different entities like suppliers/processes/designs/locations/ standards and many others. In view of the significance of TOPSIS in several industries to prioritise the alternatives, this paper is intended to highlight various important industrial applications with the help of detailed review of literature. The application areas covered include automobile, mobile, information technology, manufacturing, biological and behavioural. A hypothetical example with six alternatives and five criteria is presented to detail the step-wise derivation of solution by TOPSIS method.
Journal: Int. J. of Services and Operations Management
Pages: 23-28
Issue: 1
Volume: 30
Year: 2018
Keywords: TOPSIS; multi-criteria decision making; application areas; literature review.
File-URL: http://www.inderscience.com/link.php?id=91438
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:1:p:23-28

Template-Type: ReDIF-Article 1.0
Author-Name: R. Maharaja
Author-X-Name-First: R.
Author-X-Name-Last: Maharaja
Author-Name: S.R. Devadasan
Author-X-Name-First: S.R.
Author-X-Name-Last: Devadasan
Author-Name: M. Sakthivel
Author-X-Name-First: M.
Author-X-Name-Last: Sakthivel
Title: Supply chain performance measurement: a future research agenda for acquiring competitiveness through the implementation of leagile manufacturing paradigm
Abstract:
In this paper, a literature survey conducted to study the state of the art research and pinpoint the future agenda of research on leagile manufacturing is reported. The information and knowledge derived by conducting this literature survey have indicated that the researchers have been enunciating the determination of a juncture which is called the decoupling point to determine the proportion of lean and agile manufacturing implementation in the concerned traditional manufacturing companies. These researchers have also found that supply chain management plays a crucial role in ensuring the successful implementation of leagile manufacturing paradigm. The ultimate results of conducting this literature survey revealed that efforts are yet to be made for measuring the process of achieving leagility through supply chains. At this moment, researchers are required to contribute a model for measuring the performance of leagile supply chains. In this context, this paper ends with suggesting the steps to be followed for developing leagile supply chain measurement model. Such model will be useful for the engineers and managers for strengthening the weak spots to successfully implement leagile manufacturing paradigm in traditional manufacturing companies and acquire competitive strength.
Journal: Int. J. of Services and Operations Management
Pages: 39-50
Issue: 1
Volume: 30
Year: 2018
Keywords: leagile manufacturing paradigm; supply chain management; decoupling point; leagile supply chain; supply chain performance measurement.
File-URL: http://www.inderscience.com/link.php?id=91439
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:1:p:39-50

Template-Type: ReDIF-Article 1.0
Author-Name: A. Baskar
Author-X-Name-First: A.
Author-X-Name-Last: Baskar
Title: Analysing NEH and a few other similar permutation flow shop scheduling heuristics using Taillard's and Vallada's benchmarking problems
Abstract:
This paper analyses the performance of the NEH and five more similar heuristics proposed by the author using Taillard benchmark problems (120 in numbers) proposed in 1993 and new hard benchmarks (480 in numbers) proposed by Vallada et al. (2015). Two more initial orderings of jobs are considered besides the original, which orders the jobs in non-increasing order of the total processing times. The first one is according to non-increasing order of average processing time and standard deviation of their processing times proposed by Dong et al. (2008) and the other one is pertinent to non-increasing order of average processing time, average machine idle time and the standard deviation of their processing times. The performance of various heuristics and different ordering of jobs are also analysed using real time data collected from a plant manufacturing cold drawn seamless (CDS) tubes. The results indicate that two heuristics proposed by the author perform slightly better than NEH.
Journal: Int. J. of Services and Operations Management
Pages: 72-97
Issue: 1
Volume: 30
Year: 2018
Keywords: NEH heuristic; permutation flow shop; makespan; benchmark problems.
File-URL: http://www.inderscience.com/link.php?id=91440
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:1:p:72-97

Template-Type: ReDIF-Article 1.0
Author-Name: Guilherme Venanzi De Almeida
Author-X-Name-First: Guilherme Venanzi De
Author-X-Name-Last: Almeida
Author-Name: Fernando Bernardi De Souza
Author-X-Name-First: Fernando Bernardi De
Author-X-Name-Last: Souza
Author-Name: Humberto Rossetti Baptista
Author-X-Name-First: Humberto Rossetti
Author-X-Name-Last: Baptista
Author-Name: Mahesh Chander Gupta
Author-X-Name-First: Mahesh Chander
Author-X-Name-Last: Gupta
Author-Name: Renato De Campos
Author-X-Name-First: Renato De
Author-X-Name-Last: Campos
Title: Fundamental principles of the Toyota Way and the Theory of Constraints: comparative analysis and synthesis
Abstract:
Several researchers have attempted to understand the essence of the principles that support Toyota Way and Theory of Constraints management philosophies, because they recognise such principles as central to explain their performance. For this reason, the objective of this study is to identify similarities and differences between the Theory of Constraints and the Toyota Way from a perspective on their essential fundamentals, as much as to identify gaps as opportunities for integration. From the methodological point of view, this is a theoretical-conceptual study based on the literature. Even though important differences have been identified, the results lead to significant similarities between the two forms of management. Such similarities can be the basis for the adoption of hybrid alternatives, which can expand their limits and favour their applicability as an integrated solution.
Journal: Int. J. of Services and Operations Management
Pages: 51-71
Issue: 1
Volume: 30
Year: 2018
Keywords: Toyota Way; TW; Theory of Constraints; TOC; organisational culture; principles.
File-URL: http://www.inderscience.com/link.php?id=91441
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:1:p:51-71

Template-Type: ReDIF-Article 1.0
Author-Name: R. Meikanda Ganesh Kumar
Author-X-Name-First: R. Meikanda Ganesh
Author-X-Name-Last: Kumar
Author-Name: T. Jothimurugan
Author-X-Name-First: T.
Author-X-Name-Last: Jothimurugan
Author-Name: P. Anbuoli
Author-X-Name-First: P.
Author-X-Name-Last: Anbuoli
Title: Importance of SERVQUAL dimensions in leveraging service quality in insurance industry from the perspective of different cultural and socioeconomic environment &#45; a SEM approach
Abstract:
The SERVQUAL model was developed by Parasuraman et al. (1988), who have identified five SERVQUAL dimensions (SDs) with 22 statements (predictor variables) and discussed its importance in driving the service quality of the service industry in satisfying consumers' expectations. In this study, 24 variables (statements) were structured based on the above SERVQUAL model. These 24 statements were grouped into six dimensions after confirmatory factor analysis. An analysis was done to evaluate the significance of these SDs through the perceptions of a few profile factors, namely, age, occupation, time of maturity of policy, and residential status. It was understood from the results of the analysis, that all these six SDs were found to be statistically significant and had very close association with service quality (SQ). The correlation analysis also confirmed the inter correlation of these SDS with one another in driving towards SQ.
Journal: Int. J. of Services and Operations Management
Pages: 98-119
Issue: 1
Volume: 30
Year: 2018
Keywords: SERVQUAL dimensions; SDs; consumers' expectations; factor analysis; profile factors; service quality; SQ.
File-URL: http://www.inderscience.com/link.php?id=91442
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:1:p:98-119

Template-Type: ReDIF-Article 1.0
Author-Name: Kai Häkkinen
Author-X-Name-First: Kai
Author-X-Name-Last: Häkkinen
Author-Name: Merja Airola
Author-X-Name-First: Merja
Author-X-Name-Last: Airola
Author-Name: Outi Kettunen
Author-X-Name-First: Outi
Author-X-Name-Last: Kettunen
Title: Subcontract manufacturer's service portfolio in the metal industry
Abstract:
The research focus in this study is on the subcontract manufacturer's service portfolio in the metal industry. The aim of the study was to identify new classification types to better understand the subcontract manufacturer's service business. A new kind of framework was developed to link the subcontract manufacturer's capabilities to their service offering. The service offering was divided into two main classes: 1) manufacturing services; 2) other services. These two classes were divided further into four subclasses: 1) manufacturing basic operations; 2) other manufacturing-related operations; 3) operative activities; 4) development activities. This classification was finally tested with two subcontract manufacturer companies.
Journal: Int. J. of Services and Operations Management
Pages: 120-136
Issue: 1
Volume: 30
Year: 2018
Keywords: contract manufacturer; service portfolio; subcontract manufacture; service business; metal industry.
File-URL: http://www.inderscience.com/link.php?id=91443
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:1:p:120-136

Template-Type: ReDIF-Article 1.0
Author-Name: Arash Shahin
Author-X-Name-First: Arash
Author-X-Name-Last: Shahin
Author-Name: Samira Zolfaghari
Author-X-Name-First: Samira
Author-X-Name-Last: Zolfaghari
Title: Prioritising the needs of high speed internet subscribers using importance performance analysis: the case of Asia-Tech Company in Shiraz
Abstract:
The aim of this study is to prioritise customer requirements in the field of high speed internet. For this purpose, importance performance analysis (IPA) has been used and 13 variables have been investigated. Then, importance and performance questionnaires have been distributed to the customers of Asia-Tech Company in Shiraz and data of 299 returned questionnaires has been analysed. Findings indicate that the three variables of 'initial setup process', 'information about internet' and 'easy connection' are the three top priorities with highest scores of 0.106, 0.892 and 0.083, respectively.
Journal: Int. J. of Services and Operations Management
Pages: 137-150
Issue: 2
Volume: 30
Year: 2018
Keywords: customer satisfaction; service; importance performance analysis; IPA; internet; Asia-Tech Company.
File-URL: http://www.inderscience.com/link.php?id=91903
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:2:p:137-150

Template-Type: ReDIF-Article 1.0
Author-Name: Ali Azadeh
Author-X-Name-First: Ali
Author-X-Name-Last: Azadeh
Author-Name: Sara Motevali Haghighi
Author-X-Name-First: Sara Motevali
Author-X-Name-Last: Haghighi
Author-Name: Abbas Keramati
Author-X-Name-First: Abbas
Author-X-Name-Last: Keramati
Title: Energy consumption assessment and optimisation of manufacturing sectors by clustered stochastic data envelopment analysis
Abstract:
This paper presents an approach based on stochastic data envelopment analysis (SDEA) and clustering analysis to assess and optimise energy consumption in manufacturing sectors. Fossil fuel consumption, electricity consumption, total weighted production, and average weighted boiling point are considered as key performance indicators in this study. SDEA is tailored and used to alleviate data uncertainty and randomness for energy consumption problem. Clustering analysis is used to achieve homogeneity between decision-making units (DMUs). Noise and sensitivity analyses are performed to select the best &#945; of SDEA model and also to identify the most important shaping factor. The results show that total weighted production is the most influential shaping factor in this study. Also, the distance between ideal and real value of each factor is estimated in order to help decision makers in improving performance. Finally, the proposed model is validated and verified through a robust analysis. The proposed approach would help decision makers to have a comprehensive understanding of energy consumption in manufacturing sectors. To the best of our knowledge, this is the first study to assess and optimise energy consumption of manufacturing sectors by clustered stochastic data envelopment analysis.
Journal: Int. J. of Services and Operations Management
Pages: 151-185
Issue: 2
Volume: 30
Year: 2018
Keywords: energy consumption; optimisation; manufacturing sector; stochastic data envelopment analysis; cluster analysis.
File-URL: http://www.inderscience.com/link.php?id=91904
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:2:p:151-185

Template-Type: ReDIF-Article 1.0
Author-Name: Gokhan Egilmez
Author-X-Name-First: Gokhan
Author-X-Name-Last: Egilmez
Author-Name: Aslican Arinsoy
Author-X-Name-First: Aslican
Author-X-Name-Last: Arinsoy
Author-Name: Gürsel A. Süer
Author-X-Name-First: Gürsel A.
Author-X-Name-Last: Süer
Title: A stochastic scheduling approach to minimise the number of risky jobs and total probability of tardiness
Abstract:
In this paper, single machine stochastic scheduling problem is addressed where jobs have probabilistic processing times and deterministic due dates. In classical scheduling literature, a job is called 'tardy' if it is completed after its due date; otherwise it's called 'early'. However, in probabilistic concept, a job can have a non-zero probability of tardiness. To capture this situation, a stochastic nonlinear mathematical model is developed. The objective is to minimise the expected number of tardy jobs and the total probability of tardiness. Experimentation is performed with datasets having varying number of jobs from 10 to 100. Results are compared with deterministic model. The proposed approach resulted in a significant decrease in the number of risky jobs and the total probability of tardiness. In addition, as the variance of processing times increased, the proposed stochastic approach provided safer schedules in terms of the total probability of tardiness.
Journal: Int. J. of Services and Operations Management
Pages: 186-202
Issue: 2
Volume: 30
Year: 2018
Keywords: stochastic scheduling; single machine; probability of tardiness; nonlinear optimisation; expected number of tardy jobs.
File-URL: http://www.inderscience.com/link.php?id=91905
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:2:p:186-202

Template-Type: ReDIF-Article 1.0
Author-Name: Amirhossein Karimi
Author-X-Name-First: Amirhossein
Author-X-Name-Last: Karimi
Author-Name: Mahdi Bashiri
Author-X-Name-First: Mahdi
Author-X-Name-Last: Bashiri
Title: The bi-team orienteering problem with time window
Abstract:
In this paper three algorithms are designed to solve the bi-team orienteering problem with time window (BTOPTW) in which the aim is to minimise the total travel cost as well as maximising the score gained by the salesmen. In one of them, a greedy algorithm tries to select the best solution from the initial solutions by a greedy procedure. The other algorithm constructs a solution by the GRASP and searches its neighbour solutions. The last algorithm is an extended version of previous algorithm augmented by the NSGA-II. Evaluation of the algorithms performances is done by comparing the results of the algorithm with the result of the improved augmented epsilon constraint (AUGMECON2) approach by some measures such as non-dominated Pareto size (NPS), spacing metric (SM), generational distance (GD), inverse generational distance (IGD) and set coverage metric (CS). The results confirm that NSGA-II algorithm has got satisfactory efficiency in an acceptable computational time.
Journal: Int. J. of Services and Operations Management
Pages: 203-225
Issue: 2
Volume: 30
Year: 2018
Keywords: team orienteering; time window; bi-objective; GRASP; NSGA-II; greedy algorithm.
File-URL: http://www.inderscience.com/link.php?id=91906
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:2:p:203-225

Template-Type: ReDIF-Article 1.0
Author-Name: Harpreet Kaur
Author-X-Name-First: Harpreet
Author-X-Name-Last: Kaur
Author-Name: Surya Prakash Singh
Author-X-Name-First: Surya Prakash
Author-X-Name-Last: Singh
Title: Goal-based approach for environmentally sustainable stochastic procurement problem
Abstract:
Due to volatile business environment, manufacturing firms regularly face huge challenges in adapting to market uncertainties, increased competition and environmental legislations imposed by governments. Therefore, there is a need to capture the uncertainties in various parameters while keeping firm's own interest of maximising profitability by minimising overall costs. This paper considers a multi period procurement problem of a firm operating in a carbon sensitive and uncertain business environment procuring multiple items from multiple vendors using multiple carriers. The firm is having limited carbon quota exceeding which carbon credits must be bought. The paper proposes a goal-based approach for environmentally sustainable procurement problem (Goal&#95;ESSP). The Goal&#95;ESSP model addresses the firm's interests by putting various targets as goals and establishing an optimal trade-off among various goal targets. The proposed Goal&#95;ESSP model considers stochastic parameter to capture uncertainties. Finally, the Goal&#95;ESSP model is demonstrated using three illustrations which are solved in LINGO 10.
Journal: Int. J. of Services and Operations Management
Pages: 226-253
Issue: 2
Volume: 30
Year: 2018
Keywords: goal programming; stochastic; procurement; environmentally sustainable; carbon emissions; lot-sizing; vendor selection; carrier selection.
File-URL: http://www.inderscience.com/link.php?id=91907
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:2:p:226-253

Template-Type: ReDIF-Article 1.0
Author-Name: Iman M. Adeinat
Author-X-Name-First: Iman M.
Author-X-Name-Last: Adeinat
Author-Name: Charles Gregg
Author-X-Name-First: Charles
Author-X-Name-Last: Gregg
Title: Does ownership matter in service quality?
Abstract:
The aim of this study is to assess the level of service quality by controlling for ownership and geographical location in a franchise system. A survey was distributed to customers at three outlets in the same chain all owned by the same franchisee and all located in the Midwest region of the USA. The survey questions covered five dimensions of quality: tangible, reliability, responsiveness, assurance, and empathy. The findings showed that customers had a positive response toward service quality and that there was no statistical difference in the service quality among these outlets since service quality is more likely to be emphasised and monitored closely. In addition, the results show customer satisfaction and loyalty are a result of higher service quality.
Journal: Int. J. of Services and Operations Management
Pages: 254-266
Issue: 2
Volume: 30
Year: 2018
Keywords: customer satisfaction; DINESERV; franchise; service quality.
File-URL: http://www.inderscience.com/link.php?id=91908
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:2:p:254-266

Template-Type: ReDIF-Article 1.0
Author-Name: Hokey Min
Author-X-Name-First: Hokey
Author-X-Name-Last: Min
Author-Name: Soonhong Min
Author-X-Name-First: Soonhong
Author-X-Name-Last: Min
Author-Name: Haozhe Chen
Author-X-Name-First: Haozhe
Author-X-Name-Last: Chen
Title: Inter-organisational learning in the context of third party logistics services
Abstract:
In this era of &lt;i&gt;knowledge economy&lt;/i&gt;, knowledge can be a differentiator for the firm's business success. In this regard, the third-party logistics provider (3PL) is no exception in that it plays a critical role in funnelling information flows across firms in a supply chain as a logistics integrator. These information flows facilitate inter-organisational learning between the 3PL and its client firm. Organisational learning, however, may vary from operational to strategic decision-making hierarchy, which leads to either competitive parity or competitive advantage, respectively. Taking a dyadic perspective, this paper provides a conceptual framework theorising inter-organisational learning potential between a 3PL and its client firms. Within this framework, it posits that a firm's orientations toward logistics outsourcing and organisational learning together influence its business performance and competitiveness. This paper also develops a series of propositions regarding inter-organisational learning between the 3PL and its multiple client firms that can be a basis for future empirical studies and theory building. Based on these propositions, we may argue that an effective learning strategy of the 3PLs &#45; in a proper combination of the firm's relationship orientation and learning orientation &#45; is a key to the success of logistics outsourcing.
Journal: Int. J. of Services and Operations Management
Pages: 267-285
Issue: 3
Volume: 30
Year: 2018
Keywords: third-party logistics; 3PL; organisational learning; knowledge transfer.
File-URL: http://www.inderscience.com/link.php?id=92605
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:3:p:267-285

Template-Type: ReDIF-Article 1.0
Author-Name: Amjad Khalili
Author-X-Name-First: Amjad
Author-X-Name-Last: Khalili
Author-Name: Md Yusof Ismail
Author-X-Name-First: Md Yusof
Author-X-Name-Last: Ismail
Author-Name: A.N.M. Karim
Author-X-Name-First: A.N.M.
Author-X-Name-Last: Karim
Title: Quality management system and sustainability: a Malaysian perspective
Abstract:
Recently numerous studies have examined the interrelationships among quality management system (QMS) and sustainable performance (SP) of organisations, but none of the approaches addressed the issues in a holistic manner. Moreover, there is a very little empirical evidence concerning sustainability initiatives and how the QMS affects SP. This paper aims at investigating the linkage among QMS and SP of manufacturing sector of Malaysia applying techniques from SPSS and structural equation modelling (SEM). The developed model is examined in 329 industries in two phases. The first phase includes semi-structured interviews with Malaysian managers to examine the model's applicability. While in the second phase structured questionnaire is designed for gathering quantitative data. From the interviews with 12 managers, it implies that practices by local manufacturers are consistent with the developed model. Subsequently, the PCA and CFA were conducted to validate the hypothesis which reveals that SP is not affected by QMS.
Journal: Int. J. of Services and Operations Management
Pages: 286-317
Issue: 3
Volume: 30
Year: 2018
Keywords: quality management system; QMS; sustainability; manufacturing; interview; questionnaire; Malaysia.
File-URL: http://www.inderscience.com/link.php?id=92606
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:3:p:286-317

Template-Type: ReDIF-Article 1.0
Author-Name: Sadia Samar Ali
Author-X-Name-First: Sadia Samar
Author-X-Name-Last: Ali
Author-Name: Rajbir Kaur
Author-X-Name-First: Rajbir
Author-X-Name-Last: Kaur
Author-Name: Alejandro Builes Jaramillo
Author-X-Name-First: Alejandro Builes
Author-X-Name-Last: Jaramillo
Title: An assessment of green supply chain framework in Indian automobile industry using interpretive structural modelling and its validation using MICMAC analysis
Abstract:
The goal of delivering a green product starts with green procurement and then continue further with green logistics, green process and green manufacturing specially in a strong supply chain like that in an automobile organization. The purpose of this paper is to identify the green supply chain management enablers (GSCMEs) for Indian automobile industry and establish relationships among them using interpretive structural modelling (ISM) and find out driving and dependence power of enablers, using Matriced' Impacts Crois&#233;s Multiplication Appliqu&#233;e &#225; un Classement (MICMAC) analysis. A survey method is used to get the primary data for this research from fifteen automobile organisations in the Pune-Nashik area. Although currently the research has been conducted only in one industrial region but in future this study can be replicated to other Indian regions as well. The study identifies environmental regulations along with relationship with suppliers as main enablers for a better green supply chain.
Journal: Int. J. of Services and Operations Management
Pages: 318-356
Issue: 3
Volume: 30
Year: 2018
Keywords: green supply chain; Indian auto mobile industry; interpretive structural modelling; ISM; Matriced' Impacts Crois&#233;s Multiplication Appliqu&#233;e &#225; un Classement; MICMAC.
File-URL: http://www.inderscience.com/link.php?id=92607
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:3:p:318-356

Template-Type: ReDIF-Article 1.0
Author-Name: K. Sivananda Devi
Author-X-Name-First: K. Sivananda
Author-X-Name-Last: Devi
Author-Name: V.P. Arunachalam
Author-X-Name-First: V.P.
Author-X-Name-Last: Arunachalam
Author-Name: N. Gunasekaran
Author-X-Name-First: N.
Author-X-Name-Last: Gunasekaran
Title: Lean manufacturing concepts in wet grinder assembly line through value state mapping
Abstract:
The current focus of modern manufacturing is to convert the raw material to the finished goods with zero wastage and at least-cost. Lean manufacturing approach is considered as a successful strategy that minimises the non-value added activities (waste). Value stream mapping (VSM) is one of the tools in lean manufacturing to understand the value added and non-value added activities in the entire system. Such approach has not been explicitly practiced in wet grinder manufacturing system. An attempt has been made in this paper to systematically evaluate current state mapping (CSM) and implement future state mapping (FSM) in a wet grinder manufacturing system. CSM describes the present VSM and other activities that influence it. CSM has been developed by careful observation of cycle time, change over time and non-value added activities. The objective of this study is to minimise the non-value added activities and achieve the required TAKT time. The FSM is arrived by incorporating various improvements in the assembly line.
Journal: Int. J. of Services and Operations Management
Pages: 357-370
Issue: 3
Volume: 30
Year: 2018
Keywords: lean manufacturing; value stream mapping; value added activities; non value added activities; current state mapping; wet grinder assembly line; TAKT time; cycle time; change over time; material storage; Kanban pull system; sustainability.
File-URL: http://www.inderscience.com/link.php?id=92608
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:3:p:357-370

Template-Type: ReDIF-Article 1.0
Author-Name: Arumugam Vasumathi
Author-X-Name-First: Arumugam
Author-X-Name-Last: Vasumathi
Title: Pregnant women's perception towards the prescription given by the doctors
Abstract:
Pregnant women faces some common discomforts during pregnancy such as morning sickness, backache, bladder and bowel problems, changes in skin and hair, cramps, swelling, varicose veins, fatigues, headache and indigestion, etc. For these discomforts, some pregnant women would get advises from doctors and others will get medicines from medical shops without doctor prescription. This would lead to many side effects for pregnant women, some may face abortion too. Therefore, the researcher was conducted study on the pregnant women's perception towards the prescription given by doctors. The researcher has collected data from 100 pregnant women in Vellore District by distributing well-structured questionnaire. The researcher found that there is a significant association between number of dependents and pregnant women's frequency to visit the clinic. Age and number of dependents are the important independent variable in predicting the pregnant women's perception towards doctor's suggestion and prescription of medicines.
Journal: Int. J. of Services and Operations Management
Pages: 371-382
Issue: 3
Volume: 30
Year: 2018
Keywords: pregnant women; comfort; side effects; suggestion and prescription.
File-URL: http://www.inderscience.com/link.php?id=92609
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:3:p:371-382

Template-Type: ReDIF-Article 1.0
Author-Name: Arumugam Vasumathi
Author-X-Name-First: Arumugam
Author-X-Name-Last: Vasumathi
Author-Name: Palaniappan Saravanan
Author-X-Name-First: Palaniappan
Author-X-Name-Last: Saravanan
Title: The impact of demographic profile on SHRM strategies of middle-level HR managers in IT firm, India
Abstract:
Human resource management (HRM) functions play a vital role for employees work in an organisation with more commitment. Committed employees will work in any organisational culture. Organisational culture is the important function of strategic human resource management and its practices will help in organisation growth, employees performance, productivity, generating the leadership skills, abilities, motivate, retain the talented workforce, forecasting the new and available talents for future business needs; enabling the change and developing the attitude and knowledge towards the job. In the competitive scenario, all IT firms were shifted focus from administrative functions to business driven HR functions. HR mangers play an important role in IT industry and who acts as a business partner in terms of enabling the business functions, change enabler, employees champion, decision maker and continuous learner which result in enabling the future business needs for the company. The researchers have conducted a study for the sample size of 75 middle level HR managers from an Indian IT company. This study found that that the female employees were more engaged and satisfied with reference to the employee engagement activities organised by the organisation than the counterparts.
Journal: Int. J. of Services and Operations Management
Pages: 383-403
Issue: 3
Volume: 30
Year: 2018
Keywords: strategic human resource management; organisational culture; business driven HR; change enable; employees champion and learning specialist; India.
File-URL: http://www.inderscience.com/link.php?id=92610
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:3:p:383-403

Template-Type: ReDIF-Article 1.0
Author-Name: Mohammad Alawamleh
Author-X-Name-First: Mohammad
Author-X-Name-Last: Alawamleh
Author-Name: Loiy Bani Ismail
Author-X-Name-First: Loiy Bani
Author-X-Name-Last: Ismail
Author-Name: Randa Mazzawi
Author-X-Name-First: Randa
Author-X-Name-Last: Mazzawi
Title: Value chain and supply chain: which is more impacted by ERP systems?
Abstract:
Information technology is constantly developing and becoming more and more attractive for business owners, who are looking for methods of integrating their internal processes, operation and departments together, in order to enhance their performance, improve customer satisfaction, gain competitive advantage and finally generate revenue. This created the need to develop a system called enterprise resource planning (EPS) that aims at providing workers with an easy access to information, with the means of integrating the business departments and processes together. However, a gap in literature was found with regards to the impact of linking ERP systems with supply chain and value chains, and this research aims at slightly filling in this gap by adopting companies as case studies to investigate and answer the research question.
Journal: Int. J. of Services and Operations Management
Pages: 405-418
Issue: 4
Volume: 30
Year: 2018
Keywords: enterprise resource planning; ERP; value chain; supply chain; SC.
File-URL: http://www.inderscience.com/link.php?id=93510
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:4:p:405-418

Template-Type: ReDIF-Article 1.0
Author-Name: M.N. Anish
Author-X-Name-First: M.N.
Author-X-Name-Last: Anish
Author-Name: P.B. Dhanish
Author-X-Name-First: P.B.
Author-X-Name-Last: Dhanish
Author-Name: R. Sridharan
Author-X-Name-First: R.
Author-X-Name-Last: Sridharan
Title: Instrument for measuring service quality and dimensions of service quality affecting image, value and trust in medical tourism area
Abstract:
This paper focuses on developing a measuring instrument for determining service quality in the medical tourism area of Kerala. The measuring instrument MEDIPERF is developed based on SEVPERF method and data are collected from 411 international patients. Reliability and validity of the developed instrument are verified. This research considers a new dimension, role of information and communication technology for measuring service quality. Using regression analysis, it is inferred that the dimensions such as personnel quality, process of clinical care, hygiene and administrative procedures have significant influences in deciding the image of the hospital. It is also found that the dimensions such as personnel quality, process of clinical care, role of information and communication technology, hygiene and safety indicators have significant influences in deciding the value of service. The study also reveals that the dimensions affecting trust with the hospital are personnel quality, process of clinical care, hygiene and administrative procedures.
Journal: Int. J. of Services and Operations Management
Pages: 419-446
Issue: 4
Volume: 30
Year: 2018
Keywords: medical tourism; service quality; image; value; trust.
File-URL: http://www.inderscience.com/link.php?id=93511
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:4:p:419-446

Template-Type: ReDIF-Article 1.0
Author-Name: Hamidreza Panjehfouladgaran
Author-X-Name-First: Hamidreza
Author-X-Name-Last: Panjehfouladgaran
Author-Name: Nima Bahiraie
Author-X-Name-First: Nima
Author-X-Name-Last: Bahiraie
Author-Name: Rosnah Yusuff
Author-X-Name-First: Rosnah
Author-X-Name-Last: Yusuff
Title: Identification of critical success factors in reverse logistics; analysing interrelationships by interpretive structural modelling
Abstract:
In recent decades, environmental issues have become one of the main concerns of governments and societies. Manufacturing companies are looking for environmental-oriented operations to minimise landfills and maximise environmental and economic profit. Reverse logistics (RL) as one of the manufacturing methods is applying different types of approaches to recover used products and return them back to the market. However, recovered products are competing with new products in quality, quantity and value for gaining market share. Competition with new products requires identification of critical success factor (CSFs) in RL. The available literature on RL critical success factor is still very limited. Therefore, the aim of this paper is identification and classification of CSFs by interpretive structural modelling in RL. Moreover, ranking of the CSFs in RL by interpretive structural modelling is the other objective of this paper. Sixteen CSFs are identified from the literature and interpretive structural modelling is used to determine the ranking of these criteria. Results indicate that these factors are linked because of mutual effect.
Journal: Int. J. of Services and Operations Management
Pages: 447-464
Issue: 4
Volume: 30
Year: 2018
Keywords: supply chain management; SCM; reverse logistics; RL; critical success factors; CSFs; interpretive structural modelling; ISM.
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:4:p:447-464

Template-Type: ReDIF-Article 1.0
Author-Name: Hokey Min
Author-X-Name-First: Hokey
Author-X-Name-Last: Min
Title: Measuring the service quality of luxury hotel chains in the USA
Abstract:
In the hospitality industry, quality of services rendered to customers determines the level of business success. To sustain and improve the high level of service quality continuously, hotel management should assess how well they have served their customers and how competitive they become as a result of continuous service improvements. Such assessment begins with the identification of key service attributes that shape up the customer's perceived service quality and influence the customer's level of satisfaction with hotel services. In particular, to achieve full customer satisfaction and stay ahead of industry rivals, hotel management should gain the knowledge of a hotel's competitive position in the dynamically changing marketplace and create the opportunity for continuous service improvement. With this in mind, this paper develops service standards that help hotel managers monitor their service delivery process, identify performance gaps, and take corrective actions. Based on the exploratory study of customers who have stayed at luxury hotels in the USA, this paper identifies key success factors for luxury hotel franchises and develops service improvement plans for practising hotel managers.
Journal: Int. J. of Services and Operations Management
Pages: 465-479
Issue: 4
Volume: 30
Year: 2018
Keywords: hotel service quality; key success factors; competitive gap analysis; benchmarking; USA.
File-URL: http://www.inderscience.com/link.php?id=93513
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:4:p:465-479

Template-Type: ReDIF-Article 1.0
Author-Name: Azadeh Mobtaker
Author-X-Name-First: Azadeh
Author-X-Name-Last: Mobtaker
Author-Name: Anjali Awasthi
Author-X-Name-First: Anjali
Author-X-Name-Last: Awasthi
Author-Name: Satyaveer S. Chauhan
Author-X-Name-First: Satyaveer S.
Author-X-Name-Last: Chauhan
Author-Name: Sophie D'Amours
Author-X-Name-First: Sophie
Author-X-Name-Last: D'Amours
Title: Wood-based construction project supplier selection under uncertain starting date
Abstract:
There is a growing interest in supply management systems in today's competitive business environment. Importance of implementing supply management systems especially in home construction industry is due to the fact that several risks arising from different sources can adversely affect the project financially or its timely completion. Some risks of construction projects are out of managers' control while other risks such as supply related ones can usually be controlled and directed by effective managerial tactics. In this paper, we address the supplier selection problem (SSP) in wood-based construction industry (housing projects) in the presence of project commencement uncertainties. Based on the suppliers' (vendors') reaction towards these uncertainties in the delivery time, we explore two cases: (a) supplier selection with buyer penalty for a delay (SSPD) where the price of product increases with the delay; (b) supplier selection with quantity reduction for a buyer delay (SSQRD). Three heuristic-based supplier selection approaches are proposed and tested on randomly generated data sets. The proposed approaches show promising results.
Journal: Int. J. of Services and Operations Management
Pages: 480-504
Issue: 4
Volume: 30
Year: 2018
Keywords: housing construction project; supplier selection; stochastic conditions; linear programming; heuristics; uncertainty.
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:4:p:480-504

Template-Type: ReDIF-Article 1.0
Author-Name: N. Prakash
Author-X-Name-First: N.
Author-X-Name-Last: Prakash
Author-Name: R. Somasundaram
Author-X-Name-First: R.
Author-X-Name-Last: Somasundaram
Author-Name: V. Krishnamoorthy
Author-X-Name-First: V.
Author-X-Name-Last: Krishnamoorthy
Title: An empirical study on apparel retail service quality and its impact on customer loyalty in specialty store
Abstract:
The aim of this study is to examine the different dimensions of retail service quality (RSQ) in the apparel retail store and its impact on customer loyalty. About 250 retail apparel store customers in Tirupur were surveyed by implementing the questionnaire method. Structural equation model (SEM) was used to examine the impact of different dimensions of retail service quality factors on customer satisfaction and customer loyalty. The study acknowledged the five important RSQ factors (personal aspects, reliability, personal interaction, policy and problem solving) and proved that there is a relationship between the RSQ factors and customer satisfaction and not associated with customer loyalty. From this study it is inferred that most of the customers are satisfied with services of apparel stores, those satisfied are not loyal customers. Therefore, the article recommends that the management of apparel retail stores should design effective policy to retain customers.
Journal: Int. J. of Services and Operations Management
Pages: 505-519
Issue: 4
Volume: 30
Year: 2018
Keywords: apparel retail store; customer satisfaction; retail service quality; RSQ; customer loyalty; structural equation model; SEM.
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:4:p:505-519

Template-Type: ReDIF-Article 1.0
Author-Name: Mahsa Najimi
Author-X-Name-First: Mahsa
Author-X-Name-Last: Najimi
Author-Name: Seyed Hamid Reza Pasandideh
Author-X-Name-First: Seyed Hamid Reza
Author-X-Name-Last: Pasandideh
Title: Modelling and solving a bi-objective single period problem with incremental and all unit discount within stochastic constraints: NSGAII and MOPSO
Abstract:
One of the perennial problems in inventory control is the single-period problem which is called the newsboy problem. In this paper, a single-period problem is developed. The problem is presented by a bi-objective multi-product with multiple constraints to maximise the expected profit as well as minimising the whole warehouse space. Incremental and total discount policies are considered in purchasing the items. In order to optimise the objectives, three types of constraint are presumed for each product which are the service level, budget and required warehouse space. In addition, the decision variables are real and the problem will be modelled with a type of mixed integer nonlinear programming. Moreover, meta-heuristic algorithms are utilised to solve the model. Non-dominated sorting genetic algorithm II (NSGA-II) and multi-objective particle swarm optimisation are proposed to find the Pareto front as near-optima solutions. To achieve better results, RSM method is applied to calibrate the flexible parameters of both algorithms. Finally, Student t-tests are employed to compare the performances of proposed algorithms in terms of solution qualities.
Journal: Int. J. of Services and Operations Management
Pages: 520-541
Issue: 4
Volume: 30
Year: 2018
Keywords: inventory control; bi-objective; single-period; incremental and total discount; meta-heuristic algorithms; non-dominated sorting genetic algorithm II; NSGA-II; MOPSO.
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Handle: RePEc:ids:ijsoma:v:30:y:2018:i:4:p:520-541

Template-Type: ReDIF-Article 1.0
Author-Name: Mohammad Reza Yadollahpour
Author-X-Name-First: Mohammad Reza
Author-X-Name-Last: Yadollahpour
Author-Name: Behrooz ArbabShirani
Author-X-Name-First: Behrooz
Author-X-Name-Last: ArbabShirani
Title: Hot strip mill production planning and sequencing
Abstract:
Production planning and sequencing in hot strip mill (HSM) process consists of decision making about three important issues: assigning the orders to slabs, building up programs from the slabs, and sequencing the programs on rolling machines. In contrast to earlier investigations that mostly focus on one of these issues, a comprehensive mathematical model where considerations for both mid and short term planning horizons are simultaneously taken into account is presented to formulate the whole problem. A greedy algorithm is then presented to solve the model in a reasonable amount of time and used for planning in Mobarakeh Steel Company (MSC), the biggest steel enterprise in the Middle East. Computational experiments demonstrate that the proposed method substantially increases the productivity in MSC by decreasing the total tardiness of orders, unsupplied demands of products, setup times and optimally utilising the lifespans of rollers.
Journal: Int. J. of Services and Operations Management
Pages: 98-120
Issue: 1
Volume: 31
Year: 2018
Keywords: strip mill shop; hot-rolling; production planning; sequencing; integer linear programming; heuristics.
File-URL: http://www.inderscience.com/link.php?id=94179
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:1:p:98-120

Template-Type: ReDIF-Article 1.0
Author-Name: Amber A. Smith-Ditizio
Author-X-Name-First: Amber A.
Author-X-Name-Last: Smith-Ditizio
Author-Name: Terry Damron
Author-X-Name-First: Terry
Author-X-Name-Last: Damron
Author-Name: Amye Melton
Author-X-Name-First: Amye
Author-X-Name-Last: Melton
Title: Energy and its interplay with global corporate social responsibility and sustainability efforts
Abstract:
There are many advantages to mandating CSR policies and practices that deal with the use of energy, with much that that responsibility of promoting green-based approaches and sustainability as part of a socially responsible company on it marketing activities. It is important to identify what each organisation could do to promote environmental gains directly related to the use of energy and the need to minimise the use of green-washing campaigns in order to boost company's reputation at minimal costs. Market expectations general illustrate that if an organisation does not provide certain services or products in a satisfactory manner, another organisation will gain business or popularity. Public awareness of energy, CSR, and eco-friendly actions at the corporate level are increasing playing a role in the global economy and empowered customers' purchase intentions.
Journal: Int. J. of Services and Operations Management
Pages: 1-18
Issue: 1
Volume: 31
Year: 2018
Keywords: carbon footprint; corporate social responsibility; CSR; eco-friendly; green marketing; Organization for Economic Co-operation and Development Guidelines; OECD Guidelines.
File-URL: http://www.inderscience.com/link.php?id=94180
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:1:p:1-18

Template-Type: ReDIF-Article 1.0
Author-Name: Uma Pricilda Jaidev
Author-X-Name-First: Uma Pricilda
Author-X-Name-Last: Jaidev
Title: Transfer climate and transfer of training: the mediating role of transfer intention in hospitality organisations
Abstract:
The extant literature on 'transfer of training' reports that there exists a 'transfer problem', wherein resources spent on training in organisations do not yield acceptable returns. Based on a thorough review of literature, the present study attempts to find, if there is a relationship between 'transfer climate' along with its dimensions, managerial support; job support; organisational support as predictors, and 'transfer of training' as the outcome variable, in a service context. 'Transfer intention' is considered as a mediating variable. Data from a sample of 484 respondents, who belong to hospitality organisations was taken up for analysis and subsequent interpretation. The hospitality sector is known for investing significant resources on training, in order to ensure that their employees comply with standard operating procedures that are very essential for service organisations, in order to ensure consistency in the services provided. Results indicate that there is a positive relationship between 'transfer climate' and 'transfer of training' and that 'transfer intention' partially mediates the relationship between 'transfer climate' and 'transfer of training'. Theoretical and practical implications are discussed and suggestions are offered for future studies.
Journal: Int. J. of Services and Operations Management
Pages: 19-39
Issue: 1
Volume: 31
Year: 2018
Keywords: transfer climate; transfer intention; transfer of training; hospitality; training; theory of planned behaviour; transfer problem; training and development; human resources development.
File-URL: http://www.inderscience.com/link.php?id=94181
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:1:p:19-39

Template-Type: ReDIF-Article 1.0
Author-Name: Asad Javed
Author-X-Name-First: Asad
Author-X-Name-Last: Javed
Author-Name: Muhammad Yasir
Author-X-Name-First: Muhammad
Author-X-Name-Last: Yasir
Author-Name: Faisal Sajjad
Author-X-Name-First: Faisal
Author-X-Name-Last: Sajjad
Title: Fixed vs. negotiable price; who wins the market: an evidence from Pakistan
Abstract:
There are different ways products are priced. Prices of some products are fixed and some are negotiable. This paper compares the effect of fixed pricing and negotiable pricing on purchase decision. The paper also compares the effect of different demographic variables on fixed and negotiable price. The results of our empirical study, conducted on locally manufactured apparels, reveal that people evaluate fixed prices more favourably as compared to negotiable price. Furthermore, it was found that demographic variables affect negotiable price, and people with different levels of education and income had differences of opinion in evaluating negotiable price. However, the majority of respondents were in favour of non-negotiable/fixed price. Hence, it could be concluded from the results that if organisations shift from negotiable price to fixed price, the inclination of customers towards their products increases. The sellers of locally manufactured apparels in particular and fast moving consumer goods in general can significantly improve their sales volume by shifting to non-negotiable/fixed price policy.
Journal: Int. J. of Services and Operations Management
Pages: 40-52
Issue: 1
Volume: 31
Year: 2018
Keywords: fixed price; negotiable price; demographic variables; Pakistan.
File-URL: http://www.inderscience.com/link.php?id=94182
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:1:p:40-52

Template-Type: ReDIF-Article 1.0
Author-Name: Flora Babongo
Author-X-Name-First: Flora
Author-X-Name-Last: Babongo
Author-Name: Patrik Appelqvist
Author-X-Name-First: Patrik
Author-X-Name-Last: Appelqvist
Author-Name: Valérie Chavez-Demoulin
Author-X-Name-First: Valérie
Author-X-Name-Last: Chavez-Demoulin
Author-Name: Ari-Pekka Hameri
Author-X-Name-First: Ari-Pekka
Author-X-Name-Last: Hameri
Author-Name: Tapio Niemi
Author-X-Name-First: Tapio
Author-X-Name-Last: Niemi
Title: Using weather data to improve demand forecasting for seasonal products
Abstract:
In seasonal business, manufacturers need to make major supply decisions up to a year before delivering products to retailers. Traditionally, they make those decisions based on sales forecasts that in turn are based on previous season's sales. In our research, we study whether demand forecasts for the upcoming season could be made more accurate by taking into account the weather of the previous sales season. We use a ten-year dataset of winter sports equipment (e.g. skis, boots, and snowboards) sales in Switzerland and Finland, linked with daily meteorological data, for developing and training a generalised additive model (GAM) to predict demand for the next season. Results show a forecasting error reduction of up to 45% when including meteorological data from the past season. In our case, the value of this reduction in the forecasting error corresponds to around 2% of total sales. The results contribute to the theory of stochastic inventory control by showing that taking into account external disturbances, in this case the fluctuations in weather, improves forecasting accuracy in situations where the lag between ordering and demand is around one year.
Journal: Int. J. of Services and Operations Management
Pages: 53-76
Issue: 1
Volume: 31
Year: 2018
Keywords: demand forecasting; seasonal products; newsvendor model; generalised additive model; GAM.
File-URL: http://www.inderscience.com/link.php?id=94183
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:1:p:53-76

Template-Type: ReDIF-Article 1.0
Author-Name: Arash Shahin
Author-X-Name-First: Arash
Author-X-Name-Last: Shahin
Author-Name: Dariush Mohamadi
Author-X-Name-First: Dariush
Author-X-Name-Last: Mohamadi
Author-Name: Mehdi Nazari
Author-X-Name-First: Mehdi
Author-X-Name-Last: Nazari
Title: Prioritising product development strategies based on supply chain flexibility using multiple attribute decision making: the case of Esfahan Steel Company
Abstract:
The aim of this paper is to determine the priorities of product development strategies with respect to its supply chain flexibility in Esfahan Steel Co. For this purpose, attributes of supply chain flexibility have been extracted from literature and investigated in Esfahan Steel Co. Their weights have been calculated using multiple attribute decision making (MADM) techniques. Finally, product development strategies have been prioritised. According to the findings, the four priorities included the production of special rolled products, the production of special alloy steel ingots, the production of wide flange beam (size 24-30) and the production of rails strategies, respectively.
Journal: Int. J. of Services and Operations Management
Pages: 77-97
Issue: 1
Volume: 31
Year: 2018
Keywords: supply chain flexibility; product development strategy; multi-attribute decision making; Esfahan Steel Company.
File-URL: http://www.inderscience.com/link.php?id=94184
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:1:p:77-97

Template-Type: ReDIF-Article 1.0
Author-Name: Tejas R. Shah
Author-X-Name-First: Tejas R.
Author-X-Name-Last: Shah
Title: Conceptualising the framework for effectiveness of customer value co-creation in service innovation
Abstract:
The involvement of customers as co-creators in new service innovation is increasingly being suggested as a successful strategy to improve the success rate of new services. Value-in-use is a central theme for the service-dominant logic because the customer is always a co-creator of value. Co-creation involves customer engagement in the creation of offerings through ideation, design and development. The objective of this paper is to develop the framework for successful development and implementation of customer value co-creation process in service innovation. Based on literature review, three phases of value co-creation have been developed. First, motivation for customer value co-creation is one of the important aspects to consider by a service firm. Extrinsic and intrinsic motivations play a key role for customer motivation to participate. Second, customers' role in value creation process have greater been developed. Customer experience during interaction becomes central to the value creation process. Customer participation in value creation process is divided into two parts: participation behaviour and citizenship behaviour. Third, criteria for superior value co-creation process have been developed. This research brings the framework that motivation for value co-creation creates positive impact on value co-creation process, which in turn leads to generate positive value co-creation experience.
Journal: Int. J. of Services and Operations Management
Pages: 121-136
Issue: 1
Volume: 31
Year: 2018
Keywords: value; co-creation; service innovation; co-creation experience; customer.
File-URL: http://www.inderscience.com/link.php?id=94185
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:1:p:121-136

Template-Type: ReDIF-Article 1.0
Author-Name: Md. Sanowar Hossain
Author-X-Name-First: Md. Sanowar
Author-X-Name-Last: Hossain
Author-Name: Khan Mohaimanul Islam
Author-X-Name-First: Khan Mohaimanul
Author-X-Name-Last: Islam
Title: PSO-based harmony search algorithm to aggregate production planning under possibilistic environment
Abstract:
This paper develops particle swarm optimisation based harmony search algorithm (PSO-HSA), a non-traditional optimisation technique to find globally optimised solutions more efficiently. PSO-HSA is developed on the structure of HSA and the concept of PSO is used to modify the improvisation process. The aim of PSO-HSA is to incorporate multiple improvisation methods as well as the complete utilisation of all the possible solution sets in improvisation steps. In addition, the complexity of predefinition for various algorithm parameters is reduced significantly. Again, this paper demonstrates possibilistic environment based multi-product, multi-period aggregate production planning with triangular possibility to handle all the imprecise parameters. The strategy is to minimise the most possible value of the imprecise total costs, maximise the possibility of obtaining lower total costs and minimise the risk of obtaining higher total costs simultaneously with weighted average aggregation. HSA and FBGA are also employed here to analyse the performance of PSO-HSA approach.
Journal: Int. J. of Services and Operations Management
Pages: 169-190
Issue: 2
Volume: 31
Year: 2018
Keywords: possibilistic linear programming; PLP; imprecise parameters; harmony search algorithm; HSA; particle swarm optimisation; PSO-based HSA.
File-URL: http://www.inderscience.com/link.php?id=94749
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:2:p:169-190

Template-Type: ReDIF-Article 1.0
Author-Name: Abhishek Behl
Author-X-Name-First: Abhishek
Author-X-Name-Last: Behl
Author-Name: Paridhi Rathi
Author-X-Name-First: Paridhi
Author-X-Name-Last: Rathi
Author-Name: V.V. Ajith Kumar
Author-X-Name-First: V.V. Ajith
Author-X-Name-Last: Kumar
Title: Sustainability of the Indian auto rickshaw sector: identification of enablers and their interrelationship using TISM
Abstract:
The present study is an attempt to identify the enablers to the sustainability of the auto rickshaw sector in India and model them using interpretive structural modelling (ISM) in order to establish inter relationships among them. Matriced' Impacts Croises-Multiplication Appliqu&#233; an Classment (MICMAC) analysis has been applied to identify the most dominant enabler(s). A total of 11 enablers have been identified from the extant literature. The resultant ISM model with four levels of hierarchy reveals that not all enablers require the same attention &#45; the four enablers at the very bottom, namely 'Fleet-based operations', 'Adequate transport infrastructure', 'Robust planning and regulatory structure' and 'Adequate enforcement and monitoring' are the ones that drive most other enablers. Accordingly, the mix of fleet-based operations along with information and communications technology (ICT) infrastructure assumes urgency for enhancing door to door mobility and first and last mile connectivity of auto rickshaws. In addition, regulations pertaining to permits, emissions and safety also need urgent attention.
Journal: Int. J. of Services and Operations Management
Pages: 137-168
Issue: 2
Volume: 31
Year: 2018
Keywords: enablers; total interpretive structural model; TISM; MICMAC; sustainable transportation; AutoRickshaw; India; urban transportation.
File-URL: http://www.inderscience.com/link.php?id=94750
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:2:p:137-168

Template-Type: ReDIF-Article 1.0
Author-Name: Shiva Hashemi
Author-X-Name-First: Shiva
Author-X-Name-Last: Hashemi
Author-Name: Jamil Jusoh
Author-X-Name-First: Jamil
Author-X-Name-Last: Jusoh
Author-Name: Azizan Marzuki
Author-X-Name-First: Azizan
Author-X-Name-Last: Marzuki
Author-Name: Shaian Kiumarsi
Author-X-Name-First: Shaian
Author-X-Name-Last: Kiumarsi
Title: Determinants of female employees job satisfaction in hotels in Malaysia: an empirical study
Abstract:
The aim of this study is to identify the job satisfaction level among female employees in three, four, and five star rated hotels in Malaysia, and to examine the factors that influence the job satisfaction of female employees in the selected hotels. The method used for this research was quantitative research, with a questionnaire as an instrument for gathering primary data. The findings indicate that the most important factor in job satisfaction among female employees is working condition. The results of this quantitative study also showed that the overall job satisfaction is at a neutral level. The findings of this study provide immense benefits for the hotels in Penang Island and will enable the hotels to gain better competitive advantage to compete among the local and international hotel industries. The findings will also assist hotel organisations to know the best way to satisfy their female employees.
Journal: Int. J. of Services and Operations Management
Pages: 191-206
Issue: 2
Volume: 31
Year: 2018
Keywords: job satisfaction; female employees; tourism; hotel industry; Malaysia.
File-URL: http://www.inderscience.com/link.php?id=94751
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:2:p:191-206

Template-Type: ReDIF-Article 1.0
Author-Name: Rafael Tordecilla-Madera
Author-X-Name-First: Rafael
Author-X-Name-Last: Tordecilla-Madera
Author-Name: Andrés Polo Roa
Author-X-Name-First: Andrés Polo
Author-X-Name-Last: Roa
Author-Name: John Willmer Escobar
Author-X-Name-First: John Willmer
Author-X-Name-Last: Escobar
Author-Name: Nicolas Clavijo Buriticá
Author-X-Name-First: Nicolas Clavijo
Author-X-Name-Last: Buriticá
Title: A mathematical model for collecting and distributing perishable products by considering costs minimisation and CO<SUB align="right"><SMALL>2</SMALL></SUB> emissions
Abstract:
This paper considers the problem of allocating vehicles to collect and distribute fruit to producer associations in Colombia. In particular, the problem seeks to determine the optimal allocation of vehicles for fruit collection minimising both total transportation costs and CO&lt;SUB align="right"&gt;&lt;SMALL&gt;2&lt;/SMALL&gt;&lt;/SUB&gt; emissions. This problem has multiple objectives, and the well-known &#949;-constraint method has been used as solution technique for the proposed mathematical models. The efficiency of the former methodology has been tested by using a case study involving the distribution of blackberry (Rubus glaucus) by an association of producers in Cundinamarca Department, Colombia. In particular, we considered 12 different scenarios related to supply levels, route outsourcing, and collection frequency. The results show the efficiency of the proposed methodology in solving vehicle allocation problems related to collection and distribution. The case study reveals that, in general, collecting fruit three days/week yields lower costs and fewer emissions than performing collections four days/week. Furthermore, increased supply leads to greater differences between costs and emissions.
Journal: Int. J. of Services and Operations Management
Pages: 207-234
Issue: 2
Volume: 31
Year: 2018
Keywords: Andean blackberry; low-carbon emissions; mixed-integer programming; &#949;-constraint method; supply chain optimisation.
File-URL: http://www.inderscience.com/link.php?id=94752
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:2:p:207-234

Template-Type: ReDIF-Article 1.0
Author-Name: Bharat Singh Patel
Author-X-Name-First: Bharat Singh
Author-X-Name-Last: Patel
Author-Name: Cherian Samuel
Author-X-Name-First: Cherian
Author-X-Name-Last: Samuel
Author-Name: S.K. Sharma
Author-X-Name-First: S.K.
Author-X-Name-Last: Sharma
Title: Analysing interactions of agile supply chain enablers in the Indian manufacturing context
Abstract:
Agility of the organisation depends upon large number of variables. These variables can be called as agile supply chain (ASC) enablers. ASC enablers are the concerned technologies and methodologies which are very much significant to achieve agility. It is not economical and efficient to give same focus and attention to all agility variables. To overcome this problem interpretive structural modelling (ISM) is used to develop a hierarchy of enablers. In the present paper, ISM is applied to derive interrelationships among ASC enablers that influence supply chain agility. Further rank sum weight (RSW) method is used to allocate the weights to enablers. It is seen from literature that ISM does not reveal any weights associated with enablers. An integrated approach of ISM and RSW can help to overcome this limitation. ASC enablers have been also categorised according to their driving power and dependence using MICMAC analysis.
Journal: Int. J. of Services and Operations Management
Pages: 235-259
Issue: 2
Volume: 31
Year: 2018
Keywords: agile supply chain; ASC; agile supply chain enablers; interpretive structural modelling; ISM; rank sum weight; RSW; MICMAC analysis.
File-URL: http://www.inderscience.com/link.php?id=94753
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:2:p:235-259

Template-Type: ReDIF-Article 1.0
Author-Name: Jinu Kurian
Author-X-Name-First: Jinu
Author-X-Name-Last: Kurian
Author-Name: Seema Unnikrishnan
Author-X-Name-First: Seema
Author-X-Name-Last: Unnikrishnan
Author-Name: Bhagyashree Sawant
Author-X-Name-First: Bhagyashree
Author-X-Name-Last: Sawant
Title: A study on green supply chain management practices in the Indian petroleum industries
Abstract:
This paper focuses on the green supply chain management (GSCM) practices and innovations done in the petroleum industrial sector of India and aims to analyse the key factors influencing the implementation of these practices. The paper is based on a survey conducted on senior executives of the petroleum industry in India. A questionnaire designed to study the various GSCM practices was administered to 42 senior executives from this sector and the responses were analysed. The finding of the study reveals that major benefits are in the form of regulatory compliance and adoption of environmentally friendly practices. Different types of technologies used as well as the mode of operations of participating firms are also discussed. The driving forces which helped the company in implementation of these practices are also reviewed. Some of the major barriers are also considered. The study also brings out the need to implement these practices as incremental improvements in the existing system.
Journal: Int. J. of Services and Operations Management
Pages: 260-276
Issue: 2
Volume: 31
Year: 2018
Keywords: green supply chain; petroleum industries; green supply chain management practices and opportunities; drivers and barriers; sustainability.
File-URL: http://www.inderscience.com/link.php?id=94755
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:2:p:260-276

Template-Type: ReDIF-Article 1.0
Author-Name: Amay Yeravdekar
Author-X-Name-First: Amay
Author-X-Name-Last: Yeravdekar
Author-Name: Abhishek Behl
Author-X-Name-First: Abhishek
Author-X-Name-Last: Behl
Title: The unprecedented commercialisation of Indian cricket: a study using total interpretive structural modelling
Abstract:
The advancements in the field of sports, especially cricket, are multidimensional. Of the various aspects of cricket, branding and commercialisation are two areas that have received insufficient attention, both theoretically and empirically. The present study aims to develop a conceptual framework using total interpretive structural model to develop a hierarchy of enablers for commercialisation of cricket. The research also discusses the reasons for inter linkages between the enablers. The study accounted for 11 enablers and discovered that facility given at the school or primary level is the key enabler for commercialising the game. The study also found out that state-of-art infrastructure, scholarships given to the players, and motivating incentives from the government are some of the other important enablers that could act as catalysts in enhancing the positive aspects of commercialisation in the game. The study lays foundation for similar discussion for other sports and for empirically testing the formulated model.
Journal: Int. J. of Services and Operations Management
Pages: 277-302
Issue: 3
Volume: 31
Year: 2018
Keywords: commercialisation; cricket; interpretive structural modelling; ISM; MICMAC; enablers; total interpretive structural modelling; TISM.
File-URL: http://www.inderscience.com/link.php?id=95558
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:277-302

Template-Type: ReDIF-Article 1.0
Author-Name: Domingos Fernandes Campos
Author-X-Name-First: Domingos Fernandes
Author-X-Name-Last: Campos
Author-Name: Guido Salvi Dos Santos
Author-X-Name-First: Guido Salvi Dos
Author-X-Name-Last: Santos
Author-Name: Felipe Nalon Castro
Author-X-Name-First: Felipe Nalon
Author-X-Name-Last: Castro
Title: Measuring students' expectations of service quality of a higher education institution in a longitudinal design
Abstract:
This study presents changes in undergraduate students' expectations of service quality, regarding 33 attributes of services provided at a private HEI, over a longitudinal investigation. The course directors did not intervene intentionally, directly or in any significant way that would alter the conditions under which the services were offered. Data collection was performed at five different times, addressing the same group of students. The assessment of the expectations shows that, over time, students undergo changes in their perceptions, although the relative importance of the attributes does not undergo a radical repositioning. Senior students tend to be more demanding than freshmen. The information obtained enables managing directors to align with emerging paradigms, and effectively direct resources for retention and loyalty, and to attract customers by meeting their expectations at different stages of interaction with the institution.
Journal: Int. J. of Services and Operations Management
Pages: 303-324
Issue: 3
Volume: 31
Year: 2018
Keywords: higher education; customer services quality; service marketing; longitudinal study; distance learning; Brazil.
File-URL: http://www.inderscience.com/link.php?id=95559
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:303-324

Template-Type: ReDIF-Article 1.0
Author-Name: K.R. Kiron
Author-X-Name-First: K.R.
Author-X-Name-Last: Kiron
Author-Name: K. Kannan
Author-X-Name-First: K.
Author-X-Name-Last: Kannan
Title: Application of fuzzy analytical network process for the selection of best technological innovation strategy in steel manufacturing SMEs
Abstract:
The success of small and medium enterprises (SMEs) depends mainly on its ability to innovate. Earlier studies revealed that among various types of innovation, technological innovation is the most important. Selection of the best alternative for improving technological innovation thus gains vital importance and it is a multi-criterion decision-making (MCDM) problem. A model was developed for steel manufacturing SMEs to improve their technological innovation capability. The model employed fuzzy analytical network process (FANP) for the selection of the strategy for improving the technological innovation capability. The idea of applying FANP for the selection of best alternative to make an SME innovative is novel. By the developed model, studies were conducted in three small scale steel manufacturing enterprise. Among the four strategies, it was found that the best strategy for all the three organisations is the cooperation approach. Cooperation with other similar enterprises, cooperation with research and other technological institutions is found to be important for the SME. The result of the study is having utmost importance in framing the strategies for SMEs. It helps the decision makers of SMEs to create an organisational culture which can foster technological innovation.
Journal: Int. J. of Services and Operations Management
Pages: 325-348
Issue: 3
Volume: 31
Year: 2018
Keywords: innovation; innovation strategy; SME; analytical network process; FANP; steel manufacturing SME.
File-URL: http://www.inderscience.com/link.php?id=95560
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:325-348

Template-Type: ReDIF-Article 1.0
Author-Name: Farida Pulansari
Author-X-Name-First: Farida
Author-X-Name-Last: Pulansari
Author-Name:  Suparno
Author-X-Name-First: 
Author-X-Name-Last: Suparno
Author-Name: Sri Gunani Partiwi
Author-X-Name-First: Sri Gunani
Author-X-Name-Last: Partiwi
Title: House of reverse logistics: an approach to analyse the factors influencing company performance and customer complaint
Abstract:
This paper presents a house of reverse logistics (HRL). HRL is proposed as an effective design method for integrating reverse logistics (RL) problems and creating consumers satisfaction. HRL explicitly addressed the translation of customer needs into reverse logistics perspective. HRL is very important because this approach successfully meets customer expectations, requirement and complaint. The complaint is signalling of customer dissatisfaction that indicates the important information directly from customers. The design of HRL was adopted from quality function deployment (QFD).
Journal: Int. J. of Services and Operations Management
Pages: 349-369
Issue: 3
Volume: 31
Year: 2018
Keywords: reverse logistics; customer; satisfaction; complaint.
File-URL: http://www.inderscience.com/link.php?id=95561
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:349-369

Template-Type: ReDIF-Article 1.0
Author-Name: Siwaporn Kunnapapdeelert
Author-X-Name-First: Siwaporn
Author-X-Name-Last: Kunnapapdeelert
Author-Name: Voratas Kachitvichyanukul
Author-X-Name-First: Voratas
Author-X-Name-Last: Kachitvichyanukul
Title: New enhanced differential evolution algorithms for solving multi-depot vehicle routing problem with multiple pickup and delivery requests
Abstract:
This paper presents four new enhanced DE-based algorithms for solving multi-depot vehicle routing problem with multiple pickup and delivery requests (GVRP-MDMPDR). Two enhanced DE algorithms are based on subgrouping idea and two are based on the idea of strategy switching. The four enhanced algorithms are: subgrouping mutation differential evolution (SGMDE), subgrouping crossover differential evolution (SGCDE), switching mutation differential evolution (SWMDE), and switching crossover differential evolution (SWCDE). All enhanced algorithms are compared to the classical DE algorithm for solving GVRP-MDMPDR by using published benchmark test problems. The results show that algorithms SGMDE, SGCDE and SWCDE outperform classical DE algorithm. Furthermore, it found that the enhancement in the crossover process is more effective for improving DE performance than enhancement in the mutation process. The combination of the solution representations SD1 and SD3 with the DE-based algorithms also found new best known solutions in 25 out of 30 test problem instances.
Journal: Int. J. of Services and Operations Management
Pages: 370-395
Issue: 3
Volume: 31
Year: 2018
Keywords: differential evolution; generalise multi-depot vehicle routing problem with multiple pickup and delivery requests; subgrouping; switching.
File-URL: http://www.inderscience.com/link.php?id=95562
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:370-395

Template-Type: ReDIF-Article 1.0
Author-Name: R. Maharaja
Author-X-Name-First: R.
Author-X-Name-Last: Maharaja
Author-Name: S.R. Devadasan
Author-X-Name-First: S.R.
Author-X-Name-Last: Devadasan
Author-Name: M. Sakthivel
Author-X-Name-First: M.
Author-X-Name-Last: Sakthivel
Author-Name: R. Murugesh
Author-X-Name-First: R.
Author-X-Name-Last: Murugesh
Title: Performance measurement of the leagile supply chain
Abstract:
In this paper, a model is contributed to enable the companies to measure the performance of the leagile supply chain. Leagile supply chains are incorporated with the principles of lean and agile manufacturing paradigms. A unique feature of this measurement model is that it is incorporated with the provision to accommodate the decoupling point of leagility. Decoupling point refers to the point that separates leanness and agility. In order to utilise this measurement model, responses against a questionnaire are to be gathered to measure the leagile supply chain performance of the company. The data gathered by getting those responses are substituted in a mathematical model to calculate the leagile supply chain performance index of the company. By referring to the leagile supply chain performance index, the company can strive to move towards imbibing agility for acquiring competitive strength.
Journal: Int. J. of Services and Operations Management
Pages: 396-414
Issue: 3
Volume: 31
Year: 2018
Keywords: leagile production paradigm; lean manufacturing; agile manufacturing; supply chain management; decoupling point.
File-URL: http://www.inderscience.com/link.php?id=95563
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:3:p:396-414

Template-Type: ReDIF-Article 1.0
Author-Name: S. Karthik Bharathi
Author-X-Name-First: S. Karthik
Author-X-Name-Last: Bharathi
Author-Name: S. Vinodh
Author-X-Name-First: S.
Author-X-Name-Last: Vinodh
Author-Name: N. Gopi
Author-X-Name-First: N.
Author-X-Name-Last: Gopi
Title: Development of software support for process FMEA: a case study
Abstract:
The goal of this article is to present a study in which process failure mode and effect analysis (FMEA) is applied to analyse weld failures and a software support is developed for process FMEA. Process FMEA is concerned with prioritising failure mode of the process. In order to enable effective computation and analysis with process FMEA, a software support has been developed. The developed software support has been illustrated for weld failure analysis. The developed software support would enable the systematic computation and analysis of process related failure modes. The practical validity of the developed software support has been tested. The developed software support systematically prioritises and analyses the causes associated with weld failures.
Journal: Int. J. of Services and Operations Management
Pages: 415-432
Issue: 4
Volume: 31
Year: 2018
Keywords: failure mode and effect analysis; FMEA; process FMEA; software support; failure modes; risk priority number; RPN; total quality management; TQM; weld failure.
File-URL: http://www.inderscience.com/link.php?id=96164
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:415-432

Template-Type: ReDIF-Article 1.0
Author-Name: Maurizio Faccio
Author-X-Name-First: Maurizio
Author-X-Name-Last: Faccio
Author-Name: Mauro Gamberi
Author-X-Name-First: Mauro
Author-X-Name-Last: Gamberi
Author-Name: Marco Bortolini
Author-X-Name-First: Marco
Author-X-Name-Last: Bortolini
Author-Name: Francesco Pilati
Author-X-Name-First: Francesco
Author-X-Name-Last: Pilati
Title: Macro and micro-logistic aspects in defining the parts-feeding policy in mixed-model assembly systems
Abstract:
The handling activities within mixed-model assembly systems deal with two different logistic levels of the production environment. The micro-logistic level includes movements of parts across each assembly station due to pick to assembly activities. The macro-logistic level includes movements of parts within the supermarket and to deliver the stock-keeping units to the assembly stations. The most frequently adopted part-feeding policies, i.e., kanban system and kitting system, strongly influences both logistic levels with opposite effects. The former continuously refills the assembly stations; the latter prepares and delivers kits of components for each product. Moving from kanban to kitting system the time spent at the macro-logistic level increases. On the contrary, the time spent in part handling at the micro-logistic level decreases when moving from kanban to kitting system. Effective trade-offs are encouraged. This paper analyses the two introduced part-feeding policies, including hybrid possibilities, through an operative total handling time comparison model. The findings from five industrial cases belonging to different sectors and a global simulation analysis are discussed. Conclusions about the impact of some of the most important logistic variables of the production system to the whole performances drive the industrial practitioners in the part-feeding policy selection.
Journal: Int. J. of Services and Operations Management
Pages: 433-462
Issue: 4
Volume: 31
Year: 2018
Keywords: part-feeding policy; PFP; kanban; kitting; hybrid system; assembly system; time model; just-in-time; JIT.
File-URL: http://www.inderscience.com/link.php?id=96166
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:433-462

Template-Type: ReDIF-Article 1.0
Author-Name: Mohammad Taher Shirafkan
Author-X-Name-First: Mohammad Taher
Author-X-Name-Last: Shirafkan
Author-Name: Hany Seidgar
Author-X-Name-First: Hany
Author-X-Name-Last: Seidgar
Author-Name: Nikbakhsh Javadian
Author-X-Name-First: Nikbakhsh
Author-X-Name-Last: Javadian
Title: A new mathematical model for non-fixed destination multi-depot multiple travelling salesmen with time window problem
Abstract:
Consider the problem of having a team of cooperative and autonomous vehicles to repeatedly visit a set of target locations and return back to their initial locations. This problem is known as multi-depot multiple travelling salesman problems (MD-MTSP), which applies to several mobile robots applications. The non-fixed destination multi-depot multiple travelling salesmen with time window problem (MmTSPTW) is a generalisation of a well-known MmTSP with considering time window for each node in a tour. The salesmen also are not forced to return to their starting depot. This problem is of great complexity and belongs to NP-complete class of problems. In this paper, a new mathematical model is proposed for MmTSPTW by considering waiting penalties and time window is defined for each depot (city). The salesmen only can service the customers within these time windows and also some penalties are considered for any deviation of start time. The objective function of problem is to minimise the total costs and penalties of the tours.
Journal: Int. J. of Services and Operations Management
Pages: 530-538
Issue: 4
Volume: 31
Year: 2018
Keywords: multi-depot multiple travelling salesmen problem; MmTSP; time windows.
File-URL: http://www.inderscience.com/link.php?id=96167
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:530-538

Template-Type: ReDIF-Article 1.0
Author-Name: Sajjad Shokouhyar
Author-X-Name-First: Sajjad
Author-X-Name-Last: Shokouhyar
Author-Name: Azadeh Karimisefat
Author-X-Name-First: Azadeh
Author-X-Name-Last: Karimisefat
Title: Automated teller machine performance evaluation using data envelopment analysis approach
Abstract:
Today, banks get involved in competition era such as other organisations and try to attract new customers while retaining their own customers. Automated teller machine (ATM) is one of those services. ATM has changed bank services that many experts have named this change as a revolution. ATM costs such as installation, deployment and operation costs on one hand and profitability and customer satisfaction on the other hand, have lead ATM efficiency evaluation to an important subject so banks focus on that area. Data envelopment analysis (DEA) is a non-parametric method measuring technical efficiency and a set of unit performance. By considering the efficiency of ATM and input-oriented CCR model, this research tries to measure the efficiency of 150 installed Sepah bank ATMs in Tehran based on costs and income and at the end suggests some solutions to related managers in order to improve their inefficient ATMs.
Journal: Int. J. of Services and Operations Management
Pages: 463-479
Issue: 4
Volume: 31
Year: 2018
Keywords: automated teller machine; ATM; Shetab network; Shetab income; efficiency; data envelopment analysis; DEA.
File-URL: http://www.inderscience.com/link.php?id=96168
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:463-479

Template-Type: ReDIF-Article 1.0
Author-Name: T. Ramadas
Author-X-Name-First: T.
Author-X-Name-Last: Ramadas
Author-Name: K.P. Satish
Author-X-Name-First: K.P.
Author-X-Name-Last: Satish
Author-Name: K. Aibel Mathew
Author-X-Name-First: K. Aibel
Author-X-Name-Last: Mathew
Title: A model to identify the factors of supplier communication and financial availability to support the lean manufacturing implementation in small and medium scale enterprises
Abstract:
The aim of the research paper is to present the factors associated with supplier communication and financial availability that constitute a successful implementation of lean manufacturing within the small and medium scale enterprises. Structural equation modelling (SEM) was employed to test the model drawing on a sample of 124 small and medium scale enterprises (SMEs) Kerala India. Specification search in Amos 20 was employed to find out the best theoretical model given an initial model using the following fit function criteria, Chi-square, Chi-square-df (C-df), Akaike information criteria (AIC), Browne-Cudeck criterion (BCC), Bayes information criterion (BIC), chi-square divided by the degrees of freedom and significance level. Communication with supplier and financial availability with 16 elements were considered in the questionnaire. Specification search was carried out build up the model on the collected data which identified two factors with 12 key variables.
Journal: Int. J. of Services and Operations Management
Pages: 480-493
Issue: 4
Volume: 31
Year: 2018
Keywords: lean manufacturing; small and medium enterprises; questionnaire study; specification search.
File-URL: http://www.inderscience.com/link.php?id=96169
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:480-493

Template-Type: ReDIF-Article 1.0
Author-Name: Najeeb Ullah
Author-X-Name-First: Najeeb
Author-X-Name-Last: Ullah
Author-Name: Mustansar Hussain Ranjha
Author-X-Name-First: Mustansar Hussain
Author-X-Name-Last: Ranjha
Author-Name: Muhammad Rehan
Author-X-Name-First: Muhammad
Author-X-Name-Last: Rehan
Title: The impact of after sale service and service quality on word of mouth, mediating role of customer satisfaction
Abstract:
The purpose of the paper is to investigate the effect of after sale service and service quality on word of mouth as well as testing the mediating role of customer satisfaction. Data were collected through a survey among telecom users in Pakistan. Two groups were sampled: customers who have experienced good or bad customer service. After sale service and customer satisfaction effect on WOM, the customer satisfaction fully mediates between after sale service, service quality and WOM. Hence, after sale service and service quality has significantly positive impact on WOM, overall effect the quality of relationship with customers. The paper has only tested the model and hypotheses in on telecom industry. Future researchers should test the same model using different industries reflecting different customer involvement levels. From this study, service managers can learn that investing in customer service in ongoing customer relations is 'the right thing to do' as it is linked to customer equity through customers' commitment to the firm.
Journal: Int. J. of Services and Operations Management
Pages: 494-512
Issue: 4
Volume: 31
Year: 2018
Keywords: after sale service; ASS; services quality; SQ; customer satisfaction; CS; word of mouth; WOM; telecom sector; TS; research project; Islamabad city; capital of Pakistan.
File-URL: http://www.inderscience.com/link.php?id=96170
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:494-512

Template-Type: ReDIF-Article 1.0
Author-Name: Dario Antonelli
Author-X-Name-First: Dario
Author-X-Name-Last: Antonelli
Author-Name: Giulia Bruno
Author-X-Name-First: Giulia
Author-X-Name-Last: Bruno
Author-Name: Teresa Taurino
Author-X-Name-First: Teresa
Author-X-Name-Last: Taurino
Title: Analysis of patient flows in elective surgery: modelling and optimisation of the hospitalisation process
Abstract:
Rationalising costs while guaranteeing a good quality of service is a challenge that healthcare systems are currently facing. In elective surgery departments, as operations can be scheduled in advance, the goal is usually to maximise the utilisation index of the operating theatre. Nevertheless, the optimisation of a single stage of the process is pointless without an efficient management of the entire routing from income to dismissal. The paper presents discrete events simulation of the actual patient flows in elective surgery exploiting the recovery logs of a hospital department. A UML activity diagram of the surgery process together with the collected hospital data have been used to build a stochastic model of queuing network, identify its parameters and conduct different simulated experiments in order to select the solution that best optimises the performances of the system. The simulation results have shown that there is a large variation in waiting times in correspondence to small variations of the average value of the inter-arrival times. Therefore, solutions that optimise utilisation indexes of both beds and operating theatres should consider a concurrent effort to reduce the variance of admittance processes, otherwise the waiting times will lengthen beyond acceptable limits.
Journal: Int. J. of Services and Operations Management
Pages: 513-529
Issue: 4
Volume: 31
Year: 2018
Keywords: healthcare systems; elective surgery; simulation; patient flow; unified modelling language; UML.
File-URL: http://www.inderscience.com/link.php?id=96171
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Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:513-529