International Journal of Services and Operations Management (146 papers in press)
Selling relationship quality to increase salesperson performance at the pharmacy industry
by Ida Bagus Nyoman Udayana, Naili Farida, Elia Ardyan
Abstract: The success of salesperson performance is determined by several factors. However, the factors influencing the success are still debatable. This study involved 259 salespeople by distributing 350 questionnaires. A random sample technique was applied in the study. The collected data were analysed using: non-response bias, Amos 21.0 and Sobel test. The results of the study show that the adaptive selling doesnt have a direct effect on the salesperson performance, but it has a significant indirect positive effect on the selling relationship quality. The customer orientation and the learning orientation have a significance positive effect on the selling relationship quality and the salesperson performance. Additionally, limitations of the study and areas for future research are presented in this paper.
Keywords: Pharmacy Industry; adaptive selling; selling relationship quality; salesperson performance; customer orientation; learning orientation.
Digitisation of traditional product using computer aided design technology: A case study on desiccant compressed air dryer
by D.T. Sunil, S.R. Devadasan, M. Vinod, K.S. Natarajan
Abstract: In order to face the competition, traditional manufacturing companies are required to evolve innovative products by digitising and virtually analysing them in electronic environment. Though digitisation can be carried out by making many technologies, computer aided design (CAD) is the technology that enables economical and compatible digitisation of the products. Hence, today, it is required to explore the way of digitising the traditional products by applying CAD technology. In the context of this realisation, a case study on digitising a traditional product by name desiccant compressed air dryer (DCAR) by applying CAD technology which is presented in this paper was carried out. The procedures adopted to create the CAD models of six subassemblies of DCAR and its assembly by using a CAD software package namely Creo Parametric 2.0 are described. Then the advantage of digitising the traditional products using the CAD technology is described. The article is concluded by stating that utilizing this kind of facilities that are available in CAD software packages will enable traditional manufacturing companies to become agile by quickly adding amazing features that will delight the customer.
Keywords: Digitisation; CAD; Mass customization; Agility; Air dryer.
A Pay-What-You-Want Pricing Model for Restaurants
by Vinaysingh Chawan
Abstract: A new method of pricing, known as Pay-What-You-Want (PWYW) has been successfully used in many contexts in the recent past. Success stories are in restaurants, museums, music albums, software, etc. The method where the buyer selects the price, possibly a zero price, and the seller accepts it, is a bit counter intuitive. Quite surprisingly, the PWYW pricing method has been used successfully, and some businesses have adopted it for selling their goods. We study the economic rationale behind the success of the PWYW pricing method, and analyze different situations using a simple model. Results show that the PWYW pricing method can be successful when there is a large proportion of fair-minded consumers, and a lesser proportion of free-loaders. Also, though a low marginal cost is beneficial for a PWYW method, it is not necessary. Sellers can choose to use PWYW pricing with reference prices that induce, but not bind, consumers to pay an appropriate price. Also, setting a minimum threshold price alleviates the problem of free-loaders, and the PWYW pricing method can be used profitably in the long run.
Keywords: Pay What You Want (PWYW); Pricing; Price Discrimination; Willingness to Pay; Price Discovery Mechanism.
Hybridizing Plant Propagation and Local Search for uncapacitated exam scheduling problems
by Meryem Cheraitia, Salim Haddadi, Abdellah Salhi
Abstract: The uncapacitated exam scheduling problem (UESP) is a well-known
computationally intractable combinatorial optimization problem. It aims at assigning
exams to a predefined number of periods, avoiding conflicts over the
same period, and spreading exams as evenly as possible. Here, we suggest a new
hybrid algorithm combining the Plant Propagation algorithm (PPA) and Local
Search (LS) for it. PPA is a population-based metaheuristic that mimics the way
plants propagate. To the best of our knowledge, this is the first time this idea is
exploited in the context of UESP. Extensive testing on the University of Toronto
benchmark dataset, and comparison against a large number of new as well as
well-established methods shows that this new metaheuristic is competitive and
represents a substantial addition to the arsenal of tools for solving the problem.
Keywords: Uncapacitated exam scheduling; plant propagation algorithm; local search; hybridization.
Predictive Maintenance Strategy to increase the Availability of Positive Displacement Pumps: A Case Study based in Ekurhuleni Base Metals in South Africa
by Surajit Bag, Lawrence Kau, Arie Wessels, Jan-Harm Pretorius
Abstract: The paper argues the use of the case research method to study predictive maintenance of positive displacement of Ekurhuleni Base Metals in Springs, Gauteng district of South Africa. The study covered detailed predictive maintenance techniques that was applied to these pumps to improve their availability and further reduced maintenance costs. The case findings were very interesting and it was observed that from the time predictive maintenance was initiated, the pumps never failed and production targets were also met successfully. Root cause and failure analysis also played an important role in finding the root cause failure of the electric motors. The results of Root cause and failure analysis proved that predictive maintenance increases the availability of positive displacement pumps. The current case study is unique in terms of providing detailed analysis and understanding of the subject matter. The results will add tremendous practical value to the maintenance teams working on a regular basis with positive displacement pumps.
Keywords: Predictive Maintenance (PM); Positive displacement pumps; Ekurhuleni Base Metals (EBM); Root cause and failure analysis (RCFA); Failure Reporting Analysis and Corrective Analysis (FRACAS); Computerized Maintenance Management System (CMMS).
Analysing the interactions of operational issues in sustainable supply chain: A framework
by Pawan Kumar, Darshan Kumar, Mahesh Chand
Abstract: For sustainable management i.e. environmental, economic and social issues in supply chain, there is an urge need to focus on operational issues. This current research presents a new decision making framework to facilitate this on the basis of questionnaire based survey in Indian industries. Nine operational issues in sustainable supply chain management are considered in this research for analysis. Regarding this, weighted interpretive structural modelling (W-ISM) an extended version of interpretive structural modelling (ISM) has been used to find effectiveness index and to identify the strong and weak areas, to establish a relationship and to identify driving and dependence powers among operational issues in sustainable supply chain management. The results of this analysis are highly beneficial towards society, environment perspectives for industries.
Keywords: Sustainable supply chain management; operational issues; W-ISM.
Mergers and Acquisitions Strategic Fit in Middle Eastern Banking: An NDEA Approach
by Peter Wanke, Md. Abul Kalam Azad, Henrique Correa
Abstract: Banking in Middle Eastern countries is well-known for its heterogeneity, small scale, and regulatory diversity. This paper presents an assessment of the strategic fit of mergers and acquisitions (M&A) in Middle Eastern banks. A network DEA approach is adopted to assess how several types of efficiency scores of the resulting virtually merged banks are impacted by contextual variables: global (merger), technical (learning), harmony (scope), and scale (size) efficiencies. When two banks are virtually merged in our analysis this means that the inputs and outputs of pairs of separate banks are virtually combined to test the efficiencies of the virtually merged entity, in an attempt to better understand the industry. The impact of contextual variables related to the ownership of the bank, its type, and origin is tested using a set of several robust regressions to handle dependent variables bounded between 0 and 1: Tobit, Simplex, and Beta. The results reveal that bank type, origin, and ownership impact virtual efficiency levels; however, the findings also show that harmony and scale effects have a negative impact on merged institutions due to the heterogeneity, regulatory diversity, and small scale size that prevail in the region.
Keywords: Banks; DEA; Mergers and Acquisitions; Middle East; Network; Robust Regression Analysis.
Taxonomies of Airline scheduling strategies: Cross-Regional Worldwide Analysis
by Saleh Alkhatib, Yazan Migdadi
Abstract: Airlines use different scheduling strategies to manage their operations. Selecting the right scheduling strategy that fit with the airline overall strategy is an issue. In the last few years, several airline scheduling problem studies have been conducted. Most of these studies have focused on the optimization side of the problem. This study aims to identify taxonomies of airline scheduling strategies based on cross-regional airlines analytical study. Scheduling data of 360 worldwide airlines have been collected, analysed, and therefore used to explain and classify airline scheduling strategies into anticipated taxonomies. Data were collected from five regions; Africa, Arab states, Asia and Pacific, Europe, North America and South/Latin America. Standardized ratings were developed and K-Means Clustering analysis was used to develop the taxonomies of airline scheduling strategies. This study revealed that; the adopted taxonomies of airline scheduling strategies are; intercontinental, focused intercontinental, focused/selective international and focused regional scheduling strategies. The widely-adopted taxonomy is focused regional and the least adopted one is the intercontinental. These new taxonomies build the theoretical base for next research areas in airline scheduling, and help airlines to find the best scheduling strategy that fitted their regional characteristics and/or corporate and operational strategies.
Keywords: Airlines Scheduling Strategy; Taxonomies; Cross Regional Analysis; Airline Operations; K-means Analysis.
Justification of Technology Innovation Implementation in Indian MSMEs using AHP
by Davinder Singh, J.S. Khamba, Tarun Nanda
Abstract: Small enterprises typically make a large contribution to manufacturing employment in poor countries. However, the developmental contribution of most of them is limited to generating subsistence employment of last resort. Hence, in the face of fast labor force growth and limited employment absorption in other sectors, developing country governments have mounted efforts to improve productivity and earnings in these firms. MSMEs constitute 80% of all enterprises globally. They contribute in providing job opportunities, act as supplier of goods and services to large organizations. MSMEs are defined by a number of factors and criteria, such as location, size, age, structure, organization, number of employees, sales volume, worth of assets, ownership through development and technology. The present study explores the significant of various factors contributing towards manufacturing performance enhancement of small firms using Analytical Hierarchy Process.
Keywords: Technology Innovation; AHP; Manufacturing Performance; MSMEs.
An Integrated Conceptual Model for Achieving Global Quality Service in Healthcare Establishments
by Gopi D, Pal Pandi A, Rajendra Sethupathi P.V, Paranitharan K.P, Jeyathilagar D
Abstract: Ever rising patients expectations demand quality healthcare service from Health Care Establishments (HCEs) for its sustenance which necessitated developing of a comprehensive quality healthcare model, for measuring the performance of HCEs. So, the authors developed a model called Integrated Quality Healthcare System (IQHS). IQHS is a bundle of the various quality management systems and concepts. It consists of ten important critical factors(CFs), extracted from extant literature reviews. The result has revealed that the critical factor Hospital Culture plays an important role in quality healthcare service, based on the mean values, calculated from the views of stakeholders and customers and the remaining nine CFs should be given priority to attain excellence in healthcare service. The proposed comprehensive model may fulfill the needs of stakeholders and customers in terms of upgraded quality of service, improved healthcare environment, reduced operating cost of HCE, patient satisfaction, patient safety and employees satisfaction.
Keywords: Healthcare establishment; Quality Management Concepts; Critical Success Factors; IQHS.
Reducing Rejections using Six Sigma: A case from Indian automobile component manufacturing industry
by Mohit Kaushik, Gaurav Chauhan, Kaliyan Mathiyazhagan, Ravindra Ojha, Mayank Kumar
Abstract: Quality is critical in the selection of a product as the customer demands a defect-free product. Six-sigma is a systematic approach based on datafor improvement of the process with an aim to reduce the number of defects to 3.4 parts per million opportunities. The approach has facilitated several companies to enhance the capabilities of their process and thereby improve the quality of their products and services. This paper addresses a cases study which involves the application of Define, Measure, Analyse, Improve and Control (DMAIC) methodology of Six-sigma to reduce the rejections in a connecting rod manufacturing facility. Its implementation has resulted in the reduction of rejection from 1.75% to 0.80% over a period of one year in the manufacturing plant. Due to reduction in rejection the estimated savings is in (to) the order of 0.9 million INR per annum.
Keywords: Six-sigma; Failure Mode and Effect Analysis; Why-Why Analysis; Single Minute Exchange of Die; Process Capability; and Measurement System Analysis; Reducing Rejections.
A Comparative Study of the Determinants of Business and Leisure Travelers Satisfaction and Dissatisfaction
by Xun Xu, Yibai Li, Allan Cheng Chieh Lu
Abstract: Travelers online reviews generate electronic word of mouth, which influences travelers hotel selection and customer demand. These online reviews contain an abundance of information about travelers hotel experiences, delineating their reasons for satisfaction and dissatisfaction. Using a text mining technique and latent semantic analysis, this study identifies business and leisure travelers satisfaction and dissatisfaction determinants and compares their relative importance. This study finds that determinants of business and leisure travelers satisfaction and dissatisfaction have different types and degrees of importance. Understanding specific needs and priorities of each group of customers helps hoteliers improve their performance. Hoteliers can use market segmentation strategies and electronic word of mouth to increase customer demand from specific traveler populations.
Keywords: Customer perception; business traveler; leisure traveler; service management.
PRE AND POST IMPLEMENTATION OF INTEGRATED HEALTH SYSTEM: A CASE STUDY OF LEADING GULF COUNTRY
by Habib Ullah Khan, Diaa Eldin ELSaied
Abstract: Far and wide, the benefits that organizations fetch because of the information technology are well known. However, this not same with all the players of the market as the healthcare domain in witnessing many such incidents, especially in developing countries. Saudi Arabias healthcare industry is one example of this situation. Though there are many initiatives being taken by various bodies to adopt integrated health system in the countries, they are not reaping the expected benefits due to the inefficient management of the implementation procedures. Thus, the present study considered the case of Magrabli Hospitals and Centers to understand the nitty-gritties of the health system implementation. Also, the factors that invigorate the process and the accrued the desired benefits are studied to suggest the prospective works. Along with the qualitative data collected through interaction with all the stakeholders, quantitative data is collected from 65 personnel who are in managerial cadre. Their opinion about the measurable dimensions (process improvement dimension, decision making dimension, financial dimension and operational dimension) is collected. The data is tested using basic descriptive analysis, correlation analysis and paired t-test. The analysis is performed using the statistical package SPSS and results are tested at 5% level of significance. The results revealed that there is much dependency among the sub-systems and they are working inter-twined to deliver the service effectively. The success attained by the implementation is apparent in the rating given to the measurable dimensions before and after the implementation as well as the significance of the results of the paired t-test. The limitations of the study are observed and necessary suggestions are provided for future researchers.
Keywords: Healthcare Information Technology (HIT); Health Information System (HIS); Process improvement dimension (PD); decision making dimension (DD); financial dimension (FD) and operational dimension (OD).
Application of value stream mapping for cycle time reduction in production of link and roller assembly
by VIJAYAKUMAR MANUPATI, CHAITANYA GANGAL, LEONILDE VARELA, MOHAMMADSADEGH MOBIN
Abstract: The advancements in manufacturing organizations are focused in the direction of reducing the cycle times, lead times and different manufacturing costs. Nowadays cycle time reduction is of paramount importance in a manufacturing industry. The customer not only emphasises on the quality of the product but also takes into consideration the timely delivery of the product. This trend has led companies to exploit lean manufacturing principles which concentrate deeply on the reduction of the cycle times. This paper proposes a framework for performance evaluation in the context of Indian manufacturing unit. The proposed framework and the developed methodology is capable of dealing with each stage of the considered manufacturing unit by maximizing the value of the product through minimization of waste. As a first step, the time required for all the processes in manufacturing of the links and rollers had been identified using time and work study. Thereafter, in the second part value stream mapping method (VSM) to determine the value added (VA) and non-value added (NVA) activities in the process. Moreover, to demonstrate the capabilities of the proposed approach, this framework is implemented for performance evaluation of production of links, rollers, and deck roller assembly of Indian manufacturing industry and some managerial insights are derived from the numerical results.
Keywords: Lean thinking concepts; value stream mapping; cycle time.
Drivers of Supply Chain Transparency and its effects on Performance Measures in the Automotive Industry: Case of a Developing Country
by Waqar Ahmed, Muhammad Omar
Abstract: In this competitive era, smooth flow of Information with clarity and consistency has gain lot of importance to improve effective and timely decision making for managing logistics and distribution. This research investigates the factors which are important to augment supply chain transparency. The study further examined the impact of supply chain transparency on the various supply chain performance indicators.
Partial least squares structural equation modeling (PLS-SEM) is applied through SmartPLS3.4.2 for an empirical validation of the proposed research model and to identify the factors contributing supply chain transparency (SCT) and outcomes of SCT on four performance indicators (i.e. operations, supplier, relational and technical performance). The questionnaire survey was utilized in this study. The survey was distributed to around 440 supply chain professionals associated with automotive companies in Pakistan, with 218 valid responses collected with response rate of 49.5 per cent.
The result reveals that supply chain transparency has a signiﬁcant positive effect on various dimensions of supply chain performance (SCP). SCT influences high on Operational performance and relational performance. It is further confirmed that strategies and factors like disintermediation (DI), formulization (FRM), supply chain coordination (SCC), supplier integration (SI) and trust (TR) contributes significantly on supply chain transparency (SCT). While FRM and SCC are the highest contributor in maintaining SCT.
This paper is the enhanced framework to measure the drivers and practices that impacts supply chain transparency and also explains the relationship of SCT with the various performance dimensions in the automotive sector of developing economy. The study will be beneficial for supply chain specialists in formulating strategies to improve distribution performance through improving transparency in their multitier supply chains.
Keywords: Supply Chain Transparency; Supply chain visibility; Disintermediation; System Integration; Trust; Formalization; Relationship; Operational; Technical and Performance; PLS SEM; Automotive sector.
Emigrants motivation business model for intention to participate in the Malaysia My Second Home program (MM2H)
by K. Jayaraman, Shin Yuin Khu, Shaian Kiumarsi
Abstract: In the modern days of advancement, people prefer to migrate from one country to another for change in lifestyle and better prospects in social, cultural, economic and environmental standards. A second home consideration deserves almost the same feeling of thoughts and importance as the primary residence. The Malaysian government is promoting Malaysia My Second Home (MM2H) program to attract more foreigners to settle down in Malaysia in order to boost the macro economy and tourism industry. The present article investigates the intention of Japanese and Indonesians towards choosing Malaysia as a second home. About 97 respondents participated in the primary survey of which 51 (52.6%) were Indonesians and 46 (47.4%) were Japanese. The respondents from both Indonesia and Japan have expressed almost similar average intention scores with moderate response to consider Malaysia as their second home. The findings of the study reveal that economic environment, social environment, political status, and retirement life were among the significant factors on the intention to consider getting a second home ownership. Surprisingly, the factors of attraction, safety and security were not found to be significant. It is understandable that only international tourists might consider destination attractiveness to be an important factor, but not second home seekers. Furthermore Malaysia is a safer country to live, compared to other ASEAN countries due to its latest sophistication and multiethnic culture.
Keywords: Second Home; Social Environment; Attraction; Retirement Life; Safety and Security; Migration; Malays.
Customers perceptions and reactions in waiting lines: lessons from a contact service environment in a developing economy
by Alexander Appiah, Cosmos Benjamin Osei
Abstract: This study took interest in evaluating customers perceptions in waiting lines, measured by time wastage, neglect and boredom and their innate reactions, measured by service abandonment intentions towards satisfaction, loyalty and reuse behaviour during and after service experience. We collected data from bank customers in five regions of Ghana. 251 out of 309 questionnaires distributed were returned and found usable for data analysis. Our findings reflect the banking industry of Ghana characterized by little service differentiation and similar customer characteristics across service firms. This studys findings validate extant works on service firms focus on their specific business dimensions while relegating the customer.
Keywords: perceptions; reactions; waiting lines; contact service; abandonment intent;
satisfaction; loyalty; reuse behaviour; developing economy.
Application of Multi Grade Fuzzy and ANFIS approaches for performance analysis of Lean Six Sigma system with sustainable considerations
by Ben Ruben R, S. Vinodh, Asokan P
Abstract: Lean Six Sigma (LSS) is a data driven world-class manufacturing strategy that aims at improving the firms competitiveness and operational performance through reduction of waste and process variation. Sustainable manufacturing aims at creation of manufactured products through economically viable processes that have minimal negative environmental impacts thus conserving natural resources and energy. In recent days, modern manufacturing firms are experiencing a paradigm shift where their core focus is to enhance their quality level with zero defects and also to improve their sustainable performance. In an aid to achieve this, manufacturing firms have started to adopt both LSS and sustainable manufacturing strategies in order to attain integrated benefits. After implementing the integrated strategies successfully, it is necessary to measure the performance of such systems to track the improvements and their sustenance. This article reports a research carried out to analyze the performance of LSS system integrated with sustainability considerations in manufacturing firms using Multi Grade Fuzzy (MGF) and Adaptive Neuro Fuzzy Inference System (ANFIS) approaches. During this research, a performance assessment model consisting of 6 first level dimensions and 30 Second level dimensions was designed to assess the performance of LSS with sustainability considerations. Data pertaining to the assessment was gathered from a manufacturing firm and computations were performed subsequently. The score based on MGF approach is found to be 6.74 and that of ANFIS approach is 6.51. Based on the output score of both the approaches, the case organization was found to possess Strong LSS performance with sustainability considerations. Based on the computed score, improvement actions were recommended and implemented subsequently for further improving the performance level. The study could facilitate improvement in LSS performance incorporated with sustainability aspects.
Keywords: Lean Six Sigma; Sustainable Manufacturing; Performance Evaluation; Multi grade Fuzzy; ANFIS.
An optimal policy for three-tier supply chain for processing an agricultural product with a stochastic demand
by S. M. Shahidul Islam, Md. Abdul Hoque
Abstract: Processed agricultural products are very common nowadays. Control of the management cost of these products plays an important role in delivering them to customers with reasonable prices. There are a few works on controlling this management cost in the literature. However, they are limited to a two-tier supply chain (SC) consisting of a single-manufacturer and a single-retailer. This study presents an optimal policy to a three-tier SC of processing an agricultural product with a stochastic demand, consisting of a single seasonal supplier, a single manufacturer and multiple retailers. A safety stock is maintained to meet extra demand. The objective is to identify the number of shipments and the shipment sizes in a cycle to be delivered to the manufacturer and the retailers in order to minimize the chain-wide costs of ordering, setup, shipment and holding. Both the algebraic and the classical calculus methods of solution to the problem are presented. We summarize both the methods in an algorithm using parallel multiple jumps technique to obtain global optimal integral solutions to problems. They provide the same solution to each of the numerical problems studied, two of which are presented here. Managerial insight of this model is highlighted with a numerical illustration.
Keywords: Agricultural product; inventory; lot size; stochastic demand; supply chain.
Leader Member Exchange (LMX) leading Service employee desired job outcomes and performance: An Indian evidence
by Mushtaq Siddiqi, Manvinder Tandon, Owais Ahmed
Abstract: Leader member exchange theory, being an emergent theory in leadership literature, has been associated with several desired job outcomes in past. However, least research is conducted regarding job outcomes like service employee satisfaction, trust and service performance particularly in an Asian context. To plug the gap, the current study examines leader member exchange in relationship with desired employee job outcomes like employee satisfaction and trust and its influence on service performance. The current study is also an endeavour to be first research study examining the relationship in Indian service industry with integration of insurance, banking and postal service organizations. The study is conducted in Kashmir region, the northern most part of India that offers valuable findings, implications and suggestions regarding betterment of leader member exchange quality, desired job outcomes and employee service performance.
Keywords: Leader Member Exchange; Job outcomes; job satisfaction; Employee trust; Service Performance.
Automated banks service quality in developing economy: empirical evidences from India
by Mohd Sadiq, Mohd. Adil, Mohammed Naved Khan
Abstract: The aim of this study is to examine customers perceived service quality, customer satisfaction, positive word of mouth (+WOM) and problems encountered at Automated Teller Machine (ATMs) of Indian retail banks. It also attempts to propose a modified and refined Parasuramans SERVQUAL scale relevant for the Indian context as also suggests a comprehensive model for measuring automated service quality at bank ATMs. A structured questionnaire, drawn together from literature, was used to collect data from a total of 219 ATM customers. The proposed refined scale has been tested for dimensionality, reliability, and validity and the research model was tested for validation through Structural equation model (SEM) using LISREL 8.50. Research results indicate that expectations of ATM patrons in India were not being fully met. The highest gap score was observed for dimension convenience followed by tangibles. Results also show that service quality and customer satisfaction effect WOM positively and significantly while problem encountered had a negative impact on customer expectations.
Keywords: Service quality; Bank; ATM; Automated teller machine; CFA; Confirmatory Factor Analysis; India.
Maximizing Manufacturers Profit in a Dual-channel Supply Chain with Disruption Risk
by Chieh Lee, Xun Xu, Chia-Chi Hsu
Abstract: With the rapid development of the e-commerce, more customer demands are generated through online sales channels. Together with traditional sales channels through retailers, the manufacturers need to implement the dual supply chain management to enhance their performance. However, both of the online and traditional sales channels might face various sources of disruption risks under the globalization and the high complexity of the supply chain network. Using a theoretical modeling approach, three industrial cases, and sensitivity analysis, we discuss the optimal pricing strategy of manufacturer in the dual channel supply chain with disruption risks. We find that the influential factors of maximizing profits of a manufacturer include its pricing strategy, product market share, disruption risk probabilities, and product distribution proportion between the online and offline channels.
Keywords: supply chain management; dual channel; supply chain risk; pricing; disruption risk.
A checklist for readiness evaluation of Participants area of AACSB standards
by Goutam Kundu, Jyoti Majumdar
Abstract: This paper aims to develop a checklist by carrying out a detailed analysis of the requirements of the Association to Advance Collegiate Schools of Business (AACSB) standards relating to the participants area, for evaluation of implementation readiness in a business school setting. The study adopted a multi-method approach for developing the final version of the checklist. The paper presents an articulated procedure that was followed for the development of the checklist. The checklist was developed and applied over the course of systematic reviews in a business school setting. The present study has developed the checklist comprising the requirements of the standards related to the participants area only. In the near future, the authors intend to develop checklists for the remaining areas of AACSB standards. The checklist presented in this paper should be useful to the academic institutions that are planning to implement AACSB standards for accreditation or are interested in changing their current processes following AACSB standards.
Keywords: Checklist; Accreditation; AACSB; Standard; Participants.
The impact of service quality in postal services: The mediating role of
by Salmi Mohd Isa, Shaian Kiumarsi
Abstract: This research explores the adoption of self-service technologies (SST) among customer in the postal service industry, specifically in postal service in Malaysia. A structured questionnaire was designed to elicit customer responses. Data were collected from 268 respondents but only 260 were found usable for the data analysis. The responses were analysed using the VB-SEM statistical technique using Smart-PLS software towards testing the proposed model. The research findings found that responsiveness, assurance and self-service technologies have significant relationships with customer satisfaction. In terms of mediation effect of SST, only reliability was found to have a positive relationship with customer satisfaction and SST were found to partially mediate the relationship of SERVQUAL dimensions and customer satisfaction. This study contributes to literature in the postal service industry especially in Malaysia in managing their customer satisfaction. It is evident that responsiveness drives the satisfaction of customers. The SST introduced by post office in Malaysia is useful tools for customers.
Keywords: Service Quality; Customer Satisfaction; Self-Service Technology; Postal Service.
The Impact of Emotional Intelligence on Work Life Balance Among the Faculty Members Performance in the Private Universities using Multivariate Analysis, Tamil Nadu, India - An Empirical Study
by Vasumathi Arumugam, Sagaya Mary T, Kameswara Rao P
Abstract: In todays competitive scenario of educational institutions, the ability to work with emotion is an vital part of any individuals skill set. The excellence in the performance of work is achieved at the cost of the personal life. Any human being expects an excellent living, it requires a balance between work life and family life becomes inevitable. Emotional Intelligence is an essential factor responsible for better performance in work and family life and it facilitate to minimize the stress. In this regard, the researchers have selected three private universities for the study to find out the impact of Emotional Intelligence on Work Life Balance among the faculty members performance in Tamil Nadu, India. The Discriminant analysis proved that there is a significant association between the universities and the determinants of EI and WLB. The conjoint analysis revealed the important attributes of EI and WLB and the best and least possible combinations for the impact of EI on WLB. The study found that the faculty members with high EI would plan their work properly which would helpful in avoiding long working hours and conducting meeting after office hours.
Keywords: Emotional Intelligence; Work Life Balance; Life Work Balance; Conflict; Stress and Performance.
Element-Capacity Difference Algorithm for Optimal Bin Packing
by Deep Shah, Aakash A, Vimal Samsingh
Abstract: In this paper, we consider the NP -complete problem of 1-D bin packing. In the Bin Packing Problem, a set of numbers or elements that need to be loaded in the bins are considered. The total load of the elements in any bin must not exceed the bin size or bin capacity. These elements must be packed or loaded in the bins in such a way that there is minimum amount of space left in it, and also the number of bins to be used is minimized. We present a new algorithm, which helps in tackling the bin packing problem, by giving optimal solutions in minimum time. The currently used algorithms require the elements to be sorted before loading. Our algorithm works in a way that avoids the sorting operation before loading, giving the same best fit results.rn
Keywords: Keywords—Bin Packing; Sorting; Optimal Solution; Element Capacity Difference.
Multi-Objective Assembly Line Balancing Problem Under Uncertainty using Genetic Algorithm
by Ferdous Sarwar
Abstract: This paper addresses the single-model multi-objective assembly line balancing (SALBP) problem with fuzzy processing time. A fuzzy optimization model is formulated for the problem. In the classical mathematical formulation of SALBP, the relevant data are considered deterministic. But, the data of the real world problems are imprecise, vague or uncertain, and then the input data can be only estimated as within uncertainty and this uncertainty may be represented by a fuzzy number. The concept of fuzzy numbers is introduced to treat imprecise data, such as the processing time of each task. Due to the NP-hard nature of the ALB problem, heuristics are generally used to solve real life cases. In this paper, an efficient heuristic have been proposed to solve the fuzzy multi-objective ALB problem. The proposed heuristic is Genetic Algorithm (GA) based with a special chromosome structure that is efficient to handle fuzzy job time through the evolution process. As the proposed algorithm finds out the optimum solution as a trade-off among several objectives, it outperforms the existing heuristics on several test cases. The proposed algorithm can be effectively used in the design phase of an assembly line.
Keywords: Assembly Line Balancing; Genetic Algorithms; Multi-objective optimization; Fuzzy numbers.
A Study on the Supplier Selection for Outsourcing in Irans Railway
by Mohammad Mehdi Movahedi, Nima Saeedi, Mehdi Fathabadi
Abstract: In today's competitive environment, industries are more vulnerable to economic changes. To help them keep better quality, higher productivity, and low costs, it is necessary to have a right strategy. Therefore, the goal of this paper is to introduce outsourcing strategy as a tool for enhancing the organizational productivity by selecting the best supplier. Consequently, first, 30 suppliers that provide services/goods to Irans Railway were selected and the amount of products/services provided by each supplier were determined in respect to the goals set by the company. Then the most important criteria were determined for the evaluation of the suppliers of Irans railway. Following, the suppliers' efficiency degree was determined using DEA method. Finally, the suppliers were ranked through crossing efficiency matrix. The results indicate that the supplier 25 is the most efficient followed by the suppliers 2 and 4 respectively.
Keywords: Railway; Outsourcing; Data Envelopment Analysis (DEA); Supplier Selection; Goal Programming (GP),.
The effect of the internet banking service quality on customer satisfaction (case study: Refah bank in Tehran)
by Ali Nazeri, Rahman Soofifard, Mohsen Ebrahimi, Ladan Bbayof
Abstract: With the advent of electronic banking services, quality of electronic services in electronic banking as a known competitive advantage has direct impact on customer satisfaction. The purpose of this study was to evaluate the impact of the internet banking service quality dimensions on customer satisfaction of Refah Bank in Tehran. Hypotheses of this study investigate the effect of features, functionality and beauty of the site, reliability, responsiveness, performance, efficiency, privacy, information security, system availability, ease of use, customers openness towards green technology and services of internet banking on bank customers satisfaction. The population of the study was all customers of Refah bank branches in Tehran in a sample of 400 people in which a standard questionnaire of 58 questions was administered among them. Hypotheses testing were done by PLS Smart structural equation modeling software. The results show that the eleven-dimensional electronic banking service quality of customer satisfaction in the study of e-banking services had a positive effect. In the meantime performance (fulfillment) factor has the greatest impact on the bank customers satisfaction.
Keywords: quality banking services; internet banking; customer satisfaction; partial least squares method.
Design of cellular manufacturing system for power press industry to reduce total traveling time by hybrid algorithm
by Manoharan Shunmugasundaram, V. Anbumalar, P. Anand, P. Sivakumar, S. Nagarajan
Abstract: Part family identification and Machine Cell formation are the two major steps in Cellular Manufacturing System. Cell formation is a complex process and there are several approaches for this purpose viz., Array based clustering, Agglomerative clustering, Mathematical programming, Graph partitioning, and Non traditional methods. The problem with first two approaches is that the quality of the solution is dependent of the initial part machine incidence matrix. A new algorithm for cell formation combining the techniques of array based clustering and agglomerative clustering is proposed. The above Proposed method is tested by using standard problems and compared with other method results for the same standard problems. Grouping efficiency is the most widely used measures of quality for Cellular Manufacturing Systems. The proposed algorithm is used to form manufacturing cells in a power press industry to increase productivity by reducing total travelling time.
Keywords: Cellular layout; Array based clustering; Agglomerative clustering; Hybrid algorithm; Total traveling time.
Classification of the critical success factors in sustainable supply chain management using interpretive structural modeling
by Hadi Shirouyehzad, Marsa Ghafourian
Abstract: Due to the negative effects of the current way of life and industry on mankinds future, sustainable development has become one of the main factors in organizations success. One of the strategies to achieve sustainable development is sustaining the supply chain of the organization and industries. Identification of critical success factors is essential for any organization in order to achieve the organizations goals and missions. This study tried to identify critical success factors of sustainable supply chain to prioritize and determine the level of each factor. Success factors were extracted using literature review and experts opinion. Then, the interpretive structural modeling was used to determine relationships and levels of each factor. Cultural and language differences was identified as the most influential factor and information and transparency was identified as the most impressionable factor in sustaining the supply chains. In addition, the results indicate a relatively strong relationship between identified factors.
Keywords: supply chain management (SCM); sustainability; critical success factors (SCFs); interpretive structural modeling (ISM).
Electronic Word-of-Mouth in the Mobile Service Sector: The Role of Service Quality and Customer Emotional Response
by Mohammed Alsaggaf, Kevin Lu, Xiaoying Li
Abstract: It is essential for mobile service providers to deliver high quality services that could attain customers positive emotions, as this will encourage them to spread positive eWOM in several platforms about the service. However, previous telecom service studies have failed to examine the impact of service quality on eWOM intention through customers emotions. This study aimed to investigate the effects of service quality on electronic word-of-mouth (eWOM) via customer emotional responses as mediators in the mobile provider industry. We developed a research framework based on stimuli-organism-response (SOR) theory that helps to analyse the aspects of service quality affecting customer behavioural intention. This research adapted a questionnaire for quantitative data collection. A total of 582 surveys are analysed using structural equation modelling. There are three main findings; first, this study indicated that service quality tangibility and empathy are not associated with customer pleasure. We further found that there is a positive relationship between customer pleasure from service quality and intention to engage in online reviewing. Third, across genders, there is a significant difference in the relationship between service quality and eWOM intention via the mediation of emotional response. Accordingly, the research findings enhance our understanding of how to evaluate the relationship between service quality, customer emotional response, and eWOM.
Keywords: Service quality; Electronic word-of-mouth (eWOM); Customer emotion; Customer behaviour; Structural equation modelling (SEM).
Manufacturing Excellence in the Indian Automobile Industry through Sustainable Lean Manufacturing: A Case Study
by Naveen Kumar, Kaliyan Mathiyazhagan
Abstract: Sustainable Lean Manufacturing (SLM) in automobile Industry is an important pillar of survival in this competitive world. SLM has focused on profit of an organization by ensuring sustained good quality products and meeting customer demands. In a competitive era, the present study focuses on developing a practical implementation of SLM and explains its practical implementation through descriptive models drawn by the researchers. This study focuses on implementation of lean manufacturing in the automotive industry in the assembly, machining and moulding shops. It special deals with all kinds of waste (overproduction, inventory, waiting, rework, and rejection) in the industry. After analyzing the waste level, it focuses on factors important to implementing lean manufacturing and provides a draft list of factors in the areas where the industry is found to have some gaps. With the help of an earlier research model, the lean implementation Gantt chart is made following the researchers guidelines. After lean implementation, waste in industry is reduced as per the target setting; and the focus now shifts to sustainability of the implemented action. The changes added for sustainability of the system consitute guidelines so that if there is any change in organization actions, sustainability is still ensured.
Keywords: Manufacturing excellence; Sustainable lean manufacturing; Waste; Automotive industry; Case study.
The Impact of Management Social Intelligence on Socio-Cultural Advertising Effectiveness (Case Study: Socio-Cultural Advertising of Isfahan City)
by Seyyed Fathallah Amiri Aghdaei, Hadi Teimouri, Seyed Hasan Hosseini
Abstract: This study was conducted to analyze the effect that social intelligence of managers could have on socio-cultural advertising effectiveness in a number of organizations engaged in socio-cultural advertising in Isfahan city. The statistical population consisted partly of the executive officers and experts in 9 selected organizations who were involved in development of socio-cultural advertising. In addition, for assessment of the socio-cultural advertising effectiveness, the citizens exposed to this advertising were addressed as well. Due to the large number of the latter group, using Cochran formula for infinite population the sample size was set at 320. For collection of the required information, two standard questionnaires, The Troms
Keywords: socio-cultural advertising effectiveness; social intelligence; social awareness; social information processing; social skill.
Inventory lot-size policies for deteriorating items with expiration dates, advance payments and shortages under trade credit
by Tharani Subbaih, Uthayakumar R
Abstract: For deteriorating items with seasonal demand, it is assumed that the payment will be made to the supplier in three consignment such as a fraction ofrnacquisition cost is prepaid and the remaining cost is divided into two payments.rnThis paper provides a better bound for both vendor and buyer and also morernbenecial for both retailer and buyer which does not concern the status of thernmember . The model is derived under three dierent circumstances dependingrnon the time of occurrence of shortages, credit period and cycle time. We thenrncharacterize the optimal replenishment cycle time and optimal total cost byrnproviding the theorem and lemmas . Finally we run numerical examples tornillustrate the problem and provide some managerial insights.
Keywords: Inventory; Prepayments; Trade credit; Maximum lifetime.
Identifying and evaluating cognitive factors influencing the acceptance of mobile payment services
by Arash Shahin, Hamze Kazemi Mahyari
Abstract: The aim of this study is to identify and evaluate cognitive factors influencing the acceptance of mobile payments services (MPS). For this purpose, eight cognitive factors have been identified, a conceptual framework has been developed and the construct relations have been determined. Data has been collected from 2010 Iranian students. Structural Equation Modeling (SEM) has been used for data analysis. Findings imply that perceived compatibility, perceived usefulness, perceived ease of use, perceived risk, perceived security and trust and perceived enjoyment influenced acceptance of MPS. Perceived expressiveness and perceived trust did not influence acceptance of MPS.
Keywords: Cognitive factors; Mobile payment service; Technology acceptance; Structural Equation Modeling.
Evaluation and Improvement of Service Quality in Information Technology Department of a Detergent Production Company Using the SERVQUAL Approach
by Mohammad Javad Ershadi, Seyed Taghi Akhavan Niaki, Razieh Sadeghee
Abstract: Nowadays organizations are seeking for effective ways to compete with their competitors. The information technology (IT) service is an integral parts involved in internal services, the ones usually associated with high costs. Therefore, performance appraisal of the personnel of IT department is one of the most important tasks of organization managers. In this paper, various common appraisal models used to evaluate service quality are first introduced. Then, the SERVQUAL model is selected and customized for quality evaluation of IT departments. A case study is next presented for the application of the SERVQUAL model in performance appraisal of the IT department of a detergent producer company. In addition, a gap analysis is used to investigate the weaknesses and strengths of the IT unit. To this aim, a radar chart is applied on the data obtained from questionnaires. Analyzing the results shows that the courtesy is the main influential factor in view of the customers followed by reliability, empathy, tangibility, assurance, and responsiveness, respectively. Finally, some corrective actions are proposed to improve the performance of the IT staff.
Keywords: Service quality; Information Technology; SERVQUAL; Gap analysis.
Evaluation of improvement programmes in a job-shop context by simulation models
by Paolo Renna
Abstract: The continuous improvement is important to increase the companys competitiveness in today's market. The decision on the improvement programs areas is relevant to improve the enterprises performance. It is essential where to focus the investment efforts available among the different areas of the manufacturing system. In this paper, the main areas considered are: process time variability, reliability of the machines, set-up times and product defects. This paper tests the improvement programmes centralised, distributed and proposes a proportional policy by simulation models in a job shop context. The simulation experiments consider the following issues: the process time of the bottleneck, the number of bottlenecks, the degree of variation in process time, the average utilisation of the manufacturing system and the process time of the bottlenecks. The simulation results highlight how the choice of the improvement policy is not relevant when the manufacturing system has a low or high utilisation. The centralized approach leads to better results, while the proposed approach is competitive when the bottleneck may shift from one machine to another.
Keywords: job shop; allocation of improvement programmes; continuous improvement; discrete event simulation.
An Empirical Study on Integrated Manufacturing System Practice in Indian Industries - A Structural Equation Modeling Approach
by Paranitharan K.P, Ramesh Babu T
Abstract: In the context of severe competition, the manufacturing organisations are looking for an appropriate system to achieve sustainable development, which has prompted to develop a suitable integrated system. The authors have developed an integrated model namely Integrated Manufacturing Business Excellence System (IMBES). This model which is a comprehensive one blended with the global manufacturing management concepts namely ISO 9000:2008 QMS, ISO 14001:2000 EMS, OHSMS 18001:2007, knowledge management, total quality management, total productivity management, Six-Sigma, lean manufacturing, agile manufacturing and sustainable manufacturing by drawing ten critical factors from the above concepts. The main objective of this paper is to study the relationship between the critical factors of IMBES and the manufacturing performance through managers perspective. The result of the empirical study revealed that the ten successful critical factors have significant positive relationship with IMBES implementation to achieve manufacturing performance excellence if practiced in a full-fledged manner.
Keywords: Integrated Management System; IMBES; Integrated Model; Structural Equation Modeling; Manufacturing Industry.
The Impact of Modern Information Technology on Customer Satisfaction Considering the Mediating Role of Organizational Health
by Naser Moghaddasi
Abstract: Today, an organizations survival and continuity is based on use of information technology (IT). Without IT, using modern approaches in the organization and even competition with others would be impossible. With respect to the many developments in IT, the customers of each organization would expect more from them. The goal of current research is assessing the impact of modern IT on customer satisfaction with mediating role of organizational health. This research is categorized among the descriptive-correlational and an applied in the nature. All consumers of oil products including 267 people have been chosen. The presented model tested by use of structural equation modelling, specifically, partial least squares (PLS). Based on the hypothesis testing, ease of use, speed, accuracy, reliability and accountability as six components of modern IT have positive and meaningful impact on organizational health. Finally, the impact of organizational health on customer satisfaction confirmed. Based on these findings, it can be said that the modern technologies have positive influence on organizational health which leads to customer satisfaction. Our approach and findings have significant implications for managing customer satisfaction in the services industry.
Keywords: modern IT; electronic services; customer satisfaction; organizational health.
Improvising the six row manually operated paddy seedling transplanter through value engineering
by Mohan M, Sundararaj G, Devadasan S.R., Murugesh R
Abstract: In this paper, a research in which value engineering principles were applied to improvise a six row manually operated paddy transplanter has been reported. While pursuing this research, the classical approach called value engineering job plan was followed. By following this approach, the value of six row manually operated paddy transplanter was enhanced by carrying out the activities systematically and scientifically in eight phases by using appropriate tools. On executing these phases, the cost and weight of the parts involved in manufacturing the six row manually operated paddy transplanter were reduced by 38.79 percentage and 39.93 percentage respectively.Furthermore, eight components have been removed in the newly improvised six row manually operated paddy transplanter. The outcomes of the research reported in this paper have revealed that the application of value engineering job plan has facilitated to enhance the value of the six row manually operated paddy transplanter.
Keywords: Paddy transplanter; value engineering; creativity; idea generation; brainstorming; team building.
Application of Fuzzy Axiomatic Design for prioritization of sustainable manufacturing strategies for an automotive component manufacturing scenario
by Thirupathi RM, S. Vinodh, Priyanka Shinde
Abstract: Sustainable manufacturing enables automotive component manufacturing organizations to develop products with minimal environmental impact. Appropriate strategies need to be deployed to facilitate development of ecofriendly products and processes. This article presents a study in which eight sustainable manufacturing strategies were analyzed and prioritized using Fuzzy Axiomatic Design (FAD) methodology. Triangular fuzzy numbers were employed for expressing the inputs related to criteria of sustainable manufacturing, as real world experience has difficulty in measurement together. Expert team inputs were obtained and Total Information Content (TIC) values were calculated for all strategies. Strategy with least TIC value namely Auditing tools was the best alternative. The prioritized strategies were being subjected to implementation in the case organization. Effectiveness verification of the implementation need to be carried out after a defined period by the organization through actual measurement.
Keywords: Sustainability; Sustainable Manufacturing; Fuzzy Axiomatic Design; Triangular Fuzzy Numbers; Strategy; Automotive industry.
Linkages of QMS and Soft EMS: Perceptions of Operations Managers as Modelled by SEM
by Amjad Khalili, Md Yusof Ismail, A.N.Mustafizul Karim, Mohd Radzi Che Daud
Abstract: Empirical studies in the contemporary Operations Management (OM) literature are found to be inadequate to explore whether the ISO management standards specifically, Quality Management System (QMS) and Environmental Management System (EMS) are integrated together in the same enterprise or not. This paper aims at investigating the linkages among the QMS and Soft dimension of Environmental Management System (SEMS) and establishing their associative relationships. In this context a conceptual model is initially developed and subsequently examined in the Malaysian manufacturing industries in an empirical manner. The primary data, gathered from a sample of 329 Malaysian industries through a structured questionnaire, were analyzed using techniques from both SPSS 22 and Structural Equation Modeling (SEM). Both Principal Component Analysis (PCA) and Confirmatory Factor Analysis (CFA) were utilized from SPSS 22 and AMOS 22 respectively. Findings show that the postulated hypothesis is both statistically and practically significant. Hence, the hypothesis is supported which reflects that both the ISO standards (QMS and Soft EMS) can be integrated together in the same enterprise, and reiterates provisions for manufacturers to endure practicing these management standards to sustain their operations
Keywords: QMS; Soft EMS; AMOS; integration; Malaysia.
A conceptual framework for the assessment of sustainability indicators using IF-THEN rules approach: A case study
by Jayakrishna Kandasamy, Vinodh Sekar, Vimal KEK
Abstract: Emerging business distinguish sustainability as an imperative concept for continued existence in the competitive world. Sustainability is the critical intersection between factors like manufacturing and product design practices and environmental issues and concerns. Being clear about the organizations purpose and taking into deliberation, the needs of all the organizations stakeholders, consumers, human resources, business associates, governments, local communities and the public is important for achieving sustainable development. The objective of this study is to assess the extent of environmental, economic and social indicators prevailing in the case organization using a comprehensive framework. A refined comprehensive model for encompassing sustainability indicators was developed. IF-THEN rules approach was used to evaluate the current sustainability level of an Indian automotive component manufacturing organization. The implementation disclosed that the organization is sustainable to an extent of 60 percent. The article also exemplifies the gaps and proposals for the improvement of the sustainability level. The recognized proposals were subjected to implementation in the case organization.
Keywords: Sustainable development. Sustainability indicators. Sustainability assessment. IF-THEN approach. Composite sustainability index.Fuzzy methodrn.
Collaboration Impact on Social Well-being for Business Sustainability: A Case Study of a Malaysian Water Treatment SME Company
by H.M. Belal, Siti Norezam Othman, Mohamad Faizal Ahmad Zaidi, Kunio Shirahada
Abstract: The significance of sustainability in present-day business is a critical issue. Companies realized that there is a critical need to sustain in global business competition and this depends upon demographic, social, and economic contexts. Many organizations, both in developed and developing economies, are trying to add customer-value solutions by adding the service concept onto their core product with the aim of gaining competitive advantage, which is known as servitization. However, there is a debate that adapting servitization in a product-based company is not always favorable for business sustainability, due to its resources and time-based requirements as well as increasing operational cost. In view of that practical issue, companies need to integrate more of the service concept into their offerings, including service solutions that can enhance social conditions and recipient aspects. Addressing social issues while transforming its well-being service solutions successfully is an arduous task as strategic collaboration and action with appropriate partners are required, of which can be extended to the local government agencies as well. This study demonstrated how collaboration advances the manufacturing-based industry to transform its business structure as a social service-oriented and well-being solution, thereby being able to sustain its business vis-
Keywords: Service; well-being solution; SMEs; corporate collaboration; water management; sustainability.
Exploring Consumer Power Triggers in Retail and Service Settings
by Apiradee Wongkitrungrueng
Abstract: This paper explores service elements that influence consumers sense of power, which is known to affect consumers attitudes, feelings, and behavioural approach/inhibition. A critical incident technique is used to collect data about shoppers experiences. The findings indicate that a consumers sense of power manifests as freedom, respect, and control and can be induced by a consumers own resources as well as the characteristics and behaviours of store atmospherics (design and social factors) and the service protocols guided by the service policy. Understanding power triggers has potential implications for designing and managing service elements to ensure consumer satisfaction with in-store services.
Keywords: power; control; atmospherics; salesperson behaviours; other customers; service settings.
Organizational management through performance indicators
by Liane Mahlmann Kipper, Elpidio Oscar Benitez Nara, Julio Cesar Mairesse Siluk, Cristian Caurio, Andre Luiz Emmel Da Silva, Juliana Ipê Da Silva
Abstract: The performance indicators are essential for showing with clear measures the company's performance, according to the information needs exposed by the administration, however is a need to move forward in the process to promote the strategic alignment and prepare them for implementation of the strategy. This research aims to propose a method of support for the improvement of management of companies through the integration of processes with the strategic guidelines. The method was developed from the combination of a strategic management methodology based on performance indicators and process management. The results with the partial application of the method were satisfactory because they show that it extends the vision of the manager and approaches the operational and the strategy. This contributes not only in the case of the organization analyzed, but also for companies from other areas of activity, in order to perform a more effective and competitive management.
Keywords: Strategy; Measurement of performance; Business Process Management (BPM); Performance Indicators; Balanced Scorecard (BSC); Strategy management.
Examining the Service Value Chain of Hypermarket Retail Brand Value in Malaysia
by Hasliza Hassan, Muhammad Sabbir Rahman, Abu Bakar Sade
Abstract: Understanding the behaviour of shoppers in hypermarket retailing has become crucial to discover the new potential to enhance the existing shopping experience. This research focuses on how the hypermarket retail brand value is built through the available service facilities by looking at the experience of shoppers and brand personality through a quantitative cross-sectional study. Based on structural equation modeling analysis, it is found that the shopping experience can be stimulated based on the available hypermarket services that are available in the hypermarket. This, indirectly, can also enhance the overall brand personality and brand value of the hypermarket retail brand. The key factor in developing hypermarket brand value is emphasizing the service facilities that are provided in the hypermarket. The strength of the basics and the enhancement of the service facilities will influence the positive shopping experience and brand personality, which will provide a high return for the brand value. The findings are expected to provide insights for researchers and practitioners concerning the service value chain of hypermarket retail brand value.
Keywords: experience; hypermarket; personality; retail; shopping; value.
Towards the criteria to product-service system: new challenges and contributions
by Daniel Battaglia, Miriam Borchardt, Giancarlo Medeiros Pereira
Abstract: This research analyzes which criteria were considered by the firms when offering a PSS and how these criteria contribute on the business processes and relationships. The research procedures include the identification of the PSS criteria, an academic validation carried out in conjunction with researchers on this field as well as being discussed the results. To literature review, the databases of Scopus, ScienceDirect, CIRP Annals, and Procedia CIRP were used. The study indicates that the incorporation of the product-service culture contributes toward the improvement of the services offered by the companies. The existence of a more effective process integration can be of vital importance to ensure a full PSS delivery. The suitability of the internal processes and the structure go hand in hand with the relationships developed with the business partners for a better adjustment of the market offering. Sustainability invariably results in a more proactive management. The study makes a preliminary reflection on the contribution that PSS criteria brings to the management of businesses and opens up new perspectives and challenges.
Keywords: Servitization; product-service system; PSS criteria; offering; development; contributions; barriers; challenges; process; relationships.
A Neural Networks Model for Green Supplier Selection
by Hansa Lysander Manohar, Ganesh Kumar Ramesh
Abstract: There have been studies on supplier selection in the past. But organizations today are also interested in evaluating their suppliers on green and sustainability criteria. With increasing awareness of green and sustainable processes and products, there is pressure on the organizations to select only green suppliers for their operations. While this is a step towards more responsible organizations, managing the suppliers of an organization becomes an important task. This clearly warrants a structured approach for evaluation of suppliers on green and sustainability criteria. This paper models the relationship between these criteria and the supplier selection. A Neural Networks model is used for analysis of the data obtained from samples in the Indian Automotive industry. MATLAB is used for analysis of the Neural Networks model. This model captures any non-linear relationship between the inputs and performs better compared to many other techniques. The output of the Neural Networks model is used for rating a supplier and hence to arrive at a decision. This model is helpful for managers as it acts as an objective assessment criterion for suppliers.
Keywords: Green Supplier Selection; Sustainability; Green Supply Chain Management; Feedforward Neural Networks,MATLAB.
Waste Management by application of quality control tools in the manufacturing Industry- A case study
by Deepinder Singh, Jagdeep Singh, Harwinder Singh
Abstract: Waste Management (WM) is a multi-disciplinary activity involving engineering principles, economics, urban and regional planning, management techniques and social sciences, to minimize the overall wastivity of the system under consideration. This study attempts to improve the performance of magnetic particle inspection machines, remove fire hazardous and reduce the use of kerosene oil using application of root cause analysis through quality control tools in manufacturing Industry. With implementation of tools modified action resources are improved which leads to continuous improvements in productivity and product quality in the organisation.
Keywords: Waste Management; magnetic particle inspection machines and quality control tools.
Supply Chain Management in the Services Industry: A Study from a Middle-Eastern Country
by Arthur De Souza, Abubaker Haddud
Abstract: This paper examines how operations from services providers are nowadays positioned regarding the effective management of service supply chains by assessing the existence of process for selection of strategic suppliers, model of services contract most utilized with suppliers and customers, common practices applied to the management of services demand, and how the discipline of supply chain management is currently understood by local practitioners from the services sector. The primary data was collected through the use of an online survey applied along leaders and managers from services organizations operating in the marketplace of a Middle-Eastern country.
The results revealed that the participated professionals from the services sector demonstrated a very good understanding of the concept of supply chain and how improvements can be obtained in the level of competitive advantage. Such improvements are gained by applying the best practices from SCM to the development of services level and business performance through an effective management of the demand and supply; however, the understanding of the concept of SCM is still narrow and not so clear for the majority of surveyed practitioners within the services sector. Fixed price contract remains the most utilized model of contract with customer and strategic suppliers. Although best practices for demand management were recognized by local practitioners; outsourcing and vendor management inventory practices are not yet effectively explored by local services provides.
A contribution to the academic body of knowledge in the field of Operations and Supply Chain Management has been achieved by the results from this study. This is achieved through the development of a better comprehension of how the concept of supply chain management is understood by local practitioners and to what extent some of the best practices are currently applied within operations of services organizations to the management of local product-service supply chains and an effective provision of maintenance and repair services.
Keywords: Supply chain management; product-service supply chain; services providers; practices; models; Middle East.
Carsharing customer demand forecasting using causal, time series and neural network methods: A case study
by Anjali Awasthi
Abstract: Carsharing services are becoming popular in recent times. Deploying right number of fleet at stations is a critical component in assuring high quality service for customers. This can be done efficiently if customer demand is predictable or known in advance. In this paper, we address the problem of customer demand forecasting for improving carsharing operations. Three categories of methods namely causal (regression forecast, regression forecast with seasonality adjustments), time series (exponential smoothing, moving average) and neural networks are evaluated for forecasting customer demand. An application of the proposed methods on demand data from a carsharing organization called Communauto is provided. The results of our study show that neural network is the best method in this prediction.
The proposed work has strong practical applicability. Having an accurate forecast of the customers demands in different times of the year can help increase customer satisfaction and reach business performance targets. Especially if electric vehicles are used in carsharing companies, since they require special infrastructures.
Keywords: Demand forecasting; carsharing; regression; exponential smoothing; moving average; neural networks.
Impact of Consumer Education and Knowledge on Purchase Intentions within Services Industry: A Study of Symbiotic Analysis in Mexico
by Rajagopal , Ananya Rajagopal
Abstract: This study is carried out in Mexico with an objective to analyse empirically the role of education in a transforming services marketing strategies of the firms. The study is carried on in Mexico through pragmatic investigation among the consumers subscribing to the communication and entertainment services. The analysis of primary data is developed around the theory of action that demonstrates the skills and confidence of individuals or groups towards making decision in acquiring or hiring services to improve their quality of life. The results of the study reveal that knowledge acquired on the services and value perceived by the consumers play key role in determining the intentions to purchases services. This study meticulously rows several arguments on how consumers with high level of education scrutinize the benefits offered by the firms marketing their communication and entertainment services, and build their value propositions on the services bought or contracted.
Keywords: Consumer knowledge; purchase intention; consumer behaviour; operational efficiency; services marketing; Mexico.
Healthcare Relational Coordination: A Review on Parameter Selection for Modified High Performance Work Practices
by Kamatchi Thirupathi, Palaniappan PL.K.P.
Abstract: Top 25 global supply chains emphasize the role of Supply Chain Management Professionals and the Relational Coordination (RC) which known as the vital element for success. RC is essential for manufacturing and service supply chains the invisible bonding element. It involves several stages of the supply chain such as sourcing and procurement, managing operations and all logistics management activities. Importantly, it also includes coordination and collaboration with channel partners, suppliers, intermediaries, third party service providers and customers. RC captures the relational dynamics of coordinating work. RC offers a flexible and measurable network concept of teamwork based on roles and is associated with a wide range of performance outcomes and embedded in a model of organizational performance. Research findings suggest that the strength of relational coordination ties among participants in a work process depends on several parameters such as quality, efficiency, client engagement and workforce engagement. Typically, healthcare service operations deals with humans and success of technical part depends on several care parameters that result in increased quality, improved clinical outcomes, shorter length of stay, improved patient satisfaction, patient engagement, staff satisfaction and staff resilience. The open research question is how to select influencing parameters when the health care service provider uses relational coordination to achieve the above end results. To address this query, we carry out a systematic literature review using past studies during last ten years, i.e. from 2006 to 2016 to identify vital relational coordination parameters. Using relevant studies this paper clusters health care parameters and develop propositions relating parameters with the desired objectives of the health care service provider. This study is useful for health care service supply chains professional to select suitable relational coordination parameters according to their desired outcome.
Keywords: Relational Coordination; Supply chain; Healthcare Parameters.
Modelling the drilling crew induced process disruption factors using an ISM MICMAC approach
by Gowri Rajagopal, Raju Ramasamy
Abstract: Process disruption is a damaging situation in the petroleum sector as the industry involves heavy investments. In petroleum drilling operations, process disruption is inevitable mainly due to the many risks involved. The drilling crew related risk is one such potential cause of process disruption. In this paper, various drilling crew induced issues were identified through literature survey and expert discussion. The identified issues are categorised under respective Crew Induced Process Disruption Factors. These disruption factors are analyzed for their potential to disrupt the process, using Interpretive Structural Modelling framework. Based on the driving and dependent potential of individual factors, they are clustered under Autonomous, Dependent, Linkage and Independent risk factors with the help of MICMAC approach. The analysis shows that Psychological, Physiological and Cognitive risk factors have a high driving potential for process disruption, whereas Leadership, Technical prudence and Interpersonal-relation factors have low driving potential and depend on other three factors to disrupt the process. The findings of the study could give valuable insights to rig managers, supervisors and decision makers in analyzing their drilling crew and developing effective protocols and policies to enhance the crew climate and reducing Crew induced process disruption.
Keywords: CIPDFs; Disruption Factors; Drilling Crew; Interpretive Structural Modelling; Leadership; MICMAC analysis; Process Disruption.
An effective model and algorithm for two-stage assembly flow shop problems
by Bahman Naderi, Mina Mahabadpour, Mohammad Mohammadi
Abstract: The assembly scheduling has been recently become an active field of research. Among different assembly problems, the flow shop one is the most active one. A mathematical model and some algorithms are already developed for this problem. Yet, both available model and algorithms are unfortunately ineffective. Therefore, we have been thinking of developing an improved mathematical model as well as a new powerful algorithm for the problem. The model is in form of mixed integer linear programming model and the algorithm is a novel teaching-learning based optimization algorithm. The proposed model and algorithm are evaluated by comparing with available model and algorithms for performance. All the experiments show the superiority of the proposed research materials.
Keywords: Two-stage assembly flow shop scheduling; mixed integer linear programming; teaching-learning algorithm.
Work life balance of Women Labors in Tannery Industry- A Comparative Empirical Study
by Prithi S, Vasumathi Arumugam
Abstract: Work life imbalance is a common issue faced by every working woman in any organization with varied demographic profile such as educational level, job position, income and experience. Each working woman faces many challenges and juggles between the responsibilities for bringing a balance between work and family. The dissimilarity among them was the work, domestic environments and people around them. Many literatures pointed out the issues and challenges faced by a working woman, tussles to fulfill their responsibilities in both work and life. Support provided by the organization or the family members will be helpful for them in facing everyday challenges at minimum level. Due to heavy work pressure, many working women were unable to spend time for personal and family commitments which leads to conflicts in work and family life. By considering the work life balance issues faced by women employees in the world, the comparative study was conducted to find the work life balance of women labors in tannery industry in two districts of Tamil Nadu. The well-structured questionnaire distributed to 50 women labors in each Region. The findings obtained from the data analysis by using statistical techniques such as Correlation analysis, Chi-square test and ANOVA. Interested findings obtained from the constructs analysis of the marital status and conflicts faced by them in the work and family life.
Keywords: Challenges; juggles; responsibilities; work pressure and work life balance.
Lean strategies to overcome low volume and high variety for enhanced delivery performance
by Ramachandran G.M
Abstract: Global competition have made customers to pick and choose application specific customized products or services. At situations the market demands low volume and high variety products (LVHV). Lean manufacturing (LM) methodology is growing in parallel in this era, as it reduces and or eliminate waste and strengthens firms competitiveness. It is seen that in mass and batch production firms, the results of lean were significant but when applied to LVHV, the results were limited. This paper reviews the various challenges that are involved in LVHV product manufacturing firm and detailed analysis performed in supply chain delivery performance that is on time receipt of material (OTR). This paper considered real time data of industrial valve manufacturing company that produces LVHV products. Analysis is performed on the firms product level sales volume and variety then component level purchase data analyzed for firms order lead time and supplier delivery time to conclude that restructuring is required in the firms operations towards improving the order lead time for LVHV components procurement through suitable lean strategies.
Keywords: Low volume and high variety; Lean manufacturing; supply chain; purchase; on time receipt; delivery performance.
Womens Emotional Intelligence and Power Structure in Family(Case Study: School Teachers of Khoy City)
by Seyed Hasan Hosseini, Yaser Sayadi, Mahdi Samimi, Ali Darikandeh
Abstract: Present study explores the relationship between emotional intelligence and power structure in family sphere of the female school teachers in the Khoy city. Emotional intelligence is measured by five core skills of self-awareness, self-management, self-motivation, social-awareness, and relationship management in the EQ model of Bradberry and Greaves (2007). The required data was collected using a researcher-made questionnaire designed based on the existing research literature which after being verified for content validation, construct, and internal consistency was distributed among 291 respondents chosen from among the target population with a total size of 1200 women teachers within Khoy city. Data analysis using structural equation modeling (path analysis) in LISREL environment indicated a statistically significant inverse association between womens emotional intelligence and power structure in family of the teachers in Khoy city, confirming the research main hypothesis at 95 percent confidence interval. That is to say, the more collaborative the power structure tend to be, the higher the emotional intelligence of women becomes. In addition, according to the obtained results from test of the sub-hypotheses, the dimensions self-awareness, self-management, and relationship management were significantly associated with power structure in family life of the school teachers.
Keywords: power structure; emotional intelligence; family; School Teachers.
Case Study of SAP Implementation in a Corporation Network Plant
by David L. Olson, Zach Bochek
Abstract: Firms face the challenge of integrating systems under an enterprise resource planning (ERP) system that allows a company to analyze and utilize live data to manage product, people, and operating strategies. ERPs can leverage these resources to operate with the best cost and lowest inventory, better matching supply with demand. Many times ERPs are adopted seeking benefits without due consideration on the costs of implementation. This case highlights these implementation costs for a single plant in an international company network to provide insight into the challenges faced. Findings are that in this global organization, there was a strong tendency for upper levels to impose BPR and direction that did not always match local needs. The effectiveness of local training is evaluated, with clear need to provide more resources in terms of time for super project module leads, and more face-to-face training as opposed to global Web training from the corporation.
Keywords: Enterprise Resource Planning (ERP); installation project; training.
Strategy for enhancing ferry service in Ceuta Port
by César López-Ansorena
Abstract: This article presents a methodological framework for enhancing ferry service across the Gibraltar Strait. The study examines the opinion of users and then proposes an Action Plan for enhancing the quality of service. The actions are classified according to a priority index which is computed with the following attributes: Feasibility, Relevance, Economy, Legal Requirements and Demand. Then the actions are grouped according to their priority index into three levels. Two are the main findings of the study. From the customer point of view, the overall service level of the Port Authority is sufficient, while the overall service level of the ferry operators is still low. In regard to the second phase, only one third of the actions included in the Action Plan should be implemented in the short term. As a result, some policy recommendations for enhancing the quality of service are discussed.
Keywords: ferry service; public service obligation; Gibraltar Strait; priority index; quality of service; ferry terminal.
E-Banking Service Quality and Customer Satisfaction: An Exploratory Study on India
by Shivani Sardana, V.N. Bajpai
Abstract: The business environment is exposed to several risks, which alter the business character. Amongst all the forces/risks impacting business, technological forces influence the most. Technological changes have revolutionized the entire business model. E-Commerce is one such technological change which has revolutionized the economy. This has been facilitated through e-banking. With benefits such as hassle-free, quick and real-time banking, internet banking still lacks far behind the number of online users in India. To ensure greater participation in online banking, banks need to understand the customers perception towards e-service quality. Customers perceive these services in the form of several quality attributes. By identifying factors critical to e-banking services, banks can appropriately devise focused programs. The study attempts to examine the determinants of e-banking service quality and their impact on customer satisfaction. The study used primary data based on a convenient sampling of two private sector banks in Delhi region to produce a 5-factor structure relevant in the Indian context. The exploratory factor analysis produces dimensions of efficiency, trust, fulfillment, responsiveness and systems critical to e-service quality satisfaction. The regression results show trust and privacy as the most critical factor influencing e-banking service quality perceptions. Further, the study provides theoretical and managerial recommendations for increasing online banking adoption and improving overall customer satisfaction. Limitations and future scope of research are further discussed.
Keywords: Internet; Banking; India; E-Service Quality; Technology; E-banking; customer satisfaction; Risk; E-Commerce.
Distribution of Profit in a Smart Phone Supply Chain under Isoelastic Demand
by Pradipta Patra
Abstract: This study investigates a novel supply chain (smart phone) where end consumers purchase handsets (smart phones) and service either separately (free channel) or together as a package (bundled channel). Our study considers three different power structures for the bundled channel- the handset manufacturer is the Stackelberg leader, the service operator is the Stackelberg leader and finally both the players (handset manufacturer and service provider) decide simultaneously- Vertical Nash. Previous studies have used a linear deterministic demand function to show that the supply chain player possessing superior channel power gains superior profit. We use an isoelastic deterministic demand function to point out anomalies or contradictions in already existing smart phone supply chain literature. Under isoelastic deterministic function that represents demand for smart phones we show that the supply chain player possessing superior channel power need not earn superior profits.
Keywords: Supply Chain Management; Pricing; Service Operations; Power Structure; Game Theory.
Socioeconomic determinants of support and brand value perception: a survey with microfranchisees
by Mariangela Santiago, Andrea Lanfranchi, Pedro Melo, Julio Carneiro-da-Cunha, Renato Telles
Abstract: The franchising industry in Brazil has been growing for more than 10 years. In this market segment, microfranchises act as franchises whose initial investment amount is up to US$ 26,000. The purpose of this study is to verify if there is variation in the microfranchisees perceived value regarding the support provided by the franchisor and the development of the franchise chain brand due to their socioeconomic class. The variables used were training, prospecting and installation of the franchise unit, legal and financial support, and field consulting and operating manuals. In relation to the brand, the variables used were advertising and promotion, brand strength, and customer loyalty. All variables are quantitative. A total of 148 microfranchisees in S
Keywords: Franchise Chain; Strategy; Microentrepreneurship; Socioeconomic Class; Microfranchise.
Identification and ranking of factors affecting customer loyalty _ Case study: Mehre-e-eghtesad bank customers
by Ali Nazeri, Mohsen Ebrahimi, Rahman Soofifard
Abstract: Today's world is full of changes. One of the most important changes in the business is changes in the values provided for buyers who are known as the main cause of the current success of the organization. Customers satisfaction is not enough for them to remain the same bank's customers and we should also ensure their loyalty in addition to the satisfaction. Therefore the aim of this study is to identify and rank factors affecting customer loyalty of Mehre-e-eghtesad bank. This research is a descriptive and correlational study. The research population is clients of all the branches of Mehre-e-eghtesad bank. The sample size was estimated 384 by Cochran method and Simple random sampling method was used. The library method and a questionnaire were used for data collection. Structural Equation Modeling includes Confirmatory Factor Analysis and Path analysis and analysis of variance and SPSS, LISREL applications were also used for analyzing the data. Conclusions confirmed that all assumptions of the research are true. It was concluded that variables including costs of switching, satisfaction, perceived quality, commitment, trust, credibility, reputation, brand, and physical facilities, quality of service, communication, advertising, e-banking, staff and price have positive impact on the customer loyalty of Mehre-e-eghtesad bank.
Keywords: loyalty; customer; service quality; commitment; trust.
Sport industry service attributes, service experiences, relationship quality, and behavioral intentions
by Wei-San Su, Chao-Chun Hsu, Wen-Hung Lia, Lan-Fang Chang, Cheng-Hung Huang
Abstract: This study verified a mediating process model regarding the relationship quality between consumers and paintball venues by using relationship marketing theory. The antecedent variables of relationship quality were identified as service attribute and service quality to examine whether they exert different effects on the determinants of relationship quality differ and subsequently influences behavioral intention. A total of 750 questionnaires were issued through purposive sampling, and 685 valid questionnaires were returned. Confirmatory factor analysis and structural equation modeling were conducted. The results revealed that both service attribute and service experience positively affected the dimensions of relationship quality. Satisfaction exerted significant and positive effects on behavioral intention and trust positively. Commitment significantly and positively affected behavioral intention, and trust significantly and positively affected commitment. This study have provided useful information on understanding of the interrelations between relationship variables, and relevant managerial suggestions are proposed.
Keywords: paintball; service attribute; service experience; relationship quality; behavioral intention.
Identification and empirical characterization of flights arrival variation and its impact on departure punctuality
by Jenaro Nosedal-Sánchez, Miquel Angel Piera-Eroles, Diederik Lebbink
Abstract: In this paper, based on field data from two years of operations at a European Airport, empirical evidence of the influence of arrival variation on departure delay flight for short scheduled ground times (i.e., up to 60 minutes) is revisited, including three types of arrival situations, on time, early and late. For early and late arrivals, variation is measured together with the extension of the Scheduled Ground Time (i.e., Actual Ground Time), and the number of departure delay minutes recorded for the next departure (i.e., average departure delay) are considered. Based on the results obtained, in this paper it is provided a quantitative method to identify the effects of early and late arrivals on airport operations, these effects impact on gate assignment scheduling and the turnaround process, its magnitude is dependent of airports dynamic factors such demand and capacity and its operational context. For the study case presented early arrivals are shown to generate higher airport operational disturbances compared with late arrivals that allow better reaction capacity to compensate with direct effects on turnaround time process. As a result of the empirical evidence a new challenge is open to adapt present operational airport decision support tools to avoid the impact of early arrivals by designing a buffer mechanism that can be activated in a flexible, efficient and reactive context.
Keywords: air transportation; punctuality; earliness impact; operational disturbances; delays; airports.
Feedback mode preference and performance improvement with a handheld scanning device
by Elizabeth Copeland, Reuben Burch, Lesley Strawderman, Kari Babski-Reeves, Linkan Bian, Katherine King
Abstract: This study was conducted to determine if combining feedback modes is beneficial for operator performance on a handheld scanning device within the services distribution industry. An industrial handheld scanner was used to examine four feedback conditions: 1) auditory, 2) auditory-visual, 3) auditory-tactile, and 4) auditory-visual-tactile. Participants completed one trial under each experimental feedback condition during one experimental session. In each trial, participants scanned 50 boxes during a simulated box scanning task. Task completion time, completion time ranks, hit rate and false alarms were recorded and analyzed. While the auditory-visual-tactile feedback combination produced the fastest task completion time, there was no significant improvement in operator performance between the four feedback settings tested. Through further understanding of the most preferred feedback modes, or combination of such, identification of improved scanner settings for this device and task can be made.
Keywords: Feedback modalities; redundant feedback; handheld device; wand formfactor; haptic feedback; audible feedback; visual feedback; industrial scanning; service industry; distribution.
Modeling Patient Satisfaction in Healthcare
by Sanjeev Bordoloi
Abstract: Patient satisfaction is often a top priority within healthcare organizations. This satisfaction is measured through patient surveys and understanding patients perceptions of the services they are offered. Increasingly, patient satisfaction has been regarded as a major factor in measuring overall service quality of a healthcare firm. One area that hospitals have found challenging is their service offered over the phone. It is therefore important to observe the call centre operations within a healthcare organization to fully understand what leads to patient dissatisfaction, and thereby recommend ideas to improve patient satisfaction. The present study analyses a hospital that is facing challenges related to their phone services. The goal is to improve the overall service quality, ultimately leading to improvement in patient satisfaction. Quality tools such as Pareto Analysis and Fishbone Diagrams were used to conduct the analysis. Then, quantitative models from waiting line management were used to determine optimal staffing levels of call centre agents and triage nurses to meet quality goals as stipulated by the management, in terms of acceptable customer waiting time.
Keywords: Patient Satisfaction; Pareto Analysis; Fishbone Diagram; Nurse Staffing.
Indian public distribution system in a supply chain perspective: a critical review and the way forward
by Ajay Bohtan, Kaliyan Mathiyazhagan, Prem Vrat
Abstract: In this paper, the working of a Public Distribution System (PDS) towards distribution of foodgrains with a supply chain perspective has been investigated. This literature review has been undertaken to examine the published literature available on PDS followed the world over, with a specific focus on India. The paper analyses the PDS stakeholders and its components for deficiencies and addresses the solutions for its improvement given in the available literature. The various dimensions of the PDS studied, reveals numerous gaps between the deficiencies identified in the current system and measures to overcome the same. A future research agenda towards increasing the efficiency and efficacy of the PDS supply chain management has also been brought out by this paper.
Keywords: Foodgrains; Public Distribution System; Supply Chain; Literature Review.
Analytical evaluation of relation between alignment and performance in service triads Three differing contexts
by Mohan Gopalakrishnan, Srimathy Mohan
Abstract: Supply chain (SC) agility depends on organizational structure; customer satisfaction, and collaboration among SC actors. To understand these dimensions and their impact on supply chain performance, we have analyzed three triadic relationships. Examples in this research paper involve (a) hospital buyers managing high-cost supplies with outside vendors, but influenced by its physicians; (b) specialized hospital outpatient units that need to coordinate patient flow with medical staff and attending physicians; and (c) logistics service providers with assets managing its demand with external customer through an internal brokerage service. Specifically, we have analytically evaluated organizational- pressures (hierarchical versus bureaucratic), practices (scheduling, time-blocks), and structures (captive versus autonomous) and how they influence alignment between interactions in the respective triads to ultimately affect performance, namely, lower supply expenses; balancing customer satisfaction and asset utilization; and profitability.
Keywords: Triads; alignment; professionalization; time-blocks; scheduling; simulation; autonomous; captive.
Gender and Worker Productivity Issues Associated with Sport Betting From an Ethical Perspective
by Amber A. Smith-Ditizio, Leslie Graham, David Nichols, Kerry Webb
Abstract: There are ethical perspectives that may be useful in examining the worker productivity dilemmas associated with sport-related office pooling activities, both face-to-face and online, especially from gender viewpoints. Using selected intrinsic and extrinsic motivational factors grounded in Consequentialism, Deontology, and Virtue perspectives, an empirical study was conducted on highly educated knowledge workers in the Pittsburgh, PA area. Many male respondents felt that engaging in sport-related betting within the workplace was more acceptable than their females and tended to feel more utilitarian in their approach to justify such actions. Typically a Deontology-based ethical perspective suited males as they felt that sport-related gambling activities had a more positive impact on the emotional state of the office atmosphere and were more willing to become personally less productive and use company resources at work during sporting events.
Keywords: case study; cyberdeviance; ethical perspectives; gender differences; sports gambling; Uses and Gratifications Theory; worker productivity.
Decision-making improvement in petroleum rigs: a service assessment
by Cláudio Benevenuto De Campos Lima, Rodrigo Nunes Ferreira, Danilo Garbazza Vieira, José Francisco Tebaldi De Castro, Gilson Brito Alves Lima, Julio Cesar De Faria Alvim Wasserman
Abstract: In recent years, oil companies have implemented collaborative decision-making centers for well construction (drilling centers), where several solutions are used in real time with significant impact on company operations. These applications provide necessary data for better decision-making; lowering costs by optimizing rig activity time, besides reducing travel and logistics costs. The purpose of this study is to determine perceived value and quality from a specific real-time data transmission solution. A quantitative method was applied through an online survey to test the evaluation model of the data transmission solution of an oil operator in Brazil. It was found that the main factor responsible for dissatisfaction is related to technical support. This approach can be used for other solutions and services and showed as being scalable to different scenarios in the oil industry.
Keywords: Service Quality; Information System; Assessment; Service Diagnosis; Data Transmission; User Satisfaction.
Sourcing Analytics for Evaluating and Selecting Suppliers Using DEA and AHP: A Case of the Aerospace Company
by Seong-Jong Joo, Bradley Boehmke, Hokey Min, Ozden Bayazit
Abstract: Sourcing represents one of the most upstream supply chain activities which often dictates the rest of downstream supply chain activities. As such, a poor sourcing decision has a significant trickle-down effect on the effectiveness of a buying firms manufacturing and logistics decisions. Considering such significance, it is imperative for the firm to make a wise, systematic decision in evaluating and selecting suppliers. To support a critical sourcing decision, we propose a supplier evaluation decision-aid tool within the framework of business analytics which takes into account the multiple facets of supplier performance evaluation criteria. As a core of such a tool, we develop a relatively new model which is capable of considering both objective and subjective performance criteria simultaneously using a combination of data envelopment analysis (DEA) and analytic hierarchy process (AHP). To verify the practicality and validity of the proposed analytics-based tool, we applied it to an actual problem facing a U.S. aerospace company.
Keywords: decision analysis; business analytics; supplier evaluation; aerospace procurement.
Towards A New Model of Work Passion
by Waed Ensour, Dia Zeglat, Hadeel Al-Maaitah
Abstract: This study aimed to investigate how work passion is conceptualized in a new setting and culture as well as to identify factors influencing work passion from the viewpoint of Arab workers. The study investigated the case of Jordanian hotel workers by conducting two focus groups with 16 participants, followed by 25 in-depth interviews. The findings indicate that passion is defined as an intense and positive feeling of the presence of `enjoyment` in doing a particular job, which illustrates an emotional aspect. Passion depends on the presence of psychological (personal attachment), and situational (extrinsic) aspects. Passionate workers are assumed to show enthusiasm, commitment, and loyalty, representing the behavioural aspect of passion. Furthermore, passion is conceived as an advanced state but not detached from job involvement, engagement, and organizational commitment, meaning these can be engendered by the effect of passion. Although the Jordanian hotel employees were found to be not very different in terms of their conceptualizing of work passion, this study presents new factors that are assumed to affect passion. Finally, contrary to what is proposed in the literature, passion was perceived only as a positive state and distinct from workaholism.
Keywords: work passion; job involvement; job engagement; organizational commitment; hotels; Jordan.
Supply chain risk management and the role of project managers: a Comparative analysis of U.S. and Japanese firms
by Takashi Shimizu, Kihyun Park, Youngwon Park, Mark Haney
Abstract: The purpose of this paper is to analyze and compare risk management practices of Japanese and U.S. firms. This paper investigates the patterns of product risk management utilized by U.S. and Japanese companies and discusses possible causes of their differences and how the differences affect behavior of the companies. Key findings include 1) U.S. companies have relatively weak risk management systems compared to Japanese companies, 2) U.S. companies using both project managers and quality management department are proactive in risk management, and 3) those companies using only project managers are reluctant to expand or renew their risk management systems.
Keywords: Supply Chain Risk Management; Product Risk; Project Management; Quality Management.
Inventory model optimization for a closed-loop retailer-manufacturer-supplier system with imperfect production, reworks and quality dependent return rate
by Anindya Rachma Dwicahyani, Eva Kholisoh, Cucuk Nur Rosyidi, Pringgo Widyo Laksono, Wakhid Ahmad Jauhari
Abstract: This study investigates a closed-loop supply chain (CLSC) inventory model consisting of a retailer, a manufacturer and a supplier. Here, the return rate is considered to be a variable which depends upon the acceptance quality level of the returned items. The manufacturer performs manufacturing and remanufacturing processes to satisfy the retailers demand. The manufacturing process is assumed to be imperfect and produces some defective items. All defective items are then reworked via reworking process. Two recovery processes are considered in the model, which are remanufacturing and refurbishing. The recoverable items which cannot be perfectly recovered will be categorized as refurbishable items and then sold to the secondary market at a reduced price. A solution methodology is provided to find the optimal solutions of the model. A numerical example and sensitivity analysis are performed to show the application of the model and to understand the effects of the changes in key parameters on the models behavior, respectively.
Keywords: remanufacturing; closed-loop supply chain; recovery; inventory; inventory model; refurbishing; imperfect production.
Hidden structure and value network: Shedding light on position assessment
by Elina Karttunen, Mika Immonen, Mikko Pynnönen, Jouni Koivuniemi
Abstract: This study focuses on hierarchical structures of value networks of service systems. But how can the central and influential network positions be found in the value network? The position of actors is extracted using the hidden structure method (HSM) and centrality metrics of social network analysis (SNA). Both analyses apply adjacency matrix data that reveal direct dependencies of actors in a value network. We measured indegree, outdegree, betweenness, and closeness centralities to each actor to compare SNA and HSM results. HSM can reveal the actors who conduct the most significant activities, as well as more peripheral actors who have a strong influence on core actors. Thus, HSM does not neglect the hierarchy between actors. Our methodological contribution suggests that in parallel with widely used SNA centrality measures, researchers should leverage HSM to define influential actors. Two pharmacy concepts in Finland provide the empirical research context.
Keywords: value network; network structure; network position; actor; role; hidden structure method; social network analysis; pharmaceutical network; centrality; adjacency matrix.
Implementing Lean Paradigm in an Indian Foundry Facility: A Case Study
by Sanjiv Kumar Tiwari, Ritesh Kumar Singh, Sharad Chandra Srivastava
Abstract: This article seeks to establish the effectiveness of lean manufacturing in eliminating the hidden wastes, maintaining better inventory control and reducing the total production time. A large Indian foundry facility is utilized to illustrate the adopted approach. Firstly, current state mapping is prepared to have the knowledge of the existing procedure followed in the production of castings. In addition, relevant data such as, cycle time, changeover time, percentage of defects, percentage downtime and inventory in between the processes are collected for each process. Further, the future state map is created, after amending the entire process, by adopting the methodology proposed by Rother and Shook (1999). Additionally, the required buffer size (number of Kanbans) at each stage and the sequence of production are also estimated by adopting the method advocated by the Lean Enterprise Institute (2004). Finally, improvement is accounted in terms of reduced lead time of the process.
Keywords: Lean manufacturing; value stream mapping (VSM); Kanban; supermarket; pull system.
Behavioral operations management identification of its research program
by Jure Erjavec, Peter Trkman
Abstract: The rise in popularity of the behavioral operations management field has resulted in several attempts to clearly establish this multidisciplinary field. Given the divergent views of what the field actually includes, this paper attempts to contribute to an ongoing debate about the current state of the field as a research field and its future development. The paper uses Lakatos view that suggests that instead of individual theories, scientific progress should be viewed in the context of research programs, which consist of the hard core and the protective belt. To identify subfields, the paper combines the literature review with a co-citation network analysis of the behavioral operations management field between 1957 and 2015. Six clusters are identified. The Domain base cluster represents the hard core of the field, while five other clusters (Newsvendor, Bullwhip and inventory optimization, Social goals, Supplier relationship, and Organizational behavior) represent its protective belt. In addition to the exploration of existing clusters, the analysis in the paper offers an excellent starting point to identify and position further research questions. A study like this is easily replicable and enables following the evolution of the field.
Keywords: behavioral operations management; research program; network analysis; co-citation analysis; cluster analysis.
Optimizing emergency medical centers location with a response-time-decreasing approach using hybrid methods of optimization and simulation
by Ahmad Kamali, Seyed Mojtaba Sajadi, Fariborz Jolai
Abstract: Decision making about the emergency medical centers location is a complicated problem which managers of health care systems are confronted to. In order to respond to requests as fast as possible, the emergency medical centers should be planed in the best condition. There are some cases that affect on emergency medical service operation, like calls distribution, traffic condition and operative costs. The paper combines the optimization techniques with simulation in locating the emergency medical centers in order to decrease the operative costs and also increase the quality of medical emergency services. The method first, locates the centers using optimization techniques, and then having assigned the ambulances to the centers, it analyzes different scenarios of locating the centers and assigning the ambulances to them in a dynamic method using computer simulation. The proposed method of emergency centers location and ambulance-assignments was implemented in Isfahan (Iran) as a case study and resulted in lower response time. The comparison of results with real situations shows the efficiency of this method.
Keywords: Medical Emergency Services; Location; Simulation.
EMPLOYEE PERCEPTION TOWARDS THE RETENTION STRATEGY OF IT INDUSTRY IN COIMBATORE
by SENTHILKUMAR U S, SHANI N
Abstract: The IT industry, in Coimbatore is growing at a considerably good rate. The construction of the IT techno parks, development in infrastructure and availability of the right talent pool from the premier colleges in Coimbatore present a promising future for Coimbatore to become the next IT destination in India, beating Chennai IT industry that offers attractive salaries and perks of different kind to the employees. The talented employees always seek the best prospectus for career growth and compensation and they have wide opportunities available in the vast industry. Retaining the right talent plays a crucial role in the success of the organization. This study examines the perception of the IT employees of the Tidel Park in Coimbatore towards the retention strategies followed in their companies. Salary package, Retention bonus, onsite opportunities, promotion are found to be some of the significant retention factors.
Keywords: IT industry; Employee perception; Retention strategy; Coimbatore;.
Critical Success Factors Concerning the Management of Industrial Services
by Isabelle Confort Machado, Rosley Anholon, Osvaldo Luiz Goncalves Quelhas, Olivio Novaski, Jefferson Souza Pinto
Abstract: The main purpose of this paper is to develop a literature review to present the critical success factors (CSF) for industrial service management and, based on the CSF found, to conduct a case study in a Brazilian company to validate the data obtained. The methodology used was a literature review about the theme industrial service and the case study was supported by semi-structured interviews. The results showed that twelve of the thirteen CSF found in the literature review are completely executed by the company studied, while one is partially applicable. The value of this paper lies in the fact that there is a low number of publications about the subject, especially in South America, highlighting the originality of the study proposed.
Keywords: industrial service management; services; service operation management; service industry; critical success factors; industrial service; service sector.
Game theoretical approach to price a product under two-echelon supply chain containing e-tail selling channel
by Hamed Jafari, Seyed Reza Hejazi, Morteza Rasti-Barzoki
Abstract: In this study, pricing decisions are investigated on a dual-channel supply chain including one manufacturer and multiple retailers. The manufacturer sells a product through the Internet and through the retail channel, simultaneously. It is assumed that the market is controlled by the manufacturer. Thus, the manufacturer becomes leader and the retailers perform as followers. In this setting, the Bertrand and Collusion game-theoretic models are developed to analyze the pricing strategies among the retailers. Then, the equilibrium decisions are compared and some managerial insights are presented. It is found that the manufacturers profit and the profit of the whole system given by the Bertrand game are higher than by the Collusion, while this inference is reversed for the retailers profits. Moreover, larger the number of the retailers in the retail channel leads to lower retailers profits, whereas the manufacturers profit and the profit of the whole system increase.
Keywords: Supply chain management; Dual-channel; E-Commerce; Pricing; Game theory; Bertrand; Collusion; E-tail channel; Retail channel; Competition.
Service Operations In Public Sector Agencies: Evidence From NCDMV
by James B. Martin, Joyendu Bhadury, Kwasi Amoako-Gyampah, Steve Bert, Eugene Murray
Abstract: This paper studies customer service in public agencies within the context of vehicle titling and registration services in North Carolina Division of Motor Vehicles (NCDMV). Over 17,000 observations were recorded from the operations of 27 offices in North Carolina and analysis performed on the same to delineate operational factors that impact service quality. Primary findings include: salient determinants of customer service and waiting times; benefits of process standardization/automation; evidence that privately-operated offices with permanent contracts or those that are state owned and operated provide worse service than those operated by private contractors with time-limited contracts and; evidence that incomplete transactions represent a significant customer service problem. The study also provides evidence of the consistency of NCDMVs compensation rates, a surprising result given that these rates were not set by the legislature after adequate data-based analyses. Theoretical implications of the findings are discussed along with the legislative impact of this study.
Keywords: Service Operations; DMV; Service Time; Waiting Time; Public Sector Management.
Socio-Demographic Characteristics and the Level of Importance That Consumers Attach to Services Offered in the Passenger Airline Industry
by Philemon Oyewole
Abstract: As international competition in the airline industry intensifies, how airline companies structure the design of their service offerings to meet the real needs of their customers becomes crucial to survival. This paper examines the level of importance attributed by consumers to different elementary services customarily provided by companies in the passenger airline industry. It determines if, and to what extent, this is influenced by consumers socio-demographic characteristics of education, occupation, income, age, gender, and marital status. A total of 20 elementary services often offered by companies in the international passenger airline industry were examined. Findings of the empirical research that was carried out revealed that, while occupation, education, and marital status had no apparent influence; age, gender, and income tend to exert significant influence on the level of importance that consumers attach to services offered in the passenger airline industry. Managerial implications of this result are discussed, and directions for future research are suggested.
Keywords: Services marketing; Service offering; Airline industry; Importance; Demographics; Transportation.
MODELING AND OPTIMIZATION OF FACILITY LAYOUT PROBLEM USING FIREFLY ALGORITHM
by Ferdous Sarwar, Mohammad Noman H Chowdhury, Syed Helal Uddin
Abstract: Facilities planning is a critical issue in todays competitive manufacturing and service sectors. With rapidly increasing global competition, elimination of waste and continuous improvement of productivity is vital that greatly depends on how people plan, organize and utilize the facilities in an organization. In facility layout problems, objective functions are modeled with different objectives that include minimization of cost or flow of materials, maximizations of closeness rewards etc. This paper proposes a mathematical model with a continuous representation of distance based adjacency matrix. The resulting exact model will consider every all-rectangular-department solutions. A nature-inspired firefly algorithm is applied to find out the solution of the model.
Keywords: Facility layout; Firefly algorithm; Multi-objective Optimization.
TWO ECHELON SUPPLY CHAIN WITH PERMISSIBLE DELAY IN PAYMENTS UNDER EXPONENTIAL LEAD TIME INVOLVING INVESTMENT FOR QUALITY IMPROVEMENT AND ORDERING COST REDUCTION
by Hemapriya Selvaraj, R. Uthayakumar
Abstract: This paper deals with continuous review inventory policy under permissible delay in paymentsrnwith investment for quality improvement and ordering cost reduction. The supplier offers a creditrnperiod that is less than the average duration of the inventory model. The lead time of receivingrnproducts from the vendor to a buyer is a variable which is controllable by adding extra crashing cost. A mathematical model is derived to investigate the effects of ordering cost reduction,rnpermissible delay in payments and investment for quality improvement and it can be achievedrnby optimizing the order quantity, lead time and total number of deliveries in one production runrnsimultaneously with the objective of minimizing joint expected total cost (JET C). Furthermore,rnthe sensitivity analysis is included and the numerical examples are given to illustrate the results.rnFinally, graphical representation is presented to illustrate the model.
Keywords: Integrated inventory model; Permissible delay in payments; Exponential crashing cost; Investment for quality improvements; Ordering cost reduction.
Operational Capabilities, Performance and Strategic Alignment in Brazilian Micro and Small Enterprises
by Fernando Viana, Roger Luna
Abstract: Micro and small enterprises (MSEs) have contributed significantly to economic development in many countries, but they have many challenges. The aim of this study is to identify and evaluate the most important capabilities for the operations strategies used by MSEs in Brazil, to determine whether the degree of importance given to each capability influences the performance of the same, and to ascertain whether companies have strategic alignment. In methodological terms, this is an exploratory and explanatory quantitative study. Questionnaires were distributed to a sample of 1,250 MSEs, and we used multinomial logistic regression for the data analysis. These MSEs consider reliability the most important operational capability. A positive relationship was observed between the importance given to a capability by the firm and the probability of achieving superior performance in this capability relative to its competitors. Moreover, most of the researched firms presented strategic alignment.
Keywords: Operational Capabilities; Performance; Strategic Alignment; Micro and Small Enterprises.
Explore and evaluate organizational culture aspects that affecting Lean implementation within manufacturing SMEs: the case of Saudi Arabia
by ABDULLAH ALKHORAIF, Patrick McLaughlin
Abstract: There is a scarcity of research about cultural aspects and organizational culture related to Lean Implementation (LI) (Pakdil and Leonard 2015). In order to addressing the need for Organizational Culture (OC) to better facilitate Lean and propel its success among Small and Medium Enterprises (SMEs) in Saudi Arabia as a case, requires a methodology which supports the research and analysis of OC. Grounded theory, action research and an inductive approach has been selected. Due to the nature of the topic requiring the exploration of culture, it is beneficial to utilise qualitative research which is provided by grounded theory that has been adopted. Thus, adhering to the grounded theory process utilising an issue focused approach, (Sackmann, 1991). Semi-structured interviews, observations and focus-groups were chosen to conduct this exploratory study. 37 aspects have been identified from semi-structured interviews. All these aspects have been aggregated through focus groups to 7 main themes.
Keywords: Lean Implementation (LI); Organizational Culture (OC); Enablers; Inhibitors; Small and Medium enterprises (SMEs); Continues improvement (CI); King of Saudi Arabia (KSA).
Lean Management in Hospitality: Methods, Applications and Future Directions
by Erwin Rauch, Dominik T. Matt, Christian Linder
Abstract: The hospitality industry is under constant pressure to optimise internal processes, while at the same time extending services to the customer. The purpose of this study is to outline the potential of Lean Management as a successful approach to increase efficiency and productivity in operational processes in the hospitality industry. We demonstrate that the proven potential of Lean methods in fields like manufacturing can be successfully transferred to the needs of the hospitality industry. As a result, the research shows a selection of Lean methods which are particularly suitable for application in the hotel sector. This study is based on a real case study in order to test the practical application of Lean methods in hospitality. Our research contributes to process optimization in hospitality and can be directly implemented by practitioners. Further it provides future directions in the transformation of Lean methods through digitisation.
Keywords: lean management; lean hospitality; lean hotel; digitisation; industry 4.0; smart hospitality; service industry; hospitality industry.
The effect of scenario planning on nonfinancial performance in Malaysia Hotel Industry
by Joshua Teck Khun Loo, Rajendran Muthuvelo, Shaian Kiumarsi, Fadzil Ali
Abstract: This study examines the effects of scenario planning on non-financial performance of business organizations in the hospitality industry. This has the capacity to promote the understanding of regional and global tourism environment through additional alternative methods. Several studies on organizational performance have deployed the conventional planning and strategies to determine the best alternative that could accelerate business performance and sustain its environment. In order to determine the cause and effect relationship between the two variables, the study applies the VB-SEM using Smart-PLS to 82 samples. Evidence from the study reveals that scenario planning has a direct positive effect on non-financial performance of business organizations in the hospitality industry. Thus, the study emphasizes that scenario planning is fundamental and practical strategic tools that could be deployed to accelerate non-financial performance.
Keywords: Scenario Planning; Macro Scenario; Industry Scenario; Micro Scenario; Non-Financial Performance.
Models of Satisfaction Antecendents: a brief review
by Fernando Macieira, Tiago Oliveira, Mitsuru Yanaze
Abstract: This article is an integrative review on satisfaction models. Its main purpose is to bring back the discussion on consumer satisfaction and loyalty topics that are currently not receiving adequate attention by service management researchers. As a field grows, integrative review addresses the need to aggregate, critique and re-conceptualize the knowledge, as it continues to develop, this being particularly appropriate when contradictory evidence appears (Torraco 2005). Nevertheless, this article summarizes comments and integrates the most important models and theories concerning consumer satisfaction models, and adds suggestions for future research.
Keywords: service quality; satisfaction models; satisfaction antecedents; integrative review; loyalty; service management; servqual; rsq; service quality model; quality dimensions;.
Nature of effects of Dynamics of Team control on Project Team Effectiveness in Construction Project Delivery
by Titus Ebenezer KWOFIE, Clinton Aigbavboa, Ellence Molobela
Abstract: Abstract: Plethora of research have indicated that, teamwork and team control have become typical and important part of task performance in construction project delivery. Thus ensuring optimum task performance in construction project delivery is perceived to be influenced by the level of project team effectiveness and team control. However, little is known about the influence of the dynamics of team control on the effectiveness of construction project teams in task and project team performance. The aim of this study was to explore the effects of the dynamics (modes) of team control on the level of team effectiveness in construction project delivery. Through a deductive research approach, a partial least square structural equation modelling (PLS-SEM) was used on data collected through questionnaire survey conducted in South Africa. The results revealed that Formal Control (FC) and Informal Control (IC) account for about 65% (0.648) and 30% (0.304) respectively of the total 71.0% variance in the level of team effectiveness in project delivery. This suggests that formal control in project teams makes substantial effects to the level of team effectiveness in project delivery whereas in the case of informal control, it effects could be interpreted as being moderate at the 0.05 significance level. From these findings, it can be considered extremely significant for project teams to enhance and legitimize their formal and informal controls in project delivery towards improving the effectiveness of the team in task and team performance.
Keywords: team control; team effectiveness; project delivery; teamwork.
Service Facilities and Hotel Performance: Empirical Evidence from Hotel-Level Data in Thailand
by Jordi Meya Domínguez, Piriya Pholphirul
Abstract: The main purpose of this paper is to examine the effects of service facilities on performance within the hotel industry. Its unique contribution is the use of national-representative secondary data on the hospitality industry in Thailand, as a case of a major tourist destination country. Covering 2,627 hotel observations, our estimated regression indicates that service facilities affect native (Thai) guests and foreign (non-Thai) guests differently, which can lead to different strategic actions for each group. Among all kinds of service facilities, providing Internet service seems to be the greatest contribution to hotel performance. Therefore, in terms of managerial implications, hotel managers should make providing a sound Internet connection a priority in order to ensure the successful short-term and long-term performance and development of their business. As for social implications, especially among small and medium-sized hotels, improving hotel performance by upgrading service facilities is another important tool in promoting tourism as a poverty reduction strategy.
Keywords: Hotel Performance; Service Facilities; Thailand; Tourist Demand.
A Study on the Impact of Backorder Sales on an Integrated Supply Chain
by Ratna Kumar K, Radha Ramanan, Sridharan R
Abstract: The integrated procurement, production and distribution planning (IPPDP) problem consists of multiple suppliers who supply raw materials to multiple plants to produce a single product to meet the demand in multiple time horizons. The present research focuses on the analysis of the effect of backorders on the IPPDP problem in a three-echelon supply chain that consists of suppliers, manufacturers and retailers. The IPPDP problem is formulated as a mixed integer linear programming (MILP) model and the optimal solution is obtained with the solver LINGO. The total net profit obtained for the scenario involving lost sales is compared with that for the scenario which involves lost sales and backordering. For a set of problem instances, an increase of 10.29% in the average total net profit and 4.80% in the average fill rate is obtained for the lost sales and backordering scenario compared to the lost-sales-only scenario.
Keywords: Integrated procurement; production and distribution; backordering; lost sales.
Investigating the role of moderating the quality of working life on the relationship between Psychological capital and organizational citizenship behavior
by Seyed Hasan Hosseini, Ammar Arabi Jeshvaghani, Alireza Akbarzadeh, Mohsen Habibi
Abstract: Present research examines the relationship between Psychological capital and organizational citizenship behavior, with mediation of quality of working life. The research statistical population included the staff and faculty members of Azad University in Isfahan. Required data were collected based on research model and through distributed questionnaire among staff and faculty members and for investigating the relationship among variables and testing hypotheses, multi-variable regression and structural equations (path analysis) have been used. Validity of the questionnaires was examined and verified consulting the university professors and experts, and the questionnaires reliability was determined by calculating their Cronbachs alpha, that, indicating adequate reliability of them. The results have presented that in confident level of 95 percent, there is a significant and positive relationship between psychological capital and the quality of working life as well as psychological capital and with organizational citizenship behavior. The variable of working life quality has also significant and positive relationship with organizational citizenship behavior. The other finding of research was the significant effect of mediating variable of working life quality according to relationship between psychological capital and organizational citizenship behavior.
Keywords: psychological capital; working life quality and organizational citizenship behavior.
Recycle versus Buy Scenarios in Manufacturing Strategy Decisions: An Empirical Study
by Shellyanne Wilson
Abstract: This paper examines the Recycle versus Buy decision-making process, which is becoming a critical decision area for companies operating in the plastics, paper, rubber and metal industries. Via the use of scenario analysis, applied in an in-depth case study that uses plastic buckets for packaging, decision alternatives and uncertainties are considered. The scenario analysis produced nested scenario logics, comprising four bases: Volume of Used-Material Collected; Cost of Used-Material Collection; Cost of Virgin Material; and Performance of New Product Made with High / Low Ratio of Virgin Material to Recycled Material, resulting in 16 possible scenario combinations. For each combination, market, technical and financial feasibility are examined. For each scenario, a single decision alternative was selected from these four possible decision alternatives: Full Backward Integration, Taper Integration, Partial Integration and No Integration
Keywords: manufacturing strategy; decision making; Recycle versus Buy; scenario analysis.
Customer-focused Supply Chain Strategy: Developing 4Rs Framework for Enhancing Competitive Advantages
by Pankaj Madhani
Abstract: Customer-focused supply chain strategy helps firms to respond consumer demand in real-time; provides a superior customer experience; trims overall costs and optimizes productivity. Firms that effectively implement customer-focused supply chain strategy are much more likely to achieve better corporate performance in terms of sales, profitability, market share and even customer satisfaction. Customer-focused supply chain also enhances capabilities of the firm to adapt to the rapidly changing business environment. In customer-focused supply chain strategy, supply chains are much more customer focused - they deliver great service at lower cost and a key ingredient of their success is strong emphasis on responsiveness, resiliency, reliability and realignment (4Rs) among supply chain partners, where all are focusing on customer value proposition. This research has developed various frameworks and presented various case studies to emphasize 4Rs as important drivers of customer-focused supply chain strategy.
Keywords: Customer focus; Supply chain; Customer-focused Supply Chain Strategy; SCM; responsiveness; resiliency; reliability,realignment.
A mathematical model and NSGA-II algorithm for bi-objective grid scheduling problem with quality of service satisfaction
by Kamran Kianfar, Shayan Barafkandeh
Abstract: Computational grids consist of the innovative technologies of the new era, which seek to accelerate performance through distributing tasks on computing resources. A grid system makes it feasible to run great computing operations through the connected processors. In this article, a bi-objective problem of grid scheduling based on quality of service concept is discussed. The first objective is to increase the profit earned from customers and the second, to increase the utilization of computational resources. A mathematical programming model is proposed for the problem and a meta-heuristic NSGA-II algorithm is designed and customized for the problem. In the numerical analysis, by drawing Pareto diagrams and analyzing the sensitivity thereof, the efficiency of the proposed methods and the effect of different parameters of the problem on both the methods are assessed. According to the results, the proposed NSGA-II algorithm is highly efficient in terms of solution quality and run time.
Keywords: Grid scheduling; Quality of service; Mathematical model; NSGA-II algorithm; System utilization; Acceptance/rejection of tasks.
Operational Efficiency to Financial Efficiency- A case study on Apparel Sector in Sri Lanka
by Nirma Sadamali (N.S) Jayawardena
Abstract: This is an era of economic instability and high inflation in Sri Lanka. Apparel sector is the largest gross export which contributes as the largest net foreign exchange earner from 1992 in Sri Lanka (Dheerasinghe, 2009). In 2002, the apparel industry in Sri Lanka contributed almost 6% of the GDP with a primary foreign exchange value of 40% from exports and 52% from industrial products exports (Embuldeniya, 2015). As a leading apparel brand in Sri Lanka, the ABC Company continuously faces a decreasing movement in operational efficiency. This research examines the factors affecting towards the operational efficiency of the ABC Company to avoid operational inefficiency. Therefore, as a major finding of the study, it has identified the inventory management as the most largely affecting factor towards operational efficiency and the second highest influencing factor as the labour productivity. The least influencing factor is the information system management.
Keywords: Economic stability; Major export; Apparel industry; Operational efficiency; Financial efficiency; Sri Lanka.
The impact of lean practices on operational performance in the Banking Sector: An Empirical Investigation
by Jamal Ahmed Al-Doori
Abstract: Banking is considered as the backbone of any country even due to the unfavourable condition like war and internal disputes banking sector in the Middle East is in operations. However, to make these operations sustainable, continuous improvement is essential. It has been proved in the literature that lean approaches enhance the performance for not only manufacturing sector but also service sectors. The aim of this study is to explore the potential benefits of lean approaches in the banking sector of Jordan. Three most effective approaches are total quality management (TQM), 5S services and Kaizen have been adopted and applied. A questionnaire has been developed and distributed by convenience sampling in all banks of Jordan. A total of 232 responses have been considered and SPSS 23 has been used for data analysis. The results revealed that all three approaches positively and significantly enhance the operational performance of banking sector. This study will help the managers of banks to make their operations more efficient and productive. For further studies, there is need to test more approaches and especially qualitative investigation to more explore the lean concept.
Keywords: Lean production; Lean practices; Operational performance; Large manufacturing.
An Integrated Mathematical Programming Model for a Dynamic Cellular Manufacturing System with Limited Resources
by Seyed Taghi Akhavan Niaki, Esmaeil Mehdizadeh, Mansour Shamoradifar
Abstract: This paper proposes an integrated integer nonlinear programming model for a concurrent cell formation and production planning problem in a dynamic cell-manufacturing system (DCMS) with limited resources to setup cells and to procure machines. The proposed model seeks to minimise the total costs associated with the production planning and the cell construction and formation under a dynamic system. To validate the model, it is first converted to a linear programming. Then, a numerical example is presented based on which the branch and bound method is used to solve it employing the Lingo 8 software. Besides, due to NP-hardness of the problem, two meta-heuristic algorithms namely a GA and a PSO are utilised to solve large-scale problems. In addition, the Taguchi method is used to calibrate the parameters of the meta-heuristics in order to find better quality solutions. Computational results confirm the efficiency and the effectiveness of the proposed solution algorithms.
Keywords: Dynamic cellular manufacturing system; Production planning; Cell formation; Mathematical programming; Limited resource; Genetic algorithm; Particle swarm optimization.
The management of customer requirements in a Product-Service System (PSS) context: a case study in the medical equipment sector.
by Nicolas Haber, Mario Fargnoli
Abstract: The paper addresses the evaluation of customer requirements in the implementation of services in a Product-Service System (PSS) context. The extension of services has expanded considerably, yet their correct combination with products is still problematic to manufacturers. Services are characterized by ambiguities and vagueness, hindering their effective implementation. Conventional product design tools such as Quality Function Deployment (QFD) are limited when comprehending the intangibility of services and hence evaluating and prioritizing customer requirements. To address this topic, QFD is adapted to a service context through the integration of the fuzzy logic and the Analytic Hierarchy Process (AHP) as a means of reducing inaccuracies. The approach is applied to a case study in the medical field and its results are compared to the traditional QFD to analyse its outcomes and the effectiveness of the augmentations in increasing the usefulness of QFD in a PSS context.
Keywords: Service requirements; product-service systems; customer requirement prioritization; quality function deployment; analytic hierarchy process; fuzzy logic.
Restoration of Managers Work Identity in Service Departments: the Role of Service Operations Design
by Ayham Jaaron
Abstract: Strategies used for regulating and improving service departments managers (SDMs) valued identity at work through viable and sustainable models of operation are relatively missing. This is particularly true when one considers the paucity of previous studies that have explored the linkages of service operations designs and the construct of SDMs work identity. This paper, using the lens of identity theory, explores the impact of creating an appropriate service operations design, using systems thinking principles, on the restoration of SDMs work identity and behaviour. Using multiple-case study approach in three organisations service Departments in the UK, the results demonstrate that the systems thinking for service operations design is an enabler for promoting dramatic changes to the role of SDMs in the workplace. These dramatic changes are resembled by the creation of a transformational management style, changing the role of SDMs from employees monitors to supporters, and adoption of new discursive practices that are embracing more people-cantered perspective. While the paper introduces an interesting theorization of managers identity with systems thinking methodology, it also contributes, for the first time, a discussion of managers identity theory to the service system design literature in a highly-demanding business environment.
Keywords: work identity; service operations design; service departments; managers’ identity; systems thinking; personnel development; human resources.
Kaizen costing as a culturally-based tool: a Portuguese case-study.
by Amelia Ferreira-da-Silva, José Pereira, José Vale, Vera Morais, Carla Magalhães
Abstract: In the 1970s and 1980s, Japanese success was explained by its culture, and entrepreneurs from the West realised that productivity is not reducible to rationalism and technology. Indeed, nowadays it is well recognised that what best distinguishes an organisation from its competitors are not physical and tangible characteristics. Intangible dimensions, like organisational culture, play an important role in organisational success or failure. This research argues that organisational culture interacts with kaizen costing so that effective implementation of kaizen requires a special organisational cultural puzzle. A qualitative approach was adopted. The case study method was used to understand how kaizen costing interacts with organisational culture. The findings suggest that effective implementation of kaizen costing requires a high level of culture coherence. Further research is necessary before we can consistently generalise our conclusion. However, our findings bring new insights to the role of low-level workers in effective implementation of strategic options like kaizen and highlight the importance of intangible assets like organisational culture. This article draws attention to the tenuous frontier between kaizen costing and lean production, and it puts organisational culture on the centre.
Keywords: Japanese Management Accounting; Kaizen Costing; Organizational Culture; Organizational Change; Qualitative Research.
LEAN SUPPLY CHAIN MANAGEMENT IN GARMENT INDUSTRY USING VALUE STREAM MAPPING
by VASANTH KUMAR DAMODARAN, Madhan Mohan G, Mohanasundaram K.M
Abstract: Value stream mapping (VSM) is an operative tool in lean manufacturing that supports current state mapping and future state mapping which helps to identify the possible potentialities. It increases the value added activities in production process by eliminating non-value activities and reducing the work-in-process. This paper signifies the implementation of VSM in a garment industry, as a start-up to lean manufacturing. Initially, an analysis with VSM is performed to determine the processes and material flow. It describes the current state for existing position and future state for the proposed development plan, particularly segregating value activities and non-value activities. Based on the outcomes, the fulfillment of value stream implementation are reduction in production time, inventory level and lead time.This implementation of VSM in middle range garment industry shows significant improvements. Hence, the understanding of this implementation is essential to adapt in similar garment industries to identify improvements in small and medium scale industries.
Keywords: Garment industry; lean manufacturing; value stream mapping.
A comprehensive model to prioritize lean tools for manufacturing industries: A fuzzy FMEA, AHP and QFD based approach
by Bhuvanesh Kumar M, Parameshwaran R
Abstract: This paper describes a start-to-end Lean Tools (LTs) selection model for manufacturing industries. The integrated model utilizes Value Stream Mapping (VSM) and plant layout for identifying wastes from current state of the organization. For prioritizing the wastes along with associated risks, Failure Mode and Effects Analysis (FMEA) is adopted. Selection of LTs is done using Analytic Hierarchy Process (AHP) and House of Quality (HoQ). This model utilizes Fuzzy Logic (FL) to convert the linguistic judgements into numerical values for computation. Future state map deployed with the shortlisted lean tools is developed to compare current and future states. The model is applied in PVC pipe manufacturing industry and the results show notable improvements. The raw material saving of 2.5 kg, 3% reduction of value added time, 7% reduction of non-value added time and 5% reduction of lead time in the production of PVC pipes per batch are obtained in future state.
Keywords: Lean Manufacturing; Value Stream Mapping; Fuzzy Analytic Hierarchy Process; Fuzzy Failure Mode and Effects Analysis; Fuzzy Quality Function Deployment; Continuous processing industry.
An Empirical Study on Kaizen Events in Indian Small and Medium Enterprises
by THIRUMANI MUNISWAMY IYER VENKATESAN, Goutam Kumar Kundu
Abstract: Purpose: Striving to keep up the competition, SMEs (Small and Medium Enterprises) in India have been deploying many process improvements through various innovative measures. This paper is designed to analyze Kaizen Events with a few live case studies . The uniqueness of this paper is that Kaizen ideas are based on energy conservation to enhance industrys margins and profitability. When corresponding events are practiced in SMEs, it shall also support Government of Indias mission in meeting energy conservation targets apart from market competition.
Design and Methodology: This paper is based on case study research design methodology from Industries. Case studies are deployed for collecting data on energy savings. Tools adopted in the studies are based on Lean-Kaizen structure. Calculations for conversion of energy savings to carbon emissions are assumed from International conventions on energy.
Findings: Case studies leading to reduction of primary energy sources like, LPG, Diesel and Coal and also ,secondary sources reduction like Electricity are tabulated. Carbon emission reductions arising out of energy savings are the by-product of this study. Due to space constraints in this paper other intangible outcomes like On-Time-Delivery, customer satisfaction index are all not covered .
Originality Value: This paper dedicated on energy conservation deploying Kaizen Events is one of the first initiative as observed from available reputed International Journals on Kaizen topics.
Keywords: Kaizen, Kaizen Event, SME (Small and Medium Enterprises), Energy Conservation, Tangible and Intangible Outcomes
Paper Type: Case study
Keywords: Kaizen; Kaizen Event; SME (Small and Medium Enterprises); Energy Conservation; Tangible and Intangible Outcomes.
Quantifying the factors affecting the 5S implementation in manufacturing organizations using Graph theory and Matrix method
by Rajesh Attri, Noor Zaman Khan, Arshad Noor Siddiquee, Zahid A. Khan
Abstract: The main purpose of current research work is to evaluate the effect of various factors in the successful implementation of 5S. For this purpose, a systematic methodology based on graph theory and matrix (GTM) method has been utilised for the computation of implementation index. An example has been proposed to demonstrate the methodology. The main consequence of this work is that manufacturing organisations can find the weak links in their 5S implementation process. Moreover, the organisations can compute their implementation index value to judge their readiness for the successful implementation of 5S.
Keywords: 5S; factors; implementation; digraph; matrix; permanent function; index.
Enhancing the Operational Performance of Mail Processing Facility Layout selection using Multi - Criteria Decision Making Methods.
by Sengazhani Murugesan Vadivel, Aloysius Henry Sequeira
Abstract: Generally, facility layout design (FLD) has a significant impact on the performance of a manufacturing or service industry which comes under multi-objective problem. Facility layout design is aimed to streamline the work flow and increasing the productivity. This paper attempts to incorporate multi-criteria decision making process (MCDM) methods to find the optimum layout to improve the operational performance through lean service, workplace environment and ergonomics approach. Layout design focuses on identification and elimination of waste (non-value added activities) and comfortable workplace environment with suitable ergonomics conditions in order to achieve the target production. The proposed methods are exemplified through practical applications in Indian postal manual speed post sorting facility layouts. In this case study, we have proposed three methods: analytical hierarchy process (AHP), technique for order preference by similarity to ideal solution (TOPSIS) and fuzzy TOPSIS. Empirical results are encouraging for implementing feasible methods in solving a layout design problem.
Keywords: AHP; Fuzzy set theory; Facility layouts; Multi criteria Decision Making; Mail operations; TOPSIS.
Mapping heritage tourism service quality using Kano model: A case study of Indian tourism
by Ashutosh Pandey, Rajendra Sahu
Abstract: This research tries to understand the needs and perception of inbound tourists visiting Indian heritage sites through the application of kano two- dimensional quality model. An attempt has been made to provide suggestions for improving service quality at cultural and historical heritage sites in India, which would further improve the tourist satisfaction, foreign tourist inflow, foreign exchange earnings and ranking of Indian tourism worldwide. The study indicated that out of 24 service quality items classified by the Kano model, one dimensional and indifferent quality elements were large in numbers. This study suggested that heritage sites in India need to take care of crowd management, general cleanliness, upkeep of sites and further prioritizes the other service attributes for providing better tour experiences to foreign tourists.
Keywords: (service quality; tourism; inbound tourists; heritage sites; Kano two-dimensional quality model).
Improving Innovation and Performance in Professional Service Outsourcing An Empirical Study in Emerging Market
by Zuoming Liu
Abstract: This study investigates how a professional service providers external integration with global clients and internal integration across various functional units impact its innovation and performance under various external environmental uncertainties. Drawing on the theory of organizational learning and dynamic capabilities, a conceptual framework is proposed and tested empirically by using survey data from Indian-based professional service providers. This study contributes to the much-needed efforts in studying professional service outsourcing and provides helpful managerial guidelines to both professional service providers and global clients regarding how to properly manage outsourcing activities to achieve expected benefits.
Keywords: professional service outsourcing; internal integration; external integration; innovation.
Evaluation of the airport service quality indicators using fuzzy AHP framework: An Indian Perspective
by Chandra Prakash Garg
Abstract: In this era of globalization, renewed emphasis on service quality and increased customer expectations have augmented the responsibility of airport operators to provide good service quality at airports. With the growing investment and privatization at Indian airports overall quality of airport service emerges as the major differentiating factor between airports. Indian Airports are also competing with the other airports globally and focusing to provide good service quality to the passengers. They have started on focusing on airport service quality (ASQ) indicators with the goal of delivering good service quality so passengers can choose these airports for future travel. Therefore, this paper is aimed to research the comprehensive evaluation of airport service quality dimensions. This paper presents a model based on Fuzzy Analytical Hierarchy Process (AHP) to prioritize the ASQ indicators. A numerical analysis of Indian airports is presented to demonstrate the use of the proposed method. This proposed method considered fuzzy framework that can handle impreciseness and uncertainty. The robustness of the model is verified by sensitivity analysis.
Keywords: Airport service quality (ASQ) dimensions; Fuzzy theory; AHP; Sensitivity analysis; India.
Stochastic modelling and analysis of maximum entropy of MX/G/1 queueing system with balking, startup, and vacation interruption
by Nithya R P, Haridass M
Abstract: In this paper, a batch arrival single server queueing system with startup, balking, and vacation interruption is considered. The customers arrive in bulk according to poisson process and the server provides service one by one to the primary arriving customers. During the busy period of the server, the customers may join the queue with probability α or may balk from the system with probability 1-α. On completion of service, the server goes for vacation when there are no customers available in the queue, otherwise, it resumes service. After a vacation, the server stays idle until the customer arrives and when an arrival occurs, the server begins the startup work and resumes service. Furthermore, vacation is interrupted suddenly when a customer arrives during vacation and goes for startup and then starts service after completing the startup work. For the above model, the probability generating function of the steady state system size distribution at an arbitrary time epoch is obtained by using supplementary variable technique. Various performance measures and busy period distribution are derived. Cost model is also developed. Some particular cases are discussed to justify the result obtained. Moreover, maximum entropy principle is employed to determine the solution for steady state probability distribution of system size and expected waiting time in the system. The results are compared with the analytical results of the proposed model and validated through numerical illustration.
Keywords: Bulk arrival; single server; vacation interruption; balking; startup; maximum entropy principle.
Ant Lion Optimization (ALO) algorithm for two stage supply chain network associated with fixed charges
by Parthasarathy Manimaran, MARIAPPAN KADARKARAINADAR MARICHELVAM
Abstract: In this paper an effective Ant Lion Optimization (ALO) algorithm is proposed for two stage supply chain network associated with fixed charge transportation problem (FCTP) to provide optimal or near optimal solutions. Generally in a FCTP, fixed cost is incurred for every route, along with the variable cost that is proportional to the amount shipped. In some circumstances, the variable cost is associated with quadratic variables in which the cost function will be non-linear. This problem is one of the NP-hard type combinatorial optimization problems and hence the computational time to obtain an exact solution increases in a polynomial fashion. Moreover, the exact solution techniques cannot be used when the size of the problem increases. Also, the FCTP is more difficult to solve due to the presence of the fixed costs that result in discontinuities in the objective function and renders it unsolvable by the direct application of the transportation algorithms. The aim of this paper is to determine the least cost transportation plan that minimizes the total variable and fixed costs while satisfying the supply and demand requirements of each plant and customer. This paper aims to show the application of ALO approach for solving FCTP. The performance of the proposed ALO is compared in terms of total cost with other algorithms addressed in the literature such as Genetic Algorithm, Simulated Annealing and Ant Colony Optimization. The computational results reveal that the proposed ALO provides better solutions.
Keywords: ALO; Fixed cost; NP-hard; Transportation Problem.
Developing a bi-objective location-allocation-inventory problem for humanitarian relief logistics considering maximum allowed distances limitations
by Armin Cheraghalipour, Saba Farsad
Abstract: The crises are the inevitable realities of human life, which occur naturally or by mankind suddenly and require urgent and fundamental measures to resolve it. In this research, a linear bi-objective mathematical model for the preparation phase of crisis management is formulated. The proposed model studies location-allocation problem with multiple commodities and attempts to minimize total costs along with maximizing the minimum weight of constructed locations. Moreover, the maximum allowed distances for damaged areas from main roads and equipped hospitals as novel limitations are considered. Also, the model is verified by some applied examples and to solve it, some of the well-known multi-objective decision making (MODM) approaches includes weighted sum method, Lp-metric method, and goal programming technique are used. Moreover, in order to measure efficiency of the proposed model, a sensitivity analysis is performed, which finally, the best constructed locations with minimum weights and costs are selected. The obtained results can be useful for crisis organization.
Keywords: relief logistic; location-allocation-inventory; multi-objective optimization; sensitivity analysis.
Development & Validation of Service Quality Scale for Indian Telecom Sector
by Arun Kumar Agariya, Jyoti Tikoria
Abstract: Looking at the changing landscape of Indian telecom sector due to the fierce competition and price war, there is need to reconsider and prioritize the current service standards to measure service quality. The research work aims at developing a valid and reliable scale for assessing the service quality of telecom service providers in India. A standard methodology for scale development is used for developing and validating the scale, which comprises of exploratory and confirmatory factor analysis. The sample population was taken from National Capital Region (NCR) of India. The findings clearly reveal the service quality as a multidimensional construct comprising of the factors namely physical infrastructure, service encounter, employee conduct, customer support and agility. The study bridges the gap in the literature in the domain of service quality as well as provides inferences and strategic implications from practitioners perspective as well. Novelty of this work lies in the fact of considering the views of customers of different Indian telecom service providers and providing a comprehensive measure for enhancing the service quality which is the pressing need due to the significant change in the Indian telecom sector due to advent of new players as well as shifting customer expectations and experiences.
Keywords: Service Quality; Telecom Sector; Scale development; Customer expectations; NCR Region; India.
The Impact of ERP Systems on Organizational Performance in Lebanese Wholesale Engineering Companies
by Tony Saleh, Mira Thoumy
Abstract: The purpose of this study is to evaluate the impact of the implementation of Enterprise Resource Planning (ERP) on organizational performance, in Lebanese wholesale engineering companies. For this reason, a representative sample of the population was studied, in order to collect feedback linking ERP modules implementation to operational performance measures. The collected data indicated that the implementation status of ERP modules has a positive varying effect on operational performance measures. The results also showed that when studied as a whole system, ERP has a greater effect on operational performance namely 39.8%; also when only the significant modules were evaluated an even higher impact of 50.3% was seen.
Keywords: Enterprise Resource Planning (ERP); Operational Performance; Wholesale engineering companies; HVAC; Lebanon.
A comparative study of online review management in hospitality services
by Run Niu, Ying Fan
Abstract: Managing online reviews has become an essential task for managers thanks to the profound impact of customer online reviews on hospitality services. Multinational hospitality services face mounting challenges of managing online reviews posted by domestic and international customers when operating and competing in different countries. Based on a comparative case study, this paper provides a comprehensive understanding of online review management practices in the hospitality industries in the US and China. The study develops a conceptual framework for key online review management practices and identifies the similarities and differences of these key practices between the US and China. The key practices set the groundwork for developing an integrated framework for evaluating online review management practices. The comparison provides guidelines for multinational companies to manage online review management practices in different countries when competing with other multinational or domestic companies.
Keywords: Online reviews; Online review management; Service operations; Comparative study; Case study; Hospitality services.
Performance evaluation methods in the services sector: empirical study in hotels
by Maria Joao C. V. Machado
Abstract: The purpose of this study is to analyse the association between hotel features and two performance evaluation tools: the method used to evaluate hotel performance, and the interest in evaluating employee performance. The data were collected through a survey addressed to the financial managers of four and five-star hotels located in Portugal, following which 241 fully completed surveys were obtained. The results obtained present the following main contributions: the identification of two new contingency variables to the methods used to evaluate hotel performance; the demonstration of the existence of associations between hotel features and the interest in evaluating employee performance; a statistical demonstration of the direction of the associations, proving that it is the hotel features that influence the methods used.
Keywords: performance evaluation methods; hotel features; hotel industry; contingency variables; Balanced Scorecard; Tableau de Bord.
A New Efficient Learning Approach E-PDLA in assessing the Knowledge of Breast Cancer Dataset
by Mehfooza Munavar, Pattabiraman V
Abstract: Breast cancer is a deadly cancer that develops from the breast tissue. It is one among few reasons for women deaths in the world. Data mining and modern data analytics methods provide excellent support to infer knowledge from the existing database. Application area like medical world needs such efficient automated knowledge inferring tools and methods for better decision making. In this work, efficient data analytic methods like, K-nearest neighbours (KNN), C4.5 decision tree, nave Bayes (NB), support vector machine (SVM), expert-pattern driven learning architecture (E-PDLA) are performed against the Wisconsin Breast Cancer (WBC) dataset. The aim of the work is to diagnose the proficiency and operational capabilities of the algorithms that have been tested. The results have been tabulated with the possible performance metrics and found the E-PDLA gives highest accuracy (99%) on classifying the dataset which gives insight of knowledge. All experiments have been simulated in J2EE environment with support of weka tool.
Keywords: Knowledge; E-PDLA; SVM; NB; C4.5; KNN; Accuracy.
Analyzing brand awareness as a driver for determining brand value: A study in telecommunications service marketing
by Ananya Rajagopal
Abstract: Consumer-centric services companies demonstrate brand attributes and build brand image to a certain brand quality through effective brand communications to develop brand awareness among consumers. This study has been conducted with 272 consumers using telecommunication services in Mexico City. It has been conducted in two phases - development of scale, and analysis of data. The scale indicated as 'BASInd', based on critical examination of five research studies conducted between 2011-2018 was developed generically for this study. The study aims at analysing the role of brand awareness as a driver to determine brand value through brand communication, brand attributes, brand quality, and brand image. The study reveals that effective brand awareness helps in developing brand value among consumers. Brand advertisements and inter-personal communications imparted by service promotors not only enhance brand awareness among consumers, but also help them in making appropriate buying decisions.
Keywords: Brand attributes; brand awareness; brand quality; brand image; brand value; and services brands; scale development.
The mediating role of employee productivity for determining relationship between human resources management factors and cleaner production
by Razieh Zarei
Abstract: The purpose of this research is to find the effect of factors related to the human resources management on cleaner. The research results after being ensured of the sample normality by using of the route analysis indicated that although the human resources management does not have direct and significant effect on cleaner production; but, there is a significant and direct relation between the humane indexes influencing on employee productivity and cleaner production and there is also a direct and significant effect between human resources management and employee productivity in Shahid Bahonar Copper Industry Company in Kerman. Also, the human resources management with mediation of humane indexes influencing.
Keywords: Human resources management; employee productivity; cleaner production.
A review of the literature on mixed make-to-stock/make-to-order production systems: Major findings and directions for future research
by Samiran Bera, Thyagaraj Kuthambalayan
Abstract: Research on production strategies have mainly focused on make-to-stock (MTS), make-to-order (MTO) or hybrid MTS-MTO mode of production. However, firms also manufacture both MTS and MTO items in a single facility. This is popularly known as mixed MTS-MTO production strategy. A content-analysis-based literature review is conducted to identify: 1) the conditions favouring adoption of these systems; 2) the issues in these systems and our current understanding of addressing these issues; 3) the challenges in improving these systems. In addition, we also examine the modelling approaches used to design mixed MTS-MTO systems. The study provide insights to the operations managers to suitably design the production systems in order to derive competitive advantage.
Keywords: Production Strategy; Make-to-Stock; Make-to-Order; Literature Review.
A Lagrangian-Relaxation based Bounding Approach for the Convoy Movement Problem in Military Logistics
by S.A. Ezhil, Rajendran Chandrasekaran
Abstract: Convoy movement problem (CMP) is an important optimisation problem, especially occurring in military logistics, which focuses on routing convoys concurrently in a network. The CMP is subject to constraints for preventing certain interactions between convoys such that the objectives related to travel times of them are minimised. We propose a Lagrangian relaxation (LR) approach to efficiently obtain a lower bound on the optimal solution. Our LR approach does not have integrality property, and hence the lower bound obtained is always tigher than the lower bound obtained using the LP relaxation. As CMP is an NP-complete problem, lower bounds are useful to evaluate the solutions obtained by a heuristic. From our computational experimentation, it is found that the proposed LR approach is superior to the existing LR approach.
Keywords: Military Logistics; Convoy Movement Problem; Lower bound; Lagrangian Relaxation.
Accuracy in measuring customer satisfaction
by Peter Madzik, Miroslav Hrnciar
Abstract: The study reports an analysis of the accuracy of three selected methods point direct scoring (PDS), ranking (RK) and multi-choice (MCh) in processing the results of large-scale surveys. The reference value for assessing their accuracy was the degree of overall satisfaction. We adopted a structured approach: First a reference value was selected against which to assess accuracy. The next step was determination of the methods for calculating the comparison value. After the calculation was made, the values calculated using each method were compared to the reference value and the resulting data were used to determine the accuracy of the given method. The RK method had a statistically significant advantage over the PDS and MCh methods in the accuracy of its relationship to the reference value. It was calculated that the RK method was on average 7.8% more accurate than the PDS and MCh methods.
Keywords: Overall satisfaction; satisfaction index; attribute importance.
An Examination of the Operating Efficiency of Wholesale and Retail Firms
by Xun Xu, Yinfei Chen, Wenhui Liu
Abstract: This study investigates whether a firm's competitive advantage, measured by its relative operating efficiency, can be maintained in the long run. Based on a sample of US listing firms in the wholesale and the retail industries from 1995 to 2015, we examine the dynamics of the trend and stability of firms' operating efficiency in the long run. We find that companies that are moving ahead in the short run cannot guarantee their operating efficiency status in the long run. In the long run, operating efficiency can trend upwards, downwards, fluctuate, or remain flat. The findings are consistent to both industries, except that in the retail industry, there are more firms that consistently fall behind than firms that are in other categories of efficiency. This study provides implications for firms to measure and improve their operating efficiency dynamically over the short and long horizons to win the competitive market.
Keywords: Dynamics of operating efficiency; wholesale firms; retail firms.
An integrated approach for solving cell formation and intra cell machine layout problem considering operation sequence and alternative process routing.
by RAJA Shanmuganantham
Abstract: Cellular manufacturing is a group technology approach wherein parts and machines are arranged in flow production. Most of the cell formation methods in the previous literature have addressed the zero-one matrix for solving cell formation problem with single process routing. Even though multiple routings are considered in some cases, machine layout is not considered which results in increased number of backward flow, voids and exceptional elements. In this research, we have proposed a new heuristic approach for solving cell formation problem based on new similarity coefficient method and identifying intra-cell machine layout based on flow matrix by considering operation sequence and alternative routings. In order to validate the efficiency of our proposed method, five well-known test problems from the literature are employed and the results are compared with the existing method the results clearly show that the proposed approach which that provides superior or equal solution than the existing method.
Keywords: Cell formation problem; Similarity coefficient; Machine layout; operation sequence; Alternative routings.
Systematic literature review on application of business analytics & information technology in supply chain performances
by Mahendra Singh, Rajkiran Prabhakar
Abstract: Supply chain management (SCM) functions are having applications of business analytics (BA). Supply chain managers' uses BA as competitive tool. Application of BA in key SCM functions, with information technology (IT) innovations has been a topic of tremendous interest to both practitioners and researchers. We identified more than 200 articles (over two decade) and classified them by year of publication, functional discipline, publication source, research methodology and application for the purpose of comprehensive literature review. Study identifies relationship between analytical tools and IT in supply chain decision making and supply chain performances. It explores research trends and patterns across disciplines and suggestions of potential areas for future research in BA, IT and supply chain decision making and performances.
Keywords: Business Analytics; Supply Chain Management; Information Technology; Operational Performances,.
Green manufacturing in garment industry through the application of fundamental lean tools
by N.SENTHIL PRABHU, Rajenthira Kumar D, S.R. Devadasan, Gnanaguru R.
Abstract: In this paper, a model named as green through lean tools (GTLT) is proposed. GTLT was designed to implement green manufacturing in four phases through the adoption of three fundamental lean tools namely 5S, A3 Report and kaizen in garment manufacturing companies. The novelty of GTLT model is that the degree of implementing green manufacturing paradigm in the garment manufacturing company is assessed by using colours. Green colour refers to mean that green manufacturing paradigm has been fully implemented in the garment manufacturing company. After designing GTLT model, its practicality was examined in nine garment manufacturing companies. The results of this examination indicated that GTLT is an economical, powerful and practically feasible model that would enable the garment manufacturing companies to implement green manufacturing paradigm through the application of the above mentioned three fundamental lean tools.
Keywords: Green manufacturing; lean manufacturing; garment manufacturing; 5S; A3 report; kaizen.
ECONOMIC ORDERING MODEL FOR MULTIPLE ITEMS WITH STOCHASTIC DEMAND AND BUDGET CONSTRAINT
by Mahadev Ota, S. Srinivasan, NANDAKUMAR C. D
Abstract: The classical newsboy problem considers the single product case to determine the optimal ordering quantity which maximises the expected profit. This paper attempts to develop a newsboy type model with multiple products and stochastic demand and determine the optimal ordering quantity based on the different time periods which maximise the expected profit subject to the budget constraints. In the modern market, each individual customer has his own freedom to choose the product independently. Accordingly, this paper assumes that the demand for each product is invariably independent and follows the lognormal distribution with different mean and variance. An effective method has been developed to determine the optimal ordering quantity for each product at different time period with different level of budget constraint. From the illustrations, it is quite clear that an optimal solution can be obtained for the proposed model. The analytical structure used in the proposed model shows that the multi-product extension of the newsboy problem with budget constraint and stochastic demand is a very challenging area of research.
Keywords: optimal ordering quantity; multiple items; budget constraint; stochastic demand.
A Pareto-based optimization algorithm for a multi-objective integrated production-distribution planning problem of a multi-echelon supply chain network design
by Seyed Taghi Akhavan Niaki, Alireza Alinezhad, Abolfazl Kazemi, Keyvan Sarrafha
Abstract: This paper addresses a multi-periodic supply chain network design (SCND) problem involving suppliers, manufacturers, distribution centres (DCs), and customer zones (CZs). Logistic decisions made in each time period have a tactical nature. Location/strategic decisions are made at the beginning of the time horizon and remain unchanged until the last period. While both backorders and lost sales are considered, the aim is to design the supply chain network (SCN) under three minimisation objectives including total costs, the transfer time of products to CZs, and backorder level and lost sale of products. A multi-objective mixed-integer linear programming (MILP) model is developed and a meta-heuristic algorithm named multi-objective vibration damping optimisation (MOVDO) with tuned parameters is proposed to find non-dominated solutions. The performance of this method is compared with two popular existing algorithms called NSGA-II and NRGA when they solve some randomly generated problems.
Keywords: Supply chain network design (SCND); Integrated production-distribution planning (PDP); Multi-objective vibration damping optimization (MOVDO); NSGA-II; NRGA; Taguchi method.
A Heuristic and GRASP Algorithm for Three dimensional Multiple Bin-Size Bin Packing Problem based on the needs of a spare-part company
by Ali Shoja Sangchooli, S. Mehdi Sajadifar
Abstract: The three-dimensional multiple bin-size bin packing problem (3D-MBSBPP) has many practical applications in the logistic problems such as warehouse management, transportation planning and container loading. An efficient solution to the problem can have significant effects on reducing the transportation costs, improving the status and increasing the productivity and profitability of the companies. The mathematical models proposed for this problem are few in number and can, therefore, be expanded and improved much further. In this paper, based on the needs of a spare-part company in Iran, we developed a mathematical model for 3D-MBSBPP. This model takes into account the rotation of the boxes and the maximum weight constraint of the bins and then, we used a new heuristic and a GRASP algorithm for solving the model. The obtained answers in comparison with the exact method, confirm the speed and efficiency of the proposed algorithms, especially in solving the large-scale and real-sized problems.
Keywords: Three dimensional multiple bin-size bin packing; Container loading; Logistic; Heuristic algorithm.
Factors Predicting Employee Engagement in Indian Manufacturing Sector
by Manoj Mohanty, Sasmita Choudhury, A.K. Dasmohapatra
Abstract: Employee engagement is associated with many desirable outcomes such as job satisfaction, intention to stay, high productivity, job performance and customer satisfaction. Engaged employees over time become more creative, sensitive, productive and contribute from their heart, which can create significant difference to the organisational goal and objective. The promising Indian economy expecting 25% of Indias GDP and 100 million jobs by 2022 from manufacturing sector with the help of effective policies created and monitored by government authorities. This calls for a special focus on manufacturing sector and to trace the attributes which are predicting the employee engagement, so that organisations can formulate proper plans and policies to ensure retention and increase in engagement level. This study witnessed organisation and work culture, job profile and accountability, compensation and benefits, resources at work, caring attitude of organisation and communication are the principal factors which govern employee engagement in manufacturing sector.
Keywords: Employee Engagement; Manufacturing Sector; Indian Industry; Private Manufacturing firms; Factor Analysis.
Operational Capabilities Dissemination for Sustainable Competitiveness: Towards an Integrated Framework
by Cristiane Biazzin, Ely Paiva, Julio C.B. Figueiredo
Abstract: This article aims to present an integrated framework, composed by micro and meso factors that impact the process of operational capabilities dissemination among an intraorganisational network (manufacturing or service provider). There are various perspectives to explain it, however, due to high number of factors and complexity of operational capabilities elements, previous studies seem to be incomplete to unfold the entire process of capability dissemination. This study comprises a multi-stage empirical analysis of managers perceptions of the factors for building a cognitive causal model for operational capability dissemination within a network. The contribution of this study includes: 1) as a methodological tool, it can support future researchers during the difficult process of forming causal relations; 2) as a theoretical framework for operational capabilities dissemination to sustain and spread competitiveness among units; 3) can support managers to address actions for capability dissemination and overcome the challenges to keep sustainable competitiveness.
Keywords: cognitive causal mapping; operational capabilities; organizational networks; capability dissemination.
Superiority of Fuzzy AHP-VIKOR approach in an agile environment
by Sakthivel Aravind Raj, Jayakrishna K, S. Vinodh, Rajyalakshmi Gajjela, Sanchita Sharma
Abstract: Agile manufacturing (AM) system focuses on the customised production with shorter lead time in a cost effective manner. Conceptual design is a vital phase of product development and AM obliges towards it. Selecting appropriate conceptual design often involves consideration of multiple factors, multi criteria decision making (MCDM) techniques facilitates in resolving this problem. In this study, hybrid fuzzy analytical hierarchical process (AHP) and fuzzy VIKOR approach was used for selecting the best conceptual design of instrument panel (IP). The article focuses on development of various concept designs for IP considering the recent manufacturing and technological aspects. Appropriate agile criteria were identified through several brainstorming sessions conducted among the stakeholders of the organisation. Fuzzy AHP model was used to compute the weights of the proposed conceptual designs and fuzzy VIKOR was used to select the best suited conceptual design. The case study was also practically validated in a manufacturing scenario.
Keywords: Agile Manufacturing; MCDM; AHP; VIKOR; Concept design.
Measuring Social Sustainable Practices in Middle Eastern Airlines: The Employees Perspective
by Ajmal Mian, Matloub Hussain, Rawdha Eissa Alsuwaidi
Abstract: Measuring social sustainability across any organisation is a complex phenomenon involving many criteria and sub-criteria. To address this level of complexity, a multi criteria decision-making process called the analytical hierarchy process (AHP) has been used in this research. Data have been collected from 15 experts of two full service carriers (FSCs) from the Middle East. The findings of this research showed that ten main criteria and 32 sub-criteria are important measures of social sustainability from the employees perspective. It has been found that employees well-being, learning, development and engagement are the most important criteria for infusing social sustainability into the airline industry. However, community and organisational culture have the lowest priority weights. Measuring social sustainability from the employees perspective is a multifaceted issue. The proposed framework can help policy makers to enhance the social sustainability standards of their employees and to gain a sustainable advantage.
Keywords: Sustainability; Social Sustainability; Airline Industry; Middle East; Analytical Hierarchy Process.
Special Issue on: 9th IEEE-GCC Economics and Business Engineering
Do IT Integration and Decision-Making Integration Influence Service Operation Performance? Empirical Evidence from Electrical & Electronics Distribution Firms
by Cheng Ling Tan, Wei Lip Tan, Sook Fern Yeo
Abstract: This study aims to investigate the relationships between IT integration, decision-making integration, and service operation performance among the electrical and electronic (E&E) distribution firms located in ASEAN. Based on this premise, a model linking IT integration, decision-making integration, and service operation performance are tested. A self-administered questionnaire was employed for data collection. A total of 83 respondents were taking part in this study. Smart Partial Least Square (PLS) and Statistical Package for Social Sciences (SPSS) packages were utilized to analyze the data. The analysis results revealed that IT planning and business process integration has a significant relationship with service operation performance. The implication of this study enables the E&E distribution firms in ASEAN to better understand the relationship between IT integration, decision-making integration, and service operation performance.
Keywords: IT Integration; decision-making integration; service operation performance; electrical and electronic; communication; planning; flexibility; modularity; business process integration; and cross-functional team.
Green Supply Chain Performance Evaluation Model for Automotive Manufacturing Industries by Using Eco Balanced Scorecard
by S. Amaladhasan, Parthiban Palanisamy, R. Dhanalakshmi
Abstract: Green Supply Chain Management (GSCM) has emerged as an effective management tool and philosophy for proactive and leading manufacturing organizations. This study uses a set of initial Key Performance Indicators (KPIs) for green supply chain evaluation and believed to be appropriate for automotive companies using Eco Balanced Scorecard (EBSC). Balanced scorecard consists of four perspectives such as financial, customer, learning, and growth and internal business process, here fifth perspective as an environment is included. Drawing on the five perspectives of an EBSC, this paper first summarized the evaluation indexes synthesized from the literature relating to green supply chain performance. Furthermore, the relative weights of the chosen evaluation indexes were calculated from Fuzzy-Analytic Hierarchy Process (F-AHP). And, further, the two Multi-Criteria Decision Making (MCDM) analytical tools of Fuzzy-VIKOR and Gray Relational Analysis (GRA) were respectively adopted to rank the green supply chain performance and improve the gaps with five industries as an empirical example. Finally, a sensitivity analysis is performed to determine the influence of criteria weights and other factors in the decision-making process. The analysis results highlight the critical aspects of evaluation criteria as well as the gaps to improve green supply chain performance for achieving aspired/desired level. It shows that the proposed Fuzzy-MCDM evaluation model of green supply chain performance using the EBSC framework can be a useful and effective assessment tool.
Keywords: Green Supply Chain Management; Key performance indicators; Eco Balanced Scorecard; Fuzzy-VIKOR; Gray Relational Analysis.
An Efficient supplier selection Model for Hospital Pharmacy through Fuzzy AHP and Fuzzy TOPSIS
by Manivel Palanisamy, Rajesh Ranganathan
Abstract: This article investigates the significance of supplier selection in hospital pharmacy. In recent global scenario, the selection of supplier for the pharmacy is a crucial role to prompt service level as well as total value cost. Normally, high quality services, inventory and customer satisfaction is influenced mostly by the supplier selection process variable. The supplier selection normally depends on many criteria such as cost, delivery of the product, service, flexibility with the consumer, etc. The uncertainty during supplier selection could be handled by Multi-Criteria Decision Making (MCDM) techniques. A methodology is developed to analyze the qualitative and quantitative variables involved in the supplier selection process and it is illustrated with the case study of a hospital pharmacy. This paper analyze the alternatives, criteria and sub criteria of the supplier selection process by multi criteria decision making approach of Fuzzy Analytic Heuristic Process (FAHP) and Fuzzy Technique for Order of Preference by Similarity to Ideal Solution (FTOPSIS) methods. Based on discussion with the pharmacy manager, five criteria were chosen and analyzed. The decision makers determined the weights of the criteria and sub-criteria and evaluate the alternatives and ranks them by FAHP and FTOPSIS method. Finally compare the results obtained by FAHP and FTOPSIS methods and select the appropriate supplier which helps to improve the overall efficiency of the pharmacy.
Keywords: Supplier selection; Fuzzy AHP; Fuzzy TOPSIS; MCDM techniques; Hospital pharmacy; Inventory.
A multi-objective genetic algorithm to solve a single machine scheduling problem with setup-times
by Youssef Harrath, Amine Mahjoub, Jihene Kaabi
Abstract: The objective of this research is to study the one machine scheduling problem with setup-times. Two objectives were considered; the completion time and the total weighted tardiness. Only the static version of the problem was treated. The problem is NP-hard and not approximable. We proposed a multiobjective genetic algorithm with new crossover operators to solve the problem. To validate the algorithm, we conducted an intensive experimental study, which showed that the new operators allowed the genetic algorithm to generate Pareto optimal solutions close to many developed lower bounds.
Keywords: scheduling; completion time; total weighted tardiness; genetic algorithm; multiobjective optimization.
Business Process Reengineering Impact on SMEs Operations: Evidences from GCC Region
by Waleed A. Aziz
Abstract: Pioneered in the 1990s, business process reengineering (BPR) is focused on value addition. The theory and practice of business reengineering have evolved over the years with globalization and technology becoming key parts of business. Despite these changes, BPR implementation in small and medium-sized enterprises (SMEs) has received limited attention. Given that SMEs play an important role in the economic growth of different regions, the investigation of BPR implementation in these businesses is as important as their role in large organizations. The objective of this paper is to examine the impact of BPR in SMEs. The paper also determines the key components of successful business process reengineering in SMEs. rnThe study found out that the basic components of BPR can remain constant when implementing them in SMEs. However, managers should ensure that they integrate SME-specific issues in their BPR decision making. Through examining existing literature and practices, the paper identified the existing gaps in SME implementation of BPR. The paper also proposes approaches to addressing these constraints. Cost, resistance, communication, and poor design are identified as the constraints for successful implantation of BPR in SMEs. The developed framework identifies organizational culture, organizational knowledge, resources, and technology as the key factors in successfully managing BPR. The paper also identifies continuous improvement as an additional step in the management of BPR in SMEs.
Keywords: SMEs; Business Reengineering; GCC; Business Operations.
An Empirical Study of the Performance of Canadian-Owned Chains of Retail Stores
by Mohamed Dia, Pawoumodom Matthias Takouda
Abstract: The performance of a sample of public Canadian-owned chains of retail stores is assessed using Data Envelopment Analysis over the 15 years spanning the period from 2000 to 2014. Our analysis shows that the chains of food and beverage retail stores presented the best practices. In addition, we found that the impact of the 2008 financial crisis on the performance of the chains of retail stores was statistically significant only for the scale efficiencies. A similar result was found while investigating differences in efficiency between the firms that had international operations and the ones that focused only on the domestic market.
Keywords: Performance measurement; Data Envelopment Analysis; Efficiency; Retail Industry; Canada.
A hyper-heuristic framework for solving the delivery problem with time windows
by Hiba Yahyaoui, Saoussen Krichen, Abdelkader Dekdouk
Abstract: We address in this paper a delivery process with time requirements in the supply chain stated as follows: orders launched from customers are centralized and assigned to firms' depots for the delivery process. The consideration of a depot and a set of customers belonging to different firms, is seen as a VRPTW that serves $n$ customers using a subset of vehicles. We implement in this paper a DSS that handles the delivering activity in the supply chain. The DSS embeds a GRASP and Genetic components for generating promising solution in a concurrently run time. In addition we proposed a $VNSH$-based hyper-heuristic that tries to select the most accurate neighborhood at each iteration to apply according to its previous performance.
Simulation results are conducted on Solomon's benchmarks. The DSS recorded very competitive results regarding state-of-the-art approaches.
Keywords: Hybrid Genetic Algorithm; Variable Neighborhood Search; VRPTW; hyper-heuristic.