Forthcoming articles

International Journal of Productivity and Quality Management

International Journal of Productivity and Quality Management (IJPQM)

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International Journal of Productivity and Quality Management (71 papers in press)

Regular Issues

  • Enhancing Performance through Total Quality Management in Pharmaceutical Manufacturing Industry of Pakistan   Order a copy of this article
    by Suhaiza Zailani, Arsalan Najami, Waqar Ahmed, Shahab Uddin 
    Abstract: The study is focused on the evaluation of Total Quality Management (TQM) in the pharmaceutical companies of Pakistan and the effect that it produces. After thorough literature review, seven hypotheses were postulated comprising of nine variables encompassing TQM elements. A survey-based quantitative approach was utilized in which primary data was collected through self-administered questionnaires. Out of 350 questionnaires circulated, 301 responses were received that were used for the data analysis. The collected data was analyzed using PLS-SEM and results were statistically evaluated. The investigation concluded that quality culture creates a chain effect that greatly improves performance of a company. It was also concluded that the proposed hypotheses are positively supported and that the implementation of TQM elements bring about positive changes in the overall performance of the pharmaceutical industry of Pakistan.
    Keywords: Total quality management; pharmaceutical companies; performance; SEM-PLS; Pakistan.
    DOI: 10.1504/IJPQM.2020.10028603
  • Emergence of ISO 9001:2015 standard and its linkage with world class manufacturing strategies   Order a copy of this article
    by M. Santhose, V. Senthil, S.R. Devadasan, K. Balakrishnan 
    Abstract: Right from the days of their release, ISO 9000 series standards-based quality management system (QMS) has been implemented in large number of organisations. Whenever revisions were made, organisations tuned their QMS to adhere to the respective revised version of ISO 9000 series standards. This kind of need has arisen now due to the release of ISO 9001:2015 standard. In the context of observing this need, the survey reported in this paper was carried out with the objective of exploring the nuances of ISO 9001:2015 standard and its implementation trend in organisations. The results of this survey have indicated that the organisations are now slowly turning their QMS to adhere to the stipulations of ISO 9001:2015 standard. Further, in this article, the need of integrating total productive maintenance (TPM) with the ISO 9001:2015 standard-based QMS is pointed out. This article is concluded by claiming that such integration and its implementation will enable the modern organisations to attain world class manufacturing goals.
    Keywords: Quality management system; ISO 9001:2015 standard; world class manufacturing strategies; knowledge management; SIPOC; PDCA; Total productive maintenance.
    DOI: 10.1504/IJPQM.2019.10028684
  • Waste Analysis Framework for Lean Production: Pilot Study in a Healthcare Setting   Order a copy of this article
    by Seyed-Hadi Mirghaderi, Zahra Akrami, Ali Naghi Mosleh Shirazi 
    Abstract: This paper utilises the constructive research approach for developing a systematic and step-by-step waste analysis framework. The purpose is to facilitate the implementation of lean operations in organisations. The suggested framework consists of seven steps: 1) finding the cause of wastes, 2) finding solutions, 3) diagramming the relationship among wastes, causes, and solutions, 4) estimating the cost of wastes, 5) determining the weight of wastes, 6) clustering wastes and 7) ranking waste clusters. By implementing the proposed framework in a hospital ward, which tends to be a lean healthcare system, we found that there are three clusters in 20 wastes. Then, we ranked the clusters concerning the cost and importance of the wastes. Real-world results confirmed that this method has the capability of providing a scientific way for the selection of a cluster of wastes with higher priority than others and subsequently, facilitating removal of the cluster.
    Keywords: Muda; Waste Analysis; Waste Elimination; Lean; Lean Production; Lean Healthcare; Lean Hospital; Waste Analysis Framework; Constructive Research Approach.
    DOI: 10.1504/IJPQM.2020.10029413
  • Value Engineering and Cost of Quality: An integrated Framework   Order a copy of this article
    by Noha Mostafa, Enas Abdallah, Mansour Abo Gamila, Hesham Elawady 
    Abstract: The technological and industrial development, and the aspiration of the customers to get products and services with high quality have led to an increase in the competition between industries and services organizations. The value of a product or a service can be improved through improving its function, quality and/ or minimizing its cost. Value Engineering (VE) and Cost of Quality (COQ) are powerful techniques for quality management and for reducing the unnecessary costs. Therefore, the aim of this paper is to propose a framework that facilitates VE methodology application by using one of the COQ models to improve product quality and process capability. This integrated framework improves the value of product or service by raising the level of quality while maintaining or reducing unnecessary costs. The paper investigates the importance of VE application, the factors influencing VE and the proposed integrated VE and COQ framework.
    Keywords: Value Engineering; Cost of quality; Framework; Job Plan; Quality Management; Quality Costs; Process Improvement.
    DOI: 10.1504/IJPQM.2020.10033177
  • Knowledge Integration Mediate the Influence of Quality Management Practice on Organizational Performance   Order a copy of this article
    by Sri Wartini, Wisnu Untoro, Joko Suyono, Mugi Harsono 
    Abstract: The aim of this study was to examine the influence of quality management practices (QMPs) on organisational performance mediated by the role of knowledge integration, survey method of 205 leaders of universities in Semarang. We used Smart PLS Program to analyse data statistically. This result show that dimension leadership commitment and continuous improvement had a positive and significant effect on organisational performance and knowledge integration mediates the influence of continuous improvement and customer focus on organisational performance. We found that the basic model of leadership behaviour such as continuous improvements and customer focus on organisational performance proved to be mediated by knowledge integration. Limitedness result this research is differences object on this study resulted in differences in results from the previous studies. Other limitedness do not involved employees and students as the part of academics. Empirical examination to other quality management dimensions, involvement employees, and students contributes in improving organisational performance.
    Keywords: Knowledge Integration; Organizational Performance; Quality Management Practice.
    DOI: 10.1504/IJPQM.2020.10030156
  • Managing arrival variability in healthcare services: Case of an out-patient department   Order a copy of this article
    by PIYUSH GUPTA, Piyush Pranjal, Punam Prasad, AMIT SACHAN 
    Abstract: Similar to other services, healthcare is also experiencing an evolution of patients into sophisticated customers with high expectations from the service providers. This has led to the application of operations research tools such as discrete event simulation modeling in delivering improved healthcare services. The present study is conducted in an Obstetrics and Gynaecology out-patient department of a multi-specialty hospital. Process related data is collected from the department and is used to build a discrete event simulation model. Scenarios are developed considering strategies suggested in the literature to manage arrival variability, the most crucial form of customer-induced variability. Based on the results obtained, the most optimal solution is highlighted. This study shows that with recent research advancements in simulation modeling, scepticism towards methods adopted from other sectors can be reduced which is beneficial for both, the modern-day healthcare service provider and the patients.
    Keywords: Arrival variability; Healthcare services; Discrete event simulation modeling; Key performance indicators; Out-patient department.
    DOI: 10.1504/IJPQM.2020.10030466
  • Assessing the Ideology of Total Quality Management towards Hotel Sustainability Performance: Empirical Evidence using Structural Equation Modelling   Order a copy of this article
    by Kit Yeng Sin, Muhammad Shahar Jusoh, Abbas Mardani 
    Abstract: Total quality management (TQM) practices are one of the remarkable management initiatives adopted by the hotel industry to conserve the environment and ameliorate the quality of life while executing activities. Due to the existence of the value creation notion, economic value is no longer the only prerequisite assessing hotel sustainability performance, environmental and social aspects should also be considered when evaluating sustainability performance The purpose of this study is to investigate the relationship between TQM practices and sustainability performance, taking into account the environmental, economic and social aspects A questionnaire survey is conducted among 238 hotels with ISO 9001 certification in Malaysia. Structural Equation Modelling is employed to assess the relationship between TQM practices and sustainability performance. The findings of this study reveal that employee management has the most significant impact on sustainability performance.
    Keywords: total quality management; sustainability performance; economic performance; social performance; environmental performance; Structural Equation Modelling.
    DOI: 10.1504/IJPQM.2020.10030543
  • A comparative study of quality management practices between Vietnamese and Japanese manufacturing plants   Order a copy of this article
    by Minh Nguyen, Chi Phan, Yoshiki Matsui, Ha Thu Nguyen 
    Abstract: This study aims to investigate impact of quality management practices on operational capabilities in Vietnamese and Japanese manufacturers, and then, compare the impact between two countries. Statistical techniques are applied to analyse data collected from 25 Vietnamese and 22 Japanese manufacturing plants through an international joint research called high performance manufacturing (HPM) round 4 in 2014 to 2015. Analytical results indicate positive impact from supplier involvement in quality improvement and process control but negative impact from feedback and continuous improvement and learning on operational capabilities. The impacts 2 M.H. Nguyen et al. of supplier involvement in quality improvement and feedback practices are significantly different between Japanese and Vietnamese manufacturing companies. The results provide empirical evidence on the implementation quality management practices in different countries, and offer some insights into performance improvement in both developed and developing countries.
    Keywords: quality management; operational capability; manufacturing company; Vietnam; Japan; comparative study.
    DOI: 10.1504/IJPQM.2020.10030605
  • The Relationships among Overall Service Quality, Customer Satisfaction and Customer Loyalty in Library Services   Order a copy of this article
    by Tohid Kachwala, Dinesh Panchal, Aditya Bali 
    Abstract: Understanding students loyalty in library services becomes important as an operations strategy to retain existing students and attract new students. This study uses secondary data from a survey of business school library. Based on extensive literature survey, a scientific (service quality customer satisfaction customer loyalty) model is proposed to relate the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. Using convenience sampling, survey (with a well-defined questionnaire) is carried out for regular library users and structural equation modelling (in IBM AMOS) is used for investigating the relationship between the latent constructs of the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. The study identified four antecedents (reliability, assurance, empathy and physical aspects) of overall service quality. The study also found that perception of overall service quality has indirect influence on customer loyalty through customer satisfaction in library service.
    Keywords: Services Quality; Academic Library; Customer Satisfaction; Customer Loyalty; SEM; Reliability; Assurance; Empathy; SERVQUAL; LibQual+; Antecedents of Service Quality.
    DOI: 10.1504/IJPQM.2020.10030709
  • Instruments to Identify Relevant Quality Management Practices to Productivity   Order a copy of this article
    by Bertha Viviana Ruales Guzmán, Oscar Fernando Castellanos Domínguez, Alessandro Brun 
    Abstract: The objective of this research was to develop data collection instruments that allow the identification of relevant quality management practices (QMp) to productivity indicators related to the economic, environmental and social sustainability of the dairy industry. The identification of the variables was carried out, on the one hand, through an exhaustive literature review and, on the other hand, through the suggestions of the academy and industry experts. Subsequently, in the construction and validation of the instruments, the most cited models in the literature about Quality Management (QM) were considered and the content validation by top managers was included. The findings revealed the 32 most reported QMp in the literature and 7 productivity indicators of the dairy industry suggested by the experts. Content validation evinced that the vocabulary and structure of the instruments is adequate and understandable.
    Keywords: Data collection instrument; Quality management; Productivity; Agro-industrial sector; Dairy industry; Questionnaire; Interview; Checklist.
    DOI: 10.1504/IJPQM.2019.10030817
  • Measuring Profit Efficiency of Colombian Banks: A Composite Nonstandard Profit Function Approach   Order a copy of this article
    Abstract: We analyze the evolution of profit efficiency of Colombian banks from 2001 to 2013, the most important period of consolidation for this industry. Unlike previous studies, we estimate revenue, cost, and profit efficiency within a unified framework. We find that profit efficiency significantly increased from 80 percent in 2002 to 91 percent in 2013. Median profit, revenue, and cost efficiency estimates are around 90.3, 85.2, and 99.5 percent, respectively. Median return on equity was 8 percent. Without inefficiency, it could have been as high as 14.6 percent. Cost inefficiencies explain 92 percent of median unearned ROE while revenue inefficiency explains only 8 percent. Revenue and cost efficiencies are negatively correlated. However, both correlate positively with profit efficiency. Foreign banks and banks taking on more credit risk are more profit efficient while bigger banks and banks taking on more liquidity and market risk are less profit efficient.
    Keywords: Profit Efficiency; Revenue Efficiency; Cost Efficiency; Nonstandard Profit Function; Stochastic Frontier.
    DOI: 10.1504/IJPQM.2020.10030848
    by P. Raghuram, Dhianeshwar Jawahar 
    Abstract: Supply disruption is the major reason for closure of small and medium scale (SMEs) plastic industries. Plastic recycling process and raw material quality are the major factors affecting the competence of the manufacturer. In this paper, we develop an empirical framework to ascertain relationships between the various influencing factors of supply disruption leading to closure of SMEs. A theoretical model is proposed taking into account all the identified factors leading to supply disruption. To validate this theoretical model, structural equation modelling (SEM) is used by collecting data from 195 plastic SMEs. From the results obtained, it was found that financial status, irregular supply of scrap, unavailability of labour and quality of the raw material are the major issues affecting the supply chain. By taking evasive action, start-ups as well as existing companies can avoid the causes of supply disruption resulting in improved performance measures.
    Keywords: supply disruption; plastic SMEs; empirical framework; structural equation modelling; SEM.
    DOI: 10.1504/IJPQM.2020.10030878
  • Assessing and Forecasting method of Financial Efficiency in a Free Industrial economic zone   Order a copy of this article
    by Tomás Fontalvo, Enrique De La Hoz, Orianna Fontalvo Echavez 
    Abstract: : Industrial free zones are key to the economic progress of developing countries, making the evaluation and forecast of efficiency in these organizations relevant. This research proposes a 3-phase method to evaluate and forecast the financial efficiency of the business profiles of companies belonging to the Free Economic Zone of Cartagena - Colombia. The first phase consisted of a cluster analysis to determine representative groups among the companies analyzed. In the second phase, financial efficiency is measured for each of the clusters found in phase 1. Finally, in phase 3 a machine learning model is trained and validated to predict the belonging of a company to a category of financial efficiency- cluster . The results show the creation of 2 business clusters, with an average efficiency of 49.8% and 14.6% respectively. The Random Forest model has an accuracy of 95% in the validation phase.
    Keywords: DEA; Clustering; Machine Learning; Random Forest; Efficiency.
    DOI: 10.1504/IJPQM.2020.10030898
  • InterContinental Review for Diffusion Rate and Internal-External Benefits of ISO 9000 QMS   Order a copy of this article
    by Ahmet Demir 
    Abstract: This study aims to elaborate on the diffusion rates of ISO 9000 QMS registered firms located in each continent of the world. It also strives to examine the main benefits that these firms had obtained after certification. To do this, we examined studies done in East Asia, the Pacific, the Middle East, Europe, South America, Latin America, and Africa. Our results revealed that countries which were leading in the number of certifications throughout the continents. Our study also found that the motivation and commitment of the managers, the cultural values, time, experience, and education were the main influencers of the effective ISO 9000 QMS implementation, hence, its benefits. Based on our findings, we developed a conceptual model which can be used by future research looking at the same area. The findings are elaborated in the discussion and conclusion parts of the paper.
    Keywords: ISO 9000; TQM; External Benefits; Internal Benefits; QMS.
    DOI: 10.1504/IJPQM.2020.10030912
  • A novel procedure to improve traditional EWMA control chart performance in detecting both small and large shifts   Order a copy of this article
    by Zahra Jalilibal, Negin Torkamani, Amirhossein Amiri 
    Abstract: Different control charts are proposed by many researchers for the aim of detecting process shifts in the mean and assuring quality of the product. Exponentially weighted moving average (EWMA) control charts is one of the famous charts which performs well in detecting small shifts in the process mean. In this paper, a new statistic based on different smoothing parameters is proposed to improve the performance of the exponentially weighted moving average (EWMA) control chart in detecting large shifts as well as small and medium shifts. The performance of the developed scheme based on the proposed smoothing parameter is evaluated in terms of average run length criterion in comparison with the traditional EWMA control chart. The results show the better performance of the proposed scheme rather than the traditional EWMA control charts in most cases.
    Keywords: Control chart; exponentially weighted moving average; smoothing parameter; statistical process monitoring.
    DOI: 10.1504/IJPQM.2020.10030913
  • The Relationship between the Competency Level and the Efficiency of a Project Manager: Self-perspective vs. subordinates Perspective   Order a copy of this article
    by Rateb Sweis, Aya Darab\\'a, Taghrid Suifan, Lilana Sukkari, Salah Alhyari 
    Abstract: This research investigated the relationship between the competency level of project managers and the efficiency of executing projects. The research surveyed project managers and engineers in Jordanian consultation companies for project management registered in Amman Chamber of Commerce. A scale based on Dulewicz and Higgss Leadership Dimensions Questionnaire was used to evaluate the competencies of managers leading construction projects of different sizes. The results revealed that the relationship is positive. Furthermore, the competency of project managers is significant to the efficiency of execution, an emotional competency is the most important dimension to achieving efficiency, and the managerial dimension is the weakest among project managers. The emotional part of project managers competencies must be developed to improve efficiencies. Hence, more studies should be implemented in specific areas of managerial competencies. This paper offers an original view of the concept of competency as it relates to the efficiency of the project manager relying on literature review and empirical evidence.
    Keywords: Competency; Efficiency; Project Management; Construction; Jordan.
    DOI: 10.1504/IJPQM.2019.10030915
  • Lean practices to improve the learning process and production document control: A case study   Order a copy of this article
    by Marcelo Albuquerque De Oliveira, Marcelo Silva Pereira, Rui M. Lima, Andreia Freitas Vieira 
    Abstract: The advent of lean practices has driven changes in organisations, especially by seeking systematic practices to identify and improve. This case study intends to share the practical results of the adoption of automated document control systems within the productive processes, as a component associated with lean practices adopted by the company. The work developed was aimed at disseminating lean practices to better control the process, as well as introducing a culture focused on the adoption of good management practices, from the development of automated work instructions to productive process, allowing the teams self-development, facilitating the training stage of the teams that act in the process. As an additional contribution, it allowed easy access to information, agility to the document management system, ease of updating versions and elimination of physical documents in the production line, giving contributions to the organisations results in the field of quality management, production and teams.
    Keywords: computerised document control; lean culture; lean training; organisational culture; team management.
    DOI: 10.1504/IJPQM.2019.10031176
  • Mediation Effects of Information Technology Links with Suppliers and Information Sharing with Suppliers in the Relationship of Supply Chain Process Integration and Supply Chain Performance   Order a copy of this article
    by Anh Phan, Thu Ha Nguyen, Yoshiki Matsui, Huong Phung 
    Abstract: This paper presents the results of empirical study on the impacts of supply chain process integration on upstream supply chain performance both directly and indirectly through serial-multiple mediation of information technology links and information sharing with suppliers. Statistical techniques were applied to analyse the data collected from 304 global manufacturing firms from 13 countries in the framework of High Performance Manufacturing project, round 4 (20132015). Both information technology links with suppliers and information sharing with suppliers were found to be independent mediators of the relationship between supply chain process integration and upstream supply chain performance. In addition, information technology links and information sharing with suppliers mediated this relationship serially. This study provides important insights for both manufacturers who seek to improve upstream supply chain performance and suppliers who look for better coordination with manufacturing buyers.
    Keywords: supply chain process integration; SCPI; information technology links; information sharing; supply chain performance; SCP.
    DOI: 10.1504/IJPQM.2020.10031248
  • Impact of input parameters variability on surface roughness and density on laser sintered AlSi10Mg specimens   Order a copy of this article
    by Ritesh Sharma, Rajeev Saha, SANJEEV KUMAR 
    Abstract: AlSi10Mg is one of the most promising alloys in SLM technology due to its low weight and competitive mechanical properties. It gives a good alternative to the conventional manufacturing systems in terms of design flexibility, cost and production time. But the parts made from laser sintering of powder are bound to have rough surface texture. The present study is focused on investigating the impact of process parameters namely laser power, scan speed, hatch spacing and orientation on density and surface roughness of the specimens sintered on selective laser melting of AlSi10Mg. To characterize the parameters, design of experiments was created using RSM and ANOVA analysis was employed to find the factors affecting the responses. The optimization was carried out in MATLAB using optimization toolbox. As per the study, hatch spacing proved to be the major contributor for influencing both density as well as surface roughness.
    Keywords: AlSi10Mg; Surface Roughness; Density; RSM; SLM; ANOVA; multiobjective Genetic Algorithm.
    DOI: 10.1504/IJPQM.2020.10031552
  • Public Service Motivation and Job Performance: An Exploratory Study in Jordanian Municipalities   Order a copy of this article
    by Sahem Nawafleh 
    Abstract: This paper study how public service motivation (PSM) among employees influences their job performance (JP) in the context of Jordanian municipalities. The quantitative descriptive cross-sectional approach was adopted with a structured questionnaire. Employees operating in the municipalities of Amman and Irbid-Jordan were targeted as a population and the sample included (382) respondents. SPSS and structural equation modelling (SEM) through AMOS was applied, result reported that PSM dimensions achieved (R2 = 45%) of the variance in job performance. Two dimensions of PSM werent significant in influencing job performance, namely, attraction to policy making and self-sacrifice. Following the results, implications were provided, moreover, limitations and directions for future researches were also provided.
    Keywords: public service motivation; PSM; job performance; municipalities; structural equation modelling; SEM; Jordan.
    DOI: 10.1504/IJPQM.2020.10031670
    Abstract: Control charts are extensively utilised in the manufacturing industry for monitoring and controlling production strategies. Their design involves the selection of three parameters namely, the sample size (n), the sampling interval (h) and the width of the control limit (k). In the case of economic design, these three design parameters are selected in such a way that, the overall cost of controlling the process is the least. Based on the continuity of industrial processes, in this research, two-loss cost models are being considered. The loss costs for these two models are minimised using genetic algorithm (GA) and simulated annealing (SA) optimisation techniques. Further, for better clarity of work, a numerical example has been considered and solved using these two optimisation techniques. The results of which are found to be better than the earlier published results.
    Keywords: economic design; genetic algorithm; loss cost; simulated annealing; X control chart.
    DOI: 10.1504/IJPQM.2020.10031713
    by Divya Prabhu, Vijaya G. S 
    Abstract: Financial inclusion is a global issue that the Indian Government has been striving to achieve in the last five years. Accessibility and ease of banking services in remote villages is one of the requirements to achieve it. The measure taken by the Banks has failed miserably owing to complex and heterogeneous demographics of the country especially the cultural and lifestyle difference between urban and rural masses. To explore the expectations of rural India and to find out the exact needs of the rural banking and its prospects, this paper has studied the possibilities of implementing quality function deployment in banking services which is rarely done in India. The paper explains how precisely the voice of the rural customer has been captured using quality function deployment matrix. The results of the study have evidenced that this tool can be tested, used, and extended for various service-oriented organisations that include banking.
    Keywords: financial inclusion; quality function deployment; QFD; rural banking; services.
    DOI: 10.1504/IJPQM.2020.10031823
    by Hotniar Siringoringo, E.S. Margianti, Qurrota Ayyun, Ikhwan Arbiyanto 
    Abstract: This research pursued three main goals: 1) to measure the workload of bank teller; 2) To identify the dominant dimension of the mental workloads, and 3) to compare the workload between state-owned and private bank tellers Measuring workloads was performed using NASA-TLX method Data collected using the questionnaire of NASA-TLX that has been deployed in various organizations and the nature of the works Participants in the study were tellers in a state-owned and private bank Identification of the most and the least dominants dimensions that contribute to mental workload was performed using the Pareto diagram Statistics technique was deployed to compare the workloads between state-owned and private bank tellers The result showed that the workloads of bank tellers were categorized as very high The most dominant dimension contributing to the very high mental workload in State-owned banks was effort whilst in the private bank was performance Contrarily, the least dominant
    Keywords: mental workload; bank teller; NASA-TLX; private bank; state-owned bank; subjective methods; performance.
    DOI: 10.1504/IJPQM.2020.10031967
  • Determinants of the performance of insurance companies   Order a copy of this article
    by Abdelkader Mohamed Sghaier Derbali, Ali Lamouchi 
    Abstract: The objective of this study is to assess empirically the determinants of the performance of Tunisian insurance companies during the period of study from 2002 to 2018 using the panel data methodology. The sample used in our study is made up of thirteen resident insurance companies listed on the Tunisian Stock Exchange during the period of study. We employ microeconomic and macroeconomic variables. The empirical results show that only the microeconomic factors are determinant of the performance of insurance companies. The macroeconomic factors do not have significant effects on performance. Capital structure, solvency, risk capital management, premium growth, volume of capital, age and financial investments are the determinants of the performance of Tunisian insurance companies with a different sign positive and negative.
    Keywords: Financial performance; performance determinants; Tunisian insurance companies.
    DOI: 10.1504/IJPQM.2020.10031973
    by Leandro Pereira, Renato Lopes Da Costa, Luis Martins, Rui Gonçalves, André Rodrigues 
    Abstract: Today’s business world is characterized by its constant rapidly changing environment, facing a very competitive economic context, making it crucial for the achievement of business success to understand, timely, what drives its results, namely its performance. Organizational performance may be affected by several number of variables and the understanding of these variables are decisive for business management. This research aims to address and measure organizational performance, understanding if and how much it is influenced by organizational culture. For that purpose we applied a questionnaire, preceded by a pre-test procedure, to a sample composed by security professionals, receiving a total of 629 valid answers. Our results evidence that more than one organizational culture type positively and significantly influences both organizational performance and employee work engagement, as well as that employee work engagement partially mediates the influence of all organizational culture types on organizational performance.
    Keywords: Organizational Culture; Organizational Performance; Employee Work Engagement; Security.
    DOI: 10.1504/IJPQM.2020.10032115
  • Productivity Analysis of Education and Research Fields in Universities of Medical Sciences: A Case Study of Iran   Order a copy of this article
    by Hasan Yusefzadeh, Hassan Khorsandi, Alireza Chavoshin, Aram Feizi, Bahram Nabilou 
    Abstract: The present study aimed to assess the productivity of Urmia Medical Sciences University (UMSU) in the fields of education and research. In this descriptive-analytical study, changes in the total factor productivity of UMSU in the fields of education and research were analysed using Data Envelopment Analysis technique during 2011-2017 by Deap2.1 software. Moreover, variables including the number of faculty members, graduates, and courses offered in the education sector as well as the number of books available in the library, laboratories, articles and books written or translated, and theses and research projects in the research section were examined. Mean changes in the total factor productivity of production in the field of education were calculated to be 1.026, representing an increase in the productivity growth of 2.6% during the study period. Furthermore, the mean of total factor productivity in the research sector equalled 1.071, indicating productivity growth at a rate of 7.1%.
    Keywords: Productivity; Malmquist Index; Data Envelopment Analysis (DEA); Education; Research.
    DOI: 10.1504/IJPQM.2020.10032116
  • Maximizing availability of complex repairable systems and Flexible selection of performance parameter using PSO   Order a copy of this article
    by Ajay Kumar 
    Abstract: In this research study, Particle Swarm Optimization (PSO) has been implemented for availability analysis of a complex repairable industrial system namely Mash Kettle of an existing Brewery plant. PSO algorithm is computationally simple and efficient. The Mash Kettle system is modeled structurally representing its various constituent elements/components and their interconnections. Probability relationship of different feasible state are generated using the transition diagram. Performance analysis is done to observe the criticality of the constituent elements/components. The Particle Swarm Optimization algorithm provides a varied and wide range of performance measures of various elements/components for a predetermined optimized value of the availability of the system. PSO algorithm is validated by comparing with Genetic Algorithm and Markov methods for the results of optimal availability. The consequences of this paper will be beneficial for the maintenance engineer and plant staff to accomplish best attainable system performance/availability and to plan appropriate maintenance strategies.
    Keywords: Mash Kettle; Repair and failure Rates; Performance Analysis; Particle Swarm Optimization; Availability; Brewery Plant; flexibility.
    DOI: 10.1504/IJPQM.2020.10032163
  • E-Government and Citizen Satisfaction in Jordan: EGOVSAT Testing Using Sem Approach   Order a copy of this article
    by Sahem Nawafleh 
    Abstract: Governments around the world have been in focus to facilitate citizens access to and adoption of e-services by ensuring that they benefit from digital development. Therefore, ensuring citizens satisfaction with the provided services is critical for that adoption success. The current study evaluates satisfaction with e-government among Jordanian citizens through testing the EGOVSAT model. Quantitative approach through a descriptive exploratory method was adopted. A self-administered questionnaire was developed for data collection purposes. Through convenience sampling, 483 respondents were included, and structural equation modelling through SMART PLS was utilised to test the model, and the result indicated that the proposed dimensions accounted for 53.2% of the variance in citizen satisfaction with e-government services. Moreover, reliability was identified as the strongest driver followed by efficiency and utility respectively, whereas customisation was identified as a negative driver and flexibility as an insignificant one entailing an issue that needs to be addressed. Following garnered results, implications were discussed.
    Keywords: e-government; electronic government; satisfaction; EGOVSAT; citizen; structural equation modelling; SEM; Jordan.
    DOI: 10.1504/IJPQM.2020.10032212
  • Lean Six Sigma in Food Industry: A Case Study   Order a copy of this article
    by Harsimran Singh Sodhi  
    Abstract: The purpose of present study is for process and quality improvement in food processing units using Lean Six Sigma in food industry. This paper aims to study the application of Lean Six Sigma in a mediumsized confectionary. The results show that the company successfully applied the Lean Six Sigma methodology and saved a considerable sum of money by reducing overfilling of final product (ginger bread). This study proposes a Lean Six Sigma framework to reduce overfill and rework. The proposed framework integrates lean tools and Six Sigma define, measure, analyse, improve, and control methodology to reduce overfill and rework to enhance the bottomline results. The result of this study will help food small and mediumsized enterprises to effectively apply Lean Six Sigma to reduce variability and consequent waste in their production process.
    Keywords: quality; lean production; Six Sigma; operations management; biotechnology.
    DOI: 10.1504/IJPQM.2020.10032502
  • Design of Experiments and Monte Carlo Simulation based Prediction Model for Productivity Improvement in Printing Industry   Order a copy of this article
    by Prathamesh Potdar, Santosh Rane, Nandkumar Mishra 
    Abstract: In today's cut-throat business competition, high production cost is critical concern for any organization, which develops the need of improvement in the productivity. This research aims to improve the material productivity of printing process by implementation of Six Sigma methodology based on Define Measure Analysis Improve and Control (DMAIC) approach with a combination of appropriate tools and techniques in each phase, and develop prediction model based on Design of Experiment and Monte Carlo Simulation. Research identified the start up waste was the vital cause for less productivity. The research concludes that the every organization should reinvestigate the process and explore the opportunity for productivity improvement by using the appropriate techniques. This case study has reduced the print waste by 89064kg per year and electricity consumption by 648000KWh. Also, creates necessary impact on environment by reducing in CO2 emission and chemical waste.
    Keywords: Design of Experiment; Monte Carlo Simulation based prediction model; Six Sigma; DMAIC; Cause and effect matrix; FMEA.
    DOI: 10.1504/IJPQM.2020.10033290
  • Resource Allocation for Implementing Strategic Quality Management Strategies in Pharmaceutical Industry in India: A Case Study   Order a copy of this article
    by Harjit Kaur, Sanjay Kaushik 
    Abstract: In the pharmaceutical industry, quality is an essential element for the success of the organization. Over the last few years, the pharmaceutical industry has faced severe quality issues resulting in worldwide product recalls and drug shortages. Quality and management of quality is a key strategic issue in the pharmaceutical industry. Many pharmaceutical companies adopt the strategic management of quality through various quality strategies across the world. Aldrisi (2010) view quality management from the strategic perspective that allows the resources to form the core from which it operates known as strategic quality management. The present study assesses the allocation of resources is evaluated using an operation research technique called as Analytic Network Process (ANP) considering the interactions within the resources as well as between resources, quality strategies and the ability of each strategy to enhance quality.
    Keywords: Strategic Quality Management; Resources allocation; Firm Resources.
    DOI: 10.1504/IJPQM.2020.10033430
  • Assessment of the Moderating Effect of Performance Contracting on Utilisation of Monitoring and Evaluation Tools on the Performance of Research Projects in Public Universities, Coast Region, Kenya   Order a copy of this article
    by Hamisi Mwaguni, John Mbugua, Charles Rambo 
    Abstract: The purpose of the study was to assess the moderating effect of performance contracting on utilisation of monitoring and evaluation tools on the performance of public universities in the coastal region of Kenya. The study used a pragmatism paradigm. The study found that performance contracting only has a moderating effect on utilisation of budgets. This is because its t test has a p value of less than 0.05. Performance Contracting has no moderating effect on the other three independent variables since their p value is greater than 0.05. The study concludes that improving human capacity for performance contracting at the institutional level will also require appropriate policies, encouraging participation of academic and administrative staff in performance contracting, awareness creation, monitoring of its implementation, as well as utilisation of performance contracting evaluation findings, hands-on experience as well as improving responsiveness.
    Keywords: Performance Contracting; Monitoring and Evaluation Tools; Performance; Research Projects; Public Universities.
    DOI: 10.1504/IJPQM.2020.10033538
  • Servant leadership a strategic choice for organizational performance. An empirical discussion from Pakistan   Order a copy of this article
    by Ansar Abbas, Muhammad Saud, Dian Ekowati, Indrianawati Usman, Fendy Suhariadi 
    Abstract: Servant leadership style is typically based on positive individual psychology and self-interest. The focus of research today inclines towards the positive psychology of individual leadership styles such as servant leadership. This empirical study ventures on a constructive discussion of the personal inherent desire of servanthood, successful self-management strategies for effective and sustainable performance, and organisational developments in higher education. The natural instinct of serving others needs first was conceptualised and modelled scientifically for organisational outcomes in the context of Pakistani higher education institutes. Data was obtained through random sampling from public and private sectors. Further, PLS Smart 3.0 was utilised to perform a statistical analysis. Results revealed that servant leadership predicts organisational performance only through two desired outcomes tested hypothetically. Insightful discussion on statistical results, key conclusions practical and theoretical implications have been presented.
    Keywords: servant leadership; organisational commitment; organisational performance; higher education; Pakistan.
    DOI: 10.1504/IJPQM.2020.10033579
    by Mohd Adil, Mohd Nasir, Mukesh Kumar 
    Abstract: This study assesses tourists perceived service quality towards budget hotels. It also examines the inter-relationship between the service quality dimensions, tourist satisfaction and tourist loyalty. A structured questionnaire was employed to survey the tourists who visited and stayed in budget hotels of the selected three states of Northern India. An assessment of common method bias and preliminary descriptive analysis was used to examine the item structure and psychometric properties of the original scale adopted in the current study. Findings reveal that all the dimensions of service quality have a positive influence on tourist satisfaction, therefore hotel managers must monitor and assess their offerings on all the seven key attributes of service quality at regular intervals. This may avoid instances of customer dissatisfaction or moments of frustration and, eventually boosts repeat purchases and positive word of mouth. In addition, hotel management should also pay special attention to the employees educational eligibility and desired skill during the recruitment process, to better understand tourists needs and design service which contributes to the tourists overall experience at budget hotels.
    Keywords: service quality; budget hotel; tourist satisfaction; tourist loyalty; tourism; SEM.
    DOI: 10.1504/IJPQM.2020.10033632
  • Special Economic Zones in India: Establishment, Challenges, and Possibilities   Order a copy of this article
    by Devendra Singh Thakur 
    Abstract: This review provides overview of special economic zones (SEZ) in India, highlighting the objectives, establishment process through SEZ Act 2005, problems faced in SEZ and their possible solutions. The major objective is promoting exports in a hassle-free environment, creating job opportunities and pushing economic growth of region and country. SEZ was initiated as export processing zone (EPZ) which were converted to SEZ under export-import (EXIM) policy in 2000. The most revolutionising change was single window clearance protocol under the SEZ Act 2005. Despite streamlined protocol, various socio-economic challenges emerged in SEZ including real-estate exploitation, agricultural land-loss and inadequate compensation, revenue losses, perturbation in regional balances and administrative weakness. This review discussed the possible solutions through new policies and amendments in existing policies, thus provide intelligible SEZ concept and encourage entrepreneurs to expand their business through SEZ near small towns leading to overall growth of region and nation.
    Keywords: Special Economic Zones; Export Processing Zones; SEZ Act; 2005; National Rehabilitation and Resettlement Policy; 2007; EXIM policy.
    DOI: 10.1504/IJPQM.2020.10033887
  • Quality Improvement with Fault Tree Analysis & Failure Mode Effect Analysis   Order a copy of this article
    by Elia Oey, Evelyn Soenartio 
    Abstract: : Defect reduction is a constant challenge for quality improvement in any organization. The research was a case study in a small firm performing chroming process for variety of plastic end-cups. The chroming process uses combination of paint spraying and metalizing. To improve their quality assurance process, the study assisted in identifying major failure modes and their root causes using Fault Tree Analysis. It was then continued with Failure Mode and Effect Analysis for quantifying risk priority for each failure modes. The results recommended the studied company to focus on failure mode “Uneven Spraying”, “Incorrect Setting of Paint Output”, “Incorrect Setting of Spray Pressure”, “Dusty production area”, and “dusty oven”, and suggested some control improvements against them.
    Keywords: Fault Tree Analysis; Failure Mode Effect Analysis; Defect; Failure Mode.
    DOI: 10.1504/IJPQM.2020.10034182
  • Activity based costing in the public sector and non-profit organizations: Towards risk-based approach   Order a copy of this article
    by Bakhtiar Ostadi, Reza Zare 
    Abstract: The aim of this paper is to calculate the cost of public sector and non-profit services with ABC according to risk-based approach. It considers cost of risk factors associated with the training process. Firstly, the process of holding training courses was divided into four sub-processes. Secondly, potential risk factors identified and prioritized based on their likelihood and impact on cost factors which is done with FMEA and with expert opinions. Then, the cost of activity centers calculated under consideration risk factors. These were allocated to activity centers before and after the allocation of risk factors. The research findings are experimented in a non-profit training center and institution with one-day training course with 25 participants. The results of this study indicate that there are critical risk factors in the service delivery process which can affect costs.
    Keywords: Cost management; Activity-Based Costing; Risk-based approach; Public sector; Services’ costing.
    DOI: 10.1504/IJPQM.2020.10034186
  • Measuring and Benchmarking Technical Efficiency of Indian Automobile Sector   Order a copy of this article
    by Supran Kumar Sharma, Shallu Sehgal, Vanshika Dubey 
    Abstract: The study seeks to analyse the performance of the Indian automobile industry through a diverse efficiency measure of Data envelopment analysis (DEA). DEA is applied for estimating performance of a set of Decision making units (DMUs) with the help of taking multiple inputs and outputs. The study applied the secondary firm level data of Indian automobile firms and attempted to estimates technical efficiencies and its components of the selected firms of the automobile manufacturing industry. The paper also intends to identify the input and output targets as well as slack and radial movements for the enhancement of technical efficiency. The study adopted solution based approach by framing profitability efficiency matrix through which one can analyse the behaviour of the both profitability and the efficiency combinations of the firms. This study also determines factors responsible for the inefficiency of the selected DMUs and suggests different measures for optimum utilisation of resources.
    Keywords: Data Envelopment Analysis; Firms; Efficiency; Profitability; Automobile industry; Slack and Radial movements; DMU; India; Technical efficiency.
    DOI: 10.1504/IJPQM.2020.10034187
  • Interpretive Structural Modeling to evaluate the key barriers inhibiting successful implementation of Overall Equipment Effectiveness   Order a copy of this article
    by Sandeep Singh, J.S. Khamba, Davinder Singh 
    Abstract: The scope of study is to cover the critical and significant barriers in implementation of overall equipment effectiveness (OEE) through Interpretive Structural Modelling (ISM). Based on a common proverb If we cant measure it, we cant improve it, ISM is the competent approach to measure the significance of its various variables (barriers), their hierarchy and interdependency on each other. The barriers affecting OEE implementation may vary as per industrial sectors, but the goal would remain the same, i.e. to embellish the performance. Fourteen critical barriers of OEE implementation were analysed with the directions and guidelines of industrial and academic experts. In addition, ISM model is proposed for the key barriers. ISM may be used to understand the relationship between barriers. Once the behavioural pattern of barriers is determined through ISM, it is easy to predict the issues related to equipments maintenance and efficiency over a specific phase of time.
    Keywords: Keywords - Key barriers; Overall Equipment Effectiveness (OEE); Interpretive Structural Modeling (ISM).
    DOI: 10.1504/IJPQM.2020.10034306
  • Multivariate Statistical Process Monitoring and Control of Machining Process using Principal Components based Hotelling T2 Charts: A Machine Vision Approach   Order a copy of this article
    by Ketaki Joshi, Bhushan Patil 
    Abstract: Machine vision offers imaging-based inspection and quality control. Principal components based multivariate statistical process monitoring and control facilitates monitoring of production, typical involving several quality characteristics, with a single control chart and identifying and diagnosing faults by signal decomposition. The paper presents principal components based multivariate statistical process monitoring and control of the machining process using machine vision for industrial components manufactured on conventional lathe machines. It involves extraction of critical dimensions and surface characteristics using image-processing techniques, data dimensionality reduction using principal component analysis, process monitoring and control using principal components based Hotelling T2 chart. Fault diagnosis involves decomposition of T2 statistic into contribution by individual principal components and their combinations, identification of out-of-control scenarios using decision tree and their physical interpretation to detect possible causes of errors for further analysis and control. The approach potentially offers an industry-ready solution to automated, economic and 100% process monitoring and control.
    Keywords: Inspection and Quality Control; Machine Vision; Multivariate Statistical Process Monitoring and Control; Principal Component Analysis; Hotelling T2 Chart.
    DOI: 10.1504/IJPQM.2020.10034309
  • Analysing human and system related barriers of TQM in automobile industries using fuzzy DEMATEL Approach   Order a copy of this article
    by Ram Nath Yadav, Devendra Kumar, Ajay Kumar Sharma, Naveen Virmani 
    Abstract: Total Quality Management methodology has proved by many researchers to give magnificent results to both manufacturing and service industries. In today’s globalised era, each and every industry is making meticulous efforts to survive in the marketplace. Industries are well aware of the fact that providing quality products to customers and achieving maximum customer satisfaction are the only key to success. In this paper, 17 potential barriers are identified by extensive literature review and the same has been validated by experts. The barriers are Lack of top management commitment, lack of funds, lack of advance manufacturing facilities, Employees resistance to change etc. Fuzzy Decision Making Trial and Evaluation Laboratory (DEMATEL) approach has been applied to analyse potential barriers so as to categorise them into cause and effect categories.
    Keywords: Customer satisfaction; fuzzy DEMATEL; Quality; Value for money; Total Quality Management (TQM).
    DOI: 10.1504/IJPQM.2020.10034504
  • Process Improvement Using Lean Tools: A Case from Carpet Manufacturing Industry   Order a copy of this article
    by Vinod Yadav, Avanish Singh Chauhan, Bhavna Pandey, Ajay Rathore 
    Abstract: Lean manufacturing is widely accepted approach for process improvement and it is considered as universal production system. Although it has enormous application in many sectors; still Carpet industries have not benefited by this approach. Present study aimed to identify wastes in the carpet manufacturing industry and eliminate these wastes by implementing appropriate lean tools. Case study approach is used to identify the process improvement by implementing lean thinking in the case organization. This study will help the practitioners carpet industry, as it provides a framework for lean implementation. The implementation of lean tools has resulted improved operational measures like reduction of lead time, better utilization of workplace, decrease in material handling time and cost and increment in overall profit of supply chain. The study presents the real world case study which shows the theoretical and managerial implication of lean implementation in the carpet industry.
    Keywords: Lean manufacturing; Process improvement; Case study.
    DOI: 10.1504/IJPQM.2020.10034791
  • The Role of Servant Leadership and Work Engagement in Improving Extra-Role Behavior and Teacher Performance   Order a copy of this article
    by Yustinus Budi Hermanto, Veronika Agustini Srimulyani 
    Abstract: The maximum performance of the teachers is a strategic key for schools to realise their organisation objectives. This study aimed to provide empirical evidence regarding several essential factors that affect teacher performance, i.e. servant leadership, work engagement, and extra-role behaviour. Besides, this study also investigated the direct and indirect effects of servant leadership behaviour on improving the performance of permanent teachers in high schools and vocational high schools in cities in East Java and the eastern part of Central Java. From the p-values<0.050, with all t-values> 2,000. T-test and path analysis, the following results were obtained: the practice of servant leadership principals directly and positively affect work engagement, extra-role behaviour, and teacher performance. The results of the tests proved that extra-role behaviour and employee performance could be improved through the practice of servant leadership and increased work engagement.
    Keywords: Servant Leadership; Work Engagement; Extra-Role Behaviour; Teacher Performance.
    DOI: 10.1504/IJPQM.2020.10034865
  • Green Manufacturing: Detailed Literature Review and Pareto Analysis   Order a copy of this article
    by Mahakdeep Singh, Kanwarpreet Singh, Amanpreet Singh Sethi 
    Abstract: Indian market is growing globally but with this growth the risk to human life is also increasing as the environment is getting adulterated, this is majorly due to the pollution, this paper focuses on the review on the research of various researchers which is published in prominent journals focused on green manufacturing techniques by manufacturing Industries. Current manuscript focuses to investigate the available literature on green manufacturing (GM) in order to highlight the critical success factors (CSFs) affecting the implementation of green manufacturing. Study shortlists 41 studies that have already pointed the success factors for implementation of green practices. Further, Pareto analysis has been employed to sort and arrange the factors in decreasing order in terms of their occurrences in the literature. After analysis out of total 36 identified CSFs eight CSFs has been named vital few CSFs and 28 as useful many CSFs of green manufacturing.
    Keywords: green manufacturing; GM; critical success factors; CSFs; Pareto analysis.
    DOI: 10.1504/IJPQM.2020.10035053
  • The relationship between innovation and kaizen culture among electrical and electronics manufacturing companies in Malaysia   Order a copy of this article
    by Siew Mui Kong, Rajendran Muthuveloo 
    Abstract: In the current dynamic business landscape, kaizen culture is crucial for organisations to hone their competitive edge and business sustainability. This study aims to examine the relationship between innovation and kaizen culture among electrical and electronics (E&E) manufacturing companies in Malaysia. The socio-technical systems theory underpins the research framework. A total of 123 responses were gathered from 123 E&E manufacturing companies and analysed with SPSS and SmartPLS. The findings indicated that kaizen culture can be nurtured through process innovation and organisational innovation to create a sustainable competitive advantage. However, it must be embedded into the business strategy if long-term advantage is to be achieved. Results from this study should enable practitioners of E&E manufacturing companies to prioritise types of innovation for nurturing kaizen culture.
    Keywords: kaizen culture; innovation; process innovation; organisational innovation; electrical and electronics; E&E; Malaysian manufacturing companies.
    DOI: 10.1504/IJPQM.2020.10035235
    by Harsimran Singh Sodhi , Doordarshi Singh, Bikram Jit Singh 
    Abstract: The purpose of this paper is to establish a relationship between various factors of lean manufacturing and the causes of waste in order to guide the practitioners and academicians for adequate implementation of lean manufacturing in their organisations for waste management. A survey has been conducted in various manufacturing organisations of India through a questionnaire on a Likert scale of 5. Further, the gathered data has been analysed using Cronbach’s alpha value and the relationship between lean manufacturing tools and causes of waste has been established using canonical correlation test. Relationship among various tools of lean manufacturing and causes of waste has been established using canonical correlation test. The outcomes of this study will assist the floor managers of various manufacturing organisations for the adequate implementation of lean manufacturing in their organisations.
    Keywords: lean manufacturing; agile manufacturing; Six Sigma; Lean Six Sigma.
    DOI: 10.1504/IJPQM.2020.10035388
  • Investigating the Impact of Organisational cohesion on Employees' Productivity of Mashhad Bus Organisation, Using the Adaptive Neuro Fuzzy Inference system (ANFIS)   Order a copy of this article
    by Zahra Nikkhah-Farkhani, Alireza Khorakian, Shookofeh Loghmani, Mina Bostani Rad 
    Abstract: Achieving the high levels of productivity is one of the most important ideals of managers. Organisational cohesion as an emerging concept which has many managerial requirements, is expected to contribute to improving employees’ productivity. This study used fuzzy neural networks (ANFIS) to measure this relationship which has more predictive power than other statistical methods due to its networking architecture and learning algorithms. The statistical population was all employees of Mashhad Bus Organisation (58 people). A questionnaire was used for data collection and the results were analysed using the ANFIS. The results indicated that although all aspects of organisational cohesion had an effect on improving employees’ productivity and by improving them, employees’ productivity would be increased, the components of fundamental values, leadership’s style and coordination, would facilitate the impact of other components on productivity. It seems that they should be the prioritised on the top of the list in the organisation’s administrative transformation programs.
    Keywords: organisational cohesion; employees’ productivity; fuzzy neuro network; adaptive neuro fuzzy inference system; ANFIS.
    DOI: 10.1504/IJPQM.2020.10035611
  • An ISM approach for lean implementation barriers in labor intensive Indian ceramic SMEs   Order a copy of this article
    by Dharmendra Singh, Jaipraksh Bhamu, Jagdish Bhadu, Kuldip Singh Sangwan 
    Abstract: Worldwide challenges and competition have urged manufacturing industries and organisations to upgrade their proficiency by implementing lean concept. A demographically suitable and reliable structural model of lean barriers has been developed, through which industries can increase their effectiveness of lean practices in labour intensive SMEs. Twelve critical barriers to lean implementation extracted from literature were analysed and validated after discussion with industrial experts/academicians. Interpretive structural modelling (ISM) technique was employed to observe the relationship amongst the barriers and Fuzzy MICMAC analysis was performed to identify a model based on hierarchy of these barriers. The results revealed that
    Keywords: lean manufacturing; ceramic industries; barriers; interpretive structural modelling technique; ISM; fuzzy MICMAC analysis; labour intensive; small and medium scale enterprises; SMEs.
    DOI: 10.1504/IJPQM.2020.10035980
  • Ensuring Quality in Higher Education Institutions: Going Beyond Quality Assurance System   Order a copy of this article
    Abstract: This paper aims to review the literature and clarify the misconceptions of the related quality approaches and quality terminologies to portray the need to go beyond quality assurance system in higher education institutions (HEIs) in Africa. Evidence was attained from the literature concerns the meaning of quality concepts from books and articles obtained from Google Scholar, ResearchGate and online libraries. The paper traces the evolution of quality and quality approaches and explains how the total quality management (TQM) should be the focus in HEIs of Africa. The stakeholders’ knowledge and understanding of the concepts of TQM principles and quality culture will enable them to have a clear picture of the quality management system in their institutions. We are in the era of TQM since the 1980s, however, HEIs in Africa are practicing the TQM with a feeble understanding of the entire quality concepts.
    Keywords: quality concept; quality management system; QMS; total quality management; TQM; quality control; quality assurance; quality improvement.
    DOI: 10.1504/IJPQM.2021.10036162
  • Enhancement of the Efficiency of Internal Supply Chain Production System through Process-to-Process (P2P) Interaction   Order a copy of this article
    by Mohd Norzaimi Che Ani, Shahrul Kamaruddin, Ishak Abdul Azid 
    Abstract: In this paper, the effectiveness of the internal supply chain consisting of production layout has been investigated based on systematic approach of implementation hybrid production system in automotive manufacturer. Traditionally production layout was designed based on single concept of production system such as product-based, process-based or job-shop. But in automotive manufacturer, the hybrid production is more relevance due to the finished-goods product requires thousands of the child-parts and the integrated system between product-based and process-based is more suitable. However, this hybrid production system raises some of the hidden issues such as miscommunication between processes. This research has been conducted by reviewing these issues, and subsequently a systematic approach has been developed to improve the processes communication. The result shows significant impact where the production wastes were drastically minimised which is waiting time was improved from 14% into 11% and the line balancing had achieved the optimum rate which is 89%.
    Keywords: internal supply chain; production layout; hybrid production; production system; line balancing.
    DOI: 10.1504/IJPQM.2020.10036164
  • The Ecosystem is Triple Helix a Pillar of Developing Entrepreneurship Orientation in the Handicraft Industry in Bali, Indonesia   Order a copy of this article
    by Ni Luh Wayan Sayang Telagawathi, Made Setini, Ni Made Suci, Ni Nyoman Yulianthini, Daru Asih, Ni Made Satya Utami 
    Abstract: The handicraft industry in Bali faces serious challenges in developing entrepreneurial orientation. Therefore, the purpose of this research is to examine the triple helix concept in locally cultured businesses. Data were obtained craftsmen in handicraft industry in Bali, through direct interviews, which showed the absence of entrepreneurial orientation. This study argues that the development of entrepreneurial orientation requires the synergy of the triple helix ecosystem which underpins the handicraft industry in Bali. Furthermore, craftsmen need the collaborative effort of the triple helix concept which comprises of academic, business, and government. However, the triple helix concept is unable to provide the required result due to inadequate capital and poor training. When the government acts as a source of contractual relations with stable interactions and exchange, the handicraft industries become production houses. In addition, the government is also a source of contractual relations that ensures stable interaction and exchange, while universities act as a source of new knowledge and technology. The synergy associated with these three sectors is a generative principle used to build a knowledge-based economy, which enables a tighter economic integration.
    Keywords: synergy; entrepreneurial orientation; business ecosystem; triple helix; handicraft industry.
    DOI: 10.1504/IJPQM.2020.10036363
  • Development and Validation of Instrument for Service Quality of TQM Educational Institutions: External Customers Perspective   Order a copy of this article
    Abstract: The study aims to identify quality dimensions, and provide valid and reliable measurement instruments for the service quality of TQM education institutions from the external customers’ perspective. The external customers of three traditional universities in a developing country were involved in the study. A five-point Likert scale 26-item instrument was developed to elicit information from the selected participants. Out of 1,050 questionnaires administered, 834 were returned with 819 being eligible responses with the response rate of 79.4%. Confirmatory factor analysis yielded same five principles with the 26 items which accounted for 71.3% total variance explained. The internal consistency with an overall KMO value of 0.97 indicated higher reliability. The instrument is found to be valid and reliable. Further studies could be done to capture more public and private universities for comparison. The instrument could be used periodically to assess the service quality performances by the education institutions.
    Keywords: external customer; service quality dimension; factor analysis; internal consistency; expectation and perception; validity and reliability.
    DOI: 10.1504/IJPQM.2021.10036445
  • Lean manufacturing practices for enhancing Firm performance in medium enterprises: A case study from Indian context   Order a copy of this article
    by Sachin Saini, Doordarshi Singh 
    Abstract: The purpose of this paper is to highlight the importance of adopting lean manufacturing practices for enhancing firm performance in Northern India medium enterprise. Lean manufacturing is a versatile proven methodology for improving the flow and make the system of the organisation an efficient one. This study has been carried out in manufacturing unit of Northern India which was suffering from the high production lead time and enhanced demand for production. The present study assessed and evaluated the implementation status of lean practices i.e. 5s, TPM, supplier management and their impact on overall performance of the organisation. After implementing lean practices, rejections reduced from 7% to 3%, OEE improved by 10%, 20% reduction in inventory, enhancement of training programs from monthly to fortnightly and 100 % timely deliveries achieved for an organisation within period of 30 months. The paper is a perfect example of testing the popular methodology i.e. Lean manufacturing in real manufacturing environments.
    Keywords: lean manufacturing practices; LMPs; cycle time; value stream mapping; VSM; small and medium enterprises; SMEs; waste.
    DOI: 10.1504/IJPQM.2020.10036454
  • Critical Success Factors of Total Quality Management Practices Using Pareto Analysis   Order a copy of this article
    by Kashif Ali, Satirenjit Kaur Johl 
    Abstract: In Industry 4.0, the concept of total quality management (TQM) has gained more importance. Because the survival of the organisation depends on better quality management. The objective of this study is to identify total quality management critical success factors (CSFs). To achieve this purpose the empirical articles from 1987 to 2019 were studied. The descriptive results are presented such as publication years, journal and sector-wise distribution, and analysis of methods. A quality tool Pareto analysis was applied to identify the critical success factors of total quality management practices. The thematic analysis of 91 empirical studies identified the 8 vital and 20 useful many critical success factors. Based on findings two research contexts need further attention; Industry 4.0 and sustainability. The outcomes of this study contribute to the total quality management existing body of knowledge that helps the researchers and practitioners to better understand total quality management practices from different perspectives.
    Keywords: total quality management; TQM; critical success factors; CSFs; Industry 4.0; sustainability; Pareto analysis.
    DOI: 10.1504/IJPQM.2021.10036697
  • Analyzing Productivity and Finding Solutions to Improve Productivity at the GLS Plant of a Selected Lamp Manufacturing Factory in Bangladesh   Order a copy of this article
    by Md Shafiqul Islam, Muhammad Abdus Samad, Pradip Sarkar, Taufiqur Rahman, Mohiuddin Ahmed 
    Abstract: Bangladesh is emerging in many manufacturing industries. To ensure sustainable economic growth and compete in the global market, the industries should utilise their resources properly. Higher productivity ensures higher utilisation of available resources, i.e., man power, raw materials, etc. In this paper we have studied and analysed the productivity of a lamp manufacturing factory’s GLS plant. The focus of the study was labour productivity and defects in the production floor. Labour productivity was measured and analysed using Kurosawa’s structural approach for productivity measurement. It was found that the labour productivity is not up to the standard level. The reasons that reduce labour productivity and the factors for improving labour productivity were identified using questionnaires and observations. Occurrence of defects was analysed using Pareto analysis which helped to identify the vital defects. Using root cause analysis, cause and effect diagram was generated and the reasons of the defects were identified. Based on that, the solutions for reducing those defects were recommended. Some of the techniques that the lamp manufacturing factory can implement are work study, lean tools, JIT, Six Sigma and nominal group technique.
    Keywords: Kurosawa approach; Pareto analysis; labour productivity; root cause analysis; cause and effect diagram; Bangladesh.
    DOI: 10.1504/IJPQM.2020.10036879
  • Determinants of Sustainable Growth in Indian Banking Industry: An ISM Approach   Order a copy of this article
    by Nikhil Dogra, Mohd Adil 
    Abstract: The importance of sustainability for nation building has recently drawn considerable interest from researchers. It is highly acknowledged in the literature that the acceptance of sustainable policy is a tool for the inclusive progress and growth of the economy. Although, manufacturing industry has received considerable attention as compared to service industry, sustainability at banks is the newest approach. The purpose of this study is to the key determinants that affects bank’s sustainability and then investigates the mutual relationships among these determinants. Interpretive structural modelling is employed to investigate the interrelationships among the key determinants. The results show that the environmental concern and social sustainability are one of the critical determinants related to sustainability at banks. The study findings have far reaching implications for bank management, scholars and other stakeholders.
    Keywords: sustainability; banking industry; sustainability determinants; interpretive structural modelling; ISM; financial sustainability.
    DOI: 10.1504/IJPQM.2020.10037068
  • Developing strategies to prioritize and mitigate the risks occurring in Project Management Practices (PMP) for an agile organization   Order a copy of this article
    by Santosh Rane, Yahya Narvel 
    Abstract: The traditional methods of PMP lacked the capability of dealing with fast-moving, complex and varying environments. Later, with the emergence of agility as a concept of faster and flexible way of working emerged towards maximising the positive outcomes and enhancing the performance of the organisation in a highly volatile environment. There are a few risks associated with agility improvement of organisations which have been identified and prioritised in this research for strategising their mitigation. Various risks that agile organisations encounter were identified from the literature and also from the experts’ survey. The identified risks were further analysed using total-ISM and fuzzy-MICMAC analysis. Lastly, strategies were developed to mitigate the risks by leveraging Industry 4.0 technologies. Risk of replicating agile models, insufficient capability building, and intellectual property risks were identified as key risks leading to other identified risks. These risks need to be mitigated for having a flawless agile organisation.
    Keywords: agile organisation; risks of agility; project management practices; business intelligence; Industry 4.0.
    DOI: 10.1504/IJPQM.2021.10037073
  • A hybrid decision making framework based on fuzzy PIPRECIA-fuzzy EDAS for failure mode and effects analysis   Order a copy of this article
    by Rajesh Attri, Akanksha Mishra 
    Abstract: The main purpose of current work is to propose a hybrid multi-criteria decision making (MCDM) based methodology for the prioritisation of failure modes based on their associated risk levels. In current work, a novel hybrid MCDM approach i.e. fuzzy pivot pairwise relative criteria importance assessment (PIPRECIA) integrated with fuzzy evaluation based on distance from average solution (EDAS) has been used to prioritise the different failure modes based on their risk levels. A case study of engine assembly process of tractor is presented to illustrate the demonstration of proposed hybrid MCDM based fuzzy PIPRECIA-fuzzy EDAS methodology. The results obtained by fuzzy PIPRECIA-fuzzy EDAS methodology are validated by the two different hybrid MCDM approaches i.e. fuzzy PIPRECIA-fuzzy ERVD method and Fuzzy PIPRECIA-fuzzy ARAS method. The results obtained by fuzzy PIPRECIA-fuzzy EDAS are quite similar to that obtained by fuzzy PIPRECIA-fuzzy ERVD and Fuzzy PIPRECIA-fuzzy ARAS method.
    Keywords: multi-criteria decision making; MCDM; FMEA; PIPRECIA; EDAS; ARAS; ERVD.
    DOI: 10.1504/IJPQM.2020.10037076
  • A Case Study on the Service Quality Perception in a University Mall: Customers’ Perspective   Order a copy of this article
    by Ammar Moohialdin, Muhammad Saiful Islam 
    Abstract: This research addresses the application of an integrated approach for assessing customers’ perceptions and satisfaction of services in the university mall. The case study approach was conducted by surveying the customers’ response to the mall provided services. The gaps between customers’ perceptions and expectations are identified by applying an integrated approach of SERVQUAL and the emotion, cognition and behaviour (E-C-B) model. This study found significant correlations between the mall environment and customers’ perception of the quality metrics, including introduced products, customer arousal, customers’ pleasure and purchase intention. The outcomes of this study facilitate decision making for mall and university quality managers who are engaging in improving the shopping environment as well as product and service quality. This study is also significant for researchers concerned about understanding students’ expectations, satisfaction, and behaviours in university malls or similar service projects considering different environments.
    Keywords: customers; SERVQUAL; E-C-B model; university mall.
    DOI: 10.1504/IJPQM.2021.10037077
  • Integration of Simulation Modelling and Lean Management to Improve Patient Flow at Outpatient Clinics   Order a copy of this article
    by Ahmed Shaban, George Ayad, Neamat G. S. Ahmed 
    Abstract: The outpatient clinics suffer from various inefficiencies such as long queues, long waiting times and low utilisation of medical resources. Simulation modelling and process improvement techniques have been applied separately to tackle such inefficiencies. This paper demonstrates how simulation modelling and lean management can be integrated to improve the patient flow and performance of outpatient clinics. The proposed framework for integrating lean and simulation consists of three main phases where the first phase includes the system description, data collection and analysis, and simulation model development and validation. In the second phase, the value stream mapping (VSM) is used to determine possible improvement scenarios while simulation modelling is employed in the third phase to evaluate the selected improvement scenarios. This framework has been applied to characterise and improve the patient flow in an Internal Medicine Outpatient Clinic (IMOC) in Egypt. The simulation of some improvement scenarios shows that the average patient time in system and average patient waiting time at clinic queue can be decreased by 64.20% and 71.65%, respectively; without the need for additional resources. Accordingly, the presented framework is a useful quantitative decision-making tool that can be adopted to investigate and improve the operating characteristics of outpatient clinics.
    Keywords: healthcare; outpatient clinic; internal medicine; patient flow; waiting time; process improvement; lean management; value stream mapping; VSM; simulation modelling.
    DOI: 10.1504/IJPQM.2021.10037227
  • Methodology of classification, forecast and prediction of Healthcare Providers Accredited in High Quality in Colombia   Order a copy of this article
    by Tomás Fontalvo Herrera, Enrique Delahoz Dominguez, Orianna Fontalvo 
    Abstract: This research presents a methodology for classification, forecasting and prediction of healthcare providers accredited in Colombia. For this purpose, a quantitative, descriptive and predictive analysis was carried out of 27 institutions accredited in Colombia by 2016. Consequently, the machine learning techniques cluster analysis and artificial neural networks were used to define business profiles of the institutions under study. The method classifying, forecasting and predicting the membership of a healthcare provider to a business profile, previously created based on the high-quality patterns of accreditation. The input variables were assets, account receivable, inventory, property and equipment and the output variables health service sales and net profit. The cluster analysis defined two main groups. 1) accredited institutions in the process of financial consolidation; 2) accredited institutions financially sound. The process of forecasting and prediction through the creation of an artificial neural network yielded a 95% CI (088, 0.9975) precision in the classification, and 100% and 80% for sensitivity and specificity values respectively. The results evidence the capacity of the proposed methodology to recognise the characteristics and association patterns of HCP accredited in high quality.
    Keywords: cluster-analysis; neural networks; quality; business profiles; healthcare.
    DOI: 10.1504/IJPQM.2019.10037281
  • European Banking Groups Efficiency in a Decade: an empirical investigation on the Determinants   Order a copy of this article
    by Francesca Pampurini, Anna Grazia Quaranta 
    Abstract: After analysing the determinants of the best efficiency levels achieved by the Euro-Area banking groups, this paper suggests some managerial and policy recommendations. We employ a stochastic frontier model to measure the efficiency levels of the banking groups in the period 2009 to 2018. Then, with a cluster analysis, we identify the most relevant efficiency determinants of the best practice units. The results reveal that the main causes of the high level of efficiency are linked to the business model and to specific managerial choices. These research findings have great micro and macro implications in the light of the structural changes that are transforming the physiognomy of the banking system. Few studies focused on such a particular topic after the 2008 Global Financial Crisis; another strength of this study is that the analysis involves a period able to represent the complexity of the banking and financial markets in the last decade.
    Keywords: efficiency; stochastic frontiers; cluster analysis; banking groups; strategic choices.
    DOI: 10.1504/IJPQM.2021.10037330
  • Design and validity of a holistic scale for service-quality self-assessments: A case study in service companies   Order a copy of this article
    by Jasmin Herrera-de-la-Barrera, Claudio Romano-Narvaez, María Iglesias-Navas, Alexander Pulido-Rojano 
    Abstract: Several scales are used to measure service quality after the provision of services. Customer evaluation is based on contrasting expectations with the perception of the service. Service companies require instruments to assess their readiness with respect to the quality of the service to be rendered. This paper proposes a construct based on variables defined in international quality models and service measurements. The content validity of the construct was calculated using the content validity ratio and index methods by forming the group of items that the instrument should contain, followed by a reliability test of the construct’s measurement scale using Cronbach’s alpha. The sample comprised 40 service companies. Results were analysed using descriptive statistics and exploratory factor analysis to demonstrate the instrument’s validity and reliability. The adoption of data reduction techniques made it possible to find homogeneous groups within the variables studied and three typologies or business clusters were identified.
    Keywords: instrument; service quality; quality variables; factor analysis.
    DOI: 10.1504/IJPQM.2020.10037356
  • National Culture, Trust, Social Networking and Knowledge Sharing Within a Knowledge-Intensive Sector: A Mediation Analysis   Order a copy of this article
    by Jumana Ziad Al Zoubi, Samer Eid Dahiyat, Ahmad M. Obeidat, Naser A. Aboyassin 
    Abstract: The aim of this study is to investigate the effects of the four national culture (NC) dimensions of uncertainty avoidance, collectivism, power distance and masculinity on knowledge sharing. In addition, this study aims to examine the mediating effects of trust and social networking on the relationships between the four NC dimensions and knowledge sharing (KS). A theoretical model was developed, and a questionnaire-based survey was designed and targeted a knowledge intensive sector, namely the healthcare sector in Jordan. Findings show that collectivism and uncertainty avoidance were the only two dimensions found to have a positive and significant effect on knowledge sharing, trust as well as social networking. Both trust and social networking were found to have positive and significant effects on knowledge sharing. trust fully mediated the effect of collectivism on knowledge sharing and partially mediated the effect of uncertainty avoidance, whereas social networking was found to have a partial mediating effect. In conclusion, the study has contributed to the extant NC and KS literature by complementing studying a nations distinctive cultural traits on an organisational-level routine.
    Keywords: national culture; trust; social networking; knowledge sharing; healthcare sector; Jordan.
    DOI: 10.1504/IJPQM.2020.10037393
  • Process Institutionalization Crowds Out Innovativeness? An Empirical Analysis on the Relationships Between ISO 9000 Adoption and R&D Expenditure   Order a copy of this article
    by Daphne L. M. Yiu, Hugo K. S. Lam, Cheong-leung Andy Yeung 
    Abstract: Much research from an organisational perspective suggests that process certifications such as ISO 9000 constrain firms’ explorative capability, crowding out research and development (R&D) activities. Yet, from an operations management (OM) perspective, process certifications like ISO 9000 should provide a well-established system, strengthening firms’ capabilities for both exploration and exploitation. In this research, we examine the impact of ISO 9000 certifications on R&D expenditure of firms and investigate how such an impact is moderated by different operating environments. We find that firms actually increase their R&D expenditure after ISO 9000 certifications. Our results further indicate that ISO 9000-certified firms are more responsive to the changing operating environments for their R&D investments. ISO 9000 certifications reduce R&D expenses more swiftly under turbulence but expand more significantly with operational slack. Our research indicates that ISO 9000-certified firms seem to be more responsive to external environments in controlling their R&D expenditure.
    Keywords: R&D expenditure; recession; market fluctuation; operational slack; ISO 9000.
    DOI: 10.1504/IJPQM.2020.10037449
  • The Role of Equity on the Relationship between Job Evaluation and Employee Performance in Jordan Industrial Estates   Order a copy of this article
    by MOHAMED KHTATBEH, Anuar Mahomed, Suhaimi Ab Rahman, Rosmah Mohamed 
    Abstract: This study aimed to assess the extent of the mediation effect of equity on the relationship between job evaluation and employee performance. A self-administrated questionnaire was used to collect data from 646 employees working in the targeted industrial estates. The collected data was analysed using SPSS and AMOS software tools based on structural equation modelling (SEM). The results of the study indicated to a non-significant relationship between job evaluation and job performance. On the other hand, a significant relationship was found between equity and job performance as well as between job evaluation and equity. Moreover, the results of the study demonstrated a mediation role of equity on the relationship between job evaluation and job performance. The results of this study are expected to have a significant influence in filling the gap in the literature and enhancing employees’ performance accordingly.
    Keywords: job evaluation; equity; job performance; Jordan Industrial Estates.
    DOI: 10.1504/IJPQM.2020.10037453
  • Measuring Level of Performance of Public Transport Sector: A Case of India   Order a copy of this article
    by Abhinandan Khajuria, Supran Kumar Sharma, Dalip Raina 
    Abstract: The purpose of this paper is not only to estimate the technical efficiency for different state road transport undertakings (SRTUs) in India but also to provide benchmark for inefficient SRTUs in order to push them to efficient frontier. The study also provides comparative analysis in order to estimate efficiency variation among SRTUs across the period of time. Both longitudinal and latitudinal data-based research is made by using input-oriented non-parametric approach of data envelopment analysis in order to estimate the different forms of efficiency scores for SRTUs. The longitudinal analysis concludes that two SRTUs out of 28 are technically efficient across the period of time. Through cross-section data and latitudinal analysis, the present study has estimated that one fourth of SRTUs are technical efficient. Analysis also provided results which are helpful in target settings for inefficient SRTUs by allocating them with peer groups and peers weights.
    Keywords: data envelopment analysis; DEA; public transport; slacks; technical efficiency; non-parametric test.
    DOI: 10.1504/IJPQM.2020.10037552
  • Applicability of the balanced scorecard (BSC) in higher education institutions: Evidence from Jordan   Order a copy of this article
    by Mohamad Al-Dahiyat, Mohammad Altarawneh, Ismail Altkryty, Abd El-Majeed Majali 
    Abstract: This study contributes to the existing limited body of literature on the appropriateness and applicability of the BSC in higher education institutions (HEIs). It is considered among the first studies, at least in Jordan, which aims at investigating the applicability of the BSC in HEIs, with particular emphasis on a public university in Jordan. The case study methodology has been adopted utilising content analysis and questionnaire methods for data collection. The initial BSC model included 77 KPIs suitable for measuring the strategic performance of the case university grouped under seven perspectives. Using principal component factor analysis statistical technique, the study identified 45 KPIs, as the most important indicators, grouped under 15 components. The study recommends that higher education institutions in Jordan apply the BSC as a modern performance measurement system because of its applicability and appropriateness in enabling higher education administrators to manage their strategies, to attain institutional mission and strategic goals, and to improve accountability.
    Keywords: performance measurement; balanced scorecard; BSC; performance management; university; key performance indicators; KPIs.
    DOI: 10.1504/IJPQM.2021.10037603
  • Factors inducing productivity: a qualitative and quantitative view of Portuguese companies   Order a copy of this article
    by Daniel Correia, Pedro Reis, Pedro Pinto 
    Abstract: This research aims to recognise the impact of communication, training, joint commitment, leadership practices, and corporate bonuses as productivity predictors. For this purpose, a questionnaire survey was used to obtain a longitudinal case study involving 147 semi-structured interviews with employees and managers engaging in different roles. Then, factor analysis and multivariate data analysis were used to identify the inductors of labour productivity along the hierarchical chain. The results indicate that regardless of the hierarchical level in which the responsibilities are performed, it was possible to identify labour productivity inductors. This work’s originality remains on a holistic approach of employee recognition, motivation, engagement, compensation, communication, training, leadership style, and company type as global potential determinants for labour productivity for SME’s. The main limitations stem from the statistical technique used (cross-section analysis) and the restricted geographic scope. This study provides management tools that help promote worker productivity and management efficiency regardless of their hierarchical level.
    Keywords: productivity; motivation; human capital; leadership; management.
    DOI: 10.1504/IJPQM.2021.10037687
  • Navigating recruitment paradox towards human resource productivity through ambidexterity   Order a copy of this article
    by Mohammad Ali Mahbod, Arash Shahin, Ali Nasr Isfahani 
    Abstract: In human resource management, the first approach is to select and recruit an employee in accordance with the organisational goals and strategies. This study aims to identify the dimensions influencing the selection of an appropriate employee. It is typically a qualitative research based on grounded theory and in-depth and semi-structured interview. To collect data, 14 human resource experts have been interviewed by applying purposive sampling. Data analysis has been performed in three stages of open coding, axial coding and selective coding; accordingly, the research qualitative model has been designed. Findings indicated 16 core concepts, 25 categories, and 40 sub-categories that have been designed and explained in the form of a paradigm model including causal conditions, contextual factors, intervening factors, strategies, and consequences. Finally, the dimensions of human resource management in the field of recruitment were explained with the ambidexterity approach.
    Keywords: human resource management; ambidexterity; recruitment; grounded theory; GT; Paradox; productivity.
    DOI: 10.1504/IJPQM.2021.10037760
  • Insights into customer online reviews of service quality in hotels: Evidence from Vietnam   Order a copy of this article
    by Ha Thu Nguyen, Anh Tu Thi Le, Hoang Nguyen, Phong Thai Le 
    Abstract: This study used online reviews on a well-known website that allows guests to generate reviews immediately after use of service, to provide a different and more realistic picture of hotel customer satisfaction in the hospitality industry. By combining quantitative and qualitative data, this huge data source was exploited to obtain significant amounts of valuable information for service quality improvement. Customer reviews of 106 hotels from 3-star to 5-star in Khanh Hoa, Vietnam provided additional evidence of the contribution of diverse service quality dimensions to customer overall ratings. Particularly, the main findings also pointed out the variability of customer overall rating and their evaluations of service quality depending on hotel segments and customer’s purpose of stay. From these results, hotel managers could draw meaningful implications of customising service quality aspects to satisfying customers and enhancing customer online scorings. Moreover, we emphasised the insights that online customer feedbacks brought to both researchers and practitioners.
    Keywords: customer online reviews; customer ratings; tourism service quality; hotel industry; tourism service; customer satisfaction; sustainable tourism development.
    DOI: 10.1504/IJPQM.2021.10037762