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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 (143 papers in press)

Regular Issues

  •   Free full-text access Open AccessToward a sustainable social healthcare enterprise development model
    ( Free Full-text Access ) CC-BY-NC-ND
    by Nuttasorn Ketprapakorn, Sooksan Kantabutra 
    Abstract: To fill in a gap in the literature, the present study aims at developing a sustainable social healthcare enterprise development model as a mode of public healthcare delivery. Among the first few studies to introduce such a model, it adopts the grounded theory approach and multi-data collection methods to explore the practices of a sustainable social healthcare enterprise. Findings disclose the focal core code of well-being and five other influencing core codes of social vision, values and norms, knowledge, local and international impact, the relationships of which are also discussed. These focal and influencing core codes form the components of the sustainable social healthcare enterprise development model. To improve external validity of the model, the present study draws on relevant existing theories and concepts as a solid theoretical foundation for the model. Managerial implications and future research directions are also discussed.
    Keywords: social enterprise; social entrepreneurship; sustainable enterprise; well-being; sustainable healthcare; sufficiency economy; sustainability.
    DOI: 10.1504/IJPQM.2022.10046310
     
  • 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
     
  • Ensuring Quality in Higher Education Institutions: Going Beyond Quality Assurance System   Order a copy of this article
    by ALBERTJUSTICE KWARTENG 
    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
     
  • Development and Validation of Instrument for Service Quality of TQM Educational Institutions: External Customers Perspective   Order a copy of this article
    by ALBERTJUSTICE KWARTENG  
    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
     
  • 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
     
  • 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 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
     
  • 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
     
  • 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
     
  • An Empirical Investigation into the Impact of Product Quality Dimensions on Improving the Order-Winners and Customer Satisfaction   Order a copy of this article
    by Haitham Alzoubi, Gouher Ahmed, Muhammad Alshurideh 
    Abstract: The quality of product is a major element through which customers are attracted to purchase and as a result, companies gets in return the sales and profits. This study aims to investigate how product quality dimensions can improve the order winners from the case study of Apparel Group a leading retailer in Dubai, UAE. 155 customers were surveyed to collect the primary data to test the proposed hypotheses. The results show that performance, features, durability and perceived quality have strong relationships with order-winners, and all such elements improving the winning orders for firm.
    Keywords: product quality; order-winners; customer satisfaction.
    DOI: 10.1504/IJPQM.2021.10037887
     
  • AIRLINE DYNAMIC PRICE PREDICTION USING MACHINE LEARNING   Order a copy of this article
    by Kushal Kumar Ruia, Utkarsh Daga, Aditya Tripathi, Maruf Nissar Rahman, SAURABH BILGAIYAN 
    Abstract: Nowadays, to optimise revenue, airline uses dynamic pricing techniques. Earlier demand was predicted by retrospective analysis of sales data across various sales channels. This technique becomes less reliable when the volatility of the market and competition increases. In this paper, different models have been built using machine learning techniques like regression which could predict the ticket prices of airlines based on features such as journey route, historical ticket price, etc. Along with this, the dependency of important features on accuracy has also been studied. An experimental study of this paper reveals that Regression algorithms can be used to predict airline price as the highest R2 score achieved on testing data is 0.85 using gradient boosting regressor. The objective of this paper is to understand the key features that affect the Airline price and compare the accuracy of the different machine learning algorithms with the selection of different features.
    Keywords: machine learning; prediction model; air tickets prices; regression; R2 score; cross-validation.
    DOI: 10.1504/IJPQM.2020.10037903
     
  • Cycle time reduction in multi cavity injection mould through mould flow analysis and runner modification   Order a copy of this article
    by S. Jagadeesan, V. Umasankar 
    Abstract: Productivity in the injection moulding process is driven by the cycle time which is influenced by process parameters, the material being processed and mould design. In mould design, especially the feeding system such as runner and gating decide the flow of molten polymer material to reach the cavities without any resistance and blockage. The effective usage of software and analysis results in exploring the opportunities for reducing the cycle time. This paper is focusing on analysis and thereafter effect of changes in runner modification and mould flow which resulted in improvement in cycle time and increase in productivity. Investigations on the issues in the existing runner profile and filling pattern of the component during injection moulding and the established process of achieving uniform filling are presented. Filling, packing and cooling analysis were taken for the studies with various parameters while setting the mould in the injection moulding operation.
    Keywords: cycle time; mould flow; cavity; filling; packing; cooling time; runner; warpage; optimisation; machine utilisation.
    DOI: 10.1504/IJPQM.2021.10037913
     
  • Application of heuristics for packing problems to optimise throughput time in fixed position assembly islands   Order a copy of this article
    by Thomas Henke, Jochen Deuse 
    Abstract: Accompanied with globalisation, companies are confronted with new competitors and price competitions. In order to meet these challenges manufactures strive to increase their efficiency throughout the value stream. Especially special machine manufactures assembling in fixed position assembly islands show a high non-value adding share, since their assembly and logistical processes are characterised by a low degree of standardisation and maturity. This leads to a high spread of throughput times and increases the risk of delivery delays. To improve this weakness, this paper presents an approach to increase the degree of standardisation and to lower and stabilise the throughput time. The new approach bases on heuristics for packing problems and applies them to the material supply. By that, the allocation of the supplied components is optimised, as a result of which search times and path lengths for walking and transporting are shortened and the value adding time share is increased.
    Keywords: large scale production; fixed position assembly; fixed position assembly island; packing problems; rectangle packing area minimisation problem; RPAMP; strip packing problem; SPP; stack ceiling algorithm; heuristics; throughput time.
    DOI: 10.1504/IJPQM.2021.10038032
     
  • Technological development and mitigation of environmental impact through ISO 14000: a review   Order a copy of this article
    by Alejandro Barragán Ocaña, Paz Silva-Borjas, Katya Luna, María Del Pilar Longar Blanco 
    Abstract: The main purposes of the ISO 14000 series of standards are to provide organisations with guidelines to develop environmental management practices and to establish requirements for organisations to accomplish their technological progress goals while exerting the least possible impact on the environment. This study aimed to identify the actors, dynamics, and themes of interest around the implementation and use of the ISO 14000 standards. For that purpose, we carried out bibliometric and network analyses focused on the five-year period. Results showed, on the one hand, the number of publications, countries, and institutions producing related documents, in addition to the academic sources and areas of knowledge where ISO 14000-related studies are published; on the other hand, the network analysis was performed to identify concepts associated with this group of standards based on the keywords used in the reviewed literature. This allowed us to showcase different areas of opportunity related to establishing an environmental management system based on the ISO 14000 family of norms and defining future guidelines to mitigate environmental impact and strengthen sustainable development.
    Keywords: ISO 14000 family; environmental management; technological areas; publication sources; environment; place of publication.
    DOI: 10.1504/IJPQM.2020.10038033
     
  • BAYESIAN MODIFIED GROUP CHAIN SAMPLING PLAN FOR BINOMIAL DISTRIBUTION USING BETA PRIOR THROUGH QUALITY REGION   Order a copy of this article
    by WAQAR HAFEEZ, Nazrina Aziz 
    Abstract: A useful technique in statistical quality assurance is acceptance sampling. It is used to take decision about the lot, either accepted or rejected, based on inspection of a random sample from the lot. Experts say that Bayesian approach is the best approach to make a correct decision when historical knowledge is available. Based on Bayesian approach; this study develops a Bayesian modified group chain sampling plan (BMGChSP) by using binomial distribution with beta prior. Two quality regions are found namely: probabilistic quality region (PQR) and indifference quality region (IQR). Acceptable quality level (AQL) based on producer’s risk and limiting quality level (LQL) based on consumer’s risk are used to select design parameters for BMGChSP. The values based on all possible combinations of design parameters for BMGChSP are tabulated and inflection points are found. The results expose that, proposed plan is a good alternative of the existing traditional group chain sampling plans.
    Keywords: binomial distribution; beta distribution; acceptance sampling; quality region; producer’s and consumer’s risks.
    DOI: 10.1504/IJPQM.2021.10038480
     
  • ANALYSIS ON EMPLOYEES PERCEPTION TOWARDS ERP IMPLEMENTATION AND ITS IMPACT IN DIFFERENT ORGANIZATION   Order a copy of this article
    by Sushree Sangita Ray, SomabhusanaJanakiballav Mishra, Subhashree Dash 
    Abstract: Efficiency and flexibility are the need of the hour and organisations that are part of the dynamic industry need to get them updated and upgraded at every instance. Hence, it is essential for the organisations to bring about integration and synergy in their activities. This is possible through the utilisation of high-end software enterprise resource planning (ERP), is an essential tool that helps in performing all the business functions and processes in an organisation. This study revolves around understanding the perception of the employees of different organisation regarding the satisfaction level towards the implementation of ERP. The statistical tools like descriptive and inferential statistics were used to analyse the collected data. In terms of productivity and growth ERP has a positive impact on the organisation. This integrated system helps the organisation for the smooth functioning of departments and also helps in proper record keeping in a timely manner.
    Keywords: enterprise resource planning; ERP; organisational culture; workflows; industry; customisation process; productivity; tools.
    DOI: 10.1504/IJPQM.2021.10038495
     
  • Quality Management System and ISO 9001:2015: a comparison between enterprises certified and does not certify   Order a copy of this article
    by Lucas Schmidt Goecks, Bruna Strapazzon Do Couto, Andre Luis Korzenowsk, Haroldo Macedo Fontoura 
    Abstract: Putting quality first is critical to a company’s survival. To this end, several approaches were adopted by SMEs, highlighting the adoption of a quality management system based on ISO 9000. In this sense, this article aims to analyse SMEs’ differences with the quality certification implemented that they do not have. An exploratory, documentary, and descriptive characterise this study, using the case study to analyse the certifications. The research results supported the existing literature. Noting that SMEs certified by ISO 9001:2015 show improvements in quality management and competitiveness, while non-certified ones still lack standardisation. As a contribution, the research offers an understanding of the improvements associated with applying ISO 9000 quality certification concerning leadership, strategies and plans, customers, people, processes, and results in SMEs in emerging countries, demonstrating the importance of this.
    Keywords: small companies; quality management; ISO 9001:2015; certification.
    DOI: 10.1504/IJPQM.2021.10038547
     
  • IMPROVING ORGANIZATIONAL PERFORMANCE THROUGH TQM IN AN INDIAN MANUFACTURING INDUSTRY: AN EMPIRICAL STUDY   Order a copy of this article
    by Pardeeep Gupta, Niharika Gupta 
    Abstract: The aim of this paper is to signify the TQM implementation methodology adopted by a leading tractors manufacturing industry namely XYZ Ltd. (name changed) of Punjab, India; examine the issues faced by the company prior to TQM; and investigate the effectiveness of its implementation. The industry started implementing TQM in 2008 with a purpose to counter business challenges for the realisation of its vision, i.e.,
    Keywords: total quality management; TQM; business excellence; productivity; key performance indices; key management indices; quality; competitive; manufacturing industry.
    DOI: 10.1504/IJPQM.2021.10038548
     
  • Bolstering Measures for Adopting Lean Construction in the South African Construction Industry   Order a copy of this article
    by Matthew Ikuabe, Clinton Aigbavboa, Douglas Aghimien, Pretty Ramaru 
    Abstract: The South African construction industry has grown in leaps and bounds over the years despite the numerous challenges experienced. However, the perennial issues plaguing the industry still persist and efforts are being made to mitigate their occurrence. Lean construction as a strategic project management tool for construction activities and processes provides some latitude for the abatement of some of the issues facing the construction industry. This study seeks to empirically explore the propelling measures for the adoption of lean construction in the construction industry. With the aid of questionnaires, data was retrieved from the target population of the study which are construction professionals. Retrieved data was analysed with the appropriate method of data analysis. The outcome of the study coupled with the recommendations given provides a guide for the seamless espousal of lean construction in the South African construction industry.
    Keywords: adoption; lean construction; construction industry; lean techniques; waste management; construction optimisation; South Africa.
    DOI: 10.1504/IJPQM.2021.10038552
     
  • Service Quality and Public Satisfaction with Indonesia's Tax Amnesty Program   Order a copy of this article
    by Khoirunurrofik Khoirunurrofik, Irfan Nurhadian 
    Abstract: Functional aspects have dominated the measurement of service quality. This paper investigates the perception of taxpayers on the quality of tax amnesty services and the factors influencing the quality of tax amnesty services using multi-dimensional aspects or multi- attribute constructs. Gronroos service quality model is used as the bedrock for the study, and structural equation modelling (SEM) informed the analysis of the data. A research questionnaire was used to collect data from 100 tax amnesty participants, and each latent variable was verified. The results show that both functional quality and technical quality positively and substantially affect image quality. Image and technical quality have a positive and significant influence on service quality perceptions, while functional quality has a positive but insignificant impact upon service quality perceptions. Further, the results reveal that service quality perceptions positively and significantly affect taxpayers’ satisfaction. The results advice policy design in delivering excellent services to taxpayers.
    Keywords: tax amnesty; service quality; taxpayer satisfaction; Gronroos model; Indonesia.
    DOI: 10.1504/IJPQM.2021.10038554
     
  • The Challenge of Six Sigma DMAIC Project Integration in Tunisian Manufacturing Company: Case Study   Order a copy of this article
    by Kaouthar Lamine 
    Abstract: The aim of this empirical study is to illustrate the challenge in implementing Six Sigma project as well as the improvement of the manufacturing process through the DMAIC steps integration in Tunisian company. For this reason, a qualitative method based on a case study is employed to provide detailed information about the reality experienced by the company. Hence, the Minitab software is required in order to detect, resolve and improve the company process. The result shows the positive impact of Six Sigma integration on the company process; illustrated by the cut of non-quality costs, the waste of time and rework which leads to an improvement of product quality and boost of company incomes. Furthermore, this study enhances the research theory of Six Sigma due to the real case study outlining the DMAIC integration. Moreover, it presents a helpful guideline for the quality expert facilitating the scope of its integration. This study is original because it the first one which outlines the challenge of Six Sigma project implementation in Tunisian context.
    Keywords: Six Sigma; DMAIC; case study; Minitab; Tunisian context.
    DOI: 10.1504/IJPQM.2021.10038557
     
  • An analytical approach of feta-cheese production line based on overall equipment effectiveness   Order a copy of this article
    by Panagiotis Tsarouhas, THEO VARZAKAS 
    Abstract: This paper aims to compute the efficiency of a manufacturing plant on the basis of overall equipment effectiveness (OEE) implementation in a traditional Greek feta-cheese production system. The analysis comprises the calculation of the most significant descriptive statistics, histograms and the boxplots. A practical process flowchart to maximise the OEE of an integrated manufacturing plant has been suggested. Moreover, the inherent availability, quality rate and performance efficiency factors, as well as the entire OEE, have been illustrated for every day and month. Maintenance time ratios at system and machine level have been determined to estimate the current maintenance strategy. The key purpose of the analysis is to locate the main vital machines in the manufacturing plant with the aim of evaluating and improving the OEE using effective management. Then, practical conclusions are made which require urgent intervention to increase the efficiency, productivity and the quality of the cheese industry.
    Keywords: overall equipment effectiveness; OEE; productivity; quality; maintenance; reliability; feta-cheese production line.
    DOI: 10.1504/IJPQM.2021.10038559
     
  • Analyzing the Effect of Country of Origin on Customer Perception of Product Quality in Foreign Car Exhibitions in Iran   Order a copy of this article
    by Hadi Rezaei, Azarnoush Ansari 
    Abstract: One phenomenon that affects global trade is the concept of country of origin. Understanding the consumer’s assessment of a foreign product has a significant impact on identifying consumer considerations before purchasing that product. Although this process appears to be partly affected by the consumers’ level of familiarity with product features, the country of origin is still recognised as one of the influencing factors. The statistical population consists of the people who visited the exhibition of foreign cars. To analyze the data collected from the questionnaires and test the hypotheses, descriptive statistical tests and structural equation modelling were utilised using Amos 22 software. The results indicated that brand image, the country of origin, and country of origin exerted a positive and significant influence on the customer’s evaluation of car quality. Moreover, the customer’s evaluation of car quality had a positive and significant effect on customer perception of car quality.
    Keywords: country of origin; brand image; car evaluation; customer perception; structural equations; Iran.
    DOI: 10.1504/IJPQM.2021.10038599
     
  • Design of Self-starting Multivariate Control Chart for Monitoring Patients Suspected to Bone Marrow Metastasis   Order a copy of this article
    by Mahmood Shahrabi, Amirhossein Amiri, Hamidreza Saligheh Rad, Sedigheh Ghofrani 
    Abstract: Nowadays, statistical process control methods are widely used in healthcare, especially for cancer patients, to help doctors in interpreting and diagnosing medical data. Since adequate data from patients with bone marrow metastasis are often unavailable, the researchers use a self-starting control chart. In this regard, using the self-starting multivariate control chart, we monitor the status of people suspected of bone marrow metastasis in the pelvic region. For this, using a two-dimensional discrete wavelet transformation, we extracted some features from the ADC and T1 magnetic resonance images of ten bone marrow metastasis samples. Out of these features, we selected six ones for final analysis. Then, using the self-starting SSMEWMA and SST2, we performed the simulation studies, as well as a numerical example, on the extracted features and evaluated the performance of the proposed methods in terms of average run length measure. The simulation results verified the appropriate performance of the proposed methods in diagnosing patients with bone marrow metastasis than non-metastasis ones.
    Keywords: self-starting control chart; average run length; bone marrow metastases; feature extraction.
    DOI: 10.1504/IJPQM.2021.10038695
     
  • QM-Light, a proposed model for Quality Management in SMEs. Part 1: Developing the model   Order a copy of this article
    by Carolien Zegers, Alaa Garad 
    Abstract: Implementing quality management, while beneficial to all organizations, may be challenging for SMEs. Nevertheless, SMEs generate employment and contribute to innovation and sustainability, making them crucial to economies worldwide (OECD, 2017). We propose a model that helps SMEs to benefit from QM. We seek to answer key questions: 1) what makes the BE-models complex for SMEs to apply? 2) how can a QM light model improve the applicability for SMEs? In this part, we introduce the developed model while part II will introduce the empirical evidence after implementing this proposed model, which draws on our extensive practice as quality management senior practitioners, while insights on the effects of implementing QM light were gained from both theoretical perspectives and exploratory qualitative data. We address the low resource intensity, which affects the impact on performance and costs (ROI) for SMEs to implement QM, which should decrease the human and financial barriers.
    Keywords: empowerment; leadership; business excellence; total quality management; SMEs; European Foundation for Quality Management; EFQM.
    DOI: 10.1504/IJPQM.2021.10038696
     
  • Tableau de Bord and Balanced Scorecard: knowledge dissemination in the hotel industry   Order a copy of this article
    by Maria Joao C. V. Machado, Catarina Rosa Nunes 
    Abstract: The aim of this study is to contribute to the knowledge regarding the dissemination of two methods of performance evaluation that promote information quality in the hotel industry: the tableau de bord and the balanced scorecard. As specific objectives, the following can be identified: to analyse the rates of knowledge dissemination about the TB and the BSC; and to identify the variables responsible for the diffusion of such knowledge. The data collection method used was a survey made to the financial managers of 4- and 5-star hotels operating in Portugal, through which we obtained 275 valid answers. The results lead to the following conclusion: the tableau de bord is very little known, while the balanced scorecard is known to most hotel managers; the research for explanatory variables show that the knowledge of these methods is associated with the financial managers individual characteristics, such as age and their academic degree.
    Keywords: performance evaluation methods; hotel features; hotel industry; knowledge dissemination; balanced scorecard; tableau de bord.
    DOI: 10.1504/IJPQM.2021.10038795
     
  • Modelling the Enablers of Quality Management Practices Using ISM   Order a copy of this article
    by Mahesh Prabhu H, Pranith Prabhakar, Samhit Nayak, Sriram Pai, Gowrava Shenoy 
    Abstract: Quality plays a vital role in ensuring customer satisfaction in the recent era of globalisation and quality management practices play a crucial role in achieving quality standards. The purpose of this paper is to represent an approach to the effective implementation of quality management practices by identifying the subtleties between various enablers of quality management. A hierarchical model is developed using interpretive structural modelling (ISM) depicting the mutual relationships among the enablers of quality management practices. The analysis indicates that there is a category of enablers with high driving power and low dependency that needs full focus and is of strategic value, whereas another group consists of those variables that are highly dependent and are the resulting behaviour. The classification of enablers into independent and dependent variables would enable quality managers to concentrate on the important variables that are key in building a strong quality management system in the organisation.
    Keywords: quality management practices; interpretive structural modelling; ISM; small and medium enterprises; SMEs; modelling; India.
    DOI: 10.1504/IJPQM.2021.10038821
     
  • Designing Chicken Feeder Aids Using Kano-Ergonomic Function Deployment (EFD) in West Sumatra Small and Medium Sized Enterprise   Order a copy of this article
    by Nilda Tri Putri, Nabila Humaida, Hilma Raimona Zadry, Maria Endo Mahata, Elita Amrina 
    Abstract: This study aims to design aids for layer chicken feeders in an ergonomic traditional coop using Kano-ergonomic function deployment (EFD). The integration of Kano model and EFD was used to identify design attributes that affect customer satisfaction and to translate customer requirements into technical requirements that are used to determine the priorities for the design of layer chicken feeder aids. The findings of this study are layer chicken feeder aids that are used with pushing movement to overcome musculoskeletal complaints, speed up work time, and reduce feed wastage. This design product is useful to facilitate the feeding of layer chicken as it can reduce musculoskeletal complaints, speed up work time, and reduce feed wastage so that work productivity can increase. In addition, the design of the resulting aids can be used as a reference by chicken layer livestock entrepreneurs to increase the productivity of their companies and especially their workers.
    Keywords: livestock feeder aids; ergonomic function deployment; EFD; house of ergonomic; HOE; Kano model; musculoskeletal complaints.
    DOI: 10.1504/IJPQM.2021.10038822
     
  • Competence in Quality of Pharmaceuticals By Quality Benchmarking: A Conceptual Discussion   Order a copy of this article
    by Narayana Charyulu R, SANDEEP DS, Anupriya NR, Anoop Narayanan V 
    Abstract: Benchmarking is a strategic tool that can be used by companies for the comparison with their competitors for the acquisition of more information for the implementation of new processes for improving the effectiveness of the company. The pharmaceutical companies compete on many different levels from the developmental process of the drug to the marketing of the product. This article provides the applicability of the benchmarking process in different areas of a pharmaceutical company. This includes benchmarking of the product development process, quality management system, strategy, and marketing system, information service, call handling, stability testing studies, efficacy benchmarking, etc. Even though the benchmarking process is an effective method for the improvement of the efficacy of the company, it affects the competitors by reducing their ability to commercially exploit their information and preventing others from acquiring the information. So, the benchmarking process undergoes some legal and ethical issues, which is governed by intellectual property laws and competition law.
    Keywords: quality; benchmarking; pharmaceuticals; quality management.
    DOI: 10.1504/IJPQM.2021.10038858
     
  • Economic development of housing infrastructure of regions based on formation of building materials cluster   Order a copy of this article
    by Bayan Zhabytay, Nurlan Dosmaganbetov, Gulmira Kabdullina, Ziyat Kozhakhmetov, Ainur Yessenbayeva, Tolendi Ashimbayev 
    Abstract: There is a shortage of research dedicated to the economic link between building materials cluster and efficiency of regional housing cluster development. Our motivation lies in the scientific interest to fill this gap using the example of Kazakhstan as a country with significant volumes of construction. The purpose is to identify problems related to the economic efficiency of the clustering system implementation to ensure the development of housing infrastructure in regional economies and to justify the efficiency of its use. The research framework comprises graphical models of cluster-based development in the construction industry and typologies of associated problems that adequately reflect market conditions in Kazakhstan. The results demonstrate the possibilities of employing a cluster model into the regional strategies for the construction industry development and prove the importance of implementing the clustering system in solving narrower social problems such as housing problems and economic development of urban infrastructure.
    Keywords: building materials cluster; clusters; clustering potential; clustering of regional economies; housing market infrastructure; regional development.
    DOI: 10.1504/IJPQM.2021.10038863
     
  • International Consensus on Data and Information Quality for Better Quality Decision Making in Higher Education Institutions   Order a copy of this article
    by Faisal Syafar, Halimah Husain, Edy Sabara 
    Abstract: The main objective of this study is to develop a structured and comprehensive framework and strategy for obtaining high quality data and information in Indonesian higher education (HE) institutions. This study employs three research methods. A three-round international Delphi study was used in the first year of the study (reported in this paper). A national survey and a case study will be conducted in the second and third years. The integrated framework and strategy for forming a better HE system will consist of the triangulation of the findings of these three methods. The most significant findings of the Delphi study were the key data and information quality (DIQ) dimensions related to HE; the DIQ together with the factors impacting the problems in HE from technological, organisational, and personal approaches; and a strategic way to identify and correct DIQ problems to develop better decision-making to improve the competitive advantage of the national education system.
    Keywords: data quality; information quality; real-time; decision-making; higher education; data and information quality; DIQ.
    DOI: 10.1504/IJPQM.2021.10039191
     
  • Quality Mining: a New Approach for Managing Service Quality   Order a copy of this article
    by Behnam Khamoushpour, Abbas Sheikh Aboumasoudi, Arash Shahin, Shakiba Khademolqorani 
    Abstract: This study aims to propose a new approach for service quality improvement through simultaneous measurement of all data and indicators affecting service quality and related to each service along with each other, and to find the importance and relationship between these indicators and suggesting service quality improvement solutions. The proposed model named quality mining is based on data mining in service quality. As a case study, all the one-year services registered by the information technology service management (ITSM) system of a manufacturing company have been analysed. Clustering, correlation, and rule learner data mining methods have been used in the studied organisation. Findings indicated a direct relationship between the performance of the organisation and satisfaction regarding the services provided. The improvement suggestions presented for the studied organisation were related to the performance improvement of employees/functions. The factors affecting service quality were also determined.
    Keywords: quality mining; service quality; data mining; information technology service management; ITSM; clustering; rule learning.
    DOI: 10.1504/IJPQM.2021.10039234
     
  • A Strategic Assessment of the Twenty Tens Barriers Preventing the Optimal Implementation of Lean Management in the Lebanese Construction Industry   Order a copy of this article
    by Mira Thoumy, Atef Harb, Claudette Hajj 
    Abstract: The purpose of this research is to present the major barriers that hinder the implementation of lean construction management (LCM) through a systematic evaluation based on a literature review of numerous journal articles followed by a statistical analysis of data from a survey of 244 observations by and interviews with professionals in the field. Despite their knowledge of the critical success factors, not all LCM adopters are successful in reaping the benefits of the implementation; in fact, several barriers have been minimising the chances of fully prosperous projects. For an effective integration of lean, companies should overcome the barriers faced during the implementation. A survey of Lebanese construction professionals was used to identify these barriers. The findings revealed five groups of barriers hindering the implementation of LCM. This study identified a new barrier that is related to the Lebanese industry which is using relationships to conceal mistakes and tolerate delays.
    Keywords: lean; lean construction management; LCM; construction; barriers; implementation; hinder; success; pitfalls.
    DOI: 10.1504/IJPQM.2021.10039307
     
  • A comprehensive review of the National quality infrastructure framework   Order a copy of this article
    by Mesfin Demissie Woldecherkos, Birhanu Beshah, Frank Ebinger 
    Abstract: Scholars named national quality infrastructure (NQI) differently. However, the basic components and scope refer are similar. Studies also showed NQI is a little-explored topic. Therefore, this paper is instated to provide insight. With this, end the paper reviewed basic concepts, components, and the interrelationship among the NQI components. Moreover, NQI development models, benefits, and challenges are also included in the review. Different literature from different sources dealing with NQI was collected and reviewed. Findings showed that NQI represents the peculiar and joint application of all its components including technical regulation and intellectual property rights. However, the presence, functionality, and international and regional integration of each NQI component determines the efficiency and effectiveness of the system. This, ultimately promotes trade, innovation, and growth. Finally, besides the effort made by different NQI affiliated international and regional organisations to promote the concept, this review also strengthens the efforts to make NQI more visible.
    Keywords: national quality infrastructure; NQI; standardisation; metrology; accreditation and conformity assessment.
    DOI: 10.1504/IJPQM.2021.10039420
     
  • Continuous improvement practice and the stages of service operations competitiveness: a hospital case study   Order a copy of this article
    by André Luiz Teixeira, Dário H. Alliprandini, Claudia Mattos 
    Abstract: This paper aims to study the relationship between the continuous improvement maturity level and the stages of service operations competitiveness, relating the abilities of each continuous improvement maturity level to the aspects that are inherent to each stage of service operations competitiveness in the hospital sector. This paper was developed by means of exploratory field research using a case study method in three hospitals. The findings of this study are innovative in the research field, as this research proposes a theoretical model that seeks to identify the relationship between service operations competitiveness and its continuous improvement maturity level. As implications, the results of this study suggest that hospitals that decided to implement continuous improvement programs have better capabilities to offer more competitive services and continuously improve their processes to better serve their patients.
    Keywords: continuous improvement; service operations competitiveness; health care service operations; hospital service operations.
    DOI: 10.1504/IJPQM.2021.10039504
     
  • Identifying Service Performance Gap: A Hospitality Management Perspective   Order a copy of this article
    by Praveen Dhiman, Sangeeta Arora 
    Abstract: Despite a plethora of studies on service quality gaps, the service performance gap has received less academic attention. The previous literature has found the importance of the service performance gap from the management standpoint, yet the independent study on the service performance gap is scant. Thus, the present study attempts to identify the service performance gap by evaluating management’s perspective towards customer-contact employees’ service delivery performance. A field study was employed in the top ten luxury chain hotels of Northern India, targeting 200 management personnel. Using an exploratory factor analysis, this study reveals three dimensions of service delivery performance, namely functional, relational, and tangible aspects. Further, the results obtained from gap analysis show that the most prominent service performance gap identified, is concerning employees’ relational aspect, followed by functional and tangible aspects. The study offers valuable managerial implications to reduce the service performance gap accordingly.
    Keywords: service performance gap; gap analysis; management perspective.
    DOI: 10.1504/IJPQM.2021.10039707
     
  • Application of total quality management to improve the quality of battery in India   Order a copy of this article
    by Mr. Tarak Kumar Sahoo, Dr. Priyabrata Mohapatra 
    Abstract: The work incorporated in this article provides a detailed analysis of total quality management done by different models including just in time, Kanban, risk management, system standard, quality circle, kaizen, 5S, etc. Where the main focus is given on the quality circle initiative which is implemented all over in many organisations. The main objective of the quality circle is to increases product quality, involvement in decision making, mutual help, customer satisfaction, etc. It increases employee’s satisfaction level and also increases involvement between inter-department. It helps the organisation to make defect-free products and also helps to reduce the cost by applying the quality circle methodology and it develops a positive attitude and feels a sense of involvement in the decision making processes of the services offered.
    Keywords: quality engineering; total quality management; TQM; gap analysis; India.
    DOI: 10.1504/IJPQM.2021.10039751
     
  • Identifying Customer Perceived Value (CPV) Components and Their Impact on Customer Satisfaction. Using Big Data Analytics   Order a copy of this article
    by Sayed Mohsen Mousavi, Seyed Fathollah Amiri Aghdaie 
    Abstract: Perceived value means the benefit a customer receives for the cost he or she paid. In order to improve the value of the product or service offered to the customer and thus increase revenue and profits, businesses need to understand the factors that improve consumer satisfaction in a better way. In recent years, with the growth of online shopping, it has been possible to access data on consumers’ interests and expected values. This study aims to identify the components of customer perceived value and analyse its impact on customer satisfaction by using content analysis and customer feedback in cyberspace. For this purpose, 14,623 online customers’ reviews about smart TVs analysed by using big data analytics; as well as to extract value components the
    Keywords: customer value; customer satisfaction; big data; latent Dirichlet allocation; LDA; machine learning.
    DOI: 10.1504/IJPQM.2021.10039753
     
  • Evaluating the Impact of Industry 4.0 Technologies on Medical Devices Manufacturing Firm’s Operations During COVID-19   Order a copy of this article
    by Sanjiv Narula, Surya Prakash, Harish Puppala, Maheswar Dwivedy, Vishal Talwar, Rajinder Singh 
    Abstract: There is a strong opinion about the impact of Industry 4.0 (I4.0) technologies on the operations performance of manufacturing firms. However, there are several challenges while evaluating such situations. Determining the significance of I4.0 technologies in the context of the pandemic situation must consider several criteria for exhaustive understanding. This study aims to determine the significance and impact of I4.0 technologies on medical devices manufacturing firms’ operations during the COVID-19 outbreak. The set of technologies of I4.0 is evaluated over productivity, quality, cost, delivery, health, and safety parameters using a fuzzy analytical hierarchy process. The study reveals that the significance of big data analytics, autonomous robotics, and industrial internet of things (IIoT) in the business continuity of medical device manufacturing operations during the COVID-19 outbreak is high. Cloud technologies, digital simulations and augmented reality follow the order.
    Keywords: Industry 4.0; I4.0; COVID-19; pandemic; multi-criteria decision-making; fuzzy analytical hierarchy process; performance management.
    DOI: 10.1504/IJPQM.2021.10039820
     
  • Green-Lean Operations Evaluation Framework: A case from Iranian Automotive Industry   Order a copy of this article
    by Shabnam Ojani, Soroush Avakh Darestani 
    Abstract: Companies have been forced to find alternatives to balance productivity and the environment in their operations and products as they move to greener operations and products. The result of this action is the balancing of continuous or simultaneous exploration using pure and green designs. The purpose of this paper is to identify green-lean evaluation model in automotive industry. In this study, important criteria of green lean production system were identified from studies conducted in this field. The effects of the proposed criteria and their relationships are examined using a questionnaire. Furthermore, the best-worst method (BWM) has been used for ranking a weight matrix. Also, the causal relationships among each criterion and sub-criteria are obtained by utilising the decision making trial and evaluation laboratory (DEMATEL) technique. The results showed that the use of environmental-friendly and recyclable packaging materials and the increase in the useful life of packaged materials ranked as top two in the green-lean in this realm. In operational management, the green lean techniques will be implemented to reduce both waste and pollution. Also, this strategy allows the company to enhance its operational and environmental efficiency.
    Keywords: production system; green-lean; best-worst method; BWM.
    DOI: 10.1504/IJPQM.2021.10040237
     
  • Impact of Healthcare Service Quality on Patients Satisfaction and Loyalty in a Jordanian Private Hospital   Order a copy of this article
    by Marwan Khaleel, Shiva Ilhkanizadeh, Huthaifah Khrais 
    Abstract: This study was aimed to investigate the effect of quality of healthcare on patient satisfaction and their loyalty towards a private hospital in Jordan. In total, 130 outpatients participated in a questionnaire survey at one of the biggest private hospitals in Jordan. These data were analysed using SPSS and applying approaches that involved frequency statistics, factor analysis, C-alpha, correlation and regressions analysis. The results indicate that tangible and empathy have either a direct impact on patient loyalty or indirect on their loyalty through patient satisfaction. It was also found that patient satisfaction has a significant relationship with patient loyalty in the private hospital. Practical implications are drawn from this research with the emergence of private healthcare; there has been competition by the health institutions to increase their performance and attract the customers, and to achieve this, the private hospitals in Jordan work to enhance quality, satisfaction and loyalty.
    Keywords: healthcare quality; satisfaction; loyalty; Jordan.
    DOI: 10.1504/IJPQM.2021.10040322
     
  • Comparing Two Ways of Integrating Fuzzy Kano and Importance Performance Analysis   Order a copy of this article
    by Elia Oey, Grisella Librianne, Elvira Elvira, Damar Aji Irawan 
    Abstract: Understanding and capturing consumers needs is an essential task for every organisation. In the service sector, it is even more crucial as consumer experience is an influencing variable. This research is a case study focusing on a beauty care clinic in Jakarta, with the objective of helping them identify suitable attributes and performing analysis for further improvements. Fuzzy Kano and importance performance analysis (IPA) were used as methodologies in this research. Two approaches on combining both methods were elaborated on to gain insights. The first approach used customer satisfaction and dissatisfaction scores, while the second approach used the three Kano categories. The results showed that the first approach gave more focused improvement suggestions for the company. However, the second approach was suitable in addressing attractive Kano attributes which failed to be addressed by the first approach.
    Keywords: importance performance analysis; IPA; fuzzy Kano; SERVQUAL.
    DOI: 10.1504/IJPQM.2021.10040538
     
  • Analysis of Dynamics and Opportunity Cost of SME Operations   Order a copy of this article
    by Virupaxi Bagodi, DEEPANKAR SINHA 
    Abstract: SMEs contribute significantly to the economy but have inconsistent growth and high mortality rates. Authors intend to comprehend the dynamics arising out of product-mix, markets, and governance affecting SME performance. Two hundred responses were obtained using a questionnaire. Cluster analysis was adopted for investigation. For each cluster, Bayesian-Pearson-correlation and Bayesian-linear-regression were carried out to determine the associations that were not explicit (frequentist approach). Results imply that a standard policy does not suit all SMEs and requires different prescriptions. Manufacturers of fixed type-of-products and those operating in the export-market show greater stability. Family businesses have slower growth rates but better customer-relations. Overtime and delay due to changes in production scheduling are two main ailments. None of the SMEs are lean and resilient. SMEs be categorised on their stage in the organisational life cycle, market it operates, ownership, type of product, supply-chain, and operations philosophy for better policy making.
    Keywords: small and medium enterprises; SMEs; cluster analysis; frequentist and Bayesian approaches; opportunity cost; performance.
    DOI: 10.1504/IJPQM.2021.10040544
     
  • Determinants of employee performance in tourism industry   Order a copy of this article
    by Chi Phan, Anh Tu Thi Le, Thu Ha Nguyen, Hoang Nguyen 
    Abstract: In the tourism industry, employees are a significant contributor to providing classy service quality, an unforgettable experience for customers, and determining the organisations success. To find the best way to make the most of this invaluable resource, we examined organisational factors that significantly impacts performance by proposing an integrated research model, taking into account the mediating role of individual factors. Data collected from 822 employees of 65 middle and high-end hotels in one of the most popular tourist destinations in Vietnam was analysed through PLS-SEM. The results show that job characteristics and internal relationships make the employees more engaged, realise meaning in their work, and thereby, improve their working results. By emphasising the bridging role of individual factors, this study provides interesting managerial implications and contributes to the literature by suggesting a different perspective on the topic of improving performance and productivity in the tourism industry.
    Keywords: employee performance; employee engagement; meaningfulness; tourism industry; hotel industry; tourism productivity; organisational factors; organisational cultural environment.
    DOI: 10.1504/IJPQM.2021.10040545
     
  • Application of Six Sigma Tools in Footwear Industry: An Emerging Economy Case   Order a copy of this article
    by Tamzed Ahmed, Rahela Begum, Sayem Ahmed 
    Abstract: The footwear industry is in a preliminary position to significantly impact the export fortunes of emerging economies like Bangladesh over the next decade. This research indicates the benefits of adopting Six Sigma tools to reduce the significant losses, non-value-added activities, and ensure proper labour utilisation of a sewing line of a renowned local footwear company in Bangladesh. In this study, cause and effect diagram (CED) has been applied to determine the reason behind higher manufacturing cost of the existing process. Pareto analysis reveals the most significant equipment loss, and the fault tree analysis (FTA) identifies the root causes of the most significant loss obtained from Pareto analysis. Value stream mapping (VSM) seeks to recognise and remove the non-value-added activity. Cost reduction can be possible in a range of BDT 1589581 to BDT 2384372, and overall equipment efficiency (OEE) is increased to 61.5% from 51%, by reducing the root causes of significant losses. This study will guide the industrial managers to implement Six Sigma practices in the footwear industries for reducing the non-value-added process, production cost, and significant losses for maximising OEE.
    Keywords: cause and effect diagram; CED; fault tree analysis; FTA; footwear; line balancing; overall equipment efficiency; OEE; value stream mapping; VSM.
    DOI: 10.1504/IJPQM.2021.10040602
     
  • Text mining, clustering, and forecasting horizons ahead in the field of quality and productivity   Order a copy of this article
    by Mohsen Shojaee, Samrad Jafarian-Namin, Din Mohammad Imani, Abdorrahman Haeri 
    Abstract: Investigating research trend in a scientific field during different time periods can provide a better understanding for researchers. They can properly plan for future research and allocation of necessary resources. The primary purpose of this study is to focus on the field of quality and productivity (QaP). In this regard, the data mining technique is used for clustering. Moreover, the general trend of each research is discussed in this study from different aspects. To extract the data, the Scopus database has been used as a complete database of scientific articles. Clustering is applied to the abstracts of 17,302 valid articles during the last 20 years (2000 to 2019). After using various techniques to prepare textual data, clusters are created using the k-means technique that can assign thematic labels in the field of QaP. Box-Jenkins approach is applied to select a model on Qap data.
    Keywords: text mining; clustering; quality and productivity; QaP; forecasting; ARIMA.
    DOI: 10.1504/IJPQM.2021.10040603
     
  • Representative Bias and Investment Decision: The Moderating Role of Accounting Disclosure. An Empirical Study Using Structural Equation Modelling Approach   Order a copy of this article
    by Jafer Alsawalhah  
    Abstract: The purpose of this study is to clarify the relationship between representative bias and investment decision, along with the moderating role of accounting disclosure, as most literature conducted studies in well-developed financial markets, whereas less is known about investors in emerging-markets. The study proposes a novel model that suggests accounting disclosure as a moderating construct and is expected to moderate the negative effect of representative bias in shaping investment decision of investors during the investment-decision process. Collecting data, response from 258 active investors in the Amman Stock Exchange, through adopting a purposive convenience sampling was collected using a questionnaire-based-survey. To conduct a statistical analysis, structural equation modelling (SEM) was applied, and the result reported that representative bias negatively influenced investment decision, whereas accounting disclosure was a positive determinant for investment decision. Moreover, the proposed moderating role was able to reduce the negative effect of representative bias on investment decision. Accordingly, discussion and directions were provided.
    Keywords: investment decision; representative bias; accounting disclosure; stock market; structural equation modelling; SEM; Jordan.
    DOI: 10.1504/IJPQM.2020.10040604
     
  • Work-from-Home during Pandemic of COVID-19: An Investigation Study on Managers in Indonesia   Order a copy of this article
    by Elkana Timotius 
    Abstract: The COVID-19 pandemic in 2020 forced organisations to change. To stop the outbreak, employees who work in offices turned to work-from-home. This study identifies the actual work-from-home conditions that managers are experiencing in Indonesia. One hundred and sixty managers from 74 companies in Indonesia who work-from-home during the pandemic were investigated in this qualitative analysis. Their condition while they are working from home was synthesised as the empirical findings. They indicate that working from home has the potential to change managers productivity, professionalism level, and work quality. However, particular steps need to be taken to avoid negative impacts. Work and life integration is the key to working from home. The practical model of work-from-home is very useful for keeping professionalism, maintaining productivity, and optimising the performance of managers while working from home. It could be adapted by other countries that have a similar experience.
    Keywords: work-from-home; professionalism; productivity; performance; work-and-life integration.
    DOI: 10.1504/IJPQM.2021.10040690
     
  • Exploring the Interrelationships between Green Manufacturing Practices and Malaysian Green sustainable Performance   Order a copy of this article
    by Amjad Khalili, Md Yusof Ismail, Siti Norhafiza Abdulrazak 
    Abstract: Green manufacturing (GM) is deliberated an integral part of green operations management. However, little is reported about the empirical investigation of GM practices and the associated sustainable performance within Malaysian industries. This paper aims to develop a conceptual multi-dimensional GM model and explore the relationships amongst these practices in order to eliminate the existing gap in operations management contemporary literature. To accomplish this, a structured questionnaire designed and sent to key respondents’ managers. Two general hypotheses are postulated based on the developed model. Results were performed through techniques utilised from both advanced programs namely SPSS 23 and AMOS 23. Findings show that both hypotheses are supported as these are significant and there are positive linkages between GM and both financial and green performance. This paper is considered a portfolio and guide for Malaysian manufacturers in their trend to be sustainable.
    Keywords: sustainability; model; questionnaire; structural equation modelling; SEM; green manufacturing.
    DOI: 10.1504/IJPQM.2021.10040758
     
  • Identification of Learning Organization Key Elements Leading to Successful Implementation of Six Sigma: An Empirical study   Order a copy of this article
    by Anthony Bagherian, Mark Gershon, Vikas Swarnakar 
    Abstract: The objective of this research is to investigate what elements of the learning organisation (LO) culminate in the success of Six Sigma initiatives in the automobile sector. The study is driven by a research survey incorporated with a questionnaire crafted on a Likert scale of 1 to 7 and a simple random sampling (SRS) method. The survey was disseminated to 2,325 potential participants; across Europe, 573 displayed interest and ultimately, 260 answered questionnaires were returned. Based on various assessment tools of descriptive statistics, the study identified two essential key ingredients: 1) leadership behaviour that supports learning; 2) employees competencies help in Six Sigma implementation success. The study reveals inherent insights into the successful execution of Six Sigma in conjunction with the learning organisation in the automotive industry in Europe, where exploitations of Six Sigma in this context are still in their nascent stage, and little research has been pursued.
    Keywords: Six Sigma; learning organisation; key elements; empirical study; simple random sampling; SRS; mixed method approach; factor analysis.
    DOI: 10.1504/IJPQM.2021.10040977
     
  • Empirical survey on key technologies and enabling factors for Industry 4.0 innovation in the manufacturing sector   Order a copy of this article
    by Dheeraj Nimawat, B.D. Gidwani 
    Abstract: The contemporary era has observed expeditious and astounding transitions, mainly from doing business to technological advances. Manufacturing industries have tried to adopt a new concept change, i.e., Industry 4.0, where scientific myths have become a scientific reality, and the primary catalyst is technological convergence. Therefore ensures that every technical development meets and improves everything is an excellent chance for almost all. The research intends to examine the status of the adoption of Industry 4.0 in manufacturing industries by taking into account its key technologies in the Indian scenario sense. In this paper, a survey has been presented about the status of innovative Industry 4.0 technologies and enabling factors and quantified in recognition of their number of appearances in manufacturing industries. The findings indicated the correlation among the key technologies and enabling factors to ensure the readiness of Industry 4.0 in manufacturing industries. This research indicates the requirement of implementing the principles of Industry 4.0 throughout the existing systems of manufacturing.
    Keywords: fourth industrial revolution; cyber-physical systems; CPSs; Spearman’s correlation analysis; industrial internet of things; IIoT; cybersecurity; system integrations; autonomous robotics.
    DOI: 10.1504/IJPQM.2021.10041081
     
  • Comparison of the Use of ICT Resources of ISO 9001 Certified SMEs and Non-Certified SMEs in Hungary   Order a copy of this article
    by Roland Schmuck 
    Abstract: Digitisation and the use of information and communication technologies (ICT) is a must for small and medium enterprises (SMEs) to keep up with the global competition. ICT is part of the ten pillars of competitiveness. Quality management systems need information and analysis of data. The adoption ladder approach shows how a company can introduce ICT to its operations. The current research is based on a survey of 1,381 Hungarian SMEs according to their use of ICT and their implementation of ISO 9001 certified quality management systems. The results show a clear advantage of SMEs with ISO 9001 certified quality management systems in the use of ICT. This advantage includes the higher likelihood of using computers in networks, having internet connections, using e-mail, having websites, and using specialised software. The biggest advantage of ISO 9001 certified companies was found in having English language websites and using specialised software.
    Keywords: information and communication technology; ICT; small and medium enterprises; SMEs; resources; quality management; ISO 9001; Hungary.
    DOI: 10.1504/IJPQM.2021.10041082
     
  • Factors influencing the implementation of ISO 9001:2015 in the cement industry in South Africa   Order a copy of this article
    by Thebe G. Z. Ngwekazi, Bheki Makhanya, Hannelie Nel 
    Abstract: The paper examines the underlying factors driving the implementation of ISO 9001:2015 in South Africas cement manufacturing sector. Despite widespread adoption of the ISO 9001:2015 quality management standard in South Africa, the countrys cement manufacturing sector remains plagued by quality issues. Purposive sampling was used to conduct a survey from 18 November 2019 to 7 February 2020, and 38 responses were obtained from ISO 9001:2015 accredited companies. Exploratory factor analysis identified two factors, namely improve business performance and gain competitive advantage, as reasons for ISO 9001:2015 adoption from 12 items. The research identified two major challenges affecting ISO 9001:2015 adoption: poor management commitment and a lack of cooperation. The study offers a variety of theoretical implications for scientists wishing to advance the field, as well as practical implementation for businesses embarking on a journey to implement ISO 9001:2015.
    Keywords: continuous improvement; cement industry; ISO 9001:2015; quality management system; South Africa.
    DOI: 10.1504/IJPQM.2021.10041328
     
  • Deployment of Lean Six Sigma DMAIC methodology to improve productivity of a can manufacturing industry   Order a copy of this article
    by M. Shamsuzzaman, Nadin AlHerimi, Salah Haridy, Ahm Shamsuzzoha, Farah Abumadi, Rasha Al-Jabban, Haya Rami, Joumana Asem 
    Abstract: This study proposes and follows a specific and systematic define-measure-analyse-improve-control (DMAIC)-based Lean Six Sigma (LSS) implementation framework for improving the productivity of a can manufacturing industry. A case study research methodology is adopted and implemented through the proposed LSS framework. The effectiveness of the LSS framework is evaluated in a metal fabrication industry producing metallic cans. It is found that the implementation of the LSS project improves the annual productivity of the company by about 511,992 non-defective products which can successfully lead to an increase in the annual sales of about $25,600. This improvement is expected to maintain an efficient production process, increase customer satisfaction, and enhance companys goodwill and profit. This study is expected to help improving the understanding of how LSS methodology can be implemented in solving quality related problems and offer valuable insights for practitioners in metal can manufacturing industries.
    Keywords: productivity improvement; Lean Six Sigma; LSS; metal can industry; define-measure-analyse-improve-control; DMAIC; Pareto chart; control chart; cause and effect diagram; 5-why analysis; simulation.
    DOI: 10.1504/IJPQM.2021.10041331
     
  • Planned Preventive Maintenance (PPM) Effects on Overall Equipment Effectiveness (OEE): A case study in Malaysian Industry   Order a copy of this article
    by Amjad Khalili, Md Yusof Ismail, Muhammad Arif Ruzman 
    Abstract: Total productive maintenance (TPM) and planned preventive maintenance (PPM) has same drive of implementation. This paper focuses on evaluation of the effectiveness of batching plant machine, the overall equipment effectiveness (OEE) before and after implementation of PPM was compared to show the effect of planned maintenance to the effectiveness of the machine. The primary data reflected before and after implementation issues for breakdown time was gathered from selected industry to show the effect on availability of the equipment, performance efficiency of the process and rate of quality products. Both SPSS 25 and Excel were utilised for analysis. Results implied that OEE display an improvement by the reduction of the OEE percentage from 68.3% to 57.5%. These indicate that implementation of PPM does have an effect on availability of the equipment, performance efficiency of the process and rate of quality products and does improve the OEE at the selected company.
    Keywords: preventive maintenance; total productive maintenance; TPM; equipment; effectiveness; case study; Malaysia.
    DOI: 10.1504/IJPQM.2021.10041483
     
  • The Effectiveness of Quality Management System ISO 9001:2015 in Saudi Arabia   Order a copy of this article
    by Sohaib Warsi, Hemaid Alsulami, Abdulaziz Alkabaa 
    Abstract: The latest International Organisation for Standardisation (ISO) survey showed that 878,664 ISO 9001 valid certificates exist in Saudi Arabia. Thus, the Saudi expends 71 M. Saudi Riyals on ISO 9001 renewal certificates. Several studies conducted in Saudi Arabia have studied ISO 9001 from different perspectives and mostly focused only on manufacturing organisation. In comparison, this research studies the overall effectiveness of ISO 9001 applied in Saudi Arabia, considering both public and private sectors and non-profit organisations (NPOs). Twelve hypotheses were employed to answer the research questions, which were tested using the binomial test. The results revealed that ten out of twelve hypotheses were rejected (i.e., indicating that the standards were not effectively applied). The research concludes that ISO 9001 is not effectively implemented in Saudi Arabia and can be utilised to help the Saudi Standards, Metrology and Quality Organisation (SASO) to investigate and analyse this issue on a massive scale.
    Keywords: quality management; International Organisation for Standardisation; ISO 9001; performance management; Vision 2030; KSA; non-profit organisations; NPOs.
    DOI: 10.1504/IJPQM.2021.10041520
     
  • Model for estimating productivity for the manufacture of aluminum formworks used for the construction of housing with the Concrete Wall constructive method   Order a copy of this article
    by Ricardo Tolentino, Miguel L. R. Ferreira 
    Abstract: In this article, the feasibility of using a model of estimating overall productivity in the production of aluminium formworks in a factory located in the city of Rio de Janeiro, Brazil, for the building of popular housing my home, my life program developed by the Brazilian Government is evaluated. It stands out, that the concept of overall productivity, considers the productive and unproductive times, when production is stopped for some reason. The proposed model is composed of the process productivity and idleness functions. Process productivity involves all production activities of the products studied in this article. The idleness function includes all events that cause production to stop at the factory. The data collected during the production were processed via Monte Carlo simulation, using Palisade Corporations @Risk 7.6.1 software. The results revealed that the proposed model was successful, indicating that it can be used in industry.
    Keywords: overall productivity; aluminium formworks; process productivity; unproductive times; idleness; productivity model; productivity estimating; manufacturing productivity; Monte Carlo simulation.
    DOI: 10.1504/IJPQM.2021.10041521
     
  • The Efficiency of Hospitals before and after the Implementation of Health System Reform Plan: a case study of Iran   Order a copy of this article
    by Bahram Nabilou, Alireza Ghorbani, Siamak Aghlmand, Parviz Salem Safi, Hasan Yusefzadeh 
    Abstract: Hospitals need to regularly assess their performance to improve the quality of their services. This study was aimed to investigate the status of hospitals of Urmia University of Medical Sciences before and after the implementation of the health system reform plan, by stochastic frontier analysis method. This was a descriptive-analytic study performed in 24 hospitals affiliated with Urmia University of Medical Sciences before and after the implementation of the health system reform plan during the years 20132017. The average efficiency score in the investigated hospitals during the study period was 0.802 based on the estimated technical efficiency. Therefore, the capacity to enhance the efficiency of these hospitals was calculated to be 0.198. Our findings showed that managers should pay particular attention to planning issues to increase the efficiency and management of resources, and to be able to enhance their efficiency level in hospitals as well as minimise their costs.
    Keywords: health system reform plan; stochastic frontier analysis; SFA; hospital; efficiency; Iran.
    DOI: 10.1504/IJPQM.2021.10041539
     
  • The Effectiveness of Lean Management Applying Process: Case Study on Jordan Electricity Distribution Company   Order a copy of this article
    by Osama Khaled Alkhlaifat, László Koloszár 
    Abstract: This study sought to determine the efficacy of applying lean management (LM) principles by measuring the efforts made in application, then comparing these efforts with the perceived effectiveness of the application process from the employees’ point of view in the Jordan Electricity Distribution Company (EDCO). The current study deals with the main principles of LM: customer focus, standardisation, waste elimination, workflow and continuous improvement. Descriptive analysis was used for the data collected from 234 randomly selected employees using a questionnaire. The results indicate that the effectiveness of LM principles ranged from mid to high in all of the company’s branches. There is also a gap between the efforts made and application effectiveness; the achieved effectiveness is less than the invested efforts, which indicates wasted resources.
    Keywords: lean management; lean principles; effectiveness; implementation processes; implementation teams; organisational culture; lean implementation; process improvement; strategic orientation.
    DOI: 10.1504/IJPQM.2021.10041563
     
  • Absenteeism Among Nurses: Costs, Working Conditions, and Related Factors   Order a copy of this article
    by Emad SHDAIFAT, Main Alolayyan, AHRJAYNES ROSARIO, Najla Al-Ansari 
    Abstract: This paper determines productivity loss due to nursing absenteeism, identify causes and frequencies of absenteeism, describe working conditions, and determine predictors of absenteeism. A descriptive cross-sectional study was carried out amongst 306 nurses in a university hospital using stratified random sampling. Binary logistic regression was performed to identify the predictors of absenteeism. The study found that productivity loss due to absenteeism in the studied teaching hospital was 425,749 USD annually. The most common cause of absence was minor aliment, followed by fatigue related to working overload. The predictors of absence among nurses were: nurses working in A shift, having children, working in ICUs, having normal BMI. The study indicates that the impact of absenteeism on productivity loss is high. More research is required to develop a deeper understanding of the relationship between absenteeism and its related factors.
    Keywords: absenteeism; productivity loss; nurses; work condition.
    DOI: 10.1504/IJPQM.2021.10041564
     
  • Impact of HRM Practices on Employee productivity in times of Covid19 pandemic   Order a copy of this article
    by Prachi Jain Aggarwal, NITYA Khurana, Shefali Khurana 
    Abstract: The purpose of this paper is to investigate the role of various human resource management practices in contributing to employee productivity in remote work environment during the lockdown restrictions imposed because of COVID-19 pandemic. In order to achieve objectives of our research, we have used descriptive research design and have used a survey method to collect responses of salaried employees working from home during lockdown period. The results of the study suggest that the human resource practices relating to job description, training and development, job security, equal opportunity, performance linked compensation, competence linked compensation, employee welfare all together had a significant positive effect on the maintenance and enhancement of the employee productivity. It helps the organisations to promote healthy communication, participative decision making and strategic planning for current and future growth.
    Keywords: productivity; employees; HRM; workplace; pandemic; COVID-19; lockdown; work-from-home; HR-practices.
    DOI: 10.1504/IJPQM.2021.10041588
     
  • Development and validation of an equipment cost efficiency framework for integrating financial and operational performance assessment in manufacturing: a case study   Order a copy of this article
    by Chen Fung Liew, Joshua Prakash, Kok Seng Ong 
    Abstract: Overall equipment effectiveness (OEE) measures the effectiveness of equipment in terms of availability, performance and quality but not financially. The OEE increment has little meaning to the organisations’ management without quantifying financial achievement. Although the high investment can sustain OEE, organisations gain no financial benefit by having such equipment that operates at high OEE. This study introduced a new metric, namely, equipment cost efficiency (ECE) metric, which relates the OEE to costs of equipment, maintenance and improvement by comparing the difference of cost per good quantity between the current and 85% world-class OEE. To increase the practicality of the ECE metric, it is integrated into a framework, namely, ECE framework, which provides systematic problem-solving steps to increase the ECE metric. Application of the ECE framework in a tyre flap manufacturer in Malaysia demonstrated that the OEE and ECE metric were improved by 16.4% and 66.8%, respectively.
    Keywords: overall equipment effectiveness; OEE; equipment cost efficiency; ECE; equipment acquisition cost; operating cost; maintenance cost; improvement cost.
    DOI: 10.1504/IJPQM.2021.10041618
     
  • The scope of the total quality management applications of the personnel according to Pareto chart in private hospitals in Abu Dhabi   Order a copy of this article
    by Marwa Hussein Al-Subehat 
    Abstract: This research aims to identify the scope of TQM applications problems faced by Dar Al Shifa Private Hospital in Abu Dhabi in the application of TQM (the extent of influence of the senior management, the extent of the impact of monetary and moral incentives, the impact of the training factor, the impact of employee participation, and the effectiveness of communication between senior management and employees on the implementation of the concept of TQM. These problems are identified by Pareto chart to prioritise problems in addressing problems through continuous improvement processes to achieve patient satisfaction and better expectations through organised management processes that are free of errors and minimise waste. To achieve the objectives of the research was designed questionnaire for the personnel. The researcher identified nine problems in the five areas that affect the implementation of the concept of TQM in the hospital based on the Pareto chart.
    Keywords: total quality management; TQM; personnel; Pareto chart; hospitals; training factor; employee participation; communication.
    DOI: 10.1504/IJPQM.2021.10041619
     
  • Towards sustainability in SMEs post recovery from COVID-19 crisis: the influence of intellectual capital and cost strategy   Order a copy of this article
    by Zaid Jaradat, Omran Ahmad Al-Ibbini, Mohannad Obeid Al Shbail, Ahmad Adel Jamil 
    Abstract: A framework to determine the key factors impacting the economic sustainability post COVID-19 crisis recovery is proposed in this study for SMEs. The study was supported by resource based-view (RBV) theory. Questionnaires were distributed to the study sample comprising SME financial managers and heads of accounting departments, and 190 returned copies were valid for analysis. The impact of human capital, social capital, and relational capital on the economic sustainability in SMEs appeared strong, positive and significant. A significant positive relationship was demonstrated between cost leadership strategy and economic sustainability, and between differentiation strategy and economic sustainability. SMEs could benefit from the study framework as it can guide SMEs in identifying early survival strategies in COVID-19 crisis recovery. For regulators, the framework could assist them in dealing with SMEs post COVID-19.
    Keywords: sustainability; COVID-19; intellectual capital; cost strategy; resource based-view; RBV; SMEs.
    DOI: 10.1504/IJPQM.2021.10041620
     
  • A Pert model based on the Dampster & Shafer’s Theory of Evidence - application to product development   Order a copy of this article
    by Francesco Lolli, Antonio Maria Coruzzolo, Matteo Zironi 
    Abstract: The epistemic uncertainty affecting the estimates of lead times in new product development may have significant side effects over the management of the said projects, and nowadays an effective tool to manage this kind of uncertainty is still missing for new product development projects. In this paper we propose a new project evaluation and review technique (PERT) model based on lead times defined by the theory of evidence. The main advantages of our proposal come from the inclusion and measurement of the epistemic uncertainty lying into lead time estimates along the PERT network, which is further analysed by means of Monte Carlo simulation. The work is completed by applying this model to a real instance of new product development process within a company, and the results so obtained are analysed by investigating how different combination and transformation rules affect the probability distribution of the activity lead times.
    Keywords: project evaluation and review technique; PERT; Dempster and Shafer theory; new product development; uncertainty management; project management.
    DOI: 10.1504/IJPQM.2021.10041693
     
  • Integration of financial performance measure with overall equipment effectiveness (OEE) for assessing operational performance: a structured literature review   Order a copy of this article
    by CHEN FUNG LIEW, Joshua Prakash, Kok Seng Ong 
    Abstract: Overall equipment effectiveness (OEE) measures the effectiveness of equipment in terms of availability, productivity and quality, but not financially. Without quantifying financial achievement, the increase in OEE has little meaning to the management. OEE can be sustained by high investment. However, organisations gain no financial benefit despite having equipment that operates at high OEE. This study reviews and classifies financial metrics that quantify the financial impact in OEE initiative into profit, revenue, equipment acquisition cost, operating cost and maintenance cost. Results suggest that equipment acquisition cost and maintenance cost are more relevant to OEE than profit, revenue and operating cost. The systematic review also reveals that all financial metrics omit the importance of improvement cost invested for enhancing OEE. The review proposes to assess the financial impact of OEE in terms of equipment acquisition cost, maintenance cost and improvement cost.
    Keywords: overall equipment effectiveness; OEE; financial metric; profit; revenue; equipment acquisition cost; operating cost; maintenance cost.
    DOI: 10.1504/IJPQM.2021.10041798
     
  • Performance Evaluation of Insurance sector using Balanced Scorecard and Hybrid BWM-TOPSIS: evidence from Iran   Order a copy of this article
    by Sahar Rahmati, Soroush Avakh Darestani 
    Abstract: Improving the performance of insurance industry can have a huge impact on other manufacturing and service sectors. The objective of this study is to evaluate the performance of insurance companies using balanced scorecard (BSC) and Multi Criteria decision-making (MCDM), with case studies on three companies based in northern Iran. The outline of our approach is as follows: First, via theoretical studies, the primary criteria in four BSC performance dimensions were identified and provided to experts. Then, nine criteria were chosen to measure the performance based on BSC and Best Worst Method (BWM) was used to weigh them. Results showed, increasing service quality is the most important criterion, followed by, improving quality of services for attracting new customers in addition to existing customers, flexibility in the service system and investing in customer education. Consequently, a decision matrix was developed to measure the performance. Companies were ranked using TOPSIS method.
    Keywords: performance measurement; insurance companies; balanced scorecard; BSC; multi-criteria decision-making; MCDM; Iran.
    DOI: 10.1504/IJPQM.2021.10041836
     
  • The Role of Organizational Learning, Entrepreneurship and Innovation towards Firm Performance   Order a copy of this article
    by Álvaro Dias, MIchelle Gayo, Leandro Ferreira Pereira, Renato Lopes Da Costa, Rui Gonçalves 
    Abstract: Dynamic capabilities enable companies to change and reconfigure their strategies in order to adapt to the ever-changing business environment and maintain a sustainable competitive advantage. Given the importance of dynamic capabilities in today’s economy, the purpose of this study is to understand the role of strategic flexibility as a dynamic capability in the development of organisational capabilities. This study aims to explore the indirect effect between strategic flexibility and firm performance through three organisational capabilities: organisational learning, entrepreneurship and innovation orientation in SMEs. In order to test the conceptual model, we conducted quantitative research using survey data from 180 SMEs. The contributions are twofold. First, we developed a unique and distinctive model to assess the indirect relationship between strategic flexibility and firm performance. And second, we realised the value of organisational learning as a mediating variable as it strengthens the relationship between strategic flexibility and firm performance.
    Keywords: entrepreneurship; organisational learning; innovation orientation; firm performance; dynamic capabilities.
    DOI: 10.1504/IJPQM.2021.10041849
     
  • Root cause analysis using extended cause-effect chain analysis plus (CECA+) method for cleanroom relative humidity problem in the semiconductor industry   Order a copy of this article
    by Sri Rahayu Salehan, Rosmaini Ahmad 
    Abstract: This study presents a systematic root cause analysis (RCA) to investigate the relative humidity (RH) problem. The RCA method, known as extended Cause-Effect Chain Analysis (CECA+) is proposed. The method provides a systematic and attractive manner to manage multi-inter relationships of causes and effects of a problem. Based on the solutions idea generation and verification processes, a final solution idea was obtained. The cleanroom RH trend showed significant improvement that it met the specification of fewer fluctuations at
    Keywords: root cause analysis; RCA; extended cause-effect chain analysis plus.
    DOI: 10.1504/IJPQM.2021.10041852
     
  • Optimizing the costs of quality combination in the product life cycle by Taguchi design of experiments   Order a copy of this article
    by Nassibeh Janatyan, Arash Shahin, Mahya Khodaparastan 
    Abstract: This study aims to show how to optimise the combination of costs of quality in the product life cycle towards achieving robust product design. The Taguchi design of experiments and prevention, appraisal, failure (PAF) model of costs of quality applied for determining the optimal combination of the costs of quality in the product life cycle. Four product life cycle phases at four levels of quality cost considered as control factors. Also, the signal to noise ratio (S/N) calculated. Data collected on the fridge product in a home appliance manufacturer. Findings indicated internal failure costs policy for the introduction and growth phases, prevention costs policy for the maturity phase, and appraisal costs policy for the decline phase. The proposed approach helps firms to manage their quality costs and their total costs more effectively.
    Keywords: product life cycle; Taguchi design of experiments; cost of quality; prevention costs; appraisal costs; failure costs.
    DOI: 10.1504/IJPQM.2021.10041968
     
  • EFFICIENCY EVALUATION OF COOPERATIVES AND WINE INDUSTRIES: A STUDY IN SOUTHERN BRAZIL   Order a copy of this article
    by Guilherme Bergmann Borges Vieira, Carlos Honorato S. Santos, Gabriel Vidor, Roberto Birch Gonçalves, Cintia Paese Giacomello 
    Abstract: This study aimed to comparatively evaluate the efficiency of cooperatives and wine industries located in southern Brazil, using data envelopment analysis (DEA). The input and output definitions were based on literature review about DEA application in the wine sector. Data was collected based on the information available in the sector, resulting from a census research, and complemented by a field study. The results indicated an average efficiency of 0.318, ranging from a minimum of 0.011 to a maximum of 1. The standard deviation was 0.241, showing a coefficient of variation of 75.7%. From the 280 analysed companies, only ten showed efficiency rates equal to 1, which shows a considerable room for improvements. The efficient DMUs were younger and leaner companies. These companies had higher revenues and net profits 2.5 times higher than the total sample. The findings of this research can assist both in the definition of public policies for the wine sector and in the identification of actions to improve less efficient companies.
    Keywords: food industry; agricultural performance; data envelopment analysis; DEA; wine sector; Southern Brazil.
    DOI: 10.1504/IJPQM.2021.10042102
     
  • The Relationship between Street Food Attributes, Tourist Attitude and Satisfaction towards Revisit Intention: Empirical Evidence from Bangladesh   Order a copy of this article
    by Mohammad Rashed Hasan Polas, Asghar Afshar Jahanshahi, Mosab Tabash 
    Abstract: The key purpose of the present study is to investigate halal street food attributes which enhance tourist’s intention to revisit those destinations and to discover whether these relationships are mediated by the tourist overall perception and overall satisfaction towards local street food in Bangladesh. The study employs a quantitative method, with stratified random (probability) sampling used to compile a sample of 379 final responses from tourists in Bangladesh. The deductive hypothetical observational method was used in the positivism research approach. Sixteenth hypotheses were formulated to explore the research objectives. Smart PLS 3.2.9 and SPSS V.25 were used to analyse the data gathered from respondents. The results of the study will enable practitioners and researchers to consider the factors that affect the selection of local street food by tourists, which increase the long-term economic benefits of the halal tourism sector in Bangladesh.
    Keywords: street food attributes; attitude; satisfaction; food tourism; halal tourism; Bangladesh.
    DOI: 10.1504/IJPQM.2021.10042105
     
  • The Role of Yamazumi Chart in Lean Standardization: Modeling and Analysis using Performance Loss Function   Order a copy of this article
    by C.H.I. O.N. CHAN, Henry Lau, Youqing FAN 
    Abstract: Yamazumi chart plays an extremely important role in balancing workload and meeting customer targeted demand in Lean standardization. This paper develops a comprehensive measurement index, Performance Loss Function (PLF), based on the Yamazumi Chart on standard work, in which the workload balance and meeting targeted demand can be measured together in general U-line and cross U-line condition. In addition, the analysis of the related tools and its flexibility to response the market demand changes are also discussed. By using PLF, it can be evaluated more quickly to find the best way in the iterative process of task allocation. This paper contributes to fill up the academic gap in the literature of the application in Yamazumi Chart, provides the theoretical basis and metrics.
    Keywords: Lean Tools; Line Balancing; Yamazumi Chart; Layout; Standardization.
    DOI: 10.1504/IJPQM.2021.10042138
     
  • Assessing Technology Banking Service Providers using Fuzzy MCDM Approach   Order a copy of this article
    by Rajiv Sindwani 
    Abstract: The objective of this research is to identify key dimensions of technology banking service quality (TBSQ) and to evaluate technology banking service providers on the basis of these dimensions. Based on systematic literature review and discussion with an expert, four key dimensions of TBSQ are proposed. Fuzzy TOPSIS technique is applied to appraise and rank three major private sector banks considering four key service quality dimensions. The dimensions proposed in the paper will enlighten banks about the quality factors that need sincere attention. Focus on these critical electronic banking quality dimensions will lead to fewer service failures and cost reduction in long term, resulting in better productivity for the banks. The fuzzy TOPSIS approach discussed in this paper will help technology banking service providers to compare them with their competitors. This will help managers to develop strategies to further improve their quality of services for gaining and sustaining competitive advantage.
    Keywords: technology banking; service quality; fuzzy TOPSIS; prioritisation.
    DOI: 10.1504/IJPQM.2021.10042188
     
  • A DMAIC approach for warehouse storage and order picking process improvement   Order a copy of this article
    by Sharfuddin Ahmed Khan, Dalia Al-Rawi, Muhammad Shujaat Mubarik 
    Abstract: Warehouses play an important role as a linkage of the supply chains. Once the shipment arrives at the warehouse, it becomes the warehouse responsibility to manage the movements and transfers of the goods. The purpose of this paper is to analyse and improve the storage and picking process system. This study implemented a well-known process improvement technique, define-measure-analyse-improve-control (DMAIC), in an international courier companys warehouse, consisting of approximately 60 K sq. ft. with a storage capacity of 60 million pieces. The results show a reduction of approx. 9.9% in cost per order, increased items per picker/hour from 42 to 59 items, time per order fulfilment from 810 minutes to 24 minutes, and improved worker efficiency from 33% to 83%. After implementing our proposed methodology, managers and decision makers saw an improvement in their warehousing operations in terms of efficiency and effectiveness.
    Keywords: warehouse storage; order picking process; DMAIC cycle; process improvement; relationship chart.
    DOI: 10.1504/IJPQM.2021.10042369
     
  • Barriers to Business Growth in Pharmaceutical SMEs- A Sustainable Perspective   Order a copy of this article
    by Gyanabrata Lahkar, HARISHANKAR BAIJU, DIVYANSH MARWAHA, Naveen Daniel 
    Abstract: The purpose of this paper is to study the barriers to sustainable business growth in SMEs with special emphasis on Indian pharmaceutical SMEs. Selected barriers are analysed to determine their relationships and relevance. Literature review was conducted to select barriers and identify research gap. Decision making trial and evaluation laboratory (DEMATEL) approach was the primary analysis approach and analytic hierarchy process (AHP) was adopted to calculate consistency of the results. Interrelationship between the selected barriers was established and the key barriers that need to be focused on were determined, namely, the high cost of implementing sustainable alternatives, lack of government support, logistics and lack of access to finances. The causal diagram showing the interrelationship and grouping of the selected barriers will be useful in creating business strategies and evaluation models, particularly in the pharma sector of SMEs. This paper highlights the research gap in the sustainable studies focusing on Indian SMEs in the pharmaceutical sector. DEMATEL approach to conduct barrier analysis has not been done previously in this scenario.
    Keywords: small and medium enterprises; sustainability; DEMATEL; supply chain; analytic hierarchy process; AHO; pharmaceutical SMEs; barrier analysis.
    DOI: 10.1504/IJPQM.2021.10042581
     
  • The Effect of Green Innovation on Sustainable Performance in SMEs: The Mediating Role of Strategic Learning   Order a copy of this article
    by Khaled Nawaser, Mohammad Hakkak, Mohammad Amin Aeiny, Ali Vafaei-Zadeh, Haniruzila Hanifah 
    Abstract: The effect of green innovation on sustainable performance has been investigated via analysing the mediating role of strategic learning. The statistical population involves 293 randomly-selected small-and medium-size companies being active in the field of chemical products in Eshtehard industrial town in Iran. Results verify that green innovation, both directly and indirectly, affects sustainable performance of the chemical industry through the strategic learning mediator variable. Our study also provides chemical industry stakeholders a theoretical innovative framework to figure out the impact of green innovation on sustainable performance by emphasising on strategic learning. Limitations of the study are indicated and directions for future research are noted.
    Keywords: sustainable performance; green innovation; strategic learning; chemical industry.
    DOI: 10.1504/IJPQM.2021.10042821
     
  • Quality Management System Framework for Construction Companies in the Kingdom of Saudi Arabia   Order a copy of this article
    by Bambang Trigunarsyah, Ammar Moohialdin, Muhammad Saiful Islam 
    Abstract: The construction sector in Saudi Arabia is the largest and fastest-growing market in the Gulf region. However, there are considerable quality service gaps that affect the overall performance of the construction projects. Achieving a high quality for construction projects is strongly associated with managing interrelated organisational processes and the company-specific practice and culture. Under this context, this paper develops a quality management system (QMS) for Saudi construction companies. The QMS is developed based on three primary sources: literature review, case studies on real-world practices of QMS implementations in Saudi Arabia and ISO 9001. The study results demonstrate that the application of the QMS needs to consider five main components: top management commitment, facilitation of QMS application, company and project-based QMS, and evaluation and correction. The proposed QMS model can equally be implemented in culturally and economically similar countries like KSA.
    Keywords: construction industry; quality management system; QMS; company-based QMS; Saudi Arabia; organisational process.
    DOI: 10.1504/IJPQM.2021.10043002
     
  • The driver factors of CSR web-based disclosure: a cross country study and evidence from Jordan and Saudi Arabia   Order a copy of this article
    by Husam Ananzeh, Merwiey Al-Aqrabawi, Qutaiba Adeeb Odat, Hashem Alshurafat, Mohannad Al Shbail 
    Abstract: This study represents an important cross-country study that investigates the determinants of CSR web reporting in two developing countries namely, Jordan and Saudi Arabia. The study primary data were manually collected from companies’ websites in the year 2020. This study finds that in Jordan, contrary to Saudi Arabia, a larger board size and the presence of an audit committee can encourage companies to deliver more CSR web-based disclosure. The presence of a CSR committee, on the other hand, is likely to have a positive impact on the level of CSR web-based disclosure in both countries. In addition, in Jordan and Saudi Arabia, large companies are found to deliver more CSR. However, firm profitability is not associated with the level of online CSR reporting and its dimensions in both countries. Moreover, being leveraged is not an incentive for more online CSR reporting in Jordan while, on the other hand, a reduction in firms leverage is likely to be followed by more online CSR in Saudi Arabia. Moreover, neither company age nor liquidity are associated with CSR online reporting in both Jordan and Saudi Arabia. Moreover, in both countries, environmentally sensitive companies are found to adhere to more CSR web-based disclosure.
    Keywords: corporate social responsibility; websites; disclosures; Jordan; Saudi Arabia.
    DOI: 10.1504/IJPQM.2021.10043217
     
  • Ranking the Performance of Public Sector Banks by Fuzzy AHP and Fuzzy TOPSIS in Balanced Scorecard Framework: An evidence from India   Order a copy of this article
    by DEERGHA SHARMA, PAWAN KUMAR 
    Abstract: The present study has evaluated the performance of ten public sector banks operating in India using the fuzzy multi-criteria decision-making (FMCDM) approach under the balanced scorecard (BSC) framework. For this purpose, 17 performance indicators are chosen which were further sub-categorised into four perspectives of the BSC through the questionnaire-based expert’s opinion using the Delphi technique. Furthermore, the relative weights of the selected performance indicators were estimated by employing the Fuzzy AHP. Later, Fuzzy TOPSIS was used to rank the public sector banks. Analysis and therefore, results pointed that customer perspective is the most preferred dimension of BSC, and employee satisfaction has the highest priority among all performance indicators. Moreover, Bank of Baroda is found as the best performer among ten selected banks as per the analysis on ranking. The originality of the research is to appraise the performance of selected banks by adopting the BSC-MCDM approach in Fuzzy environment.
    Keywords: performance evaluation; multi-criteria decision making; fuzzy AHP; fuzzy TOPSIS; balanced scorecard; BSC; India.
    DOI: 10.1504/IJPQM.2021.10043303
     
  • Gap Analysis Based on TQM Criteria Using BWM- IPA Hybrid Method: a Case Study   Order a copy of this article
    by Saeid Sadeghi Darvazeh, Maghsoud Amiri, Farzaneh Mansouri Musolu, Masoomeh Sadeghi, Yaser Goldust, Sara Moslemi 
    Abstract: Despite the importance of paying attention to TQM criteria on organisational productivity and performance, many managers still do not clearly understand how to identify and analyse gaps concerning TQM criteria. This study aims to provide a map-road to show how the managers can evaluate and analyse the gap in TQM criteria and then provide some practical strategy to eliminate the identified gaps. To this end, Alpha Gas Refinery Co. has been selected as a case study, and the data collected from the six managers and experts of the company to determine the current and ideal situation of the company concerning TQM criteria. To analyse data the best worst method (BWM) was used and the degree of current and ideal performance has been calculated. Then, the gap between the current and the ideal situation was determined using the importance-performance analysis (IPA) technique. Finally, some practical strategies are proposed to reduce gaps.
    Keywords: total quality management; TQM; gap analysis; best worst method; BWM; importance-performance analysis; IPA; oil and gas industry.
    DOI: 10.1504/IJPQM.2021.10043330
     
  • Drivers of service productivity in the hospitality industry: A customer perspective   Order a copy of this article
    by Thu Ha Nguyen, Anh Tu Thi Le, Truong Trong Hoang 
    Abstract: The Industrial Revolution 4.0 not only poses new challenges for hotel managers, but also opens up new data sources and potential analysis methods for research on service productivity and customer satisfaction. To explore determinants of tourism productivity from the customers perspective, more than 2,700 reviews on Booking.com related to 21 luxury hotels in Vietnam were included in the integrated analysis process to make the most of both numerical and textual data. The findings of content analysis elucidated the basic and hidden dimensions of service that contribute to raising output of productivity customer satisfaction. Besides, the comparison between the perceptions of the two main customer groups showed interesting differences between Asians and westerners. The study provides valuable suggestions for hotel managers to improve service productivity through enhancing customer satisfaction drivers and proposes to scholars a potential method for big data research and an approach to tourism service productivity.
    Keywords: tourism service productivity; customer satisfaction; customer online reviews; hospitality; tourism industry; hotel industry; tourism employees; content analysis.
    DOI: 10.1504/IJPQM.2021.10043349
     
  • Digitalisation and Firm Performance: Evidence from Tunisian SMEs   Order a copy of this article
    by Rihab Bellakhal, Rim Mouelhi 
    Abstract: Existing studies suggest that the level of digitalisation amongst Tunisian small and medium-sized enterprises (SMEs) is low. Tunisian SMEs lack the resources and capabilities needed to implement digital technologies. Furthermore, the literature argues that digitalisation offers unprecedented opportunities for SMEs, making digitalisation more than fundamental for their survival and growth. The purpose of this paper is to shed light on the relationship between digitalisation and performance, in the context of Tunisian SMEs. Based on a firm-level dataset of 466 SMEs, the results indicate that digitalisation is positively related to firms’ performance. This positive relationship is linked with the firm’s engagement within a global digitalisation strategy, where it considers digitalisation as being an integral part of its business and activities. The paper gives several policy recommendations to support the digital transformation of SMEs in Tunisia.
    Keywords: firm performance; digitalisation; internationalisation; small and medium-sized enterprises; SMEs; digital strategy.
    DOI: 10.1504/IJPQM.2021.10043350
     
  • Six Sigma-Oriented Methodology for Multivariate Capability Analysis to Measure Service Quality in Virtual Education Environments   Order a copy of this article
    by Rister J. Barreto Pombo, Roberto Herrera 
    Abstract: Online education programs have become increasingly ubiquitous in the last few decades. This phenomenon has created the need for properly assessing service quality in virtual education environments. Traditional methods focus only on the technical aspects of online education, or manufacturing-like service transactions, thus neglecting vital factors that influence perceived service quality, such as human behaviour, support activities and administrative responsiveness. This paper proposes a service quality evaluation methodology for virtual education environments, incorporating elements from the Six Sigma methodology and multivariate capability analysis. The results show that implementing a Six Sigma approach in virtual education could provide the tools for decision-makers to direct their efforts to key quality-related aspects in order to improve student satisfaction levels and perceived service quality.
    Keywords: virtual education; service quality; Six Sigma; multivariate capability index.
    DOI: 10.1504/IJPQM.2021.10043566
     
  • Identifying & Improving Customer Preferences of Frozen Tuna for the Export Market   Order a copy of this article
    by Elia Oey, Pande Putu Maharani Puspitasari, Fransiska Fransiska, Johanes Ronaldy Polla 
    Abstract: Understanding customers’ needs is crucial. This is even more important for global markets and when the products need special supply chain such as frozen tuna. Indonesia plays an important role in the global tuna market. To maintain that position, it is important for Indonesian tuna exporters to understand their consumers need. This research used a combination of literature study and brainstorming with tuna experts to generate export customer attributes, called TunaQual. The study used a frozen tuna exporter in Jakarta Port as show case on how improvement can be conducted. It assessed the performance of the company against other Indonesian tuna suppliers using simultaneous importance performance analysis (SIPA) and quality function deployment (QFD). Action plans to improve current marketing and operation of the company were then generated. In addition, 23 attributes categorised under six groups was proposed as TunaQual, which should give guidelines for Indonesian frozen tuna exporters in general.
    Keywords: customer attributes; frozen tuna; TunaQual; quality function deployment; QFD; simultaneous importance performance analysis; SIPA.
    DOI: 10.1504/IJPQM.2021.10043652
     
  • Business sustainability of small coffee shop: The role of leader and quality   Order a copy of this article
    by Mukhamad Najib, Farah Fahma 
    Abstract: The rapid growth in the number of coffee shops in Indonesia and the increasingly fierce competition in that space presents a challenge for small independent coffee shops. To survive and have a sustainable business, small coffee shops must compete in a crowded market. One strategy to maintain a sustainable business is to meet and exceed customer expectations by providing exemplary service. This study analyses the influence of a quality-oriented culture and service quality on business sustainability and the role of leadership in achieving a quality culture, service quality and business sustainability. A total of 110 coffee shop owners and managers in Bogor, Indonesia, comprised the study sample. We analyse the relationship between variables using a structural equation model with partial least squares (SEM-PLS) approach. The results reveal that a leader significantly affects the establishment of a quality-oriented culture and actual service quality. Furthermore, our research also shows that having a quality culture and maintaining a high level of service quality significantly affect business sustainability. We provide several managerial implications and policy recommendations based on these results.
    Keywords: Indonesia; quality culture; service quality; small coffee shop; SEM-PLS.
    DOI: 10.1504/IJPQM.2021.10043881
     
  • A comparative analysis of experts' judgement methods for patient safety implementation - FMEA and fuzzy AHP   Order a copy of this article
    by Seyedehfatemeh Golrizgashti, Mehrdad Keshmiri, Noshad Nazabadi 
    Abstract: Regards to the complexity of healthcare systems, it is very important to apply accurate and effective methods to manage probable risks to enhance patient safety. The aim of this study is to identify probable risks by using failure modes and effects analysis method and fuzzy analytic hierarchy process to compare obtained results and define shortages of experts’ judgment methods. This study has been conducted in electrocautery surgery in operating room in a hospital in IRAN. The failures modes, their effects and causes are identified by in-depth interviews, hospital documentation and fuzzy Delphi method. Obtained results show that decision making based on experts’ judgment methods may lead to different results therefore applying accurate quantitative methods to enhance reliability and patients’ safety is essential. While this study identifies the potential risks of a complex surgery, comparing the obtained results based on two methods is the most important contribution of this paper.
    Keywords: quality management; patient safety; healthcare system; risk; FMEA; FAHP; electrocautery surgery.
    DOI: 10.1504/IJPQM.2021.10043885
     
  • Convergence of Quality and Productivity in Start-up Enterprises: Analysis of Divergent Value Perspectives   Order a copy of this article
    by Rajagopal Rajagopal, ANANYA RAJAGOPAL 
    Abstract: This study analyses the impact of customer segmentation, customer acquisition and retention, and customer behaviour on the organisational growth and performance of the start-up enterprises (SUEs) in Mexico. SUEs tend to gain more market share by implementing customer-centric approach through various cognitive variables. These variables include customer acquisition, brand promotion, referrals, brand loyalty, purchase intention, self-perception (me-too-feeling), product referrals, and repeat buying behaviour. Information gathered from 308 respondents was admitted to the data analysis process. In all, information from 88% of respondents was considered for data analysis. This study reveals that most SUEs focus on customer-centric market segments within niche (minimum viable segments) to increase marketing efficiency by generating pre-emptive consumer behaviour. The performance of an SUE is determined by customer acquisition approaches, target segmentation, consumer confidence, product referrals, and purchase intentions towards innovative products.
    Keywords: entrepreneurial productivity; quality constructs; customer-centric approach; customer segmentation; customer buying behaviour; value co-creation; start-up enterprises; SUEs.
    DOI: 10.1504/IJPQM.2021.10043982
     
  • Project Management Ethics and Corporate Reputation: The Mediating Role of Employee satisfaction   Order a copy of this article
    by Najim Najim, Mohammad Alhmeidiyeen, Naser Abuyassin, Jasser Al-Nasour 
    Abstract: This study seeks to explore the impact of project management ethics on the corporate reputation. Project management ethics included five dimensions: the first four dimensions (responsibility, respect for commitments, fairness, and honesty) were taken from the project management ethics code issued by the American project management institute, with a fifth dimension being ethical citizenship proposed by the researchers. The study also sought to determine the impact of employee satisfaction as a mediating variable on the relationship between project management ethics and company reputation. The study was carried out on the Greater Amman Municipality (the capital of Jordan), which is characterised by a number of projects implemented in many sites by its engineering units. The number of respondents participating in the study sample was 112 respondents, including engineers, technicians, and administrative employees. The results of the study confirmed that all dimensions of project management ethics had a positive impact on the company’s reputation, with the exception of ethical citizenship, which had no significant impact on the corporate reputation. Also, employee satisfaction as a mediating variable had a significant impact on the relationship between ethics and the corporate reputation.
    Keywords: project management; ethics; PMI code of ethics; corporate reputation; employee satisfaction.
    DOI: 10.1504/IJPQM.2021.10043994
     
  • Fuzzy inference system for a bilevel quality assessment optimization model   Order a copy of this article
    by Georgii Pipiay, Liudmila Chernenkaya, Vladimir Mager 
    Abstract: In the context of the industry digital development, producers are required to improve all elements of the product life cycle, and in particular, the monitoring and assessment of product quality, since the degree of all stakeholders’ satisfaction depends on this. In order to select right models for product quality monitoring and assessment, it is necessary to identify sources of the measured or evaluated information. This problem requires the development of flexible systems for processing and analysing primary information that can take into account heterogeneous information in the production process. In this paper, a fuzzy inference system is proposed for solving the task of bilevel product quality optimisation at the production stage, and fuzzy partial indicators of product quality are obtained, including the possibility of using these product quality indicators to solve the task of bilevel product quality optimisation. In the presented work, methods and approaches will be proposed for solving the problem of assessing product quality.
    Keywords: quality assessment methodology; bilevel optimisation; partial criteria; objective functions; fuzzy inference system.
    DOI: 10.1504/IJPQM.2021.10044275
     
  • Knowledge-Sharing’s Facilitating Role: Innovative Performance and Total Quality Management   Order a copy of this article
    by Rawa Hijazi  
    Abstract: Within the field concerning innovative performance (IP), which is extensive in its research, a wealth of research has zoned in on the encouragement of IP within a given workplace via total quality management (TQM), a concept that allows individuals to foster cooperation and ability to enhance IP (alongside knowledge-sharing [KS]). In mind of the above, 213 employees at Jordanian ISO 9000-certified SMEs participated in this study, with structural equation modelling (SEM) employed to analyse the ways in which IP was influenced by KS. The results show that the relation between TQM and IP is partly controlled through KS, such that it is necessary to recognise TQM as a multi-factorial problem, rather than selectively choosing individual factors, and that in order to facilitate more innovative performance, KS needs to further complement total quality (TQ).
    Keywords: total quality management; TQM; knowledge-sharing; innovation performance; project-based organisations; PBOs.
    DOI: 10.1504/IJPQM.2021.10044423
     
  • The Role of Barriers to TQM Success: A case study of Deming Awarded Industry   Order a copy of this article
    by ANKESH MITTAL, PARDEEP GUPTA, Vimal Kumar, Pratima Verma 
    Abstract: The aim of this paper is to explore the importance of the barriers encountered during TQM implementation in the context of Deming awarded industry in India. Based on the literature review, and expert opinions, ten barriers have been identified. Consequently, expert judgement has been engaged through the AHP approach to determine the role of each barrier. The result reveals that the lack of leadership is the top positioned and significant barrier with the highest global weight of 30.77% chased by lack of communication with the global weight of 19.68% and hindering the winning Deming Award. The findings of this study will facilitate researchers, consultants, policymakers, and decision-makers to implement TQM efficiently. In addition, the findings will assist the stakeholders to find the weight of importance of different barriers. Accordingly, they will make a plan to overcome the major TQM barriers which will increase the success rate of TQM implementation.
    Keywords: Deming awarded organisations; total quality management; barriers; analytical hierarchy process.
    DOI: 10.1504/IJPQM.2021.10044426
     
  • PROCESSING OF TURKEY CHEST AND THE IMPLICATIONS OF LEAN PHILOSOPHY   Order a copy of this article
    by Fernanda Schwanke-Bianchet, Luiz Henrique Maisonnett, Micheli Zanetti, Everton R. Breitenbach, Francisco R. S. Machado Junior, Josiane M. M. De Mello, Marcelo F. Costella, Francieli Dalcanton 
    Abstract: The aim is to apply the lean philosophy in the Turkey breast processing operations of a slaughterhouse, seeking to reduce waste, lead-time, and total processing time. The study was developed based on action research and a case study. It was possible to apply six Kaizens as lean application tools. Besides, the lead-time value and the total processing time were calculated before and after implementing the raised opportunities. The deployment of the lean philosophy at the company promoted a reduction of 1.6% in lead time and 76.8% in the total processing time of the Turkey breasts. The study may support other poultry slaughterhouses and the food industry in general in deploying the lean philosophy. Regarding the theoretical contribution, clear limitations consider the type of product, perishability, restrictions imposed by legislation, and quality control, which generate differences among companies in the food industry.
    Keywords: lean production; food industry; Turkey breast; lead-time.
    DOI: 10.1504/IJPQM.2021.10044484
     
  • Application of MCDM tool for analysis of factors influencing integration of Industry 4.0 with Agile Manufacturing   Order a copy of this article
    by Sunantha M, Akanksha Akanksha, Samiksha Meshram, S. Vinodh 
    Abstract: The automotive sector usually has a benefit due to commonality of vehicle parts, but planners still find it difficult to keep a balance. From one vendor to different vendors, they must meet niche demands. To keep a balance between these differences, cost effectiveness and ensuring product quality is a big challenge for them. For this, they need to ensure integration between customer and manufacturer at various stages i.e., design, manufacturing, sales, and marketing, etc. Overcoming all limitations without technological advancement is technically not possible for the firms. Thus, this problem helps in the integration of agile manufacturing (AM) and Industry 4.0. Industry 4.0 could make firms more competitive and profitable by increasing flexibility and productivity. The identified factors are prioritised using multi criteria decision making (MCDM) tool. The outcome of this work will be helpful in assisting the firms to become more agile using Industry 4.0.
    Keywords: Industry 4.0; agile manufacturing; AM; internet of things; industrial internet of things; augmented and virtual reality; enterprise resource planning.
    DOI: 10.1504/IJPQM.2021.10044817
     
  • Identifying and Evaluating barriers for healthcare waste management: An Integrated Approach   Order a copy of this article
    by Abhishek Raj, Cherian Samuel 
    Abstract: The World Health Organization (WHO) identified healthcare waste as highly infectious and threatening the environment and human health. India’s current healthcare waste management system has certain limitations, which lead to ineffective waste handling practices. So, proper healthcare waste treatment is becoming mandatory for the environment and safety. Healthcare waste management (HCWM) requires efficient collection and segregation of waste for proper disposal. The paper approaches the healthcare sector’s issues and challenges in treating and managing healthcare waste. Interpretive structural modelling (ISM) was used to find the design requirements, which were transferred to QFD for prioritising. Results from ISM and QFD indicated that government support and policies, awareness, training and workshops, high priority to waste management issues, and support of top authorities have significant implications on people and society. This analysis will provide a result that will help the stakeholders implement healthcare waste management
    Keywords: healthcare; waste management; interpretive structural modelling; ISM; quality function deployment; QFD; India.
    DOI: 10.1504/IJPQM.2022.10044981
     
  • Performance of Schools in Australia: Evidence from Malmquist Indices   Order a copy of this article
    by An Duong 
    Abstract: The current study constructs a balanced panel dataset on 8,314 schools operating in Australia during 20092015 and applies the Malmquist index methods to examine performance of the schools. The empirical results show that schools in Australia underperform during the study period. In addition, schools in Australia Territory Capital, New South Wales and Northern Territory perform better than those located in other states and territories, special and secondary schools are productive while primary and combined ones are not, independent schools are productive, but catholic and government ones are not, schools in very remote and metropolitan areas well perform but those located in remote and provincial regions do not. Moreover, the number of schools and government expenditure on education play an important role in performance of the schools.
    Keywords: performance; Malmquist indices; productivity; tobit; school; Australia.
    DOI: 10.1504/IJPQM.2021.10045061
     
  • Evaluating MFCA-Based System Framework for Performance Improvement in Ceramic Tile Manufacturing Industry   Order a copy of this article
    by Harshad Santoki, G.D. Acharya, Shailee Acharya 
    Abstract: In this paper, the applicability of material flow cost accounting (MFCA) is demonstrated using a case study of ceramic tile manufacturing units located in the Morbi ceramic cluster. This study illustrates the entire process of MFCA implementation, from data collection to MFCA calculation to waste-reduction initiatives. The objectives of this study were to find ways to reduce material waste and losses, and enhance material and energy efficiency. The case studys findings suggest that MFCA is a useful tool that aids decision-makers in making better and more accurate decisions, resulting in long-term cost savings and improvement. Following the conclusion of the MFCA analysis, techniques for reducing losses and improving the production process were established. The outcomes of this study may motivate other SMEs to apply the MFCA approach to improve manufacturing system performance, and the framework provided by this study will potentially help other ceramic tile manufacturers implement it.
    Keywords: material flow cost accounting; MFCA; system framework; performance improvement; ceramic tiles manufacturing; small and medium sized enterprises; SMEs.
    DOI: 10.1504/IJPQM.2022.10045068
     
  • Benefits of the changes of ISO 9001:2015 on the organizational performance   Order a copy of this article
    by Sara OUCHAMA, Badr Dakkak, El Hassan Irhirane 
    Abstract: ISO 9001 is the international standard that specifies the requirements for quality management systems. Organisations implement the requirements of the standard to demonstrate their ability to provide products that meet customer requirements. Since September 2015, a new version has been installed. The objective of this document is to list the changes implemented by the new version of ISO 9001 and identify the impact of each change on the four axes of the Balanced Scorecard, it contains a comprehensive list publication that have already dealt with this subject. The study proposes a new approach to analysing the relationship between changes and performance, a comprehensive and multidimensional approach that brings together all the factors that influence this correlation. The analysis of 122 articles reveals that there is a positive relationship between the two areas in general, but does not allow us to decide on the impact of each change on organisational performance.
    Keywords: total quality management; TQM; ISO 9001:2015; balanced scorecard; global performance; organisation context; leadership; knowledge management; risk-based thinking.
    DOI: 10.1504/IJPQM.2022.10045306
     
  • A framework for best organizational practices, from implementation to certification in Quality Management Systems   Order a copy of this article
    by Andrés Sanchez-Comas, Alexander Troncoso-Palacio, Tatiana Arrieta-Barrios, Luz Vásquez-Osorio 
    Abstract: Due to the high competitiveness companies face to occupy positions as world business leaders. They must develop strategies to improve their processes while implementing the certification in quality management systems under the ISO 9001 standard. This paper is based on a systematic analysis of the requirements of the standard ISO 9001 and recognised methodologies worldwide in process improvements, such as lean manufacturing, business process reengineering, Lean Six Sigma, and business process management. In which a framework of best organisational practices was designed. Here it was possible to identify some activities of the certification processes that could be improved using this framework when implementing a management system. So that it can be used as a control concept to increase the probability of obtaining processes that promote quality from the implementation of the QMS.
    Keywords: business process management; framework to improve processes; management systems certification; QoProcess; quality systems implementation.
    DOI: 10.1504/IJPQM.2022.10045393
     
  • The Mediating and Moderating Effect of Total Quality Management Practices on the Association between Strategic Planning and Competitive Advantage: The Case of Railway Sector   Order a copy of this article
    by Tryson Yangailo 
    Abstract: Empirical studies that have investigated the association between strategic planning and competitive advantage have presented mixed results with some studies indicating that strategic planning is an approach for achieving competitive edge over rivals, while other studies have failed to find the link between the two. This study endeavoured to settle and understand the relationship between strategic-planning and competitive-advantage by including some practices of total quality management on the very relationship using 192 sample-data collected using questionnaire from management employees of Tanzania Zambia Railway Authority. The study contributes to literature by determining mediation effect of quality-results and moderating effect of education and training on strategic-planning and competitive-advantage. Model-fit, validity and reliability were verified using regression-analysis, principal-component-analysis, and factor-analysis using Jamovi. The results present significant-positive association between strategic-planning and competitive-advantage.
    Keywords: strategic planning; quality results; education; training; mediation; moderation; competitive advantage.
    DOI: 10.1504/IJPQM.2022.10045473
     
  • Customer acceptance of smart grid technology: A bibliometric literature review   Order a copy of this article
    by Archana Archana, Ravi Shankar, Mohd Adil 
    Abstract: As a part of technology acceptance studies, customer acceptance of smart grid technology is important for its successful implementation. The worldwide implementation of smart grid technology has increased the attention of researchers in this realm. However, a thorough bibliometric analysis of customer acceptance for smart grid technology has not been carried out so far. Hence to address this gap, the present work aims to provide the current scenario of research pertaining to the customer acceptance of smart grid technology. The bibliometric data from the year 2012 to 30 May 2021 was extracted from the Scopus database. Bibliometric analysis and network analysis were applied to obtain the research trends, contributing authors and nations working in the domain of customer acceptance of smart grid technology. Also, topic modelling technique was applied in the selected literature which eventually extracted six different topics. Further, the extracted topics led us to develop a conceptual framework for customer acceptance of smart grid technology. The framework will help the practitioners, policymakers and the government to formulate long term strategies for the successful adoption of smart grid technology.
    Keywords: smart grid; bibliometric analysis; technology acceptance; latent dirichlet allocation; sustainability.
    DOI: 10.1504/IJPQM.2022.10045676
     
  • Management Accounting System and Managerial Performance in an Emerging Market: A Mediation-Moderation Model   Order a copy of this article
    by MALIK A.B.U. AFIFA, Hien Vo Van, Trang Le Hoang Van 
    Abstract: This paper explores the relationship between management accounting systems (MAS) characteristics and managerial performance in the context of technology development and increasing competitive pressure in Vietnam. Based on quantitative analysis techniques with 272 questionnaires answered by middle managers, the study results provide many interesting things. Firstly, MAS characteristics (scope, timeliness and aggregation) are simultaneously influenced by environmental factors such as technology and competition based on contingency theory. Secondly, the characteristics of MAS (broad scope, timely and aggregated information) had a significant effect on managerial performance while integrated MAS is not. Further analysis shows that technology and competition have an indirect influence on managerial performance through the mediating role of MAS characteristics (broad scope and timeliness information). A rather interesting finding that the effect of MAS timeliness on managerial performance is only moderated by perceived environmental uncertainty. Finally, the study also provides some implications, limitations and recommendations for future research.
    Keywords: management accounting system; MAS; managerial performance; technology; competition; environmental uncertainty; contingency theory; Vietnam.
    DOI: 10.1504/IJPQM.2022.10045691
     
  • Using sustainability as a way to shape insurance industry: Development of conceptual framework   Order a copy of this article
    by Nikhil Dogra, Mohd Adil, Asad Ullah 
    Abstract: The purpose of this study is to propose a holistic framework for sustainable insurance. We identified the key indicators that affect insurance sustainability followed by an investigation into the contextual relationships among them. Based on an in-depth review of literature and ranking by 93 experts, a total of nine key indicators of sustainable insurance were identified. Then, modified total interpretive structural modelling (m-TISM) was employed to investigate the inter-relationships amongst the identified sustainability indicators. The findings indicate that environmental concern and social sustainability are the key indicators with high driving power. This study is novel in its approach as it offers valuable insights for academicians and practitioners by proposing a holistic framework of sustainability.
    Keywords: insurance industry; sustainability indicators; modified total interpretive structural modelling; m-TISM; environmental concern; MICMAC.
    DOI: 10.1504/IJPQM.2022.10045693
     
  • Evaluation of Airline Catering Supply Chain Practice Effectiveness using Fuzzy Logic   Order a copy of this article
    by Dhaarsan Rajaratnam, Funlade Sunmola 
    Abstract: Many organisations have realised significant benefits after implementing best supply chain practices and there are important lessons to be learnt across industry sectors, including in the airline catering industry. The airline catering industry is facing intense pressure to improve its service performance. An appropriate evaluation of supply chain practices will help in implementing effective practices to strengthen competitive position. This paper presents a conceptual model and methodology for assessing the effectiveness of supply chain practices in the airline catering industry, using fuzzy logic. The model is developed primarily from performance attributes, practice categories and supply chain practices specified in the SCOR framework. A supply chain practice effectiveness index is computed using the model, which reflects the current practice status of an airline catering supply chain. The model is illustrated using a case study. The methodology also helps in identifying weak performing practices. Areas of future work are suggested.
    Keywords: supply chain practice; practice effectiveness; SCOR; fuzzy logic; airline catering supply chain.
    DOI: 10.1504/IJPQM.2021.10045812
     
  • Development of a hierarchical model for significant barriers in grinding technology using integrated AHP-TISM approach   Order a copy of this article
    by Kamal Kishore, Manoj Sinha 
    Abstract: Presently, manufacturing industries is facing acute global competition based on technological advancement and resource availability. Therefore, it is essential to unearth barriers and enablers that hinder and promote the unexplored potential of the grinding technology. Grinding is always a high stake process where even a minute error can convert a product into a scrap. Based on the extant literature and expert’s opinion, the present work initially identified eight barriers related to the grinding process. Further, using analytic hierarchy process, six significant barriers have been selected out of the earlier identified eight barriers. Additionally, the total interpretive structural modelling (TISM) based model incorporating the six key barriers has been developed that explains the relationship between these selected barriers, which essentially hinder the usage of the true potential of the grinding process. The developed TISM model indicates that conventional technology in the grinding industry primarily affects the cost of the manufactured products.
    Keywords: grinding; sustainable grinding; analytic hierarchy process; AHP; total interpretive structural modelling; TISM; barriers.
    DOI: 10.1504/IJPQM.2021.10045859
     
  • Improving productivity in SMEs with the implementation of Six Sigma. Human Resource Management implications.   Order a copy of this article
    by Franca CANTONI, Roberta Virtuani 
    Abstract: This paper analyses the implications that Six Sigma can induce in the management of human resources and in the quality of work organisation in SMEs, a field of investigation not yet adequately explored by the scientific literature. The case of two SMEs (a manufacturing and a service company) engaged in different phases of Six Sigma application and operating in different industries is reported. After initial reluctance and resistance, Six Sigma stimulated the creation of a culture of continuous HR motivation and accretion.
    Keywords: Six Sigma; data culture; DMAIC; change management; quality management; motivation; decision-making; HR.
    DOI: 10.1504/IJPQM.2022.10046015
     
  • Improving Warehouse Capacity, Productivity and Sustainability   Order a copy of this article
    by Yudi Fernando, Muhammad Adib, Ika Sari Wahyuni-TD, Yousif Omar 
    Abstract: This study aims to examine warehouse capacity utilisation, productivity and sustainability. The methods used in this study are the symptom versus problems approach (SVP), mathematical computation and simulation. By using SVP, it is confirmed that space utilisation is the source of warehouse productivity. The rate of the current warehouse is calculated using the Frazelle model, and it proves that the existing warehouse layout is under-utilised. Improvements and storage utilisation rates will then be calculated. The simulation method runs the improved warehouse layout with its main activities using the Anylogic software. With simulation, the new design layout would be adequately visualised, including the main activities and areas of operating with its throughput. Our study has suggested that complying with sustainability features and guiding low carbon warehouse principles will assist the company one step further compared to competitors.
    Keywords: productivity; symptom versus problem; SVP; frazelle model; anylogic software; warehouse; sustainability.
    DOI: 10.1504/IJPQM.2022.10046115
     
  • Management accounting system and managerial performance in an emerging market: a mediation-moderation model   Order a copy of this article
    by Malik Abu Afifa 
    Abstract: This paper explores the relationship between management accounting systems (MAS) characteristics and managerial performance in the context of technology development and increasing competitive pressure in Vietnam. Based on quantitative analysis techniques with 272 questionnaires answered by middle managers, the study results provide many interesting things. Firstly, MAS characteristics (scope, timeliness and aggregation) are simultaneously influenced by environmental factors such as technology and competition based on contingency theory. Secondly, the characteristics of MAS (broad scope, timely and aggregated information) had a significant effect on managerial performance while integrated MAS is not. Further analysis shows that technology and competition have an indirect influence on managerial performance through the mediating role of MAS characteristics (broad scope and timeliness information). A rather interesting finding that the effect of MAS timeliness on managerial performance is only moderated by perceived environmental uncertainty. Finally, the study also provides some implications, limitations and recommendations for future research.
    Keywords: management accounting system; MAS; managerial performance; technology; competition; environmental uncertainty; contingency theory; Vietnam.
    DOI: 10.1504/IJPQM.2021.10046313
     
  • Using sustainability as a way to shape insurance industry: development of conceptual framework   Order a copy of this article
    by Nikhil Dogra 
    Abstract: The purpose of this study is to propose a holistic framework for sustainable insurance. We identified the key indicators that affect insurance sustainability followed by an investigation into the contextual relationships among them. Based on an in-depth review of literature and ranking by 93 experts, a total of nine key indicators of sustainable insurance were identified. Then, modified total interpretive structural modelling (m-TISM) was employed to investigate the inter-relationships amongst the identified sustainability indicators. The findings indicate that environmental concern and social sustainability are the key indicators with high driving power. This study is novel in its approach as it offers valuable insights for academicians and practitioners by proposing a holistic framework of sustainability.
    Keywords: nsurance industry; sustainability indicators; modified total interpretive structural modelling; m-TISM; environmental concern; MICMAC.
    DOI: 10.1504/IJPQM.2021.10046314
     
  • Window analysis and SBM for assessing efficiency of mixing processes in a pharmaceutical industry   Order a copy of this article
    by Abbas Al-Refaie 
    Abstract: This research integrates window analysis and slack-based model (SBM) in data envelopment analysis to assess the performance of three mixing machines (M1, M2 and M3) in a pharmaceutical industry during 2019. Applying the window analysis, the technical efficiency, pure technical efficiency, scale efficiency, and slack amounts were estimated from the inputs and outputs of same window of the three machines. Results revealed that the technical inefficiencies were due to the scale inefficiency of M1, both the scale and managerial inefficiencies of M2, and managerial inefficiency of M3. Further, the SBM was adopted to estimate the negative input and positive output slacks, which revealed significant reductions in the idle time and scrap amounts are required to enhance efficiencies of the three machines. In conclusion, the proposed procedure for efficiency assessment may provide valuable feedback to managers on how to improve efficiency scores of the three mixing machines, efficiently plan and utilise resources, and boost desired outputs
    Keywords: slack-based model; technical; pure-technical; efficiency; window analysis.
    DOI: 10.1504/IJPQM.2021.10046405
     
  • The application of quality control circle to improve the PQCDSM quality parameters: a case study   Order a copy of this article
    by Ankesh Mittal 
    Abstract: The purpose of this study is to demonstrate the possible use of implementation of the quality improvement tool and processes to the management of an Indian manufacturing organisation. A conceptual case study research design methodology has been used in this research paper. The present study gives a step-by-step description of the implementation of the quality circles right from the introduction to successful implementation. This study also demonstrates the utilisation of seven quality control tools in line with the steps of the plan-do-check-act cycle. The company implemented quality control circle initiatives to improve the no-load noise rejection rate of compressors and as a result compressibility with new grade card material has been reduced by 50%, inspection time also reduced by 50%, and no-load rework reduced from 16% to 2% within five months. The novelty of this study is that the difficulties were conferred by the employees who were directly tackled with them and who completely were advanced with the moral influence to resolve them.
    Keywords: quality control circles; continuous improvement; seven QC tools; case study.
    DOI: 10.1504/IJPQM.2021.10046409
     
  • Improvement of overall equipment effectiveness for manufacturing of ductile iron casting: a case study   Order a copy of this article
    by Pravin Jadhav 
    Abstract: A case study is taken in ductile iron sand casting foundry to implement various methods to improve manufacturing performance and calculate overall equipment effectiveness (OEE). The OEE is improved in foundry and machine shop for a flange by modification in casting and total productive maintenance (TPM) implementation. Various defects like shrinkage, sand and mould crack are observed in the casting. Among that, shrinkage (46.76%) has maximum contribution towards the rejection of the flange. The new system is developed and calculated OEE of the foundry and machine shop. OEE in the foundry is improved from 72.01% to 77.67%. The relative improvement in OEE is about 7.86% in the foundry. After implementing TPM, 5S in the machine shop, it is observed that machine OEE has been increased from 60.46% to 64.63%, and the relative improvement is about 6.90%.
    Keywords: overall equipment effectiveness; OEE; availability; performance; quality; ductile iron casting; total productive maintenance; TPM; foundry; machine shop; casting; shrinkage.
    DOI: 10.1504/IJPQM.2021.10046410
     
  • Determinants for labour productivity improvement in hotel service: empirical evidence from Vietnam   Order a copy of this article
    by Huy Khanh Nguyen 
    Abstract: Labour productivity improvement is often regarded as the major driver for business development, especially in emerging economies. This paper presents the results of an empirical study to investigate the determinants for labour productivity improvement in hotel service in Vietnam. Statistical techniques such as ANOVA, regression and path analysis are applied to analyse data gathered from 122 hotels in Da Nang a tourism-based city of Vietnam through a questionnaire survey. The analytical results indicate the important roles of both external and internal factors for hotel labour productivity improvement in hotel service in Vietnam. Such factors as the availability of labour force, labour quality, leadership style, management practices, technology application, and capital allocation are found as the critical determinants for labour productivity improvement in hotel service in Vietnam. The analytical results suggest several solutions to hotel managers and local government for labour productivity improvements by enhancing business environment together with focusing on different internal perspectives such as technology application and capital allocation.
    Keywords: labour productivity improvement; hotel service; Vietnam; empirical study.
    DOI: 10.1504/IJPQM.2021.10046411
     
  • Evaluation of airline catering supply chain practice effectiveness using fuzzy logic   Order a copy of this article
    by Dhaarsan Rajaratnam 
    Abstract: Many organisations have realised significant benefits after implementing best supply chain practices and there are important lessons to be learnt across industry sectors, including in the airline catering industry. The airline catering industry is facing intense pressure to improve its service performance. An appropriate evaluation of supply chain practices will help in implementing effective practices to strengthen competitive position. This paper presents a conceptual model and methodology for assessing the effectiveness of supply chain practices in the airline catering industry, using fuzzy logic. The model is developed primarily from performance attributes, practice categories and supply chain practices specified in the SCOR framework. A supply chain practice effectiveness index is computed using the model, which reflects the current practice status of an airline catering supply chain. The model is illustrated using a case study. The methodology also helps in identifying weak performing practices. Areas of future work are suggested.
    Keywords: supply chain practice; practice effectiveness; SCOR; fuzzy logic; airline catering supply chain.
    DOI: 10.1504/IJPQM.2021.10046412
     
  • The impact of fasting on workplace productivity and wellbeing: a review of fasting in Ramadan   Order a copy of this article
    by Wael Sharafeddine 
    Abstract: The research aims to explore the impact of fasting on employee productivity during the Holy month of Ramadan. Around the globe, millions of Muslims observe this month by fasting for up to thirty consecutive days. Thus, this research will shed the light on ways to improve workplace conditions to promote optimal results for all stakeholders involved. It also gives researchers insight on the efficacy of different organisational practices and policies. The paper focuses on three main elements productivity, emotional wellbeing, and employee preferences. A survey was administered to employees from various industries in Kuwait (N = 201) who were working while fasting. The majority reported that their overall wellbeing was not negative while fasting and that they were satisfied with their current organisational policies. Also, even though fasting affected their concentration at work, they did not feel that they conducted more mistakes and also did not feel that reducing the number of working days/hours would improve their productivity. With almost 90% of respondents reporting that they regularly fast during Ramadan, it is important for policy makers worldwide to take these observations into consideration.
    Keywords: Ramadan; fasting; cultural diversity; productivity; wellbeing.
    DOI: 10.1504/IJPQM.2021.10046413
     
  • Customer acceptance of smart grid technology: a bibliometric literature review   Order a copy of this article
    by Archana 
    Abstract: As a part of technology acceptance studies, customer acceptance of smart grid technology is important for its successful implementation. The worldwide implementation of smart grid technology has increased the attention of researchers in this realm. However, a thorough bibliometric analysis of customer acceptance for smart grid technology has not been carried out so far. Hence to address this gap, the present work aims to provide the current scenario of research pertaining to the customer acceptance of smart grid technology. The bibliometric data from the year 2012 to 30 May 2021 was extracted from the Scopus database. Bibliometric analysis and network analysis were applied to obtain the research trends, contributing authors and nations working in the domain of customer acceptance of smart grid technology. Also, topic modelling technique was applied in the selected literature which eventually extracted six different topics. Further, the extracted topics led us to develop a conceptual framework for customer acceptance of smart grid technology. The framework will help the practitioners, policymakers and the government to formulate long term strategies for the successful adoption of smart grid technology.
    Keywords: smart grid; bibliometric analysis; technology acceptance; latent dirichlet allocation; sustainability.
    DOI: 10.1504/IJPQM.2021.10046414
     
  • Improving productivity in SMEs by the implementation of Six Sigma: human resource management implications   Order a copy of this article
    by Franca Cantoni 
    Abstract: This paper analyses the implications that Six Sigma can induce in the management of human resources and in the quality of work organisation in SMEs, a field of investigation not yet adequately explored by the scientific literature. The case of two SMEs (a manufacturing and a service company) engaged in different phases of Six Sigma application and operating in different industries is reported. After initial reluctance and resistance, Six Sigma stimulated the creation of a culture of continuous HR motivation and accretion.
    Keywords: Six Sigma; data culture; DMAIC; change management; quality management; motivation; decision-making; HR.
    DOI: 10.1504/IJPQM.2021.10046415
     
  • Development of a hierarchical model for significant barriers in grinding technology using an integrated AHP-TISM approach   Order a copy of this article
    by Kamal Kishore 
    Abstract: Presently, manufacturing industries is facing acute global competition based on technological advancement and resource availability. Therefore, it is essential to unearth barriers and enablers that hinder and promote the unexplored potential of the grinding technology. Grinding is always a high stake process where even a minute error can convert a product into a scrap. Based on the extant literature and experts opinion, the present work initially identified eight barriers related to the grinding process. Further, using analytic hierarchy process, six significant barriers have been selected out of the earlier identified eight barriers. Additionally, the total interpretive structural modelling (TISM) based model incorporating the six key barriers has been developed that explains the relationship between these selected barriers, which essentially hinder the usage of the true potential of the grinding process. The developed TISM model indicates that conventional technology in the grinding industry primarily affects the cost of the manufactured products
    Keywords: grinding; sustainable grinding; analytic hierarchy process; AHP; total interpretive structural modelling; TISM; barriers.
    DOI: 10.1504/IJPQM.2021.10046416
     
  • Factors affecting the skills and overall career development: an empirical analysis among the employees of banking sector   Order a copy of this article
    by Manuja Garg 
    Abstract: Training and development are the most vital component of any organisation to build efficient and skilled manpower. The training program aims to give the knowledge, instructions, needful skills and instructions to the existing and new employees to perform the particular job. Therefore, this article analyses the various demographic variables related to the employees of the banking sector and their impact has been studied on the various extracted components like internal motivation, training objective and overall career development. It has been found that variables like the age group of the employees and the number of training programs attended by the bank employees have a significant impact on one of the three extracted components.
    Keywords: training and development; T&D; career development; ANOVA; principal component analysis.
    DOI: 10.1504/IJPQM.2021.10046423
     
  • Consequences of COVID-19 on Vietnamese extractive industry: empirical evidence   Order a copy of this article
    by Malik Abu Afifa 
    Abstract: This research aims to investigate the change of corporate performance of extractive listed corporates in Vietnam, and to test theories on the capital structure by considering the influence of COVID-19 pandemic. Our sample comprises Vietnamese extractive corporates listed on HOSE, HNX and Upcom. Using GMM estimation method, the findings demonstrate that there is a negative and substantial influence of leverage on discretionary and non-discretional performance, which suitable for trade-off theory and pecking-order theory. However, COVID-19 pandemic does not seriously impact the extractive corporate performance. Additionally, Vietnamese extractive corporates tend to use earnings management to reduce the influence of COVID-19 pandemic.
    Keywords: firm performance; COVID-19 pandemic; Vietnam; extractive industry; trade-off theory; pecking-order theory.
    DOI: 10.1504/IJPQM.2021.10046424
     
  • Bridging credit risk using comprehensive credit analysis: evidence from Palestinian banking sector   Order a copy of this article
    by Lina Yousef Mahmoud Jardaneh 
    Abstract: This paper investigates the adoption of the credit analysis techniques that bridges credit risk and provides live evidence on the reality of the Palestinian banks. However, in order to achieve its aims, the study adopted the quantitative approach. It also achieved the required data by designing a questionnaire that targets respondents working at seven banks that work in the Palestinian territories in the West Bank. Out of (248) distributed questionnaire forms, we received (189) completed forms. The findings show that the Palestinian banks follow all the instruments of credit risk analysis and adhere to them to reduce credit risk. This step contributes in creating a strong credit Palestinian banking sector. One of the reasons for this is that Palestine Monetary Authority imposed strict rules and regulations, which the banks follow and adhere to. These results are considered to be positive and of great importance in providing the Palestinian banks with an opportunity to grant credit expansion; and to participate in financing investment development and long term infrastructure projects, as a substitute to financing consumer retail products and short terms loans
    Keywords: credit risk; comprehensive credit analysis; Palestine monetary authority; PMA; Palestine exchange.
    DOI: 10.1504/IJPQM.2021.10046425
     
  • The impact of fasting on workplace productivity and wellbeing: A review of fasting in Ramadan   Order a copy of this article
    by Wael Sharafeddine, Randa Diab-Bahman, Abrar Al Enzi 
    Abstract: The research aims to explore the impact of fasting on employee productivity during the Holy month of Ramadan. Around the globe, millions of Muslims observe this month by fasting for up to thirty consecutive days. Thus, this research will shed the light on ways to improve workplace conditions to promote optimal results for all stakeholders involved. It also gives researchers insight on the efficacy of different organisational practices and policies. The paper focuses on three main elements
    Keywords: Ramadan; fasting; cultural diversity; productivity; wellbeing.
    DOI: 10.1504/IJPQM.2022.10046593
     
  • The Micro-Foundations of Sustainable Entrepreneurship: the Role of Individuals’ Pro-Social Identity and organizational pro-social identity   Order a copy of this article
    by ASGHAR AFSHAR JAHANSHAHI, Amitab Bhattacharjee, Mohammad Rashed Hasan Polas 
    Abstract: The purpose of this study is to examine the effect of personal pro-social identity and organisational pro-social identity on sustainability-oriented entrepreneurial intention through the use of identity theory. Sustainability-oriented entrepreneurs are those who are able to identify and seize opportunities at the root of environmental dilemma. In order to identify who has more intention of becoming sustainability-oriented entrepreneurs, we investigated the direct effect of individuals’ pro-social identity (personal pro-social identity and organisational pro-social identity) regarding their intention of becoming sustainability-oriented entrepreneurs. Furthermore, we tested the indirect effect of individual identities on sustainability-oriented entrepreneurial intentions by mediating the role of public service motivation. Survey data from 235 Bangladeshi students, who received entrepreneurship training, indicates that individuals with a personal pro-social identity are more likely to translate positive desirability into sustainability-oriented entrepreneurial intentions. Furthermore, public service motivation is underlying mechanism for explaining the association between personal pro-social identity and sustainability-oriented entrepreneurial intentions.
    Keywords: pro-social identity; sustainability; entrepreneurial intention; survey; Bangladesh.
    DOI: 10.1504/IJPQM.2021.10046607
     
  • DETERMINANTS FOR LABOR PRODUCTIVITY IMPROVEMENT IN HOTEL SERVICE: EMPIRICAL EVIDENCE FROM VIETNAM   Order a copy of this article
    by Huy Nguyen, Chi Phan 
    Abstract: Labour productivity improvement is often regarded as the major driver for business development, especially in emerging economies. This paper presents the results of an empirical study to investigate the determinants for labour productivity improvement in hotel service in Vietnam. Statistical techniques such as ANOVA, regression and path analysis are applied to analyse data gathered from 122 hotels in Da Nang
    Keywords: labour productivity improvement; hotel service; Vietnam; empirical study.
    DOI: 10.1504/IJPQM.2022.10046621
     
  • Improvement of Overall Equipment Effectiveness for manufacturing of Ductile Iron Casting: a case study   Order a copy of this article
    by Pravin Jadhav, Sharadchandra Patil, Satyajit Ingawale, Aditi Aljapurkar 
    Abstract: A case study is taken in ductile iron sand casting foundry to implement various methods to improve manufacturing performance and calculate overall equipment effectiveness (OEE). The OEE is improved in foundry and machine shop for a flange by modification in casting and total productive maintenance (TPM) implementation. Various defects like shrinkage, sand and mould crack are observed in the casting. Among that, shrinkage (46.76%) has maximum contribution towards the rejection of the flange. The new system is developed and calculated OEE of the foundry and machine shop. OEE in the foundry is improved from 72.01% to 77.67%. The relative improvement in OEE is about 7.86% in the foundry. After implementing TPM, 5S in the machine shop, it is observed that machine OEE has been increased from 60.46% to 64.63%, and the relative improvement is about 6.90%.
    Keywords: overall equipment effectiveness; OEE; availability; performance; quality; ductile iron casting; total productive maintenance.
    DOI: 10.1504/IJPQM.2022.10046624
     
  • The Application of Quality Control circle to improve the PQCDSM quality parameters: A case study   Order a copy of this article
    by ANKESH MITTAL, PARDEEP GUPTA, Vimal Kumar, Christopher Chun Ki Chan 
    Abstract: The purpose of this study is to demonstrate the possible use of implementation of the quality improvement tool and processes to the management of an Indian manufacturing organisation. A conceptual case study research design methodology has been used in this research paper. The present study gives a step-by-step description of the implementation of the quality circles right from the introduction to successful implementation. This study also demonstrates the utilisation of seven quality control tools in line with the steps of the plan-do-check-act cycle. The company implemented quality control circle initiatives to improve the no-load noise rejection rate of compressors and as a result compressibility with new grade card material has been reduced by 50%, inspection time also reduced by 50%, and no-load rework reduced from 16% to 2% within five months. The novelty of this study is that the difficulties were conferred by the employees who were directly tackled with them and who completely were advanced with the moral influence to resolve them.
    Keywords: quality control circles; continuous improvement; seven QC tools; case study.
    DOI: 10.1504/IJPQM.2021.10046628
     
  • Window analysis and SBM for assessing efficiency of mixing processes in a pharmaceutical industry   Order a copy of this article
    by Abbas Al-Refaie 
    Abstract: This research integrates window analysis and slack-based model (SBM) in data envelopment analysis to assess the performance of three mixing machines (M1, M2 and M3) in a pharmaceutical industry during 2019. Applying the window analysis, the technical efficiency, pure technical efficiency, scale efficiency, and slack amounts were estimated from the inputs and outputs of same window of the three machines. Results revealed that the technical inefficiencies were due to the scale inefficiency of M1, both the scale and managerial inefficiencies of M2, and managerial inefficiency of M3. Further, the SBM was adopted to estimate the negative input and positive output slacks, which revealed significant reductions in the idle time and scrap amounts are required to enhance efficiencies of the three machines. In conclusion, the proposed procedure for efficiency assessment may provide valuable feedback to managers on how to improve efficiency scores of the three mixing machines, efficiently plan and utilise resources, and boost desired outputs.
    Keywords: slack-based model; technical; pure-technical; efficiency; window analysis.
    DOI: 10.1504/IJPQM.2021.10046632
     
  • Presenting a multi-objective intelligent dynamic model of preventive maintenance using data mining   Order a copy of this article
    by Seyed Shahram Fatemi, Mehrdad Javadi, Amir Azizi, Esmael Najafi 
    Abstract: The aim of this paper is the design of an intelligent dynamic model of preventive maintenance using multi-objective optimisation and data mining, based on textile and clothing industry data, especially Borujerd textile factories. Based on the samples from the semi-annual data and reports of the textile and clothing industries during the years 2013 to 2018, the data sets of the present study were compiled to perform data mining calculations. Based on the information of the comparative diagram of changing the variables of the dynamic model and by changing the initial level of the rate of change of preventive maintenance, it was determined that dynamic growth rate of the variable of
    Keywords: maintenance; Vensim system dynamics environment; Clementine data mining environment; fuzzy artificial neural network.
    DOI: 10.1504/IJPQM.2021.10046653
     
  • Modeling the critical factors to control the warpage defect in a housing unit in a braking system using the analytic hierarchy process   Order a copy of this article
    by V. Sivabharathi, Roshni Pradhan, K. Mathiyazhagan, A. Senthil Kumar 
    Abstract: Warpage is one of the defects in the injection-moulded housing unit used in the hydraulic brake system. It is a dimensional distortion present in a moulded product after it is ejected from the mould at the end of the injection moulding process. To identify the critical factors from the literature review and discussion with experts which is responsible for the warpage defect of housing used in the hydraulic braking system. The analytic hierarchy process (AHP) is used to analyse and ranked the critical factors for warpage defect. The results indicate that, during the injection moulding process for the tactful handling of critical factors to reduce the warpage. Also, it is inferred that from the result, the pressure is the highest-ranked critical factors followed by geometry, temperature and time respectively. A total of 22 critical factors only were identified including literature review and by discussing with industrial experts.
    Keywords: warpage defect; critical factors; analytic hierarchy process; AHP; injection moulding; India.
    DOI: 10.1504/IJPQM.2023.10047107
     
  • Impact of efficient resource allocation on Economics of a Thermal Power Plant   Order a copy of this article
    by Sorabh Gupta 
    Abstract: The current study uses a dynamic programming approach to represent a difficult multi-stage decision problem of effective resource allocation to a complex thermal power plant and its effects on the plants economy. Lagranges multiplier is utilised to lessen the problems complexity. For efficient resource allocation to the concerned plant, a mathematical model (a recursive equation) has been constructed. The optimum allocation of resources (manpower and maintenance), followed by overall availability of the thermal power plant, is worked out using the availability values of various systems of concerned thermal plant and other required data available from the study already conducted. Break even points (BEPs) are determined for calculated levels of overall availability of said plant. Further, an economic analysis is also performed, which indicates that optimum overall availability is directly proportional to profit. The proposed approach will help the plant managers to reallocate the resources efficiently, taking timely maintenance decisions, and increase in the overall efficiency of the plant but it requires considerable computational efforts.
    Keywords: dynamic programming approach; multi-stage decision problem; efficient resource allocation; Lagrange’s multiplier; break even points; economic analysis.
    DOI: 10.1504/IJPQM.2023.10047134
     
  • Supply Chain Disruption at the U. S. Ports: An Assessment of Underpinnings Using the Fishbone Approach   Order a copy of this article
    by Ajay Aggarwal, Dinesh S. Dave, Varinder Sharma 
    Abstract: A unique supply chain disruption in the U.S created shortages resulting in inflated prices of products regularly sourced from foreign production locations despite their availability at pre-pandemic levels at the U. S. ports. This study uses the “Fishbone” or “cause and effect” diagram, a graphical tool developed by Ishikawa, to analyze the underlying reasons for this unique disruption. Our analysis reveals that this disruption emerged from the interaction of lingering effects of the COVID-19 pandemic and structural limitations of U.S. West Coast ports. Discussion of factors deemed responsible for the disruption is elucidated along with managerial implications and the study's limitations.
    Keywords: Supply Chain Disruption; Blockage at U. S. Ports; Effect of COVID-19; Infrastructure Challenge; and Application of Fishbone Approach.
    DOI: 10.1504/IJPQM.2022.10047179
     
  • Impact of endogenous demand on cost of quality in the automotive industry   Order a copy of this article
    by Klaus Emerschitz, Andreas Größler 
    Abstract: Despite a great deal of effort, companies in the automotive industry frequently fails to reduce their overall cost of quality. While the efficiency of quality inspections can be determined via static cost-benefit analysis in a system with exogenous demand, dynamic approaches are needed in production systems where customers respond to the quality delivered. In this paper, the differences between costs of quality under endogenous and exogenous demand assumptions are investigated. To investigate the impact of customer behaviour on the cost of quality, expert interviews were conducted and an established dynamic simulation model was extended. Based on the results, a financial threshold between the outlay of quality inspections and the level of quality delivered to the customer was identified. Strict quality inspections are not necessarily more efficient because the quality level does not improve linearly with the effort of the tests.
    Keywords: automotive industry; cost of quality; CoQ; endogenous demand; quality inspection quality management; system dynamics.
    DOI: 10.1504/IJPQM.2022.10047242
     
  • The Effect of Corporate Entrepreneurship on Firm Performance: Evidence from Lubricant Distributor Firms in Indonesia   Order a copy of this article
    by Indra Wahyudi, Arif Imam Suroso, Bustanul Arifin, Meika Syahbana Rusli, Rizal Syarief 
    Abstract: This study aims to analyse the effect of the direct and indirect relationship of corporate entrepreneurship, entrepreneurial orientation, and entrepreneurial leadership on firm performance. It is a quantitative study with data collected from 305 employees and owners of lubricant distributing companies used as respondents through a survey and analysed using the confirmatory analysis method with structural equation modelling (SEM). The process involved developing and testing a theoretical model of corporate entrepreneurship, entrepreneurial orientation, entrepreneurial leadership, and firm performance components. The results showed that corporate entrepreneurship and entrepreneurial leadership have a positive and direct effect on firm performance while entrepreneurial orientation does not. Meanwhile, an indirect relationship between entrepreneurial orientation and entrepreneurial leadership has a positive effect through corporate entrepreneurship. Therefore, a comprehensive study of the influence of corporate entrepreneurship in lubricant distributor firms in Indonesia is presented in this article.
    Keywords: corporate entrepreneurship; entrepreneurial orientation; entrepreneurial leadership; firm performance; lubricant business; Indonesia.
    DOI: 10.1504/IJPQM.2022.10047426
     
  • From Scientific Research to Industrial Application: A Lean Six Sigma System for Improving the Bill of Materials of the Packaging Process   Order a copy of this article
    by Georgios Chatzistelios, Evripidis P. Kechagias, Georgios A. Papadopoulos, Sotiris Gayalis 
    Abstract: In profit-making organisations like production industries, it is crucial to meet the customer needs while retaining a high profit to cost ratio and continuously improving their operations in order to survive. In this manner, lean philosophy and the Six Sigma approach are considered to be some of the most effective methods in order to achieve continuous improvement and avoid unnecessary expenses. Utilising those practices can lead to an improvement of the process execution and avoidance of errors and defects by determining their root cause, and developing and implementing solutions to correct those problems. Following this philosophy, this paper presents the implementation of the Lean Six Sigma approach via the DMAIC methodology for improving the bill of materials of the packaging process of a copper production company. The results show that the process was greatly improved and a plethora of errors and waste was eliminated.
    Keywords: lean; lean production; system; Six Sigma; DMAIC; packing; continuous improvement; process.
    DOI: 10.1504/IJPQM.2022.10047429
     
  • Indonesian and Malaysian Consumers’ Perspective towards COVID-19 Vaccine Products from China   Order a copy of this article
    by Sri Hartono, Mohamad Fazli Sabri, Dendi Anggi Gumilang, Rusitha Wijekoon 
    Abstract: Current study aimed to analyse the impact of country of origin on brand trust, perceived quality, and brand image directly and examined the influence of product brand image and perceived quality on brand trust. COVID-19 vaccine products from China were selected as the research object, and the current study was carried out in both Indonesia and Malaysia. Data were collected from 320 respondents from Indonesia (160) and Malaysia (160) who had experienced with COVID-19 vaccine products from China, and the analyses were carried out using Smart PLS-SEM. All the tested five hypotheses were accepted, and supported by the previous research. Based on the results, the country of origin of a product is the most important determinant of product utilisation suitably and is significantly determined by brand trust, brand image, and perceived quality. The results also showed that the benefits of the country of origin had a significant impact on consumer confidence in choosing a brand, especially in the use of the COVID-19 vaccine in the current pandemic era.
    Keywords: country of origin; brand image; brand trust; perceived quality; PLS-SEM; Indonesia; Malaysia; China.
    DOI: 10.1504/IJPQM.2022.10047430
     
  • An interpretive structural modelling approach to analyse the inhibitors of Lean Six-Sigma in small and medium enterprises of India.   Order a copy of this article
    by Tharun Thomas, P.G. Saleeshya 
    Abstract: This study investigates the interrelationships among the Lean Six Sigma (LSS) inhibitors of Indian SMEs. The 40 million small and medium enterprises (SMEs) in India employ 106 million people and contribute 36% of India’s manufacturing output. To ensure sustainable development of Indian SMEs, manufacturing organisations require continuous improvement strategies such as Lean, Six Sigma and innovations. However, SMEs face difficulties in implementing these continuous improvement strategies because of the prevailing growth inhibitors. The study attempts to systematically analyse these growth inhibitors and find their root causes. The growth inhibitors are identified based on an extensive review of the literature and subsequent consultation with industry experts. The inhibitors contextual relationships are developed, and root causes are identified using an integrated approach of interpretive structural modelling (ISM) and fuzzy matrix of cross-impact multiplication applied to classification approach (MICMAC).
    Keywords: Lean; Six Sigma; interpretive structural modelling; ISM; MICMAC; LSS inhibitors; LSS barriers; India; small and medium enterprises; SMEs.
    DOI: 10.1504/IJPQM.2022.10047503
     
  • QUALITY CIRCLES IMPLEMENTATION IN AN INDIAN SCIENTIFIC EQUIPMENTS MANUFACTURING COMPANY: A CASE STUDY   Order a copy of this article
    by Shaman Gupta, Pankaj Chandana 
    Abstract: This study focuses on the significance, use, and benefits of the quality circle, a group of employees of the working area doing similar work, and solving issues in a collaborative approach. With the examples of Indian organisations, this study has stated how this circle effectively develops business outcomes. The study’s methodology section has discussed that forming quality circles can result in a problem-solving concept. The brainstorming and cause-effect diagram tool is applied in the case study section, where the problems are identified, respectively. The solutions that need to be developed with the problem are also provided. The research’s future scope shows that the development of this process in the company will help develop the problem-solving technique. This problem-solving technique will help in increasing the management value of the company within the competitive market.
    Keywords: quality circle; employees; management; performance; focus; approach to the outcome; problem-solving; decision making; skill development.
    DOI: 10.1504/IJPQM.2022.10046741