Forthcoming articles

International Journal of Productivity and Quality Management

International Journal of Productivity and Quality Management (IJPQM)

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International Journal of Productivity and Quality Management (66 papers in press)

Regular Issues

  •   Free full-text access Open AccessLocal Brand Franchise Competition in the Disruption Era
    ( Free Full-text Access ) CC-BY-NC-ND
    by Nyoman Sri Subawa, Ni Wayan Widhiasthini, Ni Putu Intan Permatasari 
    Abstract: Local brand franchise business, particularly culinary, has been rapidly developed in this disruption era. This is in line with the society’s need for delicious but affordable culinary. There is a comprehensive relation-blend of cultural, business, and lifestyle responses. This research examined the factors affecting local brand franchises in the business competition in the disruption era. Using a descriptive qualitative method, the results indicated that local brand franchises are a part of economic disruption, because they create an entirely new market, providing high-quality products at lower prices. In this disruption era, local brand franchises are limited by binding agreements on franchising, courage in creativity and innovation, responsive to instant culture, adaptive to changes in consumer lifestyle, multi-level hegemony, and capitalism.
    Keywords: Disruption; Culinary Business; Franchise; Local Brands.

    by Jeng Feng Chin, Chin-Kok Koh, Shahrul Kamaruddin 
    Abstract: Short-run control charts are used in situations where limited or no data exist about the process, and conventional statistical process control (SPC) charts are considered ineffective for estimating parameters, such as control limits, because they cannot be established in most cases. This study presents a contemporary review on developing various short-run univariate quality control approaches. Considerable literature is systematically collected on the basis of content analysis. Techniques are differentiated on the basis of repetitive and non-repetitive processes. Subsequently, the principles, data sample collection, performance criteria, robustness and applications of quality control approaches are reviewed.
    Keywords: statistical process control; short-run; univariate; control chart.
    DOI: 10.1504/IJPQM.2020.10025095
  • Ripple effect of moral hazard: How do CSR misconducts impact firm performance in the dairy industry?   Order a copy of this article
    by Xiaohua Meng, Yunli Zhu, Meiling Zhong 
    Abstract: In this article we study how collective corporate social responsibility (CSR) misconduct affects the market performance of enterprises in the dairy industry. We do this by revisiting the melamine-tainted milk powder event in China. By comparing pre- and post-event retail data of three different types of infant milk powder manufacturers, as well as by analysing the cumulative abnormal returns (CARs) of those milk powder companies listed on stock markets, based on an event study approach, the ripple effect of China's melamine incident as an exogenous shock was investigated. The results show that industrial CSR misconduct has a suppression effect on the enterprises involved, overlapping suppression and spillover effects on domestic enterprises that were not involved, as well as spillover effects for foreign peers. Lessons from the melamine contamination incident and its policy implications should be valuable in promoting the CSR level and sustainability of other similar fast-growing industries in developing countries.
    Keywords: corporate social responsibility; food safety; ripple effect; industrial sustainability; melamine incident.
    DOI: 10.1504/IJPQM.2019.10025096
  • Information technology drivers of supply chain agility: Implications for market performance   Order a copy of this article
    by Ayman Abdallah, Haya Fawzi Ayoub 
    Abstract: The purpose of this study is to identify information technology (IT) drivers of supply chain agility (SCA) and examine their effects on the implementation levels of agile supply chains (SCs). It also explores the effect of SCA on market performance (MP). The study analyses survey data collected from 274 manufacturing companies from different industry types in Jordan. These types included machinery and hardware, electrical and electronics, rubber and plastic, chemical, food, textiles and others. Validity and reliability analyses were performed using IBM SPSS Statistics and Amos, and the research hypotheses were tested using structural equation modelling (SEM). The results reveal that all IT drivers, namely, enterprise resource planning (ERP), radio frequency identification (RFID), cloud computing (CC) and Web 2.0 positively and significantly affect SCA. In addition, SCA proves to be positively and significantly related to MP.
    Keywords: Supply chain agility; Enterprise resource planning; Radio frequency identification; Cloud computing; Web 2.0; Market performance.
    DOI: 10.1504/IJPQM.2020.10025097
  • Firefly Enabled Agility Assessment in Manufacturing Systems   Order a copy of this article
    Abstract: The manufacturing processes have now evolved from dinosaur type of enterprise to lizard type known as agile manufacturing. Agility can be enhanced with some trivial change in firm's processes. In this study, an effort has been made to obtain the agility index of two different firms with their currently implemented agile enablers'. The two industries were identified based on the demand pattern, i.e., seasonal and volatile demand. The methodology of AHP is used to obtain effectiveness of the agile enablers’. These effectiveness values are given as input to the FA to obtain the agility index in terms of 'response time’ between market and industry. Based on the results, the firms' can focus on the enabler with least response time to improve business performance through appropriate strategies. The response time of fashion firm is less than that of core-manufacturing firm. Hence fashion firms are more agile than core firms.
    Keywords: Agile manufacturing; Manufacturing systems; Analytic Hierarchy Process; Firefly Algorithm.
    DOI: 10.1504/IJPQM.2020.10025375
  • Evaluating the influence of individuals’ personality characteristics on the preference of choosing and buying goods with an emphasis on the moderating role of mental involvement   Order a copy of this article
    by Seyed Fathollah Amiri Aghdaie, Hamidreza Talaie, Paria Soltanpoor 
    Abstract: The present research evaluates the influence of individuals' personality characteristics on the preference of choosing and buying goods with an emphasis on the moderating role of mental involvement. The statistical population of this study is the customers of the Dillards chain store in Austin in the state of Texas in USA. Using the Schumacher and Lumax method, 256 people were selected as a statistical sample and a questionnaire was used to collect data. The collected data were analysed using SPSS and AMOS Software Version 24 with structural equation model. Based on the results, we can state that, among the personality characteristic of these customers, openness to experience, emotional stability, agreeableness and conscientiousness are the most effective ones to create mental involvement that indirectly lead to purchasing decision. Extraversion, agreeableness and conscientiousness also directly lead to consumer preferences.
    Keywords: Individual’s personality characteristic; Mental involvement; Preference in buying; Purchase decision.
    DOI: 10.1504/IJPQM.2020.10025393
  • Co-deployment of quality standards: A systematic literature review   Order a copy of this article
    by DAHAR Hind, Ounsa Roudies 
    Abstract: Within a competitive environment marked by strong technological evolution, organisations have to be compliant at the same time with several repositories, norms or standards relating to quality of their processes continuous improvement. Diversity of standards can lead to different issues such as heterogeneity, redundancy and also increasing costs for their implementation in terms of time, resource mobilisation and budget. To solve these problems, the idea is to establish an alignment approach that guarantees the high level of quality wished by using several standards simultaneously. This article is a systematic review of literature specific to methods of alignment of norms and quality standards. We raise the problems caused by lack of alignment, and review existing approaches and their results.
    Keywords: Standards mapping; Standards alignment; Standards harmonization; Multi-model; Quality standards; Quality insurance; ITIL; CMMI; PMBOK; ISO 9001.
    DOI: 10.1504/IJPQM.2020.10025394
    by Bjørn Willy Åmo, Lars Kolvereid 
    Abstract: The purpose of this study is to investigate the relationship between three central dimensions of quality in small accounting firms and firm performance. The three dimensions of quality investigated are: human resource (HR) quality, information technology (IT) quality and service quality. Firm performance is measured in two different ways: perceived performance and return on sales (ROS). We tested the hypotheses in a sample of 506 small Norwegian accounting firms. The results indicate that service quality relate positively to perceived performance and ROS. Human resource quality is positively related to perceived performance, but not ROS. IT quality is not related to perceived performance and negatively related to ROS. This study contributes to the literature by providing empirical evidence for a positive relationship between service quality and firm financial performance and has important implications for accounting firms and their clients.
    Keywords: Accounting firms Professional service firms Human resource quality IT quality Service quality Firm performance Signalling theory.
    DOI: 10.1504/IJPQM.2020.10025596
  • Evaluation of Quality cost in a multinational company located in Tangier, Morocco   Order a copy of this article
    by Mohamed B.E.N. ALI, Dina BAGHDADI MAZINI, Said Barijal, Insaf GHAILANI 
    Abstract: This study aims to evaluate the cost of obtaining quality (CoQ) of a multinational company in Tangier specialised in wiring. It also tries to identify the measures that can reduce the cost of non-quality and improve productivity time and there by improve competitiveness. According to our study, the CoQ represents 14.5% of the turnover including 10.4% of non-quality (internal and external failures). An analytical study was carried out concerning the quantification of all the components constituting the internal anomaly. It showed that machine stops have a significant effect on the increase of internal failures. To detect the main causes of non-performance, DMAIC, SMED and AMDEC approaches were used to decrease non-productivity time. This allowed the company to gain 41.3 days/year relative to each machine, which contributed to increase productive time and to generate an annual financial profit of 361370.24 euros (as a reduction of the non-quality cost of 6.36%).
    Keywords: COQ; Performance; DMAIC; Poor quality; AMDEC; SMED; Time of productivity.
    DOI: 10.1504/IJPQM.2020.10025597
  • Diagnosis Framework for Quality Management System in Blood Banks: a Brazilian Case Study.   Order a copy of this article
    by Vinícius Lemos, Vitor Bernardo, Ana Honda, Mateus Gerolamo, Cesar J.C. M. Costa, Andrew M. Bacelar, Leonardo P. Ruli, Matheus S. Dall\\'Agnol 
    Abstract: Healthcare organisations face many challenges regarding market competitiveness, client expectations and regulatory demands. Quality management systems (QMS) have emerged as effective support tools for managers and the demand for ISO certification has increased. However, the process of diagnosing the QMS before certification is often complex, time-consuming and expensive. This article proposes a framework for QMS evaluation consisting of a diagnostic tool for blood banks. The methodology combines a set of international quality standards, change management principles and process mapping tools. It can be applied through internal audits, thus it is useful for organisations that seek relevant certification to define the next steps to be taken for improvement. A case study in a Brazilian blood bank illustrates the results of the framework. The pilot of the diagnostic tool was successful in identifying gaps that required further development by presenting maturity levels for each requirement of the international standards.
    Keywords: Diagnosis framework; QMS; quality management system; quality diagnostic; blood banks; ISO 9001:2015; Brazil case study.
    DOI: 10.1504/IJPQM.2020.10025815
  • Value stream mapping implementation: An Operational View   Order a copy of this article
    by Changiz Valmohammadi, Ali-Asghar Dadashnejad 
    Abstract: Value stream mapping (VSM) is an important tool which identifies and reduces errors and losses, and enhance product quality which could lead to empowered production unit and the reduction of production cost in a lean production (LP) environment. The main purpose of this study is to investigate the operational principles of lean approach using proposed processes for VSM implementation, and through extracting the required information of VSM, and using related methods and techniques. Based on a case study in a manufacturing firm and using VSM technique, the operational processes and the specific steps which cause loss in production process were identified and removed using Kaizen approach. The obtained results show increased value added in final product, improved production process, reduced lead time and improved value creating time, which are shown in the future VSM. Using principles of VSM and following a Kaizen approach, helped the authors to identify loss points, and make right decisions to choose the best methods and lean tools for improvement. The surveyed company can avail the proposed method and future VSM towards analysing its current processes and making the necessary changes toward decreasing production cost and enhanced product quality which could lead to increased customer satisfaction.
    Keywords: Lean Production (LP); Value stream mapping (VSM); Operations Management; Lean Methods; Manufacturing organizations; Iran.
    DOI: 10.1504/IJPQM.2020.10025821
  • Studying the conformity level of customer needs and organization perception using a customer satisfaction index   Order a copy of this article
    by Arash Shahin, Namatolah Mohseni, Ahmad Reza Shakarchizadeh 
    Abstract: The aim of this study is to identify the conformity level between decision-makers' perception of customer needs and indicators of satisfying customers. For this purpose, the marketing and sales department of Esfahan Steel Company (ESCO) was selected for case study. The statistical population of this study included clients and decision makers. Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) was used for data analysis. Main findings revealed that decision makers do not properly understand clients' demands and expectations; and the actions have been taken based on imaginations rather than realities arising from customers' expectations. Furthermore, there is no suitable process through which the customer priorities influence organization's strategies. Customers' expectations were ranked and the results were taken for proposing priorities in developing suitable strategies and plans for continuous improvement.
    Keywords: Multi Criteria Decision Making; Customer satisfaction index; Customer satisfaction result analysis; TOPSIS; Strategy.
    DOI: 10.1504/IJPQM.2020.10026400
  • Effort estimation of Web based projects: A systematic Review   Order a copy of this article
    by Dhiraj Kumar Goswami, Saurabh Bilgaiyan, Samaresh Mishra 
    Abstract: Lately, the importance of effort estimation of web-based projects has increased. Due to the web project's dynamic changes, it becomes more difficult to use a particular estimating method. According to The CHAOS Report1994, only about 16.2% of the web projects are successfully developed in a given budget and time. In the first half of this study, we have provided a systematic analysis of the effort estimation of web-based projects. This would be useful for users to gain more knowledge on effort estimation in web-based projects since very few research works have been carried out in this field. Nowadays, web projects are more complex and data-centric. So, the inclusion of the database in the estimation process becomes necessary. Secondly, we proposed an estimation model, where the database is taken into consideration for its effort estimation. The result that we found after utilising the model gave more accurate effort estimation.
    Keywords: Software project management (SPM); Software Project Scheduling Problem (SPSP); Resource-Constrained Project Scheduling Problem (RCPSP); Expert Judgement Techniques (EJT); Delphi Technique (DT); etc.
    DOI: 10.1504/IJPQM.2020.10028389
  • Strategic Planning of Optimizing Productivity: a   Order a copy of this article
    by Supriyo Roy, Kaushik Kumar, Biswajit Satpathy 
    Abstract: Fierce competition led manufacturing firms striving towards operational excellence by quality products. Improving efficiency of production line is widely acknowledged in order to reduce downtime rates by meeting higher levels of market demand. Since last decade, cement industry, which is lifeline of Indian economy, is facing numerous challenges of productivity issues; lacking integration of quality aspects within business functions aligned with technology innovation. In this juncture, dire need for the managers is to adopt quality initiatives like lean philosophy in line of improving productivity. Here, attempt has been made how to strategise leaning in line of addressing pre and post implementation of 5S and lean quality policy in an Indian cement firm. Contribution of this study may direct the decision makers in line of flexibility that lean philosophy with 5S is the proposed solution in future by which not only waste can be minimised but also productivity can be improved.
    Keywords: Strategic Planning; Productivity; Lean Philosophy; 5S concepts; Flexible Manufacturing System; Supply Chain Management.
    DOI: 10.1504/IJPQM.2020.10028393
  • Enhancing Performance through Total Quality Management in Pharmaceutical Manufacturing Industry of Pakistan   Order a copy of this article
    by Suhaiza Zailani, Arsalan Najami, Waqar Ahmed, Shahab Uddin 
    Abstract: The study is focused on the evaluation of Total Quality Management (TQM) in the pharmaceutical companies of Pakistan and the effect that it produces. After thorough literature review, seven hypotheses were postulated comprising of nine variables encompassing TQM elements. A survey-based quantitative approach was utilized in which primary data was collected through self-administered questionnaires. Out of 350 questionnaires circulated, 301 responses were received that were used for the data analysis. The collected data was analyzed using PLS-SEM and results were statistically evaluated. The investigation concluded that quality culture creates a chain effect that greatly improves performance of a company. It was also concluded that the proposed hypotheses are positively supported and that the implementation of TQM elements bring about positive changes in the overall performance of the pharmaceutical industry of Pakistan.
    Keywords: Total quality management; pharmaceutical companies; performance; SEM-PLS; Pakistan.
    DOI: 10.1504/IJPQM.2020.10028603
  • The mediating role of customer satisfaction and its effect on service quality-customer loyalty link   Order a copy of this article
    by Mohd Sadiq, Mohd Adil 
    Abstract: This study aims at analyzing consumer perceptions towards service quality and its interrelationships with customer satisfaction and loyalty in two culturally, historically and traditionally different nations i.e. Indian and Malaysia. Through a structured questionnaire, a total of 293 and 287 responses were retrieved from active bank account holders from national capital of India and Malaysia, respectively. The inter-consistency test of the scale, and research model was empirically tested through multiple regression technique. Findings indicate that Malaysian customers are more loyal to their preferred banks than their counterparts. This research highlights key findings and meaningful insight to bank managers within cross cultural context. Culturally appropriate service design and appropriate marketing strategies can enhance overall service quality and satisfaction which further result in enhanced customer loyalty.
    Keywords: Service quality; Satisfaction; Loyalty; Bank; Cross-cultural; Malaysia; India.
    DOI: 10.1504/IJPQM.2019.10028632
  • TOTAL QUALITY MANAGEMENT AND ITS EFFECTS ON ORGANISATIONAL PERFORMANCE (A study of PZ Cussons Plc. Lagos, Nigeria).   Order a copy of this article
    by Jane C. Kalu*, James N. Obi, Jane A. Ekeagbara, Titilope Odejobi, James E. Obiri, Anuoluwapo Oloruntoba, Adeola Kolawole, Bidemi C. Beckley 
    Abstract: This study concentrated predominantly on the effects of Total Quality Management (TQM) practices on the performance of organisation. This concept has been projected to advance a firms performance and has acquired substantial attention in contemporary researches. The study sought to survey how the commitment of top management can improve total quality practices in the organisation, how continuous improvement of processes and products can boost productivity and to ascertain the link between employee training and the creation of quality products and services. it was revealed that top management commitment have an effect on total quality management practices, continuous improvements of functional areas in the organisation have an effect on productivity, and there is a significant relationship between employee training and development and product quality. Finally, it was concluded that, for organisations to survive in the present competitive world, total quality management practices is the most enduring strategy to adopt. The study therefore recommends that modern organisations should make the adoption of TQM practices a priority in view of its positive contribution to organisational performance.
    Keywords: Management; organisational performance; strategy; total quality; competitive advantage.
    DOI: 10.1504/IJPQM.2020.10028676
  • Measuring Business Process Maturity: Is Hammer Model Validated in Practice?   Order a copy of this article
    by Shiva Mohammadi, Nasser Motahari Farimani, Mohammad Mahdi Farahi 
    Abstract: Considering the ever-growing use of Hammer model as a prominent process maturity model, it’s the necessity to validate it by quantitative methods. In the case study, A statistical sample of 82 processes and 383 sub-processes was prepared by data triangulation (including survey, analysis of organisational documents and interview). Data analysed by confirmatory factor analysis. The data confirmed the Hamer's theoretical model as a suitable tool for measuring the maturity of processes. For the case study, The design of the process was the most effective factor and the maturity of processes was slightly higher than the average at 95% confidence level.
    Keywords: business process management; confirmatory factor analysis; Hammer model; maturity of organization; maturity of processes; process maturity assessment function.
    DOI: 10.1504/IJPQM.2019.10032098
  • Emergence of ISO 9001:2015 standard and its linkage with world class manufacturing strategies   Order a copy of this article
    by M. Santhose, V. Senthil, S.R. Devadasan, K. Balakrishnan 
    Abstract: Right from the days of their release, ISO 9000 series standards-based quality management system (QMS) has been implemented in large number of organisations. Whenever revisions were made, organisations tuned their QMS to adhere to the respective revised version of ISO 9000 series standards. This kind of need has arisen now due to the release of ISO 9001:2015 standard. In the context of observing this need, the survey reported in this paper was carried out with the objective of exploring the nuances of ISO 9001:2015 standard and its implementation trend in organisations. The results of this survey have indicated that the organisations are now slowly turning their QMS to adhere to the stipulations of ISO 9001:2015 standard. Further, in this article, the need of integrating total productive maintenance (TPM) with the ISO 9001:2015 standard-based QMS is pointed out. This article is concluded by claiming that such integration and its implementation will enable the modern organisations to attain world class manufacturing goals.
    Keywords: Quality management system; ISO 9001:2015 standard; world class manufacturing strategies; knowledge management; SIPOC; PDCA; Total productive maintenance.
    DOI: 10.1504/IJPQM.2019.10028684
  • Measuring Efficiency and Effectiveness of Workers’ Performance and Information Flow System in Technical Universities in Ghana   Order a copy of this article
    by Ruth Appiah, Liu Shizhu, Fang Moping, Emmanuel Ayamba Caesar 
    Abstract: This study observes the relationship between effective information flow system and worker’s performance in the Technical Universities in Ghana. DEA was adapted for this study because it maximizes the output measure of the various DMU without making any assumptions on the form of inputs to output. DEA has the capability of modelling model multi-input and multioutput relationships without a priori underlying functional form and thus has been used in various fields of operation. Data from the 10 technical universities in Ghana was used covering the period between 2013 and 2017. The findings indicated that these institutions, ATU, KuTU and KTU came out with the best overall efficiency score which means they had the best scores and are blending their inputs and output variables rightly.
    Keywords: Information flow system; Worker’s performance; Efficiency; Effectiveness; Technical Universities.
    DOI: 10.1504/IJPQM.2020.10028950
  • An investigation into the impact of employee empowerment on organizational commitment: The case of Zajil International Telecom Company of Jordan   Order a copy of this article
    by Abdul Azeez Alnidawi  
    Abstract: The aim of this study is investigating the impact of the main dimensions of employee empowerment (power, knowledge, self-determination and work-impact) on the basic types of organisational commitment (affective, normative and continuance) at Zajil International Telecom Company of Jordan. A sample of 220 employees (the whole technical and managerial staff) was withdrawn from a total population of 300 employees working at the Zajil International Telecom Company. A six-part questionnaire was developed, academically refereed, modified and then distributed. 217 questionnaires were correctly filled in and returned, that were later used for conducting validity, regression and correlation statistical testing using SPSS package. The main results of this study have plainly indicated that employee empowerment in terms of (power, knowledge, self-determination and work-impact) has a significant positive impact on the key types of organisational commitment (affective, continuance and normative). This result represents the originality of this study. It would be reasonable to state that the main objective of this study (determining to what extent that the employees job title and nationality moderated the impact of employee empowerment on organisational commitment at Zajil International Telecom Company) was attained.
    Keywords: Key Words: Employee Empowerment; Power; Knowledge; Self-determination; Work-impact; Organizational Commitment; Affective; Continuance & Normative.
    DOI: 10.1504/IJPQM.2020.10028953
  • Productivity Growth in Indian Telecommunications Equipment Industry   Order a copy of this article
    by Dipayan Datta Chaudhuri, Aashish Yadav 
    Abstract: This study has analysed whether the high growth rate in telecommunications service sector has a favourable impact on productivity growth rates of the telecommunications equipment industry in India. In this study, the total and partial factor productivity growth rates are measured for the telecommunications equipment industry during 19992016. The translog index is used to estimate the total factor productivity (TFP) growth rate of this industry in a five input KLEMS framework. The period of study is divided into two sub-periods, i.e., 19992007 (sub-period I) and 20082016 (sub-period II). The annual growth rate of total factor productivity is estimated to be 3.56% in sub-period I and 2.22% in sub-period II. It has been observed that the growth rate of gross value added (GVA) has decelerated between two sub-periods as the industry has become more import-centric due to implementation of the information technology agreement.
    Keywords: India; telecommunications; trade liberalisation; TFP; total factor productivity; partial factor productivity; growth accounting approach; ITA; information technology agreement; translog index.
    DOI: 10.1504/IJPQM.2020.10028963
  • Waste Analysis Framework for Lean Production: Pilot Study in a Healthcare Setting   Order a copy of this article
    by Seyed-Hadi Mirghaderi, Zahra Akrami, Ali Naghi Mosleh Shirazi 
    Abstract: This paper utilises the constructive research approach for developing a systematic and step-by-step waste analysis framework. The purpose is to facilitate the implementation of lean operations in organisations. The suggested framework consists of seven steps: 1) finding the cause of wastes, 2) finding solutions, 3) diagramming the relationship among wastes, causes, and solutions, 4) estimating the cost of wastes, 5) determining the weight of wastes, 6) clustering wastes and 7) ranking waste clusters. By implementing the proposed framework in a hospital ward, which tends to be a lean healthcare system, we found that there are three clusters in 20 wastes. Then, we ranked the clusters concerning the cost and importance of the wastes. Real-world results confirmed that this method has the capability of providing a scientific way for the selection of a cluster of wastes with higher priority than others and subsequently, facilitating removal of the cluster.
    Keywords: Muda; Waste Analysis; Waste Elimination; Lean; Lean Production; Lean Healthcare; Lean Hospital; Waste Analysis Framework; Constructive Research Approach.
    DOI: 10.1504/IJPQM.2020.10029413
  • CMMS Software quality function deployment Based on Maintenance Objectives: A Framework for Software Selection Process   Order a copy of this article
    by Hadi Balouei Jamkhaneh, Reza Shahin, Arash Shahin, Mohammad Arab Yar Mohammadi 
    Abstract: This paper aims to propose a framework for identifying and prioritizing software features and CMMS success factors. In order to achieve this goal, we tried to identify customers and users’ requirements of this software using a two-stage QFD approach and suggest features and specifications for new products or services. The results of this study represent that the most important CMMS software features that can greatly influence the success of CMMS implementation are: Possibility to use in multiple locations, simplicity and being user friendly (the use of shareholders from the software menu), facilities for calculating external maintenance costs and automated reorder. In this research, a systematic structure is proposed to improve the process of choosing the right CMMS software and its development. The CMMS software requirements are tailored to the company's maintenance goals contributing positively to the value of organizational processes.
    Keywords: Maintenance Management; Key Success Factors; Computerized Maintenance Management System; Software Quality; Quality Function Deployment.
    DOI: 10.1504/IJPQM.2020.10029426
  • On Modeling the Determinants of Total Factor Productivity in the MENA Region: A Macro-Micro Firm-Level Evidence   Order a copy of this article
    by Chahir Zaki, Nesreen Seleem 
    Abstract: Using enterprise surveys for MENA countries, this paper estimates total factor productivity (TFP) and examines its determinants. Our contribution is twofold. First, we provide TFP estimates by country and sector for the MENA region and examine how TFP changes by export status, age, firm size, formal status and ownership. Second, we combine both micro (firm level) and macro (nation level) determinants of TFP. Our findings show that among micro determinants, owning a foreign certification is positively associated to TFP. Yet, macro determinants (trade policy and institutions turn to be more important than micro ones.
    Keywords: TFP; MENA; Macro-Micro Determinants; Frim-Level.
    DOI: 10.1504/IJPQM.2020.10029664
  • Exemplary airline service quality is the way forward to secure passenger confidence in air travel   Order a copy of this article
    by Jayaraman Krishnaswamy, Deepa M.V. 
    Abstract: Airline companies are faced with declining passenger confidence in the air transportation system’s reliability and service offerings. The purpose of this research is to understand the determinants of airline service quality that influences passenger confidence in air travel based on their perceptions of first choice Full-Service Carriers. The conceptualized research model assesses the influence of the possible determinants of airline service quality on passenger confidence in air travel. The cross-sectional questionnaire survey was conducted in four major international airports of Malaysia. Out of 201 respondents, 70.6% Malaysian nationals have expressed high passenger confidence which is a morale boost for Full-Service Carriers. The findings of the study show that facilities and timeliness were positively influencing the passenger confidence in air travel. Airline companies can focus on these factors to improve service quality and thereby boost passenger confidence in air travel.
    Keywords: Passenger Confidence; Safety & Security; Timeliness; Full-Service Carriers; Malaysia.
    DOI: 10.1504/IJPQM.2019.10029675
  • Developing a Model of Key Managerial Competencies Using Meta-synthesis Approach   Order a copy of this article
    by Nour Mohammad Yaghoubi, Milad Vafadar, Sajjad Balali Shahvari 
    Abstract: This study tended to develop a model for key managerial competencies by meta-synthesis Using meta-synthesis, 92 studies in the field of managerial competencies were reviewed; using content analysis, dimensions and relevant codes were extracted Importance and priority of codes were determined using Shannon entropy According to findings, the competencies identified in this model were categorized in three dimensions: individual (attitude and behavior), social (social consciousness and social skills), and professional (management, planning and knowledge) Findings also showed that effective communication, leadership, team building and teamwork, training and development of others, decision-making and problem-solving skills, adaptability and flexibility, confidence and creativity had the highest coefficients of importance; that is, they have been more closely studied and more repeatable than other codes in the field of managerial competencies Hence, it is very important to consider these codes in implementing managerial competency model. Finally, a model of key managerial competencies was developed through the research steps.
    Keywords: managerial competency; competency model; competency dimensions; competency development; meta-synthesis.
    DOI: 10.1504/IJPQM.2020.10029877
  • Value Engineering and Cost of Quality: An integrated Framework   Order a copy of this article
    by Noha Mostafa, Enas Abdallah, Mansour Abo Gamila, Hesham Elawady 
    Abstract: The technological and industrial development, and the aspiration of the customers to get products and services with high quality have led to an increase in the competition between industries and services organizations. The value of a product or a service can be improved through improving its function, quality and/ or minimizing its cost. Value Engineering (VE) and Cost of Quality (COQ) are powerful techniques for quality management and for reducing the unnecessary costs. Therefore, the aim of this paper is to propose a framework that facilitates VE methodology application by using one of the COQ models to improve product quality and process capability. This integrated framework improves the value of product or service by raising the level of quality while maintaining or reducing unnecessary costs. The paper investigates the importance of VE application, the factors influencing VE and the proposed integrated VE and COQ framework.
    Keywords: Value Engineering; Cost of quality; Framework; Job Plan; Quality Management; Quality Costs; Process Improvement.
    DOI: 10.1504/IJPQM.2020.10033177
  • Knowledge Integration Mediate the Influence of Quality Management Practice on Organizational Performance   Order a copy of this article
    by Sri Wartini, Wisnu Untoro, Joko Suyono, Mugi Harsono 
    Abstract: The aim of this study was to examine the influence of quality management practices (QMPs) on organisational performance mediated by the role of knowledge integration, survey method of 205 leaders of universities in Semarang. We used Smart PLS Program to analyse data statistically. This result show that dimension leadership commitment and continuous improvement had a positive and significant effect on organisational performance and knowledge integration mediates the influence of continuous improvement and customer focus on organisational performance. We found that the basic model of leadership behaviour such as continuous improvements and customer focus on organisational performance proved to be mediated by knowledge integration. Limitedness result this research is differences object on this study resulted in differences in results from the previous studies. Other limitedness do not involved employees and students as the part of academics. Empirical examination to other quality management dimensions, involvement employees, and students contributes in improving organisational performance.
    Keywords: Knowledge Integration; Organizational Performance; Quality Management Practice.
    DOI: 10.1504/IJPQM.2020.10030156
  • Managing arrival variability in healthcare services: Case of an out-patient department   Order a copy of this article
    by PIYUSH GUPTA, Piyush Pranjal, Punam Prasad, AMIT SACHAN 
    Abstract: Similar to other services, healthcare is also experiencing an evolution of patients into sophisticated customers with high expectations from the service providers. This has led to the application of operations research tools such as discrete event simulation modeling in delivering improved healthcare services. The present study is conducted in an Obstetrics and Gynaecology out-patient department of a multi-specialty hospital. Process related data is collected from the department and is used to build a discrete event simulation model. Scenarios are developed considering strategies suggested in the literature to manage arrival variability, the most crucial form of customer-induced variability. Based on the results obtained, the most optimal solution is highlighted. This study shows that with recent research advancements in simulation modeling, scepticism towards methods adopted from other sectors can be reduced which is beneficial for both, the modern-day healthcare service provider and the patients.
    Keywords: Arrival variability; Healthcare services; Discrete event simulation modeling; Key performance indicators; Out-patient department.
    DOI: 10.1504/IJPQM.2020.10030466
  • Assessing the Ideology of Total Quality Management towards Hotel Sustainability Performance: Empirical Evidence using Structural Equation Modelling   Order a copy of this article
    by Kit Yeng Sin, Muhammad Shahar Jusoh, Abbas Mardani 
    Abstract: Total quality management (TQM) practices are one of the remarkable management initiatives adopted by the hotel industry to conserve the environment and ameliorate the quality of life while executing activities. Due to the existence of the value creation notion, economic value is no longer the only prerequisite assessing hotel sustainability performance, environmental and social aspects should also be considered when evaluating sustainability performance The purpose of this study is to investigate the relationship between TQM practices and sustainability performance, taking into account the environmental, economic and social aspects A questionnaire survey is conducted among 238 hotels with ISO 9001 certification in Malaysia. Structural Equation Modelling is employed to assess the relationship between TQM practices and sustainability performance. The findings of this study reveal that employee management has the most significant impact on sustainability performance.
    Keywords: total quality management; sustainability performance; economic performance; social performance; environmental performance; Structural Equation Modelling.
    DOI: 10.1504/IJPQM.2020.10030543
  • A comparative study of quality management practices between Vietnamese and Japanese manufacturing plants   Order a copy of this article
    by Minh Nguyen, Chi Phan, Yoshiki Matsui, Ha Thu Nguyen 
    Abstract: This study aims to investigate impact of quality management practices on operational capabilities in Vietnamese and Japanese manufacturers, and then, compare the impact between two countries. Statistical techniques are applied to analyse data collected from 25 Vietnamese and 22 Japanese manufacturing plants through an international joint research called high performance manufacturing (HPM) round 4 in 2014 to 2015. Analytical results indicate positive impact from supplier involvement in quality improvement and process control but negative impact from feedback and continuous improvement and learning on operational capabilities. The impacts 2 M.H. Nguyen et al. of supplier involvement in quality improvement and feedback practices are significantly different between Japanese and Vietnamese manufacturing companies. The results provide empirical evidence on the implementation quality management practices in different countries, and offer some insights into performance improvement in both developed and developing countries.
    Keywords: quality management; operational capability; manufacturing company; Vietnam; Japan; comparative study.
    DOI: 10.1504/IJPQM.2020.10030605
  • Impact of Six Sigma critical success factors on productivity improvement through absorptive capacity in the manufacturing industry in Saudi Arabia   Order a copy of this article
    by Amer Al-Atiyat, Adedapo Oluwaseyi Ojo, Patrick Soh 
    Abstract: Previous studies have acknowledged the role of Six Sigma in productivity improvement, but the implication of absorptive capacity (ACAP) has yet to be fully addressed. Accordingly, this paper investigates the mediating effect of ACAP on the link between Six Sigma's critical success factors and productivity improvement. The hypothesized relationships were tested with data collected from quality managers in 167 manufacturing companies in Saudi Arabia. The result of PLS-SEM indicates that ACAP significantly mediates the influences of training and education, top management commitment and involvement, project selection and prioritization, and organization resources on productivity improvement. However, the mediating effect of ACAP was not supported for the path between linking Six Sigma to business strategy and productivity improvement. Moreover, ACAP was significantly related to productivity improvement. The implications of our findings on the firm’s productivity improvement and operation management literature were discussed, and the relevant suggestions were offered for future research.
    Keywords: Six Sigma; Absorptive Capacity; ACAP; Productivity Improvement.
    DOI: 10.1504/IJPQM.2020.10030708
  • The Relationships among Overall Service Quality, Customer Satisfaction and Customer Loyalty in Library Services   Order a copy of this article
    by Tohid Kachwala, Dinesh Panchal, Aditya Bali 
    Abstract: Understanding students loyalty in library services becomes important as an operations strategy to retain existing students and attract new students. This study uses secondary data from a survey of business school library. Based on extensive literature survey, a scientific (service quality customer satisfaction customer loyalty) model is proposed to relate the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. Using convenience sampling, survey (with a well-defined questionnaire) is carried out for regular library users and structural equation modelling (in IBM AMOS) is used for investigating the relationship between the latent constructs of the antecedents of service quality, overall service quality, customer satisfaction and customer loyalty. The study identified four antecedents (reliability, assurance, empathy and physical aspects) of overall service quality. The study also found that perception of overall service quality has indirect influence on customer loyalty through customer satisfaction in library service.
    Keywords: Services Quality; Academic Library; Customer Satisfaction; Customer Loyalty; SEM; Reliability; Assurance; Empathy; SERVQUAL; LibQual+; Antecedents of Service Quality.
    DOI: 10.1504/IJPQM.2020.10030709
  • On the bivariate control charts for the mean of autocorrelated process   Order a copy of this article
    by Bahram Sadeghpour Gildeh, Vahideh Gorgin, Majid Sarmad, Mohammad Amini 
    Abstract: The major problem in analyzing control charts is to work with autocorrelated data. This problem can be solved by tting a suitable model to the data and using the control chart for the residuals. In most papers, average run length (ARL) criterion has been used to evaluate the effect of autocorrelation on the performance of control chart, but in this paper, we compare the efficiency of standardized and modified control charts with residuals charts in identifying changes in the mean process in the presence of autocorrelation using the false positive rate (RFP) and the false negative rate (RFN) criterion also the comparison between the results of this criterion and the results of ARL criterion is discussed.
    Keywords: Multivariate autocorrelated processes; Process control; Average run length; Vector autoregressive (VAR) processes.
    DOI: 10.1504/IJPQM.2020.10030755
  • Instruments to Identify Relevant Quality Management Practices to Productivity   Order a copy of this article
    by Bertha Viviana Ruales Guzmán, Oscar Fernando Castellanos Domínguez, Alessandro Brun 
    Abstract: The objective of this research was to develop data collection instruments that allow the identification of relevant quality management practices (QMp) to productivity indicators related to the economic, environmental and social sustainability of the dairy industry. The identification of the variables was carried out, on the one hand, through an exhaustive literature review and, on the other hand, through the suggestions of the academy and industry experts. Subsequently, in the construction and validation of the instruments, the most cited models in the literature about Quality Management (QM) were considered and the content validation by top managers was included. The findings revealed the 32 most reported QMp in the literature and 7 productivity indicators of the dairy industry suggested by the experts. Content validation evinced that the vocabulary and structure of the instruments is adequate and understandable.
    Keywords: Data collection instrument; Quality management; Productivity; Agro-industrial sector; Dairy industry; Questionnaire; Interview; Checklist.
    DOI: 10.1504/IJPQM.2019.10030817
  • Measuring Profit Efficiency of Colombian Banks: A Composite Nonstandard Profit Function Approach   Order a copy of this article
    Abstract: We analyze the evolution of profit efficiency of Colombian banks from 2001 to 2013, the most important period of consolidation for this industry. Unlike previous studies, we estimate revenue, cost, and profit efficiency within a unified framework. We find that profit efficiency significantly increased from 80 percent in 2002 to 91 percent in 2013. Median profit, revenue, and cost efficiency estimates are around 90.3, 85.2, and 99.5 percent, respectively. Median return on equity was 8 percent. Without inefficiency, it could have been as high as 14.6 percent. Cost inefficiencies explain 92 percent of median unearned ROE while revenue inefficiency explains only 8 percent. Revenue and cost efficiencies are negatively correlated. However, both correlate positively with profit efficiency. Foreign banks and banks taking on more credit risk are more profit efficient while bigger banks and banks taking on more liquidity and market risk are less profit efficient.
    Keywords: Profit Efficiency; Revenue Efficiency; Cost Efficiency; Nonstandard Profit Function; Stochastic Frontier.
    DOI: 10.1504/IJPQM.2020.10030848
    by P. Raghuram, Dhianeshwar Jawahar 
    Abstract: Supply disruption is the major reason for closure of small and medium scale (SMEs) plastic industries. Plastic recycling process and raw material quality are the major factors affecting the competence of the manufacturer. In this paper, we develop an empirical framework to ascertain relationships between the various influencing factors of supply disruption leading to closure of SMEs. A theoretical model is proposed taking into account all the identified factors leading to supply disruption. To validate this theoretical model, structural equation modelling (SEM) is used by collecting data from 195 plastic SMEs. From the results obtained, it was found that financial status, irregular supply of scrap, unavailability of labour and quality of the raw material are the major issues affecting the supply chain. By taking evasive action, start-ups as well as existing companies can avoid the causes of supply disruption resulting in improved performance measures.
    Keywords: supply disruption; plastic SMEs; empirical framework; structural equation modelling; SEM.
    DOI: 10.1504/IJPQM.2020.10030878
  • Assessing and Forecasting method of Financial Efficiency in a Free Industrial economic zone   Order a copy of this article
    by Tomás Fontalvo, Enrique De La Hoz, Orianna Fontalvo Echavez 
    Abstract: : Industrial free zones are key to the economic progress of developing countries, making the evaluation and forecast of efficiency in these organizations relevant. This research proposes a 3-phase method to evaluate and forecast the financial efficiency of the business profiles of companies belonging to the Free Economic Zone of Cartagena - Colombia. The first phase consisted of a cluster analysis to determine representative groups among the companies analyzed. In the second phase, financial efficiency is measured for each of the clusters found in phase 1. Finally, in phase 3 a machine learning model is trained and validated to predict the belonging of a company to a category of financial efficiency- cluster . The results show the creation of 2 business clusters, with an average efficiency of 49.8% and 14.6% respectively. The Random Forest model has an accuracy of 95% in the validation phase.
    Keywords: DEA; Clustering; Machine Learning; Random Forest; Efficiency.
    DOI: 10.1504/IJPQM.2020.10030898
  • InterContinental Review for Diffusion Rate and Internal-External Benefits of ISO 9000 QMS   Order a copy of this article
    by Ahmet Demir 
    Abstract: This study aims to elaborate on the diffusion rates of ISO 9000 QMS registered firms located in each continent of the world. It also strives to examine the main benefits that these firms had obtained after certification. To do this, we examined studies done in East Asia, the Pacific, the Middle East, Europe, South America, Latin America, and Africa. Our results revealed that countries which were leading in the number of certifications throughout the continents. Our study also found that the motivation and commitment of the managers, the cultural values, time, experience, and education were the main influencers of the effective ISO 9000 QMS implementation, hence, its benefits. Based on our findings, we developed a conceptual model which can be used by future research looking at the same area. The findings are elaborated in the discussion and conclusion parts of the paper.
    Keywords: ISO 9000; TQM; External Benefits; Internal Benefits; QMS.
    DOI: 10.1504/IJPQM.2020.10030912
  • A novel procedure to improve traditional EWMA control chart performance in detecting both small and large shifts   Order a copy of this article
    by Zahra Jalilibal, Negin Torkamani, Amirhossein Amiri 
    Abstract: Different control charts are proposed by many researchers for the aim of detecting process shifts in the mean and assuring quality of the product. Exponentially weighted moving average (EWMA) control charts is one of the famous charts which performs well in detecting small shifts in the process mean. In this paper, a new statistic based on different smoothing parameters is proposed to improve the performance of the exponentially weighted moving average (EWMA) control chart in detecting large shifts as well as small and medium shifts. The performance of the developed scheme based on the proposed smoothing parameter is evaluated in terms of average run length criterion in comparison with the traditional EWMA control chart. The results show the better performance of the proposed scheme rather than the traditional EWMA control charts in most cases.
    Keywords: Control chart; exponentially weighted moving average; smoothing parameter; statistical process monitoring.
    DOI: 10.1504/IJPQM.2020.10030913
  • Efficiencies in Islamic Banking: A bibliometric and theoretical review   Order a copy of this article
    by Syed Alamdar Ali Shah, Raditya Sukmana, Bayu Arie Fianto 
    Abstract: This study takes an intensive review of literature on Islamic bank efficiencies highlighting regional efficiency trends, contributing factors and integrated framework. Bibliometric and content analysis have been used to analyse 99 articles published between 2002 and 2019 taken from ISI Web of Science and Scopus contributed by leading authors, journals and regulatory bodies. This study makes various contributions with respect to effects of choice of variables, changes in choice of variables, difference in applicability of laws of return in various global locations, size of the organisations, efficiencies during crisis, Shariah compliance cost, framework for analysing efficiency of an Islamic bank and supervisory effects. The conceptual framework identifies outcomes of value creation, performance improvement, and minimisation of failures.
    Keywords: DEA; Islamic Banking; Efficiency Trends; Financial Crisis.
    DOI: 10.1504/IJPQM.2020.10030914
  • The Relationship between the Competency Level and the Efficiency of a Project Manager: Self-perspective vs. subordinates Perspective   Order a copy of this article
    by Rateb Sweis, Aya Darab\\'a, Taghrid Suifan, Lilana Sukkari, Salah Alhyari 
    Abstract: This research investigated the relationship between the competency level of project managers and the efficiency of executing projects. The research surveyed project managers and engineers in Jordanian consultation companies for project management registered in Amman Chamber of Commerce. A scale based on Dulewicz and Higgss Leadership Dimensions Questionnaire was used to evaluate the competencies of managers leading construction projects of different sizes. The results revealed that the relationship is positive. Furthermore, the competency of project managers is significant to the efficiency of execution, an emotional competency is the most important dimension to achieving efficiency, and the managerial dimension is the weakest among project managers. The emotional part of project managers competencies must be developed to improve efficiencies. Hence, more studies should be implemented in specific areas of managerial competencies. This paper offers an original view of the concept of competency as it relates to the efficiency of the project manager relying on literature review and empirical evidence.
    Keywords: Competency; Efficiency; Project Management; Construction; Jordan.
    DOI: 10.1504/IJPQM.2019.10030915
  • Lean practices to improve the learning process and production document control: A case study   Order a copy of this article
    by Marcelo Albuquerque De Oliveira, Marcelo Silva Pereira, Rui M. Lima, Andreia Freitas Vieira 
    Abstract: The advent of lean practices has driven changes in organisations, especially by seeking systematic practices to identify and improve. This case study intends to share the practical results of the adoption of automated document control systems within the productive processes, as a component associated with lean practices adopted by the company. The work developed was aimed at disseminating lean practices to better control the process, as well as introducing a culture focused on the adoption of good management practices, from the development of automated work instructions to productive process, allowing the teams self-development, facilitating the training stage of the teams that act in the process. As an additional contribution, it allowed easy access to information, agility to the document management system, ease of updating versions and elimination of physical documents in the production line, giving contributions to the organisations results in the field of quality management, production and teams.
    Keywords: computerised document control; lean culture; lean training; organisational culture; team management.
    DOI: 10.1504/IJPQM.2019.10031176
  • Mediation Effects of Information Technology Links with Suppliers and Information Sharing with Suppliers in the Relationship of Supply Chain Process Integration and Supply Chain Performance   Order a copy of this article
    by Anh Phan, Thu Ha Nguyen, Yoshiki Matsui, Huong Phung 
    Abstract: This paper presents the results of empirical study on the impacts of supply chain process integration on upstream supply chain performance both directly and indirectly through serial-multiple mediation of information technology links and information sharing with suppliers. Statistical techniques were applied to analyse the data collected from 304 global manufacturing firms from 13 countries in the framework of High Performance Manufacturing project, round 4 (20132015). Both information technology links with suppliers and information sharing with suppliers were found to be independent mediators of the relationship between supply chain process integration and upstream supply chain performance. In addition, information technology links and information sharing with suppliers mediated this relationship serially. This study provides important insights for both manufacturers who seek to improve upstream supply chain performance and suppliers who look for better coordination with manufacturing buyers.
    Keywords: supply chain process integration; SCPI; information technology links; information sharing; supply chain performance; SCP.
    DOI: 10.1504/IJPQM.2020.10031248
  • Impact of input parameters variability on surface roughness and density on laser sintered AlSi10Mg specimens   Order a copy of this article
    by Ritesh Sharma, Rajeev Saha, SANJEEV KUMAR 
    Abstract: AlSi10Mg is one of the most promising alloys in SLM technology due to its low weight and competitive mechanical properties. It gives a good alternative to the conventional manufacturing systems in terms of design flexibility, cost and production time. But the parts made from laser sintering of powder are bound to have rough surface texture. The present study is focused on investigating the impact of process parameters namely laser power, scan speed, hatch spacing and orientation on density and surface roughness of the specimens sintered on selective laser melting of AlSi10Mg. To characterize the parameters, design of experiments was created using RSM and ANOVA analysis was employed to find the factors affecting the responses. The optimization was carried out in MATLAB using optimization toolbox. As per the study, hatch spacing proved to be the major contributor for influencing both density as well as surface roughness.
    Keywords: AlSi10Mg; Surface Roughness; Density; RSM; SLM; ANOVA; multiobjective Genetic Algorithm.
    DOI: 10.1504/IJPQM.2020.10031552
  • Public Service Motivation and Job Performance: An Exploratory Study in Jordanian Municipalities   Order a copy of this article
    by Sahem Nawafleh 
    Abstract: This paper study how public service motivation (PSM) among employees influences their job performance (JP) in the context of Jordanian municipalities. The quantitative descriptive cross-sectional approach was adopted with a structured questionnaire. Employees operating in the municipalities of Amman and Irbid-Jordan were targeted as a population and the sample included (382) respondents. SPSS and structural equation modelling (SEM) through AMOS was applied, result reported that PSM dimensions achieved (R2 = 45%) of the variance in job performance. Two dimensions of PSM werent significant in influencing job performance, namely, attraction to policy making and self-sacrifice. Following the results, implications were provided, moreover, limitations and directions for future researches were also provided.
    Keywords: public service motivation; PSM; job performance; municipalities; structural equation modelling; SEM; Jordan.
    DOI: 10.1504/IJPQM.2020.10031670
    Abstract: Control charts are extensively utilised in the manufacturing industry for monitoring and controlling production strategies. Their design involves the selection of three parameters namely, the sample size (n), the sampling interval (h) and the width of the control limit (k). In the case of economic design, these three design parameters are selected in such a way that, the overall cost of controlling the process is the least. Based on the continuity of industrial processes, in this research, two-loss cost models are being considered. The loss costs for these two models are minimised using genetic algorithm (GA) and simulated annealing (SA) optimisation techniques. Further, for better clarity of work, a numerical example has been considered and solved using these two optimisation techniques. The results of which are found to be better than the earlier published results.
    Keywords: economic design; genetic algorithm; loss cost; simulated annealing; X control chart.
    DOI: 10.1504/IJPQM.2020.10031713
  • Statistical Analysis to Predict the Surface Roughness in Single Point Incremental Forming of Cu67Zn33 alloy   Order a copy of this article
    by Manish Oraon 
    Abstract: Single point incremental forming (SPIF) is an innovative manufacturing process in which shaping the metal sheet without using dedicated dies. Previously, the effect of input variables in SPIF of hard metal is not well defined. Commercially available Cu67Zn33 is taken for the experiment as it is demanded in every manufacturing sector due to its mechanical properties. The present study is an experimental investigation followed by statistical analysis for finding the significant input variables which profoundly affect the surface roughness. The statistical analysis indicated that the step depth is the prominence one and other significant input parameters are feed rate of the tool, wall angle, and thickness of sheet whose contribution for surface roughness are 3.2 %, 5.1%, and 4.98% respectively. The minimum and maximum average roughness is measured as 134.863 nm and 376.836 nm. The spalling of metal is observed at the high feed rate and spindle speed.
    Keywords: single point incremental forming; SPIF; surface roughness; process parameters; ANOVA.
    DOI: 10.1504/IJPQM.2020.10031822
    by Divya Prabhu, Vijaya G. S 
    Abstract: Financial inclusion is a global issue that the Indian Government has been striving to achieve in the last five years. Accessibility and ease of banking services in remote villages is one of the requirements to achieve it. The measure taken by the Banks has failed miserably owing to complex and heterogeneous demographics of the country especially the cultural and lifestyle difference between urban and rural masses. To explore the expectations of rural India and to find out the exact needs of the rural banking and its prospects, this paper has studied the possibilities of implementing quality function deployment in banking services which is rarely done in India. The paper explains how precisely the voice of the rural customer has been captured using quality function deployment matrix. The results of the study have evidenced that this tool can be tested, used, and extended for various service-oriented organisations that include banking.
    Keywords: financial inclusion; quality function deployment; QFD; rural banking; services.
    DOI: 10.1504/IJPQM.2020.10031823
    by Hotniar Siringoringo, E.S. Margianti, Qurrota Ayyun, Ikhwan Arbiyanto 
    Abstract: This research pursued three main goals: 1) to measure the workload of bank teller; 2) To identify the dominant dimension of the mental workloads, and 3) to compare the workload between state-owned and private bank tellers Measuring workloads was performed using NASA-TLX method Data collected using the questionnaire of NASA-TLX that has been deployed in various organizations and the nature of the works Participants in the study were tellers in a state-owned and private bank Identification of the most and the least dominants dimensions that contribute to mental workload was performed using the Pareto diagram Statistics technique was deployed to compare the workloads between state-owned and private bank tellers The result showed that the workloads of bank tellers were categorized as very high The most dominant dimension contributing to the very high mental workload in State-owned banks was effort whilst in the private bank was performance Contrarily, the least dominant
    Keywords: mental workload; bank teller; NASA-TLX; private bank; state-owned bank; subjective methods; performance.
    DOI: 10.1504/IJPQM.2020.10031967
  • Determinants of the performance of insurance companies   Order a copy of this article
    by Abdelkader Mohamed Sghaier Derbali, Ali Lamouchi 
    Abstract: The objective of this study is to assess empirically the determinants of the performance of Tunisian insurance companies during the period of study from 2002 to 2018 using the panel data methodology. The sample used in our study is made up of thirteen resident insurance companies listed on the Tunisian Stock Exchange during the period of study. We employ microeconomic and macroeconomic variables. The empirical results show that only the microeconomic factors are determinant of the performance of insurance companies. The macroeconomic factors do not have significant effects on performance. Capital structure, solvency, risk capital management, premium growth, volume of capital, age and financial investments are the determinants of the performance of Tunisian insurance companies with a different sign positive and negative.
    Keywords: Financial performance; performance determinants; Tunisian insurance companies.
    DOI: 10.1504/IJPQM.2020.10031973
    by Leandro Pereira, Renato Lopes Da Costa, Luis Martins, Rui Gonçalves, André Rodrigues 
    Abstract: Today’s business world is characterized by its constant rapidly changing environment, facing a very competitive economic context, making it crucial for the achievement of business success to understand, timely, what drives its results, namely its performance. Organizational performance may be affected by several number of variables and the understanding of these variables are decisive for business management. This research aims to address and measure organizational performance, understanding if and how much it is influenced by organizational culture. For that purpose we applied a questionnaire, preceded by a pre-test procedure, to a sample composed by security professionals, receiving a total of 629 valid answers. Our results evidence that more than one organizational culture type positively and significantly influences both organizational performance and employee work engagement, as well as that employee work engagement partially mediates the influence of all organizational culture types on organizational performance.
    Keywords: Organizational Culture; Organizational Performance; Employee Work Engagement; Security.
    DOI: 10.1504/IJPQM.2020.10032115
  • Productivity Analysis of Education and Research Fields in Universities of Medical Sciences: A Case Study of Iran   Order a copy of this article
    by Hasan Yusefzadeh, Hassan Khorsandi, Alireza Chavoshin, Aram Feizi, Bahram Nabilou 
    Abstract: The present study aimed to assess the productivity of Urmia Medical Sciences University (UMSU) in the fields of education and research. In this descriptive-analytical study, changes in the total factor productivity of UMSU in the fields of education and research were analysed using Data Envelopment Analysis technique during 2011-2017 by Deap2.1 software. Moreover, variables including the number of faculty members, graduates, and courses offered in the education sector as well as the number of books available in the library, laboratories, articles and books written or translated, and theses and research projects in the research section were examined. Mean changes in the total factor productivity of production in the field of education were calculated to be 1.026, representing an increase in the productivity growth of 2.6% during the study period. Furthermore, the mean of total factor productivity in the research sector equalled 1.071, indicating productivity growth at a rate of 7.1%.
    Keywords: Productivity; Malmquist Index; Data Envelopment Analysis (DEA); Education; Research.
    DOI: 10.1504/IJPQM.2020.10032116
  • Maximizing availability of complex repairable systems and Flexible selection of performance parameter using PSO   Order a copy of this article
    by Ajay Kumar 
    Abstract: In this research study, Particle Swarm Optimization (PSO) has been implemented for availability analysis of a complex repairable industrial system namely Mash Kettle of an existing Brewery plant. PSO algorithm is computationally simple and efficient. The Mash Kettle system is modeled structurally representing its various constituent elements/components and their interconnections. Probability relationship of different feasible state are generated using the transition diagram. Performance analysis is done to observe the criticality of the constituent elements/components. The Particle Swarm Optimization algorithm provides a varied and wide range of performance measures of various elements/components for a predetermined optimized value of the availability of the system. PSO algorithm is validated by comparing with Genetic Algorithm and Markov methods for the results of optimal availability. The consequences of this paper will be beneficial for the maintenance engineer and plant staff to accomplish best attainable system performance/availability and to plan appropriate maintenance strategies.
    Keywords: Mash Kettle; Repair and failure Rates; Performance Analysis; Particle Swarm Optimization; Availability; Brewery Plant; flexibility.
    DOI: 10.1504/IJPQM.2020.10032163
  • E-Government and Citizen Satisfaction in Jordan: EGOVSAT Testing Using Sem Approach   Order a copy of this article
    by Sahem Nawafleh 
    Abstract: Governments around the world have been in focus to facilitate citizens access to and adoption of e-services by ensuring that they benefit from digital development. Therefore, ensuring citizens satisfaction with the provided services is critical for that adoption success. The current study evaluates satisfaction with e-government among Jordanian citizens through testing the EGOVSAT model. Quantitative approach through a descriptive exploratory method was adopted. A self-administered questionnaire was developed for data collection purposes. Through convenience sampling, 483 respondents were included, and structural equation modelling through SMART PLS was utilised to test the model, and the result indicated that the proposed dimensions accounted for 53.2% of the variance in citizen satisfaction with e-government services. Moreover, reliability was identified as the strongest driver followed by efficiency and utility respectively, whereas customisation was identified as a negative driver and flexibility as an insignificant one entailing an issue that needs to be addressed. Following garnered results, implications were discussed.
    Keywords: e-government; electronic government; satisfaction; EGOVSAT; citizen; structural equation modelling; SEM; Jordan.
    DOI: 10.1504/IJPQM.2020.10032212
  • Lean Six Sigma in Food Industry: A Case Study   Order a copy of this article
    by Harsimran Singh Sodhi  
    Abstract: The purpose of present study is for process and quality improvement in food processing units using Lean Six Sigma in food industry. This paper aims to study the application of Lean Six Sigma in a mediumsized confectionary. The results show that the company successfully applied the Lean Six Sigma methodology and saved a considerable sum of money by reducing overfilling of final product (ginger bread). This study proposes a Lean Six Sigma framework to reduce overfill and rework. The proposed framework integrates lean tools and Six Sigma define, measure, analyse, improve, and control methodology to reduce overfill and rework to enhance the bottomline results. The result of this study will help food small and mediumsized enterprises to effectively apply Lean Six Sigma to reduce variability and consequent waste in their production process.
    Keywords: quality; lean production; Six Sigma; operations management; biotechnology.
    DOI: 10.1504/IJPQM.2020.10032502
  • Design of Experiments and Monte Carlo Simulation based Prediction Model for Productivity Improvement in Printing Industry   Order a copy of this article
    by Prathamesh Potdar, Santosh Rane, Nandkumar Mishra 
    Abstract: In today's cut-throat business competition, high production cost is critical concern for any organization, which develops the need of improvement in the productivity. This research aims to improve the material productivity of printing process by implementation of Six Sigma methodology based on Define Measure Analysis Improve and Control (DMAIC) approach with a combination of appropriate tools and techniques in each phase, and develop prediction model based on Design of Experiment and Monte Carlo Simulation. Research identified the start up waste was the vital cause for less productivity. The research concludes that the every organization should reinvestigate the process and explore the opportunity for productivity improvement by using the appropriate techniques. This case study has reduced the print waste by 89064kg per year and electricity consumption by 648000KWh. Also, creates necessary impact on environment by reducing in CO2 emission and chemical waste.
    Keywords: Design of Experiment; Monte Carlo Simulation based prediction model; Six Sigma; DMAIC; Cause and effect matrix; FMEA.
    DOI: 10.1504/IJPQM.2020.10033290
  • Resource Allocation for Implementing Strategic Quality Management Strategies in Pharmaceutical Industry in India: A Case Study   Order a copy of this article
    by Harjit Kaur, Sanjay Kaushik 
    Abstract: In the pharmaceutical industry, quality is an essential element for the success of the organization. Over the last few years, the pharmaceutical industry has faced severe quality issues resulting in worldwide product recalls and drug shortages. Quality and management of quality is a key strategic issue in the pharmaceutical industry. Many pharmaceutical companies adopt the strategic management of quality through various quality strategies across the world. Aldrisi (2010) view quality management from the strategic perspective that allows the resources to form the core from which it operates known as strategic quality management. The present study assesses the allocation of resources is evaluated using an operation research technique called as Analytic Network Process (ANP) considering the interactions within the resources as well as between resources, quality strategies and the ability of each strategy to enhance quality.
    Keywords: Strategic Quality Management; Resources allocation; Firm Resources.
    DOI: 10.1504/IJPQM.2020.10033430
  • Assessment of the Moderating Effect of Performance Contracting on Utilisation of Monitoring and Evaluation Tools on the Performance of Research Projects in Public Universities, Coast Region, Kenya   Order a copy of this article
    by Hamisi Mwaguni, John Mbugua, Charles Rambo 
    Abstract: The purpose of the study was to assess the moderating effect of performance contracting on utilisation of monitoring and evaluation tools on the performance of public universities in the coastal region of Kenya. The study used a pragmatism paradigm. The study found that performance contracting only has a moderating effect on utilisation of budgets. This is because its t test has a p value of less than 0.05. Performance Contracting has no moderating effect on the other three independent variables since their p value is greater than 0.05. The study concludes that improving human capacity for performance contracting at the institutional level will also require appropriate policies, encouraging participation of academic and administrative staff in performance contracting, awareness creation, monitoring of its implementation, as well as utilisation of performance contracting evaluation findings, hands-on experience as well as improving responsiveness.
    Keywords: Performance Contracting; Monitoring and Evaluation Tools; Performance; Research Projects; Public Universities.
    DOI: 10.1504/IJPQM.2020.10033538
  • Servant leadership a strategic choice for organizational performance. An empirical discussion from Pakistan   Order a copy of this article
    by Ansar Abbas, Muhammad Saud, Dian Ekowati, Indrianawati Usman, Fendy Suhariadi 
    Abstract: Servant leadership style is typically based on positive individual psychology and self-interest. The focus of research today inclines towards the positive psychology of individual leadership styles such as servant leadership. This empirical study ventures on a constructive discussion of the personal inherent desire of servanthood, successful self-management strategies for effective and sustainable performance, and organisational developments in higher education. The natural instinct of serving others needs first was conceptualised and modelled scientifically for organisational outcomes in the context of Pakistani higher education institutes. Data was obtained through random sampling from public and private sectors. Further, PLS Smart 3.0 was utilised to perform a statistical analysis. Results revealed that servant leadership predicts organisational performance only through two desired outcomes tested hypothetically. Insightful discussion on statistical results, key conclusions practical and theoretical implications have been presented.
    Keywords: servant leadership; organisational commitment; organisational performance; higher education; Pakistan.
    DOI: 10.1504/IJPQM.2020.10033579
    by Mohd Adil, Mohd Nasir, Mukesh Kumar 
    Abstract: This study assesses tourists perceived service quality towards budget hotels. It also examines the inter-relationship between the service quality dimensions, tourist satisfaction and tourist loyalty. A structured questionnaire was employed to survey the tourists who visited and stayed in budget hotels of the selected three states of Northern India. An assessment of common method bias and preliminary descriptive analysis was used to examine the item structure and psychometric properties of the original scale adopted in the current study. Findings reveal that all the dimensions of service quality have a positive influence on tourist satisfaction, therefore hotel managers must monitor and assess their offerings on all the seven key attributes of service quality at regular intervals. This may avoid instances of customer dissatisfaction or moments of frustration and, eventually boosts repeat purchases and positive word of mouth. In addition, hotel management should also pay special attention to the employees educational eligibility and desired skill during the recruitment process, to better understand tourists needs and design service which contributes to the tourists overall experience at budget hotels.
    Keywords: service quality; budget hotel; tourist satisfaction; tourist loyalty; tourism; SEM.
    DOI: 10.1504/IJPQM.2020.10033632
  • Bayesian Quantile Regression and Unsupervised Learning Methods to the US Army and Navy Data   Order a copy of this article
    by Jong-Min Kim, Chuwen Li, I.L. D.O. HA 
    Abstract: We propose to apply the BayesQR to predict a binary response of passing or failing for the Army and Navy data as well as the unsupervised learning methods. First, we want to find the best models for the Army and Navy based on statistical inference of BayesQR, GLMs and percentage correctly classified (PCC) which tests the accuracy of a prediction. The second method focuses on clustering using the k-means clustering and random forests based on the results of BayesQR. We compare models with different covariates to find the one that can best divide data into two groups: Army and Navy.
    Keywords: GLM; BayesQR; k-means; Random forests.
    DOI: 10.1504/IJPQM.2020.10033803
  • Case Study: Application of SMED in SIM Card Manufacturing Company   Order a copy of this article
    by Sanchit Jain, Rahul Vaishya 
    Abstract: The capability of economically manufacturing small batch sizes is essential for any mass production unit. This facilitates the production of several kinds of products to match increasingly varying product demand from the customer, even at lower production cost. This paper describes the use of SMED technique in a SIM Card manufacturing company to enhance its capability of producing varying products along with improving system’s efficiency. Various innovative, simple and no-cost solutions were implemented along with general techniques of SMED to reduce the non-value adding labor hours on
    Keywords: Setup Change; SMED; EOQ; MTO production; OEE; SIM Card manufacturing; Module Implanting.
    DOI: 10.1504/IJPQM.2019.10033807
  • System dynamics model to improve productivity in manufacturing industries   Order a copy of this article
    by Raju Kamble, Lalit Wankhade 
    Abstract: This study works on modeling for executing dynamics of the key productivity factors in manufacturing industries. It is aimed to contribute the efforts of key productivity factors for productivity model development. The diverse causal relations among factors are brought together in a cohesive system dynamics model to investigate performance. Three feedback loops- driver, system and productivity index
    Keywords: Productivity; System dynamics model; Productivity model; Key productivity factors; Causal relationship.

  • Special Economic Zones in India: Establishment, Challenges, and Possibilities   Order a copy of this article
    by Devendra Singh Thakur 
    Abstract: This review provides overview of special economic zones (SEZ) in India, highlighting the objectives, establishment process through SEZ Act 2005, problems faced in SEZ and their possible solutions. The major objective is promoting exports in a hassle-free environment, creating job opportunities and pushing economic growth of region and country. SEZ was initiated as export processing zone (EPZ) which were converted to SEZ under export-import (EXIM) policy in 2000. The most revolutionising change was single window clearance protocol under the SEZ Act 2005. Despite streamlined protocol, various socio-economic challenges emerged in SEZ including real-estate exploitation, agricultural land-loss and inadequate compensation, revenue losses, perturbation in regional balances and administrative weakness. This review discussed the possible solutions through new policies and amendments in existing policies, thus provide intelligible SEZ concept and encourage entrepreneurs to expand their business through SEZ near small towns leading to overall growth of region and nation.
    Keywords: Special Economic Zones; Export Processing Zones; SEZ Act; 2005; National Rehabilitation and Resettlement Policy; 2007; EXIM policy.
    DOI: 10.1504/IJPQM.2020.10033887