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 (58 papers in press)

Regular Issues

  • Development of lean production system using value stream mapping approach: A case study   Order a copy of this article
    by NAVEEN VIRMANI, Vikram Sharma 
    Abstract: Intense competition in global market is encouraging management to search for new ways to reduce cost and improve profits. Manufacturing firms are realizing that cost reduction through waste elimination can improve their competitive potential. Lean production concepts can be employed for waste elimination. However, managers find it difficult to identify the key areas for waste elimination. The field of lean production has offered VSM as a visualization tool to identify waste elimination opportunities. Using this tool, it is possible to map the current state and accordingly analyze for achieving waste elimination. In order to illustrate this aspect, the case study presented in this paper shows the way the firms can apply VSM for identifying the potential areas for applying this waste elimination technique. The purpose of this research is to examine value stream mapping (VSM) implementation in a gear manufacturing company located in national capital region of India. The case study shows that the production time, inventory and defects can be reduced significantly. Thus, VSM assists the managers to envisage the current level of wastes occurring in an organization and the future means of eliminating them.
    Keywords: Lean production; value stream mapping; manufacturing firm; quality; customer satisfaction.

  • Productivity improvement in furniture industry using lean tools and process simulation   Order a copy of this article
    by Shyam Murali C, Prabukarthi A 
    Abstract: The objective of the study is to improve productivity of a furniture manufacturing company. Demand forecasts play a crucial role in productivity, improvement and production planning analysing the problems associated with it and there by tackling over production and shortage. Demand forecasting was analysed using three (Simple moving average method, weighted moving average method, Seasonal regression method) different methods in which seasonal regression was found to be more accurate for the current scenario. This method reduces the deviation of forecast by 17.37% which will result in better visibility thus by improvement in productivity. Preliminary survey showed that there were some processes that lead to overall increase in production lead time and industry is not keen in operating the second shift particularly in painting department, which leads to under-utilization of resources. This research work opted for an exploratory study using the Time study analysis and Value stream mapping(VSM) to identify bottleneck processes. Brainstorming session was conducted to plot cause and effect and there by priorities the causes to tackle. Simulation analysis was performed to understand the utilization of man-machine using the current and alternative method. The proposed methods improve the operator utilization to 54% from 29% and output by 50%.
    Keywords: MAD;MSE;VSM;simulation.
    DOI: 10.1504/IJPQM.2019.10024250
  • Transformational Leadership as an Antecedent for Organizational Commitment and Job Performance in the Banking Sector of Jordan   Order a copy of this article
    by Mohammed Iqbal Al-Ajlouni, Nawaf Alghusin 
    Abstract: Guided by social-exchange-theory, present study examined transformational leadership (TL) as an antecedent for organisational commitment (OC) and its subsequent influence on job performance (JP). Through using a structured self-administered questionnaire, data were collected surveying (439) non-executive employees operating in (15) banks listed in Amman-Stock-Exchange through non-probability purposive sampling. Structural-equation-modelling using SMART-PLS was utilised and the result reported that TL components achieved 44%, 42.5% and 35.4% of the variance in affective, continuous and normative commitment respectively. Idealised influence did not have any significant effect on any level of OC, whereas intellectual stimulation influenced the three levels of OC. Individualised consideration influenced only affective and continuous commitment, and inspirational motivation influenced only normative and continuous commitment. Moreover, only affective commitment was significant in influencing JP and accounted for 82% of the variance. Following the results, discussion and implication were provided. Also, directions and suggestions for future researches were presented.
    Keywords: Transformational leadership; organizational commitment; job performance; Social Exchange Theory; quantitative; Banking Sector; Jordan.
    DOI: 10.1504/IJPQM.2019.10020522
  • Improving the Formulation of the Industrial Paints Using FMEA and Taguchi Approaches   Order a copy of this article
    by Hamid Reza Peikari, Gholamreza Salehi, Arash Shahin 
    Abstract: The aim of this study is to explain how the quality of industrial paints can be improved by failure modes and effects analysis (FMEA) and Taguchi design of experiments. For this purpose, a paint manufacturer was selected and FMEA was applied to identify and prioritise the paint problems. Taguchi was also used to identify and determine the levels of the factors influencing the quality of products. L18 array was selected for designing the required experiments and linear graphs were applied to identify interactions among factors. Findings indicated that the best quality was obtained for the experiment with the characteristics of granule size higher than 10, peak metal temperature (PMT) of 232 degrees centigrade, pigment of high quality, resin content of 55%, catalyst content of 4.1%, using plate with medium quality and maximum content of additives. Results also indicated a decrease of average RPN in all of the identified problems.
    Keywords: Taguchi; failure modes and effects analysis (FMEA); paint; risk priority number; orthogonal array.
    DOI: 10.1504/IJPQM.2019.10021676
  • Dynamic Slicing of Aspect-Oriented Software: An UML-based Approach   Order a copy of this article
    by Jagannath Singh, Abhishek Ray 
    Abstract: In this paper, we propose a technique to compute the dynamic slice of UML models for aspect-oriented software. The UML architectural model for aspect-oriented software represents the core components, aspectual components and the relationship between them. Firstly, we construct aspect-oriented model dependence graph (AOMDG) as an intermediate representation of the UML model for aspect-oriented software. AOMDG is a combination of aspect-class dependence graph (ACDG) and aspect-sequence dependence graph (ASDG). ACDG is constructed by using a set of class and set of aspect class diagrams and ASDG is constructed by using a set of sequence and aspect sequence diagrams from the UML architectural model. Then, we propose an algorithm to compute the dynamic slice by traversing AOMDG by marking and unmarking the nodes for a particular scenario during run-time.
    Keywords: Aspect; Advice; Aspect-class dependence graph; Sequence-class dependence graph; Aspect-Oriented Model Dependence Graph.
    DOI: 10.1504/IJPQM.2019.10022202
  • Assessment of Sand Reclamation Techniques and Sand Quality in Thermal Reclamation   Order a copy of this article
    by Suyog B. Rayjadhav, Digvijay A. Mhamane, Vasudev Shinde 
    Abstract: In foundry, sand-moulding takes maximum share of production than other moulding methods. So the foundry requires huge quantity of sand daily. To safeguard environmental issues it is necessary to reuse the sand repeatedly otherwise it also increases disposal cost. In view of increasing demand from environmental and economic aspects, the assessment of sand reclamation systems becomes outmost importance. This study illustrates the various sand reclamation techniques like dry, wet, thermal, cryogenic and microwave reclamation in term of their procedure and assessment. The thermal sand reclamation system is developed comprising of sub units like fluidised bed combustor and fluidised bed sand cooler for 20 kg sand capacity and tested for chemically bonded sand casting. In the present study, developed thermal sand reclamation system is tested and results are compared with different sand reclamation systems. The no-bake-sand can be satisfactorily reclaimed by newly developed thermal sand reclamation technique with appropriate sand quality.
    Keywords: Sand molding; Binders; Sand reclamation; No-bake; ADV; LOI; Grain Size.
    DOI: 10.1504/IJPQM.2019.10022203
  • Statistical Investigation of Lean Six Sigma For Waste Reduction in Indian SMES By Identify Rank Define Analyze Improve Control (IRDAIC) Model   Order a copy of this article
    by P.N. Ram Kumar, K.P. Satish 
    Abstract: Lean manufacturing is capable of reducing the existing rates of production to a reasonable amount and also to raise the productivity by improving the quality of the material, and hence to maximise the number of customers. In this research paper, the LSS is practiced in the small and medium scale industries for improving the productivity of the firm. For that, a new statistical method named identify rank define analyse improve control (IRDAIC) model is actualised in the Indian SMEs for handling the survey. For optimising the industrial parameters multiple nonlinear regression analysis and enhanced grey wolf optimisation is used in this paper. The proposed hybrid statistical assessment and optimisation process is executed and evaluated in the working platform of MATLAB in terms of production cost. Ultimately, from the evaluation the proposed novel statistical optimisation technique is optimal for improving the productivity of the Lean Six Sigma manufacturing firm respectively.
    Keywords: Lean Manufacturing; Lean Six Sigma; Small and Medium Industries (SMEs); Identify Rank Define Analyze Improve Control (IRDAIC); Multiple Non-Linear Regression Analysis (MNLRA).
    DOI: 10.1504/IJPQM.2019.10022211
  • Integrating Kano Customer Satisfaction Coefficient and SIPA Grid for Service Quality Improvement   Order a copy of this article
    by Elia Oey, Tiara Paramitha, Novita Novita 
    Abstract: Understanding what customer wants and how to action against them is crucial for service industry, since customers and their interaction are part of the product offering. The research was a case study of a water park in east suburb of greater Jakarta area, Indonesia. The objective of the study was to help the studied company to identify what service attributes relevant for the water park and which ones are important to be improved. The study categorised service attributes using Kano model in order to capture possible nonlinear relationship between importance and satisfaction. The result was then analysed using SIPA grids by benchmarking its performance against two competitors. The result showed that currently there are only some
    Keywords: Kano CS Coefficient Grid; SIPA grid; Water Park; benchmarking; sensitivity analysis.
    DOI: 10.1504/IJPQM.2020.10023286
  • Driving Process Improvement from Customer Preference with Kansei Engineering, SIPA & QFD Methods   Order a copy of this article
    by Elia Oey, Bernice Ngudjiharto, Wennie Cyntia, Monique Natashia, Scherly Hansopaheluwakan 
    Abstract: Todays competitive market forces companies to continuously seek ways to accommodate customer needs and requirement in their product and process improvement. The study is a case study in an instant concrete manufacturer seeking ways to improve its process in order to win its market share. The study used the Kansei engineering approach to capture what customers want. The generated customer attributes were then measured and benchmarked against two competitors. SIPA grid was used to group the attributes into clusters of importance. Based on SIPA grid clustering, house of quality was built, and technical attributes were generated as action plans for improvement. The results recommended the studied company to focus on top five action plans, namely computerised system to ensure quality, bulk pricing, bundle promotion, and 1
    Keywords: Kansei Engineering; SIPA; QFD; Concrete.

  • Impact of implementation of ISO 22000 on food safety throughout the supply chain: Insights from Poland, Slovakia & Portugal   Order a copy of this article
    by Dominik Zimon, Pedro Domingues 
    Abstract: This study aims to determine the impact of standardised food safety management systems on food safety throughout the supply chain. The research was carried out among several European countries on the legitimacy of implementing the requirements of ISO 22000 and an attempt was carried out to compare how the standard is perceived by entrepreneurs operating in the east and west of Europe. Throughout all the research process, great attention was paid to the impact of the ISO 22000 standard on the functioning of logistics processes in supply chains as this aspect is scarcely addressed in the literature on the subject. According to the authors, the research results may prove useful for European entrepreneurs considering the implementation and certification against the requirements of the ISO 22000 standard.
    Keywords: ISO 22000; Food Safety Management System; Supply chain; Poland; Slovakia & Portugal.
    DOI: 10.1504/IJPQM.2019.10023773
  • An Interpretative Structural Modeling (ISM) approach to analyzing root causes of defective jobs: A case study in an automobile service industry   Order a copy of this article
    by Dharyll Prince Abellana 
    Abstract: This paper addresses, explores, and analyses one of the critical productivity and quality problems in the automobile service industry, which is defective jobs or rework due to bad repairs through a case study conducted in Cebu City, Philippines. The paper determined 22 potential causes of the quality problem through the focus group discussion. An interpretative structural modelling is adopted to model the interrelationships of the identified causes in a hierarchical structure. The study has two primary outputs: 1) a list of potential causes of defective jobs; 2) a digraph presenting the interrelationships of the determined causes. The results of this study will significantly contribute to the literature as it provides scholars insights as well as a methodology to analyse quality problems in a causal analysis environment. Moreover, it will also be beneficial to practitioners as it provides them with essential managerial insights that can be useful in practice.
    Keywords: interpretative structural model; ISM; defective jobs; rework; automobile service; causal analysis.
    DOI: 10.1504/IJPQM.2020.10023782
  • Presenting a Productive and Sustainable Model of Integrated Management System for Achieving an Added Value in Organizational Processes   Order a copy of this article
    by Ramin Rostamkhani, Morteza Abbasi, Mohammad Hosein Karimi, Mahdi Karbasian 
    Abstract: The present research mainly aims at a presenting of productive and sustainable integrated management system model, which can create or increase an added value in all organisational processes and sub-processes. The key tools for the realisation of this goal are the important units mostly observable in today’s organisations. The main core of the study is developed to implementing the mentioned model by including the three international standards (ISO 9001, ISO 14001 and OHSAS 18001) in a selected industry. The first innovation of this research is the introduction of process capability indices in the form of comprehensive tables and descriptions of each unit’s role in achieving the desired productivity and sustainability. Also, for the first time, proper control charts are used to provide assurance of the controlled flow of data. The second novelty of the study is the verification path the model proceeds in the determined scope.
    Keywords: Integrated Management System; Productivity; Sustainability; Organizational Processes.
    DOI: 10.1504/IJPQM.2019.10023794
  • Matrix Based Tolerance Analysis for Multi-Component Selective Assembly with Geometric and Dimensional Features using Genetic Algorithm   Order a copy of this article
    by A.K. Jeevanantham, Chaitanya S.V, Rajeshkannan Ananthanarayanan 
    Abstract: Tolerance analysis (TA) is a method of investigating how the geometric and dimensional tolerance (GDT) deviations in each component propagate and affect the functional requirements of the product. Total deviation in an assembly fit can be controlled by selecting the components of the assembly through a purposeful strategy, called selective assembly (SA). In this paper, the matrix model of TA is applied in SA. The surface-based and shape closure analyses are done using the principles of TTRS and MGDE, and the assembly fit is modelled in terms of displacement matrices. The conventional method of dividing the components into groups only by the deviation on dimensional tolerance (DT) alone is replaced by integrated GDT. The effect of rotational displacements in component features on assembly fit is verified. A two-dimensional, worst case, rigid TA in SA is demonstrated. The best combinations of assembly components are obtained through genetic algorithm.
    Keywords: Selective assembly; Tolerance analysis; Matrix model; Assembly clearance variation; Genetic algorithm.
    DOI: 10.1504/IJPQM.2019.10023797
  • Leagile manufacturing paradigm in the production of jet pump   Order a copy of this article
    by K. Balakrishnan, S.R. Devadasan, Thilak VMM, D. Selvi Soundaram 
    Abstract: One of the types of pumps that find high demand from the customers is jet pumps. Today, pump manufacturing companies are required to produce conventionally designed jet pump as well as improved and innovative forms of the same to meet the demand of several customers. This kind of demand can be fulfilled only when leagile manufacturing paradigm is implemented around the production of jet pumps. In order to have a successful implementation of the same, while pursuing the research reported in this paper, a model named as 'pumping for leagility' (PFL) was designed and applied in the case of producing jet pumps in a typical Indian pump manufacturing company. The PFL model has eight steps comprising of 31 activities. By applying PFL model, the nuances of developing leagile manufacturing paradigm in real-time practice was examined and the extent of implementation in the production of jet pump was studied.
    Keywords: Leagile manufacturing; productivity; decoupling point; plant layout; organisational structure.
    DOI: 10.1504/IJPQM.2019.10023815
  • The Concept of Ergonomic Evaluation for Industrial Building Spaces   Order a copy of this article
    by Deevesh Sharma, Monica Sharma 
    Abstract: Continuously providing world class products to the customers requires state of the art industrial facilities and some of the brightest minds in the world. The employees and the industrial setups are the most valuable assets of any industry. The paper discusses a concept model for evaluation of industrial building spaces which would safeguard the employees with safety and healthy working environment as well as contribute towards improving the efficiency and productivity of work. Significant ergonomic factors like illumination, acoustics, thermal, vibration and utility are discussed to be key contributors to the evaluation methodology. Some acceptable and healthy ranges of these factors and how they can be used to evaluate an industrial space are discussed. How requirement-based evaluation is more accurate and precise is also covered in this paper.
    Keywords: ergonomic evaluation; industry; building spaces; lighting; vibrations; illumination; acoustics; ventilation; productivity; quality.
    DOI: 10.1504/IJPQM.2020.10023882
  • Empirical Study of the Performance of Ontario’s Pulp and Paper Mills Using Bootstrap Data Envelopment Analysis   Order a copy of this article
    by Mohamed Dia, Shashi Shahi 
    Abstract: Ontario's pulp and paper mills have been facing extreme competitive pressures due to declining markets and low-cost competition from around the world, which have affected their performance and relative technical efficiency. This study uses a non-parametric technique, bootstrap data envelopment analysis, in analysing the operational efficiency of 23 pulp and paper mills in Ontario with sample data collected over a period of 17 years (1999 to 2015). The results indicate low levels of efficiencies due to the management of operations as well as the scale of operations, especially during the economic downturns. In addition, we noticed regional differences in the operational efficiencies of these mills. These results provide comprehensive details to mill managers to reallocated future resources.
    Keywords: Bootstrapping; Data Envelopment Analysis; Forest industry; Ontario pulp and paper mills; Technical efficiency.
    DOI: 10.1504/IJPQM.2020.10023952
  • Modeling Construction labour productivity using Evolutionary Polynomial Regression   Order a copy of this article
    by Zahra Zangenehmadar, Sasan Golnaraghi, Sabah Alkass, Osama Moselhi 
    Abstract: Construction projects are labour-intensive and labour costs are a substantial percentage of total budget. Impaired labour productivity causes an increase in construction project schedule. Labour productivity is one of the most frequently discussed topics in the construction industry, and modelling labour productivity by utilising different techniques has been getting more attention. It is a challenging task as it requires identifying the influencing factors as well as considering the associated interdependencies. This paper investigates the application of evolutionary polynomial regression (EPR) for modelling labour productivity in formwork installation. EPR is a data-driven hybrid modelling technique based on evolutionary computing and has been successfully applied to solving civil engineering problems. Results obtained from the EPR model were compared with the outcomes of three other methods: best subset, stepwise, and general regression neural network (GRNN). Results demonstrate the predictive superiority of the developed EPR model for nonlinear problems based on statistical performance indicators.
    Keywords: Construction Industry; Labuor Productivity; Loss of Productivity; EPR; Modeling; Regression.
    DOI: 10.1504/IJPQM.2020.10023977
    by Thu Ha Nguyen  
    Abstract: This paper presents the results of a study applying the Kano model for analysing, classifying, and prioritising customers’ requirements in the context of Vietnamese retail service. A questionnaire based on the retail service quality scale and Kano question form has been designed and collected data from 598 customers of Vietnamese supermarkets. The data has been analysed by Kano model and presented on the four quadrants of X, Y scatter. Analysis results indicate that among the 27 retail service quality attributes, 11 attributes are classified as must-be; five attributes for one-dimensional and seven attributes for attractive. Findings not only provide insight into how Vietnamese supermarket managers would satisfy and delight their customer satisfaction, gain the advantage competitive, and differentiate with their competitors but also prove that Kano model could be well applied with RSQS in the context of retail service environment.
    Keywords: customer satisfaction; quality; service; Kano model; RSQS; Vietnamese supermarkets.
    DOI: 10.1504/IJPQM.2020.10023983
  • What is the Role of Expert Intuition in Process Control?   Order a copy of this article
    by Venkat Pulakanam, Mark D. Hanna, Dirk Pons 
    Abstract: Rules of statistical process control (SPC) suggest that processes should not be adjusted by workers without an explicit data-driven management directive. By contrast, in many workplaces, workers are empowered to improve processes and seen as uniquely knowledgeable due to their experience in close proximity to the process. Thus, it absolutely is expected that operators will commit acts of personal agency as they apply their expert intuition. Based on observations of industry practice, we develop a description of expert intuitive process control (EIPC) and a conceptual framework which enables comparison of this approach to SPC and development of postulates regarding the contexts in which each approach is likely to be valued from a practical perspective.
    Keywords: Statistical process control (SPC); personal agency; tacit knowledge; expert; intuition; Expert Intuitive Process Control (EIPC).
    DOI: 10.1504/IJPQM.2020.10024048
  • Productivity and Quality improvement through DMAIC in SME   Order a copy of this article
    by Janardhan K. Reddy, Soundararajan Krishnasamy 
    Abstract: During the past three decades, researchers have been advocating the application of define-measure-analyse-improve-control (DMAIC) phases of Six Sigma concept to achieve productivity and quality improvement in small and medium enterprises (SMEs). In this context, the research reported in this paper was carried out in a SME by applying DMAIC phases in the production of the castings of a component called balance weight. While executing the DMAIC phases, it was found that green sand moulding process had to be replaced with shell moulding process to avoid the increase in hardness and rejection of castings due to pin hole defect. On implementing this solution, the productivity increased by 50.42 units per hour and the quality level increased from 3.2 sigma to 4.4 sigma. Altogether, it was found that DMAIC can be used in SMEs to achieve productivity and quality improvement so as to acquire competitive strength.
    Keywords: Quality; Productivity; Six sigma; DMAIC; Shell moulding.
    DOI: 10.1504/IJPQM.2020.10024055
  • Patient satisfaction in hospital emergency services: A perspective from the Portugal.   Order a copy of this article
    by Daniel Ferreira Polonia, Rui Diogo S. Santos, Ana A. C. Dias 
    Abstract: This research paper constructs and validates a conceptual model that identifies the determinants of patient satisfaction with hospital emergency services. The conceptual model is based on an extensive review of the literature on the subject and was validated by 400 interviews in four Portuguese NHS hospital emergency services. Analysis of the data revealed that there are five statistically significant variables that influence satisfaction, whereas satisfaction itself influences the loyalty dimension of the model. Although the sample was diverse and a significant number of patients were interviewed, the study only involved NHS users from one specific region of the country. Nevertheless, it proved possible to use the model to draw several managerial implications and these were analysed for ways in which patient satisfaction with the service could be improved.
    Keywords: Service quality management; hospital emergency services; patient satisfaction; patient loyalty; healthcare services.
    DOI: 10.1504/IJPQM.2020.10024098
  • Defining the weights of the EFQM excellence model criteria for different business sectors   Order a copy of this article
    by Yannis Politis, Evangelos Grigoroudis 
    Abstract: EFQM model is Europes most prestigious award for organisational business excellence given to the best performing organisations in Europe. The aim of this paper is to propose a multicriteria approach to assess the weights of the models criteria based on the specific needs of different business sectors. For this reason a two stage process is proposed. In the first stage, criteria weights are assessed according to the rankings of a set of organisations with different scores on the EFQM excellence model criteria given by business experts from specific sectors or and participants of the quality award. The second stage concerns modifications and additional information or restrictions given by EFQM experts in order to improve the robustness of the preference model estimated from the previous stage. Considering that little can be found in literature concerning a general methodology for the construction of sector specific models, the paper proposes a general approach to adjust the weights of the EFQM model criteria to better fit the specific needs of different business sectors.
    Keywords: European Foundation for Quality Management model; EFQM model; multiple criteria decision aid; MCDA; UTA method; group decision making; criteria weights; quality awards; business excellence.
    DOI: 10.1504/IJPQM.2020.10024522
  • Risk analysis on the current design of wooden-hulled boats with outrigger using fuzzy FMEA   Order a copy of this article
    by Miriam Bongo, Junny Ann Inot, Claitee Sebios 
    Abstract: In constructing wooden-hulled boats with outrigger, it is imperative to consider design factors that relate to safe operating conditions and sustainability. However, there exists no set of design failure modes in the literature specific to that of wooden-hulled boats with outrigger, thus, making it difficult for stakeholders of the maritime domain to understand fully the risks present in its design and construction. Therefore, this paper applies fuzzy FMEA to assess the risks involved in the design and construction of wooden-hulled boats with outrigger. The proposed methodology is applied in the Philippines, and it is found that high priority should be provided to failure modes pertaining directly to the type of wood used, being the primary component of wooden-hulled boats with outrigger, followed by failure modes specific on the design aspects. With such results, stakeholders are better facilitated on policies to be implemented to achieve an efficiently designed wooden-hulled boat with outrigger.
    Keywords: wooden-hulled boat with outrigger; fuzzy FMEA; risk analysis; safe boat operations.
    DOI: 10.1504/IJPQM.2020.10024642
  • Cable Insulation Productivity Improvement using Lean Six Sigma   Order a copy of this article
    by Fikri Dweiri, Samar Ishaq 
    Abstract: Nowadays organisations are finding innovative ways to improve customer satisfaction and increase profitability. This can only be possible if they continuously and effectively improve their products and processes. The purpose of this study is to improve cable insulation process using Lean Six Sigma (LSS). Define, measure, analyse, improve, and control (DMAIC) and failure mode effect and criticality analysis (FMECA) were used to identify one of the critical problems which is break and crack in insulation layer of cables in a case company. The design of experiment (DOE) was used to reduce the occurrence of break and crack in cable insulation. Three main factors (supplier, temperature and pressure) each with two fixed levels were considered. The result showed that supplier and temperature are the only significant main factors at the 95% significance level. All interaction levels were not significant as well as the pressure main factor. The results show that risk priority number (RPN), which is an indicator for productivity improvement, was reduced from 745 to 205. Also the experiment produced fewer defects that lead to improve productivity.
    Keywords: Performance improvement; production line; lean six sigma; FMECA; RPN.
    DOI: 10.1504/IJPQM.2019.10024650
  • Interactions Dynamics between the Performance Management System and the Quality Management System   Order a copy of this article
    by Mira Thoumy, Marie Hélène Jobin 
    Abstract: The purpose of this study is to characterise the dynamics between the performance management system (PMS) and the quality management system (QMS). We conducted a comparative case study between two university medical centres. We interviewed 41 participants from eight sub-units of analysis. We also conducted seven hours of meeting observations, 16 hours of management observations as well as a review of 46 documents that were submitted to us by the workers. Our results show that there are four types of possible interactions between the PMS and the QMS which are independence, antagonism, communication and collaboration. Moreover, there are three realms of interactions being the realms of structure, identities and practices. We found that the PMS and the QMS interact more in clinical units. The support services do not have well-developed performance and quality management. Also, the workers involved in operations are disconnected from the concept of performance.
    Keywords: Performance Management System (PMS); Quality Management System (QMS); Interactions; Dynamics; Hospitals; University Medical Center; Quality; Performance; Communication; Collaboration.
    DOI: 10.1504/IJPQM.2020.10024961
  • An internal cooperation as a driver of total quality management   Order a copy of this article
    by Gun Jea Yu, Hojin Jung, Kyoung-min Kwon 
    Abstract: Much evidence has been presented on the critical factors for total quality management (TQM) and its effect on firm performance. Studies aiming to understand TQM have examined the moderators on the relationship between TQM and firm performance. Among these moderators, cooperation among teams and departments has been highlighted but rarely empirically tested. Thus, the paper investigates the conditions under which the effect of TQM is intensified using a sample of 565 firms in Korea. We confirmed that TQM is positively associated with firm performance. In addition, the cooperative internal environment, including the levels of cross-functional team (CFT) and of collaboration between R&D and manufacturing departments (CRM), positively moderates the relationship between TQM and firm performance. This study contributes to the current literature on TQM by considering and testing the moderating effects of collaboration environments.
    Keywords: Total quality management; Cross functional team; collaboration between R&D and manufacturing departments.
    DOI: 10.1504/IJPQM.2020.10024969
    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
  • A modelling approach to assess the effect of technology on wheat farms performance in semi-arid areas   Order a copy of this article
    by Hayat Lionboui, Fouad Elame, Abdelghani Boudhar, Rachid Hadria, Brahim El Boukari, Tarik Benabdelouahab 
    Abstract: In order to improve socio-economic conditions in rural areas, the purpose of this study is to develop models for estimating wheat yield based on the use of agricultural inputs. The emphasis is not only on increasing production, but on economically efficient production that optimises productive resources. Thereby, a cost efficiency analysis for wheat producers was conducted based on a sample of 111 farmers in the Tadla Plain in central Morocco. To achieve this objective, two models devoted to wheat yield estimation in terms of costs and quantities of agricultural inputs were developed, based on stepwise regression approach. Furthermore, data envelopment analysis (DEA) method was used to analyse the cost efficiency of farms. Overall, this work separates the excess costs related to technical efficiency and economies of scale to cost efficiency in order to understand the type of actions that farmers can take to reduce production costs and ensure their resilience.
    Keywords: Wheat farm; yield model; data envelopment analysis; cost efficiency; performance; profitability; Morocco.
    DOI: 10.1504/IJPQM.2020.10025101
  • 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
  • The Effect of Total Quality Management Practices on the Performance of Enterprise Resource Planning Projects: The Case of Jordan   Order a copy of this article
    by Rateb Sweis, Rawan Suleiman, Neveen Androwis, Niveen Alsayed, Taghrid Suifan 
    Abstract: This paper aims at studying the relationship between the total quality management practices and the performance of the Jordanian enterprise resource planning projects. In this research, nine factors were used to measure TQM practices. The questionnaires were distributed to 27 companies. Exploratory factor analysis method was used to analyse data. Results indicate that TQM practices have a significant positive effect on the ERP projects performance, with a significant value for process control and information technology. Improving the performance of ERP projects is essential as ERP sector in Jordan is considered as an important sector. Research efforts related to implementing TQM in such organisations to improve their performance are rare. The importance of this study is that it inspects the relationship between TQM practices and the performance of ERP projects in Jordan while there are no research papers studying the effect of TQM practices and ERP projects performance in Jordan.
    Keywords: total quality management; Enterprise Resource Planning Projects; Performance; Jordan.
    DOI: 10.1504/IJPQM.2020.10025814
  • 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 
    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
  • A case study on Productivity Improvement in a Display Cases Manufacturing Industry   Order a copy of this article
    Abstract: At the present stages of economic development, one of the main components of successful industrial organization is planning productivity Increase in productivity either reduces the production cost or increases the output Productivity growth is becoming more important against a backdrop of market relations, because it allows company to stay competitive on the market and strengthen the social component in the development of society The purpose of this project is to analyze and implement lean manufacturing concepts in display case manufacturing industry and to improve its productivity At present situation industry is facing problem of low productivity due to increase in lead time in manufacturing of display cases, wastage in manufacturing process, underutilization of workspace and underutilization of human resources etc Due to low productivity the company was unable to meet the demand So, our objective is to improve productivity of industry to the best and effective manner In this project,
    Keywords: Productivity; Production cost; Lead time; Underutilization; 5s; Workspace; Plant layout; Process layout and Motion study.
    DOI: 10.1504/IJPQM.2020.10027969
  • 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
  • Productivity improvement of an electrical appliance industry by implementing lean manufacturing tools and a low-cost intervention (A case study)   Order a copy of this article
    by Ashish Singh, Anil Chaudhary, M.L. Meena 
    Abstract: The focus of Lean Manufacturing tools is the cost reduction by eliminating non-value added activities (waste, i e , Muda), thus, enables continuous improvement The purpose of this paper is to address the importance of value stream mapping (VSM) in a lean manufacturing environment in an Indian electrical appliance industry This research aims to highlight how lean tools can be utilized to reduce the bottleneck, meet customer demand and increase productivity A current state mapping study was conducted to find the areas of improvement Several lean tools were implemented to determine the production pace The study reveals that the wiring and connection workstation had maximum bottleneck value, hence, the customer demand was not met Furthermore, wireless connection as an intervention was introduced in the production process to reduce the bottleneck in the cycle time The improvement can be visualized through future state VSM.
    Keywords: lean manufacturing; value stream mapping; takt time; bottleneck process; productivity.
    DOI: 10.1504/IJPQM.2020.10028593
  • An Operational approach to gauge the lean performance in bias tyre manufacturing: a case study   Order a copy of this article
    by Anand Sasikumar, Padmanav Acharya 
    Abstract: Tyre manufacturing firms are facing a host of challenges such as global completion, pricing strategies and complex production process. Due to the complexity of tyre manufacturing process, it is prone to waste which result in non value added activities across the entire value stream. .The study is undertaken in a bias tyre manufacturing firm which is based in the South India The aim of the study is to devise a template to measure the leanness index of the firm .The template incorporates the eight types of wastes defined in lean manufacturing paradigm viz. overproduction, unnecessary inventory, waiting, transportation, processing, unnecessary motion, defects and underutilization of human resource. The results of the study indicate that the HR underutilization and motion are most detrimental wastes in bias tyre manufacturing, which is due to the high rate of absenteeism among workers in all the three shifts.
    Keywords: Lean Manufacturing; Bias Tyre manufacturing; wastes; lean index; case study; south India,.
    DOI: 10.1504/IJPQM.2020.10028602
  • 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.

  • 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 Improvement Using DMAIC in a Caravan Manufacturing Company   Order a copy of this article
    by Sharfuddin Ahmed Khan, M. Affan Badar, Mohammed Aljallaf Alzaabi 
    Abstract: This paper deals with productivity enhancement of a Caravan Manufacturing company located in United Arab Emirates. A continuous improvement technique: define, measure, analyse, improve, and control (DMAIC) has been implemented in the production department of the case company. A model was developed using Arena software to simulate the caravan manufacturing process and the proposed solution. The model was verified and validated. Control charts were also developed to control and maintain productivity in the case company. It was suggested to change caravan doors from wooden to aluminium. After thorough and careful analysis using simulation, it was found that the production of caravan increased from six per every three days to 11 per every three days. This resulted in increased profit of 500 AED (USD 135) per caravan, 600 more caravans per year and enhanced product life cycle. Moreover it resulted in saving cost, increased production, and product life cycle.
    Keywords: Productivity Improvement; DMAIC; Caravan Manufacturing; Pareto chart; Cause and effect diagram; Simulation; Control charts.
    DOI: 10.1504/IJPQM.2019.10028958
  • Proposal of a causal model to measure the impact of quality on industrial performance: A case study from Moroccan context   Order a copy of this article
    by Mohamed B.E.N. ALI, Saif Rifai, Said Barijal, Otmane Bouksour 
    Abstract: This article aims to measure the impact of quality practices (summarized in five practices: Leadership, Strategy & Planning, Human Resources, Partnerships & Resources, Process Management) on the overall performance (summarized in four axes: Customer, financial, Internal Process, organizational Learning) of the young manufacturing enterprises in the growth phase. Using structural modeling on a sample of 80 enterprises, we concluded that, generally, quality practices positively impact the overall performance. However, an invalid link was detected between ''Human Resources'' and ''Management Process". Also a weak association was noted between ''Partnerships & Resources '' and ''Management Process''. It should be noted as well, that these two practices (''Human Resources’’ and ''Partnerships & Resources'') had little indirect impact on performance. Indeed, to further improve the performance of the young enterprises, the owner-managers of such enterprises must seek constant improvement of quality practices especially those that have weak associations: ''Human Resources'' and ''Partnerships & Resources''.
    Keywords: Industrial Performance; Modeling; PLS; Quality practices; Young enterprises.
    DOI: 10.1504/IJPQM.2019.10028961
  • 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