International Journal of Productivity and Quality Management (100 papers in press)
Waste Analysis Framework for Lean Production: Pilot Study in a Healthcare Setting
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.
Managing arrival variability in healthcare services: Case of an out-patient department
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.
EMPIRICAL INVESTIGATION OF SUPPLY DISRUPTION IN PLASTIC SMEs
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.
A novel procedure to improve traditional EWMA control chart performance in detecting both small and large shifts
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.
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
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.
Impact of input parameters variability on surface roughness and density on laser sintered AlSi10Mg specimens
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.
Public Service Motivation and Job Performance: An Exploratory Study in Jordanian Municipalities
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.
NON-TRADITIONAL OPTIMIZATION APPROACHES FOR ECONOMIC DESIGN OF X? CONTROL CHART
by RAMAKANT SINHA, ABHIJEET GANGULY
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.
QUALITY FUNCTION DEPLOYMENT TECHNIQUE FOR BANKING THE UNBANKED: A CASE STUDY IN KARNATAKA
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.
THE WORKLOAD MEASUREMENT AND COMPARISON OF BANK TELLERS: A CASE FROM INDONESIA
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.
Determinants of the performance of insurance companies
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.
EFFECT OF ORGANIZATIONAL CULTURE ON ORGANIZATIONAL PERFORMANCE
by Leandro Pereira, Renato Lopes Da Costa, Luis Martins, Rui Gonçalves, André Rodrigues
Abstract: Todays 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.
Productivity Analysis of Education and Research Fields in Universities of Medical Sciences: A Case Study of Iran
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.
Maximizing availability of complex repairable systems and Flexible selection of performance parameter using PSO
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.
E-Government and Citizen Satisfaction in Jordan: EGOVSAT Testing Using Sem Approach
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.
Lean Six Sigma in Food Industry: A Case Study
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.
Design of Experiments and Monte Carlo Simulation based Prediction Model for Productivity Improvement in Printing Industry
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.
Resource Allocation for Implementing Strategic Quality Management Strategies in Pharmaceutical Industry in India: A Case Study
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.
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
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.
Servant leadership a strategic choice for organizational performance. An empirical discussion from Pakistan
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.
DECODING TOURIST SATISFACTION AND LOYALTY AT HOTELS: A CONFIRMATORY FACTOR ANALYTIC APPROACH
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.
Special Economic Zones in India: Establishment, Challenges, and Possibilities
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.
Quality Improvement with Fault Tree Analysis & Failure Mode Effect Analysis
by Elia Oey, Evelyn Soenartio
Abstract: : Defect reduction is a constant challenge for quality improvement in any organization. The research was a case study in a small firm performing chroming process for variety of plastic end-cups. The chroming process uses combination of paint spraying and metalizing. To improve their quality assurance process, the study assisted in identifying major failure modes and their root causes using Fault Tree Analysis. It was then continued with Failure Mode and Effect Analysis for quantifying risk priority for each failure modes. The results recommended the studied company to focus on failure mode Uneven Spraying, Incorrect Setting of Paint Output, Incorrect Setting of Spray Pressure, Dusty production area, and dusty oven, and suggested some control improvements against them.
Keywords: Fault Tree Analysis; Failure Mode Effect Analysis; Defect; Failure Mode.
Activity based costing in the public sector and non-profit organizations: Towards risk-based approach
by Bakhtiar Ostadi, Reza Zare
Abstract: The aim of this paper is to calculate the cost of public sector and non-profit services with ABC according to risk-based approach. It considers cost of risk factors associated with the training process. Firstly, the process of holding training courses was divided into four sub-processes. Secondly, potential risk factors identified and prioritized based on their likelihood and impact on cost factors which is done with FMEA and with expert opinions. Then, the cost of activity centers calculated under consideration risk factors. These were allocated to activity centers before and after the allocation of risk factors. The research findings are experimented in a non-profit training center and institution with one-day training course with 25 participants. The results of this study indicate that there are critical risk factors in the service delivery process which can affect costs.
Keywords: Cost management; Activity-Based Costing; Risk-based approach; Public sector; Services costing.
Measuring and Benchmarking Technical Efficiency of Indian Automobile Sector
by Supran Kumar Sharma, Shallu Sehgal, Vanshika Dubey
Abstract: The study seeks to analyse the performance of the Indian automobile industry through a diverse efficiency measure of Data envelopment analysis (DEA). DEA is applied for estimating performance of a set of Decision making units (DMUs) with the help of taking multiple inputs and outputs. The study applied the secondary firm level data of Indian automobile firms and attempted to estimates technical efficiencies and its components of the selected firms of the automobile manufacturing industry. The paper also intends to identify the input and output targets as well as slack and radial movements for the enhancement of technical efficiency. The study adopted solution based approach by framing profitability efficiency matrix through which one can analyse the behaviour of the both profitability and the efficiency combinations of the firms. This study also determines factors responsible for the inefficiency of the selected DMUs and suggests different measures for optimum utilisation of resources.
Keywords: Data Envelopment Analysis; Firms; Efficiency; Profitability; Automobile industry; Slack and Radial movements; DMU; India; Technical efficiency.
Interpretive Structural Modeling to evaluate the key barriers inhibiting successful implementation of Overall Equipment Effectiveness
by Sandeep Singh, J.S. Khamba, Davinder Singh
Abstract: The scope of study is to cover the critical and significant barriers in implementation of overall equipment effectiveness (OEE) through Interpretive Structural Modelling (ISM). Based on a common proverb If we cant measure it, we cant improve it, ISM is the competent approach to measure the significance of its various variables (barriers), their hierarchy and interdependency on each other. The barriers affecting OEE implementation may vary as per industrial sectors, but the goal would remain the same, i.e. to embellish the performance. Fourteen critical barriers of OEE implementation were analysed with the directions and guidelines of industrial and academic experts. In addition, ISM model is proposed for the key barriers. ISM may be used to understand the relationship between barriers. Once the behavioural pattern of barriers is determined through ISM, it is easy to predict the issues related to equipments maintenance and efficiency over a specific phase of time.
Keywords: Keywords - Key barriers; Overall Equipment Effectiveness (OEE); Interpretive Structural Modeling (ISM).
Multivariate Statistical Process Monitoring and Control of Machining Process using Principal Components based Hotelling T2 Charts: A Machine Vision Approach
by Ketaki Joshi, Bhushan Patil
Abstract: Machine vision offers imaging-based inspection and quality control. Principal components based multivariate statistical process monitoring and control facilitates monitoring of production, typical involving several quality characteristics, with a single control chart and identifying and diagnosing faults by signal decomposition. The paper presents principal components based multivariate statistical process monitoring and control of the machining process using machine vision for industrial components manufactured on conventional lathe machines. It involves extraction of critical dimensions and surface characteristics using image-processing techniques, data dimensionality reduction using principal component analysis, process monitoring and control using principal components based Hotelling T2 chart. Fault diagnosis involves decomposition of T2 statistic into contribution by individual principal components and their combinations, identification of out-of-control scenarios using decision tree and their physical interpretation to detect possible causes of errors for further analysis and control. The approach potentially offers an industry-ready solution to automated, economic and 100% process monitoring and control.
Keywords: Inspection and Quality Control; Machine Vision; Multivariate Statistical Process Monitoring and Control; Principal Component Analysis; Hotelling T2 Chart.
Analysing human and system related barriers of TQM in automobile industries using fuzzy DEMATEL Approach
by Ram Nath Yadav, Devendra Kumar, Ajay Kumar Sharma, Naveen Virmani
Abstract: Total Quality Management methodology has proved by many researchers to give magnificent results to both manufacturing and service industries. In todays globalised era, each and every industry is making meticulous efforts to survive in the marketplace. Industries are well aware of the fact that providing quality products to customers and achieving maximum customer satisfaction are the only key to success. In this paper, 17 potential barriers are identified by extensive literature review and the same has been validated by experts. The barriers are Lack of top management commitment, lack of funds, lack of advance manufacturing facilities, Employees resistance to change etc. Fuzzy Decision Making Trial and Evaluation Laboratory (DEMATEL) approach has been applied to analyse potential barriers so as to categorise them into cause and effect categories.
Keywords: Customer satisfaction; fuzzy DEMATEL; Quality; Value for money; Total Quality Management (TQM).
Process Improvement Using Lean Tools: A Case from Carpet Manufacturing Industry
by Vinod Yadav, Avanish Singh Chauhan, Bhavna Pandey, Ajay Rathore
Abstract: Lean manufacturing is widely accepted approach for process improvement and it is considered as universal production system. Although it has enormous application in many sectors; still Carpet industries have not benefited by this approach. Present study aimed to identify wastes in the carpet manufacturing industry and eliminate these wastes by implementing appropriate lean tools. Case study approach is used to identify the process improvement by implementing lean thinking in the case organization. This study will help the practitioners carpet industry, as it provides a framework for lean implementation. The implementation of lean tools has resulted improved operational measures like reduction of lead time, better utilization of workplace, decrease in material handling time and cost and increment in overall profit of supply chain. The study presents the real world case study which shows the theoretical and managerial implication of lean implementation in the carpet industry.
Keywords: Lean manufacturing; Process improvement; Case study.
The Role of Servant Leadership and Work Engagement in Improving Extra-Role Behavior and Teacher Performance
by Yustinus Budi Hermanto, Veronika Agustini Srimulyani
Abstract: The maximum performance of the teachers is a strategic key for schools to realise their organisation objectives. This study aimed to provide empirical evidence regarding several essential factors that affect teacher performance, i.e. servant leadership, work engagement, and extra-role behaviour. Besides, this study also investigated the direct and indirect effects of servant leadership behaviour on improving the performance of permanent teachers in high schools and vocational high schools in cities in East Java and the eastern part of Central Java. From the p-values<0.050, with all t-values> 2,000. T-test and path analysis, the following results were obtained: the practice of servant leadership principals directly and positively affect work engagement, extra-role behaviour, and teacher performance. The results of the tests proved that extra-role behaviour and employee performance could be improved through the practice of servant leadership and increased work engagement.
Keywords: Servant Leadership; Work Engagement; Extra-Role Behaviour; Teacher Performance.
Green Manufacturing: Detailed Literature Review and Pareto Analysis
by Mahakdeep Singh, Kanwarpreet Singh, Amanpreet Singh Sethi
Abstract: Indian market is growing globally but with this growth the risk to human life is also increasing as the environment is getting adulterated, this is majorly due to the pollution, this paper focuses on the review on the research of various researchers which is published in prominent journals focused on green manufacturing techniques by manufacturing Industries. Current manuscript focuses to investigate the available literature on green manufacturing (GM) in order to highlight the critical success factors (CSFs) affecting the implementation of green manufacturing. Study shortlists 41 studies that have already pointed the success factors for implementation of green practices. Further, Pareto analysis has been employed to sort and arrange the factors in decreasing order in terms of their occurrences in the literature. After analysis out of total 36 identified CSFs eight CSFs has been named vital few CSFs and 28 as useful many CSFs of green manufacturing.
Keywords: green manufacturing; GM; critical success factors; CSFs; Pareto analysis.
The relationship between innovation and kaizen culture among electrical and electronics manufacturing companies in Malaysia
by Siew Mui Kong, Rajendran Muthuveloo
Abstract: In the current dynamic business landscape, kaizen culture is crucial for organisations to hone their competitive edge and business sustainability. This study aims to examine the relationship between innovation and kaizen culture among electrical and electronics (E&E) manufacturing companies in Malaysia. The socio-technical systems theory underpins the research framework. A total of 123 responses were gathered from 123 E&E manufacturing companies and analysed with SPSS and SmartPLS. The findings indicated that kaizen culture can be nurtured through process innovation and organisational innovation to create a sustainable competitive advantage. However, it must be embedded into the business strategy if long-term advantage is to be achieved. Results from this study should enable practitioners of E&E manufacturing companies to prioritise types of innovation for nurturing kaizen culture.
Keywords: kaizen culture; innovation; process innovation; organisational innovation; electrical and electronics; E&E; Malaysian manufacturing companies.
Investigating the Impact of Organisational cohesion on Employees' Productivity of Mashhad Bus Organisation, Using the Adaptive Neuro Fuzzy Inference system (ANFIS)
by Zahra Nikkhah-Farkhani, Alireza Khorakian, Shookofeh Loghmani, Mina Bostani Rad
Abstract: Achieving the high levels of productivity is one of the most important ideals of managers. Organisational cohesion as an emerging concept which has many managerial requirements, is expected to contribute to improving employees productivity. This study used fuzzy neural networks (ANFIS) to measure this relationship which has more predictive power than other statistical methods due to its networking architecture and learning algorithms. The statistical population was all employees of Mashhad Bus Organisation (58 people). A questionnaire was used for data collection and the results were analysed using the ANFIS. The results indicated that although all aspects of organisational cohesion had an effect on improving employees productivity and by improving them, employees productivity would be increased, the components of fundamental values, leaderships style and coordination, would facilitate the impact of other components on productivity. It seems that they should be the prioritised on the top of the list in the organisations administrative transformation programs.
Keywords: organisational cohesion; employees productivity; fuzzy neuro network; adaptive neuro fuzzy inference system; ANFIS.
An ISM approach for lean implementation barriers in labor intensive Indian ceramic SMEs
by Dharmendra Singh, Jaipraksh Bhamu, Jagdish Bhadu, Kuldip Singh Sangwan
Abstract: Worldwide challenges and competition have urged manufacturing industries and organisations to upgrade their proficiency by implementing lean concept. A demographically suitable and reliable structural model of lean barriers has been developed, through which industries can increase their effectiveness of lean practices in labour intensive SMEs. Twelve critical barriers to lean implementation extracted from literature were analysed and validated after discussion with industrial experts/academicians. Interpretive structural modelling (ISM) technique was employed to observe the relationship amongst the barriers and Fuzzy MICMAC analysis was performed to identify a model based on hierarchy of these barriers. The results revealed that
Keywords: lean manufacturing; ceramic industries; barriers; interpretive structural modelling technique; ISM; fuzzy MICMAC analysis; labour intensive; small and medium scale enterprises; SMEs.
Ensuring Quality in Higher Education Institutions: Going Beyond Quality Assurance System
by ALBERTJUSTICE KWARTENG
Abstract: This paper aims to review the literature and clarify the misconceptions of the related quality approaches and quality terminologies to portray the need to go beyond quality assurance system in higher education institutions (HEIs) in Africa. Evidence was attained from the literature concerns the meaning of quality concepts from books and articles obtained from Google Scholar, ResearchGate and online libraries. The paper traces the evolution of quality and quality approaches and explains how the total quality management (TQM) should be the focus in HEIs of Africa. The stakeholders knowledge and understanding of the concepts of TQM principles and quality culture will enable them to have a clear picture of the quality management system in their institutions. We are in the era of TQM since the 1980s, however, HEIs in Africa are practicing the TQM with a feeble understanding of the entire quality concepts.
Keywords: quality concept; quality management system; QMS; total quality management; TQM; quality control; quality assurance; quality improvement.
Enhancement of the Efficiency of Internal Supply Chain Production System through Process-to-Process (P2P) Interaction
by Mohd Norzaimi Che Ani, Shahrul Kamaruddin, Ishak Abdul Azid
Abstract: In this paper, the effectiveness of the internal supply chain consisting of production layout has been investigated based on systematic approach of implementation hybrid production system in automotive manufacturer. Traditionally production layout was designed based on single concept of production system such as product-based, process-based or job-shop. But in automotive manufacturer, the hybrid production is more relevance due to the finished-goods product requires thousands of the child-parts and the integrated system between product-based and process-based is more suitable. However, this hybrid production system raises some of the hidden issues such as miscommunication between processes. This research has been conducted by reviewing these issues, and subsequently a systematic approach has been developed to improve the processes communication. The result shows significant impact where the production wastes were drastically minimised which is waiting time was improved from 14% into 11% and the line balancing had achieved the optimum rate which is 89%.
Keywords: internal supply chain; production layout; hybrid production; production system; line balancing.
The Ecosystem is Triple Helix a Pillar of Developing Entrepreneurship Orientation in the Handicraft Industry in Bali, Indonesia
by Ni Luh Wayan Sayang Telagawathi, Made Setini, Ni Made Suci, Ni Nyoman Yulianthini, Daru Asih, Ni Made Satya Utami
Abstract: The handicraft industry in Bali faces serious challenges in developing entrepreneurial orientation. Therefore, the purpose of this research is to examine the triple helix concept in locally cultured businesses. Data were obtained craftsmen in handicraft industry in Bali, through direct interviews, which showed the absence of entrepreneurial orientation. This study argues that the development of entrepreneurial orientation requires the synergy of the triple helix ecosystem which underpins the handicraft industry in Bali. Furthermore, craftsmen need the collaborative effort of the triple helix concept which comprises of academic, business, and government. However, the triple helix concept is unable to provide the required result due to inadequate capital and poor training. When the government acts as a source of contractual relations with stable interactions and exchange, the handicraft industries become production houses. In addition, the government is also a source of contractual relations that ensures stable interaction and exchange, while universities act as a source of new knowledge and technology. The synergy associated with these three sectors is a generative principle used to build a knowledge-based economy, which enables a tighter economic integration.
Keywords: synergy; entrepreneurial orientation; business ecosystem; triple helix; handicraft industry.
Development and Validation of Instrument for Service Quality of TQM Educational Institutions: External Customers Perspective
by ALBERTJUSTICE KWARTENG
Abstract: The study aims to identify quality dimensions, and provide valid and reliable measurement instruments for the service quality of TQM education institutions from the external customers perspective. The external customers of three traditional universities in a developing country were involved in the study. A five-point Likert scale 26-item instrument was developed to elicit information from the selected participants. Out of 1,050 questionnaires administered, 834 were returned with 819 being eligible responses with the response rate of 79.4%. Confirmatory factor analysis yielded same five principles with the 26 items which accounted for 71.3% total variance explained. The internal consistency with an overall KMO value of 0.97 indicated higher reliability. The instrument is found to be valid and reliable. Further studies could be done to capture more public and private universities for comparison. The instrument could be used periodically to assess the service quality performances by the education institutions.
Keywords: external customer; service quality dimension; factor analysis; internal consistency; expectation and perception; validity and reliability.
Lean manufacturing practices for enhancing Firm performance in medium enterprises: A case study from Indian context
by Sachin Saini, Doordarshi Singh
Abstract: The purpose of this paper is to highlight the importance of adopting lean manufacturing practices for enhancing firm performance in Northern India medium enterprise. Lean manufacturing is a versatile proven methodology for improving the flow and make the system of the organisation an efficient one. This study has been carried out in manufacturing unit of Northern India which was suffering from the high production lead time and enhanced demand for production. The present study assessed and evaluated the implementation status of lean practices i.e. 5s, TPM, supplier management and their impact on overall performance of the organisation. After implementing lean practices, rejections reduced from 7% to 3%, OEE improved by 10%, 20% reduction in inventory, enhancement of training programs from monthly to fortnightly and 100 % timely deliveries achieved for an organisation within period of 30 months. The paper is a perfect example of testing the popular methodology i.e. Lean manufacturing in real manufacturing environments.
Keywords: lean manufacturing practices; LMPs; cycle time; value stream mapping; VSM; small and medium enterprises; SMEs; waste.
Critical Success Factors of Total Quality Management Practices Using Pareto Analysis
by Kashif Ali, Satirenjit Kaur Johl
Abstract: In Industry 4.0, the concept of total quality management (TQM) has gained more importance. Because the survival of the organisation depends on better quality management. The objective of this study is to identify total quality management critical success factors (CSFs). To achieve this purpose the empirical articles from 1987 to 2019 were studied. The descriptive results are presented such as publication years, journal and sector-wise distribution, and analysis of methods. A quality tool Pareto analysis was applied to identify the critical success factors of total quality management practices. The thematic analysis of 91 empirical studies identified the 8 vital and 20 useful many critical success factors. Based on findings two research contexts need further attention; Industry 4.0 and sustainability. The outcomes of this study contribute to the total quality management existing body of knowledge that helps the researchers and practitioners to better understand total quality management practices from different perspectives.
Keywords: total quality management; TQM; critical success factors; CSFs; Industry 4.0; sustainability; Pareto analysis.
Determinants of Sustainable Growth in Indian Banking Industry: An ISM Approach
by Nikhil Dogra, Mohd Adil
Abstract: The importance of sustainability for nation building has recently drawn considerable interest from researchers. It is highly acknowledged in the literature that the acceptance of sustainable policy is a tool for the inclusive progress and growth of the economy. Although, manufacturing industry has received considerable attention as compared to service industry, sustainability at banks is the newest approach. The purpose of this study is to the key determinants that affects banks sustainability and then investigates the mutual relationships among these determinants. Interpretive structural modelling is employed to investigate the interrelationships among the key determinants. The results show that the environmental concern and social sustainability are one of the critical determinants related to sustainability at banks. The study findings have far reaching implications for bank management, scholars and other stakeholders.
Keywords: sustainability; banking industry; sustainability determinants; interpretive structural modelling; ISM; financial sustainability.
Developing strategies to prioritize and mitigate the risks occurring in Project Management Practices (PMP) for an agile organization
by Santosh Rane, Yahya Narvel
Abstract: The traditional methods of PMP lacked the capability of dealing with fast-moving, complex and varying environments. Later, with the emergence of agility as a concept of faster and flexible way of working emerged towards maximising the positive outcomes and enhancing the performance of the organisation in a highly volatile environment. There are a few risks associated with agility improvement of organisations which have been identified and prioritised in this research for strategising their mitigation. Various risks that agile organisations encounter were identified from the literature and also from the experts survey. The identified risks were further analysed using total-ISM and fuzzy-MICMAC analysis. Lastly, strategies were developed to mitigate the risks by leveraging Industry 4.0 technologies. Risk of replicating agile models, insufficient capability building, and intellectual property risks were identified as key risks leading to other identified risks. These risks need to be mitigated for having a flawless agile organisation.
Keywords: agile organisation; risks of agility; project management practices; business intelligence; Industry 4.0.
A hybrid decision making framework based on fuzzy PIPRECIA-fuzzy EDAS for failure mode and effects analysis
by Rajesh Attri, Akanksha Mishra
Abstract: The main purpose of current work is to propose a hybrid multi-criteria decision making (MCDM) based methodology for the prioritisation of failure modes based on their associated risk levels. In current work, a novel hybrid MCDM approach i.e. fuzzy pivot pairwise relative criteria importance assessment (PIPRECIA) integrated with fuzzy evaluation based on distance from average solution (EDAS) has been used to prioritise the different failure modes based on their risk levels. A case study of engine assembly process of tractor is presented to illustrate the demonstration of proposed hybrid MCDM based fuzzy PIPRECIA-fuzzy EDAS methodology. The results obtained by fuzzy PIPRECIA-fuzzy EDAS methodology are validated by the two different hybrid MCDM approaches i.e. fuzzy PIPRECIA-fuzzy ERVD method and Fuzzy PIPRECIA-fuzzy ARAS method. The results obtained by fuzzy PIPRECIA-fuzzy EDAS are quite similar to that obtained by fuzzy PIPRECIA-fuzzy ERVD and Fuzzy PIPRECIA-fuzzy ARAS method.
Keywords: multi-criteria decision making; MCDM; FMEA; PIPRECIA; EDAS; ARAS; ERVD.
A Case Study on the Service Quality Perception in a University Mall: Customers Perspective
by Ammar Moohialdin, Muhammad Saiful Islam
Abstract: This research addresses the application of an integrated approach for assessing customers perceptions and satisfaction of services in the university mall. The case study approach was conducted by surveying the customers response to the mall provided services. The gaps between customers perceptions and expectations are identified by applying an integrated approach of SERVQUAL and the emotion, cognition and behaviour (E-C-B) model. This study found significant correlations between the mall environment and customers perception of the quality metrics, including introduced products, customer arousal, customers pleasure and purchase intention. The outcomes of this study facilitate decision making for mall and university quality managers who are engaging in improving the shopping environment as well as product and service quality. This study is also significant for researchers concerned about understanding students expectations, satisfaction, and behaviours in university malls or similar service projects considering different environments.
Keywords: customers; SERVQUAL; E-C-B model; university mall.
Integration of Simulation Modelling and Lean Management to Improve Patient Flow at Outpatient Clinics
by Ahmed Shaban, George Ayad, Neamat G. S. Ahmed
Abstract: The outpatient clinics suffer from various inefficiencies such as long queues, long waiting times and low utilisation of medical resources. Simulation modelling and process improvement techniques have been applied separately to tackle such inefficiencies. This paper demonstrates how simulation modelling and lean management can be integrated to improve the patient flow and performance of outpatient clinics. The proposed framework for integrating lean and simulation consists of three main phases where the first phase includes the system description, data collection and analysis, and simulation model development and validation. In the second phase, the value stream mapping (VSM) is used to determine possible improvement scenarios while simulation modelling is employed in the third phase to evaluate the selected improvement scenarios. This framework has been applied to characterise and improve the patient flow in an Internal Medicine Outpatient Clinic (IMOC) in Egypt. The simulation of some improvement scenarios shows that the average patient time in system and average patient waiting time at clinic queue can be decreased by 64.20% and 71.65%, respectively; without the need for additional resources. Accordingly, the presented framework is a useful quantitative decision-making tool that can be adopted to investigate and improve the operating characteristics of outpatient clinics.
Keywords: healthcare; outpatient clinic; internal medicine; patient flow; waiting time; process improvement; lean management; value stream mapping; VSM; simulation modelling.
European Banking Groups Efficiency in a Decade: an empirical investigation on the Determinants
by Francesca Pampurini, Anna Grazia Quaranta
Abstract: After analysing the determinants of the best efficiency levels achieved by the Euro-Area banking groups, this paper suggests some managerial and policy recommendations. We employ a stochastic frontier model to measure the efficiency levels of the banking groups in the period 2009 to 2018. Then, with a cluster analysis, we identify the most relevant efficiency determinants of the best practice units. The results reveal that the main causes of the high level of efficiency are linked to the business model and to specific managerial choices. These research findings have great micro and macro implications in the light of the structural changes that are transforming the physiognomy of the banking system. Few studies focused on such a particular topic after the 2008 Global Financial Crisis; another strength of this study is that the analysis involves a period able to represent the complexity of the banking and financial markets in the last decade.
Keywords: efficiency; stochastic frontiers; cluster analysis; banking groups; strategic choices.
Design and validity of a holistic scale for service-quality self-assessments: A case study in service companies
by Jasmin Herrera-de-la-Barrera, Claudio Romano-Narvaez, María Iglesias-Navas, Alexander Pulido-Rojano
Abstract: Several scales are used to measure service quality after the provision of services. Customer evaluation is based on contrasting expectations with the perception of the service. Service companies require instruments to assess their readiness with respect to the quality of the service to be rendered. This paper proposes a construct based on variables defined in international quality models and service measurements. The content validity of the construct was calculated using the content validity ratio and index methods by forming the group of items that the instrument should contain, followed by a reliability test of the constructs measurement scale using Cronbachs alpha. The sample comprised 40 service companies. Results were analysed using descriptive statistics and exploratory factor analysis to demonstrate the instruments validity and reliability. The adoption of data reduction techniques made it possible to find homogeneous groups within the variables studied and three typologies or business clusters were identified.
Keywords: instrument; service quality; quality variables; factor analysis.
National Culture, Trust, Social Networking and Knowledge Sharing Within a Knowledge-Intensive Sector: A Mediation Analysis
by Jumana Ziad Al Zoubi, Samer Eid Dahiyat, Ahmad M. Obeidat, Naser A. Aboyassin
Abstract: The aim of this study is to investigate the effects of the four national culture (NC) dimensions of uncertainty avoidance, collectivism, power distance and masculinity on knowledge sharing. In addition, this study aims to examine the mediating effects of trust and social networking on the relationships between the four NC dimensions and knowledge sharing (KS). A theoretical model was developed, and a questionnaire-based survey was designed and targeted a knowledge intensive sector, namely the healthcare sector in Jordan. Findings show that collectivism and uncertainty avoidance were the only two dimensions found to have a positive and significant effect on knowledge sharing, trust as well as social networking. Both trust and social networking were found to have positive and significant effects on knowledge sharing. trust fully mediated the effect of collectivism on knowledge sharing and partially mediated the effect of uncertainty avoidance, whereas social networking was found to have a partial mediating effect. In conclusion, the study has contributed to the extant NC and KS literature by complementing studying a nations distinctive cultural traits on an organisational-level routine.
Keywords: national culture; trust; social networking; knowledge sharing; healthcare sector; Jordan.
Process Institutionalization Crowds Out Innovativeness? An Empirical Analysis on the Relationships Between ISO 9000 Adoption and R&D Expenditure
by Daphne L. M. Yiu, Hugo K. S. Lam, Cheong-leung Andy Yeung
Abstract: Much research from an organisational perspective suggests that process certifications such as ISO 9000 constrain firms explorative capability, crowding out research and development (R&D) activities. Yet, from an operations management (OM) perspective, process certifications like ISO 9000 should provide a well-established system, strengthening firms capabilities for both exploration and exploitation. In this research, we examine the impact of ISO 9000 certifications on R&D expenditure of firms and investigate how such an impact is moderated by different operating environments. We find that firms actually increase their R&D expenditure after ISO 9000 certifications. Our results further indicate that ISO 9000-certified firms are more responsive to the changing operating environments for their R&D investments. ISO 9000 certifications reduce R&D expenses more swiftly under turbulence but expand more significantly with operational slack. Our research indicates that ISO 9000-certified firms seem to be more responsive to external environments in controlling their R&D expenditure.
Keywords: R&D expenditure; recession; market fluctuation; operational slack; ISO 9000.
The Role of Equity on the Relationship between Job Evaluation and Employee Performance in Jordan Industrial Estates
by MOHAMED KHTATBEH, Anuar Mahomed, Suhaimi Ab Rahman, Rosmah Mohamed
Abstract: This study aimed to assess the extent of the mediation effect of equity on the relationship between job evaluation and employee performance. A self-administrated questionnaire was used to collect data from 646 employees working in the targeted industrial estates. The collected data was analysed using SPSS and AMOS software tools based on structural equation modelling (SEM). The results of the study indicated to a non-significant relationship between job evaluation and job performance. On the other hand, a significant relationship was found between equity and job performance as well as between job evaluation and equity. Moreover, the results of the study demonstrated a mediation role of equity on the relationship between job evaluation and job performance. The results of this study are expected to have a significant influence in filling the gap in the literature and enhancing employees performance accordingly.
Keywords: job evaluation; equity; job performance; Jordan Industrial Estates.
Measuring Level of Performance of Public Transport Sector: A Case of India
by Abhinandan Khajuria, Supran Kumar Sharma, Dalip Raina
Abstract: The purpose of this paper is not only to estimate the technical efficiency for different state road transport undertakings (SRTUs) in India but also to provide benchmark for inefficient SRTUs in order to push them to efficient frontier. The study also provides comparative analysis in order to estimate efficiency variation among SRTUs across the period of time. Both longitudinal and latitudinal data-based research is made by using input-oriented non-parametric approach of data envelopment analysis in order to estimate the different forms of efficiency scores for SRTUs. The longitudinal analysis concludes that two SRTUs out of 28 are technically efficient across the period of time. Through cross-section data and latitudinal analysis, the present study has estimated that one fourth of SRTUs are technical efficient. Analysis also provided results which are helpful in target settings for inefficient SRTUs by allocating them with peer groups and peers weights.
Keywords: data envelopment analysis; DEA; public transport; slacks; technical efficiency; non-parametric test.
Applicability of the balanced scorecard (BSC) in higher education institutions: Evidence from Jordan
by Mohamad Al-Dahiyat, Mohammad Altarawneh, Ismail Altkryty, Abd El-Majeed Majali
Abstract: This study contributes to the existing limited body of literature on the appropriateness and applicability of the BSC in higher education institutions (HEIs). It is considered among the first studies, at least in Jordan, which aims at investigating the applicability of the BSC in HEIs, with particular emphasis on a public university in Jordan. The case study methodology has been adopted utilising content analysis and questionnaire methods for data collection. The initial BSC model included 77 KPIs suitable for measuring the strategic performance of the case university grouped under seven perspectives. Using principal component factor analysis statistical technique, the study identified 45 KPIs, as the most important indicators, grouped under 15 components. The study recommends that higher education institutions in Jordan apply the BSC as a modern performance measurement system because of its applicability and appropriateness in enabling higher education administrators to manage their strategies, to attain institutional mission and strategic goals, and to improve accountability.
Keywords: performance measurement; balanced scorecard; BSC; performance management; university; key performance indicators; KPIs.
Factors inducing productivity: a qualitative and quantitative view of Portuguese companies
by Daniel Correia, Pedro Reis, Pedro Pinto
Abstract: This research aims to recognise the impact of communication, training, joint commitment, leadership practices, and corporate bonuses as productivity predictors. For this purpose, a questionnaire survey was used to obtain a longitudinal case study involving 147 semi-structured interviews with employees and managers engaging in different roles. Then, factor analysis and multivariate data analysis were used to identify the inductors of labour productivity along the hierarchical chain. The results indicate that regardless of the hierarchical level in which the responsibilities are performed, it was possible to identify labour productivity inductors. This works originality remains on a holistic approach of employee recognition, motivation, engagement, compensation, communication, training, leadership style, and company type as global potential determinants for labour productivity for SMEs. The main limitations stem from the statistical technique used (cross-section analysis) and the restricted geographic scope. This study provides management tools that help promote worker productivity and management efficiency regardless of their hierarchical level.
Keywords: productivity; motivation; human capital; leadership; management.
Navigating recruitment paradox towards human resource productivity through ambidexterity
by Mohammad Ali Mahbod, Arash Shahin, Ali Nasr Isfahani
Abstract: In human resource management, the first approach is to select and recruit an employee in accordance with the organisational goals and strategies. This study aims to identify the dimensions influencing the selection of an appropriate employee. It is typically a qualitative research based on grounded theory and in-depth and semi-structured interview. To collect data, 14 human resource experts have been interviewed by applying purposive sampling. Data analysis has been performed in three stages of open coding, axial coding and selective coding; accordingly, the research qualitative model has been designed. Findings indicated 16 core concepts, 25 categories, and 40 sub-categories that have been designed and explained in the form of a paradigm model including causal conditions, contextual factors, intervening factors, strategies, and consequences. Finally, the dimensions of human resource management in the field of recruitment were explained with the ambidexterity approach.
Keywords: human resource management; ambidexterity; recruitment; grounded theory; GT; Paradox; productivity.
Insights into customer online reviews of service quality in hotels: Evidence from Vietnam
by Ha Thu Nguyen, Anh Tu Thi Le, Hoang Nguyen, Phong Thai Le
Abstract: This study used online reviews on a well-known website that allows guests to generate reviews immediately after use of service, to provide a different and more realistic picture of hotel customer satisfaction in the hospitality industry. By combining quantitative and qualitative data, this huge data source was exploited to obtain significant amounts of valuable information for service quality improvement. Customer reviews of 106 hotels from 3-star to 5-star in Khanh Hoa, Vietnam provided additional evidence of the contribution of diverse service quality dimensions to customer overall ratings. Particularly, the main findings also pointed out the variability of customer overall rating and their evaluations of service quality depending on hotel segments and customers purpose of stay. From these results, hotel managers could draw meaningful implications of customising service quality aspects to satisfying customers and enhancing customer online scorings. Moreover, we emphasised the insights that online customer feedbacks brought to both researchers and practitioners.
Keywords: customer online reviews; customer ratings; tourism service quality; hotel industry; tourism service; customer satisfaction; sustainable tourism development.
Enablers and Barriers of the adoption of Lean System: A Mix Method Approach
by Muhammad Zia-ur-Rehman, Mhuammad Hashim, Hakeem-ur Rehman, Shahzad Iqbal, Sajjad Baig, Yusra Khalid, Ayesha Khan
Abstract: This study is based on exploring the lean manufacturing practices in Pakistans textile industries. This study adopts the triangulation method for deciding barriers to leans implementation in Pakistans textile sector. We used descriptive analysis for the interpretation of the data for quantitative analysis. We conducted root causes analysis through expert interviews and also identified enablers of lean implementation in Pakistans textile industry using qualitative and quantitative analysis. After the interview, we learned that poor leadership, insufficient preparation, unavailability of local experts, confusion, poor communication are crucial barriers to lean implantation. We have also identified drivers of successful lean implementation in lean. 5S is the most used tool in the local textile organisation. This paper examines the current situation of lean implementation in Pakistan. This paper highlights the leading causes in poor implementation of lean that can be addressed through the studys solution. This study could be a source of inspiration for small and medium-sized enterprises to apply lean in their organisation.
Keywords: lean practices; manufacturing textile industry; lean hurdlers.
An Empirical Investigation into the Impact of Product Quality Dimensions on Improving the Order-Winners and Customer Satisfaction
by Haitham Alzoubi, Gouher Ahmed, Muhammad Alshurideh
Abstract: The quality of product is a major element through which customers are attracted to purchase and as a result, companies gets in return the sales and profits. This study aims to investigate how product quality dimensions can improve the order winners from the case study of Apparel Group a leading retailer in Dubai, UAE. 155 customers were surveyed to collect the primary data to test the proposed hypotheses. The results show that performance, features, durability and perceived quality have strong relationships with order-winners, and all such elements improving the winning orders for firm.
Keywords: product quality; order-winners; customer satisfaction.
AIRLINE DYNAMIC PRICE PREDICTION USING MACHINE LEARNING
by Kushal Kumar Ruia, Utkarsh Daga, Aditya Tripathi, Maruf Nissar Rahman, SAURABH BILGAIYAN
Abstract: Nowadays, to optimise revenue, airline uses dynamic pricing techniques. Earlier demand was predicted by retrospective analysis of sales data across various sales channels. This technique becomes less reliable when the volatility of the market and competition increases. In this paper, different models have been built using machine learning techniques like regression which could predict the ticket prices of airlines based on features such as journey route, historical ticket price, etc. Along with this, the dependency of important features on accuracy has also been studied. An experimental study of this paper reveals that Regression algorithms can be used to predict airline price as the highest R2 score achieved on testing data is 0.85 using gradient boosting regressor. The objective of this paper is to understand the key features that affect the Airline price and compare the accuracy of the different machine learning algorithms with the selection of different features.
Keywords: machine learning; prediction model; air tickets prices; regression; R2 score; cross-validation.
Cycle time reduction in multi cavity injection mould through mould flow analysis and runner modification
by S. Jagadeesan, V. Umasankar
Abstract: Productivity in the injection moulding process is driven by the cycle time which is influenced by process parameters, the material being processed and mould design. In mould design, especially the feeding system such as runner and gating decide the flow of molten polymer material to reach the cavities without any resistance and blockage. The effective usage of software and analysis results in exploring the opportunities for reducing the cycle time. This paper is focusing on analysis and thereafter effect of changes in runner modification and mould flow which resulted in improvement in cycle time and increase in productivity. Investigations on the issues in the existing runner profile and filling pattern of the component during injection moulding and the established process of achieving uniform filling are presented. Filling, packing and cooling analysis were taken for the studies with various parameters while setting the mould in the injection moulding operation.
Keywords: cycle time; mould flow; cavity; filling; packing; cooling time; runner; warpage; optimisation; machine utilisation.
Application of heuristics for packing problems to optimise throughput time in fixed position assembly islands
by Thomas Henke, Jochen Deuse
Abstract: Accompanied with globalisation, companies are confronted with new competitors and price competitions. In order to meet these challenges manufactures strive to increase their efficiency throughout the value stream. Especially special machine manufactures assembling in fixed position assembly islands show a high non-value adding share, since their assembly and logistical processes are characterised by a low degree of standardisation and maturity. This leads to a high spread of throughput times and increases the risk of delivery delays. To improve this weakness, this paper presents an approach to increase the degree of standardisation and to lower and stabilise the throughput time. The new approach bases on heuristics for packing problems and applies them to the material supply. By that, the allocation of the supplied components is optimised, as a result of which search times and path lengths for walking and transporting are shortened and the value adding time share is increased.
Keywords: large scale production; fixed position assembly; fixed position assembly island; packing problems; rectangle packing area minimisation problem; RPAMP; strip packing problem; SPP; stack ceiling algorithm; heuristics; throughput time.
Technological development and mitigation of environmental impact through ISO 14000: a review
by Alejandro Barragán Ocaña, Paz Silva-Borjas, Katya Luna, María Del Pilar Longar Blanco
Abstract: The main purposes of the ISO 14000 series of standards are to provide organisations with guidelines to develop environmental management practices and to establish requirements for organisations to accomplish their technological progress goals while exerting the least possible impact on the environment. This study aimed to identify the actors, dynamics, and themes of interest around the implementation and use of the ISO 14000 standards. For that purpose, we carried out bibliometric and network analyses focused on the five-year period. Results showed, on the one hand, the number of publications, countries, and institutions producing related documents, in addition to the academic sources and areas of knowledge where ISO 14000-related studies are published; on the other hand, the network analysis was performed to identify concepts associated with this group of standards based on the keywords used in the reviewed literature. This allowed us to showcase different areas of opportunity related to establishing an environmental management system based on the ISO 14000 family of norms and defining future guidelines to mitigate environmental impact and strengthen sustainable development.
Keywords: ISO 14000 family; environmental management; technological areas; publication sources; environment; place of publication.
The influence of rewards and the organizational environment on employee retention
by Álvaro Dias, Sara Barros, Leandro Ferreira Pereira, Renato Lopes Da Costa, Rui Gonçalves
Abstract: The loss of a qualified employee reveals itself as loss, once the company has invested time and money in training, attribution of benefits, among others. Thus, understanding employee retention factors represents a key dimension in human resources management. However, the study of factors influencing employee retention still needs further consolidation, especially regarding the role of rewards and the organisational environment. Using survey data to test the hypothesis through PLS-SEM, the findings reveal that rewards are directly linked to the organisational commitment and employee retention. Organisational environment influences significantly and positively organisational justice and organisational commitment. Furthermore, organisational justice was found to have a positive influence on retention, and organisational commitment reveals a positive relationship with retention. The organisational commitment mediation effect was also identified in the relations between rewards and employee retention, and organisational environment on employee retention.
Keywords: rewards; organisational environment; organisational commitment; employee retention.
Smart Services Quality Scale (SMART-QUAL)
by Riham Adel
Abstract: Despite the increasing interest on smart industries, but research on smart services quality remains limited and focusing only on technological and engineering characteristics. Until now, little is known about customer expectations of superior smart services performance, which makes the identification of smart services quality from the customers perception an important research topic that is not yet considered in the literature. Therefore, this study aims to conceptualise smart service quality with a particular emphasis on the active role of customers co-creation in smart services. The paper updates the service quality literature by validating SMART-QUAL measurement scale suggested to be used within the smart context. The new developed measurement scale is composed of 13 items consisting of three dimensions namely: functional value, smartness level, and privacy control.
Keywords: innovation; internet of things; IoT; service-dominant logic; SDL; co-creation; quality; smart services; SMART-QUAL.
BAYESIAN MODIFIED GROUP CHAIN SAMPLING PLAN FOR BINOMIAL DISTRIBUTION USING BETA PRIOR THROUGH QUALITY REGION
by WAQAR HAFEEZ, Nazrina Aziz
Abstract: A useful technique in statistical quality assurance is acceptance sampling. It is used to take decision about the lot, either accepted or rejected, based on inspection of a random sample from the lot. Experts say that Bayesian approach is the best approach to make a correct decision when historical knowledge is available. Based on Bayesian approach; this study develops a Bayesian modified group chain sampling plan (BMGChSP) by using binomial distribution with beta prior. Two quality regions are found namely: probabilistic quality region (PQR) and indifference quality region (IQR). Acceptable quality level (AQL) based on producers risk and limiting quality level (LQL) based on consumers risk are used to select design parameters for BMGChSP. The values based on all possible combinations of design parameters for BMGChSP are tabulated and inflection points are found. The results expose that, proposed plan is a good alternative of the existing traditional group chain sampling plans.
Keywords: binomial distribution; beta distribution; acceptance sampling; quality region; producers and consumers risks.
ANALYSIS ON EMPLOYEES PERCEPTION TOWARDS ERP IMPLEMENTATION AND ITS IMPACT IN DIFFERENT ORGANIZATION
by Sushree Sangita Ray, SomabhusanaJanakiballav Mishra, Subhashree Dash
Abstract: Efficiency and flexibility are the need of the hour and organisations that are part of the dynamic industry need to get them updated and upgraded at every instance. Hence, it is essential for the organisations to bring about integration and synergy in their activities. This is possible through the utilisation of high-end software enterprise resource planning (ERP), is an essential tool that helps in performing all the business functions and processes in an organisation. This study revolves around understanding the perception of the employees of different organisation regarding the satisfaction level towards the implementation of ERP. The statistical tools like descriptive and inferential statistics were used to analyse the collected data. In terms of productivity and growth ERP has a positive impact on the organisation. This integrated system helps the organisation for the smooth functioning of departments and also helps in proper record keeping in a timely manner.
Keywords: enterprise resource planning; ERP; organisational culture; workflows; industry; customisation process; productivity; tools.
Quality Management System and ISO 9001:2015: a comparison between enterprises certified and does not certify
by Lucas Schmidt Goecks, Bruna Strapazzon Do Couto, Andre Luis Korzenowsk, Haroldo Macedo Fontoura
Abstract: Putting quality first is critical to a companys survival. To this end, several approaches were adopted by SMEs, highlighting the adoption of a quality management system based on ISO 9000. In this sense, this article aims to analyse SMEs differences with the quality certification implemented that they do not have. An exploratory, documentary, and descriptive characterise this study, using the case study to analyse the certifications. The research results supported the existing literature. Noting that SMEs certified by ISO 9001:2015 show improvements in quality management and competitiveness, while non-certified ones still lack standardisation. As a contribution, the research offers an understanding of the improvements associated with applying ISO 9000 quality certification concerning leadership, strategies and plans, customers, people, processes, and results in SMEs in emerging countries, demonstrating the importance of this.
Keywords: small companies; quality management; ISO 9001:2015; certification.
IMPROVING ORGANIZATIONAL PERFORMANCE THROUGH TQM IN AN INDIAN MANUFACTURING INDUSTRY: AN EMPIRICAL STUDY
by Pardeeep Gupta, Niharika Gupta
Abstract: The aim of this paper is to signify the TQM implementation methodology adopted by a leading tractors manufacturing industry namely XYZ Ltd. (name changed) of Punjab, India; examine the issues faced by the company prior to TQM; and investigate the effectiveness of its implementation. The industry started implementing TQM in 2008 with a purpose to counter business challenges for the realisation of its vision, i.e.,
Keywords: total quality management; TQM; business excellence; productivity; key performance indices; key management indices; quality; competitive; manufacturing industry.
Bolstering Measures for Adopting Lean Construction in the South African Construction Industry
by Matthew Ikuabe, Clinton Aigbavboa, Douglas Aghimien, Pretty Ramaru
Abstract: The South African construction industry has grown in leaps and bounds over the years despite the numerous challenges experienced. However, the perennial issues plaguing the industry still persist and efforts are being made to mitigate their occurrence. Lean construction as a strategic project management tool for construction activities and processes provides some latitude for the abatement of some of the issues facing the construction industry. This study seeks to empirically explore the propelling measures for the adoption of lean construction in the construction industry. With the aid of questionnaires, data was retrieved from the target population of the study which are construction professionals. Retrieved data was analysed with the appropriate method of data analysis. The outcome of the study coupled with the recommendations given provides a guide for the seamless espousal of lean construction in the South African construction industry.
Keywords: adoption; lean construction; construction industry; lean techniques; waste management; construction optimisation; South Africa.
Service Quality and Public Satisfaction with Indonesia's Tax Amnesty Program
by Khoirunurrofik Khoirunurrofik, Irfan Nurhadian
Abstract: Functional aspects have dominated the measurement of service quality. This paper investigates the perception of taxpayers on the quality of tax amnesty services and the factors influencing the quality of tax amnesty services using multi-dimensional aspects or multi- attribute constructs. Gronroos service quality model is used as the bedrock for the study, and structural equation modelling (SEM) informed the analysis of the data. A research questionnaire was used to collect data from 100 tax amnesty participants, and each latent variable was verified. The results show that both functional quality and technical quality positively and substantially affect image quality. Image and technical quality have a positive and significant influence on service quality perceptions, while functional quality has a positive but insignificant impact upon service quality perceptions. Further, the results reveal that service quality perceptions positively and significantly affect taxpayers satisfaction. The results advice policy design in delivering excellent services to taxpayers.
Keywords: tax amnesty; service quality; taxpayer satisfaction; Gronroos model; Indonesia.
The Challenge of Six Sigma DMAIC Project Integration in Tunisian Manufacturing Company: Case Study
by Kaouthar Lamine
Abstract: The aim of this empirical study is to illustrate the challenge in implementing Six Sigma project as well as the improvement of the manufacturing process through the DMAIC steps integration in Tunisian company. For this reason, a qualitative method based on a case study is employed to provide detailed information about the reality experienced by the company. Hence, the Minitab software is required in order to detect, resolve and improve the company process. The result shows the positive impact of Six Sigma integration on the company process; illustrated by the cut of non-quality costs, the waste of time and rework which leads to an improvement of product quality and boost of company incomes. Furthermore, this study enhances the research theory of Six Sigma due to the real case study outlining the DMAIC integration. Moreover, it presents a helpful guideline for the quality expert facilitating the scope of its integration. This study is original because it the first one which outlines the challenge of Six Sigma project implementation in Tunisian context.
Keywords: Six Sigma; DMAIC; case study; Minitab; Tunisian context.
An analytical approach of feta-cheese production line based on overall equipment effectiveness
by Panagiotis Tsarouhas, THEO VARZAKAS
Abstract: This paper aims to compute the efficiency of a manufacturing plant on the basis of overall equipment effectiveness (OEE) implementation in a traditional Greek feta-cheese production system. The analysis comprises the calculation of the most significant descriptive statistics, histograms and the boxplots. A practical process flowchart to maximise the OEE of an integrated manufacturing plant has been suggested. Moreover, the inherent availability, quality rate and performance efficiency factors, as well as the entire OEE, have been illustrated for every day and month. Maintenance time ratios at system and machine level have been determined to estimate the current maintenance strategy. The key purpose of the analysis is to locate the main vital machines in the manufacturing plant with the aim of evaluating and improving the OEE using effective management. Then, practical conclusions are made which require urgent intervention to increase the efficiency, productivity and the quality of the cheese industry.
Keywords: overall equipment effectiveness; OEE; productivity; quality; maintenance; reliability; feta-cheese production line.
Process audit in a beverage industry
by Sumesh Narayan, Rajeshkannan Ananthanarayanan, Devi Rengamani Seenivasagam, Kamendra Swamy
Abstract: Continuous improvement is the sustaining force for a company to ever stand in the market in every perspective. Particularly in the production process, a steady, quick and flexible flow has to be maintained. Although, the case industry has a vast market in Fiji to cater for the beverage need that indicates the product design is doing well, the process flow finding it challenging to cope up with meeting the demand continuously. Therefore, a process audit was conducted, and the data has been observed to carry out line efficiency and downtime analysis. The former analysis is carried out using upper bound approach; thereby possible optimised buffer stocks have been found out. Whereas the latter analysis is performed using some quality control tools at the bottleneck station, which helped to identify a significant few rather than many trivial issues that disrupt the process flow. Finally, the solutions are devised using brainstorming exercise.
Keywords: process improvement; line efficiency; downtime; bottleneck; QC tools.
Analyzing the Effect of Country of Origin on Customer Perception of Product Quality in Foreign Car Exhibitions in Iran
by Hadi Rezaei, Azarnoush Ansari
Abstract: One phenomenon that affects global trade is the concept of country of origin. Understanding the consumers assessment of a foreign product has a significant impact on identifying consumer considerations before purchasing that product. Although this process appears to be partly affected by the consumers level of familiarity with product features, the country of origin is still recognised as one of the influencing factors. The statistical population consists of the people who visited the exhibition of foreign cars. To analyze the data collected from the questionnaires and test the hypotheses, descriptive statistical tests and structural equation modelling were utilised using Amos 22 software. The results indicated that brand image, the country of origin, and country of origin exerted a positive and significant influence on the customers evaluation of car quality. Moreover, the customers evaluation of car quality had a positive and significant effect on customer perception of car quality.
Keywords: country of origin; brand image; car evaluation; customer perception; structural equations; Iran.
Design of Self-starting Multivariate Control Chart for Monitoring Patients Suspected to Bone Marrow Metastasis
by Mahmood Shahrabi, Amirhossein Amiri, Hamidreza Saligheh Rad, Sedigheh Ghofrani
Abstract: Nowadays, statistical process control methods are widely used in healthcare, especially for cancer patients, to help doctors in interpreting and diagnosing medical data. Since adequate data from patients with bone marrow metastasis are often unavailable, the researchers use a self-starting control chart. In this regard, using the self-starting multivariate control chart, we monitor the status of people suspected of bone marrow metastasis in the pelvic region. For this, using a two-dimensional discrete wavelet transformation, we extracted some features from the ADC and T1 magnetic resonance images of ten bone marrow metastasis samples. Out of these features, we selected six ones for final analysis. Then, using the self-starting SSMEWMA and SST2, we performed the simulation studies, as well as a numerical example, on the extracted features and evaluated the performance of the proposed methods in terms of average run length measure. The simulation results verified the appropriate performance of the proposed methods in diagnosing patients with bone marrow metastasis than non-metastasis ones.
Keywords: self-starting control chart; average run length; bone marrow metastases; feature extraction.
QM-Light, a proposed model for Quality Management in SMEs. Part 1: Developing the model
by Carolien Zegers, Alaa Garad
Abstract: Implementing quality management, while beneficial to all organizations, may be challenging for SMEs. Nevertheless, SMEs generate employment and contribute to innovation and sustainability, making them crucial to economies worldwide (OECD, 2017). We propose a model that helps SMEs to benefit from QM. We seek to answer key questions: 1) what makes the BE-models complex for SMEs to apply? 2) how can a QM light model improve the applicability for SMEs? In this part, we introduce the developed model while part II will introduce the empirical evidence after implementing this proposed model, which draws on our extensive practice as quality management senior practitioners, while insights on the effects of implementing QM light were gained from both theoretical perspectives and exploratory qualitative data. We address the low resource intensity, which affects the impact on performance and costs (ROI) for SMEs to implement QM, which should decrease the human and financial barriers.
Keywords: empowerment; leadership; business excellence; total quality management; SMEs; European Foundation for Quality Management; EFQM.
Tableau de Bord and Balanced Scorecard: knowledge dissemination in the hotel industry
by Maria Joao C. V. Machado, Catarina Rosa Nunes
Abstract: The aim of this study is to contribute to the knowledge regarding the dissemination of two methods of performance evaluation that promote information quality in the hotel industry: the tableau de bord and the balanced scorecard. As specific objectives, the following can be identified: to analyse the rates of knowledge dissemination about the TB and the BSC; and to identify the variables responsible for the diffusion of such knowledge. The data collection method used was a survey made to the financial managers of 4- and 5-star hotels operating in Portugal, through which we obtained 275 valid answers. The results lead to the following conclusion: the tableau de bord is very little known, while the balanced scorecard is known to most hotel managers; the research for explanatory variables show that the knowledge of these methods is associated with the financial managers individual characteristics, such as age and their academic degree.
Keywords: performance evaluation methods; hotel features; hotel industry; knowledge dissemination; balanced scorecard; tableau de bord.
Modelling the Enablers of Quality Management Practices Using ISM
by Mahesh Prabhu H, Pranith Prabhakar, Samhit Nayak, Sriram Pai, Gowrava Shenoy
Abstract: Quality plays a vital role in ensuring customer satisfaction in the recent era of globalisation and quality management practices play a crucial role in achieving quality standards. The purpose of this paper is to represent an approach to the effective implementation of quality management practices by identifying the subtleties between various enablers of quality management. A hierarchical model is developed using interpretive structural modelling (ISM) depicting the mutual relationships among the enablers of quality management practices. The analysis indicates that there is a category of enablers with high driving power and low dependency that needs full focus and is of strategic value, whereas another group consists of those variables that are highly dependent and are the resulting behaviour. The classification of enablers into independent and dependent variables would enable quality managers to concentrate on the important variables that are key in building a strong quality management system in the organisation.
Keywords: quality management practices; interpretive structural modelling; ISM; small and medium enterprises; SMEs; modelling; India.
Designing Chicken Feeder Aids Using Kano-Ergonomic Function Deployment (EFD) in West Sumatra Small and Medium Sized Enterprise
by Nilda Tri Putri, Nabila Humaida, Hilma Raimona Zadry, Maria Endo Mahata, Elita Amrina
Abstract: This study aims to design aids for layer chicken feeders in an ergonomic traditional coop using Kano-ergonomic function deployment (EFD). The integration of Kano model and EFD was used to identify design attributes that affect customer satisfaction and to translate customer requirements into technical requirements that are used to determine the priorities for the design of layer chicken feeder aids. The findings of this study are layer chicken feeder aids that are used with pushing movement to overcome musculoskeletal complaints, speed up work time, and reduce feed wastage. This design product is useful to facilitate the feeding of layer chicken as it can reduce musculoskeletal complaints, speed up work time, and reduce feed wastage so that work productivity can increase. In addition, the design of the resulting aids can be used as a reference by chicken layer livestock entrepreneurs to increase the productivity of their companies and especially their workers.
Keywords: livestock feeder aids; ergonomic function deployment; EFD; house of ergonomic; HOE; Kano model; musculoskeletal complaints.
Competence in Quality of Pharmaceuticals By Quality Benchmarking: A Conceptual Discussion
by Narayana Charyulu R, SANDEEP DS, Anupriya NR, Anoop Narayanan V
Abstract: Benchmarking is a strategic tool that can be used by companies for the comparison with their competitors for the acquisition of more information for the implementation of new processes for improving the effectiveness of the company. The pharmaceutical companies compete on many different levels from the developmental process of the drug to the marketing of the product. This article provides the applicability of the benchmarking process in different areas of a pharmaceutical company. This includes benchmarking of the product development process, quality management system, strategy, and marketing system, information service, call handling, stability testing studies, efficacy benchmarking, etc. Even though the benchmarking process is an effective
method for the improvement of the efficacy of the company, it affects the competitors by reducing their ability to commercially exploit their information and preventing others from acquiring the information. So, the benchmarking process undergoes some legal and ethical issues, which is governed by intellectual property laws and competition law.
Keywords: quality; benchmarking; pharmaceuticals; quality management.
Economic development of housing infrastructure of regions based on formation of building materials cluster
by Bayan Zhabytay, Nurlan Dosmaganbetov, Gulmira Kabdullina, Ziyat Kozhakhmetov, Ainur Yessenbayeva, Tolendi Ashimbayev
Abstract: There is a shortage of research dedicated to the economic link between building materials cluster and efficiency of regional housing cluster development. Our motivation lies in the scientific interest to fill this gap using the example of Kazakhstan as a country with significant volumes of construction. The purpose is to identify problems related to the economic efficiency of the clustering system implementation to ensure the development of housing infrastructure in regional economies and to justify the efficiency of its use. The research framework comprises graphical models of cluster-based development in the construction industry and typologies of associated problems that adequately reflect market conditions in Kazakhstan. The results demonstrate the possibilities of employing a cluster model into the regional strategies for the construction industry development and prove the importance of implementing the clustering system in solving narrower social problems such as housing problems and economic development of urban infrastructure.
Keywords: building materials cluster; clusters; clustering potential; clustering of regional economies; housing market infrastructure; regional development.
International Consensus on Data and Information Quality for Better Quality Decision Making in Higher Education Institutions
by Faisal Syafar, Halimah Husain, Edy Sabara
Abstract: The main objective of this study is to develop a structured and comprehensive framework and strategy for obtaining high quality data and information in Indonesian higher education (HE) institutions. This study employs three research methods. A three-round international Delphi study was used in the first year of the study (reported in this paper). A national survey and a case study will be conducted in the second and third years. The integrated framework and strategy for forming a better HE system will consist of the triangulation of the findings of these three methods. The most significant findings of the Delphi study were the key data and information quality (DIQ) dimensions related to HE; the DIQ together with the factors impacting the problems in HE from technological, organisational, and personal approaches; and a strategic way to identify and correct DIQ problems to develop better decision-making to improve the competitive advantage of the national education system.
Keywords: data quality; information quality; real-time; decision-making; higher education; data and information quality; DIQ.
Quality Mining: a New Approach for Managing Service Quality
by Behnam Khamoushpour, Abbas Sheikh Aboumasoudi, Arash Shahin, Shakiba Khademolqorani
Abstract: This study aims to propose a new approach for service quality improvement through simultaneous measurement of all data and indicators affecting service quality and related to each service along with each other, and to find the importance and relationship between these indicators and suggesting service quality improvement solutions. The proposed model named quality mining is based on data mining in service quality. As a case study, all the one-year services registered by the information technology service management (ITSM) system of a manufacturing company have been analysed. Clustering, correlation, and rule learner data mining methods have been used in the studied organisation. Findings indicated a direct relationship between the performance of the organisation and satisfaction regarding the services provided. The improvement suggestions presented for the studied organisation were related to the performance improvement of employees/functions. The factors affecting service quality were also determined.
Keywords: quality mining; service quality; data mining; information technology service management; ITSM; clustering; rule learning.
A Strategic Assessment of the Twenty Tens Barriers Preventing the Optimal Implementation of Lean Management in the Lebanese Construction Industry
by Mira Thoumy, Atef Harb, Claudette Hajj
Abstract: The purpose of this research is to present the major barriers that hinder the implementation of lean construction management (LCM) through a systematic evaluation based on a literature review of numerous journal articles followed by a statistical analysis of data from a survey of 244 observations by and interviews with professionals in the field. Despite their knowledge of the critical success factors, not all LCM adopters are successful in reaping the benefits of the implementation; in fact, several barriers have been minimising the chances of fully prosperous projects. For an effective integration of lean, companies should overcome the barriers faced during the implementation. A survey of Lebanese construction professionals was used to identify these barriers. The findings revealed five groups of barriers hindering the implementation of LCM. This study identified a new barrier that is related to the Lebanese industry which is using relationships to conceal mistakes and tolerate delays.
Keywords: lean; lean construction management; LCM; construction; barriers; implementation; hinder; success; pitfalls.
International Journal of Productivity and Quality Management (2006-2019)-A Bibliometric Study
by Santosh Baheti, Usha Lenka
Abstract: International Journal of Productivity and Quality Management (IJPQM) is a journal of international repute that publishes original and peer-reviewed research in the business management and accounting domain. The journal reached its 15th year of publishing in 2020. This study provides a comprehensive overview of 720 publications using bibliometric data analysis techniques. The study focuses on the contribution of IJPQM to the knowledge domain through the analysis of publishing trends, authorship patterns, dominant authors, prominent articles, nature, and industry of studies. Co-occurrence of all keywords, co-authorship, citation, and co-citation analysis of authors, countries, and institutions is performed through VOS Viewer software.
Keywords: bibliometrics; Scopus; citations; knowledge domain; productivity; quality.
The Culture Play a Key Role in Management Consulting Firms
by Renato Lopes Da Costa, Leandro Ferreira Pereira, Álvaro Dias, Rui A. H. Gonçalves
Abstract: Organisational culture assumes a fundamental part of the life of every organisation. The development of human resources management and its increasingly strategic role have shown the importance of organisational culture and its effects on multiple aspects of organisations. With the complexity and competitivity associated with the rapid changes of todays labour market, such importance becomes more determinant to the success of organisations. Therefore, the present article aims to understand the main factors that influence the organisational culture of management consulting firms and to develop an adequate model for such companies. This article is based on data from 15 interviews and 107 questionnaires responded by consultants with a variety of ages, positions, seniorities, from management consulting organisations, operating in Portugal, with several different intervention areas and that offer different types of consulting. The results and conclusions comprise information concerning the main factors behind the organisational culture in management consulting firms.
Keywords: organisational culture; human resources management; management consulting.
A comprehensive review of the National quality infrastructure framework
by Mesfin Demissie Woldecherkos, Birhanu Beshah, Frank Ebinger
Abstract: Scholars named national quality infrastructure (NQI) differently. However, the basic components and scope refer are similar. Studies also showed NQI is a little-explored topic. Therefore, this paper is instated to provide insight. With this, end the paper reviewed basic concepts, components, and the interrelationship among the NQI components. Moreover, NQI development models, benefits, and challenges are also included in the review. Different literature from different sources dealing with NQI was collected and reviewed. Findings showed that NQI represents the peculiar and joint application of all its components including technical regulation and intellectual property rights. However, the presence, functionality, and international and regional integration of each NQI component determines the efficiency and effectiveness of the system. This, ultimately promotes trade, innovation, and growth. Finally, besides the effort made by different NQI affiliated international and regional organisations to promote the concept, this review also strengthens the efforts to make NQI more visible.
Keywords: national quality infrastructure; NQI; standardisation; metrology; accreditation and conformity assessment.
Continuous improvement practice and the stages of service operations competitiveness: a hospital case study
by André Luiz Teixeira, Dário H. Alliprandini, Claudia Mattos
Abstract: This paper aims to study the relationship between the continuous improvement maturity level and the stages of service operations competitiveness, relating the abilities of each continuous improvement maturity level to the aspects that are inherent to each stage of service operations competitiveness in the hospital sector. This paper was developed by means of exploratory field research using a case study method in three hospitals. The findings of this study are innovative in the research field, as this research proposes a theoretical model that seeks to identify the relationship between service operations competitiveness and its continuous improvement maturity level. As implications, the results of this study suggest that hospitals that decided to implement continuous improvement programs have better capabilities to offer more competitive services and continuously improve their processes to better serve their patients.
Keywords: continuous improvement; service operations competitiveness; health care service operations; hospital service operations.
The external environment dynamics analysis towards competitive advantage and company performance: the case of manufacture industry in Indonesia
by Slamet Riyadi, Musran Munizu
Abstract: This study investigates the direct effect of external environment dynamics on competitive advantage and company performance. To analyse the direct effect of competitive advantage on company performance, this study also explains the indirect effect of external environment dynamics on company performance through competitive advantage as mediation variable. Primary data is collected by using a questionnaire, while secondary data is obtained from relevant documents. The number of samples was 267 manufacturing companies taken from the population based on proportional random sampling method. This study uses descriptive statistics, and structural equation modelling (SEM) as method of analyses. The findings of the study prove that external environment dynamics can increase competitive advantage. The external environment dynamics also can improve company performance. Then, competitive advantage can improve company performance. Moreover, external environment dynamics indirectly can influence company performance mediated by variable of competitive advantage. Company performance can be improved by improving the competitive advantage variable elements for getting best results.
Keywords: external environment dynamics; competitive advantage; company performance; manufacture industry; Indonesia.
Identifying Service Performance Gap: A Hospitality Management Perspective
by Praveen Dhiman, Sangeeta Arora
Abstract: Despite a plethora of studies on service quality gaps, the service performance gap has received less academic attention. The previous literature has found the importance of the service performance gap from the management standpoint, yet the independent study on the service performance gap is scant. Thus, the present study attempts to identify the service performance gap by evaluating managements perspective towards customer-contact employees service delivery performance. A field study was employed in the top ten luxury chain hotels of Northern India, targeting 200 management personnel. Using an exploratory factor analysis, this study reveals three dimensions of service delivery performance, namely functional, relational, and tangible aspects. Further, the results obtained from gap analysis show that the most prominent service performance gap identified, is concerning employees relational aspect, followed by functional and tangible aspects. The study offers valuable managerial implications to reduce the service performance gap accordingly.
Keywords: service performance gap; gap analysis; management perspective.
Application of total quality management to improve the quality of battery in India
by Mr. Tarak Kumar Sahoo, Dr. Priyabrata Mohapatra
Abstract: The work incorporated in this article provides a detailed analysis of total quality management done by different models including just in time, Kanban, risk management, system standard, quality circle, kaizen, 5S, etc. Where the main focus is given on the quality circle initiative which is implemented all over in many organisations. The main objective of the quality circle is to increases product quality, involvement in decision making, mutual help, customer satisfaction, etc. It increases employees satisfaction level and also increases involvement between inter-department. It helps the organisation to make defect-free products and also helps to reduce the cost by applying the quality circle methodology and it develops a positive attitude and feels a sense of involvement in the decision making processes of the services offered.
Keywords: quality engineering; total quality management; TQM; gap analysis; India.
Identifying Customer Perceived Value (CPV) Components and Their Impact on Customer Satisfaction. Using Big Data Analytics
by Sayed Mohsen Mousavi, Seyed Fathollah Amiri Aghdaie
Abstract: Perceived value means the benefit a customer receives for the cost he or she paid. In order to improve the value of the product or service offered to the customer and thus increase revenue and profits, businesses need to understand the factors that improve consumer satisfaction in a better way. In recent years, with the growth of online shopping, it has been possible to access data on consumers interests and expected values. This study aims to identify the components of customer perceived value and analyse its impact on customer satisfaction by using content analysis and customer feedback in cyberspace. For this purpose, 14,623 online customers reviews about smart TVs analysed by using big data analytics; as well as to extract value components the
Keywords: customer value; customer satisfaction; big data; latent Dirichlet allocation; LDA; machine learning.
STATISTICAL THINKING AND TECHNIQUES: USE AND BENEFITS IN MANUFACTURING COMPANIES
by Jose Toledo, Fabiane Letícia Lizarelli, Migue Angel Aires Borrás, Manoel Martins
Abstract: Statistical thinking (STk) and statistical techniques (STe) are closely related to improvement programs, but its routine application faces limitations and the reasons for this fact are poorly studied in the academic and managerial fields. This paper analyses the association between STk, STe and the benefits by this use with the characteristics of the companies and improvement programs. A web survey was conducted and a sample of 243 medium and large Brazilian manufacturing companies was obtained. The results show that there are groups of companies with different levels of use of STk and STe and perceived benefits and the differences are mainly associated with the importance of quality for the competitive strategy, the existence of formal actions for the dissemination and application of STk and STe and improvement programs use. The findings allow companies to direct efforts towards the use of STk and STe and generate greater benefits with improvement application.
Keywords: statistical thinking; statistical techniques; survey; improvement programs; manufacturing companies; quality; statistical; productivity; use of statistical approach; benefits.
Evaluating the Impact of Industry 4.0 Technologies on Medical Devices Manufacturing Firms Operations During COVID-19
by Sanjiv Narula, Surya Prakash, Harish Puppala, Maheswar Dwivedy, Vishal Talwar, Rajinder Singh
Abstract: There is a strong opinion about the impact of Industry 4.0 (I4.0) technologies on the operations performance of manufacturing firms. However, there are several challenges while evaluating such situations. Determining the significance of I4.0 technologies in the context of the pandemic situation must consider several criteria for exhaustive understanding. This study aims to determine the significance and impact of I4.0 technologies on medical devices manufacturing firms operations during the COVID-19 outbreak. The set of technologies of I4.0 is evaluated over productivity, quality, cost, delivery, health, and safety parameters using a fuzzy analytical hierarchy process. The study reveals that the significance of big data analytics, autonomous robotics, and industrial internet of things (IIoT) in the business continuity of medical device manufacturing operations during the COVID-19 outbreak is high. Cloud technologies, digital simulations and augmented reality follow the order.
Keywords: Industry 4.0; I4.0; COVID-19; pandemic; multi-criteria decision-making; fuzzy analytical hierarchy process; performance management.
Analysing productivity and finding solutions to improve productivity at the GLS plant of a selected lamp manufacturing factory in Bangladesh
by Md Shafiqul Islam, Muhammad Abdus Samad, Pradip Sarkar, Taufiqur Rahman, Mohiuddin Ahmed
Abstract: Bangladesh is emerging in many manufacturing industries. To ensure sustainable economic growth and compete in the global market, the industries should utilise their resources properly. Higher productivity ensures higher utilisation of available resources, i.e., man power, raw materials, etc. In this paper we have studied and analysed the productivity of a lamp manufacturing factory's GLS plant. The focus of the study was labour productivity and defects in the production floor. Labour productivity was measured and analysed using Kurosawa's structural approach for productivity measurement. It was found that the labour productivity is not up to the standard level. The reasons that reduce labour productivity and the factors for improving labour productivity were identified using questionnaires and observations. Occurrence of defects was analysed using Pareto analysis which helped to identify the vital defects. Using root cause analysis, cause and effect diagram was generated and the reasons of the defects were identified. Based on that, the solutions for reducing those defects were recommended. Some of the techniques that the lamp manufacturing factory can implement are work study, lean tools, JIT, Six Sigma and nominal group technique.
Keywords: Kurosawa approach; Pareto analysis; labour productivity; root cause analysis; cause and effect diagram; Bangladesh.
Assessing the ideology of total quality management towards hotel sustainability performance: empirical evidence using structural equation modelling
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. Hence, it is posited that the hotels in Malaysia are extremely concentrated on employee engagement in the implementation of TQM practices to accomplish sustainability objective.
Keywords: total quality management; TQM; sustainability performance; economic performance; social performance; environmental performance; structural equation modelling; SEM.
Inter-continental review for diffusion rate and internal-external benefits of ISO 9000 QMS
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; total quality management; TQM; external benefits; internal benefits; quality management system; QMS.
Method to appraise financial and productivity indicators in small and medium enterprises in the tourist lodging sector of Cartagena-Colombia applying discriminant multivariate analysis
by José Morelos Gómez
Abstract: This research article presents the results of the appraising of the financial and productivity indicators of the small and medium enterprises of the tourist lodging sector in the City of Cartagena-Colombia. The multivariate discriminant data analysis (MDA) technique was used to determine the significance and classification of the groups of selected variables within the group of 75 SMEs that reported their financial statements at the Cartagena Chamber of Commerce for the years 2015 and 2018. The findings found contrast with the sustained good performance for the analysis period of the financial indicators, gross margin (IF1), operating margin (IF2) and net margin (IF3) and productivity, operating profit ratio and added value (IP2), added value ratio and working capital (IP4) and operating profit ratio and working capital (IP5). This is evidenced by the marking out and contribution of the tourist lodging sector in the business economic dynamics of the City of Cartagena.
Keywords: productivity; financial indicators; discriminant analysis; tourist lodging sector; small and medium businesses; Colombia.
Knowledge integration mediate the influence of quality management practice on organisational performance
by Sri Wartini, Wisnu Untoro, Joko Suyono, Mugi Harsono
Abstract: The aim of this study is to examine the influence of quality management practices (QMPs) on organisational performance mediated by the role of knowledge integration. Data were collected via a survey to 205 leaders of universities in Semarang. We used Smart PLS Program to analyse data statistically. The results 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. The limitations of this study are due to differences in research objects such as institutional characteristics and strategies used so as to produce research results that are different from the results of previous studies and do not involve employees and students as part of the academic community so that the representation of respondents to assess performance is not optimal. Future research can develop tests of other dimensions of quality management practice so as to contribute to the improvement of strong organisational performance.
Keywords: organisational performance; quality management practice; QMP; knowledge integration.
Value engineering and cost of quality: an integrated framework
by Enas AbdAllah, Noha Mostafa, Mansour Abou Gamila, Hesham Elawady
Abstract: The technological and industrial development and the customers' aspiration to get products and services with high quality have led to an increase in the competition between industries and service organisations. The value of a product or a service can be improved through improving its function, quality and/or minimising 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 products or services by raising the level of quality while maintaining or reducing the 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; COQ; framework; job plan; quality management; quality costs; process improvement.
The influence of psychological factors on customers information search behaviour
by Seyed Fathollah Amiri Aghdaie, Ali Kazemi, Seyed Hesamaldin Mahdavinia
Abstract: Assessing the dimensions of psychological factors and their influence on customers' behaviour can provide valuable information for the customers and help managers. This study is going to examine the influence of psychological factors on customers' information search behaviour in regard to preference and select domestic or foreign brands in women's clothing industry. The authors in this research presented a conceptual model for answering this question: Which psychological factors influences more on information search behaviour and for what reasons consumers of this industry prefer domestic products rather than foreign ones and vice versa? The results of this study will help women's clothing providers to create willingness in customers to choose domestic products instead of foreign one. The results demonstrate that all of the psychological factors have positive effects on customer's information search behaviour.
Keywords: consumer behaviour; psychological factors; domestic brand; foreign brand.