International Journal of Services and Operations Management (146 papers in press)
Simulation of Cutting Corners Chain in Healthcare Services
by Alireza Pooya, Ali Alizadeh Zoeram, Zahra Naji Azimi, Ali Vafaee Najar
Abstract: The purpose of this study is to simulate the cutting corners chain as a criterion in controlling the quality control of health services. These services are in a healthcare chain based on human resources (HR). This chain study included three clinics in a specialised hospital, whose doctors were considered as service providers. In this study, system dynamics (SD) approach is used for simulation. After modelling and formulating the problem, the validation of the designed model was confirmed and based on the simulation results; appropriate policies to match supply and demand were established. Also methods to cope with cutting corners chain were identified in a dynamic environment. They are based on sensitivity analysis, changes in patient arrival rates and human resources service capacity. The designed model with some slight changes could be used in hospital management in the field of human resources management, with a dynamic and systemic thinking, either as a unit or as a healthcare service chain.
Keywords: Cutting Corners; Human Resources; Service Capacity; Simulation; System Dynamics.
Multi-Manned Assembly Line Balancing Using Exact Solution Approach -A Case Study of a Tricycle Assembly Line
by ASHISH YADAV, Sunil Agrawal
Abstract: Multi-manned assembly lines are designed to produce high volume products. In this paper, multi-manned assembly line balancing problem (MALBP) is addressed in which a group of workers simultaneously performs different tasks on a workstation. A tricycle company data is used to solve the problem with the objectives of minimising the cycle time and number of workstations. The problem is solved in two stages. In the first stage, the problem is solved with the objective of minimising the cycle time. The output from the results obtained is used in the second stage to minimise the number of workstations. A mixed integer programming formulation for the problem is proposed and is solved using Lingo 16.0. Since multi-manned assembly line balancing problem is NP-hard, it is first tested on a set of test example problems and is later on applied to solve the tricycle case study problem. The results show that the numbers of workstations are reduced which leads to a reduction in the number of workers and idle time.
Keywords: Multimanned assembly line balancing problem (MALBP); Mathematical model; Case study problem; Lingo 16 solver; Optimization.
Strategic Service Innovation in Sports Industry: Case of Korean Professional Baseball League
by So Ye Yang, Paul Hong
Abstract: This paper investigates how service innovation in the sports industry improves its competitiveness and public reputation. Through innovative marketing of professional league activities, active recruitment of professional coaches and players from major countries and creating passionate team-driven cheering culture, Korean Professional Baseball League has changed the landscape of team sports - baseball in particular. This paper examines the success factors of service innovation from the industry development stage and individual career growth perspective. Lessons and implications are discussed.
Keywords: service innovation; sports industry; Korean professional baseball league; recruitment and remaining practices.
Blood Supply Chain: The impact of Facility Location and Inventory Allocation Decisions for Non-Blood Inventories
by Mohan Gopalakrishnan, Srimathy Mohan
Abstract: The availability and delivery of blood can make the difference between life and death; hence, the blood supply chain must have smooth inventory flows. We examine how to accomplish this by analysing non-blood inventories, which are the supplies needed for blood collections, testing, and storage. We investigated non-blood inventory pre-positioning through a research partnership with the American Red Cross (ARC). The goals for the research project were to optimise the ARC's facility location and inventory allocation decisions. Using data from the ARC, we empirically formulated a fixed-charge model to solve the location-allocation problem. The results indicated that the ARC should both shut down and construct warehouses to attain cost savings of 9%. We also conducted sensitivity analyses with respect to demand and cost. Finally, we review our contributions to the literature on humanitarian logistics and blood supply chain, and we conclude by outlining future research opportunities.
Keywords: Humanitarian logistics; blood supply chain; prepositioning; fixed-charge model.
A Fuzzy Mathematical Programming Model for Sustainable Supply Chain under Competition and Uncertainty Environment
by Abdol Hamid SafaeiGhadikolaei, Mojtaba Aghajani, Hassan Ali Aghajani, Mohammad Valipour Khatir
Abstract: In this paper, a fuzzy mathematical programming model based on the Nested model is proposed to design a sustainable multi-product, multi-period supply chain network (including three parts of the procurement, production and distribution) under the competition and uncertainty conditions. Sustainability measures are carried out using previous studies and the Supply Chain Operations Reference (SCOR) model is extracted in each of the sustainability dimensions and then localized using the Fuzzy Delphi method. In order to determine the relationship between indicators and the importance of each index, DEMATEL method is used and then the obtained fuzzy model is converted into a crisp one. To demonstrate the efficiency of the model, a real example is presented in the refractory industry. Finally the results are analyzed and suggestions are presented.
Keywords: Sustainable Supply Chain; Nested model; Competition; Uncertainty; SCOR model; DEMATEL.
Customer Satisfaction and Loyalty in Malaysian Resort Hotels: The Role of Empathy, Reliability and Tangible Dimensions of Service Quality
by Guru Prabhakar, Si Ni YEONG, Dan Knox
Abstract: This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dimensions (tangibles, reliability, responsiveness, assurance and empathy) have a major role in affecting customer satisfaction and loyalty in relation to resort hotels. Questionnaires were used to collect quantitative data for this research by deploying a random sampling strategy to invite 136 hotel guests to complete the survey. The key findings indicate that empathy, tangibles and reliability have significant roles in affecting overall customer satisfaction in the Malaysian resort hotel sector but that responsiveness and assurance were not significantly influential. Empathy was the most significant predictor of customer satisfaction among all of the dimensions, and customer satisfaction has a positive relationship with customer loyalty in this context.
Keywords: Service Quality; Customer Satisfaction; Customer Loyalty; Hotel Industry; Malaysia.
Work -life Balance of Women Professionals: Impact and Implications
by Sangita Dutta Gupta, Mafruza Sultana
Abstract: Women play a significant role in development of any economy. An economically strong society can be built only if women are provided with equal opportunities as men. The Mc Kinsey report has shown that companies with more women in decision- making areas tend to do better than companies with less women representative. Thus, it is imperative that women participation in work force increases. This has positive impact on economic growth of the country. Data was collected through primary survey. The questionnaire was circulated among the women professionals and they were asked if they were able to fully exploit their potential to meet their aspirations and maintain work life balance. The study identified important determinants of work life balance. Another survey was conducted among HR of different companies to understand about the gender inclusive policies of their organizations. The study has important implications for the future research and policy measures.
Keywords: Women; Work life balance; Economic Growth; India.
Service Quality and Student Learning Outcome of Higher Education, Mediated by Student Satisfaction in Bahrain Universities
by MAHMOOD AKBAR, Mohd Helmi Ali, Syed Shahalam
Abstract: Todays competitive nature of higher education is enormous, such that service quality is seen as a useful strategic tool for improving student learning outcome The ideals must be pursued for any higher education to attain global best practices or stand the risk of poor academic performance and enrolments deficit The purpose of this paper is to examine the role of service quality in higher education and student learning outcome in private institutions in Bahrain Furthermore, the paper aims to determine the mediating role of student satisfaction on the relationship between service quality and learning outcome In order to test the objective, a quantitative survey approach was adopted in this study where PLS-SEM was used for data analysis The results indicated that service quality significantly influenced students learning outcome where student satisfaction mediated such a relationship. The findings will help managers or administrators of higher education groups to gear up for effective quality service delivery systems in order to improve student academic performance. It is recommended therefore that universities and higher education institutions be student centric and invest hugely in modern technology to teach and assess student performance, from the point of admission to graduation.
Keywords: Service Quality; Students satisfaction; Learning outcome; Higher Education.
Impact of Student Perceived Service Quality and Faculty Transformational Leadership on Student Satisfaction and Student Motivation: An Empirical Study
by Mahesh Prabhu H, Nikhil Agrawal, Dhruv Sangwan
Abstract: Higher education institutes play a crucial role in the all-round development of students. The campus infrastructure, academic facilities, administrative support, international collaborations play an important role in a students success. Extant literature also suggests that leadership style adopted by the professor also impacts student motivation and student satisfaction. Thus, this paper studies the impact of student perceived service quality on student motivation and student satisfaction in higher education institutes in India with leadership style adopted by the faculty as a moderator. A survey is conducted among students of higher education in India to capture their perception about service quality of their institute, satisfaction, motivation and leadership style of the faculty member. Structural equation modelling was used to analyse the data. Results indicate that service quality significantly influences only student satisfaction but not motivation and leadership style of the faculty does not moderate the relation. Conclusions are drawn and implications are highlighted to enhance students experience at higher education institutes.
Keywords: Service quality; Transformational leadership; Higher education; Student satisfaction; Student motivation; India.
Modeling a Multi-Objective Problem for Emergency Response in Disaster Management: Emphasizing on Mitigating the Impact of the Delay in the Crisis severity
by Mohd Anuar Arshad, Arshad Mahmood, Muhammad Salman Shabbir, Ahmed Faisal Siddiqi, Mazhar Abbas, Gadir Sleimany
Abstract: Crises occurred due to the unexpected incidents significantly influence the society. Therefore, the availability of appropriate implementation programs in a truly critical context will strengthen the foundation of society in 2 M.A. Arshad et al. all areas, in one hand and, greatly reduce the financial losses, human casualties, and social, economic and environmental disruptions, on the other hand. Dispatched units should effectively be allocated and scheduled to reduce economic losses during the response phase. This article addresses the crisis logistics, including the processes of estimation, storing and distribution of goods, equipment, services affected people and relief teams, which must be delivered at the right time and in the right place to the appropriate extent and in a scientifically accurate manner with the least problems. This research presents a mathematical multi-objective model for managing natural disasters with a dispatch and control approach in emergency situations and different emergency situations are discussed with crisis management.
Keywords: Disaster Management; Emergency response; Timing; Force Dispatch and Control; Math modeling; Multi-objective model.
Using Time Motion Study to identify the determinants of Patient Satisfaction and impact of Long Appointment Wait Time: An Empirical Case of Radiology department
by Amandeep Dhaliwal
Abstract: Long waiting time is an annoyance to the patients and it leads to negative perception of service provider. The study examined the determinants of patient satisfaction index with imaging services being provided by the healthcare provider with an emphasis on the waiting time and service time and overall average waiting time for the patients in Radiology department. A cross-sectional time study was conducted using single blind observance of patients who visited the radiology department. Further, Root Cause Analysis (RCA) of the factors leading to longer wait time was undertaken. The results revealed that longer waiting time was negatively associated with patient satisfaction regarding several aspects of the care they received. It is not always possible to prevent dissatisfaction with waiting times by increasing resources such as increasing staffing. However, Corrective and Preventive Action (CAPA) based best practices and recommendations are outlined to ensure lesser waiting time and higher patient satisfaction.
Keywords: Patient satisfaction;Time Motion study; Waiting time;Productivity; Root Cause Analysis (RCA);Corrective and Preventive Action (CAPA).
Impact of implementing TPM Based Tool Cost Management Approach in Indian Manufacturing Industry
by Pardeeep Gupta, Sachit Vardhan
Abstract: The aim of this paper is to examine the impact of accomplishing Tool Cost Management Approach in a reputed tractors manufacturing industry situated in Punjab, India with an objective to reduce the manufacturing cost. This company started losing its market share, revenue and operating margins after 2004 because of growing intensive competition within the country. High tooling cost was one of the cost factors towards higher manufacturing cost and to overcome this high tooling cost the company introduced the concept of Tool Cost Management. The Company remained successful in reducing cost of tools, tool inventory, and machine waiting time for cutting tools. Tool Cost Management approach helped the industry in reducing use of variety of cutting tools by 44%, tool cost reduced by 33.6%, tool inventory lowered by 73.45 % and machines waiting time for tools reduced by 77.8% within a period of three years.
Keywords: Total Productive Maintenance; Business Excellence; Tool Cost Management approach; Tooling cost; Manufacturing cost.
Exploring the Impact of Orientations on Hospital-supplier Collaboration: An Empirical Study
by Santanu Mandal, Sreejith Nair, Arjun Sreedhar, Uthra Vijeshwari
Abstract: With increasing complexity in healthcare service supply chain operations, there is a dire need to critically examine the enablers of collaboration in a hospital-supplier setting. While studies have stressed the importance of collaboration in service SCs, still the importance of strategic orientations are yet to be explored in the development of hospital-supplier collaboration. We focused on four such strategic orientations relevant for healthcare SCs: technology orientation, supply chain orientation, learning orientation and environmental orientation in developing hospital-supplier collaboration. Furthermore, we also explore the inter-relationships among these orientations. Perceptual responses collected from 92 hospital managers were analysed using SmartPLS 2.0.M3. Results suggested technology, supply chain and learning orientations as prominent enablers for hospital-supplier collaboration. Environmental orientation may inhibit the collaboration process if both parties do not agree on environmental issues. Implications were provided for theory and practice.
Keywords: healthcare; collaboration; orientation; technology;supply chain.
Building Supply Chain Resilience in Supply Chain Disruption: The Role of Organizational Ambidexterity
by Nishant Agrawal, Rajesh Jain
Abstract: The purpose of this research work is to study supply chain resilience with the help of organizational ambidexterity and to understand the moderating role of ambidexterity between supply chain resilience and supply chain disruption. The paper, for the first time, proposed a new term Zone of Ambidexterity, which explains to keep a balance between exploitation and exploration. We have proposed a conceptual model to study supply chain resilience through ambidexterity to mitigate supply chain disruption. Through conceptual model, this study provides a comprehensive view of theoretical as well as conceptual understanding. Based on the conceptual findings, research explains the relationship among organizational ambidexterity, supply chain disruption, and supply chain resilience, which open new area of research in the field of management as well as provide a unique perspective on their conceptual relationship. As per the authors best knowledge, there is no research proposing the Zone of Ambidexterity for competitive advantage.
Keywords: Supply Chain Resilience; Organizational Ambidexterity; Supply Chain Disruption; Competitive advantage; Resource Based View; Dynamic Capabilities; Zone of Ambidexterity.
Knowledge Base and BOTs- Redefining Workforce Estimation Model
by VARSHA DEB, Vasudha Vashisht, Nidhi Arora
Abstract: Workforce estimation has always been a challenging task for service organizations. The revenue and profits are directly impacted by the number of resources deployed, thus accurate workforce estimation becomes a key objective for any service. With time many organizations are taking leap in implementing BOTs or implementing Knowledge Base for reusability, the workforce estimation also needs changes. This paper first presents application of forecasting models to estimate the workforce requirement for an IT service organization. As many organizations are promoting the culture of knowledge reuse, this paper later presents how the same model can be modified to forecast the workforce when an organization implements a Knowledge Base (KB) for resolving customers requests / incidents. A detailed implementation of this model is presented using MS Excel. The model presented is generic in nature and can be reused by other organizations having similar type of work or requirement.
Keywords: Knowledge Base; KB; forecasting techniques; forecasting error; workforce forecasting; knowledge reuse; ITSM; ITIL; time series; customer relationship management; Service Level Agreement; SLA.
The Effect of Intellectual Capital on Organizational Performance: Evidence from Iran
by Soroush Avakh Darestani, Shahrokh Banihatam
Abstract: The purpose of the present study is to investigate the effects of structural factors such as intellectual capital and factors dependent on resourcebased view on organisational performance. The research statistical population is consisted of pharmaceutical companies located at Rasht Industrial Zone. Structural equations using SPSS22 and SMART PLS2 software were utilised to data analysis. Seven out of the eight hypotheses presented in this study, including the impact of intellectual capital on organisational performance, the impact of intellectual capital on dynamic capabilities, the impact of dynamic capabilities on competitive advantage, the impact of dynamic capabilities on service capabilities, the impact of dynamic capabilities on organisational performance, the impact of dynamic capabilities on organisational performance, and the impact of competitive advantage on organisational performance were statistically confirmed. Also, the impact of service capabilities on organisational performance was not confirmed in pharmaceutical companies located in Rasht Industrial Zone.
Keywords: intellectual capital; organizational performance; service capabilities; dynamic capabilities; competitive advantage.
Analysis of a multi echelon supply chain network with Erlang replenishments, (s,S) inventory policies, lost sales and Poisson external demand
by Alexandros Diamantidis, Despoina Ntio, Michail Vidalis, Stylianos Koukoumialos
Abstract: This manuscript examines a serial multi echelon inventory system with , stages The last stage satisfies Poisson external demand that is equal to one product unit Each stage of the system places orders to its immediate upstream stage based on a reorder point-order quantity inventory control policy (s,S) The replenishment rate of every stage to its immediate downstream stage follows the Erlang distribution with K phases It is also assumed that if a stage has no sufficient inventory to fully satisfy an order made by its downstream stage, then the order is not completely fulfilled and the rest product units of the order are lost A continuous time Markov process with discrete states is used to analyze the examined system The creation of the transition matrix for any value of the system parameters can be achieved by applying the proposed algorithm.
Keywords: Continuous review inventory policy; Supply chain management; Markov processes; Performance evaluation.
The Effects of Total Quality Management (TQM) Practices on Sustainable Performance: Perspective from Malaysia
by Kit Yeng Sin, Muhammad Shahar Jusoh, Choon Ling Sim
Abstract: This study seeks to investigate the relationship between total quality management (TQM) practices and sustainable performance. Data were collected from 4- and 5- stars hotels in Malaysia from June to December 2018. Based on a sample of 121 valid responses, empirical results indicate that TQM practices have significant and positive impacts on sustainable performance, encompassing economic performance, environmental performance and social performance. These practices could be considered as critical quality management factors that significantly contribute to sustainability goals. This study enriches the literature on quality management and sustainability management, as well as provides some important insights into the effective allocation of resources to achieve sustainable development goals.
Keywords: total quality management; sustainable performance; hotel.
Implementation of Kaizen a Lean Manufacturing Tool in a Surgical Equipment Manufacturing Industry
by Shaman Gupta, Pankaj Chandana
Abstract: Kaizen is an important process improvement tool which is used in several situations with equal efficiency. It is versatile and is used across different industries and at different functions within an organization. Kaizen as a tool is successfully used to improve the processes and enhance the outcomes. The benefits of kaizen implementation are seen in the form of improved effectiveness and efficiency owing to a highly organized workplace, higher visibility across the organization and improved safety and enhanced employee morale among others. The present case study focuses on the implementation of the Kaizen in a scientific equipment manufacturing industry to help them perform better. The paper, which is a systematic analysis of literary resources leading to the implementation of kaizen is immensely useful for people from the industry and academia alike.
Keywords: Lean Manufacturing; Kaizen; Principles; Continuous Improvement; Case Study.
Web Analytics Applications, Opportunities and Challenges to Online Retail in India
by Vikas Kumar, Ogunmola Gabriel Ayodeji
Abstract: Online retailers need to understand and track the consumer behaviour on their website to generate profits With the multi-channel growth of online retail, it has become very much critical to analyse these behaviours and correspondingly plan their operations Web analytics has offered a number of tracking and analysis opportunities to the retailers, rather than just creating a sense from huge amounts of periodic batch data The insights from such analytics can be used to direct, optimize, and automate their decision making to successfully achieve their organizational goals Present work discusses the different categories of web analytics, along with their implementation and management perspectives Web analytics strategy implementation process has been outlined along with the commonly used web analytics tools A comparative analysis of the popular web analytics tools has been presented to indicate the specific choices Also, the present day challenges and opportunities have been presented.
Keywords: Web Analytics; E-Commerce; Online Retail; Online Shopping; Big Data; Business intelligence.
Modelling queues at ferry stations: principles and application
by Iñigo L. Ansorena
Abstract: It is well known that the flow of passengers at ferry stations is characterised by random variations following ferry schedules. Recognising the need to manage congestion, an approach based on queuing models is proposed. The motivation for this type of modelling comes from the short term, where the knowledge of bottlenecks is essential for efficient facility management. An empirical case study is presented to explore the effectiveness of the queuing model and reveal waiting times, service times, queuing duration and service levels. The methodological framework proposed in this paper sheds new light on service points and is therefore a good starting point for improving processes at peak times. In addition, the queuing model can be used to simulate more complex scenarios in the future.
Keywords: queues; ferry station; waiting times; queue lengths; level of service; waiting area; Jackson network.
Prioritization of Barriers in Implementing Sustainable Practices in Public Healthcare Sector: An integrated DEMATEL, ISM and PROMETHEE Model
by Rajagopalan Sridharan, E.N. Anilkumar, Ram Kumar
Abstract: Implementation of sustainable practices in healthcare sector is important due to environmental and social impact of hospital operations. In the present study, the barriers in implementing sustainable practices in the public healthcare sector are prioritized using an integrated DEMATEL-ISM-PROMETHEE approach. The barriers are identified through literature review and discussion with experts from the public healthcare sector in an Indian state. The inter-relationships between the various barriers were identified through the DEMATEL methodology. The driving power and the dependence power among the barriers were obtained using the interpretive structural modelling method. Finally, the prioritization of the barriers was achieved through the PROMETHEE method. The study shows that lack of support from supply chain members, lack of commitment from top level hospital management and ignorance about government rules and regulations among employees are some of the significant obstacles in adopting sustainable practices in the public healthcare hospitals in the Indian state.
Keywords: Healthcare; sustainable development; DEMATEL; ISM; PROMETHEE.
Competing Value Framework Model of organizational culture and job performance? An examination of the mediating role of HPHR practices
by Ali Zeb, Nor Hazana Abdullah, Misnah Misnah, Majeed Bin Othayman
Abstract: This study reported the relationships between Competing Value Framework (CVF) model of organizational culture and job performance through the mediating role of high-performance human resource (HPHR) practices. A quantitative research approach was adopted and data was collected through structured questionnaires from employees working in public telecom company in Pakistan. The Partial Least Square Structural Equation Modelling was employed for the analyses. The results of the study showed that three culture typologies of CVF; adhocracy, market, and culture have significant effects on job performance while hierarchy culture has an insignificant influence on job performance. Extensive training and incentive reward partially mediated the relationships between market culture and job performance. Furthermore, relationships between clan culture, market culture and job performance were partially mediated by selective staffing and extensive training. The CVF model of organizational culture provides a supportive framework for enhancing job performance through HRPR.
Keywords: Organizational culture; HPHR practices; Job performance; Telecom Industry.
Deciding on inventory allocation policies in the auto parts Brazilian distribution chain
by Fabio Cardoso, Maria Lucia Galves, Jose Vieira
Abstract: The purpose of this paper is to evaluate the decision regarding whether to centralise or decentralise the stock of auto parts in Brazilian context. Extensive research was conducted regarding stock allocation policies, with a focus on centralisation and decentralisation, whereas the criteria for this decision were actually validated according to the opinion of Brazilian dealerships. A survey of 119 dealers revealed the important criteria for decision making using the analytic hierarchy process (AHP) approach. Our results demonstrate that dealerships assign high importance to delivery lead time, quality and flexibility in the delivery process from automakers. The results reveal that the simple trade-off between service level and inventory cost does not offer a definite distribution net design regarding stock allocation policies. This paper contributes by showing the criteria relate to different types of stock allocations influence the decision regarding whether to centralise an auto parts distribution chain in Brazil.
Keywords: Stock Allocation; Service Level; Transportation; Automobile industry.
DEVELOPMENT, MEASUREMENT AND VALIDATION OF CUSTOMER CHURN SCALE IN INDIAN MOBILE SERVICES
by Rajeswari PS, Suganthi P
Abstract: Indian mobile services endeavour the second largest stand in the worlds rank with the proliferated subscription. Mobile operators surface ceaseless competition with a vibrant market scenario as customer churn rates are acute. The study inducted to develop measures and validate the scale of customer churn in the Indian mobile services sector. A total of 1,102 customers were surveyed and structural equation modelling was instrumented to authenticate the reliability and validity of the customer churn scale. Price, corporate image, service quality, and customer relationship management have emerged as significant factors to influence the churn behaviour of customers in the Indian telecom sector. Even though mobile operators devise proactive strategies by investing and devising customer retention campaigns, they could not resist the ascending churn rates. This research paper recommends a validated scale to predict the customer churn in Indian mobile services sector as it is proliferating as well as the exponent in predominant churn rates. This unique study would encompass the contribution to the comprehensive development of customer churn scale in the Indian mobile services sector.
Keywords: Customer Churn; Mobile Services; Corporate image; Price; Service Quality; Customer Relationship Management.
Do Inventory Dynamics Predict Stock Returns? An Empirical Examination of Indian Manufacturing Firms
by Lamay Sabir, Tariq Aziz
Abstract: Purpose: This paper aims to examine the relationship between inventory dynamics and long-term future stock returns in the Indian stock market both at the aggregate market and industry-level Methodology: The authors follow the portfolio formation methodology to probe the link between inventory metrics and stock returns Findings: The results show that higher abnormal inventory growth is associated with lower future stock returns This effect is heterogeneous across industries and exists primarily in automobile, textile, agriculture products, and plastic products industries Further, inventory turnover exhibits a weak relation with the future stocks returns implying that this information is already incorporated in the prices Practical implications: The results show that abnormal inventory growth contains information regarding future stock returns and hence this result has implications for investors Originality/value: This study extends the empirical literature on the relationship between inventory related metrics and stock returns in general and fills the empirical void in
Keywords: inventory management; inventory dynamics; long-term stock returns.
DEVELOPMENT, MEASUREMENT AND VALIDATION OF CUSTOMER PERCEIVED VALUE (CPV) SCALE IN INDIAN FINANCIAL SERVICES SECTOR
by Suganthi P, Muthulakshmi A.P
Abstract: The purpose of this research is to analyse the dimensionality of the concept of customer perceived value in the banking and financial services sector. A total of 300 customers of financial entities were surveyed and structural equations models were used to verify the reliability and validity of the scale of perceived value. Perceived value is found to be a multidimensional construct composed of five dimensions: technology, professionalism, physical environment, emotional value and social value. A scale of overall perceived value in financial services was obtained, composed of five dimensions and represented by 22 items that are significant for their measurement. The validated scale can help the managers and strategists in the banking and financial services sector to frame marketing strategies according to the perceived value of their customers. As no other study with comprehensive development of a multi dimensional perceived value measurement scale was identified, this study recommends a validated scale to measure the customer perceived value in Indian banking and financial services sector.
Keywords: customer perceived value; CPV; value dimensions; banking and financial services.
Analysis of post-harvest supply chain impediments for rural employability and waste reduction
by Srikanta Routroy, Girish Kant Garg, RAHUL PRIYADARSHI
Abstract: The tremendous amount of economic losses, welfare losses and distress among the farmers due to produce spoilage and quality losses are a few major concerns in the Indian post-harvest supply chain (PHSC). A study for identifying and analysing the impediments in the post-harvest supply chain was performed to minimise them. The interpretive structural modelling (ISM) was applied on the identified impediments to analyse the interactions among them and matrix cross-reference multiplication applied to a classification (MICMAC) analysis was used to categorise the impediments into four clusters on the basis of driving and dependence power. The key impediments obtained from the analyses are lack of government support, lack of transportation infrastructure and lack of fixation of minimum support price and its revision are to be improved with time to improve farmer profitability, rural employability and waste reduction. These impediments appear at the bottom in structural analysis thus hold a prime value among the identified impediments. The utility of this study is stated in the practical implications section, i.e., adaption of value addition practices for onion to reduce the spoilage ratio.
Keywords: impediments for PHSC; value addition; vertical integration; ISM-MICMAC.
VMI Adoption in Automotive Industries: Two Different Perspectives
by Mohammad Juned, Jamal A. Farooquie
Abstract: Vendor managed inventory (VMI) is a collaborative approach to manage inventory-related issues. In this method, the vendor has the privilege and accountability of stock replenishment decisions through consistent automatic inventory or sales data from the buyer. This study attempts to explore critical VMI factors among the buyers and the vendors in Indian automotive supply chains. An attempt is made to compare how professionals and academia perceive VMI implementation. Two separate questionnaires formulated one for the corporates and another one for the academia. The Wilcoxon signed-rank test employed for comparing corporates (buyer & vendor) and academic view towards VMI. Further, the t-test used to investigate any significant difference for challenges and facilitators between the buyers and vendors. The outcomes from this study may help the automotive industry make a positive and efficient relationship between buyers and vendors and thus enhance the supply chain efficacy.
Keywords: Vendor managed inventory; automotive supply chain; Wilcoxon signed-rank test.
Buffer size evaluation in a bottle plant production system: a comparison between different solving methods
by Daria Battini, Ilenia Zennaro, Serena Finco, Riccardo Aldrighetti
Abstract: The Buffer Allocation Problem (BAP) is a crucial research issue in designing manufacturing systems. Several methods have been proposed including simulation modelling, exact and heuristics approaches. Simulation is usually time-consuming and requires expensive software; analytical approaches necessitate specific knowledge that is uncommon in companies, especially among small-medium enterprises (SMEs). Thus, practitioners generally develop empirical methods based on their experience, to get buffers size with easy-to-use procedures. This paper proposes a comparison between three BAP approaches: an empirical method, a simulation method, and an experimental formula, all applied in a real case study. Simulation approach leads to a great optimal solution, but it requires to buy the software and time to build the model. The empirical method requires a shorter time but the buffer size results in severe additional costs. Finally, the experimental formula proves to be a good trade-off between the obtained buffer size and the efforts addressed its application.
Keywords: Buffer Allocation Problem; Discrete Event Simulation; Automatic Production Lines; Experimental models; real case application.
An empirical study on warehouse automated materials handling equipment adoption in Malaysian Warehousing Sector
by Siti Norida Wahab, Muhammad Iskandar Hamzah, Zhen Xiang Khoo, Wen Sheng Yau
Abstract: This paper aims to test factors that influence automated material handling equipment (AMHE) adoption within the warehousing sector. Following a quantitative field survey involving warehouse operators in Klang Valley, Malaysia, the study collects a total of 100 responses. Data were analyzed using Structural Equation Modelling. Findings reveal that perceived trust, perceived benefits, and perceived costs have no statistical impact on AMHE adoption while management support, external pressure and knowledge have positive effects on the same outcome. Furthermore, different levels of knowledge were found to have polarized interaction effects on the direction of the relationship between perceived trust and AMHE adoption intention. Hence, this paper provides useful insights for warehouse operators on the importance of having sufficient knowledge of AHME in warehouse operations. Besides, warehouse operators' management needs to emphasize in allocating its resources in terms of investment and technology, towards AMHE adoption.
Keywords: material handling equipment; automation; warehousing; sustainable warehouse; industrial development; technological advancement.
Impact of Internal Marketing on the Customer Perceptions in SMEs
by Ahmet Demir
Abstract: Most of the studies in the internal marketing and customer perceptions relations have conducted survey questionnaire only to employees It is estimated that this methodology increase the risk of biases in evaluation Secondly, if employees evaluate the estimated perceptions of their customers, it might mean seeing things through rose spectacles. The current study investigates the impact of internal marketing on the customer perceptions. We have conducted two different questionnaire as one for the employees and another for customers We have asked employees about the motivation, rewarding, empowerment, communication, and training practices in their firms Secondly, we have asked customers about their perceptions of service quality, image, and satisfaction of the concerning firm The results were merged and the relations have been investigated via employing partial least squares (PLS) method The results have shown that rewarding and was the most important drivers, which influence customer perceptions. Empowerment had negative impact.
Keywords: Internal Marketing; Motivation; Empowerment; Communication; Rewarding; Training; Customer Perceptions; Service Quality; Corporate Image; Customer Satisfaction.
Ranking model for human seating comfort factors in automobiles: A best worst approach
by ANNAYATH MAQBOOL, NOOR ZAMAN KHAN, Talhah Shamshad Ali, Zahid Akhtar Khan, Rajesh Attri
Abstract: Comfortable seating while travelling by automobiles has become a necessity for occupants, rather than a luxury. Seating comfort is essentially important for health and safety of the automobile passengers. Several factors influence human seating comfort and therefore, this paper identifies them through comprehensive literature survey. Thirty-two such factors are identified, and they are categorized in five main categories. Subsequently, optimal weights of these factors are computed using a novel multi-criteria decision making (MCDM) method i.e. the best-worst method (BWM) based on which they are ranked so as to establish their importance with respect to human seating comfort. Further, sensitivity analysis is carried out to ensure robustness of the ranking results. This study is expected to assist design engineers and researchers in understanding the importance of the factors affecting human seating comfort in automobiles so that they can tackle them strategically to provide the desired seating comfort to the occupants.
Keywords: Human seating comfort factors; Multi-criteria decision making; Best-Worst method; Ranking; Sensitivity analysis.
Assessment of service quality of private hospitals in southern India.
by G. YOGANANDAN
Abstract: Service quality measurement enables hospitals to focus on the areas in which they need to focus their energy and efforts. This study was conducted in Salem Region, an important city in the state of Tamil Nadu, located in the Southern India. The responses were collected through a structured and validated questionnaire. The sample size was 200. The study has used SERVQUAL model developed by Parasuraman et al. a proven data collection instrument, which is widely used by researchers around the world for measuring the service quality gap through a set of 22 statements that measure expectation and patients perceived experience. The study found that among all the five dimensions, the service quality gap is well pronounced in the assurance dimension. One of the important limitations of this study is that the nature and severity of the patients disease is not taken into the purview of this study as the
pilot study highlighted their unwillingness to reveal such information.
Keywords: healthcare sector; hospital sector; Salem; service quality; SERVQUAL model; Southern India.
A Novel Efficient Control Chart to Monitor the Mean Vector & Variance-Covariance Matrix Using Support Vector Machine and Tuned Kernel Function
by Amir Azar, Sadigh Raissi
Abstract: Control chart is a popular statistical tool for continuous process monitoring and control. Nowadays it has been extensively extended to be applied on different situations. Hence current research addresses to a specific control chart based on support vector machine that is one of the most important data-driven models. Such multivariate control chart is a useful learning system based on constrained optimization theory that uses induction of structural error minimization principle and results a general optimized answer. Such nonlinear modeling method makes it possible to establish more consistent control, considering the real data distribution. The novel recommended control chart makes the user the ability to detect out of control variable according to their appropriate decision functions. Computational results are conducted using Hotelling T^2 chart employing average run length to determine the superiority of the proposed method. Implementing different shifts on process mean and variance in two and three variable processes reveals that the proposed chart has superior run length comparing by traditional Hotelling T^2 chart. Furthermore, the detection the source of out of control variable is also assessed.
Keywords: Statistical Process Control; Multivariate Control Charts; Support Vector Machine; Kernel Functions; Hotelling T2 Chart; Average Run Length.
Exploring the effects of lean practices and supply chain disruption on performance
by Kihyun Park
Abstract: Lean practices have been a dominant approach in dealing with business and supply chain issues for the last few decades, but many studies suggest that the leaner the supply chain process, the more vulnerable the supply chain network. This study aims to explore the relationship between lean practices and supply chain disruption occurrences (SCDOs) and their impact on firm performance. In a large-scale survey of 198 companies in the U.S., structural equation modelling was used to test the proposed hypotheses. The results of this study suggest that lean practices can promote a firms operational performance directly, but they can conversely decrease a firms operational performance by increasing SCDOs. This study contributes to the literature of lean practices and supply chain risk management and provides practical implications by extending our understanding of the positive as well as negative sides of the lean approach in operation and supply chain practices.
Keywords: Supply chain risk; lean practices; operational performance; firm performance.
Effect of positive psychological capital on service quality management in higher education
by Amal Mohamed, Mohga Abdel-Rahman Badran
Abstract: Purpose: The objective of this paper is to extend the boundaries of positive psychological capital to the area of service quality management in higher education. This research addresses the relationship of each of the positive psychological capital (PsyCap) resources of hope, self- efficacy, resilience and optimism and PsyCap as a higher order construct with service quality management. Design and methodology: This study proposed a model in which positive psychological capital (PsyCap) affects the perceptions of service quality in the higher educational sector. Structural equation modeling was used to test the hypothesized relationships on a sample of 1082 students in an Arab regional university- Egypt Branch. Findings: The findings support a positive relationship between: a) each of the resources of PsyCap, and with each of the dimensions of service quality management; and, b) PsyCap, as a higher-order multidimensional construct, with each dimension of service quality management and with service quality management.
Keywords: Positive psychological capital; hope; efficacy; resilience; optimism; service quality management in education.
Optimization model for simultaneous delivery and pickup vehicle routing problem with time windows
by Mst. Anjuman Ara, Md. Tanvir Ahmed, Nilufa Yeasmin
Abstract: Simultaneous Delivery and Pickup vehicle Routing Problem with time windows constrained is studied to improve the performance of logistics management for transporting goods by determining optimum vehicle routes. In forward supply service, a quantity of product is delivered to each customer and another quantity is picked up from customers as a part of reversed logistics. The objective of this model is to determine the efficient vehicle route under cost optimisation including fixed cost, variable cost and penalty cost for being tardy. This study proposes a hybrid genetic algorithm which incorporates three different heuristics for generating initial solution including sweep algorithm, time oriented heuristics and swap heuristic. In order to evaluate the performance of the proposed hybrid genetic algorithm, a comparison study is made with existing genetic algorithm. The results show that the performance of HGA is superior to that of GA in terms of the total cost consumption of vehicle.
Keywords: Supply chain management; Cost Optimization; VRPSDP; VRPSDPTW; Reverse logistics; Hybrid genetic algorithm; Genetic algorithm.
COMPARISON BETWEEN THE EFFECTS OF EDUCATIONAL PROGRAMS AND QUALITY OF WORKING LIFE ON PRODUCTS QUALITY
by Mohammad Khalilzadeh, Razieh Sadeghee
Abstract: In manufacturing manual jobs, staff skill plays a key role in product quality. The rapid development of various sciences and technologies and its impact on different aspects of enterprises shows the need for training human resources. In this study, the effects of two factors of educational programs and quality of working life on the employees motivation for improving product quality in a factory manufacturing car accessories were compared. Data were collected through a researcher-made questionnaire, and were analysed by SPSS software. After evaluating the reliability and validity of the questionnaires, the effect of educational program and quality of working life on the three variables of rework, wastage, and customer satisfaction, as the criteria for product quality, were investigated by using SEM with Smart PLS software. The findings showed that the quality of working life was more effective than the educational and training programs based on the product quality indices.
Keywords: quality of working life; QWL; educational program; employee motivation; product quality; structural equation modelling; SEM.
Markov analysis of academic performance of students in higher education: a case study of an engineering institution
by Rajagopalan Sridharan, K.K. Eldose, Bharat Dhage Mayureshwar, K. Ratna Kumar
Abstract: In the global competitive environment faced by educational institutions, operational excellence enables world-class performance. An important task of education planning involves determining the academic progress of students. The present research focuses on the development and analysis of a Markov model to evaluate the academic performance of students in a four-year engineering programme in an institution located in India. Initially, the transition probability matrix is developed for the academic progress of students using the frequency matrix obtained from historical data. The probability of movement of students between successive years of the academic programme is computed using the transition probabilities. Using Markovian process, the expected number of years spent in a specified transient state before absorption and the probabilities of absorption are determined. The analysis of results reveals that remedial classes and mentoring activities have played a significant role in increasing the graduation probability as well as decreasing the withdrawal probability.
Keywords: Academic performance; engineering education; Markov chain.
Predicting Customer Engagement Behaviour: The mediating role of hotel functional quality in the Vietnamese Hotel industry
by Gamal Khalifa, Nugyen Vuhieu Trung, Md Sazzad Hossain
Abstract: The studys purpose is to examine the relationships between customer-to-employee interaction (CEI), customer involvement (CI), optimal distinctiveness (OD), functional quality (FQ) and customer engagement behaviour (CEB) in the Vietnamese hotel industry. The research was conducted a quantitative survey, which targeted hotel customers and had managed yield 389 valid responses. The research applied structural equation modelling-partial least square (SEM-PLS) to justify the validity of the model following Smart PLS-3. The findings of the study have shown that CEI, CI, and OD significantly impact FQ. CEI, CI, and OD also significantly impact CEB through FQ. Finally, FQ significantly impacts on CEB. This study acknowledges the value of customers, which affirms the regional need for skilled employee to achieve hotel goal. These research findings strongly argued for more engagement programs in the departments, since the persistent lack of the appropriate skills mix poses challenges and has serious implication for hotel managers.
Keywords: customer involvement; functional quality; hospitality; customer engagement behaviour; CEB.
TECHNICIANS SELECTION AND ALLOCATION IN FIELD SERVICES USING A HYBRID APPROACH
by Jegan Jose, S. Prasanna Venkatesan, S. Kumanan
Abstract: Field service management (FSM) is to manage and mobilise technicians to customer locations for maintenance of assets. Increasing competition and decreasing margins force manufacturers of industrial equipment to augment with effective field service planning. Technician selection and allocation are essential cornerstones of field service planning. Efficient delivery of field services is a challenging task. Decisions are typically made under a dynamic and uncertain environment with assets installed at geographically dispersed locations. Researchers have explored the heuristics, algorithms and knowledge-based analysis for decision making in technician selection and allocation. Attention is sought to find methods for addressing the selection and allocation of technicians comprehensively. This paper presents a hybrid approach combining the analytic hierarchy process (AHP) integrated with mixed-integer nonlinear programming (MINLP) model to rank and allocate technicians to spatially distributed field services. The objective is to minimise the field service fulfilment cost. An example of a power generating company is presented.
Keywords: field service management; FSM; technician ranking; allocation; analytic hierarchy process; AHP; mixed integer nonlinear program; MINLP.
AN EMPIRICAL STUDY OF GREEN SUPPLY CHAIN MANAGEMENT (GSCM) PRACTICES AND ENVIRONMENTAL PERFORMANCE OF INDIAN MANUFACTURING ORGANIZATIONS
by Mohd. Azmi Khan, Salma Ahmed, Amgad S.D. Khaled
Abstract: Green supply chain management (GSCM) has emerged as a key business practice for organisations to make a balance between their operations and environmental performance. The aim of this study is to assess the impact of green supply chain management practices on environmental performance of organisation. Six green supply chain management practices were identified and propositions related to these GSCM practices were put forward. A research model was developed to examine the relationship between different GSCM practices and environmental performance outcomes. Data were collected from 171 respondents who are working as operations and supply chain professionals in manufacturing organisations. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) was used for analysing data and hypotheses were tested through structural equation modelling (AMOS). The results of the study postulate that internal environmental management practices, management support practices and investment recovery practices have positive impact on environmental performance of organisation.
Keywords: green supply chain management; GSCM; environmental performance; empirical study; manufacturing sector; India.
Maintaining Sustainable Production and Service by Mitigating Impact Industry 4.0 Factors in Petroleum and Coal Sector in Pakistan
by Muhammad Usman Tariq
Abstract: The study focuses on analysing the Industry 4.0 factors that have an impact on the sustainable production and services of the petroleum and coal sector in Pakistan. The study aims to resolve the various latest technological issues faced by the industries, especially the petroleum and coal industry of Pakistan. The author used quantitative methods for gathering data by conducting a survey. Seven hundred twenty-two questionnaires were sent to the employees of the petroleum and coal industries. The method used in the study is partial least square-structural equation modelling (PLS-SEM). Findings of the research help to understand the vital role of the Industry 4.0 factors like cloud computing, big data, cyber-physical systems (CPS), the internet of things, and in enhancing the performance that leads to improved production and service delivery. It further promotes team management and shared value creation for managing changes in the 4th industrial revolution.
Keywords: Industry 4.0; big data; IoT; sustainability; production; service; cloud computing; cyber-physical systems; CPS.
How to increase access to kidney transplantation: the analysis of a Brazilian public hospital through operations management
by Ana Carolina Pereira De Vasconcelos Silva, Thais Spiegel, Luiz Felipe Roris Rodriguez Scavarda, Augusto Da Cunha Reis
Abstract: End-stage renal disease is one of the most costly chronic diseases for the Brazilian public health system. Dialysis is still the most commonly used procedure, even though transplantation is one of the most recommended treatments. Considering the perspective of operations management as an approach for organisational interventions, the objective of this paper was to propose a new operation model for a transplantation unit in Rio de Janeiro State focused on reducing the patients waiting times in queues. The first step was to conduct a systematic literature review. Then, the kidney transplantation process was modelled using ARIS/IDS notation, which oriented the description and analysis of the operation model of the transplantation unit. A new model was proposed, along with a list of strategic, structural and political decisions to mitigate organisational, network design and budget pass-through logic inconsistencies.
Keywords: healthcare operations management; business process engineering; process modelling and analysis; kidney transplantation; operation model; healthcare public service.
A Small Service Enterprise: System Dynamics Study
by Virupaxi Bagodi
Abstract: The complexity is growing continuously due to the exponential growth in technological innovations. The managers in a business setting find it hard to manage a problem as it does not come alone; it is connected to another set of subsystems. This could be the reason why the list of Fortune 500 companies keeps changing. The mortality rate of the small and medium enterprises in India is also on the rise. The dynamic complexity is hard to handle and requires a radically different approach. System dynamics has been widely used to capture dynamic complexity due to its ability to capture nonlinear relations, delays, interrelations, and interaction among all the elements in a system. A case study was conducted in a service organisation employing system dynamics methodology. It has been systematically demonstrated through policy experimentation how managers fall prey to quick fixes in the real world setting.
Keywords: service organisation; india; system dynamics; quick-fixes.
The Impact of Service Open Innovation on Perceived Service Quality of Customer in Sari Municipality
by Aliraza Safarpour Soukhteh Kollaee, Rahman Ghaffari, Mohammad Mehdi Ahmadian Divceti
Abstract: The purpose of the present study was to evaluate the impact of open service innovation on perceived service quality from the viewpoint of client in Sari municipality. The present study is applied in terms of purpose, and in terms of research methodology, it is descriptive-survey and cross-sectional. The statistical population of Includes employees (570 people) and (unlimited) clients of Sari Municipality. Also, there have been an unlimited number of clients. The number of samples in both groups was 384 by relative class sampling method. Data were collected by a questionnaire and analysed by SPSS and AMOS software and confirmatory factor analysis. The results showed that open service innovation and employee components, organisational culture, recruitment and investment capacity in R&D, There was a significant and positive effect on quality of perception services, but intellectual property, technology infrastructure and communication and participation capabilities had no significant effect on quality of perception services.
Keywords: open service innovation; perceived service quality; Sari municipality.
Role of Artificial Intelligence in the Enabling Sustainable Supply Chain Management during COVID-19
by Muhammad Usman Tariq
Abstract: The purpose of the paper is to investigate the functions of artificial intelligence in supply chain management. In recent years, artificial intelligence framework has accomplished human-like performances in various previously considered computationally impossible tasks. Better access to large amounts of information, improved algorithms, and advanced hardware systems have led to artificial technology development. Artificial technology has supported business organisations to enhance their data collection abilities with the rapid advancement of different tools. If a product depends on supplies from multiple suppliers, disruptions can have subsequent effects. Organisations must redesign supply chains, improve flexibility, and re-evaluate the relationship with suppliers to reduce systematic risks. The methodology used in this study is a critical review of previous literature related to this topic. We searched the articles in the English language by following general research procedures. We manually searched different relevant articles from EBSCO, ProQuest, Emerald Insight, Science direct, Taylor & Francis, Wiley, JSTOR, and IEEE. The findings present the significant functions of artificial intelligence on sustainable supply chain management in the COVID-19 scenario. Future research perspective is also discussed.
Keywords: supply chain management; COVID-19; organisations; pandemic; sustainability; risks.
E.Government Use and Rebuilding Trust: Satisfaction with E.Services as a Mediator
by Sahem Nawafleh, Alaa Al-Salaiti
Abstract: This study intended to investigate the impact of using e-government on rebuilding the trust of citizen in the government through suggesting satisfaction with e-services as an intermediary variable. A descriptive-quantitative-exploratory approach was adopted by designing a self-administrated questionnaire for data collection purposes. Through convenience sampling, data was collected, and the sample comprised 397 individuals, who are citizens and users for e-government in Jordan context. Smart-partial-least-squares was adopted for analysis purposes. Results reported a significant direct impact for e-government using on rebuilding citizen trust (R2 = 26.1%), and a significant impact for e-government using on promoting satisfaction with e-services (R2 = 57.3%), and a significant impact for satisfaction with e-services on promoting citizens trust (R2 = 41.3%). The analysis also reported a significant indirect effect (0.452) supporting the suggested role for satisfaction with e-services as a full mediator. Following the gathered results, directions and recommendations for future studies were provided.
Keywords: e-government; trust in government; e-services satisfaction; citizens; e-services; Jordan.
DEVELOPMENT OF LOYALTY THROUGH INNOVATION PERCEIVED IN SERVICES
by Fagner José Coutinho De Melo, Djalma Silva Guimarães Junior, André Albuquerque, Eryka Fernanda Miranda Sobral
Abstract: This paper aimed to understand how consumers perceive the innovation contained in services, as well as to identify whether this perceived innovation affects customer loyalty through the services provided. A questionnaire adapted from Zolfagharian and Paswan (2008) was developed and 1,218 questionnaires were applied to four different segments of the service sector. After data collection, confirmatory factor analysis and structural equation modelling were used to test eight hypotheses developed to assess the perception of service innovation. Among the main findings, the significant relationship between the factor
Keywords: perceived innovation; customer loyalty; clients satisfaction; service; modelling structural equations.
UNDERSTANDING ROLE OF IN-STORE LOGISTIC OPERATIONS IN RETAIL: FINDINGS FROM PAKISTAN
by Arsalan Najami, Kanagi Kanapathy, Waqar Ahmed, Azmin Azliza Aziz, Yamna Arshad
Abstract: In this study, the role of in-store logistic operations is examined on customer satisfaction and loyalty in Pakistan. Disconfirmation expectation theory is adopted because customer satisfaction is the result of their expectation and shopping experience. Data from 201 respondents is collected via interception method and PLS-SEM was applied for the analysis. Results show that customer perceived in-store logistics has direct and positive impact on satisfaction and loyalty. Therefore, by improving in-store logistic activities, customer satisfaction can be enhanced. Results also show that customer perceived in-store logistic performance has no impact on store image, so store image does not have mediating effect in this study. Moreover, the role of customer satisfaction as mediator was found which highlights the importance of satisfaction in the process of providing efficient in-store operations for making more customers loyal. Based on findings, a thorough discussion is reported whereas the managerial implications are also discussed.
Keywords: in-store logistics; store image; customer satisfaction; PLS-SEM; loyalty; Pakistan.
The Work-Life Balance and Job Satisfaction
by Álvaro Dias, Carolina Feixeira, Leandro Pereira, Renato Lopes Da Costa, Rui Gonçalves
Abstract: The promotion of an internal environment marked by a positive and stable context contributes to the employees sense of belonging to the organisation. As such, it is increasingly important to enhance commitment and professional satisfaction, and at the same time, allowing their employees to achieve a balance between their professional and personal life. Using a quantitative study based on a survey sample of 262 workers, our findings reveal that the organisational environment positively affects job satisfaction. Furthermore, results indicate a strong and relation between organisational engagement and employee satisfaction. However, no significant relationships were found between organisational commitment and between professional and personal life balance. It was also found that organisational commitment mediates the relation between the organisational environment and job satisfaction, but not the relation between organisational commitment and the balance between professional and personal.
Keywords: organisational commitment; organisational environment; work-life balance; job satisfaction. .
Planned organisational change and organisational commitment-to-change: The moderating role of leader-member exchange (LMX)
by Kah Chun Cheong, May Chiun Lo, Abang Azlan Mohamad, Thurasamy Ramayah
Abstract: This study aims to explore the relationship between planned organisational change and organisational commitment-to-change and how would leader-member exchange moderates the relationship in regards to change readiness, valences and perception of change. Organisational change is a complex process and the behavioural responses of employees towards the change are rather complicated. Despite the complexity, not much research has been conducted to show how these variables are related to each other. One hundred eighty-four respondents from the financial industry of Malaysia had participated in this study. Based on the nature and characteristics of this research the SmartPLS method was used. Surprisingly, the results of planned organisational change and organisational commitment-to-change show different implications as compared to past research but leader-member exchange remains as the determinant in moderating the relationship between the two variables. In conclusion, the findings of this research create a new path for the study of an approach, unlike others.
Keywords: organisational commitment-to-change; planned organisational change; leader-member exchange; LMX; change readiness; valences; perception of change; Malaysia.
Exploring the direct and mediating effect of transformational leadership on employee commitment
by Álvaro Dias, Veronica Silva, Leandro Pereira, Renato Lopes Da Costa, Rui Alexandre H. Gonçalves
Abstract: The present study aims to correlate the concepts of organisational environment and employee commitment, having the concept of transformational leadership, and its role in organisations and subordinates, as an interlinked chain. In the context of the organisational environment, its important that companies are aware that it is through transformational leadership, and greater attention to the needs of their employees, that they will be able to last through time, resisting constant changes, inside and outside the company organisational environment, and keep employees in the organisation. A good leader is essential in an organisation because it maintains the harmony between the human needs and the organisation objectives, perpetuating the culture of the organisation and thus promoting the growth and success of both the company and its constituents. Human development must be seen by organisations as an organisational strategy and people management is part of this process. The results have showed that organisational environment has a significant and positive effect on transformational leadership and that transformational leadership has a significant and positive effect on organisational commitment.
Keywords: organisational environment; transformational leadership; organisational commitment.
Challenges of Applying the Contract Integrated Project Delivery (IPD) Method in Construction Industry Projects based on the knowledge-intensive service
by Mohammadjavad Nasiri Jahroudi, Mehdi Nani, Ebrahim Safa, Ehsan Sadeh
Abstract: In the present paper, an attempt has been made to identify the principles of the integrated project delivery (IPD) contract method, to assess the current status of infrastructure projects in developing countries to implement these principles. For this purpose, using a mixed method (qualitative and quantitative) and using interview tools and questionnaires, the opinions of experts in road construction projects in Iran were collected. The results of evaluating the current situation of these projects showed that in recent years, the application of participatory approaches, which is the beginning of IPD-based projects, is moving from the path of philosophy to the method of implementation. But there is still a long way to go to reach the end of the road, which is to complete projects with the IPD system. Also, based on the opinions of experts in examining the requirements and prerequisites for achieving the principles of IPD, various challenges were identified. Then, using integrated fuzzy multi-criteria decision-making methods (FAHP and FTOPSIS), these challenges were prioritised and corrective solutions for more important challenges were proposed.
Keywords: contract; knowledge-intensive; construction management; fuzzy system.
A multi-objective mathematical model for the design of a closed cycle green distribution network of mass consumption products
by John Wilmer Escobar, Jose Luis Ramirez, Alejandro Lopez Velez, Mauricio Aguilar
Abstract: This paper considers the optimisation of a multi-objective supply chain of mass consumer products considering the maximisation of profit and minimising the environmental criteria for designing a closed green cycle distribution network. The objective is to determine the closure and consolidation of facilities and determine product flow for the system. The mathematical models efficiency has been proved with real information obtained from a Colombian multinational company. The obtained results confirm the models effectiveness and the positive aspects determining the environmental impact on gas emissions related to the type of used transportation modes and the company case studys expected profit.
Keywords: multi-objective mathematical model; supply chain; transport logistics operations; pollutant emission.
The drivers of success in new-service development; Rough set theory approach
by Mahmoud Dehghan Nayeri, Moein Khazaei, Danial Abdolah Beiki
Abstract: This paper aims to identify the most affecting factors in the service industrys new service development (NSD). Accordingly, it deploys an exploratory research method employing a rough set theory. To this aim, it assesses the NSD maturity level of 30 service firms in response to the extent of the literature-based NSD affecting factors. The NSD maturity was estimated according to Jin et al. (2014), including four areas of customer involvement, strategic, knowledge management, and required process documentation. Accordingly, the rough set approach employed to scrutinise the relationship between the affecting factors and the studied firms NSD maturity. Findings prove that innovation is the core of the NSD process since it was the most frequent within all RS reductions. Moreover, the organisations strategic orientation and maturity, and market orientation are the most significant determinants of firms future NSD potential.
Keywords: new service development; NSD; maturity; rough set theory; service industry.
Effect of uncertainty in demand and production for manufacturing industries during COVID-19
by Renu Sharma, Anubhav Pratap Singh, Ritu Arora, Anand Chauhan
Abstract: The demand for personal hygiene products has increased during COVID-19 pandemic outbreaks. It has resulted in the increasing production of hygiene products. During the corona virus epidemic, globalised and uncertain demand for personal hygiene products creates complicated situations for the manufacturing firms. This article explores the fuzzy model of economic production for hygiene products with uncertainty in demand and production. Due to the rising demand for hygiene products, the demand rate has set as a linear time function, while the production rate has been taken directly proportional to the rate of demand. Therefore, due to ambiguity or vagueness in demand, this proposed model has considered the triangular fuzzy number with an upper and lower split. The weighted sum method has turned the multi-objective problem into a single objective. The optimisation technique has used to minimise the producers overall cost under the condition mentioned earlier, and the model is validated numerically.
Keywords: fuzzy economic production quantity; ?-cut; weighted sum method; fuzzy demand rate; fuzzy production rate.
Relationship between Downsizing and Organizational Performance: Serial Mediation Effect of Employee morale and Tolerance to ambiguity
by Sumathi GN, Stephan Thangaiah I. S
Abstract: The purpose of the study is to examine the impact of downsizing on organisational performance. The study adopts serial mediation analysis through employee morale and tolerance to the ambiguity between downsizing and organisational performance. It uses organisational support theory to establish the relationship among study variables. The data are collected from employees in the manufacturing unit using a questionnaire and analysed using structural equation modelling. The analysis found that downsizing positively impacted organisational performance and provided evidence that downsizing action, when viewed as affirmative action by employees, brings positive outcomes. The results emphasised the importance of employee morale and the need to create a culture of tolerance to ambiguity for achieving sustainable organisational performance. The study results added to the downsizing literature by establishing both its direct effect and indirect effect on organisational performance.
Keywords: downsizing; employee morale; organisational performance; tolerance to ambiguity; manufacturing sector; employee attitude; serial mediation; survivors; structural equation modelling; positive action.
A Strategic Assessment and Evaluation of the Major Factors Behind the High Failure Rate of Many Restaurants in the City of Beirut-Lebanon
by Laurent Yacoub, Atef Harb
Abstract: Only 65% of restaurants survive beyond their fifth year, despite being a lucrative industry. Restaurant failure is prevalent in contemporary global business environments, including Lebanon. This study sought to explore external, internal, and personal factors that contributed to high closure rate of restaurants in Beirut despite its dining potential. A qualitative study using semi-structured interviews solicited owners perception of restaurant failure. Using snowball sampling, we interviewed 28 restaurateurs who ceased operation before their fifth year of operation. Findings found internal more than external factors accounted for restaurant failure, with personal factors playing a significant role. The research recommends restaurateurs focus on prudent financial management by investing more on professional development, human resource management and marketing, and technological aids, and less on aesthetic or high-end items at start-up that reduce return on investments. Moreover, owners should develop and implement pragmatic and consistent business strategies to improve brand positioning and operational coherence.
Keywords: strategic management; restaurant failure rates; Beirut restaurants; internal; external and personal factors; operations management; financial management; entrepreneurship; business life cycle.
Smart Supply Chain Management Issues and Challenges
by I.S. Stephan Thangaiah, Arumugam Vasumathi, Rajesh Mamilla, Anil Chandrasekaran
Abstract: Customer expectations require, quality, and timely delivery are major drivers of various changes in logistics and smart supply chain management (LSSCM). The main objective is to study the existing transport management system integrated with SAP ERP and its data availability, reliability in Retail Company. It includes a lot of exploratory analysis, their day to day trip reports are analysed through the reports generated and identify the missing links or the loopholes in the system, after which an overview of solutions are being provided to improve on the existing system. By considering the importance of Logistics 4.0 strategies, the researchers studied the current transport management system adopted by Retail Company in India. This study identified the issues in the existing system and suggested appropriate solutions for the improvements of the existing LSSCM system. The researcher found that the retail company was facing operational issue as the non-availability of vehicles.
Keywords: customer; information; speed; satisfaction; logistics; supply chain management; SCM.
Optimization of a fuzzy inventory model with seasonal demand rate in two different markets
by Neelanjana Rajput, R.K. Pandey, Anand Chauhan
Abstract: The seasonal dependent demand is a major factor for the fluctuations in the demand for seasonal products. To fulfill this demand, the retailer produced a large size of items, but due to the short time of the season, there are some items remains in the stock. Due to the nature of the deterioration of the product, the retailer wants to sell all the products in stock. So the alternative marketing is the best way to get more profit with low inventory costs. The presented article is all about the fuzzy seasonal demand which depends on both price and time and retailers sell the products in both the potential markets say first and second. A second market is required to sell in good profit before all items go bad due to deterioration condition, but due to the different demand in both markets, the fluctuations comes in the demand. To deal with the vagueness of the demand parameter, we use a triangular fuzzy number and defuzzify with the signed-distance method to optimise the total profit function with a numerical example show the application of the model.
Keywords: deterioration; Weibull distribution function; partial backorder; seasonal pattern demand; optional market; triangular fuzzy number; signed distance method.
The Glass Ceiling Phenomenon in the U.S. and EU Labor Market: A Comparative Study
by Saska Gavrilovska, Balasundram Maniam
Abstract: The paper will explore the issue of the glass ceiling phenomenon that implies discriminatory actions toward women and minorities in the workplace. The invisible barrier prevents women and minorities from climbing above a certain level in the organisational chain of command. The purpose of the paper is to confirm the presence and identify the cause of the glass ceiling through an examination of its effects in the labour market. Hence, this is a comparative analysis paper of the glass ceiling phenomenon in the labour market in two different areas, the US and the EU. The historical literature selected indicates the constant progress of women and minorities in the middle management positions; however, little to no progress in the top management positions. The paper further explores possible explanations of the glass ceiling phenomenon such as personality difference, discrimination, and challenges of motherhood/childcare.
Keywords: glass ceiling; discriminatory actions; women; minorities; labour-market; US; EU; cause and effect.
Pharmaceutical supply chain network and competitive distributor location
by Zahra Namazian, Reza Kiani Mavi
Abstract: This paper proposes a bi-level, integer programming, and nonlinear model for the competitive location problems in the pharmaceutical supply chain. Existing and candidate distributors compete to successively service customers in competitive supply chain. It proposes a mathematical model for the Darou Pakhsh pharmaceutical supply chain where the upper level tries to propose the best locations for the distributors and the lower level selects the best distributors to cover the demand areas. The proposed mathematical model presents important factors such as the business share of the market and utility to optimise the competitive distributor location in the case study. Decision-makers are also interested in finding the rank list of distributors; therefore, the MADM method, VIKOR, is proposed to select the best distributors among different alternatives according to critical criteria. Finally, sensitivity analysis is used to analyse the effectiveness of the radius of influence of distributors parameters on the follower objective function.
Keywords: competitive facility location problem; pharmaceutical supply chain; game theory; Karush-Kuhn-Tucker conditions; bi-level nonlinear integer programming.
Strategic planning for environmental sustainability in supply chains: an ISM and MICMAC approach
by Saheim Khalaf Al-Josaiman, Faisal Talib, Mohd. Nishat Faisal
Abstract: The research reported in this paper relates to the environmental dimension of sustainability in SCs in large manufacturing organisations in Qatar. Interpretive structural modelling (ISM) and cross-impact matrix multiplication applied to the classification (MICMAC) approach was applied to develop a hierarchy-based model for the 14 enablers of environmental sustainability derived through extensive literature review. Findings suggest that there is a set of variables like top management support and supportive legislation that can be considered as strategic in nature and drivers of environmental sustainability in SCs. While another set of variables like company image and reduced costs are resultant actions, which have high dependence implying that any improvement in these variables requires action on lower level variables. It is recommended that top management should focus on variables with high driving power and low dependence.
Keywords: supply chain management; environmental sustainability; interpretive structural modelling; ISM.
Understanding the adoption of co-working spaces
by Juliana Christino, Erico Cardozo, Renata Petrin, Alexandre De Pádua Carrieri, Juliana Silva
Abstract: Due to the particularities of this business model and its recentness in emerging countries, the main purpose of this study is to analyse the antecedents that impact the consumers intention to use co-working spaces and their use behaviour among Brazilians who use shared workspaces. Considering this, we have adapted the unified theory of acceptance and use of technology 2 (UTAUT2) model by adding the motivational factors concerning the use of co-working space to increase the explanatory capacity of the model and find evidence on how to increase the attractiveness and effectiveness of this business. For this purpose, a survey with 259 users was conducted. Data analysis was performed with the Smart-PLS software, used for structural equations modelling (SEM). The main findings of this research indicate that performance expectancy, effort expectancy, social influence, hedonic motivation, habit, independence, work environment, and networking have a significant impact on the intention to use co-working spaces and the consumers use behaviour.
Keywords: co-working; intention to use; use behaviour; UTAUT2.
Investigating the Readiness to Use enterprise social media in Employee Recruitment (A Case Study of Automotive Industries)
by Hedieh Shakeri, Mohammad Khalilzadeh, Ashkan Hafezalkotob, Seyed Ahmad Yazdian
Abstract: Organisations spend a lot of time and money to successfully implement the recruitment process. During the time when financial crisis occurs and unemployment rate goes up, employers and job seekers look for better ways than traditional ways of attracting and recruiting employees. In the present study, a research was conducted in the field of human resources (HR) of some automotive companies by applying unified theory of acceptance and use of technology (UTAUT). The results were analysed through structural equations and Smart PLS. The results of the study indicated that performance expectancy, effort expectancy, and social impact and influence have positive effect on Behavioural Intention. Also, facilitating conditions have positive effect on usage behaviour.
Keywords: employment; recruitment; social media; unified theory of acceptance and use of technology; UTAUT; structural equations.
Robustness in Production Systems
by Christian Stockmann, Herwig Winkler
Abstract: In production systems, the concept of robustness is widespread due to various applications, purposes, and interpretations. However, little is known about the conceptual characteristics of robustness in production settings and even less about its distinctions from other related terms such as flexibility or agility. That is why this paper systematically reviews production literature to identify the contexts in which robustness is mostly applied and to analyse existing concepts. It is found that despite a vast literature body addressing robustness in varying forms, few studies cover it on a conceptual basis. Within this small sample, a rather general agreement on the meaning of robustness in production systems is found. However, details, interpretations, mentioned interlinkages to related terms differ across the identified literature. Based on the findings of the review and with the help of established literature on adjacent concepts, a comprehensive understanding of robustness in production systems is developed.
Keywords: robustness; production management; production systems; stability; operations management; flexibility; resilience; resistance; changeability; agility.
Managing a Green Supply Chain: Role of Communication, Collaboration, Learning and Trust
by Sundus Chishti, Salma Ahmed
Abstract: The study reveals that how the interplay of human dimensions communication, collaboration, learning and trust helps in managing a green supply chain. The study is based on primary data as well as secondary data. Primary data was collected by interviewing supply chain experts in academia and industry. Secondary data has been collected from various case studies and surveys. The study revealed the importance of communication, collaboration, learning, and trust in managing a green supply chain. Communication coupled with collaboration imparts learning, skill development among supply chain members. Frequent communication among supply chain members and collaborative initiatives fosters the inter-organisational relationships which impart trust in the relationships. When the various firms trust each other, they work together towards a common goal that creates positive outcomes. Supply chain managers need to develop a long-term relationship with other stakeholders to manage a green supply chain.
Keywords: green supply chain management; GSCM; communication; collaboration; learning; trust; sustainability.
Railway Construction Project Risk Assessment Techniques: Systematic Literature Review
by Tesfaye Gashaw, Kassu Jilcha
Abstract: The purpose of this study is to conduct a systematic literature review of risk analysis techniques for railway construction projects. This review includes related papers on construction project risk analysis methods published between January 2000 and March 2020. For this review, the existing project risk analysis methods are classified as probabilistic, fuzzy logic, multi-criteria decision-making (MCDM) and system dynamics approaches. The results of the review showed that fuzzy analytic hierarchy process (FAHP) and fuzzy analytic network process (FANP) are dominant hybrid MCDM approaches for construction project risk assessment. Nonetheless, these approaches have their own limitations to handle dynamic and feedback effects of project risks as well as update new information when available. Hence, for railway construction project risk assessment, hybrid approaches that can deal with uncertainty, causal relationship, feedback, correlated and conflicting criteria are recommended for future research.
Keywords: railway construction project; risk analysis; risk assessment techniques; system dynamics; systematic literature review; fuzzy analytic hierarchy process; FAHP.
Application of lean techniques and simulation to improve efficiency of oncology department
by Sergio Fichera, Antonio Costa, Roberto Corsini, Vincenzo Parrinello
Abstract: In this paper a novel perspective of lean application on the specific case of the oncology units was studied. The oncology department of a hospital located in the Southern Italy was investigated to find lean improvement solutions. In according with the well-known Lean philosophy, we have followed the DMAIC cycle (define measure analyse improve control). A discrete event simulator properly integrated with the value stream map tool, (hereinafter denoted as DVSM) was devised to improve the service level of the oncology department, under the objective of increasing the patients satisfaction. To this end, a design of experiments (DOE) involving several management factors has been developed and 72 future dynamic value stream maps (FDVSMs) have been evaluated accordingly. The ANOVA analysis allowed to statistically infer about the impact of all factors on the system and to identify the best FDVSM.
Keywords: value stream map; VSM; discrete event simulation; DES; oncology; design of experiments; DOE.
Evaluation of key enablers of Green supply chain management in Indian manufacturing industries: A Fuzzy approach
by Kaibalya Nayak, Deepak Singhal, Sushnata Tripathy, Biswajit Mohapatra
Abstract: Manufacturing industries are an indispensable source for a nations financial development; however, those industries are also a major source of increasing environmental issues. The situation is no different in India. Recently, green supply chain management (GSCM) is emerging as a key strategy that can reduce the negative impact on the environment. Indian manufacturing industries lag in implementing GSCM. This research highlights the different key factors which affect the execution of GSCM in the Indian manufacturing sector. Further, the fuzzy DEMATEL framework is established to prioritise the key factors and to establish a cause and effect relationship among the factors. The results of this study uncover that
Keywords: green supply chain management; GSCM; key factors; fuzzy DEMATEL; India; manufacturing.
Critical Business Design Factors in the Internet of Things Service Supply Chain: A Review and Typology
by Luke T. Treves, Mikko Pynnonen, Mika Immonen
Abstract: The internet of things (IoT) is a relatively new concept that combines ubiquitous and pervasive computing, sensing and communication technologies, and embedded devices to form a system where the real and digital worlds meet and are continuously in interdependent communication. In this context, IoT acts as an intelligent service supply chain linking objects, information, and people through computer, smart object and sensor networks. This service supply chain creates numerous business design challenges. This article addresses these challenges by providing a cohesive typology matrix to explain the IoT service supply chain. The matrix has been developed through a systematic literature review of 78 academic papers, identifies the key contributors and influences at each stage of the service supply chain and their inter-relationships, to facilitate the rectification of business design and integration challenges that may emerge at the different stages of the sequence.
Keywords: internet of things; IoT; IoT ecosystem; service supply chain; IoT reference model; IoT architecture; business ecosystem; business design; IoT typology; literature review; IoT matrix.
Supply Chain Considerations in Digital Strategies, E-Procurement, and CRM
by Alan D. Smith
Abstract: While supply chain disruptions are a drastic example of changes businesses must react to, being flexible and reactive will prove beneficial for companies. While being able to react to such disruptions is important, it is even more vital for supply chains to be proactive in a Covid-19 reality. Companies need to be adapting to changes in how customer relationships are maintained within digital supply chain (DSC) platforms. With more and more people working remotely, companies must still ensure their customer relationships are being maintained. This is one example of a supply chain challenge that this paper looks to unfold. By highlight the importance of digital platforms in e-procurement, increased technology and transparency are vital to successful companies, either B2C, B2B. Companies who are willing to learn and adapt become more competitive. The paper briefly dives into SAP Ariba and Jaggaer, and their role in aiding e-procurement and CRM.
Keywords: blockchain; customer relation management; CRM; digital supply chains; DSC; SCM information system; SCMIS; search-engine optimisation; SEO.
Revisiting the global expansion strategy of fast-food brand: Modelling of satisfaction antecedents in marketing management
by Hiroko Oe, Max Weeks
Abstract: This study explores consumers perceptions of the fast-food business strategies of McDonalds in a foreign market. Under the setting of Japan as a foreign market, a qualitative method is applied in the study, with 24 interviews with Japanese people based on the following key themes: local menu variations, local management and other employment opportunities, environmental friendliness, and corporate citizenship. It is found that Japanese consumers evaluate most the global brand value as an US icon in the Japanese market, rather than appreciating the effort in adapting to the local market. While it has typically been discussed that localisation is one of the key elements for business success, the outcome of this study suggests that research focusing on the antecedents realising customer satisfaction and loyal behaviour needs to have more attention, and that reconceptualising knowledge is important, especially since contradictory evidence appears as the global market expands.
Keywords: fast food; McDonalds; Japan; localisation; western brand; accessibility; environmental friendliness; re-conceptualisation; corporate citizenship.
Lean Operations and Competitive Advantage in the Pharmaceutical Industry
by Abdel-Aziz Sharabati
Abstract: The purpose of this research is to investigate the effect of lean operations on Jordanian pharmaceutical manufacturing (JPM) organisations competitive advantage. Data collected by a questionnaire from 116 managers working at 10 out of 14 JPM organisations. After confirming the validity and reliability of the questionnaire, the researcher conducted a correlation test between variables to check relationships, then multiple regressions to test the hypothesis. Results show that JPM organisations implement selective lean tools and competitive advantage dimensions. The research found that there is a strong relationship between lean tools, and between competitive advantage dimensions, as well as, between lean tools and competitive advantage. Regressions show that lean tools significantly affect cost, speed, and reliability, but do not significantly affect quality and innovation. Moreover, lead-time, setup time, inspection time, and delivery time significantly affect competitive advantage, while inventory does not significantly affect competitive advantage. The research recommends that carrying out similar studies to investigate the effect of lean tools on other industries in Jordan, and on the pharmaceutical industry in other counties to test results generalisability.
Keywords: lean operations; lead-time; setup time; inspection time; devilry time; inventory; competitive advantage; pharmaceutical industry.
Organizational forgetting in organizations; Identify causes and contexts using Thematic Analysis method
by Akbar Hassanpoor, Saeed Jafarinia, Yousef Vakili, Seyyed Javad Marashi
Abstract: Organisational forgetting is the main issue in organisations that have been considered by researchers in recent years. This study was conducted to examine the causes and themes of organisational forgetting in organisations based on the thematic analysis. This papers case study comprised 40 Iranian and foreign studies on organisational forgetting over the past ten years. The results indicated that the main causes and themes creating organisational forgetting depend on two individual and organisational factors. In the case of individual factors, some components such as a sense of incapability and meaningless and organisational factors include organisational culture, inappropriate human resource management, lack of a strategic plan in the organisation, non-productive interactions in or out of the organisation, and lack of suitable maintenance and retrieval systems lead to such problem. According to the obtained results, it was recommended that researchers focus on designing an organisational culture model to cope with organisational forgetting by considering the mediating role of succession.
Keywords: organisational forgetting; organisation; thematic analysis.
Integrated Grey Entropy and COPRAS methods for Machine Selection Decision Problem
by Elif Çirkin, Askin Özdagoglu, Imran Patel, Mukund Nilakantan Janardhanan
Abstract: Decision-making processes play a significant role in the success or failure of any organisation. In todays globally competitive environment, organisations embark upon decision-making procedures and techniques facilitating them to survive and compete in such a harsh environment. Moreover, prompt, proper, and dynamic decisions enable effective and efficient management of firms operations. Machine selection decision problem has been proven as a critical factor for both manufacturing and maintenance processes. A variety of decision-making methods and techniques have been introduced and developed in the last few years in order to cope with various decision issues. Within the scope of this study, an integrated grey entropy
Keywords: multi-criteria decision-making; MCDM; milling; manufacturing; grey entropy; machine selection.
The Influence of DevOps Practices in ITSM Processes
by João Faustino, Ruben Pereira, Miguel Mira Da Silva
Abstract: In an information technology (IT) perspective, the world is evolving at a great speed. The IT services have expanded, most organisations started to implement processes that enable the lifecycle of these IT services. The discipline that covers all these processes is called IT service management (ITSM). Nevertheless, ITSM nowadays is seen as a bureaucratic discipline, where the process of creation and support of the IT services are two separate teams. There is an emerging agile culture called DevOps that aims to bridge these two teams: development and operations. The focus of this bridge into one team, is to deliver quality software and secure its operation. This research systematic analyses the literature and shed light on how DevOps practices can assist ITSM processes. This research concludes that automated deployment as the most useful practice and incident and problem management is the most beneficial processes. Future directions are pointed.
Keywords: DevOps practices; agile; ITSM processes; influence.
Linking Supply Chain Disruptions and Manufacturing Firms Operational Performance in a Developing Country Context
by ADENIKE MORADEYO, Adegoke Oke, Obinna Muogboh
Abstract: This study empirically investigates the link between supply chain disruptions and operational performance in manufacturing firms in a developing country context. Based on a survey sample of 150 manufacturing firms in Nigeria, hypotheses relating to the linkages between disruptions and firms performance were developed and tested. Multiple regression analysis was carried out using the data obtained from the survey. Four major categories of supply chain disruptions were identified and analysed: supply-related disruptions, demand-related disruptions, power-related disruptions and transportation-related disruptions. New categories of supply chain disruptions were identified in this context and are novel to risk categorisation in the main stream supply chain risk management literature. The study reveals further interesting and counter-intuitive findings in terms of the links between supply chain disruptions and manufacturing firms operational performance that may be unique to a developing country context. The theoretical and practical implications of the study were also discussed in this paper.
Keywords: supply chain disruption; risk; operational performance; developing country; manufacturing; Nigeria; demand; power; transportation.
Digital bank accounts and digital credit cards: extending UTAUT2 to FinTechs services in Brazil
by Erico Cardozo, Juliana Christino, Ana Carolina Paiva De Carvalho
Abstract: The purpose of the work is to propose and test a model that could assess likely antecedents, moderators, and consequents of the adoption and use of digital bank accounts and digital credit cards, services offered by fully digital financial technologies (FinTechs). The theoretical model UTAUT2 extended was utilised with the constructs security concerns, relative advantage and personal innovativeness (as antecedents), collectivism individualism, prevention of uncertainties, short/long term orientation (as moderators) and word of mouth (as a consequent). The research model was tested based on 413 valid responses from users to a survey analysed via structural equations modelling. The antecedents explained 83.7% of use intention of the FinTechs financial services analysed. Meets a research gap concerning a relatively novel business model in a financial segment that is still short of empirical research and is utterly novel as far as the theoretical proposal presented is concerned.
Keywords: acceptance of the technology; behavioural intention; FinTech; digital bank account; digital credit cards; UTAUT; UTAUT2; Brazil.
A Fuzzy inventory model for Gompertz deteriorating items with cubic demand and shortages under the fully backlogged condition
by K. Senbagam, M. Kokilamani
Abstract: This paper develops and resolves a fuzzy inventory model for the degradation of items with shortages in a completely back-ordered condition. The demand rate is assumed to be the cubic function of time. The rate of deterioration is considered to be the time distribution function of Gompertz. Fuzziness is carried out by allowing costs, costs of shortages, costs of deterioration, and parameters ?, ? to be maintained in the cost components. In a fuzzy world, all associated inventories are assumed to be hendecagonal fuzzy numbers. The objective of this paper is to optimise the overall profit from inventory optimisation by means of a graded mean integration representation and a signed distance method. The applicability of the proposed model is shown by a numerical example. The most important parameters of the device are often determined by a sensitivity analysis.
Keywords: inventory system; Gompertz distribution; cubic function; hendecagonal fuzzy number; graded mean integration representation method; signed distance method.
Realizing Leadership in Indian Market by Deming Awarded Original Equipment Manufacturing Industry through TQM
by Pardeeep Gupta, ANKESH MITTAL
Abstract: The attempt of this paper is to investigate how different approach used for implementing total quality management (TQM) in a tyres manufacturing industry facilitated for realising leadership in the Indian market. The other aims of the study are to investigate the key issues faced by the industry before initiating TQM and examine the benefits gained after TQM. The industry was facing some critical business issues since 1996 such as low productivity, financial crisis and low market share. To defeat these issues, the industry leadership adopted TQM for improving its business performance in 2008. The TQM implementation remained successful and as a result, it gained top market position, the customer satisfaction score improved to 81 from 75, market share enhanced by 19.1% and employees participation increased by 73.5% in a period from 2009 to 2016. Finally, the industry received the Deming Prize in 2017 because of significant improvement in organisational performance.
Keywords: total quality management; TQM; Deming Award; operational excellence; continuous improvement; business model.
Model for spotting and eliminating non-value adding activities: A theoretical foundation for applying lean strategies in conventional manufacturing engineering organizations
by D. Ramesh Kumar, Devadasan S.R, D. Elangovan
Abstract: During the past three decades, manufacturing organisations have been implementing lean manufacturing paradigm to acquire competitive strength. Yet, researchers have been reporting the failure of the efforts made to implement lean manufacturing paradigm in conventional manufacturing engineering companies. Hence, a need has arisen to spot Non-Value Adding Activities (NVAAs) and eliminate them in conventional manufacturing engineering companies. In this background, the research reported in this paper was carried out in which a model named as Spotting and Eliminating Nvaas In Manufacturing engineering organisations (SENIM) was designed. The details of designing SENIM model and the steps to be followed to implement the same are presented in this article. The article is concluded by claiming that the implementation of SENIM model will enable the conventional manufacturing engineering companies to successfully implement lean manufacturing paradigm and acquire competitive strength.
Keywords: lean manufacturing; non-value adding activities; NVAAs; waste elimination; just in time; JIT; Toyota Production Systems; TPS.
DEMOGRAPHICS IMPACT ON MANAGEMENT CAPABILITIES THROUGH THE LENS OF TRANSACTIONAL AND TRANSFORMATIONAL LEADERSHIP
by Abdul Nazer Shah, Naveed Saif, Muhammad Tahir Khan, Irfan Ullah Khan
Abstract: The current research study tries to find the impact of various demographic variables affects top management capabilities to define their role as leaders in the higher education sector of Khyber Pakhtunkhwa Pakistan. As the number of HEIs is increased, the role of their leaders also pivotal to get success for their organisations. For this purpose, data were collected from selected public and private sector universities situated in Peshawar to get detail about the leaders transactional and transformational capabilities and to align it with selected demographics. Based on findings, only two attributes contingent reward (CRD) attribute of transactional leadership and intrinsic motivation (INSTM) from transformational leadership depict a significant relationship between gender and leadership attributes. CRD is the primary attribute of leaders that differentiate both styles of leaders in university setup. Based on ANOVA results, it is evident that the education level of leaders does not make any sense to alter leaders capabilities. Similarly, the experience level of leaders alters their capabilities to infuse motivation among employees as well as to get the assigned job properly. While age shows a moderate relationship with both leadership (transformational and transactional) attributes.
Keywords: transformational; transactional; ANOVA; higher education; demographics.
DEVELOPMENT OF A WORKMANSHIP MANAGEMENT SYSTEM FOR PERFORMANCE APPRAISAL OF CONSTRUCTION PROJECTS
by Sookoo Rakesh, Joseph Iwaro, Abrahams Mwasha
Abstract: One of the most significant aspects of quality in a project is the workmanship. Poor workmanship is one of the more crucial issues confronting local contractors in most developing countries and can also destroy projects already completed. Several studies have been conducted on factors contributing to poor workmanship and measures to mitigate the problem. A lack of experience, language barriers, lack of communication, unsuitable construction equipment, poor weather, and limited time and cost have been identified to be among the most notable contributors of poor workmanship. Regrettably,
research conducted to date has focused inadequately on implementing and assessing alternative methods to improve workmanship performance. The study provides a critical assessment of researched literature to develop a conceptual integrated workmanship benchmarking framework and is expected to guide the development of a workmanship performance assessment tool and policy for the construction industry in Trinidad and Tobago.
Keywords: workmanship; performance; framework; construction; projects; appraisal; benchmarking.
Cancer-curing supply chain planning with regarding hospital bed-capacity efficiency: a plan for Iran in 2040
by Mina Haghshenas, Arash Nemati, Ebrahim Asadi Gangraj
Abstract: Nowadays, historical data show an increasing trend in cancer occurrence worldwide. Gathering all specialised cancer services in a cancer hospital increases cancer patients satisfaction by decreasing fatigue, stress, and time-wasting. This paper addresses the cancer hospital location-allocation problem as an important issue in cancer curing supply chain management. A mixed-integer linear mathematical model is developed to locate the cancer hospitals in candidate regions and allocate the cancer patients to proper destinations under bed-capacity efficiency consideration. The model minimises the total cost, including the cancer patients travelling cost, and the allocated bed-capacity providing cost. The cancer hospitals bed-capacity efficiency is mentioned as an important constraint of the model. The model is applied in the case of Iran in 2040. The cost parameters are calculated based on the time value of money concept. The annual cancer new cases in each province are forecasted by using simple linear regression models. Finally, 24 provinces are selected to construct at least one cancer hospital, and all cancer patients are allocated to them. The results can be used by Iran governmental healthcare authorities or private sector managers to do feasibility studies for cancer hospitals construction until 2040.
Keywords: supply chain planning; location-allocation; cancer hospital; capacity efficiency; linear regression model.
Assessing the factors influencing continued use of online-food-delivery services and the impact on health: A multi-group analysis
by ARGHYA RAY, Pradip Kumar Bala, Rashmi Jain
Abstract: Online-food-delivery (OFD) services among consumers have not only revolutionised the food industry but have also impacted the lifestyle of individuals. The purpose of this study is to empirically explore the factors that affect the use of OFDs, and the influence of continued use of OFDs on consumers food consumption pattern and health concerns. A mixed-method approach was considered, comprising of qualitative interviews of 12 OFD users and later a quantitative cross-sectional survey of 292 Gen Y OFD users from India. The findings suggest a significant association between emotional values, conditional values, monetary values and health consciousness on intention. Additionally, there is also a notable positive influence of continuance intention on changing-food-consumption-pattern and health issues. A multi-group analysis was also conducted to assess the varying impact of the variables when compared among different groups (place-of-stay, gender, and occupation). This study concludes with the research implications, limitations and future scope.
Keywords: changing food consumption pattern; CFCP; fast food consumption; health consciousness; health concerns; online-food-delivery; OFD; perceived values.
Service Innovation: The Effects of Organisational Contingencies
by Nadia Anridho, Wann Yih Wu, Mohamad Suyunus
Abstract: This study examines the effects of organisational contingencies such as service climate, service culture, environmental dynamism, and environmental heterogeneity on service innovation and examines service innovations effect on organisational performance. We employed a survey study with 202 respondents from Indonesian retail companies for data analysis. Then, PLS-SEM was used to analyse the data. The results showed that service climate, service culture, environmental dynamism, and environmental heterogeneity positively affect service innovation. Furthermore, we found that service innovation enhances organisational performance. This study contributes to service innovation literature by examining organisational contingencies as the antecedents of service innovation with evidence from the Indonesian retail industry.
Keywords: organisational contingencies; service innovation; organisational performance.
EVALUATING THE THEORY OF CONSTRAINTS BUSINESS STRATEGY APPROACH FROM THE PERSPECTIVE OF THE SCHOOLS OF STRATEGIC THOUGHT
by Themer Miralha Soares, Fernando Bernardi De Souza, Carlos Roberto Garcia Cottas
Abstract: The theory of constraints (TOC) has long been developing methods to assist the strategic planning processes of organisations. However, such methods have received little academic attention. The objective of this article, by way of a systematic literature review, is to identify the main points of strategic planning from a TOC perspective and then compare them with the Ten Schools of Strategic Thought identified within the literature. The study reveals that TOC presents parallels with the premises of a number of these Schools of Thought, but it also posits particularities in regard to its own proposals for formulating and executing business strategies.
Keywords: theory of constraints; TOC; schools of thought; business strategy; strategic planning; viable vision; strategies and tactics tree.
Designing an Optimal Plant Layout: A Case of the Plastic Molding Company
by Hokey Min, Seong-Jong Joo
Abstract: The generation of viable layout alternatives is a critical step in production planning since the chosen layout affects the efficiency of utilising the firms key resources such as space, equipment, materials, utility and workers. As such, it can dictate the firms productivity and the subsequent profitability. In addition, it can influence the safety and security of plants. Considering the important role of a plant layout in production planning, a small-to-medium enterprise (SME) that produces customised plastic moulding products begins to explore the better layout alternatives than the existing one that has become the sources of production bottlenecks, shipping delays, cycle counting errors and space crunches. Such alternatives include an L-shape, a straight line and a U-shape. To determine the optimal layout among three layout alternatives, we propose systematic decision-aid tools comprised of a mathematical model, computer-aided design (CAD), an activity relationship chart and a from-to-chart. We validated the usefulness and practicality of these hybrid tools for the plant layout by applying them to the real world problem encountering the plastic moulding company in the USA. Based on our proven success through the case study, other manufacturing firms can replicate the proposed tools for other layout challenges.
Keywords: plant layout; computer-aided design; CAD; activity relationship chart; ARC; from-to-chart; FTC; case study; small-to-medium enterprise; SME.
Assessing efficiency and effectiveness in the automotive after-sales processes
by Piotr Grajewski, Piotr Sliz, Candace TenBrink
Abstract: This study investigates the operational efficiency and effectiveness of the regulated automotive after-sales repair processes in Poland. We add quantitative analysis to an area that has been understudied but impacts a great number of businesses and customers. This research investigates the depth of research in the process area of the automotive aftermarket using a quantitative bibliometric analysis and the CRISP-DM methodology for raw data mining in combination with process mining to examine the repairs. Our analysis found that the majority of the repairs were inefficient and ineffective. In addition, we conclude that the low level of repair process flexibility leads to increased repair times and process inefficiencies.
Keywords: process measurement; process efficiency; process effectiveness; process management; automotive after-sales process.
MERGERS IN BANKING INDUSTRY: SOME EMERGING ISSUES
by Sudarshan Maity, Tarak Nath Sahu
Abstract: In recent times, banks in India are indeed facing various challenges from downtrend of deposits growth, lower growth of credit disbursement, target to fulfil the financial inclusion and mounting of non-performing assets, rising of operational cost, the requirement of capital infusion by the government, reconstruction and many more. This study aims to illuminate the key issues surrounding the recent mergers in the Indian banking sector. Further, it measures the technical efficiency of Indian public sector banks by using data envelopment analysis to investigate the pre-merger efficiency of the ten merger banks as well as other banks in the group. The application of the Welchs t-test shows the non-existence of a significant difference in the efficiency scores among the two groups. This study further enumerates the challenges they can face from the different angles of operational, synchronise of products, integrating technology, etc.
Keywords: merger; public sector banks; PSBs; data envelopment analysis; DEA; Welch’s t-test.
Empirical Analysis of the impact of Country-Level Corporate Governance on Starting a Business in Asian Countries
by Faozi Almaqtari, Mohd Shamim, Anwar Ahmad
Abstract: The purpose of this study is to investigate the impact of corporate governance on starting a business in some Asian countries over a period from 2012 to 2017. Nine Asian countries on the basis of availability of data for the research period were selected for this study. Corporate governance is measured by the Worldwide Governance Indicators of the World Bank and starting a business is measured by the score of starting business reported by the Ease of Doing Business Report of the World Bank Group. The findings of the present study reveal that voice and accountability, political stability and absence of violence and regulatory quality have statistically significant effect on starting a business in the selected countries. While both political stability and absence of violence and regulatory quality are found to have statistical significant positive influence on starting a business, voice and accountability exhibits a significant negative effect on starting a business. However, the results reported that both government effectiveness and control of corruption exhibit an insignificant negative effect on starting a business, rule of law is found to have an insignificant positive impact on starting a business.
Keywords: country-level corporate governance; stating a business; entrepreneurship; Asian countries.
Managing barriers for the Big Data Analytics implementation through collaboration: an empirical research
by Alexandre Luis Prim, Juliano Danilo Spuldaro, Tiago Pedro Nicchellatti, Roberto Goularth Mendes
Abstract: Prior studies have highlighted several barriers to adopting emergent technologies; however, little is known about how collaboration mitigates those barriers and promotes new technologies. This study analyses the process of adoption of big data analytics (BDA) in a large cold-food distributor and the role of collaboration toward this progress. An inductive approach analyses a single case study. Concerned about reliability, a hundred and twenty hours of observation, six interviews with managers and consultants, and documents and reports of the company have been triangulated. Findings highlight a set of internal barriers (e.g., complexity, infrastructure readiness, lack of skills, privacy issues and cultural barriers), external pressure and collaborative efforts with an IT consulting group along with the BDA implementation. This study contributes to the literature by highlighting the collaboration with key partners as an asset that mitigates internal barriers and external pressures toward emergent technologies adoption. Finally, implementing a BDA solution can provide useful information for managers making decisions effectively, leading to improved processes, higher quality, reduced costs, and creating value for customers.
Keywords: barriers; big data analytics; BDA; IoT adoption; operational performance; collaboration.
Import substitution as the most important strategic target of the state
by Garnov A. P, Abramov V. L., O.N. Bykova, Morkovkin D.E., Protsenko I. O.
Abstract: The interim analysis of the import substitution policy applied to the food industry shows that the food embargo policy is the key contributor to pursuing the targets. However, in addition to the positive results, the imposition of the food embargo also had such negative consequences as rising consumer prices. The authors use a system-functional approach, an abstract-logical method, a statistical-probabilistic method and a monographic study method in this paper. The analysis of the food industry market reveals a number of problematic issues that should be resolved in the coming years, such as the design of instruments to stimulate demand in the national and foreign markets, the export of domestic products to Asian markets, the solution of issues related to shipment and storage through the introduction of new logistics systems, solving the issues of staffing through the training of specialists who are versed in sanctions, possible restrictions and risks.
Keywords: economics; food industry; food security; production; substitution program.
Green Inventory-Routing Problem of Perishable ?Items with Age-Related Price and the Possibility of ?Renting Vehicles ?
by Maryam Dezhtaherian, Mahsa Ghandehari, Saeedeh Ketabi
Abstract: This paper considers a green inventory-routing problem (IRP) for perishable items in a two-level supply chain including a distributor (manufacturer/plant) and some retailers. Each item has a fixed expiry date. The product price depends on its age. The retailer demand for each product is fixed. The product cannot be sold after the expiry date. The possibility of hiring extra space for holding excessive amounts of inventory and hiring vehicles to exploit the advantage of the higher number of deliveries are considered. The problem is formulated to a mixed-integer linear programming (MILP) model. Some small, medium and large-sized random generated samples are solved using OPL software and a proposed combined ant-generic algorithm. The results show the positive effect of partial outsourcing on the amount of profit. Furthermore, the volume of orders is influenced by taking the environmental effects of transportation into account.
Keywords: green inventory-routing; perishable items; mixed-integer linear programming; MILP; ant-generic algorithm.
A Comparative study of the Productivity and Operational Efficiency of Container Terminals of Major Indian Ports and Sri Lankan Ports using DEA[Malmquist Index]
by Kiruba Nagini R, S.B. Venkatesh, Sriraman V. P.
Abstract: The purpose of this study is to compare the operational, and technical efficiency of four Indian and one Sri Lankan Port, comprising of 13 Indian container terminals and 5 Sri Lankan container terminals. The relative efficiencies of these 18 terminals were analysed over a period of the last six years, starting from FY2013 to 2014 through FY2018 to 2019, by comparing the micro level factors contributing to the efficiency of ports. Data envelopment analysis (DEA) using Malmquist index was the methodology chosen for analysis. The study analysed the operational efficiency of the container terminals using a few factors like number of berths, depth of berths, quay cranes, goods handled in each terminal, the yard size of container terminal, the number of ships handled per container terminal, the workforce deployed at each container terminal, and the throughput of the terminals. The results exposed the fact that terminal efficiency was largely dependent on the technological changes.
Keywords: port efficiency; container terminal efficiency; performance; Malmquist indices; data envelopment analysis; DEA; frontier analysis.
A QUALITY-BASED CUSTOMER SERVICE SYSTEM APPROACH
by Nilson Leão, Fagner José Coutinho De Melo, Raissa Corrêa De Carvalho, Denise Dumke De Medeiros
Abstract: This paper aims to develop an approach to improve the quality of the relationship between supplier and customer in the service process, disseminating the necessary information to translate the customers needs into quality requirements. The proposed approach uses the principles of the management excellence models, the ISO 9001:2015 certification and the quality function deployment tool. The customer service system (CSS) focuses on quality for service organisations. For this, the CSS adopts tools from the literature that are easy to apply, not requiring large investments from the organisation. This study contributes to organisations that intend to guide their management in a systemic methodology of adaptation to the requirements of the interaction between the supplier and the customer, since creating relationships with customers is a priority in several organisations. In addition, this approach aims to contribute to the literature and to the managerial decision-making process.
Keywords: total quality management; TQM; excellence management models; quality function deployment; QFD; customer service system; CSS.
How McDonaldisation impacts on the operations in travel and tourism
by Georgia Papadopoulou
Abstract: This study proposed how different principles of McDonaldisation impacted the travel and tourism industry. McDonaldisation is defined as the process by which the principles of a fast-food restaurant dominated various sectors of society. As such, it is viewed as a model of best practice for an organisational force centred on the provision of high-quality services to customers. This study proposed the use of a qualitative research method by assessing the impact of such principles on efficiency and the quality of customer services. In achieving this objective, the relevant data were collected through interviews with representative travel industry operators based in the USA.
Keywords: McDonaldisation; travel; tourism industry; economy; services; customers.
Improving the performance of customer relationship management regarding trust factors by a unique mathematical programming approach
by Mahdi Hamid, Shirin Ghasemi, Ahmad Ghasemkhani, Reza Ramezantabar
Abstract: Nowadays, customers form the basis of any business. Undoubtedly, they are the most significant factor in the stagnation or development of the economic status of any commercial unit. Therefore, anticipating and meeting their needs and improving the quality of services are the most essential duties of the managers. Customer relationship management (CRM) is a competitive advantage that deals with customers and their satisfaction. In this context, trust factors play a significant role in the fulfilment and improvement of CRM. Using factor analysis and data envelopment analysis for a real case study, this study aims to assess the effect of different trust factors (including moral behaviour, commitment, brand, usability, privacy and security, and competence) on CRM success. The results indicated that usability exerted the most effect on CRM, whereas privacy and security had the least effect. To date, this is the first research on the application and implementation of trust factors to promote CRM efficiency.
Keywords: performance evaluation; customers relationship management; CRM; trust; data envelopment analysis; DEA.
The Service Profit Chain in healthcare services: a systematic literature exploration
by Chrystina Barros, Claudia Araujo
Abstract: The objective of this study is to present a systematic literature review on the service profit chain (SPC) applied to the healthcare sector covering the articles published, limitations, and future research avenues. The search was performed in nine databases that cover international content in the fields of management and healthcare and also in Google Scholar. The findings demonstrate that the topic has been little studied so far. Among the 292 articles that included the term Service profit chain in the title, abstract, or keyword, only 12 (4.1%) dealt with the healthcare sector. Most of the articles focused on the connection between employee satisfaction and customer satisfaction, and only one empirical study considered all the SPC links with only one research being conducted in a private institution. This review highlights the research gap in the current literature and provides direction for future research.
Keywords: service profit chain; healthcare sector; systematic review.
Organisational Learning : A Study of the Industrial Sector
by Deepika Saini, Anil Kumar
Abstract: Organisational learning is considered to be one of the essential foundation of competitive advantage in the interior of strategic management. This article aims to identify the most vital factor that influence organisational learning and perception of employees regarding organisational learning in the industrial sector. The sample has been collected from 400 respondents (200 employees each from service and manufacturing sector) for the study, by using convenience sampling method. For this purpose, analysis was done by using descriptive statistics, exploratory factor analysis, confirmatory factor analysis through AMOS software and independent sample t-test. After analysis, it is found behaviour and cognitive changes factor is the most significant factor that influences organisational learning in the industrial sector among three factors open mindedness, behaviour and cognitive changes and support for learning. Significant difference was found among employees perception towards organisational learning regarding open mindedness and behaviour and cognitive changes across type of industry.
Keywords: organisational learning; manufacturing sector; service sector; India.
Impact of Globalization On Logistics Management in Nigeria
by Ayodeji Dennis Adeitan, Clinton Aigbavboa, Oyindamola C. Olubiyo
Abstract: The globalisation process has been recognised as an important underlying force impacting global logistic service providers because it is an essential function in the transportation and logistics system. This study explored the impact of globalisation on logistics management in Nigeria. Primary data were collected through a well-structured questionnaire which was distributed to logistics professionals in the Nigerian logistics industry. Data gathered were analysed using percentages, mean item score, and factor analysis. The results from the analysis show that a growing number of skilled logistic professionals and access to new/effective information as the top impacts of globalisation on logistics management in Nigeria. Finally, the information derived from this study on the impact of globalisation on logistics management is a strategic resource in helping logistics operators, organisations, and other sectors to gain a sustainable competitive advantage in this age of globalisation.
Keywords: logistics; globalisation; competitive advantage; global logistics; sustainability; global economy.
Extended-GS (E-GS) Optimum Solution for Multi-Criteria & Multi Alternative Problem
by Amal Alrasheed, Evon Abu-Taieh, Manal Al Ohali
Abstract: Decisions in this competitive and dynamic world must be correct, accurate, and objective. The process of deciding must be fast and precise. Since the dawn of technology, criteria and alternatives increased. Hence, tools, techniques, and methods were developed to conduct the process of decision making swiftly and correctly. Multi-criteria decision-making (MCDM) enhances the decision-making process by relying on calculated decisions rather than guessed decisions. Further, solving tools and techniques are perforated with gaps. To bridge such gaps between the tools and techniques, this paper suggests, Extended version of Gale-Shapley (E-GS) algorithm that utilizes three MCDM methods: Analytic Hierarchy Process (AHP), Weighted Product Model (WPM), and Weighted Sum Model (WSM). The basic idea of the E-GS algorithm is feeding the preference lists required by the Gale-Shapley algorithm to produce an optimum match using WSM, WPM, and AHP models. E-GS combined the powers of all four algorithms to provide an optimum solution.
Keywords: Gale and shapley; Analytic Hierarchy Process; Weighted Product Model; Weighted Sum Model; Decision Support Systems.
Presenting a predictive benchmark model of after-sales service agencies for vehicles based on the Data Envelopment Analysis (DEA) Approach
by Sajjad Kheyri, Farhad Hosseinzadeh Lotfi, Esmael Najafi, Bijan Rahmani
Abstract: Everyone is aware of the importance of benchmarking in all industries. The same is true of the automotive industry. One of the methods of continuous improvement of car after-sales service agencies is benchmarking from successful and efficient examples in the country. Given that evaluation and benchmarking methods are usually retrospective, and also, the rapid changes in environment and customer needs, current methods cannot quickly define corrective actions. In this paper, first, a benchmarking model based on data envelopment analysis is developed for car after-sales service dealers as decision-making units, then considering that the model outputs have a high correlation coefficient, an innovative machine learning model has been used to predict the outputs. Finally, the results of the proposed prediction model are compared with a perceptron neural network algorithm. The results show that the benchmarking and prediction model together with a 7.7% error predicts benchmarks for the end of current period.
Keywords: data envelopment analysis; DEA; correlated output prediction; general two-step; genetic algorithm; predictive benchmark.
Redefining a Value Co-creation Behaviour Model for Student Satisfaction in HEIs
by Shamima Raihan Manzoor, Abdullah Al Mahmud
Abstract: The incorporation of customer relationships in marketing has triggered the paradigm shift from ´managing relationships ´to ´joint venturing ´ with customers. Thus, in the service sectors like higher education institutions (HEIs), students ´ active role has become prominent. This study explores the factors for establishing a consensual instrument to measure value co creation behaviour (VCcB) for HEIs and its impact on student satisfaction. The sample comprised 223 international students from Malaysian universities, both public and private. The factor analysis done with 29 items reveals four VCcB factors, out of which two (i.e., ´personal interaction, helping, and responsible behaviour ´, and ´information seeking and sharing ´) are found most influential in shaping VCcB for HEIs. By using PLS-SEM, the hypothesised relationships have been analysed for the VCcB factors ´ impact on students ´ satisfaction. The findings can inspire the HEI managers to build strong VCcB platforms to nurture student-university relationships as a part of their service marketing strategies
Keywords: higher education institutions; HEIs; student interaction; satisfaction; service marketing; value co-creation.
Identification of efficient production plans for a food packaging process using discrete event simulation
by Jenaro Nosedal-Sanchez, Carlos Rivera-Mejía, Javier García-Gutiérrez
Abstract: This paper addresses the problem of modelling and analysing the production capacity of a food packaging process. The model is formalised using coloured Petri nets and was implemented in CPNTools. The results reported correspond to the functional verification and the state space analysis of the model for determining the availability of each packing line and the overall availability of the system. The model allows obtaining measures such as the ratio between the production time and the time available for a specific period of production under different demand scenarios, determining the effect of a different assignment of the orders among the available packing lines. The results allow identification of work schedules for the best use of the packing lines capacity. The proposed framework is tested using a real case study, where a set of several feasible production plans are generated and the best course of action among these alternatives is identified.
Keywords: discrete event simulation; capacity analysis; production planning; operations management.
Suppliers performance evaluation in supply chains using item response theory
by Kathyana Vanessa Diniz Santos, Fernanda P. Arantes, Maria Silene Alexandre Leite, Antonio Cezar Bornia
Abstract: This study aims to propose a new methodology for supplier evaluation in supply chains. Using a questionnaire with 33 items that included five dimensions of supplier performance according to the literature (cost, time, quality, flexibility and innovation), it was possible to evaluate 243 supply links of 148 Brazilian companies. These results were evaluated using the IRT graded response model. IRT graded response model allowed a difficulty parameter to be established for each category of the presented items, defining performance levels in an interpretable scale that indicates the aspects served by each evaluated relationship. Depending on what the client company expects and prioritises in the performance of its suppliers, it can associate scale levels (and the presence and/or absence of certain aspects) with decisions about what to do in the relationship with the supplier company (e.g., strengthen relations, request changes in behaviour or terminate relationship).
Keywords: supplier performance; supplier evaluation; supplier management; supply chain management; item response theory; IRT.
Impact of Training and Development Programmes on skills and Overall Career Development of Bank Employees: The Case of Punjab (India)
by Manuja Garg, Sanjeev Bansal
Abstract: In this technological era, both public and private sectors are going through technological up gradation and becoming competitive in nature. With this, the banking sector is also facing a huge transformation in its working style by utilising the internet and mobile banking, etc., which is the symbiosis of technology and financial services. These services are proved to be the hottest area of development in banking sector. To upgrade their manpower, training and development programmes are the key aspects of any organisation. To validate the effect of these programmes this study analyses the sample of 400 employees of various public and private banks in Punjab (India). The analysis has been performed using multiple regression and structure equation modelling approaches and both the approaches reveals that there is a significant impact on the overall career development with training and development programmes.
Keywords: training; career development; regression; structure equation modelling; banking; India.
Flexibility in Logistics: A Literature Review
by Kalyana C. Chejarla, Omkarprasad S. Vaidya, Sushil Kumar
Abstract: This paper aims to review and analyse the literature on logistics flexibility in a structured framework. A systematic hybrid-narrative literature review of more than 120 research articles on logistics flexibility is performed, and findings are presented in a broad logistics framework. The study identifies five themes of logistics flexibility, namely: 1) flexibility in purchasing; 2) flexibility in in-house logistics; 3) flexibility in distribution network infrastructure; 4) flexibility in the fulfilment process; 5) flexibility in logistics services. We further classify these main themes into 16 sub-themes. The research presents state-of-art research in each sub-theme to benefit practicing managers and identifies extensions for future research. Logistics flexibility is an important tool in practitioners hands to guard against disruptions, and this paper helps them choose the right logistics flexibility components and their respective levels.
Keywords: logistics flexibility; procurement flexibility; manufacturing flexibility; distribution flexibility; fulfilment flexibility; logistics services flexibility.
Uncertainty, Responsiveness, and Operational Performance in Supply Chain: A Conceptual Study Using Contingency Theory Approach
by Jitendra Nenavani, Rajesh Jain
Abstract: Amid uncertainty from customers and suppliers, academicians and practitioners have focused on building a supply chain that is robust enough to withstand the disruption damages. Given the several supply chain risk mitigation strategies like flexibilities, agility and postponement, this is the first such paper to analyse the relationship between supply chain responsiveness and supply chain uncertainty through contingency theory lenses. To arrive at a conceptual framework that aims to build the relationship among the constructs, this study in detail has studied the literature of selected articles on supply chain uncertainty from peer-reviewed journals. Findings not only draw attention to the role of responsiveness in the supply chain under uncertainty but also indicate towards analysing the effect of the relationship between uncertainty and performance. Therefore, we believe that supply chain responsiveness, being a mediator in the framework presented, might lessen the impact of supply chain uncertainty on operational performance.
Keywords: supply chain uncertainty; supply chain responsiveness; operational performance; contingency theory; supply chain strategy.
Readiness Assessment for Change in Primary Healthcare due to COVID-19 Pandemic
by Albi Thomas, Marappan Suresh
Abstract: The primary objective of this paper is to develop assessment framework for readiness for change in Primary Healthcare due to COVID-19 pandemic in order to improve daily routine operations. The conceptual framework is developed with three enablers, ten criteria and 58 attributes. multi-grade fuzzy is used for readiness assessment and importance performance analysis (IPA) approach is used for classification of attributes. The readiness index of the case primary health centre is nine and also 13 weaker attributes were identified to improve the index further. This assessment framework will help the healthcare managers to increase the readiness level for change in their operations to face the COVID-19 challenges.
Keywords: primary healthcare; readiness for change; COVID-19 era; hospital operations; multi-grade fuzzy; importance performance analysis; IPA.
State of art review on Lean integration with Industry 4.0
by Vigneshvaran R, S. Vinodh
Abstract: Lean is widely implemented approach to improve quality of a product and production process by eliminating wastes and adding value to the product. Industry 4.0 is the modern approach of integrating cyber world with real physical world. Integrating these two methods is very complex but produces high efficiency. The study aims to review the integration of lean manufacturing with Industry 4.0. The review is presented in seven perspectives. Based on the review, a framework for lean integration with Industry 4.0 is presented. Systematic literature review (SLR) methodology is adopted in this study. Concepts, principles, techniques and tools were discussed elaborately from viewpoint of modern manufacturing. The insights based on review and proposed framework would enable industry practitioners to systematically deploy lean concepts in Industry 4.0 environment.
Keywords: lean; Industry 4.0; cyber physical system; CPS; framework; integration; internet of things; IoT; value stream mapping; Industry 4.0 technologies.
Non-Performing Assets - An Important Parameter of Measuring the Financial Soundness of Banks
by Amar Kumar Mishra, Sulagna Das, Som Nath Paul
Abstract: Non-performing asset has been a big issue in the banking sector since long. Though in the recent years the rate has gone down due to the recovery and other measures adopted by the Government of India. The present paper studies the non-performing assets of the public sector banks, private sector banks and scheduled commercial banks, arising in both priority and non-priority sectors in India. The paper is divided into three parts. The first part observes the trend of non-performing assets occurring in the priority and non-priority sector, in case of the three bank groups. Second part analyses if there is any difference in the gross non-performing asset occurrence pattern between and within the bank groups, for priority sector and non-priority sector lending. Third part of the paper analyses if there is any impact of the gross non-performing asset on the gross advances in priority sector and non-priority sector.
Keywords: non-performing assets; priority sector; non-priority sector.
Business Process Reengineering in the public sector service supply chain: The case of the Greek Archaeological Resources Fund
by Anastasios Tsogkas, Giannis T. Tsoulfas, Panos T. Chountalas
Abstract: Designing, implementing, and supporting a radical organisational transformation project in an environment of relatively low technological and managerial capacities, and under strict human resource and time constraints is both challenging and unique. The purpose of this paper is to present such a case of a public sector organisation in the course of implementing a business process reengineering (BPR) project. The findings of this study reveal that in cases where public sector operational and supply chain activities share a high degree of similarity with private sector commercial activities, BPR is the most appropriate methodology to be used to fundamentally revise and redesign processes and achieve radical improvements. BPR can effectively enforce industry standards with no need to envision and design new processes from scratch, as long as compliance is ensured with laws, legal acts, and ministerial decisions governing public sector entities operational procedures.
Keywords: business process reengineering; BPR; public sector; service supply chain; radical improvements; integrated public services; case study; Greece.
Service quality of ski group package tour: Modified importance-performance analysis
by Shihhao Liu, Chin-Hsiang Tsai
Abstract: This study develops service quality attributes for ski group package tours (SGPTs) based on the SERVQUAL scale; it explores the perceived importance and performance of these items for SGPT customers in Taiwan. A questionnaire was used to collect data from 456 respondents. This study used importance-performance analysis (IPA) to analyse SGPTs service quality and employed impact-asymmetric analysis to compensate for the shortcomings of the original IPA by estimating the asymmetric effect of service quality attributes on overall customer satisfaction. Subsequently, five service quality attributes of SGPT were extracted. IPA was also conducted for each gender and ski level segment. The results indicate that the perceived importance and performance of service quality attributes differ significantly among different market segments.
Keywords: service quality; tourism; important-performance analysis; impact-asymmetric analysis; ski tourism; ski group package tours; SGPTs.
DETERMINANTS OF SERVICE QUALITY IN THE COVID-19 TIMES: AN ANALYSIS OF ONLINE SHOPPING IN BRAZIL
by André Albuquerque, Fagner José Coutinho De Melo, Lucas Oliveira, Denise Dumke De Medeiros
Abstract: Society is undergoing social transformations due to the pandemic situation of COVID-19, and social isolation is the effective measure to combat the contagion of the virus. That said, people have taken other steps to make their purchases. Therefore, organisations need to adopt ways to invest in the quality of their services to achieve customer satisfaction. The objective of the paper is to structure a model for predicting the quality of service through the consumer when making their online purchases in times of the COVID-19. The results showed that 65.72% continue to make their purchases in person. For those who obeyed the preventive measure and made their purchases online, it was possible to realise that the characteristics linked to product excellence and delivery time were the factors that led to satisfaction. This research allowed starting a discussion that helps in customer satisfaction, understanding their behaviour in the face of this crisis.
Keywords: quality of service; COVID-19; online shopping; ESQUAL; Brazil.
Examining trade-offs in the airline industry
by Alka Nand, Prakash J. Singh, Ananya Bhattacharya
Abstract: Firms develop and manage their operational capabilities to improve efficiency and competitive positioning. However, as the theory of performance frontiers (TPF) suggests, there are limits to these gains. As firms become more efficient, they are likely to be trading off capabilities rather than pursuing them simultaneously. A key question that arises is whether these trade-offs are beneficial for firms. In this paper, we apply the TPF to firms in the airline industry. Specifically, we address whether a firms efficiency levels are associated with trade-offs and if level of efficiency subsequently affects the firms market success. We employed the data envelopment analysis (DEA) methodology to analyse operational capabilities and determine the efficiency of all airlines operating domestically in Australia over a ten-year period. The results show broad support for TPF. Firms that demonstrated efficiencies were trading off capabilities with associated market success.
Keywords: theory of performance frontiers; TPF; trade-off model; cumulative model; data envelopment analysis; DEA; services; airlines.
Cropland selection decision framework: an application to oil palm cultivation in Colombia
by Rafael Guillermo García-Cáceres, Ángela María Niño-Navarrete
Abstract: A reference framework for the evaluation of potentially suitable cropping areas is introduced. Such purpose is attained through the assessment of an ample series of productivity-and-sustainability-related criteria, which are typically applicable to perennial crops. This novel conceptual development is applied to a case study addressing the aptness of Colombian oil palm lands, with the aid of stochastic multicriteria acceptability analysis ordinal (SMAA-O) as a decision support system. Based on a holistic set of 155 criteria embedded in nine categories that are applicable to any area unit, the framework in question integrates agribusiness, productivity and sustainability.
Keywords: oil palm; land selection; SMAA-O; MCDM.
Literature Review of Agile Manufacturing Enablers For Indian Manufacturing Industry
by Suchita Lokhande, Avinash D. Sarode
Abstract: In manufacturing sector, the medium scale industries play an important role for the Indian economy. There is a drastic change in customer demands posing a major challenge before the manufacturing industries. Agile manufacturing (AM) is a concept which incorporates customer issues in the traditional manufacturing process, lack of awareness about the use of AM needs the proper identification of enablers considering Indian scenario. Agility is the amalgamation of technology and management which is useful in the manufacturing sector, thus the use of scalable framework and integrated computer manufacturing is the need of an hour. Medium scale industries are not aware about AM; however, it will be appropriate if the Indian manufacturing industry also makes use of AM. For the implementation of AM in the Indian manufacturing industry, the most essential enablers are identified in this paper. A phase wise literature survey spanning from year 1995 to 2020; divided in three phases of seven, seven and nine year respectively, provided the focus on the enablers. From the in-depth literature review of 167 papers and discussion with experts, we have 85 sub-criteria with 12 categories of enablers.
Keywords: agile manufacturing; manufacturing industry; enablers; small and medium scale enterprises; SME.
The Execution of Worker Layoff Disputes Verdicts at the Industrial Relationship Courts in Indonesia.
by Neni Vesna Madjid, Saldi Isra, Kurnia Warman, Mardenis Mardenis, Hilaire Tegnan
Abstract: The implementation of the rulings on worker layoffs at the labour court known as industrial relationships court at district courts is crucial as it deals with the protection of workers rights in a layoff dispute settlement. This paper discusses the execution of the verdicts of layoff dispute cases at three district courts, namely Padang, Pekanbaru, and Central Jakarta district courts. In so doing, the paper seeks to address the question as to whether or not the industrial relationship court does justice to workers in Indonesia. The purpose of the study is to shed light on the legal and emotional battles industrial workers must fight for justice. Using a normative approach, this study reveals that many of the verdicts reached in layoff dispute cases remain unexecuted because the procedural law that applies in resolving these disputes lacks legal force.
Keywords: worker layoff disputes; court verdicts; employment termination; industrial relationship courts; Indonesia.
Patient Satisfaction on Hospital care services: A study with specific reference to beneficiaries of Community Based Health Insurance Schemes in India
by Sumathi GN, Elango Janakiraman, Thenmozhi Muthuveerappan
Abstract: The paper examines the relationship between hospital service quality and patient satisfaction with specific reference to beneficiaries of the community-based health insurance (CBHI) schemes in Tamil Nadu, India. Patient satisfaction determines the enrolment in CBHI schemes in low-income and developing countries. This study has been conducted among CBHI beneficiaries who utilised the hospitals services as inpatients, adopting a cross-sectional survey method. The results of multiple regression analysis indicate that responsiveness and communication are the most critical attributes that positively impact patient satisfaction. Hospitals that ensure excellent responsiveness, communication, adequacy, hospital care, robust administrative procedures, and assurance concerning hospital care significantly increase patient satisfaction. The study results provide direction to the community healthcare providers to focus more on the specific service dimensions to improve the CBHI beneficiaries satisfaction.
Keywords: patient satisfaction; service quality; community-based health insurance; CBHI; hospitals; Tamil Nadu; India; community-based health insurance schemes.
Effect of Customer Satisfaction, Costs, Knowledge and Awareness, Infrastructure and Service Quality on E-commerce Success
by Nosratoollah Shadnoush
Abstract: This study tended to investigate the effect of customer satisfaction, costs, knowledge and awareness, infrastructure and service quality on e-commerce success. The method was descriptive and correlational using SEM. The statistical population was employees of Hoda Argham Communications Company, 101 of whom participated in the study by census. They responded to customer satisfaction, infrastructures, costs, knowledge and knowledge, service quality, and e-commerce success questionnaires. Reliability and validity of the instruments were assessed using Cronbachs alpha coefficient, composite reliability and confirmatory analysis, diagnostic validity and discriminant validity. The results showed that reliability and validity were acceptable for the instruments. To analyse the data, correlation and SEM were used with SMARTPLS software. The results showed that customer satisfaction had a positive and significant effect on e-commerce success. The effect of knowledge and awareness was positive and significant on e-commerce success. The effect of costs was positive and significant on e-commerce success. The effect of infrastructures was positive and significant on e-commerce success. The effect of service quality was positive and significant on e-commerce success.
Keywords: customer satisfaction; costs; knowledge and awareness; infrastructure; service quality; ecommerce success.
Modelling small-series supply network configuration and capabilities through a mixed-method structural analysis: Insights from high-cost textile/apparel contexts
by Sara Harper, Rudrajeet Pal, Vijay Kumar
Abstract: The purpose of this paper is to understand supply network configuration for small-series production within high-cost contexts, and the context-specific decision logics associated. A total interpretive structural modelling (TISM) and MICMAC mixed-methods approach is used to determine and interpret interrelationships among SNC and capability-related aspects identified from the literature. Respondents come from EU textile/apparel companies, undertaking small-series production/sourcing in the region, with different roles in the value chain. The findings led to several propositions. They highlight the foundational nature of supply chain relationships and digital data sharing; interacting product/process flexibility and specialisation considerations, with associated enablers and barriers; the challenges related to location, which is the crucial supply chain driver; and the need to balance various interrelated capability drivers, such as quality, innovation, and sustainability. These findings can support practitioners for reconfiguration, and the approach can be used to address other contexts and thus enhance generalisability.
Keywords: supply network configuration; supply chain design; small-series production; decision-making; total interpretive structural modelling; TISM; operations management; textile/apparel; European Union; EU.
The Moderating Impact of Work Cooperation within the Ministry of Social Affairs and Labor in Kuwait: An Approach Based on TAM and D&M Models
by Faisal Almutairi, Thurasamy Ramayah, Jasmine A. L. Yeap, Ibtisam L. F. H. Almutairi
Abstract: This study is based on the technology acceptance model (TAM) and information system success model (D&M) with the goal of examining the performance of Kuwaiti employees utilising the Electronic Document and Records Management System (EDRMS) in Kuwaits Ministry of Social Affairs and Labor (MOSAL). This study aims to examine employees performance using EDRMS in MOSAL and proposes the moderating effect of work cooperation on employee performance. Data belonging to 345 employees were collected from MOSAL. SmartPLS was utilised to analyse the obtained data. The results indicate that perceived ease of use and perceived usefulness have a positive influence on employee performance. However, the findings fail to support the relationship between system usage and user satisfaction. Additionally, this study reveals that work cooperation moderate the positive relationship between system usage and employees performance. The study contributed understands factors affecting the performance of employees using EDRMS in MOSAL. Limitations of the study were explained, and suggestions of future research were also presented.
Keywords: perceived usefulness; ease of use; system usage; user satisfaction; work cooperation; employee performance.
Periodic equivalent to evaluate the dynamic efficiency of units with multi-stage network structure
by Alireza Ebrahimi Bagha, Farhad Hosseinzadeh Lotfi, Alireza Amirteimoori, Mohsen Rostamy-Malkhalifeh
Abstract: In this study, while presenting the existing methods and models in evaluating network envelopment analysis, the challenges of previous models are analysed. Finally, the models proposed in this paper are presented for evaluating the dynamic performance of n-stage and n-sub process units based on the simultaneous evaluation of overall and sub-process efficiency and model optimisation based on a solid efficiency model. Also, the approach of converting multistage networks to two-stage networks for this study was presented. These models, defined based on a two-stage network structure, can simultaneously evaluate the efficiency of the entire network and the dynamic efficiency of the sub-processes and their interactions across different periods. With a real and practical example based on the idea of this research and its inference model, the dynamic performance over four years was evaluated in the top 15 carpet production plants in Iran.
Keywords: dynamic performance; network DEA; multi-stage network; performance evaluation; sub-process efficiency; dynamic network DEA; efficiency evaluation.
SERVQUIX: A Tool for Service Quality Measurement in Indian Banks
by Arun Kumar Agariya, Jyoti Tikoria
Abstract: The paper aims to propose a comprehensive instrument to measure service quality of banks in India. A standard methodology has been used for scale and index development. The findings clearly depict service quality of banks as a multi-dimensional construct having factors as employee attitude, service recovery, physical and technological infrastructure, assurance and online banking facilities. At last an easy to use template has been proposed for practitioners to calculate and assess their competitive scores based on service quality. The originality of this work lies in the fact that the index captures the customers perspective of service quality and also provides an indication for further improvement for better satisfaction and retention of its customer base. The present study may further be extended in terms of large and diversified sample size to validate the proposed index.
Keywords: service quality scale; service quality index; India; banking; online banking.
Examining the Roles of Buyer Knowledge Protectiveness and Supplier Absorptive Capacity in Joint New Product Development
by Sunil Hwang, Seong-Jong Joo, Hokey Min, John Dickens
Abstract: Despite numerous merits of joint new product development (NPD), a buying firms fear of losing its proprietary knowledge and its reluctance to share the intellectual capital with its supplier may undermine an NPD effort. In addition, the buyers engineering change orders against dynamic demands can influence NPD performances. With that in mind, this paper aims to identify important influencing factors for the NPD success through the empirical analysis of Korean firms. The major findings of this study are twofold. First, supplier absorptive capacity has a positive effect on NPD performances. Second, when the buyers knowledge protectiveness is strong, supplier absorptive capacity negatively affects NPD performances. These results indicate that the buyers knowledge protection policy plays a key role in the successful implementation of NPD. Finally, the buyers willingness to share information and knowledge with the supplier is critical for the success of NPD with the buyers backward knowledge transfer.
Keywords: joint new product development; supplier absorptive capacity; buyer knowledge protectiveness; earlier supplier involvement; hierarchical regression; confirmatory factor analysis.
An objective decision support for designing virtual enterprises using a fuzzy-based approach
by Souhir B.E.N. SALAH, Wafa B.E.N. YAHIA, Omar AYADI, M. Faouzi Masmoudi
Abstract: The shorter products life-cycles lead to temporary collaborative relationships. This is the key principle of so-called virtual enterprises, which aim to fulfil a particular goal joining partner resources. The focus of this study is upon designing a virtual enterprise from virtual breeding environment to respond to a specific business opportunity. As the success of such collaboration relationship is deeply related to the selected partners, this papers target lies in developing an objective partner assessment approach. Firstly, a new classification of partner assessment criteria is set forward taking into account the decision level. Secondly, a fuzzy multi-criteria decision-making technique is used for determining criteria weights according to BOs requirements so as to obtain a more thorough evaluation. This technique combines the fuzzy set theory and the analytic network process technique, designed to handle inaccurate evaluators judgments. To illustrate the practical applications of the proposed approach, a real case study is addressed.
Keywords: virtual enterprise; partner assessment; assessment criteria; fuzzy ANP approach.
New approach of Lean Management concept: procedure and practical case in the automotive sector
by ABDLOUAHED BOUTAYEB, Abdelali Ennadi, Abderrahim Chamat, Abdelhamid Touache, Abderrazak Boumane
Abstract: Market requirements and product diversity call for a lean approach that allows companies to meet customer requirements in terms of quality, cost and lead time. Lean management (LM) is based on the evolution of the culture and the deployment of tools to improve and optimise industrial performances. The objective of this paper is to present the impact of the deployment of LM on the working environment and the health of workers during a change or improvement of the process. This paper presents a new concept of continuous improvement which takes into consideration high performance improvement based on a new overall equipment effectiveness indicator. This new approach allows taking into consideration all the performance factors by treating non-conformities or non-quality, all types of non-value added (NVA), and improving the social and organisational side ergonomic, safety, environment. A practical case was studied will allow validating our new approach.
Keywords: lean management; safety; environment; ergonomic; overall equipment effectiveness; OEE; continuous improvement.
SUPPLY CHAIN RISK IDENTIFICATION AND ASSESSMENT BY PROBABILITY & IMPACT MATRIX
by Hariharan Ganeshan, Balamurugan T
Abstract: The purpose of this paper is to identify the risk factors involved in the process of supply chain management by small medium enterprises (SMEs) especially the companies engaged in the production of auto components as well as assessing those risks by
Keywords: supply chain; supply chain risk; P-I matrix; risk assessment; COVID-19.
Modeling the challenges faced by Indian engineering consultancies: An ISM analysis
by Pramod V. R., S.R. Devadasan, Ajith K.A. Nair
Abstract: This contribution explores the synergic impact of the challenges faced by the engineering consultancy services. Consultancy services are always subjected to various challenges. It is customary for a service sector to mitigate the challenges. In order to explore in this direction, interpretive structural modelling (ISM) technique was applied. At the outset, ten major challenges have been identified. Subsequently, the views of service managers about their relevance and influences were analysed and their relationships have been established. By making use of these data, ISM was developed. Further, driving power-dependence diagram was drawn by referring to the final reachability matrix of ISM technique developed. This diagram indicated that out of the ten, two challenges titled as
Keywords: engineering consultancies; challenges; interpretive structural modelling; ISM; inter-relationship; digraph; driving power-dependence diagram.
Social engineering optimizer for a supply chain network design for blood products in a fuzzy environment
by Shokoufeh Mahrouei, Nasim Delfan
Abstract: The management of the blood supply chain is one of the most challenging decision problems for the relevant stakeholders. Notably, the blood is not a normal commodity and there is no substitute. On the other hand, with the increase in diseases, natural and abnormal accidents, the demand of the blood products has been increased. Accordingly, there is a great interest in the blood supply chains regarding its absence of timely response; it leads to substantial costs of human mortality. This paper proposes a new extension to the blood supply chain network design problem as a four-level, multi-product and multi-cycle centralised supply chain network by using a fuzzy optimisation model to minimise the transmission time of the entire network which is still scarce in the literature. The applicability of this model is proven by a case of crisis logistics in Tehran, Iran. Since the proposed model is NP-hard, there are many studies to develop new heuristics and metaheuristics. As applied already to several optimisation problems, the social engineering optimiser (SEO) as a recent successful metaheuristic has been never employed in this research area. Therefore, another contribution of this study is to apply the SEO and to compare it with well-known algorithms from the literature.
Keywords: supply chain management; logistics; fuzzy model; blood products; social engineering optimiser; SEO.
A Six Sigma Approach for Package Management process in a Courier company
by Enrique De La Hoz, Tomás Fontalvo, Rohemi Zuluaga
Abstract: This research presents an approach based on the Six Sigma methodology as a management tool for the package management process in an international courier. This research uses a research-action approach to investigate the benefits of implementing the Six Sigma methodology in a courier company. The paper presents the background and step by step of the Six Sigma implementation. Specifically, the Cartagena (Colombia)
Keywords: Six Sigma; logistics; management.
Barriers and drivers of sustainable construction: a systematic literature review
by Julia Carvalho Fernandes De Oliveira, Fagner José Coutinho De Melo
Abstract: This paper presents a systematic literature review about the barriers and drivers of sustainable building practices in the construction sector. Through this comprehensive literature review, the authors were able to identify generic barriers and drivers for stakeholders to implement sustainability within the architecture, engineering and construction (AEC) industry. A total of 27 barriers and 29 drivers were identified from reviewing 41 articles. This paper presents a classification of the drivers, which are the following: 1) project-level drivers; 2) government regulations; 3) corporate drivers; 4) economic and financial drivers; 5) education; 6) standards; 7) personal motivations. This paper can assist AEC stakeholders and policymakers in better understanding the barriers and drivers of sustainable construction, and thus, elaborate and implement more efficient policies, standards and incentives to further promote sustainable construction.
Keywords: sustainability; barriers; drivers; green building; architecture; engineering and construction; AEC.
The Impact of Entrepreneurial Leadership on Organizational Performance: Does Innovation Management matter
by Rawan Alshawabkeh, Lina Al-Abbadi, Mohammad Eldahamsheh, Ali Al- Quran, Hanan Almomani, Ali Bani Khaled, Sulieman Al-hawary
Abstract: The purpose of this study is to determine the impact of innovation management on the relationship between entrepreneurial leadership and organisational performance. The study data was collected through a survey questionnaire from 551 respondents. The SEM technique was used along with CFA and path analysis to test the study hypotheses. In this regard, AMOS has been used in this study to accomplish the key research objectives. It has been found that there is a significant impact of innovativeness and risk-taking on the operational performance, whereas risk-taking and creativity aspects of entrepreneurial leadership are found to have a significant impact on the financial performance of the manufacturing firms in Jordan. On the other hand, it is also determined that technical performance significantly moderates the relationship between entrepreneurial leadership and operational performance. Moreover, commercial performance and social performance significantly moderates the association between entrepreneurial leadership and financial performance.
Keywords: entrepreneurial leadership; financial performance; operational performance; innovation; manufacturing sector; Jordan.
ANALYSING MUNICIPAL OFFICIALS PERCEPTIONS ON SOLID WASTE MANAGEMENT PROCESS AND CLEAN INDIA MISSION IN THANJAVUR DISTRICT, INDIA
by Badrinath V, Gnanadhas Delina, Karthikeyan S
Abstract: Solid waste management processes and cleanliness have been complex challenges in India. The launch of Swachh Bharat Mission (Clean India Mission), a nation-wide campaign aroused the interests of many researchers and practitioners in cleanliness and waste management. This is a perceptual study that analysed municipal officials perceptions on solid waste management process and effectiveness of Swachh Bharat mission pertaining to Thanjavur, a district of rich cultural heritage in Tamil Nadu, India. This study assessed the respondents perceptions on existing methods of waste collection and its disposal. This research work also examined the challenges in the solid waste management process and successful implementation of Swachh Bharat mission. Further, the influence of socio-demographic factors on solid waste management and clean India mission was explored. The findings of this study may be beneficial to researchers, authorities and policy makers to progress further in this area for ensuring effective solid management process and cleanliness.
Keywords: solid waste management; clean India mission; Swachh Bharat mission; Swachh Bharat Abhiyan; Thanjavur; India.
Eliminating End of Line Rejections-a quality filter
by P. Raghuram, Ashwin Srikanth, Rithan Mandesh P
Abstract: Growing production volumes and high-quality requirements are some of the main challenges faced by manufacturing industries today. End of line rejections and rework contribute towards increasing the component costs, which in turn affects the customer pricing or company profits. The workaround created due to rework increases the complexity of flow and contributes to the hidden factory. This paper elaborates a step-by-step approach using a case study to develop a quality filter mapping for an engine assembly line which eliminates end-of-line rejections and rework. A pareto analysis reveals the vital few defects that are occurring along the assembly line. The root causes of these defects are identified using a cause-and-effect diagram and are mapped along material flow in the assembling plant. The quality filter map can be used to integrate quality control into the process flow and thereby prevent the flow of defectives in assembly and manufacturing lines.
Keywords: quality filter mapping; defect mitigation; step-by-step approach; assembly line.
Assessing the effect of marketing mix on tourists satisfaction: Insights from Bangladesh
by Afzal Hossain, Shahedul Hasan, Md Yusuf Hossein Khan, Md. Humayun Kabir Chowdhury
Abstract: The tourism industry has grown to be a significant contributor to a countrys economic growth. Therefore, the core intent of this study was to assess the effect of the marketing mix on tourists satisfaction in the contexts of Bangladesh. PLS-SEM method implied that tourists satisfaction was significantly and positively influenced by four factors, i.e., product, price, process, and physical evidence. The hypothetical result highlights that destination marketers or policymakers can implement into their marketing strategy and take into consideration the factors of tourists satisfaction which has been proposed in this study to make Bangladesh a
Keywords: destinations; marketing mix (7Ps); tourists satisfaction; structural equation modelling; partial least square structural equation modelling; PLS-SEM; Bangladesh.
Applying Lean Practices in Retail Lending Sector of a Bank in Trinidad and Tobago: A Case Study
by Kuldeep Ojha, Kuldeep Ojha, Shireen Deen, Shireen Deen
Abstract: This study aimed to explore how the application of lean practices on the loan approval process could impacts the lending unit of
Keywords: lean practices; waste; value-adding activities; customer; loan; process improvement; Trinidad and Tobago.
HOW SOFT SKILLS CONTRIBUTE TO INCREASING SCI LEVELS
by Fernanda P. Arantes, Maria Silene Alexandre Leite, Antonio Cezar Bornia
Abstract: Staff attitudes, skills, and personality traits reflect in the way how the organisation executes its actions, with a direct impact on performance. However, little is known about the abilities needed to contribute to SCI levels. In this sense, this article seeks to show that, besides technical skills, there is also a set of soft skills needed to contribute to increasing the level of SCI. From an integrative review with systematic search, based on the search and selection process of ProKnow-C method references, it was possible to compile a set of soft skills that are essential for SCI. Some of them are more focused on management positions, and others that are fundamental for all positions within an organisation. The development of these abilities through human resource management practices tends to produce extremely positive results for SCI.
Keywords: integration; supply chain; soft skills; communication; human resources; trust; collaboration; cooperation; flexibility.
Mystery Shopping Considering Lifestyle Heterogeneity
by Hiroki Takahashi, Shohei Kawasaki, Takeshi Takenaka, Hiroshi Nishikoori
Abstract: A mystery shopping company accumulates numerous subjective evaluations of services by mystery shoppers in various industries. Mystery shopping companies can develop more sophisticated sending plans of mystery shoppers if they understand the tendency of subjective evaluation of each mystery shopper. We examined the possibility of using lifestyle factor scores to represent the mystery shoppers tendency of subjective services evaluations. Using multi-group structural equation modelling on mystery shopping data of Japanese pubs, reported by 4686 mystery shoppers, we demonstrate that their lifestyle factors influence their service evaluation. Our results suggest that considering the lifestyle of mystery shoppers provide a new avenue in understanding mystery shopping.
Keywords: lifestyle; multi-group structural equation modelling; mystery shopping; factor analysis; service; subjective evaluation.
Impact of Competency Skills Interventions on Employee Effectiveness in IT Industry in India: Intermediary Role of Change Management Practices and Employee Involvement
by Shikha Sahai, Ashutosh Nigam, RAJIV SINDWANI
Abstract: Employees are an important asset of any organisation. The current study examines the impact of competency skill interventions on change management practices and employee involvement, and the effect of employee involvement and change management on the effectiveness of employees working in the Indian IT industry. Two hundred seven managerial employees participated in the semi-structured online primary survey in Delhi-NCR to record their perception regarding practices relevant to employee effectiveness in organisations. A descriptive research design has been used to fulfil the studys various research objectives. Statistical analysis techniques correlation and regression tests have been used on the collected data, and the results demonstrate a positive and significant impact of competency skill interventions on change management practices and employee involvement. Findings suggest that the employees involvement in the decision-making process and efficient change management practices improve employee efficiency. The managers can use these findings to develop employee skill mapping schedules and use innovative change management practices to enhance employee efficiency in the IT industry.
Keywords: competency skill intervention; employee involvement; change management practices; employee effectiveness; employee efficiency; India.
The Impact of Total Quality Management by Mediator's Compliance and Information Technology on Education Performance in Secondary Schools Iraq
by Sami Abdullah Kadhim
Abstract: Total quality management (TQM) plays a significant role in the improvement and development of education performance (EP) in state institutions. There are many problems facing education: first, the lack of TQM implementation in secondary schools has resulted in poor education performance. Second, lack of compliance by stakeholders in the implementation of TQM has exacerbated the issues. Third, poor implementation of information technology (IT) to boost education performance in Iraq necessitated embarking on this research. Fourth, weakness in education performance was another associated problem in Iraqi educational system. This study aims to improve education performance in secondary schools. This study has used Statistical Package for Social Sciences (SPSS), SamrtPLS 3, and quantitative survey. There is a significant relationship between TQM and EP, with information technology (IT) and compliance (CO) as mediators in the secondary schools in Iraq.
Keywords: total quality management; TQM; education performance; compliance; information technology; Iraq.
Analysis of factors influencing Internet of Things integration in Lean Manufacturing using Fuzzy TOPSIS: A case study
by Arun Karthikeyan, S. Vinodh
Abstract: Nowadays, with the support of internet of things (IoT) technology,
all activities and processes are able to achieve shorter lead time and reduced
waste. Thus, IoT is able to give significant benefits upon its integration with
Lean Manufacturing and results in creating smart factory. Hence, this paper is
focussed on analysis of factors influencing integration of IoT in lean
manufacturing. 12 factors influencing IoT in lean manufacturing were
identified through extensive literature review. Through fuzzy TOPSIS
(a MCDM technique). the aspects/factors identified were prioritised and ranked
on the basis of benefit to cost criteria. It was found that decentralised and
knowledge-based decision making is the most significant factor with highest
benefit criteria and least cost criteria. The last stage involved suggesting
necessary improvements from IoT viewpoint for higher efficiency, which
creates a new paradigm of smart factory.
Keywords: internet of things; IoT; lean manufacturing; multi criteria decision making; fuzzy TOPSIS; smart factory.