International Journal of Services and Operations Management
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International Journal of Services and Operations Management (113 papers in press)
Abstract: The use of Lean principles has long enabled the improvement of efficiency and competitiveness in manufacturing firms, but during the last decade, advanced digital and automated solutions have been more in the spotlight. It has been suggested by some authors that Lean and digitalisation are mutually exclusive, although most authors now agree that the two are indeed compatible. It thus seems that the most urgent question is not whether Lean and digital technologies can be combined, but rather how. This paper uses a large-scale survey of manufacturing units in Europe to explore the relationship between three types of Lean production practices and the use of digital technologies in production. The analysis shows that three types of Lean practices Lean flow, Lean work organisation and Lean human resource management are strongly associated with firms adoption of digital technologies in production by manufacturing firms. Based on the results it is suggested that, as a theoretical explanation, a firms experience of Lean may act as an absorptive capacity when adopting digital technologies. A number of practical explanations are also provided, e.g., that systematic improvement efforts are also beneficial when implementing digital technologies.
Keywords: Digitalisation; Lean practices; manufacturing strategy; absorptive capacity; Industry 4.0.
Operational Capabilities Dissemination for Sustainable Competitiveness: Towards an Integrated Framework
by Cristiane Biazzin, Ely Paiva, Julio C.B. Figueiredo
Abstract: This article aims to present an integrated framework, composed by micro and meso factors that impact the process of operational capabilities dissemination among an intraorganisational network (manufacturing or service provider). There are various perspectives to explain it, however, due to high number of factors and complexity of operational capabilities elements, previous studies seem to be incomplete to unfold the entire process of capability dissemination. This study comprises a multi-stage empirical analysis of managers perceptions of the factors for building a cognitive causal model for operational capability dissemination within a network. The contribution of this study includes: 1) as a methodological tool, it can support future researchers during the difficult process of forming causal relations; 2) as a theoretical framework for operational capabilities dissemination to sustain and spread competitiveness among units; 3) can support managers to address actions for capability dissemination and overcome the challenges to keep sustainable competitiveness.
Keywords: cognitive causal mapping; operational capabilities; organizational networks; capability dissemination.
A capability perspective on service provision in project-based organisations
by Saad Zighan, Ziad Al-Kalha, David Bamford, Iain Reid
Abstract: The theoretical underpinnings related to the required capabilities of service provision remain under development. Hence, this study aims to explore the pathway for service business development in project-based organisations. Using a qualitative case study approach, 30 interviews were conducted with project-based organisations from five different industries in eight countries. Thematic analysis techniques were used to analyse the data. Upon which, this study identifies the essential capabilities for the successful implementation of servitisation strategies; these direct the projects to be customer orientated and sustain the core operations of service provision. Adopting dynamic capability theory, the study offers a roadmap for how project-based organisations develop and gain these capabilities. The results indicate a difference between the companies in developed as opposed to developing countries, when building their capabilities. The study contributes to the body of knowledge and proposes to decision makers the use of effective processes to help align project operations and service provision activities. It explains how project-based organisations reconfigure their resources to build essential capabilities to provide services. Moreover, the study highlights the differences between developed and developing countries in terms of the capabilities used and how they develop them.
Keywords: Keywords: Servitization; Project-based Business; Dynamic capability theory.
An efficient supplier selection model for pump industry through Best - Worst Method.
by Vishnu Raghunathan, Rajesh Ranganathan, Manivel Palanisamy
Abstract: Global trend has turned out customers to seek for diverse range of application-based products conferring to their prerequisites. This paper emphasis the supplier selection process in pump manufacturing industry by adopting zero inventory concept. Major factors such as cost of delivery, capacities, quality, price, stand-alone suppliers, reliability and suppliers profile etc. are the fundamental parameters in the supplier selection process which tends to have a major influence on product delivery and complete satisfaction of the customer. Multi-criteria decision-making (MCDM) technique and best-worst method (BWM) is utilised to avoid ambiguity in supplier selection and improve the on-time receipt (OTR). A novel methodology was developed to analyses supplier selection process and the developed methodology has been validated through a case study.
Keywords: Pump industry; Supplier selection; MCDM techniques; Best-Worst Method.
A novel multi-objective mathematical model for designing strategy map with goal programming approach
by Meghdad Haji Mohamad Ali Jahromi
Abstract: The advantage of the balances scorecard (BSC) is that considers financial and non-financial aspects simultaneously so that each of them has corresponding indicators and each indicator supported with one or more initiative(s). Selecting identified objectives in light of the importance by considering organisational constraints (i.e., resources) are important, as well as determining cause and effect relationships between them in different aspects. The purpose of this paper is to select strategic objectives from identified potential strategic objectives and selecting the important relationships between them. This paper presents a goal programming approach to model building strategy map. This model contains three goals, these goals related to relative importance of strategic objectives (G1), number of casual relationships (G2) and relative importance of relationships (G3). Finally, by solving a problem as a real case of a business company with different targets and different weight for objectives, the performance of the developed model has been examined. Results represent the models efficiency in presenting a suitable strategy map according to the decision makers want and organisational constraints.
Keywords: Balanced Scorecard (BSC); Strategy Map; Goal programming.
Bi-objective optimization of the joint replenishment problem in a two-echelon supply chain
by Leopoldo Eduardo Cardenas-Barron, Pejman Ahmadi, Seyed Hamid Reza Pasandideh, Seyed Taghi Akhavan Niaki
Abstract: In this research, a bi-objective optimisation model for the joint replenishment problem (JRP) of a supply chain comprised of a single supplier and multiple retailers is developed, in which the retailers are assumed to be members of a unique distribution company. The mathematical model minimises the suppliers as well as the retailers cost subject to some constraints. The constraints are the required storage spaces for any retailer, for any product, and for all the products. The benefit of using the JRP policy is shown based on minimising total cost of supplier and retailers. Since the developed model of the problem is NP-hard, the multi-objective meta-heuristic optimisation algorithm of non-dominated sorting genetic algorithm-II (NSGA-II) is proposed to solve the problem. Besides, since no benchmark is available in the literature to verify and validate the results obtained, a non-dominated ranking genetic algorithm (NRGA) is suggested to solve the problem as well. For further validation, the Pareto fronts are compared to lower and upper bounds obtained using a genetic algorithm employed to solve two single-objective problems separately.
Keywords: Supply chain management; joint replenishment problem; NSGA-II; NRGA.
System Dynamics Modelling for Chemical Supply Chain- A Case Study
by Sunith Hebbar, Azeen Khan
Abstract: Chemical supply chain constitutes all the activities from sourcing of raw materials to the delivery of goods to customers within, or across national boundaries. The study was conducted in ABC Ltd. company which manufactures chemicals like methanol and benzene. The firm was concerned about significant risks in SC like uncertain demands and orders. Thus, a system dynamics model was developed and simulated for the SC under changing demand levels, raw material shipment time, and cycle time. The results revealed that the increase in shipment time did not affect the sales, but, the RM inventory increased. Thus, it was advised to change the ordering pattern which minimises RM inventory. The results also revealed the existence of the bullwhip effect and identified an ideal cycle time which stabilises the system. An optimum requirement of transportation resources, labour and trucks, were determined. Furthermore, appropriate suggestions were made which may help in improving the SC performance.
Keywords: Chemical Supply Chain System Dynamics Supply Chain Risk Backlog level Cycle time Bullwhip effect Transportation Capacity.
Consumers preferences in purchasing recycled/refurbished products: An empirical investigation
by Jafar Heydari, Hediyeh Mahmoodi
Abstract: In this paper, we empirically examine consumers' behaviour in purchasing products made of recycled material. Impact of three factors of discount, warranty, and money-back guarantee (return acceptance) on respondents' willingness to buy recycled/refurbished products are analysed by conducting a survey using questionnaire on 150 respondents. Our survey examines how people with different levels of consumer environmental awareness (CEA) and perceived consumer effectiveness (PCE) behave while they buy various types of recycled/refurbished goods. To this aim, we categorise products into four sorts: 1) technology; 2) household; 3) personal; 4) luxury. Our findings reveal that recycled/refurbished technology products are more popular while there is a little interest in buying refurbished personal products. In addition, the results demonstrate that, although offering discount and warranty have a positive impact on the consumers' willingness to purchase recycled/refurbished products, more than half of the respondents prefer money-back guarantee when buying a recycled/refurbished product.
Keywords: Consumer Preferences; Consumer environmental awareness; Discount; Warranty; Money-back guarantee; recycled product; refurbished product.
The home care districting problem: an application to Family Clinics
by Olavo Diogo, Eduardo R. De Vargas, Peter Wanke, Henrique Correa
Abstract: There are five major issues associated with the provision of home healthcare services: facility location, districting, assignment, scheduling, and routing problems. This article investigates methods to solve home healthcare districting problems in order to improve the management of family clinic operations. Family clinic is a community healthcare centre which comprises a network of clinics staffed by a group of general practitioners and nurses providing primary healthcare services in a certain area of Brazil. The most relevant authors on this subject and the techniques most utilised to solve the districting issue are identified through a social network analysis of the authors. Finally, one of these techniques is applied to analyse its suitability for the (real) case in question, and paths are suggested to resolve territory alignment problems in the implementation of family health strategies.
Keywords: metaheuristics; districting; health care; territory alignment; family clinics; algorithm.
A Deterministic Inventory Model of Aluminium Refreshment Cans in Reverse supply Chain
by Ajay Behera, Sasmita Mohapatra, Rabindra Mahapatra, Harish Das, Malay Pradhan
Abstract: The purpose of this paper is to present an original model for the production-recycling-reuse of aluminium refreshment cans. It is assumed that 250 ml aluminium cans are collected from the market. The cans are then sorted into non-tainted and tainted categories. The non-tainted aluminium cans are either reproduced or utilised as re-machining blended with primary (virgin) aluminium metal for creation of new cans to fulfil demand. The tainted cans are either sent to vendor utilising poor quality aluminium or discarded in a scrap yard. Numerical studies are used to illustrate the behaviour of the model, with an emphasis on exploring the reduction of total inventory cost of system and the amount of cans going into a scrap yard. Numerical analysis conducted on the model found that the amount of cans collected had the largest influence on the outcome of the total system unit time cost.
Keywords: Aluminium; cans; Reverse supply chain ; Total inventory cost; scrapyard.
Responsiveness model of textile supply chain
by P. Raghuram, Saleeshya P.G
Abstract: Responsiveness of the supply chain is a crucial factor in improving the capacity to earn greater profits for individual companies and the supply chain as a whole. The ability to meet customer demands promptly and improving the frequency of financial turnover are the direct consequence of responsiveness of their supply chains. This paper aims to examine the effect of the combination of material flow, information flow, lead time and overall capability on the responsiveness of a textile supply chain. With an online-cum-direct survey of 246 textile industries in South India, followed by exploratory factor analysis, we develop a model of supply chain responsiveness. Then, the developed model is validated through structural equation modelling (SEM) using model fit metrics. A comprehensive model considering the entire supply chain may lead to an improved responsiveness, greater financial turnover and allows suitable measures across the supply chain to become more responsive to the customer.
Keywords: supply chain responsiveness; textile industry; exploratory factor analysis; structural equation modelling; SEM.
Key factors of service quality of B-2-B technology providers
by Fredric Swierczek, Theerawut Monta
Abstract: Empirical studies of B-2-B service quality in B-2-B are rare, particularly in banking and telecom. This paper analyses the key factors of service quality of a technology provider for banking and telecommunications. It considers how service quality relates to the decision criteria of IT executives in these sectors for the selection of a technology provider in an emerging market. 597 IT executives in banks and telecom companies in Thailand were surveyed. Data analysis was conducted using structural equation modelling. The value of an adapted SERVQUAL/SERVPERF in B-2-B is confirmed by the bank and telecom executives. Importance based on the SERVQUAL/SERVPERF dimensions was strongly related. Expectations including customer responsiveness were second in importance. Influence of the provider was related to the decision. Executives indicated that service quality was not enough to make the decision to award a service contract. Technology providers should enhance their service quality capability and collaboration.
Keywords: B-2-B; IT service support; emerging market; Banking; Telecommunications; SERVQUAL.
An empirical study on Supply Chain Management practices within the hotel segment in Spain using an Artificial Intelligence technique
by Silvio Pires, Luis Eugenio Carretero Díaz, Pablo Estevez, Alba Abreu
Abstract: This article addresses the supply chain management (SCM) of hotels in Spain investigating whether there is a relationship between their SCM practices and their economic and non-economic results. A grouping technique, from the context of artificial intelligence (AI) known as self-organising neural networks was used and the analysis comprised hotel companies operating in Spain classified as four-star. This category includes the largest number of companies who use SCM practices. One hundred and forty-six hotels were investigated and five adjacent groups (clusters) were identified in relation to using SCM practices. Results show mainly that a broader approach when applying SCM practices in supply chains leads to better results.
Keywords: Service Operations; Service operations performance; Supply chain management practices; Self-Organising Neural Network technique; Artificial Intelligence; Hotel; Spain.
New Realities in Services: Challenges and Opportunities
by Pratap Chandra Mandal
Abstract: Business environment is dynamic and companies providing services require appreciating the new service realities and develop strategies to sustain the competition. New service realities may relate to shifting customer relationships, customer empowerment, and customer coproduction. In this competitive environment, companies require satisfying both employees and customers to succeed in the long run. Companies require developing strategies to prevent occurrences of service failures, to rectify service failures, and maintain the focus and enthusiasm of employees high. Proper understanding of the new service realities, development of strategies to deal with them, and their effective implementation and execution provide a direction for service companies to excel, delight their customers, and build relationships with their customers.
Keywords: service realities; customer empowerment; coproduction; employee satisfaction; customer relationship.
Facility Layout Problem By Integration of AHP and computer simulation with DEA
by Saeedeh Ketabi, Mahsa Ghandehari, Mehdi Poormostafa Khoshkrodi
Abstract: The facility layout problem (FLP) is concerned with finding the optimal facility arrangement in the existing layout. A layout generation and its evaluation are often challenging and time consuming due to their inherent multiple objectives in nature and their data collection process. This paper aims to propose an integrated approach of fuzzy analytic hierarchy process (AHP), computer simulation and data envelopment analysis (DEA) for facility layout design improvement and optimization. Computer simulation is used to determine quantitative measures. AHP is used to determine first, the weight of qualitative measures for layout alternatives and second, their qualitative measures. DEA is performed by employing total cost and wait time as the input variables, accessibility and flexibility as the output variables to evaluate different layouts. Then, the alternative layouts are ranked by solving the super-efficiency DEA model for the layouts. The results imply that the proposed methodology is more reliable compared to the existing approaches.
Keywords: Facility layout problem (FLP); Analytic Hierarchy Process (AHP); Computer Simulation; Systematic Layout Planning (SLP); Data Envelopment Analysis (DEA).
Optimal Inventory Management System for Deteriorating Items with Linear Demand, Shortages and Partial Backlogging in a Triangular Fuzzy Setup
by Rakesh Kumar Bajaj, Saurabh Srivastava
Abstract: In the present communication, we have proposed an optimal inventory management system for deteriorating items with linear demand, shortages, variable rate of deterioration and partial backlogging in the fuzzy environment. In real life situations, we certainly face the uncertainty component associated with the different parameters such as demand, raw materials supply, various other inventory costs, rate of deterioration, etc. Uncertainty theory in fuzzy terms has been found to be a useful methodology to describe the inherent subjective indeterminacy. The objective of the present work is to optimise the total average cost function by taking triangular fuzzy numbers into account. The defuzzification methods viz. graded mean, signed distance and centroid have been applied to obtain the results of the proposed model. For a detailed illustration of the proposed model, an example of inventory model has been considered and solved in view of the parameters involved. Further, the sensitivity analysis with respect to the various influencing parameters have been presented with the help of some graphical representations. The paper is finally concluded with a scope for the possible future work.
Keywords: Inventory; deteriorating items; shortages; partial backlogging; triangular fuzzy numbers; defuzzification.
The path to digital transformation: overcoming prejudice in the digital era with service operations
by João Reis, Nuno Melão
Abstract: Innovation in service science and the adoption of new information and communication technologies are transforming the business landscape. While senior customers are facing ever-greater challenges to adapt to new technologies, non-aligned customers may be taking defensive stances towards the adoption of new technologies. These sceptical positions may eventually weaken the firms' strategies towards the path to digital transformation. This paper uses a qualitative case study research to analyse a Portuguese network of firms who gathered around a common technology to deliver services to their customers. Although this business network appears to be gathering nation-wide enthusiasts and seem to be a success in delivering heterogeneous services through new technologies, some customers appear to contest. The results indicate that while senior customers are trying to adapt to new technologies or at least adopting an optimistic stance by showing some kind of curiosity, a niche of sideliner customers are not overcoming preconceived misconceptions, preventing them from taking a closer contact to new markets and services. By investing on the integration of sceptical customers and service operations standardisation, firms may avoid negative word-of-mouth, find new sources of revenue and expand their business, thereby increasing their competitiveness over their rivals.
Keywords: Digital transformation; prejudice; digital era; service operations.
A mathematical model for pollution and cost optimized logistics based on environmental vehicle standards for SMEs
by Anand Jaiswal, Cherian Samuel, G. Abhishek Ganesh
Abstract: Small and medium enterprises (SMEs) operate in complex supply and logistics systems. Most of the optimisation issues in such logistics arrangements are focused on minimising cost and time. But with rising environmental concerns, sustainable and green solutions have become important criteria along with other optimisation issues. This paper aimed to provide a solution for greening the supply chain by minimising the vehicular pollutant emission through prioritising the use of better environmental standard vehicles. The paper proposed a pollution optimisation model to reduce the pollutant emission and a cost optimisation model to minimise the transportation cost in the logistics of SMEs. The work also compared minimised cost logistics and cost of the minimised pollution logistics for analysing the difference of cost in greening the supply chain. Solution methodology used Timsort-based algorithm implemented by C++ to solve the model, and the problem is analysed over a test case for model estimation.
Keywords: Logistics; Supply chain management; Transport cost; Pollution; Environment; Optimization; SMEs; Green supply chain; Vehicular pollutants.
A case of fifty-five years of Servitization in the Frozen Concentrated Orange Juice industry
by João Batista De Camargo Junior, Silvio Roberto Ignacio Pires, Pedro Domingos Antoniolli
Abstract: Although the term servitisation was coined in the late 1980s, this paper identifies and investigates a case that has been practiced in Brazil since 1963 by a capital goods manufacturer, which is focused on supplying machines and services to largest producers of frozen concentrated orange juice in country. Therefore, the aim of this paper is to describe and analyse the main characteristics of this case. Methodology used corresponds to an exploratory and in-depth case study conducted from supplier company perspective, but also by investigating its main customer company (dual approach). Data obtained were described and analysed using a framework designed for this purpose that is based on three classic publications on the subject. Results demonstrate a case of extreme servitisation, even for standards considered in present literature.
Keywords: Supply Chain Management; Servitization; Product-Service Systems; Capital Goods industry; Frozen Concentrated Orange Juice industry.
A quantitative exploration of service brand avoidance and its antecedents
by Pierre Mostert, .Sotira Petrou, Danie J. Petzer, Adele Berndt
Abstract: With consumers increasingly avoiding service brands due to a wide range of transgressions by organisations, it is surprising that research relating to service brand avoidance is lacking, with most studies focusing on positive brand associations. However, more recently researchers started exploring service brand avoidance by gaining insights into this phenomenon through qualitative research by identifying possible reasons as to why consumers would not only avoid service brands, but also terminate their relationships with brands. This paper furthers our understanding of service brand avoidance by being one of the first research studies to quantitatively explore the antecedents of service brand avoidance. Data were collected by means of convenience sampling from 299 South African cell phone users. Findings indicate that of those antecedents of service brand avoidance identified through previous qualitative studies, identity avoidance, moral avoidance, deficit-value avoidance and experiential avoidance predict service brand avoidance, whereas advertising avoidance does not.
Keywords: Service brand avoidance; identity avoidance; moral avoidance; deficit-value avoidance; experiential avoidance; advertising avoidance.
Analysis of the Factors That Influence Adoption of Information from Managerial Responses to Negative Electronic word-of-mouth
by Fayiz Shrafat, Dia Zeglat, Waed Ensour, Nael Sarhan
Abstract: The purpose of this study was to identify the informational determinants of persuasive managerial responses to negative e-WOM, when recipients accept managerial response information, and which factors encourage adoption. Using the elaboration likelihood model and the theory of information adoption, the study develops a research model to investigate information adoption determinants that influence managerial responses to negative e-WOM through informational usefulness in the context of consumer-to-business communication. The partial least squares technique is used to test the proposed model on 318 effective data points. The results show that argument quality and source credibility positively influence the adoption of managerial response information through informational usefulness. Among the precursors of information usefulness, quality factors (comprehensiveness and accuracy) exert a significant influence. Theoretical and managerial implications are discussed.
Keywords: Electronic word-of-mouth; Managerial response; Argument quality; Source credibility; Informational usefulness; Information adoption.
Design of Lean Manufacturing based strategies to improve the Production Process of a metalworking company.
by Dionicio Neira Rodado, Vanessa Judith Valle Mercado, Dayana Daniela Benitez Acosta, Juan Carlos Cabarcas Reyes, Aurora Piñeres Castillo, Guilherme Luz Tortorella
Abstract: The objective of this research is to design strategies based on lean manufacturing principles in order to improve the efficiency of the production process of a metalworking company. Lean manufacturing is a continuous improvement philosophy that aims to eliminate or reduce through different tools, all types of waste found in a production process. During the project, a detailed analysis of the production processes was carried out; with operations diagrams, Pareto charts, Ishikawa diagrams, VSM, among others. With this, it was possible to determine the different problems present in anchor rods and clamps production line. According to the project progress, each of the improvement strategies was developed, proving its functionality and utility for productivity and cost reduction. Finally, the waste reductions generated by each strategy were calculated, and then the benefits and the investment required for the implementation of the strategies, justified by the cost-benefit analysis.
Keywords: Lean Manufacturing; Waste; Productivity; VSM; SIPOC.
Big Data Project Management by Agile Approach: in the Case of the Seoul Metropolitan City Owl Bus
by Kyung Hoon Yang, Sung Hyun Kim, Chang Ik Song
Abstract: Big data has proven to be a good source in analysing complicated situations and designing complex systems. With big data analysis, solutions have become more accurate. However, due to a lack of experience with big data, projects that generally handle big data have a higher failure rate in terms of time, money and user satisfaction. Therefore, projects involving big data should differ from a typical project. Using the case of the Seoul Metropolitan City Owl Bus, the authors have setup project procedures and raised several issues developers would do well to consider when dealing with big data. When the Seoul City Government in South Korea planned the night bus lines and its schedules, it made use of big data to do so. We expect that this case analysis will guide the further usage of big data in the service sector project management.
Keywords: Big Data Data Analysis Simulation Public Policy Agile Project Management Scrum Project Management Extreme Project Management DevOps Project Management Service Management.
Sustainable product development of tablet device using Environmental Conscious QFD-Weighted Decision Matrix evaluation: A case study
by S. Vinodh, Manjunatheshwara K. J
Abstract: The study applies an integrated framework of environmentally conscious quality function deployment (ECQFD) with weighted decision matrix (WDM) for sustainable development of the tablet device. ECQFD phase I prioritised design metrics were found to be 'product design', 'process improvement' and 'reduced energy consumption' with relative weights of '0.1081', '0.1014' and '0.0916' respectively. In phase II, 'battery' and 'front and back covers' were found to be prioritised components. From phase III option I, 'product design' was found to have more improvement effect and from option II 'process improvement' was found to have the highest improvement effect. From phase IV, option II was found to be the best. Three designs were conceptualised based on the results of ECQFD. Design 1 with a score of 2.63 was identified as the best design using WDM. This study could be beneficial in overcoming the lack of knowledge and realise the potential for successful sustainability implementation through ECQFD.
Keywords: Quality Function Deployment; Environmentally conscious QFD; Sustainability; Environmental quality; Weighted Decision Matrix; Consumer electronics; Eco-design; Product development.
Developing dimensions of the marketing-operations alignment construct
by Kedwadee Sombultawee, Sakun Boonitt
Abstract: This paper develops a theoretical dimensional model of marketingoperations alignment that can be used to align strategic, tactical, and operational priorities within the organisation. Results are derived from case studies at four firms in different industries in Thailand. Data was collected using in-depth interviews with marketing and operations managers and top leadership and analysed using template analysis. The analysis found five dimensions of marketing-operations alignment, including leadership strategy, information exchange, decision coordination, performance evaluation, and reward systems. These findings supported the development of a dimensional process model of marketing-operations alignment, beginning the development of an integrative theory of marketing-operations alignment. The study provides a template for implementation in the organisation and identifies opportunities for further research. The findings imply that marketing-operations alignment should be a concern for managers, although the research is limited in that the model is not yet fully developed.
Keywords: marketing-operations alignment; market orientation; coordination decision; reward system; information exchange; leadership strategy; performance evaluation; template analysis; multiple case studies.
A Two-Step Dynamic Scheduling and Assignment Method for the Tooling Original Design Manufacturers
by Chieh Lee, Xun Xu, Yaning Yang, Ming-Feng Yang
Abstract: Tooling original design manufacturers have to meet highly customised product design requirements and provide a reliable delivery time for their buyers. For such mass customised tooling, high uncertainties and complexity are inevitable in the manufacturing process, especially in the labour-intensive final assembly department. We propose a two-step dynamic method that helps the tooling manufacturer in scheduling and assigning jobs at its assembling department. First, the algorithm creates a queue for incoming orders based on the bottleneck sector with a modified critical ratio (mCR). Second, the orders are assigned to assembling teams by the Hungarian method based on the availability and competitive advantage of each team. This method allows managers to update each operations team on-site, reduce the statistical dependency, and avoid work-in-process inventory build-up in the production system. In a numerical study, we illustrate the effectiveness and cost reduction potential of our method.
Keywords: Scheduling; Dynamic Assignment; Hungarian Method; Tooling Industry; Open Job Shop.
The Complementarity of Lean Manufacturing Practices with Importance-Performance Analysis: How Does It Leverage Inventory Performance?
by Gusman Nawanir, Yudi Fernando, Lim Kong Teong
Abstract: This paper aims to examine the effect of lean manufacturing (LM) implementation on inventory minimisation (IM) directly and indirectly [i.e., through manufacturing flexibility (MF) as a mediating variable]. This empirical study used a survey-based quantitative data through a cross-sectional research design and stratified random sampling technique for sample selection. A total of 236 large manufacturing companies were participated in the study. Four hypotheses were tested statistically by applying structural equation modelling (SEM) with Smart PLS 3.2.7. The finding revealed that in order to leverage MF and subsequently augment the inventory performance, LM should be applied in a holistic manner because of the complementary relationships among its practices. The importance-performance map analysis (IPMA) found the LM as the main driver of IM. Despite performing at the comparable level, LM has substantially higher importance than MF. Consequently, performance should be prioritised at the implementation of LM by focusing on the most important constructs of LM (i.e., TPM, quality control, quick setup and flexible resources). This study contributes to filling the existing gaps of limited studies investigating the effect of LM on both MF and IM. The practitioners will be benefited by understanding the vital constructs of LM to improve MF and inventory performance.
Keywords: lean manufacturing; inventory minimization; manufacturing flexibility; importance-performance map analysis (IPMA).
The Role of TQM in Education: An Empirical investigation on Preparatory Schools of Iraq
by Sami Abdullah Kadhim, M.D. Fauzi Bin Ahmad
Abstract: Total quality management (TQM) plays a vital role to ensure the success in educational institutions. Modern techniques should be applied in preparatory schools of Iraq in order to follow the rapid global pace. However, many previous studies have examined the impact of TQM on education (Edu.) but for the studies on Iraqi preparatory schools are limited. TQM has various approaches this study focus on cultural change, continuous improvement, and customer satisfaction. This is an empirical study; a questionnaire was adopted and distributed among Iraqi schools. Data were collected and analyses through structural equation modelling through smart PLS. It has been found that TQM has positive effects on educational performance. All three dimensions of TQM (change culture, continuous improvement and customer satisfaction) have a positive and significant relationship with educational performance. Lastly, leadership excellence is contributing more than knowledge excellence in educational performance. Meanwhile, this study will help the management of the school to strategic decision-making.
Keywords: Total quality management; Educational institutions; empirical study.
A two-period lot of sizing and pricing model for a perishable/seasonal item
by P.L. Abad
Abstract: In this study, we develop a two-period model for determining the lot size, period-one price and the rule for setting period-two price. The proposed model is applicable to lot sizing and pricing of a perishable or seasonal good when demand for the good is uncertain. In case of a perishable good, the retailer is assumed to follow a fixed replenishment interval which is assumed to be shorter than the fixed lifespan of the product. The interval in turn is divided into two periods. We represent demand in each period using an additive error demand function where expected demand is a decreasing function of the selling price. Consumers prefer fresh products and a farther 'best before' date, i.e., when a good is perishable, there tends to be value drop as units age over the periods. In case of a seasonal good, the planning horizon is the entire season, and there may or may not be value drop over the two periods.
Keywords: service level; stochastic optimization; inventory management; lot sizing; pricing; two-stage; retailing; value drop; seasonal good.
Relationship between service quality, consumer values, satisfaction and loyalty: An empirical study of a shopping mall
by Domingos Fernandes Campos, Kelson W. S. Barros, Lieda A. Souza, Julio Cesar Ferro De Guimarães
Abstract: The primary purpose of this research is to examine the impact of mall service quality and utilitarian and hedonic consumption values on customers satisfaction and loyalty. A preliminary hypothetical model was analysed with the structural equation technique following the partial least squares approach. The results show the positive direct effect of the service quality offered by the shopping centre on customer satisfaction and consumer royalty. Utilitarian and hedonic values play an essential role in shopping centre customers satisfaction. Both shopping values help to produce satisfaction in shopping mall buyers. Hedonic values, though less effectively, also influence consumer loyalty directly. Mall managers and entrepreneurs should redouble their attention to the most important attributes associated with the quality and attractiveness of shopping malls and invest to achieve a high level of loyalty and consumer retention.
Keywords: Customer loyalty; Service quality; Customer satisfaction; Hedonic and utilitarian values; Shopping mall; Structural equation model.
On the Impact and Sustainability of Health Information Exchanges in the Hospital Supply Chain
by Henry Aigbedo
Abstract: Healthcare costs continue to rise in the US and some other countries. There have been calls to stem these increases while providing valuable healthcare services. Health information exchanges (HIEs) play a vital role in healthcare systems by enabling healthcare professionals to securely access and transmit patient information electronically. HIEs aim to reduce costs while improving speed and quality of patients care. HIE activities in the US have been largely government supported, but such support has continued to decline
Keywords: Healthcare Costs; Health Information Exchanges; Hospital Supply Chains; Healthcare Operations Management.
State of art Review on Strategies, Tools and Indicators of Sustainable Manufacturing
by S. Vinodh, Thirupathi RM, Dhanasekaran S
Abstract: Sustainable manufacturing enables manufacturing organisations to develop products with minimal environmental impact. Sustainability is based on triple bottom line approach with environment, economy and societal dimensions. Automotive component manufacturing organisations have been recognising the importance of sustainability. In order to better conceptualise sustainable system, strategies, tools and indicators to be better understood. In this context, this article presents the review on sustainable manufacturing strategies, tools, and indicators. The article presents the review in five perspectives of sustainable manufacturing: research studies, modelling, strategies, tools and indicators. A total of 89 articles were reviewed and analysed. Insights were derived from the reviewed papers. A conceptual framework for Sustainable Manufacturing implementation is presented.
Keywords: Sustainability; Sustainable Manufacturing; Strategies; Tools; Indicators; Framework.
Working Capital Models: A Generic Framework
by Lotta Lind, Timo Kärri, Veli Matti Virolainen, Sari Monto
Abstract: The importance of working capital management has been recognised recently in academia as well as in business. Yet, research on working capital models has been scarce, and many companies focus on managing the individual components of working capital instead of a holistic approach. This paper studies working capital models comprising the management of inventories, accounts receivable and accounts payable. Based on the systematical analysis of empirical data, consisting of the financial figures of 161 companies operating in the value chains of the automotive, pulp and paper, and ICT industries, the study introduces a generic framework for working capital models. The framework includes six generic working capital models and one sub-model, and offers a holistic view of working capital management. The study takes the initial step towards tightening collaborative actions between value chain partners regarding working capital. The introduced framework offers a managerial tool for analysing the material and financial flows at the company level as well as in the inter-organisational context.
Keywords: working capital management; financial supply chain management; financial collaboration; cash conversion cycle; working capital models.
An Optimization Approach for Simulation Operator Allocation and Job Dispatching Rule in a Cellular Manufacturing System
by Saeid Jafarzadeh-Ghoushchi, Ali Abbasi
Abstract: The purpose of this article is to present an approach based on simulation optimisation for improving the performance of cellular manufacturing systems through optimising operator allocation and job dispatching rules in each cell. In this study, we have considered stochastic parameters, machines' breakdown and multiple products in order to consider the problem as close as possible to real world situation. The presented approach is composed of Taguchi design of experiments, discrete event simulation, artificial neural networks, and data envelopment analysis. After determining the optimum scenario, it is compared to the present condition of the case and the improvements are determined. In order to evaluate the performance of the presented approach, lathing factory which uses cellular manufacturing system is considered as the case study.
Keywords: Simulation optimization; Cellular manufacturing system; Operator allocation; Job dispatching rule; artificial neural network; Data envelopment analysis.
A review on methods for materials planning and control in Healthcare Organizations
by Guilherme Tortorella, Najla Alemsan, Alejandro Francisco Mac Cawley Vergara, Rapinder Sawhney
Abstract: This study aims at identifying the existing methods for materials planning and control applied in healthcare organisations. An extensive literature review was performed in the main databased based upon two research axes: 1) materials planning and control, and 2) health services. Besides the content and bibliometric analysis, literature evidence was analysed from the perspective of two theoretical lenses: types of flow of value and complexity levels of hospital departments. Results from this review allowed the indication of two main research directions; they are: 1) integration among methods for materials planning and control, and 2) financial assessment of the implementation of materials planning and control methods in hospitals. The healthcare sector is highly important due to the criticality of it is quality, safety concerning patient care and the high cost involved in its operations. Furthermore, resources are usually limited, complicating its management.
Keywords: Healthcare; Materials planning and control; Literature review.
Integration of lean and green management: A bibliometric analysis
by Andrés Muñoz-Villamizar, Javier Santos
Abstract: Lean and green are major, compatible management initiatives because of their joint focus on waste reduction, efficient use of resources and emphasis on satisfying customer needs at the lowest possible cost (economic and environmental). From this angle, this paper presents a bibliometric analysis of the integration of lean and green management. To that end, this paper analyses 685 research papers retrieved from the Scopus database using the following parameters: year of publication, discipline, source, institution, country and citations. This final dataset was composed of articles from scientific journals published between 1992
Keywords: Lean; Green; Bibliometric analysis; Scopus; VOSviewer.
Nursing service planning for the satisfaction of patients: Models and algorithms
by Ali Ebadi, Mahdi Yousefi Nejad Attari, Ensiyeh Neishabouri, Seyed Sirvan Sharifi
Abstract: In this study, we aim to plan nursing services in order to reduce number of personnel and increase patient satisfaction in hospitals. Lack of enough expert staff is one of the main reasons for long-term waiting period of patients in hospitals. This research is a descriptive-analytical, applicable type that is conducted to determine the minimum required nurses according to patients referring at different times, determine program shift with the minimum required work hours and planning shifts of nurses with the lowest cost for emergency department. Its population includes the referred patients to emergency department and nurses of a medical centre. Time series method is used to predict number of the referred patients to emergency using MINITAB 2016 software. This paper provided a bi-objective mathematical model to minimise the number of nurses and wait time with a focus on patients' satisfaction. NSGA-II and Bees meta-heuristic algorithms are used as solution approach to solve the model. A results obtained from each algorithm is compared with each other under several indexes.
Keywords: Human Resource Planning; Management of Nursing Services; Multi-objective Optimization Model; Queuing theory; NSGA-II Algorithm; Bees Algorithm.
Measuring effectiveness of ticketing services of public transportation
by Govind Srivastava, Harsh Purohit
Abstract: Public transport services are going through transition phase across the globe due to changes in the market dynamics and growing expectation of commuters. As ticketing services of public transport organisation has abiding impact over ridership behaviour so public transport organisations are using innovative, customer centric and cost effective strategy to offer convenient, attractive and speedy ticketing solution to commuters. The current study has been undertaken to analyse effectiveness of each element of ticketing services of Delhi Metro over commuter's satisfaction. Both qualitative and quantitative research approach was used and Nivivo 11, SPSS.20 software was employed for identification of important issues and processing of the data. The result of the study reveals that commuters are highly sensitive about price of the ticket and long waiting time in a queue and suffocation at ticket counter is adversely influencing satisfaction of commuters.
Keywords: Ticketing Services; Commuter Satisfaction; Ridership Behaviour; Public Transportation; E- ticketing; Mobile Ticketing; Smart Card; Delhi Metro.
Selecting maintenance strategy and policies based on key performance indicators using TOPSIS technique With a case study in the steel industry
by Arash Shahin, Nahid Aminsabouri, Kamran Kianfar
Abstract: The aim of the study is to find how a framework could be developed for selecting the relevant strategy and policy of maintenance by TOPSIS and weighted mean approaches. For this purpose, first maintenance criteria and KPIs have been weighted; and then, maintenance strategy and policy have been selected. Esfahan Steel Company (ESCO) has been selected as the case study where in, the proposed approach has been examined. Statistical population included maintenance experts and managers of the company. TOPSIS and weighted mean approaches have been used for analysis. Findings imply that the strategy of preventive maintenance and policy of proactive maintenance have been selected and suggested to ESCO for decision making with the weights of 144.86 and 162.84, respectively.
Keywords: Maintenance strategy; Maintenance policy; TOPSIS; Key Performance Indicator (KPI); Esfahan Steel Company (ESCO).
Antecedents of Investor Sentiment in Jordan Market: Exploratory Study via the Structural Equation Modelling Approach
by Mohammed Iqbal Al-Ajlouni, Nawaf Alghusin
Abstract: The concept of investor sentiment deals with the psychological attitudes the investor has toward the security of the fiscal market or a related certain situation; accordingly, different antecedents and determinants make-off that attitudes. The current paper explores antecedents for investor sentiment (IS) in Amman Stock Exchange (ASE) using investor sentiment index (ISI) utilising SEM approach. Data was collected through surveying 401 current and potential investor in ASE through no probability purposive sampling using a self-administrated questionnaire. SEM using AMOS was employed and the result reported that the suggested ISI sufficiently predicted IS in Jordan setting as explained 62% of the achieved variance; moreover, IC was identified as the strongest antecedent along with PC, whereas SC and MC were identified as negative antecedents, and accordingly, the implication was discussed.
Keywords: Sentiment; antecedents; investor; Market; Exploratory; SEM; Jordan.
The Impact of Institute Size on the Relationship between Technological, Organizational factors and ERP Usage: A Moderation Analysis of Indian higher educational institutes
by Pratima Dabholkar
Abstract: The purpose of the study is to test the moderating effect of size of the institute on ERP usage in Indian higher educational institutes. Technological factors and organisational factors have direct influence on ERP usage. Multiple group modelling was used to determine whether or not the grouping variable, institutes size, has any influence on the structural equation model for the observed variables. There is a void in literature to see the moderating effect of size of the higher educational institutes on ERP success. The key finding of the study proved that size of the higher educational institutes moderates the relationship between technological factors, organisational factors and ERP usage which creates value for the institute. The model can be used as a guideline to ensure a positive outcome from ERP implementation in higher educational institutes. It also provides relevant recommendations to address issues related to ERP success in higher educational institutes.
Keywords: Enterprise Resource Planning; ERP; technological factors; organizational factors; structural equation modeling; ERP usage; Multiple group models; Higher Educational Institutes size.
Project Success in International Development Projects: The Case of Lebanon
by Mira Thoumy, Ghassan Beyrouthy, Chantal Souaid
Abstract: The purpose of this study was to explore the success of the Lebanese educational international development projects and find the relationship between contextual, EIDPs and project management critical success factors and project success as perceived by project teams working in Lebanon. We found that the creation and adoption of a proper execution plan as well as the favourable political, economic, social and cultural conditions and the existence of an adequate organisational infrastructure explained 70.8% of project success. The contextual factors alone explained 60.7% of the success whereas the variables peculiar to EIDP explained 60.6% of it.
Keywords: Project Success; Critical Success Factors; International Development Projects; Educational Projects; Lebanon.
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.
Relationship between Government and Public Sector Universities in the Perspective of Agency Theory: A Brief Review
by Saeed Shahbaz, Zaheer Abbas, Abdul Rahman Ahmad, Eng. Mujtaba Asad
Abstract: The aim of this study is to analyse the relationship between government and public sector universities in the perspective of agency theory and propose a theoretical framework that will highlight the various aspects of the principle and agents. In this perspective government plays a main role as principle while public sector universities are as agent and this relationship is known as agency theory. This relationship normally has two major issues such as goal conflicts and information asymmetries. Correspondingly, in this review paper, systematic approach, and content analysis approach has been adopted. The reviewed literature revealed that the government provides performance based grants to the public sector universities so government have pursue some expectations from public sector universities like accountability and transparency of the funds. Similarly, it has been highlighted that to verify the relationship between government and public sector universities in the context of agency theory because there is a sheer need to conduct empirical research studies.
Keywords: Agency Theory; Goal Conflicts; Information Asymmetries; Public Universities; Performance Based Grant.
Exploring the link between inventory and working capital through variability reduction across a food-based CPG supply chain
by Mohan Gopalakrishnan, Srimathy Mohan
Abstract: The global uncertainties regarding the timing and type of economic recovery have made firms relentlessly focus on managing their working capital in a prudent manner. It is widely acknowledged that effective supply chain management practices can reduce operating costs and logistics expenses, significantly affecting a company's working capital. In this case-study, based on data from a real-world company that manufactures and distributes packaged food, we explore examining the variability across the supply chain (supplier-manufacturing-distribution). We specifically focus on mapping end-to-end supply chain variabilities and analyse ways to manage demand variability and forecast accuracy, operational variabilities in plant and the role of managing changeovers and centralisation vs. decentralisation of safety stock to manage distribution variabilities. Our study clearly pointed to forecast accuracy and arrival variability at production to be the two major performance-altering variables. Improving forecast accuracy was contingent on sharing and integrating information on promotions with production planning. Other variability inducing variables included changeovers and distribution safety stocks. Managing these further improves the working capital.
Keywords: variability reduction; forecast accuracy; changeovers; centralization.
PRE-TRAINING ANALYSIS FOR STUDENTS PLACEMENT TRAINING USING HENDECAGONAL FUZZY NUMBER WITH SIMILARITY MEASURE
by Revathi Muthu, M. Valliathal
Abstract: Multi-criteria group decision-making approaches with fuzzy theory are trendy in the area of decision science. Frequently decision makers express their judgment linguistically. This study aims to categorise the student's basic knowledge level in order to provide pre-placement training for the students in the placement. A method is constructed using several linguistic values with different weights using the fuzzy number grading system. An algorithm for fuzzy multi-criteria group decision-making (FMCGDM) is proposed with the notion of hendecagonal fuzzy number (HDFN) and symmetric hendecagonal fuzzy number (symmHDFN). Also, complex proportional assessment (COPRAS) method is used for group decision-making approach, to assess the performance of students in the pre-placement training. Based on the report generated, the college can arrange varying levels of training using fuzzy decision theory.
Keywords: Hendecagonal fuzzy number; Fuzzy arithmetic; Fuzzy group decision making; Ranking fuzzy numbers; Linguistic variables.
A decision problem for bank branch site selection: A GIS Mapping perspective with Maximal Covering Location Problem: A case study of Isfahan, Iran
by Zahra Namazian, Emad Roghanian
Abstract: One of the most significant decision-making processes is the site selection. If the site correctly selected, the access for the best customers as well as the greatest market potential would be guaranteed. Bank branch optimal location is one of the most significant strategic issues in the competitive market especially for private banks because of the global competition and high customer expectations. This study presents a geographic information system (GIS)-based model for locating suitable sites for making new branches by using data sources. Also, maximal covering location problem (MCLP) was used to select branches that the maximum demand might be reached within a pre-specified target travel time. The model was implemented for Ansar Bank in Isfahan, Iran. The criteria were restricted through demographic attributes, competition, transportation, flexibility and cost in GIS mapping approach. Finally, the results illustrated the efficiency and applicability of the proposed integrated method.
Keywords: Location-Allocation; GIS; MCLP; Bank Branch Location; Criteria and Sub-criteria.
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.
Creating and developing the actor-network for a manufacturing firms mobility services
by Prasanna Kumar Kukkamalla, Andrea Bikfalvi, Anna Arbussà, Martinsuo Miia
Abstract: Changes in urban travel behaviour, customer perception of car ownership, and government policies support the rise of mobility services. Car manufacturing firms have joined this new service ecosystem, which is complex in nature and requires collaboration between several actors. Scholars have explored these mobility services, but knowledge about how a firm initiates and expands its mobility service network, and how the activities of the different actors are deployed within it, is still limited. Hence, this study aims to shed light on how a car manufacturing firm creates and develops its mobility service network, and to define the key actors and their activities in it. The actor-network theory framework and the document analysis theory are used to interpret the empirical observations and generate the empirical evidence, respectively. The findings reveal the evaluative process of the mobility service network and who the actors who join the network by offering their core business services are. The study concludes by presenting a new actor category, namely co-branding actors.
Keywords: Actor-network theory; Mobility services; Manufacturing; Car sharing; service innovation; co-branding; service innovation; service design; collaborations.
"Attitudinal and Behavioural" Loyalty Toward Green Buildings Among Generations from Baby Boomers to Z
by Osama Abdelkader, Sherif Attallah
Abstract: Multidisciplinary research is a practical approach to address one of the most important global challenges, that I shortage of resources shortage. There is a research gap in the area of sustainability, where engineering studies are concerned with physical aspects, while marketing studies explore aspects of human behaviour with/against environmental friendliness, separately. Furthermore, scholars should pay more attention to the differences among human generations. Therefore, this paper presents a comparison between the extent of behavioural and attitudinal loyalty among generations toward green buildings especially residential buildings, which represents the highest energy consumption in the world. The current study is questionnaire-based, and it was tested through a group of validity and reliability tests. SPSS V21 was used to analyse the collected data from 1,589 participants. The study presents a set of findings and recommendations that contribute to better understanding of human behaviour in the context of rationalisation of natural resources. Finally, a group of future researches were suggested to study more comparisons depending on cross-cultural, cross-national and gender differences across a wider range of interdisciplinary studies.
Keywords: energy; green buildings; generation; sustainability; attitudinal loyalty; behavioural loyalty.
Activity-based Management as Economic Effect Measurement for Implementing ISO 9001:2015 Clause
by Muhammad Rosiawan, Mosel L. Singgih, Erwin Widodo
Abstract: This paper aims to measure the overhead costs and economic effects of applying ISO 9001 clauses in manufacturing companies. The activity-based management (ABM) approach is used to allocate cost objects and to trace the source of costs for high-cost activities when implementing the ISO 9001 clause. Inbound logistics processes, which consist of purchasing raw materials and warehouse processes, were used as the research objects for implementing the ISO 9001 clause. From the results of the numerical calculations based on the conceptual models and mathematical equations developed, the company obtained cost savings first from a reduction in high-cost activities and second, from the performance targets achieved. However, companies need to consider the number of performance indicators in the business processes precisely. This is because it affects the cost savings obtained and the return period of investment in the ISO 9001 implementation programs.
Keywords: ABM; Cost of quality; ISO 9001:2015; economic benefit of standard; performance target; payback period.
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.
A dynamic literature review on lean and agile supply chain integration using bibliometric tools
by Ibrahim. O. Raji, Tommaso Rossi, Fernanda Strozzi
Abstract: As competition continues swinging from individual 'company level' to 'supply chain (SC) level' courtesy of diverse and erratic customer behaviour in this globalisation era, survival of such SC is hinged on careful adoption of strategies aligned with organisational goals. Lean and agile are critical strategies because the former ensures efficient use of resources while the latter involves matching supply with demand in turbulent/unpredictable markets. Careful adoption of both strategies will lead to SC performance improvement. This paper aims at advancing their understanding by conducting an intensive scientific literature review to unravel the state of art of lean-agile SC by examining the procedure of knowledge conceiving, transmission, and development from a dynamic viewpoint. To achieve this, a dynamic cum quantitative review technique named 'systematic literature network analysis (SLNA)' is applied. The investigation enabled unravelling research directions/ emerging themes in the lean-agile field thereby supporting researchers/ newcomers to target specific themes to explore.
Keywords: lean; agile; leagile; supply chain; literature review; systematic literature network analysis.
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.
Comparison of demographic, geographic, psychographic and behavioral approach to customer segmentation
by Peter Madzík, Karol ?arnogurský, Miroslav Hrn?iar, Dominik Zimon
Abstract: A combination of four types of segmentation criteria
Keywords: Customer segmentation; demographic criterion; geographic criterion; psychographic criterion; behavioral criterion; two-step clustering.
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.
Scheduling and short-term demand forecasting in an on-demand ride service industry
by Ritesh Adhyapak
Abstract: Demand for cabs in transportation companies fluctuates at different times of the week and therefore predicting the future demand during peak days is critical to save costs and undergo proper scheduling of cab drivers. The paper reviews the use of demand forecasting using time series modeling to forecast the best technique to predict future demand using moving average, exponential smoothing and multiplicative seasonality method. Arena simulation is done using Poisson distribution to simulate the waiting time of customers to book a cab. The modeling approach is undergone in a cab service company which showed that forecasting by multiplicative seasonality method produced the best results with minimal error in MAD, MSE, and MAPE. This shows that transportation companies have a seasonality factor in the number of trips that it undergoes and can use multiplicative seasonality modelling to best analyze short term and long term demand in cabs.
Keywords: Transportation; time series modeling; arena simulation; Poisson distribution; long term demand.
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.
An Empirical Study on Employee loyalty on Organisational success
by Vasumathi Arumugam, Anand Kumar D, Stephan Thangaiah I. S, Rajesh Mamilla
Abstract: Job satisfaction and loyalty of employee had been confirmed to be important factors to organisations survival and development towards success. Job satisfaction, financial benefits, organisational commitment and motivation are the factors used for the impact towards the organisational success this research aimed to study an impact of employee loyalty on organisational success. This research revealed that satisfaction in their job can create loyalty. The study also aimed to determine what expectations of employees are in order to earn their loyalty to the organisation An organisation has employees who are satisfied with job and loyal with their organisation, can contribute more towards productivity in the organisation.
Keywords: Employee loyalty; Job satisfaction; Motivation; Organisational commitment; and financial benefits.
Managing operations in professional service organizations
by Tiina Puolakka, Petra Pekkanen, Timo Pirttilä
Abstract: In professional services there exists a duality in controlling the workflow between professionals and managers who both have partly different perspectives and preferences. The purpose of this paper is to empirically explore what are the roles and tasks of professionals and managers in workflow control and how these two actors interact. The study is executed as a single case study applying grounded theory as a research method. The case organization is the Insurance Court of Finland, which presents a distinct setting for studying workflow control due to its highly individual-centered nature, which yet has also features of mass services. The findings describe the way workflow control happens in interaction between managers and self-managing professionals. Professionals have great autonomy in workflow control but it is limited to concern only their own case-handling silos. Managers have several roles in workflow control, which are related in different ways to professionals self-management.
Keywords: Service operations management; professional services; professional service organizations; professional service operations management; court of justice; workflow control.
A framework for enhancing the fresh food retail supply chain performance: evidence from India
by Rose Antony, Vivekanand Khanapuri, Karuna Jain
Abstract: The paper identifies the improvement initiatives for enhancing the fresh food retail supply chain performance w.r.t. time, cost, quality, customer service and profitability. To identify the critical initiatives, a thorough analysis of the literature followed by validation in two fresh food retail supply chains were carried using a case-based approach. Data were collected by conducting the semi-structured interviews among the senior executive selected using snowball sampling technique and responses were analysed using manual coding followed by validating through a text mining software. The software identified the probable relationships amongst the initiatives and with the performance measures. It also clustered the initiatives and identified their strength of relationships. Cross-case synthesis of two farm to fork models facilitated in developing the research propositions. The study presents a comprehensive framework of initiatives comprising of supplier and customer related initiatives along with a unique and prominent initiative in food i.e. product and process initiatives.
Keywords: Case study; Fresh food retail supply chain; Improvement initiatives; India; Supply Chain Performance.
ASSESSMENT OF OPERATIONAL PERFORMANCE INDICATORS FROM DUAL PERSPECTIVES: TRADITIONAL VERSUS CONTEXTUAL
by ADENIKE MORADEYO
Abstract: This theoretical paper presents the dual dimension of performance measurement as the traditional and contextual perspectives with focus on operational performance indicators. This study argues that the business environment is an important factor to consider when carrying out performance assessments in manufacturing firms. This view is based on the knowledge that different contingencies are experienced in different business environments especially the developing and developed countries contexts categories. Using the contingency theory as the foundation of this argument, operational performance indicators for evaluating the performance of manufacturing firms should be composed of both traditional and contextual assessment components.
Keywords: Operational Performance Indicators; Business Environment; Manufacturing firms.
Modeling a Multi-Objective Problem for Emergency Response in Disaster Management: Emphasizing on Mitigating the Impact of the Delay in the Crisis severity
by Gholamhossein Soleimani, S.M.A Khatami Firoozabadi., M. Amiri
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.
Impact based disaster classification: A prerequisite for planning and operations of humanitarian supply chain
by Lijo John, G. Anand
Abstract: The classification of disasters has far reaching consequences on policy making and developing preparedness plans in humanitarian supply chain (HSC). The policy makers try to understand and focus on a few major types of disasters that require their attention to appropriately utilise the scare resources. This has led to the development of multiple classification schemes for disasters. However, the existing schemes are often subjective in nature and fail to capture a holistic impact of disaster on the lives of the affected people. This paper addresses this gap by proposing a composite impact indicator (CII) to measure the impact of the disaster and classify them based on the risk of impact. The proposed classification schema uses the data from emergency events database (EM-DAT) and classifies the natural disasters on a two-dimensional matrix based on CII and relative frequency of occurrence. This classification schema would assist policy makers specifically the government agencies to suitably allocate resources among the stakeholders, specifically for high impact disasters during preparedness phase. Furthermore, it would also help in improving the coordination between the stakeholders during the preparedness phase of HSC and thereby play a significant role in improving the effectiveness of the activities during the relief and rehabilitation phases.
Keywords: disaster; natural disaster; disaster classification; disaster impact; composite risk impact indicator; policy making.
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.
Horizontal Collaboration in Oligopoly Supply Chains
by Sonu Rajak, Parthiban Palanisamy, R. Dhanalakshmi
Abstract: Oligopolistic markets are those in which a few numbers of firms produce and markets similar products to similar markets and customers and this group of few hold a huge market share. Since these oligopolistic firms already have effective penetration in distribution lanes, there are areas where these firms can co-operate while competing with others. This paper aims to check the feasibility of horizontal collaboration on transportation for these oligopolistic firms by conducting a study on a 3-Firm 4-Zone case model. The study uses Mixed Integer Linear Programming model to harness the potential of load bundling and backhauling optimization when transportation load demands of these firms are merged. The competitive and co-operative scenarios are compared using different performance measures like cost savings, reduction of no of trips and asset utilization. Also, effort is taken to ensure the model is framed on the real case scenarios present in the Indian transportation industry.
Keywords: Horizontal Collaboration; Supply Chain Management; Transportation; Mixed Integer Linear Programming; Oligopoly.
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.
Retrial Queue with Unreliable Server and Second Optional Service under K Types of Bernoulli Vacation
by SUGANTHI POOMALAI
Abstract: This paper discusses a single server retrial queue with two phases of service of which the second phase is optional. Further, the server is subjected to starting failures and takes K types of Bernoulli vacations. A necessary and sufficient condition for the system to be stable is investigated. The joint probability generating function of the system size and the server states are obtained using supplementary variable technique. Some of the existing results are deduced as special cases. Further, significant system performance measures such as mean system size, mean orbit size, server utilisation and probability of the orbit being empty are derived. The stochastic decomposition law is shown to hold good for this model also. Finally, extensive numerical illustrations are provided to showcase the effect of the parameters on the system performance measures.
Keywords: Retrial Queue; Two Phase Service; Supplementary Variable; K Types of Bernoulli Vacation; Stochastic Decomposition.
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.
Critical success factors for total quality management in primary and secondary education
by Eleni Sfakianaki, Andreas Kakouris, Christina Siontorou
Abstract: Total quality management (TQM) in primary and secondary education (P&SE) is of fundamental importance to improving the quality of an educational system Although the service sector has adapted and implemented TQM, there has been little evidence of its use in P&SE, despite the importance of this approach to higher education and the overall well-being of young people The purpose of this study is to determine the critical success factors (CSFs) of TQM for P&SE Following a review and synthesis of the quality management literature and a survey of experts in the field, an instrument of seven CSFs was developed to measure TQM implementation in P&SE This instrument was tested and validated in Greek P&SE units using a structured questionnaire Measures were tested for validity and reliability P&SE establishments can use the proposed instrument to guide their own TQM activities.
Keywords: critical success factors (CSF); total quality management (TQM); primary and secondary education (P&SE); schools; Greece.
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.
Value stream mapping, a tool for optimum implementation of Systemic Lean Intervention: A case study of a livestock commercial farm in Nigeria
by Daniel Ufua, Ayodotun Stephen Ibidunni, Mosunmola Akinbode, Chinyere Adeniji, Busola Elizabeth Kehinde
Abstract: The strive to achieve development and sustenance values have dominated operational practice in recent years. This research is focused on the implementation of value stream mapping in a systemic intervention. The research adopts a case study of a commercial livestock farm. It involves the joint participation of organisation members in a process of identification of challenging issues in the operational process of the case study organisation and the development of value adding solutions, towards the achievement of set objectives. Findings show that the productive engagement of the affected stakeholder guarantees commitment to the effective development and alignment of values in the operational process.
Keywords: Commercial Farming; Systemic Lean Intervention; Stakeholder Participation; Value Stream Mapping.
The Influence of Work Life Balance on Affective Commitment with moderating role of Collectivism: An empirical study
by Ahmed A. Zaid
Abstract: The purpose of this study is to investigate that work-life balance facilitates not only benefits the higher education employers lives but also leads to better commitment and the role of collectivism as a moderator among variables. To verify the hypothesis, quantitative method was used to collect data in a Palestinian higher education employer; 231 respondents were obtained. The data was analyzed by using PLS-SEM. The result confirmed that work-life balance was significant impact on affective commitment. Result also revealed that collectivism as a moderator has a significant impact on the affective commitment. The implication of study suggested that employees should improving affective commitment level which aim to promote balance at workplace. The study contributes previous unstudied relationship between work-life balance and affective commitment in Palestine. This study was conducted in higher education institutions, where the concept of collectivism using first time between work-life balance and affective commitment.
Keywords: Work Life Balance; Affective Commitment; Collectivism; Higher Education Palestine.
Comparison of discrete and continuous travel time models for a multi-aisle AS/RS under different operating conditions
by Vishwesh Singbal, Gajendra Kumar Adil
Abstract: Travel time is a predominant performance measure of AS/RS in literature. Two basic approaches are available for modelling travel time: discrete and continuous. Continuous models involve approximation of travel time. This paper considers a single crane unit load multi-aisle AS/RS operating under a single command and one of the three storage policies. The performance of continuous model is compared with discrete model under different operating conditions characterized by different combinations of input parameters: number of aisles, storage rack shape factor, number of products and demand skewness. Through the comparison of percentage error of continuous model different configurations where continuous models perform well are identified.
Keywords: Multi-aisle AS/RS; storage policies; discrete models; continuous models; travel time models.
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.
CEO HUMAN CAPITAL AND ECONOMIC PERFORMANCE: EVIDENCE FROM VIETNAM
by Thi Hai Ly Tran, Duc Nam Phung, Thi Bich Nguyet Phan, Thi Thao Luong
Abstract: Drawing on upper echelon theory and the resource-based view, this study examines the impact of CEO human capital on economic corporate performance. Our sample consists of 561 Vietnamese firms listed on Ho Chi Minh and Hanoi Stock Exchange, over the period from 2009 to 2015. We use a wide range of components of CEO human capital, including CEOs educational background, generalist skills or specialist skills, experience (foreign experience, working experience in state-owned enterprises, age, and the number of years in CEO position), social relationship and gender. We document that several aspects of CEO human capital influence significantly corporate economic performance. Based on the historical background of Vietnamese listed firms, we conduct further analysis for both groups of firms, state-owned and non-state-owned, and find that there are some differences in the impact of CEO human capital components on firm performance between the groups.
Keywords: CEO; economic performance; human capital; listed firms; Vietnam.
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.