Showing papers in "International Journal of Quality & Reliability Management in 2019"

An empirical study to investigate the effects of critical factors on TQM implementation in the garment industry in Bangladesh

Abstract: The purpose of this paper is to investigate the factors that enable total quality management (TQM) implementation in the readymade garment (RMG) sector of Bangladesh. More specifically, the present study is a supplement of the previous call from research to investigate the TQM-enabling factors from a broader aspect of organizational change.,This study was conducted through an online survey, followed by phone calls. Data were collected using a questionnaire survey with 256 respondents of the Bangladeshi RMG sector. The TQM-enabling factors were divided into five distinct groups, based on strategic or overall changes required within an organization for TQM implementation. A theoretical research model was created to investigate the contingency of various TQM-enabling factors. Structural equation modeling (SEM) was applied to confirm the factor that enabled TQM implementation in the RMG sector of Bangladesh.,The main finding of this study shows that structural, strategic, contextual and human resource-enabling factors are significant to TQM implementation in the Bangladeshi RMG sector.,This study has been completed in single time frame. Therefore, consideration of the time factor is completely ignored in this research. Furthermore, understanding of TQM-enabling factors in this research relied on quantitative findings only. Also, this study was limited to one industry and one geographic region. However, this study could determine whether data triangulation will provide a good perception on enabling factors and the methodology can be extended to other industries and regions.,This study provides a research methodology for other manufacturing industries that are planning to implement TQM in their organization. This research will contribute to the existing literature by examining the contingency of various TQM-enabling factors in the context of the Bangladeshi RMG sector, and it, therefore, provides direction to increase the success rate of TQM implementation. Furthermore, the research methodology can be used in other studies for variation of contextual variables such as size of the industry, developed or underdeveloped country and manufacturing or service industry.,The methodology used in this study can lead the way for other industries in the RMG sector that implements TQM in their organization. Also, this research further contributes to the existing literature by investigating the contingency of various TQM enabling factors in the context of the Bangladeshi RMG sector and developing associated strategies to raise success rate of TQM implementation.

The relationships among transformational leadership, sustainable leadership, lean manufacturing and sustainability performance in Thai SMEs manufacturing industry

Abstract: The purpose of this paper is to examine the structural relationship model among transformational leadership, sustainable leadership (SL), lean manufacturing practices and sustainability performance.,The data were collected from the middle and senior managers working in small and medium enterprises of Thai manufacturing industry. Regarding the quantitative approach, the data were collected by means of survey from 598 respondents from 374 companies. Qualitative data were collected from 40 participants by participant observation, non-participant observation and in-depth interview.,The model reported that lean manufacturing has a partial mediate effect on the relationship between transformational leadership and sustainability performance, and between SL and sustainability performance. The structural model is different in automotive and nonautomotive companies, and the structural model is different among the companies which implemented lean program for less than five years and above five years. The data from in-depth interview informed that lean practices are appropriate for automotive industry though with less implementation in other industries. Firms pay most attention on customer involvement with some attention on employee and supplier involvement. Managers give advices and exchange ideas with their followers rather than inspiring and giving opportunities to make decision.,The findings may also enable Thai managers to realize that lean practices are appropriate for any industry. The first thing to do before launching lean program to all process is that the company should buy-in the understanding of managers about lean concept and implementation. Willingness with well understanding and realizing importance of lean program will lead to superior results, especially operational, economic and sustainable performance.,The reliability and validity measurements confirmed that both SL and environmental and social performance are appropriate for manufacturing industries. This study provides evidence of the positive relationship between SL and lean manufacturing, lean manufacturing and sustainability performance, as well as the partial mediate effect of lean manufacturing on the relationship between SL and sustainability performance, which are the additional contributions to research in academic field. The results confirmed the positive relationship between transformational leadership and lean manufacturing. The results reported that there is difference of lean practices between automotive and nonautomotive companies, and between companies which implemented lean program less than five years and above five years. The structural relationship result reported that transformational leadership has effects on lean manufacturing whereas SL has no effect on lean manufacturing, which asserted the previous study in which one leadership model is more appropriate for success within lean implementations.

A systematic review of Lean in healthcare: a global prospective

Abstract: Fostered by a rapid spread beyond the manufacturing sector, Lean philosophy for continuous improvement has been widely used in service organizations, primarily in the healthcare sector. However, there is a limited research on the motivating factors, challenges and benefits of implementing Lean in healthcare. Taking this as a valuable opportunity, the purpose of this paper is to present the key motivating factors, limitations or challenges of Lean deployment, benefits of Lean in healthcare and key gaps in the literature as an agenda for future research.,The authors used the secondary data from the literature (peer-reviewed journal articles) published between 2000 and 2016 to understand the state of the art. The systematic review identified 101 articles across 88 journals recognized by the Association of Business Schools ranking guide 2015.,The systematic review helped the authors to identify the evolution, current trends, research gaps and an agenda for future research for Lean in healthcare. A bouquet of motivating factors, challenges/limitations and benefits of Lean in healthcare are presented.,The implications of this work include directions for managers and healthcare professionals in healthcare organizations to embark on a focused Lean journey aligned with the strategic objectives. This work could serve as a valuable resource to both practitioners and researchers for learning, investigating and rightly adapting the Lean in the healthcare sector.,This study is perhaps one of the comprehensive systematic literature reviews covering an important agenda of Lean in Healthcare. All the text, figures and tables featured here are original work carried by five authors in collaboration (from three countries, namely, India, the USA and the UK).

Lean Six Sigma for small- and medium-sized manufacturing enterprises: a systematic review

Abstract: The purpose of this paper is to explore the most common themes within Lean Six Sigma (LSS) relating to small- and medium-sized enterprises (SMEs) within manufacturing organisations and to identify the research gaps in the existing literature.,Tranfield et al.’s (2003) systematic review methodology was utilised encompassing three stages: planning, conducting and reporting/dissemination.,The literature revealed that there are many areas in which LSS has been utilised with varying successes. In total, 52 journals have been reviewed and it has been concluded that although LSS is a powerful methodology, there are many gaps that exist in the literature and further research is needed to address these in the field of LSS.,The papers included in the systematic review were peer-reviewed papers available in English. Due to these limitations, relevant papers may have been excluded. Moreover, the authors have excluded all conference and white papers for their inclusion in this study.,It is vital that LSS practitioners are fully aware of the benefits, limitations and impeding factors when implementing a LSS initiative. Therefore, this paper could provide valuable insights to ensuring maximum value, is obtained from LSS implementation in SMEs.,This systematic review identifies research gaps in the current literature and highlighting areas of future research which will be beneficial to many SMEs in their pursuit of value optimisation.

Research gaps in Lean manufacturing: a systematic literature review

Abstract: Literature contributions to Lean manufacturing (LM) are fragmented and show some significant limitations. The purpose of this paper is to identify the existing research gaps in LM as well as to group them into respective themes.,A systematic literature review (SLR) of peer reviewed journal articles in LM was carried out by the authors, based on four major publishers, namely, Emerald Online, Science Direct, Springer Link and Taylor & Francis. In total, 120 articles published in 30 journals during 2005–2016 were collected which revealed LM research gaps. A simple affinity diagram was applied in order to group the research gaps into logical themes.,A large number of research gaps are identified in the LM literature and meaningful themes of these gaps are also revealed.,The SLR carried out by the authors is based on only four academic journal publishers and some of other publishers might have been missed out in this search. Excluding articles focusing on an individual Lean principle or tool/technique is also a limitation of the present SLR.,Researchers and practitioners can use the LM research gaps presented in this study for further development of LM methodology.,Presenting LM research gaps analytically and grouping them into meaningful themes, significantly differentiates the present SLR study from those published so far.

Standardized management systems and risk management in the supply chain

Abstract: The purpose of this paper is to determine the impact of standardized management systems (ISO 9001, ISO 14001, ISO 22000 and ISO 28000) on minimizing selected aspects of risk in the supply chain.,A questionnaire was used to explore this topic. Respondents were divided into two group regarding organization type – logistic service providers and focal companies. Basic data analysis was based on descriptive statistics and on analysis of variance with organization type as a stratification factor. Deeper data analysis was based on factor analysis with principal component analysis and varimax rotation with Kaiser normalization.,Research shows that standardized management systems turn out to be useful in supply chain risk management (SCRM) regardless of the role that the organization plays in the supply chain. However, the strength of their positive impact varies. There were few respondents among logistic operators who were low in assessing the legitimacy of implementing standardized management systems in the examined context. Having this in mind, especially representatives of logistic operators with a limited budget should consider making the decision to implement standardized management systems.,The obtained research results may be helpful for managers who consider to implement standardized management systems in the context of using obtain guidelines to develop procedures to improve supply chain management and ensure the repeatability of ongoing processes.,Although the number of studies on the SCRM increases, it is worth noting that in the literature there is still a lack of research and studies addressing the impact of standardized management systems on SCRM (especially from the perspective of organizations with various functions in supply chains such as focal companies and logistic service providers). Therefore, there is a need for comprehensive research in this area. According to the authors, the study carried out, at least to some extent, will fill this gap.

Lean Six Sigma for the healthcare sector: a multiple case study analysis from the Indian context

Abstract: The purpose of this paper is to explore the voice of the customer, key performance indicators, critical to quality characteristics, critical success factors, and commonly used tools and techniques for deploying the Lean Six Sigma (LSS) strategy in Indian private hospitals, with special attention to the medical records.,The study utilizes the action research methodology to obtain a greater understanding of the use of LSS in the Indian healthcare sector. Multiple case studies were designed and successfully deployed to understand and ascertain challenges in LSS implementation. Five case studies were carried out in the Medical Records Departments (MRD) of four private hospitals in India.,Patients perceive that waiting in queue harms their health, which can be rectified by addressing the cycle time of the system. The research also found that effective leadership, availability of data, involvement of cross-functional team and effective communication are critical to the success of LSS projects. In addition, control charts, cause and effect diagram, 5S, gemba, two-sample t-test, standardization, waste analysis and value stream mapping are some of the common tools used to improve healthcare systems.,The research was restricted to studying the impact of LSS on the workflow and resource consumption of the MRD in Indian allopathic hospitals only. The validity of the results can be improved by including more hospitals and more case studies from the healthcare sector in different countries.,The findings will enable researchers, academicians and practitioners to incorporate the results of the study in LSS implementation within the healthcare system to increase the likelihood of successful deployment. This will provide greater stimulus across other departments in the hospital sector for wider and broader application of LSS for creating and sustaining process improvements.

Assessment of Lean Six Sigma Readiness (LESIRE) for manufacturing industries using fuzzy logic

Abstract: Many organizations have reported significant benefits after the implementation of Lean Six Sigma (LSS). Embracing LSS requires asking some important questions: How Lean Six Sigma Readiness (LESIRE) can be measured? How can an organization identify the barriers for LESIRE? Answers to these questions are critical to both academicians and practitioners. The paper aims to discuss this issue.,This study illustrates the development process of a Lean Six Sigma Readiness (LESIRE) evaluation model to assess an organization’s readiness for LSS deployment using the fuzzy approach. The model was developed from 4 enablers, 16 criteria and 46 attributes of LSS, identified through a literature review.,To demonstrate the efficiency of the model, this study testing the LESIRE evaluation model in three Indian SMEs. Using experts’ ratings and weight, the researchers calculated the Fuzzy Lean Six Sigma index (FLSS) which indicates the LESIRE level of an organization and the Fuzzy Performance Importance Index (FPII) that helps to identify the barriers for LESIRE.,The main limitations of this study are that it did not consider the failure factors of LSS for model development and the LESIRE was only tested in manufacturing industries. Thus, future researchers could focus on developing a model with failure factors. The results obtained from the SMEs show that LESIRE is capable of assessing LESIRE in an industrial scenario and helps practitioners to measure LESIRE for the future decision making process.,The LESIRE model is easy to understand and use without much computation complexity. This simplicity makes the LESIRE evaluation model unique from other LSS models. Further, LESIRE was tested in three different SMEs, and it aided them to identify and improve their weak areas, thereby readying them for LSS deployment.,The main contribution of this study it proposes a LESIRE model that evaluates the organization for FLSS and FPII for LESIRE, which is essential for the organization embarking on an LSS journey. Further, it improves the readiness of the organization that is already practicing LSS.

Lean manufacturing practices and performance: the role of social and technical factors

Abstract: Modern manufacturing systems require tools and techniques that take cognizance of the social (concerning people and relations) as well as the technical environment. The purpose of this paper is to explore the relationship between the social and technical aspects of lean manufacturing practices and their effects on business performance outcomes.,The hypothesized relationships for this study are tested with data collected from 148 Indian manufacturing firms by using SPSS and AMOS statistical software.,The analysis of the study was conducted using structural equation modeling (SEM) technique, which indicated that both “soft” and “hard” lean practices are positively related to business performance parameters. The findings also demonstrated that “hard” lean practices fully mediate the relationship between “soft” lean practices and business performance parameters.,There are some limitations of this study. Although a cross-sectional survey has been applied, the research does not permit us to account for the lag between implementation and performance. It also brings the opinion of a limited number of Indian experts about lean manufacturing systems; hence, the sample size could be increased and the nationality of the respondent could be expanded for future research.,The paper would be of interest to Lean practitioners, and the results of this study can be used in organizations to put a focus on social-cultural changes while applying lean technical tools when it comes to practices as well as importance.,This paper extends theoretical contribution in production and operations management literature, highlighting how social and technical practices have to interact to enable a successful lean manufacturing implementation.

A study into the reasons for process improvement project failures: results from a pilot survey

Abstract: Process improvement initiatives, such as Lean, Six Sigma and Lean Six Sigma, typically have common characteristics that are carried through projects Whilst a project’s performance is an important determinant of the successful implementation of continuous improvement (CI) initiatives, its failure can undermine the impact of any CI initiative on business performance As a result, an understanding of the reasons of process improvement project failures is crucial The purpose of this paper is to present the results of a pilot survey highlighting the most common reasons for process improvement project failures,This paper presents a pilot survey of 42 Brazilian manufacturing specialists who have been involved in process improvement projects The participants of this survey were Six Sigma Master Black Belts, Black Belts, Green Belts and Six Sigma champions from manufacturing companies in Brazil The survey questionnaire was piloted with five experts in the field in order to ensure that the questions were valid and technically sound,The execution of Six Sigma projects in organizations results in a moderate rate of project failures These failures can cost organizations several millions of dollars especially within the context of larger organizations The main reasons for project failure, as cited by the specialists include: resistance to change, lack of commitment and support from top management and incompetent teams,The authors report the findings from a pilot survey having a limited sample size Moreover, the data have been collected from one country and primarily from large manufacturing companies,To the best of the authors’ knowledge, this is the first empirical study looking into the reasons for process improvement project failures The authors argue that if the top reasons for such failures are understood, a framework can be developed in the future that can mitigate the chance of project failures during project execution This could potentially lead to significant savings to the bottom-line of many organizations

Just in time elements extraction and prioritization for health care unit using decision making approach

Abstract: Purpose The purpose of this paper is to identify and prioritize prime just-in-time (JIT) elements in Indian healthcare sector based on the degree of importance and difficulty. This facilitates the implementation of JIT philosophy in healthcare services without any failure as well as provides quality services to patients at low cost. Design/methodology/approach JIT elements related to health care services have been sorted out from comprehensive literature survey. Moreover, important and difficult JIT elements have been ranked on the basis of score obtained by the quantitative method using statistical tools. Furthermore, validation and prioritization of important JIT elements based on the degree of importance have been computed using the analytical hierarchy process (AHP) and best worst method (BWM). Findings The present work provides important, difficult and easy to implement JIT elements in healthcare services. Besides, this work justifies the application of decision-making tool (AHP, BWM) for the prioritization of JIT elements in the health care sector. Practical implications The present study develops a deep understanding of JIT concepts in health care services. Furthermore, it motivates professionals for implementing JIT in healthcare services with healthy situation for both hospital and supplier. Social implications The present work is beneficial for all the dimensions of sustainable development (social, economic and environmental). The implementation of JIT with a proper understanding of its elements results in an improved patient care, lesser cost of healthcare delivery, time and better management of associated medical items. This work also facilitates the proper management of inventory items together with the reduction in various Lean wastes with the proper implementation of JIT in healthcare. The reduction in various associated wastes leads to cleaner surrounding and lesser environmental degradation. Originality/value This paper outlines the need of a robust JIT approach in the healthcare sector for quality services. The efficacy of JIT, AHP and BWM has been explored to find out critical elements for successful JIT implementation in health care.

Why do organizations discontinue Lean Six Sigma initiatives

Abstract: Lean Six Sigma (LSS) has been one of the most widely used quality improvement initiatives over the last decade. However, the success rate of LSS is dismally poor, and most organizations discontinue LSS initiatives prematurely. The purpose of this paper is to answer the question why do organizations discontinue LSS initiatives?,To understand the discontinuance mechanism of LSS initiatives, the authors selected two companies. One from the manufacturing and one from service sector in India. The companies were selected as they had initially implemented LSS, and later within six years had discontinued the initiatives. Four projects from each company were studied using case study methodology.,This study finds 11 factors due to which the organizations discontinue LSS initiatives. The factors are poor success rate, unrealistic expectations from LSS, unsustainable results, misuse of statistics, large tool set, unsupportive and uncommitted top management, lack of training and development, lack of synergy of LSS and business strategy, lack of link between LSS and customer needs, wrong projects selection and premature discontinuation of LSS experts. The study further discusses the discontinuance mechanisms of LSS using propositions.,LSS is one of the most widely used initiatives in the organizations. Such initiatives involve costs. Earlier studies have reported that many organizations discontinue the LSS initiatives resulting in a loss or not meeting the intended goals. This paper will help the practitioners as well as organizations to understand why organizations discontinue LSS and take prompt actions for its success.,Earlier studies on LSS address the critical success factors, and this paper addresses those about failures by studying organizations that have discontinued LSS. The present study finds 11 factors that are responsible for discontinuing LSS in organizations. In addition, propositions are developed for future research and empirical testing. This study also offers further insights into the discontinuance mechanisms involved in LSS.

TQM practices and its performance effects – an integrated model

Abstract: Total quality management practices have been embraced by many quality-oriented firms around the world in order to improve performance in terms of quality, productivity, customer satisfaction and profitability. The purpose of this paper is to investigate the direct and indirect effects of TQM practices on various performance indicators specifically in the Indian manufacturing context. This paper focuses on developing an integrated model encompassing significant structural relations showing the linkage between TQM practices and multiple performance indicators – quality performance, customer satisfaction level, operating performance, employee performance, innovation performance, society results and financial performance. Apart from analyzing the direct relationship between constructs, the main purpose of this work is also to identify all the possible mediation effects of performance indicators on others using structural equation modeling (SEM).,An in-depth literature review was conducted to identify the key practices for the successful implementation of TQM in an organization as well as to explore TQM-performance effects. As a result, four TQM practices and seven performance indicators were identified. The data were collected from 260 Indian manufacturing organizations. After confirming the reliability and validity using exploratory and confirmatory factor analysis, the proposed hypotheses were tested using SEM.,Through testing the proposed hypothesized structural model, the direct and indirect effects of TQM practices have been examined. Moreover, this work developed an integrated model showing the interrelationships between TQM practices and performance indicators identified. The findings gave an insight that the effective implementation of TQM practices assists in reaping benefits in the every facet of an organization. By implementing these practices effectively, managers can expect to realize improvement in all these performance areas.,This study is subject to certain limitations. Even if all variables were found to be reliable, valid and satisfactory non-response bias test results, the remote possibility of bias in the data might not be fully ruled out. There is a probability of occurrence of common method variance and common method bias, since the data for both dependent and independent variables were collected from the same respondents in the organization. Additionally data on performance indicators were based on the respondent’s assessment and awareness only. The mediating relationship between individual TQM practice and performance indicators can be investigated in future studies. Since society results are a necessity in future, the direct and indirect practices focusing toward this can be explored. In addition, there is a research scope to identify the moderating effect of contextual factors such as degree of TQM implementation, scope of operation and type of organization.,The findings of the research offer some potentially valuable insights into the relevance of TQM practices and its strong linkage on various performance indicators, through which the overall organization performance can be enhanced. By implementing these practices effectively, managers can expect to realize improvement in all these performance areas. Hence, the managers can adopt this approach to assess their organization’s level in the quality path and as a guideline in implementing TQM practices. They can also measure the impacts of TQM practices on multiple performance measures in order to evaluate their TQM initiatives. Especially the deployment of quality culture is a requisite to excel in the every facet of performance. The positive relationship between TQM practices and various performance indicators can motivate the managers to allocate resources in time, effort and capital for TQM implementation in pursuing quality, leading to customer retention and competitiveness. The findings of the study strongly suggest the need for the holistic implementation of TQM practices for the survival of the organization.,While there is a considerable volume of researches carried out to investigate the linkage between TQM and organization’s performance across the globe, still little is evidenced regarding the mediating effect of performance indicators on others, especially in the Indian manufacturing context. The present paper attempts to extend and add knowledge to this line of research and to bridge the gap and provide sufficient empirical evidence specifically in the Indian scenario. Thereby helps the organization to follow a guideline to improve the overall performance.

Developing a two-phase QFD for improving FMEA: an integrative approach

Abstract: The purpose of this paper is to propose an integrative approach for improving failure modes and effects analysis (FMEA).,An extensive literature review on FMEA has been performed. Then, an integrative approach has been proposed based on literature review. The proposed approach is an integration of FMEA and quality function deployment (QFD). The proposed approach includes a two-phase QFD. In the first phase, failure modes are prioritized based on failure effects and in the second phase, failure causes are prioritized based on failure modes. The proposed approach has been examined in a case example at the blast furnace operation of a steel-manufacturing company.,Results of the case example indicated that stove shell crack in hot blast blower, pump failure in cooling water supply pump and bleeder valves failed to operate are the first three important failure modes. In addition, fire and explosion are the most important failure effects. Also, improper maintenance, over pressure and excess temperature are the most important failure causes. Findings also indicated that the proposed approach with the consideration of interrelationships among failure effects, failure mode and failure causes can influence and adjust risk priority number (RPN) in FMEA.,As manufacturing departments are mostly dealing with failure effects and modes of machinery and maintenance departments are mostly dealing with causes of failures, the proposed model can support better coordination and integration between the two departments. Such support seems to be more important in firms with continuous production lines wherein line interruption influences response to customers more seriously. A wide range of future study opportunities indicates the attractiveness and contribution of the subject to the knowledge of FMEA.,Although the literature indicates that in most of studies the outcomes of QFD were entered into FMEA and in some studies the RPN of FMEA was entered into QFD as importance rating, the proposed approach is a true type of the so-called “integration of FMEA and QFD” because the three main elements of FMEA formed the structure of QFD. In other words, the proposed approach can be considered as an innovation in the FMEA structure, not as a data provider prior to it or a data receiver after it.

Reliability, availability and maintainability analysis of a cement plant: a case study

Abstract: The demand of cement in India is expected to increase rapidly as the government has been giving immense boost to various housing facilities, infrastructure projects, road networks and railway corridors. One of the ways to meet this rise in the demand of cement is to increase the capacity utilization of the existing cement plants by improving their availability. The availability of a cement plant can be improved by avoiding failures and reducing maintenance time through reliability, availability and maintainability (RAM) analysis of its subsystems. The paper aims to discuss this issue.,The data related to time between failure (TBF) and time to repair (TTR) of all the critical subsystems of a cement plant were collected over a period of two years for carrying out RAM analysis. Trend test and serial correlation test were performed on TBF and TTR data to verify whether these data are independent and identically distributed or not. Afterwards, the authors use EasyFit 5.6 professional software to find best-fit distribution of TBF and TTR data and their parameters. The effectiveness of a preventive maintenance policy was evaluated by simulating the real and proposed systems.,The results of the analysis show that the raw mill and the coal mill are critical subsystems of a cement plant from a reliability point of view, whereas the kiln is a critical subsystem from an availability point of view. The analysis shows that the repair time of the cement mill should be reduced for improving the availability of the cement plant. The RAM analysis showed that the capacity of the case study company is 17 percent underutilized due to maintenance-related problems and 15 percent underutilized because of management-related problems.,The study exhibits the usage of RAM analysis in deciding preventive maintenance programs of several cement plant subsystems. Thus, it would serve as a reference for reliability and maintenance managers in deciding maintenance strategies of cement plants as well as in improving their capacity utilization.,The study exhibits the usage of RAM analysis in deciding preventive maintenance programs of several cement plant subsystems. Even more, using a simulation study, the authors show that preventive maintenance of the cement plant beyond a certain level can be disadvantageous as it leads to an increase in downtime and decrease in availability.

Modeling Deming’s quality principles to improve performance using interpretive structural modeling and MICMAC analysis

Abstract: The purpose of this paper is to study the 14 principles of Edwards Deming and create significant relationships between them. No research has been reported on the implementation of Total Quality Management (TQM) using Deming’s 14 principles. To fill this gap, Interpretive Structural Modeling (ISM) and MICMAC analysis have been developed to understand mutual interactions among variables and find both the dependence and driving power of these variables.,The research paper discusses a blend of practical applications and introduces a theoretical framework. An ISM-based methodology is used to study and examine interactions between identified variables, while MICMAC analysis is used to identify the dependence and driving power.,This research utilizes Deming’s 14 quality principles, with experts from academia and industry consulted to identify contextual relationships among variables. The result shows that the stated principles “take action to accomplish the transformation,” “institute training,” “encourage education to employees” and “institute leadership” are strategic requirements, while “drive out fear,” “break down barrier between staff areas” and “eliminate numerical quotas” are tactical requirements. “Adopt the new philosophy,” “create constancy in improvement of product and service” and “cease dependence on mass inspections” are operational requirements for TQM applications.,An ISM-based quality framework, dependence power and driving power of variables using MICMAC analysis have been recommended to the service and manufacturing industry as a new focus area in the implementation of TQM.

Cost assessment of complex repairable system consisting two subsystems in series configuration using Gumbel Hougaard family copula

Abstract: The purpose of this paper is to covenant with the cost assessment of a complex repairable system, consisting of two subsystems (Subsystem 1 and Subsystem 2) connected in series configuration and being operated by a human operator. Each subsystem has two identical units in parallel configuration and has different types of failure and two types of repairs (general repair and copula repair). Through the transition diagram, the system of first-order partial differential equations is derived and solved using a supplementary variable technique, Laplace transforms. All failures are assumed to follow exponential distribution, whereas repairs follow two types of distributions that are general and Gumbel–Hougaard family copula. In this paper, explicit expressions for reliability, availability, mean time to failure (MTTF) and cost analysis functions have been obtained. In this paper, two types of repairs (copula repair and general repair) have been studied, and it has been concluded that copula repair is more reliable as compared to general repair. Some computations are taken as particular case by evaluating: reliability, availability, MTTF and cost analysis, so as to capture the effect of both failure and repair rates to reliability measures. The results have been shown in tables and graphs. The convincing part has been discussed in last section of this study.,This paper is focused on the cost assessment of a system consisting two subsystem series configuration. Each subsystem has two identical units in parallel configuration. The performance of the system has been analyzed by supplementary variable techniques and Laplace transforms. Various measures of the reliability have been discussed by evaluations. Software called Maple 13 is used for computations.,In this research paper, the authors have evaluated the operational cost and incurred profit of the system together with other reliability measures for various situations and different types of failures and two types of repairs using Gumbel–Hougaard family copula distribution.,The present research focuses on the series and parallel configured complex systems that is used everywhere in industry and other sectors. The authors main aim is to claim that repair through the joint probability distribution copula is far better than general repair. Copula repair for a completely failed system is more beneficial for industrial system operations that will increase profit to the industrial sector.,The authors have observed that when repair follows general distribution the values of reliability obtained of the system are less compared to the those obtained when the authors apply copula repair, a joint probability distribution. It is a clear implication for industrial sector and organization to use the policy for a better generate revenue.,According to the best of authors’ knowledge, there is no social implication as this study is meant for reliability section. The study in management and case study matters is considered to have social implication.,This research is the original work of authors. Nothing has been copied from any paper or book. The references are cited according to the relevance of study.

Loyalty intentions and selected relationship quality constructs: The mediating effect of customer engagement

Abstract: The purpose of this paper is to assess the mediating effect of customer engagement on the relationships between selected relationship quality and value antecedents (commitment, customer satisfaction, trust and customer value), and the consequence (loyalty intentions) within the short-term insurance industry.,A descriptive research design that is quantitative in nature was followed and 491 responses from insurance customers were analysed.,Short-term insurers should facilitate customer engagement by implementing strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value. Facilitating customer engagement may lead to stronger loyalty intentions amongst customers towards the short-term insurer.,The investigation offers a greater understanding of the relevance and importance of the customer engagement theory and the impact it may have in strengthening the relationships between factors of the relationship marketing domain and customer loyalty.,From a managerial perspective, it is evident that short-term insurers should facilitate customer engagement carrying out strategies that foster customer commitment, ensure customer satisfaction, build trust and create customer value.,Building on the work of earlier relationship and quality management scholars, the study provides new insight into the role and relevance of relationship quality and value factors and customer engagement, while simultaneously being assessed for their contribution to customer loyalty.

Impact of technology management on corporate sustainability performance: The mediating role of TQM

Abstract: Corporate sustainability is an evolutionary strategic management concept that has now attained much attention both in literature and practice. In the present globalization and digital age, the competitive strengths of technology management (TM) and TQM practices are widely accepted but to what extent these strategies can interact and impact the sustainability performance is unknown. The purpose of this paper is to portray the significant role of TM and TQM in pursuing corporate sustainability performance (CSP) and to investigate their integrated relationship as a common framework.,This is a survey-based empirical research that has been carried out by means of development of a survey questionnaire and its distribution to multifaceted business organizations in a developing country. Random sampling technique was used for the data collection from companies registered with the Securities and Exchange Commission of Pakistan (SECP). Response from 209 companies was found useful for analysis in the study. After confirming the questionnaire items for reliability and validity (content, criterion-related and construct validity) correlation, regression, factor analysis, path analysis and mediation analysis were performed through SPSS and AMOS to assess the composition and causal association of factors.,Statistical results show that TQM does not only significantly impact CSP but also has an impact on each CSP dimension (economical, social and environmental sustainability performance), whereas TM has an insignificant direct effect on CSP and impacts economical sustainability dimension only. From nine hypotheses, two hypotheses are rejected suggesting that TM does not directly impact social and environmental sustainability. However, when mediation analysis was run by taking TQM as a mediator, the total effect of TM on CSP found significant suggesting that TQM significantly impacts the relationship.,Paucity of response data can be a limitation for such empirical research. Due to practical limitations and risks in the data presentation of mixed cultural dimensions, the data was collected only from in country organizations. Moreover, respondents in the local country do not keenly participate in such surveys because of a gap between the industry and academia.,The study attempts to examine the practice and performance levels of CSP, TQM and TM among multi industries, thereby, extending a better understanding of the prevailing situation with regards to these concepts in a developing country. Though the results of the study confine local inferences but the findings can be generalized to other part of the world if further research is carried out with more data.,The study outcomes draw the attention of the country’s executive leadership and the industrial boards toward the implementation of the most top-ranked agenda of sustainability performance in connection to quality and TM practices. One of the major findings reveals that local organizations are primarily more focused toward economical sustainability dimension, however, benefits of economical stability can be improvised to attain environmental and social sustainability performances with desired concentration on technology advancement and TQM culture and practice.,The study is unique in the prescribed scope which has been carried out in a developing country with focus on strategic concepts, and their interacted relationship, of CSP, TQM and TM in form of proposed research framework. This framework can be used or further investigated for validation, by practitioners and managers working to lead sustainability management in respective areas.

Lean and Six Sigma practices in the public sector: a review

Abstract: The purpose of this paper is to provide a critical analysis of publications relating to the use of continuous improvement (CI) methodologies, such as Lean, Six Sigma and Lean Six Sigma over a 17-year period, to identify the themes and gaps, while informing the development of a future research agenda.,The systematic literature review identified 121 papers published between 2000 and 2017 from searches of over 1,400 peer-reviewed academic journals and also identified the application of Lean, Six Sigma and Lean Six Sigma across the public sector.,This research compares the scale and breadth of the public sector with the application of CI methodologies and finds that such application is unstructured and, in some areas, sporadic. The research identifies common themes and research gaps including areas such as lack of shared understanding of Lean, gaps in strategy development and leadership and an overfocus on tools alone.,The methodology is focussed on the journals rated in the ABS Journal Guide 2015, which allowed manual searches for accuracy and relevance to the area of investigation. It is recognised that this may exclude some articles which have been published in other journals but allowed for a structured and detailed investigation. The research identifies some very clear gaps which can inform future research agendas.,The paper details the implications and challenges to the public sector, generally, and to executive leadership, specifically, and, in particular, covers the common issues and concerns, which in turn will assist public sector organisations in implementing, reviewing or refreshing their CI initiatives.,No similar work has been conducted and while some individual areas such as health and education have been the subject of more focus, this research explores the public sector as a whole and considers the patterns of research in that context.

Synergetic success factors of total quality management (TQM) and supply chain management (SCM): A literature review

Abstract: The purpose of this paper is twofold: first, to present a set of critical factors for total quality management (TQM) and supply chain management (SCM) practices through an extensive literature review; and, second, to identify the relationships among them by comparing the identified TQM and SCM practices in order to explore the concept of supply chain quality management (SCQM).,To meet the goals of this work, a review of published quality research papers was carried out. For this, the authors identified papers on TQM and SCM practices and observed how these practices improve the business performance of organizations. Further, on the basis of identified practices, a conceptual model of SCQM was developed.,The results presented a set of six critical factors each for TQM and SCM practices. Further, it was found that management support and commitment, customer focus, information and supplier partnership are the most common practices found in both TQM and SCM practices. The integration of TQM and SCM (SCQM) throughout the supply chain has the strongest impact on the organizational performance.,The study used data from various research papers of reputed journals which considered the study of India’s manufacturing industry as well as other countries, which may not provide a clear picture. However, this can be overcome by applying the findings of this paper to collect data from Indian manufacturing industry in future studies.,Indian manufacturing industry can improve its competitive image through the synergy of TQM and SCM. The result of this paper will help in providing a greater understanding of identified TQM and SCM practices that will lead to the successful implementation of TQM and SCM strategies to enhance business performance in terms of the improved levels of customer service.,Much of the attention is given on TQM and SCM practices, and very few studies have been undertaken to integrate TQM and SCM practices. But as far as the authors know, there is no study undertaken to integrate TQM and SCM practices in India for the manufacturing class. Therefore, this study compares TQM and SCM practices and considers their integration and can be thus treated as filling a gap in the extant literature. Therefore, the findings of this review paper will contribute in future research.

A grey-based DEMATEL model for building collaborative resilience in supply chain

Abstract: The purpose of this paper is to explore the phenomenon of collaborative resilience through in-depth case study research in India. This study endeavours to identify and model the critical success factors of collaborative resilience.,Eight critical success factors of collaborative resilience were identified through literature search. Modelling and analysis of these factors was conducted using grey-based DEMATEL method. Data were collected from supply chain experts in Indian industries.,It was found that organizational factors like top management commitment and resilience system design exhibit highest causality on the entire system. Also, co-adaptive transformation and resilience goal alignment are most important for managers. Overall, this research provides a guideline and mechanism to build collaborative resilience in supply chains.,Through the identification of eight critical success factors, this research has related and grounded the concept of collaborative resilience into pre-exiting supply chain practices and concepts. Through rigorous quantitative modelling and analysis of these factors, this research provides a guideline to managers for building collaborative resilience in supply chains.,To the best of the authors’ knowledge, this is the first study that has proposed the concept of collaborative resilience in supply chain and has conducted empirical research on the phenomenon in India.

Thai Airways: key influencing factors on customers’ word of mouth

Abstract: The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in airline industry.,The sample included 400 passengers who had experienced THAI’S international flights. To test the study hypotheses, a research model was examined applying structural equation modeling.,The findings submit that, in addition to effects of service convenience, service quality and customer satisfaction on word of mouth, decision convenience has the most positive significant influence on word of mouth compared to service quality dimensions and customer satisfaction.,The present research focuses on assessing the word of mouth level only for THAI; therefore, its findings may not be generalized for the other airlines. In addition, the target market of this study is the customers of THAI. Future researchers can select the markets of other airlines customers.,In airline companies, service convenience plays a central role on customer word of mouth. Therefore, airlines should concentrate on travelers’ convenience in the service procedure. They should plan the service to support the best convenience for travelers.,This investigation would help airlines to understand what makes customers more satisfied before, during and after using an airline service and to understand how this is related to the word of mouth.

Impacts of Lean Six Sigma on improving a higher education system: a case study

Abstract: The purpose of this paper is to demonstrate the applicability and impact of Lean Six Sigma (LSS), a contemporary quality excellence methodology, for improving education system in a reputed University in Iran.,The paper follows a case study approach illustrating how theory has been put into practice, explaining how to implement the LSS define-measure-analyze-improve-control framework in a field-setting in a higher education institution (HEI), and to highlight the subsequent challenges occurred and lessons learned during the implementation.,The key finding from the study is the confirmation of LSS applicability in education systems. The goals of the LSS team were to baseline student satisfaction levels and improve the overall rating by 10 percent; to decrease student advising wait times by 15 percent; and increase enrollment by 5 percent. The application of the LSS methodology has delivered promising results to improve the education system of the University by achieving the set goals. Further, the implementation of LSS has demonstrated student-facing benefits of improved quality on the education system.,LSS implementation in HEIs is relatively a new topic for research. Hence, this case study adds to the body of knowledge with directions to progress future research in this area.,The outputs of the case study have provided greater stimulus within the facilities for wider full-blown deployment of LSS as a strategic resource for problem solving. Additionally, this case study sets the foundation for many other future projects, and to trigger interest among the HEIs in their journeys for quality excellence.,Higher education sector being a socially responsible field of service, LSS offers continuous improvement benefits, highlighted as part of this paper.,The applicability of LSS in HEIs is relatively an upcoming research area with immense potential and value. This paper would serve as a valuable means for both researchers and practitioners working in HEIs, in terms of understanding the systematic application of the LSS methodology, and implications in a real-world situation.

Implications of TQM in firm’s innovation capability

Abstract: Over the last few decades, some researchers have analysed the role of total quality management (TQM) as a precursor of innovation. However, the relationship between TQM and organisational innovation remains unclear and contradictory. The purpose of this paper is to provide a framework intended to clarify the complex effect that the implementation of a TQM system has on organisational innovation, where market orientation (MO) and knowledge management (KM) play a mediator role.,Data in this study come from a survey of 706 Spanish CEOs. The results were analysed employing structural equation modelling to determine how TQM, MO and KM influence innovation.,The results of the empirical study show that there is a curvilinear effect between TQM and organisational innovation. Both MO and KM perspectives play a mediator role between TQM and innovation.,Managers should be aware that management based on TQM help organisations not only to get higher quality but also to be market oriented and better manage their knowledge; what will help them to develop innovations.,This research sheds light on the question of the relationship between TQM and organisational innovation that has received mixed conclusions in the literature. There is evidence in this research that the relationship between TQM and innovation responds to a curvilinear relationship, where high levels of TQM favour a more than proportionate effect on the development of innovation. It also clarifies the mechanisms by which this effect is produced, with MO and KM as mediator variables.

Lean Six Sigma in consumer banking – an empirical inquiry

Abstract: The evolution of Lean Six Sigma (LSS) within the operations management theory has enjoyed significant success in both manufacturing and services. Though the applicability of LSS is evident in the services sector through various publications, academic research on the use of LSS in the Banking and Financial Services (BFS) is limited, and hence deserves greater attention. The purpose of this paper is to illustrate the application of LSS in consumer banking in real-time setting.,A case study method is used to study the application of LSS in two consumer banks with stage 1 featuring identification of appropriate consumer banks where LSS projects could be undertaken, and suitable LSS readiness assessment was performed. In stage 2, LSS project opportunities were identified in the select banks through stakeholder engagement. Finally, in stage 3, LSS projects were executed for process improvements in a real-time setting.,The case studies provide evidence of the successful application of LSS in consumer banking and the associated multiple benefits. The extent of applicability and appropriate managerial implications in project management context are elaborated. An LSS project selection criterion is recommended as a part of the study. Further, the study explains five important managerial implications in BFS context, with an outlook for future research.,Practitioner research shows that BFS organizations have changed their ways of working by adapting LSS over the last decade. However, the academic research concerning the applicability of LSS in BFS is apparently limited, and none of these are specific to “consumer banking.” This study serves as a strong foundation for future research in this area, which is at its nascence and upcoming in the researchers’ community. However, strong generalizations should not be made as this study is limited to two cases.,Since the cases are executed in the real-time setup of consumer banks, the paper has several practical implications. First, the paper confirms the applicability of LSS in consumer banking and concludes that LSS project management is merely a sub-set of LSS deployment. Second, LSS needs to be understood using a “systems thinking” perspective in order to move away from a narrow project-only approach. An LSS project selection criterion is recommended as a part of the study, which could serve as a managerial resource. Other managerial implications include effective management of stakeholders and change leadership as essential elements of LSS project management in banks.,LSS has been successful in the past few decades in the manufacturing and service sectors. However, its application in BFS is limited. This study illustrates the applicability of LSS in consumer banks, which deals with high volumes of data, customer bases and associated financial transactions.

Does IS0 9001 quality management system support product innovation? An analysis from the sociotechnical systems theory

Abstract: Building on the sociotechnical systems theory (STS), the purpose of this paper is to investigate the direct impacts of the social and technical QMs (ISO 9001) practices on both incremental and radical product innovation and the direct relationships relaying QMs (ISO 9001) as a sociotechnical system with incremental and radical product innovation.,The paper opted for a survey instrument to collect quantitative data from 82 Moroccan certified ISO 9001 firm. A partial least squares structural equation modeling (PLS-SEM) was used to test the research hypotheses.,Results show that the social and technical QMs (ISO 9001) practices do not have a significant relationship with incremental and radical product innovation when they are taken in isolation. However, when ranged together to constitute a whole sociotechnical system of QMs (ISO 9001), QMs (ISO 9001) prove to have a strong positive and significant impact on incremental product innovation and a weak positive and significant impact on radical product innovation.,Because of the small sample size that might weaken the significance of the results and the use of cross-sectional data, this research may lack a large statistical generalizability vis-a-vis the analytical generalization.,The results provide useful implications for managers, suggesting that in order to develop their product innovation, they must ensure that both QMs (ISO 9001) social and technical practices achieve a high level of integration without allowing some quality practices to take over.,Based on the STS, this study is the first to focus primarily on the role of the multi-dimensional structure of QMs (ISO 9001), i.e. social and technical practices, in incremental and radical product innovation.

Manager perceptions of big data reliability in hotel revenue management decision making

Abstract: This paper investigates the perceptions that managers have of the value and reliability of using big data to make hotel revenue management and pricing decisions. Whilst big data-driven automated revenue systems are technically capable of making pricing and inventory decisions without user input, the findings here show that the reality is that managers still interact with every stage of the revenue and pricing process from data collection to the implementation of price changes. They believe their personal insights are as valid as big data in increasing the reliability of the decision-making process. This is driven primarily by a lack of trust on the behalf of managers in the ability of the big data systems to understand and interpret local market and customer dynamics. The less a manager believes in the ability of those systems to interpret this data, the more they perceive gut-instinct to increase the reliability of their decision-making and the less they conduct an analysis of the statistical data provided by the systems. This provides a clear message that there appears to be a need for automated revenue systems to be flexible enough for managers to import the local data, information, and knowledge that they believe leads to revenue growth.

Drivers and internalisation of the EFQM excellence model

Abstract: Purpose Although the European Foundation for Quality Management (EFQM) Excellence Model has been widely adopted throughout Europe, a thorough examination of the factors that contribute to the internalisation of the model (i.e. a substantive adoption) has been neglected in the literature. The purpose of this paper is to present a model that analyses the drivers of the real internalisation of the EFQM excellence model, with a focus on the role of motives for adoption, and appraisal and compensation systems. Design/methodology/approach An empirical study was carried out based on a sample of Spanish organisations that had been awarded EFQM recognition. Structural equation models, cluster analysis and ANOVA were used to examine the research questions. Findings Internal motives concerning the creation of a participative style are the main driver of internalisation. Moreover, having an appraisal system-oriented towards the development of employees helps the substantive adoption of the EFQM model. These findings reinforce the importance of the soft elements of the EFQM model. Originality/value This study enhances evidence about the motives for adoption and their influence on the internalisation of the EFQM model. It analyses internalisation in a novel context, EFQM recognised organisations, and contributes to the debate about the efficacy of the EFQM model to performance improvement, by unveiling the factors that could foster the internalisation of the model within the organisational routines.

Defining a data-driven maintenance policy: an application to an oil refinery plant

Abstract: The purpose of this paper is developing a data-driven maintenance policy through the analysis of vast amount of data and its application to an oil refinery plant. The maintenance policy, analyzing data regarding sub-plant stoppages and components breakdowns within a defined time interval, supports the decision maker in determining whether it is better to perform predictive maintenance or corrective interventions on the basis of probability measurements.,The formalism applied to pursue this aim is association rules mining since it allows to discover the existence of relationships between sub-plant stoppages and components breakdowns.,The application of the maintenance policy to a three-year case highlighted that the extracted rules depend on both the kind of stoppage and the timeframe considered, hence different maintenance strategies are suggested.,This paper demonstrates that data mining (DM) tools, like association rules (AR), can provide a valuable support to maintenance processes. In particular, the described policy can be generalized and applied both to other refineries and to other continuous production systems.