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Showing papers in "The Tqm Journal in 2021"


Journal ArticleDOI
TL;DR: In this paper, an explorative analysis based on a multiple case study has been conducted and addressed by a content analysis on the Key Investors Information Documents (KIIDs) that the sample companies published for 2020, which demonstrated that the case companies differently integrated ESG into their SRI; thus, if some of them are quite near to a full integration, the others demonstrated less than a full commitment with ESG.
Abstract: Recently, socially and responsible investments (SRI) have constantly grown becoming a highly discussed issue. Therefore, the main purpose of this paper is to better understand if environmental social governance (ESG) criteria integration in investment strategies can support the transition of finance toward a more sustainable growth.,An explorative analysis based on a multiple case study has been conducted and addressed by a content analysis on the Key Investors Information Documents (KIIDs) that the sample companies published for 2020.,The achieved results demonstrated that the case companies differently integrated ESG into their SRI; thus, if some of them are quite near to a full integration, the others demonstrated less than a full commitment with ESG. This seems to be mainly due to the different approach that asset management companies (AMCs) and/or managers have adopted for integrating ESG criteria.,Even though the achieved results offered some interesting insights for asset managers, the explorative and qualitative nature of this study and the small sample investigated somewhat limits it.,AMCs, consultants and managers in developing and implementing their SRI strategy could be much more focused on the importance of ESG integration for the transition toward a more responsible and sustainable finance (micro-level) as well as a more sustainable development (macro-level).,The paper provides new insights into the essence of SRI strategies and their potential to contribute to sustainable development. Thus, it tries to shed new lights on the role that ESG can have to stimulate and support investment decisions and, in so doing, contributing to make finance grow more sustainable.

45 citations


Journal ArticleDOI
TL;DR: In this paper, the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh is investigated.
Abstract: The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.,The researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.,The research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.,The research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.,This study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

42 citations


Journal ArticleDOI
TL;DR: In this paper, a conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.
Abstract: Purpose – This study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized. Design/methodology/approach – A quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty. Findings – The findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment qualityhasnosignificantinfluence.Additionally,customersatisfactionwasfoundtoinfluencebrandtrustand customerloyalty,whilethebrandimagedoesnotinfluencecustomersatisfactionbutdoesinfluencebrandtrust and customer loyalty. Practical implications – Understanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability. Originality/value – This research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).

35 citations


Journal ArticleDOI
TL;DR: In this article, a serial mediation analysis was designed to examine the direct and indirect implications of working from home on work-life balance and investigate the role of soft total quality management (TQM) practices in addressing these side effects.
Abstract: Purpose: Telecommuting from home is back up on the agenda as a result of the unforeseen challenges brought by COVID-19. Working from home permits to avoid disruption in the ordinary functioning of educational institutions triggered by social distancing. However, home-based telecommuting may have some side effects on employees, especially in terms of work-life balance. Soft Total Quality Management (TQM) initiatives are needed to address these side effects. The article intends to shed light on these issues, providing some food for thought to scholars and practitioners. Design/methodology/approach: Secondary data about the working conditions of 2,046 people employed in the education sector across Europe were investigated. A serial mediation analysis was designed to examine the direct and indirect implications of working from home on work-life balance. Findings: The study suggests that home-based telecommuting may trigger work-to-life and life-to-work conflicts, due to the blurring of boundaries between work and everyday life. Soft tools, such as organizational meaningfulness (OM) and work-related well-being (WB), mediate the relationship between working from home (HW) and work-life conflicts (WLC), lessening the negative implications of working from home on work-life balance. Practical implications: The design and the implementation of home-based telecommuting arrangements should include a special concern for soft TQM practices. Among others, OM and WB are likely to minimize the disruption of remote employees' jobs and interpersonal relationships. Failure to do so impairs the ability of home-based employees to make sense out of their working arrangements and to achieve a sustainable work-life balance. Originality/value: This is one of the first attempts to illuminate the side effects of home-based telecommuting and to investigate the role of soft TQM in addressing these side effects.

34 citations


Journal ArticleDOI
TL;DR: A review of the academic literature on the ISO/IEC 27001, the most renowned standard for information security and the third most widespread ISO certification is presented, providing solid foundations for future research on the topic.
Abstract: After 15 years of research, this paper aims to present a review of the academic literature on the ISO/IEC 27001, the most renowned standard for information security and the third most widespread ISO certification. Emerging issues are reframed through the lenses of social systems thinking, deriving a theory-based research agenda to inspire interdisciplinary studies in the field.,The study is structured as a systematic literature review.,Research themes and sub-themes are identified on five broad research foci: relation with other standards, motivations, issues in the implementation, possible outcomes and contextual factors.,The study presents a structured overview of the academic body of knowledge on ISO/IEC 27001, providing solid foundations for future research on the topic. A set of research opportunities is outlined, with the aim to inspire future interdisciplinary studies at the crossroad between information security and quality management. Managers interested in the implementation of the standard and policymakers can find an overview of academic knowledge useful to inform their decisions related to implementation and regulatory activities.

32 citations


Journal ArticleDOI
TL;DR: In this article, the authors investigated the effect of industry 4.0 on green practices, including green manufacturing and green logistics, in the context of emerging economies and found that these green practices have a substantial effect on the sustainability performance of the firms.
Abstract: The current study investigates the effect of industry 4.0 on green practices, including green manufacturing and green logistics, in the context of emerging economies.,A cross-sectional data were collected from 234 manufacturing firms in Pakistan, and PLS-SEM was employed to test hypotheses.,With the advent of industry 4.0 in the current era, more emphasis is being given to the adoption of digital technologies in every field. The adoption of the green approach in supply chain management provides firms with socioeconomic and environmental benefits. The study results indicate that industry 4.0 positively affects green practices, including green manufacturing and green logistics. Moreover, the results also illustrate that these green practices have a substantial effect on the sustainability performance of the firms.,This study provides an amplified understanding of the industry 4.0 technologies in the adoption of green practices. The outcomes also offer a policy framework for managers, legislators and manufacturers to promote green practices (i.e. green manufacturing and green logistics) in businesses.,Although several recent studies have tried to investigate the effect of green practices on sustainability performance. However, as per the author's best knowledge, very few studies have analyzed the influence of industry 4.0 on green practices (i.e. green manufacturing and green logistics) in the context of emerging economies.

29 citations


Journal ArticleDOI
TL;DR: In this article, the authors collected data from purposively drawn samples of early-career engineering professionals (ECEPs) using a cross-sectional survey and analyzed data using the Kruskal-Wallis test and Wilcoxon-Mann-Whitney test to establish the effect of cohort and gender on the implications and competencies for Industry 4.0.
Abstract: The purpose of this study is to map the implications and competencies for Industry 4.0 to the hard and soft aspects of total quality management (TQM).,The author/s collected data from purposively drawn samples of early-career engineering professionals (ECEPs) using a cross-sectional survey. A total of 20 ECEPs from three small-class cohorts (2014, 2016 and 2018) participated in the survey. The author/s analyzed data using the Kruskal–Wallis test and Wilcoxon–Mann–Whitney test to establish the effect of cohort and gender on the implications and competencies for Industry 4.0. The author/s then mapped the top- and bottom-ranked implications and competencies onto the hard and soft aspects of TQM using a matrix.,Based on the cohort, significant differences p < 0.05 existed in the interests and competencies for Industry 4.0. In congruence, the 2014 cohort had the highest number of “unique” top- and bottom-ranked competencies and implications spanning the hard and soft TQM. Based on gender, nonsignificant differences p < 0.05 existed in the interests and competencies for Industry 4.0. The male and female ECEPs' “common” top-ranked implications appeared under the hard and soft TQM. All their “common” top-ranked competencies appeared under the hard TQM, while all their “common” bottom-ranked competencies appeared under the soft TQM.,The sample size, context/discipline and perceptual data are limitations.,Optimizing an existing TQM framework/matrix to design Industry 4.0 TQM, advanced as TQM 4.0.,Perspectives of early-career professionals for TQM 4.0 implementation.

28 citations


Journal ArticleDOI
TL;DR: In this article, the authors investigate what are the motivations, barriers and readiness factors for Quality 4.0 implementation, using an online survey on senior quality professionals working in leading companies in Europe and America.
Abstract: Quality 4.0 is the new buzzword among quality professionals. There has been no empirical study of Quality 4.0 yet. Hence, the purpose of this paper is to investigate what are the motivations, barriers and readiness factors for Quality 4.0 implementation.,This study uses an online survey on senior quality professionals working in leading companies in Europe and America. In total, 50 participants participated in this study.,This study finds the top five motivating, barriers and readiness factors for Quality 4.0 implementation. These factors are ranked in terms of the order of importance as perceived by senior quality professionals.,This is the first empirical study on Quality 4.0 that investigates the motivation, barriers and readiness factors of Quality 4.0. This study provides a theoretical base of Quality 4.0 body of knowledge in terms of its practical relevance and adoption in modern-day organizations.,Organizations can use this study to understand what the motivation and barriers for implementing Quality 4.0. In addition, before implementation of Quality 4.0, the readiness factor for Quality 4.0 can be used by organizations to evaluate their preparedness before the actual implementation of the initiative.,This is the first empirical study on Quality 4.0 that captures the viewpoints of senior quality professionals on the motivation, barriers and readiness factors of Quality 4.0.

28 citations


Journal ArticleDOI
TL;DR: In this article, the impact of total quality practices on knowledge management processes across a Social Security Corporation (SSC) in Jordan and explore the best approach to improve KM processes using quality management.
Abstract: PurposeThis study aimed to investigate the impact of total quality practices on knowledge management (KM) processes across a Social Security Corporation (SSC) in Jordan and explore the best approach to improve KM processes using quality management.Design/methodology/approachThis study followed a quantitative methodology: a conceptual model was developed based on an extensive review of the related literature; an online survey was developed and distributed using the SSC's intranet; and 384 surveys were completed and used in the statistical analysis. The two-stage approach of structural equation modeling (SEM) was employed to analyze and interpret the data, and was used to validate the conceptual model of this research.FindingsBased on the statistical analysis it was found that six out of seven independent factors relating to quality management practices were confirmed to have a significant impact on the knowledge management processes (KMPs). Building upon the findings an agenda for improving KM processes using quality management is proposed.Originality/valueThis study was conducted in one organization namely the SSC because it is the largest public service organization in Jordan and offers compulsory services. The inclusion of other public organizations and companies may reflect different findings. Future research may collect data from other service industries to get a more comprehensive perspective from developing countries such as Jordan. Moreover, the population of this study included only the General Director, General Director Assistants, and Administrative Managers. Front-line employees were excluded from the data collection because the study was conducted solely from a managerial perspective.

27 citations


Journal ArticleDOI
TL;DR: In this paper, the authors conceptualized the dimensions of the Industry 4.0 readiness model and subsequently evaluated the criticality of these dimensions in manufacturing, service, small and medium-sized enterprises (SMEs) and large enterprises (LEs).
Abstract: Organizations use Industry 4.0 readiness models to evaluate their preparedness prior to the implementation of Industry 4.0. Though there are many studies on Industry 4.0 readiness models, the dimensions of readiness differ. Besides, there is no study empirically validating the readiness model in different sectors or types of organization. The purpose of this study is to conceptualize the dimensions of the Industry 4.0 readiness model and subsequently evaluate the criticality of these dimensions in manufacturing, service, small and medium-sized enterprises (SMEs) and large enterprises (LEs).,The study uses an exploratory sequential mixed method design. In phase one, 37 senior managers participated through a purposive sampling frame. In phase two, 70 senior managers participated in an online survey.,The results of the study indicated that the Industry 4.0 readiness model has 10 dimensions. Further, the criticality of the dimensions as applied to different sectors and type of organizations is put forward. This study will help manufacturing, services, SMEs and LEs to evaluate Industry 4.0 readiness before commencing the deployment of Industry 4.0.,The findings can be very beneficial for Industry 4.0 practitioners and senior managers in different organisations to understand what readiness dimensions need to be considered prior to implementation of Industry 4.0 technology.,This paper makes an attempt to conceptualize the Industry 4.0 readiness model and utilizes an exploratory mixed method for critically evaluating the dimensions related to the model.

26 citations


Journal ArticleDOI
TL;DR: In this article, the authors conducted a qualitative interview with a panel of senior management, engineering and continuous improvement professionals working in leading companies in Asia, Europe and America who are currently deploying Quality 4.0.
Abstract: PurposeQuality 4.0 has a unique potential to create a competitive advantage for organisations by improving customer experience and enhancing profitability. The purpose of this study is to examine Quality 4.0, the9; benefits, motivating factors, critical success factors and the skills required by quality professionals in the successful implementation of Quality 4.0. The study also investigates the organisational readiness factors9 and challenges that need to be addressed before Quality 4.0 adoption and assess their importance.Design/methodology/approachA qualitative interview approach was utilised by interviewing a panel of senior management, engineering and continuous improvement (CI); professionals working in leading companies in Asia, Europe and America who are currently deploying Quality 4.0.FindingsThis study provides a theoretical base for the Quality 4.0 body of knowledge in terms of an organisation’s adoption and overcoming implementation challenges and providing examples of Quality 4.0 application. Organisations can use this study to understand what Quality 4.0 means to industry, the benefits and motivating factors for implementing, the Critical Success Factors, challenges, the organisational readiness factors and the role of leadership in a Quality 4.0 deployment. In addition, the study looks at the skills required by future Quality 4.0 professionals in terms of hard skills, soft skills and a curriculum for educating future quality management professionals. The respondents cited that predictive analytics, sensors and tracking, and electronic feedback loops are the most critical technologies for driving Quality 4.0.Research limitations/implicationsOne of the limitations of this research was that as this area is a nascent area the researchers were limited in their literature review. The second limitation was that the study was based on 12 interviews. A more comprehensive longitudinal study would yield more data so that better and robust conclusions can be derived from the study.Originality/valueThis is the first empirical study on Quality 4.0, which captures the viewpoints of senior management professionals on a full range of topics related to Quality 4.0 motivation for deployment, implementation and readiness for its adoption.

Journal ArticleDOI
TL;DR: In this article, a taxonomy of user-provider interactions mediated by UGC is developed and a mixed approach is designed to meet the study aims, and the authors investigate different types of strategies for managing user-generated content (UGC) and provide some insights into their implications.
Abstract: The article investigates different types of strategies for managing user-generated content (UGC) and provides some insights into their implications.,A unique sample of Italian hotels with current and prospective customers in the digital environment is investigated. A taxonomy of user-provider interactions mediated by UGC is developed. A mixed approach was designed to meet the study aims. Firstly, an exploratory factor analysis was performed in order to illuminate different strategies of UGC and electronic word-of-mouth (E-WOM) management. Secondly, a cluster analysis was implemented in order to explain hoteliers' behavior toward users' contents.,The study results suggested the existence of three clusters, which reflected three different types of interactions between hotels and customers in the digital domain. Interestingly, most of Italian hotels were found to adopt a reductionist approach to UGC and E-WOM management, turning out to be ineffective to exploit them for the purpose of quality improvement and hospitality service excellence.,Hotels were found to be largely unaware of the importance of UGC and web-based communication with customers to improve their digital business strategy. Tailored management approaches are needed to realize the full potential of hotels' online content responsiveness for the purpose of value co-creation and service co-production.,This is one of the first studies investigating the strategic and management perspectives embraced by hotels to handle their interactions with customers in the digital arena.

Journal ArticleDOI
TL;DR: In this article, the authors identify SHRM (strategic human resource management) essential practices for the TQM (total quality management) program regarding an Indian tire manufacturing company and formulate an inclusive interrelationship to prioritize them.
Abstract: PurposeThis study aims to identify SHRM (strategic human resource management) essential practices for the TQM (total quality management) program regarding an Indian tire manufacturing company and formulate an inclusive interrelationship to prioritize them.Design/methodology/approachSemistructured interview with ten experts from the company was made to give SHRM practices scores. The SLR (systematic literature review) and TOPSIS (technique for order of preference by similarity to ideal solution) techniques are used to establish the model for 12 key practices and rank them afterward.FindingsThe findings clearly show that strategic planning and staffing, teamwork and leadership development have appeared as the top three essential practices. Simultaneously, performance measurement and evaluation, work design and analysis and promotion are identified as the bottom three practices. These essential practices are identified as contributing attributes.Practical implicationsThe findings prioritize the SHRM practices as contributing attributes that help other tire manufacturing industries identify their key practices. Moreover, it provides the necessary inputs comprised of ten experts' decisions to become more active and well prepared.Originality/valueThe novelty of this study is to identify the key practices by using SLR and measured by the TOPSIS method to rank and consider a tire manufacturing company as a case-based approach to gain high productivity and competitive advantage.

Journal ArticleDOI
TL;DR: In this paper, the authors present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence methodologies in the era of COVID-19.
Abstract: PurposeThis paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence methodologies in the era of COVID-19.”Design/methodology/approachA qualitative interview approach was utilized by interviewing a panel of leading academics and practitioners who are familiar with operation excellence methodologies.FindingsOperational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.Research limitations/implicationsOne limitation of this research was that most of the interviewees who participated in this study came from Europe, North America, South America and Asia, representing four continents. It would have been better to have different views from other continents such as Australia and Africa. Also, the interviews were short and at a high level. There is an opportunity for further study and analysis.Practical implicationsOperational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.Originality/valueThe paper provides an excellent resource for those people to get an insight into the value of the application of operations excellence methodologies in pandemic situations to aid healthcare process improvement and aid public and patient safety.

Journal ArticleDOI
TL;DR: In this article, the authors examined the environmental effects that the implementation of these management systems cause and shed some light on the benefits of implementing more, not fewer management systems with benefits to organizations and entire industries with new possibilities for economic growth that do not have to come at the expense of the environment.
Abstract: PurposeComprehensive management systems such as ISO 9001 or ISO 14001 are designed to help organizations improve processes, ensure customer satisfaction, efficient information flow, efficient use of resources and many other prosperous management areas. These systems can also bring unintended direct and indirect effects on organizations. In this study, the authors examine the environmental effects that the implementation of these management systems cause.Design/methodology/approachA survey-based methodology was used for this study, with textile organizations in three countries – Poland, Slovakia and the Czech Republic. The research focused on four areas related to environmental effects. The first area was the level of improvement of the organizations' environmental performance, which was examined by the methods of descriptive statistics. The second area was analyzing differences in environmental effects concerning the implementation of the systems using inferential statistics. The third area was the analysis of latent links between individual effects using factor analysis.FindingsThis study's insights shed some light on the benefits of implementing more, not fewer systems with benefits to organizations and entire industries with new possibilities for economic growth that do not have to come at the expense of the environment.Originality/valueOrganizations implementing management systems can realize dynamic benefits across a supply chain and within a manufacturing organization. Here the authors see an opportunity for ISO systems as a stepping stone to a more sustainable textile manufacturing economy.

Journal ArticleDOI
TL;DR: In this paper, the authors investigated the impact of total quality management (TQM) factors on knowledge creation in the organizations of Bangladesh and found that a positive and significant relationship exists between leadership, employee empowerment, benchmarking, customer focus and information technology with the knowledge creation process.
Abstract: Total quality management (TQM) and knowledge management (KM) are two similar and complementary management philosophies synergistic combinations that can form a cycle of improvement and development. This paper aims to investigate the impact of TQM factors on knowledge creation in the organizations of Bangladesh.,A list of TQM factors was identified through reviewing the relevant literature. Knowledge creation was analyzed through the framework proposed by Nonaka and Takeuchi (1995). Data were collected through a self-administered questionnaire survey among 450 top and mid-level managers of the organizations. A quantitative research approach, namely, structural equation modeling (SEM) was used in the study. The data were analyzed in SmartPLS 3.,From the study, it is found that a positive and significant relationship exists between leadership, employee empowerment, benchmarking, customer focus and information technology with the knowledge creation process and four knowledge conversion modes. In contrast, a negative and significant relationship has been found between employee training and continuous improvement with the knowledge creation process and three knowledge conversion modes.,Previous researches in Bangladesh empirically validated the effect of TQM on organizational performance, competitive advantage, financial performance, market performance and productivity. But, no such study was undertaken to empirically validate the effect of TQM on knowledge creation process for organizations of Bangladesh. Here, the study has a unique contribution. The empirical support for the hypotheses to explain and predict the contribution of the TQM in promoting knowledge creation.,The findings highlight the role of leadership practices. Organizational leadership needs to focus more on following issues: gathering required knowledge from the superior sources; transforming prevailing knowledge into a meaningful format to perform activities in better and innovative ways; employing opinions from experiences; facilitating mechanism for employees to update their knowledge; creating a virtual network; implementing customer relationship management system and providing tools and technologies to employees for performing KM activities more efficiently. On the other hand, negative effect of employee training and continuous improvement on knowledge creation sheds light on understanding the reasons for this kind of relationship and formulating effective strategies to resolve problems inside the organizations. In this regard, employees need to be well equipped through regular and appropriate training. Also, employees need to use problem-solving approach to identify problems inside the organizational system thereby availing opportunities for continuous improvement.,This study was conducted to identify factors that enable knowledge creation in organizations from developing countries like Bangladesh. TQM has been adopted in many organizations. But, its effect was mostly measured to determine its impact on improving organizational performance or competitiveness or identifying its critical success factors of implementation. Hence, this study sheds light on identifying the effect of TQM from a new perspective.

Journal ArticleDOI
TL;DR: The introduction of the FTS in the orthopaedic field, analysed through the LSS, demonstrated to reduce LOS and, consequently, costs and there was an economic saving for each individual patient.
Abstract: One of the biggest challenges in the health sector is that of costs compared to economic resources and the quality of services. Hospitals register a progressive increase in expenditure due to the aging of the population. In fact, hip and knee arthroplasty surgery are mainly due to primary osteoarthritis that affects the elderly population. This study was carried out with the aim of analysing the introduction of the fast track surgery protocol, through the lean Six Sigma, on patients undergoing knee and hip prosthetic replacement surgery. The goal was to improve the arthroplasty surgery process by reducing the average length of stay (LOA) and hospital costs,Lean Six Sigma was applied to evaluate the arthroplasty surgery process through the DMAIC cycle (define, measure, analyse, improve and control) and the lean tools (value stream map), adopted to analyse the new protocol and improve process performance. The dataset consisted of two samples of patients: 54 patients before the introduction of the protocol and 111 patients after the improvement. Clinical and demographic variables were collected for each patient (gender, age, allergies, diabetes, cardiovascular diseases and American Society of Anaesthesiologists (ASA) score).,The results showed a 12.70% statistically significant decrease in LOS from an overall average of 8.72 to 7.61 days. Women patients without allergies, with a low ASA score not suffering from diabetes and cardiovascular disease showed a significant a reduction in hospital days with the implementation of the FTS protocol. Only the age variable was not statistically significant.,The introduction of the FTS in the orthopaedic field, analysed through the LSS, demonstrated to reduce LOS and, consequently, costs. For each individual patient, there was an economic saving of € 445.85. Since our study takes into consideration a dataset of 111 patients post-FTS, the overall economic saving brought by this study amounts to €49,489.35.

Journal ArticleDOI
TL;DR: In this paper, a systematic review of the literature using Methodi Ordinatio to build a bibliographic panorama on the intertwining of the themes total QM (TQM) and I4.0, focusing on the emerging concept of TQM 4.0.
Abstract: The purpose of this article is to explore the new concept of TQM 4.0 as a way of adapting quality management (QM) in Industry 4.0 (I4.0), guiding industries to this new phase, which has generated adaptations in numerous areas, one of which is QM and human resources.,A systematic review of the literature was carried out. Methodi Ordinatio was applied to build the portfolio of articles with scientific relevance, which is the source of data collections and content analysis. To help out in the analysis, NVivo 12 and VOSviewer software programs were used.,The results demonstrate that when adapting the QM to the technologies of I4.0, the result is an ecosystem that supports the integration between technology, quality and people in the industrial scenario.,This article presents a systematic review of the literature, but without delving into specific issues such as the different industrial sectors and the culture of countries in which industries may be inserted, for example, which characterizes a limitation of this research.,This study provides an ecosystem model that can guide future research, regarding the concept of TQM 4.0, in addition to pointing out some ways of combining technologies, quality and people in the industrial context.,This is one of the first articles to employ a systematic review of the literature using Methodi Ordinatio to build a bibliographic panorama on the intertwining of the themes total QM (TQM) and I4.0, focusing on the emerging concept of TQM 4.0.

Journal ArticleDOI
TL;DR: In this paper, the authors identify the drivers of human resource empowerment in understanding the new concept of Quality 4.0 in the digital era, and investigate the cause-and-effect relationships among these drivers using the Grey DEMATEL technique.
Abstract: PurposeThis study aims to identify the drivers of human resource empowerment in understanding the new concept of Quality 4.0 in the digital era.Design/methodology/approachFirst, the literature of quality management evolution in the fourth industrial revolution (Industry 4.0) and the position of the required workforce in Quality 4.0 were reviewed and then by using the opinions of experts and managers of Knowledge-Intensive Business Services (KIBS) firms, a set of driver effects on the readiness and ability of human resources was identified in the context of Quality 4.0. After identifying the drivers, cause-and-effect relationships among these drivers were investigated using the Grey DEMATEL technique.FindingsA total of 29 Quality 4.0 drivers of readiness and workforce ability were identified, based on multiple interactions of quality management in different stages of the production cycle. They were divided into new valuation approaches, composite dimensions, team creativity and thorough inspection. “Technical abilities and capability to solve problems” was identified as the most significant driver.Practical implicationsFindings help KIBS firms to take necessary measures and plans. Consequently, they can increase the readiness and ability of human resources based on the changes in managing Quality 4.0. Also, considering the importance of each driver, they will be able to take a step towards total quality improvement.Originality/valueDespite extensive research on the subject of the fourth Industrial Revolution, research on the human aspects required for managing Quality 4.0 is limited. This study was performed to examine the cause-and-effect relationships between human resource drivers to adapt to the changes in Quality 4.0.

Journal ArticleDOI
TL;DR: In this paper, the impact of intellectual capital (IC) on fraud in listed firms' financial statements on the Tehran Stock Exchange (TSE) has been investigated and the results show a negative and significant relationship between IC and its components, including the efficiency of human capital, structural capital, relational capital, and customer capital.
Abstract: PurposeThe purpose of this present study is to assess the impact of intellectual capital (IC) on fraud in listed firms' financial statements on the Tehran Stock Exchange (TSE). In other words, this paper seeks to figure out whether IC and its components, namely, the efficiency of human capital (HC), structural capital (SC), relational capital (RC) and customer capital (CC).Design/methodology/approachThe logistic regression model is used for analyzing the material of this study. Research hypotheses are also examined using a sample of 187 listed firms on the TSE during 2011–2018 by employing the logistic regression pattern based on synthetic data technique. Moreover, some robustness checks are also used to ensure the correctness of the obtained results.FindingsThe findings show a negative and significant relationship between IC and its components, including the efficiency of HC, SC, RC and CC, and fraud in financial statements. This means that by investing in the IC and its components, the amount of fraud in business firms' financial statements decreases.Originality/valueSince few studies are carried out by existing literature, this paper is among the pioneer efforts assessing IC's potential impact on fraud commitment. The findings apply to policymakers to improve the clarity of the business atmosphere of Iran.

Journal ArticleDOI
TL;DR: In this article, the authors developed and empirically tested a framework to investigate how CA is achieved through SCA and how these, in turn, can enhance a firm's operational performance (OP).
Abstract: In today's global economy, developing supply chain agility (SCA) and lean practices (LP) as resource-based view and dynamic capabilities are essential for firms to sustain their competitive advantage (CA) and enhance their operational performance (OP). The purpose of this paper is to develop and empirically test a framework to investigate how CA is achieved through SCA and LP and how these, in turn, can enhance a firm's OP.,For data collection, the authors adopted the survey method using self-administered questionnaires. Two-source survey data were collected in two rounds (separated by a two-month lag time) from supply chain managers, operational managers and general managers. The purpose of collecting data in two rounds was to reduce common-method bias. Likert scale (1–5) was used in the questionnaire. Smart PLS 3 and SPSS 23 were used for the data analysis purpose.,SCA was found to directly and positively affect OP. LP also positively affected OP. In addition, CA fully mediated the relationship between SCA, LP and OP.,This study encourages the managers of manufacturing firms to adapt LP and their supply chains (SCs) to become agile and leverage the advantages of their implementation to improve their OP and succeed in the market.,This study is one of the first to investigate the effect of SCA and LP on OP. Furthermore, the first study examines CA's mediating impact on the relationship between SCA, LP and OP.

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TL;DR: In this paper, the conditions of open innovation against cleaner production in Indonesian batik small and medium enterprise (SME), particularly in Java and Madura, were analyzed. And the results showed that open innovation can be run well and optimally if it gets support from a conducive climate open innovation.
Abstract: PurposeThe purpose of this paper is to design a research model and analyze the relationship between open innovation and cleaner production. The paper maps and characterizes the conditions of open innovation against cleaner production in Indonesian batik small and medium enterprise (SME), particularly in Java and Madura. The mapping process is executed by classifying the batik SME into four quadrants. The diagram is a quadrant in which there are four parts to distinguish each of the ability of batik SMEs in understanding and achieving cleaner production through open innovation. This research will obtain a new method or model that can be applied by organizations to achieve cleaner production through an open innovation. The data is obtained from 182 batik SMEs located in Laweyan, Madura and Lasem (in Java Island, Indonesia).Design/methodology/approachOne of the problems in batik SME is the waste management from the dyeing and wax removal process. In the first stages of this research, a number of initial models were elaborated as a reference, then the results of the elaboration became a new research model. The research model that has been produced is then tested using data from respondents. Based on the test results, the model can be stated valid or not. In this study, the model is valid after testing data from 182 respondents, because all outer loading for all indicators is above 0.7. The composite reliability and AVE values of all constructs were above 0.7 and 0.5. Based on the validated research model, the data is statistically processed by using the Structural Equation Modeling (SEM). By using the SEM method and statistical software SMART PLS 3.0this research can be supported to achieve the research objectives.FindingsBased on data testing and processing, open innovation climate could predict a sustained relationship to open innovation with an accuracy rate of 0.466 and influence rate of 0.427, whereas open innovation could predict a sustained relationship to cleaner production with an accuracy rate of 0.183 and influence rate of 0.324. The relationships between open innovation climate and open innovation; including open innovation toward cleaner production, are statistically significant because all prediction values and accuracy in the model have met the criteria for measurement parameters based on the value of R2, p value and T-statistics to be stated as a significant relationship.Research limitations/implicationsThis research provides an overview of the influence and importance of open innovation in creating an environmentally friendly production process in the context of cleaner production. Cleaner production on batik SMEs can be achieved through open innovation, both for inbound open innovation and outbound open innovation. Open innovation comprehensively provides support for batik SMEs in achieving cleaner production. Open innovation can be run well and optimally if it gets support from a conducive climate open innovation. Furthermore, the implementation of cleaner production could be a guideline for the owner to minimize the waste from batik SME production, both for natural and synthetic dyes. Some limitations in these study include the absence of influence from the existing stakeholders on batik SMEs on the implementation process of open innovation; the use of the cross-sectional approach that results in the unavailability of further analysis regarding the dynamics or improvements that occur in attaining cleaner production through open innovation; and finally providing no analysis of the differences in characteristics at each location of batik SMEs.Originality/valueThe implementation of cleaner production model is considered as one of the new methods and references in conjunction with reducing the negative impact of waste toward the environment, particularly in the traditional textile industry which is limited in waste management capability.

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TL;DR: In this article, the authors proposed a comprehensive model for assessing the quality of academic programs in higher education institutions (HEIs) by adopting the TQM philosophy, based on a sample of 377 responses from higher education academics, experts and professionals in Sweden, partial least squares structural equation modeling (PLS-SEM) technique was used to empirically test the proposed hypotheses and validate the model.
Abstract: This study aims to propose a comprehensive model for assessing the quality of academic programs in higher education institutions (HEIs) by adopting the TQM philosophy.,Based on a sample of 377 responses from higher education academics, experts and professionals in Sweden, partial least squares structural equation modeling (PLS-SEM) technique was used to empirically test the proposed hypotheses and validate the model.,The model reveals that the input-based factors have a stronger impact on the process-based factors; while process-based factors have less impact on the output-based factors. The input-based factors: adoption of international pedagogy standards (IPS), education infrastructure (EDI), and work/study environment (WSE) through the process-based factors quality of students (QOS) and quality of faculty staff (QFS) is found to have a significant impact on output-based factor quality of academic programs (QAP).,This study has been conducted in Sweden. Inclusion of other countries provides opportunities for further analysis by conducting cross-comparison between different cultures in higher education, and including additional stakeholders such as policymakers, parents and students.,This research also contributes to practice by providing an in-depth understanding of the relationships among variables that affect the quality of academic programs in HEIs, and provides insights to internally assess the quality levels of their academic programs,This study contributes to the knowledge by providing a holistic view in which it integrates input, process and output perspectives in a conceptual model to assess the quality of academic programs at the higher education level.

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TL;DR: In this paper, the authors present the ten steps of a kaizen project, which enable lean transformation over a period of time, underpinned by a literature review of enablers and barriers and an implementation case in a tertiary care hospital.
Abstract: This paper aims to present a method for strategic planning and implementation processes in health care based on lean management.,Within the framework of the action research methodology, the authors present the ten steps of a kaizen project, which enable lean transformation over a period of time. The study is underpinned by a literature review of enablers and barriers and an implementation case in a tertiary care hospital.,Key points and possible contingency issues are presented for each of the steps, and a successful lean tools intervention is illustrated by examples of improvement projects of the surgical process. Conclusions of the implementation establish a roadmap for improvement projects in hospital environments based on lean management, thus bridging the existing gap between the large number of theoretical projects (much of the projects described are not sustainable over time as the hospital sector is very particular) that have failed to be implemented, or been paused mid-term, and the self-sustaining projects developed by improvement teams in the hospital.,The study details knowledge gleaned from a three-year project entailing various stages: forming improvement teams; training health-care professionals in lean management; drawing up a process map to identify value stream mapping improvement opportunities; implanting projects and verifying the results obtained; and finally, laying the cornerstones, which would make the project self-sustaining and open to long-term continuous improvement.

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TL;DR: In this article, the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV) in health insurance products in Malaysia was examined.
Abstract: PurposeThis study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV) in health insurance products in Malaysia.Design/methodology/approachData were conveniently collected through a self-administered questionnaire from subscribers to health insurance products and services in Malaysia. A total of 456 available questionnaires were used in the analysis. Partial least square (PLS) structural equation modelling (V3.3) was used to obtain the study results.FindingsA positive relationship is observed amongst the studied variables. In addition, CPV partially mediates the proposed relationship and also indirectly mediates the relationship between SQ and CS. Lastly, CS partially mediates the proposed relationship. Hence, all proposed direct and indirect relationships are significant and positive.Research limitations/implicationsThis research increases the authors’ understanding of the role of CS, SQ and CPV on CL in the health insurance industry in a developing country. The study also shows that insurance companies must establish positive relationships between insurers and customers by providing excellent SQ to maintain CS and loyalty.Practical implicationsThis research will help managers and guide the policymakers to establish a national health financing scheme. Furthermore, these results will guide industry players on how to maintain existing and targeting customers.Social implicationsThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers. However, to date, research in this sector under the Malaysian context is not adequate to consider SQ, perceived values and CL factors.Originality/valueThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers.

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TL;DR: In this paper, the authors provide insights on the application of critical soft TQM practices in primary and secondary education and their impact on teachers' job satisfaction (TJS).Design/methodology/approach
Abstract: PurposeThe current study provides insights on the application of critical soft TQM practices in primary and secondary education and their impact on teachers' job satisfaction (TJS).Design/methodology/approachBased on a review of the literature related to TQM application in primary and secondary education, six soft TQM elements were traced as critical to the success of TQM implementation in the school environment: participation/involvement in continuous improvement, teamwork, empowerment, appraisal systems/recognition and reward for quality, training and development (T&D) and leadership (vision/commitment to quality culture). Moreover, their relationship to JS was theoretically founded and empirically tested. An online questionnaire was used as the research instrument. The participants were 200 primary and secondary public school teachers working in urban, semi urban and rural regions of Greece. After assessing the validity and reliability of the measurement scales, multiple regression analysis was applied to test the hypothesized relationships.FindingsThe research findings revealed that leadership and empowerment are the most highly implemented TQM practices in primary and secondary education. Moreover, participation/involvement, appraisal systems/recognition and rewards and leadership were the TQM elements that had a positive association with TJS.Practical implicationsThe outcomes of the study are of help to school principals and policy-makers in order to design and implement TQM policies that advance the quality of teaching and the effectiveness of processes in the primary and secondary education system, as well as to satisfy and motivate teachers for continuous improvement.Originality/valueThis was, to the best of our knowledge, the first study that has explored the impact of soft TQM elements on TJS.

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TL;DR: In this article, the authors developed a structural model based on Interpretive Structural Modelling (ISM) approach to analyse the barriers to integration of Lean with Industry 4.0. But, the model was not applied to the integration of lean and I4.0 processes.
Abstract: To develop a structural model based on Interpretive Structural Modelling (ISM) approach to analyse the barriers to integration of Lean with Industry 4.0.,Integrated lean and I4.0 is essential for optimising customer value, rapid product design and redesign to comply with customer demand on time. Also, manufacturing processes to be made more flexible, intelligent and agile. In this context, integrated lean and Industry 4.0 barriers were identified and an ISM approach is employed to identify hierarchical structure of barriers and analysed.,The result obtained reflects that barriers “increasing competitive pressure”, “lack of long-term vision”, “lack of management support”, “lack of capital fund” are found to be the important barriers that affect the integration of lean and I4.0.,In the present study, 16 barriers are analysed. In future, additional barriers could be included.,The driving and dependence power of barriers were analysed from ISM model and it provided guidance for practitioners to concentrate on barriers for integrating lean and I4.0.,The idea of developing structural model for analysis of barriers to integration of lean with I4.0 is the original contribution.

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TL;DR: In this paper, the authors investigated the relationship between narcissism and managers' overconfidence in listed companies' risk-taking by using multiple regression models and measuring companies' monthly returns.
Abstract: PurposeThe primary purpose is to investigate the relationship between narcissism and managers' overconfidence in listed companies' risk-taking.Design/methodology/approachIn this study, two criteria of signature and reward are used to measure manager's narcissism; manager's overconfidence, using multiple regression models and finally to measure companies' risk-taking by using companies' monthly returns. Multiple regression is employed to test the model using a sample of 890 firm-year participation on the Tehran Stock Exchange from 2012 to 2017 with panel data and model with fixed effects.FindingsThe findings indicate that the CEO's narcissism and the board of directors positively and significantly affect corporate risk-taking. Also, managers' overconfidence has a positive and significant relationship with corporate risk-taking.Originality/valueThe results of this study identified other factors affecting companies' risk-taking. This study also contributed to the development of the literature on narcissism, overconfidence and corporate risk-taking.

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TL;DR: In this article, the role of service quality (SQ), trust and commitment to customer loyalty (CL) for telecom service users was determined. But, the authors did not consider the effect of gender, marital status, gender and connection type within the model.
Abstract: Purpose – The purpose of this paper is to determine the role of service quality (SQ), trust and commitment to customer loyalty (CL) for telecom service users. Further, the moderating role of gender, marital status and connection type within the model was tested. Design/methodology/approach – A measurement model was created based on valid 615 responses from Indian TSUs for SQ, trust, commitment and loyalty with the help of partial least squares structural equation modeling (PLS-SEM). Multi-group analysis (MGA) was conducted to understand the moderating effect of marital status, gender and connection type within the model. Findings – The results suggest that, out of five dimensions of SQ, only responsiveness, assurance and empathy have a significant positive relationship with both commitment and trust. Tangibility has a significant positive relationship with trust only. Both commitment and trust have a significant impact on loyalty. It was noticed that both commitment and trust act as mediators between three SQ dimensions (assurance, empathy and responsiveness) and CL. MGA revealed that empathy and responsiveness positively induce trust in telecom users who are single. Whereas, assurance increases commitment toward telecom service providers in married users. Assurance and empathy significantly contribute toward commitment and trust, respectively, in male users as compared to females. Empathy was found important for postpaid users for trust-building, whereas trust was found to be more important for prepaid users to stay loyal to the service provider. Originality/value – This article contributes toward understanding the role of SQ, trust and commitment to CL moderated by marital status, gender and connection type in an integrated model concerning telecom service

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TL;DR: The purpose of this study is to find the research gaps in the literature and to investigate the scope of incorporating new strategies in the health-care sector for increasing the efficiency of the system.
Abstract: PurposeThe proposed article is aimed at exploring the opportunities, challenges and possible outcomes of incorporating big data analytics (BDA) into health-care sector. The purpose of this study is to find the research gaps in the literature and to investigate the scope of incorporating new strategies in the health-care sector for increasing the efficiency of the system.Design/methodology/approachFora state-of-the-art literature review, a systematic literature review has been carried out to find out research gaps in the field of healthcare using big data (BD) applications. A detailed research methodology including material collection, descriptive analysis and categorization is utilized to carry out the literature review.FindingsBD analysis is rapidly being adopted in health-care sector for utilizing precious information available in terms of BD. However, it puts forth certain challenges that need to be focused upon. The article identifies and explains the challenges thoroughly.Research limitations/implicationsThe proposed study will provide useful guidance to the health-care sector professionals for managing health-care system. It will help academicians and physicians for evaluating, improving and benchmarking the health-care strategies through BDA in the health-care sector. One of the limitations of the study is that it is based on literature review and more in-depth studies may be carried out for the generalization of results.Originality/valueThere are certain effective tools available in the market today that are currently being used by both small and large businesses and corporations. One of them is BD, which may be very useful for health-care sector. A comprehensive literature review is carried out for research papers published between 1974 and 2021.