Journal ArticleDOI
Applying Deming to Service
TLDR
The current status and future prospects of quality and productivity improvement efforts in business, especially in America, are assessed in this paper, where the authors present a picture of the state of the art of quality as a way of life in the service sector.Abstract:
Assesses the current status and future prospects of quality and
productivity improvement efforts in business, especially in America.
Presents a picture of the state of the art of quality as a way of life
in the service sector. Lots of service operations lag behind
manufacturers in making quality improvement a part of the corporate
culture, not just an add‐on programme.read more
Citations
More filters
Journal ArticleDOI
Statistical methods for monitoring service processes
TL;DR: The statistical process control (SPC) is used to monitor production processes in order to prevent the production of waste and improve the quality of future output as discussed by the authors. The emphasis is on the prevention of problems before they occur instead of simply revealing and correcting past mistakes.
Journal Article
Measuring and Improving the Quality of Public Services: A Hybrid Approach
TL;DR: This project analyzes patron perceptions about library services and presents a method for quantifying and categorizing patrons' comments from a standard questionnaire in such a way that the results are organized into seven principal service determinants.
Journal ArticleDOI
Should we put locals in charge? managing relationships within prospective us - south african joint ventures
Will Adebowale Akande,Bolanle E. Adetoun,Magdeline M. Tserere,Modupe Fal Adewuyi,Esther Titilola Akande +4 more
TL;DR: In this paper, the authors used a data set derived from South African managers in their empirical analysis of potential U.S.•South Africa agreements and found that the need for highest work performance, knowledge management and strict control is high and the South African government's administrative barriers seem to be the most crucial problems for the prospective joint ventures.
Journal ArticleDOI
OR in practice: Results of a survey in the United Arab Emirates
TL;DR: In this paper, the authors present the results of a survey to investigate the levels of awareness and usage of OR and attempts to establish which are the relevant factors affecting the use of OR in the UAE.
Journal ArticleDOI
Your next boss is American : attitudes of South African managers towards prospective US-South African joint ventures
W. A. Akande,M. Banai +1 more
TL;DR: This paper explored South African managers' expectations of prospective South African - United States international joint ventures and found that Tarrifs imposed by the US government and the South African government's administrative barriers seem to be the most crucial problems for the prospective joint ventures.