Showing papers on "Quality (business) published in 1996"

SUS: A 'Quick and Dirty' Usability Scale

Abstract: Usability is not a quality that exists in any real or absolute sense. Perhaps it can be best summed up as being a general quality of the appropriateness to a purpose of any particular artefact. This notion is neatly summed up by Terry Pratchett in his novel Moving Pictures:In just the same way, the usability of any tool or system has to be viewed in terms of the context in which it is used, and its appropriateness to that context. With particular reference to information systems, this view of usability is reflected in the current draft international standard ISO 9241-11 and in the European Community ESPRIT project MUSiC (Measuring Usability of Systems in Context) (e.g. Bevan et al., 1991). In general, it is impossible to specify the usability of a system (i.e. its fitness for purpose) without first defining who are the intended users of the system, the tasks those users will perform with it, and the characteristics of the physical, organizational and social environment in which it will be used.

Satisfaction: A Behavioral Perspective On The Consumer

Abstract: List of Tables List of Figures Preface 1 Introduction: What Is Satisfaction? PART 1 BASIC SATISFACTION MECHANISMS 2 The Performance of Attributes, Features, and Dimensions 3 Expectations and Related Comparative Standards 4 The Expectancy Disconfirmation Model of Satisfaction PART 2 ALTERNATIVE AND SUPPLEMENTARY COMPARATIVE OPERATORS 6 Quality: The Object of Desire 7 The Many Varieties of Value in the Consumption Experience 8 Equity: How Consumers Interpret Fairness 9 Regret: What Might Have Been, and Hindsight (What I Knew Would Be) PART 3 SATISFACTION PROCESSES AND MECHANISMS 10 Cognitive Dissonance: Fears of What the Future Will Bring (and a Few Hopes) 11 Why Did It Happen? Attribution in the Satisfaction Response 12 Emotional Expression in the Satisfaction Response 13 The Processing of Consumption PART 4 SATISFACTION'S CONSEQUENCES: WHAT HAPPENS NEXT? 14 After Satisfaction: The Short Run Consequences 15 Loyalty and Financial Impact: Long-term Effects on Satisfaction Name Index Subject Index About the Author

Beyond accuracy: what data quality means to data consumers

Abstract: Poor data quality (DQ) can have substantial social and economic impacts. Although firms are improving data quality with practical approaches and tools, their improvement efforts tend to focus narrowly on accuracy. We believe that data consumers have a much broader data quality conceptualization than IS professionals realize. The purpose of this paper is to develop a framework that captures the aspects of data quality that are important to data consumers.A two-stage survey and a two-phase sorting study were conducted to develop a hierarchical framework for organizing data quality dimensions. This framework captures dimensions of data quality that are important to data consumers. Intrinsic DQ denotes that data have quality in their own right. Contextual DQ highlights the requirement that data quality must be considered within the context of the task at hand. Representational DQ and accessibility DQ emphasize the importance of the role of systems. These findings are consistent with our understanding that high-quality data should be intrinsically good, contextually appropriate for the task, clearly represented, and accessible to the data consumer.Our framework has been used effectively in industry and government. Using this framework, IS managers were able to better understand and meet their data consumers' data quality needs. The salient feature of this research study is that quality attributes of data are collected from data consumers instead of being defined theoretically or based on researchers' experience. Although exploratory, this research provides a basis for future studies that measure data quality along the dimensions of this framework.

Human resource management, manufacturing strategy, and firm performance

Abstract: This study examines two alternative views—universal and contingency—of the human resources (HR)-performance relationship in manufacturing settings. Results from a survey of 97 plants primarily support a contingency approach to human resource management (HRM). An HR system focused on human capital enhancement was directly related to multiple dimensions of operational performance (i.e., employee productivity, machine efficiency, and customer alignment), but subsequent analysis revealed that this main effect was predominately the result of linking human-capital-enhancing HR systems with a quality manufacturing strategy. Other manufacturing strategies also moderated the HR-performance relationship.

Development and Validation of TQM Implementation Constructs

Abstract: The contemporary quality management (QM) literature prescribes various quality improvement strategies. However, it lacks scientifically developed and tested constructs that represent an integrative QM philosophy. Moreover, an impact of the prescribed QM strategies on a firm's product quality has not been analyzed. Through a detailed analysis of the literature, this research identifies 12 constructs of integrated QM strategies. Using a survey of 371 manufacturing firms, the constructs are then empirically tested and validated. LISREL 7 is used for this purpose. Finally, a framework to examine the effects of integrated QM strategies on a firm's product quality is suggested. Comparisons between this and two other comprehensive scales of TQM are made.

The Proper Scope of Government: Theory and an Application to Prisons

Abstract: When should a government provide a service inhouse and when should it contract out provision? We develop a model in which the provider can invest in improving the quality of service or reducing cost. If contracts are incomplete, the private provider has a stronger incentive to engage in both quality improvement and cost reduction than a government employee. However, the private contractor's incentive to engage in cost reduction is typically too strong because he ignores the adverse effect on non-contractible quality. The model is applied to understanding the costs and benefits of prison privatization.

Using Informational Labeling To Influence The Market For Quality In Food Products

Abstract: In the United States, the federal government is increasingly using requirements for informational labeling on food products to influence 1) consumers' knowledge and purchasing patterns and 2) manufacturers' product offerings and marketing practices. We discuss the economic rationale behind these regulations and issues related to judging their success or failure.

Product variety and manufacturing performance: evidence from the international automotive assembly plant study

Abstract: This paper examines the effect of product variety on manufacturing performance, defined here as total labor productivity and consumer-perceived product quality. Using data from the International Motor Vehicle Program (M.I.T.) study of 70 assembly plants worldwide, the paper examines three dimensions of product variety, at fundamental, peripheral, and intermediate levels. The international sample reveals great variation in the distribution of each type of product variety in different regions, reflecting in part different strategies for variety. Furthermore, the impact of different kinds of product variety on performance varies, and is generally much less than the conventional manufacturing wisdom would predict. However, an intermediate type of product variety, here called parts complexity, was found to have a persistent negative impact on productivity. Finally, the study provides partial support for the hypothesis that management policies, in both operations and human resource areas, can facilitate the abs...

Total quality management in SMEs

Abstract: Small and medium size enterprises (SMEs) are the life blood of modern economies. That they should remain competitive and produce high quality outputs is of importance not only at the macro level but also to larger organizations, because SMEs are often suppliers of goods and services to larger organizations and lack of product quality would adversely affect the competitive ability of the larger organizations. Total Quality Management (TQM) is considered an important quality improvement tool. Compared with large organizations, SMEs have been slow to adopt TQM. This paper initially examines the differences between the characteristics of SMEs and large organizations; the relationship between the size of organization and inherent characteristics of TQM; and the effect of organization size on the implementation of TQM using deductive research. These issues are further examined through inductive research. For this purpose the development of TQM was studied in four small-medium size organizations.

The National Committee for Quality Assurance.

Abstract: The quality of medical care provided by managed-care plans is an increasingly complicated and controversial topic1–7 Traditionally, the quality of care has been measured by professional judgment,

Organizational citizenship behavior as a critical link between HRM practices and service quality

Abstract: This paper discusses how organizational citizenship behavior (OCB) provides a critical link between a firm's human resource management practices and its level of customer service. It is argued that a firm's overall human resources philosophy, approach to selection and socialization, evaluation and reward practices, and use of rules and job descriptions will affect the amount of citizenship behavior that employees display. In the aggregate, OCB will have a positive impact on a firm's level of service quality. © 1996 by John Wiley & Sons, Inc.

A framework for the dimensions of quality in higher education

Abstract: In any quality improvement programme, measurement plays a vital role as it provides information for decision making. Finding the characteristics of quality is a prerequisite for the measurement process. Despite recent research on general service’s quality dimensions, little work has been concentrated on public services and in particular higher education. Examines conceptual models proposed for different environments for consistency with higher education. Reviews quality factors found in the relevant literature and presents a new framework for the dimensions of quality in higher education.

Consumer perceptions of price, value and satisfaction in the hotel industry: an exploratory study.

Abstract: The hotel industry faces the difficult task of managing the temporal demand for its product. Also, the supply of rooms has outpaced the demand over the last decade. Under this competitive environment, hotels have two basic means of achieving a sustainable competitive advantage within their product markets: (1) low price or (2) high quality. This study examines the relationships between price, value and satisfaction in regard to hotel services.

The kano model: how to delight your customers

Abstract: So far customer satisfaction was mostly seen as a one-dimensional construction the higher the perceived product quality, the higher the customer’s satisfaction and vice versa. But fulfilling the individual product requirements to a great extent does not necessarily imply a high level of customer satisfaction. It is also the type of requirement which defines the perceived product quality and thus customer satisfaction. Departing from Kano’s model of customer satisfaction, a methodology is introduced which determines which influence the components of products and services have on customer satisfaction. The authors also demonstrate how the results of a customer survey can be interpreted and how conclusions can be drawn and used for the management of customer satisfaction is demonstrated.

Keeping Score: Using the Right Metrics to Drive World Class Performance

Abstract: From the Publisher: Keeping Score ensures that you look at the right measurements. The author contends that your measurements must focus on the past, present, and future and be based on the needs of customers, shareholders, and employees. Measuring everything is more damaging than measuring nothing - pinpointing the vital few key measures is the key to success. Following a Baldrige approach, Mark Brown shows you how to evaluate your current approach to measurement and redesign inadequate metrics and systems used to collect and report data. Developing an accurate measurement system ensures that you correctly measure customer satisfaction and value, the quality of products and services before they reach the customer, and employee satisfaction. In addition, you'll improve the accuracy of your metrics by linking them to key success factors as well as learn how to select the right financial metrics, perform process measurement, and track supplier performance.

An empirical analysis of the product-process matrix

Abstract: Process choice, a major part of operations strategy, is a key decision that links operations to business strategy. Hayes and Wheelwright, among others, argue that the emphasis given to product customization and other competitive priorities should agree with process choice. Our empirical study investigates whether firms actually link their process choice to product customization and other competitive priorities as hypothesized, and whether compatible decision patterns lead to better performance. Analysis of data collected from managers at 144 U.S. manufacturing plants shows a strong correlation between process choice, product customization, and competitive priorities. Process choice is highly related with the degree of product customization, and also with the emphasis placed on the quality and cost competitive priorities. Job shops and batch shops tend to have more product customization, higher costs, and higher quality. Some continuous flow shops use part commonality and flexible automation to achieve more customization than would otherwise be expected. Without these initiatives, customization in continuous flow shops results in weak performance.

A survey and taxonomy of strategy‐related performance measures for manufacturing

Abstract: Although the topic of manufacturing performance measurement has recently attracted considerable interest, little has been done to enumerate or classify the measures that exist. Lists 125 different strategy‐related measures that were found through a survey of accounting, manufacturing and managerial literature. Develops a taxonomy which categorizes those measures according to competitive priority (cost, quality, flexibility, delivery reliability, or speed), data source (internal or external), data type (objective or subjective), measure reference (self‐referenced or benchmark), and process orientation (process input or process outcome). Finds that the largest number of measures have been proposed for the competitive priority of flexibility and the fewest for delivery reliability. Most measures have focused only on process outcomes using self‐referenced objective data from internal sources. Based on these results, suggests that companies and academic researchers utilize new or different measures to assess adequately strategy‐related manufacturing performance.

Quality choice in models of vertical differentiation

Abstract: In this note, we offer the complete characterization of quality choices in a duopoly model of vertical product differentiation where firms simultaneously choose the quality of the product and then compete in prices. We thereby give precise content to the ''principle of differentiation'' in models of vertical product differentiation, which completes and amends previous results on the subject.

Hotel guest satisfaction among business travelers: What are the important factors?

Abstract: In their quest for improved quality, hospitality industry managers often face two major obstacles: (1) They do not know what aspects the guest considers to be important when evaluating the hotel experience, and (2) they do not have reliable and valid instruments for measuring quality perceptions. The objective of this study was to examine both of these obstacles. By employing LISREL analysis to two alternative models of hotel guest satisfaction, we found that the majority of variation in overall satisfaction can be explained by the intangible and tangible dimensions of three departments of the hotel: reception, the housekeeping department, and the food and beverage department. Further, tangible aspects of the housekeeping department and intangible aspects of reception were found to have the strongest effect on overall satisfaction. This calls for a more focused approach to service quality management than the total quality management literature generally recommends. Managers are advised to concentrate attention and resources on the aspects that have the highest importance for obtaining overall satisfaction. Because of the small amount of research in this area, the study must be regarded as preliminary and exploratory. Recommendations for further research are presented.

Trade Credit, Product Quality, and Intragroup Trade: Some European Evidence

Abstract: Marc Deloof is Assistant Professor of Finance. Marc Jegers is Professor of Accounting and Finance. Both are at the Free University of Brussels (VUB). Long, Malitz, and Ravid (1993) proposed a model based on the idea that the major purpose of trade credit is to allow buyers to assess the quality of the firm's products before paying. In this paper, we apply a similar methodology not only using a sample of industrial firms, but also a sample of Belgian wholesale distribution firms. Furthermore, we develop and test two additional hypotheses, based on the observation that industrial and financial groupings play an important role in the Belgian economy. While our results partially confirm the four hypotheses of Long et al., we find evidence that a firm selling to a linked customer extends trade credit for reasons other than assessing product quality. We find that when a firm has a shortage of cash, investment in accounts receivable from linked firms is reduced. An excess of cash does not seem

Quality guidance: a consumer based approach to food quality improvement using Partial Least Squares.

Abstract: An effective quality enhancement programme must include consideration of those characteristics of the physical product which are important to targeted consumers. We present a conceptual model and methodology for the improvement of the physical food product based on the demands of the consumer. This so-called quality guidance approach takes consumers' quality judgements as the point of departure and relates them to the characteristics of the physical product. Partial Least Squares is used to estimate the relationships in our conceptual model of quality guidance. An empirical application is provided using blade steak. The results suggest that the quality guidance approach is conceptually sound and useful. Copyright 1996 by Oxford University Press.

Measuring customer service quality in sports and leisure centres

Abstract: Based on the notion that quality management embraces efficiency and effectiveness, the Centre for Environmental and Recreation Management (CERM) has developed prototypes for performance indicators of efficiency and effectiveness that can be applied to sports and leisure centre management. Effectiveness indicators based on the principles of customer service quality (CSQ) measure customers' expectations compared to their perceptions of the centre's actual performance. The CERM has focused on leisure industry sectors, particularly public sports and leisure centres. This paper reports on the dimensions of customer satisfaction and the application of the CERMCSQ questionnaire to leisure centre management. Data are throughout Australia that trialed the CERMCSQ questionnaire during 1994. Conclusions are drawn from this data that indicate a four-dimension model may be appropriate for Australian sports and leisure centres. This model differs from an earlier one which proposed five CSQ dimensions based on applied r...