bluuebunny/crossref_metadata_2025 huggingface dataset:
Economic Design of a Moving Average Control Chart with Multiple Assignable Causes when Two Failures Occur
Authors: Chen Yun‐Shiow , Yu Fong‐Jung
Published: February 2011

The economic design of control charts has been researched for over four decades since Duncan proposed the concept in 1956. Few studies, however, have focused attention on the economic design of a moving average (MA) control chart. An MA control chart is more effective than the Shewhart chart in detecting small process shifts. This paper provides an economic model for determining the optimal parameters of an MA control chart with multiple assignable causes and two failures in the production process. These parameters consist of the sample size, the spread of the control limit and the sampling interval. A numerical example is shown and the sensititivy analysis shows that the magnitude of shift, rate of occurrence of assignable causes and increasing cost when the process is out of control have a more significant effect on the loss cost, meaning that one should more carefully estimate these values when conducting an economic analysis.
A Study of ISO9000 Implementation and Quality Management Practices in Hong Kong Construction Industry
Authors: Choi T.W. , Chin K.S.
Published: February 2011

Many studies reported that some organizations experience benefits of quality as well as the productivity due to the implementation of ISO9000. However, there are significant differences across countries, industries and organizations. This paper examines the current quality management practices in the Hong Kong construction industry under the ISO 9000 environment by a postal survey. It focuses on the success factors of ISO9000 implementation in the industry. The findings support the views othat changes in the organization are needed to realize the benefits brought by ISO9000.
Usability as a Hidden Dimension of Quality
Authors: Park Young‐Taek , Park Chae‐Heung
Published: February 2011

As the products which innovated usability have succeeded in the market, the usability of products is now considered as a new dimension of product design. This paper deals with the following questions: How has usability been embedded in the design and development of products? In the usability context, why have some breakthrough products succeeded commercially and others failed? What should be learned from the successes and the failures? For the purpose of discussing these questions, the photography industry was examined and the results were used as an illustration of the important points.
A Study on Quantification of Kano’s Quality Model
Authors: Yasuda Kentaro , Ootaki Assushi , Kainuma Yasutaka
Published: February 2011

This paper proposes a method for quantifying the types of quality elements proposed by Kano; namely: attractive quality, one‐dimensional quality, and must‐be quality. Kano’s classification of required quality has helped us improve our thinking in product development. However, his classification is conceptual rather than quantitative, and the conventional techniques of questionnaire and group interview cannot provide quantification of the relationship between the degree of customer satisfaction and the degree of sufficiency of required qualities. This paper describes how a quality element under Kano’s quality model can be expressed as a utility function, and describes an application to quality design of a cellular phone.
A Prototyping Framework of the Documentation Retrieval System for Enhancing Software Development Quality
Authors: Chang Wen‐Kui , Wang Tzu‐Po
Published: February 2011

This paper illustrates a prototyping framework of the documentation‐standards retrieval system via the data mining approach for enhancing software development quality. We first present an approach for designing a retrieval algorithm based on data mining, with the three basic technologies of machine learning, stastistics and database management, applied to this sytstem to speed up the searching time and increase the fitness. This approach derives from the observation that data mining can discover unsuspected relationships among elements in large databases. This observation suggests that data mining can be used to elicit new knowledge about the design of a subject system and that it can be applied to large legacy systems for efficiency. Finally, software development quality will be improved at the same time when the project managers retrieving for the documentation standards.
Construction of New Concept of Symmetric Coordinated Use of Both Hands
Authors: Donghua Wang
Published: February 2011

Based on the creative education theory, the study of the symmetric coordinated use of both hands is the application of both the quality education ideal and the understanding principles of the creative education to the training of using hands. In the light of relevant concepts of the “Domain” theory and the expertise of both the Chinese and foreign specialists in this field, this article discusses the relation between the tapping of mental creativity, scientific use of hands and the animation of the right hemisphere of the brain with the aim of constructing a new concept of the symmetric coordinated use of both hands.
A Learning Experience from ISTO Examination
Authors: Croft Nigel , Hyun Park Young
Published: February 2011

The revised ISO9000 family of standards represents a significant improvement on the 1994 version and, if implemented well within organizations, should facilitate the development of effective, process‐oriented Quality Management Systems. This paper describes how the International Standardized Testing Organization (ISTO) tests the understanding of ISO9000:2000, and presents an analysis of the results of the first examinations held in the UK, USA, Mexico and Hong Kong, in February and March 2001.
Knowledge‐enriched Process FMEA Model For Process Planning
Authors: Yu Zheng Lian , Sang Chin Kwai , Wei Li
Published: February 2011

Most process FMEA systems in the market simply fill out the worksheet/form, and can not effectively express, organize, and utilize process failure knowledge of production process during process planning. This paper proposes a knowledge‐enriched representation model for enhancing process FMEA in process planning. This model can effectively represent the process FMEA knowledge other than specific process failure instances or data. Furthermore, in order to effectively utilize the previous process FMEA knowledge, an algorithm is proposed to calculate the similarity among process failure problems based on “concept distance”. A knowledge‐enriched process FMEA tool has been developed by adopting Web technique so as to provide cooperative process FMEA services for process planner on the Internet or Intranet.
Integration of Design of Experiments into Quality Function Deployment
Authors: Sheng Jing , He Zhen , Shi Xing
Published: February 2011

Quality Functioni Deployment (QFD) is a useful planning process in new product development. It achieves the maximum custom satisfaction through translating Voice of the Customer (VOC) into voice of the engineer in the House of Quality (HOQ), and ensures the customer focus from house to house translation. In QFD, the relationship matrix and correlation matrix are important pars, which will influence the final priorities of the technical response. According to the traditional methods, these matrices are determined by the people’s experience and filled with ordinal numbers. It would inevitably result in inaccuracy and curtness. Design of Experiments (DOE) is employed to determine the effect of variables on the process. In this paper, the author puts forward the idea of integrating DOE into the process of QFD. This integration helps to produce scientific decision and robust product design. A famework on QFD/DOE is presented and explanations are also made.
Application of TRIZ to Inventory Management
Authors: Kim Seong‐Dae , Park Young‐Taek
Published: February 2011

Since there are fundamental contradictions in difficult engineering problems, most solutions have been trade‐offs between conflicting requirements. In those cases, an improvement of a system parameter causes deterioration of another parameter in the system. TRIZ, a structured method for creative problem solving, is used to obtain breakthrough solutions resolving or eliminating the contradictions. In this paper, it is examined that the engineering‐based TRIZ approach can be successfully used in inventory management. The result shows that there is good chance of applying TRIZ to managerial problems.
Quality Management based on ERP
Authors: Sun Jing
Published: February 2011

Many enterprises didn’t ask to involve the module of Quality Management in ERP system, even an enterprise having implemented ERP successfully thought about to implement Quality Information System (QIS) again. A lot of quality information provided by ERP system is wasting. The key of resolving this problem is Quality Process Reengineering based on the modern quality management customer‐oriented and process‐oriented. But at first, quality functions, not only during the conentional manufacturing process but also purchasing and sales & distribution process, must be identified. Then relationship between quality management and these processes will be made clear.
A Multivariate Discriminator for Process Drift
Authors: Liu Yumin , Xu Jichao , Akpolat Hasan
Published: February 2011

Multivariate Exponentially Weighted Moving Average (MEWMA) chart is a control chart under multivariate process based on the idea of EWMA that rapidly detects small dispersion with a trend. the MEWMA chart was first time discussed by Woodall. However, in his study the correlativity among the multivariate was not considered for the selection of the constant of the diagonal matrix (the smooth parameter λ). In this paper, the EWMA chart with a generalized smooth parameter matrix has been discussed which is believed to have a better fitness for practical production processes than Woodall’s approach.
A Process Model for Deciding Elderly Care
Authors: Suzuki Tomomichi , Imai Takayuki , Yaezawa Toru , Wakasugi Tadahiro , Iizuka Yoshinori , Ojima Yoshikazu
Published: February 2011

Care to an older person is provided based on the care plan that was made by a care manager. Therefore, to improve the quality of elderly care, the quality of the care plan must first be improved. Care managers make care plans considering the physical and mental attributes of the elderly. But, as matters stand, these plans are based on the experience of care managers. Therefore, a framework that can support making appropriate care plans is called for. In order to m ake appropriate care plans, it is neccessary to clarify the relation between the attributes of the elderly and the care that should be provided. In this paper, data from a large‐scale investigation of the actual elderly care are analyzed and a process model for deciding the care is proposed. The model provides the necessary basis for what factors must be considered and how the care should be determined.
Selecting Six Sigma Projects
Authors: Adpolat Hasan , Xu Jichao
Published: February 2011

The quality improvement methodology Six Sigma gained enormous international popularity in the past few years, mainly due to its successful implementation at General Electric. Six Sigma is now commonly understood not only as a statistical measure for process performance (6σ stands for 3.4 defects per million opportunities) to improve product quality but it has also become a strategic initiative undertaken by many organisations to improve management quality. In the centre of the Six Sigma methodology is the improvement project, often referred to as Black Belt or Green Belt project. Although every business is different and business priorities differ from company to company, however all businesses face the same problem when it comes to Six Sigma projects: How to choose the right project? This article intends to provide some answers to this and other frequently asked questions about Six Sigma proejcts.
A Hybrid QFD Framework for New Product Development
Authors: Tsai Y.C. , Chin K.S. , Yang J.B.
Published: February 2011

Nowadays, new product development (NPD) is one of the most crucial factors for business success. The manufacturing firms cannot afford the resources in the long development cycle and the costly redesigns. Good product planning is crucial to ensure the success of NPD, while the Quality Function deployment (QFD) is an effective tool to help the decision makers to determine appropriate product specifications in the product planning stage. Traditionally, in the QFD, the product specifications are determined by a rather sujective evaluation, which is based on the knowledge and experience of the decision makers. In this paper, the traditional QFD methodology is firstly reviewed. An improved Hybrid Quality Function Deployment (HEFD) is then presented to tackle the shortcomings of traditional QFD methodologies in determining the engineering characteristics. A structured questionnaire to collect and analyze the customer requirements, a methodology to establish a QFD record based and effective case retrieval, and a model to more objectively determine the target values of engineering characteristics are also described.
A Comparison of Consumer Behaviors in China and Taiwan
Authors: Yang Ching‐Chow
Published: February 2011

The purpose of this research is mainly to make an analysis and comparison of the purchasing behaviors of consumers in Mainland china and Taiwan. We precede this research with a questionnaire survey. In Mainland China, we targeted consumers of 10 department stores of the Parkson Plaza Co., Ltd. that are located in 10 different cities in Taiwan, we selected 3 department stores of the Far Eastern Department Stores in 3 cites. The results of this analysis indicate the importance of quality attributes to the consumers for both Mainland China and Taiwan, albeit with some differentiations. The consumers in China are more focused on the merchandise for example as well as imitation, quality and price. Contrarily, the consumers in Taiwan are more attentive to service quality and parking issues. On the level of evaluation of satisfaction, the differences are not so obvious for both sides. For example, the quality attributes of “No imitation products” and “Friendly servers” are ranked as the most satisfactory items for both sides. Generally speaking, the service quality of Taiwan’s department stores is very outstanding. There are also some differences in the areas of lesser satisfaction between consumers of China and Taiwan. The consumers in China identified the quality attribute “the designs of merchandising, display and the usage of each floor” as the most dissatisfactory item, while the performance on this quality attribute is well accepted by the consumers of Taiwan’s department stores. Another contradiction is that Taiwan’s consumers are more concerned about “Parking”; this quality attribute obtained much less attention from the consumers in Mainland China. From the analysis of determinants that will have impacts on the willingness of customers to buy again, we found that the viewpoints of consumers from both sides are quite similar. The two main factors are “quality of merchandise” and “the price of merchandise”; this is less important to the consumers in Taiwan. We may conclude from the importance and satisfaction level of the quality attributes and determinants for return customers that differences are caused mainly by the different management of the department stores and the different living circumstances of people across the straights.
East Meets West: A Critical Analysis on The Evolution, Growth and Transfer of QFD from Japan to The West
Authors: Zairi Mohamed , Ginn David
Published: February 2011

This paper describes the origins, evolution of Quality Function Deployment and its transfer to the West. Following a comprehensive review of the literature and how QFD has been defined, and applied, the paper analyses the critical factors which impinge on QFD implementation success. A discussion which covers the enabling criteria found to be inherent in Japanese application is contrasted with the Western approaches documented hitherto. In partiuclar the Company Wide Quality Control (CWQC) approach in Japan versus the emerging concept of Total Quality Management and their impact on QFD implementation. A critical analysis of the main differences isolated from the review of the literature and which characterise the Japanes method of QFD impelementation which is leading, and the Western approaches which appear to be lagging is included in the paper, together with some useful conclusions.
Data Technology and Knowledge‐based Six Sigma
Authors: Park Sung H.
Published: February 2011

A new term Data Technology (DT) is defined, and its roles in modern technology are explained. Next, knowledge‐based Six Sigma (KBSS) is proposed, and how the methodologies how it can be implemented in industry are suggested. Also the relationship between DT and KBSS is commented.
Exploration and Development of SERVQUAL
Authors: Kim Yong‐Pil , Kim Kye‐Wan , Yun Deok‐Gyun
Published: February 2011

The gap‐based SERVQUAL model is a popular service quality determinant due to its superior diagnostic capacity over alternative explanatory frameworks. However, some researchers criticize the performance of the SERVQUAL model and propose alternative service quality measurement constructs. Nevertheless, it is argued that the superior diagnostic capacity of SERVQUAL is its key strength; and that any criticism made of it when making comparison with alternative models does not reflect the differing nature of scales of statistical analysis. Arguably, the only limitation of a gap‐based model is misinterpretation of customers’ evaluation and perception of a service. In this research, the gap score is transformed into a ratio score. Also, empirical tests and implications are presented to support this alternative contribution to the body of knowledge.
Determinants of Green Practices in the Petrochemical Sector: An Empirical Study
Authors: Pun Kit‐Fai , Lau M.J.
Published: February 2011

This paper discusses the determinants of green practices and incorporates some empirical findings from a recent study in the petrochemical sector in the Republic of Trinidad and Tobago. The study was comprised of a survey and follow‐up interviews with senior executives who participanted in the survey. Of fourteen companies involved, the findings affirmed that the investigation of accidents, provision of an emergency response, employee training, decreasing the production of wastes, and pre‐treating wastes before disposal should be stressed. Government requirement, the economic reasons and public pressures were the driving forces of green practices. The five most important determinants identified include performance evaluation, financial justification, impacts on company, management leadership and operations integration. Implementing environmental management systems as a feasible approach to green practices in the petrochemical sector was explored. The findings provide guidance that helps organisations to accommodate the determinants of green practices into achieving sustainable environmental goals.
An Improvement on Target Costing Technique
Authors: Wu Hsin‐Hung
Published: February 2011

The target costing technique, mathematically discussed by Sauers, only uses the Cp index along with Taguchi loss function and X‐R control charts to setup goal control limits. The new specification limits derived from Taguchi loss function is linked through the Cp value to X‐R control charts to obtain goal control limits. Studies have shown that the point estimator of the Cp index, Ĉp, could vary from time to time due to the sampling error. The suggested approach is to use confidence intervals, especially the lower confidence intervals, to replace the point estimator. Therefore, an improvement on target costing technique is presented by applying the lower confidence interval of the Ĉp index and using both Taguchi and Spiring’s loss functions together with X‐R charts to make this technique more robust in practice. An example is also provided to illustrate how the improved target costing technique works.
A method of selecting an active factor and its robustness against correlation in the data
Authors: Yamada Shu , Harashima Jun
Published: February 2011

A reducing variation of quality characteristics is a typical example of quality improvement. In such a case, we treat the quality characteristic, as a response variable and need to find active factors affecting the response from many candidate factors since reducing the variation of the response will be achieved by reducing variation of the active factors. In this paper, we first derive a method of selecting an active factor by linear regression. It is well known that correlation between factors deteriorates the precision of estimators. We, therefore, examine robustness of the selecting method against the correlation in the data set and derive an evaluation method of the deterioration brought by the correlation. Furthermore, some examples of selecting and evaluation methods are shown to demonstrate practical usage of the methods.
Understanding and Modelling Brand Equity
Authors: Martensen Anne , Grønholdt Lars
Published: February 2011

The most successful companies today are said to have strong brands. But what is a strong brand? What makes a brand strong? How do we build a strong brand? This paper develops a customer‐based brand equity model to help address these important questions. The developed model is a cause‐and‐effect model linking customer‐brand relationships to rational and emotional brand associations, as well as rational and emotional brand evaluations. The customer‐brand relationships are characterized by loyalty, based on both behaviour and attitude. As branding is a very complex concept, it is important to determine which of the many branding elements should be included in the model. This paper discusses why a given aspect is important for a brand’s equity and which relations exist between the included variables from a theoretical perspective. The model provides insight into the creation of a brand’s equity and can thus be used in the brand management process to achieve brand excellence.
Product Service Systems and supply network relationships: an exploratory case study
Authors: Lockett Helen , Johnson Mark , Evans Steve , Bastl Marko
Published: February 2011

Purpose

In recent years there has been increasing interest in Product Service Systems (PSSs) as a business model for selling integrated product and service offerings. To date, there has been extensive research into the benefits of PSS to manufacturers and their customers, but there has been limited research into the effect of PSS on the upstream supply chain. This paper seeks to address this gap in the research.

Design/methodology/approach

The research uses case‐based research which is appropriate for exploratory research of this type. In‐depth interviews were conducted with key personnel in a focal firm and two members of its supply chain, and the results were analysed to identify emergent themes.

Findings

The research has identified differences in supplier behaviour dependent on their role in PSS delivery and their relationship with the PSS provider. In particular, it suggests that for a successful partnership it is important to align the objectives between PSS provider and suppliers.

Originality/value

This research provides a detailed investigation into a PSS supply chain and highlights the complexity of roles and relationships among the organizations within it. It will be of value to other PSS researchers and organizations transitioning to the delivery of PSS.
Information dependencies within product architecture: prospects of complexity reduction
Authors: Shamsuzzoha A.H.M. , Helo Petri T.
Published: February 2011

Purpose

The purpose of this paper is to help organizational managers to keep track of the information management needed not only for product design and development but also to track between different organizational levels.

Design/methodology/approach

The research objectives are achieved through implementing the concept in a case company, where various measures of information management are taken into consideration. This empirical study is conducted with a view to formulating and validating the information flow among product development (PD) participants.

Findings

The strategic management of information exchange transforms the nature of competition through reducing complexities in product design and bringing flexibility into the production process. This achievement could orientate firms towards rapid and continuous growth of their PD strategies, which are essential for survival in a global business environment.

Research limitations/implications

This research was conducted through a single case study approach, which limits its scope for generalizing the concept. It would be more authentic if the approach was validated over multiple case studies.

Practical implications

Managing the information flow among PD participants has been considered to be an important issue in today's competitive business environment. It helps to formulate the design architecture, both at the product and organizational level.

Originality/value

The strategic management of information exchange transforms the structure of product architecture, which helps to reduce the complexities in product design and bring flexibility into the production process. The presented approach shows the intrinsic relationships between firms' resources and customers' requirements, which could help product developers to improve their production flexibility, overcome bottlenecks and achieve product customization.
Linking flexibility and entrepreneurship to the performances of SMEs in export markets
Authors: Rundh Bo
Published: February 2011

Purpose

The main purpose of this paper is to explore how small and medium‐sized firms (SMEs) are meeting market needs in their export marketing strategy (EMS).

Design/methodology/approach

A combination of research methods were adopted including expert interviews and a survey among 212 SME exporting firms in the manufacturing industry.

Findings

The study offers insight into how exporting firms need to consider different market aspects in their EMS. It confirms the importance of product quality and the significance of flexibility in relation to local export markets. The study highlights a need for service to the market, in addition to a need for fulfilling service requirements when the firm is established in the local market.

Research limitations/implications

The research is limited to SMEs in the manufacturing industry.

Originality/value

The paper contributes to the interface between marketing and entrepreneurship in an international context. The managerial implications emphasize the importance of flexibility in the international market entry.
Measuring the probability of innovation in technology‐based companies
Authors: Lotti Oliva Fábio , Cecília Sobral Maria , Aparecido dos Santos Silvio , Isnard Ribeiro de Almeida Martinho , Cláudio de Hildebrand e Grisi Celso
Published: February 2011

Purpose

The purpose of this paper is to assess the level of innovation of products, processes and services in technology‐based incubated companies.

Design/methodology/approach

On the basis of this review, the stages of development of companies incubated in the Incubating Center for Technological Companies São Paulo, Brazil, were analyzed and through the integration of three different statistical techniques (factorial analysis, cluster analysis and logistic regression), a basis for analyses and considerations was obtained: the companies studied were segregated into clusters according to each one's stage of innovation.

Findings

A statistical model was estimated to calculate the probability of innovation of the companies – a methodological tool for evaluating the actual presence of innovation in technology‐based companies installed in incubators.

Research limitations/implications

Owing to the nature of the sample chosen, the results might not be generalized to broader or international contexts.

Practical implications

The estimated model should contribute as an analytical tool to incubators in evaluating the probability of innovation in technology‐based incubated companies.

Social implications

With the use of this analytical model, incubators should be more capable of developing strategies to stimulate innovation.

Originality/value

This paper reviews widely the contributions of authors concerning factors of innovation in order to present a model drawn from three different multivariate analyses. Furthermore, the theme of innovation assessment in technology‐based incubators has few contributions.
Measuring agility as a performance outcome
Authors: Yauch Charlene A.
Published: February 2011

Purpose

The purpose of this research was to construct a quantitative, objective metric for agility performance that assesses agility as a performance outcome, capturing both organizational success and environmental turbulence, and applicable to manufacturing organizations of all types.

Design/methodology/approach

The agility performance metric was developed by creating a theoretical model and then operationalizing the model through literature review, case studies, and pilot survey data. It was subsequently refined, based on input from an expert panel and survey responses.

Findings

The agility performance metric is demonstrated using data from four manufacturing plants, which represent the four possible combinations of success and turbulence.

Research limitations/implications

The agility metric developed is consistent with the theoretical model, as well as empirical evidence from the demonstration companies. Further validation of the metric is necessary to fully establish this approach as a valid and reliable assessment tool.

Practical implications

This approach could be used by manufacturing managers to get a “snapshot” of an organization's agility performance level and to systematically consider the influence of environmental entities.

Originality/value

Consideration of agility as a performance outcome, rather than a structural or operational characteristic is a novel approach. The resulting quantitative performance index, which closely matches the theoretical definition of agility, is applicable to any type of manufacturing organization, can be used to make direct comparisons between manufacturers in different industries, and will automatically be updated over time as success is relative to industry medians.
Perception of social justice implication in brain drain management in Iranian educational institutions
Authors: Salmani Davood , Taleghani Gholamreza , Taatian Ali
Published: February 2011

Purpose

The purpose of this paper is to study brain drain as a social problem and elaborate a five‐dimensional social justice model as the main cause of brain drain. The paper explores the effects of distributional justice, emotional justice, procedural justice, transactional justice, and informational justice on brain drain intention.

Design/methodology/approach

The method of research is survey method. This research is functional in terms of target and is descriptive. Moreover, the research is a field study from the information gathering perspective; and from the aspect of relationship between variables, it has casual type.

Findings

The results of this study demonstrate that justice is a critical issue among the scientific elites of Iranian society. This study demonstrates the existence of a negative relationship between social justice and intention to emigrate (brain drain) in Iran.

Research limitations/implications

Despite the lack of precise statistical information in this area, the paper seeks to critically analyze the brain drain phenomenon in Iran. The use of questionnaire meant that more in‐depth analysis was not possible to obtain.

Practical implications

It is important to prevent elite emigration, particularly since elites represent vital cultural, social, and economic capital. In relation to informational justice, which is not likely to act as a single cause of brain drain but acts in concert with other factors, it should be recalled that communication plays a vital role.

Originality/value

Surprisingly, no empirical research has yet been done in Iran to examine possible relationship between occurrence and/or the rate of the talent flow and social justice.
Career success of Arab women managers: an empirical study in Lebanon
Authors: Tlaiss Hayfaa , Kauser Saleema
Published: February 2011

Purpose

The purpose of this paper is to explore how women managers in Lebanon account for their career satisfaction and construct their career success.

Design/methodology/approach

A review of literature along with a survey‐based quantitative approach is adopted for understanding the perception of the Lebanese Arab women to their career success. The questionnaire was administered to women participants in managerial and executive roles in different occupational sectors.

Findings

The findings suggest that despite the glass ceiling that the Lebanese women managers face, they perceived themselves as successful. However, their success was mainly attributed to their satisfaction with the subjective rather than the objective aspects of their careers.

Originality/value

The value of this paper is three‐fold. First, and in view of the Western focus of similar research, this study contributes to the understudied area of research of women managers and their careers in the Arab Middle East. Second, through empirical research stemming from Lebanon, this paper confirms the salience of the glass ceiling in the non‐traditional Middle Eastern research locale. Third, it challenges the widespread notion that the subjective and the objective dimensions of career success are correlated. Although the findings cannot be generalized to the entire Middle‐Eastern Arab region, they demonstrate important differences in the concept of self‐perceived subjective and objective career success.
Analysing the preferred characteristics of frontline employees dealing with customer complaints
Authors: Gruber Thorsten , Abosag Ibrahim , Reppel Alexander E. , Szmigin Isabelle
Published: February 2011

Purpose

This paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research aims to investigate whether the same phenomenon holds true for attributes of service employees.

Design/methodology/approach

Data were collected using Kano questionnaires from 272 respondents with complaining experience in the UK and Saudi Arabia, these being two countries at different stages of service sector development.

Findings

The analysis of the Kano questionnaires for the UK reveals that complaining customers take the contact employee's ability to listen carefully for granted. The Kano results for Saudi Arabia clearly indicate that complaining customers are (still) easier to delight than their UK counterparts.

Research limitations/implications

Even though the study has a sample size similar to several existing Kano studies, future research studies could still use larger probability samples that represent the broader (complaining) consumer population in the selected countries.

Practical implications

If companies know what complaining customers expect, frontline employees may be trained to adapt their behaviour to their customers' underlying expectations. For this purpose, the paper gives several suggestions to managers to improve active complaint handling and management.

Originality/value

The study adds to the understanding of effective complaint handling. The findings are the first to show that employee factors that are performance factors in a highly developed service economy can still delight customers in a less developed service economy.
Using service gaps to classify quality attributes
Authors: Mal Kong Sia , Muthusamy Kanesan
Published: February 2011

Purpose

This paper aims to explore the relationship between the students' perceptions of service performance and the service gaps. The main objective is to investigate whether the relationship can be used for the mapping of quality attributes into four service quality factors.

Design/methodology/approach

Using a 37‐item questionnaire developed from Grönroos' Perceived Service Quality model, a survey was carried out to collect primary data to measure the students' perceptions of service quality in a local private higher education institution. Service gaps were computed from the differences between students' perceptions of the services they received and their expectations of the same services. The perception scores were plotted vertically and the service gaps plotted horizontally on a graph with the overall mean perception score as the horizontal axis and the overall mean service gap as the vertical axis.

Findings

It appears that the relationship can be used to map the quality attributes into four quality factors, namely satisfier, critical, dissatisfier, and neutral, consistent with the model developed by Johnston and Heineke.

Originality/value

This is an alternative method to classify quality attributes using the service gaps data obtained from customer satisfaction surveys through the SERVQUAL instrument or modified versions. Together with the expectation‐service gap grid, both can be used for identifying service shortfalls and prioritisation of service improvement.
A new Kano's evaluation sheet
Authors: Lee Yu‐Cheng , Lin Shao‐Bin , Wang Ya‐Li
Published: February 2011

Purpose

Kano's model is extensively applied in industry and by researchers. However, the model has a shortcoming in that enterprises cannot use it to evaluate the influences of quality attributes on product precisely; the lack of consideration of the different attribute strengths among 25 possible outcomes affects judgment of the categories in Kano's evaluation sheet. The aim of this study is to measure the quality attribute strength of 25 possible outcomes in the evaluation sheet to develop a new Kano's evaluation sheet to improve the accuracy of the classification of the quality attributes.

Design/methodology/approach

This study develops a new Kano's evaluation sheet, and defines the canonical and non‐canonical judgment of the evaluation sheet based on a novel “similarity” calculation which calculates the response frequency and the distance between canonical judgment and non‐canonical judgment.

Findings

Quality attribute strength is probed and compared with the traditional Kano's evaluation sheet. The new Kano's evaluation sheet is more practical because it supports a precise judgment of the category of quality attributes. Empirical results also demonstrate that the new Kano's evaluation sheet is practical.

Originality/value

The new evaluation sheet presents not only a different logic of classification and statistical method for analyzing quality attributes, but also reviewed judgments of the category of quality attributes from Kano's traditional evaluation sheet.
A service quality map based on Kano's theory of attractive quality
Authors: Erto Pasquale , Vanacore Amalia , Staiano Michele
Published: February 2011

Purpose

This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach aims at exploiting contacts with service made by “mystery guests” rather than traditional surveys on customer opinions.

Design/methodology/approach

A specific probabilistic model of the process of serving quality is the adopted basic tool. Multiple comparison tests aimed at controlling the service quality are the core of the proposed decision approach. In order to collect the needed sampling data, a few mystery guests who experience many customer‐service contacts are employed.

Findings

A quantitative decision methodology which both allows one to evaluate the actual service quality level and provides, via comparison tests, a tool to highlight the weak and strong points of the service delivery process.

Originality/value

The proposed quality map is an original graphical tool, which enables one to pin‐point strengths and failings in service quality, prioritize corrective actions and recognize improvements, if any. The operative value of the whole methodology is tested through a real application to the hotel service industry.
Employability, skills and talent management in Zhejiang Province
Authors: Zhu Xiaoxian , Iles Paul , Shutt John
Published: February 2011

Purpose

The purpose of this paper is to report on a three‐year PMI2 project for the British Council in 2008, one of seven to develop and strengthen partnerships with Chinese institutions in employability and entrepreneurship. Involving a partnership between Leeds Metropolitan University England and the Zhejiang University of Technology Hangzhou, China, the aim has been to analyse the Hangzhou and Zhejiang economies and examine current Chinese company requirements for skills and talent and their implications for teaching and learning and graduate supply. This was intended to strengthen the existing partnerships at a civic level between Leeds and Hangzhou and the successful MA in Trade and Finance run by the two universities.

Design/methodology/approach

The paper draws on preliminary interview studies in China of Hangzhou companies in different industrial sectors to analyse the skill and talent needs of such companies, their demands for graduate talent in particular and their views about the adequacy of the supply of that talent from local and national universities.

Findings

The paper clarifies the relationship between talent demand and supply in China, especially with regard to graduate talent, and presents an original analysis of the skill needs of the Hangzhou economy.

Originality/value

The paper suggests ways in which universities in Zhejiang and China generally could strengthen their engagement with businesses over talent demand and supply, and how they could develop courses and programmes that more effectively bridge the gap between universities and businesses.
Employability and entrepreneurship embedded in professional placements in the business curriculum
Authors: Procter Chris
Published: February 2011

Purpose

The purpose of this paper is to explain how employability and entrepreneurship embedded in the practice of professional placements in a large UK Business School, grounded in literature and research concerning the relationship between professional experience and employability. It explores possible further developments of this practice into student entrepreneurship.

Design/methodology/approach

The paper outlines the relevant literature and then describes the operation of the scheme in practice. It identifies relevant problems and discusses opportunities for both development and research.

Findings

Professional experience is of immense value to both students and the organisations that host them. Despite reluctance on the part of some of these two key stakeholders, it has the potential for further expansion in terms of number of students on placement, their location, their experience and integrating placements with entrepreneurship education.

Practical implications

Organisations may see the benefit of employing students on one year or shorter contracts. Universities not currently offering professional placements within the curriculum to their students may wish to adopt best practice and those that are already involved may wish to consider the optional/compulsory element of the placement experience in order to address the reticence of many students to secure this experience. The paper suggests solutions to the well‐established question “Can entrepreneurship be taught?” by investigating the idea of Enterprise Placements.

Originality/value

The paper helps to explain, in a practical way, the opportunities and problems associated with the implementation of a placement scheme in the context of relevant literature.
In search of the entrepreneurial spirit in China
Authors: Jiwei Shi Jenny , Sewell Peter John
Published: February 2011

Purpose

The purpose of this paper is to present research into approaches to employability and entrepreneurship education at two universities: one British (The University of Central Lancashire “UCLan”) and one Chinese (Shanghai Institute of Foreign Trade “SIFT”). It explores the similarities and differences in an approach to employability and entrepreneurship education and illustrates best practice.

Design/methodology/approach

A combination of questionnaires, observations and statistical comparisons are taken from a PMI2 exchange project (Second Prime Minister's Initiative for International Education) funded by the British Council.

Findings

Fundamentally different philosophies in the two countries lead to different models and approaches. Examples of best practices in employability and entrepreneurship education in a global context are highlighted. Models of employability are discussed and the challenges, opportunities and possibilities of future work are also presented.

Practical implications

The paper will be of value to teachers and researchers forging links between universities in the UK and China, in particular those that wish to support and encourage employability and entrepreneurship within their curricula.

Originality/value

The paper helps to clarify the similarities and differences in approach to employability and entrepreneurship education in the UK and China and offers suggestions for enhancing the success of such collaborations.
Family venture fund for future generations' entrepreneurial education
Authors: Lu Wu , Wang Luzhuang
Published: February 2011

Purpose

The purpose of this paper is to analyze the feasibility and challenges of one open training model in family‐owned companies' offspring education, regarded as CHINT's prodigal fund.

Design/methodology/approach

The paper is currently confined to literature and case study on CHINT's prodigal fund and is primarily based on the documents analysis and interviews with the members from the board of supervisors and the board of directors.

Findings

The relationship between the performance of venture capital fund and the succession was analyzed. It is found that the two main reasons affecting the development of prodigal fund are the unsystematically organization of fund development and the lack of diligence. Finally, to attract and motivate the use of family venture funds and to establish a sound governance mechanism will be the two chief areas to promote the development of family funds.

Originality/value

It is the first attempt to analyze and summarize this creative practice in succession – family venture fund. The case study provides a valuable perspective on educating the entrepreneurial spirit of innovation and exploration.
Exploring organizational change best practice: are there any clear‐cut models and definitions?
Authors: Hallencreutz Jacob , Turner Dawn‐Marie
Published: February 2011

Purpose

The purpose of this paper is to explore whether there are some existing widespread and common models and definitions for organizational change best practice in the literature.

Design/methodology/approach

This paper builds on previous research to define a model of evidence‐based change management base practice. A structured literature review is used to search for contemporary models and definitions of organizational change best practice.

Findings

No consistent definitions of organizational change best practice are to be found in the literature.

Originality/value

The paper provides a snapshot of the current literature on organizational change best practice. Implications of the findings on organizational change best practice are discussed and further research suggested.