bluuebunny/crossref_metadata_2025 huggingface dataset:
Effects of partitioned country image in the context of brand image and familiarity
Authors: Lee Dongdae , Ganesh Gopala
Published: July 2002

This article examines the effects of brand image country image and familiarity with both brand and country on consumer evaluation of binational brands. Specifically two sub‐constructs of country image: overall image and product specific image and three different types of familiarity: product familiarity brand familiarity and country familiarity are identified and utilized. Hypotheses based on categorization theory are developed and tested using a mail survey of a random sample of US households. The study shows that product specific image plays a mediating role between overall country image and consumer evaluation. With product and brand familiarity moderate familiarity consumers utilize country‐of‐origin information less than low or high familiarity consumers. Likewise with country familiarity low familiarity consumers rely more on country‐of‐origin information than high familiarity consumers.
A five‐country study of national identity
Authors: Keillor Bruce D. , Tomas M. Hult G.
Published: July 2002

A number of studies in the international marketing literature have focused on the identification and discussion of differences across nations and cultures. Unfortunately, the majority of these investigations focus on existing differences without addressing which of these differences have the potential to substantially affect international operations or how to make comparisons within a framework which allows some measure of flexibility across nations and cultures. The objectives of this study were twofold: (1) to develop and measure the national identify of several different cultures in order to establish a means by which similarities and differences can be placed into a practically applicable context for international marketing decision making; and (2) to establish initial generalizable national identity norms for making broad cross‐cultural/cross‐national comparisons. The results based on a five‐country sample (i.e. the USA, Mexico, Japan, Sweden and Hong Kong) show that, within the theoretical framework of national identity it is possible to identify such differences. Implications for both academic research as well as managerial decision making in an international marketing context are presented.
Case study
Authors: Robson Matthew J. , Dunk Mark A.J.
Published: July 2002

Over the past 15 years, firms have entered increasingly into international strategic alliances, often with a partner firm in the same business in order to accelerate market growth. However, limited empirical attention has been devoted to this alternative means of organizing international marketing strategy. The purpose of this case study of the pan‐European BP‐Mobil collaboration is to provide readers interested in international co‐marketing alliances with insights into organizational problems and likely success impediments germane to these business entities. In this context, the extent to which the singular BP‐Mobil experience complies with criteria underpinned by the two important perspectives on the effectiveness of these phenomena, namely, symbiotic marketing and inter‐organizational exchange behavior, is examined. With BP‐Mobil already showing strong signs of success, certain important lessons can be learned by business practitioners.
Global marketing of leisure software: a case study of Asian countries
Authors: Dixon Gordon , Karboulonis Peter
Published: July 2002

Addresses issues of innovation in the global marketing of leisure industry software products. A strong marketing base is identified as being essential but identifying such a base can be complicated due to changes in demographic and social structures, particularly those taking place in Asia. Explores ways of establishing and devising strategies to become a global leisure software publisher. Interactive entertainment companies have experienced particularly rapid growth cycles with success being achieved through portfolios of strong titles and aggressive marketing.
National culture and preference for alternate accounting controls USA vs Mexico
Authors: Garcia‐Sordo Juan B. , Wong Baren Adrian
Published: July 2002

Investigates how differences in national culture affect the effectiveness of alternate accounting controls. This topic is becoming increasingly important as the trend towards global competition continues. The formation of the European Union, removal of trade barriers between the USA and Canada and Mexico, and the increasing global presence of firms from the Far East have raised important and related issues for US businesses. Addressing these issues is important because US firms have experienced a steady erosion in their ability to compete globally, and because this situation has been attributed, at least in part, to US firms’ suboptimal control system, of which accounting controls are a major component.
Building generalizable SME international marketing models using case studies
Authors: Merrilees Bill , Tiessen James H.
Published: July 2002

Builds a relevant model(s) of SME international marketing given the lack of well‐accepted theories to date. Twelve case study firms were analysed using a semi‐structured survey protocol. Five of the cases are described in depth in the text and summaries are given of the other seven. Four features including niche market power and control over client and agent selection are used to define the two models that emerged from our study: a sales‐driven model and a relationship‐driven model. Four firms were attributed to the sales‐driven model, including firms that have been exporting for a long time. The paper breaks new ground by attempting to develop holistic models of SME international marketing, but importantly in a way that is firmly grounded in the operations, decisions and behaviour of real‐world SMEs.
Strategic consequences of retail acquisition: IKEA and Habitat
Authors: Warnaby Gary
Published: July 2002

Takes an historical perspective, considering the events leading to the sale of Habitat by the Storehouse group to the Swedish furniture retailer IKEA in October 1992. Focuses on the strategic issues involved in the acquisition of an international retailer by a retail organisation that is truly global in its operation. Describes the development of both retailers (with particular emphasis on their international development) and a description of the terms of the sale. Areas for further discussion and analysis arising from the case can include: the future development of Habitat within the global strategic framework laid down by IKEA; analysis of the motives of Storehouse in disposing of Habitat, including the future development of a smaller Storehouse; and issues relating to market segmentation and positioning, with specific reference to retail brands.
Determinants of SME owners’ satisfaction with their banking relationships: a Canadian study
Authors: Madill Judith J. , Feeney Lisa , Riding Alan , Haines George H.
Published: July 2002

The primary goal of this empirical research study is to identify key drivers of SME satisfaction related to a variety of aspects of the bank/SME relationship. The research uses data from 3,190 interviews with key informants – identified as the person who is most responsible for financial and banking decisions – in Canadian SMEs. Research focused on how SME overall satisfaction is affected by the account manager’s management of the bank/SME relationship, the branch staff’s management of the bank/SME relationship and the bank’s policies and procedures regarding bank/SME relationships. All three drivers were significantly and strongly related to SME satisfaction with the bank with which they had their primary relationship.
Consumer attitude and the usage and adoption of home‐based banking in the United Kingdom
Authors: Howcroft Barry , Hamilton Robert , Hewer Paul
Published: July 2002

This paper seeks to develop our understanding of consumer attitudes towards bank delivery channels. Accordingly, a questionnaire was designed to obtain information about which delivery channels consumers had used when acquiring four types of financial service. This information was then contrasted with data on how these consumers would acquire the same services if they had to purchase them again at some time in the future. The questionnaire also obtained information about the factors which consumers believed to be important in encouraging and discouraging the adoption of home‐based banking. In concluding, the paper discusses and assesses some of the strategic implications of the study’s findings for financial service providers.
Perceived Attributes of ATMs and Their Marketing Implications
Authors: Rugimbana Robert , Iversen Philip
Published: July 2002

Most retail banking research has explored ATM usage entirely from the
viewpoint of consumers′ demographics. Examines ATM usage patterns on
the basis of consumers′ perceptions of the attributes of this
innovation. Seeks to determine the association between consumer ATM
usage patterns and their perceptions of ATM attributes by identifying
those variables which distinguish users and non‐users. The results based
on a survey of 630 retail banking consumers from two separate Australian
banking institutions – a bank and a credit union – suggest that ATM users
from both institutions differed quite significantly from non‐users in
their perceptions of at least three ATM attributes; convenience,
reliability, and suitability. Furthermore, the results indicate that
most users perceive ATMs as mere cash dispensers. Successful marketing
strategies must focus on the most important attributes of ATMs as well
as identify different user groups and develop strategies to maximize
their patronage.
Environmental risk and management strategy
Authors: Coulson Andrea B. , Dixon Rob
Published: July 2002

The pressures to include specific environmental considerations
within corporate strategy are increasing. While clear evidence exists of
“green” issues entering the financial agenda, the full
consequences have yet to filter through into an impact on strategy.
Examines both the legislative pressure and pressure from financial
markets for companies to adopt an environmental risk strategy.
Categorizes the pressures from financial markets into two groups:
lenders and equity investors, and uses case evidence to illustrate
current management issues. A guide to establishing an environmental
management system is defined as a tool to complement the development of
an environmental risk strategy.
Mortgage‐pricing determinants
Authors: Meidan Arthur , Chin Alan C.
Published: July 2002

Presents the results of an empirical study that investigates
comparatively the mortgage‐pricing determinants of national, regional
and local building societies. Considers and discusses the importance of
the three main generic strategies (focus, differentiation and cost
leadership) and building societies′ main pricing objectives –
profit margins, market share, and mutuality. The findings suggest that
building societies′ mortgage pricing is influenced primarily by internal
industry determinants – such as “costs” and
“competitors′ prices” – and to a lesser extent by
market‐related factors (customers′ perception of value and elasticity of
demand). A large majority of building societies view profit margins,
rather than market share, as their primary pricing objective. In order
to facilitate this pricing objective, societies select strategies that
match their size and market characteristics. Local building societies
employ primarily a focus strategy, while national and regional building
societies aim at achieving their profit margins mainly through
differentiation and cost leadership strategies.
Factors that determine the corporate image of South African banking
institutions
Authors: Van Heerden Cornelius H. , Puth Gustav
Published: July 2002

The view that a visually appealing corporate identity is the most
important contributor to a good corporate image is a myth. The process
of corporate image formation is regulated by the corporate personality
which consists of three groups of elements: conscious behavioural
identity cues, such as customer service; need‐satisfying products or
services; and visual cues, such as the corporate name, logo, and slogan.
Makes a major assumption that a visual design cue, such as a corporate
logo, recalls impressions or perceptions in the minds of audiences.
These perceptions are based on corporate behaviour which constitutes an
overall corporate image. Perceptions measured through a semantic
differential subsequently revealed that the following factors contribute
to the corporate image of South African banking institutions: dynamism,
credibility/stability, customer service, and visual identity. The
research results therefore confirmed the assumption that corporate
behaviour and corporate visual identity contribute to corporate image.
Determinants of customer satisfaction in retail banking
Authors: Levesque Terrence , McDougall Gordon H.G.
Published: July 2002

Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch.
Ethnicity and consumer financial behaviour: a case study of British Asians in the pensions market
Authors: Burton Dawn
Published: July 2002

Observes that, although ethnicity is an important issue in consumer behaviour, it has received relatively little attention in the UK. Indicates that there are considerable variations in occupational and personal pension scheme membership between different ethnic groups. Notes that financial institutions appear to be unaware of these differences and have made few attempts to explore the financial needs of diverse ethnic groups. Discusses some of the ways in which financial institutions could meet the needs of the Asian market for pensions.
Managing the image of your bank: the glue that binds
Authors: Worcester R.M.
Published: July 2002

Banking in Britain has suffered a crisis of identity in recent years. The British public’s favourable attitude towards the British clearing banks has declined along with a perception that standards of service have fallen and that building societies offer better standards of service. Argues that marketing and image research studies should be given the same attention as the monthly financial figures, should be treated with the same respect and should feed into strategic decision making. Suggests that financial institutions need to focus on five areas of activity, namely: strategic direction; legal threats to survival; capital management; succession; and protection and promotion of the corporate reputation. Outlines the benefits accruing from image and gives guidelines as to why and how a bank’s corporate image should be managed.
Predictors of equity in relationships between financial services providers and retail customers
Authors: Barnes James G. , Howlett Darrin M.
Published: July 2002

Relationship marketing has been embraced in a wide range of industries, including financial services. Despite considerable study and widespread application, it appears that many services marketers have accepted the concept of relationship marketing with little examination of the basis for genuine, quality relationships. Based on a review of the social psychology and relationship marketing literature, the authors offer a consumer‐focused approach to defining the principles of relationship marketing, and examine the conditions under which services marketers can expect to form relationships with their customers. Also presented are empirical findings on the predictors of the level of equity which resides in relationships between financial services providers and their retail customers. The research reveals that the affective dimensions of the service encounter best predict quality relationships. The implications for financial services marketers are discussed.
Relational norms and client retention: external effectiveness of commercial banking in Canada and Mexico
Authors: Paulin Michèle , Perrien Jean , Ferguson Ronald J. , Alvarez Salazar Ana Maria , Michel Seruya Leon
Published: July 2002

This study was designed to assess the theoretical and managerial implications of relational norms in two distinct business contexts within the same service industry. The relationship between commercial banks and client‐companies was studied using matched pairs of account managers and company representatives in Canada and Mexico. This research indicates that: relational as well as short‐term economic variables are important for successful commercial banking; front‐line personnel may not accurately assess the client’s reality; contextual differences are important with regard to both the theory and practice of management in banking.
Banks, retailers and their customers: a relationship marketing perspective
Authors: Colgate Mark , Alexander Nicholas
Published: July 2002

As retail organisations offer financial services to their customers at an increasing rate, this paper uses the emerging relationship marketing paradigm to gain strategic insights. The first level of analysis is at the organisation/customer interface. Four scenarios are analysed, which have recently emerged in international situations. These show that retail organisations are reducing the interaction and communication that banks have with their customers. Relationship marketing theory is then used to understand the implications that these scenarios pose for banks. The second analysis is at the business‐to‐business level. The application of the concept of relationship marketing at this level suggests that banks and retail organisations should focus on co‐operation rather than competition. This paper proposes strategic alliances will enable both parties to achieve more together than individually.
Barclays Life customer satisfaction and loyalty tracking survey: a demonstration of customer loyalty research in practice
Authors: Drake Chris , Gwynne Anne , Waite Nigel
Published: July 2002

Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements in determining loyalty. Initial qualitative research was undertaken to allow the company to develop a frame of reference concerning the elements of service which customers considered important. These initial findings were used in later quantitative studies to establish the relative importance of the different elements, with a view to understanding what was determining customer loyalty. The research culminated in the development of a tracking survey instrument, now used by the company to monitor customer satisfaction and loyalty levels across time and customer groups. Discusses both the findings of the research undertaken, and the importance of such research for firms. Outlines the use to which the information gathered by the surveys is put, together with initiatives which have resulted from the research.
Challenge to world‐class manufacturing
Authors: Yamashina H.
Published: July 2002

Deals with the basic requirements for world‐class manufacturing and discusses the role of total productive maintenance (TPM) in helping to achieve world‐class manufacturing. Examines the roles of TPM in TQM and JIT. Finally, impacts of TPM on the culture and structure of the organization are discussed and pitfalls of TPM implementation are dealt with. Provides an in‐depth look at the development of Japanese manufacturing strategy and concludes with the view that the first step to world‐class manufacturing is to implement TPM successfully and to create an active organization.
Human factors affecting the acceptance of total quality management
Authors: Fok Lillian Y. , Hartman Sandra J. , Patti Anthony L. , Razek Joseph R.
Published: July 2002

Examines two distinctly different reasons for resistance to total quality management (TQM) in US corporations. One of these is that workers will perceive TQM as controlling rather than empowering: in effect, seeing it as a ploy to get them to work harder for fewer rewards. Alternatively, it may be that TQM is seen as empowering but that all individuals do not want enriched, empowered jobs. Asks whether personality characteristics, and especially equity sensitivity, growth need strength, and willingness to engage in organizational citizenship behavior, are related to each other and whether they will influence individuals’ reactions to job characteristics associated with the quality environment. Findings offer support for the second of the possibilities raised, with results suggesting that resistance is not related to perceptions that jobs under TQM are seen as controlling. Finds evidence that personality characteristics, and especially growth needs strength (GNS) and organizational citizenship behavior (OCB), are related to preferences for enriched jobs of the type associated with the quality environment.
Quality assurance and effectiveness of audit systems
Authors: Karapetrovic Stanislav , Willborn Walter
Published: July 2002

Quality audits are prominent and proven management tools for assessing compliance and effectiveness of quality systems. They are commonly used in the effort to improve overall business performance. However, similarly to any other physical or conceptual system, they may fail to achieve objectives set forth, raising concerns among auditees and clients alike. Argues for the provision of adequate confidence to various interested parties in the quality of auditing services. A quality audit is conceptualized using the systems approach. Subsequently, a quality assurance framework based on the application of the 1994 and 2000 versions of the ISO 9001 standard in auditing is presented. Audit system effectiveness is modeled using the concepts of audit reliability, availability and suitability. Audit failures, risks and maintainability are addressed in detail. It is concluded that audit managers must ensure appropriate levels of quality and effectiveness of quality audit systems.
A maintenance model for quality management
Authors: van de Water H.
Published: July 2002

In this article a model is presented concerning the organisation of the maintenance process of a quality system. This model consists of the composition of two existing models. The point of departure is a three‐level model of quality management. Then each of these three levels has been split up into two components called “system‐structural” and “social‐structural”. After introducing several maintenance concepts on a conceptual level, these concepts are applied to each of these levels and components.
Determining replacement policies for bus engines
Authors: Leung Francis K.N. , Cheng Ada L.M.
Published: July 2002

In this study, a power law process (PLP) for the failures of an engine, regarded as a complex repairable system, in a minimal repair set‐up (i.e. only a small proportion of the constituent parts of the engine are replaced on repair) with the engine regularly replaced within period T or replaced at the Nth failure after its installation, whichever occurs first, was examined. First of all, the Laplace test was used to check for the existence of a deteriorating trend in the failure data. Second, model parameters of the PLP were estimated using the maximum‐likelihood estimation method. Third, the Cramer‐von Mises test was used to test its goodness of fit. Finally, the optimal replacement policy based on minimising the long‐run expected cost per month for each type of engine was determined. The statistical inference procedure involving the maximum‐likelihood method for the PLP is based on the associated large‐sample theory. This implies the need to have a lot of data before conducting a statistical analysis. Unfortunately, the authors do not have sufficient data to conduct a real statistical analysis and to bring a significant conclusion to the considered application. The paper describes an industrial application of a PLP and a theoretical replacement model.
Utilizing advanced maintenance practices and information technology to achieve maximum equipment reliability
Authors: Liptrot David , Palarchio Gino
Published: July 2002

Provides case study information regarding Dofasco, Inc., Canada’s second largest steel manufacturer. Notes the economic difficulties of the late 1980s and 1990s, brought on by the effects of globalization. Reports how the company perceived equipment reliability as being key to improving product quality, production output, costs and shareholder return. Focuses on the project initiated to research, develop and implement the most advanced maintenance practices and information technologies to achieve maximum equipment reliability. Reports on the successful outcomes of this project.
Probabilistic measures of redundant system with two types of repairmen, sensing device and analytical approach to find the optimium interchanging time
Authors: Sridharan V.
Published: July 2002

Presents two models. Model I deals with some characteristics of a single unit system with a sensing device and two types of repairmen. The unit is attached to a sensing device which completely monitors the operating or non‐operating status of the unit. The regular repairman is always available with the system and inspects the operation of the sensing device. If the device is not working, then an expert repairman is called to the system and the operational status of the unit is now monitored by the expert repairman. It is assumed that the failure of the unit, repair of the regular, expert and the status of the sensing device are stochastically independent random variables each having an arbitrary distribution. Several important results have been derived including profit with some applications. In model II, a two‐unit cold standby system with pre‐inspection is considered. In this model, first the regular repairman inspects every unit that fails to ascertain whether he is able to repair it or not. If he can repair it, he proceeds; otherwise an expert repairman is called. An analytical approach to find the optimum interchanging time of units by giving rest to the operative unit is obtained.
A replacement policy based on limiting the cumulative maintenance cost
Authors: Beichelt Frank
Published: July 2002

The purpose of this paper is to propose, motivate and discuss a policy for optimal scheduling replacement intervals of technical systems only on the basis of maintenance cost parameter: a system is replaced by a new one as soon as the maintenance cost within a replacement cycle reaches or exceeds a given level. It is shown that with respect to the long‐run total maintenance cost rate, this policy is superior to the well‐known economic lifetime approach. The simple structure of this policy, the fact that maintenance cost data is usually available and that no lifetime data are required, facilitate its practical application.
Simulation and comparison of reliability growth models
Authors: Donovan John , Murphy Eamonn
Published: July 2002

The Duane reliability growth model has a number of inherent limitations that make it unsuitable for monitoring reliability improvement progress. These limitations are explored and a model based on variance‐stabilizing transformation theory is explained. This model retains the ease of use while also avoiding the disadvantages of the Duane model. It represents a more useful graphical model for portraying reliability improvement at development team meetings. Computer simulations have shown that the new model provides a better fit to the data over the range of Duane slopes normally observed during a reliability growth program. The instantaneous mean time between failures (MTBF) equation for the new model is developed. Computer simulations show that its use results in higher values of instantaneous MTBF than that achieved by the Duane model. The new model also reduces the total test time for achieving a particular specified instantaneous MTBF. Finally, software failure data from an actual project illustrates the calculations and benefits of the new model.
Relationship between TQM and performance of Singapore companies
Authors: Brah Shaukat A. , Tee Serene S.L. , Madhu Rao B.
Published: July 2002

Total quality management (TQM) is widely accepted as a means of obtaining and sustaining competitive edge. This study finds support for the proposition that TQM implementation correlates with quality performance. Behavioral factors (role of top management leadership, customer focus, human resource focus, and quality focus) as well as TQM tools and techniques (corporate planning, process focus, and information and analysis) contribute to the successful implementation of TQM. Also, the study finds that the size of the company (big or small), the company’s adoption of TQM, and the duration of a company’s experience with TQM affect the rigor of implementation and the resulting level of quality performance. However, the nature of the company (manufacturing or service) does not seem to have a significant effect on the rigor of quality management implementation and level of quality performance.
An Overview of VLSI Memory Yield Management by Injection of Fault
Tolerance
Authors: Mehdi Kamal A. , Kontoleon J.M.
Published: July 2002

Presents an overview of memory chip yield enhancement techniques by
injection of fault tolerance. As memory chips are more prone to defects,
the yield of good chips from a silicon wafer governs their production
cost. As shown, most fault tolerance techniques assume a relatively
large area overhead which results in additional costs in terms of the
silicon used as well as the lower number of chips/wafers produced.
Proper management of fault tolerance, as by the word redundancy
approach, adds an almost negligible area overhead to the chip and leads
to considerably higher yields.
Management Support Systems for Service Quality Management: A Research
Direction
Authors: Cheng T.C.E. , Ngai E.W.T.
Published: July 2002

Discusses the potential of applying management support systems (MSS) in
quality management in a service context and suggests a viable research
direction. Describes a research framework using the critical success
factor (CSF) analysis to identify factors critical to the success of
service quality management and uses it as a first step in developing an
MSS for quality management.
Detecting process drift with combinations of trend and zonal
supplementary runs rules
Authors: Divoky James J. , Taylor Richard W.
Published: July 2002

Examines trend rules in conjunction with other well‐known
supplementary runs rules to assess their impact when used in control
charting. Focuses on a set of 613 trend rules deemed as potential
candidates to increase the sensitivity of the control chart. The
examined rules are viewed in the light of a stable environment, which
determines the false alarm rate, and then in an environment in which the
process mean is subjected to drift. Results indicate that there are
subsets of trend rules that aid in the detection of out‐of‐control
conditions depending on the severity of the drift and the number of
zonal‐based supplementary runs rules used.
Evaluation of performance, monitoring costs and quality management
Authors: Papps Ivy
Published: July 2002

Contains an economic critique of BS 5750. Identifies the extent to
which BS 5750 can be used to evaluate the performance of organizations.
Argues that appropriate measures of performance should be based on
economic criteria and, indeed, that such criteria are an essential
prerequisite to making BS 5750 operational within an organization. Thus,
far from BS 5750 being a component of a measure of performance,
certification under BS 5750 or the development of some other quality
management system should be related to an overall measure of performance
developed on the basis of economic criteria. BS 5750 is not concerned
with quality as it is generally understood. It is simply a management
system concerned with monitoring specifications. The basic assumption of
BS 5750 about the appropriate distribution of monitoring costs may
result in costs which are greater than benefits. If this is the case,
small firms are likely to be placed at a comparative disadvantage vis‐à‐vislarge firms. BS 5750 cannot be used as an indicator
of performance.
Quality management and job satisfaction
Authors: Lam Simon S.K.
Published: July 2002

Reports on the results of a survey of 220 front‐line supervisors in
Hong Kong using the job descriptive index (JDI) to investigate the
perceived impact of total quality management (TQM) programmes on job
satisfaction. Shows that the respondents were much less satisfied with
the work dimension than with other JDI dimensions such as supervision
and co‐workers. TQM programmes seemed to have no impact on pay and
promotion. The respondents perceived that the TQM programmes had led to
a variety of changes which made their jobs more demanding, requiring
greater individual skill and accuracy, but did not make their jobs more
interesting and important. Discusses significance of these findings in
the context of the need to provide employee satisfaction in total
quality management.
Organizational differences in ISO 9000 implementation practices
Authors: Taylor W. Andrew
Published: July 2002

Extends previously published work which discussed a survey of
senior executives in 682 organizations and concluded that commitment to
ISO 9000 implementation left considerable room for improvement. Reviews
the peculiar ISO 9000 implementation difficulties of small organizations
as reported in the literature elsewhere. Provides further analysis of
the previous survey data, especially the attitudes and behaviours of
senior executives, revealing differences in ISO 9000 implementation
practice associated with organization size, sector and country of
ownership, based loosely on the work of Argyris comparing espoused
behaviours with behaviours in use. Small organizations are shown to have
particular problems in terms of understanding the purpose of ISO 9000,
methods of measuring its business impact, and knowledge of where the
potential benefits might lie. While not using consultants any more
often, small organizations do permit them to write more of their system
documentation. Conversely, small organizations have a greater tendency
to subject the whole organization to the scope of the standard, yet they
are less likely to go beyond ISO 9000 to TQM. Sectorally, textiles,
general manufacturing and engineering show most positive orientation to
ISO 9000, with retailing and services least. Concludes that small
organizations should assess themselves against these findings to ensure
that a comparative lack of resources is not merely an excuse for lack of
resolve.
The availability of uni‐directionally patrolled stations
Authors: Bunday Brian D. , Tapsir Ruzela B.
Published: July 2002

Discusses the maintenance of n identical stations
uni‐directionally patrolled by a maintenance operative. The time to
travel between adjacent stations is a random variable and the time to
repair a broken‐down station is also a random variable. Assumes that the
breakdowns at each station occur randomly in running time and that only
a proportion of attempted repairs is successful. Shows that all the
important characteristics of the system – waiting time, response
time, availability – depend on the probability, denoted by α,
that a station is found in the failed state. Gives a procedure for
computing this probability.
The TQM jungle: a dialectical analysis
Authors: Watson John G. , Rao Korukonda Appa
Published: July 2002

Attempts to position TQM in relation to well‐established
theoretical and conceptual constructs in management theory literature.
Argues that this needs to be done to prevent TQM from sharing the same
fate as other management fads that have, over the years, come, reigned
at the height of their glory, and finally disappeared into oblivion.
Towards this end, a dialectic analysis of TQM is presented by relating
it to four well‐established dichotomies in management theory:
co‐operative versus conflict ethic; organic versus mechanistic
structure; universal versus contingent orientation; and theory versus
practice focus. Presents implications and agenda for the future.
A structured approach to product and process optimization for
manufacturing and service industries
Authors: Prasad Biren
Published: July 2002

Continuous improvement is a cyclic process of product and process
optimization over a product life cycle. Optimization is beyond quality
and reliability management – meaning, an organization is keeping
in constant touch with new technological advances and frequently employs
the applicable technologies to improve an existing product. Cycling
means that an organization is continually exploring new frontiers in
manufacturing technologies. The latest advances in related fields such
as computers and systems are reviewed regularly for possible inclusion
in the produced and process optimization cycle. Today, there is no
single unique structure or process that defines “continuous
improvement”, or, in a larger sense, what is described here as
product and process optimization (PPO). Outlines a new structured
approach to product and process optimization which includes, in addition
to change management, three sets of metrics and measurements. PPO is a
function of life‐cycle management. There are three aspects of life‐cycle
management applicable to manu‐facturing and service industries: managing
reprocessing, restructuring or re‐engineering change; managing
continuity; and managing revision change.
The economic design of x‐ control charts under a preventive maintenance policy
Authors: Chiu Huan‐Neng , Huang Bo‐Shi
Published: July 2002

Studies the economic design of x‐ control charts in a situation in which the duration time that the process remains in the in‐control state follows a general distribution which has an increasing hazard rate. In this situation, the active and persistent action for quality control is to design a process in which a preventive maintenance procedure is performed periodically. Addresses first the relationship between preventive maintenance and x‐ control charts. A cost function which is opposed to those given by Banerjee and Rahim and by Hu is derived. The computational results indicate that the proposed model under a preventive maintenance policy has a lower expected total cost per hour than have those of Banerjee and Rahim’s and Hu’s Weibull shock models. Numerical examples also demonstrate that the model has great flexibility when applied in the situation previously mentioned. Presents the advantages of the combination of a preventive maintenance policy and x‐ control charts and concludes that a preventive maintenance policy performed under a certain condition can be particularly instrumental in reducing the expected total cost per hour.
Modelling quality‐cost dynamics
Authors: Burgess T.F.
Published: July 2002

Existing quality‐cost models have been criticized for their imprecision and inadequate theoretical justification. Attempts to remedy these deficiencies by using systems dynamics to build a generic model relating quality conformance levels to the quality‐cost categories of prevention, appraisal and failure (PAF). Outlines in depth the assumptions underlying the model’s structure and links model parameters to published empirical data. Explores the model’s sensitivities to changes in factors including different initial values of conformance quality. Determines the potential for improvements in quarterly and cumulative quality costs by changing the PAF cost levels.
Assessing employee turnover intentions before/after TQM
Authors: Guimaraes Tor
Published: July 2002

Total quality management programmes have produced an impressive list of claimed benefits and continue to accumulate converts to this philosophy. Many of the basic requirements for successful TQM implementation deal with changes in company personnel, including: the need for teamwork and participative management, employee creativity and innovativeness, an appropriate reward structure, a nurturing organizational climate with management commitment at all levels, customer feedback, employee/management trust, employee involvement and empowerment for improved communications and quicker decision making. What is the impact of these requirements on employee turnover intentions? The major purpose of this study was empirically to test several hypotheses which compare employee turnover intentions and its antecedents before and after the implementation of a TQM programme. A one‐company field test using 113 employees before TQM and a subset of 73 employees after TQM implementation was used to study the differences. The results indicate significant improvements in role ambiguity, job satisfaction, job involvement, organizational commitment, and employee turnover intentions, but no significant changes in role conflict, task characteristics, and career satisfaction.
Prediction of time‐varying dynamic processes
Authors: Fkirin M.A. , Al‐Madhari A.F.
Published: July 2002

Proposes an optimal identification algorithm of time‐varying dynamic processes. Says it is based on applying a linear combination of the recursive least‐squares method equations. Posits that this scheme could be applied to identify and predict the ARMAX model of the on‐line desalting processes. Desalination technology is used to produce fresh water from saline sources. States that the results obtained give useful information on the physical considerations and desalting process efficiency.
Stratified production process: sensitivity of detecting a single stratum shift
Authors: Agarwal Atul , Baker R.C.
Published: July 2002

The commitment to statistical process control programmes is becoming commonplace in US industry. However, some companies are experiencing failure of these programmes, particularly in multi‐strata (population) production processes. Even if such a process is in a state of statistical control, there is a high likelihood that one or more strata could drift away from the target owing to an assignable cause. The success of a QC programme depends on the ability of a quality control practitioner to detect this shift with a greater statistical power (sensitivity) and take corrective actions. Addresses the problem faced by the multi‐strata production process of a local manufacturing company in detecting a single stratum shift from the target with a high level of sensitivity. Proposes the selection of an appropriate sampling method (stratified or random) to have a strong bearing on the relative sensitivity of detecting the above shift in a single stratum. Develops power curves for the above mentioned process under stratified and random sampling scenarios, when a shift occurs in a single stratum. Examines the relationship of sample size to the threshold level of the stratum shift and the preferred sampling method.
Base stock level determination for “insurance type” spares
Authors: Walker John
Published: July 2002

“Insurance type” spares are spares for critical parts which are essential for the operation of the system in which they serve, and which have an appreciable probability of not needing replacement during the lifetime of the system. Owing to their nature, the (S‐1, S) inventory control model provides an appropriate replenishment policy for this class of spares, where S is the maximum number of spares in inventory. Presents a graphical aid for systems containing a finite number of machines representing sources of part failure. For a given number of machines, the graphs indicate the range of the ratio (mean re‐supply lead‐time/mean failure‐free operating time) for which a minimum S is required in order to satisfy the reliability constraint: Pr[a spare is available at a machine stoppage due to part failure] ≥ α for α = 0.90, 0.95 and 0.99.
Development and implementation of quality assurance in public construction works in Singapore and Hong Kong
Authors: Kam C.W. , Tang S.L.
Published: July 2002

Quality assurance (QA) has been adopted by the public construction sectors in Asia since the introduction of ISO 9000 quality standards in 1987. The Governments of Singapore and Hong Kong have designed a series of quality infrastructure to promote, develop and improve the quality management system in the construction industry. Highlights the rapid development of quality systems in Singapore and Hong Kong, and the implementation of the construction quality assessment system (CONQUAS) in Singapore. Examines the performance assessment scoring system (PASS) in Hong Kong to assess the quality of building works. Discusses and compares the incentives for the construction sectors to achieve the ISO 9000 certification in both cities.
ISO 9000: marketing motivations and benefits
Authors: Buttle Francis
Published: July 2002

Reports a survey of the largest‐ever national survey of the international quality management system, ISO 9000 (BS EN ISO 9000), which has been installed in 95,000 companies internationally. Specifically, reports the marketing considerations which motivate companies to seek certification and the marketing benefits which accrue from certification. Mail surveys were carried out on 4,250 certificated organizations; 1,220 (28.7 per cent) responded. Marketing considerations were secondary in seeking registration, and outcomes related to profitability and process improvement were more highly valued than marketing benefits.
Design and implementation of a program quality assessment tool: three case studies of primary health services in developing countries
Authors: Raghavan‐Gilbert Praema , Phillips David , Lee Gilbert A.
Published: July 2002

The total service quality paradigm has been slow in diffusing to the health service domain, and TQM techniques are even less widely used to govern primary health services in the developing world. This interdisciplinary work analyzes the design of a TQM‐based quality assessment tool (PQAT) used to evaluate quality of care in family planning programmes in Africa, Asia, and the South Pacific. It shows how family planning service quality models have failed to keep pace with advances in management theory, introduces the process theory model to overcome the limitations of the variance model, and grounds the tool in the context of quality theory. The paper goes on to report results from field use of the PQAT in three widely varying sites in the Asia Pacific region, and to draw useful conclusions for primary health researchers and practitioners.
Total quality management: a new perspective for improving quality and productivity
Authors: Gunasekaram A. , Goyal S.K. , MArtikainen T. , Yli‐Olli P.
Published: July 2002

This paper deals with total quality management (TQM) with an emphasis on developing suitable strategies for improving quality and productivity in manufacturing systems. In recent years, TQM has been seen as an important strategy for achieving success in business both in terms of quality and productivity. However, there seem to be no clear strategic framework and guide‐lines for implementing TQM in manufacturing in the light of available advanced production concepts and technologies. A review of previous implementation approaches of TQM in practice has been presented in order to gain further insights into the implementation aspects of TQM. The main objective of this paper is to present a general framework for the development of TQM in manufacturing organizations considering the recent developments in production concepts and technologies and competitiveness among firms to utilize quality as a competitive weapon.