bluuebunny/crossref_metadata_2025 huggingface dataset:
Australian import managers’ purchasing decision behavior: an empirical study
Authors: Ghymn Kyung‐il , Liesch Peter , Mattsson Jan
Published: July 2002

Reports a pilot study of the relative importance of import decision variables as rated by Australian managers. A systematic sample of 104 Australian managers representing different companies participated in the study. Australian importers rated product quality as the most important variable when importing products from overseas followed by long‐term suppliers’ dependability, product style/feature, price, and timely delivery. Australian managers who import consumer products find the domestic import duties and tariffs to be more important than did those who import industrial products. Larger volume importers regard the product brand name reputation to be more important than did those who import smaller volumes.
Researching international “brand equity”: a case study
Authors: Tiu Wright Len , Nancarrow Clive
Published: July 2002

Looks at the implications of building brand equity in a marketing rather than balance sheet sense. Uses the case example of Chivas Regal to illustrate how the global brand of a multinational organisation can be developed and whether a “global” advertising campaign can be built. Examines the role of marketing research in this process. In order to determine how a brand’s equity can be developed, the core and local values of a global brand as seen by consumers need to be clearly identified. However, running a global advertising campaign is expensive for the organisation. Pre‐testing in international marketing research helps in reducing risks with the positive effects of obtaining feedback and informing those involved. The discussion in the paper covers the pre‐testing of a global advertising campaign, in particular the appropriateness of qualitative and quantitative pre‐testing methods and then the measures used for post‐campaign assessment. The discussion also includes the appropriateness of single measures of brand equity.
The relationships between market‐driven learning and new product success in export markets
Authors: Li Tiger , Nicholls J.A.F. , Roslow Sydney
Published: July 2002

Although the impact of market‐driven learning on new product success in export markets is assumed in the literature, its role is not yet empirically tested due to an absence of the concept operationalization. Develops a conceptual framework of market‐driven learning and new product success in export markets to address these issues. The authors further test the model using data collected from US software companies. The findings indicate that both customer and competitor learning processes exert positive impacts on new product success in foreign markets. The results regarding market environmental factors offer some evidence suggesting correlations between these factors and behavioral activities of market learning. Concludes with a discussion of managerial implications and directions for future research.
Retaining telephone banking customers at Frontier Bank
Authors: Ahmad Rizal , Buttle Francis
Published: July 2002

Examines and reports the customer retention practices of Frontier Bank as it provides telephone banking services to business customers. Assesses whether those practices at Frontier Bank reflect extant theories, and whether extant theories can explain customer retention practice in this context. Reviews two theoretical discussions on customer retention, discusses telephone banking services, describes and analyses four retention practices of Frontier Bank, and identifies gaps in both practice and theory. The findings suggest, first, that managers at Frontier Bank applied very few of the prescriptions suggested by extant theories. Managers of similar telephone banking operations could benefit from applying extant customer retention theory in their businesses. Second, authors are too simplistic in assuming that extant theories on customer retention are applicable in any business situations. States that researchers should be cautious in offering generalized customer retention strategies and should consider developing models of customer retention which take account of variations in business context.
Gender differences in investment strategies: an information processing perspective
Authors: Graham Judy F. , Stendardi Edward J. , Myers Joan K. , Graham Mark J.
Published: July 2002

Refers to past research regarding gender differences in investment strategies which has pointed to two important differences: female investors appear both to be more risk averse and to have less confidence in their investment decisions than male investors in equivalent circumstances. Given the relative consistency of these findings, as well as the potential long‐term financial implications of these differing investment strategies, surprisingly little research has focused on the underlying reasons for these gender differences. Proposes that gender differences in information processing styles may account for the lower risk‐taking tendencies among female investors as well as the tendency toward lower confidence levels. Implications regarding marketing strategies for the financial services sector are discussed.
Credit and Charge Cards Selection Criteria in Greece
Authors: Meidan Arthur , Davo Dimitris
Published: July 2002

Investigates the main dimensions and attributes that Greek cardholders
consider of importance when selecting a card. Reviews the Greek credit
and charge card market characteristics, competitive environment and
cardholders′ profiles in relation to the main literature on credit
cards. Investigates a representative quota sample of Greek cardholders
– taking into account demographic factors such as age, sex and income
– on the relative importance of the main attributes that play a role in
card selection. The data collected are analysed by factor analysis,
which suggests that there are five main factors that affect card
selection: convenience of use in Greece; security (safety); economy;
prestige; and shopping abroad. The weightings and relative importance of
each of these factors was calculated, and this could be used for more
optimal marketing mix allocations. Suggests that Greek cardholders are
more “practical” and less “prestige” oriented than previously thought.
Consequently, more emphasis should be given to convenience, security
(against fraud/loss) and economy aspects of credit card usage, by
appropriate advertising, promotions, product development and
distribution allocations by banks and credit card issuers.
Affluent Investors and Mutual Fund Purchases
Authors: Capon Noel , Fitzsimons Gavan J. , Weingarten Rick
Published: July 2002

Probes affluent investor mutual fund investment decisions. Develops
several different investor profiles from data on approximately 300
affluent investors. These investor types differ in sources of
information regarding mutual fund investments, particularly the use of
financial advisers, and in the selection criteria employed for mutual
fund purchases. In addition, they have distinguishable mutual fund
behaviour and demographic characteristics. Develops specific
implications for financial services firms.
Executive forum
Authors: Bhattacharyay Biswa N.
Published: July 2002

The banking and financial sector of the Arab Gulf region is characterized by deregulation, globalization, product innovation, developments in technology and increasing competition. This change has created the potential for gain but has also increased risk. After the oil and gas sector, the Gulf′s banking and financial sector is the region′s main hope for future economic development. Attempts to address the present and future prospects and challenges faced by the Gulf banking sector through an examination of the trends and patterns in banking development and financial deepening, the nature of long‐range strategic planning, the prevailing marketing environment and aspects of customers′ behaviour. The financial deepening in Gulf Co‐operation Council countries was significant in the last decade but suffered a setback during the post‐Gulf war period. The analysis shows that individual banks have to initiate or increase their strategic planning effort. The strategic thrust of banks is likely to be one of consolidation in a tough over‐banked and somewhat recessionary domestic market while pursuing a regional niche strategy and seeking a prominent role through mergers, acquisitions and restructuring.
The effects of gender on the development of relationships between
clients and financial advisers
Authors: Palmer Adrian , Bejou David
Published: July 2002

The advantage of relationship marketing strategies over discrete
transactional activity is now widely recognized in banking and financial
services markets. This has triggered research to identify the factors
perceived by customers to be important in the development of ongoing
relationships with front line staff. Sales personnel′s level of customer
orientation, trust and ethical credibility has received much attention.
Adds to previous research by analysing the role of gender in the
development of buyer‐seller relationships. While there has been much
research into gender differences in buyer behaviour on the one hand, and
in sales effectiveness on the other, the combined effects of gender
interaction have received little attention. Reports a survey of
customers of financial advisers which compares dyads of gender‐defined
buyer‐seller groups using constructs commonly found in both the
relationship marketing and the social psychology literature. The results
indicate that dyads do exhibit significant differences in terms of
buyers′ perceptions of some aspects of relationship quality. However,
the expected result that female sellers are perceived by buyers as
showing more empathy and less selling orientation does not occur in a
simple manner. The interaction with the gender of the buyer is important
in determining perceptions of these aspects of relationship quality.
The UK clearing banks and the informal venture capital
market
Authors: Mason Colin M. , Harrison Richard T.
Published: July 2002

Changes in the macroeconomy, combined with changes
in bank lending practices, have created a more difficult financing
environment for small businesses in the UK in the 1990s. Notes
increasing encouragement for small businesses to seek venture capital
as an alternative, but points out evidence both of a lack of venture
capital for firms seeking less than £500,000 and a belief that small
firms are unwilling to seek venture capital. Challenges these views
and points out the advantages to the banks of an informal venture
capital market. Considers ways for banks to encourage such
activity.
Bank strategic positioning and some determinants of bank selection
Authors: Zineldin Mosad
Published: July 2002

Presents an empirical stuRecently, banks have found themselves facing more aggressive competition, uncertainty and unlimited opportunities. No bank can offer all products/services and be the best/leading bank for all customers. They are forced to find a new basis for competition. A bank must examine its strengths and opportunities and take a competitive position in the competitive marketplace. Discusses some strategic issues related to bank positioning. A number of ways in which distinctive positions can be developed and maintained have been identified. A well‐integrated application of technology and staff through operations that respond to customer needs encourage customers to use a whole range of banking products/services rather than just a few. It also helps to build loyalty by creating deeper and fuller customer relationships. Surveys how a bank has been selected and perceived from the point of view of its customers in relation to its competitors in that marketplace. Reveals that in Sweden, there is no single leading bank in all financial areas, but there are a number of leaders: a leader in terms of deposit base, a leader in terms of loans outstanding base, a largest bank in terms of assets, and a niche leader bank. Shows that functional quality is a more important factor than traditional marketing activities. As expected, convenience of location, price and advertising had a minor impact on bank selection.
Structural equation modelling of overall satisfaction and full use of services for ATMs
Authors: Goode Mark M.H. , Moutinho Luiz A. , Chien Charles
Published: July 2002

Tests an hypothesized model which measures the overall satisfaction gained from, and the full spectrum of services attached to, the use of automated teller machines (ATMs). Sees overall satisfaction as the end result of a combined number of antecedents. Uses a LISREL model to test the structural effects of a number of exogenous variables (i.e. expectations and perceived risk) on a number of latent variables (desires congruency, self‐congruity, perceptions of relative influence and behavioural intentions) to a number of endogenous variables (satisfaction, recommendations to others, full use of services and the frequency of use). Overall, establishes a number of important structural links within the model which suggest that if banks wish to increase customers’ overall satisfaction and the usage of available services they must target factors which directly affect customers’ expectations and perceived risk.
Consultative selling in financial services: an observational study of the mortgage mediation process
Authors: Verhallen Theo M.M. , Greve Harriette , Frambach Ruud Th.
Published: July 2002

Notes that the literature on personal selling and advising on services stresses the importance of analysing the actual client‐adviser interaction process. Explores this process of interaction in a mortgage setting by observing 42 conversations between advisers and 26 clients. The exact content and characteristics of interactions were recorded and coded using a category system based on consultative selling. The results show vast differences between advisers in their selling approach. In most cases, the sequence of problem‐solving phases that advisers employed differed from those of the ideal model. Advisers generally did not probe for the wishes of clients but instead started by presenting alternative product solutions, a typical feature of a hard selling approach. Demonstrates the effectiveness of direct observation for the study of client‐server interaction in financial services.
The bank of tomorrow with today’s technology
Authors: Dannenberg Marius , Kellner Dorothée
Published: July 2002

This article presents opportunities for the effective utilization of the Internet with regard to the banking industry. It is shown that the appropriate application of today’s cutting‐edge technology can lead to a momentous competitive advantage for banks. This is illustrated by a scenario focussing on the potentials of “Advising via Internet”.
Islamic banking: a study of customer satisfaction and preferences in Jordan
Authors: Naser Kamal , Jamal Ahmad , Al‐Khatib Khalid
Published: July 2002

The Islamic banking system is gaining momentum. Many international conventional banks have started to open branches which operate in accordance with the Islamic Shariah principles in some Islamic countries. The Islamic banking system is expected to face strong competition not only from the Islamic banks but also from well‐established conventional banks offering Islamic products and services. In this study, an attempt is made to assess the degree of customer awareness and satisfaction towards an Islamic bank in Jordan. A sample 206 respondents took part in this study. The analysis of their responses revealed a certain degree of satisfaction of many of the Islamic banks facilities and products. The respondents expressed their dissatisfaction with some of the Islamic banks services. Although the respondents indicated that they are aware of a number of specific Islamic financial products like Murabaha Musharaka and Mudaraba, they show that they do not deal with them.
Patronage behaviour of Ghanaian bank customers
Authors: Owusu‐Frimpong Nana
Published: July 2002

Owing to increased competition resulting from a decade of deregulation in the Ghanaian banking industry, the banks find themselves faced with the task of differentiating their products as a method of attracting new customers. Aims to ascertain the characteristics looked for when Ghanaian bank customers open a bank account. The results are based on 225 multiple choice questionnaires filled in during customer interviews inside 50 bank branches. The results show that 73 per cent of account holders in Ghana are male. Ghanaian bank customers choose a bank based on understanding and high rates of interest. The banks are perceived to be conveniently located but offer slow services. Ghanaian bank customers are resistant to long‐term investment and the most effective media that best inform customers of bank services are word‐of‐mouth, radio and television.
Performance assessment scoring system of public housing construction for quality improvement in Hong Kong
Authors: Tam C.M. , Deng Z.M. , Zeng S.X. , Ho C.S.
Published: July 2002

In an attempt to improve the quality management of public housing construction in Hong Kong, the Hong Kong Housing Authority has implemented the performance assessment scoring system (PASS) as a mechanism for evaluating the effectiveness of a contractor’s ability to deliver projects to specified standards. This was seen as an effective assessment and incentive system for promoting continuous quality improvement. However, the analysis of PASS scores has indicated that the general level of quality has not been significantly improved. Based on the analyses of PASS scores and contractor performance, the shortfalls of the system are explored and some recommendations to realize the vision of continuous quality improvement in public housing construction are proposed.
Quality performance and organizational culture
Authors: Corbett Lawrence M. , Rastrick Kate N.
Published: July 2002

For many years culture has been claimed as an important component of organizational success in general and TQM and quality improvement in particular. This study examined management culture and quality performance in a sample of New Zealand manufacturing organizations. The culture was measured using the Organizational Culture Inventory, and quality performance was measured using questions from Leading the Way: A Study of Best Manufacturing Practices in Australia and New Zealand. Different management cultures were found to have correlations with quality indicators such as: warranty claims, percent defectives, ratio of quality inspectors to direct production workers, and delivery in full on time. No significant correlations were found between the organizational cultures and cost of quality, or with supplier quality. We suggest that through understanding these relationships between culture and quality, managers may be able to develop more effective and competitive organizations.
Measures to assess the impact of information technology on quality management
Authors: Ang Chooi‐Leng , Davies Mark , Finlay Paul N.
Published: July 2002

Both quality management and the use of information technology have been widely researched over recent years. However, there has been no well‐founded empirical research on the two together – on how IT can support quality management practices. This paper presents a research instrument to be used in such research. In order to measure the extent to which IT supports QM, the construct “quality management, supported by information technology” was operationalised. Data from 110 public organisations that have applied for the Malaysian Prime Minister’s Quality Award (Public Sector) were gathered in a field survey to enable a rigorous examination of the construct operationalised. Analysis of literature suggested eight dimensions of quality management, namely leadership, output quality assurance, strategic planning process, human resource utilisation, important innovations, information and analysis, customer satisfaction, and quality results. The research findings supported this and suggested a ninth dimension, supplier quality assurance. The empirical work indicated that “quality management supported by information technology” construct demonstrate the key psychometric properties including reliability, construct validity, and predictive validity.
Total quality management, ISO 9000 certification and performance improvement
Authors: Sun Hongyi
Published: July 2002

Records the research on the relationship between TQM, ISO 9000 certification and business performance improvement. The research is based on a survey conducted in Norway. Finds that the TQM criteria (or enablers) such as quality leadership, human resource development, quality information, etc. contribute to the improvement of customer satisfaction and business performance. However, none of these TQM enablers can guarantee enhanced performance. It is these enablers as a whole that contribute collectively to the improvement of performance. The study also finds that ISO 9000 standards are partially related to the implementation of TQM and the improvement of business performance. The recommendation is that ISO 9000 should be incorporated with the philosophy and methods of TQM.
On an imperfect preventive maintenance model
Authors: Ben‐Daya M. , Alghamdi A.S.
Published: July 2002

Presents two sequential preventive maintenance (PM) models. The first model can be viewed as an extension of Nakagawa’s model where the age reduction of the system is assumed to depend on the level of PM activities. Linear and nonlinear relationships between age reduction and PM level have been considered. In the second model, a sequential PM model is developed in which PM intervals are defined such that the integrated hazard rate over each interval is the same for all intervals. This restriction reduces the number of decision variables from N + 2 to only three decision variables, where N is the number of intervals between PMs. The cost difference between these two models was very small for the examples solved. This provides evidence that the integrated hazard rate restriction provides a very good approximation of this sequential PM model. This suggests that the integrated hazard rate condition may be used to reduce greatly the number of decision variables at the expense of a reasonable increase in the expected total cost.
A descriptive and analytical model of organisational transformation
Authors: Hill Frances M. , Collins Lee K.
Published: July 2002

Presents a model of organisational transformation drawing on case study research and a review of relevant literature. Concludes that it is important for change managers to understand how both the internal and external environments can influence organisational change strategies and activities. Suggests that one potential contribution of the model of organisational transformation is that it may provide guidance and insight for managers attempting such reconstruction.
Competing through maintenance strategies
Authors: Madu Christian N.
Published: July 2002

Today’s business environment is considerably complex and, as a result, more factors influence the organization’s ability to compete effectively. Organizations today compete on several factors such as time, price, technology, innovation, quality, reliability, and information management. In all these, equipment maintenance and reliability are important strategies that can considerably influence the organization’s ability to compete effectively. This paper develops strategies that look into these important competitive factors. It shows that equipment maintenance and reliability management are importantly associated with an organization’s competitiveness and must be given adequate attention in the organization’s strategic planning.
Innovative quality management practices in the Dutch construction industry
Authors: Bossink Bart A.G.
Published: July 2002

Quality management practices do support the management of strategically important innovation processes. This conclusion is based on empirical research in the Dutch construction industry. A large‐scale innovative construction project is intensively studied during a three‐year period. The quality management practices that are used in this project to support the management of strategically important innovation processes are described and analyzed. The description and analysis is based on an analytical framework that consists of six quality management practices: design, planning, systems, goal, positioning, and interaction practices. The analytical framework is based on a theoretical study in the field of strategic quality management. The empirical research points out that planning, positioning and interaction practices in quality management support the management of strategic innovation. It also indicates that systems and goal practices in quality management can be supportive to the management of strategic innovation.
Total Quality Management in Services
Authors: Dotchin John A. , Oakland John S.
Published: July 2002

Although quality improvement is being sought, and total quality
management is being applied in the service sector, the majority of
applications which have been described are in environments similar to
manufacturing in some important respects. Some of the cases are,
nevertheless, concerned with issues such as: seeking to achieve better
service by programmes to shape employee behaviour, encouraging attention
to the customer’s requirements, and coping with the inherent variability
engendered by interaction between employees and customers; and as such
are particularly relevant to the distinctly “service” aspects of
businesses. As a precursor to improving service quality it is necessary
to be able to define and measure quality in that context. Research which
seeks to show that consumers’ perceptions of service quality are based
on the difference between their actual experience of the service and
what they expected form a platform for both definition and measurement.
Reviews the models of service quality which have been built on this
concept, along with work which has shown that consumers take into
account several factors, not just one, when deciding about quality.
Describes some of the dimensions of service quality along with scales
which have been developed for their measurement. This is all in
preparation for application in a survey to evaluate perceptions of
services with differing characteristics, which is described in the final
article in this series.
Towards a Quality Culture
Authors: Sinclair John , Collins David
Published: July 2002

Total quality management is often presented as a new and coherent
philosophy of organization and management which looks holistically at
organizations. Yet there would appear to be gaping holes between the
necessary and sufficient conditions for TQM which rhetoric serves only
to obscure. Concentrates on the culture issue facing organizations and
warns against TQM “solutions” which operate at a surface level only within
organizations. Highlights the culture trap of management whereby
managers develop their own views of organizational reality which may
bear no relation to the views held by employees.
Cumulative Score Quality Control Procedures for Process Variability
Authors: Ncube Matoteng M.
Published: July 2002

Combined Shewhart‐cumulative score (cuscore) quality control schemes are
available for controlling the mean of a continuous production process.
In many industrial applications, it is important to control the process
variability as well. The proposed combined Shewhart‐cumulative‐score
(cuscore) procedure for detecting shifts in process variability uses the
procedures developed by Ncube and Woodall (1984) to monitor shifts in
the process mean of continuous production processes. It is shown, in the
one‐sided case, by average run length comparisons, that the proposed
schemes perform significantly better than comparative Shewhart
procedures and in some cases even better than cusum schemes when using
some process variability quality characteristics.
Non‐normality in Statistical Process Control Measurements
Authors: Spedding T.A. , Rawlings P.L.
Published: July 2002

Control charts and process capability calculations remain fundamental
techniques for statistical process control. However, it has long been
realized that the accuracy of these calculations can be significantly
affected when sampling from a non‐Gaussian population. Many quality
practitioners are conscious of these problems but are not aware of the
effects such problems might have on the integrity of their results.
Considers non‐normality with respect to the use of traditional control
charts and process capability calculations, so that users may be aware
of the errors that are involved when sampling from a non‐Gaussian
population. Use is made of the Johnson system of distributions as a
simulation technique to investigate the effects of non‐normality of
control charts and process control calculations. An alternative
technique is suggested for process capability calculations which
alleviates the problems of non‐normality while retaining computational
efficiency.
β Charts for Short Run Statistical Process Control
Authors: Sower Victor E. , Motwani Jaideep G. , Savoie Michael J.
Published: July 2002

Proposes the use of a β, or difference‐from‐nominal, control chart for
short‐run industrial processes providing certain conditions are met.
While some manufacturers have used delta charts in the past, only
recently have delta charts been discussed in the literature –and then
under a variety of different names. This has led to a situation where
β charts have been inappropriately applied because the conditions for
their use were not clearly understood. Explains the β control chart and
the conditions appropriate for its use. In addition, presents a case
study of the use of the β chart in a short‐run manufacturing process.
A Group Decision Support Systems (GDSS) Framework for Adjusting System
Availability Levels
Authors: Madu Christian N. , Kuei Chu‐hua
Published: July 2002

Presents a new approach to adjust system availability levels which is
based on the integration of total quality management principles with
mathematical models for system availability. It is shown here that
system availability levels can be improved and operating costs reduced
if teams are used to evaluate and modify the operations of a system. The
technique used here encourages continuous improvement and evaluation of
systems, and demonstrates how coherent and consistent team judgements
may be reached. A real case study that involves six engineers from a
worldwide manufacturer of business computer systems is used to
illustrate the application of the approach.
Ensuring the quality, reliability and precision of measurement processes through traceability
Authors: Babbar Sunil
Published: July 2002

Inadequate measurement capability can place a heavy burden of implicit costs on manufacturers – even drive them out of business. It can have serious consequences for stakeholders in industry, commerce or science. High‐technology manufacturing must ensure a high level of precision in measurements, often to as much as a millionth of an inch. In seeking such high levels of precision, measurement laboratories often use traceability as a key precision criterion. Two comprehensive sets of measurements made over time by high‐precision laboratories on gauge blocks are used to explore the scope of traceability in ensuring high‐precision measurements. Significant differences were found between the high‐precision primary laboratories traceable to the National Institute of Standards and Technology in the USA. Explores general implications of such between‐laboratory differences and makes recommendations for secondary laboratories and stakeholders in dimensional metrology seeking to ensure a high level of precision in their measurements.
A methodology of pattern recognition schemes for two variables in
SPC
Authors: Chih Wen‐Hai , Rollier Dwayne A.
Published: July 2002

Prototype patterns and pattern diagnostic characteristics have been
proposed in a previous article. Simulation results based on the
prototypes and the diagnostic characteristics have also been presented
as a justification for the study. Outlines a methodology, with three
major components, which designates eight processors to identify the
unnatural pattern. The working memory (blackboard) characterizes the
symbolic structure of the transformed data and stores the intermediate
results from each processor. Eight processors are the kernel of the
knowledge base used to classify the pattern of the observations. The
comparison of intermediate results is executed in the inference engine,
which makes the preliminary decision. The implementation of the
processors is coded in Turbo C and runs on an IBM PC/XT/AT or compatible
PC. The results of the implementation and validation demonstrate that
the methodology does a good job for two‐variable pattern recognition.
The partial aliasing patterns for Taguchi’s L12 orthogonal
array
Authors: Tsai Hsien‐Tang
Published: July 2002

The use of the L12 orthogonal array has been highly
recommended in Taguchi’s experimentation; however, it has very complex
partial aliasing patterns (PAP). Proposes a method based on the inner
product (IP) of vectors for computing the PAP of an interaction.
Provides some special tables, which give the values of IP for
three‐factor, four‐factor and five‐factor so that the PAP for any order
of interaction can be obtained easily. Discusses some interesting
properties of the PAP.
Modelling sales processes as preparation for ISO 9001 certification
Authors: Jahnke Bernd , Bächle Michael , Simoneit Monika
Published: July 2002

When trying to establish quality management in a service industry
one is confronted with a particular set of problems due to the
distinctive characteristics of service processes. Describes the
assessment procedure for service processes using a case study obtained
from the sales department of a company in the computer industry. A
slightly modified process modelling technique – usually employed
in the field of requirements engineering – is used to analyse and
depict the processes. Aims to discover weak points inherent in the
business processes and eliminate them in order to pass the ISO 9001
certification audit.
Generative and case study research in quality management
Authors: Sohal Amrik , Simon Alan , Lu Edmund
Published: July 2002

Provides two practical examples of Australian quality management studies which have used generative and case study methodologies. Used the generative research strategy to study the quality management practices in the Australian business service industry and finds that not enough players in that industry have implemented quality management procedures. Suggests there is a link between some of these quality management practices and increased profitability. Uses the case study approach to show that in several companies the factors most likely to contribute to the success of a total quality management programme are a clear strategy, a customer focus, successful teams, monitoring procedures, and the implementation of a formal quality assurance system.
An improved minimal cut set algorithm
Authors: Kara‐Zaitri Chakib
Published: July 2002

Presents a new qualitative fault tree evaluation algorithm based on bit manipulation techniques for the identification of the largest independent sub‐trees and the subsequent determination of all minimal cut sets of large and complex fault trees. The methodology developed is validated by direct application to a complex fault tree taken from the literature. Results obtained are compared with those available in the literature. Shows that the use of the algorithm (FTABMT) developed results in significant savings in both computer time and storage requirements.
Analysing equipment failure rates
Authors: Freeman J.M.
Published: July 2002

Reports on recent research at NORWEB, concerned with rationalizing the company′s equipment replacement policies which has focused on the failure rates of 11kV/415V pole mounted transformers. Results confirm that the Gumbel distribution provides a much more convincing statistical representation for these fault data than the usual Weibull option.
An examination of the relationship between conformance and quality‐related costs
Authors: Foster S. Thomas
Published: July 2002

Reports the results of a case study which undertook to examine the relationship between conformance and quality‐related costs. The controversial Lundvall‐Juran economic quality level (EQL) model has been criticized by various authors due to its acceptance of imperfect quality. While persuasive, this emotional aversion to imperfection does not provide a convincing critique of the EQL model. However, the EQL remains widely used in practice. Argues that several assumptions of the EQL model should be questioned including monotonicity, continuity, the positive relationship between prevention/appraisal costs and conformance, the negative relationship between failure costs and conformance, and the combining of costs. Further, the EQL model illustrates a single contingent relationship between quality costs and conformance. Provides several alternative cases of the relationship between quality costs and conformance. The results are then reported and the underlying relationships of the EQL model tested. The results showed that prevention and appraisal costs were positively and significantly associated with conformance. Failure costs were also positively and significantly related to conformance. These results provided support for a contingency view of quality‐related costs.
ISO 9000 as an entry key to TQM: the case of Greek industry
Authors: Tsiotras George , Gotzamani Katerina
Published: July 2002

Observes that the development and use of quality assurance systems became wider with the use of ISO 9000 International Standards. The standards have become very popular and have stimulated the interest of many companies in their effort to enhance their competitive advantage. Examines ISO 9000 Standards’ contribution to Greek companies’ competitiveness, by analysing the internal and external benefits of their application, as well as the problems and difficulties that Greek companies experienced during their development. Summarizes common reasons for the possible failure of an ISO 9000 implementation and, finally, examines the ISO 9000 standards’ relation to the ultimate target of total quality management.
The influence of workload instability on quality in the construction industry
Authors: Sui Pheng Low , Tan Willie C.K.
Published: July 2002

While it may be in the interest of construction firms to expand either gradually or rapidly their workload over time, the need to maintain a stable volume of work is still crucial for long‐term survival. While it is obviously useful for the industry to try to resolve the specific quality problems identified, the need to attain a stable and minimal level of workload will remain a high priority for all construction firms. This is because without a stable workload, survival will be at stake, let alone expansion and provision of good quality services and products. Sets out to test two hypotheses. First, poor quality standards in the construction industry are primarily structural problems tied to the demand for construction. Second, because cyclical fluctuations are inherent in the construction industry, poor quality standards in construction are also likely to be perpetual problems.
A software reliability growth model
Authors: Suresh Nalina , Rao A.N.V. , Babu A.J.G.
Published: July 2002

Most of the existing software reliability models assume time between failures to follow an exponential distribution. Develops a reliability growth model based on non‐homogeneous Poisson process with intensity function given by the power law, to predict the reliability of a software. Several authors have suggested the use of the non‐homogeneous Poisson process to assess the reliability growth of software and to predict their failure behaviour. Inference procedures considered by these authors have been Bayesian in nature. Uses an unbiased estimate of the failure rate for prediction. Compares the performance of this model with Bayes empirical‐Bayes models and a time series model. The model developed is realistic, easy to use, and gives a better prediction of reliability of a software.
Building‐in reliability ‐ implementation and benefits
Authors: Prendergast James , Murphy Eammon , Stephenson Malcom
Published: July 2002

Argues that in the coming years the present methods of demonstrating reliability will no longer be feasible and alternative methods must be found. Deals with building‐in reliability (BIR) and the necessity to change from the standard end‐of‐line‐measurement technique of life test to a more proactive in‐line approach, where reliability can be measured by process parameters and reaction time is immediate, resulting in a continuous flow of reliable product to the end user. This approach will not eliminate the use of end‐of‐line monitoring, but will reduce the amount which needs to be carried out. Suggests that it will only be done to demonstrate that processes are operating to certain maximum failure rates, where the online controls will in fact guarantee that the reliability is much greater than that being demonstrated. Examines the customers’ attitude towards reliability, and points out that sharing of data will be essential if the BIR approach is to be successful. Outllines two examples which demonstrate the effectiveness of a BIR program and explains how, if implemented, it can be used to prevent the manufacture of potentially unreliable product.
Slack and performance in health care delivery
Authors: Miller Janis L. , Adam Everett E.
Published: July 2002

Improving quality and productivity simultaneously is vital to organizational competitiveness. Although continuous improvement is accepted as the objective for world class competition, it is not clear as to which interventions achieve the best performance, which variables intervene by enhancing or restricting the achievement of high quality and productivity, or which measures are appropriate for evaluating differences. Develops a quality evaluation tool and total factor productivity measures for health care clinics. Uses data envelopment analysis (DEA) to discriminate between high and low slack groups. Finds that hypothesized relationships and interactions between quality, productivity, and slack generally have statistically insignificant differences, exceptions being that health care consumers were able to identify characteristics of high and low quality care as well as health care professionals and that health care quality can increase with no decline in productivity when there is high‐slack. In general, high‐slack clinics could increase quality or productivity, but not both.
A quality performance management system for industrial construction engineering projects
Authors: Hillman Willis T. , Willis William D.
Published: July 2002

Engineering consulting firms involved in the design and construction of large‐scale industrial plants attempt to find flaws as early as possible in the design process to avoid more costly deviation corrections later on, particularly during and after construction. Deviation corrections can be reduced by pursuing more diligent quality prevention and appraisal efforts. Quality performance management system (QPMS) is a cost evaluation programme designed to measure the prevention and appraisal effort and its impact on deviation corrections. Examines this system and details the quality improvement results for a multi‐million dollar chemical plant project. Approximately 12 per cent of the total cost of design and construction was attributed to quality costs, a majority of which was categorized as various prevention and appraisal activities. Describes overall cost reductions and other benefits of QPMS.
The human side of total quality management in Taiwan: leadership and human resource management
Authors: Chen Wen‐Hsien
Published: July 2002

Total quality management (TQM) is widely recognized as an effective approach to enhance a firm’s competitive advantage. In addition to technical elements such as statistical process control, product design, etc. the successful implementation of TQM requires senior executive leadership and effective human resources management. Examines the leadership and human resources management of TQM in Taiwan. Data were collected from field interviews and questionnaire surveys conducted in US and Japanese subsidiaries, and local firms. Criteria stipulated in the Malcolm Baldrige National Quality Award of the USA were used to assess the quality of leadership and human resources management. Results of MANOVA (Multivariate analysis of variants) reveal that a company with larger sales revenue, a larger number of employees, or with greater production automation manifests better leadership and human resources management. The chi‐square test shows that foreign‐invested companies are superior to local firms in leadership. Canonical correlation analysis concludes that both leadership and human resources management are positively correlated with the management effectiveness of the quality department. Discusses the managerial implications of these research findings.
Calculating the comparative two‐sample tests for censored reliability data
Authors: Bohoris G.A.
Published: July 2002

Summarizes part of the work carried out to date on seeking analytical solutions to the two‐sample problem with censored data in the context of reliability and maintenance optimization applications. For this purpose, reviews non‐parametric two‐sample tests for censored data and details their calculations. The main conclusion suggests that the available alternative calculation approaches for the linear rank order tests are not always equivalent and therefore may not lead to the same test statistic. For identical results three certain assumptions ought to be valid. Highlights these in the form of necessary conditions.
Electrostatic discharge
Authors: Meniconi M.
Published: July 2002

Posits that most modern electronic equipment, particularly those involving metal‐oxide‐semiconductor technologies, are susceptible to electric overstresses which can cause performance degradation and lead to equipment failure. Probably the most problematic of these stresses is known as electrostatic discharge (ESD). Since most systems incorporate some sort of electronic components or subassemblies, it is becoming increasingly important for manufacturers of such systems to employ good ESD prevention practices whenever possible. Therefore deals with the ESD phenomenon in general terms, covers the types of failures associated with ESD, and addresses the need for implementing ESD control programmes to improve quality and reliability.
Reliability programme management based on ISO 9000
Authors: Ke Huei‐Yaw , Hwang Ching‐Piao
Published: July 2002

Shows that the new ISO 9000‐4 has covered the dependability aspects of IEC 300‐1. Dependability is defined as a collective term used to describe availability performance and its influencing factors, such as reliability performance, maintainability performance and maintenance support performance. Among these factors, reliability is the major quality assessment of a product during the operation period. With reliability as a necessary requirement, the quality assurance activities taken by suppliers should be extended, especially to cover the survey of the environmental condition, and maintenance planning for the purposes of reliability assurance. Summarizes the characteristics of reliability assurance in the ISO 9000‐4 aspect and, by applying the system engineering concept, proposes a systematic approach for a reliability management programme based on ISO 9000‐4. Believes that, after tailoring in practices, the merits of this approach will be evident in project management.