bluuebunny/crossref_metadata_2025 huggingface dataset:
Heterogeneity of regional trading blocs and global marketing strategies
Authors: Malhotra Naresh K. , Agarwal James , Baalbaki Imad
Published: July 2002

While demand for many products has become more homogeneous across countries, cultural factors have strongly inhibited this change as well. In a multicultural world, cultural heterogeneity will continue to remain the most significant barrier to one global market. Cultures are resilient and enduring and so is the concept of global multiculturalism. At the global level, trading blocs may be viewed as a cluster of geographically close countries that share abstract and/or material culture in varying degrees. It is interesting to note that the three major regional trading blocs (i.e. the European Union, North American Free Trade Agreement, and the Association of South East Asian Nations) can be characterized by significant differences in culture. With the rapid emergence of trading blocs in the multicultural market, our paper attempts to meet several objectives. First, we discuss the growing importance and underlying motives of regional trading blocs in a multicultural setting. The level of trading arrangements between nations is described and a brief overview of the three major trading blocs is then presented. The level of heterogeneity of each trading bloc is examined with implications for market segmentation. The critical role of strategic alliances in the context of regional trading blocs is discussed next. Finally, we recommend marketing strategies for firms marketing to countries within its trading bloc as well as to countries outside its trading bloc.
Bulgarian consumers’ perceptions of products made in Asia Pacific
Authors: Leonidou Leonidas C. , Hadjimarcou John , Kaleka Anna , Stamenova Gergana T.
Published: July 2002

Reports the findings of a study conducted among 135 Bulgarian consumers, examining their perceptions of products from five Asian Pacific countries. The most common source of information for evaluating these products was experiential knowledge, coupled with opinions from friends. Among the country origins investigated, products made in Japan appeared to be liked most, while Indian products received the most negative comments. Japanese products were also ranked first in terms of overall assessment, followed by products from Hong Kong, Singapore, Indonesia, and India. In general, consumer demographics did not play a serious differentiating role in the evaluation of products from these countries. With respect to specific product dimensions, Japanese goods were also rated more highly than those of other countries, the only exception being on price and credit facilities. Finally, in assessing particular categories of products made in Asia Pacific, Japan again received the highest ratings. Some conclusions are drawn from the study findings, as well as managerial implications.
Bass plc An assessment, evaluation and recommendations for their strategic approach in entering foreign beer markets
Authors: Vrontis Demetris , Vignali Claudio
Published: July 2002

Analyses the strategy employed by Bass Plc within the competitive and aggressive beer industry. Focuses on the European beer industry and it is divided into three main parts. Part one identifies what seems to be the current strategy undertaken by Bass Plc. Part two identifies and analyses the context in which Bass operates and part three evaluates the validity of the current strategy in the light of the above analysis. Brief reference will also be made to the international beer market.
Strategic challenges for the European banking industry in the new millennium
Authors: Nellis Joseph G. , McCaffery Kathleen M. , Hutchinson Robert W.
Published: July 2002

Completion of the European Single Market Programme in Financial Services has, as expected, set in motion a rationalisation process within the European banking industry, as banks respond to increasing competitive pressures that are having a dampening effect on their traditional business margins. Assesses the importance of these developments in the context of the policy options that are open to the European banking community in the new millennium. In particular, given the prospect of an integrated European economy, now commonly referred to as Euroland, the paper addresses, as its central theme, the potential for the development of pan‐European banks that would then be in a position to configure longer‐term globalisation strategies. Evolution in this direction, if it occurs, is important from a European Central Bank policy perspective, since it would raise systemic risk issues if a small number of European licensed banks became “too big to fail”. We conclude, however, that the most prominent strategic response is likely to be based on the European “regionalisation” of banks and markets rather than pan‐Europeanisation.
Changes in payments markets, past, present and future: a comparison between Australia and the UK
Authors: Worthington Steve , Edwards Vic
Published: July 2002

Reports on research into the payments markets of both Australia and the UK, in the context of the concept of relationship marketing. It compares the evolution of the various types of payment; cash, paper cheques, debit and credit cards and examines the linkages with relationship marketing from both a market‐based approach, to investigate whether data derived from consumer payments can form the basis of a relationship, and from a network‐based approach, to consider how new entrants to the payments market can establish relationships between organisations. Conclusions on this study are then followed by some thoughts on the directions for future research.
Marketing OTC equity derivatives: the role of relationships
Authors: Tyler Katherine , Stanley Edmund
Published: July 2002

In 1997, in this journal, Elizabeth Sheedy published a paper investigating exchange relationships in derivative markets. This paper was significant for two reasons. It was the first article to consider the marketing of these important financial instruments. Second, her article set out a forceful argument that relationships in this context were breaking down, and that the advantages associated with a relationship model of exchange had not appeared, and indeed had to some extent facilitated the series of well publicised derivative disasters. In this paper, the authors respond to Sheedy’s call for further research through an empirical examination of the over‐the‐counter equity derivatives market in the USA and Britain, arguing that while relationships in this market do, to a limited degree, exhibit characteristics atypical of wider financial services contexts, the relationship paradigm continues to be relevant, and indeed inherent, to over‐the‐counter derivative exchange.
Marketing Private Banking Services to Family Businesses
Authors: Dreux Dirk R. , Brown Bonnie M.
Published: July 2002

Family businesses, whether private or public, are a major component of
the global economic system. Since shares tend to be closely held, these
owners constitute a unique private banking market of highly concentrated
wealth that has, to date, been undeserved. Given the pending, worldwide
retirement of the Cold War generation, many of these businesses will
either recapitalize or change hands, liberating a great deal of
previously illiquid capital as well as destabilizing many historical
financial relationships. Beyond this significant temporal opportunity,
family‐owned businesses constitute an important and ongoing market for
service providers of all types. Critical to the success of any marketing
effort directed towards these businesses will be the overt recognition
of the unique and eclectic characteristics of the enterprises themselves
and the families that control them. Traditional relationship management
practices will not prove sufficient. Successful entities will re‐examine
their historical, product‐driven sales tactics and reorganize them into
actual marketing strategies based on the needs, issues and
characteristics of the family system client. Entities that ignore these
differentiating elements are likely to experience significant
frustration as well as missed opportunities, as this emerging market
reaches full flower.
Marketing of consumer credit services in a developing country: a
status report
Authors: Bilgin Zeynep , Yavas Ugur
Published: July 2002

Describes the status of consumer credit services marketing in
Turkey. First, presents an overview of developments in the Turkish
banking sector with a focus on consumer credit services. Discusses the
findings of a survey conducted by the authors among officers of banks
offering consumer credit services. Concludes with recommendations
further to entrench consumer credit services in Turkey.
Accelerating change: financial industry experiences with BPR
Authors: Drew Stephen A.W.
Published: July 2002

Presents an empirical stuFinancial institutions are accelerating change by seeking radical improvements in processes such as credit approval, new product development, claims processing and insurance underwriting. Describes an investigation of recent business process redesign (BPR) projects in North American and international institutions ‐ including banks, insurance companies and brokerages. Considers improvements in customer service quality, cycle‐time, head‐count, and cost measures. Develops and tests propositions about the organizational, technological and environmental factors which determine success or failure of BPR projects. Executive interviews and a mail survey revealed the importance of strategic planning practice, project organization, team organization, new technology and benchmarking. Different success factors were found to be associated with different types of BPR projects. Although the results of BPR are frequently less dramatic than claimed by its advocates, well‐conceived and managed projects can help the firm on a path of corporate transformation.
Another look into the agenda of customer satisfaction: focusing on service providers’ own and perceived viewpoints
Authors: Athanassopoulos Antreas D.
Published: July 2002

Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention, re‐purchase and profitability). Seeks to add to previous but limited attempts to assess the service providers’ understanding of the satisfaction of their customers. The indirect assessment of customer satisfaction draws on management’s ability to differentiate between the quality of the provided services as perceived by themselves and as they think it is perceived by their customers. Develops a service satisfaction construct by making use of previous research instruments that have been developed to assess customer satisfaction from the customers’ perspective. Contests and tests empirically a five‐dimensional construct which comprises interactive, corporate, physical, price and convenience dimensions. Uses empirical data from a sample of 270 retail bank managers in Greece in order to test the hypotheses.
Measuring UK construction professional service quality: the what, how, when and who
Authors: Hoxley Michael
Published: July 2002

Discusses the development of a 26‐item scale for assessing service quality in a UK construction professional service context. The research builds upon work undertaken by service marketing academics in the USA who have developed a generic service quality measurement instrument (SERVQUAL). The data collection (involving the assessment of 244 professionals by their clients) and analysis stages of the research are described in detail. The findings of the research are that construction professional service quality can be described as a four‐dimensional construct (the writer has called the factors “what”, “how”, “when” and “who”), and that the assessment scale possesses both reliability and validity. Concludes with a discussion of the possible future uses of this scale.
Quality models in an SME context
Authors: McAdam Rodney
Published: July 2002

This paper adopts a critical perspective in seeking to inquire how TQM‐related models, developed initially in large organisations, are applied in the SME context. Using a grounded inductive approach, a study is made of 20 SME cases, where a quality model, the balanced scorecard, has been applied. A grounded model is derived which shows the critical factors in regard to the principles of TQM, when quality models are applied in an SME context. The findings indicate TQM, when a quality model is applied in an SME context. The findings indicate that SMEs can be compromised by the mechanistic and formalised nature of such models, which the SMEs consider as adding bureaucracy, while needing to remain flexible and innovative in a very dynamic environment over which they have little control.
Surveying quality management
Authors: Bavagnoli Gabriele , Perona Marco
Published: July 2002

In this paper, the two main approaches employed up to now in quality‐related surveys, namely the technique‐oriented and the activity‐oriented ones, are discussed, showing their relative advantages and weaknesses. Then, a new method of surveying quality management, based on the analysis of quality‐related information flows, is presented and discussed. In order to illustrate the comparative advantages of this new measure‐oriented approach, some results from a field survey on Italian white goods manufacturers are discussed. Results provide evidence on the power of the new approach here presented to disclose new aspects of quality management that could have been overlooked by other approaches. Moreover, it is shown that the new approach is considerably more efficient than others in terms of time consumption for the data collection phase with respect to the depth of information collected.
Quality management and manufacturing strategies in China
Authors: Lee Choong Y. , Zhou Xiaomu
Published: July 2002

Quality has been identified as a key competitive weapon in the global market. Chinese firms are making considerable effort in implementing quality management in order to gain global competitiveness. The purpose of this study is to compare and contrast manufacturing strategies and business practices between TQM and traditional (or non‐TQM) firms in the Chinese manufacturing industry. This study explores the differences that may exist between TQM and traditional non‐TQM firms in manufacturing strategies and business practices by analyzing survey results of 243 Chinese manufacturing firms. Differences between TQM and traditional non‐TQM firms are investigated in several respects.
System level improvement using discrete event simulation
Authors: Spedding T.A. , Chan K.K.
Published: July 2002

One of the major obstacles contributing to the cost, time and efficiency of improving the quality output of manufacturing systems is the propagation of defectives or errors through the system. Conventional individual control chart design does not address the problem of the interrelation of the processes adequately. Owing to the increasing complexity of manufacturing systems as well as the problems caused by the natural variability of the systems, trial‐and‐error methods are the most commonly used technique for the implementation of the control charts. Trial‐and‐error methods are very costly, time consuming and highly disruptive to the real system. Hence, a systematic and holistic computer‐based methodology is proposed in this paper to obtain a control chart configuration which improves productivity and quality, and reduces cost. Simulation is used as a platform to conduct the control chart system design because different scenarios can be tested off‐line so that statistical process control can be performed effectively without making costly mistakes and disturbing the real system.
TQM enablers and business sustainability
Authors: Robson Andrew , Prabhu Vas B. , Mitchell Ed
Published: July 2002

The extent to which an organisation is successful can be influenced by a number of its strategies and business initiatives. This success can be measured internally, using traditional measures such as profitability, return on net assets and cash flow. Equally, this success can also be measured in terms of external measures such as growth, the competition and the impact of a changing business environment. This paper attempts to assess the association between the extent to which TQM initiatives have been successfully implemented and the changes in performance measures both internal and external. This has been done by analysing benchmarking data collected from nearly 450 service organisations from the North East of England. The survey results suggest that the TQM enablers have the greatest impact upon operational performance and then business performance, but only limited impact on external measures of sustainability such as business growth, competitive advantage and change management.
A Performance Assessment of the US Baldrige Quality Award Winners
Authors: Wisner Joel D. , Eakins Stan G.
Published: July 2002

Since 1987, 17 businesses have won the US Baldrige Quality Award,
established to promote awareness of quality management among US
businesses. Assesses the financial and competitive performances of these
17 companies. Previous research with respect to the quality‐performance
relationship has shown a positive relationship between quality
improvement and financial or market share performance. Finds that while
substantial improvements in operations performance characteristics among
Baldrige Award winners have coincided with the implementation of quality
improvement programmes, these improvements have not always resulted in
financial success. Firms should therefore view quality improvement
programmes as a method for building a strong competitive foundation, not
as a panacea guaranteed to result in economic health.
Process Goal Charts for Quality Improvement Programmes
Authors: White Edna M. , Kaighobadi Mehdi , Wharton T.J.
Published: July 2002

Total quality management programmes emphasizing continuous improvement
have become increasingly popular as companies perceive the importance of
quality in maintaining or enhancing their competitive position. Although
improvement programmes are extremely valuable, they do not eliminate the
need for control. Unfortunately, companies striving for quality
improvement may de‐emphasize, or even abandon, the use of process
control charts, believing that process control cannot be applied during
periods of change. There is a need for a procedure formally linking the
methodology of statistical process control – which assumes process
stability – to the management of quality improvement programmes – which
assumes constant positive change. Provides a procedure to develop and
use process goal charts. The procedure uses a straightforward adaptation
of the standard process control chart methodology to support and control
the planned change of a continuous improvement programme. The procedure
is illustrated with a simple example and possible extensions of the
procedure are suggested.
Total Quality Management in Services
Authors: Dotchin John A. , Oakland John S.
Published: July 2002

Reviews the literature dealing with the nature and characteristics of
service and applies it to 30 selected services with the objective of
synthesizing a classification scheme to recognize operational
similarities between services. This has the purpose of enabling learning
by comparison of services which would normally be thought of as being
different, and also to enable examination of service quality in the
other two articles completing the series. Some of the reasons given for
the growth of services are found to be the provision of new services,
the possibilities created by new technology, the development of producer
services and introduction and emphasis of services to differentiate and
augment goods products. Given the resultant diversity of service the
Standard Industrial Classification is a poor indicator of service
content. In what ways should service be studied? One view is that study
should be unified and theories developed which are capable of embracing
both goods and services. A second view is that distinctions need to be
studied to avoid any assumption that theories and approaches developed
in a manufactured goods context automatically can be applied to
services. In contrast to both of these, what actually happens in many
services is that they are often developed and staffed by people who have
little direct experience of, and have no accessible means of building
on, the successful approaches taken by other services. Uses several of
the theoretical and empirical ways in which services have been
categorized to classify the range of services. Resolves subjective
assessment of labour intensity, contact, interaction, tailoring,
intangibility, and recipient into five groups –personal, shop,
professional, mass and factory services – which partially confirms but
also extends earlier classification schemes.
An Evaluation of the Effects of Quality Improvement Activities on Business Performance
Authors: Mann Robin , Kehoe Dennis
Published: July 2002

Research was undertaken on the effects of quality improvement activities
on business performance. The investigation began by developing a
classification system to ensure all business performance benefits
(tangible and intangible) were included for analysis. Questionnaires
and structured interviews, involving the participation of over 200
companies, were used as the main tools for the investigation. An
analysis of the results enabled a TQM quality activity model to be
developed which classify 65 quality activities by their prime effect.
This model was designed to assist companies in the planning of TQM and
the targeting of quality activities. The research identified the
difficulties organizations and researchers have in measuring the effects
of quality activities.
The Application of Group Technology Concept for Implementing SPC in Small Batch Manufacture
Authors: Al‐Salti Mamoun , Statham Anthony
Published: July 2002

The use of Statistical Process Control (SPC) techniques for monitoring manufacturing processes in mass production is relatively easy. In small‐batch manufacture, however, such techniques can be difficult to implement due to lack of sufficient data to establish control decisions for control charts. Most of the early proposed solutions emphasized the product rather than the process, whereas many of the recently developed approaches favoured monitoring the process and not the product. All such approaches suggest the use of data transformation. The aim is to normalize the differences in the process mean and the variability for different components. Once an appropriate transformation is made, then sample data related to different components can be plotted on the same chart using sample statistics of the transformed data. An important part of transformation is the determination of process parameters for the component. Several methods for determining such parameters have already been suggested in the literature. Presents an alternative method for estimating the process parameters, based on the Group Technology (GT) concept. Generally speaking, the methodology consists of four steps, i.e. Classification and Coding (C&C), family formation, retrieving data, and estimating the process parameters. Discusses the characteristics of a C&C system for SPC and presents the details of its structure. Finally, based on the proposed structure, uses a flowchart to explain the procedure along with a practical application.
Measuring the Intensity Level of Just‐in‐Time Activities and Its Impact
on Quality
Authors: Youssef Mohamed A.
Published: July 2002

Examines the impact of the intensity level of Just‐in‐time (JIT) on
quality. The intensity level of JIT is operationalized as a function of
four variables: the existence of JIT as a timebased technology; the
utilization of JIT to a certain extent; the integration of JIT with
other time‐based technologies such as Group Technology (GT), Design for
Manufacturability (DFM) and Total Quality Management (TQM); and the
percentage of facilities that has been converted to using JIT. The term
“quality” in this study is a composite construct of product quality,
manufacturing workmanship, design and engineering quality, and vendor
quality. This study was based on empirical data collected from 165
manufacturing firms in three industry groups in the USA: industrial
machinery equipment, electronic and electric machinery equipment, and
transport equipment. The two digit Standard Industrial Classification
Codes (SIC) for these industry groups are 35, 36 and 37 respectively.
The analysis of the results suggests that statistically significant
differences in quality exist among firms with different intensity levels
of JIT. The study has many implications for both academicians and
practitioners.
A Note on Optimal Inspection Intervals
Authors: Vaurio Jussi K.
Published: July 2002

Solving an optimal test or inspection interval is a relevant problem for
a machine that is subject to random failures when failures can only be
revealed by periodic inspection or testing. Frequent testing increases
the testing costs, while infrequent testing leads to increasing downtime
and loss of production. Develops optimal test intervals and approximate
analytical results. The accuracies are studied numerically. The results
can also be used for optimizing the availability of standby components
without economic considerations.
Economic statistical np‐control chart designs based on fuzzy
optimization
Authors: Wang Reay‐Chen , Chen Chung‐Ho
Published: July 2002

Considers the problem of determining economic statistical np‐control chart designs under the fuzzy environment of closely
satisfying type I and II errors. Goes on to model the problem as fuzzy
mathematical programming, and uses a heuristic method to obtaining the
solution.
Organizing for total quality
Authors: Westbrook Roy
Published: July 2002

Research on quality in Japan has emphasized technical issues, but
there is much to be learned from more organizational elements. Presents
material from major Japanese corporations on the role of the centre in
quality, the organizing of quality training, and long‐term planning for
quality. The research was carried out over four visits to Japan between
1989 and 1992. Emphasizes that there are still quality lessons to be
learned from Japan.
Implementing a quality maintenance system in a military
organization
Authors: Goh Mark , Tay Guan‐How
Published: July 2002

Over the past few years, considerable attention has been focused on
the implementation and usage of quality improvement and related
techniques to the service industry. Reports on an ongoing project to
implement a quality maintenance system (QMS) in a military maintenance
organization. Total quality management (TQM) concepts are applied as a
management tool to improve the quality of maintenance services.
Identifies and analyses the nature of the maintenance problem and its
causes using data collected over 12 months. Finds that the low
serviceability rate of vehicles needs to be improved. Indicates that TQM
concepts can be applied effectively to maintenance services. Although
the impact of the QMS has not been fully felt, employee participation,
education and supervision surfaced as critical success factors during
this stage of the implementation process.
QFD application in an educational setting: a pilot field study
Authors: Pitman Glenn , Motwani Jaideep , Kumar Ashok , Cheng Chun‐Hung
Published: July 2002

Illustrates how quality function deployment (QFD) can be used to
measure customer satisfaction in educational institutions. Specifically,
utilizes QFD in evaluating the MBA programme at Grand Valley State
University. The inputs for the QFDs were obtained through several
brainstorming sessions of MBA students, faculty members, administrators,
and business people. The preliminary results of the pilot field test
show that QFD is a very useful tool in ascertaining customer desires,
prioritizing them, and directing organizational resources towards
customer satisfaction.
Quality function deployment: total quality management for new
product design
Authors: Lockamy Archie , Khurana Anil
Published: July 2002

For firms to compete successfully on quality, the total quality
management (TQM) philosophy must be integrated into all aspects of the
organization. Quality function deployment (QFD) provides a systematic
process for integrating TQM into new product development activities. QFD
combines various design engineering and managerial tools to create a
customer‐oriented approach to developing new products. QFD provides a
means for organizations to “delight” customers by including
their voice into the product design process. Proposes to demonstrate how
QFD can be used as a mechanism for incorporating TQM into the product
design process. Provides a case study illustrating the use of QFD by the
Chrysler Motors Corporation, as well as preliminary conclusions on the
use of QFD to facilitate TQM in new product development.
Choice of inspection strategy using quality simulation
Authors: Tannock James D.T.
Published: July 2002

The effects of the choice of inspection level are poorly understood
by many manufacturing companies and frequently result in waste or
customer dissatisfaction. Describes the use of a quality simulation
technique to generate cost data related to manufacturing quality
performance and inspection strategies. Reviews underlying ideas
concerning quality characteristics, process capability and quality
performance measures and describes the simulation assumptions and
technique. Presents simulation results which show the quality‐related
costs associated with various inspection strategies for a range of
quality performance.
Service quality: implications for management development
Authors: Gupta Atul , Chen Injazz
Published: July 2002

Examines the relationship between perceived service quality and
five dimensions of service quality (tangibles, reliability,
responsiveness, assurance and empathy) identified by Parasuraman for the
three types of service (pure service, mixed service and
quasi‐manufacturing service) identified in Chase and Tansik’s model. The
least squares regression reveals that the reliability dimension is
statistically significant for all three types of services. Tangibles is
the critical dimension for mixed services while empathy is important for
quasi‐manufacturing services. Also provides directions for training and
management development efforts for improving the critical dimensions by
using focus groups.
TQM for business students: an experiential learning approach
Authors: Golhar Damodar Y. , Ahire Sanjay L.
Published: July 2002

Total quality management (TQM) represents a major philosophical
revolution in the management of organizations. Compared with industries,
academia has lagged behind in the adoption of the TQM principles. One of
the most critical challenges to the business schools is to provide
students with a comprehensive understanding of TQM. Presents a
nontraditional approach to teaching a TQM course to undergraduate
business students. The most salient features of this experience are
student empowerment and practising the TQM principles in‐class. This
experiential learning approach was well received by the students.
Discusses implications of such an approach to teaching TQM and other
courses in a business school.
Quality management in the SADC construction industries
Authors: Rwelamila P.D.
Published: July 2002

To address quality problems facing the public buildings in the
Southern African Development Community (SADC) countries, the industries
must pursue and implement an appropriate quality management system.
Discusses the need for an appropriate quality management system in the
Botswana construction industry as a case study in the initial sections.
Data on quality management problems were collected from 15 public
building projects, as a first part of this two‐part research project. A
postal questionnaire was circulated to site managers. Project
consultants (architects, quantity surveyors, structural engineers and
service engineers) were interviewed on identical basic areas. Identifies
the factors affecting quality management in construction processes.
These factors form the primary hypothesis of this research project,
which the second part of this research should test, through an in‐depth
study. Leads towards developing a quality management system.
A hybrid model for process quality costing
Authors: Goulden Clive , Rawlins Louise
Published: July 2002

Describes the introduction of a quality costing system, using the
process model, within a division of GEC Alsthom Engineering Systems Ltd.
The system was introduced to identify and prioritize improvement areas
within the context of a continuous improvement programme. Includes a
critical review of a former quality costing system within the division
based on the prevention, appraisal and failure model. Initial work
focused on the use of the IDEF methodology, recommended in BS 6143: Part
1: 1992, to model major business processes. However, this approach was
found to be inappropriate as the models created were complex and failed
to gain widespread acceptance within the division. A hybrid model, using
integrated flowcharts, was developed; this proved successful in securing
understanding and ownership of major processes. Indicates a cost of
non‐conformance of approximately 10 per cent and identifies four main
areas for improvement activities.
Co‐ordinate measuring machines
Authors: Miguel P.A.C. , King T.G.
Published: July 2002

Due to the increase in the use and importance of co‐ordinate
measuring machines (CMM) in manufacturing systems, it is necessary to
develop reliable and accurate performance tests for their verification
to assure the quality of manufactured components. Presents general
requirements and a classification of test methods. Surveys and compares
some performance methods to evaluate CMM and concludes that is necessary
to find a multi‐purpose method that is quick and easy to use and which
could be widely accepted by manufacturers and users.
Optimal process variance under Taguchi loss
Authors: Mukhopadhyay Samar K. , Chakraborty Debopam
Published: July 2002

Most research on the process control charts concentrates on the
economic design of its parameters. Reduction of variance as a control
decision has not been researched. Presents a model for optimal decision
on variance reduction and includes the rejection losses of the
non‐conforming units increasing due to increased variance, Taguchi loss
of the conforming units, and the cost of reducing variance. Optimal
policies are derived analytically for uniform distribution and
numerically for normal distribution. Applications of the model to the
area of machine replacement and global manufacturing are suggested.
On the in‐process inspection and correction facilities
Authors: Irianto Dradjad
Published: July 2002

Inspection for quality of product is performed mostly at the end of
the production line. Therefore, non‐conformance is known at the time it
is inspected. One solution is applying in or between process inspection.
Moreover, in or between processes the required correction can be
performed before parts are manufactured by the subsequent process.
Compares two sequences of in‐process inspection and correction
facilities. The first is where the correction is made concurrently with
the process (reworking). The second involves establishment of a separate
correction facility and therefore correction is performed separately
(correcting). Uses process, inspection and correction costs as an
economical measurement of accepted product for both sequences. On the
other hand, an accepted product is not always perfectly on its target
value, which will eventually result in loss to the customer. Uses a
model of the sum of these costs and loss to determine the best sequence.
Understanding TQM in service systems
Authors: Lakhe R.R. , Mohanty R.P.
Published: July 2002

Attempts to explain the dimensions of total quality management
(TQM) in service systems. There are varied perspectives in
conceptualizating, articulating and implementing TQM in a very large
number of differentiated service organizations. Aims to synthesize these
perspectives and present an example of TQM implementation in a banking
system. Proposes a conceptual model for measuring the effectiveness of
TQM in service systems.
A balanced maintenance schedule for a failure‐prone system
Authors: Sarker Bhaba R. , Yu Junfang
Published: July 2002

Service systems that require failure rate below a predetermined
value usually need maintenance in order to operate at that level of
reliability. One major issue in maintenance systems is the optimal
maintenance schedule that incurs minimum total cost. Considering fixed
inflation rate and failure rate variation after maintenance, an
algorithm of balanced maintenance scheduling is developed. The algorithm
provides an optimal number of replacement and preventive maintenance to
minimize the total maintenance cost over a certain planning period. A
numerical example is demonstrated and compared with the results reported
by other researchers.
A quality system assessment on an electrical contracting company
based on BS 5750
Authors: Yusof Sha’ri M.
Published: July 2002

Quality has been proven to be an important strategic weapon in
order to survive in today’s highly competitive business environment. To
build quality in products and services requires organizations to
implement a quality management system which is accepted internationally.
BS 5750 which is similar to ISO 9000 helps achieve this objective.
Service industries are also striving towards excellence in service and
therefore require a quality system. Shows the result of an initial study
conducted on an electrical contracting company. Assessments on existing
management systems were conducted and recommendations provided for the
next course of action to ensure successful implementation of BS 5750 in
this company. BS 5750 provides a foundation in the quest towards total
quality management.
Quality management, problems and pitfalls: a critical perspective
Authors: Wilkinson Adrian , Willmott Hugh
Published: July 2002

Quality initiatives have become widespread in recent years. However, the diverse meanings attached to quality initiatives make it a seductive and slippery philosophy of management and an elusive topic of study. Many books champion the cause of quality management but few address its meaning or reflect on its practical implementation or social significance. Attempts to introduce a fresh perspective to open up a different research agenda for those investigating quality initiatives and to stimulate discussion and debate between the “gurus” of quality and those who have studied its theory and practice.
The PCB industry in Hong Kong and China
Authors: Tang C.L. , Rao Tummala V.M.
Published: July 2002

Develops a framework for planning, developing and implementing an effective quality management system to satisfy the ISO 9002 quality assurance standard for any medium‐to large‐size PCB (printed circuit board) plant in China. Suggests that the approach can equally be applied to plants which are not located in China as long as the management recognizes the cultural, worker education and quality awareness problems. Includes plans to assess the extent to which the pre‐existing documented quality management system is ready to meet ISO 9002 requirements and the corrective actions required to improve it. Proposes that this framework will be extremely useful in establishing and maintaining effective quality systems for similar PCB plants in China, as well as in Hong Kong, looking to achieve ISO 9002 registration. The proposed 14‐step implementation strategy is based on the experiences of a real case study of the successful ISO 9002 registration of a 500‐employee PCB plant in Hong Kong.
Strategic quality management, Malcolm Baldrige and European quality awards and ISO 9000 certification
Authors: Rao Tummala V.M. , Tang C.L.
Published: July 2002

Describes the important contributions of quality gurus like Deming, Juran, Crosby, Feigenbaum, Ishikawa and Garvin which led to the evolutionary development of Strategic Quality Management (SQM). In addition, the core concepts of SQM, namely, customer focus, leadership, strategic quality planning, design quality, speed and prevention, people participation and partnership, fact‐based management and continuous improvement are identified and are compared with Malcolm Baldrige and European Quality Award criteria and ISO 9001 certification requirements. Also a framework for implementing strategies based on these seven core concepts is recommended. Develops a comparative analysis of Malcolm Baldridge and European Quality Awards, and ISO 9001 requirements.
Modern approaches to product reliability improvement
Authors: Ahmed Josim U.
Published: July 2002

Provides a comprehensive and evaluative account of product reliability across a number of different dimensions. Through utilizing secondary sources of data and supported by some preliminary qualitative research findings, attempts to decompose those elements which have a direct relevance to product reliability improvement. To this end, provides a conceptual framework which can be integrated within the whole business interaction entities to enable reliability to be adequately considered throughout the life cycle phases.
Real‐time architecture for advanced quality monitoring in manufacturing
Authors: Shetty Devdas , Motiwalla Luvai , Kondo Jun , Embong Saat , Kathawala Yunus
Published: July 2002

Explains that the rapid growth of artificial intelligence techniques, especially neural networks and knowledge‐based systems, have paved the way for the development of an intelligent and real‐time manufacturing information system. By efficiently utilizing the specific domain representation in a production cell, an intelligent system can manage the complex issues concerning the structure and character of the product, goals of the manufacturing unit and provide production guidance accordingly. Addresses issues in manufacturing intelligence through two case studies that demonstrate the feasibility of a real‐time quality control in changing environmental conditions. The quality and the factor of acceptability are determined by the intelligent agent. These intelligent agents involve the use of an artificial neural network system and, in some cases, a knowledge‐based system to control and operate, in real‐time, the functions of an inspection process in manufacturing. Addresses the design issues of interest, especially setting up global routines which can be used in a common platform to control a machine tool, interpret the sensor inputs, monitor the quality of products, and take corrective actions on a real‐time basis.
A focused system model for strategic quality management
Authors: Aravindan P. , Devadasan S.R. , Selladurai V.
Published: July 2002

Describes the current industrial scenario which is marked by the proliferation of theoretical ideas and concepts on total quality management (TQM) proclaimed by numerous quality management and engineering experts. Insists on the need to streamline these ideas and concepts so that TQM programmes in manufacturing firms are focused effectively towards quality enhancement strategies. Calls for replacing the traditional terminology, TQM, with that of strategic quality management (SQM) with an updated definition. Presents the main results of investigations made during a long research carried out in this direction which began with the identification of a TQM framework of reference on the basis of the old single manufacturer model and culminated in the evolution of a focused SQM system model. Concludes by briefing the major findings of the research and mentions the possibility of exploiting artificial intelligence techniques like expert systems for carrying out SQM practices more effectively.
Cost optimization of accelerated burn‐in
Authors: Hui Y.V. , Lu W.L.
Published: July 2002

The reliability of a product is generally concerned with failures during its operating life. Accelerated (stress) burn‐in before shipment will reject poor quality products and avoid a high initial mortality rate in residual life. It is justified when the expected proportion of a product being defective is high in the infant stage and where early removal of defects will improve reliability in service. Studies economic designs of stress screening plans where every finished product is subject to burn‐in. Examines the optimal burn‐in time in minimizing total testing, manufacturing, quality and reliability costs. Discusses the effect of burn‐in stress level.
Quality practices and perceptions of Valencian hospitality enterprises: an empirical analysis
Authors: Camisón César , Flor Marisa , Cruz Sonia , Küster Inés
Published: July 2002

Suggests that the implementation of TQM systems in the tourist industry is still a recent phenomenon to which little research has been dedicated. Examines problems in initiating total quality management systems in Valencian hotel firms according to the evaluation criteria of the European Quality Award, comparing results with both customers’ and management’s perspective. Shows that a serious gap exists between the quality perceived by the customer and the self‐assessment of quality by the management team. The empirical evidence presented typifies a firm hardly oriented to the market and whose TQM systems need important improvements to increase the satisfaction of the customer, to reduce service variability and to improve the management of customer‐employee interactions.
Benchmarking Maquiladora operations relative to those in the USA
Authors: Prasad Sameer , Tata Jasmine , Thorn Ron
Published: July 2002

Examines the total quality management (TQM) programmes of Maquiladora operations located on the Mexican border and benchmarks their quality practicesvis‐à‐visthose in the USA. Six domains of TQM programmes (information and analysis, strategic quality planning, human resource development and management, management of process quality, customer focus and satisfaction, and quality and operational results) were investigated; these domains were based on the Baldrige Award criteria. The results identify areas of improvement for both Maquiladora and US operations. Maquiladora operations need to improve customer focus and satisfaction, and employee training, whereas US operations need to improve quality and operational results, information and analysis, management of process quality, human resource development and strategic quality planning. Overall, the results suggest that US companies relocating their operations to the Maquiladora zone can obtain a competitive advantage in terms of both lower costs and implementation of TQM programmes.
A quality assurance model for an information system development life cycle
Authors: Abdallah Mohamed H.
Published: July 2002

Proposes a quality assurance model for the development of a computer‐based information system covering the different system life cycle stages. A field investigation for the information systems in a selected number of organizations in Kuwait revealed that a limited number of organizations have a quality assurance department, and limited evaluation procedures were implemented. Emphasizes the need for applying the concept of quality assurance to obtain a high quality of software product.
Quality circle autonomy: evidence from a Japanese subsidiary and a Western subsidiary
Authors: Stavroulakis Dimitris
Published: July 2002

Asserts that the concept of quality circle autonomy includes the issues of members’ development, relations with middle managers and supervisors, determining time of meetings, evaluating suggestions, selecting discussion topics, applying solutions and electing leaders. Investigates these dimensions in one Japanese and one French subsidiary in Greece. Findings show that in situations of limited autonomy, quality circle members raise no demands for more. On the other hand, when autonomy is ceded to members without their input, not only do they not demand more but, on the contrary, they may wish for the abolition of certain prerogatives requiring responsibility. Contends that quality circles possess practically insignificant bargaining power and that the satisfaction of their demands depends mostly on management benevolence, a fact likely to obstruct members’ claims for, and sustenance of, substantial autonomy. Suggests that future research focuses on the relationship of quality circle autonomy and creativity.