bluuebunny/crossref_metadata_2025 huggingface dataset:
Protecting buildings from explosions
Authors: Crawford Charles
Published: April 2007

Describes the ways in which commercial buildings can be protected
from explosive devices, and a variety of modern methods which are cost
effective and successful. Analyses major threats from terrorists and
criminal gangs who target facilities, and lists the four steps of
explosive management. Also provides detailed information on the
different kinds of glass, doors, walls, floors, etc., that should be
installed for a safer building. Finally, outlines mandatory building
requirements.
Business‐driven facilities benchmarking
Authors: Varcoe Barry J.
Published: April 2007

The last few years of tight economic conditions have served to focus on the need for all organizations to be as “lean and mean” as possible. In this context, the need for the facilities function to contribute to the overall effort in full is clear. Indeed, many have argued that such a large “non‐core” expenditure should produce rather more than average in terms of efficiency improvements and resource and cost reductions. Treating the facilities function in this way is not without its dangers, however. The property dimension of the facilities budget is often the most inflexible component of the organization; and the reason organizations have facilities is to “facilitate” those “core” activities through which they create value ‐ and the reason they therefore exist. Any cut in facilities resource, service and/or cost, therefore, should only be undertaken with a wary eye on the consequent impact on the organization’s overall performance. One overall issue is of paramount importance ‐ all need to have a clear understanding of how their facilities are performing, how that relates to what the organization actually needs, and how the efficiency with which that performance is achieved can be improved on a continuous basis. Seeks to address these fundamental issues, in particular, reviewing in this context the technique of benchmarking, covering its scope, application, area of use and common problems.
Government assistance program in the housing sector in Lithuania
Authors: Burinskienë M.
Published: April 2007

The centralised system of apartment buildings was destroyed and replaced by a market‐type procedure of acquiring dwellings as private property. Privatisation started in Lithuania in 1991. At the beginning of 1996, 94 per cent of dwelling stock was privatised. One million two hundred thousand dwellings in Lithuania (including individual houses) with common space of 75,581,280 sq.m. existed ‐ that is 343 flats per capita. Physical lack of dwellings is the main problem. That is confirmed by number of families registered in municipalities in waiting lists for state support in order to afford dwellings. At the beginning of 1998, 96,661 families were included in the waiting lists for the support. Quantitative housing indicators are better in rural areas. However, lower qualitative indicators describe by provision with municipal service: water supply, sewerage, hot water, district heating. The urban population was not satisfied with size (living space), thermal and noise isolation characteristics. In this report Lithuanian household income and expenditures are shown for each of the ten income deciles. The affordability is greater in urban areas than the same deciles situated in the rural areas. Amendments to the Law on Housing Provision of the Republic of Lithuania were introduced on 21 October 1997. The main changes are presented in the article. Local government support in the housing sector of Vilnius is also described. The state government is responsible for the strategy in housing sector as well as government assistance. The main duties should be divided between state and local government. Social housing is the solution for needy people on condition of market economy, and financial support must be brought to the target groups of people.
Homeowners’ associations ‐ a new framework for housing in Lithuania
Authors: Roerup Kasper
Published: April 2007

The vast privatisation of Lithuanian housing has not been paralleled by the necessary institutional changes. The establishment of Homeowners Associations (HOAs) is an important part of these changes but it is a slow process for various reasons, that needs to be accelerated. Furthermore, there is a need to develop the maintenance sector. Currently most maintenance service is carried out by municipality owned care‐taking companies in a non‐market situation.
Management and modernization of housing facilities: specific features of central and eastern European countries
Authors: Melnikas B.
Published: April 2007

Housing and housing facilities are defined as the object of management science. Some specific features of modernizing housing and housing facilities in Lithuania and other countries of central and eastern Europe are described. Major problems of achieving better quality and higher rate of innovation in this sphere as well as some marketing problems are considered. A number of suggestions concerning the improvement of housing facilities management are also made.
Ascending separate stairways to marketing heaven (or careful with that axiom, Eugene!)
Authors: Mayer Richard , Job Kate , Ellis Nick
Published: April 2007

The last decade has seen much soul‐searching within the Marketing Academy as it struggles to address what Brown has described as the discipline’s “mid‐life crisis”. Magee terms this tendency “metanoia” and observes that no less a work than “Dante’s Inferno begins with lines that refer to it”. He notes how people reaching this point often “turn in on themselves, and perhaps turn towards religion”. It is with this “metanoid” perspective on marketing theory that the authors of this piece present two possible paths to epistemological paradise; one route representing an inward re‐evaluation and the other more of an outward exploration. Two of the authors combine to take an axiomatic approach to rediscovering the celestial citadel, whereas the third has forsaken the fundamentalist fortress. In his, the second, sermon Brother Nick implores you to reject the foregoing calls to get back to basics, and instead, to embrace a more contemporary, critical orientation to “dat ole time marketing religion”.
The export mode decision‐making process in small knowledge‐intensive firms
Authors: McNaughton Rod B.
Published: April 2007

The choice of export mode is a key decision for firms entering foreign markets. The channel management and internationalisation literatures provide rationales for the selection of channel modes but offer little insight into the nature of the decision‐making process itself. There is a paucity of research that answers questions such as how long does it take to make a decision, is a formal plan prepared, and is advice solicited from external sources? This paper reports the results of a disk‐by‐mail survey that collected information on the export mode decisions of Canadian software firms. Managers of the responding firms most frequently reported that they made their decision quickly and by intuition, without the benefit of formal studies or consultation with outside experts. Further, the characteristics of the decision process have no statistically significant association with channel performance. The implications of these results for the theory and practice of export marketing are discussed.
A typology of Web site objectives in high technology business markets
Authors: McNaughton Rod B.
Published: April 2007

Examines Web sites of firms in high technology business markets, and identifies three categories of sites: image building sites, sales assistance sites, and integrated sites. This categorisation is derived from a content analysis of the Web sites of 150 members of the American Electronics Association. The motives for establishing a Web site, site objectives, the Web site planning process and methods of evaluating site effectiveness were investigated through e‐mail interviews with the people responsible for the Web sites in 28 firms. The results reinforce the importance of links from objectives through implementation, control and effectiveness/performance assessment.
Patronage motives and product purchase patterns: a correspondence analysis
Authors: Yavas Ugur
Published: April 2007

Examines patronage motives and product purchase patterns within the context of a mall. Specifically, determines: the relative importance consumers attach to a set of 24 patronage motives when choosing a place to shop; these shoppers’ purchase patterns of a set of 21 products; and inter and intra similarities/dissimilarities among motives and product purchase patterns. Managerial implications for mall administrators are discussed. Concludes that to enhance its appeal to variety seeking shoppers, the mall should monitor consumer buying trends and make necessary adjustments to its tenant mix. Amenities and center quality also need to be considered. Recommends further research of this type in other communities.
“Ba” as a determinant of salesforce effectiveness: an empirical assessment of the applicability of the Nonaka‐Takeuchi model to the management of the selling function
Authors: Bennett Roger
Published: April 2007

Heads of business‐to‐business salesforces in 113 large companies based in Greater London completed mail questionnaires designed to investigate the role of social and other informal gatherings in the exchange of salespeople’s knowledge of specific customers, selling methods, sales leads, lessons learned from past activities, etc. Respondents’ perceptions of these matters were cross‐referenced with,inter alia, the natures of companies’ knowledge management systems, organisational factors such as bureaucracy and the degree of centralisation within a firm, innovativeness, and the ability to accommodate change. The purpose of the investigation was to assess whether the Japanese concept of “ba” was an influential factor facilitating the Nonaka/Takeuchi tacit‐explicit‐tacit knowledge spiral within the sample businesses. It emerged that all four of the ba categories associated with the Nonaka/Takeuchi cycle (externalisation, socialisation, internalisation and combination) exerted a significant impact on one or more key dimensions of salesforce management.
Marketing accounting services: an inter‐country and ethical comparison
Authors: Mangos Nicholas C. , Lewis Neil R. , Roffey Bet H.
Published: April 2007

Analyses studies on the marketing practices of Australian, UK and Hong Kong public accountants and reviews the standards of professional conduct in each of the countries. Classifies the methods used for marketing these services and associates them with the prevailing accounting ethical codes, thus providing a means of identifying similarities and differences in marketing services arising from those ethical codes. States that these methods also provide a basis for inter‐country comparison. Concludes that professional ethical standards have an impact on marketing strategies and this is not reflected clearly in the literature on the marketing of services.
An algorithm for handling exceptional elements in cellular manufacturing systems
Authors: Ang David S.
Published: April 2007

The paper develops an algorithm for eliminating bottleneck parts in a cellular manufacturing setting. Bottlenecks are eliminated by determining the machine duplication pattern that minimizes total duplication costs. A unique feature of the algorithm is that it recognizes that under some conditions machine duplication costs can be minimized by increasing the number of machine cells. Examples of such situations are given.
Spreadsheets in business
Authors: Pemberton J.D. , Robson A.J.
Published: April 2007

The commercial spreadsheet is 21 years old and is now a commonplace business tool. To assess its impact on today’s modern business, this paper presents research based on a questionnaire survey of 227 respondents drawn from a range of business disciplines, and at various levels within their organisations. The results suggests that over 80 per cent are regular spreadsheet users, with Excel being the dominant spreadsheet. However, while its use in a variety of business applications is apparent, often only relatively low‐level features of the spreadsheet are utilised. Limited and inappropriate training persists and it is argued that unless this issue is embraced and appropriate resources channelled into developing expertise in this area, companies are unlikely to fully capitalise on the potential of the spreadsheet to encourage knowledge transfer and enhance workplace performance.
Globalisation and technology management in the Mexican food industry
Authors: Julieta Rodríguez‐Díaz Ariadna
Published: April 2007

The Mexican food industry (MFI) is now changing its procedures, in order to be more competitive not only in Mexico, but in other countries around the world. We propose a forecasting methodology to be used by the manager of technology (MOT) for the design of competitive advantages and strategies that drives MFI through globalisation and internationalisation. We selected the Delphi Model as our forecasting method, because this brings a clear and wide vision about the current situation of MFI and, based on this information, we judge how the future would be. We obtained the co‐operation of many experts in the food industry that brought us their expertise and knowledge about quality control, experimental design, project management, biotechnology and food analysis; they are from the UK, USA and Mexico. They answered a questionnaire regarding many aspects of MFI: social, cultural, political, economical, financial and technological; and the result was a consensus of ready‐to‐use strategies and competitive advantages of MOT.
Assessing the quality of computer print magazines: practitioners’ versus academics’ perceptions
Authors: Hsieh Chang‐tseh , Lu Ming‐te , Lin Binshan
Published: April 2007

Non‐academic information systems (IS) and information technology (IT) related magazines have been commonly used by the IS practitioners as main sources to obtain information about state‐of‐the‐art information technologies. These trade magazines are also useful to information systems faculties for keeping abreast of new developments in IT and for supporting teaching and research. This paper presents the results of a survey which solicited the perception of IS faculties regarding the relative quality and usefulness of the computer print magazines and provides lists of top‐ranked ones in support of teaching and research activities. Results of a similar survey for the practitioner are included for comparison. Reasons of deviation between the two results are analysed.
Efficiency improvement programme in a multi‐site production system: an overview
Authors: Marcello Pelagagge Pacifico
Published: April 2007

The paper presents results of a pilot programme aimed at efficiency improvement in a multi‐site factories system for automotive component production. Firstly, the company background has been outlined and main problems of the old manufacturing system have been examined. In order to increase competitiveness in global and turbulent markets a renewed organization approach has been proposed based on total manufacturing management and just‐in‐time methodologies. Improvements in set‐up and lead times, work in progress, material handling, product and process quality, environmental effects, have all been assessed, keeping a quite low project cost (around $4 million).
An empirical study of the anticipated consumer response to RFID product item tagging
Authors: Angeles Rebecca
Published: April 2007

Purpose

This empirical study of consumer/shopper response to radio frequency identification (RFID) product item tagging anticipates what is likely to take place in the retail marketplace. Using the theories of procedural justice/fairness, expected utility, and prior literature on personal privacy the purpose of this study is to use the survey method to measure consumer willingness to purchase RFID‐tagged product items within the Canadian context. Procedural justice/fairness is operationalized using the implementation of the Personal Information Protection and Electronic Documents Act (PIPEDA) enacted in Canada on January 1, 2004.

Design/methodology/approach

This study used the survey questionnaire method after the sample participants (N=381) were exposed to an experimental treatment. Students and faculty members of the Faculty of Business Administration, University of New Brunswick Fredericton, Canada participated in this study.

Findings

Consumers responded positively to the procedural justice concept using PIPEDA law in Canada. The less privacy sensitive group valued the specific RFID benefits, was willing to buy the tagged items to obtain specific benefits, was willing to pay more for these items, and was also less concerned about selected RFID issues.

Practical implications

Practical suggestions are given to retailers thinking of implementing product item RFID tagging to make their initiatives more successful.

Originality/value

This is one of the first empirical studies on the likely consumer response to product item tagging based on solid theoretical foundations.
Characteristics and impacts of ICT investments: perceptions among managers
Authors: Vehovar Vasja , Lesjak Dušan
Published: April 2007

Purpose

The purpose of this paper is to study the characteristics and impacts of information‐communication technology (ICT) investments as perceived by ICT managers.

Design/methodology/approach

The paper starts with an overview and a conceptualisation. The empirical part is based on a national RIS 2005 representative telephone survey (n=727) of companies in Slovenia. With respect to ICT developments the Republic of Slovenia, situated between Italy, Austria, Hungary and Croatia, is a typical (median) country of the European Union.

Findings

The size of ICT investments strongly determined the perception of ICT investments, but it had surprisingly little impact on its structure (i.e. hardware, software, education …). Satisfaction with ICT investments was relatively low, particular in small companies. One reason for this was the suboptimal implementation, particularly the lack of accompanying measures (e.g. education, organisational changes). The ICT investments brought considerable changes for the internal organisation and communication, but much less for the management. The clearest effect of ICT investments was the greater need to educate the employees.

Practical implications

More attention is needed to the accompanying managerial, communication, education and organisational measures of ICT investments, particularly in small companies.

Originality/value

The paper sheds light on the structure of seven components (hardware, software, telecommunications, education …) of an ICT investment (as perceived by ICT managers). Hardware is diminishing as a stand‐alone ICT component. The paper also exposes the problem of a relatively low level of satisfaction with ICT investments. It analysed the link between the size of ICT investments and the evaluation rating given by ICT managers.
Creating a Document Management System
Authors: Tarng Ming‐Yueh , Liu Han‐Yuh
Published: April 2007

Documentation has endowed us with the practice of putting all our
records into file folders with serial modes; thus the liability of
minding them is generated. We may try to shrink the space and to
minimize the labour of document keeping, but the performance of
information workers and the people beyond will significantly improve
only if we think of the documentation as a corporate fixed asset. As a
pioneer of computer‐based document management for the Taiwanese
Government, the Industrial Development Bureau (IDB) of the Republic of
China has enhanced its reputation owing to a high level of performance
and user satisfaction at low cost of a computer‐based document
management system (DMS). Describes some key issues and practical
experience on designing, measuring, and justifying a DMS with the
innovative use of information technology in the IDB′s case. Also
provides the steps for guiding decision‐making success and the process
flow chart for a DMS. These issues should provide guidance to develop a
DMS.
Analysis on property investment structure in China
Authors: Chengmao Sheng , Zhida Fang , Xiaohong Yu
Published: April 2007

Using the quantitative analysis method, this paper studies the property investment differentia in areas such as East China, Middle China and West China, as well as the characteristics of property investment based on the relevant economic index in different areas. After studies, the paper reveals the cause of formation for the property investment differentia in the areas and puts forward a lot of constructive suggestions on how the adjustment of property investment structure can meet the requirements of the recent economic restructuring in China and the ambitious strategy of developing the West China area.
Tenant participation and the management of public housing ‐ The Estate Management Advisory Committee of Hong Kong
Authors: Ming Yip Ngai
Published: April 2007

Hong Kong has developed one of the world’s largest initiatives of user participation in public service in the public rental housing sector. This paper analyses the development and the impact of such an initiative in tenant participation. Whilst the housing managers and tenant representatives were by and large receptive of such an initiative, tenants were in general more apathetic. Involving tenants in public housing management can also be perceived as a strategy of the landlord in bridging the gap between expensive paternalistic management and the legitimate expectation of the tenants. It can also be viewed as a measure to mitigate the internal conflicts within the Housing Department as a tool to enhance the effectiveness of the management service. Yet, recent development in the public housing sector in Hong Kong may bring fundamental changes in both the provision and management of public housing. This creates uncertainty regarding the further development of tenant participation.
The Landlord and Tenant (Covenants) Act 1995
Authors: Waterson Geoffrey
Published: April 2007

Outlines the details of the changes made to The Landlord and Tenant (Covenants) Act 1995. Examines principal provisions of the Act, i.e. those affecting new tenancies, and summarizes the reforms set out in sections 17‐20. Also briefly looks at further provisions, i.e. sections 9, 10, 12, 13. Concludes that the Act represents a compromise.
Today’s computer industry: facing major challenges
Authors: Herther Nancy K.
Published: April 2007

The past five years have seen irreversible changes in the computer and information industries. The last COMDEX trade show (Fall, 2002) reflects the emphasis on next‐generation computer technology, DIY setting‐up systems with consequent lower pay for the professionals, globalization, lower return on investment, stifling of innovation and creativity – all adding up to a depressing future for the industry.
Resource‐sharing roles and responsibilities for CISTI: change is the constant
Authors: Krym Naomi , VanBuskirk Mary
Published: April 2007

CISTI, a recognised leader in interlibrary loan and document supply activities both in Canada and internationally, is also a key player in resource‐sharing in Canada. This paper outlines the roles which CISTI has adopted in order to remain relevant to clients in the ever‐changing resource‐sharing arena.
A contribution to the serials and scholarly communication debate
Authors: Woodward Hazel
Published: April 2007

David Wood’s library career was spent entirely in the British Library. Over a period of several decades he made a significant contribution to the ongoing debate on serials and scholarly communication through research, conference presentations and publications. His main areas of interest included the role of national libraries in the serials information chain, use of serials literature, document delivery and grey literature. This article documents his contribution and examines further developments in these areas.
A quick guide to … Z39.50
Authors: Taylor Stephanie
Published: April 2007

Z39.50 is a standard that defines a protocol to support the searching and retrieval of information across networks. It is much used in libraries, working “behind the scenes” to enable complex searches and multiple database searches to be carried out by users in a user‐friendly way, where the complexity of search and retrieval is hidden from them. This guide offers an overview of the Z39.50, what it is, how and why it has been developed, how it works and where future developments might lead. In addition, the “Jargon buster” section contains definitions of the terms and acronyms associated with Z39.40, that can be confusing to the beginner. The “resources” section offers suggestions for further reading on the subject, to help in building on the basic overview offered here.
When a good standard development process fails
Authors: Jackson Mary
Published: April 2007

Purpose

The meeting on the international interlibrary loan communication standard meeting in Washington DC under the auspices of the Association of Research Libraries is described.

Design/methodology/approach

The article is based on comments and opinions regarding the failure of a good standard development process.

Findings

The difficulties of arriving at a consensus are identified and an analysis of the wider context of document delivery is suggested as a possible way forward.

Originality/value

This review is a useful source of information for librarians and others interested in good standard development.
Maurice Line: a personal and inevitably partial view
Authors: Enright B.J.
Published: April 2007

Purpose

An introduction to a book of papers by Maurice Line published in 1988.

Design/methodology/approach

Based on personal recollections and knowledge of the author.

Findings

A personal view of Maurice Line and his distinguished career.

Originality/value

Provides an personal insight into Maurice Line.
The “bigger deal” is OpenURL
Authors: Jackson Mary E.
Published: April 2007

Purpose

To provide a regular update on matters of interest to the interlending and document supply (ILDS) community.

Design/methodology/approach

Informal.

Findings

That there is a varied response to the impact of big deals on document supply.

Originality/value

Insights from senior practitioners in the USA and comment by a prominent player in the area.
Document delivery: the perspective of industrial information services
Authors: Ward Sandra E.
Published: April 2007

Managing the acquisition of journal articles against specific requests is part of the traditional portfolio of the industrial information service. In industry, holdings policies have always assumed that only journals with a high incidence of relevant articles should be held in‐house. Within the UK, the British Library’s Document Supply Centre is the dominant supplier and many organizations have developed electronic processing systems for streamlining request management. Industry is now being faced with an increasing choice of document suppliers ready to fax articles worldwide. At the same time the launch of products such as Chemical Abstracts’ SciFinder service offers the possibility of browsing from title through abstract to a full document at the desktop. The industrial information service in the late 1990s is now faced with the challenge of fundamentally re‐appraising the needs for document provision in a situation where, apparently, everything will be possible ‐ but not just yet.
Structural topology design with multiple thermal criteria
Authors: Li Qing , Steven Grant P. , Querin Osvaldo M. , Xie Y.M.
Published: April 2007

This paper shows how the evolutionary structural optimization (ESO) algorithm can be used to achieve a multiple criterion design for a structure in a thermal environment. The proposed thermal ESO procedure couples an evolutionary iterative process of a finite element heat conduction solution and a finite element thermoelastic solution. The overall efficiency of material usage is measured in terms of the combination of thermal stress levels and heat flux densities by using a combination strategy with weighting factors. The ESO method then works by eliminating from the structural domain under‐utilized material. In this paper, a practical design example of a printed circuit board substrate is presented to illustrate the capabilities of the ESO algorithm for thermal design optimization in multiple load environments.
Analysis of shear flexible beams, using the meshless local Petrov‐Galerkin method, based on a locking‐free formulation
Authors: Cho J.Y. , Atluri S.N.
Published: April 2007

The problems of shear flexible beams are analyzed by the MLPG method based on a locking‐free weak formulation. In order for the weak formulation to be locking‐free, the numerical characteristics of the variational functional for a shear flexible beam, in the thin beam limit, are discussed. Based on these discussions a locking‐free local symmetric weak form is derived by changing the set of two dependent variables in governing equations from that of transverse displacement and total rotation to the set of transverse displacement and transverse shear strain. For the interpolation of the chosen set of dependent variables (i.e. transverse displacement and transverse shear strain) in the locking‐free local symmetric weak form, the recently proposed generalized moving least squares (GMLS) interpolation scheme is utilized, in order to introduce the derivative of the transverse displacement as an additional nodal degree of freedom, independent of the nodal transverse displacement. Through numerical examples, convergence tests are performed. To identify the locking‐free nature of the proposed method, problems of shear flexible beams in the thick beam limit and in the thin beam limit are analyzed, and the numerical results are compared with analytical solutions. The potential of using the truly meshless local Petrov‐Galerkin (MLPG) method is established as a new paradigm in totally locking‐free computational analyses of shear flexible plates and shells.
Thermal optimisation in the sand casting process
Authors: Lewis R.W. , Manzari M.T. , Gethin D.T.
Published: April 2007

The general procedure of thermal optimisation in the sand casting process is addressed. Various aspects of design including the size and position of feeders and chills are discussed and practical approaches are presented to search for optimum design configurations. An algorithm is also presented for finding the optimum size, position and number of chills in a sand casting process. The presence of the chill(s) in the casting configuration is simulated using a one‐dimensional heat conduction model and proper inter‐facial heat transfer coefficients. The method is efficient as all computations are carried out on the same grid and there is no need for re‐meshing due to re‐sizing or re‐positioning of the chills. A finite element thermal analysis module is linked to a commercial optimisation tool to search for the optimum set of design variables and a computationally efficient sensitivity analysis method is introduced. Three sand casting test cases are solved to validate and demonstrate the optimisation procedure and these show its use to determine the optimum size, location and number of feeders and chills on a section through a casting.
A practical hybrid interior error estimator for localized h‐adaptive FEA
Authors: Reddy J.N. , Mukherjee S.
Published: April 2007

A practical method for localized h ‐adaptive error estimation is presented based on interior estimates of the Galerkin solution. A previously published hybrid interior error estimator is revisited here and proper bounds are established. It is shown that in the present form of the estimator both the local accelerated convergence and the global superconvergence properties are maintained. The estimator is based on energy norms and all the computations are based on groups of connected elements. The resulting form of the estimator is shown to be simpler and more amenable to computational implementation than the previous one. Two plane elasticity problems are chosen as examples and both structured and h ‐adaptive global initial meshes are considered to compute the convergence characteristics of the solution in a few preselected zones. The solutions are benchmarked against conventional global h ‐adaptive superconvergent error estimators.
Key to key account management: relationship (guanxi) model
Authors: Wong Y.H.
Published: April 2007

Key account management has been increasingly important in international markets. Key account programs differ considerably across countries and firms but all organizations have to decide how to identify their own major accounts and how to organize for effective relationship building with them. The purpose of this article is to assist organisations to determine the positioning of their major customer relationships so as to formulate key account relationship marketing strategies and implement them effectively in China and other Asian countries. A key account relationship model is described, with an empirical survey on the measurement components of the model. Also, conclusions about the research questions are given in the form of various perspectives and perceptions. Finally, a summary of both theoretical and practical implications for business practice and applications is presented.
Case study: service quality, business process re‐engineering and human resources: a case in point?
Authors: Newman Karin , Cowling Alan , Leigh Susan
Published: April 2007

Features a case study of a major bank which aimed to achieve corporate transformation and a dramatic improvement in service quality. The links between service quality, customer satisfaction and corporate profitability in UK banking are outlined in order to set in context the many quality improvement initiatives undertaken by UK retail banks in recent years. Business process re‐engineering has proved to be the most popular of service quality initiatives but most have been limited to single processes rather than corporate transformation as portrayed in the case study. The five‐year corporate transformation programme focuses on employee communications, the redesign of work, recruitment and reward processes and the introduction of consumer research‐based national quality standards. The bank was rewarded for its efforts, coming top for three consecutive years in the Which? service quality surveys and, according to its own data, which contributed to a rise in customer satisfaction and customer retention at a time of declining employee satisfaction. Future developments in service quality segmentation and a working definition of service quality are proposed.
Enhancement and evaluation of pattern recognition in control charts
Authors: Piplani Rajesh , Faris Hubele Norma
Published: April 2007

Pattern recognition applied to control charts centers around the development and assessment of automated algorithms for detecting non‐random or unnatural patterns in observations collected from a production process. The work presented here marks the first examination of enhancements to an existing algorithm, of investigations into sensitivity analysis issues, of development of standard performance metrics, and of a comparative performance with the traditional Western Electric Run tests. The simulation results of the research presented here indicate that the modified algorithm performs markedly better than the original algorithm, is only slightly sensitive to the selection of the user specified algorithm parameters, and competes favorably with the Western Electric Run Tests especially when detecting repetitive patterns like cycles.
Teams and TQM
Authors: Yukongdi Vimolwan
Published: April 2007

A survey of Australian and Thai employees was conducted in organisations implementing total quality management (TQM) to examine the effects of membership of teams on participation and positive attitudinal outcomes. MANOVA was employed to test for differences between team members and non‐members on perceived influence, skill utilisation, satisfaction with participation, job satisfaction, and positive attitudes toward consultation. The results indicated that, in the Australian sample, operators who participated in teams were more satisfied with participation, while professionals who were team members perceived a higher level of influence than non‐team members. In the Thai sample, operators who participated in teams reported a higher level of skill utilisation and satisfaction with participation than non‐team members, but reverse effects were found on perceived influence for Thai professionals. In general, the effects of team membership were more positive for lower‐level employees than for professional/technical staff in both countries.
Determination of reliability of ceramic cutting tools on the basis of comparative analysis of different functions distribution
Authors: Daiic´ Predrag
Published: April 2007

By the application of statistical methods, following the breaking down of cutting tools in the phase of real exploitation, it is possible to determine the theoretical distribution, which is best for the approximation of experimental data. In the course of this we meet mostly the following theoretical distribution: exponential, hyper‐exponential, normal, logarithmic normal, Weibull’s, Raleigh’s, gamma and Gumball’s or extreme (minimum or maximum) value of type I. Using the determined procedures it is possible to choose suitable theoretical distribution. Gives an algorithm and an example of the reliability of the ceramic cutting tools for turning of steel 20CrMo5, which in the best way approximates experimental data on the basis of comparative analysis.
Integrated process control
Authors: Luis Duarte Ribeiro José , Schwengber ten Caten Carla , Fritsch Celso
Published: April 2007

Presents a new procedure for quality control and quality assurance in scenarios where several variables and attributes have to be monitored. The proposed procedure, named integrated process control, begins with the definition of control stations on the production line, where a single chart that aggregates several variables and attributes is used. This procedure is complemented by using Pareto charts, which determine the quality characteristics contributing the most to the number of defectives. The integrated process control also uses traditional control charts; however, these are used selectively following the indication of the Pareto charts. The joint use of these tools facilitates the identification and solution of quality problems, allowing the improvement actions to be taken at the right time and place. The key advantages of the proposed procedure are: the ability to handle variables and attributes on a single integrated chart, the statistical approach, providing a solid basis for decision making, and the strong managerial appeal provided by the integrated charts.
Influence of ISO 9000 certification on the progress of Spanish industry towards TQM
Authors: Escanciano Carmen , Fernández Esteban , Vázquez Camilo
Published: April 2007

ISO 9000 certification adds to the fact of being a management tool, source of competitive advantages, its potential to stimulate the advance of industry towards TQM. Many studies have been published that seem to confirm this, but a close review of available publications has allowed us to detect the absence of such an investigation in Spain. That is why an empirical work has been planned, its main goal being to analyse how relevant certification may be in the progress of Spanish companies towards TQM. Mail surveys were carried out on 3,864 certified organizations; 749 (19.4 per cent) responded. The answers of participating companies reflect that although certification leads to a basic quality level, it is also true that it generates a degree of steadiness and a constant demands for updatinh and adaptation of the system it is based on, transforming it into a perfect foundation for more advanced quality practices.
Environmental managers and departments as driving forces of TQEM in Spanish industrial companies
Authors: Ángel del Brío Jesús , Fernández Esteban , Junquera Beatriz , José Vázquez Camilo
Published: April 2007

The integration of environmental responsibility in the organisational structure of companies means granting an increasing relevance to this area. They have a manager in charge of the area or a department dedicated exclusively to it, which should redound to the achievement of increasingly higher effectiveness of the environmental programs. The objective of this paper is to judge the level of development of environmental management systems and their relation to the importance companies attach to the environmental area in their organisational chart. We show that as companies advance in their environmental behaviour they attach more importance to this area in their organisational structure.
Training and scoring accuracy of organisational self‐assessments
Authors: Coleman Garry D. , Patrick Koelling C. , Geller E. Scott
Published: April 2007

This paper addresses the problem of using accuracy index values based on the squared difference between participant scores and true scores, the D2 index, at the practical level. It clarifies ambiguity existing in the literature regarding the use of these index values to evaluate the scoring accuracy of human raters (evaluators). The paper critically investigates the effect of frame‐of‐reference (FOR) training on improving the accuracy of third‐party evaluators’ scores for organisations, such as those going through the Malcolm Baldrige National Quality Award (MBNQA) self‐assessment exercise. It discusses a case study where 90 individual participants took part. The scores of these participants were recorded before training was given to them (no training) and after receiving FOR training. The study showed that providing FOR training has an effect on improving the elevation accuracy index (p < 0.05) in five of the seven categories used in this exercise. An observed leniency effect was also reduced. However, no improvement in the DA was observed. Thus, the evaluators’ ability to assign an accurate overall score was improved, while the ability to discriminate between relative strengths and weaknesses did not show improvement. This implies evaluator training, particularly for heterogeneous pools of volunteers like those of corporate and state and local quality awards, should include more content on the performance dimensions.
Quality Improvement Practices in Korea, New Zealand and the USA
Authors: Adam Everett E. , Corbett Lawrence M. , Ho Rho Boo
Published: April 2007

Considers the approaches to quality improvement undertaken by
organizations in Korea, New Zealand and the United States of America.
Relates alternative quality improvement approaches to actual operating
and financial performance. Productivity improvement approaches were also
investigated and related to performance. Multiple quality and
productivity interventions were correlated with eight actual quality,
three productivity, and three financial performance measures. Results
indicate that a specific profile of quality and productivity improvement
approaches was significantly related to performance. The results varied
in the different countries, but no country achieved significant
correlations with all measures. The profiles varied, depending on
whether organizations in the various countries were most interested in
performance quality, productivity improvement, or financial performance.
Discontinuous change in the New Zealand police service – A case study
Authors: Duncan Michael , Mouly Suchitra , Nilakant V.
Published: April 2007

In a country that has experienced over 15 years of politically driven change, the New Zealand Police Service (NZP) is now in the midst of an ambitious change programme called Policing 2000 (P2). Challenging traditional policing assumptions, P2 is a total quality management (TQM) approach that seeks alignment with an increasingly service orientated public by utilising state‐of‐the‐art technology and strategic management practices more akin to the private sector. Reports on an exploratory case study that investigated individual anticipatory reactions to organisational change. The findings provide insights into the factors necessary for the implementation of a discontinuous change programme; namely alignment of vision, culture and implementation.
Examining the impression management orientation of managers
Authors: Palmer Richard J. , Welker Robert B. , Campbell Terry L. , Magner Nace R.
Published: April 2007

The motive to manage impressions has been broken down into protective and acquisitive orientations. A protective orientation exists when an individual is concerned primarily with encountering disapproval, rather than approval, from the relevant audience. An acquisitive orientation exists when an individual is concerned primarily with obtaining approval from the audience. This study tests the proposition that organizational managers have primarily an acquisitive orientation. The affective sentiments of 95 international middle‐ and upper‐level business managers toward their organization, its leaders, and its business control mechanisms were compared with their perceptions of the acquisitiveness and protectiveness of their work environment. The results indicate that affective sentiments of managers are correlated with the acquisitiveness, but not the protectiveness, of the work environment, supporting the notion that managers have primarily an acquisitive orientation.
Control and accountability: from hanging chads to the US presidential election
Authors: Doost Roger K.
Published: April 2007

The fiasco of the 2000 US presidential election and the uproar that ensued with the millions of dollars in legal costs for both sides point to serious problems in the election process. No reputable company would tolerate such mishaps or could hope to survive such turmoil. Governments, however, have a way of procrastinating and surviving in spite of such gross incompetence. It is ironic that the USA, where so many technology‐related firms flourish, would use such antiquated and unreliable voting machines. It is also curious how different counties are allowed to use a set of haphazard and non‐uniform forms and instructions in voting, such as those used in Florida in particular. It is also a note of utmost concern that the judicial process which is supposed to serve as a watch‐dog over politics and partisanship has also become a tool in high‐powered political squabbling. Lays out the scenario and explains how a business entity would have approached such a problem through the use of internal and external auditors, managers, accountants, and system designers.
The lawyers’ perceptions on overseas incorporated companies listed in Hong Kong
Authors: Chan Siu Y. , MacNeil Iain , Lau Alex K.L.
Published: April 2007

The phenomenon of the majority of the companies listed in Hong Kong (HK) but incorporated overseas (OLCs) has caused a widespread concern among investors from all over the world as well as the policy makers in HK, the United Kingdom and China. However, no empirical study has attempted to find out why these OLCs did not incorporate in HK. This study aims to investigate this issue. We conducted a survey with a sample of HK lawyers advising OLCs. The results suggest that the main attractions for OLCs to list in HK were the absence of exchange control and its sound legal system. The main objective for these OLCs to list in HK was to raise capital. It is also found that the subjects considered the overall contribution of OLCs towards the success of the HK stock market as more important than the contribution of the Hong Kong Stock Exchange to the success of OLCs. Further, the respondents, on average, seemed to be marginally satisfied with the existing HK laws and regulations governing OLCs. Simplicity in these laws and regulations and the reasonable listing requirements were identified as the two most satisfying areas, whereas transparency was singled out as the most unsatisfying area. The implications of these results are discussed in this paper.