bluuebunny/crossref_metadata_2025 huggingface dataset:
A stable algorithm for void growth and nucleation in transient, elasto‐plastic analysis of plate bending
Authors: McDermott P.M. , Kwon Y.W.
Published: July 2002

An algorithm for stable transient solutions was developed for a non‐linear constitutive model for void growth and nucleation with elasto‐plastic deformation of plate structures under bending loads. The Gurson model was used for void growth and plastic deformation. The constitutive model was incorporated into a plate element which includes both transverse shear and normal deformations. Numerical examples were provided to test the algorithm and to show the effects of the transverse normal deformation and void on plastic strains in plate structures.
Effects of frequency and amplitude of oscillation on low Reynolds number pulsating flow in a circular pipe
Authors: Chan W.K. , Lee S.L. , Liu C.Y.
Published: July 2002

This paper presents studies on low Reynolds number pulsating flow in a circular pipe. The Navier‐Stokes equations expressed in terms of primitive variables on a clustered staggered grid were solved. A block tridiagonal algorithm coupled with cyclic reduction techniques was used to reduce computation effort. The effects of frequency on the amplitude of the fluctuating axial velocity are confined mainly to the wall region. The effects due to changes in frequency parameter are insignificant near the inlet region. The amplitude of pulsating axial velocity changes from inlet to the fully developed region by about 10% whereas for the time mean velocity, the amplitude almost doubles. It was observed that flow reversal begins at the pipe inlet section when the amplitude of oscillation is equal or greater than 1.0 and in the developing region, flow reversal would occur when the amplitude factor is greater than the critical amplitude factor.
Evaluating international markets
Authors: Wood Van R. , Robertson Kim R.
Published: July 2002

Reports the results of a study of experienced exporters and their perceived importance of various types of foreign market information relevant to target market selection. In general, findings indicate that information related to market potential is most highly valued, and information related to culture is rated least important. Differences in perceived importance ratings across types of industry, country of destination, and type of export transaction are examined and implications for exporters, export facilitators, and government agencies are presented.
The role of store image in retail internationalisation
Authors: Burt Steve , Carralero‐Encinas Jose
Published: July 2002

Argues that for many retailers, competitive advantage in the home market has been based upon the development of strong store and corporate images as retailers strive to develop themselves as brands in their own right. The construction of store image, comprising both tangible and intangible dimensions, compounds problems of moving into international markets – as consumers in the host environment are less familiar with the intangible dimensions of image, which have been built up over time with exposure to the retail company. Retail companies therefore need to fully understand the importance of image in competitive positioning and the components of store image before attempting to replicate this image and positioning overseas. Explores these issues with reference to Marks & Spencer and the company’s entry into the Spanish market. A survey of customer perceptions of a range of store image attributes in the UK and Spain, reveals differences and similarities in perceptions, which must be managed if a standardised position is to be sought in the host market.
Marketing inside the dragon, despite China′s bureaucracy
Authors: Shao Alan T. , Herbig Paul
Published: July 2002

As more businesses invest in China, there will, of course, be
increased marketing opportunities there. But while China′s current
government continues to encourage foreign investment, the future holds
some political uncertainties. This vast country has the opportunity to
become a supereconomic power, but its government must lead the way, and
not scare off potential investors.
Tourism marketing ethics: an introduction
Authors: Wheeler Marion
Published: July 2002

Discusses the nature of the tourism product, the paradoxes which
occur with its development and the role that ethics can play in the
marketing of the tourism product. Green tourism is analysed as a
response by the industry to ethical considerations – it being
promoted as more socially responsible. Concludes that ethics are
implicit in tourism marketing and revolve around effective segmentation,
communication of appropriate destination messages and realizing the
fragility of the environment. However, tourism marketing ethics must now
be explicitly debated if the longevity of the tourist resource is to be
retained.
Jitex: a case study of apparel marketing in the Czech Republic
Authors: Loker Suzanne
Published: July 2002

As Czech apparel and textile firms have moved towards privatization
following the 1989 revolution, they have reduced their dependence on the
state‐owned export organization, Centrotex, and they have introduced
in‐house marketing activities, departments and strategies. Discusses the
evolving marketing strategies at Jitex, a major formerly state‐owned
vertical knitting firm. Jitex employs 3,000 people and produces knitted
underwear, T‐shirts, jogging suits, and bathrobes. To strengthen their
export and domestic market position, Jitex responded with product
development, pricing, distribution and promotional strategies in the
transforming economy. These included the introduction of
computer‐assisted design, fashionable screen printing and appliqued
knits, cotton/lycra knits and a new shrinkage finishing process. Jitex
also consolidated domestic retail channels and established Western
export markets. Concludes that Jitex′s size and lack of marketing
structure and experience appears to be a disadvantage. However, apparel
marketing strategies adopted by Jitex, such as capital investment for
product development, fewer CMT (Cut, Make, Sew) orders, and
identification of volume and Western customers, position Jitex for a
successful future.
A typology of distribution channel systems: a contextual approach
Authors: Kim Keysuk , Frazier Gary L.
Published: July 2002

The channels literature lacks a classification scheme for channel systems which can provide insights to their development and management. Consideration of the channel context is essential in marketing products or services in foreign markets. Develops a new taxonomy of channel systems based on three channel contextual factors ‐ environmental uncertainty, value‐added in the downstream channel, and replaceability of suppliers ‐ and discusses each cell in terms of the level of interfirm commitment. The new taxonomy shows that the behavioural process varies with the channel context and high commitment between channel members is appropriate only in certain channel contexts.
Product strategies of European and Japanese multinational firms in the US market: an empirical investigation
Authors: Murray Janet Y.
Published: July 2002

A survey of US‐based European and Japanese multinational firms, examining: the similarities and differences in product strategies used by these firms, and the relationship of their product strategies to a product’s sales growth rate in the US market. Shows that Japanese multinational firms used a higher level of specific assets, transaction frequency, process innovation, and crucial component sourcing internally than their European competitors. Furthermore, a product’s sales growth rate was positively related to the degree of product innovation, process innovation, and crucial component sourcing internally.
Strategic and performance issues associated with mode of entry substitution patterns
Authors: Okoroafo Sam C.
Published: July 2002

Investigates the determinants, decision process, and performance of mode of entry substitution patterns used by multinational firms. Based on past research, two paths (incremental and non‐incremental/zigzag) for adopting entry modes in foreign product markets were conceptualized. Responses primarily via mail survey from executives of 77 Canadian and 108 US manufacturing firms verified usage of the conceptualized paths. Further, it was found that executives do preconceptualize their substitution pattern and that such preconceptualization is useful in strategic planning. Also, the executives identified choice variables critical to each pattern choice and some significant path discriminators. Finally, executives are satisfied with the performance of their chosen substitution paths.
Internationalization of domestic product life cycles
Authors: Jacobs Laurence W. , Wills James R. , Coskun Samli A. , Bullard William R.
Published: July 2002

Presents the results of research designed to measure the effects of the internal organizational source of change, the external environmental source of change, overseas production and sourcing, and R&D investment in new products on the rate of change in international product life cycles. Offers a model of the effects based on a review of both international and domestic literature and tests this model by confirmatory factor analysis. The results show that the internal organizational source of change and the external environmental source of change have a positive effect on the speed of change of international life cycles. Overseas production and sourcing as well as R&D investment in new products have a slight negative effect on the speed of change of international life cycles.
Achieving acceptable advertising
Authors: Harker Debra
Published: July 2002

Advertising is the most visible element of modern marketing, however it is often accused by its critics of being intrusive and pervasive, and neither of these accusations can be refuted by a worldwide industry which spends billions of dollars each year reaching and persuading its target markets through daily bombardment of hundreds, if not thousands, of advertisements in most developed countries. In this article a conceptual framework of “acceptable advertising” is presented, discussed, and used to analyse the regulation of advertising in five countries around the world. The exercise succeeds in enhancing our understanding about how to improve the acceptability of advertising in contemporary societies.
Behavioural aspects of international buyer‐seller relationships: their association with export involvement
Authors: Leonidou Leonidas C. , Kaleka Anna A.
Published: July 2002

This article reports the findings of a study investigating the association of the atmosphere governing buyer‐seller relationships in international markets with the company’s involvement in export business. Based on a sample of 100 export manufacturers from Cyprus, the study first classifies firms in three homogeneous groups using 15 clustering criteria of export involvement. It then identifies the underlying dimensions of ten behavioural factors describing the working relationship between exporters and their import customers. Finally, it traces differences in the relationship atmosphere according to the company’s involvement in export markets. Overall, the study revealed that the more a firm is involved in exporting, the more likely its relationships with overseas customers are to be characterized by greater resource and personnel commitment, more communication sufficiency, higher levels of cooperation, substantial partnership dependence, excessive levels of trust, and stronger feelings of satisfaction with both financial and behavioural performance. Certain theoretical and practical implications are derived from the study findings, as well as directions for further research.
Corporate philanthropy in France, Germany and the UK
Authors: Bennett Roger
Published: July 2002

Mail questionnaires were distributed to corporate donors in France, Germany and the UK in an attempt to ascertain the extents to which European businesses applied commercial principles to the management of their philanthropic activities. Substantial commercial orientation towards the corporate philanthropy (CP) function was observed among firms in all three countries, especially France. Majorities of businesses in the three samples located responsibility for CP in a marketing or public relations department, and large majorities of French and German respondents stated that CP was considered when drafting marketing plans. Significant differences in national approaches to the management of CP emerged in a number of areas: objective setting, centralisation of CP decision taking, use of external advisors, evaluation, and the degree of integration of CP into a company’s marketing communications mix. In general, respondents reported favourable perceptions of the contributions that CP could make to marketing communications.
Market segmentation in the Indonesian banking sector: the relationship between demographics and desired customer benefits
Authors: Alfansi Lizar , Sargeant Adrian
Published: July 2002

The recent economic turmoil in Indonesia has hit the financial service sector hard. Consumer confidence in banks is low and institutions are having to work harder than ever to recruit and retain their customers. In this article the potential for banks to utilize benefit segmentation to assist them in this context is explored. It will be argued that for benefit segmentation to offer any real utility in this context, a link must be found between benefits and general observable characteristics, such as demographics. To ascertain whether such a link exists, a primary study of 1,000 individuals was conducted in the city of Bengkulu, Southwest Sumatra. As the results will show, while discrete bundles of benefits were identified, they would appear generally unrelated to consumer demographics.
Measuring perceived service quality using integrated conjoint experiments
Authors: Oppewal Harmen , Vriens Marco
Published: July 2002

Proposes the use of integrated conjoint experiments to measure perceived service quality. It also demonstrates the process of modelling the hierarchical relations between operationally defined service attributes, strategically relevant service dimensions, and overall preference for banks or banking products. The proposed method, which is based on hierarchical information integration theory, avoids some of the limitations and problems of SERVQUAL and traditional conjoint analysis. The approach is demonstrated with an application to retail banks involving four service dimensions and 28 attributes. Conclusions are drawn about which dimensions and attribute changes will yield the strongest improvements in a bank’s utility and competitive position. The paper ends with a discussion of topics for further research.
Industry in transition: corporate identity on hold?
Authors: Melewar T.C. , Bains Narinder
Published: July 2002

Banking has not been caught off guard by the speed of change within the industry brought about by Internet banking. In fact, the combination of the speed and direction of change has acted as a catalyst for a new era in financial services. This paper considers what impact this has for the corporate identities of the companies concerned, whether existing banks can leverage their corporate identity to obtain sustainable competitive advantage and whether new entrants in the financial market will be able to woo new customers.
The usefulness of the APR for mortgage marketing in the USA and the UK
Authors: Buch Joshua , Rhoda Kenneth L. , Talaga James
Published: July 2002

Regulators in the UK and the USA recognize the need to assist borrowers that face a huge number of mortgage products with a multitude of fee combinations offered by a large number of lenders. For over 25 years they attempted to make the mortgage selection process more borrower‐friendly but, for many reasons, the efficacy of the chosen comparison tool, the Annual Percentage Rate (APR), is questionable. Because many consumers are either unwilling or unable to make price comparisons between mortgages based on the APR, we suggest replacing the APR with a new measure called the Annual Effective Rate (AER). The AER is based on the actual length of time the borrower expects to maintain the loan and the assumption that all up‐front loan costs are financed. In addition, we suggest that this comparison rate only be presented for true fixed‐rate loans and that all up‐front cost categories that are used in computing the AER be standardized.
Selling Financial Services to the Affluent
Authors: Shultz Clifford J. , Prince Russ Alan
Published: July 2002

Examines factors that predict the successful sale of financial services
to affluent investors. Reports on a study in which data were collected
using a new set of scales that measure traits, selling strategies, and
compliance‐gaining tactics. Results suggest that these tactics, called
“infotainment”, are used by effective relationship managers to sell the
services of financial service institutions to various, geographically
diverse, affluent investors – a population that has received little
attention in the selling, sales management, and bank marketing
literature. Suggests that the study makes a contribution, because of the
size and representativeness of this unique sample, and its recognition
and assessment of some of the critical factors that affect the selling
process. It also determines several significant and meaningful
relationships. Discusses practical applications and future opportunities
for research.
Mapping Customer Segments for Personal Financial Services
Authors: Harrison Tina S.
Published: July 2002

Driven by changes in the regulatory environment and pressures on product
profitability, market segmentation is increasing in importance as a
competitive weapon. However, still too much emphasis is being placed on
descriptive studies which do not sufficiently explain differences in
financial services consumer behaviour. Reports the results of a
qualitative study which attempts to offer a more detailed explanation of
financial services consumer behaviour. Investigates consumer‐perceived
knowledge, confidence and level of involvement in dealing with financial
services, and analyses the impact of these factors on financial services
usage. Four segments are identified (Apathetic Minimalists, Capital
Accumulators, Cautious Investors, and Financially Confused) which differ
in terms of their financial services usage. The results also suggest
that consumer‐perceived knowledge and confidence have an impact on the
level of potential profitability which can be expected from the segments
identified. Further work is being conducted to substantiate this
evidence.
Customers′ Risk Perceptions of Electronic Payment Systems
Authors: Ho Simon S.M. , Ng Victor T.F.
Published: July 2002

One reason for the slow adoption rate of Electronic Fund Transfer at
Point‐of‐Sale (EFTPoS) is that consumers perceive that EFTPoS has a
higher level of risk than other traditional payment methods. Makes use
of a concept in consumer behaviour and perceived risk to study the
differences of consumers′ risk perceptions among alternative payment
methods and whether these perceptions will be affected by the size of
purchase and EFTPoS usage experience. The major findings are: (1) EFTPoS
has the lowest physical risk and highest financial risk, the credit card
has the lowest psychological risk and highest time loss risk, while cash
has the highest physical risk and lowest performance risk; (2) Physical
risk, financial risk and time loss risk for cash payment are
significantly higher when the purchase is large, while performance risk
for EFTPoS and credit card payment is significantly higher when the
purchase is small; and (3) users of EFTPoS have a significantly higher
level of perceived financial and time loss risk than non‐users, while
non‐users have higher level of psychological risk. The overall finding
is that the risk profile of EFTPoS is similar to that of the credit card
but significantly different from cash.
The profitability of bancassurance for European banks
Authors: Bergendahl Göran
Published: July 2002

Develops principles for banks that want to evaluate the
distribution of life insurance as well as non‐life insurance products
and identifies key factors for profitability. Analyses the costs of
training personnel, the costs of computers and communication, the fixed
and variable sales costs, and the costs of administration including
customer service. These costs have to be covered by direct benefits in
terms of commissions and indirect benefits in terms of more faithful
bank customers. Then estimates the profitability of the distribution
through a branch network. Develops a model to calculate the
“break‐even” sales volume. Identifies five key factors: the
number of branches; the number of specialists per branch; the number of
customers to the bank; the cross‐selling ratio; and the reduction over
time in costs of selling and administration. Gives two examples from the
banking sector.
Predicting automated teller machine usage: the relative
importance of perceptual and demographic factors
Authors: Rugimbana Robert
Published: July 2002

In this study of usage of a retail banking service innovation,
users and non‐users of automated teller machines (ATMs) are profiled in
terms of demographic and perceptual variables. The main purpose of the
study was to discriminate users from non‐users, using the demographic
variables of respondents and their perceptions of ATM attributes in
order to assess the relative importance of these predictor variables.
The study which is based on a survey of 430 retail banking consumers,
found that perceptual variables were far more successful as predictors
of ATM service usage than respondent demographic variables.
Credit unions and banks: turning problems into opportunities in personal banking
Authors: Turner W. John
Published: July 2002

Examines the changes that have taken place in personal banking in the 1980s and 1990s in the UK and the impact that these changes have had on the C2D market segment. Suggests that, following efforts to attract such customers in the early and mid‐1980s, the banks have been following a strategy of de‐marketing to these customers in the late 1980s and 1990s. Suggests that this strategy may be misguided. Draws parallels with recent developments in food retailing which would suggest that new banking concepts are needed rather than neglect or abandonment of market segments. Examines the development of credit unions in the 1980s and 1990s. These provide an alternative banking concept which is successful and well liked by its members but which in the UK (unlike other developed countries) has yet to achieve a significant foothold in the mainstream financial services marketplace. Suggests that bringing closer together the clearing banks and the credit union movement could form the basis of a new banking concept, with benefits for all parties.
Marketing and investment banking I: practical and theoretical challenges
Authors: Turnbull Peter W. , Moustakatos Theofanis
Published: July 2002

Examines the marketing of investment banking services and reviews critically the theoretical frameworks provided by the literature in the marketing of services field. Based on research interviews with 12 London‐based investment banks, discusses current marketing practices and identifies the critical marketing management issues facing the industry. Suggests a theory of marketing of investment banking services to guide the analysis of marketing practice.
Benefit segmentation by factor analysis: an improved method of targeting customers for financial services
Authors: Singh Minhas Raj , Jacobs Everett M.
Published: July 2002

Banks and building societies typically focus on geographic, demographic, socio‐economic, and psychological characteristics to segment the market for financial services, although these are not efficient predictors of future buying behaviour. To correct this shortcoming, benefit segmentation by factor analysis has been used for the first time to group building society customers in relation to their particular attitudes and behaviour. Identifies eight benefits (listed in order of their popularity): personal service, investment, limited banking, accessible cash, cash card, advice, money management, and full banking. Incongruities between certain of the benefits, and the differing customer profiles for each benefit segment were analysed. Makes suggestions on how building societies and banks could use benefit segmentation to improve the effectiveness and efficiency of their marketing strategies.
Customer information systems and competitive advantage: a case study of a top ten building society
Authors: Dawes Jillian , Worthington Steve
Published: July 2002

The harsh market environment has led to fierce levels of competition within the personal financial services sector, where banks, building societies and other providers of financial services have been criticized for offering sophisticated consumers undifferentiated products. With customer retention becoming increasingly significant for institutions within the sector, strategies which provide them with competitive advantage are becoming of paramount importance. Examines how one large building society is responding to the demands of an oversupply of financial services by developing a customer database in an attempt to improve its competitive position.
Service quality in the banking sector in an emerging economy: a consumer survey
Authors: Yavas Ugur , Bilgin Zeynep , Shemwell Donald J.
Published: July 2002

Reports on the results and managerial implications of a Turkish study which investigated relationships between service quality, and customer satisfaction, complaint behaviour and commitment. Concludes that the ultimate success of any service quality programme implemented by a bank can only be gauged by creation and retention of satisfied customers. The role of customer‐contact personnel in the attainment of these goals is of paramount importance. Therefore, in their efforts to deliver high quality services to their external publics (i.e. clients), banks should not ignore the specific needs of their internal publics, notably their customer‐contact employees.
Services considered important to business customers and determinants of bank selection in Kuwait: a segmentation analysis
Authors: Edris Thabet A.
Published: July 2002

Examines various segmentation analysis tools for bank marketing strategies. Aims to identify the relative importance of banking services to business customers’ needs, and to find out the true determinants of bank selection decisions. Profile analysis results revealed that Kuwaiti, non‐Kuwaiti, and joint business firms are significantly different in their perceptions of the relative importance of many services offered by Kuwaiti banks. Posits that the true determinants of bank selection decisions made by business customers are more likely to be a function of both the perceived importance of bank attributes and the differences among banks in a given region with regard to each of these attributes. Lists the most important factors which influence bank selection. Demonstrates by multiple discriminant analysis that “group membership” of business customer segments with different nationalities can be predicted on the basis of the determinants of bank selection decisions.
Seven best practices for creating a sales culture: transitioning from an internally‐focused, transaction‐oriented culture to a customer‐focused, sales‐oriented culture
Authors: Shemwell Donald J. , Yavas Ugur
Published: July 2002

Ninety‐four per cent of the bankers who responded to a recent survey think that establishing a sales culture is very important to their institution’s success, yet less than half had actually instituted even the most rudimentary reforms. This article outlines the reasons which make the transition to a sales culture imperative, describes the basic features of organizational culture in general and sales culture in particular, and presents seven best practices that facilitate the painstaking process of transition to a sales culture in banks. The strategies discussed increase sales per employee, improve cross‐selling to high‐value customers, and enable banks to focus on solving customer needs to the mutual benefit of both parties. It requires providing consistently excellent service quality and sales and customer interaction training for all boundary‐spanning employees.
The institutional stature of the retail bank: the neglected asset?
Authors: Lowe Andy , Kuusisto Jari
Published: July 2002

As structural changes, new market entrants, new technologies and increasing customer demands gather momentum, retail banks are under pressure to reduce their cost structures so that they can remain competitive. The banks are in danger of over reacting to these new pressures by neglecting the strategic value of their own institutional stature. Even though there is growing evidence that retail customers are not very happy with the services that banks deliver, customers still trust their banks as a safe and secure place to keep their money. They do so because of the bank’s institutional stature rather than their sophistication in customer service. The implications of this paper for both academics and practitioners are that many banks may be overlooking the importance of institutional stature as an important service differentiator and industry entry barrier.
Service quality in the banking sector: the impact of technology on service delivery
Authors: Joseph Mathew , McClure Cindy , Joseph Beatriz
Published: July 2002

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance‐performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.
Systems and relationships for construction quality
Authors: Barrett Peter
Published: July 2002

Argues, with evidence from a number of related studies, that in order to effectively manage quality in the construction project environment, firms need two things. First, externally orientated, flexible, quality improvement systems are required. Second, firms need a targeted approach to investing in key stable relationships in the supply network of which they are a part.
Contribution of quality management tools and practices to project management performance
Authors: Barad Miryam , Raz Tzvi
Published: July 2002

There is little empirical research that demonstrates a link between quality management practice and better project management performance. Some evidence to this effect is presented and analysed. Reviews two studies that examined the relationship between quality management practice and performance in two areas: manufacturing, and logistics. Next, data are analysed from a survey of project managers in the high‐tech and software industries in Israel. Finally, the results of the survey are integrated with those of previous work, and some insights regarding the contribution of quality management practices to project success are offered.
Quality assurance in small business organisations: myths and realities
Authors: Nwankwo Sonny
Published: July 2002

The past decade witnessed a remarkable growth in the number of small businesses in the UK seeking to implement formal quality assurance systems, principally the ISO 9000/BS5750. Based on two case studies, this paper examines the motivation for, processes and outcomes of quality assurance implementation using ISO 9000 framework in small business organisations in the UK. It notes that although quality management has gained momentum in this sector, the lack of strategic thinking and skills needed to embed a total quality orientation has often meant that the espoused benefits of implementing quality assurance schemes are not realised.
An alternative reliability evaluation of non‐homogeneous Poisson process models for software reliability
Authors: Chang Yi‐Ping
Published: July 2002

Non‐homogeneous Poisson process (NHPP) models, as the stochastic models frequently employed in reliability engineering, have been successfully used in the reliability study of software systems. The software reliability based on NHPP models was proposed by Goel and Okumoto. In general, the software reliability will increase along with the correction of the software errors. This idea gives rise to a hypothesis: extending the time on the software reliability test could result in obtaining a higher reliability. Nevertheless, the scheme was found to be discrepant for some NHPP models, which are utilized in the analysis. As this often occurs in practice, the reliability outcome could differ from its appropriate estimation when the test procedures are intentionally terminated prior to the end of the required testing time span. An “above average software reliability” is proposed in this paper to accomplish the inconsistency. Under the investigation of “average software reliability”, a higher software reliability can be achieved as long as the testing time increases. Also, in this paper, an optimal software release policy is proposed to explore the issue of compromising the expenses on software development and software reliability improvement.
Reliability of service systems and an application in student office
Authors: Gu¨nes Mustafa , Deveci Ipek
Published: July 2002

Service processes have different performance requirements than those of production processes because of their characteristics. In literature, a few studies can be seen in the field of reliability of service processes. Generally, reliability of service processes is taken into consideration in a verbal sense and regarded that “reliability is satisfied by delivering service to customers on time.” In this study, a procedure to determine the reliability of service processes is suggested and the procedure is applied in a student’s office.
A proposed framework for implementing TQM in Chinese organizations
Authors: Chin Kwai‐Sang , Pun Kit‐Fai
Published: July 2002

With ever‐increasing competition in today’s business environment, organizations are seeking every opportunity to improve their business results. Attaining continuous performance improvement and business excellence is the common goal that ties with the concepts of total quality management (TQM). This paper presents a review of the literature concerning the difficulties regarding TQM implementation. It is followed by a description of the UMIST‐TQM implementation framework. Further primary research has attempted to identify unique difficulties, which may exist in Chinese organizations with respect to TQM implementation and adoption of the UMIST framework. A case study approach of six Chinese companies was used to validate the framework to establish the current state of TQM implementation and achievements over a 12‐month period. The main findings conclude that while TQM can help organizations to achieve improvements, this is often delayed due to the lack of attention to cultural implications and systems. The paper proposes that the UMIST framework can enable Chinese organizations to select an appropriate starting point for their TQM efforts, and develop an improvement process at a pace suitable to their business environment.
Quality management initiatives and people management strategies
Authors: Dwyer Graham
Published: July 2002

This paper uses three case studies of prominent Irish organisations, which have attempted to integrate quality management (QM) with people management (PM) as an approach for implementing and sustaining a competitive advantage. Based on an inductive research methodology, the core finding is that these two management techniques in harmony can facilitate a more effective “bifocal” continuous improvement strategy if and when they are integrated.
The importance of recruitment and selection process for sustainability of total quality management
Authors: Ahmad Sohel , Schroeder Roger G.
Published: July 2002

Management literature discusses that the behavioral traits of employees can play an important role in the success of total quality management (TQM). However, little empirical research exists in this regard. Using an international dataset, the present study investigates: the impact of quality management practices on plant competitiveness; and the moderating effect of an employee selection process on the relationship between quality management practices and plant competitiveness. Results show that quality management practices positively impact plant competitiveness. Furthermore, the behavioral traits of employees seem to have a significant impact on the effectiveness of quality management practices. This implies that managers should pay close attention to prospective employees’ behavioral traits and their fit with the TQM philosophy. Managers should not limit their attention to potential employees’ technical skills.
Quality Control Procedures to Determine Staff Allocation in a Bank
Authors: Gardiner Stanley C. , Mitra Amitava
Published: July 2002

A major US bank has determined that none of its customers should have to
wait more than three minutes for service. Presents a procedure that
helps management allocate tellers to prevent any customer waiting time
from exceeding the three‐minute limit. Uses X¯ and s charts to monitor the
average waiting time and the standard deviation of waiting times.
Customer waits exceeding three minutes and customer arrivals are
monitored using c charts. The approach integrates the analysis of the
c charts along with that of the X¯ and s charts to determine the number of
tellers necessary to maintain customer service at the desired level. The
lobby operations are simulated and the procedure illustrated using
operational data supplied by the bank.
Diagnostic Characteristics for Bivariate Pattern Recognition Scheme in
SPC
Authors: Chih Wenhai W. , Rollier Dwayne A.
Published: July 2002

Statistical quality control charts cannot indicate explicitly whether
there is any special disturbance in the manufacturing process. pattern
recognition scheme can solve this problem. The simultaneous control of
two or more variables is necessary when the quality of the product
depends on the joint effect of these variables. Studies the combination
patterns of random and random, shift and cycle, trend and cycle, and
trend and shift for two variables. Proposes a T2 control chart and uses
simulation to determine pattern diagnostic characteristics for these
combinations. The pattern diagnostic characteristics studied are window
size, zone boundary, and zone representation. The results indicate that
window size 20 is appropriate for these particular parameters, equal
probability and the highest percentage alternative are adopted as the
zone boundary and the zone representation, respectively. The sensitivity
analysis of the pattern parameters indicates the pattern diagnostic is
robust for changes in the parameter values.
Total Quality Management Defined in Terms of Reported Practice
Authors: Pegels C. Carl
Published: July 2002

Total quality management (TQM) has taken hold in the Western world.
Organizations are either adopting or contemplating adoption of TQM
programmes before they fully realize what they are getting into. Seeks
to lift some of the veil on TQM. The TQM concept is described or defined
in terms of what over two dozen large and well‐known Western firms are
doing and achieving as a result of their TQM programmes. Specifically,
reveals that TQM focuses on the customers, empowers and utilizes ideas
from employees either individually or in teams, focuses on cost
reduction efforts internally and on the part of the supplier, utilizes
concurrent engineering and devotes considerable resources to education
and training.
Quality Improvement Using Capital Budgeting and Taguchi’s Function
Authors: Margavio Geanie W. , Fink Ross L. , Margavio Thomas M.
Published: July 2002

Quality improvement decisions are the catalyst for substantial
technological improvements being made in the manufacturing sector. The
new technology, however, has developed faster than techniques for
evaluating capital investments in such improvements. This is largely
because the benefits of quality improvement technology are difficult to
quantify. The Taguchi loss function is incorporated into a net present
value capital budgeting technique to provide an estimate of these
benefits. Describes the loss function in relation to key quality costs:
appraisal and prevention costs, and internal and external failure costs.
External failure cost savings are generated by reducing variability in
the manufacturing process. These savings are then compared with the cost
of the quality improving technology. Results indicate that these savings
can be substantial, depending on the achieved reduction in the process
variability, the cost of capital, and on the estimate of the cost of
processing a customer’s return of the product.
Benchmarking: Preventive Maintenance Practices at Japanese Transplants
Authors: Chen Frederick
Published: July 2002

Examines the preventive maintenance practice at four Japanese transplant
operations in the USA. Illustrates the application of the total
productive maintenance concept, kaizen, employee training and employee
empowerment. The benchmarking of Japanese practices serves to enhance
quality management practices everywhere. The philosophy underpinning the
effort at the Japanese transplants is the key to understanding the role
of preventive maintenance in quality manufacturing.
Service Quality
Authors: Ghobadian Abby , Speller Simon , Jones Matthew
Published: July 2002

The service sector has assumed greater economic importance over the past
decade. The latest statistics show that the sector accounts for 60 per
cent of the value added in the European Economic Community (EEC). It is
estimated that “doing things wrong” typically accounts for between 30 and
40 per cent of a service organization’s operating costs. The
elimination of this waste and meeting customer expectations are the
major challenges facing managers in the service sector. This is why
quality improvement is a vital concern for many service organizations.
Despite the significance of the service sector and the importance of
quality‐related matters to the sector, there is a paucity of research
and publications dealing with service quality. Furthermore, there is
significant misunderstanding of the various aspects of service quality.
Examines the salient features of service quality and its determinants
and describes and discusses several service quality models. Each model
represents a different approach to quality improvement. The primary aims
are to enhance understanding of “service quality” and to identify models
that managers in the service industry can employ to improve quality.
Human reliability data requirements
Authors: Taylor‐Adams Sally , Kirwan Barry
Published: July 2002

For many years there has been increasing concern about the effects
of human error in complex system safety and reliability. This concern
has been increased owing to accidents such as Chernobyl, Bhopal, Herald of Free Enterprise, Three Mile Island and the Kegworth air
disaster. In the vast majority of these accidents, human error has
played a critical role in the events precipitating the accident. Such
accidents can in theory be predicted and prevented by risk assessment,
in particular assessing the human contribution to risk. However, the
collection of human‐error data has proved a difficult field for the past
30 years, and yet industry would benefit from the existence of a robust
human‐error database. Provides therefore a brief historical resume of
past human‐error databases, and discusses data collection and the
inherent problems associated with data‐collection schemes. Goes on to
outline a human‐error database currently being developed at Birmingham
University, and presents information on regularly quantified human‐error
types. Finally, gives a general synopsis of the research and provides a
selection of real human‐error data points.
Availability and maintenance cost optimization of a production
plant
Authors: Murty A.S.R. , Naikan V.N.A.
Published: July 2002

Discusses the relationship between plant availability and
maintenance expenditure and their limiting features. Achieving higher
plant availability always necessitates a higher maintenance budget and
may not be economically feasible in many cases. Through a mathematical
modelling the variation of net income with respect to plant availability
has been studied and the limiting availability values have been
established. Expressions for optimum availability and maintenance cost
have also been obtained. An illustrative example has been worked out.
A study of measuring the critical factors of quality management
Authors: Badri Masood A. , Davis Donald , Davis Donna
Published: July 2002

Saraph et al. systematically attempted to organize and
synthesize the various perceptions offered by other authors on the
critical factors of quality management. The authors provided a synthesis
of the quality literature by identifying eight critical factors of
quality management in a business unit. They stated that the measures
were both valid and reliable. In the light of this, empirically tests
their resulting instrument to a greater extent and from an international
perspective. The instrument of the operational measures of the developed
factors is tested for reliability and validity using data collected from
424 general managers and quality managers in the United Arab Emirates.
Results provide strong evidence that the measures are judged to be both
valid and reliable. The empirical replication on a more broadly based
sample provides further corroboration of Saraph et al.’s
results. Examines the level of practice of factors of quality management
in the UAE. Suggests that better use of the instrument is accomplished
when it is used jointly with other instruments that measure customer
satisfaction.
A multivariate analysis of airline flight delays
Authors: Bhat Vasanthakumar N.
Published: July 2002

Customer service is of significant concern to an airline passenger.
The on‐time performance of an airline is one of the important indicators
of customer service. Analyses whether there is any relationship between
airline flight delays and the financial situation of an airline.
Identifies association between the probability of delay and financial
factors of an airline using logistic regression. Indicates that the
revenue growth and current ration reduce and leverage, airline size and
operating revenue per employee increase the likelihood of a flight being
delayed. Suggests the model presented should be of use to quality
control professionals to identify causes of (binary) outcomes such as
good and bad, on‐time and late, acceptable and not acceptable and so on.
Total quality management in manufacturing
Authors: Kasul Ruth A. , Motwani Jaideep G.
Published: July 2002

Provides a synthesis of total quality management literature by
identifying eight critical factors and supporting performance measures
of total quality management in a manufacturing environment. Develops the
factors and measurements using data from available literature. Contends
that the approach to priorities taken in implementation of these factors
can lead to a net long‐term benefit to an organization. Moreover, when a
capability is developed as the cornerstone, it is more lasting than if
it were developed at the expense of other capabilities. Indeed, some
factors may provide benefit to an organization even when no direct
attention is given to it.