bluuebunny/crossref_metadata_2025 huggingface dataset:
Identifying the critical determinants of service quality in retail banking: importance and effect
Authors: Johnston Robert
Published: July 2002

Provides managers with an empirically derived framework to help them assess the likely impact of any service quality initiative. Categorizes quality factors in terms of their relative importance and their effect on satisfaction and dissatisfaction. States that the study is based on an analysis of over 200 customer anecdotes of incidents in the UK banking industry and 100 interviews. Research suggests that certain actions, such as increasing the speed of processing information and customers, are likely to have an important affect in terms of delighting customers, however other activities, such as improving the reliability of equipment, will lessen dissatisfaction rather than delight customers. Suggests that it is more important to ensure that the dissatisfiers are dealt with before the satisfiers. Also suggests that there are two areas where banks could achieve a distinct advantage, genuine commitment and attentiveness by front‐line staff. States that some other areas are not worth much attention and any time and money put into these areas might be better redirected elsewhere.
Demographic and attitudinal differences between active and inactive credit cardholders ‐ the case of Hong Kong
Authors: Yee‐kwong Chan Ricky
Published: July 2002

Surveying 536 subjects, aims to examine the demographic and attitudinal differences between inactive and active bank credit cardholders in Hong Kong. Says that as far as demography is concerned, income is found to be the single most important variable that influences the card usage rate. To induce more intensive card usage, efforts to develop credit cards as a preferred mode of payment are necessary. Posits that such efforts would involve further liaison with merchants so as to make them fully realize the advantages of accepting card payment. States that, furthermore, by employing the basic multi‐attribute attitude model advocated by Wilkie (1986), the present survey reconfirms the positive relationship between attitude and usage rate that was documented by Meidan (1996). Also indicates the general importance of “monetary” incentives in influencing the attitudes of cardholders. Last, the survey results provides card marketers with further insights into the importance of transaction and financing convenience, and possibly card design, in activating apathetic cardholders.
European corporate customers’ choice of domestic cash management banks
Authors: Mols Niels Peter , Nikolaj D. Bukh Per , Blenker Per
Published: July 2002

Provides evidence of the criteria for the choice of domestic cash management banks adopted by large European firms. A questionnaire completed by 1,129 corporate customers from 20 European countries indicates that service quality is the most important criterion for choice of domestic cash management banking, followed by pricing and relationship. Using the empirical findings, discusses the appropriateness of relationship‐oriented and transaction‐oriented bank strategies across Europe. Based on the customers’ ranking of choice criteria finds no evidence of widespread successful implementation of relationship banking in Europe.
Relationship intermediaries: business advisers in the small firm‐bank relationship
Authors: Butler Patrick , Durkin Mark
Published: July 2002

The role of the independent professional accountant as intermediary in the small business‐bank relationship is investigated by means of field interviews with bankers, entrepreneurs and business advisers. Research on expectations management in the area of small business‐bank interface underpins the emphasis on the intermediary here. A peculiar issue is identified and investigated: the accountant is found to serve its small business client by persuading it simply to meet the bank’s expectations; there is little evidence of the bank being persuaded to adapt its policies or procedures to account for the small firm’s circumstances. The role and contribution of the accountant are addressed at institutional, organisational and managerial levels, and at various stages in the relationship
A new relationship marketing model and its application in the affinity credit card market
Authors: Worthington Steve , Horne Suzanne
Published: July 2002

To enable research to be conducted into the validity of the relationship marketing paradigm, a model has been developed which allows researchers to test the characteristics of the relationship at any point in time. This model is rooted in the biological sciences and is based around the concept of symbiosis. It has been adapted to offer a five part classification of relationships and used during an on‐going research programme into affinity credit card relationships. The results of the research indicate that the majority of the “relationship managers” employed by a sample of charities with affinity credit cards, perceive their relationship with their credit card issuer to be of equal benefit to both organisations, and thus fit the classification of the model. From the comments of the relationship managers in the research interviews there is, however, also evidence of some degrees of some of the other classifications in the proposed model of relationships.
Relationship banking and the management of organisational trust
Authors: Seal W.B.
Published: July 2002

The paper analyses the personal, institutional and behavioural bases of trust in banking relations, arguing that banks should pay attention to intra‐ as well as inter‐firm policies for developing trust and assessing trust‐worthiness. Trust may derive from person‐to‐person interaction and/or from an impersonal, symbolic presentational base. Marketing strategies can both analyse the trust characteristics of customers as well as proactively pursue those relational forms of marketing that can generate long‐term competitive advantage. However, the most relational levels of marketing require a system‐delivery approach which must itself derive from internally nurtured forms of trust based on appropriate personnel policies, organisational routines and training.
Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction
Authors: Bloemer Josée , de Ruyter Ko , Peeters Pascal
Published: July 2002

This article investigates how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of construct dimensions. At the global level the results of a large‐scale empirical study reveal that image is indirectly related to bank loyalty via perceived quality. In turn, service quality is both directly and indirectly related to bank loyalty via satisfaction. The latter has a direct effect on bank loyalty. At the level of the dimensions underlying aforementioned constructs, it becomes clear that reliability (a quality dimension) and position in the market (an image dimension) are relatively important drivers of retail bank loyalty.
Market structure analysis: a foundation for developing and assessing bank strategy
Authors: Young Mark R.
Published: July 2002

Knowledge of how consumers perceive alternative banks on important attributes provides a foundation for understanding market structure. Market structure analysis can assist the bank in identifying potential opportunities in differentiation and in assessing the viability of low cost as a competitive advantage. This paper presents the results of a study that utilized perceptual mapping to assist in analyzing market structure and in developing marketing strategies based on this knowledge. The success of the strategies was tracked and assessed by a replication of the market structure analysis five years later.
Quality customer service demands human contact
Authors: Avkiran Necmi K.
Published: July 2002

Investigates the interrelationships between the factors comprising the bank customer service quality construct through path analysis. Credibility is modelled as an outcome of the causal variables staff conduct, access to teller services and communication. Staff conduct emerges as the key variable explaining the direct and indirect linkages between the causal variables and the outcome variable. Those advocating high‐technology solutions as substitutes for branch staff may be ignoring the essence of high customer service quality which involves staff‐customer contact. It is necessary to provide adequate staff numbers to serve customers and train staff to be responsive and professional in their conduct. Structural equations and OLS regression were used to decompose zero‐order bivariate correlations into direct, indirect and spurious effects in the path model. Internal reliability coefficients for the four factors and instrument reliability are also calculated with gratifying results.
An application reference for data envelopment analysis in branch banking: helping the novice researcher
Authors: Avkiran Necmi K.
Published: July 2002

Demonstrates the application of data envelopment analysis (DEA) in examining the efficiency of bank branches relative to other branches. Shows that accounting variables can be complemented by non‐accounting variables controllable by management. The process of generating and interpreting relative efficiency scores and potential improvements is discussed in a language that will be particularly appreciated by managers, consultants and novice researchers. The theory needed to use DEA and the key model design considerations are addressed. The discussion includes such issues as appropriate sample size, strengths and weaknesses of DEA, analysis options, and an application checklist. DEA can be applied to benchmarking best practice branches. Management can use DEA to test the established knowledge of branches and initiate investigations when contradictions arise.
External information search for banking services
Authors: Heaney Joo‐Gim , Goldsmith Ronald E.
Published: July 2002

Empirically examines how certain variables influence the extent of external information search for banking services. The effects of perceived benefit, perceived cost, perceived risk, and perceived knowledge are tested within a proposed structural equation, cost‐benefit based Banking Services Model (BSM). Surveys a sample of 661 students at a major US university to gather data on their information search for banking services. The results reveal that the BSM provides a good fit to the data. Perceived benefit, cost and knowledge influence the extent of prepurchase bank information search. In addition, the consumers felt that it was more beneficial to obtain more information when there was a perceived benefit of lowering risk and when they already had some form of prior product knowledge. Implications of the BSM for services marketing management and consumer theory, limitations of the study, and future research are discussed.
The MaxMin EWMA tolerance limits
Authors: Amin Raid W. , Li Kuiyuan
Published: July 2002

When there is a change in a process, the MaxMin exponentially weighted moving average (EWMA) control chart shows which parameters have increased or decreased. The MaxMin EWMA may also be viewed as smoothed tolerance limits. Tolerance limits are limits that include a specific proportion of the population at a given confidence level. In the context of process control, they are used to make sure that production will not be outside specifications. In this article, we provide useful coverages for the MaxMin EWMA chart, when also used as tolerance limits. The proposed EWMA smoothed tolerance limits require relatively small sample sizes to attain useful coverages at high confidence levels. The MaxMin EWMA chart has already been successfully field‐tested and subsequently implemented with 100 multi‐stream processes.
Managing quality in project‐based emerging network organisations
Authors: Henderson Joan , McAdam Rodney
Published: July 2002

Companies are responding to the deeper structural changes taking place in the underlying system of commercial competition by becoming agile. Companies are fragmenting into key specialised business units that not only specialise in providing core functions, but have the expertise and skill to exploit other market opportunities thus enhancing the underlying profit of the larger organisation. In the emergence of such network organisational structures, it must be clear who is responsible for quality and how it is managed in the project environment within these fragmented business units. Attempts to address this question by examining the approach adopted by an electrical utility case study organisation. Highlights the strengths and deficiencies of the methodology adopted and establishes some key underlying criteria for the management of quality in projects within network organisations.
Factors affecting the quality of building projects in Hong Kong
Authors: Chan Albert P.C. , Tam C.M.
Published: July 2002

Reports the findings of a research study, which was undertaken to examine the underlying factors affecting the quality of a building project. Aims to identify factors that showed a strong correlation to good quality performance. The ultimate goal is to provide clients, project managers, designers and contractors with information that can help them become more efficient with their limited resources and, as a result, achieve better quality outcomes. A total of 110 recently‐completed building projects in Hong Kong were examined and analysed. Using factor analysis and stepwise multiple regression analysis, factors affecting the quality of the building project were identified. It was shown that project management action by the project team was the most powerful predictor of client’s satisfaction with quality. Other factors included effectiveness of the construction team leader, the client’s emphasis on quality, and the client’s emphasis on time.
Quality failure costs in civil engineering projects
Authors: Barber Patrick , Graves Andrew , Hall Mark , Sheath Darryl , Tomkins Cyril
Published: July 2002

A methodology was developed to measure cost of quality failures in two major road projects, largely based upon a work‐shadowing method. Shows how the initial data were collected and categorised into definable groups and how the costs were estimated for each of these categories. The findings suggest that, if the projects examined are typical, the cost of failures may be a significant percentage of total costs, and that conventional means of identifying them may not be reliable. Moreover, the costs will not be easy to eradicate without widespread changes in attitudes and norms of behaviour within the industry and improved managerial co‐ordination of activities throughout the supply chain.
Quality in project environments: a non‐conventional agenda
Authors: Cicmil Svetlana
Published: July 2002

A growing body of evidence indicates the emerging applications of projects and their role in modern businesses. The agreement over project success criteria and delivery of a quality product still remains a key managerial concern. Underlying theoretical concepts and empirical evidence presented in this report confirm that the project management body of thought is evolving beyond conventional wisdom in the field. A range of quality issues has been identified as pertinent in project environments across industrial sectors. The effectiveness of managerial responses vary. In this study, we argue for an approach to project quality problems which would effectively reflect the unique, complex and paradoxical nature of projects while recognising the constraints imposed by project stakeholders and their business environments. Subsequently, our study adopts a multiple perspective approach to project management and, on this basis, suggests a generic, total quality based “project completeness” framework to guide the implementation of case‐specific initiatives which would address, in an integrated manner, a wide range of project quality concerns. The study is exploratory, longitudinal, informed by multiple research projects and reflective cross‐industry practice, while the resulting conceptual propositions are to be further tested and improved.
Operating frameworks for statistical quality engineering
Authors: Goh T.N.
Published: July 2002

The attainment of superior quality and reliability in a manufactured product depends upon the existence of a framework integrating an organization’s capabilities in management, technology and information utilization. With respect to information utilization, statistical tools are particularly essential for optimizing product and process performance. This paper outlines the functions of these tools and examines the steps in which they are adopted by non‐statisticians in industry. A “seven S” approach is explained, highlighting a strategy for the effective deployment of statistical quality engineering.
Understanding the benchmarking process in Singapore
Authors: Brah Shaukat A. , Lin Ong Ai , Madhu Rao B.
Published: July 2002

Investigates the state of benchmarking in the manufacturing and service sectors of Singapore. Our aim is to understand the state of benchmarking in Singapore as well as the expectations and motivation of non‐benchmarking companies. Our approach to the adoption of benchmarking is to view it as a major organisational change. We seek to understand the many dimensions of the transformation process. In addition, we examine the role of factors such as motivation, objectives, driving force, top management’s commitment, preconditions, process, company culture, employee participation, presence of pitfalls, and the potential benefits in determining the success of a benchmarking project. We identify driving forces, preconditions and effectiveness of implementation as the major facilitators of benchmarking. Also, we establish the importance of these facilitators towards the achievement of benefits and success of benchmarking. Moreover, the study emphasises the importance of preconditions and effectiveness of implementation for the success and benefits of benchmarking.
A comparison of quality management practices in Shanghai and Norwegian manufacturing companies
Authors: Sun Hongyi
Published: July 2002

Records the research that investigates the differences in quality management between Shanghai and Norwegian manufacturing companies. The research is based on a survey supported by the Norwegian Association for Quality Management (NFK) and the Shanghai Association for Quality Control (SAQC). The research reveals major differences between the two parties. Compared with their Norwegian counterparts, Shanghai companies place greater emphasis on quality control and statistical methods while neglecting customer satisfaction and quality assurance. The final conclusion is that, although managers appreciate the importance of quality management, quality management in Shanghai is still focused on internal quality control, which is still far from Total Quality Management (TQM). Practical implications for future improvement in Shanghai companies and foreign joint ventures in Shanghai are discussed. Future research is also discussed.
A repair‐replacement study for gearboxes using geometric processes
Authors: Leung Francis K.N. , Fong C.Y.
Published: July 2002

In this study, we employed a geometric process approach to resolve gearbox maintenance problems. The approach is realistic and direct in modelling the characteristics of a deteriorating system such as a gearbox since a decreasing geometric process can model a gearbox’s successive operating times and an increasing geometric process can model the corresponding consecutive repair times. First, two test statistics were used to check whether the process was geometric or not. Next, model parameters of the geometric process were estimated using the simple linear regression techniques. Finally, the optimal replacement policy based on minimising the long‐run average cost per day was determined for each type of gearbox.
A new decision‐making tool: the service performance index
Authors: Chen K.S. , Yang H.H.
Published: July 2002

Measuring service performance in an appropriate way has received widespread attention due to the vital role customer service plays in gaining competitive advantages. Since service performance directly correlates with customer satisfaction, measuring service performance that attempts to assess validity is a concern for many firms. The new proposed index, the service performance index, will involve observing the number of customer complaints that the firm receives. Since sample data must be collected to calculate these indices, the results will be exposed to sampling errors. Taking sampling errors into account, the uniformly minimum variance unbiased (UMVU) estimator is used to develop a procedure in order to generate an index value that is more reliable.
A regional study of quality management infrastructure practices in USA and Mexico
Authors: Solis Luis E. , Raghu‐Nathan T.S. , Subba Rao S.
Published: July 2002

Presents the results of a study on quality management infrastructure practices and quality performance in manufacturing companies located in the North and Central regions of Mexico and the US Midwest region. Seven quality management infrastructure practices – top management support, strategic quality planning, quality information availability, employee training, supplier quality, customer focus, and quality citizenship – were assessed and compared. The research covered 372 manufacturing companies in both countries. Our findings show significant differences between the three regions. Companies located in the North region of Mexico exhibit significantly better levels of quality management infrastructure practices than companies located in the US Midwest and Central Mexico regions. Implications for decision‐makers for location, outsourcing, and joint ventures are discussed.
ISO 9000 series ‐ Certification and performance
Authors: Singels Jeroen , Ruël Gwenny , van de Water Henny
Published: July 2002

In this article, the relationship is studied between certification on the ISO 9000 series and the performance of organizations. It is often claimed that ISO certification generates an improvement in the performance of organizations. This research aims to find out if ISO certification indeed results in better performance outcomes for organizations. This is of importance, for example, for those organizations that seek ISO certification in order to improve their performances. To test the hypothesis, an instrument is developed to measure the performance. The performance of organizations is operationalized through five performance indicators, which were derived from the literature: production process, company result, customer satisfaction, personnel motivation, and investment on means. Besides this main research interest the question is posed if other factors can explain for the performance. The concept of motivation is introduced which is the focus of the second part of the study.
A review of non‐standard applications of statistical process control (SPC) charts
Authors: MacCarthy B.L. , Wasusri Thananya
Published: July 2002

The principal application domain for statistical process control (SPC) charts has been for process control and improvement in manufacturing businesses. However, the number of applications reported in domains outside of conventional production systems has been increasing in recent years. Implementing SPC chart approaches in non‐standard applications gives rise to many potential complications and poses a number of challenges. This paper reviews non‐standard applications of SPC charts reported in the literature from the period 1989 to 2000, inclusive. Non‐standard applications are analysed with respect to application domain, data sources used and control chart techniques employed. Applications are classified into five groups according to the types of problem to which control chart techniques have been applied. For each group the nature of the applications is described and analysed. The review does not show a paradigm shift in the types of SPC control chart applications but does show clearly that the application boundaries extend considerably beyond manufacturing and that the range of problems to which SPC control chart techniques can be applied is much wider than commonly assumed. The paper highlights the critical fundamental and technical issues that need to be addressed when applying SPC chart techniques in a range of non‐standard applications. Wider managerial issues of importance for successful implementations in non‐standard applications of SPC control charts are also discussed.
Benefits of the ISO 9000:1994 system
Authors: Santos Leticia , Escanciano Carmen
Published: July 2002

The purpose of this paper is to present the results of an exploratory study carried out on a sample of certified companies that operate in Spain, with the aim of obtaining empirical evidence on the benefits of the implantation of standardised quality systems. This study delves into the theoretical implications of a growing field of research that attempts to combine total quality management, its synergy with market orientation and the certification’s consequences. The empirical evidence obtained enables us to affirm that the benefits attained by companies as a result of ISO certification are basically linked to an improvement in internal efficiency. This points to the need for evolution towards more complex systems where total quality management may find its place together with the market orientation philosophy.
The Pace of Change: A Case Study of the Development of a Total Quality
Organization
Authors: Davis Douglas , Fisher Thomas J.
Published: July 2002

In 1981 the management of a manufacturing plant in Sydney decided to
introduce TQM through the implementation of the principles and
philosophies laid down by W. Edwards Deming. Determines the effects that
this approach has had on the working procedures and the attitudes of
employees. Personal interviews based on a standard questionnaire was the
main method of data collection used. The results support the notion
that a top‐down approach to implementation can be effective and confirms
that the change to a TQM culture is lengthy and time consuming.
Estimation of Parameters in Gamma Distribution
Authors: Dopke Jozef
Published: July 2002

Consideration of the reliability of products can be frequently described
by gamma distribution. The Johnson estimation method for any data and
simplified maximum likelihood estimation method for complete samples can
be used to assess the parameters of this distribution. Describes the
application of IBM PC programs to determine the parameters of gamma
distribution according to this method.
Total Quality Management
Authors: Lakhe R.R. , Mohanty R.P.
Published: July 2002

Attempts to capture the varied conceptualizations of industries by
researchers and to provide some perspectives from which to understand
the concepts, evolution and implementation of TQM. A case study of TQM
implementation is presented and the implications for developing
economies are highlighted.
Total Quality Management in the American Defence Industry
Authors: Pitman Glenn A. , Motwani Jaideep G. , Schliker Deborah
Published: July 2002

The US Department of Defense is playing a significant leadership role in
implementation of TQM. Provides an overview of the process of
implementing total quality management in the US Department of Defense
and discusses the implications of this change for its subcontractors and
related industries. A specific case study involving a multinational
aerospace defence manufacturer is examined.
Selection of TQM pilot projects using an MCDM approach
Authors: Ahire Sanjay L. , Rana Dharam S.
Published: July 2002

Total quality management (TQM) has been perceived as a competitive
strategy to improve continually the quality of products and processes.
However, the initial stages of TQM implementation may encounter major
problems owing to misplaced efforts. The extent to which TQM is
successful in an organization is determined by the initial impact of TQM
efforts. Experts like Juran have suggested an incremental approach to
TQM introduction, stressing pilot projects in some business units/areas
of an organization. Presents a multiple‐criteria decision‐making (MCDM)
model using the analytical hierarchy process (AHP) technique to identify
and select key pilot TQM projects, and discusses model development and
implementation issues. Illustrates the general applicability of this
model by applying it to a hospital environment. Such an approach should
help an organization to prioritize and enhance the returns from TQM
efforts. Carefully selected projects will help to improve organizational
acceptance of TQM efforts and overcome the gradually emerging criticism
that the TQM approach is too general, without any focus on specific
returns.
Process adjustment when using EWMA charts
Authors: Johan Wiklund Stig
Published: July 2002

Following an alarm signal from a control chart it may be necessary
to conduct an adjustment to bring the process mean towards a target
value. Addresses the problem of how such an adjustment should be made,
based on the use of an EWMA control chart, including the special case in
which the EWMA is equivalent to the Shewhart chart. The distribution of
the EWMA statistic, at the occurrence of an alarm signal, is
approximated by applying a Markov chain approach. This distribution is
used to obtain a maximum likelihood estimator of the process mean.
Adjustment strategies are defined based on the EWMA statistic, the
ML‐estimator and a modification of the ML‐estimator. Compares the
performance of these adjustment strategies in a simulation study,
although the Shewhart case allowed for a simplified treatment requiring
no simulation. Results indicate that adjustment based on the
ML‐estimator provides substantial improvement over the EWMA statistic
when the smoothing constant of the control chart is moderate or high.
When the smoothing constant is given a very low value the EWMA statistic
provides the preferable adjustment strategy. Differences between control
chart designs were less substantial than the differences between
adjustment strategies for a given control chart.
The quality management of the imperfect production process under
two monitoring policies
Authors: Huang Bo‐Shi , Chiu Huan‐Neng
Published: July 2002

Develops a framework which provides a step towards better planning
of production, scheming inspection and preventive maintenance. Studies
the effects of an imperfect production process on the optimal production
cycle time. The system is assumed to deteriorate during the production
process and produce some proportion of defective items. Extends to the
cases where the proportion of defective items and the cost of process
restoration are not constant. Provides a comparative study of two
monitoring policies where the preventive maintenance setting is used and
not used in the deteriorating production process. These models are
directly relevant to the management of the quality and reliability of
the production process. When scheming inspection is adopted, it is shown
that the optimal inspection intervals are equally spaced in the
imperfect production process under the different policies, respectively.
Provides a numerical example to illustrate the derivation of the optimal
production cycle time in the models.
A process incapability index
Authors: Greenwich Michael , Jahr‐Schaffrath Betty L.
Published: July 2002

Introduces a process capability index which indicates the
incapability of a process to meet its specifications. This incapability
index is obtained by a transformation of the C*pmindex, and it is more informative than C*pm. This transformation allows one to separate information
concerning the process variation from information concerning the
departure from the process target. As a result, departure from the
process target can be assessed without process variation, and vice
versa. Presents a number of practical estimators and confidence bounds
(intervals).
A technology choice for noise reduction: a quality management case
study
Authors: Swanson Edward T. , Jambekar Anil B.
Published: July 2002

Presents a quality management case study describing the resolution
of one type of audible noise during operation of a clothes dryer. The
noise, if heard by the customer, frequently resulted in a call for a
repair service. Although the noise really never affected the functional
quality or reliability of the dryer, it had the potential to influence
the perceived quality of the dryer brand. Hence, regardless of technical
merit, it became necessary to remedy the noise quality problem. Systemic
application of quality management tools and concepts not only resolved
the existing noise problem, but also identified a different technology
for future investigations.
Brainstorming
Authors: Seaker Robert , Waller Matthew A.
Published: July 2002

Contends that in order to be successful with many quality improvement techniques ‐ such as TQM, empowerment, re‐engineering and continuous improvement ‐ it is vital that employees be able to articulate their ideas and inquiries. An atmosphere that facilitates and encourages brainstorming will enhance employees’ desire and ability to articulate their viewpoints. Elaborates on the importance of this aspect of employee empowerment and also addresses implementation issues.
Adoption of strategic total quality management philosophies Multi‐criteria decision analysis model
Authors: Madu Christian N. , Aheto John , Kuei Chu‐Hua , Winokur Dena
Published: July 2002

Discusses traditional accounting principles and how their limitations can affect an organization’s ability to achieve total quality management. Problems with these accounting principles become even more apparent when they are used to justify the investment in new technologies which may be needed to improve an organization’s TQM programme, including its productivity. When an organization focuses on short‐term profits, such accounting principles are often biased towards the selection of new technologies. Develops strategic frameworks that go beyond the limitations of these traditional accounting models. Applies these theories to evaluate the strategic variables that influence a company’s ability to compete in the marketplace. These frameworks focus primarily on an organization’s goals and the effective use of technology is identified as the means of achieving these goals.
An examination of ISO 9000 registration practices of American, German and Japanese firms operating in the USA
Authors: Withers Barbara E. , Ebrahimpour Maling
Published: July 2002

Examines three important issues related to the ISO 9000 registration experiences of American, German and Japanese firms operating in the United States. The three issues are reasons for seeking registration, cost and effort to register and operational requirements for achieving registration. The case study method was used for this project. Indicates competitive pressures as the most common reason for seeking registration. Shows significant variation in costs and levels of effort needed to achieve registration, though none of the firms invested more than 1 per cent of their total available work hours. Suggests no commonality in operational strategy when pursuing registration.
Experiences of implementing ISO 9000 in Swedish industry
Authors: Carlsson Matts , Carlsson Dan
Published: July 2002

In recent years, work to implement the ISO 9000 standard has been intensified in Swedish industry. A rapidly growing number of companies in various industries and lines of business have already been certified or are working towards certification. This situation is very interesting from the point of view of research, as it provides the opportunity to make observations in companies where the work towards change has been going on for a couple of years, at the same time as this work can be studied within new lines of business from the start. Recently, extensive research has been carried out regarding experiences of implementing of ISO 9000 in Swedish industry. Reports the results of this research. In an explorative phase, generates different research questions. Descriptive studies were then made based on these results. In addition, longitudinal in‐depth studies focusing on the management of change and based on case studies were carried out in this phase. In all, more than 50 per cent of the Swedish ISO 9000 companies certified in 1993 were investigated. Shows the most common reasons for certification, the positive and negative effects and the companies’ experiences of certification. On the basis of these results, and on earlier known models of change work, draws normative conclusions with implications for more efficient management of change.
An expert system for implementing successful quality circle programmes in manufacturing firms
Authors: Aravindan P. , Devadasan S.R. , Narasimha Reddy E. , Selladurai V.
Published: July 2002

Examines the successful implementation of quality circle programmes in manufacturing firms. Presents work carried out during a research project undertaken to analyse the difficulties manufacturers and quality managers presently face in implementing successful quality circle programmes and develop an expert system to overcome these difficulties by providing expert advice and solutions. Discusses the importance of quality circle programmes in total quality management, and appraises the ability of the expert system to implement them. Illustrates the development methodology and functioning of the IBM PC‐based expert system developed during the research through a number of figures which include sample runs. Concludes by describing the primary benefits of this expert system and efforts taken to validate it.
Comparison between constant and step‐stress tests for Weibull models
Authors: Khamis Imad H.
Published: July 2002

Compares optimum constant‐stress and simple step‐stress ALTs for the Weibull distribution. The purpose is to quantify the advantage of using step‐stress testing in comparison to constant‐stress testing when censoring is likely to occur at the lower levels of stress. Assumes that a log‐linear relationship exists between log scale parameter and stress and that the cumulative exposure model holds for the effect of changing stress in step‐stress test. The variance of the MLE of log scale parameter at design stress is used as the criterion for comparing ALTs. The efficiency of simple step‐stress tests relative to constant‐stress with Type I censoring is studied in terms of the ratio of these variances. Results are given for asymptotic variances and for finite sample sizes using simulation to estimate variances.
Factors influencing a successful transition from ISO 9000 to TQM
Authors: Meegan Sarah T. , Taylor W. Andrew
Published: July 2002

This paper is the first of two which seek to further the debate about the role and value of ISO 9000 as a route to TQM. In particular, outlines a framework by which the next phase of a longitudinal study of 115 ISO 9000 registered organizations may be conducted. Shows that very little empirical work has been published which explores this transition beyond ISO 9000 to TQM. Moreover, what literature does exist is divided on the issues, for example on whether or not it is beneficial to obtain ISO 9000 before embarking on TQM, or vice versa. Examines the importance of two aspects of senior executives’ mindset, namely their understanding of ISO 9000 and their motivations for pursuing it. Presents preliminary data which suggest that these two factors may have an important influence on future progress towards TQM, and postulates that the success of organizations already practising TQM will be dependent on their levels of understanding and their differing motivations. The second paper will complete this discussion by dealing with other factors relevant to this transition as raised by other authors and concludes by outlining tangible ways in which an organization can build on ISO 9000 to proceed towards TQM. Factors discussed in these two papers will form the basis of analysis of the next phase of this longitudinal study, which was initiated in 1991.
Quality management in the UK advertising industry
Authors: Askey J.M. , Malcolm A.
Published: July 2002

Examines the development and benefits of quality management techniques in the UK advertising industry from both agency and client points of view. The research was conducted through a questionnaire survey of UK advertising agencies and advertising clients, and covers a wide range of issues, mainly concentrating on ISO 9000 but including also quality improvement techniques. Claims the results show that, where ISO 9000 has been applied, substantial internal business benefits have been seen by agencies, but that clients have not perceived improvements in the quality of service received. Paradoxically, an increasing trend towards client preference for agency registration to ISO 9001 is reported. Concludes that the ISO 9001 quality system standard has not yet gained universal acceptance in the advertising industry and agencies would prefer a quality standard that is specific to their industry.
The economic design of control charts when there are dependent process steps
Authors: Yang Su‐Fen
Published: July 2002

Proposes a renewal theory approach to derive the cost model for two dependent processes. Thus, constructs the economic individual X chart and cause‐selecting chart to monitor the two processes. They may be used to maintain the process with minimum cost and effectively distinguish which component of the processes is out of control. The optimal design parameters of these control charts can be determined by minimizing the cost model using a simple grid search method. Gives an example to illustrate the design procedure and application of the economic individual X chart and cause‐selecting chart.
An optimal design of joint X‐ and S control charts using quadratic loss function
Authors: Yang Su‐Fen
Published: July 2002

Cost models for the design of control charts based on Duncan’s approach have been studied in recent years. Presents a double assignable‐cause cost model, which is in terms of Taguchi’s loss imparted to society from the time a product is shipped, using renewal theory approach. The expression for the expected cycle length and the expected cost per cycle are easier to obtain by the proposed approach, and the cost model, including the customer’s voice, reveals the importance of quality. Sensitivity analysis performed on a large number of numerical examples illustrates that the cost of repair or replacement and customers’ tolerance, which are related to loss function, are critical when designing economically based on X‐ and S control charts.
Developing effective customer‐supplier relationships: more than one way to skin a cat
Authors: New Steve , Burnes Bernard
Published: July 2002

The paper uses data from a questionnaire survey of UK firms to examine the ways in which benefits and costs are divided in buyer‐supplier relationships. These results are analysed in the light of Burnes and New′s framework for considering supply chain improvement. The results indicate that some caution is required in the applicability of the notion of “win‐win” in buyer‐supplier collaborations. Conclusions are drawn for theory and practice.
A quality control and improvement system based on the total control methodology (TCM)
Authors: Yin Kwok Ka , Rao Tummala V.M.
Published: July 2002

Reviews and evaluates different quality tools that are commonly available in manufacturing and service industries and integrates them into an effective quality control and improvement system based on their characteristics and appropriateness when applying these tools. The study is based on the enhancement of the basic total control methodology (TCM) model which was originally developed and implemented by Motorola Semiconductors Hong Kong Ltd (MSHKL). During the implementation, several opportunities can be identified in terms of classification methods of quality tools, extent of quality tools covered, and interrelationships among the quality tools. Therefore, a study was carried out to enhance the basic model by integrating over 40 quality tools into a three‐tiered model in order to make it more comprehensive in terms of application from a practical point of view. Demonstrates the effectiveness achieved after the implementation of the TCM model.
Manufacturing conformity assessment through Taguchi’s quality loss function
Authors: Perona Marco
Published: July 2002

Taguchi’s quality loss function is here proposed as a tool to evaluate costs connected to non conformity in manufacturing industries. First of all, Taguchi’s quadratic cost function is compared with the traditionally adopted zero defects cost function, and the differential effects of either function are analysed. Conceptual issues as well as practical ones are considered in this analysis. Results provided match in suggesting that the quadratic cost function, as compared with zero defects, is conceptually more consistent with the most advanced definitions of industrial quality and practically more suitable to support continuous improvement processes with a long‐term, customer‐oriented and profit‐oriented perspective. Yet, in order to provide for a full utilisation of this tool inside quality costs reporting systems, a number of problems have still to be resolved. These problems too are highlighted and brought to the attention of researchers of this field.
Total quality management contrasts in manufacturing and service industries
Authors: Huq Ziaul , Stolen Justin D.
Published: July 2002

Offers the view that TQM concepts apply equally to manufacturing and service industries and examines assertions through a survey of selected manufacturing and service companies involved in TQM implementation. To test the hypothesis a framework of 19 TQM dimensions is developed and, based on this framework, the studied companies are evaluated. It is shown that under varied environmental conditions the TQM tools and procedures may vary but the underlying concepts apply equally to both manufacturing and service companies. The differences in the studied dimensions between manufacturing and service companies signify slow dissemination of TQM knowledge among the service companies. Service operations are generally not sure whether the tested procedures in manufacturing companies will work equally well for them. As a result, commitment for a fully fledged TQM has been lacking in the service industries.
The development of ISO 9000 certification and the future of quality management
Authors: Lee Tat Y.
Published: July 2002

Reports the findings of a survey on ISO 9000 certified firms in Hong Kong conducted by the University Industrial Centre of the University of Hong Kong in August 1996. Findings suggest that while in general the number of firms certified to ISO 9000 had been increasing, the proportion of small and medium firms appeared to be quite stable. Most of the small and medium firms in both manufacturing and service sectors, and a large proportion of firms in construction sectors were certified in order to satisfy the customers’ demand. Certified firms achieved certain benefits in terms of relationship with existing customers, attracting new customers and internal operations management. The findings indicated that the certified firms need to improve their relations with their subcontractors. Total quality management (TQM) was widely adopted by the firms after they were certified. A good proportion of firms sought to implement ISO 14000.
Economic statistical design of S control charts using Taguchi loss function
Authors: Yang Su‐Fen
Published: July 2002

An economic statistical design approach takes statistical properties into account while designing control charts economically. It improves both statistical design and economic design. In this paper, we present a statistically constrained economic model for the optimal design of S control chart for controlling process variability. In the model, the process quality can be affected by an assignable cause resulting in a shift of the variance of the distribution of output when it is operating according to its capability. The parameters are obtained by minimizing a total cost function proposed by Lorenzen and Vance, which is embellished with Taguchi loss function, subject to additional statistical constraints on average run length or average time‐to‐signal (ATS). Sensitivity analysis of the minimum cost will be performed to depict the effect of the choice of ATS bounds.