bluuebunny/crossref_metadata_2025 huggingface dataset:
The portable test equipment being used for commercial building surveys
Authors: Coday Alan , Hoxley Mike
Published: November 2002

Presents an early publication of the results of an RICS Research Foundation Education Trust funded project to investigate the use of modern non‐destructive test equipment during surveys. Discusses the data collection and analysis phases in detail followed by the presentation of the preliminary findings of a national postal questionnaire survey of 143 building surveying practices. Stays confined to a discussion on the largest data set – equipment used for commercial and industrial surveys. New technology has made some impact in that more surveyors are using digital cameras and electronic measurement aids but little use is being made of portable materials testing equipment. The results have indicated that there are increasing trends in the use of endoscopes, some environmental measuring aids, metal detectors and electrical installation testing by surveyors.
Strengthening of concrete structures with FRP sheets and plates
Authors: Balendran R.V. , Rana T.M. , Nadeem A.
Published: November 2002

Presents an overview and discusses the applications of fibre reinforced polymer (FRP) sheets and plates in the strengthening of concrete structures. An insight may be obtained from the discussions made to enhance the use of these techniques for productive use. In addition, selected case studies have been furnished where FRP materials have been used for repairing/retrofitting, emphasizing the application of different types of FRP materials in strengthening concrete structures. Concludes that the use of FRP material is rapidly gaining pace and replacing the traditional steel or metal based materials due to its enhanced properties and cost effectiveness.
Putting the yin and yang into performance contracting
Authors: Gilleard John D. , Wan Yeung Kam‐shim Mary
Published: November 2002

Energy performance contracting is not common in Asia, where fast economic growth in many parts of the region during the last two decades has taken precedence over people’s concern for energy saving. Explores how one particular group of facility managers introduced the concept of energy performance contracting in a context where bureaucratic tradition had always rewarded control rather than relationship development. Considers the roles and expectations of key players – the energy savings contractor, and the contracting organisation, who had both new style facility management and traditional maintenance staff working on the project. Discusses the issues that nearly derailed the project and how these were eventually overcome. Suggests there is a need for ongoing communication between all partners involved in energy performance contracting, both to overcome barriers to traditional ways of working and also to develop an appreciation for the differing objectives of each partner involved in the contract.
A comparative approach for modelling the cost of energy in sport facilities
Authors: Boussabaine A.H.
Published: November 2002

Maintenance and running costs contribute significantly to the total cost of running facilities. Almost half of the energy consumed in the UK is used in buildings. Energy consumption can be attributed to many factors. Describes the fundamentals associated with modelling running costs in leisure centres and then investigates 19 sport centres in the city of Liverpool, using data elicited from the Liverpool Leisure Services Directorate. The energy operating costs were analysed using statistical techniques and artificial intelligence methods. Three types of modelling, linear/non‐linear regression, neural networks and neurofuzzy were developed to predict energy cost. Testing and validation of the results showed that neural network models outperformed both regression and neurofuzzy techniques. However, all the models showed a high level of accuracy. The models would be of use to professionals involved in feasibility studies.
An analysis of the embodied energy of office buildings by height
Authors: Treloar G.J. , Fay R. , Ilozor B. , Love P.E.D.
Published: November 2002

Aims to compare the energy embodied in office buildings varying in height from a few storeys to over 50 storeys. The energy embodied in substructure, superstructure and finishes elements was investigated for five Melbourne office buildings of the following heights: 3, 7, 15, 42 and 52 storeys. The two high‐rise buildings have approximately 60 percent more energy embodied per unit gross floor area (GFA) in their materials than the low‐rise buildings. While building height was found to dictate the amount of energy embodied in the “structure group” elements (upper floors, columns, internal walls, external walls and staircases), other elements such as substructure, roof, windows and finishes seemed uninfluenced.
Applications of a developed quantitative model in building repair and maintenance – case study
Authors: Alani Amir M. , Petersen Andrew K. , Chapman Keith G.
Published: November 2002

Describes a case study that applies the principles of “a proposed quantitative model for building repair and maintenance” developed in theory by Alani et al. The proposed model relies on the relationship between the number of defects and time where the collection of the number of defects data has been made using a condition based survey and specifically developed survey form. Using established declining balance depreciation methods a close correlation between the models cost/time and quality/time curves has been determined. Applies the proposed coded system of observing, assessing, recording and appraising the condition of the elements of a large residential building and calculates the cost of repairing and maintaining (at a pre‐determined condition) the elements of that specific building.
Measuring the facilities management influence in delivering sustainable airport development and expansion
Authors: Brown Andrew W. , Pitt M.R.
Published: November 2002

The facilities at airports are extensive, diverse in nature and are core to future income and therefore future profitability. Current forecasts indicate a probable growth in air travel of approximately 100 per cent over the next 20 years. It is unlikely that such growth will be accommodated without considerable expansion of the built facilities presently found at existing airports. However, airports are notoriously poor environmental performers. Any growth or expansion must be accompanied by improvements in relation to environmental impact. Argues that facilities management has a significant role to play in ensuring that future airport expansion is sustainable. The role of the facilities management profession in this regard is investigated and a conceptual evaluation framework designed to measure the likely sphere of influence of the airport facilities manager is developed. While the framework presented herein is designed to understand the role of the FM in the context of airport facilities, the analytical technique underpinning it is applicable to designing evaluation models to perform analyses of the FM influence in the case of other facilities. The paper’s relevance thus extends beyond airport management.
Information systems in public housing management: case study of a town council in Singapore
Authors: Ming Yu Shi , Sheng Han Sun
Published: November 2002

Rapid development of information technology (IT) has posed constant challenges to business information management. By using a case study, this paper discusses the main components and development of an information system (IS) for public housing management in Singapore. It was found that the IS has evolved around a core of transaction processing system, with value‐adding sub‐systems which reflect the use of the latest IT. The paper not only contributes to the understanding of IS for public housing management, but also to the planning of IS for business management.
Experience of energy performance contracting in Hong Kong
Authors: Davies Hilary A. , Chan Eric K.S.
Published: November 2002

Hong Kong has experienced an average annual growth in final energy consumption of 4.7 per cent over the last ten years. An initiative being undertaken by a small number of government and commercial organisations is to limit their own consumption of electricity through performance contracting. Performance contracting is essentially a partnering process, where a client organisation partners with an energy management firm to identify and achieve energy savings for the client organisation. The research undertaken for this project has identified a number of factors that are considered to affect the success of performance contracting in Hong Kong. In a survey of practitioners, who have experience of performance contracting, some of the key benefits of this approach identified include the fact that there are substantial energy cost savings to be made. These savings are guaranteed by the partnering energy saving company and there are overall improved operational and plant efficiency gains. Key requirements for the success of such schemes include the setting‐up of an agreed energy baseline against which to measure results and human factors such as commitment to the enterprise at all levels of the organisation and trust between the co‐operating organisations. The paper expands the discussion on the benefits, obstacles and necessary ingredients for performance contracting that are likely to be applicable not just to Hong Kong but to the successful implementation of any such scheme.
Corporate competence in FM: current problems and issues
Authors: Roberts Phil
Published: November 2002

Over the past ten years there has been a significant shift towards the outsourcing of facility and real estate services in both the public and private sectors. However, relatively little attention has been given to the corporate competencies needed to maximise the benefits of externalisation of this kind. A number of models have been proposed such as the intelligent client, the contract manager and the partnering champion. However, research has shown that the successful development and implementation of new facilities need the active participation and involvement of a wide range of well‐informed end users. This paper considers the range of management models currently proposed to deal with these problems, and proposes a framework for the development of corporate competence that emphasises the importance of a collaborative approach in which key facility management perspectives form part of the wider culture of the client organisation.
History of real estate management from a corporate perspective
Authors: Krumm Peter J.M.M.
Published: November 2002

Although often regarded as mere bricks and mortar, real estate often plays an important role in supporting corporate growth and even survival. Parallel to the rapid growth and evolution of (multinational) corporations, real estate portfolios expanded. In order to manage these portfolios, corporations established special staff and supporting departments in order to take care of these assets. Based on the results of case studies, this paper provides an analysis. In addition to a mere historical overview the outcomes of the study also provide lessons for corporations currently facing a similar path of growth. This article builds on a previous contribution and presents an in‐depth analysis of the evolution of (corporate) real estate departments related to changes in the corporate setting. In addition to a mere historical overview the outcomes of this contribution provide lessons as well for today’s managers facing similar paths of growth.
CAD standards and the institutions of higher education
Authors: Erdener Eren , Gruenwald Hermann
Published: November 2002

This paper focuses on the need, development and implementation of CAD standards for institutions of higher education. To efficiently communicate planning, design, construction, and management information among the internal and external parties involved, thousands of these highly complex organizations worldwide are in need of CAD standards. These standards are instrumental in consolidating information; originating from operational and academic units of a university, they constitute the backbone of the Facility Management Information System (FMIS) and eliminate necessary conversions and duplication of efforts. This paper highlights the theoretical underpinnings for standardization and illustrates the strength and weaknesses of various standards and implementations in CAD and their uses in the Design Information Management component of a university FMIS. Although the paper concentrates on design information management, the very same standards are useful both in construction and in management information activities.
Conceptualising and operationalising the research interface between facilities management and hospitality management
Authors: Losekoot Erwin , van Wezel Ruud , Wood Roy C.
Published: November 2002

This paper examines conceptual links between facilities and hospitality management in the context of customer satisfaction. In both areas, there has thus far been a lack of theorising about the subject‐matter which might legitimately be encompassed within subject boundaries. By focusing on the single area of customer satisfaction an attempt is made to show how this process might proceed, albeit in a narrowly focused manner. The paper examines “hard” and “soft” dimensions to facilities management in hotels by means of an investigative probe into the nature of customer complaints in hotels. No claims are made for the generalisability of findings, rather it is the intention to show how, in the application of facilities management concerns, it is possible to engage in conceptual development and empirical study.
Barriers to the operation of the facilities management: property management interface
Authors: Pitt Michael , Hinks John
Published: November 2002

Facilities management (FM) is often seen as the management of cost‐efficiency rather than as a method of achieving the multi‐dimensional enhancement of business competitiveness. If the role of FM is to be recognised for the literally facilitating strategic mechanism that it represents, organisational structures must be constructed in an enabling rather than a disabling form. This paper argues that existing organisational structures tend to repress the need for the integration of the functional and strategic dimensions of FM, through the practice of physically separating responsibilities for the various aspects of supporting the business operation, and this is compounded by the general failure of management to look at property issues broadly. The paper proposes the existence of barriers to the operation of the facilities property management interface and suggests that an improvement in effectiveness is possible by the incorporation of facilities managers into strategy management through subordination to strategy as opposed to management.
Flooring materials – life‐cycle costing for educational facilities
Authors: Moussatche Helena , Languell Jennifer
Published: November 2002

The tight schedule of developing, designing, and managing educational facilities limits the time and resources needed to correctly assess the full cost of building materials. As a result, the selection of interior finishing materials is commonly driven solely by initial cost. This study evaluates interior floor materials currently available for use in K‐12 educational facilities in the State of Florida. The range of materials chosen for the comparison encompasses common flooring materials installed over appropriate sub‐floor materials. The flooring alternatives are evaluated using a service life‐cycle cost (LCC) analysis based on the 50‐year service life specified by the Florida Department of Education. A net present worth (NPW) analysis that includes initial costs, operation and maintenance costs, and replacement costs of each selection is used to evaluate the materials. Interior floorings initial cost, replacement cost, service life, and operations and maintenance costs are compared to the materials resulting LCC.
Annual CREMRU‐JCI survey of corporate real estate practices in Europe and North America: 1993‐2000
Authors: Bon Ranko , Luck Rachael
Published: November 2002

The annual survey of corporate real estate practices has been conducted by CREMRU since 1993, and in collaboration with JCI since 1997. The survey has been supported by IDRC and NACORE, two leading professional associations concerned with corporate real estate. In 1999 IDRC endorsed the survey and opened it to a wider audience. This summary of the eight annual surveys focuses on the incidence of corporate real estate management (CREM) policies, functions and activities, as well as the assessment of knowledge or skills relevant to the CREM function in the future. Both are of vital interest to educational institutions concerned with this field, as well as the personnel and training functions within organizations concerned with better management of their property.
Is IP everywhere the way ahead for building automation?
Authors: Finch Edward
Published: November 2002

Conventional wisdom suggests that the complete integration of building automation systems is the final outcome in the evolution of intelligent buildings. Security systems, energy management systems, fire alarm systems are some of the automation systems that are converging to produce a single integrated environment for building automation. These systems can execute global strategies so that the building is able to function in harmony. But one question is starting to emerge from this seemingly inevitable convergence. Is the consolidation of a single building automation protocol actually precluding possibilities for communication beyond the building automation sphere? The organic nature of the modern built environment requires cooperation between organizational activities, means of production and the facility itself. This process of integration cannot be achieved whilst the building operation is seen to be independent from other communication and control systems. Argues that the process of integrating building systems may in fact isolate such systems from a much broader range of information technology systems. Describes the use of embedded Web servers, an area where open integration might be developed. Divergence rather than convergence appears to be the future for building automation systems.
Strategic optimisation of airport passenger terminal buildings
Authors: Pitt Michael , Kok Wai Fong , Chai Teck Phua
Published: November 2002

Airport design has improved significantly in the last 20 years. Design has moved from simple protection from the elements to almost full automation. Many older airport facilities are now outdated and require replacement. The decision to replace must be made based upon benchmarking with similar airport facilities. Summarises the current position with airport design and suggests that efficient use of facilities cannot depend upon shareholder return alone but must be based on national interest and efficiency demonstrated through external benchmarking. Suggests that facilities managers must be aware of the expectations of the airlines and passengers and the indicators used in the assessment of performance. Outlines the reasons that influence an airport’s decision to upgrade or replace its terminal facilities.
EMAPS – a GIS application in town council management in Singapore
Authors: Sheng Han Sun , Ming Yu Shi
Published: November 2002

Discusses a geographic information system (GIS) application, known as EMAPS, in public housing management in Singapore’s town councils. EMAPS is a recent addition to town council information systems, contributing to the management and analysis of spatial information. The development and implementation of EMAPS highlight a number of challenges that are faced by facility management professionals in their efforts to build up a competitive edge for their businesses in this dynamic high‐tech age.
The negligent conveyancing of polluted and contaminated land
Authors: Keeping Miles
Published: November 2002

There has been much discussion of the subject of contaminated land in the academic and professional press, particularly since the proposal to register sites subject to contaminants prior to the enactment of the Environmental Protection Act 1990. Much of this work has focused on aspects of the regulatory regime such as liability for pollution and its remediation and on the consequences of owning a contaminated site in terms of the site’s value. There has been relatively little discussion, other than in engineering journals, on site investigations and how these can assist potential purchasers of land in avoiding acquiring liabilities with a contaminated site. Similarly, there have been few articles concerning the liability of professional advisers in this respect. Seeks to explore both of these issues by examining the role of conveyancing professionals in England and Wales. It contains discussion of how liabilities for pollution may be acquired and reports primary research which indicates that conveyancers may not, in general, be exercising their professional duties to protect clients’ interests adequately.
Theory and explanation in international property cycles since 1980
Authors: Pugh Cedric , Dehesh Alireza
Published: November 2002

Since 1980, property cycles have emerged emphatically as a phenomenon of urban development in both developed and developing countries. Among the many things which need to be explained is the continuing high levels of financial investment in property sectors, even well past the time when supply exceeds demand and vacancy rates continue to grow. Various intellectuals have put forward new theories and some situational explanations of the periodic over‐capitalisation in property. The economic adversities are not confined to the property and finance sectors. They extend into the socio‐economic performance of national economies, and in some cases they have international linkages and impacts. Gives exposition and evaluation relating to cyclicity in the USA, the UK, Japan, and some developing countries in Asia. The aim is mainly centred on explanation and theory, extending earlier published work in the authors’ research programmes in property cycles, urban development, and experience in both developing and developed countries. The economic, social, and political significance of property cycles is enormous.
The valuation of the site in depreciated replacement cost and contractors basis valuations
Authors: Andrew Anthony , Pitt Michael
Published: November 2002

Examines a practical problem that arises in the Depreciated Replacement Cost (DRC) valuation of specialised property assets, particularly those owned by Central Government and the National Health Service which are subject to capital charging. The DRC approach values the site on a market basis and the building on a cost basis, adjusted for obsolescence, and aggregates the two elements. The literature and most practitioners having tended to focus on the problems of the cost elements, aims to look more closely at the problems relating to the site valuation. Different approaches significantly affect the value and can also react perversely with other strands of Government policy. While the main focus here is on Central Government property assets, these throw into sharp focus issues which are of wider interest.
User‐oriented approach to Web referral: Museo Mediator and the hyperguide for health prevention
Authors: Paci A.M.
Published: November 2002

Outlines the results of a research into new methods and tools to design and implement user‐oriented Web referral services for the Internet. Reports on a research project aimed to build a new indexing technique which integrates into a matrix model the experience in database searching and indexing capabilities with various new criteria derived from the use of the Internet. Emphasis is on the need of improving Web usability in specific domains. Proposes a descriptive methodology, named unified multiform context (CUM) to analyze different groups of Web sites. The CUM methodology led to different results. In the direction to improve the network secondary communication, qualified support comes from the legacy of information studies, which have developed the ability to extrapolate the information elements from heterogeneous information materials of different nature, to reorganise these elements in complex value added and dynamic systems and proactively to disseminate and communicate the results into a knowledge process. Internet referral is not a static thing but a life‐cycle process. It requires building a dynamic framework sensible to major variations and modifications: to this end it is vital to activate bilateral communication with the institutions whose Web site is considered an information resource for the library service.
Computer applications in Indian Institutes of Technology libraries
Authors: Singh S.P.
Published: November 2002

The Indian Institutes of Technology (IITs) have been recognized all over the world as centres of excellence in learning, training and research in the fields of engineering and technology. This paper describes the present state of computerization in six IIT libraries (Bombay, Delhi, Guwahati, Kanpur, Kharagpur and Madras). The different aspects covered are hardware, software, applications, databases, CD‐ROMs, online search services, networking and marketing of products and services. Future plans have also been covered where available. The data was gathered through questionnaires. In addition, annual reports and other primary documents of the libraries were used.
Developing an XML framework for an electronic document delivery system
Authors: Yu Shien‐Chiang , Chen Ruey‐Shun
Published: November 2002

The Internet has forced libraries to consider how to assist users to rapidly retrieve information. Such a consideration has accelerated the development of electronic publishing and has positioned the library as mediator between users and providers: archiving information circulation and providing secure copyright clearance through an efficient electronic document delivery and payment mechanism. This work develops an Extensible Markup Language (XML) framework for electronic document delivery that offers a novel electronic document delivery system and also locates publishers who can provide the copyrighted material in an electronic format via the OPAC. The proposed electronic document delivery system has four functions: (1) it enables the electronic document payment; (2) it shortens the time between inquiry and electronic document retrieval; (3) it anticipates the changing role of libraries; and (4) it reduces the printed collection load of libraries.
Transition to a unified system: using Perl to drive library databases and enhance Web site functionality
Authors: Condit Fagan Jody
Published: November 2002

Libraries need to routinely redesign their Web sites, and using a database to manage the content will improve the process considerably. This case study describes how a Perl‐driven database improved Web site organization and patron access, made subsequent revisions much easier, and allowed non‐HTML savvy staff to update content.
Resource‐sharing among major libraries of Kuwait
Authors: Anwar Mumtaz A. , Abdulqader Al‐Jasem Dheya
Published: November 2002

Focuses on resource sharing in Kuwaiti libraries, which, due to many factors, has now become an economic and information provision necessity. Presents the results of a survey of 17 libraries in Kuwait. It was found not only that the current resource‐sharing activities are at a minimal level, but also that all libraries do not actively participate in these. However, librarians consider resource‐sharing very important for their libraries, are aware of its benefits, and know the hurdles in developing a resource‐sharing network. They are willing to participate in such a network if one was developed. Recommends that the National Council for Culture, Arts and Letters should create a National Task Force to develop a detailed plan for a national resource‐sharing network. Proposes that the National Library should be designated as the coordinating agency for this network and suggests the establishment of a permanent national committee, with representation from all major libraries, to be responsible for policy making.
Cultivate UK Web site: the development of a portal
Authors: Johnson Rosalind
Published: November 2002

Describes the history and development of the Cultivate UK Web site. The site was created as part of the European Commission (EC) funded Cultivate project, which aims to create a European cultural heritage network for libraries, archives and museums, and to provide information and advice on cultural heritage opportunities under the EC’s Information Society Technologies (IST) Programme. The project also publicises results of the IST Programme. The UK site is designed as an easily updated portal and first source of information for the UK cultural heritage sector on the IST Programme.
Familiarization of electronic books
Authors: Subba Rao Siriginidi
Published: November 2002

Highlights the evolution and potentiality of electronic books (eBooks) and presents a comprehensive definition from the various definitions reported for eBooks and their types, the pros, cons and users. Available eBook hardware, such as Rocket eBook Reader, SoftBook Reader, EveryBook Dedicated Reader and Millennium eBook Reader; software, viz. Adobe Acrobat, Microsoft Reader, Glassbook Reader, DocAble, SoftBook Reader, RocketLibrarian, PeanutReader, etc. is listed together with sources for eBook titles. Also briefly discusses eBook standards and copyright protection. Concludes that eBooks are rapidly becoming a viable alternative over the traditional medium and will continue to stay in one form or another.
Interlending among the states of former Yugoslavia
Authors: Močnik Vida
Published: November 2002

Interlibrary loan and document delivery are important elements of any library system, very much influenced by political and economical background of the state. The article reviews the interlending among the countries in former Yugoslavia and after the dissolution. Introduced are library information systems, interlending activity and the prospects for better interlibrary loan co‐operation.
Automation of interlibrary loan services: effects on the patron and the library
Authors: Porat Lynne
Published: November 2002

The growing need for libraries to minimise expenses and reduce the number of labour‐intensive tasks has prompted the ILL unit of the library at the University of Haifa in Israel to undertake a systematic process of automation. The article describes the process and development of this automation and assesses the extent to which it has improved customer service. Also outlined are ways in which the library has benefited from the automation.
Consortial journal licensing: experiences of Greek academic libraries
Authors: Xenidou‐Dervou Claudine
Published: November 2002

The dramatic price increases in journals subscriptions over the past 30 years have undermined the ability of academic libraries to sustain their collections development at the level necessary to support educational and research activities in the institutes they serve. The article describes the foundation of a consortium in order to go some way towards alleviating the problem. Statistics of the use of HEAL‐Link are given.
Brief communication: document supply in Latin America – report of a seminar
Authors: Cornish Graham P.
Published: November 2002

Report of a seminar and workshop held in Buenos Aires on the issue of access to information. Publication output, acquisition, retention and conservation policies, interlibrary loan and national planning were among the topics discussed.
Interlending and document supply: a review of recent literature – XL
Authors: Gould Sara
Published: November 2002

Reviews emerging trends and new challenges in interlending, document delivery and resource sharing, as written up in the recent literature. Focuses on the balance of providing access to journal articles via commercial document supply, traditional interlibrary resource sharing and access to publisher full‐text databases. Reference linking, aggregator services and the challenges of providing effective access to material in less developed countries are also considered
Strategic issues of e‐commerce as an alternative global distribution system
Authors: Javalgi Rajshekhar , Ramsey Rosemary
Published: November 2002

Global e‐commerce, created by the convergence of information and communication technologies, transcends business boundaries while changing the landscape of the twenty‐first century global economy. Although still in an infancy stage its impact has already been colossal in just a few years. Various constituencies (such as individuals, institutions, governments, and nations) around the world are recognizing its benefits. Given its importance and unprecedented growth potential, there is a need for research addressing various e‐commerce issues, especially the dimensions influencing its growth and role as a new electronic distribution channel. This article provides a framework for analyzing the issues involved in leveraging the Internet as a global distribution tool. While focusing on this theme, the article also presents the discussion of the key building blocks impacting the diffusion of global e‐commerce and future research directions.
Customer adoption of tele‐banking technology:the case of Saudi Arabia
Authors: Al‐Ashban Aref A. , Burney Mohammed A.
Published: November 2002

Currently, the banking industry is facing increasingly demanding customers and quickly eroding competitive edges. Recent technological breakthroughs in various areas, however, offer opportunities for the banks to excel in customer service quality and convenience. One area of major breakthroughs is the service delivery systems that are reshaping the banking business radically. However, there are relatively few empirical analyses of the impact of tele‐banking service technology on customers. Examines the adoption of tele‐banking in Saudi Arabia. The field findings reveal that customers increasingly extend their use of tele‐banking as their experience grows with the system. The results also indicate that in general Saudi consumers’ income levels and education play a vital role in their adoption and usage of tele‐banking technology.
Market orientation and the response of UK financial services companies to changes in market conditions as a result of e‐commerce
Authors: Hughes Tim
Published: November 2002

The UK financial services industry is changing rapidly, particularly as a result of developments in distribution, notably with e‐commerce. The aim of this study is to apply the conceptual framework of market orientation to explain how a number of financial services companies are responding to this fundamental distribution change. The fieldwork consisted of multi respondent semi‐structured interviews conducted in four major UK financial services companies from December 1999 to August 2000. This paper puts forward some initial findings and observations from these interviews. E‐commerce is recognised by the great majority of respondents as being fundamentally important as a new way of providing information, purchasing certain products, automating transactions, providing self service and lowering costs. In the new standalone operation studied, the instant and centralised communication made possible by e‐commerce promotes the ability to respond to customer requirements in a way that corresponds to many aspects of the major market orientation models. However in trying to integrate e‐commerce with more traditional channels, in existing organisations, there are some major challenges to overcome.
Analysis of quality management practices in services
Authors: Behara Ravi S. , Gundersen David E.
Published: November 2002

Theory building efforts in quality management have begun in earnest. However, while services continue to dominate the developed economies of the world, these studies have mostly focused on manufacturing firms. Research that addresses this limitation by specifically addressing quality management in service organizations is presented in this paper. Through a survey of 170 US service firms, this study empirically develops and validates 11 constructs for quality management in services. A comparison between this study and other empirical quality management studies highlights many distinct quality management constructs in services. It also shows that all empirical studies have some gaps in the coverage of their constructs, reiterating the need for continued quality management theory building research in services and manufacturing.
A power approximation model for the joint determination of X and R control chart parameters
Authors: Gélinas René
Published: November 2002

Discusses the problem of the joint determination of the parameters for X and R control charts. A simple heuristic, called a power approximation, is presented. The power approximation is based on three regression equations which are used to estimate the sample size and the control limits for the X chart and the R chart. Thereafter, some developments and discussion about the proposed power approximation are presented and the method’s performance is tested and assessed using a set of problems previously studied in various scientific publications, and also using a specific set of data from a previously published study.
Average type‐II censoring times for two‐parameter Pareto and Rayleigh distributions
Authors: Chiou Kuo‐Ching , Tong Lee‐Ing
Published: November 2002

Reliability engineers must not only consider the consumption of energy, capital and material resources, but also seek more economic means of completing experiments effectively. This study derives formulae for computing ratios of expected type‐II censoring times and expected complete sampling times when the lifetime adheres to two‐parameter Pareto and Rayleigh distributions. Utilizing such formulae allows the construction of tables providing information about how much experiment time can be saved by employing a type‐II censoring plan instead of a complete sampling plan. Engineers can employ the proposed tables to determine the censoring number, the initial sample size and the other relevant parameters for reducing the total experiment time. Illustrative examples demonstrate the effectiveness of the proposed procedure.
A knowledge‐based system as a design aid for quality assurance information systems
Authors: Nookabadi A.S. , Middle J.E.
Published: November 2002

The objective of an effective quality assurance system should be to assist a company to satisfy customer needs and expectations while, at the same time, helping to protect the company’s interests, ultimately “bottom line” profit. Customer demands and expectations, however, tend to be changeable and manufacturing companies have to be flexible so that they can respond to these changes and continuously satisfy customer demands. Therefore a quality assurance system, as a sub‐system of the manufacturing system, must also be designed to cope with these issues of change. A knowledge‐based decision system having appropriate decision criteria and rules to recommend modules of a quality assurance system appropriate to specific company profiles will therefore be a valuable tool for executives and managers of manufacturing businesses. This paper summarises the results of a study conducted on more than 500 UK companies. The main results are in the form of an algorithm that can be used in the formulation of the knowledge‐based decision system.
Sample size: achieving quality and reducing financial loss
Authors: de Korvin André , Shipley Margaret F.
Published: November 2002

Determining the proper sample size such that quality is assured while financial losses are not unnecessarily incurred is critical to an effective quality program. The main purpose of the present work is to design a fuzzy controller to adjust sample sizes according to potential fuzzy loss penalties. A set of fuzzy rules is given where, depending on the antecedents, the sample size may be decreased, moderately modified, or increased. At any given moment the proportion of defects in the sample determines the firing strength of the rules suggesting an appropriate sample size. These rules are then modified to include an analysis of the decision maker’s belief that in a particular situation an inappropriate rule is being considered such that an expected loss would be incurred in meeting or falling short of defined quality goals.
A new process capability index for non‐normal distributions
Authors: Chen Jann‐Pygn , Ding Cherng G.
Published: November 2002

Many process capability indices have been proposed to measure process performance. In this paper, we first review Cp, Cpk, Cpm and Cpmk, and their generalizations, CNp, CNpk, CNpm and CNpmk, and then propose a new index Spmk for any underlying distribution, which takes into account process variability, departure of the process mean from the target value, and proportion of nonconformity. Proportion of nonconformity can be exactly reflected by Spmk. Its superiority over CNpmk, a recently developed index, also taking into account process variability and departure from the target value, is demonstrated with several non‐normal processes. A method is proposed to estimate Spmk, with illustrations.
A conceptual QFD planning model
Authors: Han S. Bruce , Chen Shaw K. , Ebrahimpour Maling , Sodhi Manbir S.
Published: November 2002

Quality function deployment (QFD) is a structured approach to seek out customers, understand their needs, and ensure that their needs are met. QFD is probably the most important management tool developed to assure quality in new or improved products and services. As with any other tool, the quantum of benefits obtained from the use of QFD is proportional to the effectiveness of its use. To enhance the effectiveness and efficiency of QFD as a means to transfer the “voice of the customer” into design and production, a new comprehensive hierarchical framework for QFD planning process and a zero‐one goal programming model for the selection of design requirements are proposed. The hierarchical framework contributes to the strategic guidance and provides clear direction for QFD teams during the construction of the house of quality. The decision model assists in determining a set of design requirements that most effectively meet customer needs subject to limited resources and other organizational restrictions. An illustrative example is also provided to demonstrate the practical usage of the design selection model.
In search of quality: the quality management experience in Singapore
Authors: Yong Josephine , Wilkinson Adrian
Published: November 2002

The total quality management (TQM) literature has largely been based on experience in Japan, the USA and the UK, however, other countries especially those in South‐east Asia remain under‐researched. In this paper we consider the experience of the quality management (QM) movement in Singapore. With the trend towards globalisation, it is inevitable that Singapore companies will increasingly have to compete with those from developed economies. The implication for Singapore firms is that they will have to provide world‐class quality products and services in order to have a share of the global market. This research examines the extent and nature of QM in Singapore private sector companies, and the issues that have arisen from this study based on an exploratory survey. We use aspects of the Baldrige criteria in order to determine the progress of QM‐practising companies in Singapore towards the objectives of TQM. We conclude that while there is some evidence of familiarity with TQM ideas and principles, there is a long way to go for Singapore in terms of achieving a TQM culture.
Optimal testing‐time allocation for modular systems
Authors: Xie M. , Yang B.
Published: November 2002

Software testing is usually a very costly and time‐consuming phase in software development. As most software systems are modular, it is of great importance for the management to allocate the limited testing‐time among the software modules in an optimal way so that the highest quality and reliability of the complete system can be achieved. In this paper, the problem of optimal testing‐time allocation for modular software systems is studied. A generic formulation of the problem is presented based on nonhomogeneous Poisson process models. The aim is to maximize the operational reliability of the software system. Numerical examples are presented to illustrate the optimisation algorithm and the solution. Furthermore, as software reliability growth models consist of a number of parameters, an example of a sensitivity analysis is also shown. Such a sensitivity study is useful as important model parameters can be identified given more attention.
Outage costs and strategy analysis for hi‐tech industries
Authors: Juei Wang Earl
Published: November 2002

Herein a cost minimization model with fuzzy multiple goals to determine available alternatives, which will economically enhance the quality of electricity within high‐tech industries is developed. The proposed model focuses on the worsening phenomenon of the quality of electricity within high‐tech industries. Electricity quality is initially divided into load curtailment, interruption frequency and interruption duration, and is associated with the cost components and defined in terms of damage functions. A model is formulated using fuzzy multiple goals based on these damage functions and the characteristics of demands for electricity quality. A realistic packing enterprise is implemented to test the model methodology. The results of the implementation demonstrate that the proposed model is adequate for the high‐tech enterprise on deciding electricity quality planning.
Cultural dimensions of decision making: Denmark and France compared
Authors: Schramm‐Nielsen Jette
Published: November 2002

In spite of decades of focus on decision making and decades of research on cross‐cultural management, few authors have devoted attention to the combination of decision making and specific cultural settings. The focus of this paper is the decision‐making processes in French and Danish companies. Results from empirical data indicate that there are clear differences in the ways decisions are arrived at in terms of how managers emphasize different phases of the decision‐making process. The analysis also shows what happens when different stages become the responsibility of people in different roles within the organisation. In the analysis, the importance of decision rationality is discussed, and the different cultural styles are linked to the classical theories in decision making such as economic man, administrative man, and muddling through. Since these are found inadequate to characterize French and Danish actual behaviour, new models are suggested under the labels of emotional man and action man.
Balanced scorecard: theoretical perspectives and public management implications
Authors: Johnsen Åge
Published: November 2002

In this study it is argued that positive agency theory is a relevant theoretical perspective in studies of the balanced scorecard in business management because agency theory addresses implementation and organizational control issues. If the balanced scorecard is to be applied also in public management, then positive agency theory should be complemented with political economy to incorporate possible implementation and organizational control issues related to political uncertainty, common agency and implementation ambiguity. It is argued that uncritical application of the balanced scorecard in public management could result in dysfunctions common in Soviet‐type, central planning. However, such dysfunctions could be reduced with certain modifications of the balanced scorecard in order to facilitate political competition to a relatively larger extent.