bluuebunny/crossref_metadata_2025 huggingface dataset:
Using a human capital scorecard as a framework for analytical discovery
Authors: Ingham Jon
Published: February 2011

Purpose

The purpose of this paper is to suggest that analytics are most useful where they support and enable strategic decisions about people management and the business.

Design/methodology/approach

The paper explores how organizations can best make the link between strategy and the analytics they choose.

Findings

The best way to link analytics and strategy is through a human capital scorecard. This scorecard should be based on a strategy map like the original balanced business scorecard, which links inputs, human resource (HR) activities and human capital outputs together and also shows how these are linked to HR's impacts in the business.

Practical implications

Organizations are advised to think strategically about the sorts of analytics they can develop in order to drive decision making about people and the potential impact of people on business performance. In many cases, they will find that developing a strategy map that identifies objectives for the people management strategy, followed by a scorecard identifying measures for these strategies, and then analytics to add value to the chosen measures, will be the best approach to HR measurement and analysis.

Originality/value

Other authors have suggested forms of HR scorecard but these have not been based on a strategy map. This limits their usefulness and, in particular, does not enable analytics to be developed that link to strategic needs within a business.
Measuring human capital
Authors: Baron Angela
Published: February 2011

Purpose

The aim of this paper is to identify how human resource (HR) professionals can best approach the measurement of human capital. This is an evolving area and those organizations held up as exemplars are constantly reviewing their approach and measures and striving for better understanding of people contribution.

Design/methodology/approach

The paper draws on experience and research from within the Chartered Institute of Personnel and Development in the UK since 2000 and up to 2011, as well as external research sources.

Findings

The paper finds that there is no one way to carry out human capital measurement as it is context‐specific. However, there are certain people management measures that when applied would provide managers with useful insights in most organizations. More important than specific measures is that the processes around measurement are accurate and trustworthy.

Practical implications

All forms of capital must be evaluated and analyzed in context to understand how people drive business performance. Human capital only adds value if it can be successfully converted into goods and services that will make a profit.

Originality/value

The paper examines people management measures which provide managers with useful insight in most organizations. However, it concludes that it is more important that the processes around measurement should be accurate and trustworthy.
Auditors' going‐concern judgments: rigid, adaptive, or both?
Authors: Rosman Andrew J.
Published: February 2011

Purpose

The purpose of this paper is to examine when auditors' decision behavior is rigid and adaptive in the going‐concern judgment. Because rigid behavior has been found to produce inappropriate outcomes, understanding when decision behavior is rigid or adaptive can lead to improved decision making.

Design/methodology/approach

An experiment is conducted using cases based on real companies to produce information search traces as dependent measures that are studied in the ill‐structured and structured parts of the going‐concern task.

Findings

Auditors are adaptive in ill‐structured tasks and rigid in structured tasks as predicted by theory. Evidence of flawed decision making commonly found in studies of fixation and related concepts was not found.

Research limitations/implications

The findings suggest the importance of explicitly accounting for task structure when studying decision behavior in situated contexts. Future research could assess whether task structure similarly impacts behavior in non‐auditing contexts.

Practical implications

Researchers and practitioners have long been concerned about inappropriate rigid behavior. This paper helps practitioners better understand when rigid or adaptive behavior is likely to occur to improve decision making.

Originality/value

Taking a novel approach to reconcile two well established but conflicting bodies of literature by focusing on “when” not “whether” people are rigid or adaptive, this paper resolves a long‐standing paradox. The implication for the literature is that reframing the question and directly measuring behavior demonstrates that individuals are neither rigid nor adaptive, but can be both as they follow behavior that is consistent with the demands of the task when the demands are defined in terms of task structure.
Measuring flight to quality: a local correlation analysis
Authors: Can Inci A. , Li H.C. , McCarthy Joseph
Published: February 2011

Purpose

The purpose of this paper is to use the local correlation technique to measure flight to quality, which is defined as a pronounced and generally rapid increase in risk aversion. Flight to quality between American, British, German, Japanese, and Hong Kong spot equity indices and index futures is examined.

Design/methodology/approach

The technique of non‐linear local correlation is employed to detect flight to quality in both spot and futures markets. The use of this methodology allows us to properly process both normally or non‐normally distributed time series. In addition, the estimation of local correlation minimizes the theoretical restrictions resulting from the selection of conditional events and the use of linear regression.

Findings

As market risk grows, an increase in flight to quality is documented. For example, a crash in the US stock market results in the flight of capital to the Treasury bond market. Evidence of flight to quality from domestic and foreign spot equity markets to US Treasury bonds is provided. Furthermore, flights to quality from domestic and foreign index futures to US bond futures are revealed. The strength of the reaction from one market to the other is measured and reported. Surprisingly, the authors observe that when market risk becomes extremely high, flight to quality diminishes.

Originality/value

To the best of the authors' knowledge, this is the first study that examines flight to quality in the futures markets by applying local correlation analysis. This study broadens the application of local polynomial regression and local correlation analysis.
Financial development index and economic growth: empirical evidence from India
Authors: Muhammad Adnan Hye Qazi
Published: February 2011

Purpose

The purpose of this paper is to construct a financial development index (FDI) for the Indian economy and also examine the relationship between FDI and economic growth.

Design/methodology/approach

Augment Dickey Fuller, Phillips Perron and Ng Perron unit root tests are employed in order to determine the level of integration. The long‐ and short‐run dynamics are obtained by using auto‐regressive distributed lag approach to cointegration and rolling window approach to estimate coefficient of each observation.

Findings

The results indicate that long‐run relationship is presented among the economic growth, FDI, real‐interest rate (RIR), labor force and capital. But FDI negatively associated with economic growth in the case of long‐ and short‐run and RIR also negatively determine the economic growth only in the long run. The rolling regression result confirms that FDI negatively associated to growth in the years of 1978, 1979, 1984‐1987, 1990, 1996‐2000, 2004 and 2005 and RIR is impede economic growth in the years of 1978, 1979, 1986, 1988‐1997, 2001, 2002, 2006 and 2008.

Originality/value

The paper constructs an FDI for the Indian economy by using the four indicators of financial development. The findings are useful for India's policy makers in order to maintain the parallel expansion of financial development and economic growth.
A simple index of banking fragility: application to Indian data
Authors: Ghosh Saibal
Published: February 2011

Purpose

Using data on Indian banks for 1997‐2007, the purpose of this paper is to develop an index of banking fragility and subsequently examine the factors affecting the index.

Design/methodology/approach

The author employs basic distributional assumptions to develop the index and subsequently, employs panel data techniques to examine the factors which affect the index.

Findings

Based on the statistical properties of the index, banks are classified as exhibiting high, moderate, and low stability. The multivariate regressions indicate an important role for banking industry variables in influencing the index.

Practical implications

The paper complements the strand of literature which has been focusing on developing indicators of banking stability and examining the factors affecting them.

Originality/value

To the author's knowledge, this is perhaps the first study for an emerging economy and more certainly for India, to examine this issue.
Development of marketing‐driven measure of risk perception
Authors: Singh Ranjit , Bhowal Amalesh
Published: February 2011

Purpose

The purpose of this paper is to measure the risk perception of the employees in respect of equity shares, from the perspective of elements of marketing mix and to ascertain the degree of influence of elements of marketing mix on equity‐related risk perception.

Design/methodology/approach

Primary data based on the interview schedule were collected from the employees of Oil India Limited and various tables prepared. For analysis of data, Cronbach's alpha and Friedman test analysis were employed.

Findings

Out of the four elements of marketing mix considered in the study, the degree of influence of price driven measure of risk perception is highest and others in order are product, promotion and place driven measure of risk perception, respectively.

Originality/value

The paper is the first of its kind and hence original in nature.
The Influence of Organizational Justice on Employees’ Motivation to Participate in Training: A Quality System Perspective on Human Resource Practices
Authors: Seok Kang Dae , Sung Kim Youn , Won Lee Dong
Published: February 2011

This study sought to examine the effect of three (distributive, procedural, and interactional) justice perceptions in predicting employees’ motivation to participate in training activities. On the basis of theoretical linkages between the constructs, full mediation and partial mediation models by perceived benefits of training were developed. The models were tested using SEM (Structural Equation Modeling) on responses from 302 employees of three wireless operators in the Republic of Korea. The results showed the partial‐mediation model is a dominant model. It also confirmed that interactional justice directly influence motivation to participate in training, whereas procedural justice influence the variable through perceived benefits of training. Furthermore, limitations and implications of the current study and directions for future work are discussed.
Adopting Process Management – the Importance of Recognizing the Organizational Transformation
Authors: Hellström Andreas , Peterson Jonas
Published: February 2011

The purpose of this study is to investigate what happens within an organization when a process view of the business is adopted. With the example of an empirical case, we aim to illustrate: how members of the organization make sense of process management; what contributions members of the organization consider to be the result of adopting a process view; and the relationship between the functional and the process structure. The empirical base in this study is one of Sweden’s largest purchasing organizations within the public sector. The results are drawn from interviews with the process owners and a survey to all members involved in process teams. The case findings reveal an ambiguous image of process management. At the same time as process management solved specific organizational problems, it generated new dilemmas. It is argued that it is more rewarding to consider the adoption of the process view a “social negotiation” rather than the result of planned implementation. The study also highlights that the meaning of process management is not anything given but something being created, and its negotiation and translation into organizational practice is open‐ended. Furthermore, the study givs an illustration of the conflict between the adopted process view and the existing functional organization.
Product Specification Management in Collaborative NPD: An Investigation of Problems and Good Practices in Electronics Industry
Authors: Lam Ping‐Kit , Chin Kwai‐Sang , Cheung Wai‐Ying
Published: February 2011

Client‐supplier collaboration has been an imperative approach to new product development (NPD), in which a good product specification management system and practice is crucial to the assurance of product quality. This study investigates product specification management in client‐supplier collaborative NPD. Based on the interviews and survey study, 12 problems and 13 good practices of product specification management are identified. It also compares the importance and degree of the implementation of the product specification practices in Hong Kong electronics industry. The results suggest that more intensive practices should be implemented for better product specification management.
Swedish Constructing Excellence: A Tool for Quality Management within Construction Projects
Authors: Lindström Johnny , Josephson Per‐Erik
Published: February 2011

The Swedish construction sector has been criticized in media for being corrupted, unproductive and conservative. Several incidents, e.g. cartels, work on the side without paying tax and moisture problems, have had a great deal of attention. Of that reason has the government initiated a number of investigations in order to identify the major problems in the construction industry. Further, they have initiated a development of a tool aimed for (a) to identify risks, (b) to avoid poor quality costs, and (c) to direct towards increased quality and effectiveness in building and civil engineering projects, from a client perspective. The UK Constructing Excellence has often been held up as a model during the devate. However, the Swedish general culture differs from the British, as well as the Swedish system differs from the British. The purpose of this paper is to describe the program for developing the systems, including the purposes with the system, identified starting points and demands and the approach/method for the development.
A study of Constructing Knowledge Management for Taiwan’s Small and Medium‐sized Enterprises by Successful Factors
Authors: Tien Shiaw‐Wen , Wang Ming‐Lang , Chung Yi‐Chan , Tsai Chih‐Hung , Lee Si‐Yi
Published: February 2011

In the Knowledge‐based Economic Era, all of the enterprises are facing global competitive pressure. The activities of knowledge accessing, codifying, and application will ogviously become the main inner function on enterprise operation. Knowledge will be the primary competitive advantage; therefore, he who wants to hold the competitive advantage should do the knowledge management (KM) very well. In this study, we cconstruct the research dimensions and variances by the successful factors of KM, which had been practiced very well by big enterprises inside and outside our country, and which was recommended by the related scholars. In order to approach the differences between big enterprises and small and medium‐sized enterprises (SMEs) towards implementing KM, this study takes the way of questionnaire investigation to do empirical analysis and to construct the model of KM by path analysis. The study found out when implementing KM, SMEs should highlight “leadership”, “library‐architecture”, and “corporate culture” these three aspects, while “information technology” and “performance evaluation” these two aspects show no remarkable influence. It shows that he who wants to construct KM might not too overweight on information technology to build the KM system. Therefore, we suggest when implementing KM enterprises should reinforce the corporate culture by sharing, organized KM process, learning environment for all employees, and highly authorization by top managers in order to reach the expectant success of KM. The result of this study offers practical thinking directions to reach the expectant success for the policy makers in SMEs, who are accessing to or evaluating to implement KM.
The Design Quality Comparison and Inspection Efficiency for Hardware and Software
Authors: Fengyu Zhao , Yizhong Ma
Published: February 2011

The process of producing software differs in many aspects from that of traditional manufacturing. Software is not manufactured in the classical sense. Development of software more closely resembles the development effort that goes effort that goes into design new product. In this article, we first describe the foundations of process improvement, which all processes can share. The process improvement differences between software and manufacturing process are then discussed, and a defect driven process inspection and improvement is introduced. Based on the discussion, two experiments were designed and the results of the results were collected. Through the comparison, we found that some efficient quality improvement approaches can be easily adapted in the software improvement and that the inspection efficiency is also significant.
Design for Robustness and Cost Effectiveness: The Case of an Optical Profilometer
Authors: Baldi Antonio , Pedone Paola , Romano Daniele
Published: February 2011

The paper presents the design of an optical profilometer, a device used for the reconstruction of the micro‐geometry of mechanical parts in applications where high precision is needed. The design is based on Robust Design, a major methodology for quality improvement of engineering systems. Several design solutions, namely different hardware and software setups of the device, are compared in order to select a configuration realising a desired trade‐off between performance and cost. The peculiarity of the dsgin strategy is the use of a computer m odel of the measurement process where the physical part of the process is simulated. This allows for an extensive exploration of the design space, thus opening the way to product innovation.
QFD Model for Quality Performance Self‐assessment
Authors: Liu Yumin , Xu Jichao
Published: February 2011

How to measure Quality Performance (QP) or excellence performance in organizations is very important for improving the quality of an organization’s products and services. This paper takes Quality Function Deployment (QFD) as a ueful tool to identify the key characteristics of quality performance and measure the influence factors on quality performance. Most national quality awards provide a framework of the criteria to show the essential elements of an organization’s quality performance and get the Quality Performance Score (QPS) by self‐assessment using the criteria. By means of these criteria, especially, the criteria of China Quality Award (CQA), a measurable indicator system for quality performance is set up. A four‐phase QFD model of assessment for quality performance is developed. This QFD model not only presents the most important efforts for the deployment of the measurable indicators of quality performance, but also takes great advantage of evaluating the quality performance and obtaining the quality performance score. The measurable indicator hierarchy of quality performance is formed and its implementation method for assessment quality performance is described in this paper.
A Systems Dynamics Study of Enterprise Value Creation – the Example of Taiwan’s SMEs
Authors: Yi‐Chung  , Tsai Chih‐Hung , Tien Shiaw‐Wen , Lin Yu‐Hsin , Lin Ja‐Lin
Published: February 2011

With the globalization of economy, industries are facing increasingly greater challenges. Business integration, both internally and externally, is undoubtedly an important topic. However, how does an enterprise create its own value will be the key to an enterprise’s success in the future. Therefore, this study bases on the evaluation of company value to assess the key factors and competitive strategies of an enterprise. Yet, only with stable enterprise performance can the company value be correctly evaluated. This will be an important issue for enterprise performance and business strategy. Subject of this study are mainly small and medium‐sized enterprises (SMEs). Model construction for SME value assessment is established through the sytem dynamics approach. Scholars’ opinions on literature validation and application of Delphi Method are explored through literature review on local and foreign studies, in order to compile the relevant perspectives and indices for enterprise value creation. Hence model construction of the value creation system is established, and the correlation between the perspectives and related factors is explored to understand the overall dynamics model of SMEs’ value creation system. Consequently, a research method based on the system dynamics perspective is provided for the study of enterprise value creation is provided, as policy reference for improvement of decision‐making and value creation.
The Effect of Organisational Structure on Quality Management in Public Hospitals in a Developing Nation: A Comparative Study Between District, State and National Level Hospitals in Malaysia
Authors: Hazilah Abd. Manaf Noor
Published: February 2011

The objective of the study was to empirically assess the practice of quality management among employees of Malaysian public hospitals at the district, state and national level hospitals. Comparative analysis on the practice of quality management was made among the three groups of hospitals. Self‐administered questionnaire was the main method of data collection. Twenty‐three public hospitals throughout Peninsular Malaysia participated in the survey. Practice of quality management was found to be significantly higher in district hospitals than in the national referral centre, which is based in the capital city of Kuala Lumpur. However, there was no significant difference in perception of implementation outcome between the three levels of hospitals. Among the factors of quality management, teamwork was found to be significantly higher in district hospitals than in state hospitals and the national referral centre. Leadership and management commitment was found to be significantly higher in district and state hospitals than in the national referral centre. The effect of organizational structure could have an effect on practice of quality management.
The Link between Organizational Learning Capability and Quality Culture for Total Quality Management: A Case Study in Vocational Education
Authors: Lam Victor M.Y. , Poon Gary K.K. , Chin K.S.
Published: February 2011

Both the total quality management (TQM) and learning organization (LO) appear to be promising approaches for organizational transformation towards a more effective, efficient, and responsive organization in the past. The evolutionary development and theory supports for these two fields are distinct but they appear to have more in common than they have in distinctiveness. However, there is little synergy developed between these two fields both in academic research and industrial applications. It is possibly due to the facxt that both the academia and industry are taking a limiting polarized view of TQM and LO and hence not getting the benefits of linking the two. This paper tries to establish a link between the organizational learning capability and the quality culture for TQM implementation based on a case study on the largest vocational education institution, the Vocational Training Council, of Hong Kong. The study reveals that there is a strong positive correlation between organizational learning capability and quality culture. The exploratory explanations for the links between the organizational learning capability constructs and the quality culture constructs are also discussed in this paper. The findings of the study support other literatures that TQM should be embedded in LO and serves as an enabler for organizational learning (OL) in transforming and creating organizations which continuously expand their abilities to change and shape their future.
Exploring the Use of Balanced Scorecards in Swedish Health Care Organizations
Authors: Kollberg Beata , Elg Mattias
Published: February 2011

Many Swedish health care organizations have during the last decade started implementing the Balanced Scorecard (BSC) as a systematic way of following‐up and analyzing their activities. However, the knowledge of its use and contribution in a health care context is insufficient. Based on a multiple case study the authors explore the use of the BSC in the Swedish health care services. The authors conclude that the concept in a health care context is used as a quality management tool that make new demands on management. In addition, the authors bring out important factors for a long‐term use of the BSC.
An Empirical Study of Organizational Innovation Practice in Electronic and Electrical Industry in the Greater Pearl River Delta (GPRD)
Authors: Yee Wong Shue , Sang Chin Kwai
Published: February 2011

Innovation fuels organizations evolving them to withstand rapid changes in markets and challenges from competition. While diversified concepts of innovation are examined, a generic framework for managing organizational innovation is established to portray the notion in a methodical approach. Substatiation of the determinants for organizational innovation is carried out in order to examine the framework against the practical situation. Subsequently, expectations and actual accomplishments of the determinants for organizational innovation from the industry are determined so as to understand the industrial view towards the framework. This paper summarizes the empirical findings of a survey of organizational innovation with a sample of 208 electronic and electrical manufacturing companies in the Greater Pearl River Delta (GPRD), China. On one hand, the survey findings confirm the readiness of the generic framework from the practical perspective of the industry. On the other hand, rankings are obtained for the expected importance and company accomplishment of the determinants for organizational innovation, namely in the areas of management leadership and commitment, employee capability and attitude and strategy development for innovation. The improvement area is also verified by the shortcomings of the expectation in comparison to the company accomplishment in each dterminant. Meanwhile, it is believed that a directional attitude towards the determinants can facilitate the accomplishment of the determinants of organizational innovation. Further results will be generated from a more in‐depth analysis of variables. The confirmed framework will be further developed into an assessment system for organizational innovation with the support of best practices in each determinant.
Integrated Management Systems – Theoretical and Practical Implications
Authors: Eriksson Henrik , Hansson Jonas
Published: February 2011

Organisations worldwide strive to develop their management systems for business functions, ranging from quality and environment to safety, information security and social responsibility. During the latest decade a considerable amount of these efforts has been concentrated on introducing and applying standards such as the ISO 9001 and ISO 14001. The need for Integrated Management Systems (IMS) often arises as a result of decisions to implement Environmental Management Systems (EMS) and/or an occupational health and safety management system in addition to a Quality Management System (QMS) At the end of 2003, approximately 3200 organisations in Sweden had an ISO 9001 certificate, and approximately 3400 organisations had a certificate based on an EMS. Dealing with separate management systems and ensuring that they align with the organisation’s strategies and goals, has proved difficult. Owing to the large number of organisations certified according to multiple types of systems, an increasing number of organisations are establishing IMS. There are examples of companies, which chose to integrate EMS and QMS into a co‐ordinated implementation approach, and although sparse, the research within this area indicates potential benefits of using an integrated approach. This paper presents both a theoretical and an empirical investigation with the aim to elucidate problems related to the integration of management systems. Furthermore, the paper will present recommendations for succeeding in such integrations and, hence, contributing to an increased understanding on how IMS should be designed and implemented.
The Study of Criteria Weight for Taiwan Nationals Quality Award by Fuzzy Hierarchical Analysis
Authors: Li Shao‐Chang , Fu Hsin‐Pin
Published: February 2011

In this paper, fuzzy hierarchical analysis (FHA) is used to explore the process by which the criteria weights of the Taiwan National Quality Award (TNQA) are assigned by TNQA committee members. Each member is allowed to employ fuzzy scales in place of exact scales. Each pairwise comparison of criteria is made through a questionnaire from each TNQA committee member. The membership function of trapezoidal fuzzy numbers is introduced to specify TNQA committee members’ intentions. After FHA, the reasonable range of each criterion weight of TNQA is determined. The current criteria weights of TNQA are properly verified.
Strategic Issue in Higher Education Marketing: How University Students’ Perceive Higher Education Services
Authors: Nadiri Halil
Published: February 2011

One of the most important service industries that emerged in the last decade is “Higher Education”. The most of the higher education institutes involve in marketing efforts to build up a good image, to improve the level of satisfaction of students and the stakeholders, to gain competitive advantage with respect to competitors and as well as to increase their market share. Within this intense competition universities should identify and meet the expectations of students to attract more and to retain the existing students. This study is to gain more insights into the dimensions of satisfaction of the university students and factors that affecting their judgments. SSI educational experience questionnaire is used to identify the importance and performance perceptions of students’ in Eastern Mediterranean University among different dimensions and also study find out the difference between importance and performance scores of eleven educational experience dimensions. Results show that “Academic Advising”, “Instruction Effectiveness”, “Recruitment and Financial Aid” and “Student Centeredness” was very important to students. Study also provides managerial implications as well.
Online Experts Screening the Worst Slicing Machine to Control Wafer Yield via the Analytic Hierarchy Process
Authors: Lin Chin‐Tsai , Chang Che‐Wei , Wu Cheng‐Ru , Chen Huang‐Chu
Published: February 2011

This study describes a novel algorithm for optimizing the quality yield of silicon wafer slicing. 12 inch wafer slicing is the most difficult in terms of semiconductor manufacturing yield. As silicon wafer slicing directly impacts production costs, semiconductor manufacturers are especially concerned with increasing and maintaining the yield, as well as identifying whey yeilds decline. The criteria for establishing the proposed algorithm are derived from a literature review and interviews with a group of experts in semiconductor manufacturing. The modified Delphi method is then adopted to analyze those results. The proposed algorithm also incorporates the analytic hierarchy process (AHP) to determine the weights of evaluation. Additionally, the proposed algorithm can select the evaluation outcomes to identify the worst machine of precision. Finally, results of the exponential weighted moving average (EWMA) control chart demonstrate the feasibility of the proposed AHP‐based algorithm in effectively selecting the evaluation outcomes and evaluating the precision of the worst performing machines. So, through collect data (the quality and quantity) to judge the result by AHP, it is the key to help the engineer can find out the manufacturing process yield quickly effectively.
Research on Correlation between Innovative Activities & Development Strategies of New Product and Development Performance in Taiwan’s High‐tech Companies
Authors: Chung Yi‐Chan , Tsai Chih‐Hung , Deng Wei‐Jaw , Chen Wen‐Chin
Published: February 2011

Due to the advancement of technology and rapidly changing environment of the market, the life cycle of high‐tech products is becoming shorter. The enterprise must constantly innovate and select correct development strategy of new product in order to respond to customers’ demands for upgrading operational performance of industry. Development of new product is the critical activity for enterprise’s survival and growth. This research focuses on the effects of Taiwan high‐tech companies’ introduction of innovative activity and development strategy of new product on development performance of new product for analysis and exploration. The result findings reveal that: (1) High execution degree of innovative activity has positive effect on the implementation of development strategy of new product; (2) The companies with better implementation of development strategy of new product reveal better development performance; (3) The companies with higher degree of execution of innovative activity and better execution of development strategy of new product reveal better development performance of new product.
The Added‐Value Metric ‐ A Complementary Performance Measure for Six Sigma and Lean Production
Authors: Setijono Djoko , Dahlgaard Jens J.
Published: February 2011

The Six Sigma and Lean Production methodologies suggest that creating value for customers is the objective of a production process or an organisation. In the production context, “added value” dominates the discussion about the creation of value to customers. However, “added value” is often only defined conceptually or discussed at a strategic level, and the link between added value and customer value has not yet been well conceptualised. Therefore, the purpose of the paper is to develop a methodology to measure added value in order to complement the existing performance measures in Six Sigma and Lean Production by conceptualising the link between customer value and added value. The conceptual link “confirms” that quality, time, and costs are the elements of added value, which are transformed into a metric to express customer value. The implementation of the metric recommends the adoption of Lean (Six) Sigma and Lean Accounting (Activity Based Costing), which thus implies that “leanness” is an important “feature” of added value.
Selecting Improvement Projects that Add Value to Customers
Authors: Setijono Djoko , Dahlgaard Jens J.
Published: February 2011

This paper presents a methodology to nominate and select improvement projects that are perceived as adding value to customers (both internal and external). The structure of the methodology can be explained in three “stages”. First, the methodology suggests a new way of categorizing improvement opportunities, i.e. reactive‐proactive, to “upgrade” the little Q ‐ big Q categorisation. Then, it develops a roadmap that links performance indicators and improvement projects for both reactive and proactive improvements. Finally, it suggests an algorithm to select the improvement project, where the assessment of to what extent the nominated improvement projects add value to customers relies on the comparison between Overall Perceived Benefits (OPB) and Overall Perceived Efforts (OPE). The improvement project perceived as having the largest impact on adding value to customers receives the highest priority.
The Effects of Service Quality on Customer Satisfaction in Case of Dissatisfied Customers
Authors: Kang Byung‐Suh , Cho Chul‐Ho , Baek Jong‐Deuk
Published: February 2011

In this study, we investigated the effects of service quality on customer satisfaction in education service industry, focusing on the opinion of dissatisfied customers who have decided to switch the service provider. Additionally, in professional service industries such as law, hospital, and education, customers expect visible results which are often ignored in earlier service quality studies. Customer’s comprehensive assessment of the professional service depends on both process quality experienced during service delivery and service result perceived after service delivery. The hypotheses on the causal relationships among service quality, customer satisfaction, intention to switch service provider, and service performance were tested by using Structural Equation Model.
Using Balanced Scorecard to Explore Learning Performance of Enterprise Organization
Authors: Chiu Chung‐Ching , Tsai Chih‐Hung , Chung Yi‐Chan
Published: February 2011

In the early industrial age which with high intensity of machine and labor, using financial measurement index was good enough to tie in company’s mechanization and philosophy of management and been in efficiency. But being comply with “New Economic age,” a new economic environment is full of knowledge and information, the enterprise competition had changed from tangible assets, plants to intangible innovation ability of knowledge. As recognizing the new tendency by enterprise, they value gradually the growth and influence from learning. Practice of organization learning not only needs firm structure and be in coordination with both hardware and software, but also needs an affect measurement model to offer enterprise to estimate learning performance. It’s a good instrument of financial performance measure mold in the past years, But it’s for measuring the past, couldn’t formulate enterprise trend to future, hard to estimate investment for future, such as development of products, organization learning, knowledge management etc, as which intangible assets and knowledge ability just the key factors of being win around competition environment in the future. In 1992, Kaplan and Norton brought up Balance Scorecard (BSC) on Harvard Business Review, as an instrument helping enterprise to measure performance, which is being considered to be a most influence management instrument. It added non‐financial index such as customer, internal process and learning growth besides traditional financial index, as offering enterprise an index to measure and manage intangible assets and intellectual property. As being aware of organization learning is hard to be ignored in the new economic age, this research is based on learning and growth of BSC, and citing one national material company try to let the most difficult measurement performance of organization learning, to be estimate through BSC, analyze of factor and individual case, to discuss the company how to make the related strategy and vision of organization learning to develop learning and growth of the structure of BSC, subject the matter of out put factors to be discussed, and measure the outcomes as a result of research. The research affect offers (1) the base implement procedure of carrying out BSC; (2) the reference of formulating measurement index while enterprise using BSC to estimate performance of organization learning; (3) the possibility bottleneck maybe forcing while carrying out BSC, to be an improvement or preventive for enterprise.
Dynamic COQ Model for Different Quality Levels
Authors: Liu Yumin
Published: February 2011

A COQ model plays an important role in the total quality cost survey. Based on the methodology of continuous quality improvement, a dynamic COQ model for different quality level is developed in this paper. A quality level is defined by Six Sigma level that can be measured by two indicators. The relationships among the four major quality costs are analyzed. Finally, the curves of total quality costs for different quality level are presented.
Research on Value Creativity of Taiwan’s Small and Medium‐sized Enterprises
Authors: Tien Shiaw‐Wen , Chung Yi‐Chan , Tsai Chih‐Hung , Hsieh Chia‐Hsiang , Chen Hung‐Hsi
Published: February 2011

This research probes into the execution of small and medium‐sized enterprises’ value creativities by a difference analysis with different classifications, different capital, different turnover, different employees, and different established years. This study develop a questionnaire about value creativity with five dimensions and thirty‐five items according to “Valuation” by McKinsey and Company, Inc. and Copeland et al., such as: “Aspiration and target,” “Portfolio management,” “Organization design,” “Process management,” and “Business and individual performance management.” The results are as follows: (1) Most small and medium‐ sized enterprises (SMEs) have executed value creativities; (2) There is a difference in the execution of value creativities between the livelihood industry and the chemical industry; the execution of value creativities by livelihood industry is better than the chemical industry; (3) For value creativities of the execution of different capital and turnover for SMEs, bigger entities are better than smaller ones; (4) For the value creativities of the execution of different numbers of staff in SMEs, those with more staff are better than those with fewer staff; (5) For the value creativities of the execution of different established years for SMEs, those established longer are better than those established shorter.
The Failure Mode and Effects Analysis Implementation for Laser Marking Process Improvement: A Case Study
Authors: Deng Wei‐Jaw , Chiu Chung‐Ching , Tsai Chih‐Hung
Published: February 2011

Failure mode and effects analysis (FMEA) is a preventive technique in reliability management field. The successful implementation of FMEA technique can avoid or reduce the probability of system failure and achieve good product quality. The FMEA technique had applied in vest scopes which include aerospace, automatic, electronic, mechanic and service industry. The marking process is one of the back ends testing process that is the final process in semiconductor process. The marking process failure can cause bad final product quality and return although is not a primary process. So, how to improve the quality of marking process is one of important production job for semiconductor testing factory. This research firstly implements FMEA technique in laser marking process improvement on semiconductor testing factory and finds out which subsystem has priority failure risk. Secondly, a CCD position solution for priority failure risk subsystem is provided and evaluated. According analysis result, FMEA and CCD position implementation solution for laser marking process improvement can increase yield rate and reduce production cost. Implementation method of this research can provide semiconductor testing factory for reference in laser marking process improvement.
Peculiarities of Education Quality Assurance in Lithuania
Authors: Ruzevicius Juozas , Adomaitiene Roma , Serafinas Dalius , Daugviliene Daiva
Published: February 2011

Achievement of objectives of education and training is one of significant factors influencing quality of life. Higher education institutions use different work, teaching methods and tools; however they are inadequate in many cases. Today higher education institutions have problems concerning sustention and rise of certain level of education by giving the job for graduates, using of new technologies that help to present, manage, evaluate and control knowledge. The main objectives of quality management system (QMS) at higher education institutions are as follow: to assure continuous improvement of education quality; to demonstrate performance results and relevant facts to the interested parties (customers of college or university, social partners, administrative institutions) showing the abilities of education institution to prepare high qualification specialists that fully correspond to changing requirements of labour market. The QMS at education institutions should be designed as continuous process, considering that the quality of final product is the result achieved in primary processes. The process shall involve all interested parties. Parameters and indicators of education quality can help to analyze the efficiency and effectiveness of existing QMS. The results of quality audits should be also taken into account when designing and implementing QMS at organization. Literature review showed that for the assurance of education quality three different approaches prevail: total quality management (TQM); requirements of quality awards and assessment models; and QMS corresponding to the requirements of ISO 9001 standard. The case study of QMS design and implementation at Vilnius Law and Business College is presented in the paper. The peculiarities, difficulties and obstacles of QMS implementation in the higher educations institutions are analysed in more detail in this article.
Decision on Quality Investment Level Under Moral Hazard Environment
Authors: Cui‐hua Zhang , Hai‐bin Yu
Published: February 2011

Moral hazard and adverse selection often exist in asymmetric information environment. In this paper, quality investment decision problem is studied under moral hazard. A basic model for quality investment level decision is developed with the supplier as a principal and the buyer as an agent. And then we regard the supplier and the buyer’s rational limitations to set up a model when the buyer’s quality evaluation and processing activities are hidden. The model is optimized and the results under different backgrounds are discussed and compared. Results show that the buyer’s quality evaluation level and processing level are mostly influenced by the supplier’s quality assurance payment. Both the supplier and the buyer choose different quality investment levels under moral hazard because of the supplier’s payment to the buyer in case of internal failure and external failure.
Analysis of Production Process Improvement with Life Cycle Assessment Technology˜ Example of HDPE Pipe Manufacturing
Authors: Tien Shiaw‐Wen , Chiu Chung‐Ching , Chung Yi‐Chan , Tsai Chih‐Hung , Chang Chin‐Fa
Published: February 2011

Life Cycle Assessment (LCA) aims to analyze possible impact upon manufacturing process and availability of products, and also study the environmental considerations and potential influence during entire life cycle ranging from procurement, production and utilization to treatment (namely, from cradle to tomb). Based on high‐density polyethylene (HDPE) pipe manufacturing of company A, this case study would involve evaluation of environmental influence during the production process. When the manufacturing process has been improved during “production process” and “forming cooling” stage, it is found that capital input on “electric power” and “water supply” could be reduced, thus helping to sharpen the competitive power of company A, and also ensure sustainable economic and industrial development in accordance with national policies on environmental protection.