bluuebunny/crossref_metadata_2025 huggingface dataset:
Overcoming the attribute prespecification bias in international marketing research by using non‐attribute‐based correspondence analysis
Authors: Malhotra Naresh K. , Bartels Betsy Charles
Published: July 2002

In international marketing research, the researchers are often required to prespecify the salient attributes of a product or service. However, research that prespecifies attributes imposes cultural bias on the results, whereas research that does not specify attributes is open to culturally biased interpretations. The purpose is to present a way of minimizing this bias by using correspondence analysis in a new way that minimizes this source of cultural bias. This is done by using a non‐attribute‐based approach to correspondence analysis. The approach is applied in a real‐life setting to analyze data obtained from a foreign country. Evidence on the validity of the approach is presented and compared with traditional multidimensional scaling. Several applications of this approach in minimizing the attribute prespecification bias in international marketing management are discussed, including image tracking and positioning.
New Products
Authors: Cooper Robert G.
Published: July 2002

What are the keys to superior new product performance? Integrates the
results of several of NewProd studies of hundreds of new product
successes and failures. Identifies the key drivers of new product
performance, where “performance” is measured in a variety of ways,
including profitability, market share, meeting objectives, impact on the
company and speed to market. Derives eight key lessons from the studies:
the need for product superiority; a strong market orientation; solid
up‐front homework; early and sharp product definition; a
cross‐functional team approach; focus and project prioritization;
quality of execution; and a systematic stage‐and‐gate new product
process. Explains the implications of each of these eight factors
– what they mean in terms of management action. Cycle time reduction and
time to market are overriding concerns in the study. Identifies the four
most important determinants of cycle time reduction.
Export Competitive Advantages
Authors: Katsikeas Constantine S.
Published: July 2002

In drawing attention to certain important gaps in the exporting
literature, reports on a systematic study of the export competitive
advantages of indigenous manufacturers in a small European country. The
focus is on the examination of potential differences in perceptions of
export competitive advantages with regard to firms′ size, export
involvement and export market experience. The research findings suggest
the existence of significant differences in perceived export competitive
advantages between different exporter groups in terms of company size
and degree of export involvement. However, no relationship is
established between perceptions of competitive advantages and export
market experience. Discusses managerial and public policy implications
of these findings and outlines directions for future research.
An empirical investigation of consumer perceptions of “made
in USA” claims
Authors: Maronick Thomas J.
Published: July 2002

A sample of 400 consumers in a mall intercept copy test were shown
one of four print advertisements for two consumer products (one complex,
one simple). Two of the advertisements included “made in
USA” claims, while the other two advertisements were identical but
did not include any country of origin claim. The findings show that, on
an unaided basis, made in USA claims are rarely noted, and that the
symbol is more closely associated with nationalistic or
“country‐related” issues (patriotism, economy/jobs) rather
than product‐related issues such as quality. Furthermore, when consumers
see the phrase “made in USA” they associate it with both
parts and labour, rather than parts or labour alone. Finally, when
respondents see the phrase, over half believe that it implies having 100
per cent American parts and labour.
Global corporate philanthropy: a strategic framework
Authors: Simon Françoise L.
Published: July 2002

Over the past decade, corporate philanthropy has undergone two
fundamental transformations – strategic refocusing and
globalization. Faced with scarcer resources and downsizing, leading
firms have redefined philanthropy by tying it directly to corporate
strategies and business units. Philanthropy is now seen as a component
of long‐term competitiveness, rather than a short‐term image builder and
sales generator. Internationally it can not only enhance and unify a
global image, but also help open emerging markets through much‐needed
social programmes. This high potential is unfortunately matched by an
equally high risk. Global philanthropy can represent an ethical
minefield, owing to extreme difficulties in monitoring subsidiary
operations. In order to address this issue, presents a dual strategic
framework for multinationals and their non‐profit counterparts. Adopts a
stepwise approach, starting with a mission review and moving to a
partner screening process, an internal audit and action plan, followed
by actual programme development and performance monitoring. Despite the
complexity of global corporate/non‐profit alliances, this strategic
approach can minimize ethical and financial risks and give both entities
a powerful competitive edge.
Research note: marketing accounting services
Authors: Mangos N.C. , Roffey B.H. , Stevens J.A.
Published: July 2002

Reviews research on marketing attitudes, strategies and
effectiveness of marketing tools in accounting firms in the USA, UK,
Hong Kong and Australia, and compares the findings with a recent
multiple case study of Australian accounting firms. The Australian study
analysed firms′ use/non‐use of marketing plans, image development
strategies and image perception, network/ referral strategies,
promotional and client acquisition practices, and strategies for
building and maintaining client confidence. The study identified some
consistencies and differences in marketing strategies between small and
medium firms, and within the small and medium firm groups. The finding
that none of the firms in the study used systematic measures of
marketing effectiveness was consistent with the majority of
international studies examined. Synthesizes the research findings in
relation to strategic services marketing, quality service management,
and assessing marketing effectiveness, and raises future research
methodological considerations.
Ethnocentrism of Polish and Russian consumers: are feelings and
intentions related
Authors: Good Linda K. , Huddleston Patricia
Published: July 2002

Investigates ethnocentric tendencies of Polish and Russian
consumers and whether tendencies vary by country, demographic
characteristics and store type (formerly state owned or private).
Examines whether ethnocentrism affects product selection decisions.
Poles are significantly more ethnocentric than Russians. Ethnocentric
Poles are older, more likely to be female, less educated, and have lower
incomes than less ethnocentric consumers. For Russians, the more
ethnocentric consumers are less educated. Degree of ethnocentrism is not
related to purchase intention for Poles but is related for Russians.
Consumers who shop at formerly state‐owned stores are significantly more
ethnocentric than private store shoppers for both countries.
Ongoing export motivation: differences between regular and sporadic exporters
Authors: Katsikeas Constantine S.
Published: July 2002

In addressing certain important gaps in the export marketing field, reports on a systematic study of the factors stimulating the current exporting activities of manufacturing firms from a small European country. Investigates potential differences in ongoing export motivators between two distinct groups of exporters differentiated by level of export development. Suggests that both proactive and reactive factors stimulate these firms’ decisions to continue and maintain exporting, and also identifies certain significant differences in export stimuli between the two exporter categories. Discusses the implications of the study findings for business practitioners and public policy makers, and considers future research directions alongside the limitations of the study.
Product gender perceptions: the case of China
Authors: Milner Laura M. , Fodness Dale
Published: July 2002

Investigates whether the Chinese perceive products to possess gender and whether these perceptions are based on who buys the product, who uses the product, and/or who promotes the product. The results indicate that the Chinese do indeed perceive many products to have gender. For those products which are clearly sex‐typed, the primary determinant of these perceptions is the user; for more ambiguous products, uses the cues of user, buyer and promoter. Discusses the marketing implications regarding how to use these cues in creating and/or avoiding gender images of products.
Strategic orientations towards countertrade opportunities in emerging markets
Authors: Egan Colin , Shipley David
Published: July 2002

Recession and competitive pressure in the global arena, allied to the emergence of large, long‐term potential markets, have intensified both the incentives and the opportunities for countertrade. Examines findings on the generic countertrade approaches of major British companies and analyses attitudes concerning proactivity towards countertrade. Unexpectedly, finds that proactivity varies inversely with the value of individual one‐off contracts and directly with the degree of repeat business. Explores the merits of a proactive approach to countertrade, contingent on business environment dynamics and reflecting organizational competences.
Identifying innovative national markets for technical consumer goods
Authors: Lynn Michael , Gelb Betsy D.
Published: July 2002

Focuses on population characteristics that appear to make one nation more or less innovative for technical consumer products. Finds three predictors ‐ individualism, uncertainty avoidance and purchasing power ‐ to be related to national levels of new product ownership within Europe. Discusses the results, focusing on their implications for marketers seeking to export innovative technological consumer goods to Europe and elsewhere.
International environmental marketing claims
Authors: Polonsky Michael Jay , Carlson Les , Grove Stephen , Kangun Norman
Published: July 2002

Examines the differences in types of environmental claims used in advertisements in Australia, Canada, the UK and USA. The advertisements are examined using a content analysis schema with four categories (product orientation, process orientation, image orientation or environmental fact) which have been developed and reported in the literature. The four types of environmental advertisements can be “compressed” into two groups: substantive claims (product and process based) and posturing claims (image and environmental fact based). Suggests that claims in advertisements may be a proxy for firm behaviour and therefore firms using substantive claims in their advertisements are more environmentally involved than firms using posturing claims in their advertisements. Finds that US advertisements use the most posturing claims and least substantive claims, with Australian advertisements using the most substantive claims and least posturing claims. This may suggest that US firms (i.e. the companies making these claims) are less environmentally involved compared with firms in the three other countries examined.
Small business use of the Internet
Authors: Poon Simpson , Swatman Paula M.C.
Published: July 2002

Internet use among small businesses has recently become a popular topic for researchers in the fields of marketing, information systems and entrepreneurship. In view of the media hype this topic has received over recent months, it is important for small businesses to learn from the experiences of early adopters of the Internet. Presents the results of a case study research involving 23 Australian small businesses which were early adopters of the Internet ‐ and which are still users. Finds that they are predominantly using the Internet as a communications medium and, to a lesser extent, as a document transfer and advertising channel. Management enthusiasm and perceived benefits seem to be the driving force for ongoing Internet use, although little or no integration was discovered between internal applications and Internet inter‐organizational functions. Findings also point to the importance of entrepreneurship for successful Internet use.
Emerging market conditions and their impact on first mover advantages
Authors: Nakata Cheryl , Sivakumar K.
Published: July 2002

Reports that, with sluggish growth in the developed markets of the world and increasing globalization, companies are turning to newly emerging markets for business expansion. Therefore, understanding entry strategies in emerging markets is likely to become an increasingly important issue for academic researchers and marketing practitioners. First movers are generally thought to garner fairly robust advantages over later entrants; however, the degree to which these advantages prevail in emerging markets is not known. Examines, by means of a literature review, the effects of emerging market conditions on first mover advantages. Advances several research propositions, based on the findings, presents a conceptual model, and identifies directions for further research.
The bases of power in international channels
Authors: Yavas Ugur
Published: July 2002

This study tests the psychometric properties of alternative power measures ‐ which are grounded in the US research ‐ in Saudi Arabia and investigates if the power‐conflict and power‐satisfaction relationships purported to exist in US channels hold true in Saudi Arabia. The study results raise some questions on the applicability of American measures in a different setting. Likewise, the study′s findings concerning relationships between power and satisfaction and power and conflict are mixed. For instance, neither coercive nor noncoercive power sources are significantly related to conflict. This suggests that manufacturers cannot indiscriminately apply conflict management strategies that they commonly employ in domestic settings to minimize or resolve conflict in their international operations.
Viewpoint: marketing in the information age ‐ can we plan for an unpredictable future?
Authors: Schlegelmilch Bodo B. , Sinkovics Rudolf
Published: July 2002

Asserts that new technology will completely change the business environment as we know it. Highlights the interrelated changes that are already occurring: mushroom companies; virtual enterprises; electronic markets; blurring industry boundaries; and “fragvergence” of cultural differences. Outlines the implications for marketing management. For instance, suggests that the majority of all marketing activities will have to be international, as target groups are scattered throughout different countries; market research on the Internet will increase in importance; efficient and quick promotion of ideas, business concepts and services is essential; enhanced customer intimacy; and reduction of price flexibility.
Formation and performance of multi‐partner joint ventures: a Sino‐foreign illustration
Authors: Griffith David A. , Hu Michael Y. , Chen Haiyang
Published: July 2002

This study examines the factors influencing the number of partners forming an international joint venture (IJV) and the resultant outcome on performance. Various theoretical paradigms (such as strategic behavior, organizational learning, eclectic theory, socio‐cultural distance, and role theory) are drawn upon from the literature to develop a set of testable hypotheses which may assist in understanding the factors influencing the number of partners forming an IJV. Size (overall equity investment), control, socio‐cultural distance, industrial characteristics (technology and capital intensity) and location are used to differentiate the number of partners in an IJV. Additionally, an outcome orientation was taken to determine the impact of the number of partners on performance. Empirical findings, based upon Sino‐foreign IJVs, indicate that the number of partners involved with the cooperative agreement were positively associated with the size of the IJV, and differed across control and location of the IJV. Further, performance tended to increase as more partners were included within the IJV.
Control and support in an international franchise network
Authors: Quinn Barry
Published: July 2002

A major gap in the international marketing literature is the nature of the international franchise relationship and, in particular, the mechanisms used to control and co‐ordinate the international franchise network. Discusses the findings arising from an ethnographic study of the internationalisation activity of one franchise company. Explores how the company in question attempted to control and direct its international franchise network. Illustrates the importance of non‐coercive sources of power, or the support function, in controlling international franchisee behaviour. Furthermore, it describes the development of the support function within the company over a longitudinal time period and highlights the impact of various organisational factors on the company’s ability to provide effective support to its international franchisees.
KEY ACCOUNT MANAGEMENT – Advertising agency management of domestic and international accounts
Authors: Sanford Douglas M. , Maddox Lynda
Published: July 2002

Examines similarities and differences in account management, the use of formal account reviews, and the role of interpersonal relationships in domestic and international accounts. Significant findings include: formal account reviews are important for both domestic and international accounts, but are used more for domestic; professional interpersonal relationships are important for both, but social interpersonal relationships are more important for international accounts; international accounts require better coordination between multiple agency offices than domestic. Implications of these findings for agency management and account executives include: select managers for international accounts with different skill sets than for domestic; train international account managers to succeed in multiple environments, both managerially and socially; encourage and facilitate formal account reviews for international and domestic accounts; and provide support for social interaction for managers of international accounts.
Why smart cards have failed: looking to consumer and merchant reactions to a new payment technology
Authors: Plouffe Christopher R. , Vandenbosch Mark , Hulland John
Published: July 2002

For more than a decade, bankers and others outside the financial services community such as hardware manufacturers have sought to solidify the place of smart card technology as a viable retail point‐of‐sale alternative and, more boldly, as an outright replacement for cash in everyday consumption situations around the globe. Despite strong development efforts and numerous fact‐finding market trials, many banks have found smart card technology to be a losing proposition. This article presents a detailed case study of both consumer and merchant adoption of one smart card‐based retail point‐of‐sale system. The system, called “Exact”, was test marketed for a full year in the Canadian market. Various perceptual and demographic data from consumers as well as firm‐level data from retailers are both presented and assessed. The ensuing discussion offers pragmatic suggestions for those in the financial services community as to how the apparent difficulties and shortcomings of smart card technology may be overcome.
Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking
Authors: Moutinho Luiz , Smith Anne
Published: July 2002

Introduces a model which posits a crucial role for the evaluation of bank customers’ attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit consideration of the effects of bank customer attitudes towards human tellers and automation provides additional explanatory power regarding how the perceived trend towards ease of banking influences bank customer overall satisfaction, switching and loyalty behaviour. A linear structural relations methodological approach is used for the modelling process.
Identifying latently dissatisfied customers and measures for dissatisfaction management
Authors: Bloemer Josée , Brijs Tom , Swinnen Gilbert , Vanhoof Koen
Published: July 2002

Customer satisfaction continues to be an important topic in the financial services industry. However, there is an increasing awareness that customer satisfaction as such is not enough. Distinguishes between overall satisfied customers and latently dissatisfied customers; the latter being those customers who, although reporting satisfaction in a survey, have other characteristics (i.e. satisfaction with specific service items and/or socio‐demographic characteristics) that resemble dissatisfied customers. The identification of these latently dissatisfied customers may function as an early warning signal. Indeed, their probability to defect is relatively high and can be compared to that of dissatisfied customers. Proposes a data mining technique called “characteristic rules” to identify latently dissatisfied customers of a Belgian bank. Appropriate marketing actions (dissatisfaction management) may help to avoid these customers leaving. Therefore, the objective of this study is to provide scholars and business managers with theoretical, methodological and managerial insights into identifying latently dissatisfied customers.
Machiavellianism and Chinese banking executives in Hong Kong
Authors: Siu Wai‐sum , Tam Kam‐chuen
Published: July 2002

Critics often attack marketing as being manipulative, unethical, or
“Machiavellian” in nature. Recently, branch marketing has
been widely and agressively adopted by banks for growth and expansion
purposes in Pacific‐rim countries. However, it is generally believed
that the marketing orientation is counter to the conservative banking
practices. Reports the findings of research on the Machiavellian
orientation of 50 Chinese banking executives in Hong Kong and the
relationships between Machiavellianism, job satisfaction and job success
in the banking sector. Two instruments, the Mach IV Scale and the index
of job satisfaction, were used to determine the Machiavellian
orientation and the job satisfaction level of respondents. Observes
significant differences between the branch managers in the banking
sector and non‐banking managers with regard to Machiavellian
orientation. Respondents with lower Machiavellian scores tended to
attain higher job titles. However, there was no significant relationship
between Machiavellianism and overall job satisfaction.
Women and financial services:
Authors: Burton Dawn
Published: July 2002

As a result of recent social and economic changes women have become
an important market segment for financial institutions. Documents the
differences which exist in the financial service consumption patterns
between men and women. Considers a range of factors which might explain
the variations in consumer behaviour namely: the gender schema and
financial services; changes in household relations and household form;
economic activity rates; sexual discrimination; and the advertising
strategies of financial institutions. Finally, considers ways in which
financial institutions might market themselves more effectively to
women.
Conjoint‐based preferential segmentation in the design of a new financial service
Authors: Tomás Gómez Arias José
Published: July 2002

Presents a conjoint‐based method of preferential segmentation. It outperforms other techniques in that it provides a higher level of intra‐group homogeneity as far as the most preferred product/service design is concerned, and its interpretation is more straightforward. Illustrates the method by way of an application in the design of a new financial service.
Service quality in retail banking: the experience of two British clearing banks
Authors: Newman Karin , Cowling Alan
Published: July 2002

Presents an empirical study of major quality improvement initiatives recently undertaken by two British banks. Provides a useful comparison of the two different approaches, and contributes new evidence on the current debate concerning the validity of the SERVQUAL model. First outlines the implementation of the SERVQUAL model, the bank’s subsequent quality improvement programme, and evidence of an improvement in customer satisfaction. Second, included for comparative purposes, describes the adoption and implementation of the Crosby total quality training programme. In both cases relevant evidence was gathered on staff attitudes. Given the long‐term nature of these comprehensive quality programmes, any evaluation must necessarily be tentative, but both banks are able to report an improvement in service quality, and fresh evidence is provided in support of the SERVQUAL model.
Models of retail performance for bank branches: predicting the level of key business drivers
Authors: Avkiran Necmi K.
Published: July 2002

Details the process whereby multivariate interdisciplinary measures of potential to perform are integrated with performance measures to develop models of retail performance for bank branches. The predictive models use the key business drivers of a major trading bank as dependent variables. Independent variables explaining business drivers are the theorized potential variables that measure the capacity to generate retail business. The models allow a comparison between the predicted and actual levels of key business diverts, thus measuring unrealized performance. Findings can assist decision making during restructuring, branch closures or downsizing. The variables presented should be regarded as examples rather than universally accepted measures of branch performance.
The strategic application of internal marketing ‐ an investigation of UK banking
Authors: Sargeant Adrian , Asif Saadia
Published: July 2002

It is the purpose of this article to explore the relevance of the concept of internal marketing to the financial service arena and the extent to which it may be possible to utilise internal marketing as a means of reducing the service gaps postulated by Parasuraman et al. The study is based on an analysis of 33 depth interviews with managers from two major UK clearing banks. In general, the research found no evidence that internal marketing as a concept is as yet fully understood by management, either at the junior, or more senior levels, within each organisation. There is at present little understanding of the needs of employees, and internal market research is noticeably absent. The results reveal a clear need for both institutions to adopt a more strategic perspective on their internal marketing activity. It will be argued that a failure to do so is likely to result in a widening of the service gaps and failure to compete effectively in a market increasingly driven by the quality of the service demanded.
The effect of internal marketing on organisational commitment among retail bank managers
Authors: Caruana Albert , Calleya Peter
Published: July 2002

This paper examines internal processes associated with delivering customer satisfaction focusing particularly on the relationship between the nature and extent of internal marketing and its outcome in terms of the level of organisational commitment on the part of employees. The concepts of internal marketing and organisational commitment are discussed, suitable measures are identified and research is conducted among managers of a retail bank. The findings confirm a significant relationship between internal marketing and organisational commitment. The relationship of internal marketing is most significant with the affective dimension of organisational commitment. Limitations of the research are noted and directions for future research are indicated.
UK bank‐corporate relationships: large corporates’ expectations of service
Authors: Tyler Katherine , Stanley Edmund
Published: July 2002

Focuses on large corporates’ expectations of service delivery from their bank(s). Identifies some of the constituent elements of quality operational service, and assesses their significance in the large corporate segment. First, the literature on marketing of financial services in business‐to‐business markets, service quality and relationship management is discussed. Glaserian orthodox grounded theory was used in a pilot study to identify the key elements of perceived service quality on behalf of the large corporates. This formed the basis of the research methodology. A number of elements of operational quality service are identified. They can be grouped as reliability, assurance, empathy, responsiveness and proactivity. Concludes that banks must monitor and manage functional elements of service delivery in relationship seeking accounts. They should also divide their products into relationship specific weightings.
Corporate customer behaviour towards financial services: empirical results from the emerging market of Greece
Authors: Athanassopoulos Antreas D. , Labroukos Nikos S.
Published: July 2002

Examines issues related to the behaviour of corporate customers towards financial services in Greece. Deviates from the customary empirical approaches concerning customer satisfaction and loyalty issues since it is considered that banking, at the corporate level, entails issues that cannot be depicted into customer disconfirmation studies. Proposes a framework of analysis that draws on the assumption that corporate customers select their banking relationship on a product by product case. Furthermore, there is differentiation between the dominant criteria of bank selection with price not exhibiting the expected widespread dominance over other types of selection criteria. The empirical analysis was based on a sample of 468 Greek enterprises drawn from a population of the 2,197 largest and profitable Greek enterprises in Greece. Using methodologies of multidimensional scaling, MANOVA and multivariate discriminant analysis the study has shown that the extent to which individual firms are captured in global banking relationships can be explained.
Facilitating total quality through effective project management
Authors: Hides M.T. , Irani Z. , Polychronakis I. , Sharp J.M.
Published: July 2002

Examines the impact of introducing TQM on a project‐by‐project basis. A framework, suggested by Taylor and Meegan (Taylor, A. and Meegan, S., “Factors influencing a successful transition from ISO 9000 to TQM. The influence of understanding and motivation”, International Journal of Quality and Reliability Management, 1997, Vol. 14 No. 2, pp. 100‐17) discusses the role of senior executives in the transition from ISO 9000 to TQM. This framework is then used as a means for examining project management and TQM (particularly the emphasis on continuous improvement) literature. The critical review of the literature addresses senior management commitment, development needs of senior directors, company‐wide employee involvement, reward recognition, orientation towards strategic management and core competencies and organisational capability. The theory underlying the transition from ISO 9000 to TQM is then empirically tested within a case study.
Reliability analysis of N‐version programming with deadline mechanism
Authors: Dinesh Kumar U.
Published: July 2002

In this paper reliability models for fault tolerant N‐version programming and consensus recovery block (combination of N‐version programming and recovery block) with deadline mechanism are analysed. Explicit expressions for reliability of N‐version programming and consensus recovery block with exponential execution times are derived. The paper also presents optimisation models for real time N‐version programming. The objective of the optimisation problem is to maximise reliability of the software satisfying a budget constraint. The paper also includes efficient branch and bound procedure that can be used to solve the optimisation problem.
Optimum prioritisation and resource allocation based on fault tree analysis
Authors: Xie M. , Tan K.C. , Goh K.H. , Huang X.R.
Published: July 2002

Fault tree analysis (FTA) is a technique widely used in the study of the reliability of industrial systems and to quantify risks associated with potentially hazardous systems. Most of the studies carried out are related to how to construct a fault tree and how to carry out qualitative and quantitative analysis. However, this paper studies an approach for prioritisation and optimum resource allocation by making use of the FTA technique. The basic idea is to develop a simple procedure for the ranking of basic elements in the complex system, so that maximum increase in reliability can be achieved. We compare our approach with the existing basic event importance measures, and show that the simple approach is easy to apply and provides ranking that is similar to other more complicated approaches. In addition, the new ranking approach can be used at the initial stages of fault tree construction as it does not require the whole fault tree to be completely developed.
A study of the relationships between the Baldrige categories
Authors: Pannirselvam Gertrude P. , Ferguson Lisa A.
Published: July 2002

The categories, examination items, and framework of the Malcolm Baldrige National Quality Award (MBNQA) criteria present the underlying relationships between the various quality management constructs and between quality management and organization performance. This research uses data from the Arizona Governor’s Quality Award, which is based on the MBNQA, to study the strength of these relationships using path analysis. The results of our analysis confirm the validity of the MBNQA framework. The results from this research indicate that leadership significantly directly or indirectly affects all of the systems constructs, except for strategic quality planning and information management, which was not tested in the model. The results also indicate that information management, human resources management and customer focus have a significant effect on customer satisfaction and business results. A strong focus on customers and employees, in addition to effective leadership and information management is clearly shown to be essential for organization success.
Consistency check of a house of quality chart
Authors: Shin Jong‐Seok , Kim Kwang‐Jae , Jeya Chandra M.
Published: July 2002

Quality function deployment (QFD) is a cross‐functional planning tool which ensures that the voice of the customer is systematically deployed throughout the product planning and design stages. One of the common mistakes in QFD is to perform analysis using an inconsistent house of quality (HOQ) chart. An inconsistent HOQ chart is one in which the information from the roof matrix is inconsistent with that from the relationship matrix. This paper develops a systematic procedure to check the consistency of information contained in an HOQ chart. The proposed consistency check can be performed prior to QFD’s main analysis to ensure the validity of the final results. A procedure for identifying the source of the inconsistency, if the HOQ chart should fail the consistency test, is also developed. The proposed procedures are illustrated through examples.
How product quality dimensions relate to defining quality
Authors: Sebastianelli Rose , Tamimi Nabil
Published: July 2002

Uses survey results from a national sample of quality managers to examine the relationship between how a firm defines quality and what product quality dimensions it considers important to its competitive strategy. Garvin proposed a well‐known framework for thinking about product quality based on eight dimensions: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. Alternative definitions of quality have evolved from five different approaches: transcendent, product‐based, user‐based, manufacturing‐based, and value‐based. Of the five approaches to defining quality, the manufacturing firms in our sample subscribed most often to the user‐based definition. Using regression analysis within a factor analytic framework, some empirical support was found for hypothesized linkages between the product quality dimensions and the alternative definitions of quality. Specifically, the user‐based definition was related significantly to aesthetics and perceived quality, the manufacturing‐based definition to conformance, and the product‐based definition to performance and features.
An improved method of reliability assessment for suspended tests
Authors: Habchi Georges
Published: July 2002

This paper reports on the development of a new method for suspended test reliability assessment and modeling. Reliability suspended tests are performed in order to accelerate testing duration and then to obtain information quickly on the life distribution of products. During suspended tests, products are randomly removed from initial samples before failure. The proposed method, which is an alternative to Johnson’s approximation, corrects the failure order number of failed products each time a product is suspended. The method is applied within a global approach carried out using the ADONIS software. The software developed for this purpose helps users to assess and model reliability for different test types (complete, censored, truncated, suspended, etc.). The proposed method is compared with the cumulated chance rate method and Johnson’s method. The three methods are then evaluated with reference to complete tests. Several simulations are carried out to validate this evaluation. The three main distributions (Weibull, exponential, normal) are used for reliability modeling. Reported simulations show that the proposed method provides better results than the two other methods in 80 per cent of the tests performed.
A Quality Improvement Study at an Aerospace Company
Authors: Cheng T.C.E.
Published: July 2002

Reports on a quality improvement project undertaken by an aerospace
company in an attempt to apply statistical process control techniques to
its heat treatment process in hopes of achieving continuous process
improvement. The project was successful in spotting the problem areas
based on statistical analysis of pertinent data. Several countermeasures
were recommended by the project team to tackle the uncovered problems.
However, the recommendations were not implemented because the management
maintained that no additional costs should be incurred to improve an
acceptable process since the process under study was found to be within
specification limits. This case study vividly illustrates that, first,
nothing will be achieved without management support and, second,
companies still employ the outdated “don’t rock the boat” management
philosophy, which is in stark contrast to the philosophy of continuous
improvement to meet customer expectations advocated by modern quality
management and practised by many world‐class organizations.
A Study of Inspection Performance and the Personality of Quality
Inspectors
Authors: Hsu Sheng‐Hsiung , Chan Tam
Published: July 2002

Aims to verify the effect on visual inspection performance as the number
of fault types increases and to investigate the main personality traits
of a competent inspector using factor analysis. Forty subjects
participated in the experiment. The performance measures were response
time and error rate. A significant effect was found when the number of
fault types increased. Four factors obtained by factor analysis
demonstrate that the personality of a competent inspector includes the
following characteristics: stability, enthusiasm, sensitivity, and
suspicion.
Teaching experimental design techniques to engineers
Authors: Raeside Robert
Published: July 2002

It is widely recognized that the use of statistical experimental
design techniques, including those advanced by Taguchi, can, when
applied correctly, lead to a deep understanding of processes and often
to their improvement. The benefit arises out of the methodologies
providing a vehicle to allow the application of the scientific method.
Teaching this to students and those at work is difficult and there is a
tendency to get embroiled in the analysis of results, which can lead to
missing many of the practical issues and alienation of non‐mathematical
students. Reports ways of giving a practical insight in a classroom
situation, focuses on the actual running of an experiment in class and
gives some results and observations, and describes methods which have
been found to achieve the educational aims of giving understanding,
confidence and motivation.
Strategic marketing planning: a quality function deployment approach
Authors: Hua Lu Min , Kuei Chu‐Hua
Published: July 2002

Explores the application of quality function deployment (QFD) concept in strategic marketing planning. First discusses the literature of quality control concepts and marketing concepts, and the current thinking in strategic marketing planning. Then proposes that the QFD concept can be an ideal approach in the strategic marketing planning. The QFD approach maximizes benefits for both customers and companies in the long run, by first determining the customer’s needs, and then translating these needs into corporate goals and marketing objectives. Based on these goals and objectives, marketing strategies and marketing tactics could be developed and implemented to ensure the customers’ needs are met and company’s objectives are obtained.
A simple procedure to compute the optimal repair cost limit under minimal repair
Authors: Chung Kun‐Jen , Lin Shy‐Der
Published: July 2002

When the system fails, the decision to repair or replace a failed unit may depend on the estimated repair cost. Such an idea is called repair limit replacement policy. The repair limit is a limit on the amount of money which can be spent on the repair of a system. The repair limits thus provide an economic replacement policy. Examines optimal repair‐cost limits for a Weibull‐distributed time to failure and an exponentially distributed repair cost. Derives bounds for the optimal repair cost limit that minimizes the average cost per unit time for repairs and replacement. With those bounds, develops a simple algorithm to obtain the optimal repair‐cost limit. Gives numerical examples to illustrate the algorithm.
Expert system domain identification, evaluation and project management A TQM approach
Authors: Lynn Marc P. , Murray Mary Ann
Published: July 2002

Expert systems (ES) are designed to support and replicate management tasks and decision making characterized by experience and expertise. These commodities are becoming increasingly limited as organizations flatten their management structure. Effective identification and evaluation of domains appropriate for ES‐based solutions are critical to their successful development and implementation. Presents a comprehensive model for ES domain identification and evaluation that includes an emphasis on total quality management (TQM) and can be used as a project management tool. The TQM matrix evaluation model proposed facilitates qualitative and quantitative assessment of ES domains and can provide for dynamic evaluation, feedback and continuous quality management over the entire project life cycle. Tests the TQM matrix evaluation model by applying it to a real business problem and presents and discusses the results.
A risk management model to assess safety and reliability risks
Authors: Rao Tummala V.M. , Leung Y.H.
Published: July 2002

Evaluating project proposals with respect to safety and reliability objectives is extremely complex. Several tangible as well as intangible factors need to be considered. Also, most often these factors are difficult to measure objectively because of their nature and the lack of factual data and information. In addition, they involve uncertainties and risk. The project managers need to enumerate systematically all potential risk factors affecting the safety and reliability objectives of the project, determine the consequences and the impact of their severity, assess the likelihood of the occurrence of these consequences, and select the best course of action to contain and control risks in order to meet the specified project objectives. Develops such a framework by integrating system hazard analysis with the core elements of the risk management process (RMP) to assess potential risks and to evaluate response actions to control and manage the identified risks to satisfy the predetermined safety and reliability objectives.
A regression model for matching parallel systems
Authors: Nibler Roger
Published: July 2002

Contends that parallel production sub‐systems may be cost effective and, in some cases, they are the only technically feasible way to improve output quality. Operating in either a standby‐redundancy or an ongoing capacity, parallel production sub‐systems are likely to be most cost effective when placed in upstream operations, where the leverage effect on output quality is considerably higher. Although typical research in parallel systems assumes a known distribution to estimate the output reliability of the parallel configuration, explains how this study used a simulated production environment to develop a regression model for assigning parallel system components by monitoring their actual past performance, and was therefore distribution free. Applying variables monitored during a previous production run in which quality is measured in a binary manner (i.e. either as acceptable or unacceptable), the model was used to determine optimal pairs of parallel subsystems. Claims that this matching model was about 2.5 times more accurate than Markov analysis in predicting the output quality of a given pair of parallel systems. The inclusion of an additional variable in the regression resulted in the model explaining about 75 per cent of the output variability of the parallel configurations and thus could potentially predict quality in lieu of direct inspection.
A cultural study of ISO 9000 certification
Authors: Mallak Larry A. , Bringelson Liwana S. , Lyth David M.
Published: July 2002

Reports an exploratory investigation of the organizational cultural values supporting and inhibiting certification to the ISO 9000 series of quality standards. As more firms pursue certification to ISO 9000 based quality system standards, the hypothesis emerges of a common cultural profile to support successful certification. This hypothesis was investigated by asking management representatives of firms currently registered to the ISO 9000 standards to evaluate the roles of specific organizational values in their successfully registered firms. A modified version of an existing culture measurement procedure was used to measure culture. Factor analysis identified factors working towards and against attainment of ISO 9000 certification. The results of this study suggest organizations seeking ISO 9000 certification should be decisive, team‐oriented, risk‐averse, and should value stability, pay attention to detail, value high levels of organization and value working in a co‐operative environment with good interpersonal relationships. Offers suggestions for extending this research beyond the current study.
The optimization of multi‐response problems in the Taguchi method
Authors: Tong Lee‐Ing , Su Chao‐Ton , Wang Chung‐Ho
Published: July 2002

The Taguchi method is the conventional approach used in off‐line quality control. However, most previous Taguchi method applications have dealt only with a single‐response problem. The multi‐response problem has received only limited attention. Proposes an effective procedure on the basis of the quality loss of each response so as to achieve the optimization on multi‐response problems in the Taguchi method. The procedure is a universal approach which can simultaneously deal with continuous and discrete data. Evaluates a plasma‐enhanced chemical vapour deposition (PECVD) process experiment and a case study, indicating that the proposed procedure yields a satisfactory result.