bluuebunny/crossref_metadata_2025 huggingface dataset:
Quality evaluation in health care services based on customer‐provider relationships
Authors: Eiriz Vasco , António Figueiredo José
Published: January 2007

Purpose

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically.

Design/methodology/approach

Systematic review of the literature.

Findings

Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non‐technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence).

Originality/value

This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing‐oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.
Technology usage, quality management system, and service quality in Thailand
Authors: Sivabrovornvatana Nilubon , Siengthai Sununta , Krairit Donyaprueth , Paul Himangshu
Published: January 2007

Purpose

This article aims to explore the relationship between technology and quality management for enhancing Thai hospital service quality.

Design/methodology/approach

The paper presents the findings of an exploratory study that investigates service quality from the customer and service provider perception. In‐depth interviews were conducted with respondents in Thai hospitals. The interviews explored service‐related factors that patients and service providers perceive to be important for hospital services. The first interview group consisted of professionals as internal customers in direct contact with external customers, while the second group consisted of external customers of the same hospitals.

Findings

The study's outcomes clearly suggest factors that make significant contribution to service quality. These factors can be categorized according to five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibility), although some factors required slightly different interpretation.

Originality/value

The findings suggest that hospitals can develop an appropriate approach to their advantage, which can yield sustainable improvement in service quality as perceived by patients and professionals. Hospitals can make better quality decisions based on structured measurement and knowledge. It is recommended that managers apply this knowledge for successful implementation of activities related to service quality in their organizations.
Preliminary outcomes and cost‐benefit analysis of a community hospital emergency department screening and referral program for patients aged 75 or more
Authors: Warburton Rebecca N.
Published: January 2007

Purpose

The purpose of this article is to report preliminary outcome and cost‐benefit results for a patient safety quality improvement program intended to improve outcomes for patients aged 75 or more visiting the Emergency Department (ED). The program uses the Identification of Seniors at Risk (ISAR) scale to screen, and refers patients at high risk for appropriate intervention.

Design/methodology/approach

The Plan‐Do‐Study‐Act improvement cycle was used as a framework. Simple outcomes have been assessed by comparing patient sub‐groups based on risk status and interventions received. Cost and benefits were assessed based on estimated program outcomes and average costs. Sensitivity analysis was performed to test alternate assumptions.

Findings

The screening tool appears to be accurate, and screening and referral appears to have a positive impact, reducing length of stay, returns to the ED, and subsequent admissions to hospital. However, most results are not statistically significant at the 95 percent level. The value of avoided care exceeds program costs under most assumptions.

Originality/value

Screening and referring all eligible patients has still not been achieved; these are areas for future investigation and improvement. Screening and referral appear to be effective in improving outcomes but because program costs were low, net benefits may have been achieved; however given global budgeting for hospital care improvements in the use of resources (rather than budgetary savings) would be expected. The methods for improvement (the Plan‐Do‐Study‐Act framework; process evaluation; multidisciplinary working group meetings; outcome assessment) are practical and useful for improving quality and safety in a small community hospital with limited resources.
An empirical study of patients' expectations and satisfactions in Egyptian hospitals
Authors: Mostafa Mohamed M.
Published: January 2007

Purpose

This paper seeks to investigate how patients perceive service quality in Egypt's public and private hospitals. The paper also tests the SERVQUAL dimensions in hospitals within an Arab, non‐Western context.

Design/methodology/approach

The author used a cross‐sectional questionnaire survey, performed in 2005. A sample of 332 patients from 12 hospitals in Egypt participated in the study.

Findings

The results highlighted a three‐factor solution for the SERVQUAL instrument with 67 per cent of variance explained. This result does not support the five‐components original SERVQUAL. A discriminant function was estimated for patients who selected public hospitals and those who selected private hospitals. The model was found to be significant in explaining patients' choice of the type of hospital.

Research limitations/implications

The use of quantitative methods alone is valuable in establishing relationships between variables, but is considered weak when attempting to identify the reasons for those relationships. Patients may have a complex set of important beliefs that cannot be captured in the questionnaire. Therefore, using qualitative research along quantitative methods in future studies may enhance the findings of this study.

Originality/value

This article will be of interest to both public and private hospitals wishing to determine what patients expect from the quality of service provided to them.
Assessing executive leadership: an integral approach
Authors: Volckmann Russ
Published: January 2007

Purpose

The paper offers an example of an approach to translating integral concepts into language that is accessible to executive leaders in business without resorting to introducing the complexity of integral theory and models.

Design/methodology/approach

The phase of intervention is data gathering prior to feedback of data, action planning or change interventions. The model is presented along with examples of its implementation. The methodology and implementation follows principles derived from organization development and change methodologies.

Findings

Time availability for “educational interventions”, particularly in the initial phases of an intervention with executives is usually very limited. Having an approach that is integrally informed supports the gathering and organization of quality data from interviews and lays the foundation for individual and team coaching interventions that may include introduction of integral models and concepts to support executive leadership. The approach clarifies for the individual and the executive team their views of the requisite priorities, skills and processes for effectiveness within the team and in relation to stakeholders.

Research limitations/implications

The paper is suggestive of a more comprehensive approach to research on leadership and its development in organizations.

Practical implications

Since contracting for change is a critical element in successful interventions, an integral approach fosters more effective contracting due to the thoroughness of data identified.

Originality/value

Presents an application of integral theory that is unique and that has been tested in organization change interventions at the executive level.
Scientification, immune responses, and reflection
Authors: Nicolai Alexander T. , Röbken Heinke
Published: January 2007

Purpose

There is little consensus among academics on how to treat management fashions. The aim of this paper is to point out how management scientists have previously dealt with consulting concepts and which ways of dealing with them seem to be appropriate.

Design/methodology/approach

The debate surrounding management fashions alludes to the topic, how academia demarks its borders. Thus, a concept is required with which management studies and practice can be described as distinct entities in order to juxtapose the two spheres. This is done by applying Niklas Luhmann's systems theory to the realm of management studies.

Findings

The development of academia's attitude toward consulting concepts can be subdivided into three different phases: management academics considered consulting concepts as quasi‐scientific element; these concepts were then interpreted as a “foreign body”: and, finally, they were an object of scientific reflection. The last phase includes a transformation that has started only recently. From the perspective of the theory of self‐referential systems this change can be described as a sound development and it seems unlikely that academic approaches and consulting concepts will converge. In this perspective the non‐academic character of such consultancy‐concepts becomes evident‐just like their hidden usefulness.

Originality/value

Provides insights on how management scientists deal appropriately with consulting concepts. The change in attitude towards fashionable management concepts provides information not only about the consultancy concepts, but also about an altered self‐conception of management studies.
Actionable knowledge: consulting to promote women on boards
Authors: Adams Susan M. , Flynn Patricia M.
Published: January 2007

Purpose

Describes how actionable knowledge is created to successfully initiate consulting relationships designed to promote changes in the composition of corporate boards and, ultimately, social change to eliminate exclusionary practices that are keeping women from consideration for board seats.

Design/methodology/approach

Examines the work of The Boston Club in promoting women on corporate boards to build needed theory to guide change efforts.

Findings

Concludes that no one theoretical perspective supplies the necessary guidance. Presents a model that combines psychodynamic, organizational learning, open systems, and critical management studies views.

Originality/value

Presents the push/pull approach taken by The Boston Club that addresses perceived social constraints and psychological needs involved in changing behavior to create commitment to adding women to boards. Suggests that the sequencing of push and pull techniques may be an important consideration in designing change efforts.
Marks and Spencer–waiting for the warrior
Authors: Rippin Ann
Published: January 2007

Purpose

This paper aims to explore the gendered narratives of change management at Marks and Spencer (M&S) and uses them as a lens to consider the gendered nature of the change process itself.

Design/methodology/approach

Two extant stories: Sleeping Beauty and the Trojan War are taken, along with the cultural archetype of the American West gunslinger to explore the gender aspects of change. The Marks and Spencer case is analysed using the corollary patriarchal narrative of Sleeping Beauty, a story whose organising logic is revealed as one of concern for patriarchal lineage, and legitimate succession. The paper, draws on the Marks and Spencer principals' memoirs and biographies.

Findings

Sleeping Beauty is shown as a narrative saturated in misogyny, aggression and violence. This violence, which is shown to characterise the Marks and Spencer case, is amplified in the second narrative, the Trojan War, in the highly personalised battles of the über‐warriors of The Iliad. The paper concludes that violent, hyper‐masculine behaviour creates and maintains a destructive cycle of leadership lionisation and failure at the company which precludes a more feminine and possibly more effective construction of change management.

Originality/value

Demonstrates how M&S, gendered from its birth, its development through the golden years, the crisis, its changes in leadership and its recent change management has attempted to respond to its changing environment.
New meanings for entrepreneurs: from risk‐taking heroes to safe‐seeking professionals
Authors: Hytti Ulla
Published: January 2007

Purpose

To underline that viewing entrepreneurship in the context of shifting career roles and professional identities, gendered organizational life and in the current societal context regarding working life (ageing, gender discrimination) provides us with new lenses and enables us to perceive the entrepreneurial identity as fluid and emergent.

Design/methodology/approach

A female entrepreneur's life‐story collected through a narrative interview is applied in the study. In this paper identities, organizations and societies in change form the basis for entrepreneurship. Treating entrepreneurship as a social process constrained by time and place allows it to gain new meanings and understandings of security, reliability, risk‐moderation that it has not previously seen to possess.

Findings

The paper presents the connections of time and place for entrepreneurship; first, by demonstrating how entrepreneurship as a phenomenon reflects the time and place of investigation; second, how time and place are applied as important elements in the individual story presented in the paper, and, third, how readings of time and narrative are applied to make sense of entrepreneurship in the story.

Research limitations/implications

The paper suggests that the social context (different times, places as well as, e.g. different roles, social identities and careers) should more frequently be studied within entrepreneurship research.

Practical implications

By portraying entrepreneurship from the non‐economic and non‐heroic standpoint, and reflecting the social changes that surround it, entrepreneurship is potentially made more accessible for a larger number of people.

Originality/value

The paper refuses the research of entrepreneurs as a general overriding, economic category and the quest for the “Theory of Entrepreneurship”.
Leadership in Romania
Authors: Aioanei Ingrid
Published: January 2007

Purpose

What is leadership, how do Romanians relate to their organization's leaders, which are the most common leadership behaviors and which leadership style is best for Romania? This paper attempts to address these issues.

Design/methodology/approach

Data were collected on actual Romanian leadership and preferences in leadership's styles. The questions were grouped according to the two major continuums: autocratic style versus democracy style and task orientation versus relationship orientation.

Findings

Regarding the autocratic style‐democratic style dimension, Romanian leadership leans towards the autocratic style and research results show that leaders in Romania are 55 percent authoritarian and 45 percent democratic. Romanian leaders are inclined towards less involvement of subordinates and frequently retain the final decision. They make use of coercion. The autocratic dimension is slightly higher in state‐owned enterprises, due to the strong centralization and to the remains of communism. The research also indicates that men are more task‐orientated (71.8 percent) than women (64 percent). Since, Romanian organizational leaders are task oriented (67 percent) and authoritarian (55 percent), the conclusion drawn is that Romanian leaders fit in the “Military Man” pattern. This conclusion was expected because Romanians exhibited a strong dictatorial leadership during communism. However, Romanian leaders of the future will move from the Military Man type to the Academician type, which is still goal‐centered, but has a more democratic leadership approach. Results also showed that Romanians would like to have leaders more democratic‐oriented (95 percent) than authoritarian (5 percent). This is an important shift.

Originality/value

This paper develops a better understanding of Romanian leadership, a subject that has been largely ignored. The paper offers important knowledge and ideas on that which is considered to be organizational leadership in Romania, explaining its roots as well as its behavioral fruits and the contextual environment in which it takes place. Researchers who study organizations may also find the paper a rich source for future inquiry and a confirmation or challenge to their own opinions on leadership in Romania.
The discourse of Romanian universities
Authors: Chiper Sorina
Published: January 2007

Purpose

The purpose of this paper is to address the discourse of Romanian universities as a mirror of the reformation process in the national higher educational system.

Design/methodology/approach

The focus of this paper is on external and internal communication, on institutional identity and the symbiosis of orders of discourse. The paper highlights the prospective EU integration as a major trigger of change in the Romanian educational system. It then draws upon critical discourse analysis (CDA) as a relevant research approach and presents the results of conducting critical discourse analysis on a corpus consisting of the web site presentation of ten public and private universities, on three faculty and university prospectuses, and one promotional CD. Finally, the paper briefly compares the discourse of Romanian universities with the discourse of universities from the UK, France, Italy and Germany, and suggest lines for improvement.

Findings

Romanian society is currently the site of ample reformation and one of the factors that trigger change is the prospective integration in the European Union. In higher education, change is enacted discursively though the emergence of new genres as the generalization of promotion as a discursive practice. The discourse of Romanian universities is heavily colonized by the EU discourse, but factors pertaining to local culture also resurface openly. Discourse is, indeed, a factor of change, but not the only one affecting it. The westernizing of Romanian university discourse needs to be backed up by a westernizing of patterns of thinking and behaving.

Originality/value

The paper presents insights into the discourse of Romanian universities.
Change in Romanian organizations: a management culture approach
Authors: Viorica Grigoruţă Maria
Published: January 2007

Purpose

The purpose of this paper is to identify means and opportunities available to managers in Romanian companies in order to successfully undergo the process of integration in the European Union, by accepting the cultural diversity in the global organization in the twenty‐first century.

Design/methodology/approach

The objectives have in view the identification of the characteristics of change in Romanian companies by means of the organizational culture, the development of organizational culture in an unstable, changing environment and the identification of the present values and of those desired by the Romanian employees as managers or subordinates. The practical research took place by means of the questionnaire and the interview used for 26 managers with hierarchical positions in various companies in the city of Iasi. During their careers, they attended at least one “organizational development” course, they used questionnaires for 6 subordinates and are in the stage of research for the processes of product change in the management activities of the organization from the perspective of management culture.

Findings

In the end, the observations were made on 84 valid questionnaires and they allowed for the discovery of the ways of understanding and expression of the dimensions of organizational culture at the present moment and of the future level desired by the employees, in their relations with their co‐workers and with the managers in the analysed companies.

Research limitations/implications

The way it was performed, the research allows for a series of common conclusions related to the way in which the management activity is currently conducted, especially in the Romanian companies which functioned under the authority of the state until 1990 and have preserved a series of traditional management mechanisms. Considering the evolution of the Romanian society, the steps that will be taken in knowing and applying the new tendencies and dimensions of management and organizational and individual development, the research will continue in the future, aiming at making suggestions regarding the adjustment capacity of Romanian companies, relating to the organizational culture, among others.

Practical implications

In the organizations which were analysed for the research, the paper identified a preoccupation for the aspects connected to the dimensions of organizational culture and an orientation towards individual and organizational change concerning the “acceptance” of a new system of values.

Originality/value

The choice of the subjects and the conception of the system of values of the organizational culture led to a certain degree of originality of our research, allowing for the offering of necessary information and resources to the interested parties, as well as for the opening of future ways of analysing the change processes which will occur in the management of Romanian companies.
Romania's economic policy: rulers' wisdom will lead us
Authors: Burnete Sorin
Published: January 2007

Purpose

To highlight the key‐role of macroeconomic management in a dysfunctional emerging market economy.

Design/methodology/approach

The analysis – focused on the particular case of Romania, where the transition to market economy is underway – relies on two basic hypotheses. According to the former, the reform programs implemented during the 1990s failed to take into account some fundamental correlations such as the one between reform measures and the real state of the economy (more specifically, the presence or absence of distortions). Another important correlation must exist between various types of macroeconomic policies, whether designed to trigger changes in the real economy (e.g. transfer of ownership, etc.) or aimed at securing macro‐stabilization. According to the latter hypothesis, overlooking such correlations will jeopardize both macroeconomic equilibrium and the soundness of future growth.

Findings

The data illustrating the evolution of Romania's economy during 1995‐2003 confirm the aforementioned hypotheses. Although the economy started growing at a fairly‐high rate after 1999, growth has been mostly immiserizing and hardly sustainable since. This outcome can be illustrated by using well‐known models such as Bhagwati's generalized theory of distortions and welfare and Mundell's approach of macroeconomic policies under imperfect capital mobility.

Originality/value

The use of the “immiserizing growth” concept in depicting Romania's economic evolution after 2000 is most likely an element of originality. The paper might be valuable for emphasizing the imperfections of the Romanian “government‐central bank” tandem.
Romanian managers and human resource management
Authors: Constantin Ticu , Pop Daniela , Stoica‐Constantin Ana
Published: January 2007

Purpose

The purpose of this paper is to describe the role of human resource management (HRM) in Romania.

Design/methodology/approach

The paper describes the latest changes and their reflections in research by analysing data collected from an inquiry amongst 558 company managers. The attitudes and facts in HRM are identified, taking into account the characteristics of the firm. Additionally, the HR problems encountered by the managers, the training and consultancy needs and experience of the firms, and the academic background of the experts, are identified. Finally, some trends in HRM politics are revealed.

Findings

The outcomes sustain the conclusion that modern HRM in Romania registered an encouraging start after the communist period, but it is still facing important challenges.

Originality/value

The paper offers a sketchy picture of the HRM situation in Romania.
Degradation of Sn‐Ag‐Cu heat‐sink attachment during thermal shock cycling
Authors: Chang Junling , Janz Dirk , Kempe W. , Xie Xiaoming
Published: January 2007

Purpose

To investigate the degradation of lead free solder heat‐sink attachment by thermal shock. Samples with high voiding percentages were selected for the investigation in order to get information on the significance of voids on the reliability of Sn‐Ag‐Cu heat‐sink attachment.

Design/methodology/approach

Through the use of X‐ray, C‐mode scanning acoustic microscopy, dye penetration, cross section and scanning electron microscopy/energy‐dispersive X‐ray tests, the degradation of Sn‐Ag‐Cu heat‐sink attachment during thermal shock cycling was evaluated.

Findings

The results showed that the Sn‐Ag‐Cu heat‐sink attachment where the area of voiding was 33‐48 per cent survived 3,000 thermal shock cycles, although degraded. The main degradation mechanism for the solder attachment was not solder fatigue but interface delamination due to Kirkendall voids at the Cu/Cu3Sn interface. It was found that the large voids in the Sn‐Ag‐Cu heat‐sink attachment were not significantly affecting the solder joint lifetime. Big differences of intermetallic compound growth behaviour and Kirkendall voids at device/solder and solder/Cu pad interfaces are found and the reasons for this are discussed.

Originality/value

This work has clarified the general perception that large voids affect the thermo‐mechanical lifetime of solder joint substantially and also provides further understanding of the Sn‐Ag‐Cu heat‐sink attachment degradation mechanism.
Low cycle fatigue testing and simulation of Sn‐8Zn‐3Bi and Sn‐37Pb solder joints
Authors: Sun Peng , Andersson Cristina , Wei Xicheng , Cao Liqiang , Cheng Zhaonian , Liu Johan
Published: January 2007

Purpose

Sn‐Zn based lead free solders with a melting temperature around 199°C are an attractive alternative to the conventional Sn‐Pb solder and the addition of bismuth improves its wetability. Whilst lead‐free soldering with Sn‐8Zn‐3Bi has already been used in the electronics assembly industry, it is necessary to study its low cycle fatigue properties since such data have not been reported up to now.

Design/methodology/approach

In this study, displacement‐controlled low cycle fatigue testing of Sn‐8Zn‐3Bi and Sn‐37Pb solder joints was done on lap shear samples. The test amplitude was varied whilst the frequency was kept constant at 0.2 Hz and failure was defined as a 50 per cent load reduction. Finite element (FE) modelling was used for analysis and the results were compared to the experimental data.

Findings

The microstructure of the Sn‐8Zn‐3Bi solder showed a mixed phase of small cellular‐shaped and coarser needle‐shaped areas. Au‐Zn intermetallic compounds were observed near the interface from the SEM‐EDS observation. The average lifetime for the Sn‐8Zn‐3Bi solder joints was 17 per cent longer compared to the Sn‐37Pb solder joints. The cross section observation indicated that the fatigue cracks propagated along the interface between the solder bulk and the Au/Ni layer. The locations of maximum equivalent stress from the FE simulation were found to be at the two opposite corners of the solder joints, coinciding with the experimental observations of crack initiation.

Originality/value

This is believed to be the first time, the low cycle fatigue properties of Sn‐8Zn‐3Bi solder have been reported.
A model for starting up and implementing continuous improvements and work development in practice
Authors: Ljungström Martin
Published: January 2007

Purpose

The purpose of the paper is to evaluate and further develop a model created to start‐up the implementation of continuous improvements (CI) and work development (WD).

Design/methodology/approach

The model is evaluated through action research at two different Swedish companies.

Findings

The study indicates that companies using the model can be successful in the start‐up of CI and WD and that the model creates opportunities to go further in both CI and WD issues. The study emphasizes the idea that facilitators are important for starting up and initiating a change in behaviour. The results also indicate the need for structural changes and a more profound competence in WD and coaching among managers to further develop a successful combination of CI and WD.

Originality/value

The study shows that it is harder to implement daily CI activities in the administrative parts then at the shop floor.
Customer defections analysis: an examination of online bookstores
Authors: Shih Ya‐Yueh , Fang Kwoting
Published: January 2007

Purpose

The cost of retaining a customer is lower than that of obtaining a new one, so potential customer defection is an important issue in the fiercely competitive environment of electronic commerce. Accordingly, this paper aims to present a new way for gauging customer loyalty and predicting their possibility of defection reference to a set of quality attributes satisfaction and three types of belief in the theory of planned behavior (TPB).

Design/methodology/approach

The performance of the classification utilization artificial neural networks (ANNs) was compared to that of traditional analytic tools, such as multiple discriminant analysis (MDA) and classificatory data mining technique – decision tree.

Findings

The analytical result represented that the predicted accuracy of ANNs is better then MDA and decision tree in both training and testing phases. Degree of repurchase intention has been classified correctly with a success rate of 83 percent using neural networks.

Research limitations/implications

Like all research, this study has its limitations. One such limitation is that the predictive model was designed for application to online bookstores. A further limitation of this survey is that it reflects intentions instead of actual behavior. Finally, despite of ANNs has been applied to numerous areas and have demonstrated a degree of classification success, it is difficult to extract rules for explanation. Therefore, enhancing ability of model explanation would be a valuable work in the future.

Originality/value

The contribution of this paper is to predict how marketing practitioners can tactically market to customers with weak repurchase intentions to prevent defections.
Benchmarking on managerial practices: a tool for SMEs
Authors: Garengo Patrizia , Biazzo Stefano , Simonetti Alessio , Bernardi Giovanni
Published: January 2007

Purpose

Literature and practice highlight the need to stimulate processes of qualitative growth in SMEs. The aim of the research presented in this paper is to identify a type of benchmarking and a benchmarking tool which can support the qualitative growth of these companies.

Design/methodology/approach

During the study, literature review and empirical research had been carried out and further information was gathered by means of workshops and interviews to experts. Finally, the achieved results were tested on a sample of eight Italian SMEs.

Findings

Approaches to benchmarking were reviewed and classified; synthetic benchmarking based on managerial practices was chosen as the most appropriate approach to stimulate improvement and qualitative growth in SMEs; moreover a tool for synthetic benchmarking on managerial practices tool was developed.

Practical implications

The research has practical implication; it provides SMEs with adequate tool and methodology able to support the development of management system. The tool is able to allow SMEs to learn best managerial practices, assess itself with respect to these practices and at the same time understand what must be done to carry out improvement.

Originality/value

The developed tool has a general validity, it does not consider particular situation, but if some codified practices are not applicable to a specific company, it is possible to rule out these practices without compromising the effectives of the tool.
Robust PID controllers by Taguchi's method
Authors: Vlachogiannis John G. , Roy Ranjit K.
Published: January 2007

Purpose

The aim of the paper is the fine‐tuning of proportional integral derivative (PID) controllers under model parameter uncertainties (noise).

Design/methodology/approach

The fine‐tuning of PID controllers achieved using the Taguchi method following the steps given: selection of the control factors of the PID with their levels; identification of the noise factors that cause undesirable variation on the quality characteristic of PID; design of the matrix experiment and definition of the data analysis procedure; analysis of the data; decision regarding optimum settings of the control parameters and predictions of the performance at optimum levels of control factors; calculation of the expected cost savings under optimum condition; and confirmation of experimental results.

Findings

An example of the proposed method is presented and demonstrates that given certain performance criteria, the Taguchi method can indeed provide sub‐optimal values for fine PID tuning in the presence of model parameter uncertainties (noise). The contribution of each factor to the variation of the mean and the variability of error is also calculated. The expected cost savings for PID under optimum condition are calculated. The confirmation experiments are conducted on a real PID controller.

Research limitations/implications

As a further research it is proposed the contiguous fine‐tuning of PID controllers under a number of a variant controllable models (noise).

Practical implications

The enhancement of PID controllers by Taguchi method is proposed with the form of a hardware mechanism. This mechanism will be incorporated in the PID controller and automatically regulate the PID parameters reducing the noise influence.

Originality/value

Application of Taguchi method in the scientific field of automation control.
Matching “environmental performance” and “quality performance”
Authors: Giancarlo Barbiroli
Published: January 2007

Purpose

Enterprises are used to managing quality together with productivity but neglecting environmental management. This involves higher costs and lower benefits than if they were managed jointly. Therefore, efforts must be made to link all of the main aspects of the global performance/efficiency. In recent years several methodologies have been developed and implemented to consider and sort out single aspects of performance (concurrent engineering, quality function deployment, rapid prototyping, lean production, design for assembly and disassembly, total quality management, LCA) seeks to propose a method to attain such a result, within a continuous improvement environment.

Design/methodology/approach

The method is based on the correlation between 12 aspects of performance/efficiency in the production processes, general specifications of the project, detail specifications for sub‐systems, and productive modalities.

Findings

It is found that this can be done by constructing specific matrices, by utilizing both technical and economic data, which permit to identify the modifications to introduce in the process/product to improve the various aspects of performance.

Originality/value

The way to follow is necessarily the adoption of methodologies able to integrate all aspects, to pursue and achieve an increasing efficiency.
The application of business process reengineering in the UK
Authors: Tennant Charles , Wu Yi‐Chieh
Published: January 2007

Purpose

The purpose of this research was to identify the key factors for success of business process reengineering (BPR) applications in the UK‐based companies.

Design/methodology/approach

A questionnaire survey was used to gather primary research data from the UK‐based companies that have applied BPR to investigate the triggers for BPR, identify the main barriers, and enable the authors' to propose key factors for success.

Findings

The survey found that the main reasons for applying the technique were external competitive pressures, internal cost reduction, and productivity improvements. The main barriers to successful implementation were reported as tactical short‐term solution driven approaches, which inadequately considered the people issues, and an over reliance on IT‐based technology. It is proposed that the factors for success include adopting a strategic approach, which prioritises business processes for BPR projects. This should include the establishment of appropriate company‐wide targets and measures that emphasise continuous improvement for the long term. Finally, management needs to motivate and involve employees as a key enabler by removing their fears that BPR is really a “downsizing” exercise, and emphasising improved co‐ordination of people and technology.

Research limitations/implications

The research has limitations in that the respondent companies are UK‐based and therefore the internationalisation of the findings requires further validity.

Practical implications

The discussion and conclusions from this work are made in a practical manner.

Originality/value

Some useful primary data from the UK industry which makes the work original and of value to both academics and practising managers.
Gironacel: a virtual learning experience for improving quality
Authors: Casadesús Martí , Albertí Marta , Mendez Empar
Published: January 2007

Purpose

The purpose of this paper is to present the Gironacel® project. The aim of this tool is to make it easier for companies to implement ISO 9001:2000 standard in a very practical and non‐interruptive way.

Design/methodology/approach

By means of creating a fictitious virtual company, called Gironacel, to be used as an example, it aims to provide companies using the tool with all kinds of information concerning the challenges that the Gironacel company faces and all the difficulties and consequences that come with them.

Findings

The paper give companies a clear and highly practical reference regarding the implications of any new project, such as, for example, implementing a quality management system, which is the first of the objectives chosen for the virtual company and the challenge that is dealt with in this paper.

Originality/value

This paper explains how this new tool was designed and implemented, along with the results expected of it.
An AHP‐based study of TQM benefits in ISO 9001 certified SMEs in Trinidad and Tobago
Authors: Lewis W.G. , Pun K.F. , Lalla T.R.M.
Published: January 2007

Purpose

This paper empirically determines the extent to which the criteria of total quality management (TQM) are achieved in ISO 9001 certified small‐ and medium‐sized enterprises (SMEs) in Trinidad and Tobago (T&T). These criteria represent the attributes of TQM and as such one can equate these to the benefits of TQM that are achieved through ISO in SME. In addition, weaknesses are highlighted to which scarce resources could be parsimoniously allocated.

Design/methodology/approach

The analytic hierarchy process (AHP) methodology is used to determine the percent weightings of four categories of performance criteria that were identified via a review of quality management literature. These criteria constitute four stages of TQM implementation including top management commitment (TMC), gap analysis (GA), systems deployment (SD) and continual improvement (CI). A process model together with an AHP framework using these categories of criteria is proposed. An empirical analysis of the criteria of each stage using the AHP methodology and the expert opinion of the top management of four SME operating in T&T are used to evaluate the percent weightings of the criteria that are synonymous with TQM implementation

Findings

The findings of this study suggest that the SMEs were focused on SD and CI, but were least able to effectively determine their strategic direction. In addition, the potential benefits that could be derived from TQM criteria were lacking in the areas of TMC and GA. Having compliance requirements that deal directly with these areas would help SMEs align their quality management practices with quality culture and strategic process changes towards TQM.

Research limitations/implications

Owing to the ethnographic nature of the study, it was possible to obtain data from only four SMEs.

Practical implications

SMEs in T&T may apply the findings of the empirical research to the design, implementation and CI of their quality management systems (QMSs).

Originality/value

This paper makes a contribution to the body of knowledge in the field of quality management in a region where such work is limited. It also adds value by empirically measuring TQM implementation by determining the extent to which its criteria are implemented in ISO 9001 certified SMEs.
Impact of deficient healthcare service quality
Authors: Lee Pui‐Mun , Khong PohWah , Ghista Dhanjoo N.
Published: January 2007

Purpose – This paper seeks to look at healthcare service quality from the viewpoint of its negative impact on the industry when there is a deficiency in the delivery of service quality. To measure this impact, the potential loss of customers due to poor quality service is measured. A potential customer loss model is proposed. To address the competitive and financially driven healthcare delivery business, a three‐pillar approach, termed the Excellent Healthcare Service Model (EHSM), is introduced. This approach advocates that the healthcare industry should use a system view to deliver quality healthcare by taking into account quality, cost, and efficiency factors in a holistic manner. Design/methodology/approach – In this paper a survey questionnaire was used to gather data necessary to compute impact of deficient healthcare service. The questionnaire was administered to a sample of 400 people and the survey method used was intercept interview. Customer loss and potential customer loss due to deficient service were computed. Findings – In this paper, findings from the research indicated that, in the healthcare industry, for every 100 customers that experienced deficient service, about 70 customers would be unlikely to patronize the same organization again. In addition, for the same 100 customers who have experienced deficient service, about 75 of them will go on to tell on average nine family members and friends about their experiences. Through word of mouth from these 75 dissatisfied customers, there will eventually be about 465 persons who might have been potential customers but will probably not patronize the organization at all based on what the dissatisfied customers have told them. Practical implications – The ideas presented in this paper provide a new way of looking at service quality performance, through the impact of deficient service. With this knowledge, economic impacts of poor service quality could easily be quantified, and such economic‐based results are usually a better motivator for managers and workers to deploy quality improvement initiatives. Originality/value – The results and ideas presented in this paper are valuable for the healthcare industry. It provides an alternative approach to quantify service quality performance. The paper also proposes a system‐based approach to enhance service process performance.
Transferring best practices to healthcare: opportunities and challenges
Authors: Nat Natarajan R.
Published: January 2007

Purpose

The purpose of this paper is to analyze the opportunities and challenges in the healthcare sector for learning and transferring from other sectors the concepts, best practices, and tools for improving quality, safety, and productivity. Design/methodology/approach – In this paper, the various approaches for improving quality, safety, and productivity are considered. How these approaches are being used in healthcare are analyzed. The obstacles to their successful implementation in healthcare are discussed. Findings – The paper finds that there are many approaches, best practices, tools, and technologies for improving quality and safety – which have proved their worth in other industries – that are relevant for the healthcare sector. There are some characteristics of the healthcare industry that distinguish it from other industries. Although the managerial processes in the healthcare industry are similar to those of other industries, the prevalent norms, culture, practices, and the regulatory framework can promote or hinder efforts to improve performance. These characteristics influence the extent to which the best practices in other industries are relevant and transferable to the healthcare sector. Originality/value – In this paper, prospects for utilizing the opportunities are assessed. The paper identifies a number of obstacles to the transfer of best practices to the healthcare sector. Insights are provided into factors that are critical to addressing those obstacles. These are of value to the practitioners in healthcare and to the academics, who want to pursue further research on this topic.
Integrated approach to healthcare quality management: a case study
Authors: Dey Prasanta Kumar , Hariharan Seetharaman
Published: January 2007

Purpose

The purpose of the paper is to develop an integrated quality management model, which identifies problems, suggests solutions, develops a framework for implementation and helps evaluate performance of health care services dynamically.

Design/methodology/approach

This paper uses logical framework analysis (LFA), a matrix approach to project planning for managing quality. This has been applied to three acute healthcare services (Operating room utilization, Accident and emergency, and Intensive care) in order to demonstrate its effectiveness.

Findings

The paper finds that LFA is an effective method of quality management of hospital‐based healthcare services.

Research limitations/implications

This paper shows LFA application in three service processes in one hospital. However, ideally this is required to be tested in several hospitals and other services as well.

Practical implications

In the paper the proposed model can be practised in hospital‐based healthcare services for improving performance.

Originality/value

The paper shows that quality improvement in healthcare services is a complex and multi‐dimensional task. Although various quality management tools are routinely deployed for identifying quality issues in health care delivery and corrective measures are taken for superior performance, there is an absence of an integrated approach, which can identify and analyze issues, provide solutions to resolve those issues, develop a project management framework (planning, monitoring, and evaluating) to implement those solutions in order to improve process performance. This study introduces an integrated and uniform quality management tool. It integrates operations with organizational strategies.