Asian Journal on Quality

Ching‐Kun Lin; Hsien‐Ching Chen; Rong‐Kwei Li; Ching‐Piao Chen; Chih‐Hung Tsai

2009 Asian Journal on Quality

doi: 10.1108/15982680980000624

Face the process yield rate improvements of motherboard, although general enterprises finish deployment goal of each functions by overall quality managements, through quality improvement methods, industry engineering methods, plan‐do‐check‐act (PDCA) methods and other improvement solutions, but it is only can be improved partially and unable to enhance the yield rate of product to the target. It only can takes one step ahead to enhance the process yield rate of motherboard with six sigma (6 ॣ) overall DMAIC process and tactics. This research aimed to use six sigma quality improvement tactics by DMAIC systematic procedure and tactics, and find the key factors that effect to the process yield rate of surface mount technology. It also identified the keys input and process and output index to satisfy customer requirements and internal process index. The results showed that the major effective factors by fishbone and process failure modes and effects analysis (PFMEA). If the index of input and output that can be quantified, the optimum parameter can be found through design of experiment to ensure that the process is stable. If the factor of input and output that cannot be quantified, we found out the effective countermeasure by Mind_Mapping, make sure whole processes can be controlled stably, to reach the high product quality and enhance the customer satisfaction.

Hanjoo Yoo; Jong‐Woo Park; Gwangsuk Song

2009 Asian Journal on Quality

doi: 10.1108/15982680980000625

The purpose of this study is to analyze the efficiency of the service quality activity itself by using the DEA Model, in contrast to previous quality evaluation methods, as an attempt to evaluate the service quality activities of the distribution industry. Furthermore, by complementing the shortfalls of the weighted value of the DEA Model, it recommends a DEA/PS Model that is appropriate in the evaluation of service quality activities. Based on this model, the study proposes the SQAE Model, an evaluation tool to complement the traditional measuring method. According to the results of the analysis of 18 sample distribution businesses, there was a discrepancy by business in the results of the Traditional Scoring System and the Evaluation Measuring System. Therefore, it is most desirable to not only be active in service quality activities but also increase efficiency at the same time.

Bae Suk, Jong; Hwan Chung, Soong; Choi, Kanghwa; Park, Jiyoung

2009 Asian Journal on Quality

doi: 10.1108/15982680980000626

The purpose of TQM Total Quality Managementcentered organizational culture is to enhance the efficiency of business through the proper allocation and concentration of restricted resources. In order to maximize the corporate profitability through customer satisfaction, what kind of, when and how many resources should be allocated and managed to the preventive TQM activities and corrective TQM activities have become a very important decision making factors at the point of high management. This study aims to identify the causal relationships of qualitycentered organizational culture on service quality and customer satisfaction relating to service failure in food service industry. And this study is intended to discover the factors of qualitycentered organizational culture which impacts on service recovery justice after service failure happens, and it can be helpful for the top managers to make a decision to how to form corporate structural culture.

Kai‐Wen Zheng; Chih‐Hung Tsai; Rong-Kwei Li; Ching‐Piao Chen; Shih‐Chieh Tsai

2009 Asian Journal on Quality

doi: 10.1108/15982680980000627

As the flourish of today’s supply chain, the traditional model of replenishment will cause accumulation of excessive inventory to the retailers and customers, or cause shortages and inability to meet the demands. To solve this problem, Theory of Constraints (TOC) proposed the replenishment model of demand‐pull, combined with the establishment of factory‐warehouse to achieve performance improvement. In the absence of empirical research, this study applied the Bean Game developed by Dr. Goldratt to design a supply chain system for different scenarios, in order to allow players and managers better understanding and supporting the TOC replenishment method through the operations of the game.

Noor Hazilah Abd Manaf; Phang Siew Nooi

2009 Asian Journal on Quality

doi: 10.1108/15982680980000628

The main aim of the paper is to provide an empirical analysis on patient satisfaction as an indicator of service quality in Malaysian public hospitals. Self‐administered questionnaires were administered to patients by convenience sampling. Two sets of questionnaires were used, one for inpatient and another one set for outpatient. Selection of hospitals was made according to states in Peninsular Malaysia. 23 hospitals covering all state level hospitals, the National Referral Centre and selected district hospitals were chosen as respondent hospitals. Two dimensions of service quality emerged, namely clinical and physical dimension of service. Both outpatient and inpatient were found to be more satisfied with clinical dimension of service than physical dimension. For outpatient satisfaction, there was positive correlation between waiting time and patient satisfaction. Patient satisfaction was also found to be higher in the smaller district hospitals than in the larger state hospitals. For clinical dimension of service, patients were satisfied with the services of doctors and nurses, while for physical dimension of service, patients were satisfied with the cleanliness of the facilities. The ability of the research to be conducted by random sampling was inhibited by the reluctance of patients to cooperate, which led to the use of convenience sampling. Studies have also shown that patients are reluctant to express their feelings on services provided by their caregivers. The study provides primary data for a nationwide study on patient satisfaction in Malaysian public hospitals, for both inpatient and outpatient.

Pang‐Lo Liu; Chih‐Hung Tsai

2009 Asian Journal on Quality

doi: 10.1108/15982680980000629

This study aims to probe into the influence of new product design and new product development process management on development performance. The research finding demonstrates that product design reveals positive and significant influence on new product development performance. Through statistical analysis, this study finds that companies in Taiwan value new product design. When companies value it more, they tend to have better new product development performance. With regard to the relation between new product development process management and new product development performance, the empirical results demonstrate that companies would pay more attention on new product development process management. With regard to new product idea and assessment, concept design and development, product function test and mass production in the market, through statistical analysis, this study finds that companies that value process management of new product development tend to have better new product development performance. As to the influence of new product design and new product process management on new product development performance, statistical analysis result demonstrates that the integration between new product design valued by companies in Taiwan and development process management would lead to significantly positive influence on new product development performance of the companies.

Park Jeong Soo

2009 Asian Journal on Quality

doi: 10.1108/15982680980000630

Our goal of this study is to confirm whether manufacturing companies’ practicing JIT production system have positive effect on production performances and to confirm that manufacturing companies’ practicing SPC shows positive moderate effect on the relation between practicing JIT and their production performances. Based on empirical study to manufacturing companies nationwide, we can conclude that taking JIT practices of sample companies has positive effect on production performances and, moreover, practicing SPC has positive moderate effect on the relation between JIT practices and production performances. These conclusion represents managerial implication that concurrent practicing JIT and SPC could generate more improved production performances.

Ruey‐Shin Chen; Louis R. Chao; Ching‐Piao Chen; Chih‐Hung Tsai

2009 Asian Journal on Quality

doi: 10.1108/15982680980000631

Video transmission effectiveness in the Ad Hoc network is becoming important recently, if different routing protocols are applied. Some researchers conclude that the reactive protocols are better for file transfer protocol (FTP) and constant bit rate (CBR) or hypertext transfer protocol (HTTP) transmission in an Ad Hoc wireless network but the performance report of video transmission is not much. This study adopts Qualnet (Network Simulator) as a simulation tool for environmental designing and performance testing, and employs an experimental design with eight groups. Our experiment shows that: (1) The performance of AODV (reactive) protocol is better than DSDV, ZRP and DSR when the transmission load has only one video stream; (2) Proactive (DSDV) and Hybrid protocols (ZRP) are better for a smaller Ad Hoc network when it transmits a video stream with some applications (VoIP, FTP and CBR). We conclude that packet loss rate is sensitive to the quality of video transmission and it has negative relationship with Peak Signal‐to‐Noise Ratio (PSNR) value. In addition, our experiment also shows that PSNR is a simple Metric for the performance evaluation of video transmission.