Asian Journal on Quality

Rajesh Kr Singh

2011 Asian Journal on Quality

doi: 10.1108/15982681111140516

Purpose – After globalization of markets, product quality and satisfaction of customers have become essential for sustainable growth of small to medium‐sized enterprises (SMEs). The purpose of this paper is to identify and develop the structural relationship among different factors for success of total quality management (TQM) in SMEs. Design/methodology/approach – In this research a total of 11 factors have been identified for successful implementation of TQM. Interpretive structural modelling (ISM) approach has been applied to develop a structural relationship among these factors. Findings – Top management commitment, employees' training and empowerment, supplier development and coordination between departments are found to be the major driving factors for implementing TQM, whereas process management, product/service design, product quality and customer satisfaction are observed as dependent variables. Originality/value – The paper demonstrates that management of SMEs needs to address driving variables more carefully for successful implementation of TQM.

Tapas Sarkar; Asit Kr. Batabyal

2011 Asian Journal on Quality

doi: 10.1108/15982681111140525

Purpose – The paper aims to develop an evaluation model of the customer satisfaction index (CSI) in an R&D organization. A conceptual framework on customer satisfaction with a probabilistic approach has been attempted based on customer requirements and expectations in compliance with the clauses of ISO 9001:2008. Design/methodology/approach – A survey through a well‐designed customer feedback data sheet has been used as an effective tool for the measurement of CSI. The questionnaire was framed on the basis of the requirements of a quality management system with advice to the customer for allotting grade points on a given scale to the quality parameters. The research model has been analyzed based on a fault‐tree approach and the probability of failure of each quality parameter has been assigned on the basis of grade point average. Data analysis for the estimation of the probability of failure at a customer satisfaction level (CSL) was carried out based on the probability of failure of each quality element graded by the customers. The data were also tested through statistical inference of whether customer‐to‐customer satisfaction level differs or not. Findings – As a result of case study analysis, 88 percent of customers are fully satisfied. This gives significant information to the management process as well as providing a guiding tool for future improvements. The analysis was carried out based on a framed questionnaire graded by the customer and the result reveals that there is no significant difference between customer satisfaction levels. Research limitations/implications – This model can be used by any organization, irrespective of the number of customers participating, as well as the number of quality parameters being assigned in the customer feedback analysis. Originality/value – A literature review found that there are various approaches for evaluating a CSI. The paper describes how a newly‐applied conceptual model based on the failure of CSL in the form of a fault‐tree approach was designed and how the probability of failure of each element/parameters was assigned on the basis of a grade point average to evaluate the CSI, as well as the variation in satisfaction levels between customers being analyzed.

Maroof A. Khan; H.M. Islam

2011 Asian Journal on Quality

doi: 10.1108/15982681111160910

Purpose – The purpose of this paper is to analyze the Bayes acceptance plan of the parallel system for pre‐specified consumer's and producer's specifications regarding the system availability. Design/methodology/approach – This study considers Bayesian technique to examine the acceptance plan for steady state availability of a parallel system for half‐normal failure as well as repair time. Findings – If there is variation(s) in mean availability of the test plan, then according to their admissible risks producer and consumer may choose a suitable plan. Originality/value – The methodology proposed in the paper represents Bayes acceptance plan for testing the lots of the parallel system model when failure and repair time follows half‐normal distribution.

Gita Gayatri; Margee Hume; Gillian Sullivan Mort

2011 Asian Journal on Quality

doi: 10.1108/15982681111140534

Purpose – The purpose of this paper is to explore service quality (SQ) from the perspective of the Muslim consumer. There is growing evidence that culture influences buying habits and behaviours of consumers in services. However, most cross‐cultural consumer research in Asia has focused on the dimension of Chinese‐Confucian beliefs providing an opportunity to investigate other religious‐cultural aspects in Asia and consumption. Design/methodology/approach – This research explores the key attributes/factors of quality of services according to Muslim customers using the verbal protocol method followed by in‐depth probing interviews of 35 respondents. In depth, the interviews were conducted in Indonesia with a sample of Javanese‐Muslim customers of the airline, retail, hotel, and restaurant industries. Theoretical saturation was achieved with thick rich scripts obtained from respondents. Findings – Preliminary analysis suggests some distinct outcomes positioning culture and religion as important constructs for consideration in SQ research. Practical implications – The research provides important insights for service providers who target the Muslim consumer. Originality/value – The paper is the first to examine SQ dimensions specific to Muslim consumers. It advances the SQ conceptualisations and SQ theory and offers attributes for consideration in future measurement.

Amjad D. Al‐Nasser; Abdel Rahim Y. Al‐Atrash

2011 Asian Journal on Quality

doi: 10.1108/15982681111140543

Purpose – The purpose of this paper is to provide a robust statistical procedure for evaluating and measuring the relative efficiency of multiple decision‐making units. This robust approach is based on the generalized maximum entropy principle. Design/methodology/approach – Information‐theoretic estimation approach is employed in this paper and a comparison is made with the classical relative efficiency (CCR) by using a non‐parametric bootstrap simulation. A real data application on the research performance of faculty members at Yarmouk University is presented. Findings – Results indicate that the relative efficiency based on the generalized maximum entropy estimation approach is more accurate, costs less and is more efficient than the CCR relative efficiency. Research limitations/implications – Owing to use of Shannon's entropy formulation, it is still critical whether the results also hold with cross entropy or a higher order entropy formulation for modeling additive, multiplicative or partial relative efficiency. Originality/value – A super data envelopment analysis has been introduced for finding superior decision‐making units (DMU) by solving only one nonlinear programming system, which could be considered as a flexible tool for modeling multiple input‐output DMU.

Jianjun Wang; Yizhong Ma; Guojin Su

2011 Asian Journal on Quality

doi: 10.1108/15982681111140552

Purpose – The purpose of this paper is to propose a new method of robust parameter design for dynamic multi‐response system. The objectives are to resolve the correlations among multiple responses and the uncertainty of system with incomplete information. Design/methodology/approach – First, desirability function is used to measure dynamic system sensitivity and system variation, and principal component analyses on the two indices are conducted. Second, the grey relational grade (GRD) between principal component sequences of the two indices and their respective ideal sequences, gained by grey relational analysis, is converted to an integrated GRD (IGRD) index by means of TOPSIS method, and then the optimal level combination of controllable factors is identified based on the IGRD index. Findings – It was found that the optimal factor level combination obtained by the proposed method is nearest the ideal solution and farthest from the negative ideal solution. The validity and superiority of the proposed method are confirmed through two illustrative examples. Research limitations/implications – It should be noted that the proposed method fails to consider the interaction effects between controllable factors and noise factors. Originality/value – The method proposed in the paper effectively integrates several common methods to optimize a dynamic multiple responses system based on Taguchi's robust parameter design. These methods do not involve complicated mathematical theory, and are therefore easy for practitioners to use in engineering practice.

Mahdi Salehi; Nazanin Bashiri Manesh

2011 Asian Journal on Quality

doi: 10.1108/15982681111140561

Purpose – The purpose of this paper is to investigate whether income smoothing does indeed improve the informativeness of stock prices about firms' future earnings and cash flows. Also an approach to studying the effects of income smoothing is presented. Design/methodology/approach – This study uses data from 1992‐2006 and runs regressions on each of the 560 industry‐year cross‐sections. The data compiled from the financial statements of firms were collected for each year available from the Tehran Stock Exchange database. Income smoothing is defined as the management of accruals to reduce time‐series variation in income, and uses a cross‐sectional version of the Jones model, modified by Kothari, Leone and Wasley. Smoothing is measured as the variation of net income relative to the variation in CFO, or the correlation between changes in accruals and changes in CFO. Informativeness is measured as the coefficient on future earnings (cash flows) in a regression of current stock return against current and future earnings (cash flows and accruals). Findings – The findings suggest that income smoothing enhances the information content of the effect of stock price on future earnings, thus improving the ability of market participants to make informed decisions about the allocation of capital resources. Originality/value – Although previous research on the subject of income smoothing in an emerging market has been documented, its effect on stock prices efficiency is largely unknown. Thus, this paper presents an approach to studying the effects of income smoothing and the knowledge that the ability to manage earnings could improve stock prices efficiency could be useful for academics and policymakers in this market.

Meena Chavan

2011 Asian Journal on Quality

doi: 10.1108/15982681111140570

Purpose – The purpose of this paper is to examine an operational process through the use of a clinical practice improvement method to implement clinical pathways in the Amber Hospital's (name changed for privacy reasons) cardiology unit. This quality framework has been adopted as a means of preventing adverse events, to ensure quality of care is provided to all patients. Design/methodology/approach – A quality assurance case study approach was adopted along with the clinical practice improvement method – a framework that allows continuous quality improvement to be applied in a practical way to clinical processes, in order to improve delivery of care. The clinical practice improvement method is broken into five cycles: project, diagnostic phase, intervention, impact, and sustaining improvement. The paper explains these cycles, demonstrating how each was achieved. Findings – The clinical practice improvement method at Amber Hospital was found to provide superior performance in the clinical pathway allocation process and improved patient care. Having an appropriate and effective action plan involving clinical pathways helps to prevent service hindrances that may have adverse impact on hospital management processes leading to adverse events. The Amber Hospital case study has not only identified the physical constraints but also the constraints in relation to organization policies and operation procedures. Research limitations/implications – The paper highlights the need for organizations to have a “no blame” culture, which acknowledged that errors do and will occur. However, it is also recognized that it is important to have reliable data collection on these errors, in order to reduce the frequency and severity of adverse events. Lack of available data was a severe limitation. Practical implications – The practical aim of this project was to improve recommended drug treatment in patients with Acute Coronary Syndrome through the implementation of clinical pathways. The author also wanted to measure the utilization rate of these pathways. While there were four pathways implemented, the majority of patients were allocated to pathway 1B. Hence, data were collected on those specific patients. Originality/value – Quality operational framework, using a clinical practice improvement method, demonstrated how clinical pathways for Acute Coronary Syndrome were implemented successfully at the Amber Hospital. The report provides evidence that through conducting a CPI project, quality improvements were made in recommended drug treatment for patients diagnosed with Acute Coronary Syndrome, and to correct pathway allocation.

Soo Wook Kim

2011 Asian Journal on Quality

doi: 10.1108/15982681111140589

Purpose – The purpose of this paper is to investigate how a regulation has influenced board structures, board processes, and board decision making and specifically, to explore the structural differences of a board before and after enforcing a regulation. This paper also investigates the change in operational processes of a board and determines which factors can influence the board's decision making. Design/methodology/approach – To expand the scope of board studies, this study used the board minutes which were recorded in a stenographic form. Data from the board minutes provide the following information: date, director name, attendance rate, agenda, and spoken details by outside directors, etc. The minutes are taken from 24 public institutions in Korea. Findings – The study on governance structure and processes has demonstrated the following outcomes. First, the number of directors has increased since enforcing the regulation. Second, the percentage of outside directors has increased. Third, the number of board meetings has increased. Fourth, the attendance rate in the board meetings showed a constant rate. Fifth, the number of agenda items in both reports and decisions has increased. Sixth, the SPCA unit of outside directors appeared different according to their job. Seventh, the number of decisions with amendments has increased. Eighth, there are several factors that influence board decisions. Originality/value – The paper contributes to a better understanding of boards' decisions.

Harjeev K. Khanna; D.D. Sharma; S.C. Laroiya

2011 Asian Journal on Quality

doi: 10.1108/15982681111140598

Purpose – The purpose of this paper is to review critical success factors (CSFs) of total quality management (TQM), and to rank these in the Indian manufacturing industry. Design/methodology/approach – To rank the CSFs, Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) was used. The data were collected using questionnaires as the research instrument. Findings – Process management, top management leadership and customer focus are the top three factors for implementation of TQM in the manufacturing industry in India. Quality citizenship is a relatively low‐ranked factor. Practical limitations/implications – The findings will be useful in successful implementation of TQM in developing countries like India. Further research may be carried out into the CSFs in different national contexts. Originality/value – The paper is the first to make use of TOPSIS approach to rank the CSFs of TQM.