The TQM Journal

Salentijn, Willem; Antony, Jiju; Douglas, Jacqueline

2021 The TQM Journal

doi: 10.1108/tqm-11-2020-0271

COVID-19 has changed life as we know. Data are scarce and necessary for making decisions on fighting COVID-19. The purpose of this paper is to apply Six Sigma techniques on the current COVID-19 pandemic to distinguish between special cause and common cause variation. In the DMAIC structure, different approaches applied in three countries are compared.Design/methodology/approachFor three countries the mortality is compared to the population to distinguish between special cause variation and common cause variation. This variation and the patterns in it are assessed to the countries' different approaches to COVID-19.FindingsIn the DMAIC problem-solving approach, patterns in the data are distinguished. The special cause variation is assessed to the special causes and approaches. The moment on which measures were taken has been essential, as well as policies on testing and distancing.Research limitations/implicationsCross-national data comparisons are a challenge as countries have different moments on which they register data on their population. Furthermore, different intervals are taken, varying from registering weekly to registering yearly. For the research, three countries with similar data registration and different approaches in fighting COVID-19 were taken.Originality/valueThis is the first study with Master Black Belts from different countries on the application of Six Sigma techniques and the DMAIC from the viewpoint of special cause variation on COVID-19.

McDermott, Olivia; Antony, Jiju; Douglas, Jacqueline

2021 The TQM Journal

doi: 10.1108/tqm-01-2021-0016

This paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence methodologies in the era of COVID-19.”Design/methodology/approachA qualitative interview approach was utilized by interviewing a panel of leading academics and practitioners who are familiar with operation excellence methodologies.FindingsOperational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.Research limitations/implicationsOne limitation of this research was that most of the interviewees who participated in this study came from Europe, North America, South America and Asia, representing four continents. It would have been better to have different views from other continents such as Australia and Africa. Also, the interviews were short and at a high level. There is an opportunity for further study and analysis.Practical implicationsOperational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.Originality/valueThe paper provides an excellent resource for those people to get an insight into the value of the application of operations excellence methodologies in pandemic situations to aid healthcare process improvement and aid public and patient safety.

Gijo, E.V.; Bhat, Shreeranga; Antony, Jiju; Park, Sung H.

2021 The TQM Journal

doi: 10.1108/tqm-01-2021-0014

This article aims to provide Design for Six Sigma (DFSS) practitioners, researchers and academicians with Ten Commandments to successfully deploy projects.Design/methodology/approachThe commandments are the brainchild of four authors' experience and expertise for more than 15 years of DFSS deployment in the spectrum of fields as a consultant, researcher, academic and Master Black Belt in Six Sigma and general quality management and engineering disciplines. Thus ascertained commandments were validated and classified through the “Delphi Study” to ensure its applicability.FindingsThe Ten Commandments from authors' perspective include: alignment of DFSS with organisational strategy; top management support and involvement; listening to the voice of the customers (VOC); effective training programme for right project teams; project selection and prioritisation; linking DFSS with ISO international standards; linking DFSS with organisational learning and innovation; linking DFSS with the 4th Industrial Revolution; effective use of DFSS methodology and the integrated tools within the methodology and reward and recognition schemes.Research limitations/implicationsThe commandments presented in this article are the authors' personal experience in different industrial scenarios and settings and demographical locations. The authors are planning to conduct a longitudinal survey to understand further insights of these commandments with the input of several DFSS Black Belts and Master Black Belts, academicians and leading researchers from various countries.Originality/valueAll the organisation's stakeholders can use this article as general guidelines to ensure effective deployment of the DFSS approach.

Pradhan, Sudeep Kumar; Reosekar, Ravi Shrikrishna; Routroy, Srikanta

2021 The TQM Journal

doi: 10.1108/tqm-06-2020-0141

The purpose of this paper is to identify, analyze and orient the enablers of Six Sigma to enhance supplier capability for an Indian manufacturing supply chain (SC).Design/methodology/approachIn total, nine enablers of Six Sigma were identified through an extensive literature review and discussion held with managers/senior managers in different Indian manufacturing companies. The interpretative structural modeling (ISM) approach is applied to the Indian auto ancillary company for developing and analyzing the structural framework of enablers to enhance the supplier capability.FindingsThe enablers such as top management commitment and leadership, supply chain management, standardization, training and education, human resource management and project selection and execution methodology of Six Sigma related to supplier capability have emerged as the prominent enablers, which are driving force in the system for the Indian manufacturing SC.Research limitations/implicationsThis study is restricted to only one Indian manufacturing company. Therefore, the outcomes of the study should not be generalized. Further studies may be carried out for several Indian manufacturing industries to get a more comprehensive implementation approach, their validity and their variation across the different industries.Practical implicationsThe simplicity and clarity of the proposed structural framework of Six Sigma helps in the identification and orientation of enablers for the successful implementation of Six Sigma in the SC. The proposed structural framework can be applied to different manufacturing SCs by allowing managers to structure the enablers considering their unique implementation constraints, which can reflect their priority considerations.Originality/valueThe study goes beyond the conceptual discussion of supplier capability issues. The supplier capability cannot be seen as a standalone approach irrespective of the constraints from the supplier domain as it is in synchronization with the entire SC performance. The enablers and their orientation with respect to the SC are providing a unique contribution toward supplier management planning. The outcomes from the proposed structural framework are used for developing action plans for organization “A” or other organizations to build suitable supplier capability in the SC.

Gandhi, Jaivesh; Thanki, Shashank; Thakkar, Jitesh J.

2021 The TQM Journal

doi: 10.1108/tqm-12-2020-0289

The Indian manufacturing sector currently contributes 16–17% to gross domestic product (GDP) and gives employment to around 12% (2014) of the country's workforce. Among the various initiatives planned under Atma Nirbhar Bharat and “Make in India”, the Indian government aims to increase the share of the manufacturing sector to country's GDP to 25% by 2025. To ensure sustainable growth of the Indian manufacturing industries in global market, successful and implementation of strategies such as lean manufacturing, green manufacturing along with six sigma are crucial. This research aims at identification and analysis of barriers to successful implementation of integrated Lean Green Six Sigma (LG&SS) strategies.Design/methodology/approachBased on an evaluative literature review and expert's opinion, this research identifies 18 barriers to lean, green and six sigma implementation in the manufacturing industry in India. The inter-relationships among the barriers is identified using an integrated approach of ISM (interpretive structural modelling) and Fuzzy Matrice d’Impacts Croisés Multiplication Appliquée á un Classement (MICMAC).FindingsISM helps to derive key managerial insights and implementation plan based on the identified inter-relationships among the barriers. Fuzzy MICMAC analysis classifies the barriers into four categories, namely, autonomous, driver, dependent and linkage to understand their relative impact on the implementation of LG&SS practices in the Indian manufacturing industry. “Lack of cooperation and mutual trust between management and employees”, “The scarcity of time and work pressure”, “lack of continuous improvement work culture” and “lack of cooperation from suppliers” that forms the top most level of the model. “Weak legislation” is a highly significant barrier to LG&SS implementation in the Indian manufacturing industries.Practical implicationsIt is expected that the findings of this research will help the Indian manufacturing industry to derive a sustainable competitive advantage through an effective implementation of LG&SS practices.Originality/valueThis study can be seen as the first attempt in investigating barriers to successful implementation of lean, green and six sigma strategies in the Indian manufacturing industries using ISM and fuzzy MICMAC analysis.

Khalfallah, Meriem; Lakhal, Lassaad

2021 The TQM Journal

doi: 10.1108/tqm-12-2020-0306

This empirical study aims to explore the relationship between Total quality management (TQM), Total productive/preventive maintenance (TPM) and Just-in time (JIT). It also seeks to examine the relationship between Just-in time (JIT) and agile manufacturing.Design/methodology/approachData for the study were collected from a survey of 205 industrial companies and the relationships proposed in the framework were tested using structural equation modeling.FindingsThe results indicate that (1) TPM has a positive impact on TQM and JIT, (2) TQM has a positive effect on JIT and (3) JIT has a direct positive relationship with agile manufacturing. In addition, the results reveal an indirect effect of TPM and TQM on agile manufacturing through JIT.Research limitations/implicationsThe conceptual model proposed and tested in this study can be used by researchers for developing Lean manufacturing practices (TQM, TPM and JIT) and agile manufacturing theory. In addition, this model shows to practitioners the importance of integrating TQM, TPM and JIT in manufacturing firms. In other words, this study shows practitioners how firms can support their agile manufacturing system.Originality/valueThis research presents an innovative approach since it examines simultaneously the interdependencies between TQM, TPM and JIT and their direct and indirect link with agile manufacturing using structural equation modeling.

Singh, Gurmeet; Slack, Neale; Sharma, Shavneet; Mudaliar, Karishma; Narayan, Suman; Kaur, Rajini; Sharma, Keshmi Upashna

2021 The TQM Journal

doi: 10.1108/tqm-07-2020-0163

This study aims to simultaneously examine the interrelated influence of antecedents involved in developing fast-food restaurant customer loyalty. A conceptual model which incorporates service quality attributes, price fairness, customer satisfaction, brand image and trust and the resultant effect on customer loyalty is proposed to better understand how fast-food restaurant customer loyalty can be optimized.Design/methodology/approachA quantitative research methodology adopting structural equation modelling was used to understand the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty.FindingsThe findings indicate that service quality attributes (food quality and employee service quality) and price fairness significantly influence customer satisfaction and brand image, while physical environment quality has no significant influence. Additionally, customer satisfaction was found to influence brand trust and customer loyalty, while the brand image does not influence customer satisfaction but does influence brand trust and customer loyalty.Practical implicationsUnderstanding the interrelatedness and influence of antecedents involved in developing fast-food restaurant customer loyalty would enable academics and practitioners to formulate honed marketing and operational strategies to optimize customer loyalty and fast-food restaurant profitability.Originality/valueThis research addresses the paucity of research and marketing gaps regarding the interrelatedness and influence of antecedents involved in optimizing fast-food restaurant customer loyalty in Small Island Developing States (SIDS).

Antony, Jiju; McDermott, Olivia; Sony, Michael; Fernandes, Marcelo Machado; Ribeiro, Renan Vilella Cardoso

2021 The TQM Journal

doi: 10.1108/tqm-01-2021-0004

The main purpose of this study is to revisit Dr. Ishikawa's statement: “95% of problems in processes can be accomplished using the seven quality control (QC) tools” from his book “What is Quality Control?”. The authors are interested in critically investigating if this statement is still valid nowadays. It involves the analysis of the usage of the seven QC tools in the manufacturing and service sectors and the benefits, challenges and critical success factors (CSFs) for the application of the seven QC tools.Design/methodology/approachIn order to evaluate Kaoru Ishikawa's statement and how valid his statement is for manufacturing and service industries nowadays, an online survey instrument was developed, and data collection was performed utilising a stratified random sampling strategy. The main strata/clusters were formed by senior quality professionals working in operational excellence, quality consultants, quality directors, quality engineers, quality managers and quality supervisors working in both manufacturing and service sectors from South American companies. A total of 97 participants from different countries in South America responded to the survey.FindingsThe main finding of this study is that only about 20% of respondents felt that the original seven basic tools of QC can solve above 80% of quality related problems in their businesses. This is quite different from the findings reported by Dr Ishikawa in his work in between 1970 and 1980s. Another relevant finding presented in this paper is that Pareto analysis, histograms and cause and effect analysis are the most used tools in both manufacturing and service sectors. This paper also revealed that the seven QC tools proposed by Dr. Ishikawa were least used by human resources (HR), information technology (IT) and finance functions. This work presents a list of critical success factors required for the proper application of the seven QC tools.Research limitations/implicationsAll data collected in the pilot survey came from professionals working for South American companies. So, this paper does present limitations in terms of generalisation of the results. Also, data were collected at an individual level, so parameters such as the inter reliability of judgements on a particular survey item could not be evaluated. It is important to highlight that n = 97 is a low sample size, enough for a preliminary survey but reinforcing the limitation in terms of generalisation of the results.Originality/valueAuthors understand that this is the very first research focused on challenging Dr. Ishikawa's statement: “95% of problems in processes can be accomplished using the seven quality control (QC) tools” from his book “What is Quality Control?”. The results of this study represent an important first step towards a full understanding of the applicability of these tools in manufacturing and service industries in a global scale.

Abdel Fattah, Fadi Abdel Muniem; Dahleez, Khalid Abed; Darwazeh, Riyad Neman; Al Alawi, Abrar Mohammed Mubarak

2021 The TQM Journal

doi: 10.1108/tqm-09-2020-0219

This study aims to examine the influence of service quality (SQ) on customer loyalty (CL) and the mediating role of customer satisfaction (CS) and customer perceived value (CPV) in health insurance products in Malaysia.Design/methodology/approachData were conveniently collected through a self-administered questionnaire from subscribers to health insurance products and services in Malaysia. A total of 456 available questionnaires were used in the analysis. Partial least square (PLS) structural equation modelling (V3.3) was used to obtain the study results.FindingsA positive relationship is observed amongst the studied variables. In addition, CPV partially mediates the proposed relationship and also indirectly mediates the relationship between SQ and CS. Lastly, CS partially mediates the proposed relationship. Hence, all proposed direct and indirect relationships are significant and positive.Research limitations/implicationsThis research increases the authors’ understanding of the role of CS, SQ and CPV on CL in the health insurance industry in a developing country. The study also shows that insurance companies must establish positive relationships between insurers and customers by providing excellent SQ to maintain CS and loyalty.Practical implicationsThis research will help managers and guide the policymakers to establish a national health financing scheme. Furthermore, these results will guide industry players on how to maintain existing and targeting customers.Social implicationsThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers. However, to date, research in this sector under the Malaysian context is not adequate to consider SQ, perceived values and CL factors.Originality/valueThis study has attempted to provide a comprehensive understanding of CL in the Malaysian health insurance industry. Considering the limited research in the Malaysian health insurance context, this study can provide theoretical contribution and a managerial basis for future studies, including implications for the managers.

Barre, Vincent; Ramos, David Orlando; Medovich, Charles; Lovera, Gabriela; Hoch, Matthew

2021 The TQM Journal

doi: 10.1108/tqm-12-2020-0309

The paper provides insight on the customer experience through product performance (CxPP) initiative; which was developed by Johnson & Johnson Vision to monitor and conduct product performance improvements to enhance the customer experience effort and protect sales. The piece explains the basic tenets for CxPP execution and upkeep. It also explains the methods used to create, evaluate and monitor the CxPP initiative while illustrating the ways in which the initiative functions and adds value to any firm implementing it.Design/methodology/approachThe paper utilizes a descriptive approach to explain the basic tenants of the CxPP initiative. The paper utilizes the define, measure, analyze, improve and control (DMAIC) framework to explain the tenets of the CxPP initiative. Each section of the paper utilizes descriptions of internal processes and research to further explain and justify implementation of the CxPP imitative across firms. Moreover, the piece explains the methods used to create, evaluate and monitor the CxPP initiative while illustrating the ways in which the initiative functions and adds value to the firm.FindingsAccording to JJV Quality Assurance experts, the CxPP initiative is a long-term approach that supports synergy across departments to enhance product quality, improve customer satisfaction and protect sales. By implementing the CxPP approach, JJV was able to uncover and solve four distinct defect categories that affect product quality and customer experience, thus demonstrating the importance and benefits of the CxPP initiative for any organization.Research limitations/implicationsDue to the chosen research approach, the study lacks specificity. As a result, it is recommended that future implementation of the proposed initiative opts for more testable propositions.Practical implicationsDue to competitive considerations, note that no empirical data will be shared in the findings. The scaling of the principles of this approach should be universal. But the execution; types of projects, type of customer need and feedback should be specific to each environment.Originality/valueThis paper fulfills an identified need to study the relationship between product quality, customer satisfaction and sales.