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Describes a field experiment conducted in a US automotive parts manufacturing plant to explore the impact of team goal setting, feedback and problem‐solving activities on product defect rates. Two manufacturing cells were randomly selected, with one cell serving as the treatment group and the...
The use of Statistical Process Control (SPC) techniques for monitoring manufacturing processes in mass production is relatively easy. In small‐batch manufacture, however, such techniques can be difficult to implement due to lack of sufficient data to establish control decisions for control...
Describes an investigation, in different types of services, of relationships between customers’ perception of service quality, and the importance which customers attach to elements of the service package. The scale for measuring service quality, SERVQUAL, which was discussed in Part 2 of this...
Several different operational definitions of quality are commonly used in industry. The existence of these different definitions can cause confusion unless their relationships to each other are understood. Offers an explanation of the relationships between those definitions which are based on...
Research was undertaken on the effects of quality improvement activities on business performance. The investigation began by developing a classification system to ensure all business performance benefits (tangible and intangible) were included for analysis. Questionnaires and structured...
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