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Purpose – Lean and Six Sigma observers, researchers and managers are awaiting the next step, which many feel could take the form of a combination of the two concepts, known as Lean Six Sigma. The purpose of this paper is to explore an application of Lean Six Sigma in practical improvement work,...
Purpose – The purpose of this paper is to discuss and reflect upon some of the major (quality) issues concerning supply chain management (SCM) for Chinese companies. Design/methodology/approach – The authors draw upon the literature, especially the theoretical perspectives of service orientation...
Purpose – To a customer, higher quality is synonymous to higher expected life. Therefore, the purpose of this paper is to determine the existing life of the competing brands in a product field and suggest an improvement plan, under cost constraints, so that all the brands can be placed on a...
Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry. Design/methodology/approach –...
Purpose – This paper aims to identify important challenges to sustaining business excellence amongst award‐winning companies in Australia. Design/methodology/approach – Companies which had won Australian Business Excellence Awards were chosen as cases for this research since they had used the...
Purpose – The purpose of this paper is to propose a new measure for criticality analysis of different components of a production plant, called cost‐effective importance measure (CEIM) that considers the component's performance, system structure and economic aspects. Design/methodology/approach –...
Purpose – The aim of this paper is to explore the implementation issues of the Business Excellence Model and the process of self‐assessment, from both management and employee perspectives, in a large government organisation in the United Arab Emirates (UAE), where the large Government...
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