International Journal of Quality & Reliability Management: Volume 16 Issue 1

Institutionalizing reliability and maintainability ‐ a success story

Dan C. Burrows, Jack A. Petry, Scott A. Fratianne

Describes the success story of how Gilman, a division of Giddings & Lewis, Inc., with the help of Blackhawk Technical College, institutionalized reliability and maintainability…

Relationships for quality improvement in the Hong Kong‐China supply chain

Alfred Wong, Dean Tjosvold, Winnie Y.L. Wong, C.K. Liu

Manufacturers recognize that trusting, long‐term relationships with suppliers can contribute to improving the quality of their products. However, developing these relationships…

Value engineering for managing the design process

W‐H. Fang, J.H. Rogerson

A number of techniques have been investigated (labelling and grouping, categorisation and importance level) to establish usable metrics for the quality management of the design…

Design of experiments to study and optimize process performance

R. Konda, K.P. Rajurkar, R.R. Bishu, A. Guha, M. Parson

Design of experiments is one of the many problem‐solving quality tools that can be used for various investigations such as finding the significant factors in a process, the effect…

Operationalizing productivity improvement programs through total quality management

Joyce M. Hoffman, Satish Mehra

The intent of this empirical research is to identify the critical factors that are potentially “fatal” to productivity improvement programs and to analyze these factors relative…

Rating scales and prioritization in QFD

Fiorenzo Franceschini, Alessandro Rupil

Presents some remarks about the use of rating scales in quality function deployment (QFD). Data collection and their correct interpretation are fundamental for the proper…

Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, 2nd ed.

Janice Kim Winch