International Journal of Quality & Reliability Management: Volume 26 Issue 6

Customer‐orientated Six Sigma in call centre performance measurement

Rodney McAdam, John Davies, Bill Keogh, Anthony Finnegan

The aim of this paper is to explore the role of Six Sigma performance measurement at both strategic and operational levels within call centres where the definition of Six Sigma is…

Continuous improvement: role of organisational learning mechanisms

Judy Oliver

The purpose of this study is to explore the use of the performance measurement system as an organizational learning mechanism to support continuous improvement.

The effect of gauge measurement capability on MCp and its statistical properties

Davood Shishebori, Ali Zeinal Hamadani

The aim of this paper is to consider the effect of gauge measurement capability on the multivariate process capability index (MC_p).

Multi‐response robust screening in quality construction blue‐printing

George J. Besseris

The aim of this paper is to circumvent the multi‐distribution effects and small sample constraints that may arise in unreplicated‐saturated fractional factorial designs during…

Effect of individual components on system's reliability: A case of web‐based US Federal Highway Administration project recommendation and approval software

Mark R. Chandler, M. Affan Badar

The purpose of this study is to examine the effect of individual components' reliability on a system's reliability. The system refers to the Financial Management Information…

Applying DEA to enhance assessment capability of FMEA

Dong‐Shang Chang, Kuo‐Lung Paul Sun

The purpose of this study is to propose a state‐of‐the‐art new approach to enhance FMEA assessment capabilities.