Table of contents
Service quality at the London 2012 games – a paralympics athletes survey
David Bamford, Benjamin DeheThe purpose of this paper is to report on aspects of service quality at the London 2012 Paralympic Games, from a rather unusual perspective, the athletes. To date there has been…
Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA: The case of four star hotels
Reza Dabestani, Arash Shahin, Mohammad Saljoughian, Hadi ShirouyehzadThe purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups…
QFD 3D: a new C-shaped matrix diagram quality approach
Enrico Vezzetti, Federica Marcolin, Andrea Luigi GuerraQuality function deployment (QFD) is a worldwide-known, design for quality approach, which gathers several design quality methods. Among them, the House of Quality (HoQ…
Deploying business excellence – success factors for high performance
Matthew Tickle, Robin Mann, Dotun AdebanjoThe purpose of this paper is to improve the understanding of how organisations successfully deploy business excellence (BE) by comparing the tools and strategies implemented by…
The development of a work environment framework for ISO 9000 standard success
Paul David Denton, Musbah Kharis MaatgiThe purpose of this paper is to present exploratory research with respect to the development of a novel classification and framework capable of evaluating the influence and…
Implementation of quality initiatives in Indian public and private sector organizations: A comparative analysis
Archana KrishnanThe purpose of this paper is to analyse and compare the implementation of quality initiatives in banking, insurance and tele-communication industry under public and private…
Exploring a holistic perspective on production system improvement
Lina Stålberg, Anders FundinThe purpose of this paper is to examine how holistic improvement work can be organized and what challenges can be observed in the process of adopting a holistic perspective on…
A nonparametric approach for optimal reliability allocation in health services
Çağlar Sezgin AksezerReliability evaluation of healthcare services has been a challenging task for both operations managers and system engineers working in the respective field. The purpose of this…
ISSN:
0265-671XOnline date, start – end:
1984Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridMerged from:
International Journal of Quality ScienceEditor:
- Professor Jiju Antony