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The purpose of this paper is to focus on the application of quality function deployment (QFD) in a Housing Association (HA) located in the UK. Facing the problem of improving a company’s performance, practitioners and academics have fashioned and applied a variety of models, theories and techniques.

The research questions were developed from a review of the quality and process improvement literature and tested using evidence from field-based, action research within a UK HA company. The case study provides insight to the benefits and challenges arising from the application of QFD.

The results provided insight to the benefits and challenges arising from the application of a specific tool, QFD. The primary findings were: QFD can be successfully adapted, applied and utilised within the challenging environment of social housing and other sectors, such as professional services; the model can be modified to use most processes/sub-processes; it must include both external and internal requirements and, to be useful, use more detailed process parameters appropriately.

The conclusions drawn add to ongoing commentaries on aspects of quality improvement, especially the application of QFD within the service sector. The authors develop questions for future research regarding improvement projects.

The conclusion proposes that the implementation of QFD should have a positive impact upon a company; if approached in the right manner. It provides a useful mechanism for developing evidence-based strategy of operational change, control and improvement. The research proposes questions for future research into aspects of operational quality and efficiency.

The purpose of this paper is to describe an investigation into collection and measurement of cost of quality, explaining how this information was presented and used for business improvement in a footwear company.

An action research methodology was adopted. The research involved: review of available COQ literature; identification of cost categories; adoption and trial of cost collection systems.

Quality costing can only be used as a management tool if the data presented is both accurate and valid. This is limited by availability of required information and necessary expertise and resources to gather and analyse such information. Careful development of the cost model and a transparent, agreed methodology for employing it is essential.

The methodology applied was appropriate, generating data to facilitate discussion and draw specific conclusions from. A perceived limitation is the single case approach; however, this can be enough to add to the body of knowledge.

Guidelines for quality cost collection and analysis are presented. The methodology developed is being used elsewhere within the same corporate group.

The paper describes how one company effectively used COQ to produce focused data for decision making. It demonstrates that COQ can focus efforts to improve business performance.

Analyses the experience of partnership in social work education between the University of Ulster and external social work organizations between 1990‐1995. Using a historical perspective, considers key issues associated with this collaborative process, all of which are of fundamental relevance to managers in education. Draws on the author’s own experience as chairperson of the USSET Partnership for four years, making extensive use of documentary evidence such as minutes and policy statements, and consults widely with key personnel in other organizations within the partnership framework. Affords a glimpse of the troubled socio‐political Northern Irish context within which the partnership functions.

Organisational change, as a general topic, has been extensively researched since the 1950s, as evidenced by the proliferation of papers in the last five decades. As a research topic within operations management, it offers fascinating insights into the way manufacturing organisations function and adapt in reality. This paper evaluates what has worked, and what has not been effective, within a UK‐based manufacturing company, tracking multiple change initiatives over several years across two company sites. The core research focused on the implementation of change initiatives based on common constructs, such as planned change, as defined by management writers and consultants. From the research it emerged that a realistic interpretation of the change process had to take into account multiple and varied forces, such as: customers and suppliers; the economic environment; national and international legislation; the history of the organisation; etc. The research underpinning this paper enabled an identification of the specific influences on changes in the organisation and the way these interacted over time. A model of organisational change, developed from the research, is presented. The contribution of this paper lies mainly in deepening operations managers’ understanding of organisational change. It also uncovers the underlying rationales that steer change initiatives (planned or emergent) and identifies the key influences on organisational change. It provides and renews the necessary vocabulary, allowing managers to understand better and act on the multiple dimensions of organisational change. Furthermore, the provision of key learning points through a number of management “guidelines”, provides specific advice on how to effect sustainable change within organisations.

This paper describes the use and application of a structured approach to the basic implementation of quality management tools and techniques such as the QC7 tools.

A methodology based around the application of a structured approach to the use of basic quality management tools is adopted, and provides a simple yet powerful means by which the steps of problem solving can be sequentially linked together.

Everyday process examples are used to highlight the benefits of such tools and techniques in contributing to a greater understanding of the process by the process operator or owner. For each example, the use of appropriate tools or techniques are examined and their application analysed. The paper then goes on to discuss the wider implications of quality management tool application within industry and business.

It is not suggested the examples detailed are thoroughly scientific in methodology but they do serve to illustrate that by applying the tools in a systematic manner, even the simplest of processes can be understood in greater detail.

The following are key for the successful implementation, use and success of applying the QC and M7 tools and techniques: in‐depth knowledge of the process; formal training in problem‐solving techniques; appropriateness of tools selected for use; and apply simple models at all levels in the organisation to aid communication and learning.

The paper concludes by arguing that the wider use of the tools, ideally by the process operatives themselves, tangibly lead to a fuller understanding of specific processes. This will ultimately impact upon their organisation.

The purpose of this study is to investigate the structural changes needed for project-based organisations (PBOs) to synthesise their project operations and services following the servitisation strategy. It addresses the question of how PBOs should change their organisational structure fitting with service provision strategy.

This study followed an exploratory research method using a single in-depth case with evidence collected from 51 project managers from five different industry sectors: construction, oil and gas, IT, logistics and health care

Capitalising on organisational design theory, it has been found that successfully extending PBOs' outcomes into a system of both project output and extra services requires an adjustment of organisational structure that creates greater value for both companies and customers. This required adjustment has been divided into five main categories: (1) collaboration cross-project and customers; (2) flexible workflow, (3) decentralised decision-making, (4) wide span of control and (5) project governance. However, the findings indicate that success can only be ensured by particular mutually coordinated organisational designs with a suitable balance of products and services

This study presents vital indicators to PBOs practitioners when deploying servitisation within their operational strategy by adjusting the organisation's design.

Servitisation could add both economic and social values for a diverse set of project stakeholders. However, the sustainability performance of servitisation in servitised project-based organisations is an outcome of reducing the discrepancy between project operation and service provision activities.

This study contributes to the body of knowledge and proposes a structural alteration process in PBOs to help align project operations and service provision activities. It explains how project-based organisations reconfigure their resources to provide services.

The high prevalence of mental illness within the prison population necessitates innovative mental health awareness provision. This purpose of this feasibility study with 75 males (47 intervention; 28 control) was to evaluate State of Mind Sport (SOMS), originally developed as a community based mental health and well-being initiative, in a notoriously challenging prison setting.

A mixed 2 (group) × 2 (time) factorial design was adopted. Questionnaires tested for effects on knowledge of mental health, intentions to seek help, well-being and resilience. For each outcome measure, main and interaction effects (F) were determined by separate mixed factors analysis of variance. Two focus groups (N = 15) further explored feasibility and were subjected to general inductive analysis.

A significant group and time interaction effect were shown for mental health knowledge, F(1, 72) = 4.92, p = 0.03, η_p² = 0.06, showing a greater post-programme improvement in mental health knowledge score for the intervention group. Focus group analysis revealed an increase in hope, coping efficacy and intentions to engage more openly with other prisoners regarding personal well-being as a result of the SOMS programme. However, fear of stigmatisation by other inmates and a general lack of trust in others remained as barriers to help-seeking.

The implications of this study, the first to evaluate a sport-based mental health intervention in prison, are that a short intervention with low costs can increase prisoner knowledge of mental health, intentions to engage in available well-being opportunities and increase a sense of hope, at least in the short term.

This study examines the criteria for evaluating the quality of servitization and the factors influencing the project–service system's success.

Evidence was collected through three rounds of Delphi consensus with 42 project managers.

The results indicate that the quality of servitization in project-oriented organizations is conceptualized as a cumulative construct driven by the product-service system's overall ability to offer more customer value. This value is defined by three interconnected dimensions: the service, the project and the integration system. The study also proposes a novel customer-oriented quality process with two connected levels comprising eight key factors influencing the quality of the project–service systems and nine key quality criteria that assist in evaluating the project–service systems.

Offering extra services is crucial for successful project-oriented organizations to deliver more customer value. The value of servitization is the combined value of products and services. The failure of one of these components to satisfy customers leads to the collapse of the whole system, which entails the need for a balanced-focus quality system toward projects and services.

This study contributes to the quality of servitization in project-oriented organizations, arguing that a balance between service orientation and project orientation is preferred to increase customer value and reduce the clash and ambiguity between project operations and service provision.

This study aims to explore the downstream pharmaceutical supply chain (PSC) and provides insight to the delivery process of medicines and associated operational inefficiencies.

An exploratory, qualitative approach was adopted to examine PSC inefficiency within two European contexts, namely, the UK and Greece. Data was gathered through interviews and a thematic analysis conducted to analyse the data and identify challenges faced by both supply chains(SCs).

The medicines delivery system needs to be enhanced in terms of quality, visibility, speed and cost to perform effectively. The findings demonstrated that although the healthcare SCs in the two European contexts have different operational structures, the results are in concordance with each other. Financial, communication, waste and complexity issues were the major concerns.

To the knowledge this is the first study to examine aspects of the medicines SC via a cross-case analysis in the UK and Greece and extends the body of knowledge. A broader sample of responses is warranted to further validate these findings.

The study outputs can inform pharmacies’ strategic to instigate targeted improvement interventions. The implications of which may be extrapolated further to other European healthcare organisations.

This research contributes to the academic literature by adding further theoretical insights to SC strategy development, especially those that have been characterised as highly complex. The study identifies four key areas of intervention needed within this SC (in both countries) to promote higher level efficiencies and effectiveness.

The use of augmented reality (AR) and experiential learning go hand in hand. Although AR learning opportunities have been well discussed, there is limited empirical research on the use of AR within higher education settings. Drawing from the uses and gratifications theory (U&GT), this study aims to explore the use of AR for learning satisfaction and student engagement, while also examining differences in learning styles.

This study used experiments with higher education students in the UK to explore the use of AR as part of the learning experience. Data from 173 students who experienced AR as part of their learning experience were analysed using partial least square analysis.

The authors found that hedonic, utilitarian, sensual and modality gratifications influence AR learning satisfaction and student engagement. Furthermore, the authors found differences between active and passive learners with regards to utilitarian (information seeking, personalisation) and sensual gratifications (immersion, presence) and effects on learning satisfaction.

This study developed and validated a U&GT framework incorporating different learning styles rooted in Kolb’s learning cycle. Findings provide important implications for the use of commercial AR applications as part of the learning experience within higher education settings.