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Article
Publication date: 15 March 2022

G.S. Sureshchandar

In this era of Industry 4.0, characterized by disruptive technologies, there is a need to identify and understand the role of the quality function in the excellence…

Abstract

Purpose

In this era of Industry 4.0, characterized by disruptive technologies, there is a need to identify and understand the role of the quality function in the excellence journey. Quality 4.0 refers to the digitalization of quality work in the context of Industry 4.0. As Quality 4.0 is a new concept, empirical research on the subject is extremely scant. Therefore, this study aims to identify and understand the criticality of the dimensions of Quality 4.0.

Design/methodology/approach

The present research identifies 12 axes (dimensions) of Quality 4.0 based on literature review and inputs from experts. The identified axes have been prioritized using the analytic hierarchy process (AHP) technique.

Findings

The study concludes that the 12 dimensions contribute to outcome indicators such as organizational performance, agility and sustainability. It further adds that though technology is vital for Quality 4.0, elements of traditional quality such as leadership, quality culture, customer focus, quality systems, compliance, competence, analytical thinking, data-driven decision making, etc. are mandatory for the transformation journey. In today's context except for a few matured organizations, others are even struggling to implement the traditional aspects of quality.

Research limitations/implications

Cues to further research are provided which would help in the better understanding of Quality 4.0 and its role in the Industry 4.0 scenario.

Practical implications

This research would help the practitioners understand the determinants of Quality 4.0 system and their effects on organizational performance, agility and sustainability.

Originality/value

The present research work strives to throw light on the criticality of the dimensions of Quality 4.0, thereby contributing to theory building, especially given the paucity of literature in Quality 4.0.

Details

International Journal of Quality & Reliability Management, vol. 39 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 18 November 2021

G.S. Sureshchandar

The disruptions caused by new-age technologies of Industry 4.0 are posing a formidable challenge to researchers, academicians and practitioners alike. Quality 4.0 that…

Abstract

Purpose

The disruptions caused by new-age technologies of Industry 4.0 are posing a formidable challenge to researchers, academicians and practitioners alike. Quality 4.0 that depicts the role of the quality function in the Industry 4.0 scenario must be comprehended so that the rudiments of Quality 4.0 are understood properly, and interventions can be made to embrace the new normal. As the literature on Quality 4.0 is extremely scarce, empirical studies are mandatory to augment the process of theory building.

Design/methodology/approach

The research work identifies 12 axes of the Quality 4.0 revolution based on literature review and insights from experts. Subsequently, a measurement model is formulated and an instrument to measure the level of Quality 4.0 implementation is developed. The measurement model has been checked for model fit, reliability and validity using the confirmatory factor analysis approach.

Findings

The proposed model was found to be adequate, reliable and valid and concludes that though technology plays a significant role in the development of the Quality 4.0 system, aspects of traditional quality are very much apropos to transform to the next frontier of quality.

Research limitations/implications

Implications for future research are provided which would help to further explore the nascent field of Quality 4.0.

Practical implications

This research would help the practitioners better understand the various requirements and measure the degree of implementation of a Quality 4.0 system.

Originality/value

The present research is perhaps the first of its kind in propounding a measurement model, through empirical analysis, for the betterment of the understanding of Quality 4.0 and its associated constituents.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 June 2005

G.S. Sureshchandar and Rainer Leisten

Though a few critics have questioned the effectiveness of the balanced‐scorecard approach in measuring business performance this approach has taken the academic and

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Abstract

Purpose

Though a few critics have questioned the effectiveness of the balanced‐scorecard approach in measuring business performance this approach has taken the academic and business community by storm. However, the approach proposed by Kaplan and Norton is not all‐encompassing as they have overlooked certain critical perspectives in their scorecard. The purpose of present study is to make a small, yet significant stride, to fill this lacuna.

Design/methodology/approach

The present work presents such issues and proposes a conceptual, theoretical framework, called holistic scorecard, for managing performance in the software industry. At the crux of the scorecard are six perspectives that portray a ubiquitous approach for strategic performance management.

Findings

Six perspectives, as well as critical success factors and key performance indicators, are provided. The relevance of these perspectives, especially from the software industry viewpoint, has been authenticated. With respect to each perspective, measures have been proposed that efficiently and effectively address the vital facets of an organisation's business excellence at both the macro and micro levels.

Practical implications

Provides an integrated scorecard for measuring and managing business performance.

Originality/value

The successful diffusion of performance enhancement measures and initiatives throughout the organization is necessary to achieve world‐class competitiveness. The proposed framework aspires to provide a basis for achieving this.

Details

Measuring Business Excellence, vol. 9 no. 2
Type: Research Article
ISSN: 1368-3047

Keywords

Content available
Book part
Publication date: 27 November 2020

Arthur Seakhoa-King, Marcjanna M Augustyn and Peter Mason

Abstract

Details

Tourism Destination Quality
Type: Book
ISBN: 978-1-83909-558-0

Article
Publication date: 1 July 2002

G.S. Sureshchandar, Chandrasekharan Rajendran and R.N. Anantharaman

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact…

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Abstract

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.

Details

Journal of Services Marketing, vol. 16 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 10 April 2009

Panchapakesan Padma, Chandrasekharan Rajendran and L. Prakash Sai

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends…

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Abstract

Purpose

The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”).

Design/methodology/approach

Based on the existing models and the literature on healthcare services, a framework is proposed to conceptualize and measure hospital service quality.

Findings

Two instruments for measuring the dimensions of hospital service quality, one each from the perspective of patients and attendants, are proposed.

Practical implications

This framework enables hospital managers to understand how patients and their attendants evaluate the quality of healthcare provided in respect of every dimension. A comparison of perceptions between patients and attendants would aid them to allocate resources to various aspects of healthcare, with respect to these two customer groups. Hospital administrators can use the instruments proposed to obtain feedback on their performance on service quality parameters so that they can benchmark themselves with their competitors.

Originality/value

This paper contributes to research on healthcare services by the development of a comprehensive framework for customer (both patient and attendant)‐perceived healthcare quality.

Details

Benchmarking: An International Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Open Access
Article
Publication date: 12 September 2022

Francesco Schiavone, Maria Cristina Pietronudo, Annamaria Sabetta and Marco Ferretti

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require…

Abstract

Purpose

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require specific best practices that are different from those related to manufacturing. Moreover, digitization is pervading all kinds of services, but little has been written about total quality service practices in digital-based companies. For this purpose, the authors provide a holistic model of total quality service that reflects the peculiarities of such companies, guided by the question: how do total quality service practices change in digital-based service organizations?

Design/methodology/approach

The authors conduct an illustrative case study on Healthware Group, a global integrated digital health organization, to evaluate theoretical assumptions about total quality service practices in the digital environment.

Findings

The findings allow to validate the model provided. In addition, the study enables them to observe the changes the authors are witnessing in service provision in the digital era and the consequent transformation of best practices. To be accurate, the authors cannot refer to a full transformation in digital-based companies but rather to the enrichment and extension of TQS practices. The best illustration of these conclusions has been summarized in a set of propositions corresponding to seven of the key levers of a TQS model.

Originality/value

The paper represents the first attempt to discuss the relationship between total quality service and digitalization, offering a set of propositions for academics and insights for practitioners. The model can be used as a tool to visualize the different levers that successful implementation of TQS in digital-based services companies can rely on.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 1 February 2002

G.S. Sureshchandar, Chandrasekharan Rajendran and R.N. Anantharaman

The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world…

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Abstract

The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, the conceptualization, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies either. A careful examination of the instrument divulges that the factors and the corresponding items are not comprehensive as it appears that the instrument has left out certain important constituents of service quality. In this background, the current research work strives to bring to light some of the critical determinants of service quality that have been overlooked in the literature and proposes a comprehensive model and an instrument framework for measuring customer perceived service quality. The instrument has been designed with specific reference to the banking sector. Data have been collected from customers of banks in a huge developing economy. The proposed instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents.

Details

Journal of Services Marketing, vol. 16 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 4 July 2016

Rateb Sweis, Hannah Diab, Firas Izzat Mahmoud Saleh, Taghrid Suifan and Samer Eid Dahiyat

Since conducting the literature review revealed that assessing quality in secondary schools has been an unexplored territory, and where most educational service quality…

Abstract

Purpose

Since conducting the literature review revealed that assessing quality in secondary schools has been an unexplored territory, and where most educational service quality research studies have mainly focussed on assessing quality from a student’s perspective in higher education, comes into play with a two-fold objective: first, to identify the quality dimensions most vital to students in a developing country such as Jordan, and then to develop a framework consisting of these dimensions; and second, to investigate the extent of satisfaction of students enrolled into international qualifications in Jordan by measuring the gap between expectations and perceptions. The paper aims to discuss these issues.

Design/methodology/approach

A focus group meeting consisting of experts in the field of secondary school education, specifically in internationally recognized qualifications, was conducted. These expert’s objective input helped develop the framework for assessing quality in secondary schools.

Findings

A framework was developed specifically to suit private secondary schools in Jordan with reference to the SERVQUAL model. The resulting questionnaire is intended to be distributed to over 200 students enrolled in an international qualification program among private schools in Jordan.

Research limitations/implications

The framework could be considered as a form of reality check for schools supplying school administrations in Jordan with a suitable tool to measure whether they are exceeding their students’ expectations. This framework might not be applicable to public schools in Jordan, since it was customized to be applied in schools who have adopted international qualification(s).

Originality/value

This study contributes to quality service research that addresses the context of high schools in a developing Middle-Eastern country.

Details

Benchmarking: An International Journal, vol. 23 no. 5
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 23 November 2012

Gurjeet Kaur, Jyoti Sharma and Tejveer Lamba

The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management…

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Abstract

Purpose

The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature.

Design/methodology/approach

The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India.

Findings

The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees’ organizational commitment.

Originality/value

TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers’ expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services.

1 – 10 of 307