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This paper analyses the activities that are taking place to introduce quality function deployment (QFD) into an original equipment manufacturer (OEM). QFD literature presents many different types of planning tools and techniques that can be used in product development but very few actually demonstrate how QFD can be introduced into the management system of an organisation. This paper aims to address that imbalance by the use of a case study detailing how the OEM has implemented the first six steps of a proposed 16‐step QFD introductory process. The tools and techniques used to introduce these first six steps of the programme are presented with a discussion of their effectiveness. The rationale behind the design of the last ten steps of the implementation programme, including suggestions on how they can be introduced into the management system, are fully discussed.

There has been a plethora of published research related to total quality management (TQM) in the last few decades. However, very few studies focused on cataloging critical factors of TQM. One of the objectives of this literature review was to investigate the state of TQM by examining and listing various TQM factors identified based on survey studies conducted in different countries and published in a variety of journals over the past decade. An examination of 76 survey studies that used an integrated approach to TQM showed that the TQM factors could be grouped under 25 categories. An analysis of the 347 survey based research articles published between 1989 and 2000 using these 25 factors as a framework revealed the most frequently covered TQM factors in the literature. Another goal of the paper was to analyse the objectives of these articles by year and type of journal they were published in to determine the trends in TQM survey based studies and recommend future direction for research. The analysis showed that the objectives of the 347 studies could be grouped under six categories.

The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify customers into more accurate segments.

The present study offers a look at the three most commonly used approaches to assessing customer loyalty:net promoter score, loyalty ladder and loyalty matrix. A survey on the quality of restaurant services compares the results of categorizing customers according to these three most frequently used approaches.

A new way of categorizing customers through loyalty priority number (LPN) is proposed. LPN was designed as a major segmentation criterion consisting of customer loyalty rate, frequency of purchase of products or services and value of purchases. Using the proposed approach allows to categorize customers into four more comprehensive groups: random, bronze, silver and gold – according to their loyalty and value to the organization.

Survey will bring a more accurate way of categorizing customers even in those sectors where transaction data are not available. More accurate customer categorization will enable organizations to use targeting tools more effectively and improve product positioning.

The most commonly used categorization approaches such as net promoter score, loyalty ladder or loyalty matrix offer relatively general information about customer groups. The present study combines the benefits of these approaches with the principles of FMEA. The case study not only made it possible to offer a view of the real application of the proposed approach but also made it possible to make a uniform comparison of the accuracy of customer categorization.

The purpose of this paper is to improve production effectiveness of equipment by facilitating the implementation of the key principles of total productive maintenance (TPM).

A sequential TPM-based scheme consisting of 13 procedural steps is proposed. The steps cover the basic aspects of a generic improvement system, i.e. planning, implementation, checking, corrective action and control.

The proposed scheme was effective in increasing the overall equipment effectiveness by 62.6 percent over a nine-month period only. This was a direct reflection of improvements in equipment availability, efficiency and product quality. A positive feedback regarding the smooth implementation of the scheme was also received from the responsible maintenance staff.

The proposed scheme is intended mainly to the manufacturing industrial sector, which utilizes failure-prone equipment in running operations.

This study presents an original scheme that tries to avoid the many barriers of success frequently encountered during the implementation of TPM schemes, as reported in the literature. This scheme is unique in integrating between 5S and safety, health and environment initiatives, by capitalizing on the close relation between the two initiatives, and simplifying procedures for measuring how well the two initiatives are implemented in an organization in one score card. Different from previous studies, the scheme treats both “education and training” and 6S as a foundation to the core TPM principles.

The purpose of this paper is to examine the application of C-shaped QFD 3D Matrix in comparing process characteristics (PC), performance aspects (PA) and customer requirements, simultaneously and to prioritize the first two sets, respectively.

A three dimensional matrix has been developed with three sets of PC, PA and customers’ requirements and C-shaped matrix has been applied for simultaneous comparison of the dimensions and prioritization of the subsets of PC and PA. The proposed approach has been examined in a post bank.

Findings confirm the possibility of simultaneous comparison and prioritization of the three sets of dimensions of this study in post bank services. In addition, “growth and learning” and “bilateral relationship with suppliers” had the first priorities among PA and PC, respectively.

While the proposed approach has many advantages, filling the matrixes is time-consuming. Since illustrating the 3D matrix was not possible, the matrix was separated into five two-dimensional matrixes.

Compared to the studied literature, the proposed approach is practically new in the post bank services.

The purpose of this paper is to conceptualize the integration of total productive maintenance (TPM) and ISO 9001 certification by contributing a model named as TPM 9001:2008.

In the beginning of the paper, the origin, growth and capabilities of TPM and ISO 9001 certification in enabling the organizations to perform at world class level are appraised by citing research outcomes reported in literature arena. The information and knowledge thus gathered from literature arena are used to conceptualize TPM 9001:2008 model. Through this conceptualization, the eight TPM pillars are fitted into the five major clauses of ISO 9001:2008 standard. In order to illustrate this conceptualization, the contents of a sub-clause of TPM 9001:2008 model are presented and the rationale behind designating it is appraised.

TPM 9001:2008 model brings out synergy from the two renowned world class strategies namely “TPM” and “ISO 9001 certification”.

The paper points out that the practical validity of TPM 9001:2008 model shall be established by conducting real time case studies in various organizations.

This paper presents a unique approach for integrating TPM elements with ISO 9001:2008 standard based quality management system, as a single framework benefiting the contemporary organizations.

This paper aims to determine the impact of cultural context and socio-demographic characteristics on the users’ deterrents and motivators to co-creation online.

The data from two different cultures the UK (306 users) and Spain (307 users) have been collected and compared by performing multi-group analyzes (MGAs) across cultural context, age, gender and educational level using a structural equation modeling approach.

Cultural context, age, gender and educational level moderate the effect of the deterrents and motivators on the attitude and participation in co-creation online: users from individualistic, masculine, with low uncertainty avoidance cultural contexts are expected to be more motivated and express a stronger positive attitude toward co-creation online; young male users exhibit a higher level of positive attitude and higher effect of the motivators toward attitude; on the contrary, old women are exposed to the negative effect of the deterrents; the individuals with basic educational level exhibit a higher level of the deterrents’ effect.

The generalizability of the results across different cultural contexts requires further examination and cross-validation.

The MGAs of two different cultures (Spain and the UK) and samples of different ages, gender and educational levels provide practitioners with information, which cultures and groups of users are expected to perform better in co-creation activities online.

The first study empirically examines the moderating effect of cultural context and demographic characteristics on both deterrents and motivators and their effect on the attitude toward co-creation online.

determinar el impacto del contexto cultural y de las características sociodemográficas en los factores disuasorios y motivadores de los usuarios para la cocreación en línea.

Se han recogido y comparado los datos de dos culturas diferentes, del Reino Unido (306 usuarios) y de España (307 usuarios), realizando análisis multigrupo a través del contexto cultural, la edad, el género y el nivel educativo, utilizando un enfoque de modelado de ecuaciones estructurales.

El contexto cultural, la edad, el género y el nivel educativo moderan el efecto de los elementos disuasorios y motivadores sobre la actitud y la participación en la cocreación online: se espera que los usuarios de contextos culturales individualistas, masculinos y con baja tolerancia a la incertidumbre estén más motivados y expresen una actitud positiva más fuerte hacia la cocreación en línea; los usuarios masculinos jóvenes muestran un mayor nivel de actitud positiva y un mayor efecto de los motivadores sobre la actitud; por el contrario, las mujeres mayores están expuestas al efecto negativo de los disuasores; los individuos con un nivel educativo básico muestran un mayor nivel de efecto de los disuasores.

La generalización de los resultados en diferentes contextos culturales requiere un examen más profundo y una validación cruzada.

Los análisis multigrupo de dos culturas diferentes (España y Reino Unido) y muestras de diferente edad, género y nivel educativo proporcionan a los profesionales información sobre qué culturas y grupos de usuarios se espera que tengan un mejor rendimiento en las actividades de cocreación en línea.

Es el primer estudio que examina empíricamente el efecto moderador del contexto cultural y las características demográficas tanto en los factores disuasorios como en los motivadores y su efecto en la actitud hacia la co-creación online.

确定文化背景和社会人口特征对用户线上共同创造的阻碍因素和激励因素的影响。

数据收集自英国（306名用户）和西班牙（307名用户）这两种不同的文化背景, 并采用结构方程模型方法, 通过跨文化背景、年龄、性别和教育水平的多组分析对数据进行了比较。

在阻碍因素和激励因素对在线共同创造态度和参与的影响中, 文化背景、年龄、性别和教育水平起到调节作用：来自个人主义、阳刚主义、低不确定性规避文化语境的用户对线上共同创造的动机更强, 表现出更积极的态度; 年轻男性用户的积极态度和动机对态度的影响程度较高;相反, 老年妇女则受到了阻碍因素的负面影响; 具有基础教育水平的个体受阻碍因素影响较高。

研究结果在不同文化背景下的普适性需要进一步检验和交叉验证。

对两种不同文化(西班牙和英国)的多组分析, 以及不同年龄、性别和教育水平的样本, 为实践者提供了哪些文化和用户群体有望在线上共同创造活动中表现更好的信息。

这是第一个检验了文化背景和人口特征对抑制因素和激励因素的调节作用, 以及它们对线上共同创造态度的影响的实证研究。

This study aims to investigate the role of interfirm alliances in the form of resource sharing in influencing the access to finance of small- and medium-sized enterprises (SMEs) in Malaysia. Further, the effect of different forms of resource sharing – tangible and intangible – is also studied.

Survey questionnaire was distributed to 456 SMEs in the manufacturing sector and a total of 146 responses were gathered. However, out of these, only 88 responses could be used as only these SMEs had alliances with large firms. Investigation into the relationship between interfirm alliances and SME access to finance was carried out using structural equation modeling – partial least squares.

It is found that interfirm alliances play a significant positive role in influencing SME access to finance. As interfirm alliances are measured as the extent of resource sharing, further analysis is carried out on the different forms of resource sharing, i.e. tangible and intangible. Tangible resource (asset and cost) sharing significantly influences SME access to finance but intangible resource (knowledge and information) sharing does not.

This study contributes to the understanding of the effects of interfirm alliances on the financing of SMEs. So far, most studies have only focused on the management and technological gains of interfirm alliances. Therefore, this study contributes significantly to literature on resource sharing among firms.

The purpose of this paper is to assess the degree of customer engagement resulting from complaint-handling processes. The authors will also analyze the extent to which consumer demographics play a moderating role in this context.

To this end, the study analyzes the Spanish mobile phone sector based on a survey of individuals who filed a complaint and were provided with a solution by their mobile carrier. Data analysis was carried out using SmartPLS structural equation software.

The findings indicate that effective complaint-handling processes result in engaged customers. Moreover, socio-demographic variables such as age and gender do not have a significant impact on post-complaint-handling satisfaction or on customer engagement levels.

This study has focused on only one industry – the mobile phone sector – which in Spain exhibits particular characteristics.

Firms which effectively employ complaint-handling strategies when service failures occur can count on an increase in customer engagement which, theoretically, will boost company value and have a positive impact on business performance.

The small body of research in this area assumes initial customer satisfaction. No evidence was found of the existing literature assessing customer engagement in dissatisfied customer contexts.