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Article
Publication date: 17 April 2004

Massimiliano Giorgio and Michele Staiano

Successful implementation of statistical process control techniques requires for operational definitions and precise measurements. Nevertheless, very often analysts can…

Abstract

Successful implementation of statistical process control techniques requires for operational definitions and precise measurements. Nevertheless, very often analysts can dispose of process data available only by linguistic terms, that would be a waste to neglect just because of their intrinsic vagueness. Thus a hybrid approach, which integrates fuzzy set theory and common statistical tools, sounds useful in order to improve effectiveness of statistical process control in such a case. In this work, a fuzzy approach is adopted to manage linguistic information, and the use of a Chi‐squared control chart is proposed to monitor process performance.

Details

Asian Journal on Quality, vol. 5 no. 1
Type: Research Article
ISSN: 1598-2688

Keywords

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Article
Publication date: 1 March 2011

Pasquale Erto, Amalia Vanacore and Michele Staiano

This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed…

Abstract

Purpose

This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach aims at exploiting contacts with service made by “mystery guests” rather than traditional surveys on customer opinions.

Design/methodology/approach

A specific probabilistic model of the process of serving quality is the adopted basic tool. Multiple comparison tests aimed at controlling the service quality are the core of the proposed decision approach. In order to collect the needed sampling data, a few mystery guests who experience many customer‐service contacts are employed.

Findings

A quantitative decision methodology which both allows one to evaluate the actual service quality level and provides, via comparison tests, a tool to highlight the weak and strong points of the service delivery process.

Originality/value

The proposed quality map is an original graphical tool, which enables one to pin‐point strengths and failings in service quality, prioritize corrective actions and recognize improvements, if any. The operative value of the whole methodology is tested through a real application to the hotel service industry.

Details

The TQM Journal, vol. 23 no. 2
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 14 January 2020

Michele Angelo Attolico, Caterina Casavola, Alberto Cazzato, Vincenzo Moramarco and Gilda Renna

The purpose of this paper is to verify the effects of extrusion temperature on orthotropic behaviour of the mechanical properties of parts obtained by fused filament…

Abstract

Purpose

The purpose of this paper is to verify the effects of extrusion temperature on orthotropic behaviour of the mechanical properties of parts obtained by fused filament fabrication (FFF) under quasi-static tensile loads.

Design/methodology/approach

Tensile tests were performed on single layer specimens fabricated in polylactic acid (PLA) and acrylonitrile butadiene styrene (ABS) to evaluate the mechanical properties at different extrusion temperatures and raster orientations (0°, 45° and 90°). Furthermore, a detailed study of morphological characteristics of the single layer samples cross-section and of the bonding quality among adjacent deposited filaments was performed by scanning electron microscopy to correlate the morphology of materials with mechanical behaviour.

Findings

The results show that the orthotropic behaviour of FFF-printed parts tends to reduce, while the mechanical properties improved with increase in extrusion temperature. Furthermore, the increase in extrusion temperature led to an improvement in inter-raster bonding quality and in the compactness and homogeneity of the parts.

Originality/value

The relation between the extrusion temperature, orthotropic behaviour and morphological surface characteristics of the single layer specimen obtained by FFF has not been previously reported.

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