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Article
Publication date: 1 January 2005

Paulo A. Cauchick Miguel

To identify QFD best practices and understand factors that contribute to successful QFD application.

Abstract

Purpose

To identify QFD best practices and understand factors that contribute to successful QFD application.

Design/methodology/approach

A field research study is presented that summarises the use of QFD in a number of companies operating in Brazil. The paper reports multiple case studies conducted in organizations that have already achieved maturity in QFD implementation.

Findings

The study identified areas of QFD best practice such as the development of matrices and voice of customers, interaction with other organizational practices (e.g. TQC system and other methods and techniques), and less traditional QFD applications (concept definition, strategic planning, and developing a global product). The study also identifies QFD implementation success factors related to organizational characteristics (e.g. management support for QFD and cross‐functional involvement in QFD project), data sources (e.g. existing data sources and QFD‐driven data sources), and QFD tools and techniques such as use of advanced phases of quality deployment (e.g. development of different matrices, comprehensive QFD, integration of analytical techniques and QFD).

Practical implications

A useful source to be used by organizations that have been implementing QFD for product development or for those that plan to employ the method.

Originality/value

The paper offers practical and applied information on QFD implementation while identifying areas of best practice within a variety of situations. It will be useful for both academics and practitioners.

Details

International Journal of Quality & Reliability Management, vol. 22 no. 1
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 12 January 2015

Paulo A. Cauchick Miguel

In recent decades, a framework for management performance has proven to be an important management practice for achieving organisational performance excellence. In this…

Abstract

Purpose

In recent decades, a framework for management performance has proven to be an important management practice for achieving organisational performance excellence. In this sense, the purpose of this paper is to analyse how a specific company manages to achieve performance excellence through the attainment of the Brazilian National Quality Award.

Design/methodology/approach

The study adopts a case-based approach using a single unit of analysis that might be considered a revealing case. The company studied is one of the largest companies in the information and financial analysis sector in Latin America and is part of a major worldwide corporation. Semi-structured interviews with senior managers and document analysis were used for data collection, with content and inductive analysis performed a posteriori.

Findings

The main results outline the approach adopted by the company for each performance excellence award criterion and highlight some of the relevant organisational practices, especially those related to the nature of the company’s businesses. The findings show that the top management has been an essential driving force in transforming the managers at all levels into agents of improvement at the studied company. Additional key points are the deployment of the company’s “shared values” throughout the company and the implementation of a medium- and long-term comprehensive strategic plan focused on the award criteria. The company’s strategic system has been a driving force of its success.

Research limitations/implications

For a more extensive empirical validation, further replications using other samples are needed to ensure the external validity of these findings.

Originality/value

This paper is one of the few published studies discussing business excellence in emerging economies, which is not observed very often in developing markets. In addition, the paper focuses on promoting a culture of quality, a less common phenomenon in the economies of developing countries than in those of developed nations. Finally, this paper may be useful for practitioners and academics interested in the subject of quality and performance excellence.

Details

The TQM Journal, vol. 27 no. 1
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 5 February 2018

Arine Schmidt, Thayla T. Sousa-Zomer, João M. Andrietta and Paulo A. Cauchick-Miguel

The purpose of this paper is to investigate Six Sigma implementation in the subsidiaries of General Electric (GE) located in Brazil and to explore the role of the quality…

Abstract

Purpose

The purpose of this paper is to investigate Six Sigma implementation in the subsidiaries of General Electric (GE) located in Brazil and to explore the role of the quality culture of headquarters in overcoming common obstacles to Six Sigma implementation reported by other studies.

Design/methodology/approach

An exploratory survey was the basis for gathering data for this study. A structured questionnaire was developed covering issues related to Six Sigma implementation, such as experienced benefits, main outcomes, and metrics adopted by companies. Data from eight GE subsidiaries were qualitatively analyzed. The findings were discussed in the light of other studies conducted in Brazil as well as in other developing countries in the context of the role of existing quality culture in overcoming barriers to Six Sigma implementation.

Findings

The findings revealed that Six Sigma at GE subsidiaries achieved better results in comparison with the results obtained by other Brazilian companies reported in the literature. GE quality culture aspects such as top management commitment, high investment in training, recognition schemes, and development of a well-planned infrastructure were identified as valuable to overcome common barriers to Six Sigma implementation. Moreover, the findings showed a strong alignment with the goals and practices of GE headquarters, which is an evidence of the quality culture that exists in GE and that allows all GE businesses achieve benefits with Six Sigma.

Originality/value

Since limited empirical research has been conducted concerning Six Sigma implementation in developing countries, this paper aspires to contribute to Six Sigma body of knowledge by illustrating the practices of a world benchmark corporation.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 2 October 2009

Paulo A. Cauchick Miguel and José Celso Sobreiro Dias

ISO 9001 certification assures that a company employs a quality system, which provides trust for the customers but this system does not assure the quality of the products…

Abstract

Purpose

ISO 9001 certification assures that a company employs a quality system, which provides trust for the customers but this system does not assure the quality of the products. It is then necessary to apply other methods and tools to achieve the demanded quality. This paper aims to propose a framework for combining ISO 9001 requirements with quality function deployment (QFD).

Design/methodology/approach

A theoretical framework is developed followed by an empirical application. The framework consists of three components: quality assurance items, critical operational functions, and requirements of the ISO 9001: 2000 quality management system. The framework is then applied in a company that produces surge arresters.

Findings

Main results indicate that the proposed framework may assist in developing products and prioritising quality assurance items, critical operational functions, and ISO 9001: 2000 requirements. The empirical application provided an effective case of QFD full usage. In addition, the application was useful to the company not only for achieving a better organizational quality structure, but also for recording company knowledge through QFD.

Research limitations/implications

For more extensive empirical validation further replications among other samples are needed for external validation of the findings.

Originality/value

Although QFD is extensively explored in the literature, this paper is one of the few published studies that report and discuss the use of QFD with ISO 9001. In addition, the proposed framework may be useful for practitioners and academics, who deal with the subject of quality.

Details

The TQM Journal, vol. 21 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 12 July 2021

Jorge H.O. Silva, Glauco H.S. Mendes, Paulo A. Cauchick Miguel, Marlene Amorim and Jorge Grenha Teixeira

This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual…

Abstract

Purpose

This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities.

Design/methodology/approach

To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way.

Findings

This article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains.

Originality/value

This paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.

Details

Journal of Service Theory and Practice, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-6225

Keywords

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Article
Publication date: 27 November 2018

Guilherme Tortorella, Paulo A. Cauchick-Miguel and Paolo Gaiardelli

The purpose of this paper is to propose a methodology to support the Hoshin Kanri (HK) process taking into account the variance of senior managers’ perspective regarding…

Abstract

Purpose

The purpose of this paper is to propose a methodology to support the Hoshin Kanri (HK) process taking into account the variance of senior managers’ perspective regarding the relationships among objectives, key performance indicators and continuous improvement (CI) projects.

Design/methodology/approach

A four-step methodology incorporates the A3 report into the HK, whose deployment was weighted by the variability among managers’ perception about the importance of each decision. This methodology was applied in a market-leader Mexican auto parts manufacturing company that is undergoing a Lean Manufacturing (LM) implementation.

Findings

The results indicate that the proposed methodology provides an easier approach to consolidate different perspectives and weight the importance of CI projects. Moreover, it minimizes the possibility of managerial conflicts or the influence of a determined senior manager on others’ opinions during the deployment and prioritization.

Practical implications

This work may be of great interest to managers, consultants and professionals who deal with the implementation of LM and wish to prioritize the importance of CI projects within the perspective of HK.

Originality/value

HK provides a systematic approach to integrate strategic management with daily routine management through an adequate deployment of organizational policies to all levels. However, companies usually struggle with several issues such as the style of senior managers and consensus establishment among different opinions, which emphasizes the relevance of the proposed methodology in this study.

Details

The TQM Journal, vol. 31 no. 2
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 9 October 2007

Paulo Augusto Cauchick Miguel

The purpose of this paper is to investigate whether the use of quality function deployment (QFD) may contribute to developing innovative products. Its point of departure…

Abstract

Purpose

The purpose of this paper is to investigate whether the use of quality function deployment (QFD) may contribute to developing innovative products. Its point of departure is the author's earlier research that investigated the application of QFD to product development in companies operating in Brazil.

Design/methodology/approach

A case study approach with companies from different industries is employed in this paper. A questionnaire was used to gather data from four companies by checking some aspects of QFD projects with regard to innovation. Typical QFD projects with respect to product typology (platform or derivative) and their level of complexity are also analysed.

Findings

The main results indicated that QFD may assist in developing innovative products, but is limited to additions to existing lines, product repositioning, and product improvement.

Research limitations/implications

One constraint was the limited number of companies and projects analysed so that replications among other samples are needed to validate current findings.

Originality/value

Although QFD is extensively explored in the literature, this paper is one of the few published studies that report and discuss the relationship between QFD and innovation.

Details

The TQM Magazine, vol. 19 no. 6
Type: Research Article
ISSN: 0954-478X

Keywords

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Article
Publication date: 6 August 2018

Eduardo K. Yamakawa, Thayla T. Sousa-Zomer, Paulo A. Cauchick-Miguel and Catherine P. Killen

Project portfolio management (PPM) has been recognized as critical for the productivity of research and development (R&D) investments, but empirical research on PPM use…

Abstract

Purpose

Project portfolio management (PPM) has been recognized as critical for the productivity of research and development (R&D) investments, but empirical research on PPM use and outcomes in non-commercial R&D environments is limited. The purpose of this paper is to investigate PPM processes and outcomes in a unique R&D context within Brazilian electric power utilities.

Design/methodology/approach

An exploratory best practice survey was used to collect data on PPM processes, methods and performance results in the power sector. Analysis of the data employs descriptive statistics and comparative analysis in the light of the literature.

Findings

The findings emphasize the importance of strategic value and the need for PPM to be customized for the specific context. The results also demonstrate the importance of adopting selection criteria and measures in accordance with the organizations strategic goals.

Practical implications

The findings may help organizations better understand how PPM can be tailored for the environment. PPM managers in utilities and other non-commercial R&D environments may find guidance in tailoring and improving their PPM approaches.

Originality/value

The contributions of this paper are twofold. First, it provides empirical findings to support PPM concepts on strategic alignment and the importance of context by demonstrating how PPM works to deliver strategy in a unique environment. Second, it contributes to the management of R&D projects and portfolios in power utilities, providing an example and analysis that may offer guidance. The contributions from this study may also offer insights that are valuable for R&D management in other utilities, or for R&D management in general.

Details

Benchmarking: An International Journal, vol. 25 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

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Article
Publication date: 11 January 2008

Paulo Augusto Cauchick Miguel

Since the importance of implementing portfolio management is growing world‐wide, this paper seeks to report on case‐based research on portfolio management in a company…

Abstract

Purpose

Since the importance of implementing portfolio management is growing world‐wide, this paper seeks to report on case‐based research on portfolio management in a company that implemented it along with a new product development process.

Design/methodology/approach

This paper uses a case study approach conducted in a manufacturing company in Brazil. Data were gathered through participation in portfolio meetings, non‐structured interviews, and document analysis; results were aggregated a posteriori to construct the case.

Findings

The paper finds that portfolio management was implemented using a framework which employed a scoring system and qualitative information. The empirical evidence lends support to the existence of portfolio management practices as identified in the literature. In addition, the use of the proposed framework assisted the company in putting in place a methodology to select the right projects and to allocate both capital and personnel resources.

Research limitations/implications

The paper is limited to a single case study. Replications among other samples are needed to validate current findings.

Originality/value

This paper is one of the few published studies that report on and discuss the implementation of portfolio management in a country in South America.

Details

International Journal of Quality & Reliability Management, vol. 25 no. 1
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 2 July 2018

Emerson D. Pacheco, Flávio I. Kubota, Eduardo K. Yamakawa, Edson P. Paladini, Lucila M.S. Campos and Paulo A. Cauchick-Miguel

Increased competition and access to information are forcing companies to provide quality to their products and services, aligned with a growing society pressure for less…

Abstract

Purpose

Increased competition and access to information are forcing companies to provide quality to their products and services, aligned with a growing society pressure for less harmful environmental practices. The purpose of this paper is to demonstrate how the adoption of reverse logistics (RL) may contribute to the generation of competitive advantage and improved quality in a part substitution process of a household appliance company.

Design/methodology/approach

This paper carried out a single case study in a household appliance company. The study collected data through semi-structured interviews in addition to document analysis and observation.

Findings

The implemented practices enhanced service maintenance and customer services and provided a more effective monitoring of defective parts. Moreover, such practices reduced unnecessary part substitutions, consumer dissatisfaction and undesired disposal in the environment. RL in the studied company has offered a potential contribution to the company quality strategies by providing more part returns, assuring cost savings, and reducing time to solve field problems.

Research limitations/implications

The study was limited to a single case study. Thus, the study findings are not subject to generalization for other similar organizations.

Originality/value

This paper is one of the few studies on RL in a household company in the context of an emerging economy. Such feature denotes in a singular scenario in RL investigations about recovering defective parts.

Details

Benchmarking: An International Journal, vol. 25 no. 5
Type: Research Article
ISSN: 1463-5771

Keywords

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