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Article
Publication date: 13 January 2012

Vidyashankar Gourishankar and Prakash Sai Lokachari

In pursuit of achieving Education‐For‐All goals of universal primary education and improving quality of education, the Indian Government has been providing substantial…

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Abstract

Purpose

In pursuit of achieving Education‐For‐All goals of universal primary education and improving quality of education, the Indian Government has been providing substantial resources to Indian states. The responsibility of providing access and quality remains the states' responsibility. Assessment of educational development will therefore become a focal point of the Center for Education Policy & Guidelines Formulation. While educational development indices help in ranking states, they do not help in capturing best practices and assessing the efficient utilization of resources. Assessment of the Educational Development Efficiency can augment educational development indices in vogue. The purpose of this paper is to develop an Educational Development Efficiency (EDE) model to benchmark the Indian states.

Design/methodology/approach

This paper uses an input‐process‐output conceptual framework to identify the dimensions of educational development. This paper employs Data Envelopment Analysis (DEA) to compare relative efficiency of 28 states and seven Union territories in India and benchmark them. In order to strengthen the discriminatory power of DEA, cross‐efficiency model was used. Factor analysis was performed to determine the inter‐relationships between variables. The efficiency impacting variables were identified using multiple regression analysis.

Findings

This paper benchmarked Indian states on educational development based on their performance. Gross enrolment ratio, students' academic performance and infrastructural investments were identified as the three key variables impacting states' EDE. This paper has shown that the educational administrators can use the EDE model to identify the best practices from efficient states. Insights into utilization of input resources to enhance educational development and consequent improvement of state efficiencies are presented. Four components have been identified to analyze the states' educational development progress – namely, financial adequacy, school resource strength, educational quality and educational access.

Practical implications

Contributions of this paper pertain to evolving a decision support model for national education policy planners, besides providing analytic support to the administrators of the states to benchmark and emulate the efficient educational programs.

Originality/value

This paper is one of the few published studies concerning the evaluation of educational development programs launched in the Indian schools and providing a cross‐comparison of the Indian states for the purposes of performance benchmarking as well as exploring the influencing factors.

Details

International Journal of Educational Management, vol. 26 no. 1
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 3 June 2014

Panchapakesan Padma, Prakash Sai Lokachari and Rajendran Chandrasekharan

The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and…

Abstract

Purpose

The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the importance attached to them by patients and attendants.

Design/methodology/approach

Patient and attendant perceptions were collected using a questionnaire.

Findings

Patients and attendants have different perceptions. Different customers have different needs of which providers need to be aware to better serve their consumers.

Research limitations/implications

The study captured only 408 patient and attendants’ perceptions – a 32 per cent response rate.

Practical implications

Results enable hospital administrators to develop appropriate strategies to improve their structure and function by analysing their strengths and weaknesses regarding their tangible and intangible assets.

Originality/value

The study included attendants, specifically in an Indian healthcare context.

Details

International Journal of Health Care Quality Assurance, vol. 27 no. 5
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 30 August 2010

Begum Sayeda, Chandrasekharan Rajendran and Prakash Sai Lokachari

The purpose of this paper is to explore the adoption of quality management practices in engineering educational institutions (EEIs) in India from management's perspective.

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2730

Abstract

Purpose

The purpose of this paper is to explore the adoption of quality management practices in engineering educational institutions (EEIs) in India from management's perspective.

Design/methodology/approach

A questionnaire was developed based on a literature review of research in quality management and based on the responses of the pilot survey among the senior faculty/management. The psychometric properties of this instrument were examined using tests of reliability and validity. Correlation and multiple regression analyses were used to analyze the impact of the total quality management (TQM) dimensions on institutional performance (effectiveness).

Findings

Findings highlight 27 critical factors/dimensions of quality management, which analyzed the relationship between TQM dimensions and institutional performance, which has been formulated using five dimensions. Positive and significant relationships among the TQM dimensions and institutional performance have been observed.

Research limitations/implications

Results of the study are dependent on the profile and number of the respondents, i.e. on the perceptions of the management.

Practical implications

The paper proposes a model for achieving institutional excellence from the macro perspective of the management. Two critical factors, i.e. healthy innovative practices and feeder institution partnership have been identified as key enablers in the paper. Institutional performance (effectiveness), as a holistic construct, has been measured by five measures of performance, institution reputation and image, infrastructure quality, faculty excellence, research and industry exposure and stakeholders' satisfaction. The instrument developed can be used as a self‐assessment tool in continuously measuring the overall performance of the institution's processes and systems.

Originality/value

The paper focuses on EEIs. It evolved a holistic framework for institutional effectiveness and formulated a comprehensive instrument with respect to management's perceptions on quality management issues. The paper also identified five critical factors to measure institutional performance and 27 dimensions of TQM in the context of EEIs.

Details

Benchmarking: An International Journal, vol. 17 no. 5
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 26 October 2010

Panchapakesan Padma, Chandrasekharan Rajendran and Prakash Sai Lokachari

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to…

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6982

Abstract

Purpose

The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India.

Design/methodology/approach

The study employs questionnaire‐survey approach to obtain the perceptions of patients and attendants. The instruments developed have been validated using tests for reliability, validity and uni‐dimensionality. Data collected have been analyzed by using statistical techniques such as bi‐variate correlation and multiple regression.

Findings

Patients and attendants treat the interpersonal aspect of care as the most important one, as they cannot fully evaluate the technical quality of healthcare services. The study also revealed that the hospital service providers have to understand the needs of both patients and attendants in order to gather a holistic view of their services.

Research limitations/implications

Results of the study are dependent on the nature and number of respondents, i.e. the study has captured only the perceptions of service receivers – patients and attendants; and sample size of the study – 204 patients and 204 attendants – due to limited response rate and other operational constraints.

Practical implications

The present study allows the hospital administrators to benchmark their hospitals with those of their competitors by comparing the mean values of the dimensions of SQ. The study also allows a comparison of the performance of government and private hospitals in terms of the services offered.

Originality/value

The study conceptualizes hospital SQ as an eight‐dimensional framework. Further, it also presents the relationship between SQ and CS in Indian Government and private hospitals.

Details

Benchmarking: An International Journal, vol. 17 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

Content available
Article
Publication date: 24 February 2012

Paul C. Hong

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254

Abstract

Details

Benchmarking: An International Journal, vol. 19 no. 1
Type: Research Article
ISSN: 1463-5771

Keywords

Content available
Article
Publication date: 13 January 2012

Brian Roberts

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78

Abstract

Details

International Journal of Educational Management, vol. 26 no. 1
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 6 February 2017

Bhupender Singh, Sandeep Grover and Vikram Singh

The purpose of this paper is to generate awareness of contributions made by benchmarking toward building performance of Indian service industries in globally market…

Abstract

Purpose

The purpose of this paper is to generate awareness of contributions made by benchmarking toward building performance of Indian service industries in globally market. Ranking of Benchmarking is done on the basis of their application which give confidence for the managers to adopt in their Industries so that they may become best in their field.

Design/methodology/approach

Methodology consists of three phase: define, phase include definitions, factors of benchmarking as literature outcomes, questionnaire survey and outcome of survey. In the second phase, analysis of collected data and applications of multi-criteria decision-making approaches [technique for order preference by similarity to ideal solution (TOPSIS) and analytical network process (ANP)] are used. The last phase includes comparison of results which gives validation in similarities of ranking obtained.

Findings

The study identifies seven different benchmarking techniques used for service industries. Using TOPSIS and ANP approaches shows similarity that external benchmarking, performance benchmarking and internal benchmarking are the first three ranks that give basis for several critical success factors s, namely, planning, reliability, standardization, time behavior, usability, etc., as part of benchmarking using in service industries.

Research limitations/implications

The limitation is the assumptions made by multi-criteria decision-making approaches which may effect the analysis of the study as these are taken theoretically.

Originality/value

This study is a first attempt to find similarities in both techniques while comparing benchmarking in Indian service industries.

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Article
Publication date: 2 October 2019

Geeta Marmat and Pooja Jain

Health-care delivery organizations (hospitals) constitute a complex adaptive system; hence, a contingency perspective is imperative to guide the design of customized…

Abstract

Purpose

Health-care delivery organizations (hospitals) constitute a complex adaptive system; hence, a contingency perspective is imperative to guide the design of customized approaches to quality management in different health-care settings. Accordingly, this paper aims to propose a contingency framework to advance the understanding of the relationship between situational factors and effectiveness of quality approaches in health-care organizations (HCOs), such as hospitals in India.

Design/methodology/approach

Related literature was reviewed to identify existing research and theories related to quality and quality approaches, situational factors of the HCOs (hospitals) and some existing logical evidence on public and private hospitals in India. Then a contingencies framework for quality and quality approaches was conceptualized.

Findings

This paper proposes contingent determinants arise out of conceptualization of the HCOs (hospitals) from different system perspective such as rational system, natural system, open system and integrative system; uncertainty because of physicians’ behaviour, nurses’ approach and a dual line of authority; and the task environment such as patients, competition and economic pressure. These determinants represent situational constructs to the quality enhancement of any attempt at quality approaches. While these determinants have an influence on the quality and quality approaches of the HCOs (hospital), it is imperative to build any quality improvement strategy to work effectively, i.e., quality approach is dependent on determinants of the contingencies of the hospital’s environment, be it external or internal. Propositions for future research are also incorporated.

Research limitations/implications

This paper proposes a conceptual model as well as research propositions that need to be validated and confirmed empirically. It advances the research and theory related to quality and quality approaches in a health-care setting. It can enable policymakers, hospital managers to analyze and gauge the appropriateness of quality approaches in a given context before implementing them and could help to improve the introverted quality approaches and quality dimensions currently followed in HCOs (hospitals).

Originality/value

Contingency framework is a new approach for research on the effectiveness of quality approaches in hospitals. The fundamental idea behind this framework is that effectiveness of quality approaches can be understood best by examining its contingent determinants. Thus, it has the capacity to contribute to the efforts of government and policymakers to make the quality of care affordable to all in India. Essentially, we examine the contexts and variables that determine the effectiveness of quality approaches.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 14 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

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Article
Publication date: 29 November 2018

V. Viswanath Shenoi, T.N. Srikantha Dath, C. Rajendran and P. Shahabudeen

The purpose of this paper is to provide strategic recommendations to supply chain managers of Indian manufacturing industries for a robust supply chain related to risk…

Abstract

Purpose

The purpose of this paper is to provide strategic recommendations to supply chain managers of Indian manufacturing industries for a robust supply chain related to risk management by original equipment manufacturers (OEMs) and suppliers in manufacturing industries to ensure a robust supply chain risk management (SCRM).

Design/methodology/approach

Importance-performance analysis (IPA) is utilized to identify and provide strategic recommendations to manufacturing industries for improving their supply chain performance by attaching due importance to risk constructs and appropriately choosing mitigation strategies.

Findings

The investigation using the strategic action grids reveals that most of the means of risks are near the point of intersection of the grand means of the risk constructs and their impact on the supply chain, indicating that all the risks have the equal likelihood of occurrence. The mean importance of risk monitoring, risk avoidance (RA) and risk sharing surpass the mean performance for both OEMs and suppliers.

Research limitations/implications

The study is executed with following limitations: the study assumes that the manufacturing industries across different sectors perceive similar risk. The sectors considered are automotive, heavy engineering, general engineering and home appliances. The Southern States of India are considered because of the dominant presence of many industries, especially automotive industries. However, it should be noted that these States form the manufacturing hubs where the lead organizations are functioning along with their major suppliers.

Practical implications

By understanding the importance of SCRM dimensions and utilization of these dimensions, firms can mitigate the impact of risk on the supply chain. The detailed study of SCRM strategies highlights the importance attached to risk factors, mitigation strategies, and top management commitment. By the implementation of SCRM strategies, supply chain managers can improve the firm’s performance.

Originality/value

The study involves empirically validated data on SCRM dimensions. The IPA is performed on the SCRM dimensions to investigate the importance attached to the factors of the dimensions and their performance.

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Article
Publication date: 26 July 2019

Prashant Mahajan and Suresh Golahit

The purpose of this paper is to examine the relationships of service marketing mix (SMM) as service input and service output in terms of students’ performance…

Abstract

Purpose

The purpose of this paper is to examine the relationships of service marketing mix (SMM) as service input and service output in terms of students’ performance, satisfaction and referral act in context to higher and technical education (HTE) through the application of structural equation modeling.

Design/methodology/approach

A quantitative research, conducted through a self-administered survey composed by a closed-ended structured questionnaire, was incorporated for the students who were enrolled in the technical educational institutions situated in the Khandesh region of India.

Findings

The findings of this study revealed that traditional SMM is statistically linked with the performance of students in terms of skill and knowledge enhancement, satisfaction and referral act of students, which are perceptible new emerging SMM; performance, pleasure and pointing out in terms of service output.

Practical implications

Integrating SMM as service input and service output are productive for HTE in enhancing growth (quantitatively) by the inclusivity of diversified students and development (qualitatively) by enhancing their performance for global standing, making them satisfied and motivating them for recommending their institution to others. This integration can be utilized as a yardstick by the institutions for staying ahead in students’ market with a distinctive competitive advantage.

Social implications

Growth and development of HTE will raise a society’s quality of life and thereby increase a country’s socio-economic status.

Originality/value

The study has exhibited SMM as input and output of a service system that is useful for the growth and development of HTE. The measurement tool presented is effective in (re)framing policies on SMM as service input based on desired service output.

Details

Journal of Applied Research in Higher Education, vol. 12 no. 2
Type: Research Article
ISSN: 2050-7003

Keywords

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