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Article

Hongxia Tong, Jian Cao, ShenSheng Zhang and Yujie Mou

This paper aims to define an extended QoS model to accurately describe the quality of web service in the open distributed environment and propose a fuzzy evaluation…

Abstract

Purpose

This paper aims to define an extended QoS model to accurately describe the quality of web service in the open distributed environment and propose a fuzzy evaluation approach for services selection based on the extended QoS model.

Design/methodology/approach

The extended QoS model classifies the quality criteria of web service as five composite quality criteria, and each composite quality criterion is composed by one or more sub‐quality criteria. Considering the multiple forms of representation for the quality criteria and different types of quality value could not be compared directly, a scaling fuzzy measure for quality criteria is introduced. Based on the scaling fuzzy measure of the quality criteria, a fuzzy synthetic evaluation system for services selection is proposed.

Findings

The quality of web service has multiple facets and multiple forms of representation. The fuzzy synthetic evaluation system can deal well with the fuzzy and implicit concepts about quality evaluations and provides higher expressive force and adaptability.

Research limitations/implications

The quality of service in this paper is static preset.

Originality/value

The extended QoS model and the synthetic fuzzy evaluation system cover the shortage of the related researches and lay the foundations for QoS‐oriented service description and services selection.

Details

Kybernetes, vol. 38 no. 3/4
Type: Research Article
ISSN: 0368-492X

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Article

Lei Li, Chengzhi Zhang, Daqing He and Jia Tina Du

Through a two-stage survey, this paper examines how researchers judge the quality of answers on ResearchGate Q&A, an academic social networking site.

Abstract

Purpose

Through a two-stage survey, this paper examines how researchers judge the quality of answers on ResearchGate Q&A, an academic social networking site.

Design/methodology/approach

In the first-stage survey, 15 researchers from Library and Information Science (LIS) judged the quality of 157 answers to 15 questions and reported the criteria that they had used. The content of their reports was analyzed, and the results were merged with relevant criteria from the literature to form the second-stage survey questionnaire. This questionnaire was then completed by researchers recognized as accomplished at identifying high-quality LIS answers on ResearchGate Q&A.

Findings

Most of the identified quality criteria for academic answers—such as relevance, completeness, and verifiability—have previously been found applicable to generic answers. The authors also found other criteria, such as comprehensiveness, the answerer's scholarship, and value-added. Providing opinions was found to be the most important criterion, followed by completeness and value-added.

Originality/value

The findings here show the importance of studying the quality of answers on academic social Q&A platforms and reveal unique considerations for the design of such systems.

Details

Online Information Review, vol. 44 no. 3
Type: Research Article
ISSN: 1468-4527

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Article

Pui‐Mun Lee and Hesan A. Quazi

This paper proposes a development methodology that uses the assessment criteria of the national quality award as the basis for creating a self‐assessment tool to measure…

Abstract

This paper proposes a development methodology that uses the assessment criteria of the national quality award as the basis for creating a self‐assessment tool to measure quality performance in organizations. The Singapore Quality Award (SQA) assessment criteria were used as the framework for developing the self‐assessment tool. The SQA award criteria were translated into a multi‐item questionnaire. The self‐assessment tool is used to assess quality performance in various functions of the organization. The scores obtained using the assessment tool was tested against those of the recent SQA applicants. Results showed significant correlation between the assessment score bands and the actual score bands that they received on their SQA application. As of the end of 1998, about 200 business organizations in Singapore had used the self‐assessment tool. Self‐assessment tools using different national quality award criteria could also be developed based on the proposed development methodology described in this paper.

Details

International Journal of Quality & Reliability Management, vol. 18 no. 2
Type: Research Article
ISSN: 0265-671X

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Article

Lei Li, Chengzhi Zhang and Daqing He

With the growth in popularity of academic social networking sites, evaluating the quality of the academic information they contain has become increasingly important…

Abstract

Purpose

With the growth in popularity of academic social networking sites, evaluating the quality of the academic information they contain has become increasingly important. Users' evaluations of this are based on predefined criteria, with external factors affecting how important these are seen to be. As few studies on these influences exist, this research explores the factors affecting the importance of criteria used for judging high-quality answers on academic social Q&A sites.

Design/methodology/approach

Scholars who had recommended answers on ResearchGate Q&A were asked to complete a questionnaire survey to rate the importance of various criteria for evaluating the quality of these answers. Statistical analysis methods were used to analyze the data from 215 questionnaires to establish the influence of scholars' demographic characteristics, the question types, the discipline and the combination of these factors on the importance of each evaluation criterion.

Findings

Particular disciplines and academic positions had a significant impact on the importance ratings of the criteria of relevance, completeness and credibility. Also, some combinations of factors had a significant impact: for example, older scholars tended to view verifiability as more important to the quality of answers to information-seeking questions than to discussion-seeking questions within the LIS and Art disciplines.

Originality/value

This research can help academic social Q&A platforms recommend high-quality answers based on different influencing factors, in order to meet the needs of scholars more effectively.

Details

Aslib Journal of Information Management, vol. 72 no. 6
Type: Research Article
ISSN: 2050-3806

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Article

Maling Ebrahimpour and Paul M. Mangiameli

Important evaluation criteria as they are perceived by quality managers in American and US‐based Japanese firms are examined. For this study, three different groups of…

Abstract

Important evaluation criteria as they are perceived by quality managers in American and US‐based Japanese firms are examined. For this study, three different groups of companies contained within four industries were considered. They included American firms using a traditional approach to manufacturing management, Japanese firms operating in the United States, and American firms attempting a Japanese approach to manufacturing management. This study identified price, on‐time delivery, and the supplier′s product quality as the three major criteria for evaluating vendors. The attitudes of quality managers concerning the importance of these variables were counter to the impressions portrayed in the academic and managerial press. Also differing from the literature was how much the managers in these different types of firms linked the evaluation criteria and overall organisational performance.

Details

International Journal of Quality & Reliability Management, vol. 7 no. 6
Type: Research Article
ISSN: 0265-671X

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Article

Amal Al Qubaisi, Masood Badri, Jihad Mohaidat, Hamad Al Dhaheri, Guang Yang, Asma Al Rashedi and Kenneth Greer

The purpose of this paper is to develop an analytic hierarchy planning-based framework to establish criteria weights and to develop a school performance system commonly…

Abstract

Purpose

The purpose of this paper is to develop an analytic hierarchy planning-based framework to establish criteria weights and to develop a school performance system commonly called school inspections.

Design/methodology/approach

The analytic hierarchy process (AHP) model uses pairwise comparisons and a measurement scale to generate the weights for the criteria. The validity of the approach is confirmed by comparing the outputs of school inspection and the outputs of the model in a sample of schools.

Findings

The framework proposed enables school management to address several issues pertaining to its competitive advantage with other schools, the two most important being establishing its performance ranking in the marketplace and identifying the service elements that most require improvement. This study develops a cohesive approach to identify which quality attributes or dimensions require attention.

Research limitations/implications

For school inspections, the data collection and computational problems would increase with the increase in the number of criteria and sub-criteria, as well as the number of schools considered in the selection. Although the range of reported AHP applications is extensive in many disciplines, examples in school quality and inspection remain still rare; as a result, this study could not compare its results with other AHP applications in school inspection or assessment.

Practical implications

The AHP method has the distinct advantage that it decomposes a decision problem into its constituent parts and builds hierarchies of criteria. AHP enables assessors to capture both subjective and objective evaluation measures of school quality. By providing a useful mechanism for assessing the consistency of the evaluation measures and alternatives, the AHP reduces bias in decision making.

Social implications

The AHP model also provides a more systematic evaluation of a given school’s qualitative performance criteria. The proposed AHP model is attractive to assessors and decision makers because its pairwise comparison procedure enables them to offer a relative (rather than absolute) individual criterion assessment on those qualitative factors.

Originality/value

The AHP model could become a sustainable component of overall school system quality improvement by maturing over time. The AHP annual scores could be used as realistic and measureable gauges for measuring school improvement.

Details

International Journal of Educational Management, vol. 30 no. 3
Type: Research Article
ISSN: 0951-354X

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Article

Shatha Hawarna, Aahad Osman Gani and Rafikul Islam

Dubai Quality Award (DQA) is one of the quality awards that has been implemented in the United Arab Emirates (UAE) for the purpose of improving organisational performance…

Abstract

Purpose

Dubai Quality Award (DQA) is one of the quality awards that has been implemented in the United Arab Emirates (UAE) for the purpose of improving organisational performance. The objective of this study is to determine whether receiving the DQA has positive impacts on Human Resource Development Practices (HRDP) and organisational performance (OP) of the award-winning companies.

Design/methodology/approach

Secondary data relating to DQA scores were collected from the Department of Economic Development archive of UAE and primary data relating to HRDP and OP were collected from the individual DQA recipients. Data elicited were subjected to statistical analyses by using the structural equation modelling (SEM) approach. This was to identify the nature of relationships existing between DQA criteria and organisational performance outcomes through the mediating effect of HRDP.

Findings

The results indicated that winning of DQA significantly enhances organisational performance and that HRDP is a statistically significant mediator between DQA and OP. Based on the findings of this study, a model has been developed by linking the DQA criteria, HRDP and organisational performance.

Originality/value

Despite few of its limitations, this study is first of a kind in UAE that investigated the relationships among DQA criteria, HRDP and OP. The findings are expected to help the UAE companies to adjust their management policies and practices for enhancing their organisational performance. The findings can also be applicable to companies in other countries, especially Gulf countries that have similar awards such as DQA.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

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Article

Nitin Gupta and Prem Vrat

The purpose of this paper is to compare some major National Quality Award/Business Excellence Models (NQA/BEM) in terms of the criteria employed and their relative…

Abstract

Purpose

The purpose of this paper is to compare some major National Quality Award/Business Excellence Models (NQA/BEM) in terms of the criteria employed and their relative weights. It shows that these models vary both in terms of criteria and their weights. Whereas some of them are changing weights frequently, others are almost static. It employs the analytic hierarchy process (AHP) to allocate scores to 12 criteria identified in the model by Agrawal et al. (1998) to propose a modified quality award model similar to that. The six quality award models used in the USA, Canada, Europe, Australia, Japan and India are compared with the proposed model using AHP and their relative rankings are obtained.

Design/methodology/approach

First, a literature review is done to identify various quality award models globally, with their features being compared. Furthermore, paired comparison technique is used to rationalize the relative weights of proposed 12 criteria, and then AHP is again used to rank this proposed model with six major award models.

Findings

This paper shows that the six NQA models vary substantially on parameter weights. They do not include some relevant criteria to evaluate the organizational performance holistically. It also reveals how some models have been revising criteria weights very frequently, whereas others are static. In some models, the results get much higher weightage than enablers, and hence the performance may not be sustainable. The modified Agrawal et al. (1998) model is taken as a base model, with weights rationalized in it using the AHP. The rankings obtained using AHP reveal that proposed model scores over the other six prominent quality award models. The result also reveals that for organizational excellence, the quality of people plays a major role in the successful implementation of quality processes. Hence, it is very important to focus on improving the quality of people before expecting improvement in the quality of products and services.

Research limitations/implications

The paired comparison results are based on the researchers’ own perception and do not consider interdependence among the criteria, which is a limitation of AHP. Analytic network process can be further explored to overcome the limitation. The proposed model has not been tested in a variety of real-world situations, which can constitute a scope for further work in the direction.

Practical implications

The proposed model framework and weightages evolved using AHP can provide a universally acceptable quality award model framework. The companies can adopt it with or without modifications to address their contextual adaptation. It can possibly become a standard model framework globally. This model does not capture the measurement of the softer aspects that impact the people quality. As people play an important role in the success of the implementation of any practice, hence measurement of people quality is another important aspect that can be further studied and researched.

Originality/value

This comparative study & analysis of National Quality Award/Business Excellence Models using AHP is presented for the first time. The authors have not come across any such studies in their literature review. This paper is an original conceptualization of the application of the AHP on the various Quality Award model parameters, and it has been submitted exclusively to JAMR for publishing.

Details

Journal of Advances in Management Research, vol. 17 no. 2
Type: Research Article
ISSN: 0972-7981

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Article

Masood Abdulla Badri, Hassan Selim, Khaled Alshare, Elizabeth E. Grandon, Hassan Younis and Mohammed Abdulla

The purpose of this paper is to empirically test the causal relationships in the Malcolm Baldrige National Quality Award (MBNQA) Education Performance Excellence Criteria.

Abstract

Purpose

The purpose of this paper is to empirically test the causal relationships in the Malcolm Baldrige National Quality Award (MBNQA) Education Performance Excellence Criteria.

Design/methodology/approach

Using a sample of 220 respondents from 15 United Arab Emirates (UAE) universities and colleges, results of regression analysis and confirmatory structural equation modeling show that all of the hypothesized causal relationships in the Baldrige model are statistically significant.

Findings

A comprehensive “measurement model” grounded in the Baldrige Performance Excellence in Education Criteria for the 33 items of measurement is developed, tested, and found to be valid and reliable. Leadership is identified as a driver for all components in the Baldrige System, including measurement, analysis and knowledge management, strategic planning, faculty and staff focus and process management. All Baldrige components (categories) are significantly linked with organizational outcomes as represented by the two categories of organizational performance results and student, stakeholder and market focus. The paper also tests the statistical fit of the only Baldrige model dealing with higher education, which was published in 1998 by Winn and Cameron.

Research limitations/implications

The data obtained are based on a sample of UAE higher education institutions. Studies in other countries should be conducted using the developed model to ensure the reliability of the results obtained.

Practical implications

A greater understanding of the linkages between the elements making‐up the MBNQA Education Performance Excellence Criteria model, facilitating the guiding role that the award models play in the implementation of quality management in higher education.

Originality/value

For the first time, an instrument of the MBNQA Education Performance Excellence Criteria is developed and tested. A new in‐depth and holistic perspective for examining the relationships and linkages in the MBNQA Education Performance Excellence Criteria model is provided.

Details

International Journal of Quality & Reliability Management, vol. 23 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

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Article

Arash Geramian, Arash Shahin, Sara Bandarrigian and Yaser Shojaie

Average quadratic quality loss function (QQLF) measures quality of a given process using mean shift from its target value and variance. While it has a target parameter for…

Abstract

Purpose

Average quadratic quality loss function (QQLF) measures quality of a given process using mean shift from its target value and variance. While it has a target parameter for the mean, it lacks a target for the variance revisable for counting any progress of the process across different quality levels, above/below the standard level; thus, it appears too general. Hence, in this research, it was initially supposed that all processes are located at two possible quality spaces, above/below the standard level. The purpose of this paper is to propose a two-criterion QQLF, in which each criterion is specifically proper to one of the quality spaces.

Design/methodology/approach

Since 1.33 is a literarily standard or satisfactory value for two most important process capability indices Cp and Cpk, its upper/lower spaces are assumed as high-/low-quality spaces. Then the indices are integrated into traditional QQLF, of type nominal the best (NTB), to develop a two-criterion QQLF, in which each criterion is more suitable for each quality space. These two criteria have also been innovatively embedded in the plan-do-check-act (PDCA) cycle to help continuous improvement. Finally, the proposed function has been examined in comparison with the traditional one in Feiz Hospital in the province of Isfahan, Iran.

Findings

Results indicate that the internal process of the studied case is placed on the lower quality space. So the first criterion of revised QQLF gives a more relevant evaluation for that process, compared with the traditional function. Moreover, this study has embedded both proposed criteria in the PDCA cycle as well.

Research limitations/implications

Formulating the two-criterion QQLF only for observations of normal and symmetric distributions, and offering it solely for NTB characteristics are limitations of this study.

Practical implications

Two more relevant quality loss criteria have been formulated for each process (service or manufacturing). However, in order to show the comprehensiveness of the proposed method even in service institutes, emergency function of Feiz Hospital has been examined.

Originality/value

The traditional loss function of type NTB merely and implicitly targets zero defect for variance. In fact, it calculates quality loss of all processes placed on different quality spaces using a same measure. This study, however, provides a practitioner with opportunity of targeting excellent or satisfactory targets.

Details

Benchmarking: An International Journal, vol. 24 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

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