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Article
Publication date: 6 April 2012

Yongtao Song, Qin Su, Qiang Liu and Tieshan Wang

The paper aims to present how relationship value is created and how it influences the existing buyer‐supplier relationship and the buyer's performance. It seeks to…

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3681

Abstract

Purpose

The paper aims to present how relationship value is created and how it influences the existing buyer‐supplier relationship and the buyer's performance. It seeks to introduce the construct of business relationship function to analyze why the business relationship is valuable and to investigate the links between business relationship function, relationship quality and buyer's performance. Moreover, it aims to investigate whether the availability of alternative suppliers changes the influence of business relationship function on relationship quality.

Design/methodology/approach

A questionnaire survey was conducted in 239 manufacturing firms in north‐west China, and the hyphotheses were tested using a structural equation model with LISREL software.

Findings

The results indicate that business relationship function has a direct as well as an indirect effect on buyer's performance through the mediating effect of relationship quality. The study also finds that business relationship function has a stronger influence on relationship quality than it does on buyer's performance. Moreover, the availability of alternative suppliers will weaken the influence of business relationship function on relationship quality.

Research limitations/implications

This study concentrates on only the direct functions of business relationships and the indirect functions are neglected. Future studies should investigate the direct function as well as the indirect function, and the dynamic nature of business relationships should be considered.

Practical implications

The study suggests that managers should develop and maintain long‐term relationships through the fulfillment of business relationship functions. The role of function fulfillment is even more important when there is competition among alternative suppliers.

Originality/value

The study provides a sound agenda for future research on supply chain management and industrial marketing, and has important implications for practising managers, especially in the Chinese context and other similar developing countries.

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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…

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1755

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

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Article
Publication date: 1 February 1988

Overview All organisations are, in one sense or another, involved in operations; an activity implying transformation or transfer. The major portion of the body of…

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2926

Abstract

Overview All organisations are, in one sense or another, involved in operations; an activity implying transformation or transfer. The major portion of the body of knowledge concerning operations relates to production in manufacturing industry but, increasingly, similar problems are to be found confronting managers in service industry. It is only in the last decade or so that new technology, involving, in particular, the computer, has encouraged an integrated view to be taken of the total business. This has led to greater recognition being given to the strategic potential of the operations function. In order to provide greater insight into operations a number of classifications have been proposed. One of these, which places operations into categories termed factory, job shop, mass service and professional service, is examined. The elements of operations management are introduced under the headings of product, plant, process, procedures and people.

Details

Management Decision, vol. 26 no. 2
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 6 March 2017

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

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Article
Publication date: 1 December 1998

Marco Perona

Taguchi’s quality loss function is here proposed as a tool to evaluate costs connected to non conformity in manufacturing industries. First of all, Taguchi’s quadratic…

Abstract

Taguchi’s quality loss function is here proposed as a tool to evaluate costs connected to non conformity in manufacturing industries. First of all, Taguchi’s quadratic cost function is compared with the traditionally adopted zero defects cost function, and the differential effects of either function are analysed. Conceptual issues as well as practical ones are considered in this analysis. Results provided match in suggesting that the quadratic cost function, as compared with zero defects, is conceptually more consistent with the most advanced definitions of industrial quality and practically more suitable to support continuous improvement processes with a long‐term, customer‐oriented and profit‐oriented perspective. Yet, in order to provide for a full utilisation of this tool inside quality costs reporting systems, a number of problems have still to be resolved. These problems too are highlighted and brought to the attention of researchers of this field.

Details

International Journal of Quality & Reliability Management, vol. 15 no. 8/9
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 1 October 1998

Rune M. Moen

Measuring quality costs has been emphasized as an important part of quality improvement since the early 1950s. A chapter on quality costs seems to be almost compulsory in…

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3126

Abstract

Measuring quality costs has been emphasized as an important part of quality improvement since the early 1950s. A chapter on quality costs seems to be almost compulsory in every book pertaining to total quality management, business process improvement, and similar topics. There is no doubt that measuring quality costs is useful in order to direct improvement efforts; the problem is that the concept is not as valid today as it used to be. While customer requirements and production systems have changed considerably during the last decades, quality cost measurement is advocated in nearly the same way as it was 40 years ago. This work presents a new customer and process focused poor quality cost model that enables the provider of a product or service to focus on elements that really matter to his customers. The input to the model is customer requirements and the output is expected poor quality costs estimated through the Taguchi loss function. Quality function deployment is used to translate the voice of the customer to key process parameters, that is process parameters having a direct influence on the fulfilment of customer requirements. The quality function deployment matrix is also used to estimate intangible costs. Traditional cost categories have been altered, and the expected loss for each cost category is estimated based on actual process performance and stepwise quadratic loss functions with multiple intervals. The intended use of the model is as a top management decision‐making tool able to link quality improvement to customer satisfaction and loyalty.

Details

The TQM Magazine, vol. 10 no. 5
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 17 April 2008

Seungwook Park

The process capability indices have been widely used to measure process capability and performance. In this paper, we proposed a new process capability index which is…

Abstract

The process capability indices have been widely used to measure process capability and performance. In this paper, we proposed a new process capability index which is based on an actual dollar loss by defects. The new index is similar to the Taguchi’s loss function and fully incorporates the distribution of quality attribute in a process. The strength of the index is to apply itself to non‐normal or asymmetric distributions. Numerical examples were presented to show superiority of the new index against Cp, Cpk, and Cpm which are the most widely used process capability indices.

Details

Asian Journal on Quality, vol. 9 no. 1
Type: Research Article
ISSN: 1598-2688

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Article
Publication date: 1 May 2005

Avinandan Mukherjee and Prithwiraj Nath

The purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function

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6315

Abstract

Purpose

The purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function. Aims to argue for the use of TOPSIS from decision sciences, and Loss function from operations research and engineering, as alternative approaches to the gap model.

Design/methodology/approach

The empirical evidence is provided by large sample consumer data on the service quality for leading Indian commercial banks. The service quality evaluations obtained from these three distinct methods are compared and tested for their mutual agreement.

Findings

Fndings show that the rankings obtained from different methods are statistically in agreement, suggesting that the alternative approaches can provide equally good measurement of service quality. But they should not be used in an interchangeable manner.

Research/limitations/implications

Research shows that a single measure of overall service quality based on gap model is over‐simplistic. It would be more useful to explore a richer profile of customer service quality provided by different measurement approaches. Each methodology has its own advantages and disadvantages, and should be used based on its suitability for a particular application.

Practical implications

This research offers profound practical implications. It offers managers with a framework of service quality improvement that measures service quality gaps, selects an optimal combination of attribute levels to deliver customer satisfaction, and focuses on reducing the future loss caused by poor quality.

Originality/value

Extant marketing literature is replete with gap model applications for measuring service quality. Drawing from interdisciplinary literature, alternatives are provided to the traditional gap model, which show equally good measurement with greater suitability of application under certain conditions.

Details

Journal of Services Marketing, vol. 19 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 29 June 2010

Yahia Zare Mehrjerdi

The author aims to review the fundamental concept of quality function deployment and to discuss the facts that the road to success for new product development is the…

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4495

Abstract

Purpose

The author aims to review the fundamental concept of quality function deployment and to discuss the facts that the road to success for new product development is the identification of customers' requirements and their conversion into engineering design requirements. Thereafter, the author seeks to present an in‐depth review of the subject and to study five new cases on the topic of quality function deployment.

Design/methodology/approach

The paper discusses the key elements of quality function deployment and the fact that the vision for the development of a comprehensive quality system can be built on the principles of quality function deployment taking customer requirements into consideration and relating them to design requirements.

Findings

To make the product development task successful and bring competitive advantages to the core business, management must be committed to the needs of customers through marketing surveys and implementing these in the process of product development by converting them into engineering design requirements.

Originality/value

This article reviews quality function deployment and its extensions such as fuzzy QFD, AHP and QFD, statistically extended QFD, dynamic QFD, and other extensions. In addition, cases covering the topics of a ship of quality, cost‐design parameter modeling, an enhanced version of quality function development, financial factors and uncertainties in the product design process with fuzzy formulation, and a model for prioritizing and designing rule changes for the game of soccer, are also reviewed.

Details

International Journal of Quality & Reliability Management, vol. 27 no. 6
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 22 February 2011

Shu‐ming Wang and Judy Chuan‐Chuan Lin

The objective of this paper is to further explore relationships among social influence, blog platform qualities and usage intention for improving the understanding of the…

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5364

Abstract

Purpose

The objective of this paper is to further explore relationships among social influence, blog platform qualities and usage intention for improving the understanding of the effect that social influence exerts on bloggers' usage intention.

Design/methodology/approach

Based on the IS success model, the authors propose a conceptual framework incorporating information quality, system quality, blog function quality and social influence as key determinants of bloggers' usage intention. Empirical data from 613 participants were collected via a web survey.

Findings

The results show that information quality, system quality and blog function quality, i.e. the technical factors, positively influence bloggers' usage intention. Among these qualities, system quality is the most prominent. For social factors, social influence significantly affects bloggers' usage intention directly and indirectly through blog platform qualities. A multi‐group analysis revealed the differences between blog readers and writers in the perceptions of blog platform qualities and the intensity of path coefficients among factors in the conceptual model.

Practical implications

Results from this study can be used as guidance for blogging service providers to enhance and develop blog platform functions. Moreover, the differences between blog readers and writers revealed in the findings can help service providers to develop campaigns to strengthen their usage intention accordingly.

Originality/value

This paper advances the understanding of the effects of social influence on users' perception of information system qualities as well as usage intention. Social influence exhibits strong effects on users' perception of blog platform qualities. Specifically social influence not only directly affects bloggers' usage intention but also has an indirect effect on intention through the mediation of blog platform qualities.

Details

Online Information Review, vol. 35 no. 1
Type: Research Article
ISSN: 1468-4527

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