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Quality Assurance and Improvement Program (QAIP) is defined as “an ongoing and periodic assessment of the entire spectrum of audit and consulting work performed by the internal audit (IA) activity”. QAIP is an important component of internal auditors’ commitment to improve internal audit (IA) quality. The pressure towards improvement is urgent for central banks, in light of the vulnerabilities of their IA functions identified by the International Monetary Fund. The authors analyse the professional standards and the literature on IA and QAIP, aiming to propose general considerations to enhance IA quality and to develop and maintain a QAIP, with reference to central banks, also shedding light on the synergies among IA, QAIP and total quality management (TQM).

This paper reviews the most relevant professional standards in light of the professional and academic literature regarding IA quality, QAIP and their relationship with TQM. The analysis of these sources represents an important step to identify general measures to improve IA quality and develop effective QAIP in central banks.

This analysis shows that it is important to understand the rationale behind the development of an IA function and its theoretical and practical foundation, especially for complex organisations such as central banks. In addition, the authors show that QAIP represents an important tool to exploit the synergies between TQM and IA. These synergies could result in higher levels of quality for the IA function and more effective implementation of TQM within the whole organisation. Lastly, the authors provide practical suggestions to support the implementation of an effective QAIP in central banks and to spread TQM philosophy within the organisation.

The authors contribute to the scant literature on IA quality and QAIP by focusing on central banks and shedding light on the relationship with TQM. Regardless of their importance, these topics have been largely neglected by the extant literature.

This paper analytically models and numerically investigates two operating levers, namely optimization of product price and optimization of product quality in the context of a manufacturer that sells the products directly in the marketplace. The study attempts to identify how optimizing product quality and product price can fulfill a manufacturer's economic aims such as maximization of the manufacturer's profit and market demand. Anchored to the extant literature, the demand is modeled as a parametric joint multiplicative function of price and quality. Further, price is modeled as a function of product quality.

First, the authors evolve the analytical expression for the manufacturer's profit. Thereafter, following the mathematical principles of unconstrained optimization, the authors arrive at the conditions for optimal product quality and product price. The authors further perform numerical experiments to understand the behavior of economic dimensions such as profit and demand with respect to sensitivities associated with cost, quality and price.

The authors find that under product quality optimization, the optimal product quality is a unique solution in that a highest possible theoretical manufacturer's profit is obtained. However, in the case of product price optimization, the optimal product price is non-unique and is a function of product quality. The authors further find that in the context of functional quality-level expectations, product quality optimization as an operating lever gives a better dividend. However, in the case of higher product quality expectations, product price optimization performs better than product quality optimization. Further, several novel findings are also obtained from numerical experimentations.

The findings of the authors' study have implications for types of industries characterized by relatively low as well as relatively high competitive intensity. Further, as opposed to several extant studies that have often carried out joint optimization of quality and price, the authors' study is one of the first to study the impact of product price and product quality on the manufacturer's economic objective in a disparate and focused manner, thus capturing individual effects.

How does the internal audit function make external auditors work more efficiently at the early stage of the COVID-19 pandemic? This study examines the relationship between internal audit function, audit report lag and audit fee at the early stage of the COVID-19 pandemic.

This study uses data from all public firms listed on the Indonesia Stock Exchange from 2018 to 2019 using the difference-in-difference test technique to answer the proposed hypothesis. In addition, this study also tested the issue of endogeneity using Coarsened Exact Matching (CEM) and Two-Stage Least Square (Heckman, 1979).

This study finds that, at the early stage of the COVID-19 pandemic, a good internal audit function significantly reduced audit report lag and audit fee. These findings indicate that good corporate governance implemented through an internal audit function during the COVID-19 pandemic can give assurance to prevent and mitigate the firm's risk so that external auditors can work more efficiently. Furthermore, this study also carries out an additional analysis by subsampling the high and low technological industries. Based on the robustness test, it is revealed that the results of this study are consistent.

This study contributes to the novelty of literature in auditing studies that highlights the audit process at the early stage of the COVID-19 pandemic

This study examines the effects of firm size on financial reporting quality (FRQ) through the mediating effects of audit committee (AC) quality and internal audit function (IAF) quality.

Based on data from a questionnaire survey and archival sources of non-financial companies listed on the Dhaka Stock Exchange (DSE), the authors perform both structural equational modeling and ordinary least squares (OLS) regression to test the developed hypotheses.

Results show that the firm size is positively related to IAF quality. Firm size, AC quality and IAF quality are significantly associated with abnormal accruals (FRQ). Moreover, the authors find a mediation effect of the IAF quality on the relationship between firm size and FRQ, while no mediation effect is observed for AC quality. Thus, the study advocates companies focus on AC quality and IAF quality to enhance FRQ as it has a significant impact on corporate disclosure and investor decisions.

First, the study is restricted to the survey questions that cover particular areas of the AC and IAF. Second, the sample selection focuses on relatively big industries in terms of the number of firms and excludes small sectors.

The findings provide significant implications for professionals and policymakers in making regulatory reforms and revising existing policies to improve governance monitoring performance and FRQ.

To the best of the authors’ knowledge, this is the first study to explore the mediation effect of AC quality and IAF quality on firm size–FRQ nexus in a developing country.

Meeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an efficient utilisation of health services can provide that purpose. This study aims to develop a quantitative assessment framework for radiology centres as a vital section in healthcare to translate the patients' requirements into service quality specifications. This would help to achieve quality improvement by emphasising the voice of customers.

A literature review is conducted to specify the service quality criteria and the patients' requirements related to healthcare and hospitals. Based on the experts' opinions, these criteria and requirements are later customised for the radiology centres. Moreover, the requirements are categorised into five dimensions of SERVQUAL. The interrelations between service elements are also determined through expert group consensus using Pearson correlation. Afterwards, by applying the QFD method, the relations between the requirements and criteria are explored. Additionally, a customer satisfaction survey is executed in Tehran public hospitals to prioritise these requirements and provide an importance-satisfaction analysis.

Based on the result of the case study, service elements are prioritised for improvement, and practical suggestions are provided using the Delphi technique for quality improvement. In addition, a cause-and-effect diagram is presented to highlight the improvement area and provide enhancement suggestions.

This study is the first empirical attempt to benefit from the VOC in evaluating and enhancing the quality of service delivered to radiology patients. In doing so, the study applies a hybrid approach of QFD and SERVQUAL as well as other tools to highlight the improvement area and provide enhancement suggestions. The findings can be readily used by the practitioners.

This paper aims to classify journal papers in the context of hybrid quality function deployment QFD and multi-criteria decision-making (MCDM) methods published during 2004–2021.

A conceptual classification scheme is presented to analyze the hybrid QFD-MCDM methods. Then some recommendations are given to introduce directions for future research.

The results show that among all related areas, the manufacturing application has the most frequency of published papers regarding hybrid QFD-MCDM methods. Moreover, using uncertainty to establish a hybrid QFD-MCDM the relevant papers have been considered during the time interval 2004–2021.

There are various shortcomings in conventional QFD which limit its efficiency and potential applications. Since 2004, when MCDM methods were frequently adopted in the quality management context, increasing attention has been drawn from both practical and academic perspectives. Recently, the integration of MCDM techniques into the QFD model has played an important role in designing new products and services, supplier selection, green manufacturing systems and sustainability topics. Hence, this survey reviewed hybrid QFD-MCDM methods during 2004–2021.

Smart-work has been attracting more attention since the COVID-19 outbreak hit the world in 2020. Smart-working practices do not always run smoothly despite the necessary infrastructure being in place. Taking the quality-value-loyalty chain and information system continuance model as the basis, this study aims to identify how “smart-work support service” leads to employees’ continuance intention toward smart-work. In this study, the smart-work support service refers to the infrastructure making smart-work possible and services needed to support smart-work.

Using data collected from a survey of 406 employees working in Korea, this study verifies the components of smart-work support service quality and dimensions of perceived value through partial least squares analysis and then tests the proposed conceptual model using structural equation modeling.

The results verified that the quality of smart-work support service consists of eight attributes while dividing the perceived value of smart-work into three dimensions and further revealed that the service quality influences the intention to continue smart-working by way of perceived value and satisfaction.

This study sought to explore the relationship among service quality, perceived value and satisfaction by clearly conceptualizing and measuring them in the context of smart-work, thereby ultimately understanding the impact they have on the intention to continue smart-work.

The productivity of a port is a measure that is important to different stakeholders: port administrators (port authority), third-party logistics providers, manufacturers and consumers, among others. This study analyses productivity in terms of vessel movement efficiencies (loading/unloading of cargo) and container release from port facilities. Both factors add to the overall productivity in any port.

A comparative analysis of the productivity of three ports is measured using a Quality Function Deployment (QFD) and benchmarking analysis to help establish strategies that will help improve productivity. Considering the information confidentially the authors will call the ports according to their geographic location. The ports under study are the USA Southeast Port (Port of America), Central Asian Port (Port of Asia) and Central Europe Port (Port of Europe).

This study has established an analysis strategy that allows seeing points of sale in the ports. This study will compare three different continents, only to demonstrate the applicability of QFD and benchmarking. Still, the strategy can be used in ports that compete due to their proximity and location. Identifying the variables to be analyzed made it possible to establish a strategy to increase productivity.

There are many studies that analyze port productivity, but none try to standardize the variables to be compared in different scenarios. This study has compared three ports from three different geographical areas, using the same variables in all three cases. The study critically analyses the performance of three ports and proposes a strategy based on QFD and benchmarking research.

The purpose of this paper is to evaluate the reliability and signature reliability of solar panel k-out-of-n-multiplex system with the help of universal generating function.

Energy scarcity and global warming issues have become important concerns for humanity in recent decades. To solve these problems, various nations work for renewable energy sources (RESs), including sun, breeze, geothermal, wave, radioactive and biofuels. Solar energy is absorbed by solar panels, referred to as photovoltaic panels, which then transform it into electricity that can be used to power buildings or residences. Remote places can be supplied with electricity using these panels. Solar energy is often generated using a solar panel that is connected to an inverter for power supply. As a result, a converter reliability evaluation is frequently required. This paper presents a study on the reliability analysis of k-out-of-n systems with heterogeneous components. In this research, the universal generating function methodology is used to identify the reliability function and signature reliability of the solar array components. This method is commonly used to assess the tail signature and Barlow-Proschan index with independent and identically distributed components.

The Barlow-Proschan index, tail signature, signature, expected lifetime, expected cost and minimal signature of independent identically distributed are all computed.

This is the first study of solar panel k-out-of-n-multiplex systems to examine the signature reliability with the help of universal generating function techniques with various measures.

Drawing on dynamic capability theory, this study investigates how online–offline channel integration (OOCI) affects a firm's supply chain resilience and how such an effect is moderated by market turbulence and regulatory uncertainty.

A sample of 273 Chinese firms that conduct online and offline business and hierarchical regression analysis were used to examine the research model.

The results suggest that the effect of OOCI on supply chain resilience differs in terms of its dimensions (i.e. information integration, transaction integration and service integration). While information integration and service integration were positively associated with supply chain resilience, transaction integration had a non-significant relationship with supply chain resilience. Moreover, market turbulence negatively moderated the effect of transaction integration and positively moderated the effect of service integration. Regulatory uncertainty positively moderated the effect of transaction integration and negatively moderated the effect of service integration. Implications and suggestions for future research are discussed.

This study examines the effect of OOCI on supply chain resilience. It further explores the influence of market turbulence and regulatory uncertainty on the relationship between OOCI and supply chain resilience.