Quality Management Journal最新文献

{"title":"Emotional connection and customer orientation as moderators in improving the customer satisfaction–behavioral intention link: A moderated moderation service model","authors":"K. Boakye, V. Prybutok, Wesley S. Randall, K. Ofori","doi":"10.1080/10686967.2023.2211285","DOIUrl":"https://doi.org/10.1080/10686967.2023.2211285","url":null,"abstract":"Abstract Customer engagement is one of the significant operational and quality practices service providers use to build service experiential relationships with customers. The purpose of this paper is to examine the moderating role emotional connection and customer orientation play in customer relationship building. A quantitative survey method is carried out among 515 self-reported active members at a single fast-growing non-denominational faith-based organization in Southwestern United States. Using a hierarchical multiple regression to evaluate our research model, we find relationship satisfaction is positively associated with customers’ behavioral intention in doing business with a service firm, while emotional connection shows no moderating effect on such a relationship. However, we found a significant three-way interaction effect of relationship satisfaction, emotional connection, and customer orientation on behavioral intentions. Customer orientation strengthens and fortifies the relationship between satisfaction and behavioral intentions for customers with high emotional connection than for customers with low emotional connection. The focus on customer orientation and emotional connection provides a framework that can assist service firms develop quality operational strategies that target the emotions and feelings of customers to value the relationship while supporting service employees with quality operational practices and customer orientated activities to better manage customers.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"153 - 167"},"PeriodicalIF":0.0,"publicationDate":"2023-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46241232","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Editor’s overview","authors":"S. T. Foster","doi":"10.1080/10686967.2023.2172953","DOIUrl":"https://doi.org/10.1080/10686967.2023.2172953","url":null,"abstract":"Welcome to the 2 issue of the 30 volume of the Quality Management Journal. We are excited about this edition and further contributions to the lean and quality management literature. For readers of the Quality Management Journal, we would like to encourage you to cite these, and other articles published in the journal. This helps the journal and helps your research. We now have a beginning of an H score and want to see that improve though citations. This journal is a very rigorous journal with a 14% acceptance rate. We average about 23k annual downloads and reviews. Have a great spring and send us your best research. This issue includes 4 articles. The first article is Introducing Lean practices through Simulation: A Case Study in an Italian SME by Stefano Frecassetti (Department of Management, Economics and Industrial Engineering, Politecnico di Milano), Bassel Kassem (Department of Management, Economics and Industrial Engineering, Politecnico di Milano) and Kaustav Kundu (Department of Industrial Systems Engineering and Management, National University of Singapore, Singapore), and Matteo Ferrazzi (Department of Management, Economics and Industrial Engineering, Politecnico di Milano) and Alberto Portioli-Staudacher (Department of Management, Economics and Industrial Engineering, Politecnico di Milano). This article focuses on Lean in small and medium enterprises (SMEs). According to the authors, “This article would like to take that discussion from a different point of view, that of I4.0’s impact on proving the importance of implementing Lean in manufacturing companies. How do Lean tools and their integration impact SMEs’ process performance?\" Through a mixed-method approach of case study and simulation, this article shows the importance of implementing lean tools in a non-Lean company.” The second article is Industry 4.0 Readiness in West of Ireland Small and Medium & Micro Enterprises – An Exploratory Study by Dr. Olivia McDermott (University of Galway in Galway, Republic of Ireland), Stuart Nelson (University of Galway, Galway, Ireland), Jiju Antony (Khalifa University in Abu Dhabi, UAE) and Michael Sony (Wits Business School in Johannesburg, South Africa). “This study looks to understand the uptake of Industry 4.0 and digital technologies by Small and Medium Enterprises and Micro Enterprises in the West of Ireland with a focus on the challenges of Industry 4.0 as well as current integration levels of Industry 4.0. This study finds that there is a high level of awareness of Industry 4.0 and digitalization and its benefits within West of Ireland SME’s and Micro enterprises.” The third article is The Significance of Digital Waste in the Automation of Lean Practices by Jamila Alieva (Faculty of Engineering and the Environment, University of G€avle, G€avle, Sweden) and Daryl Powell (Norwegian University of Science and Technology, Trondheim, Norway). This study shows that “automating lean practices promises several opportunities for growth and comp","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"89 - 89"},"PeriodicalIF":0.0,"publicationDate":"2023-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48401842","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Industry 4.0 readiness in west of Ireland small and medium and micro enterprises – an exploratory study","authors":"Olivia McDermott, Stuart Nelson, J. Antony, M. Sony","doi":"10.1080/10686967.2023.2171325","DOIUrl":"https://doi.org/10.1080/10686967.2023.2171325","url":null,"abstract":"Abstract This study looks to understand the uptake of Industry 4.0 and digital technologies by Small and Medium Enterprises and Micro Enterprises in the West of Ireland with a focus on the challenges of Industry 4.0 as well as current integration levels of Industry 4.0. This study finds that there is a high level of awareness of Industry 4.0 and digitalization and its benefits within West of Ireland SME’s and Micro enterprises. However, a sizeable majority are not implementing any Industry 4.0 projects currently, nor is it a part of their strategy. 53% of participant organizations had implemented Lean, with 97% of those only implementing within the last 2 years. The challenges to Industry 4.0 were high costs, lack of state support and fear of choosing the wrong equipment/solution. This is the first empirical study on Industry 4.0 readiness within the West of Ireland Small, Medium and Micro Enterprise space which investigates the understanding of and the readiness for Industry 4.0 as well as the motivation and support required by these enterprises for Industry 4.0. Organizations, including government bodies, can use this study to understand the readiness for digitalization and Industry 4.0 in smaller enterprises as opposed to larger enterprises.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"105 - 120"},"PeriodicalIF":0.0,"publicationDate":"2023-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46116362","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Introducing Lean practices through simulation: A case study in an Italian SME","authors":"Stefano Frecassetti, B. Kassem, Kaustav Kundu, M. Ferrazzi, A. Portioli-Staudacher","doi":"10.1080/10686967.2023.2171326","DOIUrl":"https://doi.org/10.1080/10686967.2023.2171326","url":null,"abstract":"Abstract Lean is a management paradigm that focuses on respect for people and promises improvement in a company’s performance across sectors and sizes. SMEs, in particular, are a point of interest, considering that their malleability in bureaucracy allows for a more significant margin of continuous improvement application. Several organizational theories have gained advantages from technological innovation, and Lean is no exception. The relationships between Lean and new technologies have been studied throughout the years and gained particular interest in the years when Lean started to be integrated with Industry 4.0 (I4.0) to enhance firms’ performance. This article would like to take that discussion from a different point of view, that of I4.0's impact on proving the importance of implementing Lean in manufacturing companies. Through a mixed-method approach of case study and Simulation, this article will answer the identified research question: \"How do Lean tools and their integration impact SMEs’ process performance?\" by showing the importance of implementing Lean tools in a non-Lean company. The results show that Simulation can identify the Lean tools that benefit the company’s performance most. Managers could benefit from this study by highlighting which tool or combination to invest in according to the impact on operational performance.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"90 - 104"},"PeriodicalIF":0.0,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44756632","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Determinants of customer satisfaction in a B2B IT context – A structural equation modeling approach","authors":"G. Sureshchandar","doi":"10.1080/10686967.2023.2171324","DOIUrl":"https://doi.org/10.1080/10686967.2023.2171324","url":null,"abstract":"Abstract Customer satisfaction studies in a business-to-business (B2B) information technology (IT) industry have primarily focused on assessing satisfaction at the project level. However, software organizations are unique due to the complex nature of the supplier-customer relationships; therefore, the requirements of customers at the project and engagement levels are quite different and convoluted. This research identifies the determinants of customer satisfaction in an IT scenario, at an engagement level, and proposes a measurement instrument for the same. Furthermore, the relationships among the various determinants of customer satisfaction and their effect on overall customer satisfaction are investigated using the structural equation modeling (SEM) approach. The SEM model was tested for model fit and adequacy through various indices and measures, thereby confirming the theory behind the proposed model. The present research will help practitioners better understand the relationships among the various elements in customer satisfaction measurement and management in software organizations. This study is perhaps the first of its kind in applying the SEM approach for evaluating customer satisfaction in the B2B IT industry.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"135 - 149"},"PeriodicalIF":0.0,"publicationDate":"2023-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47029487","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The significance of digital waste in the automation of Lean practices","authors":"J. Alieva, D. Powell","doi":"10.1080/10686967.2023.2171323","DOIUrl":"https://doi.org/10.1080/10686967.2023.2171323","url":null,"abstract":"Abstract Lean manufacturing has experienced massive changes under the influence of Industry 4.0 as the automation of lean practices has become common among manufacturing companies in many countries and across different industries. Automating lean practices promises several opportunities for growth and competitiveness. One of the acknowledged key advantages of lean automation has been the significant reduction of waste. Meanwhile, there is also discussion of a new form of waste: digital waste. However, do companies consider digital waste a part of production waste? It is also unclear if the automation of lean practices is a trigger for digital waste with a negative impact on value creation. This paper aims to investigate companies with automated lean practices and the digital waste generated by these practices. The research is based on three case studies of manufacturing companies based in Sweden. The originality of the study identifies and highlights the significance of various forms of digital waste, which is of academic and practical relevance. The study indicates that there is digital waste in supplier-related lean practice—automated JIT delivery—specifically in product-oriented and service-oriented technologies. There is digital waste in internally related lean practice—automated set-up—specifically in process-oriented technologies. Finally, there is digital waste in customer-related lean practice—digitally involved customers—in product-, service-, and process-oriented technologies.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"121 - 134"},"PeriodicalIF":0.0,"publicationDate":"2023-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48556206","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Editorial note","authors":"Jiju Antony, Guilherme Tortorella, Michael Sony","doi":"10.1080/10686967.2023.2151305","DOIUrl":"https://doi.org/10.1080/10686967.2023.2151305","url":null,"abstract":"We take immense pleasure in bringing to our readers a special issue on Leans Six Sigma (LSS) and Industry 4.0 (I4.0). The advances in I4.0 have transformed modern organizations into digital ecosystems. The traditional functions of organizations have undergone significant changes due to digital transformation, radically changing the manner they design, manufacture, sell, distribute and maintain their products and services. Modern technologies such as Internet-of-Things, cloud computing, cyberphysical systems, big data analytics, among others, are used distinctly, in all the phases of the product life cycle. Present-day manufacturers are integrating new technologies into their production facilities and throughout their operations to achieve the new level in operational excellence and superior performance in quality and reliability. However, for achieving sustainable competitive advantage using modern technologies, operational excellence methodologies, such as LSS, have to be effectively integrated with I4.0 technologies. Antony et al. (2021) put forward a sand cone model to demonstrate the cumulative evolution of LSS methodology from LSS1.0 to LSS4.0. However, the integration of LSS and I4.0 has not been empirically investigated so there is uncertainty about how I4.0 and LSS support each other. The main objective of this special issue is further the research in this area. The following article is included in this edition: The first article “A systematic review of the integration of Industry 4.0 with quality-related operational excellence methodologies” is contributed to the special issue by Komkowski, T., Antony, J., Garza-Reyes, J.A., Guilherme, T. and Tanawadee, P.E. The authors through a systematic literature review (SLR) examine the common themes for integrating Industry 4.0 with qualityrelated Operational Excellence methodologies. They further provide a comprehensive overview of ‘what’ and ‘how’ to combine them in an initial integration process. This research presents a holistic view of Quality Management (QM) and I4.0 integrations. They critically analyze the literature from 2015 to 2021 and suggest future research opportunities in the area of I4.0 and various quality improvement methodologies such as Total Quality Management, LSS, and Business Process Management. Additionally, they study resources, capabilities, and other characteristics required for QM and I4.0 integrations. This study could be a starting point for future investigations. The second article “Industry 4.0 and Lean Six Sigma integration in manufacturing: A literature review, an integrated framework and proposed research perspectives” is contributed by Skalli, D., Abdelkabir, C., Cheraffi, A., Graza-Reyes, J.A., Antony, J. and Shokri, A. This is also a literature review; however, it explores the literature on lean management (LM), Six Sigma (SS), and I4.0 and its relationship. This study uses an SLR methodology along with bibliometric analysis to analyze 134 articles between 20","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"1 - 2"},"PeriodicalIF":0.0,"publicationDate":"2023-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44339269","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Lean Industry 4.0: Past, present, and future","authors":"P. Hines, G. Tortorella, J. Antony, David Romero","doi":"10.1080/10686967.2022.2144786","DOIUrl":"https://doi.org/10.1080/10686967.2022.2144786","url":null,"abstract":"Abstract This paper employs a real-time, open-question qualitative survey method to investigate the past, present, and future of the Lean Industry 4.0 field. A major trend is found in researchers moving from technological backgrounds such as engineering, or other STEM subjects, into more socio-technical departments and developing interests in wider areas such as people, supply chain, and sustainability. A holistic perspective of the field is presented including a call to commonise the researcher-favored term “Lean Industry 4.0.” An inclusive and detailed definition of Lean Industry 4.0 takes into account the different survey responses. A wide range of future research gaps is identified within the context of a first-of-its-type future research framework.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"64 - 88"},"PeriodicalIF":0.0,"publicationDate":"2023-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46403419","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A systematic review of the integration of Industry 4.0 with quality-related operational excellence methodologies","authors":"Tim Komkowski, J. Antony, J. Garza‐Reyes, G. Tortorella, Tanawadee Pongboonchai-Empl","doi":"10.1080/10686967.2022.2144783","DOIUrl":"https://doi.org/10.1080/10686967.2022.2144783","url":null,"abstract":"Abstract This study examines the common themes for integrating Industry 4.0 with quality-related operational excellence methodologies to provide a comprehensive overview of “what” and “how” to combine them in an initial integration process. In addition, the gaps in the present literature are aggregated, and a research plan for the future is proposed. The study is based on a systematic review of 37 papers published in academic journals between 2015 and 2021. Unlike previous reviews, this study concentrates on the “what” and “how” level of total quality management, Lean Six Sigma, and business process management as quality-related operational excellence methodologies integrated with Industry 4.0 to provide a practical perspective when executing their integration and implementation. Findings indicate a strong technical and data-driven integration focus across the three themes. Furthermore, modes of action as moderators of success were derived as initial variables to be included in quality-driven Industry 4.0 transitions. Identifying gaps in the present literature and defining a research agenda centered on operational principles opens up opportunities for future study with significant practical value.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"3 - 15"},"PeriodicalIF":0.0,"publicationDate":"2023-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48696346","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Industry 4.0 and Lean Six Sigma integration in manufacturing: A literature review, an integrated framework and proposed research perspectives","authors":"D. Skalli, A. Charkaoui, A. Cherrafi, J. Garza‐Reyes, J. Antony, A. Shokri","doi":"10.1080/10686967.2022.2144784","DOIUrl":"https://doi.org/10.1080/10686967.2022.2144784","url":null,"abstract":"Abstract This article explores the literature on lean management (LM), Six Sigma (SS), Industry 4.0 (I4.0) and their relationship. A systematic literature review (SLR) combined with bibliometric analysis was conducted to identify, select and evaluate articles and was supported by content analysis to classify papers into group-discussed clusters. A total of 134 articles were retrieved from relevant databases and publisher engines between 2011 and June 2022. The analysis of these articles enabled us to identify the impact of Industry 4.0 technologies on Lean SS; the relationship between LM, SS and Industry 4.0 and the implications of their combination on operational excellence. The results show that while a majority of researchers consider Industry 4.0 to be a driver of LSS and a prerequisite for helping companies access the data and analytics needed, others find them to be complementary and synergistic. Similarly, various authors support the idea that LSS could be a facilitator of Industry 4.0. This study provides an overview of the main research streams in this field and its shortcomings and presents an LSS4.0 framework integrating Lean SS and Industry 4 which will be of great value to academics and practitioners working in this area.","PeriodicalId":38208,"journal":{"name":"Quality Management Journal","volume":"30 1","pages":"16 - 40"},"PeriodicalIF":0.0,"publicationDate":"2023-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45825142","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}