آموزش مهندسی ایران (16072316)(23)pp. 63-76
تولید محصول با کیفت بالا و عاری از عیب از جمله اهداف استراتژیک محسوب می شود. که هر سازمانی را در دستیابی به سهم مناسب از بازار رقابت جهانی یاری می کند. این در حالی است که کاهش و حذف ضایعات در رسیدن به هدف مزبور نقش مهمی دارد. در این مقاله مدلی با عنوان " سیستم چرخه های تحقیق، روش و اجرا( IMI) معرفی می شود که حاصل تجارب و موفقیت های صنایع تولیدی ژاپن در زمینه بهبود مستمر مدیریت ضایعات است. این مدل شامل سه چرخه مرتبط به هم و هرکدام در بر گیرنده اجزای مربوط به خود است. جمع بندی مطالب حاکی از آن است که استفاده موفقیت آمیز الگوی ژاپنی نیازمند ادغام سیستماتیک مجموعه ای از تکنیک های کیفیت است. به بیان بهتر، این امکان وجود دارد که استفاده گزینه ای و منحصر به فرد تکنیک ها منجر به برخی نتایج مطلوب شود، ولی در نهایت موجب جلوگیری از بروز خطا و ایجاد نشدن ضایعات نمی شود. همچنین، از مزیت های مدل IMI می توان به ویژگی بهبود مستمر اشاره کرد که یکی از چرخه های سه گانه آن را نیز تشکیل می دهد. چون چرخه های کیفیت (QCS) یکی از مباحث مهم در مدیریت کیفیت فراگیر (TQM) و از جمله مدل های مشارکتی است که بهره گیری از کارکنانن را در راستای تسریع تحقق اهداف سازمانی موجب می شود، چگونگی تلفیق آنها با مدل IMI نیز معرفی شده است. به بیان بهتر، پیشنهاد نهایی این مقاله تلفیق مدیریت ضایعات با مدیریت کیفیت فراگیر را در قالب یک مدل جدید مشخص می کند.
International Journal of Productivity and Performance Management (17410401)74(1)pp. 139-162
Purpose: This paper proposes an approach for prioritizing Risk Mitigation (RMTG) approaches in perishable food Supply Chains (SCs). Design/methodology/approach: An integrative approach has been proposed, based on the risk typology and Supply Chain RMTG (SCRMTG) approaches literature review, integrating trending Failure Modes and Effects Analysis (FMEA), Quality Function Deployment (QFD) and Quadrant Analysis (QA). Risks are prioritized using Trending FMEA. SCRMTG approaches are prioritized by considering the prioritized risks using QFD and also based on their strategic importance and ease of Benchmarking via QA. The proposed approach has been examined in a dairy-manufacturing company. Findings: Findings indicated supplying the imported machine parts, old machines and delayed new product introduction, respectively, as the most prominent supply, process and demand risks and multiple sourcing, upgraded machinery, hiring skilled staff and training, collaboration with downstream partners as the highly prioritized SCRMTG approaches based on the strategic importance and ease of benchmarking. Research limitations/implications: The results of this study increase the awareness of SC managers and provide the company with a framework of risk management and the insights to manage SCRs in the dairy industry more effectively and efficiently. Originality/value: While the literature review indicates that only a few studies have been focused on prioritizing SCRMTG approaches concerning each type of SCRs, SCRMTG approaches are prioritized based on the SCRs type. Other innovations include QFD development based on the FMEA and SCRMTG approaches, considering the probability of risk occurrence, severity-impact cost and risk recovery duration in trending FMEA instead of the three risk factors in traditional FMEA. © 2024, Emerald Publishing Limited.
International Journal of Logistics Systems and Management (17427975)50(1)pp. 1-27
This paper aims to propose a multi-objective planning model to optimise the closed-loop supply chain network considering the circular economy concept. The intended mathematical model can view all aspects of sustainability, including economic, environmental, and social factors. Objective functions have become a one-objective planning problem using the additive weighing method. The designed mathematical model is solved by GAMS software. Designing a mathematical planning model to optimise the sustainable closed-loop supply chain network focusing on the circular economy concept and considering a framework for validation and solution of the developed model with an appropriate computational method are the main contributions in this paper. The results show that acceptable results are obtained by implementing the proposed model. Copyright © 2025 Inderscience Enterprises Ltd.
Purpose: Identifying and prioritizing the Design for Six Sigma (DFSS) critical success factors (CSFs), based on the supplier integration and process integration factors in the supply chain of the home appliance industry. Design/methodology/approach: The literature has been reviewed and the viewpoints of 20 experts in the relevant industry have been studied. The Pareto principle has also been used to select the most important factors obtained. Finally, to prioritize the most important selected factors of DFSS, a model has been developed with a two-stage Fuzzy House of Quality (FHoQ). To perform this research and consider that Polar Heating and Cooling Manufacturing Company (PHCMC) is one of the pioneers of the home appliance industry in recent decades in Iran, the supply chain of its chimneyless gas heater product has been considered as the case study. Findings: Findings indicated that the priorities of the CSFs of DFSS based on the definite weights obtained from the results of the research model are linking Six Sigma to suppliers, project management, linking Six Sigma to business strategy, linking to organizational learning, considering customer needs and management commitment, respectively. Also, the priorities of supplier integration factors based on the definite weights obtained from the model are suppliers’ partnership, information sharing, top management commitment and support, supplier strategic integration, cost, and supplier evaluation and selection, respectively. Practical implications: According to the findings, it is recommended that the design, research and development unit focus more on the processes and opinions of suppliers and with the special use of data categorization software such as MATLAB, it is also possible to improve the processes and optimize them in further integration of the supply chain. It is also possible to improve the suppliers’ integration in the supply chain with the help of correction analysis and improvement tools in the field of quality management. Originality/value: Supplier integration, process integration and DFSS are three strategic areas in supply chain management that have been addressed in this research, simultaneously. The use of two-stage FHoQ, in obtaining the priority design for the CSFs of DFSS, is one of the significant innovations of this study, which can be used for greater supplier integration and also to improve supply chain integration. © 2025, Emerald Publishing Limited.
Tehnicki Glasnik (18485588)19(3)pp. 489-496
The purpose of this study is to provide a theoretical framework that studies the mediating role of supply chain integration (SCI) in the relationship between total quality management (TQM) and innovation performance (IP). This Practical research was done by using the descriptive-correlation method. The statistical population of the study consisted of managers of SMEs in Golpayegan industrial town in Iran. The sampling method was simple random, and 137 companies were selected to determine the sample size by G*Power software. The validity of the questionnaires was confirmed using content and construct validity, and Cronbach’s alpha was used to assess their reliability. The data was analyzed by structural equation modelling in the SMART_PLS software. The research findings showed that TQM has a significant effect on IP and SCI. The impact of SCI on IP is also significant and positive. In addition, the mediating role of SCI in the relationship between TQM and IP was confirmed. © 2025 University North. All rights reserved.
International Journal of Organizational Analysis (19348835)32(2)pp. 373-396
Purpose: The purpose of this paper is to determine the attractiveness or unattractiveness of cyberloafing in the workplace using Q methodology and the Kano model. Design/methodology/approach: The perception of employees towards cyberloafing was investigated based on Q methodology, and then they were prioritized using Kano model. Ten IT companies were selected for the case study. In this study, a mixed method was used. First, 30 participants were interviewed. Next, after extracting the comments, Q-matrix was presented to 30 participants and they completed the matrix cells. Finally, Kano questionnaire was designed using the items obtained from Q methodology and distributed among 30 participants. Findings: Q methodology led to nine perceptions, and the priorities of Kano model were proponents of increasing employees' dependence on the internet, economic thinkers, the indifferent, dissatisfied, proponents of receiving information, self-control proponents, the profit-minded, mind destroyer and satisfaction-oriented. Cyberloafing is considered unattractiveness with adverse effects. The combination of Q methodology and Kano model can improve the analysis of the results. Originality/value: This study is one of the few studies in which Q methodology is improved by Kano model. In the past, Q methodology alone examined people’s perception, but by combining these two methods, it is determined which perception is more satisfying and which one is more important, and then a general result can be reached. © 2023, Emerald Publishing Limited.
International Journal of Productivity and Quality Management (17466474)43(2)pp. 157-180
This study aims to provide methodological insight for managing the strategic human resources risks. A mixed-method approach was conducted to detect and assess risks in small and medium ICT companies in two different cities in two Middle Eastern countries. In the quantitative phase, risks were detected, and then quantitative data were collected by two questionnaires and analysed by two methods: fuzzy and FMEA. Results show that the ICT companies in both cities are exposed to a set of strategic human resources risks, which fall under two main headings: vertical and horizontal misalignment. Finally, as a result, we presented the FMEA as a useful and valid assessing tool to measure the SHR risks. Developing a clear managing framework and focusing widely on the strategic HR risks using quantitative methods is a new addition to the HR literature. Copyright © 2024 Inderscience Enterprises Ltd.
Competitiveness Review (20513143)34(4)pp. 681-702
Purpose: This study aims to investigate the extent and pattern of the influence of one of the most important decision-making tools in the context of social commerce. This study demonstrates how much customer testimonials (including verified purchases and ordinary users) can influence the sales rank of experience and search goods. Design/methodology/approach: The data were collected by text mining and performing a content analysis on the XML documents of Web pages and processing them. For search goods, 22,311 opinions were recorded regarding 95 mobile phones. Additionally, for experience goods, 67,817 opinions were recorded regarding 162 books in the Amazon online store. The data were analyzed by functional regression method in longitudinal data analysis. Findings: In terms of importance, the opinions and recommendations of verified purchases had a 60% greater impact on the sales rank of experience goods than the opinions and recommendations of ordinary users. In search goods, the opinions of ordinary users had a greater impact than the opinions of verified purchases. The historical effect of the opinions of ordinary users at the end of the review period on sales rank was evident, while the historical effect of the verified purchase viewpoints during the review period had a nonlinear curve. The results showed that it was necessary to increase the volume of comments to increase their reliability in experience goods. Practical implications: Measuring the effect of customer testimonials helps the managers of retail websites design algorithms and online suggestion systems, thereby improving the sales of their products by providing information desired by customers. Social implications: Individuals can be a source of information and influence the buying decision process of others by sharing their experiences. This issue helps reduce the purchase risk and explains the importance of interaction and sharing the customer’s experience. Originality/value: Analyzing the impact of customer testimonials by separating verified purchases and ordinary users is one of the advantages of this study. The quantitative estimation of the impact of recommendations and the provision of a model of their historical effect is one of the approaches not addressed in similar studies. © 2023, Emerald Publishing Limited.
Khamoushpour, B.,
Sheikh aboumasoudi, A.,
Shahin, A.,
Khademolqorani, S. International Journal of Business Performance Management (13684892)25(5)pp. 720-739
The purpose of this research is to provide a new approach to measure, predict and ultimately improve service quality of all data and indicators affecting service quality simultaneously. In this research, two indicators of performance and gap of service quality have been used. The data mining model provided based on clustering has been used to segment and target users, and based on decision trees used to estimate service quality, and random forests have been used to predict service quality gap. The results of service with the decision tree showed that among the five indicators of service quality gap, guarantee, empathy and responsiveness indicators have more importance and among the five performance indicators, responsiveness time indicators, responsiveness ratio and problem-solving time have more importance. Knowledge and improving the quality of services extracted in this model can be implemented in various service organisations with different indicators. Copyright © 2024 Inderscience Enterprises Ltd.
International Journal of Quality and Reliability Management (0265671X)41(1)pp. 291-323
Purpose: This study aims to propose an integrated framework for analyzing the effect of lean and agile innovation on the lean and agile supply chains. Design/methodology/approach: The literature was reviewed and the dimensions of lean and agile supply chain/innovation were extracted. The statistical population included the managers and experts of pharmaceutical companies in Isfahan province. Eight pharmaceutical companies were selected. A researcher-made questionnaire was used to investigate the research variables. The face and content validity of the questionnaire and the data reliability were confirmed. After data collection, the studied companies were positioned in a two-by-two matrix and the associated data of two cells of the matrix, i.e. high lean supply chain/innovation and high agile supply chain/innovation were used for further statistical effect analysis using Smart-PLS. Findings: The research results indicated that with the improvement of lean innovation in pharmaceutical companies, the lean supply chain improved by 97.9%; and with the improvement of agile innovation, the agile supply chain improved by 97.1%. Practical implications: Considering lean innovation, pharmaceutical companies should deal with the process of conceptualizing innovation, and regarding agility strategy, their focus should be more on generating ideas to improve their agile supply chain. This study was performed during the COVID-19 pandemic and offers appropriate innovation strategies to improve the supply chain of pharmaceutical companies. Originality/value: The literature review implies that no research has been conducted on the selected and classified variables of this study. Also, using the positioning matrix before statistical analysis distinguishes this paper from similar studies. © 2023, Emerald Publishing Limited.
Total Quality Management and Business Excellence (14783363)35(11-12)pp. 1418-1438
Many approaches to requirements classification in the Kano model use strict categories defined in the past–attractive, onedimensional, must-be, indifferent, and reverse. This study aims to design a user-friendly tool for a relatively accurate understanding of the impact of customer requirements fulfillment on satisfaction and dissatisfaction. To date, no study has been published that systematically integrates the satisfaction and dissatisfaction effect of requirements without the need to specify categories of requirements. The proposed approach is based on defining the satisfaction potential (SP) and dissatisfaction potential (DP) of each requirement. Curve shapes for all valid categories in the 5 × 5 Kano evaluation sheet were used to determine SP and DP. At the same time, a new Kano evaluation sheet was designed containing predefined SP and DP values, which allow easier classification of requirements. A case study of requirements on restaurant services was used to validate the new approach. Results show higher accuracy and simplicity of the approach. © 2024 Informa UK Limited, trading as Taylor & Francis Group.
VINE Journal of Information and Knowledge Management Systems (20595905)54(3)pp. 531-560
Purpose: This study aims to investigate the effects of organizational culture factors on the selection of software process development models and develops a conceptual model for selecting and adopting process development models with an organizational culture approach, using 12 criteria and their sub-criteria defined in Fey and Denison’s model (12 criteria). Design/methodology/approach: The research hypotheses were investigated using statistical analysis, and then the criteria and sub-criteria were selected based on Fey and Denison’s model and the experts’ viewpoints. Afterward, the organizational culture of the selected company was measured using the data from 2016 and 2017, based on Fey and Denison’s questionnaire. Due to the correlation between the criteria, using the decision-making trial and evaluation technique, the correlation between sub-criteria were determined, and by analytical network process method and using Super-Decision software, the process development model was preferred to the 12 common models in information systems development. Findings: Results indicated a significant and positive effect of organizational culture factors (except the core values factor) on the selection of development models. Also, by changing the value of organizational culture, the selected process development model changed either. Sensitivity analysis performed on the sub-criteria implied that by changing and improving some sub-criteria, the organization will be ready and willing to use the agile or risk-based models such as spiral and win-win models. Concerning units where the mentioned indicators were at moderate and low limits, models such as waterfall, V-shaped and incremental worked more appropriately. Originality/value: While many studies were performed in comparing development models and investigating their strengths and weaknesses, and the impact of organizational culture on the success of information technology projects, literature indicated that the impact of organizational sub-culture prevailing in the selection of development process models has not been investigated. In this study, new factors and indicators were addressed affecting the selection of development models with a focus on organizational culture. Correlation among the factors and indicators was also investigated and, finally, a conceptual model was proposed for proper adoption of the models and methodologies of system development. © 2022, Emerald Publishing Limited.
Journal of Modelling in Management (17465672)19(6)pp. 1827-1848
Purpose: This paper aims to simulate vital corrective actions (CAs) affecting system availability through a system dynamics approach based on the results obtained by analyzing the causal relationships among failure modes and effects analysis elements. Design/methodology/approach: A stock and flow diagram has been developed to simulate system behaviors during a timeframe. Some improvement scenarios regarding the most necessary CAs according to their strategic priority and the possibility of eliminating root causes of critical failure modes in a roller-transmission system have been simulated and analyzed to choose the most effective one(s) for the system availability. The proposed approach has been examined in a steel-manufacturing company. Findings: Results indicated the most effective CAs to remove or diminish critical failure causes that led to the less reliability of the system. It illustrated the impacts of the selected CAs on eliminating or decreasing root causes of the critical failure modes, lessening the system’s failure rate and increasing the system availability more effectively. Research limitations/implications: Results allow managers and decision-makers to consider different maintenance scenarios without wasting time and more cost, choosing the most appropriate option according to system conditions. Originality/value: This study innovation would be the dynamic analysis of interactions among failure modes, effects and causes over time to predict the system behavior and improve availability by choosing the most effective CAs through improvement scenario simulation via VENSIM software. © 2024, Emerald Publishing Limited.
Izadi, E.,
Nikbakht, M.,
Feylizadeh, M.R.,
Shahin, A. International Journal of Disaster Risk Reduction (22124209)96
One of the most important issues in the Humanitarian Supply Chain (HSC) is the delivery of goods at the right time and at the right cost, the ability to track goods, and increase trust among supply chain members to increase synergy. This study explored the impact of Blockchain Technology (BT) in the HSC and the extent to which these goals are covered using a system dynamics model. To do this, first, the previous studies in the literature were reviewed. Then, the effective variables were determined by surveying the subject-matter experts. Furthermore, the relationships between the identified variables were evaluated by developing a cause-effect model. Then, by designing the stock-flow models and related tests, the relevant model was validated, and finally, two scenarios of the mild and server economic crisis were evaluated. For each scenario, three policies of using BT, increasing the workforce, and increasing the suppliers' transport capacity were reviewed. The results of simulating the model and the policies showed that using BT is the best policy to achieve the goals during a severe economic crisis. Furthermore, when the economic crisis is mild, if the demand for goods is very high, this policy is also effective. However, increasing the workforce is a more effective policy when the demand for goods is low. © 2023
International Journal of Productivity and Performance Management (17410401)72(7)pp. 2046-2068
Purpose: This study aims to propose a framework for identifying and measuring the gaps between evaluation and goal setting in service supply chain (SSC) processes towards planning and development of sustainable tourism aligned with the firm's real conditions and capabilities. Design/methodology/approach: By the concept of the service quality gap model, the existing gaps between auditors' evaluation and the managers' goals in SSC processes maturity were examined. Then, each of the designed gaps was measured considering the goals addressed by managers’ and auditors' evaluation. Finally, the strategy and priority of sustainable tourism planning and development were determined based on importance–performance analysis (IPA). Findings: The gaps caused by the expectations and perceptions of the firm about the dissatisfaction of managers regarding their addressed goals and the evaluation of auditors in the planning and development of sustainable tourism can be classified into three categories of goals gap, assessment gap and main gap. To improve the performance of the firm in each of the evaluation criteria under the results of IPA analysis, solutions were provided. Practical implications: Realistic evaluation and recognition of the capabilities of the organization's processes through the proposed framework can be effective in goal setting and sustainable tourism development policies. Originality/value: The framework proposed in this study can be a suitable approach for the balanced growth of all aspects of the firm in planning and developing sustainable tourism and helps firms in setting the right and logical goals. © 2022, Emerald Publishing Limited.
Iranian Journal of Management Studies (20087055)16(2)pp. 411-428
Customer experience has become a focus of study in the scientific community. Though the customer experience and its components are measured to define, the antecedents and dimensions of customer experience require a comprehensive assessment in developing countries such as Iran. For this purpose, 23 in-depth semi-structured interviews were conducted with the passengers of different Iranian airlines. In this attempt, seven dimensions of customer experience were identified - including sensory, emotional, cognitive, recognition, security, novelty, and relationship dimensions - through thematic analysis method. To identify the factors affecting the passenger experience, a list of factors was initially extracted from previous studies. The impact of the ambiance inside the airplane, marketing programs, staff, scheduling, planning and management actions, the scope of passenger choice, and physical facilities were extracted through the fuzzy Delphi method according to 10 experts' views. The purposed method and the findings therein would contribute to the efforts of researchers and marketing practitioners, airline managers, and travel agencies in identifying the existing challenges in the airline industry besides planning to develop modern airline infrastructure and competitive differentiation. © 2023 Iranian journal of Management Studies.
International Journal of Process Management and Benchmarking (14606739)13(1)pp. 145-156
Lean Six Sigma (LSS) is an effective quality improvement program. The deployment of LSS in organisations is done with significant investment as it has many benefits. As to higher education institutes (HEIs), this system has not been applied in the manner it should be. Identifying an appropriate project requires a precise analysis of the data to make all the selected projects in line with the organisation strategy objectives, and with the least uncertainty rate in implementation. Actually, the concern is not merely the application of LSS, but also the successful implementation of the best improving project. In this study, 133 main processes were identified in the determined four zones of the University of Isfahan, and assessed using the five Lean Six Sigma indicators clustered in SPSS Clementine 12.0 S/W based on the viewpoints of the managers and professionals of the zones. 19 out of 133 processes were found critical, with higher priorities in defining the Lean Six Sigma projects. While clustering is an appropriate approach for the identification of higher education institutes, it is not possible through the common methods. Based on the evaluation of the involved managers and professionals, the proposed approach is efficient, practical, and dynamic. Copyright © 2023 Inderscience Enterprises Ltd.
Khamoushpour, B.,
Sheikh aboumasoudi, A.,
Shahin, A.,
Khademolqorani, S. International Journal of Data Mining, Modelling and Management (17591163)15(3)pp. 255-274
The purpose of this study is to select and rank the indicators affecting service quality and minimise the service quality gap. In this regards, two famous methods of meta-heuristic algorithms, one genetic algorithm and the other particle swarm optimisation, and their combination with support vector machine, namely 'GA-SVM and PSO-SVM' are used. Also, two macro quality indicators, including five performance indicators and five service quality gap indicators from the SERVQUAL model are considered. GA-SVM algorithm has been used to select the effective indicators in service quality and PSO-SVM has been implemented to rank these indicators. The efficiency and accuracy of the presented approach were confirmed through implementation on a manufacturing company. According to the obtained data, the two performance indicators of the final time of service level and the level of response do not play an important role in measuring and improving the quality of services provided in the company. © 2023 Inderscience Enterprises Ltd.
Shahin, Arash,
Shahin, Arash,
Shahin, A.,
Shahin, A.,
Malekzadeh, N.,
Malekzadeh, N.,
Wood, L.C.,
Wood, L.C. TECHNOLOGY ANALYSIS & STRATEGIC MANAGEMENT (09537325)35(7)pp. 827-843
Given the dynamic nature of contemporary markets and the importance of innovation driving new sources of revenue, it is essential for firms to manage innovation to gain an advantage. However, the innovation process is complex and presents multiple strategies for success with little support for managers in selecting the most appropriate strategy. In this paper, a decision making grid (DMG) was developed for selecting between four strategies of closed, open, incremental and radical innovation, based on two time-dependent indicators of Mean Time to Innovate (MTTI) and Mean Time between Innovations (MTBIs). The two indicators were defined, weighted, and allocated to the cells of DMG using a heuristic method. Questionnaire responses from 106 knowledge-based companies were received in 2018 and the firms were positioned in the developed DMG. The companies' strategies were determined as 31 firms with closed, 16 open, 14 incremental, and 10 radical innovation strategies. Five different combined strategies were used by 35 companies. The DMG can be used by a technology park or incubator to assess and support companies or by managers seeking to enhance their innovation strategies.
International Journal of Productivity and Quality Management (17466474)39(1)pp. 20-41
This study aims to show how to optimise the combination of costs of quality in the product life cycle towards achieving robust product design. The Taguchi design of experiments and prevention, appraisal, failure (PAF) model of the costs of quality was applied for determining the optimal combination of the costs of quality in the product life cycle. Four product life cycle phases at four levels of quality cost were considered as control factors. Also, the signal to noise ratio (S/N) was calculated. Data was collected on the fridge product in a home appliance manufacturer. Findings indicated internal failure costs policy for the introduction and growth phases, prevention costs policy for the maturity phase, and appraisal costs policy for the decline phase. The proposed approach helps firms to manage their quality costs and their total costs more effectively. Copyright © 2023 Inderscience Enterprises Ltd.
Complexity (10762787)2023
Nowadays, any organization, in order to be aware of the desirability and quality of its activities, especially in dynamic environments, urgently needs an evaluation system to assess its system's performance and efficiency. In this study, the performance of production and service organizations has been evaluated according to the effect of knowledge management success factors and organizational agility on the success factors of total quality management (TQM (total quality management)). Considering that the two areas of knowledge management and organizational agility are among those influential on TQM and each has been examined separately in the previous studies in relation to it, none of the previous studies has focused on all these three areas together. Therefore, in the present study, in addition to evaluating the performance of organizations based on the success factors of TQM, we seek to identify the influential factors and success factors of each of the three areas of knowledge management, organizational agility, and TQM; then, the impact of knowledge management and organizational agility on the success factors of TQM is evaluated. To express the above-given relationship, group interpretive structural modelling (ISM (interpretive structural modelling)) techniques have been used to rank the components of each domain; also, fuzzy quality function deployment (FQFD (fuzzy quality function deployment)) technique has been applied to find the weight and relationship of the three mentioned domains by examining the independent and interface variables of the previous step. The weights resulting from two-stage house of quality have been used as the weights for the design of the two-stage data envelope analysis (DEA) model by the weight control method. Finally, the above-given factors in knowledge-based companies located in Khorramabad Science and Technology Park have been studied and the results have been expressed. © 2023 Neda Irannejad et al.
Human Systems Management (01672533)42(1)pp. 55-71
PURPOSE: This study aims to bridge the literature gap and provide a comprehensive and clear vision of managing Human Capital risk through an easy-to-apply risk management methodology. In addition, to provide an integrated process to manage Human Capital risks. METHODOLOGY: This paper conducted a mixed-method approach; risks were gathered by analyzing 14 semi-structured interviews with corporate leaders and HR expertise in 14 ICT companies in Isfahan. In the quantitative phase, variables were assessed by two methods; FMEA and Fuzzy analysis in 14 companies. FINDINGS: Results show that despite realizing the importance of human capital in achieving goals and competitiveness, companies are not ready to mitigate the Human Capital risks. Detected Risks are divided into behavioural and attitudinal risks. The Employees' demotivation, Leaving work after receiving the required training, and Lack of commitment to the delivery time or quality are the most urgent risks that should be mitigated as prior in the ICT companies in Isfahan. ORIGINALITY: This paper is one of the few studies that holistically dealt with Human Capital risks by providing practical and managerial strategies and recommendations to mitigate the risk exposure. This paper is also one of the leading studies in introducing the FMEA method in measuring this type of risk. © 2023 - IOS Press. All rights reserved.
TQM Journal (17542731)35(7)pp. 2052-2067
Purpose: This paper aims to revise the ideal ratio for selecting new products based on their qualitative analysis of desired/undesired functions. Design/methodology/approach: The Kano model has been integrated with the ideal ratio to select and prioritize the design of new products. First, the functional analysis method in value engineering was used to determine the attributes and functions of each product design. Then, the Kano model was used to determine the type of each product attribute and to use the desirable functions of attractive attributes, one-dimensional, must-be and undesirable functions of reverse attributes in the ideal ratio to select and prioritize the design of the product. To examine the application of the proposed approach, a gas instruments manufacturing company was investigated, and five new products were selected for the study. Findings: Based on the results, the product design of industrial regulator GS 77/22 was selected as the superior product and the digital diaphragm gas meter, ultrasonic gas meter, axial regulator and turbine gas meter had the second to fifth priority, respectively. Practical implications: The proposed method can help product designers determine product designs suitable for customers' expectations and provide a desirable prioritization of the product design in terms of their ideal ratio according to the customers. Originality/value: The proposed approach provides a more desirable prioritization compared with other prioritization methods based on customers' viewpoints. In the proposed method, the Kano model results in respecting customers, understanding community needs, respecting consumers' rights and increasing the organization's social responsibility, which will significantly increase the chance of product success in the market. © 2022, Emerald Publishing Limited.
Studies in Systems, Decision and Control (21984182)420pp. 547-560
While literature review indicates that ServQual has been widely used as an effective approach for measuring service quality and e-service quality, e-security as an important dimension of e-quality, in turn, includes different sub-dimensions and the ServQual approach could be developed to measure e-security quality. In this paper, literature has been reviewed related to e-security dimensions and a new approach has been proposed for measuring the quality of e-security, entitled e-SecQual. An example has been presented to explain how the proposed approach is applied. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
International Journal of Industrial and Systems Engineering (17485037)41(1)pp. 41-70
This study aims to identify and classify the performance indicators of a sustainable supply chain based on the Global Report Initiative (GRI) standard using multivariate analysis. Marjan Tile Company has been selected for the case study. Performance indicators of the sustainable supply chain have been reviewed and the GRI standard has been selected. Then, the value of each indicator has been measured using a questionnaire filled by the experts of the company. In the next step, the data has been analysed using multivariate analysis and principal component analysis (PCA). Findings on the classification of performance indicators indicated that human rights varied from nine sub-dimensions to three indicator clusters, and the indicators relevant to social dimensions of society scope and social scope of product liability varied from five sub-dimensions to three indicator clusters, implying the maximum and minimum variation of the clusters. Copyright © 2022 Inderscience Enterprises Ltd.
International Journal of Quality and Reliability Management (0265671X)39(8)pp. 1977-1995
Purpose: This paper aims to develop a system dynamics (SD) model to identify causal relationships among the elements of failure modes and effects analysis (FMEA), i.e. failure modes, effects and causes. Design/methodology/approach: A causal loop diagram (CLD) has been developed based on the results obtained from interdependencies and correlations analysis among the FMEA elements through applying the integrated approach of FMEA-quality function deployment (QFD) developed by Shaker et al. (2019). The proposed model was examined in a steel manufacturing company to identify and model the causes and effects relationships among failure modes, effects and causes of a roller-transmission system. Findings: Findings indicated interactions among the most significant failure modes, effects and causes. Moreover, corrective actions defined to eliminate or relieve critical failure causes. Consequently, production costs decreased, and the production rate increased due to eliminated/decreased failure modes. Practical implications: The application of CLD illustrates causal relationships among FMEA elements in a more effective way and results in a more precise recognition of the root causes of the potential failure modes and their easy elimination/decrease. Therefore, applying the proposed approach leads to a better analysis of the interactions among FMEA elements, decreased system's failure rate and increased system availability. Originality/value: The literature review indicated a few studies on the application of SD methodology in the maintenance area, and no study was performed on the causal interactions among FMEA elements through an FMEA-QFD based SD approach. Although the interactions of these elements are significant and helpful in risks ranking, researchers fail to investigate them sufficiently. © 2021, Emerald Publishing Limited.
International Journal of Productivity and Quality Management (17466474)36(2)pp. 242-264
In human resource management, the first approach is to select and recruit an employee in accordance with the organisational goals and strategies. This study aims to identify the dimensions influencing the selection of an appropriate employee. It is typically a qualitative research based on grounded theory and in-depth and semi-structured interview. To collect data, 14 human resource experts have been interviewed by applying purposive sampling. Data analysis has been performed in three stages of open coding, axial coding and selective coding; accordingly, the research qualitative model has been designed. Findings indicated 16 core concepts, 25 categories, and 40 sub-categories that have been designed and explained in the form of a paradigm model including causal conditions, contextual factors, intervening factors, strategies, and consequences. Finally, the dimensions of human resource management in the field of recruitment were explained with the ambidexterity approach. © 2022 Inderscience Enterprises Ltd.
Benchmarking (14635771)29(2)pp. 522-550
Purpose: This paper aims to propose an integrative economic model of the GRI (Global Reporting Initiative) and performance prism based on concurrent engineering and developed balanced scorecard (BSC). Design/methodology/approach: In this paper, the supplier aspect added to the basic BSC framework, a quality function deployment (QFD) developed in four phases and the economic GRI priorities were determined. Finally, the outcomes of QFD were used in Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) for ranking the economic indicators. Findings: The indicators of financial interpretation, risks and opportunities had the first rank in learning and growth, internal processes, customer and financial BSC aspects, and they had the second rank only in the suppliers' BSC aspect. Research limitations/implications: In this paper, merely the economic indicators of the GRI standard was studied, and no comparison was made between the variables of the other standards and the GRI standard. Originality/value: The most important contribution of this study is merging the supplier aspect and BSC based on the concept of suppliers, inputs, process, outputs and customers (SIPOC) in supply chain analysis. Achieving economic sustainability by a concurrent engineering approach is another novelty of this paper. The proposed model was examined in the tile and ceramic industry for the first time. © 2021, Emerald Publishing Limited.
Khamoushpour, B.,
Sheikh aboumasoudi, A.,
Shahin, A.,
Khademolqorani, S. International Journal of Productivity and Quality Management (17466474)37(2)pp. 226-245
This study aims to propose a new approach for service quality improvement through simultaneous measurement of all data and indicators affecting service quality and related to each service along with each other, and to find the importance and relationship between these indicators and suggesting service quality improvement solutions. The proposed model named quality mining is based on data mining in service quality. As a case study, all the one-year services registered by the information technology service management (ITSM) system of a manufacturing company have been analysed. Clustering, correlation, and rule learner data mining methods have been used in the studied organisation. Findings indicated a direct relationship between the performance of the organisation and satisfaction regarding the services provided. The improvement suggestions presented for the studied organisation were related to the performance improvement of employees/functions. The factors affecting service quality were also determined. Copyright © 2022 Inderscience Enterprises Ltd.
Studies in Systems, Decision and Control (21984182)420pp. 561-580
A literature review on 35 articles that are published between 2019 and 2020 are made. The focus is on studying the risk management in supply chain under the Covid-19 circumstances. 24 articles out of the 35 articles are directly related to this study. The biggest difference between the Supply Chain Management (SCM) threats and pandemic is that the impact of the pandemic will stay for a long period of time. There are a lot of articles considering resilience in SCM, while less studies are on its stability, robustness and viability. In order for a SCM to be viable, it needs to be stable, resilient and robust as well, based on vulnerability cycle and viability zone. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
Benchmarking (14635771)29(7)pp. 2313-2333
Purpose: After quality costing, most companies do not know how to invest in supplier quality improvement. This study aims to develop a comprehensive model for the effect of supplier quality criteria on supplier quality costs. Design/methodology/approach: The independent variable of supplier quality criteria and the dependent variable of supplier quality costs have been identified based on a literature review. Then a model has been developed for the effect of the variables. A questionnaire has been designed and distributed to 158 small and medium enterprises (SMEs) in Jey Industrial Town located in the Isfahan Province. Structural equation modeling and partial least square structural equation modeling (PLS-SEM) have been used for data analysis. Findings: Supplier quality criteria influenced supplier quality costs (with a value of 0.711). The results also implied that organizational quality had the highest impact. The appraisal costs and the internal failure costs of purchasing received most of the influence. Also, process quality and consequential costs of failure purchasing had the lowest influencing and influenced values. Practical implications: The findings of this research encourage the managers of SMEs to evaluate and rank the most appropriate quality criteria related to quality costs for selecting a supplier as one of the most fundamental decisions in supply chain management. Social implications: Appropriate selection of quality criteria influencing quality costs results in reduced quality cost. Quality cost reduction also results in decreased products' fixed prices. Ultimately, the company will have more competitive pricing, and consumers will benefit from such a significant advantage. Originality/value: Studying the influence of supplier quality criteria on supplier quality costs is relatively new in the manufacturing industry. The comprehensiveness of the investigated variables is also another advantage of the proposed model. © 2021, Emerald Publishing Limited.
Balouei jamkhaneh, H.,
Shahin, A.,
Parkouhi, S.V.,
Shahin, R. TQM Journal (17542731)34(1)pp. 125-144
Purpose: This study aims to identify the drivers of human resource empowerment in understanding the new concept of Quality 4.0 in the digital era. Design/methodology/approach: First, the literature of quality management evolution in the fourth industrial revolution (Industry 4.0) and the position of the required workforce in Quality 4.0 were reviewed and then by using the opinions of experts and managers of Knowledge-Intensive Business Services (KIBS) firms, a set of driver effects on the readiness and ability of human resources was identified in the context of Quality 4.0. After identifying the drivers, cause-and-effect relationships among these drivers were investigated using the Grey DEMATEL technique. Findings: A total of 29 Quality 4.0 drivers of readiness and workforce ability were identified, based on multiple interactions of quality management in different stages of the production cycle. They were divided into new valuation approaches, composite dimensions, team creativity and thorough inspection. “Technical abilities and capability to solve problems” was identified as the most significant driver. Practical implications: Findings help KIBS firms to take necessary measures and plans. Consequently, they can increase the readiness and ability of human resources based on the changes in managing Quality 4.0. Also, considering the importance of each driver, they will be able to take a step towards total quality improvement. Originality/value: Despite extensive research on the subject of the fourth Industrial Revolution, research on the human aspects required for managing Quality 4.0 is limited. This study was performed to examine the cause-and-effect relationships between human resource drivers to adapt to the changes in Quality 4.0. © 2021, Emerald Publishing Limited.
Studies in Systems, Decision and Control (21984182)420pp. 599-616
A procurement system is a crucial part of supply chain management in firms. International companies are looking forward to how much it is possible to save through implementing the strategies of e-procurement fully. In this paper, we study e-procurement and its application along with its added value for the firms. In addition, we discuss its drivers and barriers as well as demonstrating a supplier selection framework. We also adopt Critical Success Factors (CSF) for e-procurement. Findings indicate that e-procurement will decrease lead time, providing agility for the supply chain management. Added values are: strategic, operational and opportunity which varies depending on to what extent each organization emphasizes it and implements it. E-procurement systems implementation is hard due to its barriers by various technologies, varied organizational culture and changing users’ interacting skills with Information systems/technologies. E-procurement is a complex system in firms and firms’ staff are the main contributors of the technology. We need to write down the hierarchy tree and have a category titled “electronic transaction” that can help for quantitative decision making for the supplier selection in the e-procurement process. We found that all of the CSFs are not crucial in all of the firms and indicators for performance should be categorized into firms’ structures, managerial criteria, and key activities. These three indicators are strongly interrelated. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
Balouei jamkhaneh, H.,
Shahin, R.,
Shahin, A.,
Yarmohammadi, M.A. International Journal of Productivity and Quality Management (17466474)32(4)pp. 413-439
This paper aims to propose a framework for identifying and prioritising software features of CMMS success factors. In order to achieve this goal, we tried to identify customers and users' requirements of this software using a two-stage QFD approach and suggest features and specifications for new products and services afterwards. The results of this study represent that the most important CMMS software features that can greatly influence the success of CMMS implementation are: possibility to use in multiple locations, simplicity and being user friendly (the use of shareholders from the software menu), facilities for computing external maintenance costs and automated reorder. In this research, a systematic structure is proposed to improve the process of choosing the right CMMS software and its development. The CMMS software requirements are tailored to the company's maintenance goals which contribute positively to the value of organisational processes. © 2021 Inderscience Enterprises Ltd.
Shahin, A.,
Labib, A.,
Haj shirmohammadi, A.,
Balouei jamkhaneh, H. International Journal of Quality and Reliability Management (0265671X)38(2)pp. 628-645
Purpose: The aim of this study is to develop a 3D model of decision- making grid (DMG) considering failure detection rate. Design/methodology/approach: In a comparison between DMG and failure modes and effects analysis (FMEA), severity has been assumed as time to repair and occurrence as the frequency of failure. Detection rate has been added as the third dimension of DMG. Nine months data of 21 equipment of casting unit of Mobarakeh Steel Company (MSC) has been analyzed. Then, appropriate condition monitoring (CM) techniques and maintenance tactics have been suggested. While in 2D DMG, CM is used when downtime is high and frequency is low; its application has been developed for other maintenance tactics in a 3D DMG. Findings: Findings indicate that the results obtained from the developed DMG are different from conventional grid results, and it is more capable in suggesting maintenance tactics according to the operating conditions of equipment. Research limitations/implications: In failure detection, the influence of CM techniques is different. In this paper, CM techniques have been suggested based on their maximum influence on failure detection. Originality/value: In conventional DMG, failure detection rate is not included. The developed 3D DMG provides this advantage by considering a new axis of detection rate in addition to mean time to repair (MTTR) and failure frequency, and it enhances maintenance decision-making by simultaneous selection of suitable maintenance tactics and condition-monitoring techniques. © 2020, Emerald Publishing Limited.
Niroumand, M.,
Shahin, A.,
Naghsh, A.,
Peikari, H.R. Creativity and Innovation Management (09631690)30(2)pp. 348-367
This study aims to develop a model for the enablers, critical success factors (CSF) and barriers to frugal innovation (FI). A systematic literature review (SLR) conducted on 372 documentaries of five databases and semistructured interviews conducted with active industrial and academic experts in the innovation field. Then, factors obtained from SLR and interviews placed in two questionnaires with Likert spectrum and the questionnaires were submitted to 200 convenient samples to determine the importance of factors and then ranked through the Friedman test. Based on the findings, ‘optimization of energy consumption in industries, collaborating with local companies, management supports, paying attention to the needs of the local market and reducing the profit margin’ are among the enablers and CSFs of FI. ‘Lack of business acumen among local partners, senior management reluctances, challenging in R&D, challenges of prototyping in product development and currency fluctuations’ are among the barriers of FI. © 2021 John Wiley & Sons Ltd
Barforoush, N.,
Etebarian, A.,
Naghsh, A.,
Shahin, A. International Journal of Innovation Science (17572223)13(5)pp. 645-663
Purpose: Many industries accomplish green innovation for sustainable development, but it should play a significant role in the sustainable development and implementation of an organizations benefit. The purpose of this paper is to examine if green business innovation in terms of technology, organization, stakeholder and policies is able to develop competitive advantages. Design/methodology/approach: This study was carried out in two stages and covered 4 variables and 21 indicators. Based on the experts’ opinions and literature review, a self-administered questionnaire was distributed among 113 experts of oil refining companies in Iran. The data were analyzed by the structural equation modeling technique. Findings: The results indicated the effects of organizational factors, legislation, regulations and technology on green innovation. They also revealed the role of green innovation in reaching competitive advantages. Moreover, the relationship between stakeholder and green innovation was investigated. Practical implications: The findings provide guidance on how firms can be better prepared for green innovation and get the most out of it and deal with the risks involved in green innovation, it is important that companies evaluate organization, technology and environment readiness and formulate corresponding strategies. Such a proactive approach can help enterprise control and minimize the risks of green innovation. A self-evaluation of the green innovation readiness of an enterprise helps the enterprise establish a mechanism to keep track of technological evolution. Originality/value: This study contributes to the emerging field of green innovation which embed organization, technology, stakeholders, legislation and flows of the value created, delivered and captured in a value network. It also highlights the gaps in addressing the challenges of an innovative model for competitive advantages and suggests avenues for future research. © 2021, Emerald Publishing Limited.
International Journal of Business Excellence (17560055)25(1)pp. 97-109
Today, the environment and its protection have become critically important for business excellence. Since automobile companies can have a significant impact on the improvement of energy consumption and environmental protection, the aim of this study is to evaluate green marketing in the automobile industry and its impact on customer trust. For this purpose, a questionnaire has been developed and used for data collection. The variables of green marketing included price, product, promotion, and place and the variables of customer trust included competency, benevolence, and honesty. Findings indicated a positive and significant influence of green marketing on customer trust and green purchase intention. Among the elements of marketing mix, price had the strongest influence on customer trust and green purchase intention; and among the customer trust variables, honesty had the strongest influence on customer green purchase intention. Copyright © 2021 Inderscience Enterprises Ltd.
Mortazavi, M.A.,
Amindoust, A.,
Shahin, A.,
Karbasian, M. Management and Production Engineering Review (20821344)12(1)pp. 108-118
So far, numerous studies have been published on the selection of appropriate maintenance tactics based on some factors affecting them such as time, cost, and risk. This paper aims to develop the TRIZ contradiction matrix by explaining the dimensions and components of each of the following Reactive maintenance tactics. The related findings of previous studies were analyzed by adopting “Rousseau and Sandoski” seven-step method to identify and extract the relationships between TRIZ principles and Reactive maintenance tactics. Thereafter, 5 Reactive maintenance tactics were replaced TRIZ's 40 principles in the TRIZ contradiction matrix. Finally, the ANP method were used to extract and prioritize the appropriate Reactive maintenance tactics. The proposed matrix in this research was used in the desalination section of one of the oil companies to select on the appropriate Reactive maintenance tactics. The results of this research is useful for managers and maintenance specialists of units in making decisions to provide appropriate Reactive maintenance tactics for the desired equipment. © 2021 The Author(s). This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/)
International Journal of Procurement Management (17538432)14(4)pp. 487-504
This study is aimed at selecting the location of warehouses and the distribution of goods in a distribution network using fuzzy TOPSIS and fuzzy AHP methods. According to experts, several potential areas for Esfahan Steel Company warehouses were identified to test the model. The statistical population of this study includes all cities in the country. The purpose of this study was to determine the location of warehouses and the distribution of goods in a distribution network. Fuzzy TOPSIS and fuzzy AHP methods have been used for this purpose. The main findings indicate that six cities of Tehran (Khorasan Road), Shiraz, Kerman, Mashhad, Rasht, and Hamadan are suitable as central warehouses of Esfahan Steel Company. Also, to commercialise the proposed priorities, six suggestions including branding, rail freight development, defining new delivery terms, defining the goals and strategies of warehouses and agencies, controlling virtual needs, and blocking products in warehouses are presented. Copyright © 2021 Inderscience Enterprises Ltd.
TQM Journal (17542731)33(1)pp. 163-181
Purpose: In this study, an integrative approach of customer satisfaction and cost of quality has been proposed for the value analysis of products based on a cost–benefit ratio. Design/methodology/approach: For the integrative approach, Kano and prevention-appraisal-failure (PAF) models have been applied. By the proposed approach, the value of products can be analyzed according to customer viewpoints and cost of quality. Four products of a home appliance company have been used to examine the new approach. Findings: Findings indicate the priorities of the studied products as stove, TV, fridge and washing machine, respectively. Such a set of prioritized products plays a strategic role in the competitive advantage of the studied company. Research limitations/implications: In this study, the weights of the cost of quality items have been assumed as equal. Also, the costs of quality items were limited to the most important ones at the studied company. However, more cost of quality items might be considered in different case studies. Originality/value: In this study, the Kano and PAF models have been considered simultaneously for product value analysis from the viewpoint of customers. In addition to the classic method of value analysis which is merely based on previous events, the proposed approach is typically proactive. © 2020, Emerald Publishing Limited.
International Journal of Business Innovation and Research (17510252)25(1)pp. 51-77
The purpose of this study is to propose a conceptual model of influencing and influenced factors of open innovation in universities. This study is typically qualitative based on thematic analysis. First, the contexts of books and journals and conference articles have been extracted to find the influencing factors and influenced factors of open innovation. Then, university managers and experts have reviewed the discovered components and confirmed/rejected them using Delphi technique. Findings indicated that the influencing factors of merging and acquisition, communication and interactions, research and development, management style, internal organisational factors, axial technology, knowledge management and organisational innovation have had the highest frequency. In addition, value creation, creating growth and change, financial benefits and competitive advantage have been introduced as the influenced factors; thereby a conceptual model of open innovation has been developed for universities. Copyright © 2021 Inderscience Enterprises Ltd.
International Journal of Services and Operations Management (17442370)40(3)pp. 305-323
The aim of the study is to find how a framework could be developed for selecting the relevant strategy and policy of maintenance by TOPSIS and weighted mean approaches. For this purpose, first maintenance criteria and KPIs have been weighted; and then, maintenance strategy and policy have been selected. Esfahan Steel Company (ESCO) has been selected as the case study where in, the proposed approach has been examined. Statistical population included maintenance experts and managers of the company. TOPSIS and weighted mean approaches have been used for analysis. Findings imply that the strategy of preventive maintenance and policy of proactive maintenance have been selected and suggested to ESCO for decision making with the weights of 144.86 and 162.84, respectively. Copyright © 2021 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)32(2)pp. 246-264
The aim of this study is to identify the conformity level of decision makers’ perception of customer needs and indicators of satisfying customers. For this purpose, the marketing and sales department of Esfahan Steel Company (ESCO) was selected for case study. The statistical population included clients and decision makers of the company. Technique for order of preference by similarity to ideal solution (TOPSIS) was used for data analysis. Main findings revealed that decision makers do not properly understand clients’ demands and expectations; and the actions have been taken based on imaginations rather than realities arising from customers’ expectations. Furthermore, there is no suitable process through which the customer priorities influence organisation’s strategies. Customers’ expectations were ranked and the results were taken for proposing priorities in developing suitable strategies and plans for continuous improvement. Copyright © 2021 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432)14(1)pp. 126-145
The aim of this study is to determine and separate the critical success factors (CSFs) of enterprise requirements planning (ERP) into causes and effects. For this purpose, literature has been reviewed and the branches of a bank have been selected. Based on a pair wise comparison questionnaire relevant to the decision making trial and evaluation (DEMATEL) technique; the collected data has been analysed. Findings indicated that project management, education, commitment and support of the senior managers are among the cause variables and technology infrastructure, planning and business perspective, communications, change management, and participation of the groups are among the effect variables. By applying the approach of this study, service firms such as banks and particularly the studied bank can better implement their ERP projects. Copyright © 2021 Inderscience Enterprises Ltd.
Barforoush, N.,
Etebarian, A.,
Naghsh, A.,
Shahin, A. Global Journal Of Environmental Science And Management (23833866)6(2)pp. 233-244
A carbon-based industry, such as oil refinery, needs to change its business model to achieve a green business. Considering the existing too much data, the modeling procedure is complex. Therefore, combination of the Fuzzy Delphi method and System Dynamics can be considered to cover this complexity. The starting point in this work is literature review of prior studies on the same common topic and green business, and it relies on a Fuzzy Delphi method to define main parameters. Based on the experts' opinions, management support (0.78), cost (0.77), knowledge management (0.73), quality (0.64), staff training and empowering (0.63) customer satisfaction (0.63), environmental plan (0.61), production and process design (0.58) as well as suppliers (0.35) are the determining parameters in modeling green oil refining industry, respectively. Application of the results of the scenarios proposed based on importance illustrates the increasing share of the green business financial resource in considerable growth (39 %) of applying the green business model by 50% chance. Financial investing in the recycling plan leads up to a positive effect (43%) by almost equal chance of 50%-100%. Investing in staff training and empowerment leads to 37.5 % growth in exploiting the green business model with 50% chance. In conclusion, the oil refining organizations must pay attention to the above-mentioned part of their business to generate income and save environmental resources. ©2020 GJESM.
Journal of Industrial and Production Engineering (21681023)37(8)pp. 422-433
Effective adoption and implementation of green initiatives in greening a supply chain are threatened by several risks. Hence, investigating appropriate responses to mitigate risks is needed by most companies. The aim of this study is to propose a new approach for prioritizing the risks of Green Supply Chain (GSC) in a fuzzy environment. For this purpose, a fuzzy Multi-criteria Decision-Making (MCDM) approach is proposed for which, a systematic methodology is conducted by integrating a fuzzy decision-making trial and evaluation laboratory (DEMATEL) and fuzzy technique for order of preference by similarity to ideal solution (TOPSIS). The proposed approach makes the use of fuzzy DEMATEL in order to evaluate the weights of risk criteria. Then, the responses of GSC’ risks are assessed and ranked based on six main risk categories and 12 criteria. To highlight the real-life applicability of the proposed approach, an empirical case study is conducted. © 2020 Taylor & Francis Group, LLC.
Journal of Manufacturing Technology Management (1741038X)31(4)pp. 799-824
Purpose: This study aims to develop a comprehensive set of determinants and sub-determinant of eco-innovation (EI) and to propose an approach for their structuring and prioritisation. Design/methodology/approach: A framework was developed based on a literature review, interpretive structural modelling (ISM) was used to structure the main determinants and the results were transferred into a six-phase quality function deployment (QFD) for prioritising the sub-determinants. The statistical population included 15 experts and the middle/top managers of 130 knowledge-based companies. Findings: Based on the results of the driving power and dependence diagram from the ISM, a seven-level classification of the main determinants has been used. The QFD results indicated ‘meeting environmental law standards’; ‘scale to support innovative strategies’; ‘commitment to continually improve and make eco-innovations’; ‘technological advisory oriented to environment’; ‘product and process EI oriented methods’; ‘improvements in energy efficiency across the company and the market’ and ‘reputation, brand image, and profit margin’ as the priorities of the sub-determinants of eco-innovation in the phases of the developed QFD. Practical implications: The findings of this study provide evidence of the usefulness of decision-making approaches such as ISM and QFD in resolving environmental problems, which is helpful to analysts and practitioners in the field of EI. Originality/value: The novel ISM+EID2 approach proposed distinguishes this study from previous studies. The approach allows elaboration on the model presented by de Pacheco et al. (2017) by adding nine empirically derived sub-determinants. © 2020, Emerald Publishing Limited.
International Journal of Business Innovation and Research (17510252)22(1)pp. 69-86
In recent years, relatively few scholars and practitioners have worked on the subjects of evaluating intellectual capital, particularly continuous and comprehensive evaluation of brands and almost all of the studies are confined solely to the financial or customer-based perspective. Since excellence models provide a comprehensive basis for performance improvement and benchmarking, the aim of this study is to propose a holistic model for brand excellence and to propose an implementation guideline intending to fill the gap between theory and practice of systems thinking in brand management. The model offers a structured approach about how to exploit brand strengths and how to classify or prioritise areas of improvement. A case study is presented to illustrate the capability of the proposed model. Copyright © 2020 Inderscience Enterprises Ltd.
International Journal of Quality and Reliability Management (0265671X)38(8)pp. 1833-1857
Purpose: The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify customers into more accurate segments. Design/methodology/approach: The present study offers a look at the three most commonly used approaches to assessing customer loyalty:net promoter score, loyalty ladder and loyalty matrix. A survey on the quality of restaurant services compares the results of categorizing customers according to these three most frequently used approaches. Findings: A new way of categorizing customers through loyalty priority number (LPN) is proposed. LPN was designed as a major segmentation criterion consisting of customer loyalty rate, frequency of purchase of products or services and value of purchases. Using the proposed approach allows to categorize customers into four more comprehensive groups: random, bronze, silver and gold – according to their loyalty and value to the organization. Practical implications: Survey will bring a more accurate way of categorizing customers even in those sectors where transaction data are not available. More accurate customer categorization will enable organizations to use targeting tools more effectively and improve product positioning. Originality/value: The most commonly used categorization approaches such as net promoter score, loyalty ladder or loyalty matrix offer relatively general information about customer groups. The present study combines the benefits of these approaches with the principles of FMEA. The case study not only made it possible to offer a view of the real application of the proposed approach but also made it possible to make a uniform comparison of the accuracy of customer categorization. © 2020, Peter Madzík and Arash Shahin.
Benchmarking (14635771)28(4)pp. 1164-1185
Purpose: The main purpose of this study is to develop a model for prioritizing the critical success factors (CSF) of enterprise resources planning (ERP) based on the enablers of organizational agility (OA). Design/methodology/approach: First, the CSFs of ERP and the enablers of OA have been identified and classified using Decision-Making Trial and Evaluation Laboratory (DEMATEL), and then a three-phase quality function deployment (QFD) model has been designed to prioritize the influencing and influenced criteria. The proposed approach has been examined in the banking sector. Findings: Major findings indicated that organizational structure, IT technology infrastructure, and commitment and support by top managers were selected as indicators with top priority. Research limitations/implications: Research variables were limited to the enablers of OA and the CSFs of ERP; analysis was time-consuming due to the interconnected multiple QFD phases, and findings were limited to the selected branches of a bank. The bank managers were suggested to enhance their commitment and support toward ERP. Also, it was recommended to the managers to evaluate their organizational structure and empower it as much as possible toward the fulfillment of customers' requirements and customers' expected agility. Originality/value: The development of the QFD matrices and dividing the factors of each research variables into influencing and influenced factors distinguished this study from the literature. © 2020, Emerald Publishing Limited.
Journal of the Operational Research Society (01605682)71(5)pp. 800-812
The aim of this study is to modify and enhance the quantitative/mathematical features of both computational and analytical aspects of the process failure modes and effects analysis (FMEA). For this purpose, a hybrid approach including the Fuzzy Logic-based FMEA (FFMEA) and collective process capability analysis (CPCA) has been developed in three phases. First, failure modes have been defined based on lack of quality in quality characteristics under investigation, and then, they have been prioritised using FFMEA. Second, the most critical failure has been selected for statistical analysis using CPCA, leading to the corrective actions in the third phase. The proposed approach was investigated in an electrical-equipment-manufacturing company. Findings indicated that the diameter deviation in Insulator A was the most critical failure effect caused by a rightward mean shift of 0.32 cm. In addition, Cpk has been improved from 0.41 to 1.12, and defective products have been reduced from 115,083.09 to 336.98 parts per million. © 2019, © 2019 Operational Research Society.
Niroumand, M.,
Shahin, A.,
Naghsh, A.,
Peikari, H.R. International Journal of Innovation Science (17572223)12(1)pp. 1-20
Purpose: This paper aims to propose a framework for the dimensions of frugal innovation enablers in small and medium-sized enterprises (SMEs). Design/methodology/approach: A mixed research approach has been applied. First, by a comprehensive literature review, the most important factors influencing frugal innovation have been identified. Then, an interview has been conducted with 18 experts who were selected by snowball sampling method. In the next step, all identified variables have been modified in a questionnaire with 48 factors, which were distributed to 200 employees and managers of SMEs in the home appliance manufacturing industry of Isfahan province, who were selected by non-random sampling. Data has been analyzed using SPSS-25 software for exploratory factor analysis. Findings: Findings indicated that the most important enablers of frugal innovation are world-class design, human aspect, marketing, support, knowledge, social aspect, prototyping, cultural aspect, environmental aspect, distinct brand creation, core functions focus, local R&D, cost-cutting business model and low-cost production. Practical implications: The proposed framework provides an effective basis to managers and decision-makers in the field of frugal innovation to evaluate their capabilities in implementing frugal innovation, the results of which are helpful in developing a roadmap for achieving frugal innovation in SMEs and particularly in home appliance manufacturing companies. Originality/value: The comprehensive framework of this study has not been applied, developed or studied in the literature. The proposed framework provides new insights for future studies on the subject of frugal innovation, e.g. investigating the influence of frugal innovation on frugal innovation performance. © 2020, Emerald Publishing Limited.
International Journal of Procurement Management (17538432)13(3)pp. 419-441
The objectives of this study are threefold: to identify the three factors of supplier sustainability; to calculate the gap ratio of the three factors; and to prioritise the gaps in terms of their importance ratings. For this purpose, a healthcare service supplier has been investigated as a case study. Base on literature review, the indicators of the three factors of supplier sustainability of healthcare service have been identified and confirmed using content validity analysis. Then, by calculating the expectation and perception of indicators, the gap of the three factors of supplier sustainability has been computed and finally, the gaps have been prioritised in terms of their importance ratings. Findings indicated that the supplier under study had a negative gap in all of the indicators of the three factors of sustainability and its highest and lowest gaps were related to the economic and environmental factors, respectively. © 2020 Inderscience Enterprises Ltd.
International Journal of Sustainable Engineering (19397038)13(6)pp. 463-472
This study aims to evaluate the Green Supplier Development Programs (GSDPs) for greening a supply chain. However, this problem is threatened by restricted quantitative information, the specific context of the organisation, lack of prior experience and varying supplier backgrounds. In this paper, we propose a fuzzy integrated Multi-Criteria Decision-Making approach for investigating and prioritising GSDPs. The approach is developed by integrating fuzzy Decision-Making Trial and Evaluation Laboratory (DEMATEL), fuzzy Analytic Hierarchy Process (AHP) and Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methods. First, fuzzy DEMATEL is applied to determine the main green factors, then the fuzzy AHP method is used to acquire the local weights of criteria, and finally, the GSDPs are prioritised based on the green factors by fuzzy TOPSIS. The proposed approach is employed to estimate GSDPs of the painting companies. The outcomes indicate that ‘requiring ISO 14,000 certification for suppliers? and ‘building top management commitment for suppliers for green supply practices’ have the highest and lowest impact on improving the environmental performance of suppliers, respectively. It is also concluded that ‘green procurement’ measure has the highest effect on prioritising the GSDPs. © 2020 Informa UK Limited, trading as Taylor & Francis Group.
Competitiveness Review (20513143)pp. 315-338
Purpose: This paper aims to assess the contribution of competitiveness factors in how small and medium-size enterprises (SMEs) would access competitive advantage (CA) by focussing on industry structure and devise a conceptual model thereof. Design/methodology/approach: The enterprises from three industries consisting of knowledge-based, single-use medical device producers and construction stone cutting each with different structures were assessed. The method is qualitative and quantitative where grounded theory and exploratory factor analysis (EFA) are applied. The initial survey involves 36 deep semi-structured interviews with some of the top managers of each of the three selected industries and a questionnaire distributed among 158 individuals with 46 structured questions. Findings: The findings indicate that the micro-competitiveness factors are more contributive in achieving CA than macro factors as follows: in knowledge-based enterprises, customer relationship management (CRM), goods/services features and knowledge management are the most important variables. As to single-use medical device production industry, the sales force, sales promotion, and CRM are the most effective factors. Regarding construction stone-cutting industry, quality of the stone, sales promotion, and advertisement play the same role. The results of the EFA indicate that the three impressive factors, including capabilities of the enterprises, strategies of the enterprises and macro factors, are the extracted factors. Practical implications: The findings here would assist SMEs’ managers in identifying the most essential factors in accessing CA. Originality/value: The innovation of this study is that although there exist many studies on SMEs and their CAs, this study seeks the models of CA among SMEs in industries with different structures. © 2020, Emerald Publishing Limited.
International Journal of Productivity and Quality Management (17466474)30(3)pp. 304-322
The aim of this study is to explain how the quality of industrial paints can be improved by failure modes and effects analysis (FMEA) and Taguchi design of experiments. For this purpose, a paint manufacturer was selected and FMEA was applied to identify and prioritize the paint problems. Taguchi was also used to identify and determine the levels of the factors influencing the quality of products. L18 array was selected for designing the required experiments and linear graphs were applied to identify interactions among factors. Findings indicated that the best quality was obtained for the experiment with the characteristics of granule size higher than 10, peak metal temperature (PMT) of 232°C, pigment of high quality, resin content of 55%, catalyst content of 4.1%, using plate with medium quality and maximum content of additives. Results also indicated a decrease of average RPN in all of the identified problems. Copyright © 2020 Inderscience Enterprises Ltd.
International Journal of Manufacturing Technology and Management (13682148)34(4)pp. 331-348
Selecting a suitable maintenance strategy has become an important challenge for facility/maintenance managers in most companies, and it keeps coming up because of complex equipment and variety of maintenance plans. The main purpose of this paper is to propose a prompt method to evaluate the efficiency of maintenance strategies and determine the optimum one. To further investigate this issue, an integration of analytic network process (ANP) and data envelopment analysis (DEA) methods are employed. At first, the weight of each criterion is calculated by ANP method and the ratio of weights of criteria is employed as a restriction. Then the weight of each criterion for maintenance strategies will be determined by paired comparison of maintenance strategies related to criteria. These weights are taken into account as inputs and outputs of DEA model. Finally, the efficiency of maintenance strategies will be calculated by DEA. In this research, the efficiency of five maintenance strategies is examined according to four criteria; cost, reliability, maintainability, availability for one class of equipment at Chadormalu Mining Industrial Company. It results in that TPM and CBM strategies have been confirmed to be the optimum strategies for maintaining this equipment. Copyright © 2020 Inderscience Enterprises Ltd.
Journal of Marketing Communications (14664445)26(8)pp. 836-855
In this article, the influence of two design variables of chocolate packaging, i.e., material and graphic, has been examined on consumer impressions and willingness to buy. Kansei Engineering methodology has been applied to measure the emotional responses to the two chocolate packaging design variables. The influence of participants’ gender has been also considered in this study. Three hundred and eighty-five consumers participated in this investigation, evaluating 14 Kansei words for seven different groups of packaging designs. Friedman test has been used to compare the mean ranks of Kansei words among different dimensions of packaging material and graphic design. Findings indicate that packaging material influences some of the components of sensory expectations, brand attitude, quality and price perception, while graphic design affects most of them. Willingness to buy is more related to the packaging graphic design than to the material. In addition, a comparison among the impressions of males and females indicates that females were more likely to be affected by the material of the package. © 2019 Informa UK Limited, trading as Taylor & Francis Group.
International Journal of Business Excellence (17560055)20(1)pp. 98-121
The main purpose of this study is to develop a model of talent excellence. For this purpose, thematic analysis and interviews with university experts, industry experts and managers were first used to identify a model for talent excellence. Then, a researcher-made-questionnaire was used to study the current status of target population based on talent excellence model. Finally, the research model was used to evaluate the status of the Isfahan Province Gas Company (IPGC) as a case study using experts' viewpoints according to the target scores of the model. Eventually, solutions were offered based on the assessment results. The developed model included three main themes (criteria), eight sub-themes (sub-criteria) and 30 concepts. Assessment results indicated that IPGC achieved 455 out of 1,000 points. Based on the privileges of the talent excellence model in the IPGC, the results, enablers and process were satisfactory, respectively. © 2020 Inderscience Enterprises Ltd.
International Journal of Business Information Systems (17460972)33(4)pp. 429-445
The purpose of this study is to identify the dimensions of the human capital capability model in the cyberspace of national media. This study is typically qualitative and the field study has been performed on the cyberspace experts in Islamic Republic of Iran Broadcasting (IRIB) organisation who have been selected and interviewed by semi-structured deep interview method. The interview continued with 26 experts to reach the theoretical saturation. Then, using content analysis technique, data analysis has been performed. Findings indicate that core competencies in the field of cyberspace can be explained in five core individual capabilities including competencies, knowledge and academic competencies, interpersonal and communication competencies, organisational competencies and virtualisation competencies. In addition, 85 subordinate competencies can be extracted out of the total results. Copyright © 2020 Inderscience Enterprises Ltd.
International Journal of Business Innovation and Research (17510252)22(3)pp. 408-428
The purpose of this study is to rank the indicators of open innovation adoption (OIA) based on new product development (NPD) factors using fuzzy TOPSIS method. The indicators of OIA include absorption capacity, dimensions of innovation, material factors, organisational factors, individual factors and environmental factors and the NPD factors include technological, marketing, supportive, intra-organisational, commercialisation, product development team and modes of innovation. Fuzzy TOPSIS method has been employed for ranking the indicators. Foolad Technic International Engineering Company (FTIEC) as a consulting company in Isfahan has been selected as the case study. Findings imply that ‘environmental factors’ has the first rank among the indicators of OIA. Copyright © 2020 Inderscience Enterprises Ltd.
TQM Journal (17542731)33(4)pp. 804-822
Purpose: This study aims to revise the weights in the interrelationship matrix of the house of quality. Desqign/methodology/approach: After determining customer requirements (CRs) and product design characteristics (PDCs), a house of quality (HoQ) has been developed and the interrelationships between CRs and PDCs have been determined and classified using the Kano model. The PDCs have been prioritized based on the classic HoQ and the revised HoQ. Finally the results have been compared and discussed. The television design of Entekhab Industrial Group, the largest producer of home appliance products in Iran has been selected as a case study. Findings: Results indicated different sets of priorities derived from the two approaches. Particularly, the difference between the revised HoQ and the classic approach was due to the nonlinear relationship between CRs and PDCs. Research limitations/implications: This study was performed merely on a single product of a company, and the case study results cannot be generalized to all of the home appliance industries. Originality/value: Developing the application of the Kano model in computing and revising the weights of the cells in the interrelationship matrix of HoQ is the main contribution of this paper. © 2020, Emerald Publishing Limited.
TQM Journal (17542731)32(1)pp. 78-91
Purpose: The purpose of this paper is twofold: first, to revise the Kano model with a focus on one-dimensional attributes; and second, to use the revised model for categorizing and prioritizing various employee compensation strategies. Design/methodology/approach: The Kano evaluation table has been revised and the one-dimensional attribute has been further extended to three categories of OO, OM and OA. In the next step, the literature review-based identified strategies have been categorized and prioritized according to the developed Kano model. Consequently, an employee compensation system has been proposed to a process-based manufacturing company as a case study. Findings: Findings indicated that out of the 44 employee compensation strategies, typically 6 were must-be, 13 were one-dimensional, 18 were attractive and 7 were indifferent. Also, the results of the revised Kano model indicated that typically out of the 13 one-dimensional strategies, 7 were one-dimensional tending toward must-be (OM); and 6 were one-dimensional tending toward attractive (OA). Research limitations/implications: The case study was limited to one company. The validity of the proposed model can be further studied in a larger population. This study provides managers with a more accurate instrument of decision making in selecting more differentiated employee compensation strategies, which, in turn, might lead to more employee satisfaction. Originality/value: Theoretically, this study is different from existing studies, since almost none of the previous studies extended the Kano evaluation table for one-dimensional attributes. Practically, this study is another evidence of the application of the Kano model in the field of human resource management and in particular contributes to the design of employee compensation systems. © 2019, Emerald Publishing Limited.
World Review of Science, Technology and Sustainable Development (17412242)15(3)pp. 230-251
The aim of this article is to analyse the influence of supply chain risk on supply chain sustainability. Entekhab Industrial Group (EIG) has been considered for case study as the most famous home appliance producer of Iran. A structured questionnaire was used to collect data from the senior and middle managers of EIG. Data analysis was done using partial least square structural equation modelling. Findings indicate that supply chain risk has significant influence on supply chain sustainability. Other relationships among latent variables which generally relate nine dimensions to two major variables of supply chain risk and supply chain sustainability are found significant indicating appropriate explanation of major variables by the dimensions. Copyright © 2019 Inderscience Enterprises Ltd.
Benchmarking (14635771)26(6)pp. 1728-1748
Purpose: The purpose of this paper is to analyze the influence of job satisfaction on hostage employee loyalty in Isfahan Province Gas Company (IPGC). Design/methodology/approach: The statistical population of this study included the formal recruited employees of IPGC out of which, 212 employees have been selected using a stratified random sampling method. A questionnaire has been developed and used for data collection regarding job satisfaction and employee loyalty. In this study along with the other studies of the authors, employees of IPGC were classified into four different categories on the basis of loyalty matrix, and the majority (78 percent) of them were located in the hostage category. Structural equation modeling has been used for data analysis. Findings: The findings imply that job satisfaction does not have a significant influence on the loyalty of hostage employees. Practical implications: Organizations are encouraged to identify the individual and organizational factors and obstacles, take necessary measures to increase job satisfaction and maintain the level of employee loyalty and gradually shift them from the hostage category to the apostle category, which results in an increased number of loyal and satisfied employees. Originality/value: This study indicates how the application of the concepts of loyalty matrix, particularly its hostage category, can be expanded in the field of organizational behavior management. © 2019, Emerald Publishing Limited.
Human Systems Management (01672533)37(4)pp. 411-423
This article identifies and ranks the components of competency-based recruitment and the vital role it plays in managerial succession, at Bank Saderat, Isfahan province, Iran. The case study entailed a synthesis of qualitative and quantitative methods, with both interviews and a questionnaire used for data collection. The statistical sample contained 400 personnel experts and senior managers, while the qualitative sample included 17 interviewees. The questionnaire data were analyzed through descriptive and inferential statistics, including exploratory factor analysis, confirmatory factor analysis and structural equation modeling. The results show 22 components of competency-based recruitment, along five dimensions: competency, prospection, flexibility, justice and integrity. Competency has the highest factor loading and justice the lowest one. Indeed, competency-based recruitment seems to have a significantly positive effect on managerial succession. The article concludes with the study's limitations, while also discussed are policymaking implications and future research directions. © 2018 - IOS Press and the authors. All rights reserved.
Management Decision (00251747)57(5)pp. 1127-1144
Purpose: The purpose of this paper is to develop and analyze a model of factors influencing interpersonal conflicts. Design/methodology/approach: This research was conducted using a mixed method approach. In the qualitative study, the conceptual model of the factors affecting interpersonal conflicts was extracted from semi-structured interviews with 17 relevant experts using a theme analysis technique. Then, three hypotheses were developed based on the model and relevant theoretical evidence. Using a researcher-made questionnaire which was developed earlier based on the qualitative results, a quantitative-based survey was performed to assess the interpersonal conflicts and also the standard scale of the level of interpersonal conflicts (Jehn, 1997). The hypotheses were tested on a sample of 160 employees of Chaharmahal and Bakhtiari Province Gas Company (CBPGC). Findings: The results of the qualitative study indicated that individual factors including personality dimensions and individual differences; organizational factors including five dimensions of organizational culture, organizational structure, management characteristics, intra-organization factors and human resource systems; and environmental factors influenced the creation of interpersonal conflicts. The results of the quantitative study indicated that organizational factors with an effect size of 0.502 were identified as the most important factor influencing interpersonal conflicts. Research limitations/implications: The findings of this study can provide a roadmap to managers of the CBPGC to be aware of the contributing factors to conflict within their organization. Originality/value: The use of mixed method to identify the causes and factors of interpersonal conflict and analyzing a context different from previous studies can be considered as the innovations of this study. © 2019, Emerald Publishing Limited.
International Journal of Productivity and Quality Management (17466474)27(1)pp. 1-16
The main aim of this study is to identify the dimensions of employee job satisfaction and loyalty and to classify employees based on these two factors using the concepts and approaches of customer satisfaction and loyalty. For this purpose, a mixed research method has been conducted by which, the senior managers of Isfahan Province Gas Company have been interviewed and a thematic analysis has been performed. A questionnaire has been developed and used for data collection. Quantitative analysis has been done and research hypotheses have been tested using SPSS 21 software. Findings imply that the gap between expectations and perceptions regarding job satisfaction dimensions is significant and the level of job satisfaction is lower than the average. Moreover, given the high level of employee loyalty, it is determined that most of the employees are classified in the hostage category. © 2019 Inderscience Enterprises Ltd.
International Journal of Quality and Reliability Management (0265671X)36(8)pp. 1454-1474
Purpose: The purpose of this paper is to propose an integrative approach for improving failure modes and effects analysis (FMEA). Design/methodology/approach: An extensive literature review on FMEA has been performed. Then, an integrative approach has been proposed based on literature review. The proposed approach is an integration of FMEA and quality function deployment (QFD). The proposed approach includes a two-phase QFD. In the first phase, failure modes are prioritized based on failure effects and in the second phase, failure causes are prioritized based on failure modes. The proposed approach has been examined in a case example at the blast furnace operation of a steel-manufacturing company. Findings: Results of the case example indicated that stove shell crack in hot blast blower, pump failure in cooling water supply pump and bleeder valves failed to operate are the first three important failure modes. In addition, fire and explosion are the most important failure effects. Also, improper maintenance, over pressure and excess temperature are the most important failure causes. Findings also indicated that the proposed approach with the consideration of interrelationships among failure effects, failure mode and failure causes can influence and adjust risk priority number (RPN) in FMEA. Research limitations/implications: As manufacturing departments are mostly dealing with failure effects and modes of machinery and maintenance departments are mostly dealing with causes of failures, the proposed model can support better coordination and integration between the two departments. Such support seems to be more important in firms with continuous production lines wherein line interruption influences response to customers more seriously. A wide range of future study opportunities indicates the attractiveness and contribution of the subject to the knowledge of FMEA. Originality/value: Although the literature indicates that in most of studies the outcomes of QFD were entered into FMEA and in some studies the RPN of FMEA was entered into QFD as importance rating, the proposed approach is a true type of the so-called “integration of FMEA and QFD” because the three main elements of FMEA formed the structure of QFD. In other words, the proposed approach can be considered as an innovation in the FMEA structure, not as a data provider prior to it or a data receiver after it. © 2019, Emerald Publishing Limited.
International Journal of Learning and Intellectual Capital (14794861)16(1)pp. 21-39
This study aimed to identify and rank criteria of competency-based recruitment system in an empirical case study. The studied population was experts in human resources management and network administrators of Saderat Bank of Iran as an empirical case study. The study was conducted in two general phases based on qualitative methods (interviews and Delphi) in two stages and quantitative methods for assessing validity and ranking. The results showed that criteria of competency-based recruitment system could be categorised in 5 criteria and 22 sub-criteria. The identified criteria included competence, prospection, integrity, justice and flexibility. Second order factor analysis was used to examine construct validity of the extracted criteria and their questions; Cronbach's alpha was used to check its reliability. The results indicated good validity and factor loading of each component as a criterion of the competency-based recruitment system. Among the identified criteria, competence, prospection, flexibility, integrity and justice, respectively, were more important in the competency-based recruitment system. Copyright © 2019 Inderscience Enterprises Ltd.
International Journal of Services and Operations Management (17442370)34(2)pp. 210-227
The aim of this study is to identify and evaluate cognitive factors influencing the acceptance of mobile payments services (MPS). For this purpose, eight cognitive factors have been identified, a conceptual framework has been developed and the construct relations have been determined. Data has been collected from 2010 Iranian students. Structural equation modelling (SEM) has been used for data analysis. Findings imply that perceived compatibility, perceived usefulness, perceived ease of use, perceived risk, perceived security and trust and perceived enjoyment influenced acceptance of MPS. Perceived expressiveness and perceived trust did not influence acceptance of MPS. Copyright © 2019 Inderscience Enterprises Ltd.
TQM Journal (17542731)31(2)pp. 167-182
Purpose: Decision-Making Grid (DMG) is used for determining maintenance tactics and is associated with the reliability and risk management of assets. In this grid, decision making is performed based on two indicators of Mean Time to Repair (MTTR) and frequency of failures. The purpose of this paper is to improve DMG by recognizing interdependence among failures. Design/methodology/approach: Fault Tree Analysis and Reliability Block Diagram have been applied for improving DMG. The proposed approach has been examined on eight equipment of the steel making and continuous casting plant of Mobarakeh Steel Company. Findings: Findings indicate different positions of equipment in the cells of the new grid compared to the basic grid. Research limitations/implications: DMG is limited to two criteria of frequency of failures and MTTR values. In both basic and new DMGs, cost analysis has not been performed. The application of the proposed approach will help the reliability/maintenance engineers/analysts/managers to allocate more suitable maintenance tactics to equipment. This, in turn, will enhance the equipment life cycle and availability as the main objectives of physical asset management. Originality/value: A major limitation of basic DMG is that the determined tactic based on these two indicators might not be an appropriate solution in all conditions, particularly when failures are interdependent. This has been resolved in this paper. © 2018, Emerald Publishing Limited.
TQM Journal (17542731)31(6)pp. 873-873
International Journal of Logistics Systems and Management (17427975)33(3)pp. 404-419
The aim of this study is to analyse and prioritise the obstacles of green supply chain management (GSCM) in the pharmaceutical industry. For this purpose, the obstacles of achieving GSCM have been identified and ranked via fuzzy TOPSIS and DEMATEL approaches. Statistical population consisted of 155 managers, employees and customers of Vetaque Pharmacy Company. Fuzzy DEMATEL technique has been employed for prioritising the obstacles and identifying their causalities. Findings indicate the first to third priorities as the lack of environmental knowledge; unbelief about environmental advantages and green production; and lack of government support in policy making consistent with the environment. The applied fuzzy DEMATEL approach resulted in segmenting obstacles into some meaningful portions in order to effectively facilitate decision making on prioritising obstacles for improvement. Copyright © 2019 Inderscience Enterprises Ltd.
Benchmarking (14635771)25(2)pp. 660-676
Purpose: The purpose of this paper is to prioritize lean production (LP) and agile production (AP) factors based on costs of quality (COQ). Design/methodology/approach: After literature review, two separated houses of quality (HoQ) have been developed. By the first HoQ, LP and AP factors can be proritized based on prevention and appraisal costs and by the second HoQ, LP and AP factors can be prioritized based on failure costs. The proposed approach has been examined by analyzing data collected from 36 home appliance producers of Isfahan as an industrial province of Iran. Findings: The first HoQ indicates that the highest and the lowest priorities are related to over-production (lean factor) and speed (agility factor), respectively. The second HoQ implies that the highest and the lowest priorities are related to responsiveness (agility factor) and inventory (lean factor), respectively. Quadrant analysis also indicates that defectives and over-processing are the two factors that have the highest priorities based on both failure costs and appraisal and prevention costs. As a major finding, LP factors have strong relationship with prevention and appraisal costs; and AP factors have strong relationship with failure costs. Practical implications: The proposed approach helps organizations in reducing their costs. By clarifying the relationship of the LP and AP factors and the COQ, managers can determine appropriate strategies with the lowest cost. Originality/value: The integrated approach of this study has not been applied and studied in the literature. The subject of the relationship of LP and AP and COQ is relatively new, which integrates the two areas of production management and quality management. © 2018, Emerald Publishing Limited.
Journal of Manufacturing Technology Management (1741038X)29(8)pp. 1296-1315
Purpose: The purpose of this paper is to further develop the Decision Making Grid (DMG) proposed by Ashraf Labib (e.g. Labib, 1998, 2004; Fernandez et al., 2003; Aslam-Zainudeen and Labib, 2011; Stephen and Labib, 2018; Seecharan et al., 2018) by proposing an innovative solution for determining proactive maintenance tactics based on mean time between failures (MTBF) and mean time to repair (MTTR) indicators. Design/methodology/approach: First, the influence of MTTR and MTBF indicators on proactive maintenance tactics was computed. The tactics included risk-based maintenance (RBM), reliability-centered maintenance (RCM), total productive maintenance (TPM), design out maintenance (DOM), accessibility-centered maintenance (ACM) and business-centered maintenance (BCM). Then, the tactics were allocated to the cells of a DMG with MTTR and MTBF axes. The proposed approach was examined on 32 pieces of equipment of the Esfahan Steel Company and appropriate maintenance tactics were consequently determined. Findings: The findings indicate that the DOM, BCM, RBM and ACM tactics with weights of 0.86, 0.94, 0.68 and 1.00 are located at the corners of the DMG, respectively. The two remaining tactics of TPM and RCM are located at the middle corners. Also, the results indicate that the share of tactics per spotted equipment in the grid as 62, 22 and 16 percent for RCM, DOM and BCM, respectively. Research limitations/implications: While reactive and preventive maintenance strategies include corrective, prospective, predetermined, proactive and predictive policies, the focus of this study was merely on the tactics of proactive maintenance policy. The advantage of the developed DMG over Labib’s DMG lies in its application for equipment with the unique condition of the bathtub curve. Originality/value: While the basic DMG has been mostly used regardless of the type of maintenance policies, this study provides a DMG for a specific application regarding the proactive policy. In addition, the heuristic approach proposed for the development of DMG distinguishes this study from other studies. © 2018, Emerald Publishing Limited.
Shahin, A.,
Bagheri iraj, E.,
Vaez shahrestani, H. International Journal of Quality and Reliability Management (0265671X)35(1)pp. 109-125
Purpose: The purpose of this paper is to develop the C-shaped quality function deployment (QFD) 3D Matrix for service applications. Design/methodology/approach: The C-shaped QFD 3D Matrix proposed by Vezzetti et al. (2016) has been developed for simultaneous analysis of the relationships among three sets of factors of customer requirements, service design characteristics and service performance indicators. The three sets of factors have been determined and based on their interrelationships, 3D and concurrent houses of quality have been formed. Then, service design characteristics and service performance indicators have been prioritized. The obtained priorities have been also compared with traditional concurrent model of QFD. Findings: The findings obtained from the traditional and developed approach seem different, implying that applying the C-shaped QFD 3D Matrix provides a more real perspective of concurrent engineering and the results in different set of priorities of service factors. Research limitations/implications: The case study was limited to banking services. If the developed approach is used in other institutes, the prioritization of service design characteristics and service performance indicators might be changed. Originality/value: Compared to Vezzetti et al. (2016) who proposed the C-shaped QFD 3D Matrix for analyzing interrelationships among two customers and a provider, or two providers and a customer, in this paper, the C-shaped QFD 3D Matrix has been developed for analyzing interrelationships among three sets of factors of customer requirements, service design characteristics and service performance indicators. © 2018, © Emerald Publishing Limited.
International Journal of Electronic Customer Relationship Management (17500664)11(2)pp. 105-125
The aim of this study is to investigate the reasons behind different compositions of smartphone applications chosen to be used by smartphone users. In other words, this research is designed to unveil why different users utilise different portfolios of smartphone applications. For this purpose, a semi grounded theory (GT) approach has been carried out. After the emergence of the core category, more observations and informal interviews have been organised for the sake of saturating the categories and their relationships. Then, structural equation modelling (SEM) has been used to test the relationships among categories using analysis of moment structure (AMOS) software. Findings indicate that the four constructs emerged from the GT phase are mobile connectivity stance (MCS), expectable use, social applications usage and functional applications usage. The results revealed that social application usage affects functional application usage and is affected directly by MCS. Expectable usage strongly affects both social and functional applications usage. MCS has an indirect impact on functional application usage. Copyright © 2018 Inderscience Enterprises Ltd.
Intelligent Systems in Accounting, Finance and Management (15501949)25(3)pp. 134-147
The aim of this paper is to propose a comprehensive framework for simultaneously measuring the performance of sustainable service and manufacturing supply chain management. Application of the proposed approach also results in reduced uncertainty of the performance measurement process caused by qualitative criteria evaluation. The proposed approach consists of two main steps. First, the fuzzy decision-making trial and evaluation laboratory (DEMATEL) method has been used to determine important criteria by avoiding low influences; and then a Mamdani fuzzy inference system model has been adopted and applied for performance evaluation of sustainable supply chain management (SSCM). This model is employed in order to cope with the vagueness that exists in the SSCM performance investigation due to the vagueness intrinsic in the evaluation of criteria. In the proposed model, human reasoning has been modelled with fuzzy inference rules and has been set in the system, which is an advantage compared with those models in which fuzzy set theory and multicriteria decision-making models are integrated. The proposed approach has been implemented in the pipe and fitting industry in order to highlight its application in real life. Sensitivity analysis has been carried out to determine the influence of service and manufacturing criteria on SSCM performance. The findings reveal that sustainable manufacturing criteria compared with sustainable service criteria have more effect on the performance of SSCM. © 2018 John Wiley & Sons, Ltd.
International Journal of Industrial and Systems Engineering (17485037)30(2)pp. 253-265
Opportunistic maintenance is very effective in optimising the existing costs of production. The aim of this article is to optimise opportunistic maintenance. For this purpose, based on an example, various methods such as genetic algorithm, imperialist competition algorithm, simulated annealing algorithm, artificial bee colony algorithm and particle swarm algorithm have been considered for solving the problem and the approaches have been compared to find the most cost effective approach. Findings imply that the imperialist competition algorithm is the most suitable solution. Copyright © 2018 Inderscience Enterprises Ltd.
Astra Salvensis (discontinued) (23441887)6pp. 75-83
The purpose of this research is to identify the relationship between employee design design on performance enhancement and human resource development by mediating skill, knowledge, and ability levels in Isfahan Zobahan Company. The descriptive-correlation research method is structural equation modeling. The statistical population consisted of 650 executives, supervisors, and experts in Zobahan Company in Isfahan. The sample size was determined on the basis of Cochran's formula in 3.5% of the subjects. For data collection, a staff design questionnaire has been used to improve the performance of human resources development. To determine the validity of the questionnaire, a confirmatory factor analysis was used to measure the reliability of the Cronbach's alpha coefficient which was estimated to be 0.86, 0.75, 0.81, 0.87, 0.90 and 0.72, respectively. Data were analyzed by SPSS and LISTREL software. The results showed that the direct effect of designing on the promotion of human resource development is positive and significant. In addition, the direct effect of job design on personal and organizational performance by mediating skills, knowledge and ability are positive and significant. In addition, the indirect effect of designing a job on the performance of human resource development by mediating skills, knowledge, and awareness with ability to learn is positive and meaningful. Based on the research findings, senior managers of the organization can focus on supporting the design of the employees' occupation on the performance and development of human resources, and enhance the functions of the staff via that (individual and organizational). © 2018 Transilvanian Association for the Literarure and Culture of Romanian People (ASTRA). All rights reserved.
International Journal of Services and Operations Management (17442370)31(1)pp. 77-97
The aim of this paper is to determine the priorities of product development strategies with respect to its supply chain flexibility in Esfahan Steel Co. For this purpose, attributes of supply chain flexibility have been extracted from literature and investigated in Esfahan Steel Co. Their weights have been calculated using multiple attribute decision making (MADM) techniques. Finally, product development strategies have been prioritised. According to the findings, the four priorities included the production of special rolled products, the production of special alloy steel ingots, the production of wide flange beam (size 24–30) and the production of rails strategies, respectively. Copyright © 2018 Inderscience Enterprises Ltd.
International Journal of Services and Operations Management (17442370)30(2)pp. 137-150
The aim of this study is to prioritise customer requirements in the field of high speed internet. For this purpose, importance performance analysis (IPA) has been used and 13 variables have been investigated. Then, importance and performance questionnaires have been distributed to the customers of Asia-Tech Company in Shiraz and data of 299 returned questionnaires has been analysed. Findings indicate that the three variables of ‘initial setup process’, ‘information about internet’ and ‘easy connection’ are the three top priorities with highest scores of 0.106, 0.892 and 0.083, respectively. Copyright © 2018 Inderscience Enterprises Ltd.
Journal of Advanced Manufacturing Systems (17936896)17(3)pp. 333-351
The aim of this study is to present an approach for identifying and prioritizing risk factors of supply chain in the home appliance industry. First, the indexes related to the supply chain risk have been determined by literature review; and then the indexes have been refined by consulting experts; finally, the six main indexes including supplier, manufacturer, customer, environment, distributor and information as well as 32 subsidiary indexes for supply chain risks have been selected. In order to assess the indexes, a fuzzy questionnaire has been developed and distributed to 15 managers and employees of Snowa as one of the Entekhab Industrial Group corporate brands, the main home appliance manufacturing company in Iran. Research population included managers and experts of the company and the analysis approaches included risk-assessment matrix and Shannon fuzzy entropy. Findings indicated that environment, manufacturer and supplier indexes with the weights of 0.105, 0.102 and 0.095, respectively were prioritized as the top three risk factors in product development. Furthermore, the subsidiary indexes of raw material alteration, delay in supply of the demand, work force, after-sale services, competitors and lack of political stability were among the top risk factors of new product development. © 2018 World Scientific Publishing Company.
International Journal of Productivity and Performance Management (17410401)67(9)pp. 2108-2125
Purpose: The purpose of this paper is to propose an improved economic value model for human resource valuation. For this purpose, the probability of promoting people to a higher position and the satisfaction coefficient of employees and customers have been computed by competency and Kano models. Design/methodology/approach: In order to calculate the probability of promoting people to a higher position, competency model and questionnaire have been used. The satisfaction coefficient of employees and customers has been calculated as a factor influencing the survival of an individual in the organization by using the Kano model. For this purpose, two questionnaires have been designed; one was completed by the employees and the other by the customers. The proposed model has been examined in a consulting company in Iran. Findings: The human resource value of the company under study has been estimated over 29bn rials (Iranian currency). The obtained results indicate that the proposed approach as an integrative monetary and nonmonetary measure can remove the limitations of the economic value model. Practical implications: The proposed model helps organizations in managing their human capitals more effectively. Originality/value: In this study, the Kano and competency models have been integrated with one of the common models of human resource valuation, i.e. the economic value model. The proposed integrated model seems more effective compared to the basic model of economic value model. Application of the proposed model within the context of Iran for the first time would constitute as potential for contribution to the knowledge of human resource management in the developing countries. © 2018, Emerald Publishing Limited.
Benchmarking (14635771)25(9)pp. 3386-3405
Purpose: The purpose of this paper is to examine the application of C-shaped QFD 3D Matrix in comparing process characteristics (PC), performance aspects (PA) and customer requirements, simultaneously and to prioritize the first two sets, respectively. Design/methodology/approach: A three dimensional matrix has been developed with three sets of PC, PA and customers’ requirements and C-shaped matrix has been applied for simultaneous comparison of the dimensions and prioritization of the subsets of PC and PA. The proposed approach has been examined in a post bank. Findings: Findings confirm the possibility of simultaneous comparison and prioritization of the three sets of dimensions of this study in post bank services. In addition, “growth and learning” and “bilateral relationship with suppliers” had the first priorities among PA and PC, respectively. Research limitations/implications: While the proposed approach has many advantages, filling the matrixes is time-consuming. Since illustrating the 3D matrix was not possible, the matrix was separated into five two-dimensional matrixes. Originality/value: Compared to the studied literature, the proposed approach is practically new in the post bank services. © 2018, Emerald Publishing Limited.
International Journal of Fuzzy Systems (15622479)20(3)pp. 901-912
Qualitative criteria for assessing green supply chain management (GSCM) performance are influenced by uncertainty, essentially due to the vagueness intrinsic to the evaluation of qualitative factors. This paper aims to decrease the uncertainty which is caused by human judgments in the process of GSCM performance evaluation employing linguistic terms and degrees of membership. In this study, a fuzzy set theory approach has been proposed for handling the linguistic imprecision and the ambiguity of human being’s judgment. It also pioneers applying the fuzzy inference system for evaluating GSCM performance of companies in terms of green criteria. In the proposed model, human reasoning has been modeled with fuzzy inference rules and has been set in the system, which is an advantage when compared to the models that combine fuzzy set theory with multi-criteria decision-making models. To highlight the real-life applicability of the proposed model, an empirical case study has been conducted. Findings reveal the usefulness of the proposed model in evaluating the performance of companies according to GSCM criteria with human linguistic terms. Findings also indicate that green design and green manufacturing dimensions have the highest impact on company performance. The robustness of the proposed FIS model has been proved with different defuzzification methods. © 2017, Taiwan Fuzzy Systems Association and Springer-Verlag GmbH Germany.
Iranian Journal of Information Processing Management (22518231)33(2)pp. 775-802
This article investigates the information need and information seeking behavior in Iran manufacturing industry. To gain a deep understanding of the issue, we used grounded theory approach. Twenty-five manufacturing firms operating in the Isfahan Science Technology Park were selected purposefully. Data was obtained from 20-30 minute semi-structured interview with all 25 companies' managers. Findings show that the companiesinformation needs are variant based on their fields of work and by the environment. Furthermore, companies use three sources (persons, organizations, consultants) to obtain information. These resources include: market resources (experience and knowledge, market observation, exhibition and advertisements, other organizations, and communications); scientific resources (publications, imitation, experts and specialists knowledge and experience) and other resources (internet, media, and customers). Companies' information seeking behavior ranges from easy to stringent behavior. © 2018 Iranian Research Institute for Scientific Information and Documentation. All Rights Reserved.
Dabestani, R.,
Shahin, A.,
Shirouyehzad, H.,
Saljoughian, M. Total Quality Management and Business Excellence (14783363)28(3-4)pp. 331-350
The current study aims to prioritise service quality dimensions (SQDs) for hotels through a two-step procedure: firstly, by forming congruent groups of customers based on their level of expectations as well as perceptions of service; and secondly, by prioritising SQDs for each group and analysing the results. To reach that aim, the customers of three four-star hotels were targeted and asked to report on the quality of the service they expected to receive prior to its delivery as well as their feelings towards the service after they received it. Then, using data envelopment analysis we discriminated the majority of customers, those who were satisfied more easily (ordinary customers), from the ones who were harder to please (fastidious customers). Finally, we exploited Technique for Order Preference by Similarity to an Ideal Solution and Shannon Entropy to prioritise SQDs for each group. The approach taken in this paper, which first distinguishes two groups of fastidious from ordinary customers based on their expectations and perceptions, is rather noble. Findings revealed that the two groups do not value different dimensions of service quality in a similar way. The results of this study can provide insightful guidance for the hoteliers to customise their service and exploit their resources more efficiently. © 2015 Taylor & Francis.
International Journal of Productivity and Quality Management (17466474)21(3)pp. 343-358
The aim of this article is to identify, classify and prioritise TV design attributes. In order to collect and classify data, Kano questionnaire and interview have been applied and for the purpose of prioritising the attributes, quadrant analysis has been used based on the outputs of the Kano model and the cost of attributes. The research has been performed in the TV production section of the Entekhab Industrial Group and the sample included nine managers and staff of Research and Development (R&D) department. Findings indicate the effective application of Kano model and quadrant analysis in resolving the research problem. Copyright © 2017 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)21(4)pp. 500-515
The aim of this research is to investigate the application of the Kano model and Kano map in classifying patients' requirements in Goldis Hospital of Shahinshahr as a public hospital. For this purpose, a Servqual-based Kano questionnaire has been developed and filled by 153 patients of the hospital. The data has been analysed by the Kano model and plotted on the Kano map. Findings indicate that among the 18 attributes under investigation, the majority are classified as one-dimensional which supports the recent findings in the literature on the application of the Kano model in the hospital services. Copyright © 2017 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)21(1)pp. 97-111
The aim of this article is to develop a model of service quality gaps for identifying gaps from the viewpoints of travellers, employees and managers of travel agents at the centre of the city of Tehran. Findings indicate that there is a difference between the viewpoints of travellers and service providers. From the viewpoint of travellers, the highest gap value is related to the dimensions of reliability and assurance, then responsiveness and afterwards, the dimensions of tangibles and empathy; while employees have identified the high gap values in the dimensions of reliability, responsiveness, tangibles, assurance and finally empathy. From the viewpoint of managers, the highest gap value is also related to the dimensions of responsiveness and assurance and then, dimensions of tangibles and empathy, and the lowest gap value is related to reliability. Copyright © 2017 Inderscience Enterprises Ltd.
Shahin, A.,
Barati, A.,
Dabestani, R.,
Khalili, A. International Journal of Business Innovation and Research (17510252)12(1)pp. 62-79
The purpose of this research is to prioritise factors influencing radical and incremental innovation. The research sample included 50 managers of Bandar Imam Mahshahr Petrochemical Company. To analyse the data, stage regression has been used. Findings indicate that variables like communication, new technological knowledge, repetition and exercise have the greatest impact on performing activities and accessing national and regional systems to promote radical and incremental innovation. Copyright © 2017 Inderscience Enterprises Ltd.
EMJ - Engineering Management Journal (10429247)29(2)pp. 74-86
Understanding which radical innovation factor is of higher priority enables engineering managers to allocate the appropriate resources to innovation processes. The aim of this article is to develop a systematic approach for determining the most necessary factors affecting radical innovation. For this purpose, a model was proposed with the following three steps: (i) a comprehensive set of factors was extracted from the literature and customized for a case study company; (ii) quality attributes of the Kano model were applied and weighted as attributes for a fuzzy analytic hierarchy process; and (iii) the factors derived from the second step were weighted using a fuzzy Kano approach and then the critical or must-be factors were identified and weighted. All three steps have been examined at Mobarakeh Steel Company. Findings indicate that factors such as leadership and knowledge management are among the critical factors of radical innovation and must be improved to positively impact radical innovation. Prioritizing radical innovation factors enables engineering managers to allocate the appropriate resources to innovation processes. © 2017 Taylor & Francis.
International Journal of Productivity and Quality Management (17466474)21(2)pp. 174-186
The aim of this article is to find whether correlation matrix influences prioritised results of house of quality (HOQ). For this purpose, prioritisation of EFQM enablers in the GasSouzan Company before and after computing correlation coefficients has been compared. First, the relationships among the criteria of the roof of HOQ which are the criteria of EFQM enablers have been determined and then, the correlation of each criterion has been calculated based on the priorities. Findings indicate that the correlation coefficients of criteria are close to each other and do not have considerable impact on the priorities. © Copyright 2017 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432)10(4)pp. 514-523
The aim of this article is to determine the factors influencing the performance of world class supply chains in order to facilitate integration and flexibility in the food industry in which, products have high sensitivity for maintaining community health and sanitation. For this purpose, logistical, procurement, communication and information technology factors have been investigated in a number of food industry factories of Khorasan Razavi Province of Iran using structural equation modelling. Findings indicate positive influence of the studied factors on the performance of world class supply chains in the food industry at 95% confidence level. Copyright © 2017 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)21(1)pp. 112-128
The aim of this research is to propose a framework for classifying eight quality management principles in ISO 9001:2008 based on the critical success factors of TQM. For this purpose, multi-criteria decision making (MCDM), importance performance analysis (IPA) and a survey on 13 process owners of Marjan Tile Company have been conducted. Based on the findings, four packages have been proposed as priorities of quality assurance included: 1) systemic approach in management; 2) employees involvement, process approach, continuous improvement; 3) leadership; 4) realistic approach in decision making. Copyright © 2017 Inderscience Enterprises Ltd.
International Journal of Services and Operations Management (17442370)28(3)pp. 359-372
The aim of this article is to prioritise agility capabilities based on cost of quality. Two separate houses of quality (HoQ) have been developed for this purpose. Entekhab Industrial Group as the greatest producer of home appliances in Iran has been selected as the case study. The findings indicate that in the HoQ based on the appraisal and prevention costs, the highest and the lowest priorities are responsiveness and speed, respectively and in the HoQ based on the failure costs, the highest priority is competence. The final prioritisation by using quadrant analysis indicates responsiveness as the most important capability. © 2017 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)22(4)pp. 521-535
The current study is an attempt to present a grounded-theory-based model to evaluate lean project management. To do that, we first developed the concept of lean project management through defining 'lean' in project management by a three-stage strategy of databased theory with inductive method. Afterwards, we exploited grounded theory and its instructions to interview experts and managers of steel industry. Having collected data and perused the related literature, we initiated a recursive process in which we defined the elements of our model as well as their relationship through formulation, amendment, and verification of the raw data. Eventually, we identified 17 major categories and 76 characteristics to be in our model. Copyright © 2017 Inderscience Enterprises Ltd.
International Journal of Services and Operations Management (17442370)26(3)pp. 277-293
The aim of this survey is to propose an approach for evaluating agility ratio of supply chain units by data envelopment analysis (DEA). In this approach, after literature review the most important agility criteria have been chosen. Then, appropriate indicators for evaluation based on chosen criteria have been defined. For DEA, appropriate inputs and outputs have been determined and the BCC output oriented method has been used. The proposed approach has been examined in Pashmineh Kavir factory. Findings imply that four units of the factory are inefficient and other units are efficient in respect of agility. © 2017 Inderscience Enterprises Ltd.
Geramian, A.,
Shahin, A.,
Bandarrigian, S.,
Shojaie, Y. Benchmarking (14635771)24(2)pp. 384-402
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. © 2017, © Emerald Publishing Limited.
International Journal of Quality and Reliability Management (0265671X)34(4)pp. 530-548
TQM Journal (17542731)29(1)pp. 37-54
Purpose: The purpose of this paper is to revise the Kano evaluation table and separating indifference attributes in order to develop satisfaction and dissatisfaction indexes. Design/methodology/approach: The indifference requirements have been separated and reclassified, and after revising Kano satisfaction and dissatisfaction indexes based on the new evaluation table, the developed Kano model has been examined in the city of Isfahan regarding attributes of candidates in the presidential election of 2013. Findings: According to the new classification, the indifference attributes can be separated into seven types. The results of the case study also show that among 20 priorities of the presidential candidates, payment of subsidy, offering loan and financial facilities are must-be attributes; protecting investment and national production, export incentives and increasing national unity are attractive attributes; and the remaining are one-dimensional attributes. Practical implications: The case study implies that the findings are dependent on the cultural and social context of the respondents. On the other hand, the findings of Kano model analysis are limited to shorttime periods. Originality/value: This research is typically unique in separating indifference attributes and in revising the satisfaction and dissatisfaction indexes of the Kano model. Practically, the application of the Kano model in the presidential election is also a new subject. © Emerald Publishing Limited 1754-2731.
International Journal of Productivity and Quality Management (17466474)20(3)pp. 392-404
In the today's competitive world, meeting the expectations of the customers regarding quality and obtaining more market share requires finding innovative methods to develop and improve product quality. Therefore, in this article, a new approach has been proposed for evaluating customer needs using Kano questionnaire and prioritising the methods for satisfying these needs using contradiction matrix based on the conditions and the limitations of manufacturers. In order to evaluate the proposed approach, one of the products of an automobile manufacturer company and seven quality attributes of the product have been studied. Findings indicate that from the manufacturer's perspective, practicality of the changes during production process is of the highest importance. © 2017 Inderscience Enterprises Ltd.
Shahin, A.,
Gunasekaran, A.,
Khalili, A.,
Shirouyehzad, H. Assembly Automation (01445154)36(3)pp. 233-245
Purpose - This paper aims to propose a new approach for determining a decoupling point in leagile chain, based on Lean and agile criteria regarding market and customer demands and internal capabilities of the chain with the ultimate goal of fulfilling customer needs and increasing chain profit. Design/methodology/approach - In the new approach, Lean and agile criteria have been defined for assessing the effectiveness and efficiency of supply chain. The efficiency and effectiveness ratios have been calculated for Lean and agile processes using input- and output-oriented Banker, Charnes and Cooper (BCC) methods, respectively. Based on the results, inefficient and ineffective units have been addressed and the decoupling point has been determined. Findings - Findings indicate that the decoupling point can be regarded as a borderline between two strategies of Lean and agile production, and fuzzy decoupling point and lean-agile distance can provide the basis for distinguishing the two strategies. Practical implications - Determining the decoupling point has an important role in dynamic performance of a supply chain. By the proposed approach, managers can estimate the most probable area for the decoupling point. Moreover, by appropriate determination of decoupling point, an organization can increase its public responsibility by appropriate usage of its resources and responding faster to customers' requirements. Originality/value - In this study, in addition to determining a decoupling point in a supply chain with the aim of increasing productivity, the subject of leagile strategy of supply chains has been developed. © Emerald Group Publishing Limited.
Shahin, A.,
Bagheri iraj, E.,
Vaez shahrestani, H. TQM Journal (17542731)28(4)pp. 597-612
Purpose - The purpose of this paper is to propose an innovative solution for prioritizing "Whats" and "Hows" and resolving contradictions among "Whats" in House of Quality (HoQ). Design/methodology/approach - Prioritization of the influence of the weights in correlation matrices of "Whats" and "Hows" (i.e. top roof and side roof) of HoQ and integration with TRIZ contradiction matrix have been studied. Explained through a case example of banking services, initially, contradictions among requirements of 180 customers have been identified by side roof matrix and then, the 12 by 12 non-technical contradictions matrix of service TRIZ have been used to suggest principles for resolving contradictions. Findings - Findings imply that the use of roof and side roof weights can influence the priorities of "Whats" and "Hows." Research limitations/implications - Findings may assist researchers and practitioners in resolving ambiguity of the voice of customers, which in turn make the results of HoQ more accurate. Originality/value - A new approach has been proposed in this paper for resolving contradictions of customer requirements by service TRIZ and adjusting priorities of "Whats" and "Hows" in HoQ. © Emerald Group Publishing Limited.
International Journal of Innovation and Learning (14718197)20(1)pp. 26-46
Intellectual framework of today's organisations is full of pointing out of the information and participation of expert and innovative workforce instead of operational workforce. In this space, improving performance and sustaining competitive advantage are fundamental concerns for managers. Innovation and organisational learning are the best important bases for improving performance and obtaining competitive advantage. Therefore, this research wants to investigate and model the relationship between human capital (HC) and new product development performance (NPDP) efficiency with regard to the mediating role of organisational learning capability (OLC). The automobile industry in Iran is elected as a statistical society. In this study, results are obtained by structural equations and path model. Also for better description of results, we use other deducible statistic such as binomial test and one-sample Kolmogorov-Smirnov test. The results of this study bode that human capital can improve NPDP efficiency by organisational learning capability. Also the provided model in this research is supported by data. © 2016 Inderscience Enterprises Ltd.
Dabestani, R.,
Shahin, A.,
Saljoughian, M.,
Shirouyehzad, H. International Journal of Quality and Reliability Management (0265671X)33(2)pp. 160-177
Purpose – The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA). Design/methodology/approach – Customers of three four-star hotels located in Isfahan have been asked to report on their expectation of service prior to receiving it as well as their perception of the service after receiving it. Afterwards, DEA has been used to assign the customers into two groups of fastidious (with relatively high expectations but low perceptions) and ordinary (with relatively low expectations but high perceptions). Next, IPA has been exploited for prioritizing SQDs in each group. Eventually, the prioritized SQDs in each group have been compared and insightful information has been extracted for further research and practical purposes. Findings – Findings imply that despite occasional similarities, there is a significant difference in the way the two groups value SQDs. Also, the segmented groups have different priorities of SQDs. Research limitations/implications – Findings revealed that in order to decrease the ambiguity of customer voice in prioritizing SQDs, it might be helpful to first segregate the participants based on their attitudes towards the quality of service to have a more congruent sample and then, to analyze the data. Practical implications – In this study, a smarter approach for prioritizing SQDs based on the data of two major groups of customers has been proposed, which can help hoteliers in devoting their resources more efficiently. Originality/value – The combination of DEA and IPA in homogenizing the sample and prioritizing SQDs for each homogenized group within the sample seems relatively novel. © 2016, © Emerald Group Publishing Limited.
Yazdani, B.,
Attafar, A.,
Shahin, A.,
Kheradmandnia, M. International Journal of Productivity and Quality Management (17466474)18(1)pp. 78-98
Although the contribution of the employees in making TQM succeed is evident, few human resource results indicators are investigated on. Most of the studies focused on employee satisfaction. The attempt is made in this study to examine the relation between the two main categories of QM practices and some new human resource results indicators extracted from strategic human resources literature. The association between HR results and customer satisfaction are investigated as well. Here 191 part suppliers in Iranian auto-industry are the subjects of the study. The research model is verified through PLS. The findings indicate that the association of infrastructure QM and HR results is positive and significant; the same is not true with core QM. Moreover, there is no significant relation between HR results and customer satisfaction.
International Journal of Procurement Management (17538432)9(6)pp. 751-770
The purpose of this research is to develop a model for investigating the impact of radio frequency identification (RFID) technology on supply chain and performance. The proposed model has been analysed using structural equations modelling (SEM). The study population includes Iran's manufacturing companies. Findings indicate the positive impact of applying RFID on lean, agile and leagile chains and performance. In addition, the lean, agile and leagile chains are three predicting indicators of performance. Findings can assist managers in developing the application of RFID technology; applying strategies of lean, agile and leagile chains; and designing more effective mechanisms for performance improvement. ©2016 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)18(1)pp. 116-134
The aim of this research is to propose a framework for classifying 14 quality management tools based on quality principles. For this purpose, multi-criteria decision-making, importance performance analysis and a survey on 13 process owners of Marjan Tile Company have been conducted. Based on the findings, three packages have been proposed for quality management tools as: 1) relation diagram and process decisions planning chart; 2) check sheets, Pareto diagram, cause and effect diagram, histograms and tree diagram; 3) control chart, procedure diagram, matrix analysis of data, matrix diagrams, scatter diagram, affinity diagram and diagram of concentration of defects.
International Business Management (discontinued) (19935250)10(8)pp. 1560-1564
In today advanced community, knowledge has become a critical economic resource and success factor of organizations. Such attributes as information generation, expansion of technological complexities and knowledge orientation have led into increasingly focus on knowledge management in project-oriented organizations. In many scientific documents, the relationship between knowledge sharing behavior and psychological traits are expressed. Personality is considered as the most important psychological components and predictors of human behavior. Present study is a survey-type with descriptive approach. It is conducted to study the impact of employees' personality on their knowledge sharing behavior. Research data collection tool was an 68-item questionnaire and its sample size was 100 employees in project-oriented organizations. Content validity was determined by scholars while its reliability was calculated by Chronbach's alpha ratio. All data were analyzed by PLS Software package and SEM. Personality constructs were measured by NEO five-factor model. Research findings indicate flexibility and adaptability have no impact on knowledge sharing behavior while, neurosis, extraversión and responsibility impacts on knowledge sharing behavior significantly. © Medwell Journals, 2016.
Yazdani, B.,
Attafar, A.,
Shahin, A.,
Kheradmandnia, M. International Journal of Quality and Reliability Management (0265671X)33(5)pp. 574-596
Purpose – The purpose of this paper is to determine the correlations between total quality management (TQM) and organizational learning in the context of automobile part manufacturing and suppliers of Iran. Design/methodology/approach – A research project is carried out in 191 automobile part manufacturing and suppliers plants, using the questionnaire method. Confirmatory factor analysis is applied to assess the measurement instrument reliability and validity. The correlations between latent constructs are examined through partial least squares method. Findings – Findings indicate that, both, the core and infrastructure aspects of quality management (QM) practices have significant positive effect on organizational learning. At the lower levels, HRM and information and analysis contribute to enhancement of the organizational learning. Research limitations/implications – It is recommended that a more complete construct be designed for measuring the organizational learning. Some contextual factors such as culture need to be noticed in future researches. Practical implications – In this paper some beneficial insights are addressed to assist managers in recognizing the organizational problems which weaken the organizational learning. Social implications – By improving the quality of management practices and organizational learning, the society gains benefits such as customer satisfaction. Originality/value – This study contributes to the TQM advance, organizational learning research literature and provides better foundations for organizational learning improvement through TQM practices in the Middle East. By investigating the correlations between infrastructure and core QM practices and organizational learning, this study fills the current gap in this field. © 2016, Emerald Group Publishing Limited.
Shahin, A.,
Salehzadeh, R.,
Shahin, A.,
Shahin, A.,
Salehzadeh, R.,
Salehzadeh, R. 2025 29th International Computer Conference, Computer Society of Iran, CSICC 2025pp. 239-257
Data mining has already been successfully applied in many domains. Research has shown that data mining techniques have the most applications in the field of marketing (e.g., Chang and Wand 2006; Lu et al. 2012; Sahi et al. 2012). In addition, many studies have been conducted in accounting and financial management (e.g., Lam 2003; Laitinen 2005; Gregoriou and Pascalau 2012); human resource management activities (see the literature review performed by Strohmeier and Piazza 2013); operations research (Meisel and Mattfeld 2010; Corne et al. 2012); industrial management (Braha 2001; Ni et al. 2007); and so on. However, one domain in which data mining has rarely been applied is organizational behavior. Organizational behavior is a field of study that investigates the impact that individuals, groups, and structure have on behavior within an organization, for the purpose of applying such knowledge toward improving an organization’s effectiveness (Robbins and Judge 2012). © 2015 by Taylor & Francis Group, LLC.
International Journal of Productivity and Quality Management (17466474)16(4)pp. 373-389
The purpose of this paper is to propose a new integrated approach of Taguchi experimental design and Kano model for robust design of service quality. Each Kano dimension has been assumed to have three levels. For the dimensions in three levels, L18(35) table of Taguchi experimental design has been developed and respectively, 18 questionnaires have been designed for data collection. The traditional and proposed approaches have been examined in the University of Isfahan. Findings of the traditional Kano model indicates that all of the five dimensions of service quality are one-dimensional, while the results of the new approach imply that dimensions of reliability, responsiveness and assurance are one-dimensional and dimensions of empathy and tangibles are attractive. Copyright © 2015 Inderscience Enterprises Ltd.
Benchmarking (14635771)22(5)pp. 857-873
Purpose – In previous studies, historical information of customer had been used for determining customer lifetime value (CLV). The purpose of this paper is to modify CLV estimation to be applied before producing a new product. Design/methodology/approach – In this study, the CLV estimation has been modified using Kano satisfaction coefficient. The Kano satisfaction coefficient has been assumed as loyalty indicator in estimating CLV and related equations have been developed for allocating Kano requirements to various phases of product life cycle. The proposed approach has been examined in two new product options of the automobile industry. Finally, by using customers’ purchase records during three years, CLV has been calculated for both product development options. Findings – Findings indicate that CLV of the first development option is equal to 407 million and 500,000 toumans and of the second option is equal to 392 million toumans, this difference is related to different requirements of the Kano model, and as a result, to different satisfaction coefficients. Therefore, the first option has been suggested for investing in developing new product. Research limitations/implications – Application of the proposed approach is limited to short time periods. The findings are limited to the automobile industry. Originality/value – The modified approach of estimating CLV can be applied for prospective new product development in addition to traditional approaches in which, only the historical data of sold products are used. In addition, using Kano satisfaction coefficient in estimation of CLV in short periods, seems an appropriate approach for competitive industries that focus on dynamic needs of customers. © Emerald Group Publishing Limited.
International Journal of Services and Operations Management (17442370)21(4)pp. 466-478
The aim of this study is to offer a method for estimating overall equipment effectiveness (OEE) in continuous production lines. For this purpose, the subjects of continuous production and equipments effectiveness have been integrated, and by using the number of equipments and common parameters in calculating the required number of equipments and OEE indicator, an equation has been obtained for estimating OEE. A sample of data of machines in Esfahan Steel Company has been used for investigation, which includes wastes rate, production rate, and stoppage rate. Findings indicate considerable savings and equipment utilisation can be obtained, simultaneously. Copyright © 2015 Inderscience Enterprises Ltd.
Journal of Management Development (02621711)34(5)pp. 601-620
Purpose – Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction. Design/methodology/approach – In order to examine one of the proposed behaviors in this model, the role of employees’ organizational citizenship behavior (OCB) as an attractive behavior, has been investigated. The statistical population includes managers of the Isfahan’s financial service industries. After distributing questionnaires, 224 accurate questionnaires have been used for data analysis. In designing the survey questionnaire, the OCB questionnaire developed by Podsakoff et al. (1990) and Bell and Menguc (2002) has been used. For each of the OCB dimensions, some questions have been initially designed; then after collecting data, by using Kano evaluation table, the behavior types have been determined. Findings – Findings imply that by using the Kano model, five types of behaviors, i.e. must-be, one-dimensional, attractive, indifferent, and reverse can be identified. The findings related to case study also indicate that out of five dimensions of OCB, three dimensions of altruism, sportsmanship, and civic virtue are located in Attractive category; the courtesy dimension is located in must-be category; the conscientiousness dimension is located in one-dimensional category; and in reverse category, no dimension is located. In general, OCB is located in attractive category. Research limitations/implications – By using the results of this survey, a new classification of employees’ behaviors types can be suggested. The results of this study can help employees in understanding what kind of their behaviors causes managers’ satisfaction. Originality/value – The results of this study have an important contribution in the literature of the Kano model and OCB. © 2015, Emerald Group Publishing Limited.
International Journal of Services and Operations Management (17442370)20(4)pp. 398-417
In this paper, a business process re-engineering (BPR) method has been proposed. A questionnaire has been developed to have experts' options and let them assess each method based on four main criteria. This deals with a descriptive evaluation of the proposed method. Findings imply the highest score of 11.60 with least possible standard deviation of 0.7, as well as the least coefficient of variation of 0.06. Moreover, 88.7% Cronbach's alpha coefficient has been computed. Comparing the proposed method with the available ones reveals that two factors including specifying a pattern for identification and process classification and its evaluation as well as preparing a timetable for process re-engineering are not mentioned in any existing method. Copyright © 2015 Inderscience Enterprises Ltd.
International Journal of Process Management and Benchmarking (14606739)5(2)pp. 133-155
The purpose of this study is to elucidate how manufacturing companies can be prioritised based on knowledge management process. The indicators of knowledge management process have been investigated. The sample research includes 56 managers of 15 manufacturing excellent companies of Isfahan province in 2012. Fuzzy method has been used for ranking companies using the closeness to the ideal solution method (TOPSIS). Findings imply that Pars Power Transmission Equipment Company has the best rank regarding knowledge management process; and knowledge storage has the most effective, and knowledge capture has the least effective indicators in the knowledge management process. Copyright © 2015 Inderscience Enterprises Ltd.
International Journal of Process Management and Benchmarking (14606739)5(1)pp. 19-36
The purpose of this study is to propose an integrative approach of failure modes and effects analysis (FMEA) and technique for order preference by similarity to ideal solution (TOPSIS) for prioritising electronic customer complaints. The proposed approach includes six steps and has been examined in Isfahan Province Gas Company. Findings imply that lack of metre reading and lack of issuance and delay in sending bill are the highest ranked complaints. Speed in metre reading and issuance and sending subscribers' bills are effective in satisfaction of subscribers and also in preventing further failures like calculating gas price of next periods. Copyright © 2015 Inderscience Enterprises Ltd.
International Journal of Logistics Systems and Management (17427975)22(1)pp. 43-54
The aim of this article is to propose a solution for finding the shortest route for transportation between supply and demand. The problem of supplying car battery from Tehran to the centres of provinces of Iran has been investigated and a graph has been developed. Then, by using the heuristic prim algorithm, the minimum spanning tree of this graph has been obtained, and this tree has shown the shortest route for transportation. The problem has also been solved by meta-heuristic genetic algorithm, and the response has been compared with prim algorithm, and it has been shown that for big problems, the genetic algorithm can be used. In order to reduce the density of freight cars in roads, a scenario has been proposed by which, roads traffic and accidents, fuel consumption and customer delivery time can be reduced. © 2015 Inderscience Enterprises Ltd.
World Review of Entrepreneurship, Management and Sustainable Development (17460581)10(1)pp. 106-123
The aim of this survey is to analyse the influence of privatisation on organisational culture in Isfahan Mobarakeh Steel Company (IMSC); also to compare the influence of privatisation on organisational culture among staff, experts, and managers of the company. The hypotheses have been examined using ten factors of organisational culture addressed in the Rabbin's model as individual innovation, risk tolerance, orientation, uniformity and unity, management support, control, identity, reward system, conflict tolerance, and communication pattern. Statistical population of this survey includes staff, experts, and managers of IMSC and 192 staff and 60 managers have been selected as the random samples. A questionnaire has been developed containing 39 questions. Content validity of the questionnaire has been approved and reliability of data has been computed as 0.98 using Cronbach's alpha, which is satisfactory. The hypotheses have been analysed using one sample t test and independent samples t test. Findings imply that no meaningful difference is observed between the viewpoints of staff, experts, and managers of IMSC in respect of the influence of privatisation on ten factors of organisational culture. The results also show that privatisation has moderate influence on organisational culture. Copyright © 2014 Inderscience Enterprises Ltd.
International Journal of Business Excellence (17560055)7(6)pp. 700-723
Nowadays, continual improvement, reaching organisational excellence and achieving customer satisfaction in all areas of activates in an organisation has gained much importance. In this regard, benchmarking will help the organisation to reach excellence level. This article has studied benchmarking of a manager in an organisation by exploiting a proposed new framework [a combination of the AHP, EFQM, 360 degree approach and QFD (AE3Q)]. Library research method has been used for data gathering in theoretical research phase and a semi-organised questionnaire in applied research phase. Employees, stakeholders, managers and customers of two different organisations of an industry have been selected as the data tool. Sampling from employees has been conducted by grouping method while simple random method has been used for customers and stakeholders. One of the findings of this article is performance improvement of manager in an organisation by modelling of a high performance organisation and based on the prioritised performance criteria of that organisation. Other results include providing the relationship between the manager performance and the organisation performance by the help of proposed model and setting priorities for the enablers of organisational excellence model. Copyright © 2014 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432)7(4)pp. 450-472
The aim of this article is to compare organisational excellence based on the model of Peters and Waterman in Tuka Steel Investment Company and Engineering Company of Isfahan Ghaem Sepahan. Statistical samples included employees of the two companies as 82 and 89 persons, respectively. A questionnaire including 45 questions with Likert's five-oint scale has been designed for data collection. Results indicate the observed values of t in eight variables of the model of Peters and Waterman in both companies are higher than average; in Tuka Steel Company, staff autonomy and entrepreneurship factor has been lower than average; therefore, these two companies are excellent organisations based on the studied model. Results also imply these two companies have significant differences regarding some of the research variables; and the average of these variables in Engineering Company of Isfahan Ghaem Sepahan is higher than average in Tuka Steel Investment Company. Copyright © 2014 Inderscience Enterprises Ltd.
Ghorbani, M.,
Arabzad, S.M.,
Shirouyehzad, H.,
Shahin, A. International Journal of Logistics Systems and Management (17427975)18(2)pp. 270-282
Performance of cellular manufacturing systems has been rigorously investigated during the last two decades. Many of these studies are quantitative and involve precise modelling. The purpose of this paper is to determine critical factors in cellular manufacturing system (CMS) and to identify relationships between different factors of CMS via systematic approach of the theory of constraint thinking process. For this purpose, potential undesirable effects and critical factors of CMS have been identified through a brainstorming session with experts. Then, factors are analysed using thinking process by examining casual relationships, and some strategies have been suggested based on the critical factors. Findings show that knowledge of managers, management information system, performance evaluation, market demands, work-in-rocess inventory, number of cells, assigning of workers to cells, and identification of part families are recognised as the critical factors in strategic decision making. The proposed factors and the relationships have been validated by 68 experts using a binomial test. Copyright © 2014 Inderscience Enterprises Ltd.
International Journal of Productivity and Performance Management (17410401)63(3)pp. 290-307
Purpose: The purpose of this paper is to investigate the influence of employees' perception of organizational climate on organizational citizenship behaviour outbreak and the impact of both of them on organizational performance. Design/methodology/approach: This survey has been performed using structural equation modelling (SEM). The statistical population composed of the managers of Mazandaran small- to medium-sized enterprises. The analysis of the data obtained from distributed survey questionnaire has been performed by SPSS18 and AMOS18 software. Findings: Findings imply that positive perception of organizational climate influences on increasing organizational citizenship behaviour outbreak and performance of enterprise, and organizational citizenship behaviour in turn has positive and significant impact on organizational performance. Results of this survey also indicate that organizational citizenship behaviour impacts on sub-criteria of enterprise performance (i.e. financial, customer, learning and growth, internal processes). Moreover, the influence of organizational climate on all sub-criteria of performance except internal processes has been confirmed. Research limitations/implications: Lack of sufficient information concerning organizational climate in internal resources, and in some external ones, and low number of surveys performed in this field, limits the possibility of comparing the results of this survey with other similar surveys. Originality/value: This survey can be considered as an innovative survey, since there is no similar survey conducted in which three variables of organizational climate, performance, and citizenship behaviour studied, considering their specified sub-criteria. © Emerald Group Publishing Limited.
International Journal of Productivity and Quality Management (17466474)14(2)pp. 228-246
In design of experiments (DOE), the higher the ratio of signal-to-noise (S/N) is, the better the experiment would be. However, there might be cases in which, process capability is not desirable, while the S/N ratio is high. To resolve such problem, in this study an approach has been proposed to control the ratio. For this purpose, the process capability indices, i.e., CP and CPK ratios have been integrated with S/N ratio, and critical ratios have been determined for the two mentioned indices. The determined ratios not only have been used in measuring the value of S/N ratio, but also have been compared with the critical ratio. In this comparison, the changes of denominator has been studied and it has been found that selecting the experiment with highest S/N ratio is done in respect of controlling its undesirable changes within acceptable limits. Copyright © 2014 Inderscience Enterprises Ltd.
Shahin, A.,
Balouei jamkhaneh, H.,
Cheryani, S.Z.H. Measuring Business Excellence (13683047)18(3)pp. 38-56
Purpose – The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation for Quality Management (EFQM). Design/methodology/approach – The EFQM model includes both enablers and results, while in the service quality gaps model, only the gaps between the organization and customer are studied. In this paper, a new approach has been proposed to assess seven determined gaps in implementing the EFQM model based on the concepts of the service quality gaps model and the ServQual approach. The new approach to the EFQMQual has been examined in Isfahan Province Gas Company using different viewpoints of senior and middle managers and senior experts on four elements of determined gaps. These include perceptions of goals, expectations of goals, perceptions of assessment and expectations of assessment. Findings – Findings indicate that leadership and key results criteria have the lowest and the highest gap values, respectively. In addition, the fifth gap, i.e. the difference between expectations of assessment and perceptions of assessment, has the lowest average, while the seventh gap, i.e. elements of the EFQM model, has the highest average. With regard to the correlation among the seven gaps, it became obvious that there is a significant correlation among the first, fifth and sixth gaps; and also between the fourth and fifth gaps. Finally, based on the Pareto rule, the priority of the criteria related to each of the gaps has also been determined. Research limitations/implications – One of the limitations of this study is the complexity of the concepts in the questionnaires, which makes it difficult for respondents to understand the items of the questionnaires. To overcome this, therefore, the researcher has attached a guideline to the distributed questionnaires. Originality/value – As the literature review indicates, there has not been any research on integrating the concepts of the service quality gaps model, the ServQual approach, and the EFQM model, while also analyzing the weak and strong results obtained from implementing the EFQM model based on such an integrated approach. The significance of the study lies further in the fact that based on an approach similar to the proposed EFQMQual, such concepts can be applied for evaluating the implementation of other quality award systems. © Emerald Group Publishing Limited.
International Journal of Business Information Systems (17460972)15(1)pp. 84-104
Considering the rapid growth of internet service in recent years, its quality plays an important role in such environment. The aim of this study is to evaluate and rank selected hotels offering electronic services (e-services) by integrated approach of Webqual and fuzzy analytic hierarchy process (FAHP). For this purpose, the validity of Webqual model has been investigated and a model has been proposed. Appropriate criteria have been used for evaluating service quality based on Webqual model and international hotels of Isfahan have been ranked using FAHP. Findings indicate that quality of information has the highest priority; and usability dimensions and services interaction are the next priorities. Based on e-service quality evaluation, the order of ranking has been determined as Abbasi, Kowsar, Aseman and Aliqapu hotels. Copyright © 2014 Inderscience Enterprises Ltd.
Reza jalilvand, M.,
Shahin, A.,
Nasrolahi vosta, L. International Journal of Islamic and Middle Eastern Finance and Management (17538394)7(2)pp. 214-227
Purpose – This study aims to integrate consumer-based brand equity for a tourism destination (CBBETD) and the theory of planned behavior (TPB) to examine the relationship between branding and customers’ attitudes toward banking services. Design/methodology/approach – A ten-minute pen and paper questionnaire was distributed to customers of Iran’s Melli Bank in Isfahan as the biggest national bank in Iran through a multistage cluster-sampling approach. Data were collected from 364 customers and analyzed by hierarchical regression approach. Findings – Branding constructs including brand image, brand awareness, perceived quality and brand loyalty have a significant relationship with attitude constructs including affective attitude, subjective norm, perceived behavioral control and behavioral intention. Originality/value – This paper provides a practical framework derived from the CBBETD model and applies it in the context of banking services. The role and impact of its dimensions on customers’ attitudes has been demonstrated. © 2014, © Emerald Group Publishing Limited.
International Journal of Productivity and Quality Management (17466474)13(2)pp. 201-218
The aim of this study is to propose an integrated approach of the subjects of Kansei engineering and revised Kano model. Customers' Kansei term, i.e., requirements, emotions, and affections about automobile have been identified and screened by Kansei engineering, and then each of the Kansei terms has been asked from customers using a Kano questionnaire, and in the next stage the collected data has been analysed and classified based on both the traditional and revised Kano's models and evaluation tables, and finally the obtained results have been compared. Findings imply that while classifying various Kansei terms in respect of Kano major dimensions, i.e., must be, one dimensional, and attractive, seems similar based on the traditional and the revised approaches of Kano model, it seems that the revised Kano model provides more accurate information than the traditional Kano model, and this can be effective and profitable to those organisations that compete for higher customer satisfaction Copyright © 2014 Inderscience Enterprises Ltd.
International Journal of Services and Operations Management (17442370)19(3)pp. 360-376
Brand is regarded as one of the most important assets of a company and plays a key role in its success. Among various dimensions mentioned for brand, in this survey the brand image has been concentrated. Having identified the most important indicators of forming brand image, the aim of this survey is to state its role in influencing passengers' purchase intention in Iran's aviation industry. For this purpose, structural equation modelling (SEM) method has been used. The research sample includes Iran airlines' passengers. A questionnaire has been used to collect information. Findings indicate that the brand image and its indicators have an important and detrimental role in passengers' purchase intention, and estimate a considerable portion of purchase intention variance. Copyright © 2014 Inderscience Enterprises Ltd.
International Journal of Production Research (00207543)51(18)pp. 5469-5484
This paper proposes a three-phase approach for supplier selection based on the Kano model and fuzzy Multi Criteria Decision-Making. Since the supplier selection problem involves different criteria, quality attributes have been assumed to denote the importance weight of the criteria for supplier selection. Furthermore, to consider the inherent vagueness of human thought, a fuzzy logic has been utilised. Initially, the importance weight of the criteria has been calculated using a fuzzy Kano questionnaire and fuzzy analytic hierarchy process. In the second phase, the Fuzzy TOPSIS technique has been used to screen out in capable suppliers. Finally, in the third phase, the filtered suppliers which are qualified, once again will be evaluated by the same approach for the final ranking. The proposed approach has also been examined in a case study. © 2013 Taylor and Francis Group, LLC.
International Journal of Productivity and Quality Management (17466474)12(2)pp. 121-140
The aim of this paper is to propose an integrated model of concurrent engineering (CE) and manufacturing flexibility mechanisms. For this purpose, a conceptual model has been proposed, in which the dimensions of CE are interconnected with manufacturing flexibility mechanisms. A questionnaire has also been developed in order to examine the addressed linkages. Questionnaires have been fulfilled by senior managers and supervisors of two industrial organisations. Statistical analysis has been used to investigate the linkages and the viewpoints of two groups of respondents. Findings indicate that the linkage values are almost high and there is no significant difference between the two groups of respondents. Copyright © 2013 Inderscience Enterprises Ltd.
Shahin, A.,
Isfahani, N.G.,
Nilipour tabatabaei, S.A. International Journal of Applied Management Science (17558913)5(3)pp. 265-280
In this study, a new approach has been proposed for selecting appropriate maintenance strategies. For this purpose, decision making grid (DMG) has been developed. Sigma level and process capability indexes have been used based on the metric of mean time between failures (MTBF). The proposed approach has been examined on 26 equipments of a steel manufacturing company. Findings imply that a relatively more logical and appropriate set of maintenance strategies can be determined for equipments based on the proposed approach. Copyright © 2013 Inderscience Enterprises Ltd.
Tavakoli, N.,
Jahanbakhsh, M.,
Shahin, A.,
Mokhtari, H.,
Rafiei, M. Acta Informatica Medica (03538109)21(1)pp. 23-25
Introduction: Today, health information technologies are base of health services and Electronic Medical Record is one of them. The purpose of this paper is to investigate the Technology Acceptance Model (TAM) on EMR at Central Polyclinic Oil Industry that is a pioneer in implementation of EMR in Isfahan. Methods: This study was an applied and analytical survey that it was done at the Central Polyclinic Oil Industry. Because statistical population were limited, sampling bas been done by conducting the census and the sample was according to the population. The data was collected by a researcher-made questionnaire that it was validated by experts and its reliability was confirmed by test retest. The questionnaire was developed in 5 scopes including external factors (data quality and user interface), perceived usefulness, perceived ease of usefulness, attitude toward using, and behavioral intention to use. The Results analyzed by SPSS. Results: There was a significant relationship between data quality with PU(r=/295, p≤0001) and PEU(r=/499, p≤0001). Also there was a significant relationship between user interface with PU(r=/543, p≤0001) and PEU(r=/477, p≤0001). PU and PEU had a significant relationship with attitude respectively (r=/590, p≤0001; r=/605, p≤0001). In addition attitude had a significant relationship with behavioral intention to use(r=/734, p≤0001). There was no significant relationship between data quality with attitude(r=/161, p≥005). Discussion: The survey of the scopes in the polyclinic showed that there is relationship among user interface, perceived usefulness, perceived ease of usefulness, attitude toward using, and behavioral intention to use, but data quality has no relationship with attitude. It seems the system designers didn't consider to data quality characteristics. It is proposed that they consult with health information management professionals for improvement the existing system. © AVICENA 2013.
Research Journal of Applied Sciences, Engineering and Technology (discontinued) (20407459)6(16)pp. 2964-2971
The aim of this study is to investigate the impact of learning organization on implementing Total Quality Management (TQM). For this purpose, 110 people out of the statistical population of 1210 employees of Karaj Telecommunication Company have been selected using classified probable sampling to respond to the questionnaire of this survey. The tools used in this survey include (Marsick and Watkins, 2003) standard questionnaire of learning organization dimensions and Zhang's justified questionnaire related to TQM. The validity and reliability of utilized tools have been approved. In order to analyze the results, the SPSS software has been used. Correlation and multi regression analysis have been utilized for data analysis. Major findings imply that there is a positive and significant correlation between learning organization dimensions and seven dimensions considered for TQM, indicating that learning organization significantly impacts on TQM. © Maxwell Scientific Organization, 2013.
International Journal of Business Information Systems (17460972)14(1)pp. 41-55
The aim of this study is to survey the relationship among self-leadership strategies by association rules. The statistical population includes students of the University of Isfahan out of which, 367 has been randomly selected for filling questionnaire. After collecting data, the relationship between self-leadership strategies has been investigated by association rules. Findings indicate that there are relationships among self-goal setting and self-cueing; self-reward and self-punishment; self-observation and natural reward; beliefs and self-observation; beliefs and self-observation; beliefs and natural reward, and self-speaking and mental imagery. © 2013 Inderscience Enterprises Ltd.
International Journal of Innovation and Learning (14718197)14(1)pp. 1-18
The aim of this paper is to investigate the relationship of innovation control factors such as total quality management (TQM) with innovation performance in a manufacturing company. For this purpose, a survey-based investigation has been conducted in Isfahan Steel Company, in which 63 managers and supervisors have participated. House of quality (HoQ) has been used for analysing the relationship between TQM and innovation performance. The findings imply that among TQM factors, continuous improvement and team working have the first and the last priorities, respectively regarding their major influences on innovation performance. Copyright © 2013 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)11(1)pp. 116-130
Customer satisfaction depends on service quality and service quality in turn is dependent on personnel satisfaction. Personnel satisfaction is also dependent on internal service quality (ISQ) among departments. In this study, the ISQ of service departments has been assessed in Isfahan Steel Company (ISC). For this purpose, service quality gaps are evaluated based on the standard SERVQUAL instrument, the ISQ is measured and analysed at transportation, restaurant and socio-cultural departments of the company. TOPSIS Technique has been used to prioritise service quality gaps. Findings imply that there is a significant gap between perceived and expected quality in the studied service departments. Also, socio-cultural and transportation departments have had the highest and lowest ranks, respectively. In addition, tangibles, empathy, responsiveness, assurance and reliability dimensions have had the highest to the lowest priorities in the service departments of ISC. Copyright © 2013 Inderscience Enterprises Ltd.
International Journal of Procurement Management (17538432)6(3)pp. 329-349
The purpose of this paper is to develop an integrated model of 360° approach and EFQM by House of Quality (HoQ) technique for evaluating the performance of managers toward organisational excellence. Iran Polyacryl Co. has been selected for examining the proposed model. The statistical population includes employees, customers, stockholders and company's manager and data has been collected using questionnaire. Findings imply a considerable gap between manager's self assessment and performance evaluation of employees, customers and stockholders. The major gaps are related to bottom-up communication with minimum value of -37.44 as weakness and strategic vision with maximum value of 67.73 as strength. Copyright © 2013 Inderscience Enterprises Ltd.
Journal of Manufacturing Technology Management (1741038X)24(6)pp. 952-971
Purpose - The purpose of this research is to propose a new model for the integration of concurrent function deployment (CFD) and parameter (P) diagram in order to prioritize innovation factors. Design/methodology/approach - Each of the approaches of CFD and P diagram and their features has been demonstrated and according to their common features, an integrated model has been designed in two phases. It has been examined in Sepahan Industrial Group, of which the major product is API gas pipeline network demanded by Isfahan Province Gas Organization. A questionnaire has been designed and delivered to four major units of Isfahan Province Gas Organization. Findings - "Hydrostatic test" and "number of close end branch pipes" with the average values of 4.78 and 3.31 have been found as the first and last priorities of importance to customers, respectively. The output of the first phase includes "equipments" as the first priority of control factors, and "changing market or customers wants" as the first priority of noise factors. The results of the second phase show that "fault-free product" and "successful innovation outcomes" are, respectively, recognized as first priorities of response factors. Finally, "successful innovation outcomes" has been determined as the first priority of response factors. Research limitations/implications - The matrixes of the two phases could become larger if the number of factors in the P diagram increases, and therefore, filling and analyzing the matrixes might become time consuming and difficult. Originality/value - The proposed integrated model can be effective for almost all organizations that aim to meet the dynamic needs of markets and customers and intend to incorporate innovation in their products and services. By the new approach, determination and prioritization of innovation factors can be done based on customers' viewpoint, while in the traditional approaches this was done only from the viewpoint of engineers and designers. Copyright © 2013 Emerald Group Publishing Limited. All rights reserved.
International Journal of Applied Decision Sciences (17558085)6(2)pp. 160-185
In this paper, a comprehensive framework of assessing brands with a hierarchy of effective indicators has been developed and proposed. The proposed framework has been used in prioritising registered brands of Isfahan by the use of multiple criteria decision making techniques, based on the views of a team of experts. The team has determined the importance and weight of each indicator using AHP technique. Questionnaire, interview, brands' documents, and Delphi method have been used for data collection. Comparative analysis and multiple criteria decision-making (MCDM) are used for analysing the collected data. The survey process has been designed in six phases and by applying TOPSIS method on obtained data from organisations, 76 brands of Isfahan province have been ranked. Findings imply that steel companies have the highest ranks among the studied brands. Copyright © 2013 Inderscience Enterprises Ltd.
Shahin, A.,
Vaez shahrestani, H.,
Bagheri iraj, E. International Journal of Business Innovation and Research (17510252)7(6)pp. 717-729
Contradiction in the process of product design during translating customer's kansei (feeling and demands) makes this process more complicated. The aim of this study is to resolve this contradiction using theory of inventive problem solving (TRIZ). For this purpose, a comparison has been made among TRIZ and kansei engineering parameters in order to take advantage from Altoshler's traditional contradiction matrix, and respectively, a new contradictions matrix has been proposed for product design. Copyright © 2013 Inderscience Enterprises Ltd.
International Journal of Logistics Systems and Management (17427975)14(1)pp. 55-72
In this paper an attempt has been made to find how outsourcing of activities influences agility of organisations. After reviewing the literature, a conceptual model has been proposed, which indicates the relationships between the two subjects. Based on the proposed model, a questionnaire has been designed and utilised in Kurdistan Tractor Manufacturing Company. Correlation analysis has been conducted and the results reveal that the variables of outsourcing, i.e., cost effectiveness, downsizing, focus on main activities, and job specialisations have direct influence on organisational agility. The findings support the proposed model. © 2013 Inderscience Enterprises Ltd.
International Journal of Industrial and Systems Engineering (17485037)15(4)pp. 443-461
It is crucial for team managers and coaches to select best players. This is related to the costs and performance of the team. In this paper, a two-phase approach has been proposed to select and rank the best football players of the English Premier League. Data envelopment analysis (DEA) model has been utilised to identify the best players. Then, another type of DEA model has been used to rank the selected players. The proposed approach has been examined in the English Premier League 2010-2011. Findings imply that Rooney, Drogba and Tevez are ranked as first, second and third players, respectively. Copyright © 2013 Inderscience Enterprises Ltd.
International Journal of Industrial and Systems Engineering (17485037)15(2)pp. 171-192
Which maintenance strategy is the most suitable one to maintain equipments? This is one of the questions which the majority of maintenance managers face it. The main aim of this study is to recommend an efficient method to determine the most suitable maintenance strategy. The main purpose of this study is to develop an analytic network process (ANP) method and the technique for order preference by similarity to an ideal solution (TOPSIS) for selecting suitable maintenance strategy. First of all, the priority of criteria is identified by ANP method. Then, paired comparing maintenance strategies related to criteria, table of importance of criteria is arranged. Considering the table and weights of criteria which is evaluated by ANP method, a decision-making matrix is arranged. Finally, employing TOPSIS method, maintenance strategies are ranked. The proposed method in this study has been employed for a category of equipment in Chadormalu Mining Industrial Company. Five maintenance strategies called DOM, TPM, CBM, TBM, EM according to four criteria called cost, maintainability, availability, reliability for a category of equipment in this plant were compared in which, CBM and TPM strategies ranked first and second among others. Copyright © 2013 Inderscience Enterprises Ltd.
Shahin, A.,
Gharibpoor, M.,
Teymouri, S.,
Bagheri iraj, E. International Journal of Business Information Systems (17460972)13(4)pp. 453-470
Improving customer satisfaction and implementing electronic customer relationship management (e-CRM) can help banks to gain their financial goals. Literature review shows lack of investigation on the relationship between e-CRM and brand personality. In this research, the influence of e-CRM on the online brand personality (brand personality of website) has been examined using structural equation modelling (SEM) in Mellat Bank as a well-known bank in Iran. The results imply that there is a positive and strong relationship between e-CRM services and brand personality. Copyright © 2013 Inderscience Enterprises Ltd.
Shahin, A.,
Pourhamidi, M.,
Antony, J.,
Park, S.H. International Journal of Quality and Reliability Management (0265671X)30(3)pp. 341-358
Purpose: The purpose of this paper is to develop and suggest a reference Kano model. Design/methodology/approach: Existing Kano models have been classified into three types and, for each type, the curves, together with their corresponding evaluation tables, have been studied and a new type of the Kano model developed. Findings: Findings imply that the existing types of the Kano model have weaknesses: starting points of the curves are not located in correct position; the sequence and slopes of the curves are not carefully illustrated; and the cells of Kano evaluation table are not coded correctly. Such problems have been resolved in the proposed Kano model. Research limitations/implications: Empirical research is needed to examine the proposed type of Kano model, and to investigate the differences between the results of the application of the new and other types of Kano model. Originality/value: This study provides a valuable reference model for researchers and practitioners, to be utilized in future investigations. © Emerald Group Publishing Limited.
Shirouyehzad, H.,
Lotfi, F.H.,
Shahin, A.,
Aryanezhad, M.,
Dabestani, R. International Journal of Services and Operations Management (17442370)12(3)pp. 289-308
During the last two decades, the subject of service quality has been widely recognised due to its vital contribution to customer satisfaction improvement. Service quality is also crucial in hospitality industry since hotels can improve their market share and profitability with appropriate quality of services. Respectively, it seems important to measure delivered services quality based on customers' point of view. In this paper, data envelopment analysis has been applied to identify the most critical service quality dimensions, based on the difference between customers' perceptions and expectations. The case study includes three four-star hotels in Isfahan. The findings imply that price, reliability and tangibles are the most important service quality dimensions. Copyright © 2012 Inderscience Enterprises Ltd.
Measuring Business Excellence (13683047)16(3)pp. 84-99
The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness. A new approach is proposed, in which SERVQUAL and overall administration effectiveness (OAE) are integrated. The recycling pavilion service process of Isfahan municipality is examined. By distributing 120 questionnaires containing the 22 questions of the SERVQUAL instrument developed by Parasuraman et al. in four pavilions of four different regions of the city of Isfahan, the services quality gap was measured and the OAE indicator performance was calculated. In OAE, the quality ratio was measured based on the quality gap, and performance and availability ratios were measured based on the characteristics of the recycling pavilion services. The empirical findings imply that the application of the proposed approach has resulted in a reduction of 0.59 of the gap average and a 36 per cent improvement of the OAE indicator. While a general approach is proposed for service application, the results of the case study may not be generalisable. The proposed approach of this study presents a method for simultaneous analysis of service quality and effectiveness. © 2012, Emerald Group Publishing Limited
Yousefi, O.,
Aryanezhad, M.,
Sadjadi, S.J.,
Shahin, A. Journal of Zhejiang University: Science C (1869196X)13(8)pp. 601-612
We develop a multi-objective model in a multi-product inventory system. The proposed model is a joint replenishment problem (JRP) that has two objective functions. The first one is minimization of total ordering and inventory holding costs, which is the same objective function as the classic JRP. To increase the applicability of the proposed model, we suppose that transportation cost is independent of time, is not a part of holding cost, and is calculated based on the maximum of stored inventory, as is the case in many real inventory problems. Thus, the second objective function is minimization of total transportation cost. To solve this problem three efficient algorithms are proposed. First, the RAND algorithm, called the best heuristic algorithm for solving the JRP, is modified to be applicable for the proposed problem. A multi-objective genetic algorithm (MOGA) is developed as the second algorithm to solve the problem. Finally, the model is solved by a new algorithm that is a combination of the RAND algorithm and MOGA. The performances of these algorithms are then compared with those of the previous approaches and with each other, and the findings imply their ability in finding Pareto optimal solutions to 3200 randomly produced problems. © Zhejiang University and Springer-Verlag Berlin Heidelberg 2012.
Australian Journal of Basic and Applied Sciences (19918178)6(9)pp. 517-524
This study aimed to investigate the effect of customers' feeling and judgment about Isfahan Crystal and Glass products on their loyalty. The customers of Isfahan Crystal and Glass products were the studied population. 348 respondents were randomly selected to participate in the study. The data gathering instrument was a questionnaire which its validity and reliability have been verified. Structural Equations Modeling was applied to examine the relationship between variables. The findings indicated that the direct effect of the Brand equity on customers' loyalty and also direct effect of the customers' Feeling and judgment toward Isfahan Crystal and Glass products on their loyalty were positive and significant.
World Applied Sciences Journal (discontinued) (18184952)16(5)pp. 559-568
In today market, transferring product to customers at the shortest possible time is an advantage. In contrast, delay provides undesirable results for a company. There might be many reasons in the supply chain for this delay, but focus can be placed on the first stage of a supply chain, which is related to suppliers and supplier relationship management (SRM). The concentration of this paper is on long lead time (LT) as a critical problem and also as an indicator of suppliers' relationship performance as well as an indicator of the whole supply chain. In fact, the aim is to propose an SRM approach for reduction of LT. Casual Loop Diagram (CLD) has been used to find two main reasons for the long LD, i.e. poor communication between the procurement department and suppliers and problems in procurement management. A manufacturing supplier company has been selected for empirical study and the results imply that after implementing SRM approach, products are delivered five days earlier. This approximately shows 33% time reduction, from period of 10 to 15 days to the period of 5 to 10 days. Therefore, the LT indicator has been cut by one third, which indicates the effectiveness of SRM in supply chain. © IDOSI Publications, 2012.
International Journal of Services and Operations Management (17442370)12(3)pp. 368-386
Managers face with the problem of decision-making for selecting suitable maintenance strategy because of the emergence of different maintenance strategies for systems and equipments. Considering implementation methods and strengths and weaknesses of each maintenance strategy, simultaneous employment of these strategies may result in improvement or reduction of organisational performance. The main purpose of this paper is to consider interdependency of maintenance strategies to find the most suitable maintenance strategy for equipments. While the problem of selecting a suitable maintenance strategy can be solved by multi-criteria decision-making, the approach of analytic network process (ANP) has been suggested due to its network structure and its capability in counting the interdependency of maintenance strategies. As a case study, an attempt has been made to propose the most suitable maintenance strategies for a category of equipments in Chadormalu Mining-Industrial Company by the ANP approach. The findings imply that the priorities of maintenance strategies include TPM, CBM, DOM, TBM, EM, respectively. Also, maintainability and reliability have been found as the main reasons of higher rankings of TPM and CBM strategies. Copyright © 2012 Inderscience Enterprises Ltd.
Shirouyehzad, H.,
Lotfi, F.H.,
Shahin, A.,
Aryanezhad, M.,
Dabestani, R. International Journal of Services and Operations Management (17442370)12(4)pp. 447-467
The aim of this paper is to evaluate three, four and five-star hotels and to identify the most critical service quality dimensions in these hotels. This study applies the principle behind the SERVQUAL and performance methods to measure service quality of hotels. Yet, data envelopment analysis approach is exploited to evaluate the efficiency of hotels. Through identification of five SQDs and use of five-point Likert scale, two questionnaires containing 22 items were developed. The former questionnaire measure customers' expectations while the latter one measures customers' perceptions form delivered services. The sample of respondents includes 45 customers which were taken from each hotel separately. The sample of respondents includes 45 customers in each hotel. Finally, a sensitivity analysis method in DEA approach and Norm-2 method is applied to address the most important service quality dimensions. The results reveal that empathy and responsiveness are the most critical factors. Four hotels were also identified efficient. However, all efficient hotels do not have necessarily the best customers' perceptions or the lowest service quality gaps. Copyright © 2012 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)10(4)pp. 464-483
The main purpose of this paper is to determine suitable maintenance strategy with the aid of analytic network process (ANP) by which, the inner and mutual dependencies between criteria and strategies can be considered. For this purpose, maintenance strategies are assumed as alternatives and reliability, availability, maintainability and cost as criteria. The proposed approach has been examined in a group of equipments of Chadormalu Mining-Industrial Company. Findings imply that the priorities of maintenance strategies include TPM, CBM, TBM, DOM and EM, and the priorities of criteria include availability, maintainability, reliability and cost, respectively. Copyright © 2012 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)9(3)pp. 404-421
This paper shows how the Taguchi's robust design can be developed to design the best levels of service quality dimensions. For this purpose, Taguchi's experimental design and signal-to-noise ratio (S/N ratio) have been examined in the Isfahan International Airport services and the results have been analysed by Minitab software. About 13 dimensions of service quality have been assumed as control factors and the average passenger satisfaction has been assumed as response. Twenty-seven experiments have been designed for estimating the amount of passenger's satisfaction and after collection and analysis of data, appropriate levels of service quality have been determined. The S/N ratios calculated highlight the 14th experiment as the best one. The value of passenger satisfaction in access-level B, i.e. fitness of variety services to passenger's requirements in different hours a day, is found as higher than other dimensions. Also, information about changes in services is found as the highest value of dissatisfaction. Copyright © 2012 Inderscience Enterprises Ltd.
Journal of Industrial Engineering and Management (20138423)4(2)pp. 258-280
Purpose: The aim of this paper is to examine the feasibility of implementing TQM based on soft factors, which can influence the successful implementation of TQM. Design/methodology/approach: A framework has been developed for the TQM soft factors based on literature review and respectively, questionnaires which are directly related to the addressed factors have been designed and distributed to the employees of an engineering service company as the main enablers of improving the effectiveness of TQM. Findings: The findings imply that committed leadership, closer customer relationship, benchmarking and process improvement have the most correlations amongst the TQM soft factors. Training is the only factor which is not correlated to other soft factors. Leadership has also the highest value among the soft factors. Research limitations/implications: The proposed framework is costly and time consuming due to the large number of questions it holds. In this study, it is assumed that sub factors have the same importance. But there is a possibility in which these subdivisions do not have the same relative importance weight. The study is also limited to one company and therefore, the findings should not be generalized. Practical implications: The proposed TQM soft factors framework can be useful for those organizations which consider TQM as an integrated quality management system as the major foundation for achievement of competitive advantage.Originality/value: A comprehensive framework for TQM soft factors has been presented since it involves almost all of the soft factors addressed in the literature.
International Journal of Lean Six Sigma (20404166)2(3)pp. 215-240
Purpose - The purpose of this paper is to propose an integrative model of leagile production and to examine its influence on the quality of products based on Six Sigma approach. Design/methodology/approach - A new model has been proposed in which the three strategies of postponement, mass customization, and modularization are included together with an executive algorithm. The proposed model has been examined using three main products of the Ghods Manufacturing Group, which is a manufacturer of truck body parts, from March to July 2008. In the case study, upstream and downstream processes (after processes warehousing of the semi-manufactured parts) have been considered for the implementation of lean and agile production strategies, respectively. The product waiting time in the production section has been considered as the lean production indicator, and the warehousing time in the final warehouse has been considered as the indicator of agile manufacturing. These indicators have been evaluated before and after implementation of the proposed model and the sigma level of the studied processes has been evaluated. Findings - The results imply that the sigma level the product A has been improved by 147 percent considering the first indicator and by 8 percent considering the second indicator. Also, product B has 65 and 47 percent and product C has 65 and 150 percent of improvement considering the two indicators, respectively. Research limitations/implications - The proposed model has not been implemented in a wide range of operations and has not covered all of the products of the case study. Also, due to the lack of literature on standard criteria for evaluating leagile production, the criterion of the duration of waste has been defined and used for leanness and the duration of final storage has been defined and applied to assembly line based on specific orders from customers, which in turn might be realized as a limitation. In comparing the process before and after improvement, there might exist other unknown factors by which, results would be affected. Originality/value - While the literature includes researches on leagile production and its advantages, this investigation further proposes a leagile production model which includes three strategies of postponement, mass customization, and modularization and is employed based on Six Sigma approach. © Emerald Group Publishing Limited.
Modern Applied Science (discontinued) (19131852)5(6)pp. 86-97
In today world of competition, one of critical success factors influencing survival, profitability, and competitive advantage of manufacturing organizations is to select appropriate maintenance policy. While decision making grid (DMG) provides a relatively comprehensive perspective to managers for policy making, its criteria does not include overall equipment effectiveness (OEE), perhaps since OEE is mostly used in one of the policies, i.e. total productive maintenance (TPM). In this article, the traditional DMG has been modified, in which the range of OEE has been estimated and replaced by one of the grid's criteria. A case study has been conducted in one of the steel manufacturing companies of Iran and data has been obtained and analyzed from 30 machines of the company. The major finding of this investigation is that although OEE is an indicator of TPM, its different values might suggest different policies in addition to TPM.
Modern Applied Science (discontinued) (19131852)5(4)pp. 95-111
The purpose of this paper is to propose an integrated approach of simulation, fuzzy analytic hierarchy process and Quality Function Deployment (QFD) and Multiple Criteria Decision Making (MCDM) for facility layout design improvement and optimization. Computer simulation has been used to determine quantitative measures. Analytical Hierarchy Process (AHP) has also been used to determine the weight of qualitative measures for layout alternatives. Non equal weights have been derived with respect to the quantitative and qualitative criteria. QFD has been used to determine weights of criteria and the importance of the alternatives in relation to quantitative and qualitative measures. Finally, Topsis approach has been used for ranking the alternatives and identifying the best alternative. The results imply that the proposed methodology is more reliable compared to existing approaches. In addition, the methodology requires managers' concentration on Facility Layout Problem (FLP). This paper provides organizations a way to devise and refine adequate criteria and alleviate the risk of selecting optimal solutions.
International Journal of Business Innovation and Research (17510252)5(4)pp. 291-308
This paper develops the service theory of inventive problem-solving (TRIZ) for service quality design. It also proposes a new generic contradiction matrix for problem-solving in service applications. The traditional algorithm of TRIZ problem-solving is slightly modified; the 39 TRIZ traditional parameters in manufacturing are changed to 12 major parameters; and a 12 × 12 matrix of contradictions is proposed for problem-solving in service applications. The proposed approach is examined at the front desk encounter of a four-star hotel. Findings indicate that the reservation system of the selected hotel is effectively redesigned and improved. Copyright © 2011 Inderscience Enterprises Ltd.
International Journal of Business Innovation and Research (17510252)4(4)pp. 376-390
Since food products directly affect consumers' health, they consider more care in selection of such products. Packaging as an important element plays a major role in consumer decision of food products. The aim of this research is to gain a deeper understanding of the role of packaging elements in consumer buying decisions considering different product categories. For this purpose, some hypotheses have been derived in order to examine the influence of factors such as the effects of colour, size, information, images, ease of use, and shape of package on consumer buying decisions based on a literature review. The hypotheses have been examined in a survey including a random sample of 60 MBA students of the University of Isfahan. The findings imply that graphical, structural and informational elements of packaging influence customer choice of product, while the measure of influence differs for various elements in different product categories. Copyright © 2010 Inderscience Enterprises Ltd.
International Journal of Logistics Systems and Management (17427975)6(1)pp. 60-75
Service Supply Chain Management (SSCM) is an analogous systems approach that is especially suitable for delivering mobile services. In this paper, customer-supplier duality has been demonstrated precisely and different examples have been presented for different bidirectional levels of service supply chains. The particular elements and impacts of SSCM have been addressed and its differences from manufacturing SCM have been highlighted. This paper implies that SCM in services is more complicated than in manufacturing. The major elements of SSCM which differentiate it from manufacturing have been emphasised. SSCM could provide considerable benefits to service organisations, including flexibility in delivery, dynamic scheduling and process orientation. © 2010 Inderscience Enterprises Ltd.
International Journal of Business and Globalisation (17533627)5(3)pp. 280-296
The main purpose of this study is to explore the relationship between organisational behaviour (OB) and concurrent engineering (CE). A conceptual model has been established, in which OB factors are classified under six major categories. Using a questionnaire based on the model, the relationship between OB and CE has been studied in 161 responded companies from different selected industries in Isfahan province of Iran in 2005. The results reveal that major barriers to the development of CE are (1) being responsible; (2) risk taking; (3) compensation ways; (4) creativity and innovation (in organisational communication); (5) oral communication; (6) entrepreneurial attitude and (7) achievement motivation. The relationship values between OB factors and CE have been found less than 0.323 in all categories. The outcomes are believed to enhance the capabilities of managers in dealing with OB effectiveness, which in turn leads to the development of entrepreneurship. © 2010 Inderscience Enterprises Ltd.
Total Quality Management and Business Excellence (14783363)20(9)pp. 1003-1028
The present study contributes to the knowledge of how the Kano model and questionnaire are used for classifying and prioritising customer requirements in service industries, such as the international airlines. After the literature review, the application of the Kano model in three case studies is investigated. In one of the investigations, the Kano questionnaire has been used, considering 80 customers, 15 service providers and the airline managers. The results imply that the demographic characteristics of travellers could strongly affect the Kano quality categorisation. Also, in cases where almost all of the requirements are basically 'must-be', such as customer complaints, the regular approach of Kano categorisation seems not to be as effective as expected, hence some initial actions seem necessary prior to the analysis. They might include further classification of major Kano categories into sub-categories. Although the use of the Kano questionnaire provides great advantages, the analysis might become complicated and time consuming in case of multiple groups of customers with a wide range of requirements. The results encourage airline managers to use the Kano analysis as an advanced approach for measurement of satisfaction/dissatisfaction even before developing and launching new services/products, comparing with the traditional questionnaires they regularly use after customers experience of services/products. The study has provided considerable evidence to suggest that the Kano methodology could fulfil the promise of providing service designers with a method to establish the requirements most critical to customers, and to cope with the dynamic nature of the highly competitive service market environment with emphasis on the non-linear relationship between customer satisfaction and customers' requirements fulfilment. © 2009 Taylor & Francis.
International Journal of Six Sigma and Competitive Advantage (14792753)4(1)pp. 48-59
Design for Six Sigma (DFSS) is a powerful approach for designing products, processes and services to meet the needs and expectations of the customer while driving down quality costs. It involves the utilisation of powerful and useful statistical tools to predict and improve quality before building prototypes. This paper attempts to study DFSS and the associated experiences of world-class companies. For this purpose, DFSS methodologies are introduced and compared with Six Sigma methodology. The DFSS process is demonstrated and some examples of world-class companies are presented. Finally, some implementation obstacles are addressed and the DFSS training programme is described and emphasised. The findings imply that the methodologies for DFSS are enormous and companies employ different methodologies. Also, it has been found that the role of project leaders is essential for the success of projects and the training programme offered in DFSS should be flexible. Copyright © 2008, Inderscience Publishers.
TQM Journal (17542731)20(1)pp. 68-86
Purpose - The purpose of this paper is to propose an integrated model of quality function deployment (QFD) and customer relationship management (CRM) for design and delivery processes. Design/methodology/approach - After the literature review, the elements of a CRM business cycle were integrated with different phases in QFD. The proposed model was further developed, based on customer participation in the design and delivery of products/services, as a major stage in CRM in three cases: customer participation in design; delivery; and design and delivery. As a case study, the customer participation in delivery was studied in after-sale services of the Iran Khodro Co., which is the second major carmaker company in Iran. Findings - The results imply that QFD and CRM are complementary approaches and once they are combined, their capabilities are enhanced and managing customer relationship is empowered. According to the case study, personnel monitoring and human resources management (HRM) have been targeted as the first priorities in process parameters and process control characteristics, respectively. Research limitations/implications - Although the developed model involves considerable advantages, due to the different matrixes used for QFD, its use might become time consuming and complicated. Also, gathering information from customers and categorizing them respectively play major roles in effective and strategic CRM. Originality/value - The proposed model provides a means of harnessing the power of the present research innovations and advancements in order to empower customer need assessment, acquisition, development, equity leverage, retention and referrals, as well as prioritization of the features of products/services, processes, and performance indicators, according to the voice of customers. © Emerald Group Publishing Limited.
International Journal of Process Management and Benchmarking (14606739)2(4)pp. 323-337
A In this paper, an attempt has been made to provide a comprehensive perspective of the integrative approaches and frameworks. For this purpose, the subjects of lean and Six Sigma have been demonstrated separately and compared, and then their integration approaches and frameworks have been studied and discussed. The outcomes imply that integrating lean and Six Sigma creates a win-win situation. The combination of both can provide the philosophy and the effective tools to solve problems and create rapid transformational improvement at lower cost. Potentially, this could increase efficiency and effectiveness, which in turn leads to higher performance. Copyright © 2008 Inderscience Enterprises Ltd.
International Journal of Productivity and Quality Management (17466474)3(2)pp. 206-222
Today's economic climate characterised by increasing competition and structural turbulence will require a higher combined level of productivity and quality than has been the case in the past. This paper has demonstrated the interlinkages among quality and productivity, and for this purpose, similarities of the two important concepts have been reviewed. Major quality factors, which are the possible sources for poor/high productivity have been introduced, and finally, some advanced models have been presented and developed in which, the direct and indirect relationships between quality and productivity are addressed. This study has also highlighted the fact that improving quality plays a fundamental role in increasing operations productivity in organisations. Copyright © 2008 Inderscience Enterprises Ltd.
International Journal of Quality and Reliability Management (0265671X)24(7)pp. 753-770
Purpose - The purpose of this paper is to enhance understanding of corporate governance (CG) in delivering excellence in corporate social responsibility (CSR). Design/methodology/approach - The paper demonstrates models of CG and the associated elements affecting CSR. It addresses the integration of CSR into management systems through a framework as a process-based management system and studies the role of leadership style for socially responsible organizations. The paper develops a comprehensive questionnaire that enables organizations to audit their commitment to environment and social responsibility. Findings - The paper reflects that CG encompasses different internal and external factors, by which management of organizations are influenced. This is also compatible with the new corporate community models, in which investors, the public, customers, employees and associated corporations have a mutual impact on management. The leadership style is also found to play an important role in socially responsible organizations. In this respect, transformational leader seems to be more effective, compared with manager and transactional leader. The paper suggests that organizations should audit their CG capabilities towards CSR, based on a proposed questionnaire in order to drive excellence in CSR. Originality/value - The paper provides a comprehensive study to help understand key elements of CG and CSR and proposes a new questionnaire to organizations for assessing how far they are able to move towards socially responsible organizations. © Emerald Group Publishing Limited.
International Journal of Productivity and Performance Management (17410401)56(3)pp. 226-240
Purpose - The purpose of this paper is to provide an integrated approach that prioritizes organizational key performance indicators (KPIs) in terms of the criteria of SMART (Specific, Measurable, Attainable, Realistic, Time-sensitive) goal setting. Design/methodology/approach - The research was carried out using the analytical hierarchy process (AHP) technique as the basis for pairwise comparisons of SMART criteria, considering each KPI. Findings - A new approach is outlined, encompassing step-by-step guidelines for decision makers to conduct the prioritization process of SMART KPIs. The results of the case study highlight the applicability of the proposed approach and the calculation process for prioritizing KPIs. Research limitations/implications - The rating scales used in the AHP analysis are conceptual; although it identifies which dimensions require improvement, the proposed approach does not provide guidance on an appropriate action plan to address deficiencies; another limitation is that the framework adopted only the SERVQUAL service dimensions. Originality/value - This paper gives a novel approach for prioritization of KPIs. The proposed approach has a holistic mechanism; it could empower decision-making teams; it is capable of enhancing advanced quality engineering approaches; and provides great opportunities for future research. © Emerald Group Publishing Limited.
Total Quality Management and Business Excellence (14783363)17(5)pp. 567-587
Since customers are not all created equal, it could not be overemphasised that a precise knowledge of Customer Requirements (CR) holds the key to business success. This paper offers Customer Requirements Segmentation (CRS) as a novel technique for categorizing CR with precision. CRS involves three different types of segmentation according to: service encounters or the service provided within each service encounter (CRS-I); customers' characteristics, e.g. age, gender, etc (CRS-II); and prioritized CR importance (CRS-III). Starting with a comprehensive list of Service Quality Dimensions (SQD), the CRS-I, II and IIIs will successively emerge. Although Quality Function Deployment (QFD) has been widely used in analysing and eventually delivering what the customers want, its implementation has not always been effective. CRS would help overcome some of the major difficulties in QFD implementation which are particularly acute in the Service Sector, namely: in ascertaining the ambiguities in the voice of the customer (VoC); in handling large houses of quality (HoQ); and in resolving conflicts among different variety of CR. A case study on using CRS to analyse the service encounter at the front desk of a four-star hotel will be presented in order to demonstrate CRS in action. The implications of the findings are discussed in detail.
International Journal of Quality and Reliability Management (0265671X)21(7)pp. 731-746
In almost all of the existing resources of failure mode and effect analysis (FMEA), "severity" is being determined from the designers' point of view, not from the customers' side. In this paper, a new approach is proposed to enhance FMEA capabilities through its integration with Kano model. This evolves the current approaches for determination of severity and "risk priority number" (RPN) through classifying severities according to customers' perceptions. It supports the nonlinear relationship between frequency and severity of failure. Also a new index called "correction ratio" (Cr) is proposed to assess the corrective actions in FMEA. The findings of a short case study highlight the gap between managers and customers in prioritising a set of failures and the difference between RPN and Cr prioritisations, caused by target failure frequencies. The proposed approach enables managers/designers to prevent failures at early stages of design, based on customers who have not experienced their products/services yet. © Emerald Group Publishing Limited.
