Global education: using lean tools to explore new opportunities

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marvin E. Gonzalez ◽  
Gioconda Quesada ◽  
Juan Luis Martinez ◽  
Sebastian Gonzalez-Cordoba
Keyword(s):  
Study Abroad ◽  
Global Education ◽  
Quality Function Deployment ◽  
Planning Process ◽  
Primary Data ◽  
International Programs ◽  
Total Quality ◽  
Student Expectations ◽  
Content Type ◽  
Voice Of The Customer

Purpose As markets, economies and institutions are increasingly globalized, there is a growing understanding of the need to introduce intercultural learning alongside business learning. Participating in a study abroad program is potentially one of the most important experiences for any college student. Such programs provide students the opportunity to immerse themselves in different cultures and gain new perspectives. The purpose of this paper is threefold: to identify the main factors that students consider when selecting a program; to integrate quality function deployment (QFD), benchmarking and Hoshin Kanri in the analysis of student expectations and to examine the implications for research and practice. Design/methodology/approach The study was based on primary data collected from 180 students at four universities. To design an approach that helps students in the selection of a program that best satisfies their expectations, a self-designed questionnaire was used for data collection. The data were analyzed using the techniques of QFD/benchmarking. Finally, a long-term strategy is proposed based on the Hoshin Kanri theory. Findings The great variability in student expectations presents a challenge in designing a methodology of selection; however, it does help in identifying the most important student expectations. A key, balanced relationship among academic quality, having fun and cost cannot be ignored in this study because they represent the factors that are altogether influential in the decision to study abroad. In the current literature, the key variables of study abroad programs are discussed; however, most studies fail to incorporate student expectations. This paper will fill this gap by incorporating both key academic variables and the voice of the customer (student). Research limitations/implications Given the diversity of the population, the authors developed several methodologies to standardize the array of student responses to the questionnaire. Using this standardization along with several total quality management (TQM) tools allows us to simplify and categorize the different student expectations. The gathering of students’ expectations directly provided by students (voice of the customer) allows international programs to focus on the real problems and expectations that have been acknowledged, thus yielding student satisfaction with their experience, most importantly, in their field of study. Practical implications For universities, the current study identifies new means by which to improve the quality of international programs with the use of TQM tools including QFD, benchmarking and the Hoshin Kanri Planning Process with an evidence-based real case. Originality/value This paper presents a conclusive application of QFD, benchmarking and Hoshin Kanri and an analysis of how these tools can help international programs with future improvements incorporating the needs of students in their programs. To the authors’ knowledge, this is the first application of these techniques to improve the international experience for business undergraduate students.

Improving customer satisfaction of a healthcare facility: reading the customers’ needs

2019 ◽  
Vol 26 (3) ◽  
pp. 854-870 ◽  
Author(s):  
Marvin E. Gonzalez
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Planning Process ◽  
Medical Center ◽  
Healthcare Facility ◽  
Quality System ◽  
Total Quality ◽  
Content Type ◽  
Lean Tools

PurposeCustomer satisfaction refers to the extent to which customers are happy and satisfied with the products and services provided by a business. The purpose of this paper is twofold: first, to integrate lean tools in the analysis of customer satisfaction and, second, to examine its implications for research and practice.Design/methodology/approachThe author proposes the combination of three lean tools in order to design a service quality system that has customer expectations (CEs) as the first input. These tools are quality function deployment (QFD), Hoshin Kanri planning process (HKPP) and benchmarking. The author uses a case study to show the functionality of these tools and the final design of a service quality system for a medical center.FindingsInteraction between the service provider and the customer is the primary core activity for service-oriented businesses of different natures. A key relationship between trust in service quality and customer satisfaction cannot be ignored in interpersonal-based service encounters. However, there is a gap in the literature in terms of standardized lean-based procedures or methodologies that lead to improved customer satisfaction that are based directly on CEs.Research limitations/implicationsGiven the variety of the population, the authors developed several methodologies to standardize the customer responses. Using several total quality management tools, the standardization allows the authors to separate the different CEs. The gathering of customers’ expectations (voice of the customers) allows the companies to focus on the real problems expressed by the users of the service, increasing their loyalty and, most importantly in the field under study, the customer’s satisfaction with the service received.Practical implicationsFor practitioners, this study helps with the use of lean tools such as QFD, benchmarking and HKPP and attempts to bridge such a gap with an evidence-based real case.Social implicationsWith the incorporation of all the customer needs, additional elements must be considered in the design of new services. Availability for all and sustainability play an important part of the CEs.Originality/valueThis paper presents a real application of QFD and Hoshin Kanri and how they may help the service organizations with future development.

The verification of effective leadership style for TQM

2014 ◽  
Vol 31 (7) ◽  
pp. 822-840 ◽  
Author(s):  
Young Sik Cho ◽  
Joo Y. Jung
Keyword(s):  
Leadership Style ◽  
Effective Leadership ◽  
Positive Impact ◽  
Primary Data ◽  
Equation Modeling ◽  
Future Research ◽  
Successful Implementation ◽  
Total Quality ◽  
Content Type ◽  
Study Results

Purpose – The purpose of this paper is to verify the universal applicability of total quality management (TQM) across national boundaries. Specifically, the authors examined the validity of the isomorphic nature of TQM leadership style by comparing survey samples from both USA-based firms (n=112) and China-based firms (n=121). Design/methodology/approach – The authors collected the primary data through a survey research method. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were adopted to test the hypothesized research model. Findings – The study results did not support the universality of TQM practices. For example, the results reveal that in the USA-based firms, transformational leadership has a more significant positive influence on TQM practices, while in the China-based firms, transactional leadership has a more significant positive impact on TQM practices. Originality/value – Most of the existing literature on TQM assumed that the most effective TQM leadership style would be universal across organizational or international boundaries. However, our findings imply that the effective leadership style for successful implementation of TQM practices could be contingent on the cultural background embedded within the firms. Therefore, the authors anticipate the findings of the study will guide future research on TQM and create a new path to find solutions not only for optimizing the successful implementation of TQM, but also for minimizing the current high level of TQM failures.

Defect reduction in an electrical parts manufacturer: a case study

2018 ◽  
Vol 30 (6) ◽  
pp. 650-678 ◽  
Author(s):  
Raja Sreedharan V. ◽  
Rajasekar S. ◽  
Santhosh Kannan S. ◽  
Arunprasad P. ◽  
Rajeev Trehan
Keyword(s):  
Material Selection ◽  
Case Analysis ◽  
Rejection Rate ◽  
Return Rate ◽  
Primary Data ◽  
Total Quality ◽  
Content Type ◽  
Parts Manufacturing ◽  
Effective Use ◽  
Quality Tools

Purpose Defective parts in manufacturing is a serious issue faced by every manufacturer. Even after proper care in design, material selection and manufacturing of product, there exists a defective part. The purpose of this paper is to explore the quality of the manufacturing, and find the use of effective quality tools to reduce the part defect rate in an electrical parts manufacturing unit, thereby, reducing the replaced cost of defective parts. Design/methodology/approach With the help of quality initiatives, like total quality management (TQM) and Lean Six Sigma (LSS), the firms can produce quality product in each stage of production. The paper focuses on the primary data collected from the XYZ electric manufacturer. Findings The main finding of this case analysis is that by the effective use of quality tools, the defective part return rate can be reduced, because of which the firm can observe reduction in replaced cost of almost INR24 lakh. In addition, 10A switch part contributes more in replacement cost. Further, it adds to the 35 percent of the overall part rejection. Research limitations/implications The study is more focused on particular type of switch product and can extend to other types of products. In addition, the analysis reveals the results of only 88 percent of the defective products. Practical implications The study provides results of the improved quality by effective use of quality tools and discusses the different types of defects in the electrical parts manufacturing. Introducing TQM and LSS to manufacturing can reduce the customer return rate to 1,300 parts per million (PPM) and even to 1,000 PPM in future. Originality/value The paper discusses the quality issues in the electrical manufacturer. Moreover, the case analysis briefs effective ways to improve the product quality and reduce the rejection rate.

The influence of soft and hard TQM on quality performance and patient satisfaction in health care: investigating direct and indirect effects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rasha Zuhair Alkhaldi ◽  
Ayman Bahjat Abdallah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Indirect Effects ◽  
Primary Data ◽  
Equation Modeling ◽  
Total Quality ◽  
Quality Performance ◽  
Private Hospitals ◽  
Content Type ◽  
Health Care Context

PurposeThe present study conceptualizes total quality management (TQM) in terms of soft and hard aspects and examines their effects on quality performance and patient satisfaction. The indirect effects of soft and hard TQM on patient satisfaction through quality performance are also investigated.Design/methodology/approachA multi-item questionnaire was prepared to gather primary data from a sample of 312 medical employees in private hospitals in Jordan. The measurement model was evaluated for validity and reliability and determined to be acceptable. Structural equation modeling (SEM) was applied to test the research hypotheses.FindingsThe results revealed that soft TQM has a strong positive effect on quality performance and patient satisfaction. Hard TQM was found to positively affect quality performance but to a lesser extent compared to soft TQM. The effect of hard TQM on patient satisfaction, meanwhile, was not significant. Quality performance positively mediated the relationship between TQM – both soft and hard – and patient satisfaction.Originality/valueThis study is one of the first to conceptualize TQM in terms of soft and hard aspects in a health care context. It offers valuable insights for managers of private hospitals looking to enhance quality performance and patient satisfaction. The results reveal that soft TQM is the primary driver of quality performance and patient satisfaction in the health care context, which is in stark contrast to the manufacturing sector.

Impact of total quality management, organisational excellence and entrepreneurial orientation on organisational performance: empirical evidence from the public sector in UAE

2020 ◽  
Vol 27 (9) ◽  
pp. 2497-2519 ◽  
Author(s):  
Hassan Saleh Al-Dhaafri ◽  
Mohammed Saleh Alosani
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Entrepreneurial Orientation ◽  
Structural Equation ◽  
Total Effect ◽  
Primary Data ◽  
Organisational Performance ◽  
Total Quality ◽  
Content Type ◽  
The Public

PurposeDrawing upon the resource-based view, the authors examined empirically the total effect of total quality management (TQM), organisational excellence and entrepreneurial orientation (EO) on organisational performanceDesign/methodology/approachHypotheses were formed to be tested using primary data collected through a survey questionnaire. The data were collected from the Dubai police organisation as a field of study. Out of the 500 distributed questionnaires, 280 questionnaires were returned. Partial least squares structural equation modelling (PLS-SEM) was used to analyse the data for measurement and structural models.FindingsThe statistical results that were extracted using PLS-SEM confirmed the positive and significant effect of TQM, organisational excellence and EO on organisational performance.Practical implicationsIn this study, many valuable implications were found from the results. The outcomes of this study can help managers, decision makers and practitioners in considering the importance of implementing practices, such as TQM, excellence and EO in their organisations. Therefore, the outcomes can help in achieving the best desired performance.Originality/valueThe present study is one of the most important empirical research studies that examine the total effect of TQM, organisational excellence and EO on performance relationships.

Comparative study

2018 ◽  
Vol 60 (2) ◽  
pp. 311-324 ◽  
Author(s):  
Sri Indarti ◽  
Yulia Efni
Keyword(s):  
Risk Taking ◽  
Structural Model ◽  
Planning Process ◽  
Development Program ◽  
Measurement Model ◽  
Mediation Effect ◽  
Primary Data ◽  
Content Type ◽  
Entrepreneurial Attitude ◽  
Partnership Program

Purpose This paper aims to investigate the role of corporate social responsibility (CSR) funding through Partnership and Development Nurturing Program (PDNP) in the development of entrepreneurial attitude and the small and micro entrepreneurs’ (SMEs’) income in Pekanbaru. Design/methodology/approach Primary data were obtained from the SMEs’ response to the development of entrepreneurial attitude, income of sales and expenses before and after getting PDNP fund. Secondary data were obtained from the publication of firms and relevant authorities. The sample used in this study comprised 95 respondents, including the SMEs in Pekanbaru who received PDNP fund in 2013 and who were selected by purposive sampling. Generalized structural component analysis (GSCA) was used to analyze the data for inner model (hypothesis testing for structural model) and outer model (measurement model for unobservable variables). Sobel test (under GSCA model) was used to test whether a variable is a mediating variable that assesses the relationship between endogenous variables and exogenous variables. Findings CSR funding (by PNBP fund) is significantly effective for entrepreneurial attitude. The higher value of CSR funding (by PNBP fund), which is reflected in the high values of turnover (X1), marketing coverage (X2), partnership program (X3) and sales (X4), will lead to a higher value of entrepreneurial attitude, which is reflected in the high value of planning (M1), confidence (M2), orientation to task (M3), risk taking (M4), leadership (M5) and honesty (M6). Entrepreneurial attitude significantly affects the income of SMEs. The higher value of entrepreneurial attitude, which is reflected in the high value of planning (M1), confidence (M2), orientation to task (M3), risk taking (M4), leadership (M5) and honesty (M6), will lead to a higher value of income of SMEs, which is reflected in the high value of effectivity (Y1), efficiency (Y2) and economist (Y3). CSR funding (by PNBP Fund) has a significant effect on the SMEs’ income with a mediation effect of entrepreneurial attitude. A high value of CSR funding (by PNBP Fund), which is reflected in the high values of turnover (X1), marketing coverage (X2), partnership program (X3) and sales (X4), will lead to a higher value of income of SMEs, which is reflected in the high value of effectivity (Y1), efficiency (Y2) and economist (Y3), if the value of entrepreneurial attitude is higher, which is reflected in the high values of planning (M1), confidence (M2), orientation to task (M3), risk taking (M4), leadership (M5) and honesty (M6). Originality/value A gap exists between the expected goals of SMEs, which is to increase people’s income through the development of their entrepreneurship, and the realization of the program. Hence, it is necessary to improve the implementation of the partnership program, which needs improvement in planning, process and the evaluation of the program. This phenomenon motivated the researcher to conduct this study so that the partnership and the community development program, as a form of CSR, benefit SMEs to increase their income.

Community participation framework for post-disaster resettlement and its practical application in Pakistan

2018 ◽  
Vol 27 (5) ◽  
pp. 604-622 ◽  
Author(s):  
Ali Jamshed ◽  
Irfan Ahmad Rana ◽  
Masood Ali Khan ◽  
Nikhil Agarwal ◽  
Ahsan Ali ◽  
...  
Keyword(s):  
Community Participation ◽  
Community Involvement ◽  
Planning Process ◽  
Provincial Government ◽  
Primary Data ◽  
Group Discussions ◽  
Content Type ◽  
Effective Community ◽  
Local Ngo ◽  
Post Disaster

Purpose The purpose of this paper is to propose a practical framework for community participation in post-disaster resettlement. Design/methodology/approach The proposed framework has been tested in two model villages (MVs) of Punjab, Pakistan. Primary data were collected through household surveys, focus group discussions and expert interviews. A survey with 67 households was conducted for obtaining qualitative data regarding community participation in post-disaster resettlement. Findings The first MV (Ittehad MV) was resettled by the local NGO, and the second (Basti Meera Mullan) by the provincial government. Results indicate that community participation significantly varied in selected MVs. NGOs have achieved positive realizations due to effective community involvement in resettlement efforts, whereas the governmental approach lacked in proactive community participation. Practical implications This framework can be used for other disasters, by refining and incorporating disaster relevant components. This research will be highly useful for disaster managers, private developers and NGOs engaged in resettling disaster-affected population. Social implications The proposed framework can help disaster-affected communities to resettle according to their terms. This can only be attained if affected communities will proactively participate in resettlement planning process. Originality/value This original framework is exclusively designed to attain sustainability for post-disaster settlement through community participation.

scholarly journals Integrating “self-efficacy” theory to the Motivation-Opportunity-Ability (MOA) model to reveal factors that influence inclusive engagement within local community festivals

2014 ◽  
Vol 5 (3) ◽  
pp. 219-234 ◽  
Author(s):  
Allan Jepson ◽  
Alan Clarke ◽  
Gillian Ragsdell
Keyword(s):  
Self Efficacy ◽  
Best Practice ◽  
Local Community ◽  
Cognitive Theory ◽  
Planning Process ◽  
Cultural Anthropology ◽  
Primary Data ◽  
Future Research ◽  
Content Type ◽  
Community Festivals

Purpose – This study lies within “classical discourse” (Getz, 2010) within festival studies as its context is firmly situated within cultural anthropology and sociology. Unlike previous studies this research is unique in that it integrates social cognitive theory (SCT) which is usually found in psychology discourses. The purpose of this paper is to propose how the Motivation-Opportunity-Ability (MOA) model would benefit from integrating self and group efficacy theory. It achieves this by building on previous analysis of primary data collected in the field at the Utcazene, Street Music Festival, Veszprem, Hungary, (Jepson et al., 2013) using an adapted MOA model. Design/methodology/approach – This paper analyses previous studies which have tested the MOA model through primary data collection. Following this analysis best practice is and similarities are identified through discussion; then a case is then made to adapt the model to integrate and test Bandura's (1986) concept of self-efficacy based on the benefits it could provide to future research within community festivals and events. Findings – This paper has been framed by initial research by Jepson et al. (2013) and Hung et al. (2011) which after analysis revealed that the MOA model was still lacking in its ability to reveal “why” local people were motivated or empowered to engage in the planning of community festivals and events. It has become evident through discussion that measuring self-efficacy has much to contribute in regards to community engagement in the event planning process; moreover there is strong evidence to support its inclusion within the MOA model. It could be used to further inform on the synergy within and between the three disciplines underpinning the model such as the relationship between knowledge, opportunity and ability, as well as reveal new ones between self-efficacy and knowledge, opportunity and ability. Research limitations/implications – This is a conceptual paper and therefore is based on theoretical discussion but not on empirical data collected in the field of event studies. Originality/value – Very few studies have engaged measurement of community participation within festivals and events. This study is original as it is interdisciplinary and investigates the concerns the roles local community take (as stakeholders), meanings (how local community culture is represented within the festival) and impacts (internal and external festival impacts and how these effect the local community) through established planning frameworks and SCT.

A study on learning organizations in Indian higher educational institutes

2015 ◽  
Vol 27 (2) ◽  
pp. 142-161 ◽  
Author(s):  
Saniya Chawla ◽  
Usha Lenka
Keyword(s):  
Learning Organizations ◽  
Faculty Members ◽  
Primary Data ◽  
Total Quality ◽  
Employer Branding ◽  
Content Type ◽  
Resonant Leadership ◽  
Higher Educational ◽  
Antecedents And Consequences ◽  
Practical Implications

Purpose – This paper aims to study the antecedents and consequences of learning organizations (LOs) in Indian higher educational institutes. Design/methodology/approach – The methodology used is survey-based. Primary data were collected from 300 faculty members of Indian higher educational institutes. Findings – It was found that all the variables, i.e. resonant leadership (RL), knowledge management, intrapreneurship and total quality managt1ent, have a significant moderate impact on LO. It has also been found that LO results in strong employer branding. Research limitations/implications – Discussions are performed and conclusions are drawn in the context of existing literature. The study bears implications for researchers to take on similar research in other contexts. Practical implications – The study bears significant implications for faculty members working in higher educational institutes. It is suggested that RL should be used to contribute toward LOs in institutions. Moreover, this would make the institute emerge as a strong employer brand. Originality/value – This paper identifies significant antecedents and consequences of LOs. It is a pioneering effort to use all these variables together as predictors of LO in Indian context.

Ghacem in Ghana: marketing cement in a newly competitive environment

2019 ◽  
Vol 15 (5) ◽  
pp. 485-502
Author(s):  
Israel Kpekpena ◽  
Haiyan Hu
Keyword(s):  
Undergraduate Students ◽  
Swot Analysis ◽  
Planning Process ◽  
Secondary Data ◽  
Primary Data ◽  
Growth Strategies ◽  
Product Packaging ◽  
Content Type ◽  
Marketing Environment ◽  
Academic Level

Theoretical basis This case study applies the scanning of marketing environment (i.e. typology of marketing environments); strategic marketing planning process, involving SWOT analysis, growth strategies; and marketing mix (four ps). Research methodology This is modeled as a qualitative study. Primary data were collected through a phone interview with the key informants, and secondary data came from various publications such as government reports, news portals and company websites. Case overview/synopsis Ghacem was the first cement manufacturing company in Ghana and had enjoyed a monopoly for almost 33 years. The company offered a homogeneous product to an undifferentiated market from 1967 until competition began in 2000. New competitors promote the use of cement grade numbers on their product packaging to signal a better value, which intensified the competition. As the Head of Marketing of the company, Benny was asked to develop a marketing strategy for the company’s newly developed product for the company to remain competitive. Complexity academic level Undergraduate students taking Principles of Marketing.

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