Strategic customer service orientation, lean manufacturing practices and performance outcomes

2014 ◽  
Vol 25 (5) ◽  
pp. 699-723 ◽  
Author(s):  
Paul Hong ◽  
Ma Ga (Mark) Yang ◽  
David D. Dobrzykowski
Keyword(s):  
Customer Service ◽  
Lean Manufacturing ◽  
Performance Outcomes ◽  
Manufacturing Firms ◽  
Equation Modeling ◽  
High Tech ◽  
Service Orientation ◽  
Content Type ◽  
Lean Practices ◽  
And Performance

Purpose – The notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received increased research attention. The purpose of this paper is to examine the concept of SCSO in the context of rapidly changing competitive market environments. An organization-wide SCSO can be implemented through lean manufacturing practices to achieve favorable operational and business performances (BPs). Design/methodology/approach – This study employs survey methodology to examine a research model that theorizes eight hypotheses with respect to the relationships among SCSO, human and technical lean practices, and performance outcomes (operational and BPs). Data from 571 firms participating in the International Manufacturing Strategy Survey (IMSS) IV are analyzed using structural equation modeling (AMOS 20). Findings – The findings suggest that firms with a SCSO implement both human and technical aspects of lean manufacturing practices leading to better performance results. The findings also indicate that performance outcomes are indirectly influenced through the combined efforts of technical and human lean manufacturing practices. Research limitations/implications – Generalizations here are limited to manufacturing firms. SCSO beyond manufacturing firms like healthcare or high-tech organizations that implement lean practices in response to a SCSO have yet to be examined and provide fertile opportunities for future research. Practical implications – These findings suggest practical insight into how to integrate service-driven value creation and delivery for achieving both cost effectiveness and quality performance outcomes. Originality/value – The examination of the consequences of SCSO in manufacturing firms from multiple countries is a novel contribution in the field, as is the examination of technical and human lean practices. It comes at a time when manufacturing firms increasingly recognize the value of services for global competitiveness.

Lean manufacturing practices and performance: the role of social and technical factors

2019 ◽  
Vol 37 (5) ◽  
pp. 732-754 ◽  
Author(s):  
Saumyaranjan Sahoo
Keyword(s):  
Lean Manufacturing ◽  
Business Performance ◽  
Manufacturing Systems ◽  
Equation Modeling ◽  
Performance Parameters ◽  
Content Type ◽  
Lean Practices ◽  
The Social ◽  
And Performance ◽  
The Relationship

Purpose Modern manufacturing systems require tools and techniques that take cognizance of the social (concerning people and relations) as well as the technical environment. The purpose of this paper is to explore the relationship between the social and technical aspects of lean manufacturing practices and their effects on business performance outcomes. Design/methodology/approach The hypothesized relationships for this study are tested with data collected from 148 Indian manufacturing firms by using SPSS and AMOS statistical software. Findings The analysis of the study was conducted using structural equation modeling (SEM) technique, which indicated that both “soft” and “hard” lean practices are positively related to business performance parameters. The findings also demonstrated that “hard” lean practices fully mediate the relationship between “soft” lean practices and business performance parameters. Research limitations/implications There are some limitations of this study. Although a cross-sectional survey has been applied, the research does not permit us to account for the lag between implementation and performance. It also brings the opinion of a limited number of Indian experts about lean manufacturing systems; hence, the sample size could be increased and the nationality of the respondent could be expanded for future research. Practical implications The paper would be of interest to Lean practitioners, and the results of this study can be used in organizations to put a focus on social-cultural changes while applying lean technical tools when it comes to practices as well as importance. Originality/value This paper extends theoretical contribution in production and operations management literature, highlighting how social and technical practices have to interact to enable a successful lean manufacturing implementation.

Lean manufacturing and operational performance

2019 ◽  
Vol 31 (2) ◽  
pp. 217-235 ◽  
Author(s):  
Juan Carlos Hernandez-Matias ◽  
Jared R. Ocampo ◽  
Antonio Hidalgo ◽  
Antonio Vizan
Keyword(s):  
Lean Manufacturing ◽  
Structural Equation ◽  
Operational Performance ◽  
Equation Modeling ◽  
Content Type ◽  
International Firms ◽  
Manufacturing Operations ◽  
Lean Practices ◽  
Key Factor ◽  
And Performance

Purpose Lean manufacturing (LM) constitutes a consolidated alternative that has been successfully used to increase company effectiveness and performance. However, different studies have shown that many companies that attempt to integrate LM into their manufacturing operations fail in their efforts. Recent studies have shown that soft practices are a key factor for a successful LM implementation. The purpose of this paper is to analyze an in-depth review of the different human-related lean practices (HRLP) referenced in the recent literature and to identify which of them are more relevant to a successful LM implementation. Design/methodology/approach The findings presented in this paper are based on the results of a study about the situation of LM in Spain carried out with lean production managers and frontline supervisors of 202 Spanish companies with a high percent (74 percent) of international firms with factories in different countries. The implemented methodology uses factor analysis and structural equation modeling. Findings The results shows statistical evidence of the relationship between management’s HRLP (fostering a lean culture, providing support to lean), employees’ HRLP (employee involvement and employee empowerment) and operational performance (OP) (waste reduction and flexibility). Practical implications The results have academic and practical relevance for clarifying lean phenomena, helping managers to define a sequence in which a company should implement HRLP to successfully implement LM and increase its OP. Originality/value This study fills a research gap by exploring the existing causal relationships between a greater number of variables, both dependent and independent in relation to human factors in LM implementations.

scholarly journals TQM and business success

2016 ◽  
Vol 33 (3) ◽  
pp. 361-379 ◽  
Author(s):  
Francisco J. Carmona-Márquez ◽  
Antonio G. Leal-Millán ◽  
Adolfo E. Vázquez-Sánchez ◽  
Antonio L. Leal-Rodríguez ◽  
Stephen Eldridge
Keyword(s):  
Continuous Improvement ◽  
Business Performance ◽  
Performance Outcomes ◽  
Equation Modeling ◽  
Business Success ◽  
Content Type ◽  
Business Results ◽  
And Performance ◽  
Practical Implications

Purpose – Prior studies by Salaheldin (2009) and Talib et al. (2011) have assessed the relationships between TQM critical success factors (CSF) and business results. The purpose of this paper is to build upon this research by considering the relationships between these CSFs and their sequencing during the implementation of TQM. Furthermore, the influence exerted by the maturity of TQM implementation on the link between instrumental drivers and performance is explored. Design/methodology/approach – The TQM drivers are clustered by means of three constructs: strategic enablers, tactical drivers and instrumental drivers and a model employed in which the strategic and tactical factors are treated as antecedents of the instrumental drivers. The direct effect of each cluster on business results and the indirect relationship of strategic and tactical factors via the mediating role of the instrumental drivers are assessed. These assessments use the partial least squares (PLS) approach which is a variance-based structural equation modeling technique using a sample of 113 Spanish organizations with experience of implementing a TQM program. Findings – The findings confirm the existing relationships among the CSFs and business performance identified by studies Salaheldin (2009) and Talib et al. (2011). However, the results reveal that instrumental drivers possess the highest variance explanation power over business performance outcomes and it is possible to identify a CSF implementation sequence that generates the greatest impact on business performance. Furthermore, the study was inconclusive with regard to the influence exerted by the number of years of TQM implementation on the link between the instrumental drivers and performance. Research limitations/implications – The first is related to organizational bias. It seems likely that those firms which are not satisfied with their TQM system performance would be less likely to be motivated to contribute to the development of this study. Therefore, the authors have included in the sample a higher proportion of “good” systems than is the case in the population at large. Second, although the authors provide evidence of causality, causality itself has not been proven. Third, this research relies mainly on perceptions and the authors only used a single method to elicit these perceptions. Finally, this research was carried out in a specific geographical setting (Spanish companies) and the authors must be cautious about generalizing these results in other contexts. Practical implications – This study offers a substantial number of practical implications. First firms’ managers should emphasize that continuous improvement, benchmarking and zero-defects mentality is a never-ending process. Especially, they should understand that reliable product/service design is critical to exceed the customers’ expectations, leading to improved business success. The results of this study should also lead managers to seeing a “return on investment” in their efforts to implement a TQM program by first, paying more attention on how to implement the instrumental factors, and second, avoiding the belief that the passage of time and experience-based learning will bring business performance enhancement and success on their own. Social implications – Although, the literature agrees that strategic factors are valuable assets and have a crucial role in the deployment of TQM systems, the study empirically validates this assertion. However, at the same time it shows that this impact on performance is stronger and much more significant by reconfiguring instrumental factors. This implies that strategic and tactical factors do have an effect on business success, but they do so indirectly, by reconfiguring and reinforcing instrumental factors that better fit the stakeholders’ needs and expectations. Originality/value – The results suggest the need to consider whether all the CSFs are equally relevant on the basis of their contribution to business success. For example, strategic enablers are generally considered to be of primary importance with tactical and instrumental drivers assuming a secondary position. The study challenges this view and highlights the role of instrumental drivers over strategic and tactical factors with the clear implication that managers should focus strongly on daily implementation tasks such as benchmarking, zero-defects mentality and continuous improvement processes in order to achieve good business performance outcomes.

Motives and performance outcomes of mass customization capability: evidence from Chinese manufacturers

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hongyan Sheng ◽  
Taiwen Feng ◽  
Lucheng Chen ◽  
Dianhui Chu ◽  
Weijie Zhang
Keyword(s):  
Economic Performance ◽  
Mass Customization ◽  
Design Methodology ◽  
Performance Outcomes ◽  
Manufacturing Firms ◽  
Two Dimensions ◽  
Performance Model ◽  
Content Type ◽  
Service Oriented ◽  
And Performance

PurposeThe purpose of this study aims to develop and test a motives-mass customization (MC) capability-performance model by dividing MC capability into product-oriented MC capability and service-oriented MC capability.Design/methodology/approachThis research tests the hypothesized relationships using survey data from 277 Chinese manufacturing firms.FindingsThe results indicate that instrumental, relational and moral motives all have significantly positive impacts on product-oriented and service-oriented MC capability. The authors also find that product-oriented MC capability partially mediates the impacts of relational and moral motives on operational, environmental and economic performance, while service-oriented MC capability partially mediates the impacts of instrumental, relational and moral motives on operational, market, environmental and economic performance.Originality/valueThis study complements the existing MC literature by describing MC capability into two dimensions: product-oriented MC capability and service-oriented MC capability.

Organizational identity and behaviors in strategic networks

2016 ◽  
Vol 31 (1) ◽  
pp. 36-46 ◽  
Author(s):  
Marko Kohtamäki ◽  
Sara Thorgren ◽  
Joakim Wincent
Keyword(s):  
Organizational Identity ◽  
Structural Equation ◽  
Quantitative Research ◽  
Network Performance ◽  
Performance Outcomes ◽  
Equation Modeling ◽  
Content Type ◽  
Strategic Networks ◽  
Managerial Perceptions ◽  
And Performance

Purpose – The purpose of this study is to develop and test a framework describing the interplay between collective organizational identity, network behaviors and performance in strategic networks. Design/methodology/approach – The study uses data from 141 firms that participated in strategic networks. Structural equation modeling is used to test the hypotheses. Findings – This study demonstrates how a firm’s collective organizational identity directs managerial perceptions toward partner’s opportunism in strategic networks; how these views shape interactions with network partners; and how these interactions facilitate firm adaptations within strategic networks. Moreover, it demonstrates how network adaptations affect the satisfaction with strategic network performance and how this ultimately loops back to influence organizational identity. Research limitations/implications – Given the limits of quantitative research to capture the mechanisms driving network collaborations, further case-based research on the role of organizational identity for network behaviors is needed. Practical implications – The results highlight the importance of collective organizational identity for network behaviors and positive performance outcomes. Firms that intend to engage in strategic networks should develop a collective organizational identity that supports implementing the network strategy. The results emphasize the importance of developing a collective organizational identity. Originality/value – Organizational identity in facilitating network behaviors.

Structural equation modeling of lean manufacturing practices in a developing country context

2019 ◽  
Vol 30 (1) ◽  
pp. 122-145 ◽  
Author(s):  
Fayiz Dahash Shrafat ◽  
Mohammad Ismail
Keyword(s):  
Structural Equation Modeling ◽  
Lean Manufacturing ◽  
Structural Equation ◽  
Statistical Processing ◽  
Equation Modeling ◽  
Significant Implication ◽  
Sampling Frame ◽  
Statistical Process ◽  
Content Type ◽  
Lean Practices

PurposeThe purpose of this paper is to empirically examine lean manufacturing (LM) practices and to quantify their impact on business performance (BP), with particular emphasis on the mediating role of operational performance (OP) in deriving the BP benefits commonly linked with LM. It also seeks to identify those lean practices most appropriate for application.Design/methodology/approachEmpirical data on LM practices were collected using a structured survey questionnaire. The sampling frame was Jordanian companies registered and listed by the Amman Chamber of Commerce. In total, 500 questionnaires were distributed among 300 companies and a total of 249 completed questionnaires were eligible for statistical processing, a response rate of 49.8 percent. Invalid questionnaires were eliminated, leaving 228 usable. The theoretical relations were tested by structural equation modeling.FindingsAlthough the results of the statistical analysis indicate a positive and significant impact of implementing LM practices on both OP and BP, they also show that the various LM practices did not receive equal recognition among the organizations surveyed. The most commonly adopted lean principles were found to be total preventive maintenance, statistical process control and housekeeping 5S.Research limitations/implicationsOther lean practices have not been considered as a dimension in this study. However, it opens new avenues of investigation relevant to lean practices.Practical implicationsThe most significant implication of the study is that managers in manufacturing firms should place more emphasis on LM practices when developing strategies for leveraging performance. The study shows that the LM approach contributes to BP when LM practices are simultaneously implemented.Originality/valueThe originality of this study lies in the new context in which it was conducted. The study adds value by investigating the implementation of LM practices which have been transferred from developed to developing countries and by empirically examining their impact on key performance indicators within the Jordanian manufacturing sector.

Can tasks and learning be balanced? A dual-pathway model of cloud-based e-learning continuance intention and performance outcomes

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yung-Ming Cheng
Keyword(s):  
Structural Equation ◽  
Performance Outcomes ◽  
Learning System ◽  
Equation Modeling ◽  
Medical Professionals ◽  
Continuance Intention ◽  
Content Type ◽  
E Learning ◽  
Perceived Impact ◽  
And Performance

Purpose The purpose of this paper is to examine the roles of task-technology fit (TTF), learning-technology fit (LTF) and cognitive absorption (CA) in determining medical professionals’ cloud-based electronic learning (e-learning) system continuance intention and performance outcomes and evaluate whether medical professionals’ perceived impact on learning can affect their perceived impact on tasks within medical institutions. Design/methodology/approach Sample data for this study were collected from medical professionals at six hospitals in Taiwan. A total of 600 questionnaires were distributed, and 373 (62.2%) usable questionnaires were analyzed using structural equation modeling in this study. Findings In this study, medical professionals’ perceived TTF and LTF as antecedents to their cloud-based e-learning continuance intention and performance outcomes were validated, and medical professionals’ perceived impact on learning had a positive effect on their perceived impact on tasks. Synthetically speaking, this study’s results strongly support the research model with all hypothesized links being significant. Originality/value It is particularly worth mentioning that this study introduces a new construct, “LTF,” to conceptualize, define and measure it, and further contributes to the application of capturing both expectation–confirmation model and CA (i.e. an intrinsic motivator) for completely explaining medical professionals’ perceived TTF and LTF as external variables to their cloud-based e-learning continuance intention and performance outcomes.

Paradoxes in supplier’s uptake of GSCM practices: institutional drivers and buyer dependency

2019 ◽  
Vol 31 (3) ◽  
pp. 479-500
Author(s):  
Sajad Fayezi ◽  
Rebecca Stekelorum ◽  
Jamal El Baz ◽  
Issam Laguir
Keyword(s):  
Resource Dependence ◽  
Institutional Environment ◽  
Resource Dependence Theory ◽  
Performance Outcomes ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
The Impact ◽  
Institutional Drivers

Purpose The purpose of this paper is to investigate the impact of institutional drivers and buyer dependency on green supply chain management (GSCM) practices and performance of suppliers. Design/methodology/approach The authors draw on institutional theory and resource dependence theory to construct a conceptual model than links institutional drivers, GSCM practices, buyer dependency and performance outcomes. The authors test the hypotheses using partial least squares structural equation modeling applied to a sample of suppliers in the Australian manufacturing sector. Findings The results confirm that suppliers develop GSCM practices of green sourcing and eco-design to enhance their performance in response to both coercive forces and voluntary behaviors of their institutional environment. However, buyer dependence of suppliers explains important paradoxes in their uptake of GSCM practices. For example, while the institutional drivers encourage greater adoption of green sourcing by suppliers, increase in buyer dependence in turn reduces the positive performance outcome of green sourcing. Practical implications The authors establish that understanding and assessment of the role of buyer dependency is critical for managers in charge of GSCM practices of their company. This enables practitioners to proactively manage paradoxes resulting from institutional drivers and buyer dependency through an informed decision on the type of GSCM practice to be adopted for effectuating performance improvement. Originality/value The authors provide empirical evidence on paradoxes that curtail performance associated with the uptake of GSCM practices by suppliers moving beyond institutional environment by considering the role of buyer dependency.

Innovation performance of Italian manufacturing firms

2017 ◽  
Vol 20 (3) ◽  
pp. 428-445 ◽  
Author(s):  
Fabio de Oliveira Paula ◽  
Jorge Ferreira da Silva
Keyword(s):  
Structural Equation ◽  
Manufacturing Industry ◽  
Manufacturing Firms ◽  
Innovation Performance ◽  
Equation Modeling ◽  
High Tech ◽  
Content Type ◽  
External Knowledge ◽  
Italian Manufacturing Firms ◽  
Internal Knowledge

Purpose The purpose of this paper is to explain how internal and external sources of knowledge influence the innovation performance (IP) in Italian manufacturing firms and how different these relationships are for low-technology (LT) and high-technology (HT) firms. Design/methodology/approach The study proposed a model relating external knowledge, internal knowledge and IP that was tested using Bayesian structural equation modeling with a sample of Italian manufacturing firms of Community Innovation Survey 2010. It was run separately for high-tech firms (including HT and medium-HT aggregations of manufacturing industries of NACE Rev. 2) and low-tech firms (including LT and medium-LT aggregations). Findings The results showed a difference between high-tech and low-tech manufacturing firms in Italy. The investments to leverage internal knowledge sources are important for high-techs and not significant for low-techs. On the other hand, the level of external KS improves significantly the IP of low-techs and has a negative effect for high-techs. The level of absorptive capacity is central to improve the positive effect of the external knowledge on the IP for all firms, but it is still underdeveloped. Originality/value The effects of 2008 economic crisis hit the Italian manufacturing industry specifically hard and are still felt. Innovation is a solution for firms’ growth and Italy is considered a below-average innovator country in Europe. The study could identify important gaps in Italian manufacturing firms that hinder their innovative performance improvement.

Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector

2018 ◽  
Vol 42 (3/4) ◽  
pp. 191-209 ◽  
Author(s):  
Karen R. Johnson ◽  
Sunyoung Park ◽  
Kenneth R. Bartlett
Keyword(s):  
Employee Engagement ◽  
Customer Service ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Service Orientation ◽  
Content Type ◽  
Customer Service Training ◽  
Service Training ◽  
Hospitality Sector ◽  
The Relationship

Purpose The purpose of this study is to examine the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry. Design/methodology/approach A total of 231 responses from 13 large all-inclusive hotels in Jamaica are analyzed by using structural equation modeling. Findings Overall, service orientation positively affected customer service training and employee engagement. In addition, customer service training positively affected employee engagement. Furthermore, the results indicate that customer service training mediates the relationship between service orientation and employee engagement. Research limitations/implications This study builds on the conceptual literature of engagement and adds to the limited empirical studies to date to highlight the importance of service-oriented culture and training activities on employee engagement. Practical implications The findings of the study generate an increased understanding of the importance of an engaged workforce and of specific customer service training practices that can foster engagement. This study also highlights that managers should be supportive of training and development activities within a broader context that considers specific desired workplace performance from employees. Originality/value The knowledge gap related to many frequently used organizational practices reported as having an impact on engagement is addressed. Addressing this problem extends existing literature and provides an evidence base for human resource managers and professionals in service organizations, specifically in hospitality firms.

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