Complaint management model of manufacturing products using text mining and potential failure identification

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ririn Diar Astanti ◽  
Ivana Carissa Sutanto ◽  
The Jin Ai
Keyword(s):  
Quality Management ◽  
Text Mining ◽  
Failure Mode ◽  
Management System ◽  
Main Part ◽  
Mining Method ◽  
Content Type ◽  
Complaint Management ◽  
Potential Failure ◽  
Failure Identification

PurposeThis paper aims to propose a framework on complaint management system for quality management by applying the text mining method and potential failure identification that can support organization learning (OL). Customer complaints in the form of email text is the input of the framework, while the most frequent complaints are visualized using a Pareto diagram. The company can learn from this Pareto diagram and take action to improve their process.Design/methodology/approachThe first main part of the framework is creating a defect database from potential failure identification, which is the initial part of the failure mode and effect analysis technique. The second main part is the text mining of customer email complaints. The last part of the framework is matching the result of text mining with the defect database and presenting in the form of a Pareto diagram. After the framework is proposed, a case study is conducted to illustrate the applicability of the proposed method.FindingsBy using the defect database, the framework can interpret the customer email complaints into the list of most defect complained by customer using a Pareto diagram. The results of the Pareto diagram, based on the results of text mining of consumer complaints via email, can be used by a company to learn from complaint and to analyze the potential failure mode. This analysis helps company to take anticipatory action for avoiding potential failure mode happening in the future.Originality/valueThe framework on complaint management system for quality management by applying the text mining method and potential failure identification is proposed for the first time in this paper.

Intensifying effects of COVID-19 on economic growth, logistics performance, environmental sustainability and quality management: evidence from Asian countries

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Ikram ◽  
Yichen Shen ◽  
Marcos Ferasso ◽  
Idiano D’Adamo
Keyword(s):  
Economic Growth ◽  
Quality Management ◽  
Environmental Performance ◽  
Management System ◽  
Quality Management System ◽  
Iso 14001 ◽  
Iso 9001 ◽  
Asian Countries ◽  
Content Type ◽  
Goods And Services

Purpose This study aims to explore the effects of the COVID-19 outbreak on exports of goods and services, logistics performance, environmental management system (ISO 14001) certification and quality management system (ISO 9001) certification in top affected Asian countries of India, Iran, Indonesia, Philippines, Bangladesh and Pakistan. Design/methodology/approach A novel grey relational analysis models’ approach is used to examine the inter-relationship between COVID-19 economic growth and environmental performance. Moreover, the authors applied a conservative (maximin) model to investigate which countries have the least intensifying affected among all of the top affected COVID-19 Asian countries based on the SS degree of grey relation values. The data used in this study was collected from multiple databases during 2020 for analysis. Findings Results indicate that the severity of COVID-19 shows a strong negative association and influence of COVID-19 on the exportation of goods and services, logistics performance, ISO 9001 and ISO 14001 certifications in all the six highly affected countries during a pandemic outbreak. Although the adverse effects of COVID-19 in exporting countries persisted until December 31, 2020, their magnitude decreased over time in Indonesia and Pakistan. During the COVID-19 outbreak, Pakistan showed comparatively better performance among the six top highly affected Asian countries due to its smart locked down strategy and prevents its economy from severe damages. While India and Iran export drastically go down due to a rapid increase in the number of COVID-19 cases and deaths. Research limitations/implications The research findings produce much-required policy suggestions for leaders, world agencies and governments to take corrective measures on an emergent basis to prevent the economies from more damages and improve their logistics, environmental and quality performance during the pandemic of COVID-19. Originality/value This study develops a framework and investigates the intensifying effects of COVID-19 effects on economic growth, logistics performance, environmental performance and quality production processes.

Lessons learned from quality management system ISO 9001:2015 certification: practices and barrier identification from Brazilian industrial companies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Luís César Ferreira Motta Barbosa ◽  
Otávio José de Oliveira ◽  
Marcio Cardoso Machado ◽  
Ana Clara Tomaz Morais ◽  
Patrícia Maria Bozola ◽  
...  
Keyword(s):  
Quality Management ◽  
Management System ◽  
Production Efficiency ◽  
Quality Management System ◽  
Industrial Sector ◽  
Lessons Learned ◽  
Iso 9001 ◽  
Content Type ◽  
Previous Version ◽  
Industrial Companies

PurposeThis study used a qualitative approach on five case studies in Brazilian industrial companies. The research used interviews, document analysis and on-site visits to collect and analyze data. The companies were selected based on the following criteria: operating in the industrial sector, updating their quality management system (QMS) process to ISO 9001: 2015 and agreeing to participate in this study.Design/methodology/approachThis article aims to investigate the strategies of industrial companies adopted for ISO-9001:2015 certification in light of the six major advances concerning the previous version. Thus, QMS of other organizations can incorporate identified lessons learned, whether certified or not.FindingsThe main finding of the research is the systematization of a set of lessons learned in the experiences of implementing the six significant advances of ISO 9001 concerning the previous version by industrial companies in the State of São Paulo in Brazil. These lessons can and should be used by other organizations to improve their QMSs.Practical implicationsThe practices identified in this empirical research can serve as benchmarking to assist quality managers from other companies in QMS certification based on ISO 9001: 2015 or even those not certified but interested in updating their QMSs. Therefore, lessons learned can significantly minimize efforts to improve your projects, processes, products and services. These findings can also help industrial companies improve their production efficiency and effectiveness through quality improvement.Originality/valueThe main novelty of the research is the consolidation of theoretical and practical analysis of the main changes in the latest version of the ISO 9001 standards. The efforts to fulfill those changes result in lessons learned. The “lessons learned” will form a new block of knowledge that will subsidize theoretical (new research) and practical (formulation of a new ISO 9001 standard and helps quality managers improve their systems).

Quality management system in higher education institutions and its impact on students' employability with the mediating effect of industry–academia collaboration

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jawad Abbas ◽  
Kalpina Kumari ◽  
Waleed Mugahed Al-Rahmi
Keyword(s):  
Higher Education ◽  
Quality Management ◽  
Management System ◽  
Engineering Students ◽  
Quality Management System ◽  
Higher Education Institutions ◽  
Sampling Technique ◽  
Mediating Effect ◽  
Capital Theory ◽  
Content Type

PurposeBased on the principles of the human capital theory, this study investigates the role of the quality management system (QMS) in higher education institutions (HEIs) in developing successful employability attributes among graduates. Considering industry as a prominent stakeholder in academia, the authors took industry–academia collaboration as the mediating variable.Design/methodology/approachUsing the European Foundation for Quality Management model, the author analyzed how QMS in public HEIs located in London, the United Kingdom (UK), impacts business management, computer science and engineering students' employability. Following the nonprobability convenience sampling technique, this study included data from 324 local and international students.FindingsThe structural analysis identified QMS as a significant factor in enhancing students' employability, and industry–academia collaboration is found to act as a partial mediator in this relationship.Originality/valueThe management of HEIs in developing countries can take valuable guidelines from this study and integrate QMS in their institutions in developing their students' employability, as it is being done by HEIs in the UK.

Linking strategic management accounting and quality management systems

2018 ◽  
Vol 24 (6) ◽  
pp. 1302-1320 ◽  
Author(s):  
Leonardo Sedevich-Fons
Keyword(s):  
Quality Management ◽  
Strategic Management ◽  
Management System ◽  
Quality Management System ◽  
Management Accounting ◽  
Simultaneous Application ◽  
Content Type ◽  
Area Of Interest ◽  
Strategic Management Accounting ◽  
Joint Consideration

Purpose Quality management is gradually becoming an area of interest among management accounting practitioners and scholars because of its significant effects on performance and increasing adoption by organizations. Therefore, the purpose of this paper is to explore the relationships between these two broad disciplines and provide guidelines for their joint consideration. Design/methodology/approach Two specific management innovations are analyzed in detail: strategic management accounting (SMA) and ISO 9000 quality management system (QMS). Such an analysis includes a literature review of both frameworks, the identification of benefits associated with their simultaneous application and the design of a comprehensive model integrating their individual principles. Findings It is concluded that these management schemes are compatible and complementary from a theoretical standpoint; and that, therefore, their combined implementation might help organizations improve overall performance. It is also argued here that their use in conjunction could facilitate the spread of SMA techniques and the full exploitation of QMSs. Originality/value A new management system proposing the incorporation of SMA tools into traditional QMSs is introduced, and some recommendations for its practical use are presented.

Research trends in quality management in years 2000-2019

2020 ◽  
Vol 12 (4) ◽  
pp. 417-433 ◽  
Author(s):  
Sławomir Wawak ◽  
Piotr Rogala ◽  
Su Mi Dahlgaard-Park
Keyword(s):  
Quality Management ◽  
Text Mining ◽  
Design Methodology ◽  
Reliable Data ◽  
Classification Criteria ◽  
Content Type ◽  
Emerging Trends ◽  
Novel Approach ◽  
Computer Aided Analysis ◽  
Practical Implications

Purpose This study aims to demonstrate the suitability of text-mining toolset for the discovery of trends in quality management (QM) literature in 2000-2019. The hypothesis was formulated that as the field of study is mature, the most important trends are related to deepening and broadening of the knowledge. Design/methodology/approach A novel approach to trend discovery was proposed. The computer-aided analysis of full-texts of papers led to increased reliability and level of detail of the achieved results and helped significantly reduce researchers’ bias. Overall, 4,833 papers from 8 journal dedicated to QM were analysed. Findings Trends discovery led to the identification of 45 trends: 17 long-lasting trends, 4 declining trends, 11 emerging trends and 13 ephemeris trends. They were compared to the results of earlier studies. New trends and potential gaps were discussed. Practical implications The results highlight the trends that gain or lose popularity, thus they can be used to focus studies, as well as find new subjects, which are not so popular yet. The knowledge about emerging trends is also important for those quality managers who strive for improvement of their efficiency. Originality/value The research was designed to bypass the limitations of previous studies. The use of text mining methods and analysis of full texts of papers delivered more detailed and reliable data. Resignation from predefinition of classification criteria significantly reduced researchers’ bias and allowed the discovery of new trends, not identified in previous studies.

The impact of the implementation of management system on the perception of role and tasks of maintenance services and effectiveness of their functioning

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Przemysław Drożyner
Keyword(s):  
Quality Management ◽  
Management System ◽  
Iso 9001 ◽  
Management Systems ◽  
Important Conclusion ◽  
Repair Work ◽  
Content Type ◽  
The Impact

PurposeThe first goal of the article was to examine how the perception of the role and scope of operation of maintenance services in the enterprise changes, depending on whether the company has an integrated management system (IMS), only a quality management system implemented in accordance with ISO 9001 and in the absence of a formal, certified management system. The second goal was to propose a model for assessing the quality of maintenance service functioning in enterprise with IMS implemented.Design/methodology/approachThe author's experience of over 1,000 audits in enterprises in various industries: food, automotive, construction, petrochemical, electronic and so on was used in the work. The audits were carried out in three types of companies: which had IMSs (800 audits), which only had a system implementation certificate ISO 9001 (140 audits) and without any standardized management system implemented (so-called second-party audits, commissioned by the client of the audited company.FindingsThe most important conclusion is – the role of UR services in enterprises with the implemented IMS is much broader and goes beyond the classic framework for planning, implementation and settlement of maintenance and repair work. Maintenance is understood more broadly and includes in its scope also the safety of people and the environment, the efficiency of production and consumption of utilities as well as the quality of products and services. Maintenance issues include not only strictly technical aspects but also economic, logistic, legal and organizational and management aspects.Practical implicationsResearch shows that enterprises, especially those with high technical and organizational culture, should not treat management systems as costs, but as a driving force for the implementation of new technologies, new organizational solutions and the development of employees' competences.Social implicationsBroad views on stakeholders of maintenance services (including employees, their families, control institutions) and their requirements make enterprises begin to see the need to maintain the so-called lifetime balance, as well as the safety and comfort of work of employees of these services.Originality/valueThe author did not find in literature any reports on studies of the impact of formal, certified management systems on the quality of maintenance services; this article shows that this impact is large and, above all, positive; with such a broad understanding of the role of maintenance, there is a need to develop a common platform for such seemingly distant concepts as machine technical condition or fatigue life versus cost accounting and quality management.

Roles of negative emotions in customers’ perceived helpfulness of hotel reviews on a user-generated review website

2017 ◽  
Vol 29 (2) ◽  
pp. 762-783 ◽  
Author(s):  
Minwoo Lee ◽  
Miyoung Jeong ◽  
Jongseo Lee
Keyword(s):  
Decision Making ◽  
Information Processing ◽  
Text Mining ◽  
Emotional Expressions ◽  
Mining Method ◽  
Consumer Reviews ◽  
Content Type ◽  
Online Consumer Reviews ◽  
Online Consumer ◽  
Perceived Helpfulness

Purpose This paper aims to explore how emotional expressions embedded in online hotel reviews influence consumers’ helpfulness perceptions. In particular, this study develops and tests hypotheses analyzing empirical data with a text-mining method in the context of hotels to investigate how review valence influences the perceived helpfulness of online hotel reviews and to examine the role of negative emotional expressions embedded in online consumer reviews with respect to perceived helpfulness. Design/methodology/approach This study collected 520,668 online reviews involving 488 hotels in New York City (NYC) on Tripadvisor.com. Of these reviews, 69,202 reviews (13.29 per cent) that had received helpfulness votes were analyzed by a text mining method and negative binomial regression. Findings This study demonstrates that negative reviews are considered more helpful than positive reviews when potential customers read online hotel reviews for their future stay. However, when intensively negative emotions were expressed, the degree of helpfulness regarding negative reviews was diminished. Originality/value While emotional expressions prevail in online consumer reviews, surprisingly little attention has been devoted to the consequences of emotional expressions in consumers’ information processing and decision-making. Due to the nature of service, given the inseparability of production and consumption, which often hinders the execution of flawless service, consumers tend to be more dependent on reviews to minimize any potential failures they may encounter later on. Therefore, this study fills a gap by demonstrating that negative reviews and emotional expressions play a more crucial role in consumers’ information processing and decision-making.

Implementation of quality management system based on ISO9001:2008 and its effects on customer satisfaction case study

2014 ◽  
Vol 31 (8) ◽  
pp. 921-937 ◽  
Author(s):  
Vahid Nabavi ◽  
Majid Azizi ◽  
Mehdi Faezipour
Keyword(s):  
Quality Management ◽  
Customer Satisfaction ◽  
Management System ◽  
Quality Management System ◽  
Implementation Process ◽  
Iso 9001 ◽  
Ahp Method ◽  
Content Type ◽  
Satisfaction Index

Purpose – The purpose of this paper is to discuss the effect of the ISO 9001 quality management system on customer satisfaction and show an application of an analytic hierarchy process (AHP)-based method for measuring the customer satisfaction index (CSI). This will be useful to anyone who wants to have an ISO 9001 quality management system in his or her organization. Design/methodology/approach – This paper describes an ISO 9001 quality management implementation process based on ISO 9001 requirements, and uses the AHP method for weighting effective criteria on customer satisfaction. All data were obtained via questionnaires and assessed with EXPERT CHOICE 11 software. Findings – According to the results of the weighting, the factors influencing the satisfaction of a kitchen worktops customer, price and sales terms of this product has a significant impact on customer satisfaction and, in competitive conditions, this criterion has a determining role in the creation of utility for customers. ISO 9001 quality management system has been able to increase the CSI within an 11-month period of study. Originality/value – This paper is the first to use the AHP method with a new approach in a case study, offering a complete, comprehensive method for assessing customer implications.

Synergising total productive maintenance elements with ISO 9001:2008 standard based quality management system

2014 ◽  
Vol 26 (6) ◽  
pp. 534-549 ◽  
Author(s):  
N.M. Sivaram ◽  
S.R. Devadasan ◽  
R. Murugesh ◽  
S. Karthi ◽  
C.G. Sreenivasa
Keyword(s):  
Quality Management ◽  
Management System ◽  
Quality Management System ◽  
Iso 9001 ◽  
Total Productive Maintenance ◽  
Content Type ◽  
Class Level ◽  
Unique Approach ◽  
World Class ◽  
In The Beginning

Purpose – The purpose of this paper is to conceptualize the integration of total productive maintenance (TPM) and ISO 9001 certification by contributing a model named as TPM 9001:2008. Design/methodology/approach – In the beginning of the paper, the origin, growth and capabilities of TPM and ISO 9001 certification in enabling the organizations to perform at world class level are appraised by citing research outcomes reported in literature arena. The information and knowledge thus gathered from literature arena are used to conceptualize TPM 9001:2008 model. Through this conceptualization, the eight TPM pillars are fitted into the five major clauses of ISO 9001:2008 standard. In order to illustrate this conceptualization, the contents of a sub-clause of TPM 9001:2008 model are presented and the rationale behind designating it is appraised. Findings – TPM 9001:2008 model brings out synergy from the two renowned world class strategies namely “TPM” and “ISO 9001 certification”. Practical implications – The paper points out that the practical validity of TPM 9001:2008 model shall be established by conducting real time case studies in various organizations. Originality/value – This paper presents a unique approach for integrating TPM elements with ISO 9001:2008 standard based quality management system, as a single framework benefiting the contemporary organizations.

scholarly journals Quality Management System in Educational Institutions: Integration of FMEA and PROMETHEE II

2020 ◽  
pp. 1-10
Author(s):  
Renata Maciel de Melo ◽  
Everton Ramos dos Santos ◽  
Maria Helena Lasserre Ferreira ◽  
Luciano Pereira da Silva Santos
Keyword(s):  
Public Schools ◽  
Quality Management ◽  
Failure Mode ◽  
Management System ◽  
Failure Modes ◽  
Quality Management System ◽  
Structured Interview ◽  
Educational Institutions ◽  
Promethee Ii ◽  
Time Required

Competitiveness is increasingly rooted in organizations. Therefore, the pursuit of excellence in the provision of services has been a challenge for those wishing to occupy prominent positions. This reality is usual in public schools that make decisive decisions in the face of constraints, as resources are limited and need to be well managed. Quality management has been a strategy adopted by many educational institutions in the pursuit of process improvement and has inspired many organizations in thisregard. This work intends to be an opportunity for schools experiencing difficulties in implementing and maintaining a Quality Management System (QMS) based on ISO 21001:2018. For this, we propose amodel, which aimed to integrate the Failure Mode Effects Analysis (FMEA) of the process and the PROMETHEE II method and the adoption of two new criteria (Difficulty for failure mode resolution and Time required for fault mode to be “solved”). The model was composed of alternatives that represent the potential failure modes of Traditional FMEA, which were raised in the literature and through a semi-structured interview with the decisionmaker.

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