scholarly journals A Bayesian Control Chart for Monitoring Process Variance

2021 ◽  
Vol 11 (6) ◽  
pp. 2729
Author(s):  
Chien-Hua Lin ◽  
Ming-Che Lu ◽  
Su-Fen Yang ◽  
Ming-Yung Lee
Keyword(s):  
Service Quality ◽  
Control Chart ◽  
Manufacturing Industry ◽  
Industrial Revolution ◽  
Service Industry ◽  
Service Process ◽  
Time Varying ◽  
Exponential Process ◽  
Free Process ◽  
Process Variance

Automation in the service industry is emerging as a new wave of industrial revolution. Standardization and consistency of service quality is an important part of the automation process. The quality control methods widely used in the manufacturing industry can provide service quality measurement and service process monitoring. In particular, the control chart as an online monitoring technique can be used to quickly detect whether a service process is out of control. However, the control of the service process is more difficult than that of the manufacturing process because the variability of the service process comes from widespread and complex factors. First of all, the distribution of the service process is usually non-normal or unknown. Moreover, the skewness of the process distribution can be time-varying, even if the process is in control. In this study, a Bayesian procedure is applied to construct a Phase II exponential weighted moving average (EWMA) control chart for monitoring the variance of a distribution-free process. We explore the sampling properties of the new monitoring statistic, which is suitable for monitoring the time-varying process distribution. The average run lengths (ARLs) of the proposed Bayesian EWMA variance chart are calculated, and they show that the chart performs well. The simulation studies for a normal process, exponential process, and the mixed process of normal and exponential distribution prove that our chart can quickly detect any shift of a process variance. Finally, a numerical example of bank service time is used to illustrate the application of the proposed Bayesian EWMA variance chart and confirm the performance of the process control.

scholarly journals Enhancing Service Quality through Innovation Capabilities and Work Productivity

2020 ◽  
pp. 123-133
Author(s):  
Ipang Sasono ◽  
Dewiana Novitasari
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Manufacturing Industry ◽  
Industrial Revolution ◽  
Work Productivity ◽  
Positive Influence ◽  
Innovation Capability ◽  
Sample Collection ◽  
Significant Positive Influence

This research is the empirical study of one of the manufacturing industries in Tangerang. The main purpose of this research analyses the influence of innovation capability and work productivity towards the service quality of the workers to customers. Sample collection of this research is done by questionnaires with random sampling method spread to all permanent workers in the industry. The total samples that are valid have the amount of 115 samples. Data procession in this research is done by SEM method with a software called SmartPLS 3.0. The result of the study proved that innovation capabilities and work productivity of a worker have a significant positive influence on the quality of service. Likewise, innovation capability has a significant positive influence on work productivity. This research suggests a model improve the quality of service of a manufacturing industry through the improvement of innovation capability and work productivity of the workers. This research could pave the way to improve worker’s and company’s readiness to face the era of industrial revolution 4.0. Keywords: Innovation capability, quality of service, work productivity.

The prioritization of technologies and public R&D roles between the manufacturing and service industries in the fourth industrial revolution

foresight ◽  
2019 ◽  
Vol 21 (6) ◽  
pp. 680-694 ◽  
Author(s):  
Jinwon Kang ◽  
Jong-Seok Kim ◽  
Seonmi Seol
Keyword(s):  
Artificial Intelligence ◽  
Manufacturing Industry ◽  
Market Failure ◽  
Industrial Revolution ◽  
Service Industry ◽  
Service Industries ◽  
Delphi Survey ◽  
Smart Factory ◽  
Content Type ◽  
Fourth Industrial Revolution

Purpose The purpose of this study is to reveal the similarities and differences between the manufacturing and service industries in their prioritization of technologies and public research and development (R&D) roles, along with the complementation of properties of technology and public R&D role in the context of Fourth Industrial Revolution. Design/methodology/approach Two rounds of Delphi surveys were designed to meet the purpose of this study, which used rigorous triangulation techniques. The Delphi method was combined with the brainstorming method in the first-round Delphi survey, while the second-round Delphi survey focused on experts’ judgments. Finally, language network analysis was performed on the properties of technology and public R&D roles to complement the data analyses regarding prioritization. Findings This study identifies different prioritizations of five similar key technologies in each industry, so that it can note different technological impacts to the two industries in the Fourth Industrial Revolution. Smart factory technology is the first priority in the manufacturing industry, whereas artificial intelligence is the first priority in the service industry. The properties of the three common technologies: artificial intelligence, big data and Internet of things in both industries are summarized in hyper-intelligence on hyper-connectivity. Moreover, it is found that different technological priorities in the service and manufacturing industries require different approaches to public R&D roles, while public R&D roles cover market failure, system failure and government failure. The highest priority public R&D role for the service industry is the emphasis of non-R&D roles. Public R&D role to solve dy-functions, focus basic technologies and support challenging areas of R&D is prioritized at the highest for the manufacturing industry. Originality/value This study of the different prioritizations of technologies in the manufacturing and service industries offers practical lessons for executive officers, managers and policy-makers. They, by noting the different technological impacts in the manufacturing and service industries, can prepare for current actions and establish the priority of technology for R&D influencing the future paths of their industries in the context of the Fourth Industrial Revolution. While managers in the service industry should pay greater attention to the technological content of hyper-intelligence and hyper-connectivity, managers in the manufacturing industry should consider smart factory and robot technology.

scholarly journals Service Quality and Customer Retention in Malaysian Commercial Banks

2020 ◽  
Vol 6 (4) ◽  
pp. 1287-1295
Author(s):  
Chim Weng Kong ◽  
Maria Abdul Rahman
Keyword(s):  
Service Quality ◽  
Industrial Revolution ◽  
Service Industry ◽  
Customer Retention ◽  
Quality Service ◽  
Banking Business ◽  
Computer Based ◽  
Conceptual Paper ◽  
Levels Of Service ◽  
Domestic Products

This conceptual paper explores the contribution of service quality on banks’ customer retention. Customer is the core factors to any business industry and there is no exception for the banking industry. Customers will only retain with the same bank provided there is a quality service. Service comes in the form of how the bank’s employee treats the customers and from physical facilities and other tangibles used in banking transactions. Contribution of service quality is indefinite and without it, firm’s business will lose out to other banks. Banks not only compete with other banks but banks’ branches as well. The importance of the banking business cannot be neglected as it has contributed to Malaysia Gross Domestic Products in term of service industry. Service is not similar with goods or physical products as it is intangible and only can be experienced during the process of selling or buying. Good quality service must be prioritized in helping retaining customers even with the Industrial Revolution 4.0 where it is “a mechanism that is controlled or monitored by computer-based”. Contribution of human capital which is cannot be separated in term of knowledge, friendly approach and ethical help in delivering quality service. One of the methods can be applied by the bank is the commitment of monitoring and servicing customer requirements to deliver high levels of service quality for total customer satisfaction.

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

scholarly journals The Overview of the Conservation and Renewal of the Industrial Belgian Heritage as a Vector for Cultural Regeneration

Information ◽  
2021 ◽  
Vol 12 (1) ◽  
pp. 27
Author(s):  
Jiazhen Zhang ◽  
Jeremy Cenci ◽  
Vincent Becue ◽  
Sesil Koutra
Keyword(s):  
Textile Industry ◽  
Industrial Revolution ◽  
Service Industry ◽  
Industrial Heritage ◽  
Industrial History ◽  
Tourism Experience ◽  
Industrial Civilization ◽  
The City ◽  
Protection And Renewal ◽  
Cultural Regeneration

Industrial heritage reflects the development track of human production activities and witnessed the rise and fall of industrial civilization. As one of the earliest countries in the world to start the Industrial Revolution, Belgium has a rich industrial history. Over the past years, a set of industrial heritage renewal projects have emerged in Belgium in the process of urban regeneration. In this paper, we introduce the basic contents of the related terms of industrial heritage, examine the overall situation of protection and renewal in Belgium. The industrial heritage in Belgium shows its regional characteristics, each region has its representative industrial heritage types. In the Walloon region, it is the heavy industry. In Flanders, it is the textile industry. In Brussels, it is the service industry. The kinds of industrial heritages in Belgium are coordinate with each other. Industrial heritage tourism is developed, especially on eco-tourism, experience tourism. The industrial heritage in transportation and mining are the representative industrial heritages in Belgium. There are a set of numbers industrial heritages are still in running based on a successful reconstruction into industrial tourism projects. Due to the advanced experience in dealing with industrial heritage, the industrial heritage and the city live together harmoniously.

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