ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918719

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918720

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918721

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918722

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918723

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918724

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

摘要:

Quality management tools traditionally applied in manufacturing operations were successfully used to reduce development cycle time on a high-technology pilot line. Productivity metrics such as equipment utilization, remark, outgates, and yield were adapted after being suitably modified for application to technology development. Production models, capable of deconvolving the multiple factors that affected the level of development activity, were used to identify those parts of the process in need of improvement. Pareto charts were generated for maximizing the rate of improvement. For every operation and process, work instructions were written within the scope of a document control system, similar in concept to those used in manufacturing operations and largely consistent with the requirements of ISO 9000. A disciplined adherence to the document control system facilitated technology development by providing consistency in operations and records that could be used for analyzing results. In addition to their application to the reduction of development cycle time, quality management tools and statistical process control were successfully applied to defect reduction. The importance of management, in contrast to technical solutions, was revealed when management responsibility for improvement was transferred to managers inexperienced in total quality management; while the engineering staff was left largely intact, the rate of improvement was significantly reduced.

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918725

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

摘要:

The traditional theory of quality and productivity hypothesizes an inverse relationship between quality and productivity whereas a more contemporary theory hypothesizes that quality and productivity are directly related. A production simulation game was conducted to examine this relationship. The research results confirmed the contemporary theory that quality and productivity are directly related. The results indicated that as defects, scrap, and rework (negative quality) decrease, productivity increases. Thus, as quality increases, productivity increases. This study also found that there are strong relationships between total productivity and partial productivity indexes, materials productivity, labor productivity, and capital productivity, in descending order. Cost analysis implied that materials cost constitutes a higher percentage of total cost than labor cost for productive companies.

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918726

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

摘要:

This article demonstrates the use of the cascaded house of quality for professional and regulatory bodies. It discusses ways by which regulatory bodies can mitigate problems arising from information asymmetry between customers and product and service providers. Specifically, information asymmetry leads to problems, such as (1) potential conflicts between customers' and society's interests; (2) expectations gap; and (3) difficulty in evaluating the providers' process. The cascaded house of quality can be used by the regulatory bodies to (1) prioritize and communicate customers' and the society's preferences to providers; (2) communicate with customers to help reduce the expectations gap; and (3) establish rules and standards that provide process assurance. This is illustrated for the audit and pharmaceutics settings.

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918727

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor

摘要:

Improving service quality can increase revenues through (1) retaining a higher percentage of existing customers, (2) attracting more customers through positive word of mouth, and (3) increasing the usage rates of existing customers. While the direct benefits of service quality (from customer retention) have been extensively studied, virtually no empirical work has been done exploring the indirect benefits of service quality (from attracting customers and expanding usage rates). Data from a market for which customer retention is not yet an important factor were employed to explore the effects of service quality on customer attraction and customer usage rates. Results show that service quality impacts initial customer attraction through the mechanism of word of mouth. Specifically, service quality affects likeliness to recommend, which in turn affects customer attraction. Advertising also has a significant effect on customer attraction, consistent with the results of numerous previous studies. On the other hand, customer usage rates are driven by service quality but not by advertising. These findings imply that different components of market share may arise from very different mechanisms. It is apparently necessary to model the components of market share separately, rather than having a single equation for predicting market share, as is currently common industry practice. Additional managerial implications are that managers may need to use different strategies, depending upon whether the strategic goal is increased customer retention, increased customer attraction, or increased usage rates.

ISSN:1068-6967    

DOI:10.1080/10686967.1996.11918728

出版商:Taylor&Francis    

年代:1996

数据来源: Taylor