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Combined Analysis of Service Expectations and Perceptions in Lodging Industry Through Quality Function Deployment
(2017)
This study is the first empirical attempt of how quality function deployment (QFD) can be employed as a service quality design and improvement tool in the lodging industry. It combines two complementary perspectives of ...
Building a Graphical User Interface for Concrete Production Processes: A Combined Application of Statistical Process Control and Design of Experiment
(2019)
Quality improvement and control in the manufacturing industry is a necessity for responding timely to increase customer needs and sustainability expectations. In order to decrease the variance in design and production ...
Implementing and Sustaining Lean Processes: The Dilemma of Societal Culture Effects
(2017)
Lean processes allow the elimination of waste and the resulting improvements in productivity. However, implementing and sustaining lean processes are easier in some organisations than in others. There may be societal culture ...
Using Quality Function Deployment for Environmentally Sustainable Hotels: A Combined Analysis of Customer and Manager Point of View
(2017)
This paper aims to integrate customers' and managers' environmental priorities into service delivery design processes. The main research question in this study is to determine the most significant environmental priorities ...
Driver Performance Appraisal Using GPS Terminal Measurements: A Conceptual Framework
(2013)
Objective measurement for performance appraisal is vital but rarely conducted in a methodologically sound manner. In this paper, we provide a thorough assessment of how objective and fair performance appraisals of drivers ...
A Systematic Approach to Reduce Human and System-related Errors Causing Customer Dissatisfaction in a Production Environment
(2009)
In this study, a systematic methodology for business process improvement, which aims to eliminate human and system-related errors resulting in customer dissatisfaction in a production environment, is presented. The proposed ...
Validation of Qualitative Aspects Oof The Lean Assessment Tool (LAT)
(2018)
Purpose - The purpose of this paper is to test the reliability and validity of the qualitative section of Lean Assessment Tool (LAT) starting from the point where a reliable and valid tool is needed to measure increasing ...
Quality Improvement Initiatives Based on Customer and Service Provider Perspectives in Shopping Malls
(2018)
Purpose The purpose of this study is to optimize and improve service delivery configurations by integrating both customers' and service providers' perspectives into service delivery design processes using quality function ...