Assessing the impact of a quality improvement intervention on an organization is particularly difficult in a high contact service operation where the intangible service encounter is the unit of output. Frequently, accounting or financial data must be used to evaluate the effectiveness of the...

Purpose: As a result of increasing competition, organizations have realised the importance of using technological advances in bringing about continuous improvement in quality, thereby securing increased customer satisfaction and loyalty as well as sustainable development. This study aims to...

In recent years, time‐based competition (TBC) has drawn the attention of several practitioners and academicians. Much evidence has been put forward from case studies in order to show the benefits that derive from time compression. Nevertheless, there is a lack of conceptual models and...

Discusses the most widely accepted operations principle in the job shop working environment as the shortest processing time (SPT) job priority sequencing rule. It can be demonstrated that use of average job flow time as the measure of SPT efficiency in job flow scheduling introduces a...