This paper investigates the effectiveness of the critical success factors (CSFs) of total quality management (TQM) on customer service management (CSM) in the Nigerian banking industry. The empirical study was conducted via a survey on six, out of the 22 banks that have implemented TQM due to...

Control charts have been widely recognised as important tools in system monitoring of abnormal behaviour and quality improvement. Traditional control charts have a major assumption that successive observations are uncorrelated and normally distributed. When this assumption is violated, the...

Disassembly is the most critical stage of remanufacturing activities. The condition of parts disassembled for reuse/remanufacturing display a high variance. Hence demand for different parts found in a core cannot always be satisfied by a single core. At this point the question is whether or not...

Purpose – The purpose of this paper is to identify the influencing factors which cause casting defects and determination of optimum value of factors to minimize these defects in a melt shop industry, situated in north India. Percentage contribution of these factors is also estimated to develop...

Shewhart X charts are often used in industries to detect the larger shifts in the process mean. One of the assumptions while implementing these charts is that the observations from the process output are Independent and Identically Distributed (IID), but in actual practice, the observations are...