Purpose Many organizations currently transition towards digitalized process design, execution, control, assurance and improvement, and the purpose of this research is to empirically demonstrate how data-based operational excellence techniques are useful in digitalized environments by means of...

Purpose – The use of the general satisfaction index (GSI) concept is a great way to measure the organizational climate. However, the traditional concept has an inaccurate calculation approach. In order to review this concept, the purpose of this paper is to propose a methodology to obtain this...

Purpose: This research investigates the impact of the strategic sourcing process on the supply chain response to COVID-19. The paper presents practitioners' perspectives (experts in supply chain management, especially involved in the procurement field) on the strategic sourcing process's impact...

Purpose: The purpose of this paper is to present a systematic approach to conduct a diagnosis of the current status of a company’s quality management systems (QMS) and business processes. Design/methodology/approach: The approach proposed is based upon the assessment of the maturity level of...

Today’s business world is facing a plethora of managerial and technological changes which are beyond the capacity of any firm to control or absorb. Customer satisfaction, development of new products, and introduction of new technologies are well‐known driving forces, but their fast mutation...

Statistical process control (SPC) is a powerful technique which organisations can use in their pursuit of continuous improvement of both product and service quality. Many organisations in the UK are still learning about the successful introduction, development and implementation of SPC, even...

E‐service operations that attract and influence customers to buy products and/or services from specific sites is a complex process involving service design, marketing, and delivery, and encompass a number of essential determinants. Determinants that integrate all the three service processes...

Purpose – This paper attempts to demonstrate the power of six sigma, a disciplined approach to improving product, process or service quality, in the service industry. Design/methodology/approach – The paper presents the basic features that characterize six sigma followed by a simple...

Purpose – A successful supply chain should ensure that all participating members benefit from the marketplace. To achieve this goal, the supply chain members need to improve their competences all the time, which requires a continuous learning process. Thus, mutual learning, through knowledge...

Purpose – The purpose of this paper is to focus on the importance of the project selection process and its role in the successful deployment of Six Sigma within organizations. Design/methodology/approach – A review of the literature is presented, highlighting the importance of project...