Illustrates how quality function deployment (QFD) can be used to measure customer satisfaction in educational institutions. Specifically, utilizes QFD in evaluating the MBA programme at Grand Valley State University. The inputs for the QFDs were obtained through several brainstorming sessions of...

Technical specifications may not in themselves guarantee that a customer’s requirements will be consistently met, if there happen to be any deficiencies in the specifications or in the organizational system designed to produce the product or service. It was in this context that the...

Manufacturers in Europe, Japan, and the USA have widely employed the Taguchi methods of robust experimental design in optimizing product designs and manufacturing/assembly processes. However, these methods have made relatively little inroads into the service industries, for rather obscure...

The study of US and Indian managers has been undertaken in response to the continuous increase in global activity in the area of purchasing. This study is a step in the direction of fulfilling the information requirements of purchasing managers around the globe. Based on the statistical...

Productivity measurement is a required management tool in evaluating and monitoring the performance of a business operation. The purpose of this paper is to provide an analysis of the state‐of‐the‐art research on productivity measurement. The paper comprises two major sections. First, to...

In this case study, flow manufacturing implementation at Acme International, a toilet bowl and seat manufacturer, is described. Flow manufacturing, is a pull‐driven strategy; its main principle is that daily production rate can be synchronized with demand. Thus, customer service is improved...

By means of a case study, discusses the most important elements of lean manufacturing (LM), the strategies used by the company for implementing LM, and the significant benefits that were accrued in manufacturing operations. Explains the critical factors involved in the implementation of LM...

Determines the extent to which world‐class philosophy and methods are being adopted and utilized by North American manufacturing organizations. Using mailing lists obtained from several US and Canadian chambers of commerce, 800 organizations were identified as a target group. Managers of 251...

Discusses the steps taken by Laser Inc. in the development and implementation of a statistical process control (SPC) system for two specific production lines. The SPC programme included a total of 16 steps. Explains each of these steps. Suggests that they are comprehensive in nature and can be...