Purpose: The Pension Trust Company (PTC) in Ghana is the sole agency responsible for the management of the first-tier pension scheme as well as processing of claims submitted by beneficiaries for this scheme. The claim processing system at PTC was wrought with significant delays resulting in...

Manufacturing strategy represents the way a firm plans to deploy its manufacturing resources and to use its manufacturing capability to achieve its goals. Recent research has pointed out the important role of the business environment on the manufacturing strategy choices by organizations....

Purpose: Division of motor vehicle (DMV) offices serve a wide swath of Americans in all states and can therefore serve as excellent vehicles to study the quality of public services in the country. However, relatively little attention has been devoted in the academic literature to studying...

Purpose: Several research studies on Lean Six Sigma (LSS) have been done using the survey methodology. However, the use of surveys often relies on the measurement of variables, which cannot be directly observed, with attendant measurement errors. The purpose of this study is to develop a...