International Journal of Operations & Production Management: Volume 21 Issue 3

Customer support and new product development ‐ An exploratory study

Keith Goffin, Colin New

Customer support is an essential element in the successful marketing of many products – from domestic appliances to high‐tech computer networks. Many aspects of support are…

Organisational culture and quality improvement

R. Maull, P. Brown, R. Cliffe

This article has two main sections. The first section presents the theoretical underpinnings for the development of a cultural analysis model that companies should undertake prior…

Benchmarking and performance management in clinical pharmacy

Alan Fowler, David Campbell

The article features a study based on postal questionnaires and structured interviews, targeting senior members of the hospital pharmacy profession. The aim was to examine the…

The influence of enterprise type on the purchasing decision process

Lambros G. Laios, Socrates J. Moschuris

This article reports on the influence of the enterprise type on the purchasing decision process within selected product types and phases by using analysis of variance on data from…

An empirical examination of successive incremental improvement techniques and investment in manufacturing technology

Khim L. Sim

This study tests the interactive effects of successive incremental improvement techniques (i.e. total quality management (TQM) and just‐in‐time (JIT)). In addition, observations…

An empirical investigation of project evaluation criteria

Oya Icmeli Tukel, Walter O. Rom

In this article, we report on an empirical study conducted in the USA to determine the performance measures project managers commonly use to evaluate the success of their…