International Journal of Quality & Reliability Management: Volume 24 Issue 3

Automated support of software quality improvement

Hareton K.N. Leung, Li Liao, Yuzhong Qu

Quality improvement is critical to the success of software development organizations. Automated tools can greatly assist in the implementation of quality improvement. The purpose…

An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry

Fujun Lai, Joe Hutchinson, Dahui Li, Changhong Bai

The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting.

Manufacturing disruption costs due to quality loss

James Tannock, Sittichai Saelem

Many authors have suggested that disruption and associated costs result from poor quality performance in manufacturing. The purpose of this paper is to define and quantify the…

Measuring the results in B2C e‐commerce

Lucía Melián‐Alzola, Víctor Padrón‐Robaina

The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and…

Six sigma in service organisations: Benefits, challenges and difficulties, common myths, empirical observations and success factors

Jiju Antony, Frenie Jiju Antony, Maneesh Kumar, Byung Rae Cho

Six sigma has received considerable attention over the last four years in the UK service sector. The purpose of this paper is to present a review of the literature on six sigma as…

An intelligent condition‐based maintenance scheduling model

Jun‐Geol Baek

Condition‐based maintenance (CBM) has increasingly drawn attention in industry because of its many benefits. The CBM problem is a kind of state‐dependent scheduling problem, and…