International Journal of Quality & Reliability Management: Volume 27 Issue 2

The impact of pre‐sale and post‐sale factors on online purchasing satisfaction: a survey

Lucía Melián Alzola, Víctor Padrón Robaina

This work seeks to contribute a series of reflections and conclusions in response to the following questions: what variables determine satisfaction in the pre‐sale phase and…

The evolution of lean Six Sigma

M.P.J. Pepper, T.A. Spedding

Although research has been undertaken on the implementation of lean within various industries, the many tools and techniques that form the “tool box”, and its integration with Six…

An empirical framework for selecting quality management and improvement initiatives

Natcha Thawesaengskulthai

A growing number of publications have questioned and raised awareness of improvement fashions, especially in the area of quality management (QM), but rational decision‐making…

Understanding customer needs through quantitative analysis of Kano's model

Ting Wang, Ping Ji

The paper aims to help companies develop a better understanding of customer needs through quantitative analysis of Kano's model.

The effect of quality management on the service quality and business success of logistics service providers

Wolfgang Kersten, Jan Koch

The purpose of the paper is to analyse empirically the causal relationships between quality management, service quality and business success in German logistics companies.

Ranking of customer requirements using the fuzzy centroid‐based method

Esmaeil Mehdizadeh

The aim of this paper is to present a fuzzy centroid‐based method to ranking customer requirements with competition consideration. The proposed method not only focuses on normal…

5S use in manufacturing plants: contextual factors and impact on operating performance

Alberto Bayo‐Moriones, Alejandro Bello‐Pintado, Javier Merino‐Díaz de Cerio

The purpose of this paper is to explore the relationship between 5S use, contextual factors and performance. The contextual factors comprise structural features of the firm…

Towards an inter‐organisational perspective for managing quality in virtual organisations

Patrick Sitek, Marcus Seifert, Klaus‐Dieter Thoben

The purpose of this paper is to discuss the limitations of existing approaches for guaranteeing the quality of a joint output in temporary enterprise networks such as virtual…

Repetitive testing of multiple products with limited capacity

Jie Ding, Betsy S. Greenberg, Hirofumi Matsuo

The purpose of this paper is to develop a model‐based methodology for the repetitive testing of multiple products with limited capacity, when the testing process is imperfect.

International insights into twenty-first century quality management: facts or fashion?

Ben Clegg