International Journal of Quality & Reliability Management: Volume 31 Issue 4

A FMEA-based approach to prioritize waste reduction in lean implementation

Ruy Victor B. de Souza, Luiz Cesar R. Carpinetti

This paper presents a proposal of adaptation of the failure mode and effect analysis method to analyze wastes and define priorities for actions aimed at minimizing or eliminating…

Service quality and satisfaction in the banking sector

Johra Kayeser Fatima, Mohammed Abdur Razzaque

– The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction.

Prioritisation on 5S activities for a semiconductor wafer fabrication: an empirical study

Yung-Chia Chang, Chuan-Yung Chen

Semiconductor wafer fabrication (FAB) is recognized as one of the most complex manufacturing systems. A newly built FAB has to pass various audits from its customer before the…

An improved model for the cost of quality

Mohamed Khaled Omar, Sharmeeni Murgan

The purpose of this study is to present a report on the development of an improved mathematical model for quantifying the cost of quality. In addition, a simulation model is…

The influence of a virtual agent on web-users' desire to visit the company: The case of restaurant's web site

Reza Etemad-Sajadi

The purpose of this study is to measure the perception and the behavioural intention of web-users who interact with a virtual agent on a web site. The author wants to measure the…

Standards and innovation in manufacturing and services: the case of ISO 9000

Giovanni Mangiarotti, Cesare A.F. Riillo

The research empirically investigates the firm-level impact of ISO 9000 certification on innovation propensity. The study aims to distinguish between manufacturing and service…

The influence of enterprisers' green management awareness on green management strategy and organizational performance

Shwu-Ing Wu, Yu-Chen Wu

This study applied the theory of planned behavior (TPB) to examine the awareness of green management among executives in the Top 5000 corporations (as listed in the China Credit…