Asian Journal on QualityTable of Contents for Asian Journal on Quality. List of articles from the current issue, including Just Accepted (EarlyCite)https://www.emerald.com/insight/publication/issn/1598-2688/vol/13/iss/3?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestAsian Journal on QualityEmerald Publishing LimitedAsian Journal on QualityAsian Journal on Qualityhttps://www.emerald.com/insight/proxy/containerImg?link=/resource/publication/journal/1741ab956c5e4bbbe3e0052af62a7db8/urn:emeraldgroup.com:asset:id:binary:ajqcover.gifhttps://www.emerald.com/insight/publication/issn/1598-2688/vol/13/iss/3?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestMeasuring university service quality by means of SERVQUAL methodhttps://www.emerald.com/insight/content/doi/10.1108/15982681211287766/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to determine university service quality in the International branch of Amirkabir University (Iran). In this study, a total of 102 students in five courses (Electronic engineering, Civil engineering, Mechanical engineering, Chemical engineering and MBA) in the international branch of Amirkabir University, were asked to complete a SERVQUAL questionnaire. This questionnaire measured students’ perceptions and expectations in five dimensions of service that consists of assurance, responsiveness, empathy, reliability and tangibles. The quality gap of university services was determined based on differences between students’ perceptions and expectations. The results demonstrated that in all of the five SERVQUAL dimensions there was a negative quality gap (p<0.05). Also responsiveness is the most important dimension for the students but had the largest gap. So improvements are necessary and the university must pay more attention to the students’ requirements. The current research was conducted among international branch of Amirkabir University, so the results are limited to those faculty, not to the whole of the university. Also, there were many questions in the questionnaire, which made the students tired and impatient. There are limited researches that consider service quality in Iranian higher education. However, for the first time, the service quality of the international branch of Amirkabir University was measured in this research by SERVQUAL. Measuring education service via SERVQUAL in order to determine ways to improve quality is one of the major fields of application of the model. Continuous research in the field will benefit the welfare of the public society.Measuring university service quality by means of SERVQUAL method
Khodayar Abili, Fatemeh Narenji Thani, Maryam Afarinandehbin
Asian Journal on Quality, Vol. 13, No. 3, pp.204-211

The purpose of this paper is to determine university service quality in the International branch of Amirkabir University (Iran).

In this study, a total of 102 students in five courses (Electronic engineering, Civil engineering, Mechanical engineering, Chemical engineering and MBA) in the international branch of Amirkabir University, were asked to complete a SERVQUAL questionnaire. This questionnaire measured students’ perceptions and expectations in five dimensions of service that consists of assurance, responsiveness, empathy, reliability and tangibles. The quality gap of university services was determined based on differences between students’ perceptions and expectations.

The results demonstrated that in all of the five SERVQUAL dimensions there was a negative quality gap (p<0.05). Also responsiveness is the most important dimension for the students but had the largest gap. So improvements are necessary and the university must pay more attention to the students’ requirements.

The current research was conducted among international branch of Amirkabir University, so the results are limited to those faculty, not to the whole of the university. Also, there were many questions in the questionnaire, which made the students tired and impatient.

There are limited researches that consider service quality in Iranian higher education. However, for the first time, the service quality of the international branch of Amirkabir University was measured in this research by SERVQUAL. Measuring education service via SERVQUAL in order to determine ways to improve quality is one of the major fields of application of the model. Continuous research in the field will benefit the welfare of the public society.

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Measuring university service quality by means of SERVQUAL method10.1108/15982681211287766Asian Journal on Quality2012-11-23© 2012 Khodayar AbiliFatemeh Narenji ThaniMaryam AfarinandehbinAsian Journal on Quality1332012-11-2310.1108/15982681211287766https://www.emerald.com/insight/content/doi/10.1108/15982681211287766/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2012
Application of Six Sigma at cell site construction: a case studyhttps://www.emerald.com/insight/content/doi/10.1108/15982681211287775/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe aim of this case study‐based paper is to study the application of Six Sigma, a breakthrough improvement strategy in the field of cell site construction of a telecom company. This research provides action research of a Six Sigma project using DMAIC methodology carried out in cell site construction function of a telecom company. The research illustrates how the various Six Sigma tools and techniques were applied in a mutually inclusive manner in one project. The infrastructure department of the company had constructed 900 cell sites last year, out of which 150 were not according to standards and were either disapproved by the operations department or underwent maintenance soon after their use. In 2010, the company spent US$ 0.5 million on rework and maintenance at these sites, thus highlighting the urgency of the problem. The paper shows how, after the implementation of the Six Sigma project, the company made savings worth US$ 0.45 million. Six Sigma as a means of waste reduction has gained popularity among researchers and practitioners. The literature on the methodology of Six Sigma and the management approach towards Six Sigma is burgeoning. While various Six Sigma tools and techniques and their application are discussed in literature independent of each other, the need has arisen to observe their systematic application as they apply in a project; every company can use this breakthrough improvement strategy to improve its processes by reducing waste and deriving the financial benefits.Application of Six Sigma at cell site construction: a case study
Hakeem Ur Rehman, Muhammad Asif, Muhammad Aamir Saeed, Muhammad Asim Akbar, Muhammad Usman Awan
Asian Journal on Quality, Vol. 13, No. 3, pp.212-233

The aim of this case study‐based paper is to study the application of Six Sigma, a breakthrough improvement strategy in the field of cell site construction of a telecom company.

This research provides action research of a Six Sigma project using DMAIC methodology carried out in cell site construction function of a telecom company. The research illustrates how the various Six Sigma tools and techniques were applied in a mutually inclusive manner in one project. The infrastructure department of the company had constructed 900 cell sites last year, out of which 150 were not according to standards and were either disapproved by the operations department or underwent maintenance soon after their use. In 2010, the company spent US$ 0.5 million on rework and maintenance at these sites, thus highlighting the urgency of the problem.

The paper shows how, after the implementation of the Six Sigma project, the company made savings worth US$ 0.45 million.

Six Sigma as a means of waste reduction has gained popularity among researchers and practitioners. The literature on the methodology of Six Sigma and the management approach towards Six Sigma is burgeoning. While various Six Sigma tools and techniques and their application are discussed in literature independent of each other, the need has arisen to observe their systematic application as they apply in a project; every company can use this breakthrough improvement strategy to improve its processes by reducing waste and deriving the financial benefits.

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Application of Six Sigma at cell site construction: a case study10.1108/15982681211287775Asian Journal on Quality2012-11-23© 2012 Hakeem Ur RehmanMuhammad AsifMuhammad Aamir SaeedMuhammad Asim AkbarMuhammad Usman AwanAsian Journal on Quality1332012-11-2310.1108/15982681211287775https://www.emerald.com/insight/content/doi/10.1108/15982681211287775/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2012
Designing a new service in a university language centrehttps://www.emerald.com/insight/content/doi/10.1108/15982681211287784/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to present the design of a new service in a self‐access language centre of a university in Hong Kong. A language action literacy program is being designed to promote independent learning and to support undergraduates in developing preferred qualities, including what the Kano Model would classify as excitement qualities. Quality Function Deployment (QFD) is the decision support tool for selecting the literacy program contents to echo the Voice of Customer (VOC). The QFD exercises undertaken include: a telephone survey with 12 employers rating the importance of customer requirements; the program designers selecting program contents that match the customer requirements; determining the relationship between the customer requirements and the program contents; calculating the importance weighting of program contents; and determining the correlation between the program contents. The categorization of qualities by the Kano model is followed when discussing customer satisfaction. Independent learning was rated as the most important of 20 customer requirements, and excitement qualities such as Critical thinking, Innovation, Creativity were rated as important. The QFD exercises led to the recommendations that seven types of literacy (e.g. Critical literacy, Activism & advocacy) and functional grammar should be prioritized as main program contents for empowering undergraduates to make an impact on a community or profession. Since the sample size of the importance survey was small, the new program would have to be evaluated by larger‐scale surveys after piloting. A review of literature found no report on QFD‐based design of self‐access language centre services; this study is likely the first of its kind.Designing a new service in a university language centre
Freeman K.H. Chan, Alfred Lee
Asian Journal on Quality, Vol. 13, No. 3, pp.234-249

This paper aims to present the design of a new service in a self‐access language centre of a university in Hong Kong. A language action literacy program is being designed to promote independent learning and to support undergraduates in developing preferred qualities, including what the Kano Model would classify as excitement qualities.

Quality Function Deployment (QFD) is the decision support tool for selecting the literacy program contents to echo the Voice of Customer (VOC). The QFD exercises undertaken include: a telephone survey with 12 employers rating the importance of customer requirements; the program designers selecting program contents that match the customer requirements; determining the relationship between the customer requirements and the program contents; calculating the importance weighting of program contents; and determining the correlation between the program contents. The categorization of qualities by the Kano model is followed when discussing customer satisfaction.

Independent learning was rated as the most important of 20 customer requirements, and excitement qualities such as Critical thinking, Innovation, Creativity were rated as important. The QFD exercises led to the recommendations that seven types of literacy (e.g. Critical literacy, Activism & advocacy) and functional grammar should be prioritized as main program contents for empowering undergraduates to make an impact on a community or profession.

Since the sample size of the importance survey was small, the new program would have to be evaluated by larger‐scale surveys after piloting.

A review of literature found no report on QFD‐based design of self‐access language centre services; this study is likely the first of its kind.

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Designing a new service in a university language centre10.1108/15982681211287784Asian Journal on Quality2012-11-23© 2012 Freeman K.H. ChanAlfred LeeAsian Journal on Quality1332012-11-2310.1108/15982681211287784https://www.emerald.com/insight/content/doi/10.1108/15982681211287784/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2012
An investigation of information technology investments on buyer‐supplier relationship and supply chain dynamicshttps://www.emerald.com/insight/content/doi/10.1108/15982681211287793/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe objective of this paper is to identify the nature of interactive feedback relationships among information technology (IT) deployment, buyer‐supplier relationship, and supply chain structure, and also to ascertain whether or not there exists a significant effect from product customization level on such interactive feedback relationships. Based on this identification through the utilization of the system dynamics methodology, one of the dynamic simulation methods, we can attempt to suggest a set of advisable SCM strategies for effective IT investment and deployment. Investigating the responses of IT level according to the dynamic changes of product customization level, buyer‐supplier relationship, and supply chain structural issues is a requisite first step. This would be helpful in suggesting a dynamic E‐technology investment and adoption model appropriate for integrated supply chain management. The insights developed in this paper should provide theoretical foundations and practical guidelines as to the role and function of B‐to‐B electronic commerce for efficient supply chain integration.An investigation of information technology investments on buyer‐supplier relationship and supply chain dynamics
Soo Wook Kim
Asian Journal on Quality, Vol. 13, No. 3, pp.250-267

The objective of this paper is to identify the nature of interactive feedback relationships among information technology (IT) deployment, buyer‐supplier relationship, and supply chain structure, and also to ascertain whether or not there exists a significant effect from product customization level on such interactive feedback relationships.

Based on this identification through the utilization of the system dynamics methodology, one of the dynamic simulation methods, we can attempt to suggest a set of advisable SCM strategies for effective IT investment and deployment.

Investigating the responses of IT level according to the dynamic changes of product customization level, buyer‐supplier relationship, and supply chain structural issues is a requisite first step. This would be helpful in suggesting a dynamic E‐technology investment and adoption model appropriate for integrated supply chain management.

The insights developed in this paper should provide theoretical foundations and practical guidelines as to the role and function of B‐to‐B electronic commerce for efficient supply chain integration.

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An investigation of information technology investments on buyer‐supplier relationship and supply chain dynamics10.1108/15982681211287793Asian Journal on Quality2012-11-23© 2012 Soo Wook KimAsian Journal on Quality1332012-11-2310.1108/15982681211287793https://www.emerald.com/insight/content/doi/10.1108/15982681211287793/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2012
Exploring the impact of total quality service on bank employees’ organisational commitmenthttps://www.emerald.com/insight/content/doi/10.1108/15982681211287801/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature. The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India. The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees’ organizational commitment. TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers’ expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services.Exploring the impact of total quality service on bank employees’ organisational commitment
Gurjeet Kaur, Jyoti Sharma, Tejveer Lamba
Asian Journal on Quality, Vol. 13, No. 3, pp.268-293

The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature.

The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India.

The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees’ organizational commitment.

TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers’ expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services.

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Exploring the impact of total quality service on bank employees’ organisational commitment10.1108/15982681211287801Asian Journal on Quality2012-11-23© 2012 Gurjeet KaurJyoti SharmaTejveer LambaAsian Journal on Quality1332012-11-2310.1108/15982681211287801https://www.emerald.com/insight/content/doi/10.1108/15982681211287801/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2012
An analysis of critical success factors for Six Sigma implementationhttps://www.emerald.com/insight/content/doi/10.1108/15982681211287810/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe success of Six Sigma implementation is known to depend on a number of critical factors. The purpose of this paper is to explore and analyse Six Sigma critical success factors (CSFs) in the context of Indian manufacturing organizations. Although Six Sigma success factors have been amply researched in the global context, in this paper, a maiden attempt is made to identify, through an extensive literature review, the CSFs for Six Sigma implementation followed by their validation and prioritization using primary data collection from Indian companies. A total of 22 CSFs have thus been compiled through an extensive literature review. These CSFs are then validated through an empirical research of select Indian manufacturing companies at various stages of implementation of the Six Sigma process improvement methodology. A factor analysis was used to finally reduce the 22 factors to seven groups of underlying CSFs, the top factors being use of right tools, measurement assurance, innovation and supplier collaboration. Based on the factors extracted, a Six Sigma adoption model has been proposed in the Asian context. The factor analysis of CSFs of the Indian manufacturing organizations selected in this study demonstrates that the top factor is a composite factor showing combination of the ability of the project teams to use the right tools, measurement assurance, innovation and creativity skills in problem solving, and also the long‐term supplier collaboration of the firm. Perhaps there has been an overemphasis on the role and commitment of the management in the success of a Six Sigma program. Though it is undisputed, certain other factors also play an equally important role in ensuring that the Six Sigma programs are successful. The CSFs extracted through the factor analysis could provide a basis for manufacturing organizations embarking on the Six Sigma journey to look beyond just management involvement and develop an integrated framework of other factors as outlined and give them appropriate priority and focus. The study could well be extended to service industries.An analysis of critical success factors for Six Sigma implementation
Sunil Sharma, Anuradha R. Chetiya
Asian Journal on Quality, Vol. 13, No. 3, pp.294-308

The success of Six Sigma implementation is known to depend on a number of critical factors. The purpose of this paper is to explore and analyse Six Sigma critical success factors (CSFs) in the context of Indian manufacturing organizations.

Although Six Sigma success factors have been amply researched in the global context, in this paper, a maiden attempt is made to identify, through an extensive literature review, the CSFs for Six Sigma implementation followed by their validation and prioritization using primary data collection from Indian companies. A total of 22 CSFs have thus been compiled through an extensive literature review. These CSFs are then validated through an empirical research of select Indian manufacturing companies at various stages of implementation of the Six Sigma process improvement methodology.

A factor analysis was used to finally reduce the 22 factors to seven groups of underlying CSFs, the top factors being use of right tools, measurement assurance, innovation and supplier collaboration. Based on the factors extracted, a Six Sigma adoption model has been proposed in the Asian context.

The factor analysis of CSFs of the Indian manufacturing organizations selected in this study demonstrates that the top factor is a composite factor showing combination of the ability of the project teams to use the right tools, measurement assurance, innovation and creativity skills in problem solving, and also the long‐term supplier collaboration of the firm. Perhaps there has been an overemphasis on the role and commitment of the management in the success of a Six Sigma program. Though it is undisputed, certain other factors also play an equally important role in ensuring that the Six Sigma programs are successful.

The CSFs extracted through the factor analysis could provide a basis for manufacturing organizations embarking on the Six Sigma journey to look beyond just management involvement and develop an integrated framework of other factors as outlined and give them appropriate priority and focus. The study could well be extended to service industries.

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An analysis of critical success factors for Six Sigma implementation10.1108/15982681211287810Asian Journal on Quality2012-11-23© 2012 Sunil SharmaAnuradha R. ChetiyaAsian Journal on Quality1332012-11-2310.1108/15982681211287810https://www.emerald.com/insight/content/doi/10.1108/15982681211287810/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2012
Business excellence through total supply chain quality managementhttps://www.emerald.com/insight/content/doi/10.1108/15982681211287829/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this paper is to show how the quality practices such as leadership and strategic quality planning, supplier relationship management, customer focus, quality data and reporting, process management and human resource management are as relevant to supply chains as they are to an individual firm. Based on the review of relevant literature, propositions have been framed to stimulate future research. In order to evaluate the quality management (QM) practices in Pakistani supply chains, three cases have been presented. These cases provide information about QM practices of the case companies with respect to the supply chains they represent. Based on the case comparisons, common themes regarding the state of QM in Pakistani supply chains have been identified. The current study shows that the state of QM in the supply chain context is at a primitive level in Pakistan. Most organizations have instituted quality departments and devised quality policy and planning inspired by ISO 9000 standards. However, quality culture that promotes bottom‐up improvement throughout the organization is nonexistent. Compared with the proposed framework of total supply chain quality management (TSCQM), Pakistani organizations have a long way to go before any significant integration can be achieved in the quality functions at the supply chain level. Building upon the current literature in the field of supply chain and QM, the current study proposes a new, more comprehensive framework TSCQM.Business excellence through total supply chain quality management
Kamran Rashid, M.M. Haris Aslam
Asian Journal on Quality, Vol. 13, No. 3, pp.309-324

The purpose of this paper is to show how the quality practices such as leadership and strategic quality planning, supplier relationship management, customer focus, quality data and reporting, process management and human resource management are as relevant to supply chains as they are to an individual firm.

Based on the review of relevant literature, propositions have been framed to stimulate future research. In order to evaluate the quality management (QM) practices in Pakistani supply chains, three cases have been presented. These cases provide information about QM practices of the case companies with respect to the supply chains they represent. Based on the case comparisons, common themes regarding the state of QM in Pakistani supply chains have been identified.

The current study shows that the state of QM in the supply chain context is at a primitive level in Pakistan. Most organizations have instituted quality departments and devised quality policy and planning inspired by ISO 9000 standards. However, quality culture that promotes bottom‐up improvement throughout the organization is nonexistent. Compared with the proposed framework of total supply chain quality management (TSCQM), Pakistani organizations have a long way to go before any significant integration can be achieved in the quality functions at the supply chain level.

Building upon the current literature in the field of supply chain and QM, the current study proposes a new, more comprehensive framework TSCQM.

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Business excellence through total supply chain quality management10.1108/15982681211287829Asian Journal on Quality2012-11-23© 2012 Kamran RashidM.M. Haris AslamAsian Journal on Quality1332012-11-2310.1108/15982681211287829https://www.emerald.com/insight/content/doi/10.1108/15982681211287829/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2012