Prioritizing the economic indicators of SSC: an integrative QFD approach of performance prism and BSC

Quality function deployment approach to urban ecological public art design centred on resident needs

To improve the quality management of urban ecological public art design and the service centered on residents' needs. Our study introduces a new Quality Function Deployment (QFD)decision-making model called Kano-FAHP-QFD, which applies to urban ecological public art design. Specifically, a new QFD framework is proposed, combining the Kano model and Fuzzy AHP (FAHP). This paper well explains the importance of ranking urban residents' needs and the impacts of the new framework in defining the quality management of urban ecological public art design and the satisfaction of urban residents, while using the framework as a set of prioritized strategies in urban renewal to guide the design and planning of urban ecological public art. The author combined these three approaches to more accurately capture and address their respective issues and thus better understand the residents' needs for urban ecological public art design. In essence, this study investigates how urban ecological public art can be designed and planned in urban renewal through a novel QFD algorithm for urban ecological public art design, with application case validation. Thus, the method keeps the satisfaction of urban residents in line with the positioning and strategies of urban ecological public art design, which is dedicated to enhancing urban vitality, promoting urban renaissance, and sustainable development. It also provides new research ideas for the development of urban ecological public art design in the future.

Prioritising the determinants of Industry-4.0 for implementation in MSME in the post-pandemic period – a quality function deployment analysis

Purpose

Micro, Small, Medium Enterprises (MSMEs) are witnessing an accelerated transformation by the advent of Industry-4.0 (I4.0) in the post-pandemic period. It is offering promising customer responsiveness, competitiveness, business growth and sustainability and thereby, compelling its integration to MSMEs. Therefore, it is imperative for researchers to explore Industry 4.0 challenges and their specific implementation requirements and also provide useful insights to the stakeholders.

Design/methodology/approach

This research paper has identified, explained and analysed various determinants of the I4.0 implementation, in MSME context. Focus group approach has been applied for taking inputs from experts for developing the House of Quality (HOQ) tool of the Quality Function Deployment (QFD) methodology from the Total Quality Management (TQM) tool-box.

Findings

Based on the responses and after applying QFD, a conceptual model suggesting relevant strategies to execute I4.0 by Indian MSMEs has been developed. The model highlights three key challenges being faced by the Indian MSMEs –Top management support, Incompatible resources and Transition cost. The model also reveals vital few designer's descriptors – Cultural reorientation, IT enabled digitization, Process automation and knowledge and skill in I4.0 implementation (Knowhow) for a structured implementation of I4.0.

Practical implications

The evolved HOQ framework has provided some useful insights - priority areas in the MSME challenges and the designer's descriptors for I4.0 implementation in MSME. The research has also provided the understanding of the dynamics between the I4.0 components through the 10 × 10 interrelationship matrix of the HOQ. Farsighted MSME leaders, practising consultants, sourcing managers and policy makers can use the developed framework as a reference in formulating tactics to mitigate the I4.0 implementation barriers.

Originality/value

The non-conventional application of HOQ in the QFD approach from the TQM tool-box is a useful value addition to the TQM practitioners. The useful insights to the MSME leaders, policy makers, sourcing managers of OEM, consultants engaged in I4.0 transformation and academic researchers are the other contribution.

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Purpose

Meeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an efficient utilisation of health services can provide that purpose. This study aims to develop a quantitative assessment framework for radiology centres as a vital section in healthcare to translate the patients' requirements into service quality specifications. This would help to achieve quality improvement by emphasising the voice of customers.

Design/methodology/approach

A literature review is conducted to specify the service quality criteria and the patients' requirements related to healthcare and hospitals. Based on the experts' opinions, these criteria and requirements are later customised for the radiology centres. Moreover, the requirements are categorised into five dimensions of SERVQUAL. The interrelations between service elements are also determined through expert group consensus using Pearson correlation. Afterwards, by applying the QFD method, the relations between the requirements and criteria are explored. Additionally, a customer satisfaction survey is executed in Tehran public hospitals to prioritise these requirements and provide an importance-satisfaction analysis.

Findings

Based on the result of the case study, service elements are prioritised for improvement, and practical suggestions are provided using the Delphi technique for quality improvement. In addition, a cause-and-effect diagram is presented to highlight the improvement area and provide enhancement suggestions.

Originality/value

This study is the first empirical attempt to benefit from the VOC in evaluating and enhancing the quality of service delivered to radiology patients. In doing so, the study applies a hybrid approach of QFD and SERVQUAL as well as other tools to highlight the improvement area and provide enhancement suggestions. The findings can be readily used by the practitioners.

Supply chain performance measurement through collaborative effectiveness: an Asia–Pacific perspective

Purpose

The main purpose of this research is to investigate the supply chain performance through collaborative effectiveness, from the organisations of Asia–Pacific region perspective, compared with that of global organisations based on collaborative supply chain practices.

Design/methodology/approach

The survey research methodology was adopted, involving the collection of survey data from 223 participants across 10 different industries and 6 geographic regions. Data included 103 organisations in the Asia–Pacific region including Australia, India, China, Malaysia, Singapore, Indonesia and Thailand.

Findings

From a collaborative effectiveness perspective, the supply chain performance of Asia–Pacific organisations is different when compared with that of global organisations. It was also found that global organisations are driven by sales performance, while Asia–Pacific organisations are focussing mainly on the cost in terms of the number of employees, and therefore productivity. The metal industry stands out to be the best performing industry from a collaborative effectiveness perspective in the Asia–Pacific region and globally.

Practical implications

The research findings can be used as a guide by industry practitioners to develop benchmarks for collaborative supply chain practices by industry and region of operations. This research has been limited to a few industries such as manufacturing, logistics, service and retail industries.

Originality/value

This research generates new knowledge on the relationship between the collaborative effectiveness and supply chain performance, from the perspectives of both Asia–Pacific and global organisations, based on a collaborative effectiveness framework. The study proposes an innovative approach of assessing supply chain performance through collaborative effectiveness from the perspectives of geographical boundaries and industry types.