Value creation through quality and innovation – a case study on Portugal

Driving frugal innovation in SMEs: how sustainable leadership, knowledge sources and information credibility make a difference

This study investigates the driving factors behind frugal innovation in Small and Medium-sized Enterprises (SMEs). It specifically examines sustainable leadership as an independent variable, considering its impact on frugal innovation, with sources of knowledge mediating this relationship and information credibility moderating the effects. Employing a Partial Least Squares Structural Equation Modeling (PLS-SEM) approach, data were gathered from 325 employees of SMEs in Pakistan. This methodology was chosen for its ability to handle complex relationships between multiple variables simultaneously, offering robust insights into the interplay among sustainable leadership, sources of knowledge, information credibility, and frugal innovation. The results reveal significant associations between sustainable leadership, sources of knowledge, information credibility, and frugal innovation. Sustainable leadership demonstrates a substantial influence on both sources of knowledge and frugal innovation. Furthermore, sources of knowledge play a vital role in mediating the relationship between sustainable leadership and frugal innovation. Information credibility emerges as a significant moderator, affecting the pathways between sustainable leadership, sources of knowledge, and frugal innovation. The findings underscore the importance of sustainable leadership and credible information sources in driving frugal innovation within SMEs. They highlight the intricate interdependencies among these variables and emphasize the pivotal role of information credibility in shaping these dynamics. These results carry significant implications for SMEs in Pakistan, shedding light on the mechanisms through which sustainable leadership and reliable knowledge sources can stimulate frugal innovation in emerging economies.

Managing TQM's soft side: an explorative study of social care multiservice organizations

Purpose

This paper explores total quality management (TQM) soft domain efficacy in social care organizations to determine the extent to which an organization's project success may stem from soft TQM critical success factors (CSFs).

Design/methodology/approach

Non-structured interviews were conducted with 16 managers overseeing the prosthetic device regeneration project of the Italian local health unit (located in Salerno) to explore which soft factors could contribute to the success of a social care multifunctional organization.

Findings

Organizations' handling of certain projects, such as pivoting on soft TQM issues, may allow them to be configured as multiservice organizations. Therefore, a conceptual model of a multiservice social care organization is proposed.

Practical implications

From a managerial perspective, this study presents an interesting success case of a multiservice social care organization with a total annual expenditure of €20 million on prosthetic assistance. Preliminary data show a 13% reduction in public expenditure for Salerno's local health unit via a refurbishment project.

Originality/value

The paper contributes to the soft TQM literature debate: although Italian local health professionals appear aware of soft TQM issues' implementation and consciously apply them in their organization and projects, this occurs more with specific CSFs emerging from the literature. Therefore, this article paves the way for further quantitative and theoretical investigations on the adoption of TQM soft issues in social care organizations' performance measurement.

The linkage between corporate social responsibility and the main benefits obtained from the integration of multiple management systems in Bangladesh

Purpose

The aim of this study is to investigate the perceived benefits offered by integrated management system (IMS) in the readymade garments (RMG) sector in Bangladesh and the respective linkage with corporate social responsibility (CSR) to promote sustainable development. This study presents a list of IMS benefits composed of different international management standards according to ISO 9001:2015, ISO 14001:2015, OSHAS 18001: 2007 and SA 8000:2014.

Design/methodology/approach

To identify the possible benefits of IMS, a systematic literature review was conducted from 2009 to 2019, namely, in the database of Elsevier, Emerald and John Wiley. A questionnaire survey was developed with the purpose of examining the perceived main benefits of IMS. The questionnaire was e-mailed to 355 representatives of 15 RMG sectors in Bangladesh. A total of 256 complete and useable responses were received, constituting the base of this work. Subsequently, statistical analysis was conducted using SPSS 20 software.

Findings

The main findings of the present study show that the most important five benefits of IMS in RMG sector in Bangladesh are better capacity to achieve organization’s objectives, optimum use of various resources, business sustainability, synergies of different management policies and reduction of duplication efforts.

Practical implications

Two major limitations of the study are as follows: first, it is not a longitudinal study; second, IMS benefits were examined in the national sector context. The present study has both theoretical and practical implications. The study presents a comprehensive list of IMS benefits that contribute to the existing literature from a theoretical point of view. On the other hand and from a practical point of view, this study encourages managers to implement IMS in their organizations.

Originality/value

This study helps in understanding the contribution of IMS benefits to cleaner production and CSR in Bangladesh. The focus on the benefits of IMS in the RMG sector in Bangladesh is another significant aspect of this study because it promotes the development of environmental policies linked to CSR with stakeholder engagement, as a driver to sustainable development.

The boosting of the total quality management on corporate green growth in emerging markets: the mediating roles of corporate social responsibility and customer loyalty

Purpose

The primary purpose of this research is to examine how total quality management (TQM) boosts corporate green growth (CGG) with the involvement of corporate social responsibility (CSR) and customer loyalty (CL) as mediators in the relationship between TQM and CGG for small- and medium-sized enterprises (SMEs) in an emerging economy.

Design/methodology/approach

This research adopts a quantitative approach. According to the scope of this study, constructs of TQM, CSR, CL and CGG and the conceptual relationships between them are established using a systematic literature review. This study uses enterprise-level primary data collected from a questionnaire-based survey. The respondents are those holding managerial positions in their enterprises. There were 424 valid responses obtained following the necessary screening steps to ensure the eligibility of the collected data for analysis using AMOS version 20.

Findings

This study reveals that TQM has a positive and significant relationship with CSR, CL and CGG. Amongst these direct connections, TQM has the most substantial influence on CGG, followed by CL and CSR. Furthermore, the findings assert that CSR positively and significantly affects CGG and CL. When comparing the weighting of these effects, the results show that the impact of CSR on CGG is stronger than that on CL. Furthermore, the results confirm that CSR and CL partially mediate the relationship between TQM and CGG, both independently and simultaneously. The article also discusses the theoretical and managerial implications based on the stated findings.

Originality/value

The originality of this study stems from its contribution to enriching the body of the current literature on TQM and its combined influence on corporate performance. In this respect, this study adds to the existing literature by providing additional empirical evidence on the mechanism by which TQM boosts CGG with the involvement of CSR and CL in mediating the stated relationship between TQM and CGG for SMEs in an emerging economy. To the best of the author’s knowledge, such holistic incorporation is rare in the current literature. Furthermore, this study sheds light on the TQM enabling factors that are extended beyond the quality or technical scope as previously assumed. The stated contributions deserve to be originally derived from the attempt of this scientific work that may be of interest to academics, professionals and business practitioners.

The Importance of Fab Labs in the Development of New Products toward Mass Customization

The idea of developing Fab Labs (Fabrication Laboratories) was originated by Neil Gershenfeld of the Massachusetts Institute of Technology (MIT) Center for Bits and Atoms in 2006, where it signaled the start of a new era that is changing the world economy by breaking down the boundaries between the digital and physical worlds. The Portuguese Fab Labs are analyzed and a subsequent comparison with others European countries and in the USA was made. This comparison is based on aspects of the profile, the knowledge, the services, and the users. The survey was made by questionnaire, where the Portuguese version of it was adapted from another one disseminated at European level and in the USA, created in connection with a doctoral thesis in Italy. There are 25 active Fab Labs in Portugal, of which 16 responses were obtained and considered valid, so they represent the sample of our study. The results show that the Portuguese Fab Labs are in an embryonic phase with few associated or registered users. Portuguese Fab Labs have areas of work and investment capacity in machinery and technology similar to those of other European countries. However, in terms of turnover, there is a big difference between Portugal and some of the European countries, with American Fab Labs having completely different realities from the European ones. This work is relevant because it compares the Fab Labs of developed countries with those of Portugal. To overcome the difference in good practices existing in other countries, the Portuguese Fab Labs need: (1) better publicity, as well as more support for volunteer workers at Fab Labs, so that more ideas will appear and therefore more products; (2) the facilitation of the use of Fab Labs to have more volunteer workers, who must receive experimental courses, in order to make the best use of the available equipment; (3) evolution, from the current subtractive manufacturing to the additive manufacturing looking for innovation; (4) improved quality, ergonomics, and safety in the design of their own products; (5) and on the part of those responsible, therecognition, dissemination, and celebration of the best ideas that have turned into good products, in order to spread good practices.

Lessons learned from quality management system ISO 9001:2015 certification: practices and barrier identification from Brazilian industrial companies

Purpose

This study used a qualitative approach on five case studies in Brazilian industrial companies. The research used interviews, document analysis and on-site visits to collect and analyze data. The companies were selected based on the following criteria: operating in the industrial sector, updating their quality management system (QMS) process to ISO 9001: 2015 and agreeing to participate in this study.

Design/methodology/approach

This article aims to investigate the strategies of industrial companies adopted for ISO-9001:2015 certification in light of the six major advances concerning the previous version. Thus, QMS of other organizations can incorporate identified lessons learned, whether certified or not.

Findings

The main finding of the research is the systematization of a set of lessons learned in the experiences of implementing the six significant advances of ISO 9001 concerning the previous version by industrial companies in the State of São Paulo in Brazil. These lessons can and should be used by other organizations to improve their QMSs.

Practical implications

The practices identified in this empirical research can serve as benchmarking to assist quality managers from other companies in QMS certification based on ISO 9001: 2015 or even those not certified but interested in updating their QMSs. Therefore, lessons learned can significantly minimize efforts to improve your projects, processes, products and services. These findings can also help industrial companies improve their production efficiency and effectiveness through quality improvement.

Originality/value

The main novelty of the research is the consolidation of theoretical and practical analysis of the main changes in the latest version of the ISO 9001 standards. The efforts to fulfill those changes result in lessons learned. The “lessons learned” will form a new block of knowledge that will subsidize theoretical (new research) and practical (formulation of a new ISO 9001 standard and helps quality managers improve their systems).

New Needed Quality Management Skills for Quality Managers 4.0

Digitalization is rushing throughout the world, namely, in industrial and societal infrastructures. Hence, digital transformation becomes a pillar of industrial policy, known in Europe as “Industry 4.0,” in China as “made in China 2025,” in Asia as “Smart Cities,” in Japan as “Society 5.0,” and in North America as “Industrial Internet.” These transformations will change the industrial landscape, toward Quality 4.0 and therefore, our lives. The presented research was conducted on quality management employees in Portugal and it aims to analyze if such employees have the perception of the impact of Industry 4.0 in the quality management profession and the required and needed skills. After analyzing the answered questionnaires, 90 results were considered valid. This is the sample of our study. Simultaneously, the goal of this research is also to review and analyze the main topics in progress related to quality management for the fourth industrial revolution and how quality emerges of this change. The professionals that work on quality management must have creative thinking, be leaders, know how to communicate and work as a team, as well as, to have knowledge and understanding of ICT (Information and Communications Technology), and main pillars of Industry 4.0. These are the main findings. Besides that, they must know how to motivate their work teams, be open to change, know how to use Big Data to make decisions and above all, they must know how to manage conflicts. In addition, quality professionals must promote the design and production of first class products, be the defenders of their customers within the organization, and finally, they must create value for the stakeholders.

Sustainable Process and Product Innovation in the Eyewear Sector: The Role of Industry 4.0 Enabling Technologies

This paper aims to provide the reader with an organic view of the eyewear sector considering both market and quality aspects and evaluating the role of Industry 4.0 in process and product innovation for managing consumer health, analyzing a case study of a leading multinational company in the eyewear and ophthalmic lenses sector. The research has been developed with a qualitative approach. The study is a conceptual development and it uses an exploratory interview to create a single case study. The case study was developed with the realization by the researcher of a semi-structured interview. The selected interlocutor was the Innovation Manager of Alpha Optics. It has been decided to focus the attention on this figure, as it was responsible for the realization and introduction into the company of Industry 4.0 enabling technologies for developing health innovations. From this case study it was possible to observe how the connection with the trends that influence the demand for eyeglasses is a driving factor for product innovation. Products increasingly adapted to the needs of young people and the use of digital devices seem to be the ones on which the greatest number of innovations are concentrated.

Evaluation of machine tool substitute under data-driven quality management system: a hybrid decision-making approach

Purpose

Today, industrial revolutions demands advanced technologies, means, mediums, tactics and so forth for optimizing their operating behavior and opportunities. It is probed that the effectual results can be seized into system by not only developing advance means and technologies, but also capably adapting these developed technologies, their user interface and their utilization at optimum levels. Today, industrial resources need perfect synchronization and optimization for getting elevated results. Accordingly, present study is furnished with the purpose to expose quality-driven insights to march toward excellence by optimizing existing resources by the industrial organizations. The present study evaluates quality attributes of mechanical machineries for seizing performance opportunities and maintaining competitiveness via synchronizing and reconfiguring firm's resources under quality management system.

Design/methodology/approach

In the present study, Kano’s integrated approach is implemented for supporting decision rational concerning industrial assets. The integrative Kano–analytic hierarchy process (AHP) approach is used to reflect the relative importance of quality attributes. Kano and AHP tactics are integrated to define global relative weight and their computational medium is adapted along with ratio analysis, reference point theory and TOPSIS technique for understanding robust decision. The study described an interesting idea for underpinning quality attributes for benchmarking system substitutes. A machine tool selection case is discussed to disclose the significant aspect of decision-making and its virtual qualities.

Findings

The decision executives can realize massive benefits by streaming quality data, advanced information, technological advancements, optimum analysis and by identifying quality measures and disruptions for gaining performance deeds. The study determined quality measures for benchmarking machine tool substitute for industrial applications. Momentous machine alternatives are evaluated by means of technical structure, dominance theory and comparative analysis for supporting decision-making of industrial assets based on optimization and synchronization.

Research limitations/implications

The study linked financial, managerial and production resources under sole platform to present a technical structure that may assist in improving the performance of the manufacturing firms. The study provides a decision support mechanism to assist in reviewing the momentous resources to imitate a higher level of productive strength toward the manufacturing firms. The study endeavors its importance toward optimizing resources, which is an evident requirement in industries as the same not only saves money, escalates production, improves profit margins and so forth, but also gratifies the consumption of scarce natural resources.

Originality/value

The study stressed that advance information can be sought from system characteristics in the form of quality measures and attributes, which can be molded for gaining elevated outcomes from existing system characteristics. The same demands decision supports tools and frameworks to utilize data-driven information for benchmarking operations and supply chain activities. The study portrayed an approach for ease of utilizing data-driven information by the decision-makers for demonstrating superior outcomes. The study originally conceptualized multi-attributes appraisement framework associated with subjective cum objective quality measures to evaluate the most significant machine tool choice amongst preferred alternatives.

A Rapid Improvement Process through “Quick-Win” Lean Tools: A Case Study

The main purpose of this paper was to introduce procedural changes based on a type of human resources management tool using Lean Leadership (LL). We sought to determine which Lean Tools (LTs) are able to promote a rapid impact on a company; namely, we aimed to determine which LTs are able to facilitate fast and positive results for companies after their implementation, thus allowing for quick wins. This study was conducted at a medium-sized Portuguese company in the metalworking sector. Results were assessed from two surveys (involving 17 people) regarding perceptions of employee awareness in the machining area for Quality, Maintenance/Equipment, Process/Products, Leadership/Management by Objectives, and Trust and Training. The surveys were conducted at the beginning of the study and at the end of a quarterly period. LTs were used over a period of three months, thus enabling changes to the company’s manufacturing processes which could lead to improved organization, orientation, consistency and viability. Three months were considered an adequate time period to measure whether the tools were effective in the production of quick wins or not. LL allowed for greater awareness of the importance of LTs, the most important feature of which is the aggregation of all of the employees’ energies, which culminates in better operational efficiency and an increase in the employees’ overall positive perceptions of their company’s principles and mindset. The introduction of LL, as well as the implementation of 10 LTs, which are considered to be Quick-Win Tools, enabled employees to improve their perceptions of their company by 6.1%. Lean tools can be implemented quickly and are easily understood by their intended users. These benefits provide additional motivation for their use and for the achievement of highly satisfactory operating results across production areas. This study aims to identify which lean tools allow companies to obtain benefits/gains quickly. This outcome is the main contribution of this study to the scientific community and to companies. A Quick Win means a rapid improvement in a short period of time. As such, lean tools that provide Quick Wins also contribute to economic development. Due to the restricted time period imposed by the main purpose of this study, statistical analysis of the results was unfeasible.

Digital supplier selection reinforcing supply chain quality management systems to enhance firm's performance

Purpose

The geographical scattering of physical facilities in conventional supply chains enforces firms to shift toward digital supply chains (DSCs). While switching to DSCs, the decision-making becomes more complex with an upsurge in the size of the manufacturing firms. The manufacturing firms need to develop supply chain quality management (SCQM) systems to improvise their processes for delivering advance products and services. For developing SCQM, the role of the digital supplier is significant, as they may recuperate the quality management systems (QMS) for enhancing the firm's performance. The purpose of this paper is to explore the factors that affect the selection of digital suppliers. The other purpose is to evaluate the alternatives for identifying the best supplier that enhances the QMS for DSCs.

Design/methodology/approach

The decision-making is complex for digital supplier selection (DSS) and thus, the study has utilized integrated SWARA-WASPAS methods for their critical evaluation. The stepwise weight assessment ratio analysis (SWARA) method has been utilized for identifying the weightage of factors and weighted aggregated sum product assessment (WASPAS) for assessing the digital suppliers to explore the best alternative. The integrated SWARA-WASPAS method is the most advance approach in multi-criteria decision-making (MCDM) for the evaluation of the factors.

Findings

The study reveals that supplier competency is the most significant factor in selecting digital supplier in DSC that may improve the product and service quality. The study also explores that manufacturing firms needs an efficient system for developing value for the internal and external partners that help them to cope up with the dynamic world. On the basis of the WASPAS results, supplier S8 has been ranked as the best supplier who has highest competency in the form of responsiveness, resilience, sustainable practices and digital innovation.

Research limitations/implications

The factors are assessed on the decision team of experts that may be biased and thus, the research may further be validated through empirical studies. The research has to be extended in other nations for exploring how organizations and customers are responding to the DSCs.

Practical implications

The study has given insights to the manufacturing firms to consider the crucial factors for DSS, as it affects the overall performance of the organizations. The decision makers of manufacturing organizations should consider the factors such as supplier competency, digital innovation and information sharing for value creation that may provide them better opportunities for developing their DSCs along with their digital suppliers to connect with stakeholders appropriately.

Social implications

The improved SCQM aligned with DSS will offer quality products that are sustainable and provide social and economic benefits to the society. The DSS will be able to provide improvisation of the existing products and services for developing a sustainable value chains for the manufacturing organizations. This process will bring more transparency, viability and sustainability in the product and services. As a result, the DSC partners will be more transparent, viable and resilient.

Originality/value

The research on DSS and its importance in enhancing QMS is limited. This research is the novel approach to understand the criteria behind the selection of the digital suppliers’ role and their presence in enhancing the quality of products and services.

Innovative Methods for Small Mixed Batches Production System Improvement: The Case of a Bakery Machine Manufacturer

One of the common problems of organizations with turn-key projects is the high scrap rate. There exist such traditional methods as Lean Six Sigma (LSS) and DMAIC tools that analyze causes and suggest solutions. New emerging intelligent technologies should influence these methods and tools as they affect many areas of our life. The purpose of this paper is to present the innovative Small Mixed Batches (SMB). The standard set of LSS tools is extended by intelligent technologies such as artificial neural networks (ANN) and machine learning. The proposed method uses the data-driven quality strategy to improve the turning process at the bakery machine manufacturer. The case study shows the step-by-step DMAIC procedure of critical to quality (CTQ) characteristics improvement. Findings from the data analysis lead to a change of measurement instrument, training of operators, and lathe machine set-up correction. However, the scrap rate did not decrease significantly. Therefore the advanced mathematical model based on ANN was built. This model predicts the CTQ characteristics from the inspection certificate of the input material. The prediction model is a part of a newly designed process control scheme using machine learning algorithms to reduce the variability even for input material with different properties from new suppliers. Further research will be focused on the validation of the proposed control scheme, and acquired experiences will be used to support business sustainability.

Logistics reorganization and management of the ambulatory pharmacy of a local health unit in Portugal

The Hospital Pharmacy of a Local Health Unit (LHU) in greater Oporto plays a major role in the community. In addition to providing medicines to the entire Internal Unit, it has created a service called "Hospital Ambulatory Pharmacy", which allows continued hospital treatments at home, in a more comfortable and familiar environment. This is mostly due uderfunding which has hindered recruitment of health professionals as well a growing concern for the comfort of patients as they convalesce. The Hospital Ambulatory Pharmacy's main problems are both recurring stock-outs and over-stocks; the fact that medicines's delivery routes are not completed, and that medical staff lacks awareness of the techniques to overcome the logistic issues involved. As a methodology, a context analysis was carried out, KPI's were created to quantify the problems and raise health professionals' awareness of what was happening. Solutions for storage were analysed and visits were made to a central hospital to analyse the solutions adopted to solve the same problems. The most appropriate inventory management policies were considered for the organization of existing and further resources. We chose to create an Advanced Warehouse with Level Replenishment. The levels were defined considering the demand of each medicine and divided into three different classes to use the best strategy for each type of demand. Then, and with the help of the LHU IT team, the inventory management module of the information system was parameterized, so stock replenishment could be done electronically. All these changes resulted in a 30 % reduction in stock-out. At the beginning of the study, stock-outs would reach peaks of 6 %. These were reduced to 4.5 % at a point at which professionals were already more aware of the logistic problem, and finally to 1.5 %, in the final phase, at a time when the proposal had already been implemented. Over-stock was reduced by 66 %. Delivery routes were stipulated, and compliance was verified. A novel service developed to increase the well-being of patients monitored at home which it is intended to improve the service provided to the users and at the same time reduce operational costs. As a contribution to the knowledge, in addition to the case study presented to be a novelty in terms of scientific articles published because it is a service implemented in the distribution of medications to patients at home, mostly with oncologic diseases. Several methods from Lean Thinking were used, such as, Kanban System and Advanced Warehouse for inventory management levelling and optimization techniques, as well as, operational KPIs, with the purpose to reach out the improvement of program planning and evaluation. This approach resulted in some improvements, namely, the increase of the quality of the healthcare services for the population. And, in terms to reduce stock and excess stock-outs, to reduce inventory costs, setting the delivery routes, raising the entire medical team's awareness of the problem and committing to optimization a reality.