International Journal of Quality & Reliability Management: Volume 20 Issue 4

Managing service quality: applying utility theory in the prioritization of service attributes

Y.N. Li, K.C. Tan, M. Xie

The ability of a company to achieve excellence in service quality depends on the determination of service attributes and their desired levels. It depends also on the…

The strategic “pull” and operational “push” of total quality management in UK regional electricity service companies

Rodney McAdam, John McLean, Joan Henderson

The aim of this paper is to evaluate whether the UK regional electricity companies (RECs) has used total quality management (TQM) as a “push” or as a “pull” change methodology…

Measuring perceived service quality at UAE commercial banks

Naceur Jabnoun, Hussein A. Hassan Al‐Tamimi

Service quality is becoming more critical for banks to maintain their market shares. This paper develops a modified SERVQUAL for measuring service quality in the United Arab…

Exploring the impact of culture on quality management

Stefan Lagrosen

On the more fundamental level total quality management (TQM) is based on a number of core values. Implementing these values requires a cultural transformation of the company. The…

An application of Gumbel's bivariate exponential distribution in estimation of warranty cost of motor cycles

Surajit Pal, G.S.R. Murthy

In this article we present an application of Gumbel's bivariate exponential distribution model in the context of estimating warranty costs of motor cycles under a new warranty…

Fuzzy criticality assessment model for failure modes and effects analysis

Marcello Braglia, Marco Frosolini, Roberto Montanari

This paper presents a tool for reliability and failure mode analysis based on an advanced version of the popular failure mode, effects and criticality analysis (FMECA) procedure…