International Journal of Quality & Reliability Management: Volume 21 Issue 5

The treatment of quality in US production and operations management textbooks: A reassessment and extension ten years after

Arthur L. Rutledge, Kenneth R. Tillery, Bryan Kethley, Kiran J. Desai

In the decade since Tillery, Rutledge and Inman reviewed the treatment of quality management in leading US production and operations management (P/OM) textbooks, attention to…

Impact of ISO 9000 certification on training and development activities: An exploratory study

Hesan A. Quazi, Ronald L. Jacobs

The push for ISO 9000 certification in Singapore can be viewed as a positive step towards enhancing training and development activities in the certified companies. This…

Managing the transition phases in the TQM journey: a system dynamics approach

V.K. Khanna, Prem Vrat, Ravi Shankar, B.S. Sahay

For the survival and growth of an organization, it is important to understand the transition phases of different market scenarios. During the transition from one market scenario…

Modeling repurchase frequency and customer satisfaction for fast food outlets

Agnes K.Y. Law, Y.V. Hui, Xiande Zhao

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and…

The relative efficiency of quality management practices: A comparison study on American‐, Japanese‐, and Taiwanese‐owned firms in Taiwan

Chinho Lin, Christian N. Madu, Chu‐Hua Kuei, Min H. Lu

The aim of this study is to compare the relative efficiency of quality management practices among American, Japanese, and Taiwanese firms located in Taiwan. Data envelope analysis…

Measuring reliability of service systems using failure rates: variations and extensions

Gamini Gunawardane

In a recent article in this journal, Gunes and Deveci proposed the use of failure rate analysis, a technique commonly used to determine reliability rates of products, systems and…

Statistical Methods for Six Sigma in R&D and Manufacturing

Chu‐Hua Kuei