Ziad Alkalha, Benjamin Dehe, Iain Reid and Zu’bi M.F. Al-Zu’bi
The study aims to investigate the mediating impact of supplier quality integration on the operational performance of the pharmaceutical supply chain (PSCs) by comparing mature and…
Abstract
Purpose
The study aims to investigate the mediating impact of supplier quality integration on the operational performance of the pharmaceutical supply chain (PSCs) by comparing mature and evolving PSCs.
Design/methodology/approach
The study adopted a quantitative method where data were gathered through a survey instrument to identify the differentiators of dynamic capabilities and establish the extent of quality integration in PSCs. Thus, 310 questionnaires were collected from mature and evolving PSCs, where the PROCESS technique was used to analyse the data.
Findings
The results demonstrate the significant paths that enable companies to create, extend and modify the resources to develop their dynamic capabilities. The results reveal significant differences in internal and supplier quality implementation and their impact on operational performance between mature and evolving PSCs.
Originality/value
To the best of our knowledge, this is the first study to examine dynamic capabilities aspects of the pharmaceutical supply chain quality integration in mature and evolving PSCs, which extends the body of knowledge and makes a practical contribution.
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Ziad Alkalha, Iain Reid and Benjamin Dehe
There is a consensus suggesting that the theoretical underpinning associated with supply chain quality management practices remain evolutionary to current thinking. Therefore…
Abstract
Purpose
There is a consensus suggesting that the theoretical underpinning associated with supply chain quality management practices remain evolutionary to current thinking. Therefore, this study aims to explore how absorptive capacity (AC) supports supply chain quality integration (SCQI) by building product and process quality within a supply chain (SC).
Design/methodology/approach
A comparative case study of global pharmaceutical manufacturers in a developing market was undertaken. A two-round qualitative research method was designed to collect data through 54 semi-structured interviews with pharmaceutical managers and senior managers.
Findings
The results demonstrate that AC is essential to the development of SCQI because of its ability to use valuable strategic and operational knowledge, which is important when improving consistent internal product and process quality, along with establishing a robust SC design. The authors found that AC enables companies to design their quality and continuously improve their products and processes among their SC members.
Research limitations/implications
The authors acknowledge that these sets of findings are difficult to generalise to other sectors, however, the authors are confident that they can be extrapolated to other companies in the pharmaceutical industry.
Practical implications
The study develops a framework to support practitioners and decision makers to leverage their AC towards facilitating their SCQI practices.
Originality/value
This study explains the role of the AC process in relation to SCQI practices, in the context of the pharmaceutical SC. The study profiles the characteristics of dynamic capabilities to increase the companies’ competencies, processes and resources.
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David Bamford, Paul Forrester, Benjamin Dehe and Rebecca Georgina Leese
The purpose of this paper is to explore the implementation of lean within two contrasting UK-based organizations; a food manufacturer and a healthcare organization. The different…
Abstract
Purpose
The purpose of this paper is to explore the implementation of lean within two contrasting UK-based organizations; a food manufacturer and a healthcare organization. The different contexts provide insight to the strategic desire for efficiency gains and tactical issues and challenges of lean execution and implementation.
Design/methodology/approach
The research questions developed from the review of the literature were tested using evidence from field-based, action research within a food manufacturer and a National Health Service organization. The reported contrasting case studies contribute to the longer term debate on the adoption and adaptation of lean-based “best practice” within organizations.
Findings
There are three primary findings: first, that the adoption of lean provides a strategic benefit, as well as providing a basis for a strategy of operational change; second, that partial, as opposed to full, adoption of lean occurs due to external organizational constraints, such as demand patterns, supplier unreliability, little expertise in deploying change programmes, etc.; and third, that a company will balance the adoption of the lean ideology against the financial costs and operational risks incurred in full adoption.
Practical implications
The conclusions drawn add substantially to the ongoing commentaries on aspects of lean, and develop interesting questions for future research regards the developed “Cycles of Lean Implementation” concept.
Originality/value
The conclusion proposes that partial implementation of the lean philosophy does not necessarily represent a conscious organizational choice, or any lack of conviction, but is representative of external constraints on the organization. This complements previous commentaries on appropriate strategies and develops interesting questions for future research into operational efficiency.
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David Bamford and Benjamin Dehe
The purpose of this paper is to report on aspects of service quality at the London 2012 Paralympic Games, from a rather unusual perspective, the athletes. To date there has been…
Abstract
Purpose
The purpose of this paper is to report on aspects of service quality at the London 2012 Paralympic Games, from a rather unusual perspective, the athletes. To date there has been little evidence captured about athlete’s satisfaction at sporting events, and specifically about their perceptions of the service quality provided.
Design/methodology/approach
Unique “full” access to the London 2012 Paralympics allowed to the collection of data directly from the athletes. The study reports the questionnaire findings from a sample of 250 respondents.
Findings
From this study an operational assessment and performance framework has been generated composed of ten criteria and 73 items or sub-criteria, which can be used as a benchmarking tool to plane, design and compare future sport mega-event. Moreover, the study evidence based the high quality of the 2012 Paralympics Games, as he athletes rated, on a five point Likert scale, 64 items in the “very satisfied” category, a very positive set of feedback for the Games organisers.
Research limitations/implications
The methodology applied was appropriate, generating data to facilitate discussion and draw specific conclusions from. A perceived limitation is the single case approach; however, this can be enough to add to the body of knowledge where very little evidence has been captured so far and where the objectives were to explore the Paralympics games service quality and performance.
Practical implications
This research provides a tangible evidence base to support future sport event decision makers, planners and designers in this highly complex “arena”. In any system there are always areas for improvement, these are highlighted within the paper for further investigation.
Originality/value
This is the first paper to identify and synthesize aspects of sport mega event service quality from the athletes viewpoint and informs how well designed, organised and managed the London 2012 Games were from a primary user perspective. The paper makes a defined contribution by developing evidence based recommendations for this important yet under researched area.
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Siu Yee Cheng, David Bamford, Marina Papalexi and Benjamin Dehe
Healthcare organisations face significant productivity pressures and are undergoing major service transformation. The purpose of this paper is to disseminate findings from a Lean…
Abstract
Purpose
Healthcare organisations face significant productivity pressures and are undergoing major service transformation. The purpose of this paper is to disseminate findings from a Lean healthcare project using a National Health Service Single Point of Access environment as the case study. It demonstrates the relevance and extent that Lean can be applied to this type of healthcare service setting.
Design/methodology/approach
Action research was applied and Lean tools used to establish current state processes, identify wastes and develop service improvement opportunities based upon defined customer values.
Findings
The quality of referral information was found to be the root cause of a number of process wastes and causes of failure for the service. Recognising the relationship and the nature of interaction with the service’s customer/supplier lead to more effective and sustainable service improvement opportunities and the co-creation of value. It was also recognised that not all the Lean principles could be applied to this type of healthcare setting.
Practical implications
The study is useful to organisations using Lean to undertake service improvement activities. The paper outlines how extending the value stream beyond the organisation to include suppliers can lead to improved co-production and generation of service value.
Originality/value
The study contributes to service productivity research by demonstrating the relevance and limitations of Lean application in a new healthcare service setting. The case study demonstrates the practical challenges of implementing Lean in reciprocal service design models and adds validity to existing contextual models.
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Shulian Zhang, David Bamford, Claire Moxham and Benjamin Dehe
The purpose of this paper is to examine an organisation‐wide restructuring exercise by investigating the effectiveness of strategy development and deployment processes in a…
Abstract
Purpose
The purpose of this paper is to examine an organisation‐wide restructuring exercise by investigating the effectiveness of strategy development and deployment processes in a National Health Service (NHS) Community Health Services (CHS) organisation.
Design/methodology/approach
The authors used an embedded single‐case study approach to gather and analyse rich data in order to understand how an organisation can develop and deploy its strategy, and to appreciate the key tools, techniques and issues related to this process. A range of data collection methods, including archival records, interviews, observations and questionnaires, was employed to permit triangulation of the results.
Findings
The research led to an understanding of how the Balanced Scorecard (BSC) and the Closed‐Loop Management System (CLMS) can be adapted to support the local CHS. In total, 17 key areas for success are presented and used to assess the current capability within the case study organisation.
Research limitations/implications
The authors’ investigation examined the potential for improved strategic development and deployment through the adaptation of the BSC and a CLMS within a NHS CHS organisation.
Practical implications
A six‐step conceptual model is presented which can be used to guide organisations. The model permits the assessment of capability in order to highlight current strengths and weaknesses.
Originality/value
As a suitably skilled workforce is required for the successful implementation of any management system, the research expanded the scope of the study by including an assessment of the organisation's readiness for adapting formal strategy deployment systems.
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Eugénia de Matos Pedro, Helena Alves and João Leitão
The purpose of this paper is to identify the effects of students’ satisfaction with services on quality of academic life (QAL), formed by cognitive and affective components; and…
Abstract
Purpose
The purpose of this paper is to identify the effects of students’ satisfaction with services on quality of academic life (QAL), formed by cognitive and affective components; and to assess the mediating effect of QOL components (cognitive and affective) on students’ loyalty and recommendation.
Design/methodology/approach
Based on 726 respondent students from public higher education institutions (HEIs) in Portugal, this paper uses a partial least squares approach to analyze the impact of satisfaction on emotions and students’ QAL and to assess whether emotions influence recommendation and loyalty.
Findings
The results reveal that satisfaction influences both cognitive and affective components of QAL. The cognitive component has a positive and significant influence on recommendation and loyalty whilst the affective component has no significant effect.
Practical implications
The results obtained here provide implications for future action to be taken by HEI managers, in order to increase efficiency in the allocation and management of scarce resources. Therefore, when incorporating these results in decision-making processes, attention should be paid to the importance of the influence of satisfaction on QAL’s cognitive and affective components, stressing the importance of the cognitive components associated with learning experiences that play an important role in students’ future decisions in terms of loyalty and recommendation, which, in turn, are pillars of HEI sustainability.
Originality/value
The present study contributes to the literature on HEI management by assessing the influence of satisfaction on two components of QAL separately: cognitive components and affective components. In addition, the causality relationships are analyzed, assessing the emotional nexus, in order to deepen knowledge about the role played by both affective and cognitive components in students’ loyalty and recommendation, which need to be addressed and studied by carrying out new research.
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Claus Nottbrock, Amy Van Looy and Steven De Haes
Organizations invest in novel digital innovations to improve their business processes. These innovations, including Industry 4.0 technologies, enable full organizational…
Abstract
Purpose
Organizations invest in novel digital innovations to improve their business processes. These innovations, including Industry 4.0 technologies, enable full organizational integration with business process management (BPM), thereby requiring interorganizational relationship (IOR) capabilities. Many organizations lack knowledge about areas of interorganizational (IO) capability for integrating digital innovations into their value chains. They therefore have difficulty understanding that, as a socio-technical concept, digitalization surpasses the intraorganizational level and requires tools to develop mandatory IOR capabilities. The authors’ systematic literature review (SLR) explores these capabilities within the discipline of BPM. The purpose of this paper is to address this issue.
Design/methodology/approach
This SLR follows the standard methodology for structuring a broad research field. The authors assessed capabilities relevant to manufacturing organizations from 58 academic articles published between 2011 and 2021.
Findings
Building on existing firm-centric capability frameworks, the authors developed individual capabilities into a novel framework of digital interorganizational value chain (DIOVC). The authors’ conceptual model provides a basis for researchers and practitioners to consider capabilities and the theoretical spectrum of IO value chains.
Research limitations/implications
Future studies should validate these DIOVC capabilities as input for an updated model of BPM maturity aimed at improving business process performance through digital innovations.
Practical implications
This study provides organizations with IOR knowledge, supports decision makers in governing digital innovations and develops IO capabilities to improve their value chain performance.
Originality/value
The authors’ DIOVC capability framework is robust, with constructs and dimensions grounded in the literature, demonstrating theoretical and practical relevance.