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Article
Publication date: 10 November 2020

Azmat Ullah, Muhammad Ayat, Hakeem Ur Rehman and Lochan Kumar Batala

The purpose of this paper is to develop a model that determines whether how much effort of preventive maintenance action is worthwhile for the consumer over the post-sale product…

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Abstract

Purpose

The purpose of this paper is to develop a model that determines whether how much effort of preventive maintenance action is worthwhile for the consumer over the post-sale product life cycle of a repairable complex product where the product is under warranty and subject to stochastic multimode failure process, that is, damaging failure and light failure with different probabilities.

Design/methodology/approach

The expected life cycle cost is designed for a warranted product from the consumer perspective. The product failure is quantified with failure rate function, which is the number of failures incurred over the product life cycle. The authors consider the failure rate function reduction method in their model where the scale parameter of a failure rate function is maximized by applying the optimal preventive maintenance level. The scale parameter of any failure distribution refers to the meantime to failure (MTTF). The first-order condition is applied with respect to the maintenance level in order to achieve the convexity of the nonlinear function of the expected life cycle cost function.

Findings

The authors have found analytically the close form of the preventive maintenance level, which can be used to find the optimal reduced form of the failure rate function of the product and the minimum product expected life cycle cost under the given condition of multimode stochastic failure process. The authors have suggested different maintenance policies to consumers in order to implement the proposed preventive maintenance model under different conditions. A numerical example further illustrated the analytical model by considering the Weibull distribution.

Practical implications

The consumer may use this study in the accurate modeling of the life cycle cost of a product that is under warranty and fails with a multimode failure process. Also, the suggested preventive maintenance approach of this study helps the consumer in making appropriate maintenance decisions such as to minimize the expected life cycle cost of a product.

Originality/value

This study proposes an accurate estimation of a life cycle cost for a product that is under the support of warranty and fails with multimode. Furthermore, for such a kind of product, which is under warranty and fails with multimode, this study suggests a new preventive maintenance approach that assures the minimum expected life cycle cost.

Details

International Journal of Quality & Reliability Management, vol. 38 no. 5
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 20 December 2022

Sumreen Zia, Raza Rafique, Hakeem-Ur- Rehman and Muhammad Adnan Zahid Chudhery

There is a growing trend in online shopping in developing and underdeveloped economies. Measuring web retail service quality is vital to enhance and retain online customers for…

960

Abstract

Purpose

There is a growing trend in online shopping in developing and underdeveloped economies. Measuring web retail service quality is vital to enhance and retain online customers for higher profits. As a result, it is essential to understand e-service quality and its relationship with other e-commerce-related variables identified as customer satisfaction, word-of-mouth (WOM), loyalty and repurchase intention. The main objective of this research is to validate the psychometric properties of E-TailQ and ES-Qual scales to measure e-service quality in the context of an emerging economy.

Design/methodology/approach

The study was administered by surveying online customers through a convenience sampling approach. The sample data consisted of 329 valid responses. The data were analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM).

Findings

The results suggest that both the scales are valid, reliable and adequate and confirm the psychometric properties of E-TailQ and ES-Qual scales in an emerging economy context. There is a positive and significant relationship between latent variables (E-TailQ and ES-Qual) and customer outcome variables like satisfaction, loyalty, WOM and repurchase intention. Additionally, the coefficients of the E-TailQ scale have higher values than ES-Qual scales in all dimensions. The perceived quality proved to be a precedent of satisfaction to a lesser extent than other scales' constructs, and it proved to be a superior predictor of WOM for the E-TailQ scale and loyalty for the ES-Qual scale. Overall, when measured by the ES-Qual scale, perceived quality could explain much of the sample's satisfaction, loyalty and repurchase intention compared to E-TailQ.

Research limitations/implications

One of the significant limitations of this study is related to the data collection, as individual responses were collected at one particular point in time. Thus, it is impossible to verify the development of perceived service quality outcomes over a specific time. Another possible limitation is the selection of only two widely used scales, although other options are available in the literature. Finally, developing a new scale to address future challenges might be another alternative.

Practical implications

The results obtained in the study will help managers assess customer satisfaction, the reputation of the business through WOM, and customer intentions for the repurchase that will lead to loyalty by emphasizing e-service quality. It will enable them to design strategies for improving business performance. The developed instrument will assist in identifying the gaps and describing how service quality can achieve higher levels of customer satisfaction.

Originality/value

Several studies in the literature have used E-TailQ and ES-Qual scales to measure e-service quality in developed countries. Only a few studies addressed the validity of these widely used competing scales in an emerging economy like Pakistan. This study addresses the literature gap by addressing the reliability and validity of these scales and assesses the impact of e-commerce-related variables. Besides, the study reveals insights into the literature by addressing multiple dimensions of e-service quality and summarizes a deep understanding of each scale item that affects the perceived quality in a developing economy like Pakistan.

Details

The TQM Journal, vol. 35 no. 8
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 10 September 2021

Umair Manzoor, Sajjad Ahmad Baig, Muhammad Hashim, Abdul Sami, Hakeem-Ur Rehman and Ifrah Sajjad

In today's global economy, developing supply chain agility (SCA) and lean practices (LP) as resource-based view and dynamic capabilities are essential for firms to sustain their…

2166

Abstract

Purpose

In today's global economy, developing supply chain agility (SCA) and lean practices (LP) as resource-based view and dynamic capabilities are essential for firms to sustain their competitive advantage (CA) and enhance their operational performance (OP). The purpose of this paper is to develop and empirically test a framework to investigate how CA is achieved through SCA and LP and how these, in turn, can enhance a firm's OP.

Design/methodology/approach

For data collection, the authors adopted the survey method using self-administered questionnaires. Two-source survey data were collected in two rounds (separated by a two-month lag time) from supply chain managers, operational managers and general managers. The purpose of collecting data in two rounds was to reduce common-method bias. Likert scale (1–5) was used in the questionnaire. Smart PLS 3 and SPSS 23 were used for the data analysis purpose.

Findings

SCA was found to directly and positively affect OP. LP also positively affected OP. In addition, CA fully mediated the relationship between SCA, LP and OP.

Practical implications

This study encourages the managers of manufacturing firms to adapt LP and their supply chains (SCs) to become agile and leverage the advantages of their implementation to improve their OP and succeed in the market.

Originality/value

This study is one of the first to investigate the effect of SCA and LP on OP. Furthermore, the first study examines CA's mediating impact on the relationship between SCA, LP and OP.

Details

The TQM Journal, vol. 34 no. 5
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 23 November 2012

Hakeem Ur Rehman, Muhammad Asif, Muhammad Aamir Saeed, Muhammad Asim Akbar and Muhammad Usman Awan

The aim of this case study‐based paper is to study the application of Six Sigma, a breakthrough improvement strategy in the field of cell site construction of a telecom company.

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Abstract

Purpose

The aim of this case study‐based paper is to study the application of Six Sigma, a breakthrough improvement strategy in the field of cell site construction of a telecom company.

Design/methodology/approach

This research provides action research of a Six Sigma project using DMAIC methodology carried out in cell site construction function of a telecom company. The research illustrates how the various Six Sigma tools and techniques were applied in a mutually inclusive manner in one project. The infrastructure department of the company had constructed 900 cell sites last year, out of which 150 were not according to standards and were either disapproved by the operations department or underwent maintenance soon after their use. In 2010, the company spent US$ 0.5 million on rework and maintenance at these sites, thus highlighting the urgency of the problem.

Findings

The paper shows how, after the implementation of the Six Sigma project, the company made savings worth US$ 0.45 million.

Originality/value

Six Sigma as a means of waste reduction has gained popularity among researchers and practitioners. The literature on the methodology of Six Sigma and the management approach towards Six Sigma is burgeoning. While various Six Sigma tools and techniques and their application are discussed in literature independent of each other, the need has arisen to observe their systematic application as they apply in a project; every company can use this breakthrough improvement strategy to improve its processes by reducing waste and deriving the financial benefits.

Details

Asian Journal on Quality, vol. 13 no. 3
Type: Research Article
ISSN: 1598-2688

Keywords

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