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Article
Publication date: 20 June 2023

Leander Luiz Klein, Fernando Naranjo, Jacqueline Ann Douglas, Patricia Inês Schwantz and Gabriel Adolfo Garcia

The purpose of this article was to evaluate the causal influence of Lean management practices on knowledge waste within the context of higher education institutions (HEIs). The…

407

Abstract

Purpose

The purpose of this article was to evaluate the causal influence of Lean management practices on knowledge waste within the context of higher education institutions (HEIs). The peculiarities of knowledge impress upon organizations the need to think about reducing knowledge waste as a crucial practice. The Lean philosophy and practices therefore stand out as an appropriate management perspective, particularly given Lean's focus on waste elimination. However, little is known about the influence of Lean practices on reducing knowledge waste.

Design/methodology/approach

A quantitative research instrument was distributed to professors and technical and administrative staff across three types of HEI in the State of Rio Grande do Sul, Brazil. The validated and pretested survey was circulated to the target population via an online method to explore eight constructs and 38 items concerning Lean and knowledge and waste.

Findings

The results of the survey indicated that all hypotheses were supported. The sum total of 837 responses showed that the Lean relationships (internal organizational paths) were more obvious where leadership support proved to have a positive effect on continuous improvement, training, and customer involvement. Moreover, the significant and negative effects of the Lean practices studied on knowledge waste was also supported, including for example, the interaction between HEIs and its client base.

Originality/value

HEIs are knowledge generators. Therefore, the necessity of avoiding and reducing knowledge waste is even greater. This study also differentiates itself from the “traditional” knowledge loss studies by investigating knowledge while the employees are still part of an organization and not after they have left taking the knowledge away with them.

Details

Business Process Management Journal, vol. 29 no. 5
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 8 March 2021

Willem Salentijn, Jiju Antony and Jacqueline Douglas

COVID-19 has changed life as we know. Data are scarce and necessary for making decisions on fighting COVID-19. The purpose of this paper is to apply Six Sigma techniques on the…

639

Abstract

Purpose

COVID-19 has changed life as we know. Data are scarce and necessary for making decisions on fighting COVID-19. The purpose of this paper is to apply Six Sigma techniques on the current COVID-19 pandemic to distinguish between special cause and common cause variation. In the DMAIC structure, different approaches applied in three countries are compared.

Design/methodology/approach

For three countries the mortality is compared to the population to distinguish between special cause variation and common cause variation. This variation and the patterns in it are assessed to the countries' different approaches to COVID-19.

Findings

In the DMAIC problem-solving approach, patterns in the data are distinguished. The special cause variation is assessed to the special causes and approaches. The moment on which measures were taken has been essential, as well as policies on testing and distancing.

Research limitations/implications

Cross-national data comparisons are a challenge as countries have different moments on which they register data on their population. Furthermore, different intervals are taken, varying from registering weekly to registering yearly. For the research, three countries with similar data registration and different approaches in fighting COVID-19 were taken.

Originality/value

This is the first study with Master Black Belts from different countries on the application of Six Sigma techniques and the DMAIC from the viewpoint of special cause variation on COVID-19.

Details

The TQM Journal, vol. 33 no. 8
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 17 March 2020

Michael Sony, Jiju Antony and Jacqueline Ann Douglas

Quality 4.0 is concerned with managing quality in the Industry 4.0 era. Specifically, its focus is on which digital tools are used to enhance an organization’s ability to reliably…

3936

Abstract

Purpose

Quality 4.0 is concerned with managing quality in the Industry 4.0 era. Specifically, its focus is on which digital tools are used to enhance an organization’s ability to reliably give customers high-quality products. The purpose of this paper is to investigate the key ingredients for the effective implementation of Quality 4.0.

Design/methodology/approach

A narrative literature review was conducted on the extant works to collate and analyse previous studies in this relatively new field.

Findings

The study revealed eight key ingredients for the effective implementation of Quality 4.0 in organizations, namely: (1) handling big data, (2) improving prescriptive analytics, (3) using Quality 4.0 for effective vertical, horizontal and end-to-end integration, (4) using Quality 4.0 for strategic advantage, (5) leadership in Quality 4.0, (6) training in Quality 4.0, (7) organizational culture for Quality 4.0 and, lastly, (8) top management support for Quality 4.0. These findings have provided a steer for the future research agenda of Quality 4.0.

Practical implications

Organizations can use the eight ingredients to perform a self-assessment on the current state of each element within their own organization. When implementing Quality 4.0, each ingredient should be effectively analysed, and measures taken so that the implementation of Quality 4.0 is effective.

Originality/value

The paper makes the first attempt to present the key ingredients an organization should possess to effectively implement Quality 4.0.

Details

The TQM Journal, vol. 32 no. 4
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 14 May 2020

Verónica Flor Vallejo, Jiju Antony, Jacqueline Ann Douglas, Paul Alexander and Michael Sony

Lean Six Sigma (LSS) is a continuous improvement methodology that has been adopted by several companies as a strategy to increase their competitive advantage. However, due to the…

1192

Abstract

Purpose

Lean Six Sigma (LSS) is a continuous improvement methodology that has been adopted by several companies as a strategy to increase their competitive advantage. However, due to the misuse of LSS theory in practice, a high rate of implementation failure results. There is a need for a structured and standardised framework to describe how the LSS initiative should be implemented and sustained over time. As a result, this study aims to develop a practical, user-friendly and accurate LSS road map for a Scottish manufacturing small and medium enterprise.

Design/methodology/approach

The approach was to analyse existing literature on lean and Six Sigma that included road maps and critical success factors (CSFs) in order to design an in-company, quantitative survey instrument. The aim of the survey was to evaluate employees' perceptions on the importance of LSS CSFs for the successful implementation and sustainability of a continuous improvement initiative. Based on the literature and results from the data collected, an LSS reference guide - in the form of a road map - was designed to support LSS implementation and sustainability.

Findings

A customised LSS reference guide in a road map format for the Scottish SME was proposed. This road map was developed by adopting existing successful road maps from the literature into consideration and then adapting them to fulfil the company's particular perspective on CI. This study complements current literature on LSS road maps and corroborates LSS CSFs as crucial for successful LSS implementation and sustainability, regardless of the type of company and/or culture. However, a degree of importance is ascribed to the organisation's culture.

Research limitations/implications

Whilst a survey was used as the data collection instrument future interviews with employees would enhance the understanding of the organisational culture and hence further improve the road map.

Originality/value

The authors developed a practical and strategic roadmap for a Scottish packaging small- and medium-sized enterprise (SME) which can be used by other similar SMEs. The proposed LSS road map can be replicated and/or adapted for companies in their application of LSS. The methodology by which this study's road map was designed can be used as a guide in the development of further CI road maps.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 22 January 2021

Michael Sony, Jiju Antony, Jacqueline Ann Douglas and Olivia McDermott

Quality 4.0 is the new buzzword among quality professionals. There has been no empirical study of Quality 4.0 yet. Hence, the purpose of this paper is to investigate what are the…

2312

Abstract

Purpose

Quality 4.0 is the new buzzword among quality professionals. There has been no empirical study of Quality 4.0 yet. Hence, the purpose of this paper is to investigate what are the motivations, barriers and readiness factors for Quality 4.0 implementation.

Design/methodology/approach

This study uses an online survey on senior quality professionals working in leading companies in Europe and America. In total, 50 participants participated in this study.

Findings

This study finds the top five motivating, barriers and readiness factors for Quality 4.0 implementation. These factors are ranked in terms of the order of importance as perceived by senior quality professionals.

Research limitations/implications

This is the first empirical study on Quality 4.0 that investigates the motivation, barriers and readiness factors of Quality 4.0. This study provides a theoretical base of Quality 4.0 body of knowledge in terms of its practical relevance and adoption in modern-day organizations.

Practical implications

Organizations can use this study to understand what the motivation and barriers for implementing Quality 4.0. In addition, before implementation of Quality 4.0, the readiness factor for Quality 4.0 can be used by organizations to evaluate their preparedness before the actual implementation of the initiative.

Originality/value

This is the first empirical study on Quality 4.0 that captures the viewpoints of senior quality professionals on the motivation, barriers and readiness factors of Quality 4.0.

Details

The TQM Journal, vol. 33 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 13 July 2020

Yaifa Trakulsunti, Jiju Antony and Jacqueline Ann Douglas

The purpose of this study is to propose a Lean Six Sigma (LSS) roadmap to guide healthcare practitioners in the implementation of LSS along with a customized LSS tool kit for…

1464

Abstract

Purpose

The purpose of this study is to propose a Lean Six Sigma (LSS) roadmap to guide healthcare practitioners in the implementation of LSS along with a customized LSS tool kit for reducing medication errors.

Design/methodology/approach

The authors initially critically reviewed several frameworks/roadmaps of Lean, Six Sigma and LSS which have been proposed in healthcare sector from the existing literature. This review has led to an understanding of key characteristics, limitations and reasons behind the development of such frameworks/roadmaps. A conceptual roadmap was developed and then validated by a number of LSS experts and a healthcare practitioner. Based on the previous studies and taking LSS experts’ opinions into account, a revised roadmap for reducing medication is presented.

Findings

The roadmap for LSS in reducing medication errors is developed. This roadmap includes three phases: Phase 1 cultural readiness for LSS employment in reducing medication errors; Phase 2 preparation, initialization and implementation; and Phase 3 sustainability.

Research limitations/implications

The roadmap has been tested with only a handful of practitioners of LSS. Moreover, only two case studies have been carried out in a Thai hospital setting which followed the roadmap. In order to improve the validity of research, more case studies need to be executed and more people should be used for testing the roadmap with varied cultures.

Originality/value

This is the first attempt in the development of a LSS roadmap that healthcare practitioners can follow to reduce medication errors using LSS methodology and sustaining LSS in their organizations.

Details

The TQM Journal, vol. 33 no. 1
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 20 August 2020

S. Vinodh, Jiju Antony, Rohit Agrawal and Jacqueline Ann Douglas

The purpose of this paper is to provide a review of the history, trends and needs of continuous improvement (CI) and Industry 4.0. Four strategies are reviewed, namely, Lean, Six…

2928

Abstract

Purpose

The purpose of this paper is to provide a review of the history, trends and needs of continuous improvement (CI) and Industry 4.0. Four strategies are reviewed, namely, Lean, Six Sigma, Kaizen and Sustainability.

Design/methodology/approach

Digitalization and CI practices contribute to a major transformation in industrial practices. There exists a need to amalgamate Industry 4.0 technologies with CI strategies to ensure significant benefits. A systematic literature review methodology has been followed to review CI strategy and Industry 4.0 papers (n = 92).

Findings

Various frameworks of Industry 4.0, their advantages and disadvantages were explored. A conceptual framework integrating CI strategies and Industry 4.0 is being presented in this paper.

Practical implications

The benefits and practical application of the developed framework has been presented.

Originality/value

The article is an attempt to review CI strategies with Industry 4.0. A conceptual framework for the integration is also being presented.

Details

The TQM Journal, vol. 33 no. 2
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 25 February 2021

Olivia McDermott, Jiju Antony and Jacqueline Douglas

This paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence…

1296

Abstract

Purpose

This paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence methodologies in the era of COVID-19.”

Design/methodology/approach

A qualitative interview approach was utilized by interviewing a panel of leading academics and practitioners who are familiar with operation excellence methodologies.

Findings

Operational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.

Research limitations/implications

One limitation of this research was that most of the interviewees who participated in this study came from Europe, North America, South America and Asia, representing four continents. It would have been better to have different views from other continents such as Australia and Africa. Also, the interviews were short and at a high level. There is an opportunity for further study and analysis.

Practical implications

Operational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.

Originality/value

The paper provides an excellent resource for those people to get an insight into the value of the application of operations excellence methodologies in pandemic situations to aid healthcare process improvement and aid public and patient safety.

Details

The TQM Journal, vol. 33 no. 8
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 12 October 2015

Jacqueline Douglas

The purpose of this paper is to examine what mystery shopping is, why it is used and how mystery customers are trained and how the information collected is fed back to the client…

2443

Abstract

Purpose

The purpose of this paper is to examine what mystery shopping is, why it is used and how mystery customers are trained and how the information collected is fed back to the client organisation.

Design/methodology/approach

The approach was to use an online survey of mystery shoppers compares the reality of the situation with the best practice identified from the extant literature.

Findings

The main outcome was that results identify good and bad practices in all areas of the process and guidelines for the recruitment, training and monitoring of mystery shoppers are proposed including in-depth training in all aspects of the job.

Research limitations/implications

A sample of 85 mystery shoppers was used and only in the UK. It would be interesting to widen this out internationally.

Practical implications

Mystery shoppers are used worldwide by services to evaluate the performance of their front-line people and processes but are their evaluations valid and reliable? This research identifies good and bad practice which should help managers to design their training for mystery shoppers.

Originality/value

The paper addresses a gap in the literature on the perceptions of mystery shoppers.

Details

The TQM Journal, vol. 27 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

Available. Content available
Article
Publication date: 10 August 2010

Harry Matlay

364

Abstract

Details

Journal of Small Business and Enterprise Development, vol. 17 no. 3
Type: Research Article
ISSN: 1462-6004

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