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Article
Publication date: 28 June 2022

Narottam Yadav, Mathiyazhagan Kaliyan, Tarik Saikouk, Susobhan Goswami and Ömer Faruk Görçün

The present paper proposes a framework for zero-defect manufacturing in Indian industries. Due to the current competitive market, there is a strong need to achieve zero defects…

427

Abstract

Purpose

The present paper proposes a framework for zero-defect manufacturing in Indian industries. Due to the current competitive market, there is a strong need to achieve zero defects from the customer's perspective. A survey questionnaire is analyzed based on the responses and a structured framework is drafted to implement zero defect manufacturing in the Indian industry.

Design/methodology/approach

To analyze zero-defect in Indian industries, a literature review and a survey questionnaire constituted a framework. This framework is independent of the type of process and product.

Findings

The findings of this study are based on a total of 925 responses received through survey questionnaires by different mediums. The framework has been tested in different manufacturing organizations to achieve zero-defect through the continuous improvement approach.

Practical implications

The study results aim to achieve zero-defect, help to improve customer satisfaction, reduce waste and rework in the manufacturing process. This framework is also used as a problem-solving approach to implement Six Sigma in the Indian industries.

Originality/value

Zero defect manufacturing is growing in India and globally. This framework helps to implement zero defect manufacturing in Indian industries. It is an essential tool to capture the voice of the customer.

Details

Benchmarking: An International Journal, vol. 30 no. 7
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 22 September 2023

Mehir Baidya, Bipasha Maity and Susobhan Goswami

Managers use several touchpoints to provide a positive experience for customers in an experience economy. Past studies ignored how the touchpoints complement one another in…

582

Abstract

Purpose

Managers use several touchpoints to provide a positive experience for customers in an experience economy. Past studies ignored how the touchpoints complement one another in creating synergy, even though this issue has tremendous managerial implications. This research paper aims to examine the role of a set of value-driven touchpoints' in providing and managing the customer experience.

Design/methodology/approach

Four hypotheses were formulated concerning the relationship between various value-driven touchpoints and the consumer experience. Data were collected from 360 respondents, and an econometric model was fitted to the data.

Findings

The results showed that touchpoints representing economical, functional, informational and convenient values impact the customer experience and complement one another.

Practical implications

The findings of this study should assist managers in framing a customer-facing strategy for providing a positive experience to customers.

Originality/value

Using primary data and an econometric model, this research extends the theory on the relationship between value-driven touchpoints and customer experience, hence, adding value to the existing corpus of marketing literature.

Details

Business Process Management Journal, vol. 29 no. 7
Type: Research Article
ISSN: 1463-7154

Keywords

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Article
Publication date: 11 September 2009

N.L. Sharma and Susobhan Goswami

Based on strategic management approaches, this paper aims to develop a systemic and dynamic model of knowledge creation. The boundaries of the environment are changing in terms of

1728

Abstract

Purpose

Based on strategic management approaches, this paper aims to develop a systemic and dynamic model of knowledge creation. The boundaries of the environment are changing in terms of contract research, in‐licensing, out‐licensing where strategic intent also changes and gets redefined.

Design/methodology/approach

This is an exploratory study using available theories and evidences of companies fanning in different directions in the form of novel types of alliances. Suitable propositions are developed for further study.

Findings

The study concludes that organisations will have to reach for tacit knowledge and enhance the knowledge stock by constantly absorbing and assimilating new ideas and research findings.

Research limitations/implications

More study in depth and across a variety of companies is required to validate the findings particularly comparing the research and development (R&D) paths of organisations located in multiple countries. Not merely big firms, even small to medium‐sized enterprises (SMEs) can be the subject of further study.

Originality/value

Previous studies concentrated on conservation, accumulation and recycling of knowledge without considering the absorption capacity of firms. This study takes for its heart the absorptive capacity as the ingredient of dynamic learning opportunities. Both for micro and macro initiatives, a joint interaction is necessary for knowledge to germinate and grow. Organisational learning is also a part of this process. Intellectual property in specialised research fields therefore must be created and defended.

Details

Journal of Knowledge Management, vol. 13 no. 5
Type: Research Article
ISSN: 1367-3270

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Book part
Publication date: 29 May 2023

Senthil Veerasamy and Susobhan Goswami

Purpose: Due to COVID-19, tourism to Tokyo Olympic is totally banned and sports enthusiasts are not allowed to view any sport event.Need of the study: The need of this chapter is…

Abstract

Purpose: Due to COVID-19, tourism to Tokyo Olympic is totally banned and sports enthusiasts are not allowed to view any sport event.

Need of the study: The need of this chapter is to explore Twitter content and analyse its sentiments towards the mega sporting event #Tokyo2020 Olympic.

Methodology: This research has adopted the behaviour of players and sport fans to analyse their Twitter messages using netnographic approach. Sample of 7,475 tweets of #Tokyo2020 an official Twitter online Olympic campaign was collected, and these tweets were categorised with frequency analysis, sentiment analysis, and context analysis using NVivo.

Findings: Results highlighted that majority of tweets are positive towards Tokyo Olympic even in COVID-19 scenario. Findings of the study showed that Tokyo Olympic had favourable emotions, sporting sprit, positive state of energy, and players’ lifestyles.

Practical implications: This research explored the dynamics of engagement practices and can be extended to other fields of study and is useful to sports authorities to strategize their forthcoming sporting events.

Details

Smart Analytics, Artificial Intelligence and Sustainable Performance Management in a Global Digitalised Economy
Type: Book
ISBN: 978-1-83753-416-6

Keywords

Available. Content available
Book part
Publication date: 29 May 2023

Free Access. Free Access

Abstract

Details

Smart Analytics, Artificial Intelligence and Sustainable Performance Management in a Global Digitalised Economy
Type: Book
ISBN: 978-1-83753-416-6

Available. Content available
Article
Publication date: 16 November 2015

Sanjoy Sircar, Rajat Agrawal, SK Shanthi and K. Srinivasa Reddy

414

Abstract

Details

Journal of Strategy and Management, vol. 8 no. 4
Type: Research Article
ISSN: 1755-425X

Available. Content available
Article
Publication date: 1 November 2016

Adelina Broadbridge and Sharon Anne Mavin

3206

Abstract

Details

Gender in Management: An International Journal, vol. 31 no. 8
Type: Research Article
ISSN: 1754-2413

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