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This article aims to focus on implementing Lean Six Sigma (LSS) in steel manufacturing to enhance productivity and quality in the galvanizing process line. In recent trends, manufacturing organizations have expressed strong interest in the LSS since they attempt to enhance its overall operations without imposing significant financial burdens.

This article used lean tools and Six Sigma's DMAIC (Define, Measure, Analyze, Improve and Control) with Yin's case study approach. This study tried to implement the LSS for the steel galvanizing process in order to reduce the number of defects using various LSS tools, including 5S, Value stream map (VSM), Pareto chart, cause and effect diagram, Design of experiments (DoE).

Results revealed a significant reduction in nonvalue-added time in the process, which led to improved productivity and Process cycle efficiency (PCE) attributed to applying lean-Kaizen techniques. By deploying the LSS, the overall PCE improved from 22% to 62%, and lead time was reduced from 1,347 min to 501 min. DoE results showed that the optimum process parameter levels decreased defects per unit steel sheet.

This research demonstrated how successful LSS implementation eliminates waste, improves process performance and accomplishes operational distinction in steel manufacturing.

Since low-cost/high-effect improvement initiatives have not been adequately presented, further research studies on adopting LSS in manufacturing sectors are needed. The cost-effective method of process improvement can be considered as an innovation.

This paper aims to assist managers and food supply chain practitioners in efficiently implementing lean and green (LG) practices for sustainability. Examining barriers to LG practices, as well as prioritizing mitigation strategies in the food supply chain, are all part of this work.

Using a combination of literature review and expert team inputs, this paper investigated the LG barriers and their solutions under PESTEL (Political, Economic, Social, Technological, Environmental and Legal) framework. To prioritize them, this work used the fuzzy best worst method (fuzzy BWM) with the fuzzy technique for order preference by similarity to ideal solution (FTOPSIS).

From the fuzzy BWM, the economic barriers were identified as the most significant. From the FTOPSIS approach, top management expertise and commitment to adopting LG practices were identified as the best solution for overcoming the barriers.

This paper discusses the barriers and solutions for successfully implementing LG techniques from the real-time food supply chain. The practitioners and food chain managers welcomed the methodology for its use in prioritizing the barriers to LG practices. Conclusions drawn from this work were found to be realistic.

The original contribution of this study is to present the model framework for barriers and solutions of LG practices in the dairy supply chain using the hybrid MCDM technique.

The global construction industry faces both challenges and opportunities from electronic waste (e-waste). This study aims to present a bibliometric analysis and comprehensive literature assessment on e-waste in concrete construction materials.

This study studies 4,122 Scopus documents to examine garbage generation in different countries and inventive ways to integrate e-waste into construction as a sustainable strategy. This study lists famous researchers and their cooperation networks, demonstrating a robust and dynamic area with a surge in research output, notably from 2018 to 2022. Data is visually represented using VOS Viewer to show trends, patterns and study interests throughout time.

The findings imply that e-waste can improve construction materials’ mechanical characteristics and sustainability. The results are inconsistent and suggest further optimization. e-Waste into construction has garnered scientific interest for its environmental, life cycle, and economic impacts. This field has great potential for improving e-waste material use, developing sophisticated prediction models, studying environmental implications, economic analysis, policy formulation, novel construction methods, global cooperation and public awareness. This study shows that e-waste can be used in sustainable building. It stresses this area’s need for research and innovation. This lays the groundwork for using electronic trash in buildings, which promotes a circular economy and environmental sustainability.

The findings underscore the critical role of ongoing research and innovation in leveraging e-waste for sustainable building practices. This study lays the groundwork for integrating e-waste into construction, contributing to the advancement of a circular economy and environmental sustainability.

The social implications of integrating e-waste into construction are significant. Using e-waste not only addresses environmental concerns but also promotes social sustainability by creating new job opportunities in the recycling and construction sectors. It fosters community awareness and responsibility towards sustainable practices and waste management. Additionally, this approach can reduce construction costs, making building projects more accessible and potentially lowering housing prices.

This research contributes to the field by offering a bibliometric analysis and comprehensive assessment of e-waste in concrete construction materials, highlighting its global significance.

The purpose of this study is to distinguish those emotions which customers express verbally during a failed remote service encounter from those which they do not. The study further attempts to investigate the post-consumption customer behaviour of verbally expressed and unexpressed negative customer emotions.

The authors used a survey-based research design. The hypotheses were tested through the “partial least squared structural equation modelling” method.

This study shows that in a failed remote service encounter, customers verbally express retaliatory rage emotions, such as anger and rage. At the same time, they are able to suppress rancorous rage emotions, such as disgust and contempt and do not express them verbally. The authors demonstrate that after emotions are verbally expressed during a failed remote service encounter, they are followed by the post-consumption behaviours of negative word of mouth and revenge; when emotions are not expressed verbally during a failed service encounter, they are followed up by exit behaviour.

The effects of variables, such as switching costs and individual and situational factors, can be investigated in the model. Future studies can also explore the role of organizational interventions, such as explanation and apology, on negative customer emotions during failed remote service encounters. Their moderating impact on customer behaviour during and after the encounters can be investigated.

This study has much practical relevance in the post-COVID-19 world, where remote service delivery is becoming the new normal in many sectors. In remote service delivery situations, verbally unexpressed negative emotions can remain undetected; however, they have negative consequences for firms. This study underscores the need to train frontline employees to notice these unexpressed emotions so that service recoveries can be initiated.

This paper contributes to the area of dysfunctional customer behaviour and service recovery. The existing literature has not explored whether some negative emotions are expressed during a failed service encounter and then acted upon later, and some emotions are not expressed but acted upon later. This study addresses the problem of firms getting caught unawares when they find customers resorting to undesirable post-consumption behaviour without demonstrating any verbal expressions during the preceding failed service encounters.

The learning outcomes of this study are to gain an understanding of the banking regulations and their impact on banking performance, to understand the intermediation role of banks by channelizing depositors’ savings and providing loans to borrowers, to explain an impact of a recent regulatory change in the Indian banking that directly impacts their financial performance, to critically evaluate the different financial ratios to analyze the performance of a bank and to build a DuPont analysis framework for banks.

The case serves as a primer on banking regulations in India and provides insights into banking performance. Banking regulations play an important role in maintaining financial stability, specifically in emerging economies like India. The protagonist of the case is Salil Kumar who presented his internship project to the review committee of Stock Investment Company on April 16, 2021. However, he had to rework and present his final project within seven days on the basis of the feedback received from the committee. Kumar faced the dilemma of bringing together a comparative study across two banks, namely, Industrial Credit and Investment Corporation of India (ICICI Bank) and State Bank of India (SBI) and building a DuPont framework covering the different aspects of banking performance. The case exemplifies the intricate regulatory landscape in India within which banks operate and highlights the recent alterations introduced by the Reserve Bank of India. For instance, the framework for dealing with domestic systemically important banks (D-SIBs) was introduced in 2014 and subsequently adopted in August 2015. The D-SIB framework provides inherent guarantee to large banks such as ICICI Bank and SBI. This ensures government backup in the event of any failure, thereby securing financial stability. The case study is suitable for banking and financial accounting courses taught in postgraduate management programs. Once the case is studied, the students are expected to understand the basics of banking, regulations, impact of regulations on banking performance and financial measures.

The case provides valuable insights into the intricate dynamics of the banking industry, offering a critical perspective for analysis. A well-structured teaching note would serve as a valuable tool for instructors, allowing them to facilitate engaging classroom discussions and effectively guide students toward achieving the desired teaching objectives.

Teaching notes are available for educators only.

CSS 1: Accounting and Finance.

In the backdrop of declining per capita availability of pulses, soybean is the alternate source to address protein deficiency in India. The study aims to assess the efficiency of soy products available in the market for meeting the daily requirement of essential amino acids (EAAs).

Extruded soy products, namely, soy nuggets, granules, soy flour manufactured from sprouts, spray-dried soy milk variants, ready-to-drink (RTD) soy beverage and silken tofu, were analysed for EAAs by high-performance liquid chromatography. In addition, efficiency of these products in terms of meeting the daily requirement of EAAs for an adult weighing 70 kg through a single serving (equivalent to 6 g protein) was also computed.

Leucine was the most concentrated EAA in all the soy products, except in variants of soy milk. Total essential amino acids’ (TEAAs) content in soy flour was significantly higher compared to soy nuggets and granules. Spray-dried plain soymilk exhibited a significantly higher level of TEAAs content compared to flavoured variant and RTD soy beverage. Among all the products, silken tofu exhibited the highest concentration of TEAAs. RTD soy beverage was the most efficient product for meeting the daily requirement of isoleucine and valine, soy flour for aromatic amino acids and silken tofu for lysine and leucine.

This work pertains to the determination of EAAs of commercial soy products and assesses their efficiency in terms of meeting the daily requirement of EAAs. This type of technical evaluation of soy products has not been conducted earlier.

Research assessment has long been important for directing research funding, rationalizing research organizations and enhancing productivity, including concentrating on specialized subjects. But due to a lack of data, research assessment procedures centered on simple indicators that solely included publications and their citation counts. The Dimensions is one such prodigy of technological evolution like the internet in discovering the research data metrics.

This paper outlines Dimensions, the emergence of Dimensions by partnering with various development partners into a single robust platform and provides directions on implementing a free tool for research insights: Dimensions badge.

The Dimensions platform for research insights pulls together data on financing, publications, policy, patents and grants.

This tool is freely available to libraries worldwide.

The learning outcomes are as follows: to familiarize students with the concept of segmentation, targeting and positioning; to make students understand the need and process of building a brand; to help students to identify the market gap and meet customer’s requirement by delivering the right value proposition; and to examine the feasibility of business opportunity, develop a business plan and run a successful firm.

This case is about the quest of three MBA students who accidentally get into argument about footwear brands. This argument leads them to Punjabi ethnic footwear popularly known as “Punjabi Jutti.” They decide to understand the background of “Punjabi Jutti” and the possibility of developing a brand for the same. An extensive research was carried out through the various online and offline platforms. The research included searching through the existing literature, collecting data from the various online platforms such as e-commerce websites and interviews from the field. The research revealed that this traditional artwork is an unorganized sector. The manufacturers and marketers are two main parts of this business. However, the mainstay of the business is the skilled labors who know the art of making “Punjabi Jutti.” This art has been inherited by them from their previous generations. Also, it was found that there was good demand of the “Punjabi Jutti” in India and it was exported to various countries as well. Customers had a mix response toward these products. This extensive research has now put these students in a dilemma as to what should be the next step. Should they step into this business by creating their own brand? Will this entrepreneurship venture be sustainable? If they created a brand for the “Punjabi Jutti” then what kind of brand it would be?

Post graduate, entrepreneurs.

Teaching Notes are available for educators only.

CSS 3: Entrepreneurship.

“The purpose of this paper is to review the literature on service innovation during the past two decades and provide an analysis of sources of publication, citations and authorship using bibliometric analysis techniques (VOSviewer).” This paper aims to assesses the important trends, enhance the academic debate, identify research gaps and propose future directions and a research agenda.

This paper examines 176 articles in English language published from 2002 to 2022 from the Scopus database by adopting the bibliometric technique using VOSviewer software. This paper analyzes the different levels and boundaries of service innovation using bibliometric analysis of “service innovation research” using VOSviewer software. The methodology analyzes the number of citations, co-citations, keywords, authors, journals and countries.

The review of the past 20 years indicates a substantial growth in the number of good research publications on service innovation. The UK, the USA, Sweden and Australia dominate this research area with the most articles published to date under the subject area of “Business management.” The review highlighted that most of the studies on service innovation focused on products, companies and processes in the services industry. The most critical factors behind service innovation failure are improper management and lack of knowledge. The citation analysis revealed various research implications and directions for the future.

This study focuses only on service innovation and excludes research on performance management and control. Thus, future studies may explore this area of research in future studies. Only research articles were analyzed; conference papers, reports, manuals and white papers from practice were excluded. Research implications indicate that future studies on service innovation would be essential for organizational excellence, not process excellence.

This paper provides a comprehensive overview of the current status and essential trends of research on service innovation. This study identifies the research gaps and provides a clear research agenda for understanding the various elements of service innovation.