Background: This study aims to analyze the relationship between lean practices and orga- nizational performance in a public institution, specifically, a military organization. Methods: The research has a quantitative approach with a descriptive character, having as a sample the members of a...

This paper studies how to design service outsourcing contracts to ensure fast, quality services from an independent service provider. The outsourcer does not have perfect information about either the service provider's capacity cost (i.e., cost for providing fast service), or her quality cost...

Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...

Purpose: Using the knowledge-based view as the theoretical lens, this study aims to assess the effect of middle managers' ambidexterity, continuous improvement and organizational agility on the business performance within the manufacturing and service industries.Design/methodology/approach:...

The management of shop floor behavior plays a critical role for the success of operational improvement programs, which rely on the workers that perform the direct value creation tasks. But what precisely should managers do to influence that behavior constructively? In the corresponding stream of...

In modern conditions, quality management is already becoming a managerial function like any other function in the organization, as employees from all sectors and all departments should participate in it.The involvement of all employees in the organization contributes to total quality management....

In modern conditions, quality management is already becoming a managerial function like any other function in the organization, as employees from all sectors and all departments should participate in it.The involvement of all employees in the organization contributes to total quality management....