To maintain or achieve competitiveness and profitability, a manufacturing firm or enterprise must respond to a range of challenges, including rapid improvements in technology, declining employment and output, globalisation of markets and environmental requirements. In addition, substantial...

Since the early 1980s there has been a growing interest globally in service quality, driven by the supposition that high service quality will lead to more satisfied customers. Satisfied customers will remain loyal and spread positive word-of-mouth advertising, and therefore improving service...

Continuous improvement (CI) has proved to be a useful way of business investing in people-centred low cost, high return improvements in firms both large and small. CI methods have become widely adopted and regarded as providing an important component of increased company competitiveness. CI...