Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on...

The significance of the quality of work in the construction industry has been highlighted in recent years. Nevertheless, it is unusual to find that housing refurbishment projects have been undertaken with a clear emphasis on the service provided for tenants. To assess the scope for tenant...

Purpose The purpose of this paper is to develop a tool, “The Excellence Grid,” to categorize attributes on the basis of their ability to impact customer perception of “excellence” in service compared to perception of “good” service. In addition, provide a three dimensional (3D) model...

In the summer of 2004, the Asian International Workshop on Advanced Reliability Modeling (AIWARM) was held in Hiroshima, Japan. In this two-day workshop, variety of problems and issues related to Reliability Theory were discussed. One of the special sessions organized on behalf of this Workshop...

Since 1987, 17 businesses have won the US Baldrige Quality Award, established to promote awareness of quality management among US businesses. Assesses the financial and competitive performances of these 17 companies. Previous research with respect to the quality‐performance relationship has...

Purpose – The purpose of this paper is to provide additional evidence of the impact of ISO 9001 effectiveness on three dimensions of a firm’s performance, namely product quality, operational performance and business performance. Design/methodology/approach – The analysis includes an...

A manufacturing process quality model for investigating the operation of a manufacturing unit has been developed incorporating the failure mechanism of instantaneous assignable cause, mean drift and standard deviation drift. Describes an illustrative example, showing how the new model can be...

Purpose – The purpose of this article is to address ways in which customer satisfaction could be improved. Design/methodology/approach – In this article it is shown how the analytic hierarchy process (AHP) can be of use in making a choice between a number of alternative quality improvement...

Purpose – The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the...