Purpose: In this paper, a practical framework is presented for the successful integration of buyers and contract organizations based on the Critical Incident Technique (CIT). Methodology: The initial pool of situations was developed inductively according to qualitative data provided by ten...

Purpose: This study analyzes the motivational factors for ISO 9001 certification in Bulgaria from the internal/external motivations perspective, or the so-called dual model. Design/methodology/approach: This study is based on a mixed method research approach, which employed two interviews with...

Purpose: Process improvement in service industries, like the registration process in a hospital, can be achieved with the application of lean principles. In this specific case, lean principles were essential to analyze and improve patient satisfaction in a hospital in Montana. The clinics...

Purpose: This study aimed at implementing lean six sigma to evaluate the productivity and manufacturing waste in the production line of a paper company Methodology/Approach: The study is a case study in nature. The method illustrates how lean six sigma (LSS) is used to evaluate the existing...

Purpose: The purpose of this study is to investigate the Critical Success Factors (CSFs) for successful implementation of Operational Excellence (OE) by the organisations in the Sudanese aviation industry, as well as to determine the resulted impacts in the improved organisational performance...

Purpose: Outsourcing transactions have been arisen and evolved in the last years and purchase managers want to know if a Failure Mode Effects and Analysis (FMEA) is an effective qualitative technique to analyze supply chain risks (SCR) in a proper way. The aim of this study is to address this...

Purpose: This paper develops a "light" total productive maintenance (TPM) model suitable for small and medium-sized enterprises (SMEs). By design, the system is rudimentary, using a relatively small sum of capital investment and resources. The model recommends TPM implementation in three stages,...

Purpose: This study aims to review the implementation of the Lean Six Sigma project methodology in the Johnson Space Center (JSC) business environment of National Aeronautics and Space Administration (NASA) with an objective of evaluating performance of individual projects and to develop...

Purpose: The objective of this research is to determine the service improvement priority based on tourist judgements and experiences on service quality in a zoological park. Design/methodology/approach: A powerful integrated model was developed to acquire accurate critical service attributes and...

Purpose: Many global organizations have aligned their strategy and operation via the ISO-based framework of integrated management system (IMS) that allows them to merge quality, environment, health and safety management systems. In such context, having a robust electronic document management...