As the call center services are becoming an integrated part of most organizations, the efficiency of their operations is vital to the competitiveness of the organizations. This paper describes a restructuring effort of a Hong Kong‐based company, which provides technical support services in...

Over the years, many teaching methods and techniques have been suggested and used in university teaching. However, the effectiveness of these teaching techniques and methods has not been carefully evaluated. We propose and test a methodology for identifying different teaching techniques and for...

This study reports a recent survey of the current state of quality management implementation and practices in China with reference to the Malcolm Baldrige National Quality Award (MBNQA) criteria. Comparisons are made between firms in three different stages of the development of a quality system:...

Describes the quality journey that began as quality control circles, moved to implement an international quality management system, and now continues its TQM programme called “Quest for excellence”. Kowloon‐Canton Railway Corporation is the first railway company in Asia to have a part of...

Reviews some new trends in parallel machine scheduling (PMS). PMS, as an area of research, is governed by questions that arise in production planning, flexible manufacture systems, computer control, etc. The main characteristic of these problems is to optimize an objective, with jobs to be...

Total quality management (TQM) is not a unique single program, but rather a combination of many linked concepts. While TQM requires a company‐wide approach and support, the application of TQM can vary depending on the level of management and company function involved. This paper offers a...

The process of identifying and ranking the competitive factors is critical to management for formulating manufacturing strategy because it prioritizes criteria by which manufacturing performance will eventually be evaluated. An empirical study of 382 US computer and electronics firms shows that...

In this empirical study of 382 US computer and electronics companies, the relationship between manufacturing flexibility and its five infrastructural scales was examined. These infrastructural scales include workforce autonomy, communication, inter‐departmental relationships, supplier...

Purpose: Intellectual capital reflects the sum of existing knowledge a manufacturer is able to leverage and plays a critical role in new product development. The purpose of this paper is to empirically investigate the mechanisms through which intellectual capital enhances product innovation...

Purpose: The purpose of this paper is to empirically investigate the mechanisms through which absorptive capacity (AC), trust and information systems jointly influence product innovation. Design/methodology/approach: This study proposes a research model to examine the mediating role of AC on...