This paper investigates the effectiveness of the critical success factors (CSFs) of total quality management (TQM) on customer service management (CSM) in the Nigerian banking industry. The empirical study was conducted via a survey on six, out of the 22 banks that have implemented TQM due to...

Limits of error for inventory differences (LEIDs) using variance propagation techniques have been discussed in previous INMM meetings. However, using the variance propagation methodology with a large number of actual inventory measurements on a monthly basis requires the use of an automated LEID...

Triple Diagonal (M) modeling is a technique to help quickly diagnose an organization`s existing production system and to identify significant improvement opportunities in executing, controlling, and planning operations. TD modeling is derived from ICAM Definition Language (IDEF 0)-also known as...

The Process Control Systems Forum (http://www.pcsforum.org) is an open, collaborative, voluntary forum established by the Department of Homeland Security. The purpose of the Forum is to accelerate the development of technology that will enhance the security, safety, and reliability of process...

Limits of error for inventory differences (LEIDs) using variance propagation techniques have been discussed in previous INMM meetings. However, using the variance propagation methodology with a large number of actual inventory measurements on a monthly basis requires the use of an automated LEID...

Statistical tests based on the scan statistic are introduced for detecting possible increases in the occurrence of hospital events. The tests use a moving window and the theoretical aspects of the tests are investigated using Markov chain theory. The main objective of this study is to provide a...

The task of monitoring for a change in the mean of a sequence of Bernoulli random variables has been widely studied. However most existing approaches make at least one of the following assumptions, which may be violated in many real-world situations: (1) the pre-change value of the Bernoulli...

We present a robust graphical procedure for routine detection of isolated and patchy outliers in univariate time series. This procedure is suitable for retrospective as well as for online identification of outliers. It is based on a phase space reconstruction of the time series which allows to...

Fuel processors (FPs) are integrated with fuel cells (FCs) for onsite and onboard power generation. The process technologies employed in FPs have to be properly selected on the basis of fuel characteristics, impurity tolerances and operating specifications of FCs. Chemical, thermal and process...

This article focuses on the effectiveness of the service delivery system (SDS) and re-examines its influence on customers' perceived service quality. In this study, the influence of four specific indicators of the SDS' effectiveness (namely front line employees' role performance, their...