Purpose The purpose of this paper is to present a methodology to represent the uncertainty generated in performance measures (PMs) during the operational step or “use step” of the performance measurement process (PMP). The different steps of the methodology are described and exemplified...

Purpose: This paper proposes a decision support model that can be used to help decide the destination of defective products, for mass production industries. The objective of this model is to reduce the cost of the defect, and consequently reduce the total quality costs....

Purpose: The purpose of this paper is to develop a new maturity model to identify the current state of maintenance area of organizations and drives actions to increase efficiency and effectiveness toward the concept known as world-class. Design/methodology/approach: The model was developed...

Purpose – The purpose of this paper is to propose a new methodology to be used by small and medium enterprises to characterize their performance in quality, highlighting weaknesses and areas for improvement. The methodology aims to identify the main causes of quality problems and help to...