Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality...

Most quality management researchers make inadequate use of statistical techniques, especially multivariate statistical methods. Applies two multivariate analysis techniques, principal component analysis (PCA) and correspondence analysis (CA), to analyse potential barriers to total quality...

This paper presents the findings based on a survey conducted to examine the status and extent of the use of computer‐based technology (CBT) to support “quality”, including such aspects as quality control, quality assurance and quality management, in Hong Kong. Five main categories of CBTs,...

Purpose – This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It focuses on a key operational e‐service design attribute – service quality – by investigating...

Under intensified pressure from both domestic and foreign competition, today′s manufacturers must strive to keep delivery promises and reduce waste. This depends largely on a manufacturer′s ability to assign accurate and attainable due‐dates. Presents an analytical method of assigning...

Presents the findings of two surveys of computer‐based technologies to support operations management (OM) in Hong Kong. One of the surveys is to examine the status of the use of computer‐based technology and to uncover the extent to which it is being used to support quality including such...

An important issue in the design of a flexible manufacturing system (FMS) is the operational control of the materials handling subsystem, through which reparts are conveyed from one work station to the next. A popular type of materials handling device is the automatic guided vehicle (AGV), which...

This paper presents an overview of the application in the banking industry of operations research (OR) techniques such as linear programming, statistical analysis and simulation which have been widely applied in banks to help improve operational effectiveness and productivity. The aim is to...

Over the last twenty years the financial markets of Hong Kong have developed rapidly. Although empirical studies on the behaviour of the Hong Kong stock market abound, much controversy over the efficiency of the market still exists. Some recent studies have shown that the market is inefficient...