Purpose – This work seeks to contribute a series of reflections and conclusions in response to the following questions: what variables determine satisfaction in the pre‐sale phase and post‐sale phase of B2C electronic commerce? How are the variables of the pre‐sale phase related to those...

Purpose – Although research has been undertaken on the implementation of lean within various industries, the many tools and techniques that form the “tool box”, and its integration with Six Sigma (mainly through case studies and action research), there has been little written on the...

Purpose – A growing number of publications have questioned and raised awareness of improvement fashions, especially in the area of quality management (QM), but rational decision‐making process has been promoted. Thus, this paper aims to address the selection issue and presents a holistic...

Purpose – The paper aims to help companies develop a better understanding of customer needs through quantitative analysis of Kano's model. Design/methodology/approach – A novel approach is developed to measure and quantify the relationships between customer satisfaction and the fulfillment...

Purpose – The purpose of the paper is to analyse empirically the causal relationships between quality management, service quality and business success in German logistics companies. Design/methodology/approach – The paper develops a measurement instrument of logistics service quality by...

Purpose – The aim of this paper is to present a fuzzy centroid‐based method to ranking customer requirements with competition consideration. The proposed method not only focuses on normal fuzzy numbers, but also considers non‐normal fuzzy numbers to capture the true customer requirements....

Purpose – The purpose of this paper is to explore the relationship between 5S use, contextual factors and performance. The contextual factors comprise structural features of the firm, environment, human resources and technology and quality management. The performance measures refer to...

Purpose – The purpose of this paper is to discuss the limitations of existing approaches for guaranteeing the quality of a joint output in temporary enterprise networks such as virtual organisations and to identify possibilities for future research on solving this problem....

Purpose – The purpose of this paper is to develop a model‐based methodology for the repetitive testing of multiple products with limited capacity, when the testing process is imperfect. Design/methodology/approach – In a repetitive testing process, items that are classified as...

Purpose – The purpose of the work discussed in this paper is to understand, analyse and benchmark the “Packing and Filling” processes within BASF. A benchmarking project is described in detail which aimed to cover sites in different countries that supplied many different variants of...