Purpose – To present a simple yet comprehensive customer complaint management system (CCMS) which includes tools and concepts from total quality management (TQM) and quality function deployment (QFD) proposed by the authors. Design/methodology/approach – A comprehensive CCMS model based on...

Purpose – The purpose of this paper is to examine the critical success factors of total quality management (TQM) implementation in the United Arab Emirates (UAE) banking sector. Design/methodology/approach – Empirical case studies were collected from 250 banks in UAE that have embarked on...

Purpose – An appropriate system for analysing performance of supply chains is an important requirement for the effective utilization of the supply chains. The purpose of this paper is to develop a conceptual model for the task of analysing the performance of members of supply chains....

Statistical process control is an excellent quality assurance tool to improve the quality of manufacture and ultimately scores on end-customer satisfaction. SPC uses process monitoring charts to record the key quality characteristics (KQCs) of the component in manufacture. This paper elaborates...

Purpose – Facing the competition pressure of internationalization and diversification, the semiconductor industry of Taiwan has to increase the activation/utilization rate of machines, enhance flow speed and values, cut down delivery and reduce costs in an efficient way in reaction to a...