Bringing Japanese Continuous Improvement Approaches to U.S. Manufacturing: The Roles of Process Orientation and Communications*

Continuous improvement (CI) has played a key role in Japan's quality management. U.S. companies have begun to adopt CI in recent years. This paper studies the implementation of CI in seven U.S. manufacturing companies. We view values as the core concept of culture that impacts CI effectiveness. Using both qualitative and quantitative data with a sample of seven companies, we observe empirically a relationship between process-oriented values and CI effectiveness. We also find that communications involving workers is strongly associated with CI effectiveness. Finally, we find an association between process orientation and communication frequency, and argue that communications act as an intervening variable between process orientation and effectiveness.     

Technology selection in the absence of standardised materials and processes: a survey in the UK composite materials supply chain

Composite materials is an industry where technology selection has major consequences as there is not a standard manufacturing process, nor are there standardised materials with defined or proscribed properties for companies to select as multiple solutions are technically viable. This research aims to identify key factors for manufacturing technology selection in the UK composite materials supply chain. Literature review and managers’ opinions were used to identify 18 factors affecting manufacturing technology selection. This was followed by a survey comprising the multi-tier supply chain of the composite materials industry. The results of the survey show ‘on time deliveries/service level to customers’, ‘improve quality’ and ‘reduce cycle time’ received the highest average ratings. In this study a correlation analysis was performed to identify the underlying dependencies between the factors investigated. The identification and use of underlying dependencies rather than highest average provided a more comprehensive picture of the factors that affect technology selection in the composite materials industry. For this study, experts in composite materials were asked to comment on the findings of the survey and their value to the industry. The results presented may assist companies in the composite materials industry with technology selection decision-making processes.     

内部控制鉴证报告的信号失灵和甄别——一个本土化的实证研究

本文从内部控制的三个关键点——内部控制实施、评价和审计师鉴证——分析了内部控制鉴证报告的信号失灵原因和甄别工具,采用我国上市公司数据进行检验并发现,公司披露鉴证报告与否和会计信息质量无关,但披露高质量(声誉)审计师签署的鉴证报告,公司的操控性应计更低,会计信息质量更高。研究结果表明,内部控制鉴证报告作为传递内部控制信息的二次信号是失灵的,而审计师质量具有信号甄别的作用。本文结论不仅有助于公司制定有效的内部控制信息披露策略,还为内部控制信息市场的监管导向决策提供依据。     

German,French and British manufacturing strategies compared: A growth towards each other

Manufacturing has gained over the last years in attention as a tool to create competitive advantage. For fou years now a survey has been carried out by a research team at Insead to build a database on the manufacturing strategies as they are defined and implemented by large European companies. In this paper some of the 1987 data are presented, and a comparison of manufacturing strategies of large companies in the three most important European countries is made. Though the most important conclusion is that there are only slight differences between the three countries, one can see some difference in emphasis. The French companies seem to invest heavily to catch up with respect to quality, the German manufacturers invest heavily in technology, and the British seem to pay more attention to the improvement of the labour/management relations. The data on the manufacturing strategies of these groups of companies is also analysed in function of an increased need for flexibility, as it was perceived in previous surveys.     

A Dynamic Model of Product Quality and Pricing Decisions on Sales Response

This paper presents a dynamic model that examines the influence of price and customer perception of product quality on the sales rate of a firm producing durable goods. The sales rate of the firm is modeled as a function of its price, average product life, perceived quality, and market potential. Specifically, the model considers: (1) the process by which perceived quality is determined by including the effects of the average life of a product and quality weighted units in the market; (2) the time delay in the influence of actual quality on perceived quality; (3) the process by which demand (i.e., potential sales) is converted to realized sales due to the effects of price and perceived quality; and (4) the saturation effect and associated non-linearity in the demand function. The model presented is a reformulation and extension of the model originally proposed by Bass [2]. The validity of the model is tested using historical data on For Mustang.     

服务质量决定要因顾客满足和行动意图的影响--在中国服务产业的应用

为维持现有顾客和创造新顾客,服务企业必须知道怎样实施服务质量战略来增加顾客满足和行动意图,因为服务质量、顾客满足和顾客行动意图之间存在着因果关系.本研究把整体服务质量分解为相互作用质量、物理环境质量、结果质量三个决定要因,并对服务质量决定要因对顾客满足和行动意图的影响进行了研究,实证检验在中国服务产业中进行.对研究模型的验证结果支持本研究提出的所有因果假设,即构成整体服务质量的三个决定要因对顾客满足具有显著的正向影响,顾客满足对行动意图具有显著的正向影响.而且,对于中国顾客来说,服务质量决定要因对顾客满足的相对影响力依次为"结果质量"＞"相互作用质量"＞"物理环境质量".     

Integrated approach for optimizing quality control in international manufacturing networks

Abstract

This article aims at providing an integrated approach for optimizing quality control in International Manufacturing Networks (IMN) which can be characterized by consisting of numerous plants acting autonomously according to an individual target system. A key challenge is to ensure the overall process quality despite distributed value creation processes and differing target systems in dynamic environments. Hence, the developed approach allows for identifying potentials in the quality control strategy using a value stream-based method to visualize quality characteristics and procedures in the production process chain. Furthermore, the approach contains a framework for identifying possible improvement measures and a simulation-based evaluation concept to evaluate the effects of different measures with respect to individual target systems. The simulation combines elements of a discrete-event simulation in order to depict the value stream with agent-based modelling for realizing different target systems by considering distinctive plant roles. The article concludes with a case study of a globally operating automotive supplier to apply the approach. A forward research agenda is proposed that evaluates the approach in multiple cases, deriving patters across companies or industries.     

Control mechanisms of their subsidiaries by multinational firms: A multidimensional perspective

Multinational companies use a wide range of mechanisms to keep control over a subsidiary abroad such as the share of capital in the case of international joint ventures, expatriation, active participation in the board of directors, staffing key management positions, training and socialization of employees, technology transfer, and so on. However, only a few empirical studies on the control of international subsidiaries embrace all these dimensions simultaneously and show how they interact. This paper presents the empirical results of a quantitative survey of 316 subsidiaries, international joint ventures and wholly foreign owned enterprises, set up in China by European and Japanese multinationals. The main objective of the survey is to bring out an inductive multidimensional model of control, and to allow a better understanding of complex interaction and balance between the instruments of control of a subsidiary abroad.     

Economic Models for Single Sample Acceptance Sampling Plans,No Inspection,and 100 Percent Inspection

Once a process is stabilized using control charts, it is necessary to determine whether this process is capable of producing die desired quality, as determined by the specifications, without the use of some additional inspection procedure such as 100 percent inspection or acceptance sampling. One common method of making this determination is the use of process capability ratios. However, this approach may lead to erroneous decisions due to the omission of economic information. This paper attempts to remedy this situation by developing economic models to examine the profitability of different inspection policies. These models employ the quadratic loss function to represent the economic cost of quality from external failures, which is commonly omitted or overlooked. Moreover, assuming a normal distribution for the quality characteristic allows the use of simplified formulas that are provided. Thus the calculations can be made using standard normal tables and a calculator. Additionally, these economic models may be used to determine if additional inspection procedures should be reinstated if the quality of the process was to decline, to make capital budgeting decisions involving new equipment that produces parts of a higher quality, and to determine the preferred 100 percent inspection plan or acceptance sampling plan.     

非正式控制对销售人员绩效和客户关系质量的影响

正式控制的局限性、企业对客户关系的重视以及销售人员素质的提高,使得企业越发重视销售人员的非正式控制,但是关于非正式控制对销售人员绩效和客户关系质量影响的研究还较少,非正式控制时销售人员绩效和客户关系质量的作用机制与作用效果还没有得到有效验证.本文在理论分析的基础上,建立了非正式控制影响销售人员绩效和客户关系质量的概念模型和研究假设,并进行了实证检验.结果表明:非正式控制对绩效既有直接影响,也有间接影响,其中间接影响的中介变量为角色明晰性:非正式控制只能通过角色明晰性和情感性承诺对客户关系质量产生间接影响,而对客户关系质量的直接影响不显著.非正式控制对角色明晰性、情感性承诺、绩效、客户关系质量影响的总效应分别为0.38、0.51、0.48、0.48.实证研究结果为企业强化销售人员的非正式控制提供了理论支撑,对其他员工管理控制的研究与实践也具有借鉴意义.     

Non-Normality and the Design of Control Charts for Averages*

Non-normality has a significant effect on the performance of control charts for averages. The design considerations for a control chart for averages must include recognition of the degree of non-normality of the underlying data. The performance of a control chart may be judged on its ability to correctly identify the probabilities of assignable causes of variation and chance causes of variation in a process. This paper examines the effects of non-normality, as measured by skewness and kurtosis, on the performance, and hence the design, of control charts for averages and provides an alternative method of designing charts for averages of data with non-normal distributions.     

中国上市公司治理水平及其对绩效影响的实证研究

本文构建了中国上市公司治理水平的评价指数,并据此对中国上市公司治理水平的现状、影响因素以及与绩效的关系进行了实证分析。研究结果表明:我国上市公司治理水平总体不高;股权结构对公司治理水平具有显著影响,政府控股型公司的治理水平最高,国有资产管理机构控股型公司的治理水平要高于国有法人控股型公司,而一般法人控股型及股权分散型公司的治理水平介于前两者之间 , 但不存在显著差异;公司治理水平对净资产收益率具有正向影响但对市净率却具有负向影响。本文最后给出了上述研究结论的政策意义。     

Customer Behavior in an Online Ordering Application: A Decision Scoring Model*

This research presents the development of behavioral scoring models to predict future customer purchases in an online ordering application. Internet retailing lowers many barriers for customers switching between retailers for repeat purchases; thus, retaining existing customers is a key challenge for achieving profitability. Survey data were collected from 1,089 online customers of two companies. The subjective survey data were then used to predict purchases over the ensuing 12 months based on data from the company databases. The analysis illustrates the general applicability of predictive models of future customer purchases while also demonstrating the need to develop specific models tailored for an individual company's operating and marketing environment. The models provide insight on how companies can target marketing dollars more effectively and allocate investment across multiple operational areas for maximum return. The research answers a call for rigorous research in the area of predictive marketing, an area in which many companies are excelling but where there is a scarcity of detailed knowledge regarding application of such models.     

民营上市公司控制类型、多元化经营与企业绩效

本文将2006年度民营上市公司分为直接上市和间接上市两种类型,考察了所有权与控制权分离程度、多元化经营与企业绩效之间的关系。发现间接上市民营公司所有权与控制权分离程度、多元化经营程度均显著高于直接上市民营公司。多元回归结果表明,直接上市民营公司最终控制人金字塔持股和多元化经营对企业绩效没有显著影响;而间接上市民营公司最终控制人所有权与控制权分离程度和多元化程度越高,企业绩效越低,说明代理问题在此类公司比较突出。所有权与控制权分离程度和多元化指标的交互关系也为此提供了进一步的证据。本文的贡献在于对民营上市公司进行了更为细致的分类,并从动机和行为两方面考察了其所导致的经济后果。研究增进了对我国民营上市公司的认识,对理解民营上市公司控制类型以及多元化经营也提供了新的视角。     

UNBUNDLING THE INCUMBENT: EVIDENCE FROM UK BROADBAND

We consider the impact of a regulatory process forcing an incumbent telecom operator to make its local broadband network available to other companies (local loop unbundling, or LLU). Entrants are then able to upgrade their individual lines and offer Internet services directly to customers. Employing a very detailed data set covering the whole of the United Kingdom, we find that, over the course of time, many entrants have begun to take advantage of unbundling. LLU entry only had a positive effect on broadband penetration in the early years, and no longer in the recent years as the market reached maturity. In contrast, LLU entry continues to have a positive impact on the quality of the service provided, as entrants differentiate their products upwards compared to the incumbent. We also assess the impact of competition from an alternative form of technology (cable) which is not subject to regulation, and what we discover is that inter‐platform competition has a positive impact on both penetration and quality.     

Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services

The SERVQUAL questionnaire (Parasuraman, Zeithaml, & Berry, 1988) is one of the preeminent instruments for measuring the quality of services as perceived by the customer. In a recent Decision Sciences article, Kettinger and Lee (1995) suggested the use of a modified SERVQUAL instrument to assess the quality of the services supplied by an information services provider. However, a number of problems with the SERVQUAL instrument are discussed in the literature. This article provides an illustrative example utilizing data collected from 138 executive and information systems professional customers of a multibillion dollar information services provider in order to examine the validity and reliability of Kettinger and Lee's (1995) modified SERVQUAL instrument. Results of analyses do not confirm the findings of Kettinger and Lee. Moreover, it appears that the use of difference scores in calculating SERVQUAL contributes to problems with the reliability, discriminant validity, convergent validity, and predictive validity of the measure. These findings suggest that caution should be exercised in the use of SERVQUAL scores and that further work is needed in the development of measures for assessing the quality of information services.     

The Impact of Alternative Vendor/ Buyer Communication Structures on the Quality of Purchased Materials

This paper examines the critical interface between manufacturing, purchasing, and quality assurance by exploring the impact of two alternative structures of buyer and vendor communication on attempts to improve the quality of purchased items. Those two structures of communication are the parallel structure and the serial structure. The research analyzes and compares the advantages and disadvantages of these two specific communication structures; the results have implications for both researchers and managers. The analysis of data suggests that the parallel structure is associated with significantly higher levels of quality than the serial structure. From a managerial perspective, the results of the research suggest that manufacturers must consider the parallel communication structure as a viable alternative for improving the quality of purchased components. While this study has helped frame some key managerial issues, the need and opportunity for further research in related areas is delineated.     

The integration of TQM and technology/R&D management in determining quality and innovation performance

This paper presents an empirical study which examines the co-alignment between Total Quality Management (TQM) and technology/research and development (R&D) management in predicting organizational performance in terms of quality and innovation. This study improves our understanding of the relationship between TQM and innovation based on the following two major issues. First, this study contributes to the understanding of the co-alignment between TQM and technology management along with R&D management by bridging the gap between the two areas which are often addressed in a separate fashion. Second, this study also examines the impact of the integration between TQM and technology/R&D on quality and innovation performance which have been considered as the primary sources of a competitive advantage. The empirical data was drawn from 194 Australian organizations and analyzed using the Structural Equation Modeling (SEM) technique. The findings indicate that TQM shows a strong predictive power against quality performance but no significant relationship against innovation performance. On the other hand, technology and R&D management shows a significant relationship with quality performance but at a lower level than that of TQM, and shows much stronger relationship with innovation performance. In addition, there is strong and positive correlation between TQM and technology/R&D management. The major implication of this study is that technology/R&D management is an appropriate resource to be used in harmony with TQM to enhance organizational performance, particularly innovation.     

Process and quality control issues in the automated manufacturing of discrete parts

The techniques of quality control have been developed over a number of decades, during which the technology of manufacturing was essentially static in terms of control and strategy. Advances within the past decade have led to substantial changes in the manufacturing environment. Changes in the extent, type, and breadth of application of automation call into question some of the basic assumptions of classical quality control. Changes in the mode of manufacturing, such as JIT and emphasis on smaller lot sizes, raise further questions as to the validity of classical quality control in the modern manufacturing environment. This paper addresses some of the questions raised by recent advances in manufacturing and identifies issues for research in quality and process control in the modern manufacturing.