Dana M. Johnson

Service quality in higher education

Quality experts believe that, ‘measuring customer satisfaction at an educational establishment might be regarded by educators as one of the greatest challenges of the quality movement’ (Cloutier & Richards, 1994, p. 117). This challenge is only one of several that surround quality improvement efforts in higher education. This paper focuses on identifying and evaluating techniques used to take on the challenges of quality improvement in higher education. This paper also examines two primary difficulties: first, definition of the customer; and second, measuring customer quality perceptions. An examination of representative historical applications of quality techniques was conducted as well as identification of the differences and similarities surrounding quality improvement efforts in each of three service areas typically found in higher education: academic, administrative, and auxiliary functions. While recognising these higher education areas differ from the typical business environment, positive research findings on the application of quality techniques for these areas were discovered.

Classification and application of problem solving quality tools: A manufacturing case study

Purpose – The complexity of problem solving requires use of quality tools to assist in the organization and analysis of information and data surrounding the concern. A proposed classification scheme for problem‐solving tools allows the user to identify the correct tool at the proper time in the problem‐solving process. This may assist the problem solver to efficiently and effectively work toward problem solution. The classification scheme, in the form of a matrix, identifies, organizes, and defines tools of the six sigma problem‐solving process as taught and implemented at a large manufacturing company.Design/methodology/approach – Development of a problem‐solving matrix to enable more efficient and effective use of tools applied to a six sigma project in a large manufacturing company.Findings – The application of the methodology to a case study in a large manufacturing company related to an Air Conditioning (A/C) No Fill concern. The exercise of applying the six sigma tools matrix to this project would h...

Adaptation of organizational change models to the implementation of quality standard requirements

Companies pursuing certification to quality standards must apply change methodologies to institutionalize the requirements into the business. Existing change models, such as Burke‐Litwin, can serve as the foundation for identifying underlying, predictive variables impacting response variables of a quality management system including quality and delivery performance. The models were selected based on their applicability and similarity in integration of organizational variables with great similarities to those of a typical quality management system. Adaptation of change models specifically to quality management standards provides the conceptual framework in which businesses can operate. The discussion reviews quality management standards, organizational change and models, and change management in pursuit of certification. A conceptual model was developed and serves as the foundation for empirical research efforts. This bridges the gap between organizational change models and quality management systems.

Integrating multiple manufacturing initiatives: challenge for automotive suppliers

Purpose – The primary purpose of the research was to determine whether automotive manufacturers integrate multiple manufacturing initiatives and whether performance measures were impacted directly by these initiatives.Design/methodology/approach – A mail survey questionnaire was used to gather data about the attitudinal attributes associated with implementing multiple manufacturing initiatives (i.e. ISO 9001, ISO 14001, lean manufacturing) and changes in key performance measures, both financial and nonfinancial. Descriptive statistics were utilized to gain a better understanding of the level of implementation of specific initiatives. Different forms of regression analysis were used to try to locate a statistically significant predictive model.Findings – Two surveys of automotive suppliers were conducted during early summer 2001 and 2002 to gather information about multiple initiatives, customer mandates, and performance measurement. The results indicate that suppliers are not integrating the initiatives o...

Empirical study of second‐tier automotive suppliers achieving QS‐9000 Reference No. 718

Major original equipment manufacturers (OEM) in the international automotive industry require their first‐tier suppliers to obtain QS‐9000 registration. One of the requirements included in the registration criteria is to have a process in place to evaluate all suppliers or subcontractors. Johnson Controls Inc. (JCI) Automotive Systems Group, a major first‐tier supplier, chose to request QS‐9000 registration of their suppliers (second‐tier). QS‐9000 does not require Tier‐1 suppliers to mandate that their suppliers (second‐tier) obtain registration. Since quality registration indicates that a quality system is in place, does it ensure that the operational measures of quality parts per million (PPM) or delivery performance are optimized? Do the organizational variables associated with QS‐9000 registration directly impact achieving it? For this study, a survey of JCI North American QS‐9000‐registered second‐tier suppliers was conducted to gather information about selected organizational variables, perceived performance outcome and results, and actual quality PPM and delivery performance. This study looks at the relationships between organizational variables and performance outcome and results.

Methods for optimally locating a forest biomass-to-biofuel facility.

A critical factor affecting the profitability of producing biofuel is optimally locating a forest biomass-to-biofuel facility. Spatial dispersion of forest biomass results in significant transportation cost of bulky, forest biomass feedstock. Multiple studies document different approaches to address theissues associated with biofuel facility siting. Study objectives were to: examine current literature (work published since 2005) discussing methods and models to determine the optimal location or site for a forest biomass-to-biofuel facility; compare the methods to identify the preferred approach; and identify potential gaps for future research. Our evaluation summarizes major, recent studies that focused on mathematical models to optimally locate a forest biomass-to-biofuel facility. Through analysis of the various methods, including the advantages and disadvantages, this study uncovered preferred approaches for locating an optimal biofuel facility location. It was found that optimization using mixed integer programming appears to be the preferred method for optimally locating a biofuel site.

Integrated strategy of industrial product suppliers: Working with B2B intermediaries

Purpose – The primary purpose was to learn about different variables of an integrated strategy associated with choosing to supply through business‐to‐business (B2B) intermediaries and apply the variables to a series of cases.Design/methodology/approach – A literature review served as a basis to develop an integrated model. A combination of primary and secondary research was conducted to apply the concepts of the model to different internet trading exchanges.Findings – Each trade exchange offers a different set of customers and suppliers vying for business opportunities. There are no common platforms for software and hardware. If a small company is interested in trading through an internet exchange, they want to select based on the variables identified that best meet their needs and integrate with their business strategy.Research limitations/implications – The focus was on industrial products and may not be applicable to consumer products.Practical implications – Suppliers must carefully operate in the fut...

Patient perceptions of quality: analyzing patient satisfaction surveys

Purpose – Healthcare facilities are entering an era of increased oversight and heightened expectations concerning both reduced costs and measureable quality. The US Affordable Care Act requires healthcare organizations to collect certain metrics, including patient assessments of quality, in order to monitor and improve the quality of healthcare. These metrics are used as a basis for graduated insurance reimbursements, and are available to consumers as an aid in selecting healthcare providers and insurance plans. The purpose of this paper is to provide healthcare providers with the analytic capabilities to better understand quality of care from the patient’s point of view. Design/methodology/approach – This research examines patient satisfaction data from a multi-specialty Medical Practice Group, and uses regression analysis and paired comparisons to provide insight into patient perceptions of care quality. Findings – Results show that variables related to Access, Moving Through the Visit, Nurse/Assistant,...

Using situational simulations to support decision making in co-dependent infrastructure systems

In this paper we introduced an integrative network-based approach to modelling co-dependent infrastructure systems and simulating them within the general purpose framework of situational simulations. We introduced and discussed the underlying mathematical model of the simulation, and also discussed typical information that will drive it – specifically considering the case of the City of Houghton, Michigan, in the USA. We also implemented the situational simulation using a proposed process model and the information model, thus providing a prototypical product interface. The simulation is interactive and it allows decision makers to account for complex adaptive interactions among co-dependent infrastructure systems, and to account for non-linear feedbacks and counter-intuitive behaviour. The significance of this research is twofold: 1. It provides an underlying model to represent and reason about co-dependent infrastructure systems. 2. It implements the model within the general purpose framework of situational simulations that can be used by public infrastructure emergency management agencies to test crisis management strategies, assess risk, and specifically identify and prepare for events that expose system vulnerabilities. This paper seeds an agenda for interdisciplinary future research with the ultimate goal of developing products that enhance decision making in managing co-dependent infrastructure systems.

Lessons learned from industry: applying capacity planning in an institution for higher education

Outlines previous research on capacity planning and considers how the underlying ideas can be applied to higher education institutions (HEIs). Illustrates the components of operational and capacity plans for an HEI, pointing out the differences from and similarities to the manufacturing and service sectors; and discusses various components of the capacity plan (e.g. classroom utilization, enrolment, scheduling etc.) in more detail. Believes that this approach to resources would improve on the present US system where external pressures (e.g. politicians, donors etc.) rather than need may determine expansion, but recognizes the practical barriers to this and calls for further research.