Hendry Raharjo

On integrating Kano's model dynamics into QFD for multiple product design

The Design for Six Sigma (DFSS) framework places a strong emphasis on the need to conform to the customer needs or voices early in the design phase. The key problem in the context of a Rapidly changing environment due to influx of new technology and innovation, is that things may become obsolete much faster than ever. What now delights the customer will become an expected need in the Near Future. Such dynamics is, unfortunately, very often overlooked and has not been adequately addressed in the literature. To fill in this niche, this paper proposes a methodology to advance the use of the Quality Function Deployment (QFD), As One Of The Widely accepted tools into products or services design process, with respect to Kanos model dynamics. Specifically, based on the information from Kano questionnaire, it provides a quantitative approach to observe and follow the change over time. Not only can it show how strong a certainement Kanos category changes over time, but it can also forecast the future needs, Which is useful to Tackle the Customers preference change during product creation process. Afterwards, the forecasted customer needs can be used within an optimization framework for multiple product design. An illustrative example is provided to give some practical insights.

Exploring the mediating role of affective and cognitive satisfaction on the effect of service quality on loyalty

This research aims to test the mediating role of both affective and cognitive satisfaction on the effect of service quality on loyalty. Affective satisfaction is represented by Kansei Engineering-based measures and cognitive satisfaction is represented by overall customer satisfaction. The study is based on a survey through personal interviewing and face-to-face questionnaire. There were 102 respondents from 24 hotels ranging from three-star to five-star hotels in Surabaya, Indonesia. There are four latent variables, namely, service quality, overall customer satisfaction, Kansei and loyalty. We found that both overall customer satisfaction and Kansei partially mediate the relationship between service quality and loyalty (approximately 52% mediation effects). In particular, the two mediators, namely, Kansei and overall customer satisfaction, account for 24% and 28% of the effect of service quality on loyalty, respectively. This research complements the previous research by taking into account both cognitive and affective satisfaction as mediators at the same time. It is shown that the two-mediator model fits the data better than using one mediator or no mediator. The generalisation of the results from the study is limited because of the relatively small sample size in a single service setting.

On normalizing the relationship matrix in quality function deployment

Purpose – This paper aims to investigate the need of normalizing the relationship matrix in quality function deployment (QFD), especially when it leads to rank reversal, and eventually provide a guideline to know when it should be done. Design/methodology/approach – The research was carried out based on some empirical observations and previous research data. Findings – A rule of thumb is proposed to know when the rank reversal, as a result of normalizing QFD relationship matrix, can be desirable or undesirable. Research limitations/implications – Since the rule of thumb is based on empirical basis, it might not work perfectly for every single case, especially for large-sized QFD matrices. Hence, this opens up a new challenge for future research to complement the current findings. Practical implications – This paper shows that any QFD practitioner should be aware of the fact that normalization in the QFD relationship matrix is not a trivial issue, especially when it causes rank reversal. Ignoring normalization might cause potentially misleading results. However, using normalization does not always guarantee that one may obtain reliable results. Originality/value – There are two novel findings in this paper. First, it is the exposition of the pros and cons of normalization in QFD relationship matrix. Second, it is the proposed rule of thumb which may serve as an important guideline for any QFD practitioner when dealing with the relationship matrix.

Awareness and attitude towards Green IS in Slovenian enterprises

Abstract Background: This study draws upon the use of Information Systems in support of achieving sustainability, known as Green IS. Furthermore, this study builds on the premise that Green IS offers the opportunity for organizations to act proactively in terms of environmental preservation as well as to mitigate the effects of global climate change and other environmental problems. Aim: In particular, this study aims to assess the extent of awareness among managers regarding the use and the acceptance of Green IS in Slovenian enterprises. Method: Using empirical data based on a large-scale survey among senior managers within Slovenian enterprises this study utilized several statistical methods (such as t-test, analysis of variance and multiple linear regression) to analyse the research questions. Results: In general, findings seem to suggest that institutional mechanisms might be a plausible explanation for differences regarding the attitude towards Green IS adoption. For instance, enterprises with at least one implemented sustainability related certificate expressed higher levels of willingness to use Green IS in order to facilitate the achievement of sustainable development. Moreover, the results of the regression analysis revealed that both Institutional Mimetic pressure and Internal Environment Impact has positive impact on Green IS adoption. Conclusion: The main conclusion is that the internal environmental impact is considered the most influential factor of the attitude towards Green IS adoption. The culture or individual perception of managers and employees play an important role in the Green IS adoption. Indeed, enterprises that have no intention of improving their environmental performance, but adopt Green IS by the means of seeking legitimacy among external stakeholders, cannot provide a sustainable improvement in environmental management.

Excellence models in the public sector. Relationships between enablers and results

Purpose – The purpose of this study is to identify possible correlations between the stated “enablers” and “results” in excellence models, and to explain how different variables contribute to the “enablers” and “results”. A cross-case study of two different excellence models, the Common Assessment Framework (CAF) in Italy and the Swedish Institute for Quality (SIQ) model for performance excellence, is proposed. Design/methodology/approach – The study is based on the evaluation of assessment reports of public organizations across two countries, Italy and Sweden. Canonical correlation was used for data analysis. Two hypotheses were formulated: There is a correlation between “enablers” and “results” in the CAF model, and there is a correlation between “enablers” and “results” in the SIQ model. Findings – The results show that the hypotheses are supported. It turned out that the correlation is higher for the SIQ model than for the CAF model. For the CAF model, “strategy and planning” is the main contributor t...

Do satisfied employees lead to satisfied patients? An empirical study in an Italian hospital

This study aimed to understand the relationship between care provider (employee) satisfaction and patient satisfaction and to identify key drivers of their satisfaction. The European Foundation for Quality Management-based 4P model and Picker’s Patient Experience quality dimension were used as the theoretical basis for understanding the satisfaction relationship along with the key drivers. A cross-sectional survey was conducted in two wards (maternity and cardiology) from June to August 2014. The partial least squares structural equation modelling method was used to analyse the data. For the 4P model, we found strong evidence for the influence of enablers on the results and eventually on employee satisfaction. Likewise, we found strong evidence for the effect of patients’ experience on their overall satisfaction and eventually on their loyalty. Concerning the relationship between employee and patient satisfaction, we found that a higher patient satisfaction level in one ward was associated with higher employee satisfaction in the same ward. Other findings include the identification of key drivers of patient and employee satisfaction along with improvement priorities for each ward. This study provides insights that can be useful for healthcare managers and policy-makers responsible for developing and planning strategies for more sustainable healthcare organisations.

A life cycle approach to robust design methodology

This paper proposes a new practice of robust design methodology (RDM); to adopt a life cycle approach to noise factor identification. Such practice expands the boundary of traditional use of robust design where noise factors are generally known, observable and experimentally controllable. By exploiting information from claim data of a medium-sized Swedish manufacturing company, several other noise factors were identified and classified into product life cycle stages; factors that are often uncontrollable, unobservable, or unknown. Exploratory data analysis, interviews, and internal documents are used in this study. The results show that by analysing the claims data, the products failure modes can be identified and classified into various product life cycle stages. This enables identification of noise factors in each product life cycle stage. The use of a life cycle approach has two major implications. One is to expand the focus of RDM to encompass all product life cycle stages instead of being limited to a product development process. The other implication is that the practice proposed facilitates consideration of more stakeholders, in addition to one single customer by looking at consequences for society at large once the product is in use. Hence, the proposed RDM practice can be supportive of sustainable product development.

Attitudes toward quality improvement among healthcare professionals: Lessons from a hospital-wide quality initiative

Purpose– The purpose of this article is to describe how the training of healthcare professionals in improvement work can be performed, and evaluate potential changes in attitude as a result of the initiative. Design/methodology/approach – The study was carried out at a University Hospital in Sweden. There were 443 participants in the study. The response rate before the intervention was 55 per cent (242 respondents) and six months later, it was 43 per cent (190 respondents). A two-day training program about quality improvement was performed on seven different occasions and after the training had been concluded, participants were encouraged to translate their newly acquired knowledge into improvement projects. Surveys on attitudes toward improvement work were completed by the participants right before the training and six months afterwards. The results were analyzed using a Mann-Whitney test. Findings– The analysis showed some statistically significant changes in attitude among the participants. There were also differences between groups of participants based on their profession and the number of years in their current position. Research limitations/implications – A limitation of the study is that it was solely based on attitudes expressed during the survey and did not include any observed changes in behavior. Another limitation is that attitudes after the intervention were only measured once. Originality/value– It is possible to use training to change attitudes toward improvement work. The result differs among groups of participants, which raises the question as to whether training should be tailored to better suit the needs of different groups to create positive change. Further research is needed regarding how to reach and fully implement a quality improvement mindset.

Reconciling internal and external satisfaction through probabilistic graphical models: An empirical study

Purpose: Nowadays, service organizations have become increasingly aware of the fact that satisfied employees can positively affect customer satisfaction. This paper is a first stage of a wider research aiming at holistically reconciling internal customer (employees) and external customers satisfaction by using a statistical tool for multivariate data analysis i.e. Bayesian networks and their Object-Oriented version. Methodology: This study is based on survey data collected in an Italian hospital. For each ward a model has been estimated to evaluate the satisfaction drivers by category and some scenarios for the improvement of the overall variables are developed. A global model based Object-Oriented network is modularly built in order to provide aholistic view of internal and external satisfaction. The linkage has been reached by building a global index of internal and external satisfaction based on a linear combination. Findings: First, results achieved with Bayesian networks are consistent with the results of previous research obtained by using PLS-SEM tool. Moreover, probabilistic models allow to evaluate the impact of some scenarios for pursuing continuous improvement focusing on some variables of interest. Then, with the proposed global model, we aim at implementing some simulations in order to identify the strategic factors for achieving standards of global satisfaction. This is facilitated with an index useful for jointly managing internal and external satisfaction. Originality/value of paper: The novelty of the paper lies in the efforts to link internal and external satisfaction based on a probabilistic expert system which is able to generate scenarios of improvement. From an academic viewpoint in the service operations, the study is pioneer since it proposes a holistic approach to jointly manage factors affecting internal and external satisfaction.

Exploring differences between private and public organizations in business excellence models

This study aims to explore the differences between public and private organizations in the paths of business excellence models and to identify the key drivers for creating business results and customer satisfaction. The partial least squares structural equation modeling technique is used to compare the path coefficients and to identify the key driver constructs for creating business results. The variation in endogenous constructs is found to be more difficult to explain or predict for private organizations than for public organizations, despite the fact that the performance of private organizations is almost always higher than or equal to the performance of public ones in all criteria. The effect of ‘leadership’ on ‘management of processes’ is significantly higher in public organizations than in private ones. However, ‘management of processes’ in public organizations does not seem to translate into ‘results’. The effect of ‘strategic planning’ on creating business ‘results’ is negative for public organizations and remains inconclusive, due to insufficient evidence, for private organizations. The results may not be generally applicable to other countries. However, they do support the move toward more tailor-made models for specific sectors. It is necessary to review the national business excellence model in order to fit specific sectors. This is the first study to investigate the differences between private and public organizations in the Swedish business excellence model.