Nitin Seth

Service quality models: a review

Purpose – The main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature.Design/methodology/approach – The paper critically examines 19 different service quality models reported in the literature. The critical review of the different service quality models is intended to derive linkage between them, and highlight the area for further research.Findings – The review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. In addition to this even the customers expectations towards particular services are also changing with respect to factors like time, increase in the number of encounters with a particular service, competitive environment, etc. This paper provides a rich agenda for future research in the subject.Research limitations/implications – This research developed a linkage between...

Application of value stream mapping (VSM) for minimization of wastes in the processing side of supply chain of cottonseed oil industry in Indian context

Purpose – The purpose of this paper is to identify and address various wastes in the supply chain of the edible cottonseed oil industry (specifically the processing side) using a value stream mapping (VSM) approach to improve productivity and capacity utilization in an Indian context.Design/methodology/approach – Critical observations and interviewing techniques were used with open‐ended questions to understand the processes involved in the value chain of the cottonseed oil industry. Different chain links/members were investigated through personal visits and discussions. VSM is applied as an approach to the industry to identify and remove non‐value‐adding (NVA) activities.Findings – Major findings obtained from the study are as follows. There is an excess cumulative inventory of 244 days in the whole supply chain. The industry is highly fragmented with a large number of small players present, which hampers the use of economies of scale. There are NVA activities present in the supply chain such as the movi...

A conceptual model for quality of service in the supply chain

Purpose – The objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.Design/methodology/approach – Based on a rich combination of extensive literature review and insights gained through exploratory interviews, gap analysis methodology is used in developing the model. This was followed by an in‐depth analysis of gaps at various interfaces in supply chain. Further, both qualitative and quantitative techniques are suggested for data collection and analysis.Findings – The key gaps in both the directions (forward and reverse) that are likely to affect the service quality at different levels are extensively defined. These gaps may exist between a 3PL service provider and the manufacturer, the marketing function and the 3PL service provider, etc. The paper also proposes frameworks such as data envelopment analysis for measurement of these gaps. A set of possible performance indicators is also proposed at various interfa...

SSQSC: a tool to measure supplier service quality in supply chain

The objective of this research is to derive supplier service quality dimensions in the context of supply chain. Initial service quality dimensions were derived from an extensive literature review on the subject followed by refining through a series of procedures needed for scale development. Data was collected from 117 working executives of manufacturing organisations in India. The respondents were asked to assess supplier service quality in supply chain based on the perception and expectation scales. Further, data was summarised for respondents stating a high level of external service quality. Factor analysis resulted in a seven-factor structure as representative of supplier service quality in supply chain. The SSQSC tool will be beneficial to practising managers in identification of opportunities for improvements in supplier service quality.

Total quality management implementation in engineering education in India: an interpretive structural modelling approach

In the past decade, much has been written about total quality management (TQM) in manufacturing; however, less attention has been paid to the education sector. In this paper, 13 principles of TQM implementation have been identified using the Delphi technique and applied to engineering education. A relationship among these principles is developed using interpretive structural modelling (ISM) methodology. It helps in identifying the hierarchy of actions to be taken to improve the quality of engineering education. Categorisation of these principles based on their driving power (principles which hold other principles) and dependence (principles which are dependent on other principles) have also been examined for TQM implementation to study the driving power and dependence power of these principles. The objective is to determine a roadmap of TQM implementation and categorise TQM principles based on their driving power for quality improvement in engineering education with the use of an ISM-based model. The results indicate that the principles possessing higher driving power, such as quality mission and vision statement and top management commitment and visionary leadership should be given more attention for overall improvement in quality. The major contribution of this research lies in the development of a contextual relationship among various identified principles of TQM and the determination of their driving and dependence power through a single systemic framework.

Application of value stream mapping (VSM) for lean and cycle time reduction in complex production environments: a case study

Abstract The application of VSM is a proven approach for lean-based improvements. Typically, this becomes challenging, when applied for complex production environments. The purpose of this research is to demonstrate, how with some approximations and simplifications in VSM application, lean can be successfully achieved in these environments. The research follows case study method and systematically guides about the segregation and treatment of non-value-adding(NVA) and value-adding (VA) activities of heavy-duty industrial power transformer making process. The focal company operates in engineer to order (ETO) and high-mix low-volume (HMLV) environments. With a research team using gemba walks and systematic questioning technique, relevant data were collected for mapping. Taguchi method was also applied for one of the critical steps, which was influencing cycle time and energy requirements. The generalisable findings endorse the strengths of approach for lean by addressing wastes and cycle time reduction. The study establishes that VSM application-based lean messages remain same for both simple and complex environments. It also exposes that non-compliance of ‘VSM assumptions’ and ‘micro-concepts’ are the root causes for application complexities. The study also offers useful insights and practical guidelines to facilitate lean in ETO, construction and HMLV production environments.

Enablers of supply chain competitiveness: an interpretive structural modelling approach

Measurement of supply chain competitiveness is a vital task for today’s competing organisations. There has been a growing recognition for improvements in the supply chain and so as to increase supply chain competitiveness. Interpretive structural modelling (ISM) has emerged as a means to analyse the relational aspects of the variables. The objective of this paper is to identify enablers of supply chain competitiveness and to establish and analyse relationships among these enablers using interpretive structural modelling.

Supply chain risk and security management: an interpretive structural modelling approach

Recent catastrophic events and risks which have disrupted economies and supply chains around the world create new avenues/agendas for supply chain risks and security. Researcher and practitioner are showing increasing research interest on this area. This research has an effort to identified key factors and relation in supply chain risks and security and development of research framework. Given the increasing awareness of this important topic, the purpose of this research is to study supply chain critical risks important for supply chain security perspective and to investigate the relationship between supply chain vulnerability and supply chain risk. Interpretive structural modelling (ISM) has emerged as a means to analyse the relational aspects of the variables. The objective of this paper is to identify critical enablers of supply chain security management and to establish and analyse relationships among these enables using interpretive structural modelling. This research is continuing in this direction.

Analytical hierarchy process to evaluate supply chain risk and security management

Assessment of supply chain risk and security criterion as an integrated area is important to enhance risk and security measures and hence achieve higher standards of risk enabled secured supply chain. This is possible by proper identification of key criterion and possible solution alternatives with significant measures of their weighted relationship. This paper aims to select the important criteria to assess the supply chain risk and security management (SCRSM) and evaluating alternative SCRSM strategies for proactive support. In this research, the objective is to provide a SCRSM framework and how the supply chain principles can actually be used to design and operate processes to assure supply chain risk and security. The novelty of this paper is the implementation of multi-criteria decision-making methodology to identify the important SCRSM criteria and sensitivity analysis for evaluation of alternative solution strategy. An analytic hierarchy process (AHP)-based multi-criteria decision-making methodology is employed to take into account both qualitative and quantitative factors to select important criteria and identification of right alternative strategy ascertain the supply chain risk and security. By using AHP methodology we could optimise the selection of risk and security alternatives followed by relevant choices for decision making with implication. The aim is to encourage more efforts in this domain for wider benefits.

Factors influencing logistics cost and service quality: a survey within the Indian steel sector

Purpose – The purpose of this paper is to understand the role of economic and social factors influencing the logistics cost for the Indian steel sector and its relationship with the service quality. Design/methodology/approach – A structured questionnaire survey is used for the data collection in this research. The questionnaire included different elements of logistics cost on inbound and outbound logistics, and service quality. Findings – This research identified various significant elements of logistics cost for Indian steel sector and observed its relationship with transportation cost, warehousing cost and administrative cost. The findings of this study showed positive relationship between logistics cost and service quality. Research limitations/implications – The data for this study is cross-sectional; it is recommended that future studies can gather it longitudinally. This will help in gaining deeper understanding of the cause and effect relationship among the variables. The findings of this study ar...