Wan Rosmanira Ismail

Value-based total performance excellence model: A conceptual framework for organisations

This article presents a conceptual framework for the development of a value-based total performance excellence model (VBTPEM) in organisations. This model signifies core values as a strategic component for an organisation to achieve total performance excellence. The VBTPEM is an extension of the earlier version of the TPEM proposed by Husain et al. [Husain, N., Abdullah, M., Idris, F., & Sagir, R.M. (2001). The Malaysian total performance excellence model: A conceptual framework. Total Quality Management, 12(7&8), 926–931] and Abdullah et al. [Abdullah, M., Husain, N., & Nik Hassan, N.M. (2008). Guidelines for implementing value-based total performance excellence model in business organizations. Presentations at the The Islamic Perspective Forum, Manila, Philippines]. This extension integrates the intangible parts of performance measurement that have become a pivotal issue in many organisations. Hence, this paper discussed the core values associated with each of the criteria in the TPEM framework. The significance of the study is that it contributes to the extended version of performance measurement research by integrating core values into the total performance excellence framework. The notion of values-driven total performance excellence applies to an organisation that achieves superiority in both financial and non-financial performances due to reinforcement and internalisation of balanced, viable, aligned, and authentic core values in that organisation [Hultman, K., & Gellerman, B. (2002). Balancing individual and organisational values: Walking the tightrope to success. Hoboken, NJ: John Wiley & Sons].

A Tabu Search approach to the nurse scheduling problem

Nurse scheduling is the process of allocating shifts for nurses by specifying the sequence of shifts for each nurse in the scheduling period. Generating good schedules for nurses is a very difficult and tedious problem due to the operational of hospital that runs 24 hours a day and 7 days a week. Schedule that has work shifts is a big influence on the level of stress and fatigue for nurses, as well as on the quality of social relationship and family. In this paper, a brief overview of three stages Tabu Search heuristic for nurse-scheduling problem (NSP) is presented. The problem is approached via the goal programming method. The goal programming (GP) model for the nurse scheduling problem of this paper focuses on both hospital objectives and nurses’ preferences.

Methodology implications in automotive product–service systems: a systematic literature review

The worldwide automotive industry sector has been experiencing a period of noticeable growth and success, especially since overcoming the financial crisis in 2008; however, this success is accompanied by remarkable erosion in the sales profit margin, causing automakers to invest in the after-sales and product–service system (PSS) sectors. The purpose of this review is twofold. First, it establishes an understanding of the automotive PSS concept by summarising and discussing the objectives, methodologies and findings of these studies. Second, it develops a framework to classify 102 articles analysed in depth and dating from 1999 to 2015 according to their adopted methodologies with an extended analysis of the most-used data collection instruments and analysis tools. It is evident that there is a tendency to utilise quantitative methods despite the expediency of implementing mixed methods in recent studies. This paper provides meaningful insights into the research methodologies, and for an audience consisting of general researchers and practitioners with an interest in conducting research in the automotive PSS and production disciplines, it represents a guideline to choose the appropriate research methodology, taking into consideration the advantages and disadvantages of each one.

The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships

ABSTRACT The purpose of this article is to investigate the differential influence of product quality and service quality on customer satisfaction (CS) along with the interaction role of warranty presence in the context of automotive dealerships. Survey-based research methodology is adopted in which the population are the car owners who perform repair and maintenance jobs in authorized service centres. It is found that the warranty moderation role is supported wherein the relationship between service quality and CS is strengthened by the warranty presence, contrary to the insignificant relationship between product quality and CS influenced by the warranty moderator; besides, the empirical results provide an evidence that the CS value relies on metrics comprising operational measures for service quality and product quality. The outcome of this study contributes to sensitizing the decision makers from manufacturing and service disciplines to the interdependencies and the prerequisite for overall collaborative development. This study presents the first systematic approach that differentiates the influence of product quality and service quality on CS, wherein the warranty service is primarily introduced as a moderator affecting the antecedent relationship in the context of automotive dealerships.

Technological innovation capability in Malaysian-owned resource-based manufacturing companies: Early findings

This study aims to identify the determinants of technological innovation capability of Malaysian-owned companies in the resources-based manufacturing, to identify the relationship between technological innovation capability (TIC) and technological innovation performance (TIP) for the resource-based manufacturing. Furthermore, this study also aims to identify innovation capability factors that need more emphasis and improvements from the respective authority. The scope of the study covers four industries which are petrochemical industries, pharmaceutical industries, palm oil-based industries and food processing industries which are located in the state of Selangor. Descriptive analysis, correlation analysis and performance capability analysis were used in this study. It was found that, technological innovation capabilities (TIC) for companies in the resource-based manufacturing are moderate. Factors such as policies capability, human resources capability and facilities capability have a positive relationsh...

Assessing efficiency and effectiveness of Malaysian Islamic banks: A two stage DEA analysis

Islamic banks in Malaysia are indispensable players in the financial industry with the growing needs for syariah compliance system. In the banking industry, most recent studies concerned only on operational efficiency. However rarely on the operational effectiveness. Since the production process of banking industry can be described as a two-stage process, two-stage Data Envelopment Analysis (DEA) can be applied to measure the bank performance. This study was designed to measure the overall performance in terms of efficiency and effectiveness of Islamic banks in Malaysia using Two-Stage DEA approach. This paper presents analysis of a DEA model which split the efficiency and effectiveness in order to evaluate the performance of ten selected Islamic Banks in Malaysia for the financial year period ended 2011. The analysis shows average efficient score is more than average effectiveness score thus we can say that Malaysian Islamic banks were more efficient rather than effective. Furthermore, none of the bank e...

Vehicle and driver scheduling modelling: A case study in UKM

This paper deals with the vehicle and driver scheduling problems at UKM transportation department. Given daily sets of trips, drivers and non homogenous vehicles fleet, the aim is to schedule the resources in order to cover, if possible, all the trip demands. The problem formulation has been done using sequential approach where an integer programming and goal programming models have been presented respectively for vehicle scheduling problem and driver scheduling problem.

Determination of optimal self-drive tourism route using the orienteering problem method

This paper was conducted to determine the optimal travel routes for self-drive tourism based on the allocation of time and expense by maximizing the amount of attraction scores assigned to each city involved. Self-drive tourism represents a type of tourism where tourists hire or travel by their own vehicle. It only involves a tourist destination which can be linked with a network of roads. Normally, the traveling salesman problem (TSP) and multiple traveling salesman problems (MTSP) method were used in the minimization problem such as determination the shortest time or distance traveled. This paper involved an alternative approach for maximization method which is maximize the attraction scores and tested on tourism data for ten cities in Kedah. A set of priority scores are used to set the attraction score at each city. The classical approach of the orienteering problem was used to determine the optimal travel route. This approach is extended to the team orienteering problem and the two methods were compar...

A new heuristic approach for vehicle scheduling problem combined with aspects from driver scheduling problem

This paper deals with the vehicle scheduling problem combined with some aspects from the driver scheduling problem at a local university transportation department. Given daily sets of trips, a fleet of vehicles, the objective is to schedule the vehicles in order to meet some objectives. For the first objective the problem has been formulated using a new model and a schedule-block-schedule approach is introduced to answer the remaining objectives. The obtained results are satisfying all the constraint and a very good vehicle schedule is produced.

Integrated simulation and data envelopment analysis models in emergency department

This study aims to determine the best resource allocation and to increase the efficiency service of an emergency department in a public hospital in Kuala Lumpur. We integrate Discrete Event Simulation (DES) and three models of Data Envelopment Analysis (DEA); Input-oriented CCR model, Input-oriented BCC model and Super-Efficiency model to fulfill such objective. Based on the comparison of results taken from the DEA models, the combination of DES, Input-oriented BCC model and Super-Efficiency BCC model is seen to be the best resource allocation technique to be used for enhancing the hospital efficiency. The combination has reduced patients waiting time while improving the average utilization rate of hospital resources compared to the current situation.