Vol.47, No 3 (2014)

Christer Österman

Scania CV AB, TD, B062, SE-151 87 Södertälje, Sweden

Anders Fundin

Volvo Construction Equipment, RLA 308, SE-631 85 Eskilstuna, Sweden

Abstract

Background/Purpose: The purpose of the research is to explore a practical method of measuring the implementation of lean in a process. The method will be based on examining the abilities of a group. At this scale the ability to work standardized and solve problems is important. These two abilities are dependent of each other and are fundamental for the group’s ability to create a stable result. In this context the method of standardized work (SW) is define to be the methods used in a process to generate stable results. Problem solving (PS) is defined as the methods used to return a process to a condition where SW is possible.
Methodology / approach: The research is conducted in a multiple case study in four large global manufacturing companies. The order of the data collection is: Firstly, interviews with the individuals that are centrally responsible for overall implementation of lean in the organization. Secondly, observe the implementation of SW and PS at the group level. In total 7 groups have been studied and 19 respondents interviewed.
Findings: Results show that the central definition of the methods for standardized work does not by itself have a direct impact on success of implementation of SW at group level. The method of SW where similar on a general level in the different cases, but with varying levels of implementation at group level was applied. Results also show that key factors for a successful implementation of standardized work on group level are: Ownership of the process, Direct connection to result of process, Correct workload and Leader demand. Methods of PS at group level where dissimilar despite a superficially similar approach. The evaluation method used was successful in providing comparable results between the cases.
Research limitations: A limitation of this research is within the scale of the measurement, as it only examines the group level. The research is further limited to four companies and seven groups.
Originality/value of paper: This paper aims to fill a gap in the established measurement methods of lean, as it examines the abilities of SW and PS at the group level of a process. These abilities are often referred to as essential in lean theory. However, there has been little scholarly work in defining the methods of SW and PS or the key factors affecting the methods at an operational level.

Ilija Djekic

University of Belgrade, Faculty of Agriculture, Department of Food Safety and Quality Management, Nemanjina 6, 11080 Belgrade, Serbia

Dragan Zivanovic

Koncern Bambi-Banat ad, 11070 Novi Beograd, Serbia

Sladjana Dragojlovic

Koncern Bambi-Banat ad, 11070 Novi Beograd, Serbia

Radoslava Dragovic

Koncern Bambi-Banat ad, 11070 Novi Beograd, Serbia

Abstract

Background/Purpose: The objective of this paper was to evaluate effects of implementing lean manufacturing in a Serbian confectionery production company during a period of 24 months, emphasizing observed benefits and constrains. Company ‘case study’ is a leading confectionery producer in Serbia with annual production of more than 25,000 t.
Methodology/Approach: The research method was case study. The approach in implementing lean manufacturing was structured in five phases, as follows: (i) training, (ii) analysis of lean wastes on one technological line, (iii) choice of lean tools to be implemented in the factory, (iv) implementation of lean tools in production and maintenance, (v) development of continual improvement sector and further deployment of lean tools.
Results: Lean manufacturing tools implemented in the production process were visual control and single minute exchange of dies (SMED). Maintenance process implemented 5S with total productive maintenance (TPM) and problem solving sessions being the tools implemented in both processes. During the observed period, results of these tools showed the following: visual control tables initiated 61 improvement memos out of which 39% were fully implemented; a total of 2284 minor problems had been recorded, with over 95% of issues revealed in due time; total SMED time decreased for 7.6%; 19 problem solving sessions were initiated with 58% of solving effectiveness, and the remaining converted to on-going projects. In maintenance 5S improved from 29.9 to 60.3; overall equipment effectiveness (OEE) indicator increased from 87.9% to 92.3%; mean time between failure (MTBF) increased for 16.4%. Conclusion: As a result of all activities, 20 in-house trainings and 2 ‘kaizen’ events including motivational training have been initiated with 54 documents being revised and improved in order to contribute to more efficient processes.

Beata Starzyńska

Poznan University of Technology, Faculty of Mechanical Engineering and Management, Piotrowo Street 3, 60-965 Poznań, Poland

Abstract

Background/Purpose: Modern companies have found themselves in a situation where the ability for the dynamic adaptation to the changing market conditions is a key competitive advantage. Therefore they are continually searching for intensive ways of improvement of their processes and products. The basis for the implementation of such strategy is the efficient use of information resources. In quality management, appropriate tools and techniques equip decision-makers with information, necessary to take: correction, corrective, preventive, and finally – improvement actions.
Design/Methodology/Approach: The paper presents the results of the survey, conducted on a representative sample of manufacturing companies in Great Poland (region of Poland). The main goal of the survey was to ascertain, from the quality assurance perspective, what kind of problems, at which stage of production process are the most frequent and what kind of quality tools and techniques are used by practitioners for their solutions. Furthermore, the respondents evaluated the importance of appearing problems as well as the effectiveness of used tools.
Results: The results of the survey show that quality tools are most frequently implemented at the manufacturing phase of the production process, then at the production set-up stage and measurement phase. On the manufacturing phase example it was shown, which of the tools included in the survey, are effectively used for problem solutions, concerning the process inputs, process performance and management of the processes.
Conclusion: The obtained results allow contradicting the thesis spreading quality tools universality. In the context of production process stages, some of them are oriented towards selected phases and, such as, may be effectively used by practitioners.

Marlene Amorim

University of Aveiro, Department of Economics, Management and Industrial Engineering, Aveiro, Portugal

Maria João Rosa

University of Aveiro, Department of Economics, Management and Industrial Engineering, Aveiro, Portugal

Sandra Santos

University of Aveiro, Department of Economics, Management and Industrial Engineering, Aveiro, Portugal

Abstract

Background/Purpose: In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.
Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational, and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.
Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.
Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.

Damjan Maletič

University of Maribor, Faculty of Organizational Sciences

Matjaž Maletič

University of Maribor, Faculty of Organizational Sciences

Viktor Lovrenčič

C&G d.o.o. Ljubljana, Riharjeva ulica 38, 1000 Ljubljana, Slovenia

Basim Al-Najjar

Linnaeus University, School of Engineering, Sweden

Abstract

Background/Purpose: The purpose of this paper is to apply an analytic hierarchy process (AHP) for the evaluation/selection of maintenance policy.
Methodology/Approach: The paper adopts a case study approach of selecting most appropriate maintenance policy in the case of Slovenian paper mill company. Several steps of the AHP method are used in order to structure the decision-making process. Five possible alternatives are considered: failure based maintenance, preventive maintenance, total productive maintenance, reliability centered maintenance and total quality maintenance.
Findings: This paper proposes a framework for maintenance policy selection based on the AHP methodology. The framework was applied to select the most appropriate maintenance policy in a paper mill company. The results suggest that total quality maintenance is the most suitable concept for a paper machine. By performing a sensitivity analysis, it was revealed that the final outcome remained stable in all cases when the weights of the main criteria were increased for 25 percent.
Originality/value: The paper contributes to the literature by providing a framework for decision-making process regarding the maintenance policy selection. In addition, this paper utilizes an exponentially weighted moving average (EWMA) chart for performing a consistency test. Moreover, a sensitivity analysis also presents an important implication of this study.

Izabela Sztangret

Department of Market Policy and Marketing Management, University of Economics in Katowice, 1 Maja 50, 40–287, Katowice, Poland

Abstract

Background/Purpose: A growing interest in the concept of communities of practice (CoP) has been recently observed in several academic fields. They include organizational studies (the topics of knowledge management and organizational learning in particular) and education. However, the notion is used in various contexts. It is sometimes perceived as a social construct, but at some other times as a virtual community or informal group sponsored by an organization for the purpose of making it easier to share knowledge or learn.
Objectives: The main aims of the paper are: 1) to identify the main characteristics of the CoP in IT sector, 2) to identify and describe the knowledge management tools used by CoP, 3) and to identify and analyse customer knowledge of CoP.
Method: The research assumed an exploratory character. The case study and survey methods with application of structured questionnaire were used.
Results: The CoP is little effective form of stimulating business processes and market, despite application of a broad range of activities undertaken for the purpose of creation of the so-called knowledge communities by the entities of IT sector and internet activity declared by respondents.
Conclusion: Poor knowledge of CoP as well as the awareness of participation in its structures among the recipients, who are additionally active users of new technologies including mostly the Internet, may also be caused by the lack of experience in the sphere of studied knowledge-based relationships or priority character of ventures of directly measurable business results. Determinants of CoP creation and directions of its development may constitute an interesting area for further studies.

Mitja Jeraj

JPO d.o.o., Kobetova 22, 1000 Ljubljana

Abstract

Background/Purpose: Entrepreneurship and entrepreneurs become more and more interesting fields for a scientific research. This paper addresses the relationship between optimism, pre-entrepreneurial curiosity and entrepreneurial curiosity as three determinants of entrepreneurial psychology. Literature review showed optimism is important for entrepreneurs and influence them mostly in a positive way. Although entrepreneurial curiosity is important determinant for entrepreneurs and it was connected with entrepreneurial self-efficacy, openness, and company’s growth the connection with optimism remained unexplored until this research.
Methods: A multi-country empirical validation was conducted on a sample of entrepreneurs from Slovenia and USA. A structural equation modelling, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to develop a model, which complement theoretical predisposition and fit the data.
Results: The results of the study show that higher levels of optimism lead to higher levels of pre-entrepreneurial curiosity and higher levels of pre-entrepreneurial curiosity lead to higher levels of entrepreneurial curiosity.
Conclusions: The contribution of this study is manifold. From the theoretical view, a literature gap on the field of optimism and entrepreneurial curiosity combined is fulfilled and a structural equation model with optimism and entrepreneurial curiosity was established. Since openness, pre-entrepreneurial curiosity and entrepreneurial curiosity are related policy makers can test individuals according to their level of researched determinants and motivate more entrepreneurial perspective ones to become active in the entrepreneurship process. Thus, entrepreneurs can use these results to recruit more entrepreneurial oriented employees.

Su Mi Dahlgaard-Park

Institute of Service Management, Lund University

Jens J. Dahlgaard

Division of Quality Technology and Management, Linköoping University

Boštjan Gomišček

Faculty of Organizational Sciences, University of Maribor