This paper examines the design for quality aspect as not any static one time activity but a dynamic reality for the organisations. Authors developed and implemented a benchmarking tool for measuring quality design effectiveness by field survey. Even if mature, established and reputed organisations are time-tested for producing quality products, various index parameters were found where one company could prioritise their design improvement initiatives. This paper takes the design for quality issue beyond the predominantly static product prelaunch act to a continual dynamic endeavour of on-going nature, which was not addressed this way in prior literatures. Limitations exist both in its scale and scope, which require further research for establishing cross-case patterns. An implication will be to expand the ambit of field data from across the various other sectors towards building a consensus on dynamic design for quality management as a cornerstone for the general innovation structure management of the organisations.
With technological advancements, the availability of low-cost smartphones and internet connectivity, the online retail industry has gained traction. A pandemic-related lockdown has fuelled the fire. Consequently, it becomes important to identify the factors defining online retail service quality (ORSQ), which affect customer satisfaction and customer engagement behaviour. First, a qualitative study was conducted to identify ORSQ factors and reliability, ease of use, customer-friendly policies, problem handling and security were found to be the most vital ones for Indian consumers. Further, a quantitative study was attempted to determine the impact of ORSQ factors on consumer satisfaction and customer engagement behaviour. While testing these relationships, website familiarity was considered as a moderating variable between ORSQ factors and customer satisfaction. The findings of the study suggest that the identified ORSQ factors influence customer satisfaction and customer engagement behaviour in turn. The moderating effect of website familiarity was also established on customer satisfaction. For the analysis, Smart PLS 3.0 was used.
The automobile industry, on one hand, is facing stiff global competition in light of all major US, European and Asian car manufacturers entering at different price points in the Indian market while the other end is witness of customers becoming discerning and discriminately strong in demanding quality and value for ,:,oney. Hence the entire rule of the game pivots around the scopic perspectives of quality management systems III the organizations. The present study has been undertaken to evaluate the performance of selected four passenger car companies with regard to their pursuit to Total Quality Management(TQM) at input level i.e. Vendor Control and Control of Purchased Material. The paper unfolds performance of these players on selected dimensions and concludes with the fact that wide scope is still available for reaching to the global vistas.
The paper highlights post-production customer connectivity processes in an automobile manufacturing setup. Identity of post-production processes has been established as a unique in company service operations or pseudo-manufacturing activities. Consequently this research observes that handling these activities purely with a manufacturing focus or with a pure service focus would not be that effective. This paper in-turn proposes a new approach to powering the customer connectivity process in the last mile of a product's journey from manufacturing to market. The scenario has been addressed in three domains, viz., Post-Production pre-market functions, Product Installation, and Product Liabilities. Through a composite process map of the post-production situations it captures the order winning elements to pick up opportunities for the possible reinforcement of adding value for money in the last mile activities on the product from company to customer.
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