Purpose – The purpose of this paper is to present a case of integration between the processes modeling by using the Value Stream Mapping (VSM) and the Thinking Process of the Theory of Constraints (TP-TOC) through the analysis of productive processes of an organization, indicating the complementary aspects between them and their benefits to the organization. Design/methodology/approach – The paper uses a company of the Brazilian automotive industry as the administering site. The research began by identifying the organization's processes and choice of a family of products to model according to the VSM approach. The integrated view between the losses in the process (VSM) and the unwanted effects of the adding value process were analyzed by using the Current Reality Tree. After the analysis, different improvement procedures are proposed based on the lean principles. Finally, a work plan is presented based on the previous steps aiming to achieve the proposed future state. Findings – The analysis of this case helps to understand and identify the causes of the current problems in the processes studied, providing an integrated view between the losses in the process and the prioritization of steps for the elimination of such losses. The approach in its initial administration was robust and the solution steps were promising. By integrating these approaches, it was possible to verify improvement opportunities by identifying the losses and the basic causes that sustain the unwanted effects in the processes at the same time. Originality/value – The study proposes an approach that enables a systematic and systemic analysis of the processes at organizations through the combined use of process modeling through the VSM and TP-TOC. Simultaneously, the losses in the processes and the unwanted effects are identified. Thus, through the construction of an effect-cause-effect robust logic, both losses in particular and the unwanted effects in general can be prioritized in order to maximize the improvement efforts in the processes.

Purpose – The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university. Design/methodology/approach – The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service and a numerical survey to assess preferences and evaluations of 252 users, regarding indicators of e-service quality, as well as a global degree of satisfaction with the overall e-service. Multivariate and structural techniques helped extracting guidelines for improving perceived quality. Findings – The authors refined a scale by factor analysis, remaining five dimensions and 15 items. The five dimensions are: trust, convenience, responsivity, empathy and personalization. The authors found out that trust, responsivity and empathy, at a 0.01 level, are directly related with the overall satisfaction with e-service. Research limitations/implications – Specific results are not generalizable to others universities, but the method can be replicated in others e-service providers. For continuity, the authors recommend multicriterial methods for prioritizing indicators. For confirmatory analysis, the authors suggest a new survey with a larger sample, aggregating new indicators by more qualitative research. Practical implications – The method can help universities to evaluate and eventually reformulate their strategies in dealing with e-services users. Originality/value – The paper helps clarify how to structure and organize indicators related to e-service perceived quality and how to identify those activities that can help managers to improve it.

The present study analyzes aspects of the application of the Design Science Research (DSR), identifies the problem classes, as well as the contributions and limitations in the implementation of the method in the various areas and subareas of Industrial Engineering. The research uses the method of systematic literature review through a review of articles using the Atlas.ti 8 software, it performs network analysis for classification by area and grouping by similarities, analyzing the aspects proposed in the objective of the study. Through investigation, it offers theoretical and practical contributions. First, it provides a comprehensive view of how DSR has been applied in research, identifying problem classes, artifacts, and classification areas in Industrial Engineering. Similarly, it contributes to a research agenda to replicate the method in emerging areas.

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Há vários atores que participam de um ecossistema de inovação, entre eles as Universidades empreendedoras (YAGHMAIE; VANHAVERBEKE, 2019). Entretanto, os modelos de implementação da universidade empreendedora são incompletos e na literatura há poucos esforços que buscam mapear e planejar as demandas para que universidade se torne parte de um ecossistema de inovação. (DE MOURA et al., 2019). Diante deste contexto, esta pesquisa se propõe a identificar quais são os fatores críticos de sucesso para implementação da universidade empreendedora na visão da comunidade científica brasileira. A partir de uma revisão sistemática da literatura, foi conduzida uma meta-síntese qualitativa sobre universidades no contexto dos ecossistemas de inovação por meio do Literature Grounded Theory (LGT). Além do mapeamento da literatura, os resultados identificam os fatores críticos de sucesso para participação de universidades em ecossistemas de inovação. Tais fatores tem em sua origem relações de causa e efeito que puderam ser descobertas por meio da identificação de regras de associação entre os estudos analisados, o que até então, não havia sido mapeado na literatura. A partir desta análise as universidades podem identificar as demandas e planejar as ações estratégicas para criação, inserção ou adequação, bem como rever seu modelo de atuação em ecossistemas de inovação.

PurposeThis study responds to calls from industry and the literature to cope with the enormous challenges faced by companies operating in competitive business sectors. The main objective of this paper is to investigate how managers can optimise product quality and process efficiency of complex systems.Design/methodology/approachIn this paper, a design of experiments (DoE) method was used to improve the development of complex products and manufacturing processes in the industry of automotive audio components. To identify the optimal combination that minimises quality problems occurring with subwoofer speakers in the marketing, this study proposed a full Factorial experiment 24 with three replications in a single block summarised in an analysis of the interaction among the factors.FindingsThe research findings revealed the factors and levels regarding both the product development and manufacturing processes that significantly impact the quality and reliability performance of the subwoofer speaker analysed. The findings from the article allowed the company to prioritise internal improvements to enhance product quality and process efficiency. Other automotive firms will benefit from the research findings obtained.Practical implicationsFrom a managerial perspective, this research presented the DoE methodology as a real opportunity to deal with the inherent complexity of the manufacturing process in the automotive audio components sector. This research assist managers with insights into how they can improve the quality performance in production systems and in the market.Originality/valueThis study is an original contribution to the advance of theory and empirical implementation of DoE in competitive industrial sectors.