DisPMO and DePMO as six sigma‐based forward‐looking quality performance measures

Setijono, Djoko

doi:10.1108/17542730810909356

Cited by 16 publications

(21 citation statements)

References 12 publications

(11 reference statements)

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“…Early work was conducted in the area of engineering (Kano, 1984). More recently, the Kano model has been applied successfully to diverse domains such as eco-design (Sakao, 2009), quality of life (Lepage, 2009), Six Sigma (Setijono, 2008), e-services (Nilsson- Witell & Fundin, 2005;Witell & Löfgren, 2007), employee satisfaction (Matzler, Bailom, Hinterhuber, Renzl, & Pichler, 2004), Sweeney, Morrison, Jarratt, and Heffernan (2009) Clear communication, assessment fairness, dynamic delivery, realworld knowledge, rapport Lincoln (2008) Nonverbal communication, enthusiasm, and rapport Voss, Gruber, and Szmigin (2007); Brown (2004) Competent, approachable, willing to answer questions, show flexibility and willing to explain things in different ways, treat their students as individuals Swanson, Frankel, and Sagan (2005) Knowledgeable, empathetic, friendly, helpful, reliable, responsive, and expressive Hill, Lomas, and MacGregor (2003) Knowledgeable, well organized, encouraging, helpful, sympathetic, and caring to students' individual needs Lammers and Murphy (2002) Knowledgeable, enthusiastic about their subject, inspiring, and helpful Andreson (2000) Enthusiastic, caring, and interested in the students' progress Husbands (1998); Ramsden (1991) Expertise McElwee and Redman (1993) Reliable: turn up to classes on time and keep records of student performance bank services (Bhattacharyya & Rahman, 2004), and Internet community bonding (Szmigin & Reppel, 2004). The Kano model posits that satisfaction is a multidimensional construct consisting of the following categories of quality elements (Kano, 2006; see also Lilja & Wiklund, 2006).…”

Section: Methodology: the Kano Model Of Satisfactionmentioning

confidence: 99%

“…More recently, the Kano model has been applied successfully to diverse domains such as ecodesign (Sakao, 2009), quality of life (Lepage, 2009), six sigma (Setijono, 2008), e-services (Nilsson-Witell & Fundin, 2005;Witell & Löfgren, 2007), employee satisfaction (Matzler, Bailom, Hinterhuber, Renzl, & Pichler, 2004), bank services (Bhattacharyya & Rahman, 2004), and Internet community bonding (Szmigin & Reppel, 2004). …”

Section: Methodology -The Kano Model Of Satisfactionmentioning

confidence: 99%

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Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction

Gruber

Lowrie

Brodowsky

et al. 2012

Journal of Marketing Education

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This research uses the Kano model of satisfaction to investigate professor characteristics that create student satisfaction as well as those attributes that can cause their dissatisfaction. Kano questionnaires were handed out to 104 undergraduate students at a university in the Southwest and to 147 undergraduate students at a university in the Midwest of the USA. The two resulting Kano maps show the same delighting attributes while other satisfaction attributes are also similar.The findings reveal the importance of the personality of professors and the characteristics of professors which: a) are desired by students, b) are not desired by students, c) impact student satisfaction the most, d) impact satisfaction the least. The results also demonstrate how professors and universities can focus attention on those attributes most likely to influence satisfaction. No attributes of professors are classified as basic or taken for granted factors by students, while three attributes are excitement factors that have the potential to delight students. The findings illustrate that there is a set of multiple attributes that professors need to possess for satisfying studentprofessor classroom service encounters. Student populations appear to show strong similarities in their preferences for characteristics of professors that lead to satisfaction and dissatisfaction outcomes. 3 Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction: A Comparative StudyIncreasingly, higher education is being regarded as a service industry and universities are beginning to focus more on meeting or even exceeding the needs of their students (Davis & Swanson 2001;DeShields, Kara, & Kaynak, 2005). As a consequence, the evaluation of students' satisfaction becomes all the more important to institutions that want to retain current and recruit new students (Helgesen & Nesset, 2007). Research indicates that the recruitment of students is several times more expensive than their retention (Joseph, Yakhou, & Stone, 2005) and so student retention becomes an important management task for universities which gives rise to increasing emphasis on student satisfaction with the learning experience (Lala and Priluck, 2011).. In this regard, Arambewela, Hall, and Zuhair (2006) regard student satisfaction as a key strategic variable in maintaining a competitive position, with long-term benefits arising from student loyalty, positive word-of-mouth and image of the higher education institution.Consequently, increasing levels of student satisfaction and decreasing sources of dissatisfaction would be beneficial to universities (Douglas, McClelland, & Davies, 2008). Finally, Appleton- Knapp and Krentler (2006) suggest that students' satisfaction with their educational experiences should be a desired outcome in addition to learning and knowing.Although higher education institutions are beginning to see themselves as part of the service industry, there is a debate on whether students are customers (Desai, Damewood, & R...

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Section: Methodology: the Kano Model Of Satisfactionmentioning

confidence: 99%

Section: Methodology -The Kano Model Of Satisfactionmentioning

confidence: 99%

Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction

Gruber

Lowrie

Brodowsky

et al. 2012

Journal of Marketing Education

View full text Add to dashboard Cite

show abstract

“…More recently, however, the Kano methodology, has been applied successfully to diverse domains such as ecodesign (Sakao, 2009), quality of life (Lepage, 2009), six sigma (Setijono, 2008), e-services (Nilsson- Witell and Fundin, 2005;Witell and Löfgren, 2007), employee satisfaction , bank services (Bhattacharyya and Rahman, 2004), internet community bonding (Szmigin and Reppel, 2004), and tourist satisfaction in Singapore (Pawitra and Tan, 2003).…”

Section: The Kano Theory Of Attractive Qualitymentioning

confidence: 99%

Analysing the preferred characteristics of frontline employees dealing with customer complaints

et al. 2011

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PurposeThis paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research aims to investigate whether the same phenomenon holds true for attributes of service employees.Design/methodology/approachData were collected using Kano questionnaires from 272 respondents with complaining experience in the UK and Saudi Arabia, these being two countries at different stages of service sector development.FindingsThe analysis of the Kano questionnaires for the UK reveals that complaining customers take the contact employee's ability to listen carefully for granted. The Kano results for Saudi Arabia clearly indicate that complaining customers are (still) easier to delight than their UK counterparts.Research limitations/implicationsEven though the study has a sample size similar to several existing Kano studies, future research studies could still use larger probability samples that represent the broader (complaining) consumer population in the selected countries.Practical implicationsIf companies know what complaining customers expect, frontline employees may be trained to adapt their behaviour to their customers' underlying expectations. For this purpose, the paper gives several suggestions to managers to improve active complaint handling and management.Originality/valueThe study adds to the understanding of effective complaint handling. The findings are the first to show that employee factors that are performance factors in a highly developed service economy can still delight customers in a less developed service economy.

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“…Notwithstanding, though most of the publications on Six Sigma and its applications have been written by consultants and practitioners, theoretical work on Six Sigma has been developed by very few academic scholars (Schroeder, Linderman, Liedtke, & Choo, 2008). Researchers such as Ravichandran (2006aRavichandran ( , 2006bRavichandran ( , 2007Ravichandran ( , 2008Ravichandran ( , 2012 and Setijono (2008Setijono ( , 2009Setijono ( , 2010 have shown interest in the theoretical work related to Six Sigma. It is well known that in the arena of quality, a unit of a product is said to be defective if it fails to meet the preset specifications of the quality characteristic that is critical-to-quality (CTQ).…”

Section: Introductionmentioning

confidence: 98%

Estimation of DPMO and EGPMO for higher-the-better and lower-the-better quality characteristics for quality evaluation

Ravichandran

2015

Total Quality Management & Business Excellence

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Whenever specification is provided for a measureable quality characteristic, under normality assumption, the defects per million opportunities (DPMO) can be computed by taking into account both the tail probabilities. This implies that a unit of a product is declared defective if a measurement on quality characteristic falls either below the specified lower limit or above the upper limit. However, there are practical situations, where a unit is said to be defective if the measurement either falls below the lower limit (higher-the-better) or falls above the upper limit (lowerthe-better). Under this circumstance, the DPMO needs to be computed taking into account the appropriate tail probabilities (left or right). In this paper, the aspects of Six Sigma are used to decide the upper and lower sigma quality limits for these two cases. Followed by this, the DPMO is estimated accordingly. Probabilities of far good units, that is, extremely good parts per million opportunities (EGPMO), of the quality characteristic are also determined. It is discussed about how DPMO and EGPMO help in evaluating the overall quality level of the process/product of interest. The procedure is illustrated with numerical examples.

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DisPMO and DePMO as six sigma‐based forward‐looking quality performance measures

Cited by 16 publications

References 12 publications

Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction

Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction

Analysing the preferred characteristics of frontline employees dealing with customer complaints

Estimation of DPMO and EGPMO for higher-the-better and lower-the-better quality characteristics for quality evaluation

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