International Journal for Quality Research

6

Authors: Elizabeta Mitreva

There is only one way towards a successful market economy. You must be better and faster than your rivals. Only those that might win the market with special products/services may secure their existence. Each company is creating a quality model of the services according to the needs of the consumers that are based on the request of what exactly is needed from a certain enterprise to be done in order to meet all the needs. All of these can be achieved when all needs and desires of the consumers/ costumers are being met. Paying attention of the desires, needs of the consumers and the attempt of the companies to satisfy their needs would increase the contentment of the customers and would allow acompetitive advantage. This paper provides an analysis for gathering data regarding the contentment of the consumers upon the quality of products/services. Also, it should point out the measures that need to be taken by the companies in order to improve their contentment. As for the results that have been received from the research, the need of using adequate methodology for designing and implementing the TQM (Total Quality Management) system is being imposed. The advantage of the using the TQM system is not only the increasement of the business results of the domestic companies that further on would serve as a starting power for continued improvement. Also it increases the dedication of the top management and the employees towards improvement of processes, consumers' content, auctioneers, delivery persons and the community.

6

Authors: Aysegul Akdogan Eker, Bedri Onur Kucukyildirim

Nanotechnology concept which has added a new dimension to our lives in recent years, is finding a place in every sector day by day. The combined effect of nanotechnology is almost equal to the industrial revolution of last 200 years and have is able to fill all developments in a few years. However this development should be taken under control. Otherwise unstoppable new structures will not ease life but will be a problem for humanity. For this purpose, the main parameters (from the start up stage of nano-technologic applications to the obtained product) should be checked. These parameters are actually not different than the adaptation of the classical quality indicators for nanotechnology applications. Especially it plays an important role in obtaining a uniform distribution and regarding the features of the end product in nano-technological ceramic and etc. applications. The most important problem faced in particles of that size is the accumulation they create. Another problem is the increasing friction force as size gets smaller. The friction force of asubstance increases proportionally with the cube of its surface area. Another problem is surface tension. The increasing surface tension due to increasing surface area will cause the particles to attract and stick to each other. The structures aimed to be obtained are mostly complex and especially in upwards approach, it is thermodynamically very hard for the atoms to get into that order. Therefore in this announcement, we stated the quality parameters that will be taken into consideration in nano-technological applications and the methods for obtaining those parameters. The aim is to explain these parameters with all dimensions so that they will lead the way to the future nano-technological applications.

8

Authors: Tu Runsheng

Background of the topic: The unusual significance of quality has been found, attribute quality concept (quality is the general nature of its supporter) has been found, the quality exchange law and the standard to one's liking with quality have been advanced in the process that present wit research the connotation of quality and the value of quality. (2) Current issue: The theory of knowledge economy, the theory of quality first, the theory of distribution according to work and the subjective quality concept all have theirs aggravated limitation. (3) the purpose of this research: Propel the theory of quality forward strengthen the confidence of quality people, spur them to apply quality knowledge and improve their behavior quality in their work, quicken the tempo human to raise the living quality finally. (4) Research method and conclusion: The conclusion of "behavior quality decides resources created, owned and disposed and can further decide the living state and the developing state of personality, organization, nationality and county" has been epitomized out by analyzing the connotation of quality concept, the value of quality and society law; the theory of quality world have obtained. The main reasons that behavior quality decides resources appropriated and disposed are the action of natural law, society law, the system of society value. The specific important reasons still are: the consciousness of protecting good and punishing inferior, popular feeling is partial to the things of high quality; Behavior is controlled by the ideology (thinking) of fair deal; Behavior quality decides the efficiency of work; Quality has value; the latent rule about mankind to continue and excellent.

10

Authors: V. Narasimham, K. Venkatasubbaiah, P.S. Avadhani

As a developing country, economic and environmental performance has to be balanced in India. Green supply chain management (GSCM) is emerging as an important proactive approach for Indian enterprises for improving environmental performance of processes and products in accordance with the requirements of environmental regulations. This study examines the consistency approaches by confirmatory factor analysis that determines the construct validity, convergent validity,construct reliability and internal consistency of the items of Sustainable supply chain management (SSCM) requirements. This study examines the consistency approaches by Confirmatory factor analysis that determines the adoption and implementation of Sustainable supply chain management activities in small & medium scale industries. The requirements include Management commitment, customer coordination, sustainable design & production, green procurement and eco logistics for sustainable supply chains. This study suggested that the five factor model with eighteen items of the sustainable supply chain design had a good fit. Further, the study showed a valid and reliable measurement to identify critical items among the requirements of sustainable supply chains.

12

Authors: Karin Kandananond

This research aims to evaluate the performance of the exponentially weighted moving average (EWMA) control chart under the situation that the observations are autocorrelated. Three autoregressive integrated moving average (ARIMA) models, AR (1), ARMA (1, 1) and IMA (1, 1), and a step func tion were utilized to characterize the process model. The auto correlated observations were monitored by the exponentially weighted moving average (EWMA) chart and the average run length (ARL) was used as the performance index. A response surface method, Box- Behnken design, was utilized to carry out the optimal design of the EWMA parameters, λ and L, while the robustness of the control chart was still maintained when there was no shift in the process. The empirical results show that the auto correlation has asignificant effect on the value of the ARL, i.e., the ability to detect a special cause and the occurrence frequency of a false alarm. Another important finding is that, under the autocorrelated situation (both stationary and non-stationary), the control limits of the EWMA chart should be narrowed down to L = 2 for the best performance. On the other hand, the value of λ does not seem to have a significant effect on the ARL except only when the observation follows ARMA (1, 1). Moreover, the results also reveal that the size of a shift will impact the detection sensitivity of the EWMA to a shift only when the process is stationary. According to the study, if the EWMA chart utilized under the autocorrelated environment is appropriately designed, the practitioners on the shop floor will have a state of the art guidelines for achieving the highest possible performance when deploying the EWMA chart.

14

Authors: Shahab Alam Malik, Laeeq Hassan Jaswal, Shujah Alam Malik, Tahir Mumtaz Awan

This study aims to descriptively analyze different service quality attributes and ranking of services in renowned and successful restaurants. A sample of 407 customers of 10 reputed restaurants was gathered, operating in vicinity of twin cities of Islamabad and Rawalpindi of Pakistan, using abilingual survey instrument to measure service quality perceptions of customers.Five service quality attributes of restaurant staff, tips, tangibles, convenience, and food quality were used and their relationship with overall satisfaction was measured. Besides, key reasons to visit a restaurant were also inquired. Majority of the participants was comprised of private sector employees and students. Results of current study will be beneficial for the restaurants' managers in knowing customers evaluations and formulating future strategies accordingly.