The Effect of Organisational Structure on Quality Management in Public Hospitals in a Developing Nation: A Comparative Study Between District, State and National Level Hospitals in Malaysia

Manaf Noor Hazilah Abd. The Korean Society for Quality Management 2006 The Asian Journal on Quality Vol.7 No.1

The objective of the study was to empirically assess the practice of quality management among employees of Malaysian public hospitals at the district, state and national level hospitals. Comparative analysis on the practice of quality management was made among the three groups of hospitals. Self-administered questionnaire was the main method of data collection. Twenty-three public hospitals throughout Peninsular Malaysia participated in the survey. Practice of quality management was found to be significantly higher in district hospitals than in the national referral centre, which is based in the capital city of Kuala Lumpur. However, there was no significant difference in perception of implementation outcome between the three levels of hospitals. Among the factors of quality management, teamwork was found to be significantly higher in district hospitals than in state hospitals and the national referral centre. Leadership and management commitment was found to be significantly higher in district and state hospitals than in the national referral centre. The effect of organizational structure could have an effect on practice of quality management.

National Process of Quality Management Education : The Swedish Example

Isaksson, Raine,Hansson, Jonas,Garvare, Rickard The Korean Society for Quality Management 2007 The Asian Journal on Quality Vol.8 No.2

The application of a process view, as complement to the traditional functional division, is often a way to highlight organisational improvement potential. This paper examines the process of providing university level education in quality management, using Sweden as an example. The purpose is to assess the performance of university education as part of the supply chain of providing quality management to a society. This has been done by studying the actual offering compared to a notional benchmark of best performance. Preliminary results indicate that there could be a significant improvement potential in both providing more education of the right type and in the right way. A lot of similar basic courses are given but with varying names, possibly reflecting difficulties in defining the area of quality management and its constituents. An important reason for the detected improvement potential seems to be the lack of ownership of the studied supply chain of providing university level quality education to the Swedish society.

A Study of General Reducing Criteria of Customer -Oriented Perceived Gap for Hotel Service Quality

Chen, Ching-Piao,Deng, Wei-Jaw,Chung, Yi-Chan,Tsai, Chih-Hung The Korean Society for Quality Management 2008 The Asian Journal on Quality Vol.9 No.1

In recent years, speedy development of Taiwan's hotel industry intensifies market competition, customers' demands on hotel services quality also increase with the increase of their consumption consciousness, and their demands on hotel types diversify, therefore hotel industry should concern on their unique management services quality brought by their different hotel types. The current designed service system or service transmission process may fail to meet customers' demands owing to emphasizing degree gap in service quality. What is worse, it is difficult for hotel industry to actualize complete customer segregation and to provide customized services, therefore comprehensive understanding of customers' demands on the service quality of different types hotels would contribute to operating management improvement of Taiwan hotel industry. This paper divides Taiwan hotels into three types: international tourism commercial type, holiday type and motel, the general hotels. It studies the emphasize degree gap in service quality between the industry and the customers. Data analysis shows that service quality gap (perceived gap) of hotels of different types exists in several quality aspects; what's more, the perceived gaps, service quality aspects, and its items of different types of hotel are also different. After an integrated analysis, this paper puts forward a general and customer-oriented quality item suitable for hotel industry to shorten the perceived gap of service quality, so that the hotel industry could design a service system and service transfer system, which could meet most lodging customers' demands in the context of pluralized customer sources.

Effect of Entrepreneurial Ecosystem Quality on Entrepreneurship Performance

이은지,조영주,Lee, Eun-Ji,Cho, Young-Ju Korean Society for Quality Management 2022 품질경영학회지 Vol.50 No.3

Purpose: As the public interest in entrepreneurship has been highlighted and entrepreneurship policies have been generated, this study is to construct Entrepreneurship Ecosystem (EE) models which have a significant relationship to national entrepreneurship with quantitative analysis. It aims to provide implications to EE policymakers that which national components are effective in cultivating innovative entrepreneurship and validate its EE quality based on quantitative performance goals. Methods: This study utilizes secondary data, categorized under the PESTLE factor from credible international organizations (WB, UNDP, GEM, GEDI, and OECD) to determine significant factors in the quality of the entrepreneurial ecosystem. This paper uses the Multiple Linear Regression (MLR) analysis to select the significant variables contributing to entrepreneurship performance. Using the AUC-ROC performance evaluation method for machine learning MLR results, this paper evaluates the performance of EE models so that it can allow approving EE quality by predicting potential performance. Results: Among nine hypothesis models, MLR analysis examines that the number of the Unicorn company, Unicorn companies' economic value, and entrepreneurship measured as GEI can be reasonable dependent variables to indicate the performance derived from EE quality. Rather than government policies and regulations, the social, finance, technology, and economic variables are significant factors of EE quality determining its performance. By having high Area Under Curve values under AUC-ROC analysis, accepted MLR models are regarded as having high prediction accuracy. Conclusion: Superior EE contributes to the outstanding Unicorn companies, and improvement in macro-environmental components can enhance EE quality.

The Failure Mode and Effects Analysis Implementation for Laser Marking Process Improvement: A Case Study

Deng, Wei-Jaw,Chiu, Chung-Ching,Tsai, Chih-Hung The Korean Society for Quality Management 2007 The Asian Journal on Quality Vol.8 No.1

Failure mode and effects analysis (FMEA) is a preventive technique in reliability management field. The successful implementation of FMEA technique can avoid or reduce the probability of system failure and achieve good product quality. The FMEA technique had applied in vest scopes which include aerospace, automatic, electronic, mechanic and service industry. The marking process is one of the back ends testing process that is the final process in semiconductor process. The marking process failure can cause bad final product quality and return although is not a primary process. So, how to improve the quality of marking process is one of important production job for semiconductor testing factory. This research firstly implements FMEA technique in laser marking process improvement on semiconductor testing factory and finds out which subsystem has priority failure risk. Secondly, a CCD position solution for priority failure risk subsystem is provided and evaluated. According analysis result, FMEA and CCD position implementation solution for laser marking process improvement can increase yield rate and reduce production cost. Implementation method of this research can provide semiconductor testing factory for reference in laser marking process improvement.

An Experimental Study to Improve Due-date Performance

Wang, Mei-Ting,Li, Rong-Kwei,Chen, Ching-Piao,Chen, Hsien-Ching,Tsai, Chih-Hung The Korean Society for Quality Management 2009 The Asian Journal on Quality Vol.10 No.3

Due-date performance (DDP) is a very important performance indicator for the companies. Thus, companies with a high hit rate would have greater competitive advantage; on the contrary, companies that delay customers' orders frequently would lose sales opportunities and reputations. Therefore, there were many academic studies and practical efforts to improve DDP in the past, but the problem of low hit rate still exists. In order to increase the hit rate, some companies have focused on reducing the variation, while others focus on production management, but is the real problem affecting the low rate variability or production management? This is indeed difficult to be validated through practice. Therefore, this study designed three scenarios, tested each scenario for 30 times, each test involved seven subjects. The tests were to provide counter-evidence in the Job Shop environment without variation. If the variation is the main factor of affecting hit rate, the rate at this time should be good; otherwise, the assumption that variation is the main cause is rebutted. The results demonstrated that production management planning is the main cause, and the method of enhancing the hit rate is obtained during the test.

Research on Value Creativity of Taiwan's Small and Medium-sized Enterprises

Tien, Shiaw-Wen,Chung, Yi-Chan,Tsai, Chih-Hung,Hsieh, Chia-Hsiang,Chen, Hung-Hsi The Korean Society for Quality Management 2007 The Asian Journal on Quality Vol.8 No.1

This research probes into the execution of small and medium-sized enterprises' value creativities by a difference analysis with different classifications, different capital, different turnover, different employees, and different established years. This study develop a questionnaire about value creativity with five dimensions and thirty-five items according to "Valuation" by McKinsey and Company, Inc. and Copeland et al., such as: "Aspiration and target," "Portfolio management," "Organization design," "Process management," and "Business and individual performance management." The results are as follows: (1) Most small and medium-sized enterprises (SMEs) have executed value creativities; (2) There is a difference in the execution of value creativities between the livelihood industry and the chemical industry; the execution of value creativities by livelihood industry is better than the chemical industry; (3) For value creativities of the execution of different capital and turnover for SMEs, bigger entities are better than smaller ones; (4) For the value creativities of the execution of different numbers of staff in SMEs, those with more staff are better than those with fewer staff; (5) For the value creativities of the execution of different established years for SMEs, those established longer are better than those established shorter.

Using Analytic Network Process to Establish Performance Evaluation Indicators for the R&D Management Department in Taiwan's High-tech Industry

Liu, Pang-Lo,Tsai, Chih-Hung The Korean Society for Quality Management 2007 The Asian Journal on Quality Vol.8 No.3

The high-tech industry is the economic lifeline for Taiwan. Its characteristics are short product life cycle, rapid changes in the market, and a high obsolescence rate for new products. Under globalization, the high-tech industry has adopted Information Technology (IT) to shorten the manufacturing process, reduce costs and conduct product research and development (R&D) to increase the core competence of enterprises and achieve the goal of sustainable operations. Enterprises should actively strengthen their integration with internal and external resources and lead in R&D management to increase industrial operating performance. Effectively managing operations and R&D management evaluation in Taiwan's High-tech Industry has become a critical subject. This study adopted 4 major Balanced Scorecard (BSC) perspectives to establish the Total Performance Evaluation Indicators for the R&D management department in Taiwan's High-tech Industry. The Analytic Network Process (ANP) was applied to evaluate the overall performance of the R&D management department. The research framework is divided into 2 phases. The first phase is combined with the 4 major perspectives, Financial, Customer, Internal Business Process and Learning and Growth, as the related indicators for each measurement perspective. The Key Performance Indicators (KPI) were selected using Factor Analysis to identify the key factor from the complicated indicators. The relationship between the characteristics of each BSC's evaluation perspective is dependence and feedback. This study applied ANP to conduct the calculation and adjustment of correlation between each KPI, and determine on their relative weights for the objective KPI. The "Financial Perspective" for R&D management department in Taiwan's High-tech Industry focused on the budget achievement rate of R&D management. The weight indicator value is (0.05863). The "Customer Perspective" focused on problem-solving satisfaction. The weight value of this indicator is (0.17549). The "Internal Business Process Perspective" focused on the quantity and quality of R&D. The weight value of this indicator is (0.13506). The "Learning and Growth Perspective" focused on improving competence in the research personnel's professional techniques. The weight value of this indicator is (0.02789). From the total weighting indicators, the order of the Performance Indicators for the R&D management department in Taiwan's High-tech Industry is: (1) Customer Perspective; (2) Internal Business Process Perspective; (3) Financial Perspective; and (4) Learning and Growth Perspective.

Customer Knowledge Management--A Case Study of Taiwan's Plastic Industry

Ho, Yung-Ching,Fu, Hsin-Pin,Niu, Chun-Fa,Chien, Pei-Hsiang The Korean Society for Quality Management 2004 The Asian Journal on Quality Vol.5 No.2

This paper investigates customer knowledge management activities of Taiwan's plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition-Development-Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.

Analysis about Korean Enterprise through China Excellence Performance Model and Comparison with China Enterprise

Ree, Sang-Bok,Ma, Yizhong The Korean Society for Quality Management 2009 The Asian Journal on Quality Vol.10 No.2

Industry competition environment is not being meaning of internal and external distinction. This may be phenomenon of globalization progress. In this time, we wish to examine present level in our enterprise and also analyze cause relation between 7 category of China Excellence Performance model which is modified Malcolm Baldridge Model and compare with China enterprise by using the same questionnaire with China. It is right opportunity to obtain information by comparing China enterprise with the Korea. This questionnaire composition and contents used as it is questionnaire contents that enforce in 2007 in China CAQ. The survey on Korea enterprises' is 509 by KSA in 2008, China is surveyed 1679 by CAQ in 2007. In Korea 'leadership', 'strategy planning', 'customer and market', 'measurement, analysis and improvement' 'resources management' and 'process management' stronger than China, but in China 'performance results' is stronger than Korea.