Search

This paper is based on a study of store loyalty, specifically related to the Kuwaiti context and addressing cooperative retail outlets. A critical review of store loyalty and the contributing factors of the literature that impact on consumer satisfaction are discussed, together with measuring approaches. The paper then discusses the proposed model, which is based on an empirical study involving consumers in Kuwait. It was established that, in general, business loyalty could positively and significantly be influenced by good management, image and customer services. [ABSTRACT FROM AUTHOR]

The aim of this paper is w demonstrate the need for an alternative to how those in the quality community think about continuous improvement in those business environments characterized by rapid change and uncertainty. This involves a re-examination of the role of error and a recognition of the weakness of conventional marketing techniques in understanding customer needs. Compared with conventional thinking about continuous improvement, the probe-and-learn process and rapid prototyping are presented as better suited to dynamic but uncertain business environments. Probe-andlearn is seen as a new form of Plan Do Check Act (PDCA) that underweights 'Plan' and overweights 'Do' in a rapid-fire iterative process. The author examines Beta testing as a mode of probe-and-learn. Finally it is argued that probe-and-learn is applicable throughout the production chain. [ABSTRACT FROM AUTHOR]

Since the early 1990s, there has been an organizational race to implement business process re-engineering (BPR). Many BPR methodologies and variations have been proposed by both academicians and practitioners, but a close look at the concept of BPR emerged from observing the practices of highly successful organizations in the 1980s and early 1990s. Thus, to understand truly BPR one has to learn from the world of organizational experience. It is vital to look at what others have done, their feedback, mistakes, results and overall approach to re-engineering. This paper provides a critical review of 79 case studies from the re-engineering literature. It introduces a review of a wide spectrum of case studies, studying the various approaches, methodologies and tools applied to assess the applicability of BPR concepts universally, the applicability within different organizational types and sectors, the actual results achieved, and the critical success factors and major challenges from the viewpoint of practitioners. [ABSTRACT FROM AUTHOR]

A structural model has been used for the measurement of business excellence where 14 interrelated latent variables are introduced. The model is based on well-established theories and approaches on business excellence behaviour and draws on currently used various quality dimensions. A typical example of business excellence index (BEI) for a group of companies is given using statistical methods. The BEI presented in this paper will allow the organization to compare diff erent areas of its business both directly and over time. A high score of BEI achieved by this method will encourage the organization to apply for the quality award. [ABSTRACT FROM AUTHOR]