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The aim of study is to prioritize resilient capabilities required for an Industry 4.0 manufacturing business. These capabilities are prioritized considering the barriers faced by their supply chains in becoming resilient. After the review of literature and discussion with experts from the case company and other supply chain professionals, the barriers and resilient capabilities were shortlisted. The study utilized a hybrid of AHP-fuzzy TOPSIS technique to provide weights to the criteria variables (here barriers) and rank the alternatives (here resilient capabilities). Five criteria of barriers were identified for the purpose of the study, namely, strategic barriers, technological barriers, cultural barriers, individual barriers, and organizational barriers. Twenty-three subcriteria were identified for these barriers. Six capabilities were decided upon to be prioritized out of which planning capabilities were obtained to be the most important followed by collaborative, agile, supply chain design modification capability, interoperability, and supply flexibility. The study attempts to fill the gap identified in the literature regarding the lack of studies on supply chain resilience barriers. It therefore provides a realistic framework to prioritize the resilience capabilities required for mitigating such barriers.

PurposeThe present study aims at developing a model to quantify supply chain resilience as a single numerical value. The numerical value is called resilience index that measures the resilience capability of the case company's supply chain. The model calculates the index value based on the interactions between the enablers of supply chain resilience and its dimensions.Design/methodology/approachGraph theoretic approach (GTA) is used to evaluate the resilience index for the case company's supply chain. In GTA, the dimensions of resilience enablers and their interdependencies are modelled through a digraph. The digraph depicting the influence of each dimension is converted into an adjacency matrix. The permanent function value of the adjacency matrix is called the resilience index (RI).FindingsThe proposed approach has been illustrated in context of an Indian automobile organization, and value of the RI is evaluated. The best case and the worst-case values are also obtained with the help of GTA. It is noted from the model that strategic level dimension of enablers is most important in contributing towards supply chain resilience. They are followed by tactical and operational level enablers. The GTA framework proposed will help supply chain practitioners to evaluate and benchmark the supply chain resilience of their respective organizations with the best in the industry.Originality/valueA firm can compare the RI of its own supply chain with other's supply chain or with the best in the industry for benchmarking purpose. Benchmarking of resilience will help organizations in developing strategies to compete in dynamic market scenario.

PurposeThe study tries to identify the barriers influencing supply chain resilience and examine the inter-relationships between them. These relationships are built on the basis of how one barrier drives or is driven by the changes in another barriers.Design/methodology/approachIn the first phase, literature review and with due discussion with experts, the barriers have been identified and shortlisted for an Indian automotive case company. In the second phase, total interpretive structural modelling (TISM) has been applied to examine inter-relationships between the barriers for an Indian automobile case company. Matrice d'impacts croisés multiplication appliquée á un classment (MICMAC) analysis has also been performed to analyse the driving and dependence power of the barriers.FindingsIn total, 11 barriers are identified from the first phase of the study. In the second phase, the TISM digraph is created which qualitatively explains the reason behind how one barrier leads to another. MICMAC analysis classifies these variables in four clusters namely autonomous, linkage, dependent and independent. These clusters characterise the barriers based on their driving and dependent power which helps managers in strategically tackling them while taking understanding from the TISM digraph.Research limitations/implicationsThree research implications can be made from the study. First, a comprehensive definition of supply chain which helps in understanding of resilience based on disruption phases and recovery. Second, 11 barriers are identified which hinder resilience in automotive sector. Their relationships are modelled using TISM which also gives why a particular relationship exists. Last, MICMAC analysis classifies barriers based on how high or low the driving and dependence power exists.Practical implicationsThe study offers significant implications for supply chain managers helping them in building resilience by identifying barriers and reducing their effect. Barriers are identified for case company which might help managers to tackle them during disruptions. The final TISM digraph depicts the “why” between the inter-relationships between the barriers to resilient supply chains. TISM shows that non-commitment of top management is the major root barrier which has been causing the other problems. MICMAC analysis is also performed along with discussion as to how autonomous, linkage, dependent and independent barriers can be tackled to build resilience.Originality/valueTISM is considered as an effective methodology for conceptual framework development as it also explains “why” between the relationships besides explaining the “what” as against ISM. Identification and understanding of barriers and their interrelationship will help supply chain managers to analyse the influence and inter-dependence of barriers on the resilience of the supply chain. Such understanding will help in mitigating/averting these barriers hence improving the resilience capability. It also adds to the knowledge base in the area of supply chain resilience where several authors have pointed the lack of research.

In today’s hyper competitive world successfully managing the service quality for e-transaction is very important for the success of banks. Researchers in past have advocated on the importance and relations of measurement and monitoring of e-service quality with profitability and competitiveness, but very few researchers have attempted to explore the area of e-service quality in banks. It is necessary for banks to understand e-service quality factors to launch a e-service improvement drive. Also, it is necessary for the banks to understand their interrelationships and rank them and identify the key factor and take necessary actions for improvement. This paper presents a unique approach addressing all the needs such as: (a) Identification of e-service quality factors, (b) Understanding hierarchy structures for ranking, (c) DEMATEL for analyzing the cause and effect relationship among the identified factors of e-service quality. Further, this research also proposed TOPSIS (Technique for Order Preference by Similarity to an Ideal Solution) for comparison of banks. The findings of this paper have very implications and can help in guiding the banks for improvement of e-service quality.

Purpose This study aims to identify and analyse the main enablers of knowledge management (KM) in improving the logistics capabilities of Indian organisations and develop a model based on the contextual relationship among the identified enablers. Design/methodology/approach Initially, this study uses a systematic literature review and questionnaire-based survey approach to identify the enablers of KM; and later, total interpretive structural modelling (TISM) was used to evolve mutual relationships among the identified 11 enablers for developing a hierarchical model. Findings The results of the analysis show that enablers, namely, organisational structure and leadership, application of advanced information and communication system, collaboration with established stakeholders and organisational learning and innovative approaches are identified as main enablers for improving the logistics capabilities of Indian organisations. Research limitations/implications This study provides useful implications for the researchers working on exploring the role of KM enablers in improving the logistics capabilities of organisations. Practical implications This study provides rich practical implications for the manufacturers, supply chain managers, logistics service providers and logistics consultants involved in the decision-making process. They can focus majorly on knowledge creation and knowledge storage processes to improve the logistics performance of their respective organisations. Originality/value This study is an attempt to identify the enablers of KM that could improve the logistics capabilities of Indian organisations. The application of the TISM method to develop a theoretical framework is the novel contribution of this study.

There are numerous studies on food loss on the demand side examining consumer behavior towards food choice and food waste generation at the household level. In this paper, we target food loss on the supply side, with a focus on the industrial food processing environment. More specifically, we map food loss in each processing stage, that is sustainable operations. Primary data were conducted through a survey (complemented with observations and documentary analysis) in 47 food processing companies in Belgium to identify hotspots and quantify food loss. The findings show that processing is by far the most important food loss hotspot. While transportation, changeover, interrupted production, human errors and product effects at this stage often lead to substantial or excessive losses, causes of food loss during packaging and before or after production have a smaller impact. At subsector level, however, there are substantial differences with respect to the most important causes. The originality of this research can be evaluated in three ways: one, identifying hotspots of food loss in the industrial processing environment; two, measuring the magnitude of losses across different product categories and causes and three, how sustainable operations plays a significant role in food loss prevention.

The Objectives of this paper are to use Interpretive Structural Modeling (ISM) for establishing interrelationships among the enablers of supply chain competitiveness. This paper develops an interrelationship among these enablers in a hierarchal form using ISM. At one side, this paper try to analyses a less explored area of supply chain competitiveness, on the other side, the paper throws some light on the introduction and use of a strong tool i.e. ISM, to develop relational models of variables of any system or network.

The aim of this study is to present an overview of the technological advances in the field of robotics developed for assistance with activities of daily living (ADL), and to present areas where further research is required. Four databases were searched for articles presenting either a novel design of one of these personal care robotic system or trial results relating to these systems. Articles presenting nine different robotic personal care systems were examined, six of which had been developed after 2005. These six also all have publications relating to their trials. In the majority of trials, patient independence was improved with operation of the robotic device for a specific subset of ADL. A map of the current state of the field of personal care robotics is presented in this study. Areas requiring further research include improving feedback and awareness, as well as refining control methods and pre-programmed behaviors. Developing an affordable, easy to use system would help fill the current gap in the commercial market.

The application of VSM is a proven approach for lean-based improvements. Typically, this becomes challenging, when applied for complex production environments. The purpose of this research is to demonstrate, how with some approximations and simplifications in VSM application, lean can be successfully achieved in these environments. The research follows case study method and systematically guides about the segregation and treatment of non-value-adding(NVA) and value-adding (VA) activities of heavy-duty industrial power transformer making process. The focal company operates in engineer to order (ETO) and high-mix low-volume (HMLV) environments. With a research team using gemba walks and systematic questioning technique, relevant data were collected for mapping. Taguchi method was also applied for one of the critical steps, which was influencing cycle time and energy requirements. The generalisable findings endorse the strengths of approach for lean by addressing wastes and cycle time reduction. The study establishes that VSM application-based lean messages remain same for both simple and complex environments. It also exposes that non-compliance of VSM assumptions' and micro-concepts' are the root causes for application complexities. The study also offers useful insights and practical guidelines to facilitate lean in ETO, construction and HMLV production environments. Scopus

Pattern recognition based myoelectric control has been widely explored in the field of prosthetics, but little work has extended to other patient groups. Individuals with neurological injuries such as spinal cord injury may also benefit from more intuitive control that may facilitate more interactive treatments or improved control of functional electrical stimulation (FES) systems or assistive technologies. This work presents a pilot study with 10 individuals with cervical spinal cord injury between A and C on the American Spinal Injury Association Impairment Scale. Subjects attempted to elicit 10 classes of forearm and hand movements while their electromyogram (EMG) was recorded using a cuff of eight electrodes. Various well-known EMG features were evaluated using a linear discriminant analysis classifier, yielding classification error rates as low as 4.3% ± 3.9 across the 10 classes. Reducing the number of classes to five, those required to control a commercial therapeutic FES device, further reduced the error rates to (2.2% ± 4.4). Results from this study provide evidence supporting continued exploration of EMG pattern recognition techniques for use by high-level spinal cord injured populations as a method of intuitive control over interactive FES systems or assistive devices.

Purpose – The purpose of this paper is to explore the perception of Indian logistics managers and employees engaged on the steel sector having knowledge and exposure on the logistics network and logistics cost in Indian steel sector using descriptive analysis. Design/methodology/approach – To address the research questions, a survey-based empirical study was carried out in a representative sample of 226 from different levels like managers, senior managers, presidents and vice presidents and general managers at the operational levels at reputed steel industries having annual turnover of 250,000 dollars. All 226 responses received and analyzed descriptively and the results presented. Findings – The result showed that 83 percent of the respondents perceived the importance of network mapping and the elements of logistics cost with reference to the total overall logistics cost on the context of Indian steel industry. At the same time, poor infrastructure and port inefficiency were the main barriers for increasing the logistics cost as perceived by the respondents. Research limitations/implications – The sample is restricted to the logistics networking and the elements of logistics cost in Indian steel industry only. So caution needs to be exercised in generalizing the results Practical implications – In order to achieve the cost level at other developed and developing nations, the government of India should give focus on infrastructure development, improvising the exiting road condition and sea port development so that bigger size vessels can call to Indian ports for direct delivery of goods without any transshipment. Further, government of Indian needs to promote the multi modal logistics providers for timely evacuation of material as per the demand of industry requirements. Social implications – In India, it is visualized that logistics company have an advantage of cheap availability of labor but on the other side have to manage high cost of logistics. Typically, the total cost on inbound logistics taken into consideration which is around 16-18 percent of the turnover whereas, the world average is around 7-8 percent. Originality/value – To the best knowledge of the authors this study is the first attempt to survey the perception of logistics managers on logistics networking and cost elements on the overall logistics cost incurring on steel manufacturing companies in India.

Purpose – The purpose of this paper is to understand the role of economic and social factors influencing the logistics cost for the Indian steel sector and its relationship with the service quality. Design/methodology/approach – A structured questionnaire survey is used for the data collection in this research. The questionnaire included different elements of logistics cost on inbound and outbound logistics, and service quality. Findings – This research identified various significant elements of logistics cost for Indian steel sector and observed its relationship with transportation cost, warehousing cost and administrative cost. The findings of this study showed positive relationship between logistics cost and service quality. Research limitations/implications – The data for this study is cross-sectional; it is recommended that future studies can gather it longitudinally. This will help in gaining deeper understanding of the cause and effect relationship among the variables. The findings of this study are very useful in identifying the suitable training directions. Practical implications – Logistics is very critical factor in deciding the competitiveness of steel sector globally. Particularly for steel manufacturing the inbound logistics is more critical as compared to outbound logistics both in terms of volumes and costs. Social implications – For the Indian steel manufacturing companies, the logistics cost is very high as compared to other developed countries. Total logistics cost on inbound movements taken into consideration is around 16-18 per cent of material turn-over whereas; the world average is around 7-8 per cent. Originality/value – To the best knowledge of the authors, this study is the first attempt to study the relationship of logistics cost elements on the service quality in the context of Indian steel manufacturing sector. The logistics cost in steel industry is considered as one of the top performance measurement of the entrepreneur in this research.

Purpose – In today’s highly competitive business scenario, advertising symbolizes one of the key marketing activities. The purpose of this paper is to understand the relationship between advertisement effectiveness and consumer buying behavior for major automobile companies of central India. Design/methodology/approach – A judicious mix of qualitative (focus group and Delphi technique) and quantitative (structured questionnaire survey) research methods was used for the present study. Findings – Study found that for automobile sector, effective advertisements have a positive impact on consumer buying behavior. It suggests that customer’s attitude can be shaped favorably through effective advertising. Automobile companies must arrange special training sessions and learning programs for their sales force to ensure supportive customer purchasing behavior. Research limitations/implications – The scope of the present study is limited to major automobile companies of central India only. Although, the findings can be interpreted and generalized in a global business scenario. Originality/value – The research work is first of its kind that attempts to study the impact of effective advertising on consumer buying behavior in Indian automobile context. The findings and recommendations can be used for strategic planning of training sessions and workshops for different stakeholders in automobile industry.

Increases in the rates of chronic disease and an aging population have created a demand for new forms of preventative care and proactive health monitoring technologies. While senior populations may be hesitant to adopt wearable technologies, the ability to retrofit assistive devices already in use by the individuals may provide a major stepping stone for increased adoption rates and monitoring abilities. Design of such systems often exhibit challenges with respect to sensor selection, placement, and consequently, reliability and usability of the system in real-world environments. As part of a growing line of smart assistive devices, this work presents a proposed design for a multi-sensor walker with pilot data collected and tested in a real-world environment, including outdoors. Preliminary analysis of results demonstrates the ability to determine levels of activity and environments, important factors related to health and wellness and risk of falls.

Individuals with mobility impairments related to age, injury, or disease, often require the help of an assistive device (AD) such as a cane to ambulate, increase safety, and improve overall stability. Instrumenting these devices has been proposed as a non-invasive way to proactively monitor an individual&rsquo, s reliance on the AD while also obtaining information about behaviors and changes in gait. A critical first step in the analysis of these data, however, is the accurate processing and segmentation of the sensor data to extract relevant gait information. In this paper, we present a highly accurate multi-sensor-based gait segmentation algorithm that is robust to a variety of walking conditions using an AD. A matched filtering approach based on loading information is used in conjunction with an angular rate reversal and peak detection technique, to identify important gait events. The algorithm is tested over a variety of terrains using a hybrid sensorized cane, capable of measuring loading, mobility, and stability information. The reliability and accuracy of the proposed multi-sensor matched filter (MSMF) algorithm is compared with variations of the commonly employed gyroscope peak detection (GPD) algorithm. Results of an experiment with a group of 30 healthy participants walking over various terrains demonstrated the ability of the proposed segmentation algorithm to reliably and accurately segment gait events.

A valid non human primate model of traumatic spinal cord injury (TSCI) is essential to evaluate and develop new treatments. In previous experiments, it has been demonstrated that a transmitter can be implanted in the macaque fasicularis monkey that measures electromyographic data from the musculature of the tail. As well, previous experiments have demonstrated that selective lesions can be created in the lower thoracic spinal cord that does not cause limb weakness and/or bowel dysfunction. The histopathological features of these lesions appear similar to human TSCI. This paper describes a method by which the EMG data can be transformed into a quantitative metric of volitional limb movement (“Q”). This metric permits an objective assessment of injury, natural recovery as well as potential efficacy of candidate treatments.

Introduction Assessment of velocity dependent resistance (VDR) can provide insights into spasticity in individuals with upper motor neuron syndrome. This study investigates the relationship between Modified Ashworth scores and a biomechanical based representation of VDR using a rehabilitation robot. Comparisons in VDR are made for the upper limb (UL) between individuals with acquired brain injury and healthy controls for the para-sagittal plane. Methods The system manipulates the individual’s limb through five flexion and extension motions at increasing speeds to obtain force profiles at different velocities. An approximation of VDR is calculated and analyzed statistically against clinical scales and tested for interactions. Results All individuals (aged 18–65), including healthy controls exhibited VDR greater than 0 (P Conclusion The robot can detect and quantify VDR that captures information relevant to UL spasticity. Results suggests a better categorization of VDR is possible and supports further development of rehabilitation robotics for assisting spasticity assessment.

This study aims to characterize traumatic spinal cord injury (TSCI) neurophysiologically using an intramuscular fine-wire electromyography (EMG) electrode pair. EMG data were collected from an agonist-antagonist pair of tail muscles of Macaca fasicularis, pre- and post-lesion, and for a treatment and control group. The EMG signals were decomposed into multi-resolution subsets using wavelet transforms (WT), then the relative power (RP) was calculated for each individual reconstructed EMG sub-band. Linear mixed models were developed to test three hypotheses: (i) asymmetrical volitional activity of left and right side tail muscles (ii) the effect of the experimental TSCI on the frequency content of the EMG signal, (iii) and the effect of an experimental treatment. The results from the electrode pair data suggested that there is asymmetry in the EMG response of the left and right side muscles (p-value &lt, 0.001). This is consistent with the construct of limb dominance. The results also suggest that the lesion resulted in clear changes in the EMG frequency distribution in the post-lesion period with a significant increment in the low-frequency sub-bands (D4, D6, and A6) of the left and right side, also a significant reduction in the high-frequency sub-bands (D1 and D2) of the right side (p-value &lt, 0.001). The preliminary results suggest that using the RP of the EMG data, the fine-wire intramuscular EMG electrode pair are a suitable method of monitoring and measuring treatment effects of experimental treatments for spinal cord injury (SCI).

The purpose of this study is to explore the dimensions of e-service quality (e-SQ) in the context of the Indian banking sector and establish its relationship with customer satisfaction. Using a structured questionnaire, data was collected from 323 bank's customers. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to evolve a validated factor structure for measuring e-SQ in the Indian banking sector. Multiple regression analysis was used to assess the relations between e-SQ and customer satisfaction. The study identified a nine factor structure to measure e-SQ. The study also identified a positive relationship between e-SQ and customer satisfaction. The findings of this study can be used as a basis to provide the guidelines for improvement and training in e-SQ and would prove to be very useful to professionals. The findings have scalability from a single branch of the bank to the bank as a whole. This study is the first attempt to assess e-SQ dimensions in the Indian banking context using primary data. Copyright - 2019 Inderscience Enterprises Ltd. Scopus

With the accelerated pace of change the organizations are striving towards delivering product and services better then their known competitor. This is essential for their survival and sustainability. In this era of rapid changes, acquisitions and mergers, fast product changes, increasing customer demands, global pressures, information technology, the organizations need to continuously measure and monitor the quality delivered to the end customer. The ever changing demands of customers further makes the organizations working as a complex job. While, the future trends in the manufacturing can be predicted, but for the services it becomes difficult to predict on account of factors like perishability, heterogeneity, and intangibility. In such a scenario TQM becomes important. The orientation towards TQM helps in dealing with not only external pressures (customers, suppliers and distributors/dealers etc) but also with in organization (internal employees). Further, Today's economies are dominated by service industries; typically Indian GDP has more percentage of services as compared to manufacturing (www.indianbusiness.nic.in). This accelerated rise in this sector is mainly derived from the pressures of liberalizations and privatization. For example, the education, fast foods, retails, telecommunications, transportation and banking sectors have shown higher growths in the past decade The review of literature highlighted that the studies towards service sector in India are very few. In the developing economies of India, where services contribute a major portion of Indian GDP, the management can't be left on the chance; rather there is a need for its systematic management. In this light the present paper gains importance. Further, the present paper is proposed to study the drivers of TQM in the context of Indian service industries. The present paper is an attempt to highlight challenges and opportunities in Indian service sector. This paper will benefit researchers and practitioners to suggest the directions for growth and also it will help in identifying the areas of weakness and the ways for improvements.

PurposeThe purpose of this paper is to identify and address various wastes in the supply chain of the edible cottonseed oil industry (specifically the processing side) using a value stream mapping (VSM) approach to improve productivity and capacity utilization in an Indian context.Design/methodology/approachCritical observations and interviewing techniques were used with open‐ended questions to understand the processes involved in the value chain of the cottonseed oil industry. Different chain links/members were investigated through personal visits and discussions. VSM is applied as an approach to the industry to identify and remove non‐value‐adding (NVA) activities.FindingsMajor findings obtained from the study are as follows. There is an excess cumulative inventory of 244 days in the whole supply chain. The industry is highly fragmented with a large number of small players present, which hampers the use of economies of scale. There are NVA activities present in the supply chain such as the moving of cottonseed oil from expeller mill to refinery. The industry still uses outdated technology which hampers the productivity.Practical implicationsAttention needs to be given to boosting the productivity of the oil sector. Waste removal from the oilseed‐processing sector is one key to improving the productivity of the sector.Originality/valueThe paper addresses the various wastes in the processing side of the supply chain of the Indian cottonseed oil industry, using VSM as an approach which was hardly ever attempted before. Wastes are then individually attacked to reduce or eliminate them from the system. Suggestions to make the whole chain more productive can be generalized and can be replicated in the context of other developing countries.

PurposeThe objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.Design/methodology/approachBased on a rich combination of extensive literature review and insights gained through exploratory interviews, gap analysis methodology is used in developing the model. This was followed by an in‐depth analysis of gaps at various interfaces in supply chain. Further, both qualitative and quantitative techniques are suggested for data collection and analysis.FindingsThe key gaps in both the directions (forward and reverse) that are likely to affect the service quality at different levels are extensively defined. These gaps may exist between a 3PL service provider and the manufacturer, the marketing function and the 3PL service provider, etc. The paper also proposes frameworks such as data envelopment analysis for measurement of these gaps. A set of possible performance indicators is also proposed at various interfaces in supply chain.Practical implicationsThis proposed model is an attempt to explore the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This supply chain service quality tool will be beneficial to practising managers in identification of opportunities for improvements in service quality.Originality/valueThis paper explores some critical issues in the less explored area and offers practical help to researchers and practitioners in providing a direction for supply chain service quality improvement.

The objective of this research is to derive supplier service quality dimensions in the context of supply chain. Initial service quality dimensions were derived from an extensive literature review on the subject followed by refining through a series of procedures needed for scale development. Data was collected from 117 working executives of manufacturing organisations in India. The respondents were asked to assess supplier service quality in supply chain based on the perception and expectation scales. Further, data was summarised for respondents stating a high level of external service quality. Factor analysis resulted in a seven-factor structure as representative of supplier service quality in supply chain. The SSQSC tool will be beneficial to practising managers in identification of opportunities for improvements in supplier service quality.

PurposeThe purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.Design/methodology/approachA literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in‐depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented.FindingsThe paper presents a conceptual model of service quality in supply chains based on gap analysis. These gaps are bi‐directional. The bi‐directional gaps cover both inter‐ and intra‐organizational transactions in the supply chain. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. Further, implications of various factors such as economic, politico‐legal, technical, socio‐cultural, competition, demographic are also highlighted. A novel methodology for the measurement of these gaps using various tools such as quality loss function, data envelope analysis, etc. is also presented along with segregating indicators in three categories, namely, quality of service indicators, quality of service and performance indicators, and performance indicators.Research limitations/implicationsThe assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality.Originality/valueThis paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for service quality improvement in the supply chain.

PurposeThe main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature.Design/methodology/approachThe paper critically examines 19 different service quality models reported in the literature. The critical review of the different service quality models is intended to derive linkage between them, and highlight the area for further research.FindingsThe review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors. In addition to this even the customer's expectations towards particular services are also changing with respect to factors like time, increase in the number of encounters with a particular service, competitive environment, etc. This paper provides a rich agenda for future research in the subject.Research limitations/implicationsThis research developed a linkage between the different service quality models.Practical implicationsThe growth of literature in the field of service quality seems to have developed sequentially, providing a continuous updating and learning from the findings/observations of predecessors. This paper provides new directions to service quality researchers.Originality/valueThis paper explores new directions in service quality research and offers practical help to researchers and practitioners in providing a direction for service quality improvement.

Managing quality in schooling system has always been a debate and area of concern for both researchers and practitioners. Managing quality in schools is very complex and demands for considering attention of stakeholders, the school management, non-teaching staff and of course, the government, and regulators. It is therefore, important that the quality of schools is continuously evaluated, monitored and improved for gaining competitiveness. This paper makes an attempt to identify such TQM criteria especially for Indian schooling system. This study adopts structured Delphi technique through consultation with a 26-member team of top experts. Ten TQM implementation measures and six performance measures have been identified for in Indian schools. These TQM measures can further be used to formulate a framework for the implementation of TQM practices in schools. This paper demonstrates how the structured Delphi method can be used to investigate and identify TQM constructs and performance measures for Indian schools.

This paper describes initial testing of a spasticity assessment system for passive elbow flexion/extension motions using a robotic manipulator. Quantitative force data was collected from healthy individuals. As repetition and speed were increased, significant differences in measured force were found in a study with a high speeds (n=48), but were not found in a study with a lower speeds (n=52). This result assists clinicians who now possess a baseline of healthy data to which quantitative patient data can be compared. Future developments include contrasting healthy baseline values to clinical trial data from individuals with stroke or acquired brain injury.

Total quality management (TQM), which employs a set of principles and practices for improving organizational performance developed for industrial purposes, is now attracting researchers attention in the field of education. In this paper TQM implementation criterions were examined for their relative importance for better implementation in engineering education. Decision support method, Analytic Hierarchy Process AHP has been applied to prioritize and rank 13 TQM implementation criterions, 68 sub criterions and 4 Performance measure criterions by calculating their local and global weights. To effectively implement TQM, engineering education institutions (EEIs) should focus on the most important TQM practices such as Resource Management, Student Focus and Service Culture, and address the less important ones at a later stage. By doing so, they would gradually reduce employee resistance to change, especially if positive results are obtained. http://dx.doi.org/10.13033/ijahp.v6i1.197 Â

In present context of globalised markets, customers have become very choosy in terms of product selection. Along with low cost, on time delivery, convenience of giving order and purchasing has become very important for consumers. Therefore on line retailing is being very popular now a day. To work in such kind of environment, organisations need to be very careful in developing their processes and distribution channels. There are many factors, which influence success of online retailing. Based on literature review and discussion with industry professionals ten factors have been identified. These are on time delivery, inventory management, order tracking, less shipping cost, network optimisation, effective portal system, attractive offers on products, customer friendly policies, after sales service and advertisement through social media. These factors are ranked based on technique for order preferences by similarity to an ideal solution (TOPSIS) approach. Based on analysis, it is recommended that on line retailers should focus on timely delivery, attractive offers on products and effective portal system to influence new customers.

The automobile business in India is highly competitive, dynamic and technology driven. Achieving competitive advantage is of utmost importance for existing automobile players and ensuring enhanced product visibility is the key to gain required competitiveness in cutthroat market. The emergence of modern technology has changed the way organisations in automobile sector are reaching out to their prospective customers. It has also equipped marketers with most recent means of improving product visibility to ascertain a deeper market penetration and better coverage in Indian business scenario. Present research work is an attempt to identify the drivers of product visibility in context of automobile sector in India. A total of 32 initial dimensions which drive the visibility of a product are refined through a structured Delphi method and interrelationships among these drivers are established using an interpretive structural modelling technique. The insights gained through present work have several practical implications for academia and practicing managers of Indian automobile industry.

Critical success factors (CSFs) are the essential ingredients which are case specific and vital for the successful deployment of Six Sigma which must be achieved in hierarchical manner to accomplish the objective associated with it. CSFs for Six Sigma implementation in non-formal service sectors are grouped in to clusters. The purpose of this research is to develop relationship amongst the identified clusters using interpretive structural modelling (ISM). On the basis of the driving and dependence power of each CSF cluster, the ISM-based model indicates that 'Process ownership', 'Organisational Assessment', 'Customer Centric Approach' and 'Project Selection' are strategic requirements, further 'Awareness Program', 'Knowledge Sharing' and 'Servicescape' are the tactical requirements, on the other hand 'Human Resource Management', 'Database Management', 'Performance Assessment' and 'Reward' are the operational requirements of Six Sigma implementation program. Whilst the ISM model of CSF clusters gives a roadmap for their implementation in hierarchical manner.

Assessment of supply chain risk and security criterion as an integrated area is important to enhance risk and security measures and hence achieve higher standards of risk enabled secured supply chain. This is possible by proper identification of key criterion and possible solution alternatives with significant measures of their weighted relationship. This paper aims to select the important criteria to assess the supply chain risk and security management (SCRSM) and evaluating alternative SCRSM strategies for proactive support. In this research, the objective is to provide a SCRSM framework and how the supply chain principles can actually be used to design and operate processes to assure supply chain risk and security. The novelty of this paper is the implementation of multi-criteria decision-making methodology to identify the important SCRSM criteria and sensitivity analysis for evaluation of alternative solution strategy. An analytic hierarchy process (AHP)-based multi-criteria decision-making methodology is employed to take into account both qualitative and quantitative factors to select important criteria and identification of right alternative strategy ascertain the supply chain risk and security. By using AHP methodology we could optimise the selection of risk and security alternatives followed by relevant choices for decision making with implication. The aim is to encourage more efforts in this domain for wider benefits.

Purpose - the purpose of this paper is to investigate and develop the criterions of TQM implementation for engineering education in Indian scenario. Design/methodology/approach - this paper provides a survey carried out using the Delphi methodology, triangulated with the results of other surveys carried out previously, as well as with the information gathered by means of several in-depth interviews carried out with the experts that participated in the Delphi-panel. Findings - total 13 guiding criterions of TQM implementation for engineering education were obtained through discussion with decision team of 26 members which consisted of authors, students, lecturers, professors, director/principal, management, parents and industrialists. Research limitations - the research in this paper is limited to Indian scenario; studies in other countries should be conducted to compare the results obtained. Practical implications - identification of the TQM implementation and performance criteria and sub-criteria will help in formulation of TQM model for implementation of TQM practices in engineering education sector. Originality/value - the paper shows how the classical Delphi technique can be successfully used to investigate and develop the criterions of TQM implementation for engineering education.

The demand chain management (DCM) involves a high level of complexity due to interrelationships and feedback nature of process parameters, which makes the system dynamic. Understanding these dynamics will help in better management of the demand chain. The scope of DCM is not limited to fulfillment of present demand but also extends to managing the demand creation, which requires involvement of the whole enterprise, and to accomplish this it is necessary to take into consideration all the complexities and dynamics involved within the system. The purpose of this paper is to present a conceptual model of demand chain management, and suggest a mechanism for processing of demand information, which will help in developing an understanding of complexities and feedback nature. Exploratory interviews were conducted with experts to identify the drivers of DCM and to understand the impact of demand information in decision making. The conceptual model presented shows parameters affecting the DCM. It will be useful in developing an understanding of complexities and dynamics involved in DCM. The understanding thus gained will result in improvement of DCM effectiveness, making it more responsive and customer-oriented. Further, the paper also attempts to address research implications for future research in this area.

Recent catastrophic events and risks which have disrupted economies and supply chains around the world create new avenues/agendas for supply chain risks and security. Researcher and practitioner are showing increasing research interest on this area. This research has an effort to identified key factors and relation in supply chain risks and security and development of research framework. Given the increasing awareness of this important topic, the purpose of this research is to study supply chain critical risks important for supply chain security perspective and to investigate the relationship between supply chain vulnerability and supply chain risk. Interpretive structural modelling (ISM) has emerged as a means to analyse the relational aspects of the variables. The objective of this paper is to identify critical enablers of supply chain security management and to establish and analyse relationships among these enables using interpretive structural modelling. This research is continuing in this direction.

Measurement of supply chain competitiveness is a vital task for today’s competing organisations. There has been a growing recognition for improvements in the supply chain and so as to increase supply chain competitiveness. Interpretive structural modelling (ISM) has emerged as a means to analyse the relational aspects of the variables. The objective of this paper is to identify enablers of supply chain competitiveness and to establish and analyse relationships among these enablers using interpretive structural modelling.

The Six Sigma methodology has been successfully implemented in manufacturing and organised service sectors such as banking, healthcare, etc., whereas non-formal service sector have no quality consciousness and any measurable data, which helps to evaluate the quality of product (services). This paper seeks to introduce the Six Sigma-based methodology for non-formal service sectors, the framework which explores the quality need and maps them to define, measure, analyse, improve and control (DMAIC) methodology. The proposed framework introduced the step to collect the attribute data about operational activities and performance of non-formal service sector – explore. This data is then compared with the organised service sectors so as to establish operational activities in structured manner like formal service sector – establish. This paper introduces the unique Six Sigma-based methodology explore, establish, define, measure, analyse, improve and control (EEDMAIC) for non-formal domain of the service sector. The paper also includes the case study of a newspaper agency.

Global crisis scenario world over has motivated researchers and practitioners to explore the area. The rapid advances in the technology domain have gained further attraction owing to its dynamically changing nature and the tangibles involved. The present paper attempts to explore the subject of assessing technological dimensions of crisis preparedness in the context of banking. Using proven research methodological tools and practices, 14 items were identified for technological crisis preparedness assessment. Data was collected from different bank branches across India from 339 respondents. Factor analysis finally resulted in a three factor structure to measure technological dimensions of crisis preparedness (TDCP). Results were validated using content, contrast and criteria validity tests. Finally, this paper draws implications for researchers and practitioners.

The advent of globalisation and liberalisation is changing the focus of organisations from conventional working to working in a crisis scenario. The economic pressures, changing business dimensions further create pressures on organisations to find ways of handling the crisis situations. In such a situation, human dimensions of crises management gain utmost importance. This paper seeks to study and provide an insight into the human dimensions relating to crisis preparedness in the context of the banking sector. Using qualitative and quantitative research tools, 11 such human variables were identified for better crisis preparedness. ISM-based approach was adapted to model such variables for effective and efficient crisis management in banking the sector. The results present a model showing a path for attaining excellent crisis preparedness in the contexts of banks.