Phone: +91-9412459748 Address: Associate Professor,
Mechanical Engineering Section,
University Polytechnic,
Aligarh Muslim University,
Aligarh, UP
India.
Web Page: http://www.amu.ac.in/polyfacultydata.jsp?did=106&eid=10609.
Citation Link: http://scholar.google.co.in/citations?hl=en&user=YiuSi1YAAAAJ
The purpose of this paper is to develop a comprehensive framework
in order to identify, rank and ... more The purpose of this paper is to develop a comprehensive framework in order to identify, rank and classify key quality dimensions for healthcare establishments (HCEs) and to understand the contextual relationship between them for growth and development of Indian HCEs. The methodology adopted in this research was interpretive structural modelling (ISM) and Matrice d’Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) analyses to identify and classify the healthcare quality dimensions (HCQDs), typically identified by an extensive literature review and through experts opinion. The integrated model revealed quality dimensions such as ‘state of knowledge management’; services of HCE for disease burden of society’ and ‘patient expectation and perception of hospital services’ as dependent HCQDs. ‘Priority area management for critical care’ and ‘treatment chain management including referral and evacuation chain management’ were found as the linkage quality dimensions. While ‘core quality dimension’; ‘associated supportive quality dimension’ and ‘clinical governance quality’ were found to be independent HCQDs. This research will aid healthcare practitioners and decision makers in selecting right quality dimensions for the sustainable growth of Indian HCEs.
Total Quality Management (TQM) is a managerial approach that improves the competitiveness of the ... more Total Quality Management (TQM) is a managerial approach that improves the competitiveness of the industry, meanwhile Information technology (IT) was introduced with TQM for handling the technical issues which is supported by quality experts for fulfilling the customers’ requirement. Present paper aims to utilise AHP (Analytic Hierarchy Process) methodology to priorities and rank the hierarchy levels of TQM enablers and IT resource together for its successful implementation in the Information and Communication Technology (ICT) industry. A total of 17 TQM enablers (nine) and IT resources (eight) were identified and partitioned into 3 categories and were prioritised by AHP approach. The finding indicates that the 17 sub-criteria can be grouped into three main categories namely organizing, tools and techniques, and culture and people. Further, out of 17 sub-criteria, three sub-criteria: top management commitment and support, total employee involvement, and continuous improvement got highest priority whereas three sub-criteria such as structural equation modelling, culture change, and customer satisfaction got lowest priority. The result suggests a hierarchy model for ICT industry to prioritise the enablers and resources as well as to improve the TQM and IT performance in the ICT industry. This paper has some managerial implication which suggests the managers of ICT industry to implement TQM and IT together in their organizations to get maximum benefits and how to utilize available resources. At the end, conclusions, limitation, future scope of the study are presented.
Several research studies have demonstrated the positive impact of total quality management (TQM) ... more Several research studies have demonstrated the positive impact of total quality management (TQM) on information and communication technology (ICT) industry performance. Given the growing prominence of TQM in ICT industry, this study is aimed to identify and rank the key practices of TQM and develops a reliable and valid instrument necessary for the successful implementation of TQM program in Indian ICT industry. To achieve these objectives, a survey using self-administered instrument was conducted among the top and middle level managers and administrators of select Indian ICT companies. Using empirical data obtained from 84 Indian ICT companies, results were analyzed and findings were reported. The empirical data was analyzed using descriptive statistical and factor analyses. Further, the measures of the instrument were tested for reliability and validity. The analysis revealed ten TQM practices to be most important out of 17 practices identified from literature. Also, the instrument measures were found to have satisfactory psychometric properties. Managers and practitioners can use the instrument to guide TQM activities in their respective companies and researchers can use it to build models to relate facilitating practices to quality performance.
Over the last two decades, service organizations have embraced total quality management (TQM) as ... more Over the last two decades, service organizations have embraced total quality management (TQM) as an effective management tool to improve their service quality (SQ). They have begun to show a keen interest in TQM by working on quality and related areas. TQM has become a major area of attention to practitioners, managers, and researchers due to its strong impact on business performance, customer satisfaction, and profitability. In the light of this, an attempt has been made to study and understand the theory and concept of TQM, its benefits as well as various facets of service components and its classification. The study also explores the literature on the implementation of TQM in selected service industries. The finding of study provides a rich contribution towards TQM theory, its role in service sector, as well as presents the different components of services. The present paper can help business managers and quality practitioners in better understanding TQM, service systems concept as well as TQM implementation in service sector. The scope for future study is presented at the end.
Purpose- Total quality management (TQM) has begun to influence national business systems and is w... more Purpose- Total quality management (TQM) has begun to influence national business systems and is widely seen as a “revolution” in the management. TQM initiatives continuously search the needs of the customers and incorporate them in the organization on an ongoing basis. For this reason, majority of research study has been undertaken in this field and is still going on across the world especially in the developing countries which are lagging behind in the implementation of TQM. Considering the above reasons, this study aims to assess the awareness of TQM program in the Indian service industries.
Design/methodology/approach- A literature review and the empirical data collected using self-administered instrument distributed to select Indian service companies, the awareness of TQM was investigated. A total of 172 useable survey instruments were included for the final analysis. This study sample consisted of a group of selected Indian service companies from healthcare, information and communication technology (ICT), banking, and hospitality industries. The data was analyzed using graphical representation approach, descriptive statistical analysis, and correlation analysis.
Findings – The analysis revealed the significance and usage of TQM in Indian service industries. The results also suggested that the Indian service industries are well aware of TQM program though more efforts need to be focused on implementing it properly, use of TQM models and frameworks, and continuously improving the ongoing TQM practices.
Research limitations/implications – Indian service mangers showing a stronger familiarity with TQM concepts and practices and they believe that TQM is a way of guaranteeing high quality products and services. Therefore, service companies should invest in TQM, as this could help them to improve competitiveness in the marketplace. Further, the Indian service managers and practitioners must be more concerned about the maintenance of standards and take a more dynamic approach towards TQM, thus, preparing their company more effective for future challenges.
Practical implications- The result of this paper will help in understanding the TQM awareness in Indian service sector as a whole and suggests some additional improvements in the knowledge of TQM to the mangers of Indian service industries which could enhance the level of TQM implementation and hence, business performance.
Originality/value – The assessment of TQM awareness in Indian service industries along with the understanding of the concept of TQM has been expanded in the literature on TQM in the Indian service industry.
Total quality management (TQM) is a major business strategy that employs a set of principles and ... more Total quality management (TQM) is a major business strategy that employs a set of principles and practices to achieve sustainable competitive advantage in the service industry. This research aims to investigate and categorize the TQM practices and examine the relative importance of these TQM practices for better implementation by ranking them in service industries. A literature review, discussion with experts, and the analytical hierarchy process (AHP) approach were employed in the study. About 17 TQM practices are identified and were divided into three factor categories. These practices were prioritised using AHP approach and identify the relative importance of the 17 TQM practices. This will help service industry managers to focus on the most important practices to improve their TQM performance. The limitations, managerial implications, and scope for future study are presented in the end.
Several research studies have demonstrated the positive impact of total quality management (TQM) ... more Several research studies have demonstrated the positive impact of total quality management (TQM) on information and communication technology (ICT) industry performance. Given the growing prominence of TQM in ICT industry, this study is aimed to identify and rank the key practices of TQM and develops a reliable and valid instrument necessary for the successful implementation of TQM program in Indian ICT industry. To achieve these objectives, a survey using self-administered instrument was conducted among the top and middle level managers and administrators of select Indian ICT companies. Using empirical data obtained from 84 Indian ICT companies, results were analyzed and findings were reported. The empirical data was analyzed using descriptive statistical and factor analyses (FA). Further, the measures of the instrument were tested for reliability and validity. The analysis revealed ten TQM practices to be most important out of 17 practices identified from literature. Also, the instrument measures were found to have satisfactory psychometric properties. Managers and practitioners can use the instrument to guide TQM activities in their respective companies and researchers can use it to build models to relate facilitating practices to quality performance.
This study demonstrates optimization of the gear blank casting process by using Taguchi’s
Robust... more This study demonstrates optimization of the gear blank casting process by using Taguchi’s
Robust Design technique. The metal casting process involves a large number of parameters
affecting the various casting quality features of the product. Some of the parameters are
controllable and some are uncontrollable, e.g., noise factors. In order to optimize the process,
six control factors—namely, clay content, moisture content, ramming, sand particle size,
metal fluidity, and gating design—were selected. Each process factor was considered at three
levels. The quality characteristic selected was casting defects. The reduction in the weight of
casting as compared to the target weight was taken to be proportional to the casting defects.
An orthogonal array was constructed for the six factors undertaken, and performing 18 sets of
experiments generated the data. The weights of the finished castings were obtained and signalto-
noise ratios were calculated by using the nominal best approach of parameter design. The
average values of signal-to-noise ratios for each factor at three levels were calculated and
were plotted on the graph. Considering the maximum signal-to-noise ratios from the graph,
the optimum levels of process factors in the type of task considered were obtained.
A validation experiment was performed using the levels obtained. The weight of the castings
produced was found to have a value close to the target value.
The purpose of this paper is to develop a comprehensive framework
in order to identify, rank and ... more The purpose of this paper is to develop a comprehensive framework in order to identify, rank and classify key quality dimensions for healthcare establishments (HCEs) and to understand the contextual relationship between them for growth and development of Indian HCEs. The methodology adopted in this research was interpretive structural modelling (ISM) and Matrice d’Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) analyses to identify and classify the healthcare quality dimensions (HCQDs), typically identified by an extensive literature review and through experts opinion. The integrated model revealed quality dimensions such as ‘state of knowledge management’; services of HCE for disease burden of society’ and ‘patient expectation and perception of hospital services’ as dependent HCQDs. ‘Priority area management for critical care’ and ‘treatment chain management including referral and evacuation chain management’ were found as the linkage quality dimensions. While ‘core quality dimension’; ‘associated supportive quality dimension’ and ‘clinical governance quality’ were found to be independent HCQDs. This research will aid healthcare practitioners and decision makers in selecting right quality dimensions for the sustainable growth of Indian HCEs.
Total Quality Management (TQM) is a managerial approach that improves the competitiveness of the ... more Total Quality Management (TQM) is a managerial approach that improves the competitiveness of the industry, meanwhile Information technology (IT) was introduced with TQM for handling the technical issues which is supported by quality experts for fulfilling the customers’ requirement. Present paper aims to utilise AHP (Analytic Hierarchy Process) methodology to priorities and rank the hierarchy levels of TQM enablers and IT resource together for its successful implementation in the Information and Communication Technology (ICT) industry. A total of 17 TQM enablers (nine) and IT resources (eight) were identified and partitioned into 3 categories and were prioritised by AHP approach. The finding indicates that the 17 sub-criteria can be grouped into three main categories namely organizing, tools and techniques, and culture and people. Further, out of 17 sub-criteria, three sub-criteria: top management commitment and support, total employee involvement, and continuous improvement got highest priority whereas three sub-criteria such as structural equation modelling, culture change, and customer satisfaction got lowest priority. The result suggests a hierarchy model for ICT industry to prioritise the enablers and resources as well as to improve the TQM and IT performance in the ICT industry. This paper has some managerial implication which suggests the managers of ICT industry to implement TQM and IT together in their organizations to get maximum benefits and how to utilize available resources. At the end, conclusions, limitation, future scope of the study are presented.
Several research studies have demonstrated the positive impact of total quality management (TQM) ... more Several research studies have demonstrated the positive impact of total quality management (TQM) on information and communication technology (ICT) industry performance. Given the growing prominence of TQM in ICT industry, this study is aimed to identify and rank the key practices of TQM and develops a reliable and valid instrument necessary for the successful implementation of TQM program in Indian ICT industry. To achieve these objectives, a survey using self-administered instrument was conducted among the top and middle level managers and administrators of select Indian ICT companies. Using empirical data obtained from 84 Indian ICT companies, results were analyzed and findings were reported. The empirical data was analyzed using descriptive statistical and factor analyses. Further, the measures of the instrument were tested for reliability and validity. The analysis revealed ten TQM practices to be most important out of 17 practices identified from literature. Also, the instrument measures were found to have satisfactory psychometric properties. Managers and practitioners can use the instrument to guide TQM activities in their respective companies and researchers can use it to build models to relate facilitating practices to quality performance.
Over the last two decades, service organizations have embraced total quality management (TQM) as ... more Over the last two decades, service organizations have embraced total quality management (TQM) as an effective management tool to improve their service quality (SQ). They have begun to show a keen interest in TQM by working on quality and related areas. TQM has become a major area of attention to practitioners, managers, and researchers due to its strong impact on business performance, customer satisfaction, and profitability. In the light of this, an attempt has been made to study and understand the theory and concept of TQM, its benefits as well as various facets of service components and its classification. The study also explores the literature on the implementation of TQM in selected service industries. The finding of study provides a rich contribution towards TQM theory, its role in service sector, as well as presents the different components of services. The present paper can help business managers and quality practitioners in better understanding TQM, service systems concept as well as TQM implementation in service sector. The scope for future study is presented at the end.
Purpose- Total quality management (TQM) has begun to influence national business systems and is w... more Purpose- Total quality management (TQM) has begun to influence national business systems and is widely seen as a “revolution” in the management. TQM initiatives continuously search the needs of the customers and incorporate them in the organization on an ongoing basis. For this reason, majority of research study has been undertaken in this field and is still going on across the world especially in the developing countries which are lagging behind in the implementation of TQM. Considering the above reasons, this study aims to assess the awareness of TQM program in the Indian service industries.
Design/methodology/approach- A literature review and the empirical data collected using self-administered instrument distributed to select Indian service companies, the awareness of TQM was investigated. A total of 172 useable survey instruments were included for the final analysis. This study sample consisted of a group of selected Indian service companies from healthcare, information and communication technology (ICT), banking, and hospitality industries. The data was analyzed using graphical representation approach, descriptive statistical analysis, and correlation analysis.
Findings – The analysis revealed the significance and usage of TQM in Indian service industries. The results also suggested that the Indian service industries are well aware of TQM program though more efforts need to be focused on implementing it properly, use of TQM models and frameworks, and continuously improving the ongoing TQM practices.
Research limitations/implications – Indian service mangers showing a stronger familiarity with TQM concepts and practices and they believe that TQM is a way of guaranteeing high quality products and services. Therefore, service companies should invest in TQM, as this could help them to improve competitiveness in the marketplace. Further, the Indian service managers and practitioners must be more concerned about the maintenance of standards and take a more dynamic approach towards TQM, thus, preparing their company more effective for future challenges.
Practical implications- The result of this paper will help in understanding the TQM awareness in Indian service sector as a whole and suggests some additional improvements in the knowledge of TQM to the mangers of Indian service industries which could enhance the level of TQM implementation and hence, business performance.
Originality/value – The assessment of TQM awareness in Indian service industries along with the understanding of the concept of TQM has been expanded in the literature on TQM in the Indian service industry.
Total quality management (TQM) is a major business strategy that employs a set of principles and ... more Total quality management (TQM) is a major business strategy that employs a set of principles and practices to achieve sustainable competitive advantage in the service industry. This research aims to investigate and categorize the TQM practices and examine the relative importance of these TQM practices for better implementation by ranking them in service industries. A literature review, discussion with experts, and the analytical hierarchy process (AHP) approach were employed in the study. About 17 TQM practices are identified and were divided into three factor categories. These practices were prioritised using AHP approach and identify the relative importance of the 17 TQM practices. This will help service industry managers to focus on the most important practices to improve their TQM performance. The limitations, managerial implications, and scope for future study are presented in the end.
Several research studies have demonstrated the positive impact of total quality management (TQM) ... more Several research studies have demonstrated the positive impact of total quality management (TQM) on information and communication technology (ICT) industry performance. Given the growing prominence of TQM in ICT industry, this study is aimed to identify and rank the key practices of TQM and develops a reliable and valid instrument necessary for the successful implementation of TQM program in Indian ICT industry. To achieve these objectives, a survey using self-administered instrument was conducted among the top and middle level managers and administrators of select Indian ICT companies. Using empirical data obtained from 84 Indian ICT companies, results were analyzed and findings were reported. The empirical data was analyzed using descriptive statistical and factor analyses (FA). Further, the measures of the instrument were tested for reliability and validity. The analysis revealed ten TQM practices to be most important out of 17 practices identified from literature. Also, the instrument measures were found to have satisfactory psychometric properties. Managers and practitioners can use the instrument to guide TQM activities in their respective companies and researchers can use it to build models to relate facilitating practices to quality performance.
This study demonstrates optimization of the gear blank casting process by using Taguchi’s
Robust... more This study demonstrates optimization of the gear blank casting process by using Taguchi’s
Robust Design technique. The metal casting process involves a large number of parameters
affecting the various casting quality features of the product. Some of the parameters are
controllable and some are uncontrollable, e.g., noise factors. In order to optimize the process,
six control factors—namely, clay content, moisture content, ramming, sand particle size,
metal fluidity, and gating design—were selected. Each process factor was considered at three
levels. The quality characteristic selected was casting defects. The reduction in the weight of
casting as compared to the target weight was taken to be proportional to the casting defects.
An orthogonal array was constructed for the six factors undertaken, and performing 18 sets of
experiments generated the data. The weights of the finished castings were obtained and signalto-
noise ratios were calculated by using the nominal best approach of parameter design. The
average values of signal-to-noise ratios for each factor at three levels were calculated and
were plotted on the graph. Considering the maximum signal-to-noise ratios from the graph,
the optimum levels of process factors in the type of task considered were obtained.
A validation experiment was performed using the levels obtained. The weight of the castings
produced was found to have a value close to the target value.
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in order to identify, rank and classify key quality dimensions for healthcare
establishments (HCEs) and to understand the contextual relationship between
them for growth and development of Indian HCEs. The methodology adopted
in this research was interpretive structural modelling (ISM) and Matrice
d’Impacts Croisés Multiplication Appliquée á un Classement (MICMAC)
analyses to identify and classify the healthcare quality dimensions (HCQDs),
typically identified by an extensive literature review and through experts
opinion. The integrated model revealed quality dimensions such as ‘state of
knowledge management’; services of HCE for disease burden of society’ and
‘patient expectation and perception of hospital services’ as dependent HCQDs.
‘Priority area management for critical care’ and ‘treatment chain management
including referral and evacuation chain management’ were found as the linkage
quality dimensions. While ‘core quality dimension’; ‘associated supportive
quality dimension’ and ‘clinical governance quality’ were found to be
independent HCQDs. This research will aid healthcare practitioners and
decision makers in selecting right quality dimensions for the sustainable growth
of Indian HCEs.
experts for fulfilling the customers’ requirement. Present paper aims to utilise AHP (Analytic Hierarchy Process) methodology to
priorities and rank the hierarchy levels of TQM enablers and IT
resource together for its successful implementation in the Information and Communication Technology (ICT) industry. A total of 17 TQM enablers (nine) and IT resources (eight) were identified and partitioned into 3 categories and were prioritised by AHP approach. The finding indicates that the 17 sub-criteria can be grouped into three main categories namely organizing, tools and techniques, and culture and people. Further, out of 17 sub-criteria, three sub-criteria: top management commitment and support, total employee involvement, and continuous improvement got highest priority whereas three sub-criteria such as structural equation modelling, culture change, and customer satisfaction got lowest priority. The result suggests a hierarchy model for ICT industry to prioritise the enablers and resources as well as to improve the TQM and IT performance in the ICT industry. This paper has some managerial implication which suggests the managers of ICT industry to implement TQM and IT together in their organizations to get maximum benefits and how to utilize available resources. At the end,
conclusions, limitation, future scope of the study are presented.
Design/methodology/approach- A literature review and the empirical data collected using self-administered instrument distributed to select Indian service companies, the awareness of TQM was investigated. A total of 172 useable survey instruments were included for the final analysis. This study sample consisted of a group of selected Indian service companies from healthcare, information and communication technology (ICT), banking, and hospitality industries. The data was analyzed using graphical representation approach, descriptive statistical analysis, and correlation analysis.
Findings – The analysis revealed the significance and usage of TQM in Indian service industries. The results also suggested that the Indian service industries are well aware of TQM program though more efforts need to be focused on implementing it properly, use of TQM models and frameworks, and continuously improving the ongoing TQM practices.
Research limitations/implications – Indian service mangers showing a stronger familiarity with TQM concepts and practices and they believe that TQM is a way of guaranteeing high quality products and services. Therefore, service companies should invest in TQM, as this could help them to improve competitiveness in the marketplace. Further, the Indian service managers and practitioners must be more concerned about the maintenance of standards and take a more dynamic approach towards TQM, thus, preparing their company more effective for future challenges.
Practical implications- The result of this paper will help in understanding the TQM awareness in Indian service sector as a whole and suggests some additional improvements in the knowledge of TQM to the mangers of Indian service industries which could enhance the level of TQM implementation and hence, business performance.
Originality/value – The assessment of TQM awareness in Indian service industries along with the understanding of the concept of TQM has been expanded in the literature on TQM in the Indian service industry.
Robust Design technique. The metal casting process involves a large number of parameters
affecting the various casting quality features of the product. Some of the parameters are
controllable and some are uncontrollable, e.g., noise factors. In order to optimize the process,
six control factors—namely, clay content, moisture content, ramming, sand particle size,
metal fluidity, and gating design—were selected. Each process factor was considered at three
levels. The quality characteristic selected was casting defects. The reduction in the weight of
casting as compared to the target weight was taken to be proportional to the casting defects.
An orthogonal array was constructed for the six factors undertaken, and performing 18 sets of
experiments generated the data. The weights of the finished castings were obtained and signalto-
noise ratios were calculated by using the nominal best approach of parameter design. The
average values of signal-to-noise ratios for each factor at three levels were calculated and
were plotted on the graph. Considering the maximum signal-to-noise ratios from the graph,
the optimum levels of process factors in the type of task considered were obtained.
A validation experiment was performed using the levels obtained. The weight of the castings
produced was found to have a value close to the target value.
in order to identify, rank and classify key quality dimensions for healthcare
establishments (HCEs) and to understand the contextual relationship between
them for growth and development of Indian HCEs. The methodology adopted
in this research was interpretive structural modelling (ISM) and Matrice
d’Impacts Croisés Multiplication Appliquée á un Classement (MICMAC)
analyses to identify and classify the healthcare quality dimensions (HCQDs),
typically identified by an extensive literature review and through experts
opinion. The integrated model revealed quality dimensions such as ‘state of
knowledge management’; services of HCE for disease burden of society’ and
‘patient expectation and perception of hospital services’ as dependent HCQDs.
‘Priority area management for critical care’ and ‘treatment chain management
including referral and evacuation chain management’ were found as the linkage
quality dimensions. While ‘core quality dimension’; ‘associated supportive
quality dimension’ and ‘clinical governance quality’ were found to be
independent HCQDs. This research will aid healthcare practitioners and
decision makers in selecting right quality dimensions for the sustainable growth
of Indian HCEs.
experts for fulfilling the customers’ requirement. Present paper aims to utilise AHP (Analytic Hierarchy Process) methodology to
priorities and rank the hierarchy levels of TQM enablers and IT
resource together for its successful implementation in the Information and Communication Technology (ICT) industry. A total of 17 TQM enablers (nine) and IT resources (eight) were identified and partitioned into 3 categories and were prioritised by AHP approach. The finding indicates that the 17 sub-criteria can be grouped into three main categories namely organizing, tools and techniques, and culture and people. Further, out of 17 sub-criteria, three sub-criteria: top management commitment and support, total employee involvement, and continuous improvement got highest priority whereas three sub-criteria such as structural equation modelling, culture change, and customer satisfaction got lowest priority. The result suggests a hierarchy model for ICT industry to prioritise the enablers and resources as well as to improve the TQM and IT performance in the ICT industry. This paper has some managerial implication which suggests the managers of ICT industry to implement TQM and IT together in their organizations to get maximum benefits and how to utilize available resources. At the end,
conclusions, limitation, future scope of the study are presented.
Design/methodology/approach- A literature review and the empirical data collected using self-administered instrument distributed to select Indian service companies, the awareness of TQM was investigated. A total of 172 useable survey instruments were included for the final analysis. This study sample consisted of a group of selected Indian service companies from healthcare, information and communication technology (ICT), banking, and hospitality industries. The data was analyzed using graphical representation approach, descriptive statistical analysis, and correlation analysis.
Findings – The analysis revealed the significance and usage of TQM in Indian service industries. The results also suggested that the Indian service industries are well aware of TQM program though more efforts need to be focused on implementing it properly, use of TQM models and frameworks, and continuously improving the ongoing TQM practices.
Research limitations/implications – Indian service mangers showing a stronger familiarity with TQM concepts and practices and they believe that TQM is a way of guaranteeing high quality products and services. Therefore, service companies should invest in TQM, as this could help them to improve competitiveness in the marketplace. Further, the Indian service managers and practitioners must be more concerned about the maintenance of standards and take a more dynamic approach towards TQM, thus, preparing their company more effective for future challenges.
Practical implications- The result of this paper will help in understanding the TQM awareness in Indian service sector as a whole and suggests some additional improvements in the knowledge of TQM to the mangers of Indian service industries which could enhance the level of TQM implementation and hence, business performance.
Originality/value – The assessment of TQM awareness in Indian service industries along with the understanding of the concept of TQM has been expanded in the literature on TQM in the Indian service industry.
Robust Design technique. The metal casting process involves a large number of parameters
affecting the various casting quality features of the product. Some of the parameters are
controllable and some are uncontrollable, e.g., noise factors. In order to optimize the process,
six control factors—namely, clay content, moisture content, ramming, sand particle size,
metal fluidity, and gating design—were selected. Each process factor was considered at three
levels. The quality characteristic selected was casting defects. The reduction in the weight of
casting as compared to the target weight was taken to be proportional to the casting defects.
An orthogonal array was constructed for the six factors undertaken, and performing 18 sets of
experiments generated the data. The weights of the finished castings were obtained and signalto-
noise ratios were calculated by using the nominal best approach of parameter design. The
average values of signal-to-noise ratios for each factor at three levels were calculated and
were plotted on the graph. Considering the maximum signal-to-noise ratios from the graph,
the optimum levels of process factors in the type of task considered were obtained.
A validation experiment was performed using the levels obtained. The weight of the castings
produced was found to have a value close to the target value.