No abstract

The main aim of this paper was two-fold: first, to design a participative methodology that facilitates lean management implementation in healthcare by adopting the action research approach; second, to illustrate the usefulness of this methodology by applying it to the sleep unit of a public hospital in Spain. This methodology proposes the implementation of lean management in its broadest sense: adopting both lean principles and some of its practical tools or practices in order to achieve competitive advantage. The complete service value chain was considered when introducing changes through lean management implementation. This implementation involved training and involving staff in the project (personnel pillar), detecting and analysing “waste” in value chain processes (processes pillar) and establishing control and measurement mechanisms in line with objectives (key performance indicators pillar) and putting in place improvement actions to achieve these objectives. The application of this methodology brought about an improvement in the management of patient flow in terms of effectiveness, efficiency and quality but also an internal transformation towards lean culture.

Purpose The purpose of this paper is to propose and validate a framework for improving efficiency in road transport based on key performance indicators (KPIs) and personnel participation. The use of the “Overall Equipment Effectiveness” (OEE) indicator is widespread in factories. The framework adapts OEE to transport management. Design/methodology/approach Research was divided into two phases. The first phase included development of a participative framework, which was based on the authors’ experience and a literature review related to transport KPIs. The second phase involved the validation of the framework, adopting an “Action Research” approach by leading its implementation in a Spanish retailer. Findings Implementation of the framework has promoted more efficient transport in the company. The framework could be extrapolated to other companies, particularly, transport and parcel companies. By applying the “Action Research” approach it has been shown that researchers and practitioners can create knowledge by resolving problems that are of interest to both parties. Research limitations/implications The framework has been applied in one company and could achieve broader validation. Additionally, integrating only indicators of transport efficiency into the OEE proposal has meant that other perspectives, such as costs or the environment, have not been dealt with directly. Originality/value The framework is a new line of research applied to transport management. The academic and business contributions fall into three areas: transport management, organizational change and the methodology. There are few examples that illustrate “Action Research” adoption within the scope of supply chain management.

Purpose:To identify the main drivers that facilitate the successful deployment of a participation program aimed at improving competitiveness, as a prior step to analyze and discuss the implementation of these drivers in three services companies.Design/methodology/approach: The selection of the drivers was based on a "content analysis" of recent literature (2007)(2008)(2009)(2010)(2011)(2012)(2013)(2014)(2015)(2016)(2017). To test the level of deployment of these drivers, the "case study" technique was chosen. The authors have selected two public transport companies and one bank, which have more than twenty years' experience in the development of participation programs. Findings:From the case studies analysis, we conclude that participation can successfully improve a company's competitiveness, provided that the drivers are developed with this specific aim. Thus, the analysis of these drivers allows to identify some gaps in aspects such as, the extension of participation throughout the company, the methodology adopted in the deployment of participation programs, the organizational structure for monitoring the program tasks, the reward/recognition systems and, especially, the implementation of KPIs for connecting participation and competitiveness.Research limitations/implications: This paper is based on a review of current literature, the analysis of three case studies, and our own personal experience. Our observations and comments may be qualified by future investigation with an increased sample of companies. Practical implications:This paper could be of interest to companies due to outlines the drivers that are critical to implementing participation programs focused on competitiveness. This could help companies that are thinking of implementing such programs, or those that are unhappy with their current programs, to re-design their plans in line with their business strategy. Originality/value:The main contribution of this paper lies in its theoretical and applied approach, analyzing in a comparative and longitudinal way the deployment of the drivers in services companies. This analysis allows the identification of strengths and weaknesses in the implementation of these participation programs focused on competitiveness.This combined and comparative approach is considered especially novel in the academic and professional world. Likewise, the analysis of companies with a longstanding history in their participation programs is also relevant, particularly, in the services sector.

PurposeThe research objective is to analyze the situation and outlook for the future of the measuring and analysis practices used to determine customer satisfaction in 305 ISO 9000‐certified organizations of the Euro‐region Galicia (Spain)‐North of Portugal.Design/methodology/approachThe empirical study was conducted on a random sample of 305 ISO 9000 companies. Data were gathered by personally interviewing those responsible for quality management at the companies.FindingsCertified companies in the Euro‐region Galicia‐North Portugal have a high awareness of the need to measure and analyze the satisfaction of their customers and a predisposition towards it but, when it comes to putting said practice into action, they fall into certain methodological deficiencies that lead to their usefulness being only moderate.Research limitations/implicationsThis is a basically descriptive work concerning the practice of measuring and analyzing customer satisfaction in certified companies, within the Galicia (Spain)‐North Portugal Euro‐region. The results obtained are based on evaluations given by the interviewees, so that their reliability depends, to a large extent, on sincerity and good information being provided by the same.Originality/valueThe work is particularly useful for practitioners. The results may act as a guideline for the companies implementing these practices and for those who will do so in the near future. It is also of interest for orientating activities involving evaluation, training and assessment by companies and official bodies related to quality management, such as consultants, certification bodies, universities, business schools, etc.