Excellence Through Downstream Innovation in Times of Pandemic: Insights from the Auto Sector

Ojha, Ravindra; Mathew, Jones; Venkatesh, Umashankar

doi:10.1007/s42943-021-00032-w

Cited by 8 publications

(10 citation statements)

References 37 publications

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“…Apply the simple but robust DEMATEL (Agarwal and Kapoor, 2021 and Ojha et al. , 2021) approach for understanding the interrelationships between the enabling factors.…”

Section: Methodsmentioning

confidence: 99%

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Lean in industry 4.0 is accelerating manufacturing excellence – A DEMATEL analysis

Ojha

2022

TQM

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PurposeThe purpose of this research paper is to study the digital accelerators in conjunction with lean manufacturing enablers in the technology driven Industry 4.0 (I4.0) and understand their interrelationship dynamics with a goal to accelerate the pace of manufacturing excellence.Design/methodology/approachLiterature review coupled with the focus group approach facilitated to cull the key accelerating enablers to lean in I4.0. Thereafter, application of the multi criteria decision making methodology–DEMATEL (Decision Making Trial and Evaluation Laboratory) was carried out for analysis.FindingsA total of 18 factors from the integration of lean in I4.0 were identified from the focus group approach. The analysis from DEMATEL approach reflected that big data analytics and technology driven talent were the two most important factors in the manufacturing excellence journey. Leadership standard work and continuous improvement culture were the two key cause category factors, while, just in time the critical effect category factor.Practical implicationsAnalysis from DEMATEL approach has provided useful insights to industry leaders with the details of the degree of importance and type of influencing factors. It has given them direction in areas of investment to face the challenges of smart factories of tomorrow for sustainability.Originality/valueApplication of DEMATEL approach for analyzing the dynamics of the 18 factors in the integrated lean systems in I4.0 for manufacturing excellence.

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“…Apply the simple but robust DEMATEL (Agarwal and Kapoor, 2021 and Ojha et al. , 2021) approach for understanding the interrelationships between the enabling factors.…”

Section: Methodsmentioning

confidence: 99%

“…In ISM, the output depicts the driving and dependence power (Kumar et al. , 2017) of each factor, while the output from DEMATEL uncovers the cause and effect relationship (Agarwal and Kapoor, 2021 and Ojha et al. , 2021) and its degree of influence within the set of interacting factors.…”

Section: Methodsmentioning

confidence: 99%

Lean in industry 4.0 is accelerating manufacturing excellence – A DEMATEL analysis

Ojha

2022

TQM

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Section: Methodsmentioning

confidence: 99%

“…DEMATEL, which was originated at the Battelle Memorial Institute's Geneva Research Centre in 1971, was used by the authors since it was found to be useful in analyzing the causeand-effect relationships among different components of the system Ojha et al (2021) and Agarwal and Kapoor (2021). It was also found by the authors from the literature review that DEMATEL is still not a very popular tool and hence the thought of exploring it in this research.…”

Section: Methodsmentioning

confidence: 99%

Prioritizing enablers for service quality in healthcare sector – a DEMATEL approach

Gupta

Vrat

Ojha

2022

JHOM

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PurposeThe Healthcare sector is one of the important sectors of the Service Industry. It is believed that in this sector, the customer server relationship is very critical, and even the slightest gap in the people quality may have a huge impact on the delivered service quality. Some of these enablers are doctors, nursing staff and support staff. Furthermore, the nonpeople quality enablers such as diagnostic services, facilities, hygiene levels and so on are also likely to impact the delivered service quality. It was also felt that the degree of impact each enabler has on the service quality could vary. Therefore there is a need for structured and deep analysis. The paper attempts to identify, analyze and prioritize the enablers that impact the delivered service quality.Design/methodology/approachThe enablers have been identified through literature review and inputs from experts in the healthcare fraternity. The authors have explored different decision-making tools such as analytic hierarchy process (AHP), analytic network process (ANP), stepwise weight assessment ratio analysis, Hybrid Model and DEMATEL (Decision-Making Trial and Evaluation Laboratory) for the analysis of data in this paper. Based on the strengths of the approach and careful considerations by focus group discussions, DEMATEL was chosen as the best option. It is simple, unique, sparingly used in the healthcare sector, effective in prioritizing and gives meaningful insights on importance, cause and effect factors. DEMATEL approach converts the complex problem with interrelated factors into a clear structure that makes simple interrelationships among factors in the form of cause and effects digraph, and hence, the authors chose to use it. A case study in one of the hospitals has also been conducted to demonstrate the applicability of the developed index. The case study very strongly validates the developed index.FindingsThis research paper has found that there are people quality enablers such as the doctor, nursing staff, support staff and nonpeople quality enablers such as facilities, diagnostic services and hygiene levels maintenance, which impact the delivered service quality. It also concludes that the delivered service quality depends not only on the quality but also on the availability of these enablers. The inputs received from the experts have been run through the DEMATEL methodology and importance computed for each. The top five priority enablers are Quality of Doctor, Availability of Doctor, Quality of Support Staff, Quality of Nursing Staff and Availability of Support Staff.Research limitations/implicationsThe weights of the enablers have been obtained using the DEMATEL tool. These weights have been calculated using the inputs from 22 experts, which meets the statistical requirement (Skulmoski, 2007). However, a larger group of experts can be reached, and based on the inputs received from them, the tool can be revalidated for repeatability and reproducibility. Using Fuzzy DEMATEL can also be explored for further analysis.Practical implicationsThe proposed framework to assess the service quality level of a healthcare organization is based on a sound approach of DEMATEL. The service index arrived, thereafter, can be used to rate the delivered service quality by any healthcare organization. It can be used to compare the similar type of healthcare organizations across locations. This Index can facilitate improvements in the healthcare organization through internal and external benchmarking. It also helps the organization to know the gaps, understand the root cause, improve upon them and become the best in class. This Index uses the inputs from the end customers to calculate the rating, which makes it more reliable and accurate. The overall scores obtained from the Index can provide the ranking to the healthcare providing organizations and options to customers to choose from best. The service quality index can be used by an organization to continuously monitor their delivered service quality scores and improve them to become the best in class. The research paper highlights the significant role played by the people quality and its strong impact/contribution on the delivered service quality. Hence, it is believed that it will encourage the healthcare organizations to prioritize the improvement and upgrade of the people quality over the nonpeople quality aspect.Originality/valuePutting people and nonpeople quality enablers in one single model and assigning weights to them using the DEMATEL approach is a new application in healthcare. Developing an Index to measure the delivered service quality in the healthcare sector is also different and new.

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“…A robust employee involvement in decision making process is a credible criterion, for enhancing the performance of organizations in the turbulent and competitive market place. Ojha et al (2021) showed interactive marketing and effective communication will continue playing a significant role for service excellence in this constrained physical engagement world of service provider and customer in automotive sector.…”

Section: Quality Performance On Product and Servicementioning

confidence: 99%

Business Performance Improvement in Rubber-Parts Factory Through a Quality Management Model (Case Study: Ptx)

Hartono²,

Nashar³

et al. 2022

Sosiohumaniora

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A manufacturing plant operating in Banten producing automotive-rubber parts has been experiencing customer complaints increase in period of 2017-2019. Process management contributing to overall quality performance is examined and improved to reduce the problem. This research proposes a model consisting of Top Management Policy, Vendor Control, Employee Participation, Process Management, Quality Performance, Sales Performance and Intangible Performance is proposed. Top management policy provides direction for the vendor control, employee participation encouragement and process control. These three variables simultaneously increase the product quality in the form of conforming requirements, delivering excellent service and minimizing customer complaints. Subsequently, this quality performance improves sales and intangible performance. Respondents of this study were 100 employees of PT. X. PLS software was used to process the data in order to obtain the direction and magnitude of influence between variables referring to the proposed model. The research shows that top management policy has significant effect to vendor control, participation and process control at values of 0.398, 0.480, and 0.487 subsequently. These three variables increase quality of product and service at values of 0.303, 0.426 and 0.188. The quality performance affects intangible at 0.252 but it does not affect sales.

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Excellence Through Downstream Innovation in Times of Pandemic: Insights from the Auto Sector

Cited by 8 publications

References 37 publications

Lean in industry 4.0 is accelerating manufacturing excellence – A DEMATEL analysis

Lean in industry 4.0 is accelerating manufacturing excellence – A DEMATEL analysis

Prioritizing enablers for service quality in healthcare sector – a DEMATEL approach

Business Performance Improvement in Rubber-Parts Factory Through a Quality Management Model (Case Study: Ptx)

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