Arash Shahin

• Professor of Quality Engineering and Management
• Professor (Full) at University of Isfahan

Purpose This paper aims to simulate vital corrective actions (CAs) affecting system availability through a system dynamics approach based on the results obtained by analyzing the causal relationships among failure modes and effects analysis elements. Design/methodology/approach A stock and flow diagram has been developed to simulate system behavio...

This study aims to provide methodological insight for managing the strategic human resources risks. A mixed-method approach was conducted to detect and assess risks in small and medium ICT companies in two different cities in two Middle Eastern countries. In the quantitative phase, risks were detected, and then quantitative data were collected by t...

The purpose of this research is to provide a new approach to measure, predict and ultimately improve service quality of all data and indicators affecting service quality simultaneously. In this research, two indicators of performance and gap of service quality have been used. The data mining model provided based on clustering has been used to segme...

Many approaches to requirements classification in the Kano model use strict categories defined in the past – attractive, one dimensional, must-be, indifferent, and reverse. This study aims to design a user-friendly tool for a relatively accurate understanding of the impact of customer requirements fulfillment on satisfaction and dissatisfaction. To...

Despite the abundance of literature on manufacturing location decision-making and selection, there appears to be a significant deficit in research pertaining to service location, particularly within the tourism industry. Given the critical role that location selection plays in the feasibility and development of tourism, this paper endeavors to prov...

In comparison to other sectors, it is observed that while services, particularly telecommunications, have experienced rapid growth, contributing significantly to the Gross Domestic Product (GDP) and employment globally, their productivity and quality seem to have not advanced correspondingly. This paper underscores the importance of service quality...

In the present study, the domain of customer complaints management (CCM) and its pivotal challenges are explored as fundamental elements for fostering customer retention and loyalty. This study illustrates and examines various models that represent the CCM process. Additionally, it introduces a framework for complaint intensity, wherein the combine...

Purpose This study aims to investigate the extent and pattern of the influence of one of the most important decision-making tools in the context of social commerce. This study demonstrates how much customer testimonials (including verified purchases and ordinary users) can influence the sales rank of experience and search goods. Design/methodology...

Abstract Purpose This paper proposes an approach for prioritizing Risk Mitigation (RMTG) approaches in perishable food Supply Chains (SCs). Design/methodology/approach An integrative approach has been proposed, based on the risk typology and Supply Chain RMTG (SCRMTG) approaches literature review, integrating trending Failure Modes and Effects Ana...

Full CfP is available at Emerald website: https://www.emeraldgrouppublishing.com/calls-for-papers/crafting-excellence-through-digital-voice-customer-age-quality-40 ----------------------- The ongoing digitalization of organizations provides distinctive opportunities to elevate the management of product and service quality. Traditional quality man...

Purpose This study aims to investigate the effects of organizational culture factors on the selection of software process development models and develops a conceptual model for selecting and adopting process development models with an organizational culture approach, using 12 criteria and their sub-criteria defined in Fey and Denison’s model (12 cr...

Purpose The purpose of this paper is to determine the attractiveness or unattractiveness of cyberloafing in the workplace using Q methodology and the Kano model. Design/methodology/approach The perception of employees towards cyberloafing was investigated based on Q methodology, and then they were prioritized using Kano model. Ten IT companies wer...

Purpose: This study aims to propose an approach for analyzing the supplier-producer relationship quality. Design/methodology/approach: A questionnaire has been compiled and distributed to two transportation and concrete producer companies. The relationship quality by its constituent dimensions has been investigated with the aid of gap analysis and...

Purpose This study aims to propose an integrated framework for analyzing the effect of lean and agile innovation on the lean and agile supply chains. Design/methodology/approach The literature was reviewed and the dimensions of lean and agile supply chain/innovation were extracted. The statistical population included the managers and experts of ph...

Given the dynamic nature of contemporary markets and the importance of innovation driving new sources of revenue, it is essential for firms to manage innovation to gain an advantage. However, the innovation process is complex and presents multiple strategies for success with little support for managers in selecting the most appropriate strategy. In...

Today, the intense competition in any industries has lead organizations to try to win in this arena. Competition has changed customer-related sight of organizations, because a customer is one who fosters or kills a business. Therefore, today's customer is known as a survival factor for all organizations. In this article, the aim of ECCM and FMEA co...

در اين پژوهش هدف اصلي رتبه بندي شكايات الكترونيك مشتريان از تجزيه و تحليل حالات بالقوه خرابي 1 و روش هاي ترجيح براساس مشابهت به راه حل ايده آل 2 براي تحليل و بهبود مديريت شكايت مشتريان مي باشد. هم چنين اولويت بندي عوامل مربوط به حالات و علت خطا به کمك الگوي تلفيقي از TOPSIS و FMEA و بررسي نتايج حاصل از پياده سازي الگوي تلفيقي در شرکت گاز استان اصفه...

Purpose This study aims to propose a framework for identifying and measuring the gaps between evaluation and goal setting in service supply chain (SSC) processes towards planning and development of sustainable tourism aligned with the firm's real conditions and capabilities. Design/methodology/approach By the concept of the service quality gap mod...

Purpose This paper aims to revise the ideal ratio for selecting new products based on their qualitative analysis of desired/undesired functions. Design/methodology/approach The Kano model has been integrated with the ideal ratio to select and prioritize the design of new products. First, the functional analysis method in value engineering was used...

With the advancement of technology, service quality has become strongly reliant on providing Information Technology (IT) services in all sections of an organization. Accordingly, a comprehensive framework is represented in this study to assess the quality of services supplied by the IT unit in a manufacturing company, which integrated the SERVQUAL...

Nowadays, any organization, in order to be aware of the desirability and quality of its activities, especially in dynamic environments, urgently needs an evaluation system to assess its system’s performance and efficiency. In this study, the performance of production and service organizations has been evaluated according to the effect of knowledge...

This study aims to show how to optimise the combination of costs of quality in the product life cycle towards achieving robust product design. The Taguchi design of experiments and prevention, appraisal, failure (PAF) model of costs of quality applied for determining the optimal combination of the costs of quality in the product life cycle. Four pr...

Article type: Research Article Customer experience has become a focus of study in the scientific community. Though the customer experience and its components are measured to define, the antecedents and dimensions of customer experience require a comprehensive assessment in developing countries such as Iran. For this purpose, 23 in-depth semi-struct...

PURPOSE: This study aims to bridge the literature gap and provide a comprehensive and clear vision of managing Human Capital risk through an easy-to-apply risk management methodology. In addition, to provide an integrated process to manage Human Capital risks. METHODOLOGY: This paper conducted a mixed-method approach; risks were gathered by analyzi...

Lean Six Sigma (LSS) is an effective quality improvement program. The deployment of LSS in organisations is done with significant investment as it has many benefits. As to higher education institutes (HEIs), this system has not been applied in the manner it should be. Identifying an appropriate project requires a precise analysis of the data to mak...

The crisis is a devastating event that is difficult to predict. If not managed, it can cause significant problems for the organization. Therefore, organizations need a comprehensive framework to manage crises well. This article aims to present a new crisis management model with an overlapping attitude and prioritize the most critical components bas...

This study aims to propose a new approach for service quality improvement through simultaneous measurement of all data and indicators affecting service quality and related to each service along with each other, and to find the importance and relationship between these indicators and suggesting service quality improvement solutions. The proposed mod...

Purpose This paper aims to develop a system dynamics (SD) model to identify causal relationships among the elements of failure modes and effects analysis (FMEA), i.e. failure modes, effects and causes. Design/methodology/approach A causal loop diagram (CLD) has been developed based on the results obtained from interdependencies and correlations an...

Purpose After quality costing, most companies do not know how to invest in supplier quality improvement. This study aims to develop a comprehensive model for the effect of supplier quality criteria on supplier quality costs. Design/methodology/approach The independent variable of supplier quality criteria and the dependent variable of supplier qua...

In human resource management, the first approach is to select and recruit an employee in accordance with the organisational goals and strategies. This study aims to identify the dimensions influencing the selection of an appropriate employee. It is typically a qualitative research based on grounded theory and in-depth and semi-structured interview....

This study aims to identify and classify the performance indicators of a sustainable supply chain based on the Global Report Initiative (GRI) standard using multivariate analysis. Marjan Tile Company has been selected for the case study. Performance indicators of the sustainable supply chain have been reviewed and the GRI standard has been selected...

Purpose: This paper aims to propose an approach for selecting outsourcing strategies in the two-level bidirectional service supply chain. Design/methodology/approach: Analytic hierarchy process (AHP) has been used for selecting two factors that have maximum influence on service outsourcing decisions. The selected factors have been integrated with q...

Purpose – This paper aims to propose an integrative economic model of GRI (Global Reporting Initiative) and performance prism based on concurrent engineering and developed Balanced Scorecard (BSC). Design/methodology/approach – In this paper, the supplier aspect added to the basic BSC framework, a QFD developed in four phases, and the economic GRI...

Achieving sustainable competitive advantage in conditions of high environmental uncertainty is very complicated and difficult. However, there is scarcity in research in this area. The present research aims to identify the effective capabilities involved in achieving sustainable competitive advantage in conditions of high environmental uncertainty a...

Purpose This study aims to identify the drivers of human resource empowerment in understanding the new concept of Quality 4.0 in the digital era. Design/methodology/approach First, the literature of quality management evolution in the fourth industrial revolution (Industry 4.0) and the position of the required workforce in Quality 4.0 were reviewe...

A literature review on 35 articles that are published between 2019 and 2020 are made. The focus is on studying the risk management in supply chain under the Covid-19 circumstances. 24 articles out of the 35 articles are directly related to this study. The biggest difference between the Supply Chain Management (SCM) threats and pandemic is that the...

While literature review indicates that ServQual has been widely used as an effective approach for measuring service quality and e-service quality, e-security as an important dimension of e-quality, in turn, includes different sub-dimensions and the ServQual approach could be developed to measure e-security quality. In this paper, literature has bee...

A procurement system is a crucial part of supply chain management in firms. International companies are looking forward to how much it is possible to save through implementing the strategies of e-procurement fully. In this paper, we study e-procurement and its application along with its added value for the firms. In addition, we discuss its drivers...

The aim of this study is to present an integrated method to increase the quality of the product during its lifetime through the design of Taguchi experiments and PAF model of quality costs. For this purpose, the combination of the importance of quality costs in the life cycle of the product by combining the PAF quality cost model and designing Tagu...

As a combination of innovation and environmental development concepts, green innovation is of great significance to sustainable development. The purpose of present research was to consider the effect of Green Entrepreneurial Orientation(GEO) on Green Radical Innovation(GRI) and Green Incremental Innovation(GII) with the mediating role of Supply Cha...

The aim of the study is to find how a framework could be developed for selecting the relevant strategy and policy of maintenance by TOPSIS and weighted mean approaches. For this purpose, first maintenance criteria and KPIs have been weighted; and then, maintenance strategy and policy have been selected. Esfahan Steel Company (ESCO) has been selecte...

Purpose Many industries accomplish green innovation for sustainable development, but it should play a significant role in the sustainable development and implementation of an organizations benefit. The purpose of this paper is to examine if green business innovation in terms of technology, organization, stakeholder and policies is able to develop c...

The work by Barforoush et al. (2021) highlighted that there is still a significant issue with green innovation in the fossil fuel industry, despite the ability for such innovation to grant significant competitive advantage. There is currently little incentive, and too much profit at stake, for such organizations to meaningfully commit to green inno...

Today, the environment and its protection have become critically important for business excellence. Since automobile companies can have a significant impact on the improvement of energy consumption and environmental protection, the aim of this study is to evaluate green marketing in the automobile industry and its impact on customer trust. For this...

Purpose-The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify customers into more accurate segments. Design/methodology/approach-The present study offers a look at the three most commonly used approaches to assessing customer loyalty: net...

This study aims to develop a model for the enablers, critical success factors (CSF) and barriers to frugal innovation (FI). A systematic literature review (SLR) conducted on 372 documentaries of five databases and semistructured interviews conducted with active industrial and academic experts in the innovation field. Then, factors obtained from SLR...

Purpose This study aims to revise the weights in the interrelationship matrix of the house of quality. Desqign/methodology/approach After determining customer requirements (CRs) and product design characteristics (PDCs), a house of quality (HoQ) has been developed and the interrelationships between CRs and PDCs have been determined and classified...

The purpose of this study is to propose a conceptual model of influencing and influenced factors of open innovation in universities. This study is typically qualitative based on thematic analysis. First, the contexts of books and journals and conference articles have been extracted to find the influencing factors and influenced factors of open inno...

The aim of this study is to identify the conformity level of decision makers’ perception of customer needs and indicators of satisfying customers. For this purpose, the marketing and sales department of Esfahan Steel Company (ESCO) was selected for case study. The statistical population included clients and decision makers of the company. Technique...

So far, numerous studies have been published on the selection of appropriate maintenance tactics based on some factors affecting them such as time, cost, and risk. This paper aims to develop the TRIZ contradiction matrix by explaining the dimensions and components of each of the following Reactive maintenance tactics. The related findings of previo...

This paper aims to propose a framework for identifying and prioritizing software features of CMMS success factors. In order to achieve this goal, we tried to identify customers and users’ requirements of this software using a two-stage QFD approach and suggest features and specifications for new products and services afterwards. The results of this...

Purpose The aim of this study is to develop a 3D model of decision- making grid (DMG) considering failure detection rate. Design/methodology/approach In a comparison between DMG and failure modes and effects analysis (FMEA), severity has been assumed as time to repair and occurrence as the frequency of failure. Detection rate has been added as the...

Purpose In this study, an integrative approach of customer satisfaction and cost of quality has been proposed for the value analysis of products based on a cost–benefit ratio. Design/methodology/approach For the integrative approach, Kano and prevention-appraisal-failure (PAF) models have been applied. By the proposed approach, the value of produc...

The aim of this study is to determine and separate the critical uccess factors (CSFs) of enterprise requirements planning (ERP) into causes and effects. For this purpose, literature has been reviewed and the branches of a bank have been selected. Based on a pair wise comparison questionnaire relevant to the decision making trial and evaluation (DEM...

This paper aims to propose a framework for identifying and prioritising software features of CMMS success factors. In order to achieve this goal, we tried to identify customers and users' requirements of this software using a two-stage QFD approach and suggest features and specifications for new products and services afterwards. The results of this...

Journal of Production and Operations Management ISSN print: 2251-6409 ISSN online: 2423-6950 4 issues per year Call for Paper Aims and scope JPOM publishes leading-edge, innovative research that has the potential to significantly advance the field of production and operations management, theoretically and practically, in both manufacturing and ser...

از ویژگی‌های بارز دنیای رقابتی امروز، گسترش استفاده از فناوری اطلاعات است. کسب‌وکار الکترونیک - که در سال‌های اخیر، رشد زیادی داشته است - مزایای فراوانی برای سازمان‌ها، مشتریان و جامعه به همراه دارد. هدف این پژوهش، شناسایی سیاست‌های تأثیرگذار بر نرخ پاسخ به تقاضا در کسب‌وکار الکترونیکی است. بدین‌منظور، با بهره‌گیری از روش پویایی‌شناسی سیستم، متغیره...

Effective adoption and implementation of green initiatives in greening a supply chain are threatened by several risks. Hence, investigating appropriate responses to mitigate risks is needed by most companies. The aim of this study is to propose a new approach for prioritizing the risks of Green Supply Chain (GSC) in a fuzzy environment. For this pu...

In this article, the influence of two design variables of chocolate packaging, i.e., material and graphic, has been examined on consumer impressions and willingness to buy. Kansei Engineering methodology has been applied to measure the emotional responses to the two chocolate packaging design variables. The influence of participants’ gender has bee...

There is a large body of literature on maintenance subject driven by its significance. In this research, the components of effective selection of maintenance tactics from a new perspective and innovative according to Altshuller's parameters are identified, extracted and classified in the TRIZ inconsistency matrix. The present qualitative meta-synth...

A general literature review has been made on 35 papers (published 2019-2020) with a focus on studying supply chain risk management under Covid-19. Out of the collected papers, 24 papers were recognized as the main references of this paper and were directly related to the subject of this study; they were all published in 2020. The most important dif...

The aim of this study is to explain how the quality of industrial paints can be improved by failure modes and effects analysis (FMEA) and Taguchi design of experiments. For this purpose, a paint manufacturer was selected and FMEA was applied to identify and prioritize the paint problems. Taguchi was also used to identify and determine the levels of...

The purpose of this study is to rank the indicators of open innovation adoption (OIA) based on new product development (NPD) factors using fuzzy TOPSIS method. The indicators of OIA include absorption capacity, dimensions of innovation, material factors, organisational factors, individual factors and environmental factors and the NPD factors includ...

The objectives of this study are threefold: to identify the three factors of supplier sustainability; to calculate the gap ratio of the three factors; and to prioritise the gaps in terms of their importance ratings. For this purpose, a healthcare service supplier has been investigated as a case study. Base on literature review, the indicators of th...

This study aims to evaluate the Green Supplier Development Programs (GSDPs) for greening a supply chain. However, this problem is threatened by restricted quantitative information, the specific context of the organisation, lack of prior experience and varying supplier backgrounds. In this paper, we propose a fuzzy integrated Multi-Criteria Decision...

Purpose The main purpose of this study is to develop a model for prioritizing the critical success factors (CSF) of enterprise resources planning (ERP) based on the enablers of organizational agility (OA). Design/methodology/approach First, the CSFs of ERP and the enablers of OA have been identified and classified using Decision-Making Trial and E...

Purpose This study aims to develop a comprehensive set of determinants and sub-determinant of eco-innovation (EI) and to propose an approach for their structuring and prioritisation. Design/methodology/approach A framework was developed based on a literature review, interpretive structural modelling (ISM) was used to structure the main determinant...

The purpose of this study is to identify the types of consumer emotions, categorize and explain their relationships in the packaging industry. In order to achieve the research goals, in the first step, the types of emotions delivered to consumers by product package were identified by conducting in-depth interviews with 50 consumers in Isfahan throu...

Purpose This paper aims to propose a framework for the dimensions of frugal innovation enablers in small and medium-sized enterprises (SMEs). Design/methodology/approach A mixed research approach has been applied. First, by a comprehensive literature review, the most important factors influencing frugal innovation have been identified. Then, an in...

The main purpose of this study is to develop a model of talent excellence. For this purpose, thematic analysis and interviews with university experts, industry experts and managers were first used to identify a model for talent excellence. Then, a researcher-made-questionnaire was used to study the current status of target population based on talen...

Purpose This paper aims to assess the contribution of competitiveness factors in how small and medium-size enterprises (SMEs) would access competitive advantage (CA) by focussing on industry structure and devise a conceptual model thereof. Design/methodology/approach The enterprises from three industries consisting of knowledge-based, single-use m...

Abstract: The purpose of this study is to rank the indicators of open innovation adoption (OIA) based on new product development (NPD) factors using fuzzy TOPSIS method. The indicators of OIA include absorption capacity, dimensions of innovation, material factors, organizational factors, individual factors and environmental factors and the NPD fact...

The TQM Journal Guest Editorial

Purpose The purpose of this paper is twofold: first, to revise the Kano model with a focus on one-dimensional attributes; and second, to use the revised model for categorizing and prioritizing various employee compensation strategies. Design/methodology/approach The Kano evaluation table has been revised and the one-dimensional attribute has been...