Quality management practices in SMEs : a comparative study between India and Namibia
- Chakraborty, Ayon, Mutingi, Michael, Vashishth, Abhishek
- Authors: Chakraborty, Ayon , Mutingi, Michael , Vashishth, Abhishek
- Date: 2019
- Type: Text , Journal article
- Relation: Benchmarking Vol. 26, no. 5 (2019), p. 1499-1516
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- Description: Purpose: Small- and medium-sized enterprises (SMEs) have now become an important part of economy for not only developed nations but also for emerging economies. Irrespective of the benefits that can be derived, SMEs in emerging economies still lack the will to implement quality management (QM) practices. Using a comparative study, the purpose of this paper is to understand the status of QM practices in SMEs of emerging economies. Design/methodology/approach: A survey-based approach was adopted to understand the established QM practices in the SMEs. A survey instrument was designed by reviewing the literature on QM initiatives in SMEs. A sample of 270 SMEs across Southern India and 189 SMEs in Namibia was selected through stratified random sampling technique. Findings: The overall response rate was 19.52 percent for India and 26.46 percent for Namibia, respectively. There were similarities and differences in responses from SMEs in both countries. Similarities are in terms of limited implementation of QM practices, and also less use of tools and techniques. Reasons for not implementing include unknown to the authors, and the high cost of training. Differences emerged in the type of market (Indian SMEs catering to one major customer), CSFs and business performance indicators. It was interesting to find that management commitment and involvement do not have a major influence as CSF for SMEs in both the countries. Originality/value: The research is the first attempt in bringing a comparative study about QM practices in SMEs from developing countries. The insights will help emerging economies to develop policies for education and training, and thus facilitate implementation of QM practices in SMEs. © 2019, Emerald Publishing Limited.
- Authors: Chakraborty, Ayon , Mutingi, Michael , Vashishth, Abhishek
- Date: 2019
- Type: Text , Journal article
- Relation: Benchmarking Vol. 26, no. 5 (2019), p. 1499-1516
- Full Text:
- Reviewed:
- Description: Purpose: Small- and medium-sized enterprises (SMEs) have now become an important part of economy for not only developed nations but also for emerging economies. Irrespective of the benefits that can be derived, SMEs in emerging economies still lack the will to implement quality management (QM) practices. Using a comparative study, the purpose of this paper is to understand the status of QM practices in SMEs of emerging economies. Design/methodology/approach: A survey-based approach was adopted to understand the established QM practices in the SMEs. A survey instrument was designed by reviewing the literature on QM initiatives in SMEs. A sample of 270 SMEs across Southern India and 189 SMEs in Namibia was selected through stratified random sampling technique. Findings: The overall response rate was 19.52 percent for India and 26.46 percent for Namibia, respectively. There were similarities and differences in responses from SMEs in both countries. Similarities are in terms of limited implementation of QM practices, and also less use of tools and techniques. Reasons for not implementing include unknown to the authors, and the high cost of training. Differences emerged in the type of market (Indian SMEs catering to one major customer), CSFs and business performance indicators. It was interesting to find that management commitment and involvement do not have a major influence as CSF for SMEs in both the countries. Originality/value: The research is the first attempt in bringing a comparative study about QM practices in SMEs from developing countries. The insights will help emerging economies to develop policies for education and training, and thus facilitate implementation of QM practices in SMEs. © 2019, Emerald Publishing Limited.
Exploring the adoption of lean principles in medical laboratory industry: Empirical evidences from Namibia
- Isack, Hilma, Mutingi, Michael, Kandjeke, Hileni, Vashishth, Abhishek, Chakraborty, Ayon
- Authors: Isack, Hilma , Mutingi, Michael , Kandjeke, Hileni , Vashishth, Abhishek , Chakraborty, Ayon
- Date: 2018
- Type: Text , Journal article
- Relation: International Journal of Lean Six Sigma Vol. 9, no. 1 (2018), p. 133-155
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- Description: Purpose: As the demand for efficiency and quality in the health-care industry has increased over the past few years, adoption of Lean principles and tools in the medical laboratory industry has become increasingly crucial. The purpose of this study is to explore the level of adoption, barriers and enablers of Lean principles and tools in the Namibian medical laboratory industry. Design/methodology/approach: A descriptive cross-sectional study was carried out to examine the level of usage, barriers and enablers, impact of Lean tools and to suggest appropriate strategies for adopting Lean in the Namibian medical laboratory services. Findings: Research findings reveal that Lean tools are moderately implemented in most laboratories. Standard operating procedures, root cause analysis, overall equipment effectiveness and visual management are the important Lean tools used in the industry. Results of the survey also show that Lean tools had a positive impact on operational performance, employee motivation, turnaround time and cost reduction. Furthermore, top management involvement, adequate training and proper planning emerged as important enablers, while lack of support from the management, financial constraint and staff resistant to change are major barriers to the adoption of Lean principles in the Namibian medical laboratory industry. Research limitations/implications: The paper has inherent limitations of survey research, which the authors will overcome by using case studies with medical laboratories. Practical implications: The findings of the authors’ work will help in widening the application of Lean principles in more medical laboratories in Namibia and in other parts of the world. Originality/value: The paper is based on numerous health-care studies on Lean. This is one of the few papers investigating the adoption of Lean principles, specifically in medical laboratories, from an emerging economy such as Namibia. © 2018, Emerald Publishing Limited.
- Authors: Isack, Hilma , Mutingi, Michael , Kandjeke, Hileni , Vashishth, Abhishek , Chakraborty, Ayon
- Date: 2018
- Type: Text , Journal article
- Relation: International Journal of Lean Six Sigma Vol. 9, no. 1 (2018), p. 133-155
- Full Text:
- Reviewed:
- Description: Purpose: As the demand for efficiency and quality in the health-care industry has increased over the past few years, adoption of Lean principles and tools in the medical laboratory industry has become increasingly crucial. The purpose of this study is to explore the level of adoption, barriers and enablers of Lean principles and tools in the Namibian medical laboratory industry. Design/methodology/approach: A descriptive cross-sectional study was carried out to examine the level of usage, barriers and enablers, impact of Lean tools and to suggest appropriate strategies for adopting Lean in the Namibian medical laboratory services. Findings: Research findings reveal that Lean tools are moderately implemented in most laboratories. Standard operating procedures, root cause analysis, overall equipment effectiveness and visual management are the important Lean tools used in the industry. Results of the survey also show that Lean tools had a positive impact on operational performance, employee motivation, turnaround time and cost reduction. Furthermore, top management involvement, adequate training and proper planning emerged as important enablers, while lack of support from the management, financial constraint and staff resistant to change are major barriers to the adoption of Lean principles in the Namibian medical laboratory industry. Research limitations/implications: The paper has inherent limitations of survey research, which the authors will overcome by using case studies with medical laboratories. Practical implications: The findings of the authors’ work will help in widening the application of Lean principles in more medical laboratories in Namibia and in other parts of the world. Originality/value: The paper is based on numerous health-care studies on Lean. This is one of the few papers investigating the adoption of Lean principles, specifically in medical laboratories, from an emerging economy such as Namibia. © 2018, Emerald Publishing Limited.
Service quality assessment of internet banking : empirical evidences from Namibia
- Mutesi, Johannes, Mutingi, Michael, Chakraborty, Ayon
- Authors: Mutesi, Johannes , Mutingi, Michael , Chakraborty, Ayon
- Date: 2016
- Type: Text , Journal article
- Relation: E-service journal Vol. 10, no. 1 (2016), p. 42-65
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- Description: SERVQUAL as a model has for long attracted researchers to apply in different contexts. The objective of this research is to focus on e-service quality in the absence of face-to-face encounter for commercial banks in an emerging economy such as Namibia. The focus is to understand both customer perception about Internet banking and the usability of the banking website. Based on prior literature on service quality assessment and website usability a priory model was developed. The model is then tested through a questionnaire survey of customers of commercial banks in Namibia. Using factor analysis, a refined model for assessing service quality of Internet banking was developed. The refined model includes three service quality dimensions: service performance, communication and website design. Service performance was most preferred on satisfaction level whereas in communication customers were dissatisfied as well as indifferent towards a 24 hours customer's service. This is in contrary to the existing literature. The third dimension, i.e. website design was high on customer satisfaction level. Finally, on usability evaluation of banking website it was found that acceptance level of the Internet banking website for the commercial banks in Namibia is marginally high.
- Authors: Mutesi, Johannes , Mutingi, Michael , Chakraborty, Ayon
- Date: 2016
- Type: Text , Journal article
- Relation: E-service journal Vol. 10, no. 1 (2016), p. 42-65
- Full Text:
- Reviewed:
- Description: SERVQUAL as a model has for long attracted researchers to apply in different contexts. The objective of this research is to focus on e-service quality in the absence of face-to-face encounter for commercial banks in an emerging economy such as Namibia. The focus is to understand both customer perception about Internet banking and the usability of the banking website. Based on prior literature on service quality assessment and website usability a priory model was developed. The model is then tested through a questionnaire survey of customers of commercial banks in Namibia. Using factor analysis, a refined model for assessing service quality of Internet banking was developed. The refined model includes three service quality dimensions: service performance, communication and website design. Service performance was most preferred on satisfaction level whereas in communication customers were dissatisfied as well as indifferent towards a 24 hours customer's service. This is in contrary to the existing literature. The third dimension, i.e. website design was high on customer satisfaction level. Finally, on usability evaluation of banking website it was found that acceptance level of the Internet banking website for the commercial banks in Namibia is marginally high.
Impact of quality management tools and techniques : case of Namibian municipal water distributors
- Silombela, Timothy, Mutingi, Michael, Chakraborty, Ayon
- Authors: Silombela, Timothy , Mutingi, Michael , Chakraborty, Ayon
- Date: 2018
- Type: Text , Journal article
- Relation: Journal of Quality in Maintenance Engineering Vol. 24, no. 1 (2018), p. 2-21
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- Description: Purpose - The purpose of this paper is to provide an understanding on the impact of quality management (QM) tools and techniques in water supply infrastructure maintenance and the generation of non-revenue water (NRW) by Namibian Municipal Water Distributors. Design/methodology/approach - In-depth interviews were selected as the primary data collection method, while secondary data were collected using document review and observations. In-depth interviews as primary method provided rich data and details on the subject matter from the respondents. Document review and observations provided a holistic perspective and understanding of the context within which the maintenance projects are handled by municipal water distributors. Findings - The study found that as the number of QM tools employed to analyze maintenance data increases, the generation of NRW by the municipality decreases. However, for the tools to be effective, they should cover applications such as problem identification, data analysis, process analysis, decision making, planning, quality control and statistical process control, this helped Namibian municipalities to produce low volumes of NRW. In contrast, municipalities using QM tools arbitrarily lead to high quantities of NRW generation. Originality/value - The World Bank recommends that NRW should be less than 25 percent of the total water produced, while in many countries NRW is up to 60 percent. Developed economies have made efforts to reduce NRW but efforts are still at nascent stage in emerging economies. This is the first study providing evidences of QM tools application in maintenance process and effect on NRW. © 2018 Emerald Publishing Limited.
- Authors: Silombela, Timothy , Mutingi, Michael , Chakraborty, Ayon
- Date: 2018
- Type: Text , Journal article
- Relation: Journal of Quality in Maintenance Engineering Vol. 24, no. 1 (2018), p. 2-21
- Full Text:
- Reviewed:
- Description: Purpose - The purpose of this paper is to provide an understanding on the impact of quality management (QM) tools and techniques in water supply infrastructure maintenance and the generation of non-revenue water (NRW) by Namibian Municipal Water Distributors. Design/methodology/approach - In-depth interviews were selected as the primary data collection method, while secondary data were collected using document review and observations. In-depth interviews as primary method provided rich data and details on the subject matter from the respondents. Document review and observations provided a holistic perspective and understanding of the context within which the maintenance projects are handled by municipal water distributors. Findings - The study found that as the number of QM tools employed to analyze maintenance data increases, the generation of NRW by the municipality decreases. However, for the tools to be effective, they should cover applications such as problem identification, data analysis, process analysis, decision making, planning, quality control and statistical process control, this helped Namibian municipalities to produce low volumes of NRW. In contrast, municipalities using QM tools arbitrarily lead to high quantities of NRW generation. Originality/value - The World Bank recommends that NRW should be less than 25 percent of the total water produced, while in many countries NRW is up to 60 percent. Developed economies have made efforts to reduce NRW but efforts are still at nascent stage in emerging economies. This is the first study providing evidences of QM tools application in maintenance process and effect on NRW. © 2018 Emerald Publishing Limited.
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