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Teas, R.K., 1993. "Expectations, Performance Evaluation and Consumer's Perceptions of Quality." Journal of Marketing, vol. 57 (October), pp. 18-34. ——————, 1994. "Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment." Journal of Marketing. vol. 58 (January), pp. 132-139. Zeithalm, V.A., Berry, L.L., and Parasuraman, A., 1993. "The Nature and Determinants of Customers' Expectations of Service." Journal of the Academy of Marketing Science, vol. 21, no. 1, pp. 1-12. Zeithaml, V.A., A. Parasuraman and L.L. Berry, 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press. 114
SYMBOLISM AND BUSINESS EDGAR J. RIDLEY President and Chairman ill 111 I»II»T»~ > X\\\ .\v\\yv ••••••.>'«. - EDGAR J. RIDLEY & ASSOOA TES, INC. 2500 E. Gary Street, Sutto 501 Richmond, VA 23223 Telephone/Telefax 804-649-OG05 E-Mail; rttttey@fichmond.lnfl.net February 22.1999 There have been various concepts put forth by consultants to improve productivity. There is an ongoing battle among consultants and/or consulting firms to see who can come up with the management concept that will be judged the leader of the pack. Concepts such as re-engineering have taken hold; companies not only in America but throughout the world realize that there is a huge market for quick-fix solutions to organizational problems. W. Edwards Deming, world-renowned for his 13 principles as spelled out in his book, Out of the Crisis, was rejected by Americans. After World War II, Japan hired him to find solutions to their management problems. However, Americans were intimidated by Deming and his concepts for an educated, fair and honest workforce. It was only after American corporations became sophisticated enough to mythologize Deming's concepts were they willing to not only give Deming an audience, but hire him to solve their economic and management problems. Mythology allows us to corrupt and distort good concepts, good behavior and good intentions. 115
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PRODUKTIVm SUPPLIER DEVELOPMENT IN
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pRODUKnvm PENASIHAT Tuan Haji Ismai
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BIODATA OF RALIMOHD NOR Rali Mohd N
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The supplier development concept ha
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4. SCOPE AND LIMITATIONS OF THE STU
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Annual Master Plan (AMP) Long Range
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6.2 SELECTION OF SUPPLIERS The supp
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Cases/ Company Company A Company B
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Proton inherited the automobile tec
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such as of technical know-how, supp
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A point worth noting in the Malaysi
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finished products. In short, the JI
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Car Assembly Production © Reverse
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Appendix 1: Cost Breakdown of Proto
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Departments Procurement & Vendor De
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Average ration of share parts Produ
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Sako, M, (1992), "Prices, Quality a
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JUST-IN-TIME (JIT) PRINCIPLES AND S
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UJ UJ Figure 1.1: Existing Layout o
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At the University of Bradford (UOB)
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Presently, tools for all the machin
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2.3 Proposed Layout Improvement No.
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MC NO. Al A2 A4 A5 A6 47 A8 A9 A10
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Controller who plans the production
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Figure A4r i > \ 2 \l C c / ) 1.8 P
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Raw Mat. Store Tool Storage Area To
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above, the forklift is not required
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The remaining of the production los
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4.10 Set-up Time Reduction Saving T
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TABLE 2.2 Standard Price List for P
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5.3 Project Achievements The propos
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REFERENCES 1. Alaya, S.E.B.H., Elim
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27. Monden Y., Toyota Production Sy
Page 67 and 68: BIODATA OF ALIAS RADAM Alias Radam
Page 69 and 70: an investment-driven strategy towar
Page 71 and 72: country's dependence on chemical im
Page 73 and 74: distance ratio: OB/OF in order to m
Page 75 and 76: productivity growth in the context
Page 77 and 78: egistered the largest increase in m
Page 79 and 80: Productivity Growth Measurement Two
Page 81 and 82: CONCLUSION Chemical related industr
Page 83 and 84: Chambers, R. (1988) Applied Product
Page 85 and 86: Maisom, A. (1995) "Total Factor Pro
Page 87 and 88: TABLE 1 TYend in Production, Employ
Page 89 and 90: MIC Code 35111 35119 35120 35130 35
Page 91 and 92: Year 1983 1984 1985 1986 1987 1988
Page 93 and 94: TABLE 8 Malmquist Index, Technical
Page 95 and 96: FIGURE 2 Malmquist Index and Produc
Page 97 and 98: BIODATA OF DR. SHARIFUDDIN ZAINUDDI
Page 99 and 100: However, the extremely few existing
Page 101 and 102: SERVICE QUALITY MODEL According to
Page 103 and 104: Word of Mouth Communications CONSUM
Page 105 and 106: any point in the ZoT might be consi
Page 107 and 108: who pay a nominal fee and received
Page 109 and 110: RESEARCH FINDINGS Hypothesis la: Ac
Page 111 and 112: TABLE 2 Manova and Paired Sample T-
Page 113 and 114: It could be real that government fa
Page 115 and 116: REFERENCES Adam, E.E. Jr., J.C. Her
Page 117: McKinney, Jerome B., 1995. Understa
Page 121 and 122: Once it is understood that we live
Page 123 and 124: must be eliminated because racism n
Page 125 and 126: which are people of color, out of t
Page 127 and 128: The productivity problems of Americ
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