Productivity &Quality Management

Frontiers - IVVolume 1

Refereed papers presented at the Fourth International Conference on Productivityand Quality Research, Febuary 9-12,1993, Miami, Florida USA

Edited by

David J. Sumanth, Ph.D., Conference ChairmanProfessor and Director, Productivity Research Group (UMPRG)Department of Industrial Engineering, University of Miami, Florida USA

Johnson A. Edosomwan, D.Sc, Conference Vice-ChairmanPresident, Johnson & Johnson Associates, California USA

Robert Poupart, Ph.D., Program ChairmanProfessor, Montreal Polytechnical School, Quebec CANADA

D. Scott Sink, Ph.D., Conference Vice-ChairmanAssociate Professor, Industrial Engineering and Operations Research, andDirector, Virginia Productivity Center, Virginia Polytechnic Institute & StateUniversity, Virginia USA

Industrial Engineering and Management PressInstitute of Industrial Engineers

Norcross, Georgia USA

TABLE OF CONTENTS

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PREFACE xxix

ACKNOWLEDGMENTS xxxi

PART I. PRODUCTIVITY MEASUREMENT 1

1. White-Collar Workers

The CEO and the Productivity Debate 3W.H.E. Suite, The University of the West Indies, St. Augustine,Trinidad WEST INDIES

White Collar Work: A Classification of Clerical Endeavors 12W.V. Yarbrough, C.P. Koelling, and M.G. Beruvides, VirginiaPolytechnic Institute & State University, Blacksburg, Virginia USA

2. Knowledge Workers

Productivity Measurement of Hospital Clinical Engineering Services 22A. Mahachek, The Johns Hopkins Hospital, Baltimore, Maryland USA

Measuring the Productivity of Those Who Measure Productivity - 23B.M. Harris, American Express Company, Ft. Lauderdale, Florida USA

A New Approach (and New Results) in the Measurement of 33Knowledge Worker ProductivityP.G. Sassone, Georgia Institute of Technology, Atlanta, Georgia USA

Measurement and Reduction of Efficiency-Related Rework in a 34Research and Development EnvironmentS.F. Groemminger, A.J. Myers, SJi. Anderson, C.B. Jessee, A.L.Bianchi, and T.M. Dolak, Bausch & Lomb Inc., Rochester, New YorkUSA

Software Programmers Activities: How to Measure Productivity 41PR. Feldmann, Banespa State Bank of Sao Paulo, Sao Paulo, BRAZIL

Effectiveness as the Productivity and Quality Dimension in R&D 42ManagementS.S. Kumar, Regional Research Laboratory (CSIR), Trivandram, KeralaINDIA

A New Approach for R&D Productivity Measurement 43D. Meyersdorf and EM. Dar-El, Technion, Israel Institute ofTechnology, Technion City, Haifa ISRAEL

Raising Awareness of Interpretive Processes in Knowledge Work: 53SPIDER, a Computer Based Hyper-Environment for "ThinkingAbout Thinking"R.V. Tenkasi and R J. Boland, Jr., Case Western Reserve University,Cleveland, Ohio USA, and R.E. Purser, Loyola University, Chicago,Illinois USA

3. Steel-Collar Workers (Robots)

Increase of Productivity of Industrial Robots at Small Enterprises 64(Managerial and Synergetic Analysis)O. Borisov, Odessa Politekhnik Institut, Odessa, UKRAINE

4. Operational Unit Systems

Designing Work Schedules for Productivity Improvements at Air 65Freight TerminalsJ. Roy and Y. Nobert, University of Quebec at Montreal, Montreal,Quebec CANADA

A Study of Performance Measurement in Three UK Local 66AuthoritiesA. Ghobadian and /. Ashworth, Middlesex University Business School,London, England UNITED KINGDOM

Hierarchy and Life Cycle in Productivity 75MJ. Mestre, Trinity Western University, Langley, British ColumbiaCANADA

737 Thrust Reverser Productivity Improvements 76B.M. Stein, Boeing Commercial Airplane Group, Seattle, WashingtonUSA

Development of Company Level Concise MIS Related to Its Total 77ProductivityS.C. Rastogi, National Institute of Industrial Engineering, Bombay,INDIA and A.K. Kapoor, BHOR Industries Ltd., Baroda, INDIA

Productivity Indicators Used by Leading Manufacturing 87Companies in Cali, ColombiaA.E. Gomez, Fundacion FES, Inc., Cali, COLOMBIA, and M.C. Gomez,Universidad del Valle, Cali, COLOMBIA

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The "Production Effort Unit" Method and the Productivity 97LA J. Borges, Federal University of Rio Grande do Sul, Porto Alegre,Rio Grande do Sul BRAZIL

Measuring Productivity and Profitability in an Industrial Company 106with the OS SystemO. Suorsa, Finnish Employers' Confederation, Helsinki, FINLAND

5. Internal Assessment and Customer Satisfaction in Higher Education

Improving the Education Process: Development of TQM for the 115College ClassroomJ.P. Gilbert, KL. Keck, and R.D. Simpson, University of Georgia,Athens, Georgia USA

Quality Assurance in Engineering Education: A Student-Graduate 126PerspectiveW.K. LeBold, Purdue University, West Lafayette, Indiana USA

Integrating Productivity and Quality Across Three Levels of 127ManagementR.R. Britney and R.P. Kudar, University of Western Ontario, London,Ontario CANADA

6. External Assessment and Customer Satisfaction in Higher Education

Criteria for Quality and Productivity Held by State Commissions: 128State Incentives for Improving Public Colleges and UniversitiesAL. Roaden and D.R. Goss, Tennessee Higher Education Commission,Nashville, Tennessee USA

Using TQM to Integrate University and Regional Interests 138R.W. Wharton and DA. Wyrick, University of Minnesota at Duluth,Duluth, Minnesota USA

7. Linking the Internal and External Desired Outcomes in HigherEducation

Process Improvement Versus Layoffs 147J.S.W. Fargher, Jr., Naval Aviation Depot, Cherry Point, NorthCarolina USA

Industrial Employers' Perception of Early Graduates of NSF- 158Supported Engineering Research CentersMM. Lih, National Science Foundation, Washington, D.C. USA

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Performance in Higher Education Measured by Total Productivity 159Indices for Four FunctionsM. Baker, University of Tennessee at Chattanooga, Chattanooga,Tennessee, USA

8. Expert Systems Applications

An Expert System to Help Improve the Productivity of a College 168EducatorJ.H. Daniel, Holy Family College, Philadelphia, Pennsylvania USA

Analysis of a Portfolio of Technological R&D Projects 178A. Kilpinen, Abo Akademi University, Abo, FINLAND

Contribution of Knowledge Intensive Staff Members (KIS) to 187Reduction of the Unit Labor Requirement — Japanese and U.S.Manufacturing IndustriesK. Abe, Kyushu Tokai University, Kumamoto-shi, JAPAN, andK. Kurosawa, The University of the Air, Chiba-shi, JAPAN

Productivity Measurement in a Public Utilities Company: The Case 197of the Telephone Company of CaliM.C. Gomez, University of Valle, Cali, COLOMBIA, and P.E. Astroz,Municipal Corporations of Cali, Cali, COLOMBIA

9. Theoretical or Practical Problems in Measurement

Practical Problems in Measurement of Productivity in a Heavy 212Fabrication Jobbing IndustryK. Kalyanam, S.S. Sundar, and PXJV. Prasad, Bharat Heavy Plate &Vessels Ltd., Visakhapatnam, Andhra Pradesh INDIA

Some Continuous Improvement Management Theoretical and 213Conceptual Groundworks: Strategic and Operative IssuesA.A. Pacheco-Espejel and J.C. Arce-Arnez, National PolytechnicInstitute (Mexico), MEXICO, D. F.

Measuring Utility Labor Performance 214R. Montwid, City of Lakeland, Lakeland, Florida USA

A Process Control Chart Based upon Signal-to-Noise Ratio 222GA. Pugh, Purdue University at Fort Wayne, Fort Wayne, Indiana USA

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Technology Space Mapping of Tools: A Management Issue in 228Understanding WorkM.G. Beruvides and C.P. Koelling, Virginia Polytechnic Institute &State University, Blacksburg, Virginia USA

Management Structures for Realization of High Productivity 237KM. Gardiner, Lehigh University, Bethlehem, Pennsylvania USA

Examples and Applications of Three Options to Measure and 247Improve Productivity in the OrganizationB. Chavarria, Costa Rican Telecommunication Company, San Jose,COSTA RICA

Strategic Evaluation of Operations Performance 248/. Dostaler, Laval University, Montreal, Quebec CANADA

The Need for Productivity and Quality Improvement in the 258Construction IndustryL.H. Forbes, Dade County Public Schools, Miami, Florida USA

PART II. PRODUCTIVITY EVALUATION AND PLANNING 271

1. Models or Methodologies for Setting Short-Term ProductivityTargets

Methodologies for Setting Quality/Productivity Goals 273D.R. Douglas, IBM Corporation, Boca Raton, Florida USA

Productivity Improvement Strategy Under Uncertainty 274K.H. Oh, University of Toledo, Toledo, Ohio USA

Efficiency Losses in Production Systems Having Utilities Shared 284Between WorkstationsM.I. Johansson, Chalmers University of Technology, GSteborg,SWEDEN

Organizational Effectiveness Enhancement under Total Quality 294Management (TQM) in a Non-Manufacturing SettingR.C. Nyhan, Florida Atlantic University, Ft. Lauderdale, Florida USA,and HA. Marlowe, Jr., University of Florida, Gainesville, FloridaUSA

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2. Models or Methodologies for Setting Long-Term ProductivityTargets

Productivity Management — A Decision Theory Approach 304U.B. Raju, National Institute of Small Industry, Yousufguda,Hyderabad INDIA, SF. Reddy, Jawaharlal Nehru TechnologicalUniversity, Hyderabad, INDIA, and DR. Mallipeddi, VirgoConstructions, Hyderabad, Andhra Pradesh INDIA

Levers for Setting Long-Term Manufacturing Performance Targets 314LA. Al-Hakim and A.S. Sohal, Monash University, CaulfieldCampus, Victoria, AUSTRALIA

A Framework for Kuwait's Industrial Development Strategy 315J.A. Al-Ammar, Industrial Bank of Kuwait, Safat, KUWAIT

A General Methodology for the Reconstruction of the Small 323Mexican Enterprises in a Trend to the Continuous Improvement:Design and ApplicationsAA. Pacheco-Espejel and J.C. Arce-Arnez, National PolytechnicInstitute (Mexico), MEXICO, D. F.

Introducing Incentive Scheme for Improving Productivity of 332Machine ShopB. Kumar, Regional Institute of Technology, Jamshedpur, INDIA

3. Benchmarking Products, Services, and/or Processes

Evaluation Methods for Assembly Work and Product Design in 333Radically Different Production Systems: Results from Case Studiesand Action Research in the Swedish IndustryT. Engstrom, A. Lundberg, and L. Medbo, Chalmers University ofTechnology, Gothenburg, SWEDEN

Productivity and Quality Improvements through Benchmarking 343R.W. Macemon and B.M. Pulat, AT&T Network Systems, OklahomaCity, Oklahoma USA

Cost Effective Benchmarking 350C.G. Thor, The Cumberland Group, New Carrollton, Maryland USA

Achieving Superior Performance through Internal and External 357Benchmarking: A Case Study of Telecommunications ServicesR. Iyer and C. Howell, AT&T Bell Laboratories, Short Hills, New JerseyUSA

Gaining Acceptance of Benchmarking Action Plans 358G.T. Troskey, IBM Corporation, Boca Raton, Florida USA

A Non-Traditional Productivity Analysis to Benchmark Major 365Electronic CompaniesS.E. Otano, University of Miami, Coral Gables, Florida USA

A Benchmarking Tool for Hospital Productivity Improvement 377AR. Ganti, MECON Associates, Mesa, Arizona USA, and

M.W. Powers, Fairbanks Memorial Hospital, Fairbanks, Alaska USA

PART in . PRODUCTIVITY, QUALITY, AND TECHNOLOGY LINKAGES 379

1. Conceptual and Analytical Models

Productivity Measures Adjusted for Product Quality: A Modern 381Quality Engineering ApproachG.S. Wasserman, Wayne State University, Detroit, Michigan USAA Conceptual Model for Introducing Quality into Measurement of 391White-Collar ProductivityEA. Smith, Summit Resources, Inc., Houston, Texas USA

Enhancing End-Users' Productivity with a User-Centered 399Usability ProcessAJ. Happ, IBM Corporation, Boca Raton, Florida USA

Quality Control Costs under Inflation 408E. Tolga, C. Kahraman, and A. Kahraman, Istanbul TechnicalUniversity, Macka, Istanbul TURKEY

Resolving the Quality - Productivity Dilemma 416D.P.S. Arora, Florida International University, Miami, Florida USA,and DJ. Sumanth, University of Miami, College of Engineering,Coral Gables, Florida USA

Corporate Excellence through Technology, Environmental and 427Quality ManagementJ.P. Ulh0i and S. Hildebrandt, The Aarhus School of Business,Aarhus V, DENMARK

Models for Learning and Process Improvement 437R.L. Marcellus, Northern Illinois University, DeKalb, Illinois USA, andM. Dada, University of Illinois at Chicago, Chicago, Illinois USA

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Just in Time and MRPII: Productivity and Technology to Build 444QualityM. Galli, A. Airaghi and G. Albertazzi, Consorzio MIP-MilanoPolytechnic, Milan, ITALY

An Assembly-Oriented Product Description System as a 453Precondition for Efficient Manufacturing with Long Cycle TimeWorkT. Engstrom andL. Medbo, Chalmers University of Technology,Gothenburg, SWEDEN, and D. Jonsson, Gothenburg University,Gothenburg, SWEDEN

The Mathematical Relationship between Quality of Conformance, 463Total Productivity, and ProfitDJ. Sumanth and A. Wardhana, University of Miami, Coral Gables,Florida USA

Conceptual and Analytical Models Linking Technology and Total 475ProductivityV.V. Deshpande, DJ. Sumanth, and CM. Ip, University of Miami,Coral Gables, Florida USA

Productivity and Culture: A Theoretical Scheme for the 487Implementation of a Continuous Improvement Process throughCultureC.I. Armenddriz, National Polytechnic Institute, UPIICSA, Mexico,D.F. MEXICO

A Simulation Approach for the Design of Multi-Stage, 488Multi-Product Just-in-Time Manufacturing SystemsG.H. Abdou and AA. Bulgak, Concordia University, Montreal, QuebecCANADA

Performance Linkages: Understanding the Role of Planning, 500Measurement and Evaluation in Large Scale Organizational ChangeD.S. Sink, Virginia Polytechnic Institute & State University, Blacksburg,Virginia USA, and G.L. Smith, The Ohio State University, Columbus,Ohio USA

Service Concepts in World Class Manufacturing 511A. De Toni, University of Udine, Udine, ITALY, R. Panizzolo andA. Vinelli, University of Padova, Padova, ITALY, and G. Tondato,Benetton Group SpA, Ponzano Veneto (TV), ITALY

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The Use of Productivity as a Tool During Technology Transfer 521A.P. Sinha, Indian Institute of Technology, Kanpur, INDIA

2. Integrative Approaches

An Integrative Model to Productivity Measurement in a 522Production SystemR. Gomez C. and O. Usabiaga C, Instituto Tecnol6gico de EstudiosSuperiores, Quer6taro, Qro MEXICO

Integrated Monitoring of Hospital Productivity and Quality 523AR. Ganti, MECON Associates, Mesa, Arizona USA, and K. Altshuler,Ft. Sanders Loudon Medical Center, Loudon, Tennessee USA

Analysis of "Filiere" as a Tool for Improving Manufacturing 524Strategy DesignJ.A. Gomes and FJK. Neto, Universidade Federal Do Rio GrandeDo Sul, Porto Alegre, RS BRAZIL

Productivity and the Creation of Wealth 525W.H.E. Suite, The University of the West Indies, St. Augustine, TrinidadWEST INDIES

Innovative Efforts as Predictors of Quality, Diversity and Cost 526Dimensions of Manufacturing StrategyE. Lefebvre and LA. Lefebvre, Ecole Polytechnique University ofMontreal, Montreal, Quebec CANADA, and L. Prefontaine, Universityof Quebec at Montreal, Montreal, Quebec CANADA

Total Quality Decision-Making: A Link of Cognitive Science and 535Behavioral Decision Theory to the Deming Management MethodA.S. Knitowski, Georgia Institute of Technology, Atlanta, Georgia USA

A Comparative Study of MRP and JIT Production Management 547SystemsLA. Al-Hakim, H. Okyar, and A.S. Sohal, Monash University, CaulfieldCampus, Victoria, AUSTRALIA

Productivity and Business System Evolution: The Great 557Opportunity for Developing CountriesR.L. Cowan, Francisco Marroquin University, Guatemala City,GUATEMALA

An Automated Visual Inspection for Quality and Process Control 568E. Asoudegi, Northern Illinois University, Dekalb, Illinois USA

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Productivity, Flexibility and Quality Aspects by Design of CIM 578SystemsS. Arsovski and Z. Djordjevic, Masinski Fakultet, Kragujevac, SerbiaYUGOSLAVIA, and Z. Arsovski, Car Factory SDP "Zastava -Yugoautomobili," Kragujevac, Serbia YUGOSLAVIA

Corporate-Wide Integrated Planning System Having Flexible and 587Dynamic Adaptability Based on Structured MatrixT. Toyama and E. Keiichi, IBM Japan, Ltd., Chuo-ku, Tokyo JAPAN

3. Factors Affecting Productivity, Quality, and Technology Linkages

Managing Quality and Productivity: Perspectives and Directives 588G.H. Saad, Widener University, Chester, Pennsylvania USA

Changing the Deep Structure of a Public Organization: Using the 597Punctuated Equilibrium Paradigm to Guide Productivity andQuality Improvement ProgramsHA. Marlowe, Jr., University of Florida, Gainesville, Florida USA,and R.C. Nyhan, Florida Atlantic University, Ft. Lauderdale, FloridaUSA

Eight Ingredients beyond the Statistics 607M.J. Mestre, Trinity Western University, Langley, British ColumbiaCANADA

Use of GDSS in an Engineering Environment 617SA. Parise and B.T. Toy, IBM, East Fishkill, Hopewell Junction,New York USA

Supplier Partnerships in the Cereal Industry 628WR. Barr, William Barr & Associates, Kalamazoo, Michigan USA

4. Approaches in Selecting Productivity and Quality ImprovementTechniques

Development of a User Led Methodology for the Selection of 638Quality and Productivity Improvement ProgrammesP.C. Larsen and DR. Hughes, University of Plymouth, Plymouth,England UNITED KINGDOM

On Choosing Productivity and Quality Enhancement Techniques 639SB-S.K. Adjibolosoo, Trinity Western University, Langley, BritishColumbia CANADA

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The Identification of Quality Improvement Opportunities through 640Customer Service AuditingR.C. Preziosi, Nova University, Ft. Lauderdale, Florida USA

A Methodological Approach in Assessing Quality Improvement 648TechniquesL. Negri, National Research Council of Italy, Rome, ITALY, andM. Tronci, University of Cassino, Cassino (FR), ITALY

Improving the Quality of Numerical Databases 656R.G. Nibler, Hong Kong Baptist College, Kowloon, HONG KONG

Another Approach to (Statistical) Process Control: Reverse 667Statistical Process ControlB. Matthew, Quality - Design Company, Cypress, California USA

An Algorithmic Approach to Scheduling 677FA. Doll, Jr., Management Productivity Systems, Bloomfield Hills,Michigan USA

Customized Concurrent Engineering: Fabrication of a Customer's 688VisionGM. Krishnaswamy and A.K. Elshennawy, University of Central Florida,Orlando, Florida USA

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How Are Agencies to Respond to Increasing Demands for Services 697and Decreasing Resources?W.H. Flickinger, U.S. Army Construction Engineering ResearchLaboratories, Champaign, Illinois USA, K. Fitzpatrick, University ofIllinois Police Department, Urbana, Illinois USA and SL. Welch, Cityof Urbana Police Department, Urbana, Illinois USA

Productivity Improvement through Training in the Changing 706Technologies in Indian Cement IndustryMB. Patel, Shantilal Shah Engineering College, Bhavnagar, Gujrat StateINDIA, J.M. Mahajan and U.RK. Rao, Indian Institute of Technology,Hauz-Khas, New Delhi, INDIA

Quality Engineering, Off-Line Quality Control and the Taguchi 719MethodsE. Iakovou, University of Miami, Coral Gables, Florida USA

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