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Full-Text Articles in Operations Research, Systems Engineering and Industrial Engineering
A Surrogate Measure Of Customer Satisfaction In The Manufacture Of Printed Wiring Boards, Adam Y. Maamoun
A Surrogate Measure Of Customer Satisfaction In The Manufacture Of Printed Wiring Boards, Adam Y. Maamoun
Electronic Theses and Dissertations
The objective of this research is to determine and develop a model that is capable of accurately measuring customer satisfaction for different industries and in particularly for the Printed Wiring Boards (PWB) Manufacturers. The new model will incorporate data not being collected or utilized by the survey method of determining customer satisfaction. The method used is a weighted average of satisfaction among several researched categories with percentages that accurately represent the relative importance of multiple facets of the PWB manufacturers customer satisfaction. A very common term in quality assurance is that "What is not measured accurately can not be evaluated …
A Comprehensive Multi-Faceted Approach For Simultaneously Analyzing Organizational Performance Measures Essential For Company Su, Ana Ferreras
Electronic Theses and Dissertations
Profit, ergonomics, safety, employee morale, quality, efficiency, and productivity are critical components that greatly impact company success within manufacturing organizations. Therefore, it is essential that a valid and reliable systematic approach that encompasses all of these factors be developed for use by top management in today's rapidly changing manufacturing environment. Organizational-level decisions made based upon a single goal or narrow perspective that only considers one of the aforementioned components, such as profit, while ignoring others, such as employee morale, have proven harmful to the long term viability and success of manufacturing companies. Often organizational leaders are not adequately equipped to …