Browsing by Author "Pakdil, Fatma"

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Building a Graphical User Interface for Concrete Production Processes: A Combined Application of Statistical Process Control and Design of Experiment
(2019) Simsek, Baris; Pakdil, Fatma; Ic, Yusuf Tansel; Guvenc, Ali Bilge; AGQ-5008-2022
Quality improvement and control in the manufacturing industry is a necessity for responding timely to increase customer needs and sustainability expectations. In order to decrease the variance in design and production functions, graphical user interface was built in this study implementing a combined methodology based on multi-response design of experiment and statistical process control. Graphical user interface based on MATLAB (R) toolbox allows analyzing the sufficiency of measurement system, calculating the capability of concrete production process, optimizing the manufacturing process via TOPSIS-based Taguchi design methodology and comparing the improvement rate of the process capability indices based on current and optimum conditions. After the Gauge R&R analysis, the current system process capability was considered for the C30/37 class (C30) normal weight concrete through process capability indices. In optimal system, process capability ratios, which are the degrees of compliance with the specifications of C30, were determined on the basis of TOPSIS-based Taguchi optimization. Eventually, the actual capability improvement provided through the proposed methodology was considered quite significant.
Combined Analysis of Service Expectations and Perceptions in Lodging Industry Through Quality Function Deployment
(2017) Kurtulmusoglu, Feride Bahar; Pakdil, Fatma
This study is the first empirical attempt of how quality function deployment (QFD) can be employed as a service quality design and improvement tool in the lodging industry. It combines two complementary perspectives of managers and customers regarding improving service quality in the lodging industry. This study empirically depicts a case where QFD was employed to design service delivery processes in the lodging industry, taking both customer demands and service provider expert knowledge and opinions. First, the dimensions concerning customer needs and expectations are tangibles, food, the adequate features of rooms and housekeeping, communication and accessibility, assurance and responsiveness, reliability, well-cared spaces, and equipment. Even though QFD has been used in the manufacturing industry, it has rarely been utilised in service design processes in the lodging industry. In this regard, this study has the potential to fill a perceived gap in the literature concerning methods to improve service quality through effective service design function using QFD in this industry.
Criteria for A Lean Organisation: Development of A Lean Assessment Tool
(2014) Pakdil, Fatma; Leonard, Karen Moustafa
Lean principles have long been recognised as a competitive advantage. Although there are several measures for various aspects of lean production in the literature, there is no comprehensive measure for overall lean implementation in business firms. An appropriate measurement tool is needed to assess the effectiveness and efficiency of the lean implementation throughout the entire organisation. Based on lean research, a comprehensive tool called the leanness assessment tool (LAT) is developed, using both quantitative (directly measurable and objective) and qualitative (perceptions of individuals) approaches to assess lean implementation. The LAT measures leanness using eight quantitative performance dimensions: time effectiveness, quality, process, cost, human resources, delivery, customer and inventory. The LAT also uses five qualitative performance dimensions: quality, process, customer, human resources and delivery, with 51 evaluation items. The fuzzy method allows managers to identify improvement needs in lean implementation, and the use of radar charts allows an immediate, comprehensive view of strong areas and those needing improvement. Practical uses of the LAT are discussed in the conclusion, along with possible limitations.
Does Gender Matter? Considering Gender of Service in the Airline Industry
(2018) Kurtulmusoglu, Feride Bahar; Can, Gulin Feryal; Pakdil, Fatma; Tolon, Metehan
Airline firms prioritize service features on the basis of customers' demand. While prioritizing these service features, successful positioning strategies are expected to focus on gender specific concerns. Given the fact that previous literature relies heavily on gender neutral strategies in airline industry, this study particularly addresses critical service features prioritized by female and male passengers by ranking airlines based on a multi-criteria decision-making method. Comfortable chair, seat space and leg room, and flexibility in reservation change were discovered as the three most impactful service features for female passengers. Availability of non-stop flight, frequency of flights, and airfare appeared as the other three most impactful service features among male passengers.
Driver Performance Appraisal Using GPS Terminal Measurements: A Conceptual Framework
(2013) Simsek, Baris; Pakdil, Fatma; Dengiz, Berna; Testik, Murat Caner; 0000-0003-2389-4759; AAE-3672-2019; G-6133-2013
Objective measurement for performance appraisal is vital but rarely conducted in a methodologically sound manner. In this paper, we provide a thorough assessment of how objective and fair performance appraisals of drivers can be conducted. Furthermore, a unique conceptual framework is provided for evaluation of safety interventions and operational performance through monitoring quantitative driver performance measures. The conceptual framework makes use of online-measurements obtained from Global Positioning System (GPS) terminals, and the data are evaluated using statistical process control (SPC) tools. SPC tools are useful in comparing individual driver performance to overall performance as well as for identifying time-dependent factors that influence performance. Quantitative performance measures considered in the study include speed violations, vehicle idle duration, and fuel consumption. As an illustration of the concepts and implementation at a logistics firm is provided. (C) 2012 Elsevier Ltd. All rights reserved.
The Effect of Organizational Culture on Implementing and Sustaining Lean Processes
(2015) Pakdil, Fatma; Leonard, Karen Moustafa; 0000-0002-6299-6427; H-8189-2013
Purpose - Lean systems thinking was widely studied using relevant variables, but there is a dearth of published theoretical or empirical evidence about the cultural aspects of lean processes. The lack of conceptual development is one of the motivations for this study. Do organizational cultural variations correlate with the success and effectiveness of lean processes? What organizational infrastructures are required for effective lean implementation and continuation? The paper aims to discuss these issues. Design/methodology/approach - Examining literature in the area of lean production and lean management, the authors sought current literature at the intersection of organizational culture and lean processes, particularly implementation and sustainability, but found little relating to the topic. Therefore, using the Competing Values Framework taxonomy, the authors examine this intersection, relying on related research in the areas. Findings - In this paper, a brief discussion of lean processes in relation to organizational culture leads to propositions that identify the various cultural dimensions and their purported effect on lean implementation and sustainability. A model of this interaction is developed. Those quadrants of the Competing Values Framework that might be useful in developing research directions for the future are identified. Research limitations/implications - Future research directions include the measurement of organizational culture in firms that have implemented lean processes. This would be a step toward looking at the effect that the different quadrants in the Competing Values Framework have on various elements of lean efforts. This would take a significant amount of work, because the manufacturing industry, the leader in implementing and sustaining lean processes, may have institutionalized particular organizational cultures. It would be an interesting step forward in the understanding of how lean processes are operationalized across different firms and industries. However, there are multiple ways to examine culture; the authors believe this method allows the capture of the entire spectrum. Practical implications - Knowing which dimensions influence lean effectiveness and the way that they wield that influence allows managers to develop the firm's organizational culture to one that will support implementing and sustaining lean efforts. The challenge to implement and sustain lean processes lies in the need to identify the organizational culture infrastructure that will allow this system that was first used by Japanese firms to operate well in other organizational contexts. The values and norms that underlie lean processes may create conflict with the culture that already exists within the organization; such divergence retards adoption and performance. Originality/value - There is a lack of research at the critical intersection of organizational culture and lean implementation/sustainability. Culture is key to making the changes required of lean implementation and in sustaining the drive toward lean production and management. The paper begins to fill that gap.
Implementing and Sustaining Lean Processes: The Dilemma of Societal Culture Effects
(2017) Pakdil, Fatma; Leonard, Karen Moustafa
Lean processes allow the elimination of waste and the resulting improvements in productivity. However, implementing and sustaining lean processes are easier in some organisations than in others. There may be societal culture differences, as the successes in initial implementation in Japan have not been followed by global success. As organisations accelerate their lean efforts to gain or maintain competitive advantage, studying societal cultural effects seems timely. Understanding of the societal culture that the firm or subsidiary is operating in would be useful in determining how lean processes should lead the effort. Using the cultural dimensions developed by Hofstede, we examine the interconnection of societal culture and lean processes. For example, a societal emphasis on individualism is positively associated with a high level of lean process adoption, in terms of individual employee involvement, individual creativity and firm efficiency. A societal emphasis on high uncertainty avoidance is positively associated with a high level of lean process adoption, in terms of control and standardisation, efficiency and long-term philosophy. A societal emphasis on high power distance is positively associated with a high level of lean process adoption, in terms of control and standardisation, and efficiency. A long-term orientation in the society will be positively associated with a high level of lean process adoption, in terms of all of the dimensions. A societal emphasis on femininity will be positively associated with a high level of lean process adoption, in terms of employee involvement, creativity and long-term philosophy.
Implementing and Sustaining Lean Processes: The Dilemma of Societal Culture Effects
(2017) Pakdil, Fatma; Leonard, Karen Moustafa; 0000-0002-6299-6427; H-8189-2013
Lean processes allow the elimination of waste and the resulting improvements in productivity. However, implementing and sustaining lean processes are easier in some organisations than in others. There may be societal culture differences, as the successes in initial implementation in Japan have not been followed by global success. As organisations accelerate their lean efforts to gain or maintain competitive advantage, studying societal cultural effects seems timely. Understanding of the societal culture that the firm or subsidiary is operating in would be useful in determining how lean processes should lead the effort. Using the cultural dimensions developed by Hofstede, we examine the interconnection of societal culture and lean processes. For example, a societal emphasis on individualism is positively associated with a high level of lean process adoption, in terms of individual employee involvement, individual creativity and firm efficiency. A societal emphasis on high uncertainty avoidance is positively associated with a high level of lean process adoption, in terms of control and standardisation, efficiency and long-term philosophy. A societal emphasis on high power distance is positively associated with a high level of lean process adoption, in terms of control and standardisation, and efficiency. A long-term orientation in the society will be positively associated with a high level of lean process adoption, in terms of all of the dimensions. A societal emphasis on femininity will be positively associated with a high level of lean process adoption, in terms of employee involvement, creativity and long-term philosophy.
Implementing Lean Principles in the Healthcare Industry: A Theoretical and Practical Overview
(2020) Pakdil, Fatma; Harwood, Timothy N.; Isin, Feride Bahar
Improving service quality in highway passenger transportation: a case study using quality function deployment
(2014) Pakdil, Fatma; Kurtulmusoglu, Feride Bahar
The highly competitive market conditions in the passenger transportation industry pressure service provider firms to adopt an attitude of customer-oriented service quality. Even though the service quality of passenger transportation has been a concern in the literature, how the service quality of highway passenger transportation systems could be improved using a systematic approach has not been investigated. Using Quality Function Deployment (QFD), this is the first attempt to improve the quality of highway passenger transportation services. The analysis reveals that the passengers' most important expectations are employees' empathetic approach toward customers, technical specifications of buses, error-free services, and competent employees. Additionally, the most important technical requirements are employee-oriented technical requirements, technical specifications of buses, and error-free services in highway passenger transportation.
Müşteri beklentilerine odaklı ürün ve hizmet tasarımının geliştirilmesine yönelik bir sistem önerisi
(Başkent Üniversitesi Fen Bilimleri Enstitüsü, 2008) Temeloğlu, Münüre Hande; Pakdil, Fatma
Kalite kavramının gelişimi ve artan rekabet koşullarıyla, günümüz işletmeleri ürettikleri ürünleri ya da sundukları hizmetleri müşterilerin ihtiyaç ve beklentilerini karşılayacak şekilde tasarlamaları gerekmektedir. 1966 yılında ortaya çıkmış olan Kalite Fonksiyon Göçerimi (KFG), müşteri istek ve ihtiyaçlarını, örgütün bütün fonksiyonel bileşenlerini ürün/hizmet karakteristiklerine dönüştürülmesini sağlayan, fonksiyonlar arası takım çalışmasını gerektiren bir planlama, geliştirme ve iletişim yöntemidir. Çalışmada, KFG süreci ayrıntılı olarak anlatılmış ve kullanılan SERVQUAL ve İçerik Analizi tanıtılmıştır. Uygulama bölümünde ise, KFG’nin bir üretim işletmesine uygulaması yer almaktadır. It is getting necessary for the companies who facing with the developments in quality concept and developing competition conditions, have to product and design goods or services by answering needs and expectations of their customers. Quality Function Deployment (QFD) which is firstly found in 1966, is the method of a planning, improving and communication which targets to transfer customer wants and needs to characteristics of goods or services in the functional units of the organization. In this study, QFD is studied as a process in more details and introduced SERVQUAL and Content Analysis which are related to process. Implementation part includes an application of QFD in a production company.
Quality Improvement Initiatives Based on Customer and Service Provider Perspectives in Shopping Malls
(2018) Pakdil, Fatma; Kurtulmusoglu, Feride Bahar
Purpose The purpose of this study is to optimize and improve service delivery configurations by integrating both customers' and service providers' perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls. Design/methodology/approach QFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform. Findings On customer side, the highest relative weight was given to prompt response to customer concerns, not being crowded and loud, providing services for disabled customers and security of mall customer expectations. On engineering side, employees' attributes, the size of parking area, reliable service, the time to find a product, the size of mall, disabled friendly infrastructure and the number of elevators and escalators were determined to be the most important technical requirements. Originality/value Integrating the voice of customer into the voice of engineering, this study is the first attempt to describe how QFD methodology could be used to holistically optimize service delivery configurations in the mall industry. Unlike conventional QFD that ignores the cost perspective, this study has implications for operations managers with regard to solving resource allocation problems.
Quality Improvement Strategies of Highway Bus Service Based On A Fuzzy Quality Function Deployment Approach
(2016) Kurtulmusoglu, Feride Bahar; Pakdil, Fatma; Atalay, Kumru Didem; A-7058-2017
Six Sigma Project Prioritization and Selection Using AHP-CODAS Integration: A Case Study in Healthcare Industry
(2023) Can, Gulin Feryal; Toktas, Pelin; Pakdil, Fatma; https://orcid.org/0000-0001-6622-4646; D-7271-2018
Given the complex nature of Six Sigma project (SSP) prioritization and selection processes, multicriteria decision-making (MCDM) methods may help organizations identify the most effective projects. Considering potential limitations of subjective methods and advantages of MCDM methods, this article proposes a model that integrates analytical hierarchy process (AHP) and combinative distance-based assessment (CODAS) in SSP prioritization and selection process. In the proposed approach, AHP is employed to assign criteria weights, and CODAS is performed to determine priorities of SSPs. CODAS was advanced in term of its threshold function. Differences between Euclidean distances of two alternatives were compared, based on the standard deviation of Euclidean distances of all alternatives to overcome the subjectivity. This is the first study that combines AHP and CODAS methods for SSP selection, and CODAS is used with objective threshold value computation, and developed for the healthcare industry. In this article, ten SSPs were evaluated for four key criteria groups as financial, operational, patient centric, and organizational main criteria groups. In total, 18 subcriteria were considered under these four main criteria groups. This article provides a support for executives who make implementation plans for the potential SSPs.
Six sigma project prioritization and selection: a multi-criteria decision making approach in healthcare industry
(2020) Pakdil, Fatma; Toktas, Pelin; Can, Gulin Feryal
Purpose The purpose of this study is to develop a methodology in which alternate Six Sigma projects are prioritized and selected using appropriate multi-criteria decision-making (MCDM) methods in healthcare organizations. This study addresses a particular gap in implementing a systematic methodology for Six Sigma project prioritization and selection in the healthcare industry. Design/methodology/approach This study develops a methodology in which alternate Six Sigma projects are prioritized and selected using a modified Kemeny median indicator rank accordance (KEMIRA-M), an MCDM method based on a case study in healthcare organizations. The case study was hypothetically developed in the healthcare industry and presented to demonstrate the proposed framework's applicability and validity for future decision-makers who will take place in Six Sigma project selection processes. Findings The study reveals that the Six Sigma project prioritized by KEMIRA-M assign the highest ranks to patient satisfaction, revenue enhancement and sigma level benefit criteria, while resource utilization and process cycle time receive the lowest rank. Practical implications The methodology developed in this paper proposes an MCDM-based approach for practitioners to prioritize and select Six Sigma projects in the healthcare industry. The findings regarding patient satisfaction and revenue enhancement mesh with the current trends that dominate and regulate the industry. KEMIRA-M provides flexibility for Six Sigma project selection and uses multiple criteria in two-criteria groups, simultaneously. In this study, a more objective KEMIRA-M method was suggested by implementing two different ranking-based weighting approaches. Originality/value This is the first study that implements KEMIRA-M in Six Sigma project prioritization and selection process in the healthcare industry. To overcome previous KEMIRA-M shortcomings, two ranking based weighting approaches were proposed to form a weighting procedure of KEMIRA-M. As the first implementation of the KEMIRA-M weighting procedure, the criteria weighting procedure of the KEMIRA-M method was developed using two different weighting methods based on ranking. The study provides decision-makers with a methodology that considers both benefit and cost type criteria for alternates and gives importance to experts' rankings related to criteria and the performance values of alternates for criteria.
A Systematic Approach to Reduce Human and System-related Errors Causing Customer Dissatisfaction in a Production Environment
(2009) Pakdil, Fatma; Oezkoek, Onur; Dengiz, Berna; Kara, Imdat; Selvi, Nilay; Karg, Alper; ABH-1078-2021
In this study, a systematic methodology for business process improvement, which aims to eliminate human and system-related errors resulting in customer dissatisfaction in a production environment, is presented. The proposed methodology consists of problem identification and analysis, preventing human-related errors and system-related error steps respectively. The methodology was also implemented in a real-life organisation. Current and proposed systems are compared via a simulation model to examine the results of process improvements. The case study shows that the proposed methodology works exceedingly well and yields considerable improvement in the process under study. The most important and impressive difference of this paper from the previous literature is that process improvement needs are derived directly from customer dissatisfaction reasons and solved by the proposed systematic methodology. In this way human-related and system-related errors were perceived opportunities for improvement.
Using Quality Function Deployment for Environmentally Sustainable Hotels: A Combined Analysis of Customer and Manager Point of View
(2017) Pakdil, Fatma; Kurtulmusoglu, Feride Bahar
This paper aims to integrate customers' and managers' environmental priorities into service delivery design processes. The main research question in this study is to determine the most significant environmental priorities of customers and managers at hotels. To achieve this aim, Quality Function Deployment is implemented as a tool, combining customer expectations and environmental strategies in service design activities. Customers and managers collectively focus to increase environmental sustainability in hotels in several areas such as the presence of the hotel not causing any harm to the environment, the compliance of hotel with surrounding nature, the presence of automatic electricity control, and the effective use of energy and water lavatories containing automatic water saving systems. The primary design characteristics that meet customer expectations and improve environmental sustainability at hotels are the economic use of electricity, water saving systems, use of natural materials, and adequacy of systems not harming environment and human. (C) 2017 Varna University of Management. All rights reserved
Validation of Qualitative Aspects Oof The Lean Assessment Tool (LAT)
(2018) Pakdil, Fatma; Toktas, Pelin; Leonard, Karen Moustafa
Purpose - The purpose of this paper is to test the reliability and validity of the qualitative section of Lean Assessment Tool (LAT) starting from the point where a reliable and valid tool is needed to measure increasing leanness level of business organizations. Design/methodology/approach - The questionnaire used in this study included the qualitative component of LAT developed by Pakdil and Leonard (2014). The unit of the study was individual employees who work in manufacturing firms participating in this study. This study focused on the data collected from three firms that operate in Turkey and two firms that operate in the USA. The total respondents from Turkish firms were 263 employees, while the 205 employees responded from US firms. Findings - Exploratory factor analysis and confirmatory factor analysis were completed to determine valid and reliable factors that compose LAT's qualitative component. The statistical analysis showed five distinct factors, namely process, delivery, quality, customer satisfaction and human resource. In addition, the fuzzy logic showed appropriate loadings to make the argument for its use in analysis of the LAT. Research limitations/implications - This study moves the debate about the success or failure of lean efforts forward. With the debates about lean and its potential, it is necessary to have a scientific determination of success and the areas where further work in the firm is needed. Such measurement is the backbone of management progress, and the authors believe that this paper is useful. Second, the necessity of reliable and valid tools of lean assessment is obvious in the literature and practice. The findings of this study help academicians find reliable and valid tools to measure lean success both in the literature and practice. Practical implications - Managerial implications include the development of a way to assess the areas of success and areas requiring further work. Failure to measure success and needs for further work has been the reason for the questionable results found in investigating lean implementation efforts. If there is no way to determine what is needed to improve lean efforts, they will be seen as failure, even if part of the implementation has been successful. This tool has been found to be potentially useful for evaluation of these crucial and time-consuming efforts. Originality/value - In this study, the qualitative section of LAT has been validated. The results demonstrated that, based on two countries' data sets, the scale was found to be reliable and valid within itself and across sociocultural boundaries.