Productivity &Quality Management

Frontiers - IVVolume 2

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

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 688VisionG.M. Krishnaswamy and A.K. Elshennawy, University of Central Florida,Orlando, Honda USA

i Volume 21

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.R.K. 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

xv

5. Understanding Productivity and Quality Relationships in TQMEnvironments

Effective Use of Market Quality Information for Product Planning 732M. Iijima, Yokkaichi University, Yokkaichi, Mie JAPAN, and M.Inamura, Daihatsu Motor Co., Ltd., Ikedashi, Osaka JAPAN

Productivity and Quality Enhancement in Requests for Proposals: 742Using TQM in Air Force Major Weapon System ProcurementT.S. Graham, C.R. Templin, and M.E. Heberling, Air Force Institute ofTechnology, Wright-Patterson AFB, Ohio USA

A Study of Successful Total Quality Management Implementation 752V.S. Polivka, PRC Inc., Arlington, Virginia USA, andR. Khorramshahgol, The American University, Washington, D.C. USA

Total Quality Management in the Information Systems Function: 753A Case StudyJ.M. Dudziak, Brush Wellman, Cleveland, Ohio USA

Optimizing Employee Involvement 764MJl. Kelly, Total Quality Management Services, Inc., Palm BeachGardens, Florida USA

6. Quality First, or Productivity First?

Quality First, or Productivity First? 774LAJ. Borges, Federal University of Rio Grande do Sul, Porto Alegre,RS BRAZIL

Quality, Productivity, Cost — Are We Looking at the Right One? 779H. Bahari-Kashani, Western Oregon State College, Monmouth,Oregon USA

Getting Productivity through Quality 789B. Chavarria, Costa Rican Telecommunication Company, San Jose,COSTA RICA

Key Factors Affecting the Productivity/Quality Choice 790GA. Vargas, California State University, Fullerton, California USA

Value Focus — Performance, Not Conformance 800R.L. Horst, Peak Productivity USA, Lancaster, Pennsylvania USA, andG.E. Plecha, Avery Dennison Corporation, Covina, California USA

xvi

7. Understanding Productivity and Technology Relationships

Research on the Relationships between Productivity and 810Technology System's HarmonyW. Wang, Zhejiang University, School of Management, Hangzhou,PEOPLE'S REPUBLIC OF CHINA

Is Quality Another Organizational Quick-Fix? Redefining the 811Structure of Organization and ManagementS. Ozatalay and B J. Reilly, Widener University, Chester,Pennsylvania USA

Productivity and Quality Management by Design of Flexible 821Manufacturing SystemsS. Arsovski, MaSinski Fakultet, Kragujevac, YUGOSLAVIA, A. Pereira,Universidade, Da Beira Interior, Covilha, PORTUGAL, and /. HodoliC,Institut for Production Engineering, Novi Sad, YUGOSLAVIA

Aging and Productivity: Myths and Realities 822SJ. Czaja, University of Miami, Coral Gables, Florida USA

Is "Specialization" Always Effective? 823X. Wu, Zhejiang University, Hangzhou, PEOPLE'S REPUBLIC OFCHINA

Development of a Checklist for Self-Assessment of Competitivity in 824Small and Medium-Size Industrial FirmsE. Oliva-Lopez, National Polytechnic Institute, UPIICSA, Iztacalco,MEXICO D.F., JJ. Flores-Valtierra, Cierres Ideal, S.A. de C.V.,Iztacalco, MEXICO D.F., E. Herndndez-Garda, National PolytechnicInstitute, UPIBI, Iztacalco, MEXICO D.F., and M. Pirez-Baildn,CONALEP, Iztacalco, MEXICO D.F.

Varied Technology and Agricultural Productivity in Developing 834CountriesF. Ezeala-Harrison, University of New Brunswick, Saint John, NewBrunswick CANADA

Management of Technology: Education for the 21st Century 844T.M. Khalil, University of Miami, Coral Gables, Florida USA

xvu

8. Research-Based Case Studies

Strategic Manufacturing Management Issues in Europe 852RS. Maull, DJi. Hughes, and J.P. Bennett, Centre for Research inWorld Class Mfg., University of Plymouth, Plymouth, EnglandUNITED KINGDOM

Employee Empowerment-Opportunities and Problems 862G.R. McClenaghan, London Public Utilities Commission, London,Ontario CANADA, and B. Portis, The University of Western Ontario,London, Ontario CANADA

Techniques for Identification and Optimization in Quality Control 868MA. Durfee, Wyman-Gordon Company, North Grafton, MassachusettsUSA

TQM in Modular Housing: Big Lessons from a Smallish Industry 878F. Grobler, USACERL, Champaign, Illinois USA, and/. Willenbrock,Pennsylvania State University, State College, Pennsylvania USA

Control Dimensional Variation of Stamping Panels 879Z. Zhou and X.-R. Cao, The University of Michigan, Ann Arbor,Michigan USA

PART IV. PRODUCTIVITY AND QUALITY MANAGEMENT PROCESS 881

1. Planning and Organizing for Productivity and QualityManagement Process

Planning and Organizing Complex Conceptual Design Process for 883Productivity and QualityH. Shen, University of Minnesota, Minneapolis, Minnesota USA

Ethics in Productivity and Quality Management 884A.I. Stainer, Middlesex University Business School, London, EnglandUNITED KINGDOM, and L. Stainer, University of HertfordshireBusiness School, Hertfordshire, England UNITED KINGDOM

Managing the Process of Change in a Productivity Project 893K.H.M. Rosander, Chalmers University of Technology, Goteborg,SWEDEN

A Methodology for Developing the Quality Management 903Capabilities of a Manufacturing OrganizationK.P. Triantis, Virginia Polytechnic Institute & State University, FallsChurch, Virginia USA

xviii

Planning and Implementing Japanese Total Quality Control 904Systems: The Mexican ExperienceJA. Gomez, Monterrey Institute of Technology, Monterrey N.L.,MEXICO

The Customer Needs Analysis: A Key Tool for Strategic Quality 913PlanningD.L. Baila and W.C. Hayes, Management Systems International, Inc.,Boca Raton, Florida USA

Using Implementation Teams to Manage Total Quality 914JX. Somers, Cumberland Group, Houston, Texas USA

Total Quality Management in Private and Public Sectors 924R. Goldstein, Fannie Mae, Washington, D.C. USA, and R.Khorramshahgol, The American University, Washington, D.C. USA

Creating the Research of Excellence 934Y. Sato, ACON Co. Ltd., Tokyo, JAPAN, and Y. Katori, MitsubishiResearch Institute, Tokyo, JAPAN

A Model for Managing and Measuring the Performance of a 942Training Function: Applying TQM PrinciplesSL. Coleman, GD. Coleman, and C.S. Johnston, VirginiaPolytechnic Institute & State University, Blacksburg, Virginia USA

The Production Game 954D.K. Denton, Southwest Missouri State University, Springfield,Missouri USA

How to Reduce Total Cycle Time in Your Company 955R.G. Ligus, Rockford Consulting Group, Ltd., Rockford, Illinois USA

Cycle Time Reduction 965T. Dorsey and A. Fasano, CINTAS Corporation, Cincinnati, Ohio USA

Planning and Organizing for Farm Productivity: Concepts & 966StrategiesJ.S. Babu, J.N.T. University, Mehidipatnam, Hyderabad INDIA, andGJJ1. Prakash David, J.N.T. University, Anantapur, INDIA

Implementing a Strategic Architecture for TQM 967S.A. Levin, Strategic Solutions, St. Charles, Illinois USA

xix

Total Quality Management and the Employment Service in 968ScotlandWJV. Shaw, Heriot-Watt University Business School, Edinburgh,Scodand UNITED KINGDOM, and MJ. Lowrey, Nature ConservancyCouncil, Edinburgh, Scotland UNITED KINGDOM

A Comparison of Japanese Total Quality Control and Dr. Deming's 978Theory of ManagementH.S. Gitlow, University of Miami, Coral Gables, Florida USA

Psychological Considerations for Productivity and TQM Programs 979S.F. Hennigan, Marathon Oil Company, Lafayette, Louisiana USA, andJ. Lee, University of Southwestern Louisiana, Lafayette, Louisiana USA

A North American Reflection on Sociotechnical Systems Design in 980White Collar and Professional Knowledge Work SettingsR.E. Purser and JA. Fixler, Loyola University, Chicago, Illinois USA,and R.V. Tenkasi, Case Western Reserve University, Cleveland, OhioUSA

New Directions: Productivity and Shift Work 9915. Whitworth, Headquarters, Department of the Army, Washington, D.C.USA

Benchmarking Successful Quality Programs 998JA. Edosomwan, Johnson & Johnson Associates, Inc., Morgan Hill,California USA

Towards a Methodology for Quality Software Development 1008R.T. Plant and P. Tsoumpas, University of Miami, Coral Gables, FloridaUSA

Company-Wide Deployment of Project Management Methodologies 1018G.T. Troskey, IBM Corporation, Boca Raton, Florida USA

2. Managing the Resistance to Change to Productivity and QualityThinking

A Conceptual Framework for Overcoming Resistance to the 1027Measurement of Productivity and QualityW.B. Werther, Jr. and E. Berman, University of Miami, CoralGables, Florida USA

xx

Currents and Undercurrents of Organizational Resistance to 1036ChangeMB. Sokol, AT&T Bell Laboratories, Short Hills, New JerseyUSA, and C. Harris, Rath and Strong, Lexington, MassachusettsUSA

Phases in a Turnaround: Managing Resistance to Change 1037MJ. Mestre, Trinity Western University, Langley, British ColumbiaCANADA

From Resistance to Commitment: The Rest of the Journey 1047RJJ. Smith, The LEADS Corporation, Englewood, Colorado USA

Perceptions of Roadblocks and Change Management Strategies 1056during Implementation of Organizational ProductivityImprovement ProjectsR.C. Preziosi, Nova University, Ft. Lauderdale, Florida USA

Overcoming Resistance to TQM in a Government Research 1064LaboratoryD.W. Tomlinson and G. Brown, USACERL/FST, Champaign,Illinois USA

Personality Traits: Could They Be Hurdles in Productivity and 1065CompetitivenessD.P.S. Arora, Florida International University, Miami, Florida USA

The Theory of Grand Strategy Systems: Quality and Productivity 1076Improvement and Large-Scale Organizational ChangeD.S. Sink, Virginia Polytechnic Institute & State University, Blacksburg,Virginia USA, and D.J. Monetta, Department of Defense, Washington,D.C. USA

An Employee and Managerial Perspective on Quality/Productivity 1077Improvement Programs: Benefits, Costs, Obstacles, andRequirements for SuccessTA. Scandura, University of Miami, Coral Gables, Florida USA, andKA. Stewart, University of Denver, Denver, Colorado USA

TQM in the Public Sector: Initiating the Revolution 1087E. West, Portland State University, Portland, Oregon USA

XXI

3. Compensation and Productivity Gainsharing Systems

"Time-Based" Gainsharing Plans 1097EM. Dar-El and /. Meshoulam, Technion, Israel Institute of Technology,Technion City, Haifa ISRAEL

Field Experience with the "Shred-Cost" Gainsharing System 1105/. Yogev, Yissum Applied Management Systems, Ramat-Gan, ISRAEL

The Flexible Bonus System (FBS) 1114S. Globerson, Tel-Aviv University, Tel-Aviv, ISRAEL, and R. Parsons,Northeastern University, Boston, Massachusetts USA

Fiction, Facts, and Friction...Making Sure the Cart Is behind the 1123Horse: Are You Sure Your Company Wants a Gainshare System?R.R. Kegerreis, A.O. Smith Automotive Products Co., Milwaukee,Wisconsin USA

Hospital Productivity Gain Sharing 1124A Ji. Ganti, MECON Associates, Mesa, Arizona USA, and EJ. Nagy,Grace Hospital, Cleveland, Ohio USA

Experiences with Gainsharing in a Knowledge Worker Environment 1125D.S. Sink, Virginia Polytechnic Institute & State University, Blacksburg,Virginia USA

4. Training and Retraining Processes during Periods of ProductivityGains

The Human Capital Crisis and Productivity in Florida 1126R. Cassady and D. Hosni, University of Central Florida, Orlando, Florida,USA

5. Employee Empowerment and Its Impact on Technical, Social, andFinancial Aspects of Business

Employee Empowerment and Its Impact on Technical, Social, and 1133Financial Aspects of BusinessTD. Cairns, WTVJ Channel 4 - NBC, Miami, Florida USA

Effective Communication in the Working Environment 1142R Ji. Bell, Boeing Commercial Airplane Group, Seattle, WashingtonUSA

xxu

An Integrated New Product Development Process Utilizing Cross 1143Functional Design-Build TeamsTM. McClung, Allied-Signal Aerospace Canada, Rexdale, OntarioCANADA

Insights on Employee Empowerment and Its Effects on Productivity 1153E. Witt and K. Graebner, The Boeing Company, Wichita, Kansas USA

The Impact of Assertive Communication on Quality 1154M.K. Owens, IBM Corporation, Boca Raton, Florida USA

Work Humanization: An Essential Requirement for Achieving 1163Competitive Levels of Productivity and QualityE. Oliva-Lopez, National Polytechnic Institute - UPECSA, Iztacalco,D.F. MEXICO

Results and Conclusions from Applying TQM to Research 1164A.C. Endres, Juran Institute, Inc., Wilton, Connecticut USA

Factors Affecting Value-Based Purchasing and Their Status in 1169IndustryE.J. Dumond, California State University at Fullerton, Fullerton,California USA

6. Research-Based Case Studies

Quality Means Market — A Case Study in Quality Management 1179ZZ. Chen, East China University of Chemical Technology, Shanghai,PEOPLE'S REPUBLIC OF CHINA

Use of Value Engineering to Improve Industrial Productivity: A 1180Case StudyRD. Crowley, TG(USA) Corporation, Perryville, Missouri USA, andI.C Ehie, Southeast Missouri State University, Cape Girardeau, MissouriUSA

The Long-Term Target of Japanese Manufacturing Enterprises on 1189Productivity and Investment through MSS ApproachK. Abe, Kyushu Tokai University, Kumamoto-shi, JAPAN, andK. Kurosawa, The University of the Air, Chiba-shi, JAPAN

Quality and Productivity in Business Education: An Empirical 1190InvestigationG.H. Saad and 5. Ozatalay, Widener University, Chester, PennsylvaniaUSA

xxm

Productivity Improvements in a Make to Order Company 1200SJ. Childe, G. de la Pascua, AJ. Hallihan, R.S. Maull, and P.D.Pearce, Centre for Research in World Class Mfg., University ofPlymouth, Plymouth, England UNITED KINGDOM

7. Managing Change-Results on Productivity and Quality

Change Management: The Human Side of Change and Its 1201Relationship to Quality and ProductivityCA. Stevens and 5. Gambrell, Science Application InternationalCorporation (SAIC), Oak Ridge, Tennessee USA

Team Communications in the 21st Century: Maintaining Quality 1202and Productivity in a Changing World by CommunicationCA. Stevens and S. Gambrell, Science Application InternationalCorporation (SAIC), Oak Ridge, Tennessee USA, and C. Pepper,Oak Ridge National Laboratory, Oak Ridge, Tennessee USA

Facilitating and Controlling Change: Improving Competitiveness, 1209Quality, and ProductivityCA. Stevens and 5. Gambrell, Science Application InternationalCorporation (SAIC), Oak Ridge, Tennessee USA, and C. Pepper, OakRidge National Laboratory, Oak Ridge, Tennessee USA

PART V. TRANSFER OF KNOWLEDGE IN PRODUCTIVITY AND 1221

QUALITY RESEARCH

1. From Manufacturing to Service Sectors

Quality Assurance: From Manufacturing to Tertiary and 1223Industrial ServicesC.P. Lacaze, TERSUD - Buroparc, Marseille, FRANCE, JJ3. Gazerianand F. Rigaud, ENSSPICAM, Universite de Droit, Marseille, FRANCE,and J.-M. Ruiz, ENSSPICAM, Aix-Marseille in University, Marseille,FRANCEInvestigating the Quality Message in Selected Advertisements 1233R.P. Kudar and R.R. Britney, University of Western Ontario, London,Ontario CANADA

The Application of TQM in the UK Service Sector 1243R. Maull, Centre for Research in World Class Mfg., University ofPlymouth, Plymouth, England UNITED KINGDOM, R. Cliffe,Trustees Savings Bank, Birmingham, England UNITED KINGDOM, and/ . Marsh, Avon TEC, Bristol, England UNITED KINGDOM

xxiv

2. Highly-Democratized to Newly-Democratized Countries

Productivity for Poland 1244/. Eriksson, Swedish Federation of Productivity Services (SRF),Stockholm, SWEDEN

3. Factors Affecting the Transfer: Challenges and Opportunities

National Strategies for Quality Improvement: The Case of Greece 1245N. Kastrinos, The University, PREST, Manchester, EnglandUNITED KINGDOM

Stumble the Mumble: A Necessary Step before Walking the Talk 1255of Quality Initiatives5. Farrell, U.S. Army Construction Engineering Research Laboratories,Champaign, Illinois USA

Management of Innovation Quality 1256H. Jaakkola and M. Lahdeniemi, Tampere University of Technology,Pori, FINLAND

4. Formal Mechanisms, Methodologies, and Processes to Achieve theTransfer

Creating and Sustaining a Local Quality Users' Network 1257R.P. Kudar, R.R. Britney, B. Portis, and /. Haywood-Farmer, Universityof Western Ontario, London, Ontario CANADA

Managing Sino-Western Joint Ventures: How to Implement 1258Localization More EffectivelyX. Jia, J. Bilderbeek, and EJ. de Bruijn, University of Twente,Enschede, THE NETHERLANDS

Technology-Based Enterprise Incubator as an Instrument of 1259Promotion for Regional Development: A Proposal for the RioGrande do Norte State/BrazilA.C.C.F. Campos, D.D.M.O. Souza, R.MN. Bezerra, and R.C. da Costa,Universidade Federal do Rio Grande do Norte, Natal, RN BRAZIL

Transfer of Technology: A Contribution for Improving Quality 1266and Productivity in the EnterprisesD.D.M.O. Souza and A.C.C.F. Campos, Universidade Federal do RioGrande do Norte, Natal, RN BRAZIL

xxv

The Impact of Brazil's Productivity & Quality Program on 1267BusinessEJ. Paulinyi, Strategic Affairs Office, Brasilia, DF BRAZIL

5. Research-Based Case Studies

How to Organize Quality Management in the Retail Enterprise 1268ZZ. Chen, East China University of Chemical Technology, Shanghai,PEOPLE'S REPUBLIC OF CHINA

PART VI. FORMAL PRODUCTIVITY AND QUALITY EDUCATION 1269

1. Formal Education Efforts in Universities, Colleges, and Schools

A New Focus for Productivity and Quality Education 1271DM. Rushforth, Educational Publications, Inc., Fairfax, Virginia USA

An Examination of Course Content and Teaching Pedagogy of 1281Quality Assurance Education in the Business School CurriculumAL. Guiffrida, Canisius College, Buffalo, New York USA

Small Private College Surprises the Business Community with 1291Academic Graduate Program in Total Quality ManagementMJ. Byrd, Mobile College, Mobile, Alabama USA

Latest Teaching Innovations 1298S. Martinez, Florida International University, Miami, Florida USA

In Search of Excellence in Engineering Education: Productivity 1299Linked BonusYJt. Babu, Gandhi Institute of Technology & Management,Visakhapatnam, INDIA, and P.S. Rarmaiah, Andhra University,Visakhapatnam, Andhra Pradesh INDIA

Productivity Measurement as a Tool of Management in all 1300Organizational Levels in Finnish Forest IndustryH. Harjunkoski, Employers' Association of Finnish Forrest Industries,Helsinki, FINLAND

2. Formal Education Efforts in Companies, Enterprises, andProductivity Centers

Quality and Productivity: An Applied Research Intended for 1306Teaching ActivitiesR.C. da Costa and A.C.C.F. Campos, Universidade Federal do RioGrande do Norte, Natal, RN BRAZIL

xxvi

European Experiences of Productivity and Quality Teaching in 1307Engineering SchoolsC. Delvosalle and M. Vankerkem, Falcult6 Polytechnique de Mons,Mons, BELGIUM, J. Gazerian, F. Rigaud, and J.-M. Ruiz,ENSSPICAM, Universite' de Droit, Marseille, FRANCE

Feasibility Study on the Establishment of an Integration 1317Programme between UFRN/Productive Sector of Rio Grande doNorte State (RN), BrazilA.C.C.F. Campos and RMN. Bezerra, Universidade Federal do RioGrande do Norte, Natal, RN BRAZIL

3. Integrative Productivity and Quality Management Education inBusiness and Engineering Schools

Refining of Teaching Productivity and Quality Management in 1318Alternative Business SchoolO. Borisov, Odessa Politechnic Institute, Odessa, UKRAINE

A Proposal for TQM Education within Higher Education 1322InstitutionsO. Usabiaga, Institute Tecnologico de Estudios Superiores, Querdtaro,Qro MEXICO

Integrative Education for Productivity and Quality Management: 1323The Role of Business and Engineering SchoolsS.B-S.K. Adjibolosoo, Trinity Western University, Langley,British Columbia CANADA

Developing the Joint MBA/MSE Program Capstone Course 1335R.M. Haynes, E.C. Keller, R. Pouraghabagher, and D. White, CaliforniaPolytechnic State University, San Luis Obispo, California USA

4. Reconfiguration of Industrial Engineering and ManagementPhilosophies, Tools, and Techniques-Policy Debate Issues

Public Policies and Schemes in Quality-Related Activities in France 1343and the United KingdomB.G. Barker, PREST, The University, Manchester, EnglandUNITED KINGDOM, and J.-J. Chanaron, University of Grenoble,CNRS-IREP-D, Grenoble, FRANCE

XXVll

PART VII. AWARDS FOR PRODUCTIVITY AND/OR QUALITY 1353EXCELLENCE

1. The Malcolm Baldrige Quality Award and Its Impact onEnterprises in Productivity and Quality Improvement

Applying Malcolm Baldrige Criteria at the Departmental Level 1355J.C. Parks, IBM Corporation, Poughkeepsie, New York USA

Quality and Innovation at 3M: A Strategy for Customer 1361SatisfactionDJV. Anderson, 3M Corporate Quality Services, St. Paul,Minnesota USA

2. State, Regional, and Local Awards, and Their Impact onAwareness, Participation, and Performance

Lockheed and the NASA Excellence Award Process: A Roadmap 1369for ImprovementS.H. Prud' homme, Lockheed Engineering & Sciences Company,Houston, Texas USA

Virginia's Quality and Productivity Award Process 1370E.H. Ingold and CS. Johnston, Virginia Polytechnic Institute & StateUniversity, Blacksburg, Virginia USA

State, Regional, and Local Awards in India and Their Impact on 1380Improvement of Productivity in IndustryY.SM. Maheswar and M. Mallipeddi, J.N.T. University, Hyderabad,Andhra Pradesh INDIA

AUTHOR INDEX 1381

XXVUl