1997 PROCEEDINGS >

Decision Sciences Institute

1997 Annual Meeting Qz8 VNovember 22-25,1997 .

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UB/TIB HannoverSan Diego, California

VOLUME 3

POM - ManufacturingPOM - Service

Quality and Productivity

PROCEEDINGS COORDINATOR

E. Powell Robinson

Texas A&M University

PROGRAM CHAIR

David L. Olson

Texas A&M University

ASSOCIATE PROGRAM CHAIR

Benito E. Flores

Texas A&M University

88k

November22-25, W7

S«nDiego, California

Volume 31997 Decision Sciences Institute Proceedings

Small and Medium-Sized ManufacturingProdUCtiOll/OperationS Companies in Taiwan

Management—ManufacturingannhoLm

1085 Implementation of Just-In-Time Production

Systems in Manufacturing Firms in Ghana

Kwasi Amoako-Gyampah and Vidyaranya B. Gargeya1061 [PM2-St4] WORKSHOP: SUPPLY CHAIN

MANAGEMENT: ANEMPIRICALSTUDY TOAID IN THEDESIGN OF CURRICULA

Mark D. Hanna, Rocky Newman and Thomas W. Speh

[PM3-S2] PERFORMANCE ISSUES IN

MANUFACTURING I

1064 A Paradigm for Assessing Unidimensionality and

Measurement Properties in ManufacturingResearch

Xenophon A. Koufteros

1067 Competitive Capabilities: Measurement and

Relationships

Xenophon A. Koufteros, Mark A. Vonderembse and

WilliamJ. Doll

1070 Assessing the Accuracy of Manufacturing Cost

Systems Using Operations-Based SegmentsSteve Edwards and Cecil C. Bozarth

[PM4-S2] CELLULAR MANUFACTURING

1073 A Mathematical Programming Approach to

Evaluating Alternative Machine Clusters in

Cellular ManufacturingVictor L. Berardi and Guoqiang Zhang

1076 Cellular Versus Process Layouts: Assessing the

Impact of Learning and ProductivityImprovement

Vijay R. Kannan and Susan W. Palocsay

1079 Worker Routing in a Manufacturing Cell

Udayan Nandkeolyar, Mesbah U. Ahmed and

GopalakrishnaUdupi

[PM5-S2] INTERNATIONAL ISSUES IN

MANUFACTURING I

1082 The Effects of Organizational Climate on Quality

Management Practice-An Empirical Study on

1088 An Empirical Study of the Operations Strategyfor Small and Medium Enterprises in SingaporeSeungwook Park, G. Keong Leong andChee-Chuong Sum

[PM6-S2] TABLE TOPICS: TECHNICAL

ISSUES IN OPERATIONS MANAGEMENT

1091 A Simulation Based Evaluation of Drum-Buffer-

Rope (DBR) Scheduling System Under ShiftingBottleneck Conditions

Brian Atwater and Satya S. Chakravorty

1091 An Empirical Evaluation of Tabu Search,Simulated Annealing, and Generic Algorithms on

Facilities Location Problems

Marvin Arostegui, Jr., Sukran N. Kadipasaoglu andBasheer M. Khumawala

1091 Elements of Time-Based Competition and Life

Cycle Costing in Concurrent EngineeringEnvironment

Shad Dowlatshahi

[PM7-S3] PERFORMANCE ISSUES IN

MANUFACTURING n

1092 A Review of Generalized ManufacturingFlexibility Empirical Research

Robert J. Vokurka and ScottW. O'Leary-Kelly

1095 A Methodology for Enterprise Performance

Management

Adrien R. Presley, L.E. Whitman and Donald H. Liles

1098 TQM and Manufacturing Flexibility: An

Empirical AnalysisMohamed A. Youssef, Jaideep Motwani, AshokKumarand Granville Sawyer

iv

[PM8-S3] ORGANIZATIONAL ISSUES IN

MANUFACTURING

1101 Operations Strategy and Human Resources Fit:

An Extension of the Product-Process Matrix

JeffK. Stratman and Aleda V. Roth

1104 Flexible Managers for ImplementingManufacturing Flexibility

Ravi Kathuria andFariborz Y. Partovi

1107 Advanced Manufacturing Technology: An

Empirical Investigation of the Role of

Organizational Culture in ImplementationEffectiveness

GregoryN. Stock andChristopher M, McDermott

[PM9-S3] PERFORMANCE ISSUES IN

MANUFACTURING III

1110 Analyzing the Effects of Regulatory Complianceon the Manufacturing IndustryPhillip E. Miller and MichaelM, McKinney

1114 The Green Supply Chain: Integrating Suppliersinto Environmental Management Processes

Steven V. Walton, Robert B. Handfield and Steven A.

Melnyk

1117 A Multiple Method Study of Environmental

Uncertainty and the Manufacturing Environment

Mark D. Pagell and Daniel R. Krause

[PM10-S3] JUST-IN-TIME

1120 Multiple Objective, Mixed-Model JIT AssemblyLine Sequencing with SetupsPatrick R.McMullen

1123 Internal and External Organizational Factors

Related to JIT Implementation Practices

Marwan A. Wafa and Mahmoud M. Yasin

1126 An Efficient Heuristic for the U-Line AssemblyLine Balancing Problem in the Just-In-Time

Production Environment

Wen-ChyuanChiang, Panagiotis Kouvelis and Chou-Hong

Jason Chen

[PM11-S3] MATERIALS MANAGEMENT/

INVENTORY I

1129 An Evaluation of Order Picking Policies

Charles G. Petersen

1132 Sequencing Order-Picking Operations for

Automated Storage/Retrieval Systems

Chih-HangWuandJeevanMulgund

1135 The Effect of Warehouse Cross Aisles on Order

Picking Efficiency

Timothy S. Vaughan and Charles G. Petersen

[PM13-S4] GROUP TECHNOLOGY

1138 A Comparison of Flow Shop Based Heuristics for

Group Scheduling ,

Jeffrey E. Sdialler

1141 Group Scheduling with Sequence Dependent

SetupsJeffrey E. Schaller, Jatinder N. Gupta and Asoo J.

Vakharia

1144 Flexibility versus Efficiency: Tradeoffs in a

Group Technology Shop with Labor and

Machine Constraints

John B. Jensen and Manoj K. Malhotra

[PM14-S4] LOCATIONAND LAYOUT

1147 Dynamic Plant Layout Algorithms: A State-of-

the-Art Survey

Jaydeep Balakrishnan andChun Hung Cheng

1150 Mass Customization in High Tech/HighlyComplex Product Environments: Reconciling the

High Cost-Small Lot Size Dilemma

LawrenceR. Bigler, Shirley A. Hopkins and Willie E.

Hopkins

1153 An Investigation into the Effect of More

Accurate Measures of Distance on the Detailed

Facility Layout Problem

Conor O'Muirgheasa, Sukran N. Kadipasaoglu andBasheer M. Khumawala

[PM15-S4] SUPPLY CHAIN MANAGEMENT I

1156 Power Influences within the Supply Chain

MichaelMaloni and W.C. Benton

1159 A Closed-Loop Logistics Model for Use Within a

Recoverable Manufacturing Environment

Vaidyanathan Jayaraman, V. DanielR. Guide, Jr. and

Rajesh Srivastava

1162 Product Configuration Under the Buy American

Act: An Integer Programming Application to

Information Technology AcquisitionM. Murat Albayrakoglu, JohnM. Gleason andMuthu

Karuppan

[PM16-S4] INTERNATIONAL ISSUES IN

MANUFACTURING n

1165 Profit Margins and Process Improvements in

Global Manufacturing Plant Decisions

Amiya K. Chakravarty

1168 An International Comparison of the Productivityof Factory Employees, Non-Factory Employees,and Investment in Manufacturing Plants

John G. Wacker and Matthew Hanson

1171 Competitiveness of German ManufacturingIndustry—An International ComparisonFrank H. Maier

[PM12-S4] TABLE TOPICS: ISSUES IN

MANUFACTURING MANAGEMENTI

1174 Uses of the Internet/World Wide Web in

Instructing Operations Management and

Management Science Courses

Roger J, Gagnon and Ravindra Krovi

1174 Manufacturing Strategy in Low-Populated Areas:

An Investigation

Jiaqin Yang and Melford Johnson

1174 Issues in Automated Design-to-CostDavid M. Dilts and Brian Heinmuller

1174 The American Manufacturing CompetitivenessProject: Defense and Non-Defense Firms

Margaret A. Noble

1175 The 'Plant' Paradox: Insights From Natural Plant

Cycle for Manufacturing Plant Cycle

AtulAgarwal

[PM17-M1] FLEXIBLE MANUFACTURINGSYSTEMS

1176 A New Approach to Designing an FMS with

Multiple Performance Measures

Taeho Park

1179 Expert Systems Directed Scheduling of an

Integrated Shop-Jobshop and an FMS in Tandem

Anand S. Kunnathur, P.S. Sundararaghavan and Sridhar

Subramaniam

1182 An Integrated Production Planning and Tool

Planning Model for Flexible ManufacturingSystemsZubair M. Mohamed, Ashok Kumar andJaideep Motwani

[PM18-M1] OPERATIONS STRATEGY I

1185 World Class Manufacturing Practices: An

Empirical Investigation of the Hayes and

Wheelwright Framework

Roger G. Schroeder, BarbaraB. Flynn and E. James Flynn

1188 Assessing the Value of Operations StrategyHomogeneityKenneth K. Boyer and ChristopherM. McDermott

1191 An Effective Assessment of ManufacturingStrategy Process

Paul M. Swamidass and Tim Baines

[PM19-M1] ISSUES IN MANUFACTURING

RESEARCH

1194 An Application of the Covariance ComponentModel to Production Process Control

Ching-Wen Chen and Ta-Tao Chuang

1197 Common Method Variance in Single-Source Self-

Reported Data: Is it Really a Sticky Issue in

Operations Management Research?

Hale Kaynak, CharlesF. Bimmerle and William A. Luker

1200 Evaluating the Research Impact of Authors,Journals and Institutions

Gyula Vastag and Frank Montabon

1203 [PM20-M1] WORKSHOP: IMPROVING

COMPANY-WIDE PERFORMANCE:

APPLYING THETHEORY OFCONSTRAINTS

Michael Umble and ElisabethJ. Umble

[PM21-M1] SUPPLY CHAINMANAGEMENT H

1204 Strategic Options in Logistic Systems: Exploringthe Impact of Distribution Rules upon SystemPerformance

Phillip E. Miller and David K. Peterson

1207 An Empirical Investigation of the Antecedents of

Global Sourcing Strategy Effectiveness

Kenneth J. Petersen, Thomas V. Scannell and David J.

Prayer

1210 Strategic Supplier Selection: A ComprehensiveModel for Understanding Buyer Relationships

Nagesh N. Murthy and Vaidyanathan Jayaraman

VI

[PM22-M1] INTERNATIONAL ISSUES IN

MANUFACTURING HI

1213 Industry and Country Differences in EmpiricalStudies in International OperationsManagement: The Degree of Biasness for

Competitive Goals

John G. Wacker, Lisa J. Roberts and CliffJones

1216 Internal Correlates of Manufacturing Planningand Control Practices: A Study of Firms in Ghana

Kwasi Amoako-Gyampah

1219 The Strategic Role of the Plant in Global

Manufacturing Networks

Ann Vereecke and Roland Van Dierdonck

[PM23-M1] TABLE TOPICS: GROUP

TECHNOLOGY

1222 A Conceptual Framework for Petroleum Products

Pipeline

Shahid I. Ali, Kazuo Nakatani and Paul H. Randolph

1222 A Comparison and Integration of Theory of

Constraints and Activity-Based CostingMing-Hsian Chen and Chwen Sheu

1222 Integrating Family Formation and Scheduling in

PCB ManufacturingAsoo J. Vakharia and Bulent Catay

1222 An Effective Machine Loading Strategy for FMS

Bharatendu Srivastava

1223 A Comparison of EOQ, MRP, JIT, OPT/TOC, and

BAM

Gerhard Plenert

1223 Analysis of Automated Guided Vehicle

Configurations in Flexible ManufacturingSystemsBrett E. Farting, Charles T. Mosier and Farzad Mahmoodi

[PM24-M1] TABLE TOPICS: INTERNATIONAL

ISSUES IN OPERATIONS

1224 The Manufacturing Micro-Industry in Costa Rica

John E. Powell, Gene B. Iverson and Diego Salazar

1224 Global Supply Chain Management Factors and

StrategiesLisa A. Ferguson

1224 Perceptions of Business Technology Programs in

Korean Manufacturing Firms

Choong Y. Lee

1224 Transferability of Manufacturing Practices: The

'Large Economies' and the 'Latin Bunch'

Gustavo A. Vargas, JavierRivera and Lily Cardenas

[PM25-M1] TABLE TOPICS: ISSUES INSUPPLY CHAIN MANAGEMENT

1225 Using Spreadsheet Analysis to Assist in the

Vendor Selection Decision

JoeT.Felan.III

1225 Cost and Benefit Analysis of me EC System on

the QRM System

GyuC.Kim

1225 Integrating Supply Chain Management Into

Operations Management Curricula

F. Barry Lawrence

[PM26-M1] TABLE TOPICS: ISSUES IN

MANUFACTURINGMANAGEMENT H

1226 Employee Development and ManufacturingStrategies: Interaction and ImpactMatthew B. Myers and Stanley E. Fawcett

1226 The Significance of Performance Measurement

in JIT Implementation

Azmi B. Ahmad and Satish Mehra

1226 Locational Factors for Business in Low-

Populated Areas

UnaNelson andJiaqin Yang

1226 Organizational Structure and Control: A LinkageJames W. Putt and SamiaM. Siha

[PM27-M2]PRODUCT/PROCESSDEVELOPMENT I

1227 Automated Design-to-Cost: Application in the

Aerospace Industry

Brian HeinmullerandDavid M. Dilts

1230 An Approach to Enhance Cost Estimation DuringProduct/Process Design

AllenG. Greenwood

1233 Physical Co-Location and the Success of New

Product Development Projects

AnthonyL. Patti, James P. Gilbert and Sandra J. Hartman

[PM28-M2] SCHEDULING I

1236 Impact of Forecast Horizon on ReplanningFrequencies for a Rolling Horizon Master

Production Schedule

Ray Venkataraman and Jay Nathan

1239 A Master Production Scheduling Procedure for

Stochastic Demand

Vincent A, Vargas and Richard D. Metters

[PM29-M2] OPERATIONS STRATEGY H

1242 An Empirical Examination of the UnderlyingDimensions of Strategic Purchasing CompetenceRam Narasimhan, Jayanth Jayaram and Joseph R. Carter

1245 Strategically Managed Buyer-SupplierRelationships and Performance Outcomes

Amelia S. Carr and John N. Pearson

1248 A Resource Based Theory of Supplier Strategy

Ken I. Kim, Ahmad Syamil and Bhal J. Bhatt

[PM30-M2] MODELING MANUFACTURING

SYSTEMS

1251 Controlling Moisture Content in Green Lumber:

A Designed Experiment Using Traditional and

Neural Network ApproachesSusan C. White, Mark O. Bordelon and Kelly L. Jennings

1254 Corrective Action Modeling in Natural GOMS

Language for Assembly

Lynn A. Fish

1257 Improving Labor Productivity with U-ShapedAssembly Lines

Gerald R. Aase

[PM32-M2] SUPPLY CHAIN MANAGEMENT

m

1260 Outsourcing in the Automotive Industry: From

JIT to Modular Consortia

Robert S. Collins, Kimberly A. Bechler and Silvio R.I.

Pires

1263 Canadian and U.S. Suppliers: How They Differ

and Why That Matters

ThomasJ. Callahan

1266 A Framework for Analyzing the Effect of

Supplementary Services on the Manufacturing

Supply Chain

TonyaBoone and RamkumarGaneshan

[PM33-M2] MRP

1269 An Investigation into the Use of HybridProduction Planning and Control Systems: ACase Study Approach

Gertrude P. Pannirselvam and Laura Swanson

1272 A Simulation-Based Backward Pass Approach forOrder Release Plans

Edward F. Watson, Deborah J. Medeiros and Randall P.

Sadowski

[PM34-M3] SUPPLY CHAIN MANAGEMENT TV

1275 Supplier Development: An EmpiricalInvestigation

Daniel R. Krause, Robert B. Handfield and Thomas V.

Scannell

1278 Supply-Chain FlexibilityLee J. Krajewski and Jerry C. Wei

1281 A Taxonomy of Supply Chain StrategiesMarkT. Frohlich, J. Robb Dixon andPeter M. Arnold

[PM35-M3] MATERIALS MANAGEMENT/INVENTORY n

1284 Setup Reduction in the Economic Lot SchedulingProblem

Dale J. Hockstra

1287 Commonality in an Integrated Production-

Inventory Model for a Two-Product Single-Facility System

Jae-Dong Hong and Jack C. Hayya

[PM36-M3] OPERATIONS STRATEGY DI

1290 Strategic Manufacturing Planning: Examiningthe Relationship Between Planning System

Design, Manufacturing Context, and PlanningEffectiveness

KarenE. Papke-Shields, Manoj K. Malhotra and Varun

Grover

1293 A Classification of Manufacturing Facility Types

Robert J. Vbkurka and Robert A. Davis

1296 Considering Mass Customization as a

Manufacturing Strategy

Rebecca Duray and Peter T. Ward

viii

[PM37-M3] PROCESS CONTROL

1299 The Impact of Queuing Time and Control of

Service Delivery on Customer Satisfaction

RhondaL. Hensley andJoanneM. Sulek

1302 The Impact of Tighter Tolerances on a Machine

Replacement/Upgrade Policy

Robert F. Marsh, Debopam Chakraborty and Samar

Mukhopadyay

1305 Engineering Change Management System: ABusiness Perspective

AmirM.Hormozi

[PM38-M3] SUPPLY CHAIN MANAGEMENT V

1308 Managing the Supply Chain Through Managingthe Information Flow: Capturing 'Moments of

Information'

Rhonda R. Lummus and Leslie K. Duclos

1311 The Impact of JIT, QM, and EDI on Supply Chain

Management: Attaining Superior DeliveryPerformance

Sohel Ahmad and RogerG. Schroeder

1314 Market Oriented Supply Chain Management and

Its Effects on Product Line Pricing and

Positioning

Kelly Beth Nichols and Munirpallam A. Venkataramanan

[PM39-M3] PERFORMANCE ISSUESIN

MANUFACTURING IV

1317 The Use of Options Theory for Robot Selection

Moutaz J. Khouja and Ram L. Kumar

1320 Evaluating Technological Intensity and

Performance of the Manufacturing Sector of the

Selected Member Countries of Asia Pacific

Economic Cooperation (APEC)

Veerappan Jayaraman and Rakesh K. Agrawal

[PM41-M4] MATERIALS MANAGEMENT/

INVENTORYm

1323 Dynamic Lot Splitting in a Closed Job Shop with

Stochastic Arrivals and Variability Across

OperationsJacob Simons, Jr. andMarkE. Kraus

1326 Resource Constrained Order Quantities and

Inventory Management

Kurt M. Bretthauer, James Haylett, Bala Shetty and

Robert J. Vokurka

1329 Statistical Order Point: A Reexamination and an

Improved Model

Farhad Moeeni and Stephen H. Replogle

[PM42-M4] OPERATIONS STRATEGY IV

1332 Kaizen Blitz: Introducing a New ManufacturingProcedure Based on the Continuous Pursuit of

Perfection

Frank Montabon, Steven A. Melnyk and Roger J.

Calantone

[PM43-M4] ISSUES IN MANUFACTURING

MANAGEMENT HI

1335 General Rules for Seasonal Demand

RichardD. Metters

1338 Workforce Flexibility in Automated

Manufacturing

CorinneM. Karuppan

1341 Effects of Operational Hazards and SafetyCulture: A Steel Industry StudyKaren A.Brown and P. Geoffrey Willis

EPM44-M4] PERFORMANCE ISSUESIN

MANUFACTURING V

1344 The Adoption and Performance of Advanced

Manufacturing Technology in Unionized Firms

Michael H. Small andMahmoud M. Yasin

1347 Antecedent Practices, Time-Based Performance,

and Business Performance: A Path Model

Jayanth Jayaram, Shawnee K. Vickery and Cornelia L.

Droge

1349 Performance Implications of Assembly Work

Teams

John K. McCreery, Lee J. Krajewski, G. KeongLeong and

Peter T. Ward

1352 [PM45-M4] PANEL: RECOVERABLE

PRODUCTENVIRONMENTSAND SYSTEMS

FOR REUSE: INTEGRATING

ENVIRONMENTAL ISSUES

W.C. Benton, V. Daniel Guide, Jr. and Rajesh Srivastava

IX

[PM46-M4] TABLE TOPICS: CURRICULAR

ISSUES IN OPERATIONS[PM49-T1] ISSUES IN MANUFACTURINGMANAGEMENT TV

1353 Student Project: Application of Production and

Operations Management

Lynn A. Fish

1353 Deer Valley DMV (A)

Michael R. Summers

1353 Deer Valley DMV (B)

Michael R. Summers

1353 Teaching as an Example of Service in TeachingService Management Course

Mark Wermus

1354 Learner's Portfolios to Enhance Thinking and

Learning Skills

Rao J. Tatikonda and Lakshmi U. Tatikonda

[PM47-T1] MATERIALS MANAGEMENT/

INVENTORYIV

1355 The News Vendor Model: A Dynamic Policy for

Infinite-Horizon Inventory Analysis

Joseph P. Guenes and Jack C. Hayya

1358 The Disposal of Excess Stock: A Classification of

Literature and Some Directions for Further

Research

KeithA. Willoughby and Randolph M. Russell

1361 Quantity Discount vs. Leadtime-DependentDiscount in an Inter-Organizational SupplyChain

Danilo Sirias and SatishMehra

[PM48-T1] PRODUCT/PROCESS

DEVELOPMENT H

1364 A Process Model of Successful Supplier

Integration into New Product/Process/Service

Development

Gary L. Ragatz, Robert B. Handfield, Kenneth J. Petersen

and RobertM. Monczka

1373 A Single-Item Economic Lot Scheduling Problemwith Rework

MoutazJ. Khouja

1375 The Moderating Influence of Documentation in

Development Project Environments Where

Preemption is Allowed

RobertC. Ash and DwightE. Smith-Daniels

1378 A New Hybrid Heuristic to Minimize the SingleMachine Total Tardiness Problem

T. Jaideep Naidu and BahramAlidaee

[PM50-T1] CAPACITY ISSUES

1381 Sensitivity of Capacity Rationing to Errors in

Demand Distribution Parameters

Nagraj Balakrishnan, J. Wayne Patterson and Sri V.

Sridharan

1384 The Influence of Protective Capacity on the

Performance of a Flow Line: A Simulation

AnalysisK. Roscoe Davis, Craig S. Knight, Seonmin Kim and

Charles F. Turner, III

1387 An Examination of the Capacity ManagementTechniques of the Theory of Constraints on

Bottleneck Shiftiness

Lawrence D. Fredendall, Janis L. Miller and J. W.

Patterson

[PM51-T1] SCHEDULING H

1390 On Two-Machine Stochastic Flow ShopMark Wermus

1393 An Analysis of the Impact of Processing Time

Inaccuracies in a Dual Resource Constrained Job

ShopMark D. Treleven, Richard Penlesky and Charles A. Watts

1396 Multiple Product Lot Streaming in MultipleMachine Flow Shops

Vijayakumar R. Pyreddy, Avijit Banerjee, William G.

Bistline, SnehamayBanerjee and SudhirkumarN. Mallya

1367 Quality Function Deployment's Impact on

Product Development

Mark A. Vonderembse and T.S. Raghunathan

1370 New Product Development: Speed and Quality

Dinesh H. Wadhwani and Roger G. Schroeder

x

[PM52-T2] MATERIALS MANAGEMENT/INVENTORYV

1399 Investigating the Relationships between

Shortage Costs and Service Measures in

Continuous (s,Q) Inventory SystemsAmy Z. Zeng

1402 Development of a Spare Parts Inventory Control

Model for a Fortune 500 CompanyMuhammed A. Razi and Ibrahim S. Kurtulus

1405 Inventory Buffers in Recoverable ManufacturingV. Daniel R. Guide, Jr. and Rajesh Srivastava

[PM53-T2] PRODUCT/PROCESS

DEVELOPMENT D3

1408 Progressive Engineering Changes in Multi-Level

Product Structures

Chrwan-jyh Ho and Jing Li

1411 An Efficient Method of Design Data Retrieval in

Concurrent Engineering

ShadDowlatshahi

1414 The Role of Product Design in Concurrent

Engineering: An Optimization Approach

ShadDowlatshahi

[PM54-T2] ISSUES IN MANUFACTURING

MANAGEMENTV

1417 MRP in Developing Countries: A Case of

Nigerian Manufacturing Firms

Emeka S. Dunu and Ike C. Ehie

1420 Expansion of U.S. Small and Medium Sized

Firms Into EuropeEdmundL. Prater and SoumenGhosh

1423 The Use of Assumptions in Modeling Serial

Production Lines

Kenneth L. Schultz

[PM55-T2] QUALITY MANAGEMENT

1426 Quality Orientation of Manufacturing in a

Transition Economy: A Survey of Quality

Process and Outcome in a Firm Undertaking

Changes in TechnologyRonald J. Ebert, Dan Cernusca and Maria Brindasu

1429 On-Line Regulation of Quality Diffusion Under

Quadratic Costs

JohnLiuand Seong-Hyun Nam

1432 The Fit Between Technology and Performance

Evaluation: Impact on Productivity and QualitySarvanan Devaraj

[PM56-T2] PERFORMANCE ISSUES IN

MANUFACTURING VI

1435 The Ability of Flow Dominance Measures to

Predict Manufacturing Performance

Elias Kourpas andTimothy L. Smunt

1438 The Relationship Between Process Choice and

Production Planning and Inventory Control

Decisions

M. Hossein Safizadeh and Larry P. Ritzman

1440 Approaches to Manufacturing Improvement: Use

and Performance ImplicationsRobert J. Vokurka, ScottO'Leary-Kelly and Benito E.

Flores

Production/Operations

Management—Services

1443 [PSla-St3] WORKSHOP: TEACHING

UNDERGRADUATE SERVICES

MANAGEMENT

Ray M. Haynes, Ray Boykin, Jo AnnDuffy, H. Halati,

Joyce Hoffman, JohnHaywood-Farmer, LenRoss, Steve

Starling, SueSiferd, WilliamSmith, LaurenWrightand

AndyYao

1444 [PSlb-St4] TEACHING GRADUATE

SERVICES MANAGEMENT

Ann S. Marucheck, Richard B. Chase, Frances X. Frei,

Sheryl E. Kimes, Aleda V. Roth and Chris Vbss

1445 [PSle-St5] INNOVATIONS IN TEACHING

SERVICES MANAGEMENT

ScottE. Sampson, Karen J. Napoleon, Elliott N. Weiss,

Rohit Verma, RobertJohnston, Jay Rao and Richard D.

Metters

[PS3-S2] LABOR CONSIDERATIONS IN

HEALTHCARE

1447 Cross-Utilization of a Two-Skill CategoryWorkforce

Michael J. Brusco, Tony R. Johns and John H. Reed

xi

1449 An Examination of a Community Health Care

Organization's Patient Scheduling: A PreliminaryStudy Using Logistic Regression Model

Neset Hikmet, Maling Ebrahimpor, Paul M. Mangiameli

andStuartWestin

[PS4-S2] LOCATION PLANNING FOR

SERVICES

1452 Performance of Two Hub Location Heuristics

Under Different Transportation Environments

Sue Abdinnour-Helm and Scott W. Hadley

1455 Cumberland County EMS—Optimization Models

for Enhancing the Response Time and Coveragefor Ambulances

Assad A. Tavakoli

[PS5-S3] RESOURCE PLANNING IN HEALTH

CARE

1458 A Staff Decision Model for AIDS Prevention

Program

LynnLingX. Li

1461 Admission Scheduling in Acute Care Hospitals:Does the Practice Fit with the Theory?

Paul Gemmel and Roland Van Dierdonck

1464 Predicting Patient Resource Needs: A

Methodology for Ambulatory Care

Joseph N. Khamalah and DavidM. Dilts

[PS6-S3] MEASURINGSERVICE

PERFORMANCE

1467 Best Practice and Benchmarking for the

Australian Hotels Industry

NormaJ. Harrison,BrianR. Harrison and RobertJ. Cain

1470 ISO 9001 Registration in the Software Industry:The Perspectives of Auditors

HilaTamir andBarbara E. Withers

1473 Physician Outcome Measurement Model

SamiaM. Siha

[PS7-S4] TABLE TOPICS: SUPPLY CHAIN

ISSUES AND INFORMATION SYSTEMS IN

SERVICES

1476 Implementation Issues in the Outsourcing of

Services

Ashok Chandrashekar andSandyAllen

1476 The Global Service Factory: Integrating the

Global Supply Chain Through Service

WilliamE. YoungdahlandArvinder P.S. Loomba

1476 Risk Assessment in the Supply Chain

Sue Perrott Siferd and Larry R. Smeltzer

[PS8-M1] THE ROLE OF TECHNOLOGY IN

SERVICES

1477 A Framework for Integrating Technology into

Service OperationsMark M. Davis and Janelle Heineke

1480 The Value of Motor Carrier Satellite

Communications Systems to Buyers of FreightServices: Building a Theory

Tracy D. Rishel and Alan J. Stenger

[PS9-M23 MATERIALS MANAGEMENT IN

SERVICES

1483 Hospital Materials Management in Taiwan: A

Survey

FenghueihHuarng

1486 Centralized vs. Individual Ordering in

Multilocation Inventory Systems

Jason Hu, Edward F. Watson and Helmut Schneider

1489 Multi Commodity - Multi Echelon Distribution

Planning: A DSS Approach with Application

Anthony D, Ross, Munirpallam A. Venkataramanan and

Kathryn W. Ernstberger

[PS10-M2] SERVICE PRIORITIES AND

PERFORMANCE

1492 The Impact of Empowerment on the Service

Value Chain

Ronald D. Anderson, Michael R. Crum and Roger E.

Jerman

1495 A Service Matrix: Preliminary Analysis

David A. Collier and Susan M. Meyer

1498 Competitive Priorities and Performance in

Services Operations: An Exploratory Analysis

Rohit Verma and Scott T. Young

xn

[PS11-M3] INVENTORY AND CUSTOMERSERVICE

1501 Taxonomy of Inventory Policies for Supply-Chain Effectiveness

Charu Chandra

1504 Inventory Management in a Manufacturer and

Retailer System

Susan X. Li

1507 The Role and Impact of Information in

Enhancing Logistics Inventory Performance and

Customer Service

Steven R. Clinton and StanleyE. Fawcett

1510 [PS12-M3] WORKSHOP: BENCHMARKING

US SERVICES: RESULTSAND

IMPLICATIONS

AledaRoth, RichardB. Chase, ChrisVoss,ElizabethL.

Rose and Larry J. Menor

[PS13-M4] THE VOICE OF THE CUSTOMER

IN SERVICES

1513 Application of QFD to Internal Service System

DesignR. "Nat" Natarajan, Ralph Martz and KyosukeKurosaka

1516 Quality Function Deployment: A Tool for Service

Quality Improvement—Alitalia's Experience

Abby Ghobadian and A.J. Terry

[PS14-M4] CUSTOMER SATISFACTION IN

SERVICES

1519 Human Resource Development in Customer

Satisfaction Strategies

RobertoFilippini andCiprianoForza

1522 Customer Evaluation of Service Quality: A Fuzzy

Sets Approach

Andrea Vinelli andRavi S.Behara

1525 A Survey of Consumer Satisfaction in the

Hungarian Electricity Industry

Gabor RekettyeandTiborTersztyanszky

[PS15-M4] SERVICE TYPOLOGIES AND

DESIGN

1528 Integrating Service Design and Delivery: A

Proposed Model of the New Service

Development Process

Susan P. Johnson and Larry J. Menor

1531 In Defense of the Production-Line Approach to

Service

David E. Bowen and William E. Youngdahl

1534 Typologies of Service Operations: An EmpiricalAssessment

Rohit Verma and Kenneth K. Boyer

[PS16-M4] TABLE TOPICS: SERVICE THEORY,

QUALITY, AND PERFORMANCE

1537 Competitive Ramifications of the Unified

Services TheoryScottE.Sampson

1537 Service Quality and Resource Utilization in a

Fire DepartmentElizabeth A.Anderson and JoaquinDiaz

1537 Customer-Based Determinants of Satisfaction

and Dissatisfaction in a Service Environment:

Implications for Operations Management

Roy Morleyand John S, Haywood-Farmer

[PS17-T11 WAITING LINES: QUALITATIVEAND QUANTITATIVE PERSPECTIVES

1538 Waiting: A Social and Psychological Perspective

Winter Nie

1541 Expected Waiting Time in Service Operations:Accounting for State Completion Rates of

Individuals

John C. Goodale and DonaldG. Wardell

1544 Performance Contingencies of Alternative

Service Designs: A Simulation Study

Chwen Sheu, Sunil Babbar and RogerW. McHaney

[PS18-T2] SERVICERECOVERY

1547 Nature of Service Recovery Expectations

Jay Rao and Sriram Dasu

1550 Service Recovery: An Integrated Framework and

Empirical Investigation

Janis L. Miller, ChristopherCraighead and KirkR. Karwan

xiii

1553 [PS19-T2] PANEL: THE DSI/APICS SERVICE

OPERATIONS CONNECTION

L. Drew Rosen, Richard E. Crandatl, KirkR. Karwan,

James A. Pope, HI and Brooke A, Saladin

[PS20-T2] DEMAND AND SUPPLY DECISIONS

1554 A Model for Improving Demand and SupplyManagement in Services

Kenneth J. Klassen and Thomas R. Rohleder

1557 Optimal Service Design: Integrating Marketingand Operations Elements for Capacity Decisions

Madeleine E. Pullman and William L. Moore

1560 Development and Application of Hotel GroupForecasting

Sheryl E. Kimes, Yunsoo Kim, Jinou Park and Christina

Loh Terry

Quality and Productivity

1563 [QPl-St4] WORKSHOP: LOCATING AND

ASSESSING PRODUCT-ORIENTED

INFORMATION FROMINTERNET

CONVERSATIONS

Byron J. Finch

[QP2-S2] ADVANCES IN ACCEPTANCE

SAMPLING

1566 Three Types of the Producer's and Consumer's

Risks in the Single Sampling Plan

Young H. Chun and Dan B. Rinks

1569 Classic Acceptance Sampling and Quality Failure

Costs: A Natural Marriage

Stephen H. Goodman

1572 Producer's and Consumer's Risk When

Proportion Defective is a Random Variable: A

More General ApproachElisabeth J. Umble

[QP3-S3] QUALITY AND PRODUCTIVITY:

FffiLD STUDTES

1575 Predicting Plant-Level Precursors of

Productivity: Biometeorological Effects on

Absenteeism

Steven E. Markham and Ina S. Markham

1579 The Effect of Cultural Differences in the

Adoption of TQM Practices in Mexico and the

United States: A Comparative Study

Felipe Burgos-Ochoategui

1582 Key Measures for Organizational Performance

Susan West Engelkemeyer

[QP5-S4] CRITICAL ELEMENTS FOR

SUCCESSFUL QUALITYPROGRAM

IMPLEMENTATION

1585 Qualitative Analysis of Continuous ImprovementProgram Implementations: Lessons from Seven

Automotive Parts SuppliersThomas Y. Choi, Manus Rungtusanafliam andJisungKim

1588 Quality Improvement Programs in the Railroad

Industry

Joel D. Wisner and Ira A. Lewis

1591 Determining the Critical Elements for ProducingQuality Products ina ManufacturingEnvironment

L. Paul Dreyfus and Michael L. Vineyard

1593 Examining the Obstacles to TQM Within a Factor

Analytic Framework

Rose Sebastianelli and Nabil Tamimi

[QP6-S4] QUALITYIMPROVEMENT

TECHNIQUES

1596 A Quality Function Deployment Approach to

Task Organization in Peacekeeping Force

Mission

FariborzY. Partovi and John M. Epperly

1599 Quest for Success in Business Process

Reengineering: Research Propositions and

ImplicationsMohammad Niamat Elahee andVipul K. Gupta

[QP4-S4] TABLE TOPICS: CONTINUAL

PROCESS IMPROVEMENT

1602 Mass Customization and Process Improvement:

Competitive Dynamic Model

Robert H. Burgess

1602 Knowledge Work Project ForecastingJoanne M. Sulek and Mary R. Lind

1602 A Faster Algorithm for Computing OptimalParameters of EWMA Control Charts

Ashok Kumar and Sheldon H. Jacobson

xiv

1602 Goal-Programming Approaches to the QFDPlanning Process

S. Bruce Han, Shaw K. Chen and Manbir S. Sodhi

[QP8-M1] DESIGN AND IMPLEMENTATION

OF SUCCESSFUL QUALITY IMPROVEMENTPROGRAMS

1603 An Empirical Investigation of First-Line

Supervisors' Participation in Quality Efforts

Sanjay L. Ahire, DamodarY. Golhar and Satish P.

Deshpande

1606 Role of Self-Efficacy in Implementation Success

of Quality Programs in OrganizationsArvinder P.S. Loomba and Rex Karsten

[QP7-M1] TABLE TOPICS: FffiLD STUDTES IN

TOTAL QUALITY MANAGEMENT

1609 ISO 9000: A Study of Certified Facilities

Mohammad Ahmadi and Farhad M.E. Raiszadeh

1609 A Comparative Study of Quality and

Reengineering Programs

Farzaneh Fazel and Gary J. Salegna

1609 The Role of HRM in a TQM Context: The Impacton Performance for U.S. Service Firms

David E. Gundersen and Ravi S. Behara

1609 TQM as a Key Strategy for Competitiveness: A

Case Study

Mohan R. Raoand Carol J. Stratton

1610 Will Quality Circle Be a Common Place in U.S.

Firms

Horace Scruggs and Hossein Jamshidi

1610 The Success of TQM/JIT in the U.S. Workplace

Horace Scruggs and Hossein Jamshidi

[QP10-M2] FACTORS RELATING TO

SUCCESSFUL QUALITY PROGRAM

IMPLEMENTATION

1611 The GAO Study-Expanded and Updated

Timothy M. Bergquist

1614 Quality Management and Organizational Context

Gertrude P.Pannirselvam

1617 The Relationships Between ISO 9000

Registration and Total Quality Management

S. Bruce Han, Maling Ebrahimpourand Barbara E.

Withers

[QP11-M2] MEASURINGTHE IMPACT OF

TOTAL QUALITY MANAGEMENT

IMPLEMENTATION

1620 TQM Dymanics-An Emprical Study of TQMPractice and Performance

Ajay Das, Robert B. Handfield, RogerJ. Calantone and

Soumen Ghosh

1623 Actual and Anticipated Benefits and Costs of

ISO-9000: Do They Match?

Rajeev Aurora, Rakesh K. Agrawal, S. SubbaRao and

T.S. Raghunathan

1626 Quality-Related Action Programs: Their Impacton Quality Performance and Overall Firm

Performance

SimeCurkovic, Steve Swartz and Shawnee K. Vickery

[QP12-M3] MEASURING AND IMPROVING

QUALITY IN HEALTHCARESETTINGS

1629 Measuring Operating Room Quality Performance

Attributes

James A. Rodger, David J. Paper and Parag C.

Pendharkar

1632 Assessing the Quality of Health Care Service

Plans

Scott A. Dellana and David W. Glascoff

1635 Mistakes and Complexity in Health Care

John R. Grout

[QP13-M3] QUALITY MEASUREMENT

TECHNIQUESAND APPLICATIONS

1638 IT Quality-An Operations Area Perception and

Quality Prescription

MarcyL. Kittner, Michael Jeffries and Frank Gryna

1641 Determining the Cost of Quality in the Poultry

IndustryBrianL. McGuire, MehmetC. Kocakulah and Jeff J. Vbrst

1644 Is Quality Perception a Self-Fulfilling Prophecy?The Case of the Automotive Industry

Edward Conlon, SarvananDevaraj andKhalilF.Matta

[QP14-M4] ADVANCES IN THE DESIGN AND

USE OF SPC CHARTS

1647 Economic Design of Statistical Process Control

Charts with Imperfect Process Adjustment and

Tampering

Timothy S. Vaughan

xv

1650 Comparisons of ARL Between Neural Network

and Control Chart for Averages Under NonnormalityJunsub Yi, Victor R. Prybutok and HowardR. Clayton

1653 Control Limits for Non-Normal Unimodal

Distributions

Gary E. Meek and Ceyhun O. Ozgur

1656 Control Charts for Processes with Common

Cause Trend: A Comparison of LAV and OLS

Methodologies

J. GaylordMay and Joanne M. Sulek

[QP15-M4] USING QUALITY AS A

STRATEGIC WEAPON

1659 Enhancing Firm's Performance Through Qualityand Supply Base Management: An EmpiricalStudy

Keah Choon Tan, Robert B. Handfield and Daniel R. Krause

1662 Market Structure and the Optimal Level of

Service Quality: A Simple Game Theoretic

Model

William E. Jackson, III

Purushottaman Nandakumar and AledaV. Roth

1665 Strategic Quality Management: Manufacturingand Service

Elizabeth A. Anderson and Sukran N. Kadipasaoglu

[QP16-M4] TABLE TOPICS: QUALITYMANAGEMENT IN SERVICE, HEALTHCAREANDEDUCATIONAL SETTINGS

[QP17-T1] ORGANIZATIONAL BEHAVIOR/DESIGN ISSUES RELATED TO

IMPLEMENTATION OF QUALITY

1670 The Influence of Human Resource Practices on

Empowerment and Employee Perceptions of

Management Commitment to QualityLarry W. Howard and S. Thomas Foster, Jr.

1673 An Assessment of Quality ManagementPrograms: Linkage with Organizational Goals

and Culture

Gary J. Salegna and Farzaneh Fazel

1676 The Impact of Control on High Tech

Manufacturing Performance

Kevin Kobelsky

1679 Quality Managers and Successful Managementof Quality: An Insight

Injazz J. Chen, Kenneth A. Paetsch and Antony Paulraj

[QP18-T1] SERVICE QUALITY: FEEDBACK

AND TRAINING ISSUES

1682 Total Quality Applications of Customer Feedback

Scott E. Sampson

1685 A Processual Model of Customer Service TrainingBinshanLin

1688 Employing Internet Technologies to Gather

Customers' Quality PerceptionsScott E. Sampson

[QP19-T2] PRODUCTIVITY AND QUALITYFOR MANUFACTURINGPROCESSES

1691 A Comparative Analysis of Assembly Line

Policies: Quality Failure Costs Perspective

Dooyoung Shin andHokeyMin

1694 Jointly Determining Production Quantity, SetupCost Reduction, and Process Reliability

Improvement Decisions

DaeSoo Kim

1697 Simulation of a Continuous Replenishment

System with Electronic Data Interchange

Michael P. D'ltri, Edmund W. Schuster and

Lakshminarayana R. Talluru

1700 A Simulation Study of the Impact of Grouping

Parts on Quality of Ready to Assemble Products

Tom Bramorski, Manu S. Madan and R.P. Sundarraj

1668 Perpetual Differences in the Quality of Products

and Services: Undergraduate Students versus

Business Executives

Stephen H. Goodman

1668 A TQM-Focused Student Project to Develop an

MBA Program Web PageWilliam M. Lindsay, Abraham Nahm, MarkLeathers andDonovan Rainer

1668 Improving Quality and Containing Cost of

Healthcare: A Continuous Quality Improvement

(CQI) Model

Fathi Sokkar, Yahya Daoud and Samia M. Siha

1668 Introducing Benchmarking in Colleges of Business

Larry B. Weinstein

1669 Total Quality Management: Some Evidence on

How Alumni View the MBA Program

Young H. Kim, Ralph Allen, Jr., Keith Harris, StephanieHunter, Janine Roberts and Karmen D. Williams

xvi