PURPOSE:The healthcare ecosystem continues to evolve with new technological developments with the support of its stakeholders. The technology-driven and patient-centric Healthcare 5.0 (H5.0) ecosystem is undergoing a transformation promising enormous benefits. However, the need to identify and understand the inherent challenges and barriers faced in the journey of H5.0 implementation and the relevant countermeasures for accelerated implementation has become critical. DESIGN/METHODOLOGY/APPROACH:The current research paper has utilised the Delphi approach for the collection of information and applied a well-proven quality function deployment (QFD) methodology for analysis. FINDINGS:The house of quality (HOQ) tool from the QFD has highlighted the critical H5.0 challenges which contribute to, approximately, 60% of the total weight. The identified top five process descriptors from the developed HOQ also contribute, approximately 60% among overall countermeasures. A useful H5.0 implementation progress (HIP) index has been recommended for tracking the progress made in the H5.0 implementation journey. ORIGINALITY/VALUE:This research is among the first that has provided the application of the HOQ approach in the QFD methodology in the domain of H5.0. It has provided useful insights to the stakeholders. Furthermore, the development of a simple and practical HIP index is another useful value addition.

Purpose Considering the unprecedented growth in last-mile delivery (LMD) of goods in the e-commerce business, the paper aims to analyse its related environmental sustainability concerns. This research seeks to identify, understand and prioritize the barriers to sustainable LMD and recommend countermeasures to minimize the growing adverse impact of last-mile logistics on the environment. Design/methodology/approach The quality function deployment (QFD) approach is applied to convert LMD-related barriers into sustainable LMD design requirements. It extensively utilizes the Delphi approach to capture expert inputs for developing the house of quality (HOQ) framework. Findings The analysis from the HOQ has highlighted that four dominant barriers contribute approximately 70% to the total sustainability issues of LMD. These are high emissions due to fossil-fuelled vehicles, lack of consumer awareness, increasing traffic congestion due to delivery vehicles, and growing expectations from today’s end consumers. Five of the nine countermeasures identified together contribute a significant 72% contribution in mitigating the adverse impact of the growing LMD. Research limitations/implications The QFD and Delphi approaches collect and rank information from 12 experts, which can have a certain degree of bias, subjectivity, time-consuming and costly decision-making, making it more intricate and challenging. The suggested sustainability index does require further research for its validation and real-world implementation. Practical implications The unique application of the HOQ tool of QFD and the Delphi approaches has provided a rich understanding of the dynamics of factors that impact the rapidly growing LMD. The research has also suggested a sustainability tracking index and provided useful insights to researchers, policymakers, e-commerce business leaders and government authorities. Its research has triggered the stakeholders to accelerate sustainable development in LMD. Originality/value The current research develops the HOQ framework using the QFD approach to investigate the dimensions of environmental sustainability in LMD, thereby adding to the literature. The study has provided the priority list for the e-commerce business leaders to focus on. The authors have recommended a simple but effective quantitative sustainability index to e-commerce business leaders to measure and track the progress of countermeasures implemented in the journey towards a sustainable LMD.

PurposeHumans are the most significant entity in the fast-growing tourism ecosystem. Paradoxically, many of the environmental crises caused by tourism are the consequences of anthropocentrism. Therefore, initiatives for regenerative tourism are imperative. This paper aims to identify and understand the key barriers and their interrelationships under regenerative tourism and provide recommendations for progress.Design/methodology/approachThe literature review and focus group approach identified barriers to regenerative tourism. Then, the Decision-Making Trial and Evaluation Laboratory (DEMATEL) methodology was applied to analyse the strength and cause-and-effect interrelationships between the barriers.FindingsThe scatter plot and digraph of the data set from DEMATEL have provided useful insights. The strongest barrier is the absence of an evolved comprehensive framework for regenerative tourism for each location. A linear mindset and lack of a single-window approach for regenerative initiatives are the two cause barriers. The two strongest effect barriers are the lack of symbiotic relationship/management between various entities in the tourism ecosystem, and operational barriers focused only on short-term routine business objectives.Practical implicationsThe DEMATEL approach has brought out useful stakeholder insights. It has set the priorities for focus based on the degree of interrelationship strength and the relationship's kind (cause or effect). It has provided stakeholders for futuristic regenerative tourism.Originality/valueApplication of the DEMATEL approach for analysing the cause-and-effect dynamics between the twelve barriers to the future of regenerative tourism.

The adoption of Industry 4.0 (I4.0) is expected to grow exponentially, especially as it offers efficient and cost-reducing options in an increasingly competitive business environment. The emergent business environment is facing increasing scrutiny and new regulations pertaining to sustainability. Hence, manufacturing in I4.0 is expected to contribute significantly to upping the sustainability quotient of businesses. The Sustainable Development Goals (SDGs) based regime, articulated by the United Nations, provides directions for assessing business performance on the sustainability yardstick. It is therefore imperative to understand and delineate the implications of I4.0 in the attainment of specific SDGs. The current research explores extant literature on this theme along with interaction with expert focus groups, composed of practitioners and researchers. An Interpretive Structural Modelling (ISM) approach has been used to identify eight key SDGs relevant and applicable to manufacturing. Analytic Hierarchy Process (AHP), was applied thereafter, using the Super-Decisions software to understand the relationships between the I4.0 technologies (I4.0T) and the SDGs. The final synthesized outcome from AHP prioritized eight I4.0 building blocks. Digitalization of processes and systems; additive manufacturing; big data analytics; cloud computing and artificial intelligence; and machine language were identified as the top five drivers facilitating sustainable manufacturing. Together they account for 80 percent of the sustainability effort in manufacturing. The study proposes a metric called the Technology Driven Sustainability Index (TDSI) for measuring and tracking the progress of the impact of I4.0 on sustainability in the organization's I4.0 transformation journey.

Purpose The accelerating business transformation through Industry 4.0 (I4.0) is expected to create significant value in the manufacturing industry by delivering considerably high productivity, superior quality, better efficiency and effectiveness. However, its evolutionary processes have far-reaching challenging for humanity. This has triggered a need to analyze the impact of I4.0 on various people-centric variables (PCVs). Design/methodology/approach This paper attempts to analyze the interrelationship dynamics between the PCVs in the current digital-industry ecosystem using a focus-group approach and causal loop diagrams. Application of the SWARA (stepwise weight assessment ratio analysis) methodology has provided its prioritized ranking in terms of importance. Findings The study has highlighted that I4.0 has a significant influence on five of the 13 PCVs – human quality of life, digital dexterity, high-skilled talent, low-skilled employment and creativity which contribute to 80% of the total impact. Originality/value The prioritized weights of the human factors from the SWARA approach have facilitated the assessment of the Human Resource Development Index (HRDI). The study is also contributing in enriching the literature on the human impact of the growing I4.0 and triggered the researchers to study further its adverse impact on critical human factors. Key points The paper pertains to debates on a very critical issue of impact of integration of the current intelligent digital technologies in manufacturing and services to transform businesses to be more flexible and agile. This paper features I4.0 as a technology that allows integration of new products in the existing production lines, one-off manufacturing runs and high mix manufacturing. The paper also highlights major adjustments in operational activities, processes, supply chain, and organizational redesign due to I4.0 adoption. The current research study has significantly enriched the literature on the I4.0 impact on people-centric variables (PCVs) using the SWARA method. The use of the Causal Loop Diagram has very aptly brought out the type of causality (polarity) between the different PCVs in the growth of I4.0.

The world is witnessing the fast replacement of fossil-fuelled vehicles by environment-friendly electric vehicles (EVs). This unprecedented growth of EVs is expected to burden the material resource consumption of batteries constituting metals from the earth. However, circular economy in the electric vehicle battery (EVB) ecosystem can provide a sustainable solution to resource management. This has triggered the need to understand and analyse the EVB ecosystem players. Long-term analyses of behaviours of the different variables under dynamic and complex systems are best carried out by the application of system dynamics (SD)-a continuous simulation methodology. This research paper has contributed in developing an interactive SD-based model for the circular production and consumption flow of EVBs to analyse the behavioural dynamics of the different variables involved. Five scenarios have been simulated for the analyses. The behaviour trends of the variables obtained from the SD-based simulation model have provided useful insights and five recommendations for resource sustainability. The recommendations are: the necessity for adopting Industry-4.0 in EVB manufacturing, awareness creation of circular thinking amongst all stakeholders, enhanced end-of-life (EOL) period of EVB, compelling need for high EVB recollection efficiency after EOL, and improvement in the reprocessing technology of EOL batteries.

The authors followed a different methodology to validate the hypothesis: Before improving the quality of products and services, the quality of people must improve. The factors were determined using a literature review, followed by a focused group approach for evaluation and a survey technique to arrive at the vital few. The factors were analysed for identifying the importance and weights with the application of the Stepwise Weight Assessment Ratio Analysis (SWARA) methodology. This research article provides an insight that people quality is the most important factor in delivering the right service outcomes in banks. The application of SWARA methodology to service quality assessment in the banking sector has been unique.

PurposeMicro, Small, Medium Enterprises (MSMEs) are witnessing an accelerated transformation by the advent of Industry-4.0 (I4.0) in the post-pandemic period. It is offering promising customer responsiveness, competitiveness, business growth and sustainability and thereby, compelling its integration to MSMEs. Therefore, it is imperative for researchers to explore Industry 4.0 challenges and their specific implementation requirements and also provide useful insights to the stakeholders.Design/methodology/approachThis research paper has identified, explained and analysed various determinants of the I4.0 implementation, in MSME context. Focus group approach has been applied for taking inputs from experts for developing the House of Quality (HOQ) tool of the Quality Function Deployment (QFD) methodology from the Total Quality Management (TQM) tool-box.FindingsBased on the responses and after applying QFD, a conceptual model suggesting relevant strategies to execute I4.0 by Indian MSMEs has been developed. The model highlights three key challenges being faced by the Indian MSMEs –Top management support, Incompatible resources and Transition cost. The model also reveals vital few designer's descriptors – Cultural reorientation, IT enabled digitization, Process automation and knowledge and skill in I4.0 implementation (Knowhow) for a structured implementation of I4.0.Practical implicationsThe evolved HOQ framework has provided some useful insights - priority areas in the MSME challenges and the designer's descriptors for I4.0 implementation in MSME. The research has also provided the understanding of the dynamics between the I4.0 components through the 10 × 10 interrelationship matrix of the HOQ. Farsighted MSME leaders, practising consultants, sourcing managers and policy makers can use the developed framework as a reference in formulating tactics to mitigate the I4.0 implementation barriers.Originality/valueThe non-conventional application of HOQ in the QFD approach from the TQM tool-box is a useful value addition to the TQM practitioners. The useful insights to the MSME leaders, policy makers, sourcing managers of OEM, consultants engaged in I4.0 transformation and academic researchers are the other contribution.

In the service sector, the quality of people working at the operational level plays a crucial role in delivering a satisfactory customer experience. Though the types of attributes may be the same, their degree of impact on the delivered service quality may vary from one industry to another. This article uniquely identifies the critical attributes of people quality specific to the 10 contributing industries in the service sector. In the research article, the tools such as brainstorming, a focused group approach, a survey questionnaire, secondary research, and analytic hierarchy process (AHP) have been used for the identification, selection, prioritization, and weight allocation to the CTQs, sub-CTQs that define the quality of people. Further detailed analysis resulted in a three-layered hierarchy with key segments such as attitude, skill, and knowledge at the top at level one, seven critical to quality (CTQs) at level two, and 35 sub-CTQs at level three. Based on the identified CTQs and sub-CTQs, two innovative indices have been developed—quick people quality index (QPQI) and overall people quality index (OPQI). These indices may conveniently be used for evaluating the performance of an individual working at an operational level, engaged in the identified industry in the service sector. These indices are easy to use and require little computation time. The service organization may greatly be benefited by measuring the people quality periodically. They may take the initiatives to bridge the gaps highlighted by this model and improve people’s quality. This improvement in people quality will lead to an improvement in the delivered service quality of the organization.

PurposeThe purpose of this research paper is to study the digital accelerators in conjunction with lean manufacturing enablers in the technology driven Industry 4.0 (I4.0) and understand their interrelationship dynamics with a goal to accelerate the pace of manufacturing excellence.Design/methodology/approachLiterature review coupled with the focus group approach facilitated to cull the key accelerating enablers to lean in I4.0. Thereafter, application of the multi criteria decision making methodology–DEMATEL (Decision Making Trial and Evaluation Laboratory) was carried out for analysis.FindingsA total of 18 factors from the integration of lean in I4.0 were identified from the focus group approach. The analysis from DEMATEL approach reflected that big data analytics and technology driven talent were the two most important factors in the manufacturing excellence journey. Leadership standard work and continuous improvement culture were the two key cause category factors, while, just in time the critical effect category factor.Practical implicationsAnalysis from DEMATEL approach has provided useful insights to industry leaders with the details of the degree of importance and type of influencing factors. It has given them direction in areas of investment to face the challenges of smart factories of tomorrow for sustainability.Originality/valueApplication of DEMATEL approach for analyzing the dynamics of the 18 factors in the integrated lean systems in I4.0 for manufacturing excellence.

Purpose The decision to select one amongst many choices of higher education institutions (HEIs) is a complex process. At a theory-building level, this study investigates the determinants of students' decisions as they consider investing in a long-term credence service higher education (HE) contract in pre- and in-pandemic and the implications for education managers. The second aspect is how disruptive global events influence such choice-making. Design/methodology/approach The study hypothesized that there would be significant differences in the driving factors and their weight in students' decisions seeking admission into B-schools (Business schools). Structural equation modeling (SEM) and t -test validate the determinants and test hypothesized differences. Findings Results reveal that core faculty quality, industry exposure, institutional brand name, placement offered, return on investment and specializations offered are the preferred choice criteria. The results reveal that choice criteria in the pre-and in-pandemic differ significantly. Originality/value The application of the SEM approach on a large primary database of students during the pre and in-pandemic periods to understand the changes in the choice of B-school for admission is the original aspect of the paper. Insights from the four hypotheses which got rejected provide value to stakeholders. As the pandemic is rearing its head once again across the globe, this study would be able to inform admissions managers on how to navigate for admissions success.

PURPOSE:The Healthcare sector is one of the important sectors of the Service Industry. It is believed that in this sector, the customer server relationship is very critical, and even the slightest gap in the people quality may have a huge impact on the delivered service quality. Some of these enablers are doctors, nursing staff and support staff. Furthermore, the nonpeople quality enablers such as diagnostic services, facilities, hygiene levels and so on are also likely to impact the delivered service quality. It was also felt that the degree of impact each enabler has on the service quality could vary. Therefore there is a need for structured and deep analysis. The paper attempts to identify, analyze and prioritize the enablers that impact the delivered service quality. DESIGN/METHODOLOGY/APPROACH:The enablers have been identified through literature review and inputs from experts in the healthcare fraternity. The authors have explored different decision-making tools such as analytic hierarchy process (AHP), analytic network process (ANP), stepwise weight assessment ratio analysis, Hybrid Model and DEMATEL (Decision-Making Trial and Evaluation Laboratory) for the analysis of data in this paper. Based on the strengths of the approach and careful considerations by focus group discussions, DEMATEL was chosen as the best option. It is simple, unique, sparingly used in the healthcare sector, effective in prioritizing and gives meaningful insights on importance, cause and effect factors. DEMATEL approach converts the complex problem with interrelated factors into a clear structure that makes simple interrelationships among factors in the form of cause and effects digraph, and hence, the authors chose to use it. A case study in one of the hospitals has also been conducted to demonstrate the applicability of the developed index. The case study very strongly validates the developed index. FINDINGS:This research paper has found that there are people quality enablers such as the doctor, nursing staff, support staff and nonpeople quality enablers such as facilities, diagnostic services and hygiene levels maintenance, which impact the delivered service quality. It also concludes that the delivered service quality depends not only on the quality but also on the availability of these enablers. The inputs received from the experts have been run through the DEMATEL methodology and importance computed for each. The top five priority enablers are Quality of Doctor, Availability of Doctor, Quality of Support Staff, Quality of Nursing Staff and Availability of Support Staff. RESEARCH LIMITATIONS/IMPLICATIONS:The weights of the enablers have been obtained using the DEMATEL tool. These weights have been calculated using the inputs from 22 experts, which meets the statistical requirement (Skulmoski, 2007). However, a larger group of experts can be reached, and based on the inputs received from them, the tool can be revalidated for repeatability and reproducibility. Using Fuzzy DEMATEL can also be explored for further analysis. PRACTICAL IMPLICATIONS:The proposed framework to assess the service quality level of a healthcare organization is based on a sound approach of DEMATEL. The service index arrived, thereafter, can be used to rate the delivered service quality by any healthcare organization. It can be used to compare the similar type of healthcare organizations across locations. This Index can facilitate improvements in the healthcare organization through internal and external benchmarking. It also helps the organization to know the gaps, understand the root cause, improve upon them and become the best in class. This Index uses the inputs from the end customers to calculate the rating, which makes it more reliable and accurate. The overall scores obtained from the Index can provide the ranking to the healthcare providing organizations and options to customers to choose from best. The service quality index can be used by an organization to continuously monitor their delivered service quality scores and improve them to become the best in class. The research paper highlights the significant role played by the people quality and its strong impact/contribution on the delivered service quality. Hence, it is believed that it will encourage the healthcare organizations to prioritize the improvement and upgrade of the people quality over the nonpeople quality aspect. ORIGINALITY/VALUE:Putting people and nonpeople quality enablers in one single model and assigning weights to them using the DEMATEL approach is a new application in healthcare. Developing an Index to measure the delivered service quality in the healthcare sector is also different and new.

PurposeThe paper aims at fulfilling two purposes: (1) to enrich young production shop floor managers to understand and appreciate the different dimensions of manufacturing excellence and (2) to provide a comprehensive industry-based case study to a faculty involved in the teaching-learning process of Lean systems to the Business school management students.Design/methodology/approachImparting learnings through a real-life case study from a manufacturing industry, which successfully doubled its delivery capacity using the project management and Lean systems approach. Value flow techniques have been utilised in the production shop floor.FindingsEffective implementation of lean thinking can significantly facilitate enhancing plant capacity within the original shop floor area and without hindering the delivery to the customers with growing demand. Outcomes of the plant transformation re-emphasised that effective leadership, a well-constituted project team, project management tools, applied knowledge of lean enablers and its metrics and management's engagement are the critical success factors.Research limitations/implicationsThe case has been automotive industry driven.Practical implicationsThis real life industry case study is expected to enrich not only the management graduates who would be industry leaders tomorrow but also the practising young shop floor managers who aspire to achieve manufacturing excellence through lean enablers and metrics.Originality/valueUseful real-life industry-based Lean manufacturing case study to be utilised by the business school faculty members in their class to enrich students/young practising managers.

Purpose The education sector acts as an input for every other sector and contributes around 7% to the service industry; hence, it is important to identify, measure and analyze the drivers that impact the delivered service quality. Design/methodology/approach This paper used different approaches to identify measure and analyze the drivers that impact the service quality. In addition to a thorough literature review, qualitative tools like brainstorming, the focused group technique, and the survey technique have been used. Decision-making tools like the analytic hierarchy process (AHP), and a quantitative tool, one-sample t -test, with the help of MINITAB software, were used to analyze the inputs received from 179 experts. By using the stated approach, the planned research outcomes have been achieved. Findings Quality of teachers, quality of students, quality of policies, and quality of facilities have been identified as the key drivers that impact quality of education. The paper highlights that the people quality drivers play a significantly important role in the quality of education when compared to the quality of non-people drivers. From the statistical analysis of the hypotheses, it was inferred that the People quality consisting of the quality of a teacher and the quality of students are the two prominent drivers to the Quality of education. This paper demonstrates the importance of the quality of a teacher and its significance to the quality of education. The recommendations made might be considered for the implementation, which can improve the quality of education in the country. Research limitations/implications This paper is focused on the data collected from the experts in the top-ranked management institutes only. The data from the experts from undergraduate institutions and other management institutes could have added more value. Practical implications In the paper, the drivers were identified and further analyzed to suggest that teacher quality is a dominant driver of education quality. The findings also suggest that there should be a high focus on having a great quality teacher as compared to the facilities. The weights identified will enable the researcher to arrive at the overall quality scores of any Institute. As a part of the process, the user just needs to collect the ratings from the end customers (the parents of the students) against each driver, and the institute level scores can be derived. These scores can then be used by the Institute's management to analyze the results and improve upon the weak areas to improve the delivered service quality in the education sector. Originality/value A holistic approach to exploring major drivers that impact the quality of education is a new approach. Moreover, using different tools like AHP, hypothesis testing, t -test, using the coefficient of variation in a single paper has not been attempted before. The revalidations of accepted hypotheses with respondents is also a new approach.

In the current competitive business world, the importance of lean systems has significantly improved. The purpose of the research paper is to identify key enablers of lean and understand their relationship dynamics using the interpretive structural modelling (ISM) approach with a goal to accelerate the pace of manufacturing excellence in industries. Literature review and focused interaction with domain experts facilitated in identifying 24 significant enablers. The analysis from the ISM has highlighted the strong need to focus on two clusters of four enablers each in the driving and dependent enablers quadrants in manufacturing. People-excellence-related cluster had leadership standard work, quality of people, functional expertise and lean training as the key driving enablers. While, the customer-driven cluster had supermarket pull system, demand management, process quality and value flow as the key dependent enablers. The research paper has provided useful insights and recommendations to industry leaders for accelerating their manufacturing excellence journey.

The COVID-19 pandemic has disrupted the industrial supply chain globally. The automotive sector in India has also suffered and are trying surviving while reviewing and reinventing business models, structures and processes, to cope with this unprecedented crisis. This study is of an Indian auto OEM major as it focused upon training its downstream partners, to counter a situation of complete lock-down due to the pandemic. The authors attempt to develop a service excellence framework, based upon their unique engagement with 100 plus auto dealers. Critical success factors are identified based on the dynamics between the success factors using the Decision Making Trial and Evaluation Laboratory (DEMATEL) approach. Customer relationship management, service excellence and operations excellence at the dealership level were found to be the key ingredients for survival and success of both the channel partners and the OEM. Service quality benchmarking, People development and Process mapping, were found to be key enablers of excellence in times of crises, creating customer delight and efficient inventory management. Effective communication with staff and inventory management are critical to success, especially in tough times. Customer satisfaction, inventory turnover and revenue from new business are key metrics of success to be focused upon during such times. This is a possible future area for research in managing crises.

In the service industry, to get the satisfactory quality outcome, both the customer and server play an important role. It is not a one-way process but a series of multiple continuous feedback loops that define the outcome. The demand levels set between both the customer and server decide whether the result will be extraordinary or ordinary. In the education sector, the customer is the student and the teacher is the server. It would be interesting to analyse this relationship and study its impact. The idea is to use the established, nationally recognized measurement criteria like National Institutional Ranking Framework (NIRF). This system has defined different criteria, of which 50% weightage has been given to teacher and student quality, named as Research and Professional Practice (RP) and Graduation Outcomes (GO). Statistical tools were used to analyse and compare the input criteria and their impact on the outcome. This attempt establishes the relationship between the teacher and student and the importance of the customer–server duality.

The paper highlights the volatility in material prices and other environmental impacts due to sharp depletion of material resources. The depletion is an outcome of the linear model of resource consumption based on 'take-make-dispose' approach to managing material resources. The circular model of resources consumption based on 'take-make-use-collect-reprocess-reuse' approach has been proposed as an alternate paradigm which has been of interest to economists and policy planners in recent times. The paper develops a System Dynamics (SD) model to understand and analyse long-term policy implications of the circular model on manufacturing growth. Using the generic SD model developed; 12 scenarios have been simulated which provide very useful insights to facilitate sustainable policy decisions for manufacturing growth. A case study for recycling of zinc is provided which examines the issues involved in the context of zinc as an important metal-necessary to sustain manufacturing growth.

The paper highlights the implications of Goods and Services Tax (GST), a major tax reform in India launched in July 2017 on the Make in India initiative launched in the year 2014. The GST is expected to trigger its impact on the following eight elements: warehouse efficiency, interstate check-post operations, informal to formal business transition, interstate business expansion by micro, small, and medium enterprises, simplicity and transparency in tax collection process, logistics cost reductions, ease of doing business in India, and working capital cost realignment, which in turn may accelerate the manufacturing growth in Indian economy. In order to study the impact of the factors of GST on the Make in India initiative and the manufacturing growth, a system dynamics approach has been adopted in this paper. A number of simulation runs carried out using the system dynamics modelling have provided meaningful insights to the policymakers and strategic planners for evolving strategies for manufacturing growth.