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i-manager's Journal on Management (JMGT)

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Volume 14 Issue 4 March - May 2020

Article

Customer Experience and the Mistake of its Inception in Organization

Mboungou Mouyabi Seke*

Department of Business Intelligence and Services, University of the Witwatersrand, Johannesburg, South Africa.

Seke, M. M. (2020). Customer Experience and the Mistake of its Inception in Organization. i-manager's Journal on Management, 14(4), 1-14. https://doi.org/10.26634/jmgt.14.4.17002

Abstract

It is a period of giving more emphasis to customers than some other key business basics. Therefore, we have entered the age of the customer. With this move, the business order of customer experience (CX) has increased. The purpose of this paper is to examine the concept of customer experience and the mistake of its practice in an organization. The methodology well thought out in this paper is a discussion format from the author against a variety of factors. In terms of findings, this paper outlines the combined factors that can be analyzed in order to derive a set of managerial frameworks for strategizing CX as a reward for building loyalty, relationships and satisfaction for their clientele.

References

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Research Paper

The Impact of Celebrity Endorsement on Perceived Effectiveness of Healthcare Products or Services

Neelam Sadruddin Hirani* , Mohsina Hussain **

*-** Department of Pediatrics at Aga Khan University Hospital, Karachi, Pakistan.

Hirani, N. S., and Hussain, M. (2020). The Impact of Celebrity Endorsement on Perceived Effectiveness of Healthcare Products or Services. i-manager's Journal on Management, 14(4), 15-22. https://doi.org/10.26634/jmgt.14.4.16679

Abstract

Celebrities are exceedingly persuasive people whose whereabouts and verdicts are watched and often emulated by followers in wide range. Many celebrities use this fame and recognition to appear in a prominent social standing, to offer medical advice or to endorse healthcare products. The aim of the study is to examine the role of celebrity endorsement on brand image in the healthcare industry. We conducted quantitative study and used questionnaires to collect data from general public who are healthcare consumers. We aimed to target 175 participants through the convenience sampling, although 120 participants agreed to participate in the study. Statistical Package for Social Science (SPSS) version was used to analyze and evaluate the data congregated from 20 participants. Trustworthiness and credibility of celebrities are the most persuading features on the brand. It has been identified that endorsement of celebrity creates a positive image and gives a huge exposure to the healthcare brand increasing its consumers. This study recommends that the endorser or assenter should be attractive to the target audience in certain facets like bodily appearance, knowledgeable capabilities, athletic competence, and lifestyle. It has been evidenced that associate endorser seems to be an enticing feature of a bigger likelihood of enhancing the customer's memory of the whole brand that he or she endorses.

References

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[7]. Dissanayake, D. R. (2015). Factors determine the customer-celebrity relationship towards perceived celebrity endorsements: propositions to hypothesize future Studies in Sri Lankan services sector. Sri Lanka Journal of Marketing (SLJM), 1(2), 1-19.

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Research Paper

An Instrument for Quality, Productivity and Safety Improvement in Indian Manufacturing Industries

Shabana Naz Siddique* , Sapan Kumar Ganguly **

*-** Department of Mechanical Engineering, Bhilai Institute of Technology, Durg, Chhattisgarh Swami Vivekanand Technical University, Chhattisgarh, India.

Siddique, S. N., and Ganguly, S. K. (2020). An Instrument for Quality, Productivity and Safety Improvement in Indian Manufacturing Industries. i-manager's Journal on Management, 14(4), 23-30. https://doi.org/10.26634/jmgt.14.4.16191

Abstract

Every business has to face many challenges due to advanced operations, increase in product complexity, and high competition at national and international level. India is a fast developing country, hence the relevance of Quality, Productivity and Safety & Measures to improve them are of utmost importance. Hence there is a key need to develop an instrument to access Critical Success Factors (CSF) and Performance Measures (PM) to improve overall performance of manufacturing industries. Through extensive literature survey and personal interviews, CSFs and PMs have been identified. With the help of judgemental selection of attributes, an instrument has been developed to improve financial performance and operating performance for pilot study in the manufacturing industries.

References

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Research Paper

Risk Assessment of Work-Related Musculoskeletal Disorders for the Assembly Line Operators using OCRA Method

Raj Kumar* , Parveen Kalra **

*, ** Punjab Engineering College (Deemed to be University), Chandigarh, India.

Kumar, R., and Kalra, P. (2020). Risk Assessment of Work-Related Musculoskeletal Disorders for the Assembly Line Operators using OCRA Method. i-manager's Journal on Management, 14(4), 31-40. https://doi.org/10.26634/jmgt.14.4.16677

Abstract

Now-a-days, the Work-related Musculo skeletal Disorders (WMSDs) are considered to be the principal ergonomic aspect in terms of occupational safety. The operators maintained various most strenuous postures while performing the repetitive assembly tasks. These most strenuous postures and repetitive movements of the assembly operator cause WMSDs which includes carpal tunnel syndrome, tendonitis, thoracic outlet syndrome, neck syndrome etc. These disorders cause extreme fatigue in the body of working operators, which inferiors their performance. The present study aims to reduce the risk level of WMSDs in the body of working operators. In this study, Occupational Repetitive Actions (OCRA) index is used to estimate and minimize the risk level of WMSDs. The OCRA index provides a value for determining the percentage of the operators affected by WMSDs among the entire working populace.

References

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[17]. Micheli, G. J., & Marzorati, L. M. (2018). Beyond OCRA: Predictive UL-WMSD risk assessment for safe assembly design. International Journal of Industrial Ergonomics, 65, 74-83. https://doi.org/10.1016/j.ergon. 2017.07.005

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[20]. Occhipinti, E., & Colombini, D. (2012). IEA/WHO toolkit for WMSDs prevention: criteria and practical tools for a step by step approach. Work, 41(Supplement 1), 3937-3944. https://doi.org/10.3233/WOR-2012-0690-3937

[21]. Otto, A., & Scholl, A. (2011). Incorporating ergonomic risks into assembly line balancing. European Journal of Operational Research, 212(2), 277-286. https://doi.org/ 10.1016/j.ejor.2011.01.056

[22]. Rosecrance, J., Paulsen, R., & Murgia, L. (2017). Risk assessment of cheese processing tasks using the Strain Index and OCRA Checklist. International Journal of Industrial Ergonomics, 61, 142-148. https://doi.org/ 10.1016/j.ergon.2017.05.009

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Research Paper

Reducing Delays in Heart Attack Patients with Six Sigma

Saadia Farooqui*

Aga Khan University & Hospital, Karachi, Pakistan.

Farooqui, S. (2020). Reducing Delays in Heart Attack Patients with Six Sigma. i-manager's Journal on Management, 14(4), 41-56. https://doi.org/10.26634/jmgt.14.4.15768

Abstract

Despite being a tertiary care hospital and a referral center for complicated & acute patients, the hospital lacked an automated standardized reporting tool and system for process measure of patients presenting in emergency room with Acute Chest Pain. All these contribute in creating negative effect on patient satisfaction, direct negative impact on patient outcome, which is well documented in international literature. Financial implications arising due to delay in processes compel these patients usually to leave ER either without being seen or preferring to leave against medical advice. Absence of automated standardized reporting tool had resulted in a number of incorrect practices such as late generation of cardiology consultation by ER physician, delay in obtaining financial approval from financial counselor prior to admission process and late transfer of patient from ER to Cath lab. With the above scenario, the objective of this project was to maximize of 50% improvement in door-to-balloon time of ST segmant elevation in myocardial infarction patients undergoing Percutaneous Coronary Interventions (PCI) within 90 minutes of arrival at a hospital. The Six Sigma DMAIC process methodology has been selected as its improvement method. A Six Sigma DMAIC project is defined as a project that eliminates a chronic problem that is causing patient dissatisfaction such as defects, poor quality, or other deficiencies in performance. Approach taken was baseline data abstraction through clinical audit to measure process involved in patient care through process measure as recommended by AHA guideline for management of ST-Elevation. The results obtained were relative frequency/percentage which was calculated by dividing the number of event by the total number of cases and multiplying by 100.

References

[1]. Ornato, J. P. (2007). The ST-segment–elevation myocardial infarction chain of survival. Circulation, 116(1), 6-9. https://doi.org/10.1161/CIRCULATIONAHA.107.710970

[2]. O'Gara, P. T., Kushner, F. G., Ascheim, D. D., Casey, D. E., Chung, M. K., De Lemos, J. A., ... & Granger, C. B. (2013). 2013 ACCF/AHA guideline for the management of ST-elevation myocardial infarction: A report of the American College of Cardiology Foundation/American Heart Association Task Force on Practice Guidelines. Circulation, 127(4), 362-425. https://doi.org /10.1161/ CIR.0b013e3182742cf6

[3]. Singer, A. J., Thode Jr, H. C., Viccellio, P., & Pines, J. M. (2011). The association between length of emergency department boarding and mortality. Academic Emergency Medicine, 18(12), 1324-1329. https://doi.org/ 10.1111/j.1553-2712.2011.01236.x

[4]. Bajaj, S., Parikh, R., Gupta, N., Aldehneh, A., Rosenberg, M., Hamdan, A., & Bikkina, M. (2012). “Code STEMI” protocol helps in achieving reduced door-toballoon times in patients presenting with acute ST-segment elevation myocardial infarction during off-hours. The Journal of Emergency Medicine, 42(3), 260-266. https://doi.org/10.1016/j.jemermed.2011.03.014

[5]. Thomas, P. (2019). What is six sigma? Project smart. https://www.projectsmart.co.uk/what-is-six-sigma.php

[6]. Taner, M. T., Kagan, G., Celik, S., Erbas, E., & Kagan, M. K. (2013). Formation of Six Sigma infrastructure for the coronary stenting process. International Review of Management and Marketing, 3(4), 232-242.

[7]. Lal, V. (2010). Cutting Door-to-Balloon Times. DAIC. https://www.dicardiology.com/article/cutting-doorballoon- times

[8]. Yeh, H. L., Lin, C. S., Su, C. T., & Wang, P. C. (2011). Applying lean six sigma to improve healthcare: An empirical study. African Journal of Business Management, 5(31), 12356-12370. https://doi.org/10.5897/AJBM11.1654

[9]. Kim, C. S., Spahlinger, D. A., Kin, J. M., & Billi, J. E. (2006). Lean health care: What can hospitals learn from a world‐class automaker? Journal of Hospital Medicine: an official publication of the Society of Hospital Medicine, 1(3), 191-199. https://doi.org/10.1002/jhm.68

[10]. George, M. L. (2003). Lean Six Sigma for service: How to use lean speed and Six Sigma quality to improve services and transactions. New York, McGraw-Hill.

[11]. Medina, L., Sumter, D., George, J., Rushenberg, J., & Leonard, C. (2007). Reducing door-to-balloon times in acute myocardial infarction. Journal of Emergency Nursing, 33(4), 336-341. https://doi.org/10.1016/j.jen.2 006.12.002

[12]. McNamara, R. L., Wang, Y., Herrin, J., Curtis, J. P., Bradley, E. H., Magid, D. J., Peterson, E. D., Blaney, M., Frederick, P. D., Krumholz, H. M., & NRMI Investigators. (2006). Effect of door-to-balloon time on mortality in patients with ST-segment elevation myocardial infarction. Journal of the American College of Cardiology, 47(11), 2180-2186. https://doi.org/10.1016/j.jacc.2005.12.072

[13]. De Koning, H., Verver, J. P., van den Heuvel, J., Bisgaard, S., & Does, R. J. (2006). Lean six sigma in healthcare. Journal for Healthcare Quality, 28(2), 4-11. https://doi.org/10.1111/j.1945-1474.2006.tb00596.x

i-manager's Journal on Management (JMGT)

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Volume 14 Issue 4 March - May 2020

Customer Experience and the Mistake of its Inception in Organization

Mboungou Mouyabi Seke*

Department of Business Intelligence and Services, University of the Witwatersrand, Johannesburg, South Africa.

Seke, M. M. (2020). Customer Experience and the Mistake of its Inception in Organization. i-manager's Journal on Management, 14(4), 1-14. https://doi.org/10.26634/jmgt.14.4.17002

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The Impact of Celebrity Endorsement on Perceived Effectiveness of Healthcare Products or Services

Neelam Sadruddin Hirani* , Mohsina Hussain **

*-** Department of Pediatrics at Aga Khan University Hospital, Karachi, Pakistan.

Hirani, N. S., and Hussain, M. (2020). The Impact of Celebrity Endorsement on Perceived Effectiveness of Healthcare Products or Services. i-manager's Journal on Management, 14(4), 15-22. https://doi.org/10.26634/jmgt.14.4.16679

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An Instrument for Quality, Productivity and Safety Improvement in Indian Manufacturing Industries

Shabana Naz Siddique* , Sapan Kumar Ganguly **

*-** Department of Mechanical Engineering, Bhilai Institute of Technology, Durg, Chhattisgarh Swami Vivekanand Technical University, Chhattisgarh, India.

Siddique, S. N., and Ganguly, S. K. (2020). An Instrument for Quality, Productivity and Safety Improvement in Indian Manufacturing Industries. i-manager's Journal on Management, 14(4), 23-30. https://doi.org/10.26634/jmgt.14.4.16191

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Risk Assessment of Work-Related Musculoskeletal Disorders for the Assembly Line Operators using OCRA Method

Raj Kumar* , Parveen Kalra **

*, ** Punjab Engineering College (Deemed to be University), Chandigarh, India.

Kumar, R., and Kalra, P. (2020). Risk Assessment of Work-Related Musculoskeletal Disorders for the Assembly Line Operators using OCRA Method. i-manager's Journal on Management, 14(4), 31-40. https://doi.org/10.26634/jmgt.14.4.16677

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Reducing Delays in Heart Attack Patients with Six Sigma

Saadia Farooqui*

Aga Khan University & Hospital, Karachi, Pakistan.

Farooqui, S. (2020). Reducing Delays in Heart Attack Patients with Six Sigma. i-manager's Journal on Management, 14(4), 41-56. https://doi.org/10.26634/jmgt.14.4.15768

Abstract

References

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