IJCRMM Editorial Board Editor-in-Chief:
Riyad Eid, United Arab Emirates U., UAE
Associate Editors:
Ahmed El-Masry, Plymouth U., UK Ahmed Hassanien, Napier U., UK Salaheldin Ismail, Helwan U., Egypt Roger Mason, Durban U. of Technology, South Africa Myfanwy Trueman, Bradford U., UK
International Editorial Review Board: Omnia Abdel-Salam, Aston U., UK Abdel Moneim Ahmed, Abu Dhabi U., United Arab Emirates Shaukat Ali, Wolverhampton U., UK Mohammed Ebraheem Al-Madhoun, Islamic U. of Gaza, Palestine Faisal Almehmadi, Umm Al-Qura U., Saudi Arabia Mohammed Alomiri, Umm Al-Qura U., Saudi Arabia Paschal Anosike, U. of Wolverhampton, UK George J. Avlonitis, Athens U. of Economics and Business, Greece Jamie Burton, Manchester Business School - The U. of Manchester, UK Ricardo Colomo-Palacios, U. Carlos III de Madrid, Spain A. El-Galfy, Gulf U., Kuwait Hisham Farag, U. of Birmingham, UK Pennie Frow, The U. of Sydney, Australia Christina Goulding, Wolverhampton U., UK Jim Hamill, U. of Strathclyde, UK Svend Hollensen, U. of Southern Denmark, Denmark
Jeffrey Hsu, Fairleigh Dickinson U., USA Khaled Hussainey, U. of Stirling,UK Despina Karayanni, U. of Patras, Greece A. Khade, California State U. - Stanislaus, USA In Lee, Western Illinois U., USA Neeru Malhotra, Aston U., UK Nur Naha Abu Mansor, U. Technology of Malaysia, Malaysia Miguel Martins, U. of Wolverhampton, UK Luiz Moutinho, U. of Glasgow, UK M. Mustafa, Auburn U., USA B. Patel, Myers U., USA Adrian Payne, The U. of New South Wales, Australia Hamza M. Saad, U. of Sharjah, UAE Mohammed Saleh, Tanta U., Egypt Hamed M. Shamma, The American U. in Cairo, Egypt Richard Staelin, Duke U., USA Chanan S. Syan, U. of the West Indies, Trinidad Rana Tassabehji, Bradford U., UK Paul Trott, U. of Portsmouth, UK
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CALL FOR ARTICLES International Journal of Customer Relationship Marketing and Management An official publication of the Information Resources Management Association The Editor-in-Chief of the International Journal of Customer Relationship Marketing and Management (IJCRMM) would like to invite you to consider submitting a manuscript for inclusion in this scholarly journal.
M ission:
The mission of the International Journal of Customer Relationship Marketing and Management (IJCRMM) is to provide broad international coverage of subjects relating to all areas of customer relationship marketing and E-CRM as well as selected articles in other areas of consumer behavior. Emphasis is placed on the publication of articles which seek to link theory with application or critically analyze real-life situations with the objective of identifying good practice in the implementation of CRM approach and its effect on customer behavior.
Topics of Interest: • • • • • • • • • • • • • • • • •
B2B marketing B2C marketing C2C marketing CRM and customer trust CRM and customization CRM and personalization CRM capabilities CRM components CRM implementation models CRM in financial services CRM in health care services CRM in hospitality, tourism, leisure, and events management CRM software CRM strategies Customer behavior Customer relationship management Customer loyalty
• • • •
Customer retention Customer satisfaction Database marketing Enterprise resource planning (ERP) ISSN 1947-9247 Measuring CRM eISSN 1947-9255 performance Published quarterly Mobile CRM Online customer relationship marketing Online community management Online consumer behavior Performance measurement Relationship marketing Sales force automation Supply chain management (SCM) Total customer relationship management (TCRM) Web CRM
IGI GLOBAL PROOF • • • • • • • • • • •
All submissions should be e-mailed to: Riyad Eid, Editor-in-Chief
[email protected] or
[email protected]
Ideas for Special Theme Issues may be submitted to the Editor-in-Chief.
Please recommend this publication to your librarian. For a convenient easy-to-use library recommendation form, please visit: http://www.igi-global.com/ijcrmm
International Journal of Customer Relationship Marketing and Management January-March 2013, Vol. 4, No. 1
Table of Contents
Special Issue on Advances in Customer Relationships and Management in Manufacturing Systems from the International Conference on CAD/CCAM, Roboticsa Factories of the Future (Kuala Lupur, Malaysia, July 26-28, 2011)
Guest Editorial Preface
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Chanan S. Syan, Department of Mechanical and Manufacturing Engineering, The University of the West Indies, St. Augustine, Trinidad M. Khurshid Khan, School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK
Research Articles
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Investigation of the Philosophy Practised in Green and Lean Manufacturing Management Adam Shariff Adli Aminuddin, Department of Decision Science, Universiti Utara Malaysia, Sintok, Malaysia Mohd Kamal Mohd Nawawi, Department of Decision Science, Universiti Utara Malaysia, Sintok, Malaysia
13 Overall Equipment Effectiveness Improvement through Total Productive Maintenance in Assembly Cell Napsiah Ismail, Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia B. T. Hang Tuah Baharudin, Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia Yusaini Musa, Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia Zulkiflle Leman, Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia
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28 A Novel Heuristic Rule for Job Shop Scheduling Shahid Maqsood, School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK, & Department of Industrial Engineering, NWFP University of Engineering and Technology, Peshawar, Pakistan M. Khurshid Khan, School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK Alastair Wood, School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK I. Hussain, II. Department of Industrial Engineering, KPK University of Engineering and Technology, Peshawar, Pakistan 41 An Investigation into Critical Success Factors of Knowledge Management Implementation in TQM Organizations in Malaysia Pei Pei Hing, Tunku Abdul Rahman College, Kuala Lumpur, Malaysia Mum Wai Yip, Tunku Abdul Rahman College, Jalan Genting Kelang, Setapak, Kuala Lumpur, Malaysia Dominic Lau, Applied Research Centre, University College Sedaya International, Jalan Menara Gading, Taman Connaught, Kuala Lumpur, Malaysia 53
Innovative Strategic Planning for the Design of a High Volume Production Line using Quality Function Deployment and a Batch: Flow Production Analysis Roberto Yumbla, Flexitallic Ltd., Cleckheaton, Kirklees, UK Stuart Lumley, Flexitallic Ltd., Cleckheaton, Kirklees, UK M. Khurshid Khan, School of Engineering, Design & Technology, University of Bradford, Bradford, West Yorkshire, UK
69
Activity Based Cost Estimation System for Product Lifecycle Using Object Oriented Programming Siva Prasad Darla, School of Mechanical and Building Sciences, VIT University, Vellore, Tamil Nadu, India S Narayanan, School of Mechanical and Building Sciences, VIT University, Vellore, Tamil Nadu, India
Copyright
The International Journal of Customer Relationship Marketing and Management (ISSN: 1947-9247; eISSN: 1947-9255). Copyright © 2013 IGI Global. All rights, including translation into other languages reserved by the publisher. No part of this journal may be reproduced or used in any form or by any means without written permission from the publisher, except for noncommercial, educational use including classroom teaching purposes. Product or company names used in this journal are for identification purposes only. Inclusion of the names of the products or companies does not indicate a claim of ownership by IGI Global of the trademark or registered trademark. The views expressed in this journal are those of the authors but not necessarily of IGI Global.
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Guest Editorial Preface
Special Issue on Advances in Customer Relationships and Management in Manufacturing Systems from the International Conference on CAD/CCAM, Roboticsa Factories of the Future (Kuala Lupur, Malaysia, 26-28,PROOF 2011) IGI July GLOBAL
Chanan S. Syan, Department of Mechanical and Manufacturing Engineering, The University of the West Indies, St. Augustine, Trinidad M. Khurshid Khan, School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK
Meeting the future needs for improving the quality of life of an exponentially growing world population are important challenges for all manufacturing industries. Furthermore, the increased sophistication of the customers, demand for customised products and services, quality levels and speed of delivery as well as fierce competition from global sources require excellence from product conceptualisation, design and development through to product use and obsolescence. Thus manufacturing engineering plays a crucial role in the current and future demands of society, in that it impacts
us in all conceivable ways through integrating technologies, strategies and resources to create new products, and to enhance productivity, competitiveness and thereby improve the quality and standard of life. One way of achieving these aims is to unite, on a common platform, policy makers, researchers from academia, engineers and users of CAD/CAM, Robotics, Automation, and Advanced Manufacturing Technologies to create factories of the future. The International Conference on CAD/ CAM, Robotics and Factories of the Future (CARs&FOF), has been organised annually for
ii over two and half decades by The International Society for Productivity Enhancement (ISPE) with the goal to accelerate and augment the international exchange of ideas and scientific knowledge in the field of manufacturing. The 26th CARs&FOF 2011 Conference was jointly organised in July 2011 by ISPE, The University of Bradford (UK), and INTI International University (Malaysia), with the host being INTI in Kuala Lumpur, Malaysia. The call for papers stimulated a vigorous response (more than 140 abstracts were received) from which over 110 high-quality submissions were reviewed and accepted. We are also happy to report that papers from over 30 countries were received and over 80 delegates attended the Conference, reflecting the global aspects of manufacturing. From the 110 papers accepted for the conference proceedings, the review panel selected 12 relevant papers, to be extended by the authors,
for submission to this special issue of IJCRMM. These papers then followed the rigorous reviewing process of IJCRMM, and nine papers were finally accepted. This special issue includes nine contributions from the event that cover relevant themes of IJCRMM, and represent researchers/ universities from over five different countries, with three papers having collaboration across two countries. On behalf of the Organising Committee for CARs&FOF 2011, the authors of the selected papers, and the reviewers, we would like to sincerely thank IJCRMM for its support of the Conference through the publication of this special issue. Chanan S. Syan M. Khurshid Khan Guest Editors IJCRMM
IGI GLOBAL PROOF Chanan S. Syan graduated from the University of Bradford, UK in 1983 with a BEng (Hons) in Mechanical Engineering. In 1988 he obtained a doctorate from the University of Hull, UK in Artificial Intelligence in Design for manufacture. He has over 12 years of industrial experience and over 25 years in academia at all levels. Presently, he is head of Production Engineering and Management Office (Postgraduate office), Leader of Graduate programmes and Professor at the University of the West Indies. His research specialisations include Brain Computer Interface (BCI), Manufacturing, Design and Manufacture and Asset Management. He is heading the BCI and Robotics and Automation research Groups. M. Khurshid Khan received his BEng, PhD and MBA degrees from the University of Bradford in 1983, 1987 and 1997, respectively. His PhD area of research was experimental and theoretical (CFD) study of air turbulence. During 1987 to 1990, he worked for Pepsi-Cola International as a Technical Services Manager in the Middle East, Far East and Africa Regions. In 1990, he joined the School of Engineering, University of Bradford, where he is currently the designate Associate Dean (Learning & Teaching) and a Senior Lecturer in Manufacturing Systems. His research interests are in the area of Artificial Intelligence (AI)/Knowledge-Based Systems and their applications to Manufacturing & Quality Systems, Strategy, Planning, Control, Scheduling, and Supply Chain Management. He has published over 100 journal/conference papers, and has supervised over 14 PhD/6 MPhil in these areas. He has also had research collaboration with local, national and international manufacturing organisations.
IGI GLOBAL PROOF
International Journal of Customer Relationship Marketing and Management, 4(1), 1-12, January-March 2013 1
Investigation of the Philosophy Practised in Green and Lean Manufacturing Management Adam Shariff Adli Aminuddin, Department of Decision Science, Universiti Utara Malaysia, Sintok, Malaysia Mohd Kamal Mohd Nawawi, Department of Decision Science, Universiti Utara Malaysia, Sintok, Malaysia
ABSTRACT Green manufacturing management has attracted research attention in the recent past. In this paper, an attempt is made to review the status of literature and philosophy practised in Green manufacturing management. A number of articles and refereed journals are reviewed and classified into the types of the industry, with the focus on automotive industry. Knowledge, understanding and culture of green manufacturing philosophy within this focused industry community are captured, in order to develop the theoretical framework and design for Green manufacturing management.
IGI GLOBAL PROOF
Keywords:
Automotive Industry, Green Manufacturing Management, Knowledge, Lean Manufacturing Management, Sustainable Manufacturing
1. INTRODUCTION Manufactured products are the key elements of human expenditure, whether as finished or semi-finished. Manufacturing processes are one the key stages in the life-cycle of products, which begins with natural resource extraction and ends with final disposal. Basic industries sub-sector such as iron and steel, cement, chemicals and chemical products, pulp and paper, aluminium, and textile and leather supply the semi-finished, or intermediate goods, used to build end-products used in daily life. However,
DOI: 10.4018/jcrmm.2013010101
today’s manufacturing is inflicted with the environment health issue which has become a topic of concern today (United Nation [UN], 2011). Since 40 years ago, several highly visible environmental disasters have demonstrated the importance of having a comprehensive environmental strategy in place (Walton, Handfield, & Melnyk, 2008). Thus, there is a need for this sector to become more environmental friendly or eco-friendly which can be simply pronounced as ‘green’. UN (2011) highlighted 3 major challenges for manufacturing sector today to become ‘greener’. The first one is the natural resource scarcity which comprise of land, metal, water and fossil fuels resources. Next, is the industrial cost to air, water, noise
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