Ching-Chow Yang

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Purpose – Most studies on higher education focus on students as customers, and evaluate student levels of satisfaction/dissatisfaction with their programs, while generally neglecting teacher work satisfaction. Thus, this study evaluates how employee dissatisfaction with various investment items determines the improvement priority.(More)
This paper examines the effectiveness of the implementation of enterprise resource planning (ERP) in improving service quality in the Taiwanese semiconductor industry by assessing the expectations and the perceptions of service quality from the perspectives of both upstream manufacturers and downstream customers. The study first establishes a modified(More)
It is not sufficient for a contemporary firm to satisfy its customers; to be really successful, a firm must create value for its customers. In so doing, it will also derive value from its customers. In this regard, the present study first redefines the categories of customer value by suggesting a new category of ‘creative value’. The paper then explores the(More)
Statistical process control (SPC) is a powerful technique for monitoring, managing, analyzing and improving process performance by statistical methods. Unfortunately, LCD industry cannot control key factors in the application process, and do not invest adequately in resources. Therefore, the performance matrix is adopted to locate those objective items(More)
The natural focus of concurrent engineering (CE) and design for X (DFX), as commonly used by manufacturing industry, is on product design or new service development. The present study applies the DFX technique in a CE environment to the planning and design of a new department in a university, and thus develops a comprehensive model for such an undertaking.(More)
This study establishes a stolen-vehicle tracking management information system (MIS) combining information technology (IT) equipment in a wireless local area network (WLAN), personal digital assistant (PDA), and charge couple devices (CCD) camera with vehicle license plate recognition (LPR) technology. First, the police setup CCD cameras at fixed locations(More)
Since the 1980s, several important quality management systems, or programs, such as ISO 9000, TQM, Six-Sigma program, Reengineering, and Toyota production system (or lean production), have been launched. Most of these quality imperatives have been widely adopted by industries around the world. All the firms expect good results from the implementation of(More)