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The present research focuses on improving the awareness related to soft total quality management (TQM) practices by looking from the viewpoint of strategic human resources (HR). In addition, it is intended to reflect on the resulting soft TQM-HR outcomes and determine the mediating effect between soft TQM-HR strategies and organizational effectiveness (OE).

An exploratory research methodology with an online survey technique was adopted for the study. Three hundred and three managerial-level personnel from nine large Indian manufacturing organizations participated in the research. A theoretical model is projected and verified using correlation and mediation analysis.

The results show that commitment, reduced turnover intentions and satisfaction levels of employees mediate the relationship between resources, development and retention strategies and OE. However, the retention strategy has the strongest association with the OE of the three strategies. Also, of the three HR outcomes, satisfaction was strongly associated with OE. The analysis proved that the proposed model is an acceptable fit.

Implementing HR-related TQM strategies will likely impact OE since it elicits positive HR outcomes such as commitment, reduced turnover intention and satisfaction. Recognizing human resources as a unique strategic asset will help HR managers devise adequate resourcing, development and retention strategies instrumental in executing TQM.

The present micro study is unique in scrutinizing the influence of soft TQM-HR practices on organizational effectiveness by analysing the mediating effects of commitment, reduced turnover intention and satisfaction in Indian large-scale manufacturing organizations. The study is unique since no literature deciphers the linkages between HR strategies and organizational effectiveness in the Indian manufacturing sector.

Social media.

Under graduate/Easy.

The case study presents a discussion on how the Delhi Traffic Police has used social media, Facebook in particular, to collaborate with the commuters on Delhi road to improve its traffic management. This case study can be as an example to illustrate the use of social media by a government department, to address operational and resources limitations. The case traces the start and evolution of the Delhi Traffic Police’s journey on the social media as the department responds to the inputs from the commuters on its Facebook page.

The case study is an illustration of a non-traditional application of a new technology by a non-business organization, the challenges it faces in its adoption and the solutions it provides.

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CSS 8: Marketing

The advent of e-retailing has created multiple options for customers. Hence, most important concern is to identify the experience which entices customers for repurchase from the one particular e-retailer. This paper tries to identify the customer experience with reference to activities happening post-purchase. The purpose of this paper is to develop and validate online post-purchase customer experience (OPPCE).

The methodology of this scale development study starts with skimming of relevant literature to identify the knowledge gap and prepare a theoretical background for the study. Then scientific method is applied for scale creation. First, items of the scale been identified through interviews of online shoppers and marketing experts. Then the major dimensions were identified through exploratory factor analysis applied on the data collected from active shoppers, who transacted online in last six months, with the help of a structured questionnaire survey. These data are analyzed through structural equation modeling to validate the scale.

The study yields that the scale for measuring OPPCE is multi-dimensional. It has six dimensions, i.e. delivery, product-in-hand, return and exchange, customer support, benefits and feel-good factors. The proper focus on the items of these dimensions can help e-retailers improve customer experience and increase repeat purchase.

Post-purchase activities have a significant impact on customer and their repeat purchase intensions. But it has not received its due attention particularly in the online context. Hence, this paper fills this knowledge gap and gives e-retailers a tool to enhance their customers’ experience.

Hybrid nanofluids are of significant engrossment for their considerable heat transport rate. The steady flow of an incompressible viscous electrically conducted hybrid nanofluid is considered over a rotating disk under a magnetic field. Titanium oxide (TiO₂) and ferrous (CoFe₂O₄) nanoparticles are used with their physical properties and water is considered as host liquid. The purpose of this paper is to analyze how hydrothermal integrity varies for hybrid nanosuspension over a spinning disk in the presence of magnetic orientation.

Governing equations with boundary conditions are transformed by similarity transformations and then solved numerically with RK-4 method. A comparison of linear and nonlinear thermal radiation for the above-mentioned parameters is taken and the efficiency of nonlinear radiation is established, the same over nanofluid and hybrid nanofluid is also discussed. Heat lines are observed and discussed for various parameters like magnetic field, concentration, suction and injection parameter, radiation effect and Prandtl number.

Suction and increasing nanoparticle concentration foster the radial and cross-radial velocities, whereas magnetization and injection confirm the reverse trend. The rate of increment of radial friction is quite higher for the usual nanosuspension. The calculated data demonstrate that the rate for hybrid nanofluid is 8.97 percent, whereas for nanofluid it is 15.06 percent. Double-particle suspension amplifies the thermal efficiency than that of a single particle. Magnetic and radiation parameters aid the heat transfer, but nanoparticle concentration and suction explore the opposite syndrome. The magnetic parameter increases the heat transport at 36.58 and 42.71 percent for nonlinear radiation and hybrid nanosuspension, respectively.

Nonlinear radiation gives a higher heat transport rate and for the radiation parameter it is almost double. This result is very significant for comparison between linear and nonlinear radiation. Heat lines may be observed by taking different nanoparticle materials to get some diverse result. Hydrothermal study of such hybrid liquid is noteworthy because outcomes of this study will aid nanoscience and nanotechnology in an efficient way.

The purpose of this paper is to analyze risk profiles of projects based on project characteristics and provide key managerial insights.

A total of 37 project cases from engineering and construction (E&C), information system/technology (IS/IT), and new product development (NPD) sectors with detailed information on project characteristics and risks were identified from published literature. An integrated framework was developed to analyze the prominent risk categories associated with novelty, technology, complexity, and pace (NTCP) project characteristics.

Within-sector analysis revealed that schedule, resource, and scope risks are the most prominent risk categories in E&C, IS/IT, and NPD projects, respectively. Similarly, interesting key insights have been drawn from detailed cross-sector analysis, depicting different risk categories based on NTCP project characteristics.

The findings are based on the case studies adopted from the literature that provides details of project characteristics and risk profiles.

Depending upon the risks associated with different project characteristics, an integrated framework developed in the study can be used for the development of highly authentic risk management plans at the onset.

This is one of the earliest studies to provide an integrated risk framework for projects based on their NTCP characteristics. The two contrasting perspectives of within-sector and cross-sector analyses were adopted. Overall, the study will enhance the future preparedness toward risks.

The purpose of this paper is to discuss the 3D micropolar hybrid (Ag-CuO/H₂O) nanofluid past rapid moving surface, where porous medium has been considered.

The model of problem was represented by highly partial differential equations which were deduced by using suitable approximations (boundary layer). Then, the governing model was converted into five combined ordinary differential equations applying proper similarity transformations. Therefore, the eminent iterative Runge–Kutta–Fehlberg method (RKF45) has been applied to solve the resulting equations.

Higher values of vortex viscosity, spin gradient viscosity and micro-inertia density parameters are reduced in horizontal direction, whereas opposite behaviour is noticed for vertical direction.

The work has not been done in the area of hybrid micropolar nanofluid. Hence, this article culminates to probe how to improve the thermal conduction and fluid flow in 3D boundary layer flow of micropolar mixture of nanoparticles driven by rapidly moving plate with convective boundary condition.

As satisfaction is one of the most important conditions for loyalty, this study aims to investigate the main factors affecting online satisfaction for buying clothes from the internet. In this research, the authors followed two main objectives: (1) to identify factors influencing online satisfaction and (2) to determine the importance of the main determinants that explain online satisfaction in the retailing clothing sector.

The research combines qualitative and quantitative research methods. The authors used the focus group technique and a survey based on a questionnaire. For the first exploratory phase of the research, we conducted four focus groups with 21 women, 18–39 years old, who have at least two years experiences as online buyers and who made at least two acquisitions for clothing products in the past six months, from the same website. The purpose of this qualitative method was to understand the young women's perception about online satisfaction and to collect items to be included in the questionnaire. For the second quantitative phase of this study, the sample consisted of 241 participants. To analyse the data, two different types of inferential analysis were used: factor analysis (for identifying the factors that compose online customer satisfaction) and analysis of regression (to determine the most important factors that determine and predict online buyers' satisfaction).

The main results indicate that the significant factors determining a satisfactory experience in an e-retailing market are: good deal (savings), product expectations, customer service and website reputation.

The study is more relevant in the current pandemic context, when the consumer’s behaviour has changed and online shopping has substantially increased. The research can be used by companies that sell clothing on the internet and are interested in increasing their financial results and also their customers' satisfaction.

The purpose of this paper is to study and develop supply chain structure of traditional Indian agri-fresh food supply chain (AFSC). This paper proposes a mathematical model to design a traditional Indian AFSC to minimize total distribution cost and post-harvest losses in the chain.

This paper formulates two mathematical models to structure and represent the flow of products in the existing chain. First, a three-echelon, multi-period, multi-product, mixed-integer linear programming (MILP) model is formulated to minimize the total distribution cost incurred in the chain. Further, the developed formulation is extended by considering the perishability of products in the second model.

A real case study problem of Mandsaur district (India) is solved in LINGO 17.0 package to check the validity of the formulated models. The perishable (second) model of AFSC reports better results in terms of costs and post-harvest losses minimization. The results revealed that 92% of the total distribution cost incurred in the transportation of products from farmers to the hubs.

This paper includes implications for redesigning an existing supply chain network by incorporating an appropriate transportation strategy from farmers to hubs to minimize transportation inefficiency and enhance the profitability of farmers.

The formulated AFSC model would help managers and policymakers to identify optimal locations for hubs where required infrastructure would be developed.

According to the author's best knowledge, this paper is the first to design traditional Indian AFSC by considering the perishability of products.

The purpose of this work is to gain insights about Lean Six Sigma (LSS) in the Indian context by reviewing the related literature for one decade based on various perspectives, such as author profile, year of publication, type of firm, type of methodology used, type of industry for which the research work is carried out and the key findings from the research.

This study reviews the research related to LSS from the articles published in the reputed journals. The literature used for reviewing is derived from the sources, including Science direct, Google scholar, IEEE, Taylor and Francis Group, Emerald Insight, Springer, Inderscience and Elsevier during the period between 2010 and 2021. Totally, the authors have included 141 LSS-related research articles that are published in the Indian context. The keywords used are Lean Six Sigma, Lean Six Sigma in the Indian context, Lean Sigma and LSS to identify and consolidate the research papers published during this timeframe.

The research papers collected from various reputed journals, including Scopus and non- Scopus enlisted, are classified and grouped under various categories to identify the class of author who publishes more in this field, research trend over the years, the type of firm which implements LSS, the research methodology which is commonly used in LSS and related research and also the key takeaway from these articles are highlighted. Further, the authors have also identified the major contributions of researchers in various sectors during this period in India.

This classification framework and the systematic review help in identifying the research gap and in giving directions for future researchers. It will be useful for researchers and practitioners working on the area of LSS, rural and urban entrepreneurs, start-up managers, professionals working in micro, small and medium enterprises (MSMEs) and executives of the Make in India Project to make India as Aatmanirbhar Bharat Abhiyan. Further, the clear direction of progress over the current decade in manufacturing industries, service sectors and processing industries can help the professionals working in these sectors.

Health care organisations implement lean six sigma (LSS) methodology to achieve improved performance in terms of cost, quality and productivity. However, the way it gets implemented differs between organisations. Hence, this paper deal with a review of case studies describing the implementation of LSS in health care organisations to understand the nuances of implementation and identify future research directions.

The journal articles indexed in the Web of Science and Scopus database were filtered out. In total, 154 articles were evaluated using specific structural dimensions to categorise the literature into various groups, and content analysis was performed to synthesise the same.

This review revealed that the number of articles publishing the application of LSS in health care has been increasing in the last five years. Academic hospitals play a pivotal role to bridge the gap between LSS theory and practice. Despite this fact, certain themes remain unexplored. Not many studies are available that document the application of LSS in non-clinical areas such as pharmacy, internal logistics, maintenance and medical records. Only 20% of articles mentioned the post-intervention data up to three years, thus questioning the sustainability aspect of the achieved improvements.

Various research gaps were identified, which can be used by the researchers to build the body of knowledge in the domain of LSS in health care.

This review provides a diversified view regarding the utility of LSS in the health care scenario. The findings will provide valuable insights for the health care practitioners regarding tools, techniques, drivers and performance measures.

To the best of the authors’ knowledge, this is the first study to review only the case studies that describe the implementation of LSS in the health care sector.