This study uses a hybrid scale to identify the factors contributing to internal and external service quality at employer-employee interface in the SMEs of emerging economies like India. 144 shop floor workers and executives working in different SMEs situated in northern India participated in an interview schedule to rate the quality of services being offered to (and delivered by) the employees in such units on 1-5 Likert scale. Application of factor analysis followed by Structural Equation Modelling developed a model showing how organization’s HR practices influences employee service quality which consequently leads to Satisfaction and Loyalty which are the established indicators of competitive advantage for such firms. The model is empirically validated using model fit indices and is found satisfactory. This paper thus proposes an empirical framework for the measurement of employee service quality in a relatively less explored sector. This study finds support for strengthening relationships with employees to achieve a culture of achievement in SMEs. The two scales proposed in this study can be used as benchmarks by SME practitioners for evaluation of services being offered to (and delivered by) their employees. The methodology used may be applied in more such settings for evolving a generic and tailor-made scale.

The objective of the present study is to bring out a multidimensional metric to measure service quality delivered by employees serving in Indian small & medium manufacturing enterprises. 144 executives working at top/middle level in different small-medium manufacturing units of north India responded to a questionnaire survey. The respondents were asked to assess service quality being delivered by the shop-floor workers serving their respective units on the 1-5 perception scale. Application of exploratory factor analysis resulted in an interpretable latent structure comprising of 5 determinants and 22 indicator items. Confirmatory factor analysis condensed this scale to bring out the final scale 4 determinants viz., Dependability, Agility, Professionalism and Understanding with 13 indicator statements. This scale thus emerged is tested for validity and reliability using established tools. The study provides a framework to SME managers to assess services of their workforce. It also contributes to researchers to build up more such metrics for similar situations in other sectors so that more concrete generalizations can be made.

This paper investigates the role played by service quality at supplier-manufacturer dyad in small-medium manufacturing units, and presents a model to establish that contribution of both the supplier and manufacturer towards service quality could lead to satisfaction followed by loyalty. The research design for this study includes a combination of literature survey, exploratory interviews with practitioners, and a questionnaire survey conducted through interview schedule from 120 respondents working in different small-medium manufacturing units of North India. Structural equation modeling (SEM) is used for data analysis. The paper develops dual directional scales to evaluate service quality at supplier-manufacturer dyad and tests a set of four propositions. A model showing linkages of manufacturer (manufacturing unit’s) service quality with supplier service quality leading to satisfaction and loyalty is also developed. The model is empirically tested and is found to be fit. This study would be of interest to SME managers particularly engaged in ‘purchase’ function and researchers working on inter-firm supply chains in such units. This study recommends forming strong collaborative relationships with suppliers to achieve a win-win situation.

This study investigates the role played by service quality at manufacturer-distributor junction in small-medium manufacturing units, and presents a model that proposes and validates that contribution towards service quality on behalf of both the distributor and manufacturer leading to satisfaction as well as loyalty. The research design for this study includes a combination of literature review, exploratory interviews and a questionnaire survey conducted through interview schedule from 101 respondents working in different small-medium manufacturing units (SMEs) of North India. The study uses Structural Equation Modeling (SEM) to develop dual directional scales to measure service quality at manufacturer-distributor junction besides testing a set of propositions related to service quality. A model showing linkages of manufacturing organization’s service quality with distributor service quality leading to mutual satisfaction and loyalty is developed. The model is empirically tested and is found to be fit. This study would be of interest to SME practitioners interested in improving service quality w.r.t. distributors. This study finds support for strengthening relationships with distributors to achieve a win-win situation. Future researchers may validate this scale, and empirically test the proposed model in similar settings. Insights derived from this study may be transferred to other junctions of a manufacturing supply chain such as suppliers, retailers, employees and end customers.

Six-Sigma approach is a systematic and scientific operations management methodology aimed at achieving major enhancements in production process through the elimination of waste. In this case, a casting unit manufacturing cylinder blocks has been selected which was experiencing a rejection rate as high as 30% due to formation of blowholes, other than the surface. The main objective of this paper is to identify various causes of occurrence of blow-holes and recommend corresponding remedies to counter these defects by systematic imple-mentation of DMAIC cycle. Both preventive and corrective actions have been recommended to reduce the blowholes and overall improvement is validated through two-proportion test. Results of investigation demonstrated the net significant reduction of blowholes defect from 28,111 to 9,708 parts per million, which results in the net annual savings of INR 12,56,640.