Handbook of Management Scales/Customer involvement
Customer involvement (alpha > 0.7; composite reliability = 0.85; average variance extracted = 0.55)[edit | edit source]
Description[edit | edit source]
The research takes a step toward clarifying the concept of lean production and develops and validates a multi-dimensional measure of lean production. The 10 distinct dimensions of a lean system are continuous flow, customer involvement, employee involvement, JIT delivery by suppliers, pull, set up time reduction, statistical process control, supplier development, supplier feedback, and total productive/preventive maintenance.
Definition[edit | edit source]
Lean production is an integrated socio-technical system whose main objective is to eliminate waste by concurrently reducing or minimizing supplier, customer, and internal variability. This dimension of lean production is about focusing on a firm’s customers and their needs.
Items[edit | edit source]
Please indicate the extent of implementation of each of the following practices in your plant. (1) no implementation; (2) little implementation; (3) some implementation; (4) extensive implementation; (5) complete implementation.
- We frequently are in close contact with our customers.
- Our customers give us feedback on quality and delivery performance.
- Our customers are actively involved in current and future product offerings.
- Our customers are directly involved in current and future product offerings.
- Our customers frequently share current and future demand information with key marketing department.
Source[edit | edit source]
Customer involvement (alpha = 0.672)[edit | edit source]
Items[edit | edit source]
- We are frequently in close contact with customers.
- Our customers seldom visit our plant. (not used in Flynn/Flynn 1999)
- Our customers give us feedback on quality and delivery performance.
- Our customers are actively involved in the product design process.
- We strive to be highly responsive to our customers' needs.
- We regularly survey our customers' requirements.
Source[edit | edit source]
- Morita/Flynn (1997): The linkage among management systems, practices and behaviour in successful manufacturing strategy. International Journal of Operations & Production Management, Vol. 17, No. 10, pp. 967-993.
- Flynn/Flynn (1999): Information-Processing Alternatives for Coping with Manufacturing Environment Complexity. Decision Sciences, Vol. 30, No. 4, pp. 1021-1052.