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The IUP Journal of Operations Management
May'13
Focus

This issue focuses on topics covering different aspects of business operations. The first paper, “Green Supply Chain Management Initiatives by IT Companies in India”,

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Green Supply Chain Management Initiatives by IT Companies in India
Handloom Production in Tribal Clusters: A Case Study of Thenzawl in Mizoram
Integration of Kano’s Model into Quality Function Deployment: A Review
Towards Integrated Manufacturing Planning and Control: A Review and Classification
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Green Supply Chain Management Initiatives by IT Companies in India

--Vishal Gupta, Naseem Abidi, Tarun Bansal
and Reshu Kumar Jain

Green Supply Chain Management (GrSCM), which integrates environmental thinking right from conceptualization and management of production, distribution and consumption to end-of-life management of the product, has become a growing concern for Indian industries. One of the most polluting industries, the Information Technology (IT) is generating alarming magnitude of e-waste which involves social and environmental hazards. This research paper uses the case study approach to explore the green initiatives followed by the three major Indian IT companies to manage their supply chain. The study summarizes the steps taken by these companies with respect to green manufacturing, green procurement, green packaging, recycling and e-waste management, that have helped them to make their supply chains more costefficient as well as environment-friendly. These green initiatives by the companies also distinguish them from their competitors and help them to improve their brand image. The paper also identifies some of the major challenges to the effective implementation of rules by the government and desired outcome of the green initiatives.

Handloom Production in Tribal Clusters: A Case Study of Thenzawl in Mizoram

-- Rama Ramswamy and N V R Jyoti Kumar

The micro handloom enterprises in India are largely home-based enterprises but play an important role in the Indian economy. In spite of the challenges faced, the handloom sector has shown great resilience in surviving and sustaining over the decades by maintaining a 20-25% share of the total textile production and been the second largest employer in India. The northeastern states of India have the largest concentration of handlooms in the country with more than 65% of the total looms. This paper studies the various aspects of handloom production such as production processes, the number and type of looms owned, their capacity utilization and so on in the traditionally run micro handloom enterprises in the Thenzawl cluster, a remote tribal cluster predominantly run by women entrepreneurs, located in Mizoram. The paper suggests development activities to be undertaken in the cluster to enable the enterprises to sustain and grow.

Integration of Kano’s Model into Quality Function Deployment: A Review

--Nikhat Afshan and P N Sindhuja

In today’s competitive world, companies frequently introduce new products or redesign their existing products to meet the fast changing tastes and preferences of their customers. Products which fail to satisfy customers’ need disappear soon from the market. Hence, understanding customers’ requirements and incorporating them into the design characteristics of the products have become the priority for the companies. Quality Function Deployment (QFD) is one of the tools which help the companies in achieving this objective by incorporating customers’ voice in the product development process. This paper explains the usefulness of QFD in the product development process and shows how the integration of Kano’s model has made it an even more effective tool in enhancing customer satisfaction.

Towards Integrated Manufacturing Planning and Control: A Review and Classification

--Viraj Tyagi, Ajai Jain and P K Jain

In this study, various approaches of Manufacturing Planning and Control (MPC), starting from Hierarchical Production Planning (HPP) to Advanced Planning and Scheduling (APS) systems, have been reviewed critically from the integration point of view between production planning and scheduling activities, especially in make-to-order manufacturing scenario. The study aims at giving an insight into the working principles, strength and limitations of the important approaches of MPC. Certain issues that are important for an integrated MPC system, but could not get requisite attention in the recent past, have also been outlined.

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Automated Teller Machines (ATMs): The Changing Face of Banking in India

Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.

The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario

If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.

Indian Scenario

The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.

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