Critical Success Factors for Implementing Quality Engineering Tools and Techniques in Malaysian's and Indonesian's Automotive Industries: An Exploratory Study

Proceedings of the International MultiConference of Engineers and Computer Scientists 2009 Vol II


IMECS 2009, March 18 - 20, 2009, Hong Kong

Critical Success Factors for Implementing
Quality Engineering Tools and Techniques in
Malaysian’s and Indonesian’s Automotive
Industries: An Exploratory Study
Putri, Nilda Tri and Yusof, S.M.

methods, management and costing approaches, statistical
Abstract— Organizations regardless of their size are facing
problem-solving tools, training and motivational methods,
increasing competition from global markets. Quality computer information systems, and all the sciences behind
engineering (QE) tools and techniques are a cornerstone of
them that are needed for designing, producing and delivering
continuous improvement. They have both specialist and products and services to satisfy customer needs.
universal applications. If they are not used in a systematic
The American Society for Quality Control (ASQC)’s
manner, quality improvements are likely to be random and
definition of the QE body of knowledge includes the
spontaneous rather than comprehensive. The need for an
following major elements i.e.: fundamental concepts of
improved understanding of the critical factors for effective and
successful QE implementation is becoming more important.
probability, statistical quality control (QC) and design of
However it is the variety and by their nature complexity, that
experiment; quality planning and management, and product
often can create difficulties in their selection, application and
liability; metrology, inspection and testing; quality cost
effective use. This paper is exploratory paper which explores
analysis; quality auditing; reliability, maintainability and
automotive industries expert’s opinion in Malaysia and product safety; quality information systems; and motivation
Indonesia to investigate the difficulties associated with the use
and human factors [3].
of QE tools and techniques, critical factors for effective QE
A large number of statistical tools and method are
practices and specific issues related to QE implementation. For
applied in manufacturing and service firms. Quantifying and
the purpose, the Delphic Hierarchy Process (DHP) approach
improving quality requires the use of specific methods or
was employed as the methodology to evaluate the critical
success factors for effective and successful implementation of
tools [4]. Tools are not to solve the existing or would be
QE tools and techniques in Malaysian’s and Indonesian’s
problems, but as means of identifying the problems or
automotive industries. As a result from exploratory study, a
strengths in specific terms through systematic manners and
conceptual model using DHP approach is established. The DHP
the users must understand the applicability of a particular tool
approach is a combination of the Delphi method and the
before being applied [5]. A technique on the other hand, has a
analytical hierarchy process (AHP). The DHP can benefit from
wider application than a tool and is understood as a set of
both a strong and widely used Delphi method and a powerful
tools. This often results in a need for more thought, skill, and
mathematical model, the AHP.
training to use techniques effectively. Techniques can be
Keywords – Quality engineering, critical success factors, DHP,
thought of as a collection of tools which are necessary for the
Automotive industry, Malaysia and Indonesia
effective use of the technique [6]. For example, statistical

process control (SPC) employs a variety of tools such as
I. I
charts, graph, and histogram. Some of techniques are: SPC,
NTRODUCTION
benchmarking, Quality Function Deployment (QFD), Failure

Mode and Effect Analysis (FMEA), Design of Experiments
Montgomery [1] defined QE as the set of operational,
(DoE), etc. Some of QE techniques are suitably applied at the
managerial and engineering activities that company uses to
design stage such as QFD, DoE, etc and the other are suitably
ensure that the quality characteristics of a product are at
applied at the production stage such as, SPC.
nominal or required levels. Krishnamoorthi [2] also defined
The aim of this paper is to explore automotive industries
the term QE as the discipline that includes the technical
expert’s opinion in Malaysia and Indonesia to investigate the
difficulties associated with the use of QE tools and

Manuscript received November 10, 2008. This work was supported in
techniques, critical factors for effective QE practices and
part by the Ministry of Science, Technology and Innovation (MOSTI) under
specific issues related to QE implementation with a new
Grant E – Science Research Grant VOT 79120 (03-01-06-SF0381.
methodology for this research area, the Delphic Hierarchy
Putri. Nilda Tri. Author is lecturer in the Department of Industrial
Process (DHP). Combining the Delphi technique with the
Engineering, Faculty of Engineering, Andalas University, Padang, West
Sumatra, Indonesia. She is now PhD student at Department of Manufacturing
AHP was first proposed by Khorramshahgol and Moustakis
and Industrial Engineering, Faculty of Mechanical Engineering, Universiti
[7] and named the DHP. The following section discusses the
Teknologi Malaysia (UTM), Skudai, Johor Bahru, Malaysia (e-mail:
success factors implementing QE, detailed procedures of the
nilda_tp@ yahoo.com).
DHP followed by the Delphi technique and result from the
Yusof. Sha’ri Mohd. Author is a Professor at Department of
first round of the Delphi method.
Manufacturing and Industrial Engineering, Faculty of Mechanical
Engineering, Universiti Teknologi Malaysia (UTM), Skudai, Johor Bahru,

Malaysia (e-mail: shari@fkm.utm.my).
ISBN: 978-988-17012-7-5
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Proceedings of the International MultiConference of Engineers and Computer Scientists 2009 Vol II


IMECS 2009, March 18 - 20, 2009, Hong Kong

II. SUCCESS FACTORS FOR IMPLEMENTING QE
developed based on the decision maker’s judgments

throughout a system. The complex problem can be
The recent study by Putri and Yusof [8] summarized that
represented as a hierarchy. A hierarchy is an effective
studies on quality practices found in the literature in Malaysia
approach to tackle unstructured problems because it is
and Indonesia had focused on total quality management
efficient in organizing the structure for a system as well as
(TQM) and implementation of ISO 9000, technological controlling and passing information down the system [10].
learning, and the research conducted in manufacturing
organizations in general. The review shows that there are
Table 1 Summary of major criteria and sub factors/sub
criteria affecting effectiveness of QE implementation [11].
limited studies on QE conducted in Malaysia and Indonesia

and mainly focused in manufacturing organizations leaving
Major
Sub-factors (sub-criteria)
much room for further studies to be made in the automotive
factors
industries.
(criteria)
The main motivating factor for conducting this study was
Management
Strategic quality planning/quality policy; the role
to find out the differences between Malaysian and Indonesian
responsibility
of divisional top management; top management
automotive industries on QE tools and techniques practices.
commitment/support; internal stakeholders’
This study will be complementing the research conducted by
involvement (middle management involvement)
Resource
Technology-and production related resources;
Zakuan and Yusof [9]. Thus, to survive in a competitive
management
financial-related resources; information and
market place, quality practices implementation is one of the
communication-related resources
key issues that can help align organization’s to stay
People
Employee involvement/empowerment; education
competitive. Besides that, based on current situation,
management
and training; teamwork and cooperation; work
comparative study among ASEAN, especially Indonesia, is
environment culture
gives a good opportunity that could provide an overall
Quality in
Process management/operating procedures; role
perspective and understanding of the commonalities and
design and
of quality department; product design; process
process
analysis and improvement; applied quality tools
differences of critical success factors (CSFs) for effective QE
and techniques
tools and techniques practices in Malaysia and Indonesia
Measurement
Quality measurement, feedback and
context to gain insights in the status of these practices.
, analysis and
benchmarking; continuous improvement;
It is strongly believed that the findings of this study will be
feedback
performance measurement: external and internal;
suitable, effective and help local car manufacturers and
quality data and reporting; communication to
suppliers in their effort to become more effective and
improve quality; recognition and rewards; quality
systems
competitive. Else, research on quality management practices
Supplier
Supplier quality management/supplier chain
in the ASEAN region will add to the total knowledge of
management
management; contact with supplier and
quality management and could help to develop a unique
professional associates
model for quality management.
Customer
Customer involvement/satisfaction/orientation;
For the purpose of this research and within the QE context,
focus
customer driven processes
CSFs for QE implementation will be defined as “factors

needed to ensure an effectiveness of QE implementation.” As
All critical success factors (CSFs) for effective
can be seen, the CSFs for QE implementation are very similar
implementation of QE tools and techniques are based on
to the CSFs for total quality management (TQM) extensive literature review as shown in Table 1. Putri and
implementation due to its close relationship with TQM Yusof [12] have proposed the hierarchy structure of the CSFs
program. Within the area of TQM a wide range of tools are
for effective and successful QE tools and techniques
used, the development of organizational tools and concepts
implementation which in this paper it will be validate through
Delphic technique. The Delphic hierarchy process is
and the application of quality tools throughout an described in details next.
organization (i.e. also in other areas than production and

design). The proposed critical factors for effective
implementation of quality engineering for Malaysia’s and
III. THE DELPHIC HIERARCHY PROCESS
Indonesia’s automotive industries are summarized in Table 1.
There are seven major factors are identified and named as

criteria. For each criterion a set of specific sub-factors are
The DHP is a combination of the Delphi technique and the
identified. This comprehensive set of criteria and sub-factors
AHP. The DHP can benefit from both a strong and widely
is used in the Delphi hierarchy process technique described in
used Delphi technique and a powerful mathematical model,
the next section. The work reported in this paper focuses on
the AHP [13]. Five steps for the DHP suggested by
understanding the factors that are motivating and influencing
Khorramshahgol and Moustakis [7] are: 1) form a monitoring
effectiveness of QE implementation, and hence a research
team to conduct the Delphi inquiry; 2) select the Delphi
tool Delphic hierarchy process that combined Delphi expert group; 3) perform a Delphi inquiry to obtain
approach and analytic hierarchy process approach. The participants’ ideas about objectives or, in this study, the
Delphi approach – capable of eliciting expert information is
critical factors for effective QE implementation, and to form
used. Delphi is a technique used for gathering and developing
a hierarchical structure of criteria; 4) conduct another Delphi
opinion from a panel of experts. Additionally by using the
inquiry to obtain a pair wise comparison matrix for the
AHP, it is believed to be an efficient way to deal with
criteria; and 5) calculate eigen values of the matrix using a
complex systems, and priorities for alternatives can be software package to calculate priority vectors [13].
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Proceedings of the International MultiConference of Engineers and Computer Scientists 2009 Vol II


IMECS 2009, March 18 - 20, 2009, Hong Kong

In collecting empirical information and data for this study,
A Delphi study is a systematic, iterative process to elicit
the authors will consult relevant experts in the field of quality
a consensus view from a panel of experts. The approach is
engineering implementation and automotive industry. In the
often used as a qualitative forecasting technique but is also
experts consultant step, the Delphi method will be used to
used to investigate and understand the factors that influence
obtain the experts judgments in terms of critical success
or may influence decision making on a specific issue, topic or
factors (CSFs) model for QE implementation and insights on
problem area [16]. A single opinion may be incorrect,
current status of QE tools and techniques awareness and
misinformed or tend to a narrow view. In this study, we used
adoption amongst automotive industries in Malaysia and
Delphi technique to validate the identified critical factors for
effective implementation of QE that obtained through
Indonesia context relating to implementing QE tools and
extensive literature review and to obtain a pair-wise
techniques.
comparison matrix for the criteria.

The Delphi technique begins with open-ended
questionnaire that is given to a panel of selected experts to
IV. OVERVIEW OF DELPHI METHOD
solicit specific information about a subject or content area. In

subsequent rounds of the procedure, participants rate the
The Delphi technique was developed originally in the
relative importance of individual items and also make
early 1950s by Olaf Helmar of the Institute for the Future and
changes to the phrasing or substance of the items ([21]; [22]).
Norman Dalkey of the Rand Corporation to estimate the
It can be summarized that the first round of the
likelihood of the effects of an atomic bombing ([14]; [15]).
procedure in the Delphi method will allow the individual
The Delphi method, despite being a frequently used research
experts relatively free scope to identify and elaborate on
technique in fields like medicine or sociology, has not been
those issues they see as important. These individual factors
used very often in the area of knowledge of automotive
were then consolidated into a single set. After each of these
industries, in general, and in the field of QE studies, in
rounds, responses were analyzed and summarized, which
particular (for our knowledge this is the first time that this
were then presented to the panelists for further consideration.
methodology is used in this field).
Hence, from the second round onwards, panelists were given
The Delphi technique is a method for eliciting and the opportunity to alter prior estimates on the basis of the
refining judgments from a panel of experts. Consequently, as
provided feedback. This procedure continued until consensus
MacCarthy and Atthirawong [16] point out, it is a systematic
in the panelist responses was achieved.
process, which attempts to obtain group consensus resulting
The survey was sent out to participants as a word
in much more open and in-depth research, since each member
attachment via electronic mail. Respondents were asked to
of the group contributes new aspects of the problems to be
return the survey by e-mail, fax, or postal-mail. There is no
researched during the post-research phase. This method is
clear-cut answer as to how many rounds should be
carried out by the successive submission of questionnaires,
undertaken, but through a series of rounds (typically three)
referred to as rounds. Novakowski and Wellar [17] defined
the process is designated to yield consensus ([21]; [23]; and
round as each of the iterative mail-outs (either by [24]). Although the process of response and reiteration can be
conventional mail or by e-mail) of the survey. Between each
repeated as many times as required, Delphi practice has
round a summary of the results from previous round is
revealed that the rate of response convergence is highest
communicated to the panel members, and each panel member
between rounds 1 and 2 [14].
is given at least one opportunity to re-evaluate his or her
original answer based upon the examination of the group

response [14]. Rounds continue until stable responses A. Selection of Expert Panel (Participants)
between rounds are achieved.

The Delphi technique may be characterized as a method
The success of a Delphi study is largely dependent on the
for structuring a group communication process so that the
quality of the participants (panel of experts) [25]. The
process is effective in allowing a group of individuals, as a
nomination of people, who would be appropriate “experts”
whole, to deal with a complex problem. The main criterion
for this study, was based on the following general criteria:
for using the Delphi technique is the indispensability of

judgmental information, which may arise in cases where no
For Academician:
historical data exist or when such data are inappropriate [14].
1. Participants must have a minimum five years experience
Since then Delphi techniques usefulness has been
in conducting research or as a consultant in automotive
demonstrated in a range of areas outside of defense
industries.
applications including location decisions in international 2. Research interest in areas of QE, TQM, and statistical
operations [16]; developing a decision making framework for
quality control tools and techniques.
the total ownership cost management of complex systems in

the aerospace industry [18]; investigating the adoption of
For Industrial experts:
e-commerce technologies and their impact on business 1. Currently working as General manager/chief executive
processes [19]; using the Delphi technique in an urban,
director, QE/Quality Assurance (QA)/Quality Control
regional, and ecosystem-based planning context [17];
(QC) manager in automotive industries (automotive
developing a performance criteria model for school food
manufacturers or suppliers/vendors).
service [13]; and developing and validating a model that
2. Minimum five years working experience in automotive
integrates the principles and concepts of TQM with a
industries.
project-management approach for capital projects in the
The panel nominees were asked to express their expert
private sector of industrial construction industry [20].
opinions and judgments on the current status of QE tools and
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techniques implementation in their company and to identify
system department Astra Daihatsu
the critical factors influencing effectiveness of QE practices.
Motor Indonesia
These experts consisted of academician and industrial
N.W.
Department head of quality
experts. Initially a personal letter was sent to each of the
engineering Astra Daihatsu Motor
nominees. The letter invited then to participate in a
Indonesia
three-round Delphi study. In addition, the letter included an
H.S.
Head of quality inspection
explanation of the study and provided an estimate of the time
department Astra Daihatsu Motor
commitment for participation.
(ADM) Indonesia
In the introductory letter, nominees were informed that
H.A.
QA manager of TRW automotive
participation was voluntary and confidential and that three
electronics Malaysia
rounds of responses would be required. Nominees were
A.R.N. Executive
director of Automotive
advised that each round of the study would require
industries Sdn. Bhd. Malaysia
approximately thirty minutes.
I.M.D.
Senior General Manager of Toyota
For this research, the Delphi technique was chosen as a
Motor Manufacturing Indonesia
suitable preliminary research method because the results will
(TMMIN) Company
offer a better-informed look at the current and potential status
D.I.
Specialist from academia
of QE tools and techniques implementation in automotive
industries. Towards this end, a set of questionnaire was

developed. This survey method allows experts to express
their opinion freely and privately. The key feature of the
V. APPLICATION OF DELPHI TECHNIQUE
Delphi process is in answering the questionnaire over a

number of rounds.
The Delphi procedure used in this study will consist of

three mailed survey rounds. Results of each round will
B. Panel
Size
analyze and feed back to the respondents who asked to

re-examine their opinions in light of the overall results. The
Delphi procedures tend to depend on the questions being
first round survey consisted of open-ended questions
asked, sample size, and degree of consensus being reached
designed to elicit expert opinions on CSFs for effective
[15]. As this study is a preliminary investigation, the small
implementation of QE. The first round of Delphi method
number of participants was deemed by the researcher to be
consists of three sections i.e.: section 1 enquired about
acceptable for determining a meaningful outcome. The panel
general information of the company relating to date of
size of seven fits within the guidelines recommended for
establishment; type of ownership; the approximate number of
Delphi studies. Helmer and Dalkey used a panel of seven
employee; type of material used to produce product; certified
experts in their original Delphi experiment in 1953 [22].
quality system; current position in their company; and which
Linstone and Turoff [14] suggests a panel size of anywhere
of the quality initiatives implemented. Section 2 enquired the
from ten to fifty participants. Brockhaus and Mickelsen general quality engineering opinions. It is structured around
(1977, as quoted in [20]) in their survey of prior Delphi
the following questions:
method applications found that the recommended number of
1. What are the quality engineering (QE) tools and
panel members was primarily a function of four variables: 1)
techniques that are actually being implemented in
available funding; 2) the topic under study; 3) the number of
automotive industry?
potential relevant panel members; and 4). The desire of
2. What are the benefits and shortcomings of these QE
potential panel members to participate.
tools and techniques?
Thus, a panel of experts was formed to carry out the first
3. What are the factors that automotive industries have to
round of Delphi method to validate the identified critical
consider when selecting QE tools and techniques?
factors for effective implementation of QE that obtained
4. What are other factors that affect automotive industries
through extensive literature review. Participating in the panel
considerations in selecting QE tools and techniques?
of experts (formed in April-December 2008) were seven
5. What are the difficulties faced by automotive industries
quality engineering professionals and industrialist from
in adopting QE tools and techniques?
Malaysian and Indonesian automotive industries: quality At the end of Section 2, the panel of experts will ask to list all
engineering manager, quality assurance manager, and quality
critical factors that most important contributing to effective
inspection manager from Astra Daihatsu Motor Company
of QE tools and techniques. The aim of Section 2 is to help us
Indonesia; QA manager from TRW automotive electronics
identify the current status of QE tools and techniques
Malaysia; General manager/executive director of awareness and adoption amongst automotive industries in
Automotive Industries Sdn. Bhd. Malaysia; Senior general
Malaysia and Indonesia and also identify critical success
manager of Toyota Motor Manufacturing Indonesia; and
factors (CSFs) for QE implementation. The last section
specialist of quality engineering from academia, Department
enquired the perceptions of CSFs for QE implementation. In
of Industrial Engineering, Bandung Institute of Technology.
this section all CSFs for effective implementation of QE tools
Members of the panel of experts are shown in Table 2.
and techniques based on extensive literature review had been

identified and developed as the proposed AHP critical factors
Table 2 Member of the panel of experts
model as stated in Putri and Yusof [12]. The panel of experts

was asked to determine whether they agree with identified
Name
Position of Expert
CFSs and sub-factors under each CSFs. If they disagree with
CSFs and sub-factors under each CSFs, they could make any
B.R.W. Head
of
warranty system and quality
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IMECS 2009, March 18 - 20, 2009, Hong Kong

adjustment by deleting, moving or modifying CSFs and necessity and organization/industries account for the external
sub-factors and could write down any comments regarding
influence.
the proposed CSFs model.
From the findings, the two primary internal
After completion the first round of Delphi method, we
considerations are usefulness and user friendliness (easy to
summarize responses to the first questionnaire and develop a
use). Time is a secondary internal factor. The remaining two
feedback report. Responses to questions could be grouped or
factors, monetary cost and popularity, appear to be less
categorized by frequency or other criteria.
significant to the panel of experts in their decision on tools’
The next step of the Delphi method is conducting the
adoption. Meanwhile, the two primary external factors are
second round. For the purpose, we will develop the second
necessity and organization/industries. Project nature is a
questionnaire, mail it to the respondents, and obtain the
secondary external consideration. Culture appears to be less
responses. This questionnaire will develop from the first
significant to the panel of experts in selection of QE tools and
questionnaire (the first round) responses. Respondents techniques. Other factors affecting choice of tools and
independently evaluate earlier responses based on a feedback
techniques adopted according to panel of experts are human
report from the initial questionnaire. The aim of the first and
side; competency and basic skill of user; legal requirements;
second round of Delphi method is to validate the identified
customer requirements; standard business requirements; risk
critical factors for effective implementation of QE that level; reliability and endurance; benchmarking purposes;
obtained through extensive literature review.
direction from mother companies; and training by the
The third round will be conducted after consensus external introduces “new” QE tools.
amongst the panel of experts relating to the CSFs model for
According to panel of experts, there are some benefits of
effective QE implementation achieved. In the third round of
QE tools and techniques i.e.:
Delphi method, the panel of experts will ask to obtain a
1. To find the root cause of the problem.
pair-wise comparison matrix for the criteria. In this step, the
2. Think of problem solving immediately.
researcher will develop pair wise comparison questionnaire
3. To meet customer requirements.
using Saaty’s scale (see [10]).
4. To ensure the process of statistical control/control

chart is statistically stable and capable.
5. As a tool for continuous improvement.
VI. RESULTS AND DISCUSSIONS
6. To provide awareness on quality status.

7. Visibility.
Most of the commonly adopted tools in automotive
8. Traceability.
industries according to the panel of experts include customer
9. Quality performance trend.
surveys, failure mode and effect analysis (FMEA),
10. Quality conscious minded.
tolerancing that are used in product planning; parameter
11. To support smooth regular quality activity.
design as used in product design; process control plan and
12. To eliminate previous problem.
preliminary process capability studies that are used in process
13. To improve the existing product or process.
design; feedback, assessment and corrective action as used in
Many authors agree that the use and selection of quality
product and process validation; meanwhile for production
management tools and techniques are vital to support and
stage, the automotive industries commonly used seven basic
develop the quality improvement process [26]. However,
tools, seven new tools and process capability studies.
companies, in this case automotive industries, do encounter a
However, it is surprising that some of the tools and
range of difficulties in their use and application of quality
techniques investigated in this research study are not adopted
engineering tools and techniques. The findings from the first
to some of automotive industries especially in Indonesia
round of Delphi method indicate that there are some
automotive industries. Actually Indonesian automotive difficulties faced by automotive industries in adopting QE
industry is essentially an assembly industry, dominated by
tools and techniques i.e.:
the major Japanese car manufacturers. Astra Daihatsu Motor
1. Lack of knowledge about the tools.
(ADM) Company and Toyota Motor Manufacturing
2. Poor measurement system and data handling.
Indonesia (TMMIN) Company are the subsidiaries of Astra
3. Sense of quality of operator still low.
International Company. Astra International is the major
4. Lack of management commitment.
assembler in Indonesia. ADM and TMMIN company are
5. Lack of statistical knowledge.
received engineering drawing of product and its specification
6. Lack of understanding of the potential benefits of
from their mother company i.e. Astra International Japan.
the tools.
Thus, most of automobile industry in Indonesia did not
7. Lack of education and training.
conduct some of QE stages such as product planning, product
8. Lack of resources.
design and process design.
9. Poor attitude towards quality improvement.
It is evident from the findings that many factors
10. Lack of team work and cooperation.
influence the adoption of QE tools and techniques. Based on
11. Lack of communication.
the previous studies as well as the results from the first round
12. Lack of awareness of tools and techniques available.
of Delphi method, these factors can be classified into internal
13. Lack of quality system.
and external factors. Monetary cost, usefulness, user

friendliness (easy to use), time, flexibility and popularity of
Most of expert panel stated that lack of knowledge about
tools are internal factors which may influence the usage of
the tools; poor measurement system and data handling; lack
tools. External factors such as culture, project nature, of statistical knowledge; and lack of management
commitment are the primary difficulties faced by automotive
industries in adopting QE tools and techniques. It is evident
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IMECS 2009, March 18 - 20, 2009, Hong Kong

that many of the tools and techniques to be used in the QE
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825.
[6] McQuater, R.E, Scull, C.H., Dale, B.G., and Hillman, P.G., “Using
terms of statistical knowledge. By identifying the critical
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7, No. 6, 1995, pp 37 – 42.
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Automotive Industries and an Agenda for Future Research”, in
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implementing quality engineering in Malaysian’s and Indonesian’s
effective QE tools and techniques.
automotive industries: a proposed model”, International Journal of
Automotive Industry and Management, Vol. 2, No. 2. December 2008,
Further research will centre on conducting the next
pp 1 – 16, 2008c.
steps of Delphi method i.e. the second and third round. The
[13] Hwang, Joyce Hyunjoo, “Developing a performance criteria model for
purpose of the second round is to obtain agreement from the
school foodservice: an application of AHP”, Dissertation, Doctor of
panel of experts on the hierarchy structure of the critical
Philosophy, Iowa state university, Ames, Iowa. 2004.
[14] Linstone, H., & Turoff, M. “The Delphi method: techniques and
factors obtained from the analysis of the first round. Finally,
applications”, London: Addison-Wesley, 1975.
in the third round, we will develop a pair wise comparison
[15] Rowe, G. and Wright, G., “The Delphi technique as a forecasting tool:
questionnaire of the critical factors identified in the Delphi
issues and analysis”, International Journal of Forecasting Vol. 15 pp.
process. It will be used to collect pair wise comparison data.
353 – 375. 1999.
[16] MacCarthy, B.L. and Atthirawong, W. “Factors affecting location
Pair wise comparison that used in the AHP process intent on
decisions in International operations: a Delphi study”. International
comparing the relative importance criteria and sub criteria in
journal of operations and production management, Vol. 23, No. 7, p.
all possible pairs. By the pair wise comparison data, we can
794. 2003.
obtain the priority and ranking of each criteria and sub
[17] Novakowski, Nick and Wellar, Barry, “Using the Delphi technique in
normative planning research: methodological design considerations”,
criteria in terms of effective and successful QE tools and
Environmental and Planning, Vol. 40, pp. 1485 – 1500. 2008.
techniques implementation. It is hoped that the results will
[18] King, Russel J., “A decision-making framework for total ownership
create much clearer understanding of these critical factors
cost management of complex systems: a Delphi study”, Dissertation,
and benefit both countries in the quest for quality engineering
Doctor of Business Administration, University of Phoenix. 2007.
[19] Ewton, Stacey Erica, “Assessment of the impact of e-commerce
excellence in the automotive industry.
technologies on overall business process an Analytic Delphi Process”,
Dissertation, Doctor of Philosophy, Portland State University. 2003.
ACKNOWLEDGMENT
[20] Cook, Ellis Lynn, “Integration of Total Quality Management with a
project management approach for capital projects”, Dissertation,
The authors would like to thank to the Ministry of
Doctor of Philosophy, Texas A and M University. 1997.
Science, Technology and Innovation (MOSTI) E – Science
[21] Custer, R.L., Scarcella, J. A., and Stewart, B. R., (1999, August 2008),
Research Grant VOT 79120 (03-01-06-SF0381).
“The modified Delphi technique: a rotational modification”, Journal of
Vocational and Technical Education, Vol. 15, No. 2, pp. 1 – 11,
Available: http://scholar.lib.vt.edu/ejournals/JVTE/v15n2/custer.html.
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ISBN: 978-988-17012-7-5
IMECS 2009

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