Department of Management
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Item Benchmarking business excellence practices: a case-based approach(Inder Science, 2021-05) Tikoria, JyotiThis paper aims to explore the business excellence practices and the relative importance of success factors by taking a case of an Indian manufacturing organisation for benchmarking purpose. A series of structured, semi-structured, in-depth interviews and company annual reports followed by a questionnaire survey were used to examine current business excellence practices and relative importance of success factors so as to benchmark best in-class practices. Factors namely 'teamwork' and 'culture and core values' are found to be very prominent at the case study of organisation ABC and helped them significantly in enhancing their performance. The rest of the factors are in line with the success factors of prominent global business excellence models. The findings of this study in terms of providing a simple template to assess organisations will be of utmost help to make improvements for moving towards business excellence. The present study reveals that there should be a customisation of the success factors for business excellence based on sector and context specificity.Item Development & Validation of Business Excellence Framework for Indian Manufacturing MSMEs(Inder Science, 2021) Tikoria, JyotiThe present study aims at exploring the status of business excellence practices, proposing and validating a framework and prioritisation of validated factors for Indian manufacturing MSMEs. A structured methodology was followed for achieving the three-fold objectives of present research work. The findings present the awareness and status of business excellence practices in MSMEs followed by validation of eight factor multidimensional construct of business excellence comprising of factors namely organisational culture and stakeholder engagement; quality systems and business orientation; self-managed teams with diverse work force; competitiveness and market orientation; result orientation; innovation and continuous improvement; inclusive organisational environment and leadership and top management commitment; out of these leadership and top management commitment received a higher weightage. The implications for practitioners and policy makers have also been discussed. The novelty of this research work lies in proposing a framework for business excellence assessment of MSMEs for fueling the growth of Indian economy.Item SERVQUIX: A Tool for Service Quality Measurement in Indian Banks(Inder Science, 2021) Tikoria, JyotiThe paper aims to propose a comprehensive instrument to measure service quality of banks in India. A standard methodology has been used for scale and index development. The findings clearly depict service quality of banks as a multi-dimensional construct having factors as employee attitude, service recovery, physical and technological infrastructure, assurance and online banking facilities. At last an easy to use template has been proposed for practitioners to calculate and assess their competitive scores based on service quality. The originality of this work lies in the fact that the index captures the customers’ perspective of service quality and also provides an indication for further improvement for better satisfaction and retention of its customer base. The present study may further be extended in terms of large and diversified sample size to validate the proposed index.Item The role of emotional intelligence and self-efficacy on social entrepreneurial attitudes and social entrepreneurial intentions(Taylor & Francis, 2017-09) Bhat, Anil Kumar; Tikoria, JyotiThe present study aims at identifying the social entrepreneurial intention among undergraduate students in Indian context by using the theory of planned behaviour as the research framework. A 50-item questionnaire was responded by 230 students who are enrolled in the universities in India. The data were collected by employing a systematic random sampling method. In total, 72% (N = 166) of the respondents were male and 31% (N = 64) were female and the average age of the respondents was 20 years. The questions measured emotional intelligence, self-efficacy, attitude towards becoming a social entrepreneur and social entrepreneurial intentions. The result shows that the proposed model in the present study explains 42% of the variance, explaining the social entrepreneurship intention. Both Emotional intelligence and self-efficacy showed the positive significant relationship with both attitude and social entrepreneurial intentions.Item Factors Affecting Individual’s Intention to Become a Social Entrepreneur(Springer, 2018-05) Bhat, Anil Kumar; Tikoria, JyotiThere are good numbers of success stories of social enterprises in India such as Arvind Eye Centre, Barefoot, Farm2Food Foundation, AYZH, Jaipur rugs and Selco Solar. There is a need to the number of such social enterprises in India. This chapter discusses the various factors that affect an individual’s intention to become a social entrepreneur. This study, conducted among students of India’s leading technical institutions, indicates that self-efficacy was found to be the strongest predictor of entrepreneurial intention.