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Quality and reliability for a product or process is defined and evaluated by the customer. Reliability is a time oriented quality characteristic. Time is a compound noise factor, and a reliable product/process must be robust against time. Similarly, a system has several quality characteristics which create impacts on customer satisfaction. This paper develops an integration of several quality and reliability methodologies such as robust design, quality engineering, quality function deployment (QFD), reliability engineering, and strategies for system integration. The objective is to develop a customer-focused approach for quality and reliability.

The purpose of this paper is to discuss and classify the roles of customers in innovations. In literature on innovations, customers have been increasingly emphasised as a source for innovations and also in how they help develop ideas in their early phases. This paper exemplifies various customer roles in innovations through three case studies. These describe the customer as initiator, as co-producer and as inspiration for business development. Through using role theory to discuss customers in innovations, it becomes explicit how customers may play their traditional roles, add roles or transfer to new roles beyond the scope of being a customer. Furthermore, the paper shows that customer roles change during the innovation process from added or transferred towards more traditional ones.

As the major business environment changes, there is a growing need for management innovation to strengthen the organisation. Large enterprises such as GE, which promoted Six Sigma, and Toyota, which installed innovative production systems using the Kanban method, have rooted management innovation in their corporate cultures. However, although there are precedent cases limited to some high-tech ventures, the actual state of management innovation in low-tech small- and medium-sized enterprises (SMEs) is not well understood. Therefore, we investigated the SMEs in Japan’s relatively low-tech industrial areas using structural equation modelling. This study found that collaboration with customers is an important antecedent factor for management innovation. Moreover, management innovation mediates the relationship between the collaboration with customers and technological innovation activities and between the former and firm performance. The explanatory power of management innovation on firm performance is weak. This paper provides deep insights into the role of management innovation in SMEs.