... Limited 2013 Performance measurement Lean production Assessment instrument Lean service Service industries In the reviewed literature, three main types of items could be identified. The first type of items focus on enablers of lean adoption, the second focus on the extent of use...

... et al., 2008). John Mills can be contacted at: jfm@eng.cam.ac.uk © Emerald Group Publishing Limited 2013 Multi‐organizational Visualisation Co‐creation Public sector Service Public sector organizations Service industries This paper develops a method for creating...

... International Harvester (Chandler, 1990, p. 197). © Emerald Group Publishing Limited 2009 Manufacturing industries History Service industries Operations management In the past 20 years, the term “servitization” was coined to capture the innovative services that have been bundled (integrated...

... sector and certain product‐service contexts. Evidence on lean in pure service environments is very limited. The paper addresses this shortcoming. Call centres Lean production Organizational change Service industries Niall Piercy can be contacted at: N.C.Piercy@bath.ac.uk © Emerald...

... and researchers. © Emerald Group Publishing Limited 2008 Operation management Strategic alliances Service industries Globalization Manufacturing industries The contribution of the service sector to the gross national product has increased in both industrialized nations and developing...

... system, provided by different functions, aligned with each other? (Heskett, 1986). Only when all three of these aspects are known can an assessment of the level of internal strategic fit within the organisation be made. Operations management Strategic planning Service industries...

... and RQ2 are represented in the conceptual framework shown in Figure 2 . Innovation Product innovation New products Service industries United Kingdom The importance of the service sector is growing in western economies. There has been a growth in the service sector contribution to the GNP...

...: Design and Implementation . Sage , 2006 . 299 pp. , ISBN: 9781412929530   £24.99 (paperback) © Emerald Group Publishing Limited 2007 --> Service industries Customer services quality The service sector is an important contributor to western economies and is increasingly...

...., 2004). Also, customers tend to say that they are “satisfied” when actually they are in a neutral state, leading to a bias in the data. Gérson Tontini can be contacted at: tontini@furb.br © Emerald Group Publishing Limited 2007 Customer satisfaction Service industries Brazil...

... practices and strategic performance indicators in the Australian service industry. Originality/value This study builds on previous studies focusing on the implementation of OM practices carried out in the USA. Therefore, it contributes to knowledge by providing comparison with the Australian context...

... changes in service system input parameters. © MCB UP Limited 2003 Service operations Waiting lists Simulation Service control Service industries Consumers today are more constrained by time than ever before. In an intensely competitive world the pressure, expectation and need...

...Amrik S. Sohal; Simon Moss; Lionel Ng Table I presents a number of key characteristics of the manufacturing and service industries making up the two samples, including annual sales revenue and number of employees. There are no small companies (employing less than 100 people) represented...

... UP Limited 2000 TQM Performance Operations strategy Service operations Service industries The worldwide importance given to quality is evident from the many high profile awards, such as the Malcolm Baldrige National Quality Award in the USA, the Deming Prize in Japan...

.... and that the learning curve can be applied at an individual worker level (learning effect) or at a unit or organisational level (experience effect). © MCB UP Limited 2000 Service industries Experience Learning Airlines Financial services The learning curve was first introduced in 1935...

.... Environmental research specific to service industries have been neglected, despite the fact that economies of developed nations are mostly made up of service businesses. This paper explores potential distinctions of service businesses as they may influence management motivation for taking environmentally...

... and productivity levels, there is evidence that an evolving approach may help to stabilize a highly volatile situation by breaking down barriers from within. Employees Functional flexibility Hospitality industry Quality Service industries To estimate the required capacity for functional flexibility...

... Limited 1995 Appointments Scheduling Service industries Service quality As service industries become a more important business sector, the efficiency and effectiveness of running service systems is gradually receiving more attention from both academicians and practitioners...

... and fairly close to critical), and the fact that it is performed quite sparingly. © MCB UP Limited 1995 Human resource management Management Operations management Organizational performance Productivity Service industries Service quality USA The service sector of the American...

... to satisfy demand. In today′s business environment, a reliance on inventory is often not feasible. Suggests a reliance on capacity available to meet demand, as used by the service industry. Such a strategy is in direct conflict with most cost‐accounting systems because of the absorption of overhead costs...

... showroom sought by the A, B, C1 group and that group′s perceptions of the existing showrooms as expressed in the results of the survey. Each step (shown in italics) will be supported by an illustration drawn from the case study: © MCB UP Limited 1994 Service Service industries...