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  • 1
    Electronic Resource
    Electronic Resource
    Customer support and new product development - An exploratory study (2001)
    Bingley : Emerald
    International journal of operations & production management 21 (2001), S. 275-301 
    Details
    ISSN: 0144-3577
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Customer support is an essential element in the successful marketing of many products - from domestic appliances to high-tech computer networks. Many aspects of support are strongly influenced by a product's design and so customer support requirements should be evaluated during new product development. However, researchers have largely ignored the relationship between new product development and customer support. The current study addressed this gap by using case studies and a workshop, both conducted with leading companies, to identify how customer support is typically evaluated at the design stage and to determine the importance of this aspect of new product development. The results have implications for managers responsible for product innovation - they show the need to allocate adequate resources to integrating customer support requirements into new product development.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/01443570110364605
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  • 2
    Electronic Resource
    Electronic Resource
    in Japan: an empirical study (2003)
    Bingley : Emerald
    International journal of operations & production management 23 (2003), S. 1426-1446 
    Details
    ISSN: 0144-3577
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This paper reports the study of kaizen as practised in a selection of Japanese companies. After discussing the general understanding of kaizen and proposing a clear definition, the paper describes the methodology of the study, and presents findings from the research, taking Nippon Steel Corporation (NSC) as a base model and comparing this with the data from other companies. The development of kaizen activity in NSC is presented together with a description of the current nature of kaizen, which is compared with other firms in the steel and automotive industries to assess uniformity. The paper concludes that kaizen evolves uniquely within each organisation, following changes to the organisation's business environment. Detailed implementations vary considerably between organisations, but all rely on kaizen to achieve targets as an integral element in the operations management system. This yields insights into kaizen's sustainability, and points to its vulnerability to external economic conditions.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/01443570310506704
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  • 3
    Electronic Resource
    Electronic Resource
    Multimedia for international operations: a case study (2003)
    Bingley : Emerald
    International journal of operations & production management 23 (2003), S. 125-137 
    Details
    ISSN: 0144-3577
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Geographically-dispersed, global service organisations must find cost-effective ways of delivering consistent service quality while recognising local differences in service culture. For such organisations, the management of operations cannot be separated from issues of training, corporate culture, and organisational identity. This paper presents an analysis of the experience of Avis Europe, a leading car rental firm, in developing a multimedia system for training frontline staff. The case illustrates how multimedia technologies enable a new sort of organisational text that has implications for the way in which operations may be documented and enacted. In particular, multimedia allows texts that are complex enough to address issues of what Hochschild describes as "emotional labour" in service operations. These developments have great significance for both practice and research in operations management.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/01443570310453299
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  • 4
    Electronic Resource
    Electronic Resource
    Process variability and its effect on plant performance (2000)
    Bingley : Emerald
    International journal of operations & production management 20 (2000), S. 792-808 
    Details
    ISSN: 0144-3577
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This report presents the preliminary findings of a research study to determine the factors which enable a manufacturing plant to simultaneously achieve high labour productivity, fast, reliable delivery and high quality consistency. The conclusions are based on analysis of a database containing details of 953 manufacturing plants in the UK. Based on the performance measures mentioned above, a composite performance measure was calculated for each plant in the database. The plants were then divided into groups of high performers, medium performers and low performers. Using statistical analysis, those differences between the high and low-performing plants that were significant were identified. The main factors differentiating high-performing plants from the rest were those associated with low process variability, high schedule stability and more reliable deliveries by suppliers.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/01443570010330775
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