The creation of output and quality in services: A framework to analyze information technology-worker systems

• 成果类型: Article
• 署名作者: Napoleon, K; Gaimon, C
• 署名单位: University System of Georgia; University of Georgia; University System of Georgia; Georgia Institute of Technology
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• 发表日期: 2004
• 页码: 245-259
• 关键词: Service Operations; services; worker skill; information technology; flow shop; job shop

摘要

Information technology has profoundly impacted the operations of firms in the service industry and service environments within manufacturing. Two models are introduced that establish a conceptual framework linking firm profit to attributes of the IT-worker system. The framework considers the impact of IT capabilities (such as functionality and ease-of-use) and worker skill as drivers of output volume and quality. The framework contrasts attributes of the IT-worker systems when services are mass-produced (flow shop) versus customized (job shop). Mathematical models are introduced to formalize the conceptual framework. Numerical examples are presented that illustrate the types of insights that can be obtained from the models.