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作者：Anderson, EG Jr; Morrice, DJ
作者单位：University of Texas System; University of Texas Austin; University of Texas System; University of Texas Austin
摘要：For decades, the Beer Game has taught complex principles of supply chain management in a finished good inventory supply chain. However, services typically cannot hold inventory and can only manage backlogs through capacity adjustments. We propose a simulation game designed to teach service-oriented supply chain management principles and to test whether managers use them effectively. For example, using a sample of typical student results, we determine that student managers can effectively use e...
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作者：Cheng, TCE; Gupta, JND; Wang, GQ
作者单位：Hong Kong Polytechnic University; Ball State University; Jinan University
摘要：Flowshop scheduling problems with setup times arise naturally in many practical situations. This paper provides a review of static and deterministic flowshop scheduling research involving machine setup times. The literature is classified into four broad categories, namely sequence independent job setup times, sequence dependent job setup rimes, sequence independent family setup times, and sequence dependent family setup times. Using the suggested classification scheme, this paper organizes the...
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作者：Hanna, MD
作者单位：University System of Ohio; Miami University
摘要：This paper describes the supply chain tour, an expansion of the widely used facility tour pedagogy. A supply chain tour is a tour of facilities sequentially related in the creation of value that is designed to expose critical linkages and illustrate Supply Chain Management concepts and theories. Effectively using the supply chain tour pedagogy requires the instructor to create a standardized approach to managing the facility tour; a checklist is provided for this purpose. An example supply cha...
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作者：Pagell, M; Handfield, RB; Barber, AE
作者单位：Kansas State University; North Carolina State University; Michigan State University; Michigan State University's Broad College of Business
摘要：This study employs structured interviews in a field setting to develop an in-depth understanding of how a specific human resource decision affected manufacturing performance at 30 plants using advanced manufacturing technologies. Initial results suggested that there is no relationship between the skill level of operational employees and the level of performance of the installations. When a measure of fit between environmental characteristics and skills was employed, however. there was a signif...
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作者：Dasu, S; Rao, J
作者单位：University of California System; University of California Los Angeles; Babson College
摘要：This paper explores the effect of expectations and information on customer dissatisfaction in unfavorable, nonroutine service encounters. In complex services (e.g., health care) with multiple encounters and wide range of services, customers use some of the services rarely or only once. In such encounters, customers may not have clear expectations regarding the process and/or outcome of the impending service delivery. This may increase the likelihood of the customer to perceive poor service or ...
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作者：Gupta, S; Krishnan, V
作者单位：University of Texas System; University of Texas Austin
摘要：This paper examines the reduction in complexity of a product family through product design. By leveraging the commonalities among products in a family, the decision support methodology presented in the paper helps choose components and suppliers that minimize the sum of design, procurement, and usage costs. The problem of integrated component and supplier selection is conceptualized and formulated as an integer-programming model. Analysis of the model yields two properties, complete and contin...
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作者：Nie, W; Kellogg, DL
作者单位：University of Colorado System; University of Colorado Denver
摘要：This study empirically tests assumptions that underlie operations management (OM) scholars' belief that service operations should be managed differently. Respondents were self-classified into manufacturing and service types. There is a significant statistical difference between the views held by each group with regard to statements such as service OM should be taught as a separate course and service operations should be managed differently from manufacturing. There was general consensus on the...
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作者：Hays, JM; Hill, AV
作者单位：University of Minnesota System; University of Minnesota Twin Cities
摘要：This paper develops a simple but powerful model that relates service satisfaction/dissatisfaction to market share. The model is based on an intuitive service satisfaction framework that relates three service system parameters (service success rate, complaint rate, and service recovery rate) to the percent of satisfied customers. A dynamic model is then posited that relates the defection rate and the addition rate to marker share changes. The service satisfaction/market share model yields usefu...
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作者：Soteriou, AC; Hadjinicola, GC
作者单位：University of Cyprus
摘要：Service quality improvement has become an imperative in today's service firms. In this paper, we present a modeling framework that combines marketing and operations viewpoints for resource allocation. The framework can be used to allocate resources to the different stages of a multistage service system, where the manager's goal is to improve customers' perceptions of service quality, given some budget. Optimal allocation guidelines are provided, and the interplay of three factors on the result...
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作者：Dow, D; Samson, D; Ford, S
作者单位：University of Melbourne; University of Melbourne; University of Melbourne
摘要：In his landmark article on total quality management, Powell (1995) lamented the lack of large scale studies investigating quality management practices and performance. This study begins to fill that void using a large, random sample of manufacturing sires. The results show that quality practices can be categorized into nine dimensions. However, not all of them contribute to superior quality outcomes. Employee commitment, shared vision, and customer focus combine to yield a positive correlation...
