International Journal of Operations & Production Management: Volume 9 Issue 5

Advanced Manufacture and Services: Common Issues – Common Approaches

Douglas K. Macbeth, Geoff Southern

The structure of this special edition is presented, sketching themain points of the 4th International Conference of the OperationsManagement Association (UK) at which similarities…

The Customer as Employee

Robert Johnston

A few years ago the concept of the employee as a customer wastreated as a novel breakthrough. Here the process has taken the ultimatestep of reversal and the customer as employee…

Interactive Services Operations: The Relationships among Information, Technology and Exchange Transactions on the Quality of the Customer‐Contact Interface

Linda M. Delene, David M. Lyth

The customer‐contact interface is discussed here. Defined asinteractive service operations, it can be divided into two separatelevels, first, the service operations interface…

The Managerial Challenges of Integrated Manufacturing

C.A. Voss

In the integrated manufacturing enterprise there is a logicalsequence – strategy must lead, flow leads technology, informationstandards start early but information and technology…

Design and Implementation of Production Systems for High Variety Electronics Assembly

D.J. Bennett, S.K. Rajput

Information technology companies are having to broaden theiroverall strategic view in deference to the premise that it is better tobe market‐driven than technology‐led. Cost and…

Measuring Strategic Control and Improvement in Manufacturing

D.J. Woodcock

Companies measuring by “traditional” internally focusedcontrol measures have been found to be lagging through concentrating onefficiency rather than the causes of loss of control…

Exploring Productivity Accounting for Management and Strategy in Manufacturing and Services

John Bicheno

Here productivity is discussed with special reference to itsmeasurement, especially partial as opposed to total. Partialproductivity measurement in turn involves productivity…

Getting the Message Across? Supplier Quality Improvement Programmes: Some Issues in Practice

Lynne F. Baxter, Neil Ferguson, Douglas K. Macbeth, George C. Neil

Supply chain management is examined and why supplier qualityimprovement is sometimes more apparent in speech than in action. Theconcern is that to obtain the required higher…

Curriculum Development for Food Production Operations Teaching for the Hospitality Industry: A Systems Framework

J. Cousins, D. Foskett

A systems framework for food production systems is posited in orderto enable comparisons to be made with production operations outside thecatering industry. By comparing “Cook…