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The Role of Technology in Continuous Improvement n Table - Characteristics of Successful E-Commerce Implementations Leadership Strategy Commitment at the top Thorough competitive analysis Significant financial investment Cultural transformation Structure Systems Internal investment Integrated management teams IT know-how from within Strategic partnerships was adequate technology to enable the manufacturing sector to meet the market requirements of flexibility and quality in the face of increased worker demands and resource scarcity. However, they also concluded “successful process innovation is a function of the nature of the innovation itself and the amount of new knowledge to be developed, the appropriate configuration of organizational structure, and the existence of a constellation of critical staffing roles.” 29 Sometimes, advocates of technology have promoted its use as a way to overcome the weaknesses of the worker. In that scenario, the success of a technology depended only on training employees so they could overcome organizational deficiencies, implying that the technology was all right. A different perspective is “fix the process, not the people.” 30 This approach recognizes the need to consider organizational structure and culture when implementing new technology. In the early stages of technology applications in services, it aided employees in performing their work. An electric-powered lift truck in warehouses is an example. As competitive pressures increased, technology improved and replaced employees. Automated materials-handling systems is an example of replacement. Today, with demands for high customization and flexibility, there is a trend toward person/ machine combinations as an integral part of the service delivery system. The fixedsequence robot, one-person garbage truck is an example of an interdependent person/machine combination. As an Aid to the Employee Well-positioned online brand Online-friendly offerings Reliable customer service Cross-channel coordination Modernized internal processes Incentive-laden HR practices Aligned performance measures Improved customer management Source: Adapted from Epstein, M.J., Implementing E-Commerce Strategies, A Guide to Corporate Success after the Dot.com Bust, Praeger, Westport, CT, 2005, p. 20. 51 Some of the early efforts in productivity improvement in services centered on using technology to make work less difficult and less time consuming. As is the case today, much of this occurred in the back-room operations and offices of service firms. One
n New Methods of Competing in the Global Marketplace of the early technology introductions in offices was the electro-mechanical calculator. Previous methods of performing calculation functions were time consuming and difficult, and accuracy was a problem. The evolution to electronic calculators was a further enhancement to the speed and accuracy of calculation functions. Computers, spreadsheets, and other specialized application software have moved calculation functions to higher ground. The technology of digital document systems offers desktop control over the production, management, and finishing of documents. A person can print, fax, copy, collate, staple, and distribute documents without leaving his or her desk. This technology closed the gap between electronic and paper documents and significantly improved workflow productivity. In general, managers and workers welcomed technology that aided work performance. Technology can aid employees and the service firm in ways other than as specific work aids. Technology can change the total service delivery system and help create jobs. Consider the use of plastics and refrigeration in the food business. The ability to prepackage, transport, and keep predetermined portions of food has allowed fast-food service businesses to adopt a production line approach to service delivery. The next time you opt for a Big Mac lunch, observe the process of preparing your order. It is an example of a division of labor production line system made possible by the application of technology in a service environment. Examples of technology that helps people accomplish their work are everywhere in the workplace. Some of the more common are: n n n n n n n n n n n n Telephone headsets Word processors and spreadsheets Electronic meter readers Electronic data interchange (EDI) Bar codes Retail computerized checkouts Police car installed computers Weather reporting systems Magnetically leveled passenger movers Mobile phones with text messaging Notebook computers with wireless connections Intranet and extranet systems As a Substitute for the Employee The one overriding characteristic of higher technology and automation is the capability to produce standardized goods and services rapidly and consistently at a reduced cost. In the manufacturing sector, this prompted a drive to integrate computer-assisted machines into larger clusters to assume even greater control of the
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New Methods of Competing in the Glo
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New Methods of Competing in the Glo
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Dedication This book is dedicated t
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iii n Contents Changing Personal an
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x n Contents Why Are Management Pro
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xii n Contents Sales and Operations
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xi n Contents The Four Classical Ma
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x i n Contents Demand Variation ...
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x iii n Contents The Need for an In
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Foreword Walk into any fast food-ch
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Acknowledgments We have a number of
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Acknowledgments n xx about grammar,
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xx iii n Introduction Chapter 7 - T
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xxx n Introduction disparate discip
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Chapter 1 The Vanishing Manufacturi
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The Vanishing Manufacturing/Service
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Chapter 2 Critical Success Factors
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Critical Success Factors and Strate
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n n n n n Critical Success Factors
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n n n n n Critical Success Factors
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What Is Strategic Planning? Critica
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n n n Critical Success Factors and
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n n n n n n To be most useful, CSFs
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n n n Critical Success Factors and
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Chapter 3 The ITO Model John dreame
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The ITO Model n this supply chain t
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The ITO Model n the systems objecti
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n n The ITO Model n independent var
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Table - Examples of ITO Modules Typ
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The ITO Model n tribution company d
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The ITO Model n and customization o
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The ITO Model n We can combine tran
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The ITO Model n At the end of this
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The ITO Model n Figure 3-7 shows th
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The ITO Model n possible, the techn
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Table - The Effect of Variation on
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The ITO Model n obvious and simple,
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n n The ITO Model n Products, mater
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System Design and Implementation Th
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The ITO Model n into an integrated
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Chapter 4 The Role of Management Pr
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n n n n n The Role of Management Pr
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The Role of Management Programs n W
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The Role of Management Programs n p
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Normal transformation process Condi
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The Role of Management Programs n T
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Number of Articles 600 500 400 300
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The Role of Management Programs n s
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The Role of Management Programs n o
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The Role of Management Programs n 0
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Failure to Match Program with Need
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n n The Role of Management Programs
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n n n The Role of Management Progra
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The Role of Management Programs n l
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n New Methods of Competing in the G
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0 n New Methods of Competing in the
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Low Importance of structured flow H
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n n n n New Methods of Competing in
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n n n n n New Methods of Competing
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Chapter 6 How Service Techniques Ar
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How Service Techniques are Being Ex
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Distributive Services How Service T
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The Role of Infrastructure in Conti
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Chapter 9 Understanding Organizatio
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Understanding Organizational Cultur
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What Is Organizational Culture? Und
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Values Understanding Organizational
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n n n Understanding Organizational
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Chapter 10 Integrated Supply Chains
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Table 0- Status of Lean Supply Chai
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Supply Chain Management (Expanded)
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Integrated Supply Chains n the futu
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n n n n Integrated Supply Chains n
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Integrated Supply Chains n Collabor
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n n Integrated Supply Chains n Deli
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Transition from Batch Flow to Lean
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n n n n Integrated Supply Chains n
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Integrated Supply Chains n in desig
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Integrated Supply Chains n Now is t
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n n n n n Integrated Supply Chains
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Integrated Supply Chains n chains t
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Integrated Supply Chains n customer
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Integrated Supply Chains n They con
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Integrated Supply Chains n of the c
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Integrated Supply Chains n Dealing
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Conclusions Integrated Supply Chain
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Integrated Supply Chains n 22. Cigo
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Chapter 11 The Role of Services to
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The Role of Services to Complement
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n n n n n The Role of Services to C
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n n n n n n The Role of Services to
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n The Role of Services to Complemen
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00 n New Methods of Competing in th
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Index A Administrative management,
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components of, 282-291 identity, 27
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Input-Transformation-Output Model.
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technology, 206-209 Manufacturing t
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manufacturing, services, difference
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infrastructure, 201-202 integrated
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