Download the book of abstracts - EurOMA 2011

The manufacturing-service interface
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SERV19 Quality of service and operating efficiency in service industries: an analysis of
Korean service driving industry
Srinivas Talluri, Myung Kyo Kim, Tobias Schoenherr
Michigan State University, East Lansing, Michigan, USA
This paper examines the compatibility of operating efficiency and service quality.
Specifically, our research focuses on: (1) Do operating efficiency and service quality have to
be traded-off, or can they exist in unison (are they compatible)? and (2) What aspects of
service quality have a stronger association with operating efficiency? In disentangling these
important issues, we utilize a combination of Data Envelopment Analysis (DEA) and survey
based empirical research methods. Specifically, we consider the South Korean service driving
industry, which has experienced a rapid growth in recent years.
SERV20 A holistic approach for building productivity metrics in services: two reports of
using the adapted “house-of-quality metrics matrix”
Noel Torres Júnior, Cláudio Gelape, Mirian Braga, Fernanda Mello, Wesley Souza Junio,
Mateus Azevedo
UFMG, Belo Horizonte/MG, Brazil
Given the complexity of measuring the productivity of services and considering the literature on performance
measurement in services and the “House-of-Quality Metrics Matrix” proposed by Hauser and Katz (1998) this paper
presents a holistic approach to measuring productivity in services. This approach takes into account the main processes
of the organization and the different needs of their stakeholders involved. It was implemented by two organizations of
health services. These organizations are evaluated in this study. On view of their managers, the main difficulties and
advantages of the proposed approach are reported.
SERV21 Understanding System Uncertainty in Healthcare Supplies
Tillmann Böhme(3), Sharon Williams(2), Paul Childerhouse(1), Eric Deakins(1), Denis
Towill(2)
(1)University of Waikato, Hamilton, New Zealand, (2)Cardiff University, Cardiff, UK, (3)University of Wollongong,
Wollongong, Australia
Managing healthcare supply chains is claimed to be complex due to the imperative of assuring accurate medical supply
for patient wellbeing. The fieldwork described herein involves investigation of a variety of supply value streams in eight
Australasian hospitals using a rigorous, multi-method audit methodology. In the majority of cases poor management
practice is evidenced by high levels of system uncertainty (often self-induced). Particularly noted is that the root cause
of many supply chain performance issues is failure by senior management to recognise the strategic value of supplies
management. Healthcare supply chain performance enablers and best management practices are also described.