This paper presents a two‐dimensional model of service process that is linked to customer encounter satisfaction and is modified by a customer’s perceptual filters, including brand image and customer mood. The first dimension is comprised of fixed (structural) descriptors, while the second...

Wholesaling is a brutal business. Only 20 percent of all wholesale distributors managed to beat the S&P 500 over the last five years, while more than 50 percent consistently destroyed shareholder value. To understand what drove a 1,000 percent difference in returns between the best and worst...

This paper reports a study that was carried out to obtain comprehensive performance ratings to gauge the productive and service quality performance of a public transit company using a recent performance measurement method called operational competitiveness rating (OCRA) analysis. The computed...

Examines the strategic planning process as well as some practical issues associated with strategic planning. Specific emphasis is placed on a simplified approach to strategic planning. The relationship between strategic planning and performance is discussed. A brief overview of common approaches...

Presents a classification for production systems in manufacturing and processing industries. The proposed classification is intended to enlarge the scope of production systems that can be meaningfully classified. This is accomplished by including production system properties used in previous...

Considers the application of structured process improvement for construction environments (SPICE) as a process improvement technique and its extension into the context of facilities management (FM). SPICE is a research project that developed a step‐wise process improvement framework for the...

Any time a company significantly changes the way it does things, there is "process risk," i.e., the risk that the business will suffer significant financial losses or harm to its reputation as a result of the change. Failure to effectively manage process risk explains why most major change...

Many process capability indices have been proposed to measure process performance. In this paper, we first review C p , C pk , C pm and C pmk , and their generalizations, C Np , C Npk , C Npm and C Npmk , and then propose a new index S pmk for any underlying distribution, which takes into...

Increasingly, supply chain management is being recognized as the management of key business processes across the network of organizations that comprise the supply chain. While many have recognized the benefits of a process approach to managing the business and the supply chain, most are vague...

Studies on supply chain management suggest that the scope of business processes being coordinated across supply chains is broad. However, little empirical evidence exists that corroborates such claims. In this study executives randomly selected from a diverse array of industries were surveyed to...