This paper reviews the use of case study research in operations management for theory development and testing. It draws on the literature on case research in a number of disciplines and uses examples drawn from operations management research. It provides guidelines and a roadmap for operations...

In the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer...

We study the impact of operational performance on profitability in the context of the U.S. domestic airline industry. In addition, we investigate the impact of focus [Skinner, W. 1974. The focused factory. Harvard Bus. Rev. 52(3) 113-121] on profitability in services. We use quarterly data on...

Reports a series of action projects in UK manufacturing companies which found that formal planning and control activity was less evident than the management of priorities. The reasons for this were found in the innate instability of these companies′ operations. This finding provokes a fresh...

The continuing debate on production and operations management (POM) research has led to a new emphasis on empirical methods. Claims that, while surveys and case research are increasingly recommended to POM researchers, action research has been relatively neglected. The distinct characteristic of...

Investigates what approaches to quality lead to best quality and financial performance across different regions of the world. Reports a survey of 977 firms in Asia/South Pacific, Europe, and North America. Fifty‐two items that suggest how a firm might improve quality were factor analysed and...

There has been a growing call from within the operations management (OM) academic community for research of more managerial relevance. This has implied a greater emphasis on empirical research: surveys, cases, and action research. But in fact these types are quite different. However, the great...

This paper reports the results of a survey conducted to explore issues surrounding mass customization and in particular its implications for operations management. The findings cover the market changes driving customization, the methods used to provide customized goods, the positive and negative...

The study of Japanese manufacture continues to focus on certain elements of the JIT/kanban approach. A recent study tour found that these elements might be broadened to include planning systems and people development initiatives, examples of which are described. The degree to which JIT is a...