Examines the way in which managers perceive the relative importance of the three costs as applied to professional service firms, financial services firms and retail distribution and manufacturing. Managers′ perceptions may be determined by the nature of the business, the operational focus and...

This paper explores managerial issues in call centres through two intensive case studies in UK organisations, supplemented by interviews with five operations managers in other call centres. The research explores key issues from the perspective of managers, team leaders, and customer-service...

In recent years, it has become almost commonplace amongst production and operations management practitioners that the concepts, principles, methodologies and techniques from manufacturing can be applied to service operations. This article attempts a framework for thinking about organisations and...

Multinational Companies (MNCs) very often manufacture in a number of different countries. The management of these international factory networks has received very little direct attention from operations management specialists either in terms of research findings or the development of conceptual...

This article examines quality assurance in the uniform branch of the police service from an operations management standpoint based on an initial case investigation of the Greater Manchester Police Force. It suggests that many of the concepts which apply to other types of service operations are...

Aim: This descriptive review aimed to assess the characteristics and methodological quality of economic evaluations of cardiac rehabilitation (CR) programs according to updated economic guidelines for healthcare interventions. Recommendations will be made to inform future research addressing the...