Purpose – Two reasons are identified for studying the impact of capacity measurements on organizations. First, firms which make the best use of their resources can be expected to outperform their competitors. The second arises from the potential structuration effect of capacity metrics. Such...

This paper fills the gap between defining and measuring the productive limits of a service or system and the impact of various assumptions about the productive potential of the nature and informativeness of capacity cost management systems for the service industry. The focus rests on the various...

Understanding of the relationship between the costs of the firm and the value the firm provides to its customers is the key to the ability of the firm to reach its profit potential. From this perspective the firm needs to have a thorough understanding of its activities, their costs and their...