This research in this report is built on the argument that deployment and sustainability are key aspects of improvingmanufacturing businesses. The research is based on eight case studies of companies that have usedthe Manufacturing Advisory Service (MAS) Lean production programme or...

It is now possible to deliver service in a virtual environment with little or no human interaction. This environment offers the opportunity of new ways of delivering service. This paper examines some of the existing theories of service quality and service management in the context of new...