Clemson University
Management
Many make-to-order firms face total expected demand in excess of available capacity. This is particularly true, in the short range, for capital intensive firms such as those in the flow process industry, firms making short life cycle... more
Many make-to-order firms face total expected demand in excess of available capacity. This is particularly true, in the short range, for capital intensive firms such as those in the flow process industry, firms making short life cycle products such as those in high-fashion apparel industry, and printing-shops. In such situations the manager is left with the difficult task of allocating the available capacity between competing classes of products and/or customers. At the same time the manager is faced with the challenge of achieving delivery dependability and speed in order to stay competitive.
This paper provides a methodology for measuring (1) consumers' relative preference toward the different dimensions of a product's quality and (2) a product's quality relative to other competing brands. Both are measured from the... more
This paper provides a methodology for measuring (1) consumers' relative preference toward the different dimensions of a product's quality and (2) a product's quality relative to other competing brands. Both are measured from the consumers' perspective via their preference scores on various dimensions of quality, based on Garvin's framework (1988), and by regressing the preference scores on the price consumers are willing to pay for the product. The methodology is applied to a sample product from the apparel industry, using real customers. The following research questions are addressed in the study: (1) How can product quality be measured from the consumer's perspective? (2) What is the value of improving product quality? (3) Are all dimensions of quality for a given product of equal importance, or are some dimensions more important than others? The results of the study show that quality has a significant impact on consumers' perceived value and that some quality dimensions are of greater significance to consumers. 0925-5273/95/$09.50 0 1995 Elsevier Science B.V. All rights reserved SSDI 0925-5273(95)00027-5
Supply Chain Integration is widely advocated as one of the important factors to attain superior supply chain performance. The evidence from studies examining the relationship between the level of integration and performance is mixed.... more
Supply Chain Integration is widely advocated as one of the important factors to attain superior supply chain performance. The evidence from studies examining the relationship between the level of integration and performance is mixed. While firms are able to achieve supply chain integration they find it is hard to sustain integration. We argue that to sustain integration, firms need to establish both integration capabilities and system wide performance evaluation capabilities. We develop and test a research model for sustaining supply chain integration. The results gathered from 57 firms show that firms can sustain integration by developing both integration and performance evaluation capabilities.
The current competitive environment is characterized by new sources of information, new technologies, new management practices, new competitors, and shorter product life cycles, which highlights the importance of organizational knowledge... more
The current competitive environment is characterized by new sources of information, new technologies, new management practices, new competitors, and shorter product life cycles, which highlights the importance of organizational knowledge in manufacturing companies. We integrate some of those knowledge-based approaches seeking to understand how aspects related to cross-functional orientation, new technologies, and increasing access to information affect manufacturing strategy. In this paper, “know-what” (where to find the needed information) and “know-how” (how to run operations smoothly) are considered key components of organizational knowledge in the process of manufacturing strategy formulation. Assuming that knowledge accumulation may lead to competitive advantage, we propose a model of manufacturing strategy process from a resource-based view perspective. We used a survey to collect field data from 104 companies. The results indicate that cross-functional activities integrate manufacturing knowledge and contribute to the creation of valuable and rare product characteristics.
Absenteeism findings published by Steel and Rentsch (1995) were replicated and extended by correlating attitudinal, personal-demographic, and job stress variables with 34 months of work group absenteeism scores obtained on employees of a... more
Absenteeism findings published by Steel and Rentsch (1995) were replicated and extended by correlating attitudinal, personal-demographic, and job stress variables with 34 months of work group absenteeism scores obtained on employees of a U.S. federal mint. Attitudinal and job stress results were consistent with previous findings, but results involving personal-demographic variables were not.
Supply Chain Integration is widely advocated as one of the important factors to attain superior supply chain performance. While firms are able to achieve integration they find it hard to sustain integration. In this paper we argue that to... more
Supply Chain Integration is widely advocated as one of the important factors to attain superior supply chain performance. While firms are able to achieve integration they find it hard to sustain integration. In this paper we argue that to sustain integration partner firms need to establish a formal system to evaluate supply chain-wide performance. We draw on theories from a number of management disciplines to map the critical links between supply chain evaluation capability and supply chain integration sustainability. We develop and test our research model by conducting an empirical study involving 102 firms. The results of our study show that supply chains can sustain integration by establishing a supply chain wide evaluation system.
- by Douglas Hales and +1
- •
- Supply Chain Integration
Supply Chain Integration is widely advocated as an important factor to attain superior supply chain performance. While firms are able to achieve integration, they find it hard to sustain integration. In this paper, the authors argue that... more
Supply Chain Integration is widely advocated as an important factor to attain superior supply chain performance. While firms are able to achieve integration, they find it hard to sustain integration. In this paper, the authors argue that to sustain integration partner firms must establish a formal system to evaluate supply chain-wide performance. The authors draw on theories from a number of management disciplines to map the critical links between supply chain evaluation capability and supply chain integration sustainability. The authors develop and test the research model by conducting an empirical study involving 102 firms. The results of the study show that supply chains can sustain integration by establishing a supply chain wide evaluation system. complementation between their own internal competencies and those of their supply chain partners to achieve competitive advantage. To achieve complementary competencies among independently owned firms, a relatively new form of organizational governance, called Supply Chain Integration (SCI), is preferred over more traditional forms such as vertical integration or market-orientation. The advantage of
- by Douglas Hales and +1
- •
- Supply Chain Integration
We introduce and empirically test a theoretical metamodel that explains knowledge-sharing behavior among employees. Building on the well-established motivation-opportunity-ability (MOA) framework, we posit that knowledge sharing among... more
We introduce and empirically test a theoretical metamodel that explains knowledge-sharing behavior among employees. Building on the well-established motivation-opportunity-ability (MOA) framework, we posit that knowledge sharing among employees is a function of their MOA to do so. Existing literature suggests that the interaction among motivation, opportunity, and ability drives knowledge-sharing behavior. In contrast, we specify a new model in which the ''bottleneck'' or constraining factor among the MOA variables determines the degree of knowledge sharing that occurs. This constraining-factor model (CFM) fits the data better than the traditional multiplicative model and reveals a new, qualitatively different portrait of knowledge sharing that resolves some of the puzzles in the previous literature. The CFM provides macro-level insights with respect to how operations managers can improve employee knowledge sharing by focusing on the bottleneck MOA variable. As a result, the CFM can help set strategic directions of related policies. The model emphasizes that, counter to conventional wisdom, the MOA variables should not be addressed independently, but rather in a dynamic and coordinated way. #
This paper examines the strategic process of new service development (NSD).
- by Richard Chase and +2
- •
- Marketing, New service development
This paper explores the customer experience paradigm as it pertains to service operations strategy and design. First, we operationally define and discuss the concept of customer experience. In this context, we propose a reframing of the... more
This paper explores the customer experience paradigm as it pertains to service operations strategy and design. First, we operationally define and discuss the concept of customer experience. In this context, we propose a reframing of the strategic role of operations strategy as one of choreographing experiencecentric services. We then introduce the concept of services as destinations as an emerging business model for classifying experiential service strategies. Our conceptual typology of experience-based strategies uses two dimensions -1) the depth of use of experience as a source of value creation, ranging from brand experience to the services as destinations business model, and 2) the degree of integration of experience internally within the firm. Using this conceptual typology, we develop five propositions and use multiple cases to illustrate firms' use of these experience strategies. Laying the groundwork for future research, we highlight insights from the qualitative, multiple-case data as they pertain to service operations strategy and the business model that employs services as destinations. A number of questions for further research are suggested.
New service development (NSD) has emerged as an important area of research in service operations management. However, NSD empirical investigations have been hindered by the lack of psychometrically sound measurement items and scales. This... more
New service development (NSD) has emerged as an important area of research in service operations management. However, NSD empirical investigations have been hindered by the lack of psychometrically sound measurement items and scales. This paper reports a two-stage approach for the development and validation of new multi-item measurement scales reflecting a multidimensional construct called NSD competence. NSD competence reflects an organization's expertise in deploying resources and routines, usually in combination, to achieve a desired new service outcome. This competence is operationalized as a multidimensional construct reflected by five complementary dimensions: NSD process focus, market acuity, NSD strategy, NSD culture, and information technology experience. In the first stage of measure development, we analyse judgment-based, nominal-scaled data collected through an iterative item-sorting process to assess the tentative reliability and validity of the proposed measurement items. Our results demonstrate that a reduced set of measurement items have reasonable psychometric properties and, therefore, are useful inputs for multi-item measurement scale development. In the second stage of measurement development, we conduct a confirmatory factor analysis of the five NSD competence dimensions using survey data collected from a sample of retail bank key informants and confirm the unidimensionality, reliability, and validity of the proposed five multi-item scales. The NSD competence scales developed in this research may be used to advance scholarly understanding and theory in NSD. Further, these NSD scales may provide a useful diagnostic and benchmarking tool for managers seeking to assess and/or improve their firm's service innovation expertise. #
As China becomes increasingly important to the global economy, it is critical to conduct high-quality research on important decision sciences issues there. This article provides an extensive review and critique of the extant China-based... more
As China becomes increasingly important to the global economy, it is critical to conduct high-quality research on important decision sciences issues there. This article provides an extensive review and critique of the extant China-based literature on supply chain management, logistics, and quality management, based on the foundation established by . In general, decision sciences research in China is in its infancy. Although there have been some very interesting and well-executed articles, the majority are descriptive and focus on status updates. We provide a set of propositions to guide future research in logistics, supply chain management, and quality management in China, as well as guidelines for dealing with some of the unique challenges of conducting empirical research in China.
This article focuses on decision sciences research in China, providing an overview of current research and developing a foundation for future China-based research. China provides a unique research opportunity for decision sciences... more
This article focuses on decision sciences research in China, providing an overview of current research and developing a foundation for future China-based research. China provides a unique research opportunity for decision sciences researchers, owing to its recent history, rapid economic development, and strong national culture. We examine recent economic reforms and their impact on the development of research questions in the decision sciences, as well as discuss characteristics of the diverse regions in China and their potential as sites for various types of research. We provide a brief overview of recent China-based research on decision sciences issues relating to national culture, supply chain management, quality management, production planning and control, operations strategy, and new product development and discuss some of the unique methodological challenges inherent in China-based research. We conclude by looking forward to emerging research opportunities in China.
This paper defines and operationalizes eight ERP competence constructs. We define ERP competence as a portfolio of managerial, technical and organizational skills and expertise posited as antecedents to improved business performance... more
This paper defines and operationalizes eight ERP competence constructs. We define ERP competence as a portfolio of managerial, technical and organizational skills and expertise posited as antecedents to improved business performance occurring after an ERP system is operational and functionally stable. To improve responses to changes in markets and products, manufacturers are increasingly adopting ERP systems. However, anecdotal accounts indicate that the realization of ERP's potential benefits is rare. Because of its pervasive influence on manufacturing and business performance, the need for scientifically developed and tested multi-item scales pertaining to ERP competence is highly relevant to manufacturing strategy research. We follow a two-stage normative process of scale development. First, we identify a portfolio of eight generic constructs that are hypothesized to be associated with successful ERP adoption. Each construct is then operationalized as a multi-item measurement scale by applying a manual item sorting technique iteratively to independent panels of expert judges until tentative reliability and validity is established. Second, we further refine and validate the multi-item scales using survey data from 79 North American manufacturing users of ERP systems.
Motivated by a recent antitrust ruling against Hill-Rom, one of the two dominant American suppliers of hospital beds, we develop a stylized model to investigate the consequences of used product take-back on firms, industry and customers.... more
Motivated by a recent antitrust ruling against Hill-Rom, one of the two dominant American suppliers of hospital beds, we develop a stylized model to investigate the consequences of used product take-back on firms, industry and customers. Our findings suggest that by taking back and reselling refurbished products, a manufacturer can increase both profit margins and sales--to the detriment of a non-interfering competitor. In our model, customers are always better off under product take-back, but it depends on the degree of competition, whether firms use the benefits of takeback primarily to increase their margins or to pass them on to the customers by lowering their prices. The first firm to offer take-back, in some cases, can deter its competitors from following this profitable strategy, especially if it has an existing advantage in terms of lower production cost or higher market share. Contrary to the claim of Hill-RomÕs competitor, we find a ''legitimate business justification'' for Hill-RomÕs reduction of new product prices.
This paper contributes to the emerging area of e-service strategy in the context of business-to-business (B2B) e-marketplaces, which we view as Internet-based service delivery systems that link sellers' offerings to buyers. Although a... more
This paper contributes to the emerging area of e-service strategy in the context of business-to-business (B2B) e-marketplaces, which we view as Internet-based service delivery systems that link sellers' offerings to buyers. Although a myriad of new B2B e-marketplaces were launched over the past decade, a substantial number failed shortly after the peak of the NASDAQ in 2000. The bursting of the Internet bubble provides a setting for assessing salient, theory-based determinants of failure-and success. Accordingly, we apply a service operations strategy lens and complementary organizational theories to explain how three strategic factors-industrial sector characteristics, ownership structure, and functionality of service offering-may have influenced B2B e-marketplaces' odds of survival after the bubble. We empirically test these factors using logistic regression analysis on a sample of 854 B2B e-marketplaces.
The dynamics of workforce skill levels has a considerable impact on plant-level performance that is commonly overlooked by managers of manufacturing operations. In this study, we present a discrete event simulation model inspired by and... more
The dynamics of workforce skill levels has a considerable impact on plant-level performance that is commonly overlooked by managers of manufacturing operations. In this study, we present a discrete event simulation model inspired by and validated in an actual manufacturing setting that includes short product life cycles, mid-volume production quantities, and a production environment consisting of assembly, inspection and testing.