Operations: From Factory to Service Management

Operations: From Factory to Service Management Traces the historical development of operations management from its factory management origins. Explores how the subject has tried to incorporate service inspirations issues from the mid‐1970s and its association with service management in the 1980s and 1990s. There is now a significant body of knowledge on service operations management though it appears to have had only limited recognition and inclusion in the developing subject of service management. Suggests that the key challenge for operations management academics is to try to embrace the service imperative more fully into the mainstream discipline. To bring this about some operations management researchers will need to shake off their inward‐looking, efficiency‐oriented view of operations which seems to be more concerned with the application of quantitative techniques to operational subsystems rather than the design and control of operations to meet the needs of customers. Also suggests that service management academics need to ensure the inclusion, and recognition, of operations issues and perspectives into the subject. Without operations there is no means or capability of delivering service promises. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Operations: From Factory to Service Management

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Publisher
Emerald Publishing
Copyright
Copyright © 1994 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239410051902
Publisher site
See Article on Publisher Site

Abstract

Traces the historical development of operations management from its factory management origins. Explores how the subject has tried to incorporate service inspirations issues from the mid‐1970s and its association with service management in the 1980s and 1990s. There is now a significant body of knowledge on service operations management though it appears to have had only limited recognition and inclusion in the developing subject of service management. Suggests that the key challenge for operations management academics is to try to embrace the service imperative more fully into the mainstream discipline. To bring this about some operations management researchers will need to shake off their inward‐looking, efficiency‐oriented view of operations which seems to be more concerned with the application of quantitative techniques to operational subsystems rather than the design and control of operations to meet the needs of customers. Also suggests that service management academics need to ensure the inclusion, and recognition, of operations issues and perspectives into the subject. Without operations there is no means or capability of delivering service promises.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Mar 1, 1994

Keywords: Business history; Corporate strategy; Management philosophy; Operations management; Production systems; Quality control; Service industries; Service operations

References

  • Service Management Effectiveness
    Bowen, D. E.; Chase, R.B.; Cummings, T. G. and Associates
  • The Service Factory: A Future Vision
    Chase, R.B.
  • The Systems Approach
    Churchman, C.W.
  • Performance Measurement in Service Businesses
    Fitzgerald, L.; Johnston, R.; Brignall, T.J.; Silvestro, R.; Voss, C.
  • Service Operations Management
    Fitzsimmons, J.A.; Sullivan, R.S.
  • Empirical Research Methods in Operations Management
    Flynn, B.B.; Sakakibara, S.; Schroeder, R.G.; Bates, K.A.; Flynn, E.J.
  • Industrial Dynamics
    Forrester, J.W.
  • Service Quality Management: a Process Control Approach
    Haynes, R.M.; DuVall, P.K.
  • Contemporary Issues in UK Bank Delivery Systems
    Howcroft, B.
  • The Theory and Management of Systems
    Johnson, R.A.; Kast, F.E.; Rosenzweig, J.E.
  • Service Marketing
    Lovelock, C.H.
  • Restructuring towards a Service Orientation: The Strategic Challenges
    Martin, C.R.; Horne, D.A.
  • Managing Service Industries
    Mills, P.K.
  • The Neglected Services of Eastern Europe: Some Quantitative and Qualitative Aspects
    Nicholls, R.

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