生产管理理论的跃升——读《管理:从系统性到复杂性》

盛昭瀚教授的《管理:从系统性到复杂性》一文将管理的完整性拓展到“一个完整的过程”, 体现了管理的动态特征, 同时从管理的系统性出发, 全面论述了管理的复杂性, 并构建了“复杂性管理”的体系架构.文章从认识上将管理从系统性视角深化到复杂性的视角, 从哲学上阐述清楚其中的本质属性的关联和演进, 从方法论层面给出辨识其与一般性管理的准则, 从可操作性方面搭建了复杂性管理的理论方法体系, 具有深刻洞见, 是生产管理理论的一个重大的跃升.同时, 文章带给我们重要启示:对不同的管理问题, 应采用不同的管理理论和方法, 因此除生产 (服务) 管理活动外, 如何针对更加广义的管理活动构建“恰当性管理”体系架构将是未来管理学中极具研究价值的方向.     

现金流管控体系的设计和实施——以YF集团公司为例

正YF集团公司现金流管理的特征和问题1.现金流管理的特征YF集团公司于1992年11月创建,经营业务范围有电力开发与生产、工程招标代理、科技信息开发服务、酒店旅游、通信工程、房屋租赁等。经过多年的发展,YF集团公司形成了一些特征:(1)YF集团公司的现金流流动较复杂,容易在其子公司形成资金沉淀,使现金流不能发挥到最大的效用。(2)YF集团公司各子公司的现金流可形成经济协同效应。     

新的探索 新的希望

服务业的蓬勃发展和制造业对服务问题的空前关注，不仅改变了社会经济的构成和”人们的生活方式，而且对企业管理研究提出了新的要求。建立在物质：品生产基础上的传统科学管理理论和方法的有效性受到限制，探泰适合于服务终性的新的管理理论和方服务管理是目前国内外管理学界一个新的重要研究领域，本期以“服务管理研效”为主题刊发的几篇文章，大多是中外学者在该领域的最新研究成果。民陈著名的服务营销学专家格级鲁斯博士在《从科学管理到服务管理：服务竞争对他钓管理视角卜文中，从理论上阐述了服务管理和科学管理的区别，并在此基冰…     

面向智能制造的智能工厂运营管理

在互联网与大数据环境下，面向智能制造的智能工厂呈现出生产运营更加复杂多变、创新知识更加密集、制造过程更加不确定和难以预测、运营管理更加注重服务价值等新的发展特征。本文从智能工厂运营管理体系出发，分别从智能工厂服务模式的自组织创新、智能工厂知识管理的自学习创新、智能工厂调度优化的自适应创新3个方面，探索新一代信息技术条件下智能工厂运营管理的理论内涵和技术方法。为创新智能工厂的运行模式、提升其管理水平提供理论与方法支撑，以期满足我国制造企业实现向智能制造转型升级的需求。     

基于美宜佳案例的零售虚拟企业模式研究

如何改变国内零售企业在竞争中的不利局面,是学术界和企业界关注的一个重要问题.受美宜佳案例的启发,结合生产领域中虚拟企业的一些思想,提出了一种新的基于服务能力的零售虚拟企业模型及其供应链解决方案,并以该案例为蓝本研究了一类零售虚拟企业模型的商业实践,讨论了这种模型对零售企业的管理优化和赢利模式的影响.案例研究结果表明,零售虚拟企业模型实现了零售商从出售商品到输出服务,以及从靠购销差价赢利到服务增值赢利的转型,促进了零售企业在较低成本下的良性互动发展.     

“一拨就灵”：铜官山区的承诺

从一部便民热线到一个网络平台再到一个信息服务中心,＂1890＂的出现和发展壮大,体现了一种精细化、便捷化、多元化、高效化的社会管理和服务趋势,其中数字技术在支撑和完善这一趋势中扮演着重要角色。     

西方企业管理发展新趋势

<正> 本世纪80年代以来,由于科学技术的迅猛发展,由于劳动性质以及人们对工作定义认识的改变,由于国际经济逐步走向一体化,企业管理,特别是欧美以及日本等经济发达国家的企业管理发生了重大变化,其趋势主要表现在以下七个方面. 从管理科学到管理艺术 管理究竟是科学还是艺术?这是一个自管理活动作     

分布移动环境下的生产模式研究

分布移动环境给企业的产品开发、生产和经营活动带来了新的挑战.本文提出分布移动环境下的生产模式--面向服务架构的敏捷制造(AMSOA),借鉴敏捷制造及动态联盟等现代制造模式,利用面向服务的架构、业务流程管理和语义Web服务等相关的标准和技术构造企业业务集成服务平台,利用无线服务中间件集成移动业务.此外,研究了该模式的AMSOA内涵、应用体系结构、关键技术等,为企业快速组织生产、增强企业生存竞争能力提供了一种新的解决方案.     

建立以客户为导向的现代电信企业价值链组织结构模型——基于中国铁通省级分公司组织结构模型研究

本文分析从企业管理端到业务生产端再到的客户端链条,利用“价值链”理论,结合斯隆模式,制订出中国铁通省级分公司组织结构的模型,将原繁琐、管理多重的“三级块状机构”重新设计为“生产垂直管理、后台水平管理”的价值链组织结构。一、前言2008年5月23日,国务院宣布中国电信行业再次重组,其中中国铁通并入中国移动成为其下的一家全资子公司。在新的竞争环境与形式下,以客户为导向制定战略、设计组织结构变成了铁通迫切的需要。二、理论分析方法1.价值链分析法。价值链分析法是由迈克尔.波特(Michael Porter)第一个提出的。通常在三个层面展开。一是行业层面,即行业上下游企业之间形成的行业价值链;二是企业内     

行政服务中心流程再造的影响因素:浙江实证

公共服务变革是一个从大政府小服务到小政府大服务的流程再造过程,行政服务中心是这一过程的重要载体.通过对浙江57家行政服务中心1009个部门/窗口负责人的问卷调查,运用多元线性回归方法探讨现阶段行政服务中心流程再造的主要影响因素.研究表明,流程绩效受到策略规划、企业家素质、窗口状况、信息化、部门合作、中心管理、互联互通等多方面因素的共同影响,公共服务再造的结果绩效主要受中心管理、企业家素质、部门合作、窗口发展等因素的影响.实证表明,浙江行政服务中心的发展正处于公共服务变革从第二阶段到第三阶段的过渡期,即前台整合、后台开始整合的阶段,第二阶段扎实的流程改造方面的努力(审批制度改革等)获得回报,流程规则步入正轨,但结果绩效相对较小且面临进一步突破的瓶颈.此外,还得到个别反常识的结果.     

New Service Development Competence and Performance: An Empirical Investigation in Retail Banking

What can service firms do to improve their ability to offer new services? In this paper we argue that new service development success results from building a competence in the management of service development resources and routines. We conceptualize new service development competence as a multidimensional, second‐order latent construct that is represented by a system of four interrelated and complementary dimensions: (1) formalized new service development processes, (2) market acuity, (3) new service development strategy, and (4) information technology use and experience. We hypothesize that the growth of new service development competence is related to improved new service development performance. Using structural equations modeling, we analyze survey data from 166 retail banks and report three key empirical findings. First, we show that the four hypothesized dimensions are statistically significant in defining new service development competence. Second, contrary to conventional wisdom in new product development, we find that formalized processes play a lesser role in the success of new service development compared with the other three dimensions. Instead, market acuity—which captures the firm's ability to see the competitive environment clearly and to anticipate and respond to customers' evolving needs and wants—was the most important new service development competence indicator. Finally, we demonstrate the positive effect of new service development competence on new service development performance and show that new service development competence is also significantly related to business‐level performance. Together, our empirical results suggest that complementary benefits arise from the adoption of a more holistic approach to the management of new service development at the program level.     

Introduction to Innovation WITHIN and ACROSS Borders: A Review and Future Directions

Innovation is an integral part of every firm's ongoing operations. While new product and service creation is an essential task to ensure a firm's immediate success in the marketplace, process and supply chain innovations can also create a unique source of competitive advantage for the future. Encouraging innovative thinking, developing new innovations, and managing the processes by which those innovations are developed are critical aspects of today's firm. Consequently, research which aids in the creation and maintenance of innovative firms is an important topic of inquiry for research communities on innovation management, including the operations management and information systems communities. We review the literature in this important area and offer suggestions for future research on the following topics: innovation within a firm and across the supply chain, technology management, and new product and service development.     

The Influence of Service Orientation on B2B e‐Service Capabilities: An Empirical Investigation

E‐Services, or the company's portfolio of service offerings available to its customers through the Internet, are an emerging area of interest to operations management. Yet little is known about the operations and capabilities needed for provision of business‐to‐business (B2B) e‐services. This paper aims to make a contribution toward closing this gap. First, we develop a new construct of B2B e‐service capability, a term that captures a generic set of five interrelated and complementary dimensions: (1) e‐service recovery, (2) e‐customization, (3) ease of navigation, (4) service portfolio comprehensiveness, and (5) information richness. These combined operational abilities are associated with B2B service delivery, including its portal design, technology architecture, and mix of product and service offerings. They are posited to be necessary for delivering effective B2B e‐services. We also argue that, both service orientation (SO) and customer receptivity to technology, influence B2B e‐service capability. We empirically test a path model using structural equation modeling on a sample of 181 businesses that have deployed B2B e‐services. We find that the influence of SO on performance is not direct but rather mediated by the e‐service capability, a finding that holds for both goods producers and service providers. We suggest that a firm's SO may mitigate industrial customers' resistance toward conducting business online.     

Just-in-time in ATO vehicle manufacturing: The Minivan-Piaggio V.E. case study

The system adopted by Piaggio V.E. to run the production of 'Minivan' aims at conciliating the manufacturing philosophy 'just-in-time' JIT with the creation of a wide range of end-product codes. Some general assumptions for a JIT production, with small lot sizes, are described together with their implementation in the operationorganizing system adopted by Piaggio V.E. for the 'Minivan' assembly line. The strategy pursued by Piaggio V.E. for the Minivan focuses on the quality of the product and the level of service in the form of fast order cycle and a high number of options offered on catalogue. According to the logic of an ATO production system, the customer orders a customized product and the manufacturer does not keep any finished inventory, but aims at effective management of the information flows.     

Strategic responses to imposed innovation projects: The case of carbon capture and storage in the Alberta oil sands industry

Today's ‘activist’ attitudes and strong power of non-market stakeholders (such as government agencies, non-governmental organizations, labor unions) have triggered the phenomenon of imposed innovation projects. These are investment projects carried out by profit-seeking firms primarily in response to the demands of influential non-market stakeholders. Such projects are supposedly instrumental to the emergence of new, socially beneficial products and production processes. We use a stakeholder management perspective to analyze the case study of a set of salient imposed innovation projects in the realm of carbon capture and storage (CCS) technology, pursued in the 2011–2014 period by a number of energy companies in Western Canada. We describe the peculiarities of these projects and reveal the scope and drivers of firm-level actions in response to the pressure to pursue imposed innovations. The findings reveal a spectrum of strategic responses to imposed innovation pressures, with varying degrees of cooperation with other economic actors, and varying levels of engagement to tailor the imposed innovation to the firm's technological profile. We develop a set of propositions on the performance implications for firms implementing imposed innovation projects. The paper concludes with recommendations for policy makers concerned with the improved diffusion and effectiveness of such projects.     

Strategic information management in global manufacturing

Responding to new forces on the competitive landscape, global manufacturing companies are restructuring corporate cultures, organizational cofigurations and management coordination channels and styles. The emergence of flexibility as a prime competitive parameter for manufacturing is paralleled by companies shifting toward flexible, adaptive structures. A major challenge is to develop and deploy information technologies linking organizational subgroups for a streamlines process of new product/service creation and delivery. This article describes the convergence of information management and manufacturing activities over the past 30 years and suggests what the future will hold.     

Managing Internet Product Returns: A Focus on Effective Service Operations

Product returns present one of the biggest operational challenges in the world of Internet retailing due to the sheer volume and cost of processing returns. But returns also represent an often‐missed opportunity to manage customer relationships and build customer loyalty to the retailer. Based upon data from a survey of 464 customers of five different Internet retailers, this article explores how firms' returns management systems affect loyalty intentions. We draw upon extant literature in the fields of Internet retailing, service quality, supply chain management, and customer satisfaction/loyalty to develop a model and a set of hypotheses relating ten latent variables in the service returns offering area. Our resulting structural equation model provides evidence of the impact of the returns management system upon customer loyalty intentions. The model also identifies effects on loyalty intentions arising from customers' satisfaction with, and perceptions of, the value of the returns service offered. These findings will help inform managers' choices regarding investment in the returns management system as an element of service quality improvement and a potential means of improved profitability. In addition, this study's empirical exploration and testing of a returns management model in the Internet retailing environment is a contribution to the currently underrepresented body of academic literature linking marketing and supply chain management in the context of end consumers.     

Foundations and Implications of a Proposed Unified Services Theory

Diverse businesses, such as garbage collection, retail banking, and management consulting are often tied together under the heading of “services”, based on little more than a perception that they are intangible and do not manufacture anything. Such definitions inadequately identify managerial and operational implications common among, and unique to, services. We present a “Unified Services Theory” (UST) to clearly delineate service processes from non‐service processes and to identify key commonalities across seemingly disparate service businesses. The UST defines a service production process as one that relies on customer inputs; customers act as suppliers for all service processes. Non‐services (such as make‐to‐stock manufacturing) rely on customer selection of outputs, payment for outputs, and occasional feedback, but production is not dependent upon inputs from individual customers. The UST reveals principles that are common to the wide range of services and provides a unifying foundation for various theories and models of service operations, such as the traditional “characteristics of services” and Customer Contact Theory. The UST has significant operational corollaries pertaining to capacity and demand management, service quality, services strategy, and so forth. The UST provides a common reference point to which services management researchers can anchor future theory‐building and theory‐testing research.     

Supply chain management: a supplier perspective

A new way of researching into supply chain management is introduced by adopting a supplier perspective. Details are given of mixed integer linear planning and simulation models. The planning model takes into consideration firm and forecast orders (customer's forecast purchasing orders) and the behaviour of the supplier's suppliers and suppliers' subcontractors. The simulation model takes into account the dynamic behaviour of the supply chain and includes the planning production behaviour of a supplying company based on the planning model. The supplier manager can use the simulation model to determine what kind of parameters most affect company performances and then propose new management rules. Quantitative results that prove the benefits of integrating forecast orders for an aeronautic supplier have been provided.     

Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing

The concept of value and, more specifically, customer value is of increasing interest to both academics and practitioners. This paper undertakes a substantial review of past and current literature on value and categorizes this considerable body of research into nine streams of literature. Building on the emerging relationship marketing paradigm, it then proposes a framework for relationship value management. Nine core streams of value literature are identified and discussed: consumer values and consumer value; the augmented product concept; customer satisfaction and service quality; the value chain; creating and delivering superior customer value; the customer's value to the firm; customer‐perceived value; customer value and shareholder value; and relationship value. To date, the core focus of most of this literature has been on the nature of value from the perspective of the organization and its customers – the customer–supplier relationship. However, it is argued that the emergence of the relationship marketing paradigm has emphasized the role of other stakeholders in building relationships. An existing multiple stakeholder model of relationship marketing, the six markets model, is introduced and is integrated with key concepts from the value literature to produce a conceptual framework for relationship value management.