Implications and Applications of a Behavior Systems Perspective

Improving employee performance in an organization seems to cycle back and forth among six broad approaches. Rather than debate which approach is most effective, the argument is made that each approach is simply one aspect of a larger behavior system. The ultimate answer, then, is to integrate these approaches within an overarching behavior systems perspective. A potential behavior systems perspective is described as well as its implications for employee performance improvement. An expansion of OBM graduate curricula is recommended that includes more diverse improvement strategies.     

基于PDCA的供应链视角下物流客户服务绩效评价研究

在系统总结国内外相关文献的基础上,设计了基于PDCA循环的供应链视角下物流客户服务绩效评价流程,并针对每个流程给出了控制重点,旨在通过对绩效评价流程的规范管理,不断提高物流客户服务绩效和供应链整体绩效水平。在绩效评价方案设计环节提出了给予供应链整体绩效提升的物流客户服务绩效评价方法和指标体系,在绩效评价方案实施环节给出了应用模糊层次分析法选择物流服务商的步骤。     

高绩效工作系统、组织学习能力与企业绩效的关系研究

以往对组织学习能力进行研究的较多,但同时涉及前因及后果变量,从系统的角度对其进行的研究相对较少。本研究导入系统的观点,建立起以高绩效工作系统为前因变量,以企业绩效为结果变量的研究模型;对782个中国企业样本的实证研究结果表明,组织学习能力在高绩效工作系统和企业绩效之间起部分中介作用。本研究为高绩效工作系统以及组织学习能力的相关理论研究提供了新的视角,提示企业应与现代管理方式接轨,注重组织学习能力与各项人力资源管理实践相互协同的作用。     

Implementing an improved inventory control system in a small company: a case study

The paper presents the implementation of an improved inventory management control system in a small company. The project took place at Trojan Mine, a company involved in mining mineral resources. Firstly, a conceptual framework for the design of an inventory control management system is developed. Secondly, a very effective user-friendly inventory control tool for determining the category A items was developed using EXCEL spreadsheet; a tool that is an asset to the company since it can be used in future. Finally, key performance indicators were also established to give benchmark to operations. The improved inventory control management system developed is found to offer improvement to the performance of the company since capital tied up in overstocking items of high annual usage value is released.     

Visual management system to improve care planning and controlling: the case of intensive care unit

Health Lean Management (HLM) is usually implemented to enhance the operational performance in health care; nevertheless, scant attention is devoted to visual control and daily accountability processes. This paper aims at investigating how to adopt a visual management system to: plan and control patient journey in health care operations and perform a continuous improvement process. Conducting in-depth interviews and observations, participating in meetings and collecting documentation, the patient journey board and daily briefings of an Intensive Care Unit were studied and improved. In the patient journey board, the Plan, Do and Check phases were reported, distinguishing between actual and planned actions for the patient care. The daily meetings were organised and a continuous improvement board was also developed to solve specific issues (Act phase), by creating ad-hoc teams, involving the staff and reporting transparently on the board. Operational and sociotechnical performance, before and after the adoption of HLM, were assessed demonstrating the effectiveness and efficiency of visual management tools.     

Performance management of suppliers in outsourcing project: case analysis from the financial services industry

This study investigates the characteristics of an effective performance management framework for outsourcing projects in a UK-based financial services organisation and how this may contribute to the success of the outsourcing arrangement. The analysis draws on outsourcing and performance management theory, and uses both primary and secondary data. Valuable information was found on objective setting, performance measurement and performance improvement in the outsourcing project. An adapted version of the Balanced Scorecard, termed a Logic Scorecard, is suggested as a measurement tool; a service credit system and a continuous improvement schedule used to enhance supplier performance. The performance management framework, which is one of the pillars of the supply chain operations reference (SCOR) model, was developed, and provides practitioners with step-by-step guidance for the implementation of performance management in outsourcing projects. This combines both suggestions for performance management before and after the outsourcing decision, thus considering the entire outsourcing lifecycle. The proposed 10-step framework for outsourcing not only incorporates strategic propositions but also shows its implementation at an operational level.     

TMT异质性、战略变革与绩效改善的关系研究——基于绩效下滑的非多元化企业的数据实证

本文基于高阶梯队理论,针对以往TMT研究的关键问题,探讨绩效下滑的非多元化企业CEO继任后,TMT异质性、战略变革和绩效改善的关系。本文选取了沪深两市2005-2013年相关数据为研究变量,对2008-2010期间发生CEO变更的145家绩效下滑的非多元化企业进行实证研究,结果表明,TMT任期异质性对战略变动有显著负向影响,战略变动对企业绩效变化没有显著影响,战略背离对企业绩效变化有显著负向影响。当我们探索性的测量战略变革的方向时,发现战略变动与企业绩效变化呈U型关系,战略背离与企业绩效变化呈倒U型关系。本研究不仅为绩效下滑的非多元化企业转型战略研究提供一个新的视角,而且为绩效下滑企业选择高管团队提供了决策的依据。     

Application of Design for Six Sigma tools in telecom service improvement

Abstract

Six Sigma is a systematic methodology aiming at operational excellence. Under the general umbrella of Six Sigma, DMAIC and Design for Six Sigma are usually be implemented to improve product and process quality. Facing quality bottlenecks in traditional improvement projects, tools in Design for Six Sigma is an efficient way to achieve better results. In this paper, to meet the high-quality requirement of key clients, a telecom service system improvement project is illustrated by redesigning troubleshooting and service delivery processes in company Shanghai Telecom Co. Ltd. (ST) with the aid of some Design for Six Sigma tools. Company ST improved its service system performance and obtained significant economic benefits from this project implementation. Four key factors that affect the success of Design for Six Sigma tools application in improvement projects are discussed at last.     

Improving supplier performance using a comprehensive scheme

Improving and coordinating buyer and supplier efforts to increase productivity and competitive advantage in a supply chain is an important issue. Numerous studies have proposed models, principles and criteria for supplier evaluation and selection. Hence, evaluating and improving supplier performance are important when building long-term supply chain competitiveness. This study presents a novel and comprehensive framework that illustrates the linkages between evaluating supplier performance and planning improvements. The proposed framework comprises four parts: building an evaluation model, evaluating supplier performance based on the buyer perspective, evaluating supplier performance based on the supplier perspective and scheduling improvement tasks. This study applies a hybrid genetic algorithm to help suppliers schedule improvement tasks based on the evaluation findings. Finally, evaluation data of a light-emitting diode (LED) manufacturer in Taiwan is used to interpret the procedure and verify model effectiveness.     

Implementing lean information management: the case study of an automotive company

Worldwide modern organisation is continuously crossed by a great number of information but frequently information is not accurate, the needed information is not generated or it cannot be easily identified and, more, the information cannot flow through the whole organisation. This paper proposes the application of lean thinking in the field of information management. In the areas of manufacturing and production, the lean thinking is well known but usually the importance of a holistic approach is neglected and the improvement involves only the production and logistic areas and there is not a specific focus on the lean information management. We applied lean thinking to information management in order to improve the performance of an automotive company. We analysed the as-is company condition, we identified the present muda and we introduced the necessary changes. Then, we verified the modification efficiency through the calculation of a performance index. The paper proposes an interesting and exhaustive case of lean information management application and it highlights the possible improvement of such approach. The results of this study are not sector specific: they are not only applicable by other automotive industries, but they can also be extended to many other sectors.     

An integrative approach to assess environmental and economic sustainability in multi-tier supply chains

Abstract

Multi-tier supply chain sustainability is paramount to achieve corporate sustainability, due to the significant impacts from organisations beyond the focal firm boundaries and its direct suppliers. However, including environmental considerations within the dominant profit-centric logic of supply chain related decisions is prone to generate sustainability tensions. This work aims to support organisations address tensions between sustainability dimensions by adopting an integrative approach for sustainable supply chain management performance assessment thanks to an innovative eco-intensity based performance assessment method, which achieves a balanced consideration of environmental and economic performance in a weak sustainability perspective. The method, using primary data sourced from actual practice and featuring an indirect multi-tier approach with decentralised responsibilities across organisations, is applied to a case study of a machinery supply chain. The proposed integrative approach can support addressing sustainability tensions in the area of sustainable supply chain management, facilitate sustainable supplier evaluation and identify supply chain hotspots for operational improvement.     

A Knowledge Framework Underlying Process Management*

Organizations are increasingly implementing process‐improvement techniques like Six Sigma, total quality management, lean, and business process re‐engineering to improve organizational performance. These techniques are part of a process management system that includes the organizational infrastructure to support the improvement techniques. The knowledge‐based view of a firm argues that organizational knowledge is the source of competitive advantage. To the extent that the process management system enables knowledge creation it should be a source of competitive advantage. This study investigates the underlying framework and factors of a process management system that lead to organizational knowledge creation. Prior studies have considered knowledge creation in process improvement, but none have considered the role of the process management system. Specifically, the study uses the case study method to investigate multiple levels (organization level and project level) of two firms using Six Sigma as their chosen process management system. Analysis of the cases reveals that the leadership creates a supportive infrastructure enabling process‐improvement techniques to effectively create organizational knowledge. Interestingly, focusing on decision‐making tools and methods may not be effective without developing a supportive infrastructure. The proposed framework provides a basis for organizational leaders to think about how to design and implement a process management system to better enable knowledge creation in organizations.     

面向CRM的动态质量体系管理数据的模型

以ISO9000质量管理体系为背景,本文详细地分析了企业质量体系管理的信息层次结构与流程,针对质量体系的制定、改版以及质量持续改进,研究了质量体系管理对数据模型的复用性、可引用性与可回朔性的要求,讨论了现有质量管理信息系统的局限性,提出了动态质量体系管理数据模型,给出了模型的结构和功能,总结了所提模型的特点。最后,给出了实例分析。     

投资型人力资源管理系统与企业绩效的关系研究

本文根据对中国116家企业的人力资源实践状况的调查结果,分析了人力资源管理实践与企业绩效之间的关系.本文通过因素分析.揭示了投资型人力资源管理系统的内容结构,同时基于人力资源实践的组合,划分了高低水平人力资源实践组别并对其进行了比较.接着本文进行了相关分析和回归分析,分析投资型人力资源管理系统、人力资源战略整合与企业绩效之间的关系.研究发现,企业绩效不仅与部分人力资本投资活动存在积极的联系.而且与人力资源管理系统和企业战略的整合程度有关.论文的研究结果增加了我们在高绩效工作系统方面的知识.为当前我国企业的人力资源管理实践提供了重要的启发.     

Six things to manage--Designs

Transportation in reverse logistics (RL) plays a significant role and has impact on overall RL performance. Efficiency, effectiveness and impact are the distinct components of RL transportation. Balancing these components requires the implementation of an effective performance measurement (PM) system. The perspectives of balanced scorecard have been used where enterprises can link their performance to their transportation practices, which do not provide an understanding of the RL transportation operating objectives and the developing strategies through an analysis of stakeholders. This article proposes the comprehensive PM of transportation system, which is multi-angle perspective for RL enterprises. Recognising the multiple criteria nature of the problem, this article uses analytical hierarchy process methodology in order to find an overall comprehensive performance index, which is critical to the success of the RL transportation operations to assist logistics managers, researchers, transportation planners and decision-makers.     

Performance measurement: a critical analysis of the literature with respect to total quality management

This paper represents a comprehensive review of the literature on performance measurement. The roadmap used for this analysis is from the evolution of performance measurement, to the way it is currently defined and how it is applied from a corporate-wide perspective. One useful contribution of this review is a special focus on performance measurement in a non-financial, non-traditional sense. This discussion was further amplified by referring to newly developed tools and techniques and by highlighting critical factors of success in the application of performance measurement.
The key factors from this literature review reveal that, although interest in the area of measurement is growing significantly, this is not reflected by the tangible and credible experiences in the organizations concerned. There is a concurrent view amongst various writers that there are both hard and soft issues reflecting, for instance, the lack of strategic thinking and goal clarity, putting measurement systems in the driving seat and therefore trusting unreliable designs and not focusing on the true ethos of modern measurement towards continuous improvement and thereby not engaging employees and neglecting the culture change aspects.
The paper concludes by highlighting the dearth in research in the important field of performance measurement and, in particular, the design and implementation of performance measurement systems that cover all the essential aspects through an integrated perspective.     

绩效立方体：基于可持续发展的企业绩效评价模式研究

为了弥补基于单一底线的绩效评价体系的缺陷,对基于可持续发展的企业价值取向和目标进行了分析,指出基于可持续发展的企业是利益相关者缔结的多元资本共生体,应追求经济利益、生态利益、社会利益的和谐发展.在此基础上,将评价内容、实现环节和评价对象3个维度相结合,构建了绩效立方体模型.最后,设计了企业层面的绩效评价指标体系和绩效矩阵,并进行了初步应用.     

Integration of IPA and QFD to assess the service quality and to identify after sales service strategies to improve customer satisfaction – a case study

Customer satisfaction is considered very essential nowadays as it shows how firms are dedicated to afford quality products or services to their customers. Retaining the existing customer and acquiring the new customers are the basic objectives of any organisation and after sales service (ASS) has acquired a strategic role as a mean to achieve customer satisfaction. Importance–performance analysis (IPA) and quality function deployment (QFD) are the powerful tools successfully applied in many fields. However, studies on application of these tools in investigating the ASS quality and customer satisfaction seems to be scarce. This article investigates linking of IPA, which is a simple and effective customer satisfaction tool and QFD in the improvement of ASS attributes in an effort to determine the appropriate ASS strategic action plans to be adopted with the objective of enhancing customer satisfaction. In this study, a customer-driven model is proposed to examine the importance of the various ASS attributes and the performance of the organisation via questionnaire survey, and through the IP analysis, the areas to be focused are identified to help the decision makers in devising suitable policies, to improve the ASS performance. This is achieved through the employment of QFD that will help decision makers in the strategic planning to attain better customer satisfaction. A case study is carried out to exhibit the effectiveness of the developed model in a firm involved in manufacturing the home appliances.     

Performance management theory: A look from the performer's perspective with implications for HRD

Performance management methods are receiving increased attention as organizations seek performance gains from their workforces during challenging economic times. In this paper, the construct of performance management is challenged along two lines: how applied models do not take full advantage of existing theories of work motivation; and how the impact of performance management will continue to be constrained as long it remains a predominantly top-down process. Several relevant theories of motivation are examined to illustrate gaps between theory and practice and to provide a basis for looking at performance management from the performer's perspective. Resulting implications for the human resource development (HRD) field are discussed.     

组织单元间的差异性对信息系统应用绩效影响

以组织信息处理理论(OIPT)为理论基础,从组织单元层面出发,提出中间利益的概念,建立了理论模型,研究组织单元间的差异性是如何通过中间利益对信息系统应用绩效产生影响,这种研究把前人从组织整体上研究信息系统应用绩效深入到组织单元层面.论文通过对22家应用信息系统的制造企业进行问卷调查,使用结构方程模型分析方法,通过实证分析,揭示了企业应用信息系统的绩效有所不同的原因,为企业提高信息化应用绩效奠定理论基础.