Journal of Manufacturing Technology Management: Volume 21 Issue 4

Transforming mass production contact centres using approaches from manufacturing

Marisa K. Smith, Peter D. Ball, Umit S. Bititci, Robert van der Meer

The purpose of this paper is to identify theories from manufacturing which can be applied to alleviate current issues within contact centre organisations. As contact centres…

Challenges in transforming manufacturing organisations into product‐service providers

Veronica Martinez, Marko Bastl, Jennifer Kingston, Stephen Evans

The purpose of this paper is to present challenges experienced by UK manufacturing companies undergoing a servitization journey to becoming product‐service providers.

Service postponement: Translating manufacturing postponement to service operations

Biao Yang, Ying Yang, Sharon Williams

The paper aims to explore the application of manufacturing postponement in a service setting.

Managing patient flow using time buffers

Roy Stratton, Alex Knight

The purpose of this paper is to determine how and why theory of constraints based time buffer management has contributed to improved patient flow in health and social care…

Process management in healthcare: investigating why it's easier said than done

Andreas Hellström, Svante Lifvergren, Johan Quist

The purpose of this paper is to investigate what happens when a new management idea with manufacturing origin is implemented in a healthcare organization. In this paper, it is…

The implementation of lean Six Sigma in financial services organizations

Catarina Delgado, Marlene Ferreira, Manuel Castelo Branco

The purpose of this paper is to obtain pertinent information pertaining to benefits accomplished, main difficulties felt, and key lessons learned in the implementation of lean Six…

Transferring best practices between the manufacturing and service sectors (including invited contributions from the 16th EUROMA Conference) – Part 2

Michel Leseure