Arijit K. Sengupta, Biman Das and J. Pemberton Cyrus
The purpose of this paper is to describe the use of computer simulation for performance improvement analysis for a large‐scale ergonomic intervention and redesign project of a…
Abstract
Purpose
The purpose of this paper is to describe the use of computer simulation for performance improvement analysis for a large‐scale ergonomic intervention and redesign project of a supermarket checkstand. Owing to its relatively complex operating logic, coupled with myriad physical characteristics of grocery items and variable buying patterns, conventional methods of analysis are impractical.
Design/methodology/approach
The probability distributions of activity time elements and system characteristics are determined from video analysis of the checkstand operation. A SLAM II model represented the functional logic and random samplings from probability distributions simulated effects of variable grocery characteristics and buying patterns. The utilization indices obtained from the model facilitated prioritizing design improvements. The proposed design changes of the checkstand are implemented in the model by applying scaling factors estimated from the predetermined time standards.
Findings
The mean performance rates of the present and the proposed (ergonomic) checkstand design are predicted within ±2 percent of the true mean values with 90 percent confidence. Owing to high variability of activity time elements and system parameters, it would be impractical or would be prohibitively expensive to achieve comparable precision level of analysis, if a conventional time study technique is used.
Originality/value
This investigation has demonstrated for the first time that a computer simulation methodology can be used advantageously for determining the effect of design layout change of a complex workstation, such as a supermarket grocery checkstand.
Details
Keywords
Qile He, Abby Ghobadian, David Gallear, Loo-See Beh and Nicholas O'Regan
– Recognizing the heterogeneity of services, this paper aims to clarify the characteristics of forward and the corresponding reverse supply chains of different services.
Abstract
Purpose
Recognizing the heterogeneity of services, this paper aims to clarify the characteristics of forward and the corresponding reverse supply chains of different services.
Design/methodology/approach
The paper develops a two-dimensional typology matrix, representing four main clusters of services according to the degree of input standardization and the degree of output tangibility. Based on this matrix, this paper develops a typology and parsimonious conceptual models illustrating the characteristics of forward and the corresponding reverse supply chains of each cluster of services.
Findings
The four main clusters of service supply chains have different characteristics. This provides the basis for the identification, presentation and explanation of the different characteristics of their corresponding reverse service supply chains.
Research limitations/implications
The findings of this research can help future researchers to analyse, map and model forward and reverse service supply chains, and to identify potential research gaps in the area.
Practical/implications
The findings of the research can help managers of service firms to gain better visibility of their forward and reverse supply chains, and refine their business models to help extend their reverse/closed-loop activities. Furthermore, the findings can help managers to better optimize their service operations to reduce service gaps and potentially secure new value-adding opportunities.
Originality/value
This paper is the first, to the authors ' knowledge, to conceptualize the basic structure of the forward and reverse service supply chains while dealing with the high level of heterogeneity of services.
Details
Keywords
The purpose of this paper is to evaluate the interrelationship between process recovery, employee recovery and customer recovery in a financial services call centre. The authors…
Abstract
Purpose
The purpose of this paper is to evaluate the interrelationship between process recovery, employee recovery and customer recovery in a financial services call centre. The authors also investigate how process recovery affects customer recovery via employees – the bridge between organisation and customers.
Design/methodology/approach
A case study–based approach is adopted in this study, and data triangulation is achieved through multiple data collection methods including semi-structured interviews, employees’ survey and company reports. Justice theory is the theoretical lens considered to understand the “service recovery (SR)” phenomenon.
Findings
This paper helps in understanding the relationship of process and employee recovery with customer recovery. Findings suggest that SR could be used for complaint management as well as in understanding and addressing the gaps in internal operations and employee skill sets. Factors such as training, operating systems, empowerment, incentives, and feedback were identified as critical in providing effective SR. Process improvement is necessary to control complaints by conducting root cause analysis and learning from failure.
Research limitations/implications
Findings are limited to a case company in financial services sector and thus limit its generalisability to other context. Questionnaire distributed to employees only included important dimensions of SR, which would be further developed in future research.
Originality/value
This paper explores the specific reverse exchange strategies, termed in this paper as SR, and analyses the different factors responsible for better performance in the exchange process. The paper highlights how the imbalance in the process and employee recovery dimensions can impact on customer recovery. Closing the customer complaint loop by using the SR perspective may help organisation to not only deal with complaints in a better way but also prevent such complaints in the future.