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Article
Publication date: 26 June 2007

Sergio Cavalieri, Paolo Gaiardelli and Stefano Ierace

The purpose of the paper is to overcome the limitations of the current models available in the literature in terms of relation and consistency between business strategy, service…

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Abstract

Purpose

The purpose of the paper is to overcome the limitations of the current models available in the literature in terms of relation and consistency between business strategy, service chain configuration and performance measurement systems, and on the alignment between strategic, tactical and operational levels of after‐sales decision‐making processes.

Design/methodology/approach

The paper draws on a literature review of after‐sales performance measurement systems and provides a first validation of the proposed integrated model through industrial case studies related to the provision of durable consumer goods in a business to consumer scenario.

Findings

The paper aims to contribute to a better understanding of the factors which influence the performance of after‐sales, in order to allow enterprises to consistently design their corporate after‐sales service strategic performances with those required at operational levels within a service chain.

Research limitations/implications

Further development must be carried out in order to: enlarge the sample of companies and cases where the model can be applied, with a specific extension on a business‐to‐business industry; extend the model to the whole supply and service chain; enrich the framework in order to consider other aspects, as empathy; and develop a full integration with the SCOR model, including the definition of best practices.

Originality/value

The integration of the strategic and operational views subsumed by the framework would allow enterprises in relating more consistently their corporate After‐sales strategic and operational performance within a service chain and to assess the cause and effect relationship between operational drivers and financial and competitive results.

Details

International Journal of Productivity and Performance Management, vol. 56 no. 5/6
Type: Research Article
ISSN: 1741-0401

Keywords

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Article
Publication date: 30 September 2014

10

Abstract

Details

Journal of Manufacturing Technology Management, vol. 25 no. 8
Type: Research Article
ISSN: 1741-038X

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Article
Publication date: 16 July 2018

Giuditta Pezzotta, Claudio Sassanelli, Fabiana Pirola, Roberto Sala, Monica Rossi, Sophia Fotia, Angelos Koutoupes, Sergio Terzi and Dimitris Mourtzis

Nowadays manufacturers companies are increasingly compelled to navigate towards servitization. Different methods and approaches were proposed in literature to support them to…

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Abstract

Purpose

Nowadays manufacturers companies are increasingly compelled to navigate towards servitization. Different methods and approaches were proposed in literature to support them to switch from traditional product-based business model to product service systems (PSSs). However, new knowledge, capabilities and skills were needed to consistently develop PSSs, since they need a joint focus on both customer’s perspective and company’s internal performance and at the same time a proper support for the integration of product and service design. The purpose of this paper is to propose the Product Service System Lean Design Methodology (PSSLDM), a structured methodology to develop PSSs along their entire lifecycle.

Design/methodology/approach

Retrieving concepts from interpretative, interactive and system development research traditions, and strongly reminding the design research methodology framework, the adopted research methodology is composed of three main phases (observation and conceptualization, theory building and tool development, validation) and involved three heterogeneous companies.

Findings

This paper provides an overview of the PSSLDM, explaining how the different methods supporting its conduction should contribute to properly design an integrated PSS. Moreover, companies highlighted several benefits in the different stages along the PSS lifecycle deriving by the adoption of the PSSLDM.

Research limitations/implications

The development of a platform based on the PSSLDM methodology raises a discussion on the possible changes needed by current Product Lifecycle Management (PLM) models and systems when they have to do with PSSs.

Originality/value

The PSSLDM enriches the already proposed SErvice Engineering Methodology, introducing new several components linked by lean rules in each of its phases (starting from customer analysis, going through solution concept and detailed design, until the offering analysis) and better supprting the deatil design of both prodcut and service components.

Details

Journal of Manufacturing Technology Management, vol. 29 no. 8
Type: Research Article
ISSN: 1741-038X

Keywords

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Article
Publication date: 2 November 2023

Pedro Senna, Lino Guimarães Marujo, Ana Carla de Souza Gomes dos Santos, Alberto Eduardo Besser Freitag and Sergio Luiz Braga França

Healthcare supply chains (HCSCs) face severe challenges when compared to regular chains. Besides avoiding bankruptcy, they must accomplish their goal which is to save lives. Since…

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Abstract

Purpose

Healthcare supply chains (HCSCs) face severe challenges when compared to regular chains. Besides avoiding bankruptcy, they must accomplish their goal which is to save lives. Since 2019 the COVID-19 pandemic evidenced that a HCSC disruption generates disruptions to other SCs. Therefore, the objective of this paper is threefold: conduct a systematic literature review to build a HCSC operational excellence (HSCOE) definition; build a conceptual framework by mapping the antecedents of HSCOE and formulate hypotheses; test the hypotheses using a fuzzy-Set Qualitative Comparative Analysis (fsQCA) combined with partial least squares structural equation modeling (PLS-SEM) techniques to obtain empirical validation.

Design/methodology/approach

Given this context, this paper conducted a systematic literature review to build a HSCOE conceptual framework and used a fsQCA combined with PLS-SEM techniques to obtain empirical validation.

Findings

The paper revealed a relationship between important variables to achieve HSCOE, such as Supply chain 4.0, SC risk management, SC integration, SC resilience (antecedents) and HSCOE (consequent).

Originality/value

The literature contributions of this paper are as follows: validating a new scale for each of the constructs; finding evidence of the causal relationships between the latent variables; measuring how the constructs influence the HSCOE; in addition, the results address important literature gaps identified by researchers and serve as a guide to organizations that need to implement these practices. Furthermore, this study recommends that HCSC managers consider the implementation of robust initiatives concerning the latent variables presented in this work.

Details

International Journal of Lean Six Sigma, vol. 15 no. 1
Type: Research Article
ISSN: 2040-4166

Keywords

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Article
Publication date: 21 September 2021

Juliano Endrigo Sordan, Pedro Carlos Oprime, Marcio Lopes Pimenta, Sérgio Luis da Silva and Mario Orestes Aguirre González

This paper aims to develop a conceptual framework of the implementation of the contact points (CPs) between Lean Six Sigma practices and Industry 4.0 technologies.

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Abstract

Purpose

This paper aims to develop a conceptual framework of the implementation of the contact points (CPs) between Lean Six Sigma practices and Industry 4.0 technologies.

Design/methodology/approach

A systematic literature review was carried out based on two samples. A first sample containing 78 articles was analyzed through bibliometric indicators. After that, a second sample of 33 articles was analyzed in-depth according to research questions.

Findings

The conceptual framework involves 13 CPs between Lean Six Sigma (LSS) practices and I4.0 technologies (what), going through the technical requirements needed (how), categorized as information technology (IT), automation and competence requirements, to finally present the main results reported in the literature (why).

Research limitations/implications

This paper presents an innovative perspective of interactions between digital technologies and LSS practices, expanding knowledge about Digital LSS. Such perspective gives emphasis to the importance of technical requirements, such as communication and connectivity protocols, network topology, machine-to-machine communication (M2M), human–machine interfaces (HMI), as well as analytical and digital skills.

Practical implications

The managerial implications regarding the digitalization of LSS practices address the investments required for the acquisition and maintenance of cyber-physical systems (CPS). Moreover, there is a need for the development of skills so that operators can successfully use the new technologies in a context of continuous improvement.

Originality/value

This paper presents a conceptual framework covering 13 CPs between LSS practices and Industry 4.0 technologies, the technical requirements and the expected results. It is hoped that this framework can assist future research and operational excellence projects towards digitalization.

Details

International Journal of Quality & Reliability Management, vol. 39 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

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