-
1
-
-
66249125195
-
Glean lean: How to use lean approach in services industries?
-
Abdi, F., Shavarini, S. and Hoseini, S. (2006), "Glean lean: how to use lean approach in services industries?", Journal of Services Research, Vol.6, special issue, pp. 191-206.
-
(2006)
Journal of Services Research
, vol.6
, Issue.SPEC. ISSUE
-
-
Abdi, F.1
Shavarini, S.2
Hoseini, S.3
-
2
-
-
0034323197
-
Control your inventory in a world of lean retailing
-
November/December
-
Abernathy, F., Dunlop, J., Hammond, J. and Weil, D. (2000), "Control your inventory in a world of lean retailing", Harvard Business Review, November/December, pp. 169-176
-
(2000)
Harvard Business Review
-
-
Abernathy, F.1
Dunlop, J.2
Hammond, J.3
Weil, D.4
-
3
-
-
66249123443
-
Disaffected nation
-
Acland, H. (2005), "Disaffected nation", Marketing, Vol.8, pp. 32-35
-
(2005)
Marketing
, vol.8
-
-
Acland, H.1
-
4
-
-
31644432536
-
Assessment of strategy formulation: How to ensure quality in process and outcome
-
Acur, N. and Englyst, L. (2006), "Assessment of strategy formulation: how to ensure quality in process and outcome", International Journal of Operations & Production Management, Vol.26 Nos 1/2, pp. 69-93.
-
(2006)
International Journal of Operations & Production Management
, vol.26
, Issue.1-2
-
-
Acur, N.1
Englyst, L.2
-
5
-
-
57349130262
-
Shifting to lean service: Stealing a play from manufacturers' playbooks
-
Allway, M. and Corbett, S. (2002), "Shifting to lean service: stealing a play from manufacturers' playbooks", Journal of Organisational Excellence, Vol.21 No. 2, pp. 45-54.
-
(2002)
Journal of Organisational Excellence
, vol.21
, Issue.2
-
-
Allway, M.1
Corbett, S.2
-
6
-
-
66249139750
-
Creating and implementing lean strategies
-
Atkinson, P. (2004), "Creating and implementing lean strategies", Management Services, Vol.48 No. 2, pp. 18-33.
-
(2004)
Management Services
, vol.48
, Issue.2
-
-
Atkinson, P.1
-
7
-
-
66249101824
-
Buyers get back to basics
-
Avery, S. (2003), "Buyers get back to basics", Purchasing, Vol.132 No. 4, pp. 30-31
-
(2003)
Purchasing
, vol.132
, Issue.4
-
-
Avery, S.1
-
8
-
-
33750530619
-
Making your service blueprint payoff
-
Baum, S. (1990), "Making your service blueprint payoff", Journal of Services Marketing, Vol.4 No. 3, pp. 45-52.
-
(1990)
Journal of Services Marketing
, vol.4
, Issue.3
-
-
Baum, S.1
-
9
-
-
0030571690
-
Analysing service blueprints using phase distributions
-
Berkley, B.J. (1996), "Analysing service blueprints using phase distributions", European Journal of Operational Research, Vol.88 No. 1, pp. 152-165
-
(1996)
European Journal of Operational Research
, vol.88
, Issue.1
-
-
Berkley, B.J.1
-
11
-
-
58049122147
-
-
working paper, Centre for Services Leadership, Arizona State University, Tempe, AZ
-
Bitner, M.J., Ostrom, A. and Morgan, F. (2007), "Service blueprinting: a practical tool for service innovation", working paper, Centre for Services Leadership, Arizona State University, Tempe, AZ.
-
(2007)
Service Blueprinting: A Practical Tool for Service Innovation
-
-
Bitner, M.J.1
Ostrom, A.2
Morgan, F.3
-
12
-
-
0032360014
-
"Lean" service: In defense of a production-line approach
-
Bowen,D.andYoungdahl,W.(1998),"'Lean'service: indefenseofaproductionlineapproach", InternationalJournalofServiceIndustryManagement,Vol.9No.3,207- 225(Pubitemid128121398)
-
(1998)
International Journal of Service Industry Management
, vol.9
, Issue.3
-
-
Bowen, D.E.1
Youngdahl, W.E.2
-
13
-
-
0036935371
-
Using lean principles to streamline the quotation process: A case study
-
Buzby, C., Gerstenfield, A., Voss, L. and Zeng, A. (2002), "Using lean principles to streamline the quotation process: a case study", Industrial Management & Data Systems, Vol.102 Nos 8/9, pp. 513-520
-
(2002)
Industrial Management & Data Systems
, vol.102
, Issue.8-9
-
-
Buzby, C.1
Gerstenfield, A.2
Voss, L.3
Zeng, A.4
-
14
-
-
80052901983
-
Company applies 'lean techniques in the office'
-
Chaneski, W. (2005), "Company applies 'lean techniques in the office'", Modern Machine Shop, Vol.78 No. 6, pp. 44-46
-
(2005)
Modern Machine Shop
, vol.78
, Issue.6
-
-
Chaneski, W.1
-
15
-
-
1842825714
-
Blueprint sets foundation for better service and customer satisfaction
-
Coleman, L. (1989), "Blueprint sets foundation for better service and customer satisfaction", Marketing News, Vol.23 No. 26, p. 14.
-
(1989)
Marketing News
, vol.23
, Issue.26
-
-
Coleman, L.1
-
16
-
-
66249098701
-
Finding the balance: The effect of offshore customer contact on profit and brand
-
Sedgefield
-
ContactBabel (2004), "Finding the balance: the effect of offshore customer contact on profit and brand", ContactBabel Report, Sedgefield.
-
(2004)
ContactBabel Report
-
-
-
17
-
-
34548218763
-
Beyond manufacturing: The evolution of lean production
-
August
-
Corbett, S. (2007), "Beyond manufacturing: the evolution of lean production", The McKinsey Quarterly, August.
-
(2007)
The McKinsey Quarterly
-
-
Corbett, S.1
-
18
-
-
33644681901
-
Strategic alignment and middle-level managers' motivation in a balanced scorecard setting
-
Decoene, V. and Bruggeman, W. (2006), "Strategic alignment and middle-level managers' motivation in a balanced scorecard setting", International Journal of Operations & Production Management, Vol.26 Nos 3/4, pp. 429-449
-
(2006)
International Journal of Operations & Production Management
, vol.26
, Issue.3-4
-
-
Decoene, V.1
Bruggeman, W.2
-
19
-
-
66249132179
-
The lean philosophy
-
Demers, K. (2002), "The lean philosophy", CMA Management, Vol.76 No. 7, pp. 31-33
-
(2002)
CMA Management
, vol.76
, Issue.7
-
-
Demers, K.1
-
20
-
-
18444369946
-
Top ten excuses for bad service
-
Dickson, D., Ford, R. and Laval, B. (2005), "Top ten excuses for bad service", Organisational Dynamics, Vol.34 No. 2, pp. 168-204.
-
(2005)
Organisational Dynamics
, vol.34
, Issue.2
-
-
Dickson, D.1
Ford, R.2
Laval, B.3
-
22
-
-
0004209785
-
-
Sage, London
-
Easterby-Smith, M., Thorpe, R. and Lowe, A. (2002), Management Research: An Introduction, 2nd ed., Sage, London.
-
(2002)
Management Research: An Introduction, 2nd Ed.
-
-
Easterby-Smith, M.1
Thorpe, R.2
Lowe, A.3
-
24
-
-
33845633633
-
Service with a smile: Lean solutions extend beyond the factory floor
-
Ehrlich, B. (2006), "Service with a smile: lean solutions extend beyond the factory floor", Industrial Engineer, Vol.38 No. 8, pp. 40-44
-
(2006)
Industrial Engineer
, vol.38
, Issue.8
-
-
Ehrlich, B.1
-
25
-
-
0001073758
-
Building theories from case study research
-
Eisenhardt, K.M. (1989), "Building theories from case study research", Academy of Management Review, Vol.14 No. 4, pp. 532-550
-
(1989)
Academy of Management Review
, vol.14
, Issue.4
-
-
Eisenhardt, K.M.1
-
26
-
-
33745844742
-
'You don't know what you've got till it's gone': Re-contextualising the origins, development and impact of the call centre
-
DOI 10.1111/j.1468-005X.2006.00167.x
-
Ellis, V. and Taylor, P. (2006), "You don't know what you've got till it's gone: recontextualising the origins, development and impact of the call centre", New Technology, Work and Employment, Vol.21 No. 2, pp. 107-122 (Pubitemid 44027446)
-
(2006)
New Technology, Work and Employment
, vol.21
, Issue.2
-
-
Ellis, V.1
Taylor, P.2
-
27
-
-
18144379916
-
Lean six sigma reduces medication errors
-
Esimai, G. (2004), "Lean six sigma reduces medication errors", Quality Progress, Vol.38 No. 4, pp. 51-88.
-
(2004)
Quality Progress
, vol.38
, Issue.4
-
-
Esimai, G.1
-
28
-
-
27744538481
-
The grocery supply chain in the UK
-
Fernie, J. and McKinnon, A. (2003), "The grocery supply chain in the UK", International Journal of Retail Distribution and Consumer Research, Vol.13 No. 2, pp. 161-174
-
(2003)
International Journal of Retail Distribution and Consumer Research
, vol.13
, Issue.2
-
-
Fernie, J.1
McKinnon, A.2
-
31
-
-
0031601916
-
Preventing the premature death of relationship marketing
-
January/February
-
Fournier, S., Dobscha, S. and Mick, D.G. (1998), "Preventing the premature death of relationship marketing", Harvard Business Review, January/February, pp. 42-51.
-
(1998)
Harvard Business Review
-
-
Fournier, S.1
Dobscha, S.2
Mick, D.G.3
-
35
-
-
0036830690
-
Demand chain management
-
Hines, P., Silvi, R. and Bartolini, M. (2002), "Demand chain management", Journal of Operations Management, Vol.20 No. 6, p. 707.
-
(2002)
Journal of Operations Management
, vol.20
, Issue.6
-
-
Hines, P.1
Silvi, R.2
Bartolini, M.3
-
36
-
-
35948998949
-
Is your office as lean as your production line?
-
Holmes, F. (2007), "Is your office as lean as your production line?", Manufacturing Engineering, Vol.139 No. 3, pp. 20-21
-
(2007)
Manufacturing Engineering
, vol.139
, Issue.3
-
-
Holmes, F.1
-
37
-
-
0004151655
-
-
FT Prentice-Hall, Harrow
-
Johnston, R. and Clark, G. (2005), Service Operations Management, 2nd ed., FT Prentice-Hall, Harrow.
-
(2005)
Service Operations Management, 2nd Ed.
-
-
Johnston, R.1
Clark, G.2
-
38
-
-
0033207177
-
The lean enterprise
-
Jones, C., Medlen, N., Merlo, C., Robertson, M. and Shepherdson, J. (1999), "The lean enterprise", BT Technology Journal, Vol.17 No. 4, pp. 15-22.
-
(1999)
BT Technology Journal
, vol.17
, Issue.4
-
-
Jones, C.1
Medlen, N.2
Merlo, C.3
Robertson, M.4
Shepherdson, J.5
-
39
-
-
33744731912
-
Creating a customer driven supply chain
-
Jones, D. and Clarke, P. (2002), "Creating a customer driven supply chain", Efficient Consumer Response Journal, Vol.2 No. 2, pp. 28-37.
-
(2002)
Efficient Consumer Response Journal
, vol.2
, Issue.2
-
-
Jones, D.1
Clarke, P.2
-
41
-
-
66249108084
-
Lean - It's not just for the shop floor anymore
-
Juroff, K. (2003), "Lean - it's not just for the shop floor anymore", Automotive Industries, Vol.183 No. 12, p. 45.
-
(2003)
Automotive Industries
, vol.183
, Issue.12
-
-
Juroff, K.1
-
42
-
-
33845238259
-
Measuring lean initiatives in health care services: Issues and findings
-
Kollberg, B., Dahlgaard, J. and Brehmer, P. (2007), "Measuring lean initiatives in health care services: issues and findings", International Journal of Productivity and Performance Management, Vol.56 No. 1, pp. 7-24.
-
(2007)
International Journal of Productivity and Performance Management
, vol.56
, Issue.1
-
-
Kollberg, B.1
Dahlgaard, J.2
Brehmer, P.3
-
43
-
-
34249048883
-
Leagile manufacturing: A proposed corporate infrastructure
-
Krishnamurthy, R. and Yauch, C. (2007), "Leagile manufacturing: a proposed corporate infrastructure", International Journal of Operations & Production Management, Vol.27 No. 6, p. 588.
-
(2007)
International Journal of Operations & Production Management
, vol.27
, Issue.6
-
-
Krishnamurthy, R.1
Yauch, C.2
-
45
-
-
33646902113
-
Exploration of international service systems using lean principles
-
Maleyeff, J. (2006), "Exploration of international service systems using lean principles", Management Decision, Vol.44 No. 5, pp. 674-689
-
(2006)
Management Decision
, vol.44
, Issue.5
-
-
Maleyeff, J.1
-
46
-
-
50649098891
-
-
report, Cranfield School of Management, Cranfield
-
Marr, B. and Neely, A. (2004), Managing and Measuring for Value: The Case of Call Centre Performance, report, Cranfield School of Management, Cranfield.
-
(2004)
Managing and Measuring for Value: the Case of Call Centre Performance
-
-
Marr, B.1
Neely, A.2
-
47
-
-
20444505614
-
CANDO: Implementing change in an NHS Trust
-
DOI 10.1108/09513550510599256
-
Massey, L. and Williams, S. (2005), "CANDO: implementing change in an NHS trust", International Journal of Public Sector Management, Vol.18 Nos 4/5, pp. 330-349 (Pubitemid 40815158)
-
(2005)
International Journal of Public Sector Management
, vol.18
, Issue.4
-
-
Massey, L.1
Williams, S.2
-
48
-
-
20844461811
-
Lean thinking for knowledge work
-
May, M. (2005), "Lean thinking for knowledge work", Quality Progress, Vol.38 No. 6, pp. 33-40.
-
(2005)
Quality Progress
, vol.38
, Issue.6
-
-
May, M.1
-
49
-
-
66249136558
-
Validity in logistics research
-
Mentzer, J. and Flint, D. (1997), "Validity in logistics research", Journal of Business Logistics, Vol.18 No. 1, pp. 199-215.
-
Journal of Business Logistics
, vol.18
, Issue.1
-
-
-
51
-
-
85035925523
-
Processes of a case study methodology for postgraduate research in marketing
-
Perry, C. (1998), "Processes of a case study methodology for postgraduate research in marketing", European Journal of Marketing, Vol.32 Nos 9/10, p. 785.
-
(1998)
European Journal of Marketing
, vol.32
, Issue.9-10
-
-
Perry, C.1
-
52
-
-
33750511950
-
Service blueprinting
-
Polonsky, M. and Garma, R. (2006), "Service blueprinting", Journal of Nonprofit and Public Sector Marketing, Vol.16 Nos 1/2, p. 1.
-
(2006)
Journal of Nonprofit and Public Sector Marketing
, vol.16
, Issue.1-2
-
-
Polonsky, M.1
Garma, R.2
-
53
-
-
0001834271
-
Will services follow manufacturing into decline?
-
November/December
-
Quinn, J. and Gagnon, C. (1986), "Will services follow manufacturing into decline?", Harvard Business Review, November/December, pp. 95-103.
-
(1986)
Harvard Business Review
-
-
Quinn, J.1
Gagnon, C.2
-
56
-
-
0000426487
-
Designing services that deliver
-
January/February
-
Shostack, G.L. (1984), "Designing services that deliver", Harvard Business Review, January/February, pp. 133-139
-
(1984)
Harvard Business Review
-
-
Shostack, G.L.1
-
57
-
-
0003068216
-
Service positioning through structural change
-
Shostack, G.L. (1987), "Service positioning through structural change", Journal of Marketing, Vol.51 No. 1, pp. 34-43.
-
(1987)
Journal of Marketing
, vol.51
, Issue.1
-
-
Shostack, G.L.1
-
58
-
-
0004066771
-
-
FT Prentice-Hall, London
-
Slack, N., Chambers, S. and Johnston, R. (2006), Operations Management, 5th ed., FT Prentice-Hall, London.
-
(2006)
Operations Management, 5th Ed.
-
-
Slack, N.1
Chambers, S.2
Johnston, R.3
-
59
-
-
33747697727
-
Call centers as lean service environments
-
Sprigg, C. and Jackson, P. (2006), "Call centers as lean service environments", Journal of Occupational Health Psychology, Vol.11 No. 2, pp. 197-212.
-
(2006)
Journal of Occupational Health Psychology
, vol.11
, Issue.2
-
-
Sprigg, C.1
Jackson, P.2
-
60
-
-
0036017719
-
Cyclical packaging planning at a pharmaceutical company
-
Strijbosch, L., Heuts, R. and Luijten, M. (2002), "Cyclical packaging planning at a pharmaceutical company", International Journal of Operations & Production Management, Vol.22 Nos 5/6, pp. 549-565
-
(2002)
International Journal of Operations & Production Management
, vol.22
, Issue.5-6
-
-
Strijbosch, L.1
Heuts, R.2
Luijten, M.3
-
61
-
-
0036722599
-
Effective case research in operations management: A process perspective
-
Stuart, I., McCutcheon, D., Handfield, R., McLachlin, R. and Samson, D. (2002), "Effective case research in operations management: a process perspective", Journal of Operations Management, Vol.20 No. 5, pp. 419-433
-
(2002)
Journal of Operations Management
, vol.20
, Issue.5
-
-
Stuart, I.1
McCutcheon, D.2
Handfield, R.3
McLachlin, R.4
Samson, D.5
-
63
-
-
85127117933
-
-
Work, Employment & Society
-
Thompson, P. (2003), "Disconnected capitalism", Work, Employment & Society, Vol.17 No. 2, pp. 359-78.
-
(2003)
Disconnected Capitalism
, vol.17
, Issue.2
-
-
Thompson, P.1
-
64
-
-
33746339922
-
"Bringing lean to the office
-
Tischler, L. (2006), "Bringing lean to the office", Quality Progress, Vol.39 No. 7, pp. 32-38
-
(2006)
Quality Progress
, vol.39
, Issue.7
-
-
Tischler, L.1
-
65
-
-
18844409171
-
Implementing manufacturing resource planning in a Greek aerospace company - A case study
-
DOI 10.1108/01443570510581871
-
Towers, N., Knibbs, A. and Panagiotopoulos, N. (2005), "Implementing manufacturing resource planning in a Greek aerospace company: a case study", International Journal of Operations & Production Management, Vol.25 Nos 3/4, pp. 277-290 (Pubitemid 40688759)
-
(2005)
International Journal of Operations and Production Management
, vol.25
, Issue.3
-
-
Towers, N.1
Knibbs, A.2
Panagiotopoulos, N.3
-
66
-
-
20544438762
-
An evolutionary approach to the architecture of effective healthcare delivery systems
-
DOI 10.1108/14777260510600059
-
Towill, D. and Christopher, M. (2005), An evolutionary approach to the architecture of effective healthcare delivery systems, Journal of Health Organization and Management, Vol.19 No. 2, pp. 130-147 (Pubitemid 40839589)
-
(2005)
Journal of Health, Organisation and Management
, vol.19
, Issue.2
-
-
Towill, D.R.1
Christopher, M.2
-
67
-
-
66249119537
-
Spreading the good word
-
Vinas, T. (2004), "Spreading the good word", Industry Week, Vol.253 No. 2, pp. 59-60.
-
(2004)
Industry Week
, vol.253
, Issue.2
-
-
Vinas, T.1
-
68
-
-
0036017711
-
Case research in operations management
-
Voss, C., Tsikriktsis, N. and Frohlich, M. (2002), "Case research in operations management", International Journal of Operations & Production Management, Vol.22 No. 2, pp. 195-219.
-
(2002)
International Journal of Operations & Production Management
, vol.22
, Issue.2
-
-
Voss, C.1
Tsikriktsis, N.2
Frohlich, M.3
-
69
-
-
66249117116
-
Aerospace notebook: Putting 'lean' processes into all of Boeing
-
11 January
-
Wallace, J. (2006), "Aerospace notebook: putting 'lean' processes into all of Boeing", Seattle Post-intelligencer, 11 January.
-
(2006)
Seattle Post-intelligencer
-
-
Wallace, J.1
-
70
-
-
0036017708
-
Communicating the complexity of computer-integrated operations
-
Waring, T. and Wainright, D. (2002), "Communicating the complexity of computer-integrated operations", International Journal of Operations & Production Management, Vol.22 No. 4, pp. 394-412.
-
(2002)
International Journal of Operations & Production Management
, vol.22
, Issue.4
-
-
Waring, T.1
Wainright, D.2
-
72
-
-
66249122934
-
-
Simon & Schuster, New York, NY
-
Womack, J. and Jones, D. (2003), Lean Thinking: Revised and Updated, Simon & Schuster, New York, NY.
-
(2003)
Lean Thinking: Revised and Updated
-
-
Womack, J.1
Jones, D.2
-
75
-
-
0003463029
-
-
Rawson Associates, New York, NY
-
Womack, J., Jones, D. and Roos, D. (1990), The Machine that Changed the World, Rawson Associates, New York, NY.
-
(1990)
The Machine that changed the world
-
-
Womack, J.1
Jones, D.2
Roos, D.3
-
77
-
-
0003711258
-
-
International edition, McGraw-Hill, Boston, MA
-
Zeithaml, V. and Bitner, M. (2003), Services Marketing, International edition, McGraw-Hill, Boston, MA.
-
(2003)
Services Marketing
-
-
Zeithaml, V.1
Bitner, M.2
-
78
-
-
0003744505
-
-
The Free Press, New York, NY
-
Zeithaml, V., Parasuraman, A. and Berry, L. (1990), Delivering Service Quality, The Free Press, New York, NY.
-
(1990)
Delivering Service Quality
-
-
Zeithaml, V.1
Parasuraman, A.2
Berry, L.3
|