Dépouillements

Scheduling outpatient appointments in a dynamic environment / Kenneth J. Klassen in Journal of operations management, Vol. 14 N°2 (Juin 1996) 

Public ISBD [article]  in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 83–101 Titre : Scheduling outpatient appointments in a dynamic environment Type de document : texte imprimé Auteurs : Kenneth J. Klassen, Auteur ; Thomas R. Rohleder, Auteur Année de publication : 2007 Article en page(s) : pp. 83–101 Note générale : Génie Industriel Langues : Anglais (eng) Mots-clés : Service  operations  Scheduling  Computer  simulation  Statistical  analysis Résumé : The primary issue addressed in this research is how to schedule clients as they call for appointments, without knowing which “types” of clients will call at a later time. The main goal is to compare various scheduling rules in order to minimize the waiting time of the clients as well as the idle time of the service provider. Interviews with receptionists verified that they have knowledge regarding differences between clients' service time characteristics. This information is used both to differentiate between clients and to develop various scheduling rules for those clients. A simulation model of a dynamic medical outpatient environment is developed based on insight gained from the interviews and from prior research. Two decision variables are analyzed (“scheduling rule” and “position of appointment slots left unscheduled for potential urgent calls”) while two environmental factors are varied (“expected mean of the clients' service time”, and “expected percentage of clients with low service time standard deviation compared to those with high service time standard deviation”). This resulted in 30 combinations of decision variables, each tested within 15 combinations of environmental factors. By using multiple performance measures, it is possible to improve considerably on some of the “best” rules found in the current literature. The “best” decisions depend on the goals of the particular clinic as well as the environment it encounters. However, good or best results can be obtained in all cases if clients with large service time standard deviations are scheduled toward the end of the appointment session. The best positioning of slots left open for urgent clients is less clear cut, but options are identified for each of a number of possible clinic goals. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000445 [article] Scheduling outpatient appointments in a dynamic environment [texte imprimé] / Kenneth J. Klassen, Auteur ; Thomas R. Rohleder, Auteur . - 2007 . - pp. 83–101. Génie Industriel Langues : Anglais (eng) in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 83–101 Mots-clés : Service  operations  Scheduling  Computer  simulation  Statistical  analysis Résumé : The primary issue addressed in this research is how to schedule clients as they call for appointments, without knowing which “types” of clients will call at a later time. The main goal is to compare various scheduling rules in order to minimize the waiting time of the clients as well as the idle time of the service provider. Interviews with receptionists verified that they have knowledge regarding differences between clients' service time characteristics. This information is used both to differentiate between clients and to develop various scheduling rules for those clients. A simulation model of a dynamic medical outpatient environment is developed based on insight gained from the interviews and from prior research. Two decision variables are analyzed (“scheduling rule” and “position of appointment slots left unscheduled for potential urgent calls”) while two environmental factors are varied (“expected mean of the clients' service time”, and “expected percentage of clients with low service time standard deviation compared to those with high service time standard deviation”). This resulted in 30 combinations of decision variables, each tested within 15 combinations of environmental factors. By using multiple performance measures, it is possible to improve considerably on some of the “best” rules found in the current literature. The “best” decisions depend on the goals of the particular clinic as well as the environment it encounters. However, good or best results can be obtained in all cases if clients with large service time standard deviations are scheduled toward the end of the appointment session. The best positioning of slots left open for urgent clients is less clear cut, but options are identified for each of a number of possible clinic goals. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000445

Consumer response to service and product quality / N. P. Archer in Journal of operations management, Vol. 14 N°2 (Juin 1996) 

Public ISBD [article]  in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 103–118 Titre : Consumer response to service and product quality : A study of motor vehicle owners Type de document : texte imprimé Auteurs : N. P. Archer, Auteur ; G.O. Wesolowsky, Auteur Année de publication : 2007 Article en page(s) : pp. 103–118 Note générale : Génie Industriel Langues : Anglais (eng) Mots-clés : Empirical  research  Quality  Service  operations Résumé : There is currently much interest in the idea of integrated quality management for durable products, extending from the product design, development and manufacturing process and through the ownership cycle of the product. We have carried out a logit analysis of events pertaining to a critical incident model which demonstrates how quality in both the product and its supporting services, as well as the interactions between these factors, can affect owner intentions regarding future purchases. The model was evaluated through a study of 659 motor vehicle owners. Two of our specific conclusions are: (1) our data suggests that owners tend to have a tolerance towards negative vehicle incidents, but negative service incidents can harm owner perceptions of both the dealer and the manufacturer, and (2) positive critical incidents can counteract negative critical incidents. Proactively creating positive service incidents and avoiding negative service incidents can help improve customer loyalty to the service agent and counteract negative vehicle incidents which affect loyalty to the manufacturer. We also suggest that the results from this study may be generalizable to service and product quality management for other types of equipment. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000453 [article] Consumer response to service and product quality : A study of motor vehicle owners [texte imprimé] / N. P. Archer, Auteur ; G.O. Wesolowsky, Auteur . - 2007 . - pp. 103–118. Génie Industriel Langues : Anglais (eng) in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 103–118 Mots-clés : Empirical  research  Quality  Service  operations Résumé : There is currently much interest in the idea of integrated quality management for durable products, extending from the product design, development and manufacturing process and through the ownership cycle of the product. We have carried out a logit analysis of events pertaining to a critical incident model which demonstrates how quality in both the product and its supporting services, as well as the interactions between these factors, can affect owner intentions regarding future purchases. The model was evaluated through a study of 659 motor vehicle owners. Two of our specific conclusions are: (1) our data suggests that owners tend to have a tolerance towards negative vehicle incidents, but negative service incidents can harm owner perceptions of both the dealer and the manufacturer, and (2) positive critical incidents can counteract negative critical incidents. Proactively creating positive service incidents and avoiding negative service incidents can help improve customer loyalty to the service agent and counteract negative vehicle incidents which affect loyalty to the manufacturer. We also suggest that the results from this study may be generalizable to service and product quality management for other types of equipment. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000453

A strategic framework for technical function management in manufacturing / David Challis in Journal of operations management, Vol. 14 N°2 (Juin 1996) 

Public ISBD [article]  in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 119–135 Titre : A strategic framework for technical function management in manufacturing Type de document : texte imprimé Auteurs : David Challis, Auteur ; Danny Samson, Auteur Année de publication : 2007 Article en page(s) : pp. 119–135 Note générale : Génie Industriel Langues : Anglais (eng) Mots-clés : Technology  management  Technical  function  management  Technical  capabilities  Best  practice  Past  practice  Operations  management Résumé : Driven by the enhanced technological sophistication of products and production processes, the requirement to improve manufacturing plant return on investment and the need to better manage scarce technical resources, more firms are focusing on the activities of their technical functions. As many firms achieve or approach “best practice” in their organisational arrangements and management of human resources, there is an increasing recognition of the opportunities to enhance competitiveness through improved management of technology and technical functions. There is also substantial evidence to suggest that the development of new technology is occurring much faster than is the development of new approaches with which to manage it. This paper develops a framework, “technical effort”, through which to view technical activity in the context of improved business and organisational performance. This framework differs from traditional practice by integrating three different perspectives: maximising the contribution of technical functions to business outcomes, developing a sustainable source of competitive advantage in the form of an order winning set of technical capabilities and creating the working environment through which these requirements may be energised. It serves as a useful tool for Operations Managers to improve the strategic value of their technical functions by focusing learning on the linkages between business competitiveness, technical function outcomes, technical capabilities and organisational best practices. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000402 [article] A strategic framework for technical function management in manufacturing [texte imprimé] / David Challis, Auteur ; Danny Samson, Auteur . - 2007 . - pp. 119–135. Génie Industriel Langues : Anglais (eng) in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 119–135 Mots-clés : Technology  management  Technical  function  management  Technical  capabilities  Best  practice  Past  practice  Operations  management Résumé : Driven by the enhanced technological sophistication of products and production processes, the requirement to improve manufacturing plant return on investment and the need to better manage scarce technical resources, more firms are focusing on the activities of their technical functions. As many firms achieve or approach “best practice” in their organisational arrangements and management of human resources, there is an increasing recognition of the opportunities to enhance competitiveness through improved management of technology and technical functions. There is also substantial evidence to suggest that the development of new technology is occurring much faster than is the development of new approaches with which to manage it. This paper develops a framework, “technical effort”, through which to view technical activity in the context of improved business and organisational performance. This framework differs from traditional practice by integrating three different perspectives: maximising the contribution of technical functions to business outcomes, developing a sustainable source of competitive advantage in the form of an order winning set of technical capabilities and creating the working environment through which these requirements may be energised. It serves as a useful tool for Operations Managers to improve the strategic value of their technical functions by focusing learning on the linkages between business competitiveness, technical function outcomes, technical capabilities and organisational best practices. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000402

The operations management role in hospital strategic planning / Timothy W. Butler in Journal of operations management, Vol. 14 N°2 (Juin 1996) 

Public ISBD [article]  in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 137–156 Titre : The operations management role in hospital strategic planning Type de document : texte imprimé Auteurs : Timothy W. Butler, Auteur ; G.Keong Leong, Auteur ; Linda N. Everett, Auteur Année de publication : 2007 Article en page(s) : pp. 137–156 Note générale : Génie Industriel Langues : Anglais (eng) Mots-clés : Service  operations  Operation  strategy Résumé : Although there is a wealth of research on operations management and strategic planning in hospitals, there has been little if any research on the integration of these two issues. Hospital administrators are being pressured to improve the quality of services and to curb costs - two primary themes within the field of operations management. This leads us to wonder to what extent operations are considered within the strategic planning process and what impact it may have. By surveying the literature, we identify a pattern in hospital management research, and identify articles which address the operations capabilities of quality, flexibility, delivery and cost control. These articles can serve as a springboard for research in hospital operations strategy, an area that is largely neglected in the literature. We also provide examples of how hospitals are addressing operations capabilities, and conclude with implications for hospital administrators and a research agenda for researchers. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000410 [article] The operations management role in hospital strategic planning [texte imprimé] / Timothy W. Butler, Auteur ; G.Keong Leong, Auteur ; Linda N. Everett, Auteur . - 2007 . - pp. 137–156. Génie Industriel Langues : Anglais (eng) in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 137–156 Mots-clés : Service  operations  Operation  strategy Résumé : Although there is a wealth of research on operations management and strategic planning in hospitals, there has been little if any research on the integration of these two issues. Hospital administrators are being pressured to improve the quality of services and to curb costs - two primary themes within the field of operations management. This leads us to wonder to what extent operations are considered within the strategic planning process and what impact it may have. By surveying the literature, we identify a pattern in hospital management research, and identify articles which address the operations capabilities of quality, flexibility, delivery and cost control. These articles can serve as a springboard for research in hospital operations strategy, an area that is largely neglected in the literature. We also provide examples of how hospitals are addressing operations capabilities, and conclude with implications for hospital administrators and a research agenda for researchers. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000410

Workplace safety / Karen A. Brown in Journal of operations management, Vol. 14 N°2 (Juin 1996) 

Public ISBD [article]  in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 157–171 Titre : Workplace safety : A call for research Type de document : texte imprimé Auteurs : Karen A. Brown, Auteur Année de publication : 2007 Article en page(s) : pp. 157–171 Note générale : Génie Industriel Langues : Anglais (eng) Mots-clés : Workplace  safety  Operations  management Résumé : The purpose of this paper is to call attention to the increased importance of workplace safety in the field of operations management, and to suggest ways in which this topic can be woven into research agendas. A key tenet is the proposition that the competitive priority construct (quality, cost, delivery and flexibility) may need to be expanded to include social responsibility - with workplace safety as one dimension of this new priority. The cost of workplace injuries in the U.S. is increasing at an alarming rate, and accident occurrences have grown steadily over the last several years. The manufacturing sector is especially vulnerable to safety problems and, thus, is the central focus of this paper. A number of new factors are increasing the importance of related issues for operations managers. Three of these factors - the quality movement, changes in technology and changes in operations practices - are embedded within the operations function. Two others - workforce diversity and organized labor interests - are associated with the human resource function but have links with operations. Political, legal and public forces stem from outside the boundaries of the organization, but still have important influences on operations management. Regardless of the origins of these phenomena, all have direct effects on the management of operations and all have significant implications for research in this field. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000429 [article] Workplace safety : A call for research [texte imprimé] / Karen A. Brown, Auteur . - 2007 . - pp. 157–171. Génie Industriel Langues : Anglais (eng) in Journal of operations management > Vol. 14 N°2 (Juin 1996) . - pp. 157–171 Mots-clés : Workplace  safety  Operations  management Résumé : The purpose of this paper is to call attention to the increased importance of workplace safety in the field of operations management, and to suggest ways in which this topic can be woven into research agendas. A key tenet is the proposition that the competitive priority construct (quality, cost, delivery and flexibility) may need to be expanded to include social responsibility - with workplace safety as one dimension of this new priority. The cost of workplace injuries in the U.S. is increasing at an alarming rate, and accident occurrences have grown steadily over the last several years. The manufacturing sector is especially vulnerable to safety problems and, thus, is the central focus of this paper. A number of new factors are increasing the importance of related issues for operations managers. Three of these factors - the quality movement, changes in technology and changes in operations practices - are embedded within the operations function. Two others - workforce diversity and organized labor interests - are associated with the human resource function but have links with operations. Political, legal and public forces stem from outside the boundaries of the organization, but still have important influences on operations management. Regardless of the origins of these phenomena, all have direct effects on the management of operations and all have significant implications for research in this field. DEWEY : 658.57 ISSN : 0272-6963 En ligne : http://www.sciencedirect.com/science/article/pii/0272696395000429

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