What makes organizations so similar? We contend that the engine of rationalization and bureaucratization has moved from the competitive marketplace to the state and the professions. Once a set of organizations emerges as a field, a paradox arises: rational actors make their organizations increasingly similar as they try to change them. We describe three isomorphic processes-coercive, mimetic, and normative—leading to this outcome. We then specify hypotheses about the impact of resource centralization and dependency, goal ambiguity and technical uncertainty, and professionalization and structuration on isomorphic change. Finally, we suggest implications for theories of organizations and social change.

The iron cage revisited: Institutional isomorphism and collective rationality in organizational fields (Chinese Translation)

https://epublications.marquette.edu/cgi/viewcontent.cgi?article=1270&context=mgmt_fac

Qualitative case studies in operations management: Trends, research outcomes, and future research implications

'Institutionalized Organizations: Formal Structure as Myth and Ceremony', American Journal of Sociology, 83, pp. 340-63.

Why are a select few service firms better at what they do - year in and year out - than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)

Purpose – The objective of this paper is to investigate systematically the discipline of supply chain management (SCM) within the context of sustainability. The two concepts are increasingly aligned, and sustainable supply chain management (SSCM) represents an evolving field where they explicitly interact. Given their complex and holistic nature, breaking down the literature to understand its structures, processes, connections and limitations can provide an objective view of the status of research in these highly important fields, identifying key areas for future research/theory development.Design/methodology/approach – A systematic review of current SCM literature is carried out, specifically in relation to the social and environmental dimensions of sustainability.Findings – SSCM and the integration of sustainability into supply chains is a significant but evolving field evidenced by a current bias in the literature towards theory development and highly qualitative research methods. The environmental dim...

Making connections: a review of supply chain management and sustainability literature

Purpose – The main purpose of this paper is to document the research on development of a conceptual framework for the supply chain. The aims of the research were to develop an integrated framework, and to provide a methodology for planning of many components in the supply chain such as suppliers, materials, resources, warehouses, activities and customers. The proposed framework is based on the unitary structuring technique where bills of materials, bills of warehouses, project networks and operations routings, in both manufacturing and distribution networks, are combined into a single structure.Design/methodology/approach – The framework is described along with illustrated numerical examples in the manufacturing and distribution environments.Findings – The numerical testing has shown that each network in the supply chain provides an integrated approach to planning and execution of many components, and is capable of providing visibility, flexibility and maintainability for further improvement in the supply...

/pdf/a-conceptual-framework-for-supply-chain-management-a-9ls753omw7.pdf

A conceptual framework for supply chain management: a structural integration

The objective of this study is to investigate the perceptions of practitioners/experts about the prioritisation of healthcare performance measures and their relationship with lean supply chain management (LSCM) practices. The study will also prioritise the drivers and resources required to implement LSCM in a healthcare operations context. The prioritisation is based on the relative weights of various initiatives on a range of performance measures. Twenty-four LSCM initiatives were identified using a comprehensive literature review. Q-sort method was used to divide those initiatives into four categories. Fuzzy AHP was then used to prioritise the four categories based on relative weight of importance of each category on three different performance dimensions. The result shows that continuous improvement is a dominating LSCM initiative in increasing operational and financial performance, while enterprise alignment/integration is a dominating initiative in enhancing organisational image and operation...

Prioritizing lean supply chain management initiatives in healthcare service operations: a fuzzy AHP approach

Purpose – The purpose of this paper is to examine how certain limitations of the current approaches to planning and scheduling of aircraft heavy maintenance can be addressed using a single integrated framework supported by unified data structures.Design/methodology/approach – The “unitary structuring technique”, originally developed within the context of manufacturing planning and control, is further enhanced for aircraft heavy maintenance applications, taking into account the uncertainty associated with condition‐based maintenance. The proposed framework delivers the advanced functionalities required for simultaneous and dynamic forward planning of maintenance operations, as well as finite loading of resources, towards optimising the overall maintenance performance.Findings – Execution of maintenance operations under uncertainty involves materials changes, rectification and re‐assembly. It is shown that re‐scheduling of materials (spare‐parts), resources and operations can be taken care of by simultaneou...

/pdf/aircraft-maintenance-planning-and-scheduling-an-integrated-2om7f9qc6f.pdf

Aircraft maintenance planning and scheduling : an integrated framework

Purpose – The purpose of this paper is to propose an integrated approach to process integration, automation, and optimization through enhanced business process models.Design/methodology/approach – The approach is based on a framework of process integration for functional applications, automation for business workflows, and additional functionalities for process optimization. The proposed approach is illustrated using enhanced process models over business integration, automation, and optimization with data elements, structures, and organizational elements. The standard sales order process cycle, quotation approval process, and production order cycle are chosen for illustrating process integration, automation, and optimization, respectively.Findings – The proposed approach combines applications and workflows using integrated process/data models and forms a foundation for business process optimization. It is shown that the integrated approach can improve existing business processes in enterprise resource pla...

Business process integration, automation, and optimization in ERP : integrated approach using enhanced process models

Purpose




The purpose of this paper is to propose an alternative integrated approach based on the stage-gate method to implement enterprise resource planning (ERP) systems which will enhance the effectiveness of ERP projects.




Design/methodology/approach




A literature review was conducted on ERP system implementation and its effectiveness. The need for improving implementation approaches and methodologies was examined. Based on the insights gained, a conceptual framework for ERP system implementation is presented by combining the state-gate approach with the pre-implementation roadmap.




Findings




The proposed framework aims to enhance the overall ERP implementation outcomes, ensuring critical success factors and eliminating common causes of failures. A pre-implementation roadmap is identified as a key element for eliminating many causes of failure including lack of organisations’ readiness for ERP. The post-implementation stage can be used for further improvements to the system through internal research and development.




Research limitations/implications




The development of the framework is an attempt to contribute to improving ERP implementation. This research is expected to motivate researchers to work in this area, and it will be beneficial to practicing managers in the identification of opportunities for improvements in ERP systems. Case studies will be valuable to refine and validate the proposed model.




Originality/value




This paper explores research in a needy area and offers a framework to help researchers and practitioners in improving ERP implementation. This framework is expected to reduce the implementation project duration, strengthen critical success factors and minimise common problems of ERP implementation projects.

Premaratne Samaranayake

Papers

A conceptual framework for supply chain management: a structural integration

Prioritizing lean supply chain management initiatives in healthcare service operations: a fuzzy AHP approach

Aircraft maintenance planning and scheduling : an integrated framework

Business process integration, automation, and optimization in ERP : integrated approach using enhanced process models

An integrated framework for ERP system implementation