According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.

Out of the Crisis

http://directory.umm.ac.id/Journals/Journal%20of%20Operations%20Management/Vol19.Issue2.Feb2001/245.pdf

Arcs of integration: an international study of supply chain strategies

Customers often react strongly to service failures, so it is critical that an organization's recovery efforts be equally strong and effective. In this article, the authors develop a model of custom...

http://www.ruthnbolton.com/Publications/ServiceFailureandRecovery.pdf?origin=publication_detail

A model of customer satisfaction with service encounters involving failure and recovery

Effective supply chain management (SCM) has become a potentially valuable way of securing competitive advantage and improving organizational performance since competition is no longer between organizations, but among supply chains. This research conceptualizes and develops five dimensions of SCM practice (strategic supplier partnership, customer relationship, level of information sharing, quality of information sharing, and postponement) and tests the relationships between SCM practices, competitive advantage, and organizational performance. Data for the study were collected from 196 organizations and the relationships proposed in the framework were tested using structural equation modeling. The results indicate that higher levels of SCM practice can lead to enhanced competitive advantage and improved organizational performance. Also, competitive advantage can have a direct, positive impact on organizational performance.

/pdf/the-impact-of-supply-chain-management-practices-on-15ccfta3f2.pdf

The impact of supply chain management practices on competitive advantage and organizational performance

An important observation in supply chain management, known as the bullwhip effect, suggests that demand variability increases as one moves up a supply chain. In this paper we quantify this effect for simple, two-stage supply chains consisting of a single retailer and a single manufacturer. Our model includes two of the factors commonly assumed to cause the bullwhip effect: demand forecasting and order lead times. We extend these results to multiple-stage supply chains with and without centralized customer demand information and demonstrate that the bullwhip effect can be reduced, but not completely eliminated, by centralizing demand information.

Quantifying the Bullwhip Effect in a Simple Supply Chain: The Impact of Forecasting, Lead Times, and Information

Quantifying the bullwhip effect in supply chains

Research opportunities in service process design

http://directory.umm.ac.id/Journals/Journal%20of%20Operations%20Management/Vol18.Issue6.Nov2000/227.pdf

A typology of de-coupling strategies in mixed services

History of offshoring knowledge services

Learn the full cycle of building a service business from concept formation through implementation. SUCCESSFUL SERVICE OPERATIONS MANAGEMENT shows you how. Through numerous examples, clear writing, and multiple study tools, you'll understand how to develop your business strategy and manage your capacities. Brief and easy-to-use, this Operations Management textbook is the one you'll turn to for years to come.

Richard Metters

Papers

Quantifying the bullwhip effect in supply chains

Research opportunities in service process design

A typology of de-coupling strategies in mixed services

History of offshoring knowledge services

Successful Service Operations Management