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

Measuring Health: A Guide to Rating Scales and Questionnaires

https://isiarticles.com/bundles/Article/pre/pdf/8941.pdf

Defining and developing measures of lean production

Building operations management theory through case and field research

Quasi-experimentation - design and analysis issues for field settings - cook,td, campbell,dt

Customers select suppliers based on the relative importance of different attributes such as quality, price, flexibility, and delivery performance. This study examines the difference between managers' rating of the perceived importance of different supplier attributes and their actual choice of suppliers in an experimental setting. We use two methods: a Likert scale set of questions, to determine the importance of supplier attributes; and a discrete choice analysis (DCA) experiment, to examine the choice of suppliers. The results indicate that although managers say that quality is the most important attribute for a supplier, they actually choose suppliers based largely on cost and delivery performance.

/pdf/an-analysis-of-the-supplier-selection-process-upzniusrw6.pdf

An analysis of the supplier selection process

Purpose – The purpose of this paper is to understand the impact service innovation has on customers' choices within the hotel and leisure industry. The paper also discusses the influence of the creation of new services on both service development and operational strategy.Design/methodology/approach – The analysis is based on a national survey of approximately 1,000 travelers in the United States, using a web‐based data acquisition approach. The travelers are segmented by reason of travel (business or leisure), and discrete choice analysis is applied to model customer preferences for various hotel service innovations.Findings – Overall, the study finds that service innovation does matter when guests are selecting a hotel, with type of lodging having the largest impact on a customer's hotel choice. In addition, service innovation is found to have a larger influence on choices when guests are staying at economy hotels rather than mid‐range to up‐scale hotels. Also, leisure travelers were found to be more inf...

/pdf/service-innovation-and-customer-choices-in-the-hospitality-26zmw4kmsa.pdf

Service Innovation and Customer Choices in the Hospitality Industry

Research in the area of operations strategy has made significant progress during the past decade in terms of quantity of articles published, as well as the quality of these articles. Recent studies have examined the published literature base and determined that, in general, the field has progressed beyond an exploratory stage to a point where there is a core set of basic terminology and models. Concurrent with the formation and solidification of a core terminology, there is an increasing emphasis on developing and employing a set of reliable, valid, and reproducible methods for conducting research on operations strategy.



We provide a review of common methods for assessing the degree of reliability and agreement of the responses provided by multiple raters within a given organization to a set of qualitative questions. In particular, we examine four methods of determining whether there is evidence of disagreement or bias between multiple raters within a single organization in a mail survey.

/pdf/multiple-raters-in-survey-based-operations-management-sml4einz3j.pdf

Multiple Raters in Survey-Based Operations Management Research: A Review and Tutorial

Using conjoint analysis to help design product platforms

Prior research examines customer satisfaction in retailing and e-commerce settings, yet online financial services have received little research attention. To understand customer satisfaction with t...

/pdf/the-impact-of-service-system-design-and-flow-experience-on-5b4yrvbsgu.pdf

Rohit Verma

Papers

An analysis of the supplier selection process

Service Innovation and Customer Choices in the Hospitality Industry

Multiple Raters in Survey-Based Operations Management Research: A Review and Tutorial

Using conjoint analysis to help design product platforms

The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services