Vanishing Boundaries

Vanishing Boundaries : How Integrating Manufacturing and Services Creates Customer Value

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Businesses need to become more consumer-centric, efficient, and quality conscious. Yet global competition and supply chain complexity are increasing so rapidly that managers must reach across the manufacturing and service boundary to gather more universally applicable ideas. Vanishing Boundaries: How Integrating Manufacturing and Services Creates Customer Value, Second Edition addresses the unprecedented array of new conditions that today's business managers must face. The book is a revision of the authors' previous book, New Methods of Competing in the Global Marketplace, Critical Success Factors from Service and Manufacturing. The concepts underpinning the first edition continue to be relevant today and, in this revised edition, are complemented with coverage of additional emerging issues in today's business environment. The basic theme of the book is captured in its title and illustrated with the addition of case studies of some of today's most prominent companies.See What's New in the Second Edition: * The emerging relationship between risk management and supply management * Risk management, and its corollary, crisis management * Trends in outsourcing, such as near-sourcing and in-sourcing * Health care improvement programs to reduce cost and improve quality * Sustainability - alternative energy infrastructure and the triple bottom line * Integration of supply chain services to align goods, information and funds flows * Advances in information technology, i.e., cloud computing, videoconferencing * Present, and potential, role of social media in attracting customers, servicing customers and building network trading partners. This second edition creates greater awareness of the benefits that businesses can gain by sharing techniques and methodologies across the manufacturing/services boundary. The book emphasizes that successful change management requires a holistic focus on three levels of an organization - its technology, infrastructure, and organizational culture.It includes solutions and implementation strategies for risk and crisis management, sourcing, healthcare, alternative energy infrastructure, integration of supply chain services, advances in IT, social media, and customer relationship more

Product details

  • Hardback | 540 pages
  • 160 x 240 x 34mm | 919.99g
  • Taylor & Francis Inc
  • CRC Press Inc
  • Bosa Roca, United States
  • English
  • Revised
  • 2nd Revised edition
  • 47 black & white illustrations, 29 black & white tables
  • 1466505907
  • 9781466505902

Review quote

"Vanishing Boundaries presents a coherent approach that brings together the best of manufacturing and service processes to provide solutions that address the pressing trends of the 21st century. Authors Richard E. Crandall, a professor in the College of Business at Appalachian State University and an IIE member, and William Crandall, professor of management and director of accreditation in the School of Business at the University of North Carolina at Pembroke, have included case studies of manufacturing companies that added services to benefit customers and case studies of service companies that have used manufacturing techniques to enhance their offerings." -Industrial Engineer-Front Line, September 2014show more

Table of contents

The Vanishing Manufacturing/Services Boundary Differences between Manufacturing and Service Forces That Are Eliminating the Boundary The Vanishing Manufacturing/Services Boundary Critical Success Factors and Strategic Planning What Are Critical Success Factors? The Evolution of CSFs in the United States Other Changes during a Country's Economic Life Cycle The Need to Be Effective A Hierarchy of the Planning Process A Hierarchy of Critical Success Factors The Role of CSFs in Operational Planning Role of CSFs in Selecting Management Programs Performance Measurement and CSFs Summary References The ITO Model The Basic ITO Model-Inputs, Transformation, and Outputs Extending the Basic ITO Model into Supply Chain Configurations The Concept of Reverse Logistics The Role of Management Programs in Continuous Improvement What Are Management Programs? Management Program Life Cycles Why Are Management Programs Important? Where Do Management Programs Come From? Why Are Some Programs Successful and Some Not? Future of Management Programs Adapting Manufacturing Techniques to Services Introduction Description of Manufacturing Process Types Product-Process Relationship Service Industry Classifications Comparison of Manufacturing and Services Manufacturing Objectives Service Objectives Programs That Work in Services Programs More Difficult to Adapt to Service Operations Keys to Extending Manufacturing Techniques to Services Conclusions References Appendix 5A: Amazon Appendix 5B: United Parcel Service (UPS) Extending Service Techniques to Manufacturing Introduction What Are Services? Knowledge Transfer from Services to Manufacturing Examples of Programs Developed in Services Summary Conclusion ReferencesAppendix 6A: GE-An Example of How to Blend Services into a Manufacturing Company References Appendix 6B: Hewlett-Packard-From Scientific Instrumentation to Business and Consumer Products and Services The Role of Technology in Continuous Improvement Definitions The Role of Technology in Continuous Improvement Technology for Process Improvement Technology for Resource Enhancement Criteria Used in Decision Making Steps in Adding Technology to the Process Future Considerations for Technology Summary References The Role of Infrastructure in Continuous Improvement What Is Infrastructure? Strategies The Four Classical Management Functions Organization Structure Alternate Organizational Structures Trends in Organizational Structures The Role of the Internet in Changing Organizational Structure The Integration of Knowledge Management into Organizational Structure Does Your Business Need a Change in Its Infrastructure? Notes Understanding Organizational Culture-The Elusive Key to Change Introduction What Is Organizational Culture? Why Is Organizational Culture So Important? What Are the Components of Organizational Culture? What Types of Organizational Culture Are There? Changing Organizational Culture Conclusion Notes Integrated Supply Chains-From Dream to Reality Introduction Setting the Stage Supply Chain Models Steps to Achieve a Lean and Agile Supply Chain Steps in the Change Process A Look Ahead Conclusions References The Role of Services to Complement the Supply Chain Introduction What Are Producer Services? What Are Social Services? What Are Consumer Services? Integrated Service Package Summary References The Future of Improvement Programs Introduction The Background to Improvement Programs Future Areas of Emphasis Future of Improvement Programs The Drivers of Change Most Likely Future Methodologies Most Likely Improvement Programs Industries Most Likely to Stress Continuous Improvement Knowledge Management: Where Does It Fit? Notesshow more