5 research outputs found

    A systems approach for forward and reverse logistics design: maximising value from customer involvement

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    PURPOSE. There is significant potential for adding value by involving customer in the design process and delivery of logistic services. In order to add value to the overall logistic system, this paper proposes applying an integrated systems approach for the design of forward and reverse logistics services in order to build a self-organising service that can maximise efficiencies and in particular reduce reverse logistics costs. DESIGN/METHODOLOGY/APPROACH. Two exploratory case studies were conducted in the logistics systems of housing repair and maintenance sector in the UK. Data were collected using semi-structured interviews, observations, and documented evidence. FINDINGS. The findings of the cross-case analysis suggests that systems approach expressed as the Vanguard Method (Seddon 2008) has a direct impact on enhancing forward logistics performance and reducing reverse product flows by nourishing three dimensions for learning from demand-driven analysis; capturing customer clean information, demand predictability and categorisation, and failure demand analysis. RESEARCH LIMITATIONS. Findings from exploratory case studies cannot be easily generalised. Hence, further case studies are needed to enrich the findings, and to facilitate their industrial applications. Further, the paper explores the utilisation of the Vanguard Method only in the area of housing repairs and maintenance logistics services. It would be valuable for future studies to further investigate the utilisation of the Vanguard Method in other logistics services settings. ORIGINALITY/VALUE. The paper demonstrates an important dynamics of how logistics services can incorporate customer demands into the logistics design process

    Operationalisation of service innovation: a systems thinking approach

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    This paper initialises an effort to explore the impact of an innovative systems thinking approach for service operations design on creating innovation. A qualitative exploratory case study approach in two of the UK’s service sector departments was conducted, using face-to-face semi-structured interviews, focus groups, and extractions from both observations and documents. The results identify that operationalising service innovation is positively linked with applying the Vanguard Method for service operations design. Twelve micro-determinants for service innovation operationalisation have been identified that reside at three different levels in the service organisation, namely employees level (i.e. Micro), the functional level (i.e. Meso), and corporate level (i.e. Macro). The value of this paper is the introduction of a step-by-step guidance on how to build service operations design to operationalise service innovation, the paper also theorises service innovation with systems thinking methodology that emphasises holistic, multi-disciplinary, and integrative characteristics of the service system

    Lean manufacturing in public services: prospects for value creation

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    The purpose of this paper is to investigate the utilization of lean manufacturing systems in public service operations for poten- tial added value. A case study of lean manufacturing implementation at a UK city council was carried out using in-depth interviews with key personnel coupled with documents collection. The Organizational Commitment Questionnaire (OCQ) was administered among front-line employees. Results show that lean manufacturing systems could create signi cant added value to the business and employees. A strong relation- ship was demonstrated between the lean manufacturing implementation and the a ective commitment level of employees. This paper is one of a few studies that demonstrate the applicability of manufacturing systems in other settings and that they can generate significant added value for the service department and its employees

    Building antifragility in service organisations: going beyond resilience

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    To maintain organisational growth in a turbulent environment, organisations must build highly effective learning systems to innovate and develop from threats and stressors. This has been termed by Taleb (2012) as 'antifragility'. This paper explores the benefits of applying a systems approach to service delivery design in order to build an 'antifragile' organisation that can learn from disruptions. Two exploratory case studies were conducted in the UK insurance sector using in-depth interviews supported by documented evidence. The findings of the case studies analysis suggest that systems approach expressed as the Vanguard method (Seddon, 2003) is likely to enhance organisational 'antifragility' by promoting a multilevel driver for learning from stressors. These levels being: 1) the macro level of clarity on the system due to the continuous analysis of customer demands received; 2) the meso level of organic structure of work place where effective learning-centred teams are built; 3) the micro level of emloyees' engagement with work and readiness to learn. This paper represents an early effort to explore the dynamics of how organisations can go beyond resilience by discovering how to develop the capacity to learn from stressors in order to flourish