Customer Enquiry Management in a Global Competitive Context: A Comparative Multi-Case Study Analysis

Business-to-Business (B2B) relationships, such as between a manufacturer and a customer, are increasingly important during the Customer Enquiry Management (CEM) process, particularly so for non-Make-To-Stock (non-MTS) companies operating in industrial markets. Few empirical studies have explored the CEM practices adopted by firms in practice. A study of the Italian capital goods sector by Zorzini et al. (2007) is a recent exception. Moreover, most studies have approached CEM from a cross-department integrated perspective but in the digital economy, and with globalization, outsourcing and extended supply chains, CEM needs to be approached from a broader supply chain-oriented perspective, incorporating B2B exchanges. This paper builds on the study by Zorzini et al. (2007) by conducting multi-case study research with seven UK-based companies in the capital goods sector, including three sales and support companies with offshore manufacturing. By adopting a cross-national research perspective, it assesses whether the proposed theory applies to other capital goods firms outside Italy. By also adopting a supply chain perspective of CEM it investigates current industry practice in B2B markets and explores whether cross-functional coordination and formalization issues can be extended into a global context. Evidence from the UK generally supports prior theory, confirming links between high levels of coordination, formalization of the CEM process and improved performance. Some refinements are proposed, for example, in order to make the theory suitable for a global context. The characteristics of a supply chain are important factors that affect CEM. This research has managerial implications for improving the CEM process in non-Make-To-Stock (non-MTS) capital goods companies from both an intra and an inter-organisational (B2B) perspective. Coordination with partners along the supply chain is needed at the enquiry stage and constraints linked to global customers should be considered when structuring the

QUOTATION FOR THE VALUE ADDED ASSESSMENT DURING PRODUCT DEVELOPMENT AND PRODUCTION PROCESSES

This communication is based on an original approach linking economical factors to technical and methodological ones. This work is applied to the decision process for mix production. This approach is relevant for costing driving systems. The main interesting point is that the quotation factors (linked to time indicators for each step of the industrial process) allow the complete evaluation and control of, on the one hand, the global balance of the company for a six-month period and, on the other hand, the reference values for each step of the process cycle of the parts. This approach is based on a complete numerical traceability and control of the processes (design and manufacturing of the parts and tools, mass production). This is possible due to numerical models and to feedback loops for cost indicator analysis at design and production levels. Quotation is also the base for the design requirements and for the choice and the configuration of the production process. The reference values of the quotation generate the base reference parameters of the process steps and operations. The traceability of real values (real time consuming, real consumable) is mainly used for a statistic feedback to the quotation application. The industrial environment is a steel sand casting company with a wide mix product and the application concerns both design and manufacturing. The production system is fully automated and integrates different products at the same time.design and production, cost driving system, numerical traceability

Enterprise Systems Analysis and Modelling

In ES implementations, process modelling is a critical and often overlooked activity. This paper proposes a framework for process modelling of ES. The four steps method involves: Current Situation Analysis, Business Process Improvements and Requirements, Gap Analysis, and To-be process to develop. Outputs of the methodology are an interdependent set of organizational and system proposed changes, and feedback loops to the ES vendors and to the strategy of the firm. In-depth case studies and extensive literature review provides methodological support. For practitioners, this study provides useful insights into one of the reasons by which companies could be frustrated with ES implementation.E-business, ERP

To Greener Pastures: An Action Research Study on the Environmental Sustainability of Humanitarian Supply Chains

Purpose: While humanitarian supply chains (HSCs) inherently contribute to social sustainability by alleviating the suffering of afflicted communities, their unintended adverse environmental impact has been overlooked hitherto. This paper draws upon contingency theory to synthesize green practices for HSCs, identify the contingency factors that impact on greening HSCs and explore how focal humanitarian organizations (HOs) can cope with such contingency factors. Design/methodology/approach: Deploying an action research methodology, two-and-a-half cycles of collaboration between researchers and a United Nations agency were completed. The first half-cycle developed a deductive greening framework, synthesizing extant green practices from the literature. In the second and third cycles, green practices were adopted/customized/developed reflecting organizational and contextual contingency factors. Action steps were implemented in the HSC for prophylactics, involving an operational mix of disaster relief and development programs. Findings: First, the study presents a greening framework that synthesizes extant green practices in a suitable form for HOs. Second, it identifies the contingency factors associated with greening HSCs regarding funding environment, stakeholders, field of activity and organizational management. Third, it outlines the mechanisms for coping with the contingency factors identified, inter alia, improving the visibility of headquarters over field operations, promoting collaboration and resource sharing with other HOs as well as among different implementing partners in each country, and working with suppliers for greener packaging. The study advances a set of actionable propositions for greening HSCs. Practical implications: Using an action research methodology, the study makes strong practical contributions. Humanitarian practitioners can adopt the greening framework and the lessons learnt from the implementation cycles presented in this study. Originality/value: This is one of the first empirical studies to integrate environmental sustainability and HSCs using an action research methodology

BPM, Agile, and Virtualization Combine to Create Effective Solutions

The rate of change in business and government is accelerating. A number of techniques for addressing that change have emerged independently to provide for automated solutions in this environment. This paper will examine three of the most popular of these technologies-business process management, the agile software development movement, and infrastructure virtualization-to expose the commonalities in these approaches and how, when used together, their combined effect results in rapidly deployed, more successful solutions

Integrated Environmental Process Planning for the Design & Manufacture of Automotive Components

Advanced Product Quality Planning (APQP) logic is widely used by manufacturers for the design and manufacture of automotive components. Manufacturers are increasingly finding difficulties to incorporate environmental considerations in the broad range of products that they manufacture. Therefore, there is a need for a systematic method for environmental process planning to evaluate product configurations and their associated environmental impact. The framework and models discussed in this paper can deal with a variety of product characteristics and environmental impacts through a selection of Environmental Performance Indicators (EPIs) for a final product configuration. The framework and models have been applied in a real-life application and have proven that changes in product design or process selection can reduce the product's environmental impact and increase process efficiency. Hence, manufacturers can use the framework and models during the Advanced Product Quality Planning (APQP) process to benchmark each product variation that they manufacture in a standardised manner and realise cost saving opportunities