Long and short-term effects of customisation on the service operations strategy.

This study has a twofold objectivc. First, we attempt to promote an understanding of the relationship between the design of Service Operations Strategics and their implementation, as they are driven by the customisation efforts. Seeond, we study the extent to which such service orientation may have two different forms, depending upon whether a company focuses on services that may have long-term or short-term effects on the customer nature. Consequently, a company aiming at raising its quality levels, and therefore its performance, should design and implement its Service Operations Strategy, mirroring the scrvicc oricntation of the firm. We suggest four dimensions (Time, Space, Scale and Scope), which contribute towards explaining the two mentioned approaches. This may address the process of implementation of the Serviee Operations Strategy.service operations; operations strategy; new service development process; marketing / operations interface; service-positioning matrix; customisation; service quality;

IT integration, operations flexibility and performance: an empirical study

Purpose: This study examines the relationship between IT implementation and performance with manufacturing flexibility based on a sample drawn from a set of manufacturing firms. Design/methodology/approach: The relationships were analyzed using structural equations modelling (SEM) using EQS 6.2 software. Previously, an explanatory factor analysis confirmed one-dimensionality of the scales, Cronbach’s alpha was calculated to evaluate its internal consistency and a confirmatory factor analysis was run to observe scales’ validity. Findings: This research proves a significant positive and direct effect of IT implementation on operations performance with 4 out of 6 flexibility dimensions (Machine, Labour, Material handling and Volume). Mix and Routing flexibility dimensions show no significant impact on firm performance. Research limitations/implications: It is necessary to be cautious when generalizing this findings these findings, as service firms were not part of the sample even when statistical results prove robustness suggesting that the findings are quite reliable. Some flexibility dimensions show no significant impact in performance (Routing and Mix flexibility). This is consistent with the fact that these flexibility dimensions act as variability absorbers within the manufacturing process. Future research lines: Future studies can focus on determining further internal and environmental factors that affect operations flexibility according to specific sector characteristics. Originality/value: This research proves a significant positive and direct effect of IT implementation on operations performance. Results show not only the links between IT implementation and operations performance, but also the magnitude of every impact. The model considers IT integration as the degree of alignment that existing technology resources in a firm have with the business strategy, in terms of importance and support for this strategyPeer Reviewe

Plataformas de dispositivos móviles y servitización: Hacia un modelo integrador

El proceso de servitización unido al desarrollo vertiginoso de las nuevas plataformas de dispositivos móviles está constantemente evolucionando hacia el diseño y desarrollo de productos/servicios que responden prácticamente de manera instantánea a las nuevas necesidades y deseos de los clientes. No obstante, tal proceso ha venido unido en el ámbito de los dispositivos móviles al desarrollo de aplicaciones específicas tanto para plataformas abiertas como cerradas. Sin embargo, la evolución tecnológica permite en la actualidad ofrecer servicios de carácter más amplio a través de las denominadas ROMs en plataformas abiertas. Este trabajo analiza los avances y las perspectivas futuras relativas a la estrategia de servitización así como su evolución, tendencias y vinculación de la misma con el desarrollo de plataformas como vía directa de comunicación y colaboración entre la empresa y el cliente

Servitization and value creation: deploying to mobile device platforms

Servitization is still currently under analysis by the literature regarding the incorporation of services in manufacturing companies in order to create value. Although traditionally companies offered services related to its products, especially guarantees and maintenance, new trends associated to the servitization process has provided these services to a much greater significance as generating added value for the customer

Long and short-term effects of customisation on the service operations strategy

This study has a twofold objectivc. First, we attempt to promote an understanding of the relationship between the design of Service Operations Strategics and their implementation, as they are driven by the customisation efforts. Seeond, we study the extent to which such service orientation may have two different forms, depending upon whether a company focuses on services that may have long-term or short-term effects on the customer nature. Consequently, a company aiming at raising its quality levels, and therefore its performance, should design and implement its Service Operations Strategy, mirroring the scrvicc oricntation of the firm. We suggest four dimensions (Time, Space, Scale and Scope), which contribute towards explaining the two mentioned approaches. This may address the process of implementation of the Serviee Operations Strategy.This research was funded by the CICYT projects DGICYT PB94-0372, DGES PB970089, and SEC2001-1578-C02-0I. \Ve are also gratef111 for support provided by the Faculty of Business of the Arizona State University during Spring 1997, Univcrsidad Complutense de Madrid during the period 1997-1999 and the Real Colegio Complutense at Harvard University (1999)

An essay on the dimension and components of customisation in service operations management

There is a scarcity of guidelines that trigger the adoption of Customisation, a concept frequently brought up in Service-related Operations management. This paper suggests a comprehensive framework of the Customisation process and its implications for Service Operations Management. We identify the two most outstanding approaches of Customisation, based upon the concepts of Customers'needings and Wishes. Main differences between them and their respective effects on the design of the Service Operations Strategy are discussed. Second, we identify the four dimensions (Time, Space, Volume and Variety) which explain the two mentioned approaches and that may address the process of implementation of the Operations Strategy

Introducing a novel multi-objective optimization model for volunteer assignment in the post-disaster phase: Combining fuzzy inference systems with NSGA-II and NRGA

Each year, disasters (natural or man-made) cause a lot of damage and take many people’s lives. In this situation, many volunteers come to help. While the proper management of volunteers is very effective in controlling the crisis, the lack of proper management of volunteers can create another crisis. Therefore, we introduce a model to deal with the volunteer assignment problem by considering two qualitative objective functions: The first one is minimizing the mean importance of Emergency Department (ED) centers’ unmet needs by volunteers, and the second one is minimizing the mean degree of unsatisfied preferences of selected volunteers. To evaluate the introduced qualitative indexes, two Fuzzy Inference Systems (FISs) are used to encapsulate decision makers’ knowledge as well as the human reasoning process. FISs are embedded in two evolutionary algorithms for solving the proposed model: Non-Dominated Sorting Genetic Algorithm II (NSGA-II) and Non-Dominated Ranked Genetic Algorithm (NRGA). Also, 30 small-size problems, as well as 30 large-size problems, are randomly generated and solved by both metaheuristic algorithms. Using the obtained data, the performance of NSGA-II and NRGA is measured and compared based on four criteria: CPU Time, Number of Non-dominated Solutions (NNS), Mean Ideal Distance (MID), and Spacing Metric (SM). Statistical tests show that both algorithms have the same performance in small-size problems. However, in large-size problems, NSGA-II is faster, and NRGA produces more optimal solutions. The proposed model is flexible enough to adapt to different scenarios just by updating linguistic rules in FISs. Also, since employed algorithms produce a set of optimal solutions, decision-makers can easily choose the most appropriate solution among the Pareto front based on the circumstancesH2020-EU.1.3. – EXCELLEN

La formación del profesorado saharaui en los campamentos de refugiados de Tindouf (Argelia)

La Educación Secundaria de los jóvenes saharauis � entre 13-17 años- en los campamentos de refugiados de Tindouf (Argelia) se ha estado realizando - durante la mayor parte del conflicto - en el extranjero, concretamente en los llamados países amigos, principalmente, Argelia, Libia y Cuba. Actualmente, se ha reducido la capacidad de estos países para acoger estudiantes y las autoridades saharauis han buscado soluciones a través de la creación de centros propios de secundaria en los campamentos de refugiados y, a través, del apoyo de las universidades públicas madrileñas en la formación del profesorado. Este último apoyo ha permitido poner en marcha un proyecto de características únicas en los campamentos de refugiados saharauis, con el objetivo de formar maestros saharauis de primaria para que alcancen el nivel necesario para impartir docencia en secundaria. Para ello se impartió in situ un curso de formación del profesorado basado en cinco módulos. Tres de carácter genérico (Pedagogía, Psicología y Practicum), otro de carácter específico por especialidad (Ciencias y Lengua Española) y otro de refuerzo en la profundización científica del área estudiad

Fabrication and deposition of copper and copper oxide nanoparticles by laser ablation in open air

The proximity of the “post-antibiotic era”, where infections and minor injuries could be a cause of death, there are urges to seek an alternative for the cure of infectious diseases. Copper nanoparticles and their huge potential as a bactericidal agent could be a solution. In this work, Cu and Cu oxide nanoparticles were synthesized by laser ablation in open air and in argon atmosphere using 532 and 1064 nm radiation generated by nanosecond and picosecond Nd:YVO4 lasers, respectively, to be directly deposited onto Ti substrates. Size, morphology, composition and the crystalline structure of the produced nanoparticles have been studied by the means of field emission scanning electron microscopy (FESEM), high resolution transmission electron microscopy (HRTEM), the energy dispersive spectroscopy of X-rays (EDS), selected area electron diffraction (SAED) and X-ray diffraction (XRD). The UV-VIS absorbance of the thin layer of nanoparticles was also measured, and the antibacterial capacity of the obtained deposits tested against Staphylococcus aureus. The obtained deposits consisted of porous coatings composed of copper and copper oxide nanoparticles interconnected to form chain-like aggregates. The use of the argon atmosphere contributed to reduce significantly the formation of Cu oxide species. The synthesized and deposited nanoparticles exhibited an inhibitory effect upon S. aureus.Peer ReviewedPostprint (published version

El papel de los recursos intangibles bajo la lógica dominante de la gestión de servicios

Las investigaciones recogidas en este número especial pueden contribuir al desarrollo de las empresas y de las economías en que operan, proporcionando una mayor comprensión del desafío que supone la servitización y el importante papel de los recursos intangibles en la gestión de este proceso. Los trabajos coinciden en señalar la necesidad de continuar las investigaciones acerca de este proceso, pormenorizando en aspectos relacionados con la aparición de nuevos modelos de negocio relacionados con la servitización y los mayores niveles de rendimiento obtenidos con la correcta gestión de intangibles. En la medida en que el proceso de servitización está afectando a la mayoría de países industrializados, y ante la constatación de la obtención de ventajas competitivas a partir de la gestión de servicios, creemos que este fenómeno de la servitización constituirá un área de gran interés académico para investigaciones futurasPeer Reviewe