Product customisation: an empirical study of competitive advantage and repeat business

Empirical evidence is presented from 24 UK based manufacturing companies, all offering a degree of product customisation, with most having a significant Engineer-to-order (ETO) element. The majority of the companies are SME’s, with the associated limited managerial resources. The evidence addresses the issues of competitive advantage, including a detailed investigation of the strategic importance of repeat business. It contrasts its results with those generally found in the literature and concludes that there are significant differences in the order winners/ qualifiers. In particular, the evidence suggests that customisation is an order qualifier rather than an order winner; as it is increasingly unlikely that competitors will only offer a more standard product. Thus alternative order winners are needed and often price becomes the most significant factor, rather than being a mere order qualifier. Four different types of repeat business are then identified and the strategic importance of repeat business is discussed. It is indicated that for some ETO companies, repeat business is perceived to be an important method to reduce costs and achieve business stability. However, a number of the other companies studied saw repeat business as infeasible and hence need to find other ways to reduce costs and improve company performance measures, such as lead times. Future research to extend this work into a longitudinal study is proposed. Issues to explore are how the importance of repeat business has changed, and how the companies have evolved in terms of the degree of customisation offered versus that offered by their competitors

Process improvement in BAe Systems and the wider aerospace sector

Purpose: To research the change management processes used to implement ‘world class’ improvements in a major aerospace company, BAE SYSTEMS, and to propose a model for process improvement in the wider aerospace sector. Design/methodology/approach: The research was undertaken as a longitudinal study over a period of five years. A variety of research methodologies were used at various stages of the research including action research and observation. Semi-structured and unstructured interviews were used to gather qualitative data along with documentary evidence of the processes being used. Findings: There are three key findings. Firstly, an understanding of the production stages in the aerospace sector: future project; new product; sustain and return to work. Secondly details of a matrix-based approach and the issues regarding its implementation in a large organisation are discussed. Thirdly, a generic set of principles to aid process improvement in the aerospace sector is proposed. Research limitations/implications: Given that the study is based in one company, there are issues regarding the generalisation of the results. A potential further research project would entail the implementation of the proposed generic principles in another aerospace organisation. Practical implications: For BAE SYSTEMS, this research project aided their understanding of the issues involved in rolling out a process improvement program in a large organisation.Originality/value: Until recently, most of the research into process improvement had either been universalistic or aimed at another type of industry, such as the automotive industry. This research helps to address the specific needs of the aerospace industry

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

Optimal Galaxy Distance Estimators

The statistical properties of galaxy distance estimators are studied and a rigorous framework is developed for identifying and removing the effects of Malmquist bias due to obsevational selection. The prescription of Schechter (1980) for defining unbiased distance estimators is extended to more general -- and more realistic -- cases. The derivation of `optimal' unbiased distance estimators of minimum dispersion, by utilising information from additional -- suitably correlated -- observables, is discussed and the results applied to a calibrating sample from the Fornax cluster, as used in the Mathewson spiral galaxy redshift survey. The optimal distance estimator derived from I-band magnitude, diameter and 21cm line width has an intrinsic scatter which is 25 \% smaller than that of the Tully-Fisher relation quoted for this calibrating sample. (Figures are available on request).Comment: Plain Latex, 19 pages, Sussex-AST-93/9-

Gravitational lensing by wave dark matter halos

Wave Dark Matter (WaveDM) has recently gained attention as a viable candidate to account for the dark matter content of the Universe. In this paper we explore the extent to which dark matter halos in this model, and under what conditions, are able to reproduce strong lensing systems. First, we analytically explore the lensing properties of the model -- finding that a pure WaveDM density profile, a soliton profile, produces a weaker lensing effect than other similar cored profiles. Then we analyze models with a soliton embedded in an NFW profile, as has been found in numerical simulations of structure formation. We use a benchmark model with a boson mass of $m_a=10^{-22}{\rm eV}$, for which we see that there is a bi-modality in the contribution of the external NFW part of the profile, and actually some of the free parameters associated with it are not well constrained. We find that for configurations with boson masses $10^{-23}$ -- $10^{-22}{\rm eV}$, a range of masses preferred by dwarf galaxy kinematics, the soliton profile alone can fit the data but its size is incompatible with the luminous extent of the lens galaxies. Likewise, boson masses of the order of $10^{-21}{\rm eV}$, which would be consistent with Lyman-$\alpha$ constraints and consist of more compact soliton configurations, necessarily require the NFW part in order to reproduce the observed Einstein radii. We then conclude that lens systems impose a conservative lower bound $m_a > 10^{-24}$ and that the NFW envelope around the soliton must be present to satisfy the observational requirements.Comment: 26 pages, 7 figures, Publishe