bluuebunny/crossref_metadata_2025 huggingface dataset:
Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel
Authors: Chandon Jean‐Louis , Leo Pierre‐Yves , Philippe Jean
Published: July 2002

Selling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to follow. This paper looks at the different components of service encounter that are relevant for assessing service quality. A dyadic face‐to‐face survey undertaken in local branches of the ANPE Agency (the French National Agency for Employment) studies the perceptions of both personnel and customers. Using exploratory and confirmatory factor analyses, proposes a scale measuring the dimensions of service encounter.
A dual perspective of customer orientation: a modification, extension and application of the SOCO scale
Authors: Daniel Kerry , Darby David N.
Published: July 2002

The importance of customer orientation has been widely discussed although few studies have specifically measured this construct. Describes a study that compares the service providers’ self‐perception of customer orientation with customer perceptions of this dimension in a health care setting where both nurses and patients are surveyed. Customer orientation is measured using a modified SOCO scale adapted to a hospital context. Finds significant differences between the nurses’ and patients’ mean scores for the customer orientation scale (COS). Discusses an analysis of scale item differences together with item variation between patient groups. Suggests that two dimensions may exist within the customer orientation construct, information exchange and professional relationship. Discusses the managerial implications of these results.
Telecommunication services in context
Authors: Andersson Per , Mölleryd Bengt G.
Published: July 2002

A longitudinal case study of the diffusion and change of mobile telephony in Sweden highlights the effects on service distribution against the background of rapid technological development and deregulations in the telecommunications industry. The descriptive and explorative study advances a contextual‐historical and interorganizational network perspective on service channel change and retail evolution. Explores the service distribution consequences of the emerging, increased technological integration within telecommunications, between fixed and mobile telephony, and between telecommunications and information and computer technology. Argues that these technological changes and the move towards convergence of telecommunications and information technology functions are connected to important structural changes in the distribution channels for these services. Builds on a case study of the Swedish distribution network for mobile telephony and identifies a number of significant structural channel changes. Discusses the distribution network consequences of technological convergence, in terms of new emerging patterns of channel relations and in terms of new roles and role sets. Elaborates on some general business implications of the convergence of former independent telephone, cable and information technology services.
A comparison of service delivery processes of different complexity
Authors: Danaher Peter J. , Mattsson Jan
Published: July 2002

How service evaluations are influenced by the complexity of the service delivery process has not been adequately studied. Therefore, this study investigates three types of service processes: a hotel stay, a day conference and a restaurant visit, which represent different levels of complexity. Cumulative satisfaction was measured for each service attribute and their subattributes along the path of the service process. In addition, overall satisfaction, service quality, disconfirmation of expectations and likelihood to recommend and return were measured after completion of the service delivery. Both similar and dissimilar patterns of overall and cumulative evaluations were found across the three processes. In terms of the relative importance of process attributes and subattributes, both common and core attributes across the three processes exhibited similar importances.
Critical services dimensions: an empirical investigation across six industries
Authors: Wels‐Lips Inge , van der Ven Marleen , Pieters Rik
Published: July 2002

Analyzing over 800 critical incidents across six service industries this study finds that responsiveness, courtesy/understanding the customer and communication frequently function as satisfiers driving the occurrence of positive incidents. Lack of competence, credibility and, particularly, reliability function as dissatisfiers driving the occurrence of negative incidents. Two generic dimensions emerge from multiple correspondence analysis: service system versus service people, and customer initiative versus employee initiative. The service system is associated with negative incidents, and service people with positive incidents. Substantial differences between service industries in antecedents of critical incidents emerge. Implications and recommendations for service delivery design and management are offered.
Communication dynamics in the service encounter
Authors: Mattsson Jan , den Haring Marten J.
Published: July 2002

The importance of service encounters for the purpose of creating and maintaining good customer relationships is widely recognised. This study focuses on the quality of face‐to‐face communication during service encounters between service providers and their customers at a help desk of a hotel conference department. Communication is believed to be influenced by the social activities that are pursued in a particular encounter. A stepwise method based on linguistic theory is developed to record, analyse and interpret transcriptions of verbal and non‐verbal behaviour by means of audio and video recordings. Utterances have been coded with regard to their function and content and are organised in a so called molecular coding scheme. This scheme models the dynamic interplay between communicators and makes it possible to analyse contextual influences on communication. It is believed that the approach advocated here could be of use for managers of service operations where communication is paramount.
Attribute importance in service quality: an empirical test of the PBZ conjecture inBrazil
Authors: de Carvalho Frederico A. , Faria Leite Valdecy
Published: July 2002

According to the Parasuraman‐Berry‐Zeithaml conjecture, the greater the importance of a given quality dimension, the thinner the corresponding tolerance zone would be. This paper seeks to test the conjecture when attribute items are individually considered. The original data have been collected to assess the quality of postal services in Brazil. A qualitative stage yielded a list comprising 39 attribute items. In the quantitative stage the three‐column format of a SERVQUAL questionnaire was employed to permit the computation of importance weights and tolerance widths for each attribute item. The questionnaire was mailed to a sample of some 5,900 firms. About 10 per cent (540) of mailed questionnaires returned and were considered valid. The values obtained for the correlation coefficients were significantly negative and consistently close to each other. The inverse association between importance and tolerance of service quality attributes was then accepted. The most interesting consequence of this finding is that simply ordering the computed width of attributes’ zones of tolerance will yield the most important attributes. Other implications are also discussed.
Green teams and the management of environmental change in a UK county council
Authors: Beard Colin , Rees Stephen
Published: July 2002

Explores the evolution of a participative, interdepartmental staff “green team” approach to the solving of environmental problems and a move towards a culture change within one of the largest UK local authorities. Reveals how Kent County Council (KCC), over a period of several years, used the largely voluntary effort of a group of dedicated individuals to help with a corporate move towards sustainability. Explores the management of these people in the process of cultural change and acknowledges that grass‐roots participative environmental change can be slow to break through organisational inertia and can be susceptible to collapse. Shows how efforts can be undermined both by a lack of a clear corporate direction and by events beyond their own control. Also focuses on the role of external trainers, as change agents, and their contribution to the environmental management programme, in supporting the emergence, motivation and maturation of these green teams. Finally, in an attempt to measure the success of green teams, some of the major team outputs are mentioned, and concludes with comments on the future of the teams. The use of green teams is an approach now adopted by a number of organisations but “the connection between environmental teams and the management of change is often overlooked”.
Rainwater chemistry as influenced by atmospheric deposition of pollutants in Southern Nigeria
Authors: Uzomah V.C. , Sangodoyin A.Y.
Published: July 2002

Examines rainwater chemistry as it relates to atmospheric pollution in Southern Nigeria. Rainwater samples were collected and analysed for major cations and anions in Lagos, Ibadan and Port Harcourt, these sites reflecting industrial, residential and oil flaring regions respectively. In general, water samples from Ibadan were about neutral. Correlation studies revealed that HCl and H2SO4 dominated the slightly acidic rainwater in the Lagos and Port Harcourt areas respectively. The effect of marine spray from the Gulf of Benin was observed with trace of NaCl. The reaction of the much emitted NH3 with the available SO42– in the atmosphere produced (NH4)2SO4 which acted as a neutralizer for samples from the Lagos area. The findings suggest that rainwater from most industrial cities of Nigeria are tending towards acidity and if oil flaring activities are not checked, there is a tendency of increasing acidic rainwater in the delta regions. The observation and findings are useful for preliminary assessments of the influence of rapid industrial and urban development on atmospheric pollution and indirectly rainwater constituents.
Oxidative coagulopathy A proposed pathogenetic mechanism for environmental illness
Authors: Ali Majid
Published: July 2002

Freshly prepared, unstained peripheral blood smears from 46 of 50 patients with chronic environmental illness showed clear microscopic evidence of advanced oxidative injury to all elements of circulating blood. As observed with high‐resolution (15,000×) phase‐contrast and darkfield microscopy, morphologic patterns of oxidative injury to blood components have been designated oxidative coagulopathy, a state of circulating blood comprising: structural abnormalities involving erythrocytes and granulocytes and zones of congealed plasma in its early stages; fibrin clots and thread formation with platelet entrapment in the intermediate stages; and microclot and microplaque formation in late stages. Moderate to advanced changes of oxidative coagulopathy were seen in only two of 15 healthy control subjects. Oxidative coagulopathy begins with oxidative activation of plasma enzymes and leads to oxidative permutations of plasma lipids, proteins, and sugars, and is not merely confined to oxidative activation of recognized coagulation pathways. It is proposed that oxidative coagulopathy represents one of the core pathogenetic mechanisms of homeostatic dysregulation seen in environmental illness and leads to oxidative injury to intracellular matrix, cell membranes, and intracellular organelles such as mitochondria. The observed cellular and plasma changes shed considerable light on many aspects of the macroecologic toxicants and their cellular targets, as well as the microecologic oxidants and their molecular targets. Oxidative coagulopathy is a powerful explanation of the production of symptom‐complexes characteristically encountered in environmental illness.
Cost‐effective pre‐treatment of agro‐industrial wastewater
Authors: El‐Gohary Fatma A. , Nasr Fayza A. , Wahaab Rifaat A. , Aly Hamdy I.
Published: July 2002

Pre‐treatment of wastewater discharged from a potato‐chips factory was the subject of this study. Wastewater discharged from this factory is characterized by high values of BOD, TSS and oil and grease (3,685, 4,115 and 169mg/l, respectively). Treatability studies via continuous aerobic and anaerobic methods treatment have been investigated. The results obtained showed marked improvement in the quality of the treated effluent using packing material versus the upflow anaerobic sludge bed reactor (UASB) without packing. An extra removal in COD (53 per cent), BOD (61 percent), TSS (52 per cent) and oil and grease (46 per cent) was obtained. Corresponding residual values were 398mgO2/l, 235mgO2/l, 108mg/l and 38mg/l, respectively. Based on the laboratory results, engineering designs and economic evaluation of the different treatment systems were developed.
Health effect of urban wastewater reuse in a peri‐urban area in Morocco
Authors: Amahmid Omar , Bouhoum Khadija
Published: July 2002

Describes a study designed to assess the health effect of the agricultural reuse of urban wastewater in a peri‐urban area of Marrakesh, by evaluating the impact of this practice on the transmission of two pathogenic protozoan infections – giardiasis and amoebiasis. The study was carried out on two child populations (608 individuals). The exposed group (321 children) came from the wastewater spreading area, while the non‐exposed group (287 children) came from a control peri‐urban area where surface water is used in irrigation. Results showed that, of the exposed group, 67 per cent of the examined persons were infected by giardiasis and/or amoebiasis, versus 26 per cent in the control zone. Concludes that the risk of infection rate attributable to reuse of waste water is about 41 per cent. This excess of parasitic infestation in the spreading zone may be related to wastewater reuse in agriculture, which creates a polluted environment.
A review of the glass‐making industry of Murano (Venice, Italy) under an environmental perspective
Authors: Giusti L. , Polo M.C.
Published: July 2002

The glassworks of Murano have been, and still are, one of the causes of environmental pollution of the Venetian Lagoon, primarily via atmospheric emissions but also as a result of effluent discharges and disposal of solid waste. A preliminary environmental audit of Murano’s glassworks carried out in 1999 indicated that the local entrepreneurs see the adoption of environmental management systems and pollution‐prevention/reduction measures as a major burden. The main reasons are the costs that must be borne, the complexities of Italian legislation and regulation, and the relatively small size of the majority of the units operating on this island. Pollution‐control and waste‐minimisation strategies are slowly being implemented as a result of regulatory pressures.
An analysis of pesticide impact on air quality, especially surface ozone
Authors: Rizk Hoda F.S. , El‐Abssawy Ahmed A. , Khoder Mamdouh I.
Published: July 2002

The present study aims at shedding some light on the serious effect of insecure pesticides to the surface ozone as a secondary pollutant resulting from some photochemical reactions during the sunny days. The temporal variation in O3 concentrations due to pesticide spray, the corresponding temperature and relative humidity have been monitored and discussed. The air quality index (AQI) for the maximum concentrations of O3 within each day of study has also been deduced. The obtained results illustrated that O3 concentrations had been increased after pesticide spray with different values from hour to hour and then began to decay after one day or more according to its concentrations. The second day had the highest concentrations of the O3 including the maximum concentration, which was recorded at hour 14 local time. Furthermore, most of AQI values were restricted between harmful and very harmful index during the second days and only the third day of the first experiment. Moreover, temperature and relative humidity have significantly influenced ozone concentrations with positive and negative correlation coefficients, respectively.
An analysis of groundwater vulnerability and water policy reform in India
Authors: Chaudhary Vikas , Jacks Gunnar , Gustafsson Jan‐Erik
Published: July 2002

Water is a basic human need, a finite life support system and a key to prosperity. Unplanned industrialisation, urbanisation and impact of liberalised import of wastes intended for recycling have negatively affected the water environments in India. This is further exaggerated by lack of discipline and a weak obligation towards conservation and pollution prevention. Measures have to be especially taken to resolve the groundwater problems. While groundwater resources are quite well assessed, overexploitation still occurs frequently. There has been a considerable lack in implementing existing policies as well as developing new laws and policies. To mitigate the problems, co‐operation needs to be mobilised at all levels of the federal set up with the stakeholders and the people at the lowest appropriate level concerning planning and decision making. Water must be considered as a national asset and a basic human right to be provided to citizens in proper quantity and safe quality with equity and fairness amongst the users.
Assessment of the Konya Irrigation Project with respect to water
quality
Authors: Siber Uluatam Semra
Published: July 2002

An environmental impact assessment, EIA, was carried out before the
final development and implementation of an irrigation project with a
total area of 118,853 ha. in the Konya Plain located in Central Anatolia
of Turkey, by the General Directorate of State Water Works (DSI). The
objectives of the project are to supply water for irrigation and
municipal demands by developing the Beysehir Lake, Suğla Lake
Gembos basin and other water sources in the region, by conveying the
excess water through an improved BSA channel to the Cumra‐Konya plains
and to increase the irrigated agriculture. Evaluates six sub‐projects by
considering construction and operation phases with respect to
agricultural environmental problems, possible water quality impact,
ecological changes and, finally, water budget and meteorological
conditions. In order to reduce the possible adverse environmental impact
of the originally considered design values, some significant changes
were adopted according to results of this EIA study. Presents only the
water quality aspect of the work.
Turnover rate and fate of radioactive parathion applied to an aquatic system
Authors: Abo‐El‐Seoud Mohamed A. , Frost Matthias
Published: July 2002

Investigates the assimilation and persistency of14C‐parathion in an aqueous culture system. The radioactive pesticide was added to the nutrient medium of both soybean and wheat plants grown under aseptic and controlled conditions. Total applied radioactivity to the nutrient solution of both soybean and wheat were 1670 and 418 Bg, respectively. After 48 hours a balance sheet for the transported and recovered radioactivity was calculated. Turnover rate of the studied pesticide was concluded on the basis of its conversion to polar and non‐polar metabolites, in addition to the non‐extractable residues. Indicates that parathion has moderate persistence in the studied aqueous culture system; most of the applied radioactivity was transported from the nutrient solution and detected in the grown plants; polar metabolites were the predominant fraction in the nutrient solution as well as plant tissues; and in general, p‐nitrophenol was found in comparatively higher proportions as end product rather than paraoxon. Minor differences were evident regarding the metabolic behaviour of the pesticide under investigation in both soybean and wheat cultivating systems.
Computer‐based environment for the study of ecological systems
Authors: Sergio Panse Silveira Paulo , Mo Yang Hyun , Massad Eduardo
Published: July 2002

Describes a computational environment based on cellular automata
and genetic algorithm principles. This kind of approach is useful in a
large set of applications, particularly in biological models, including
those related to theoretical ecology. The program runs on an IBM
compatible personal computer with a visual genetic algorithm display. It
would be preferable to have at least a 80386‐based machine to take
advantage of its speed of processing. It is menu‐based oriented to
facilitate its use by non‐experts, and permits the interference by the
researcher in many environmental and behavioural parameters, allowing
many kind of studies. Illustrates the program′s capabilities by applying
it to a set of simulations in order to demonstrate their effect on the
evolution of the biological population.
Traffic noise and annoyance
Authors: Karami K. , Frost S.
Published: July 2002

Describes a socio‐psychological study performed in a residential
area of Tehran, exposed to both aircraft and traffic noise. Analysis of
residents′ responses to road traffic noise shows that although aircraft
noise is the chief environmental problem it fails to mask the nuisance
of traffic noise.
Radar observation of storms
Authors: Holt Anthony R.
Published: July 2002

Radar can provide valuable information on the spatial distribution of rainfall, but is not as yet able to provide accurate quantitative information on rainfall rate. Describes research on the use of polarization towards improving the radar monitoring of storms.
Assessment of environmental exposure to trichloroethylene and tetrachloroethylene
Authors: Skender Ljiljana , Karacic Visnja
Published: July 2002

Reveals the possible influence of trichloroethylene (TRI) and tetrachloroethylene (perchloroethylene, PER) via drinking water on the body burden resulting from a study of 55 subjects with no known solvent exposure, selected from the residents of the city of Zagreb. TRI and PER were determined in blood and their metabolite trichloroacetic acid (TCA) in plasma and urine. Drinking water samples were also analysed for TRI and PER. TRI concentrations in the blood ranged from <0.015‐0.09 μg/L, PER <0.010‐0.239 μg/L, TCA in plasma 8.6‐123.97 μg/L, in urine 1.67‐85.18 μg/24 h, TRI in drinking water 2.58‐22.93 μg/L and PER 0.63‐7.33 μg/L. Correlation analyses reveal significant relationships between TRI and PER in blood (r = 0.428; p = 0.0014), TRI and PER in drinking water (r = 0.767; p = 0.0000), TCA in urine and TCA in plasma (r = 0.629; p = 0.0000), ln TRI in drinking water and ln TCA in plasma (r = 0.322; p = 0.0164) and urine (r = 0.348; p = 0.0093), ln PER in drinking water and ln TCA in plasma (r = 0.370; p = 0.0055) and urine (r = 0.345; p = 0.0098). The latter quantitative relationships between both ln TRI and ln PER in drinking water relate to ln TCA in plasma and urine and may indicate TCA as a possible biologic marker of environmental exposure to TRI and PER.
Nutrient benefits and environmental aspects of land disposal of livestock waste
Authors: Sangodoyin A.Y.
Published: July 2002

Examines the relative nutrient status and public health aspects of six livestock manures when added to soil. Provides analysis of the chemical composition of soils at pig, cattle, goat, rabbit, sheep and poultry waste dump sites and shows a highly significant difference in the level of added nutrients. Draws the conclusion that the observed levels of micronutrients at all waste sites suggest that potential plant toxicity and food chain accumulation problems will be low. Highlights the effect of land application of the manure on human health.
Economic analysis of pulsed versus conventional ESPs in industrial applications
Authors: Caputo A.C.
Published: July 2002

Pulsed energization of electrostatic precipitator (ESP) may represent one of the most promising solutions to comply with strict environmental regulation in case of high resistivity dust. Performs a parametric cost comparison between conventional and pulsed ESP with reference to four main industrial areas: electric power generation, cement manufacturing, iron and steel production, glass industry. The analysis results point out the operating parameters which strongly affect the economic convenience of large‐scale introduction of pulsed ESP.
Education and training in occupational and environmental health
Authors: Phoon Wai‐On
Published: July 2002

Posits that in the last decade or so, there has been a very great increase of training courses in occupational and environmental health, not only in developing countries but in developed ones as well. However, training for occupational health nurses and education in general environmental and occupational health for schoolteachers and school students, and students in engineering and business management, still leave much to be desired.
Implementation of a parallel 4D‐variational chemistry data‐assimilation scheme
Authors: Elbern Hendrik , Schmidt Hauke , Ebel Adolf
Published: July 2002

Presents the development and implementation of a four‐dimensional variational (4D‐var) data assimilation technique for a comprehensive Eulerian chemistry‐transport model. The method aims at analysing the chemical state of the atmosphere on the basis of trace gas observations with arbitrary distribution in time and space, a chemistry‐transport model, and a priori knowledge as available from climatological records or preceding model runs. The model under consideration is the University of Cologne EURAD‐CTM2 with the full RADM2 gas phase mechanism. Describes the storage and recalculation strategy of a parallel implementation of the 4D‐var method and first experiences of its performance, when model generated data are provided as artificial observations. The problem of pre‐scaling the minimization problem is discussed in some detail. It is found that the algorithm is well suited to adapt the model trajectory to the observation data.
Utilization of by‐pass kiln dust for colour removal of wastewater streams
Authors: Abdel Monem N.M. , Al‐Mansi N.M. , El‐Nawasra M.S.
Published: July 2002

The removal of Ismative SHR blue (reactive dye) using a very cheap cement factory waste called by‐pass kiln dust has been investigated in batch mode. The effects of initial dye solution concentration, particle size, agitation rate, amount of by‐pass kiln dust, and dye solution temperature were studied. A 95.5 per cent removal was achieved. Some pretreatment of by‐pass kiln dust, such as washing by distilled water or rinsing with HCL solution, has been done. By using the washed by‐pass kiln dust the values of total dissolved solids, alkalinity, and efficiency of colour removal were reduced. A very rapid irreversible chemical reaction may occur in addition to the adsorption process. Ferric chloride was used as a coagulant after settling to complete the separation of the dust from the clear solution. A removal of 96 per cent from the initial colour of the industrial coloured wastewater was achieved.
Simulation and analysis for the Kelang Container Terminal operations
Authors: Mat Tahar Razman , Hussain Khalid
Published: July 2002

Key issues of the application of modelling and simulation for the management of the Malaysian Kelang Container Terminal are discussed. The aim of the investigation is to improve the logistics processes at the port. The model simulates all processes required to operate the seaport efficiently and provides detailed statistics on the seaport through‐put and utilisation characteristics with a high level of accuracy. The quay cranes allocation, the resources allocations and the scheduling of the different operations are modelled to maximise the performance of the port. The assignment of prime movers to transport containers to a yard area is also considered.
Possibilistic group support system for pricing and inventory problems
Authors: Raggad Bel G.
Published: July 2002

Proposes a possibilistic group support system (PGSS) for the retailer pricing and inventory problem when possibilistic fluctuations of product parameters are controlled by a set of possibilistic optimality conditions. Experts in various functional areas convey their subjective judgement to the PGSS in the form of analytical models (for product parameters estimation), fuzzy concepts (facts), and possibilistic propositions (for validation and choice procedures). Basic probability assignments are used to elicit experts’ opinions. They are then transformed into compatibility functions for fuzzy concepts using the falling shadow technique. Evidence is processed in the form of fuzzy concepts, then is rewritten back to basic probability assignments using the principle of least ignorance on randomness. The PGSS allows the user (inventory control) to examine a trade‐off between the belief value of a greater profit and a lower amount of randomness associated with it.
The knowledge network: knowledge generation during implementation of application software packages
Authors: Scherer Eric
Published: July 2002

Under increasing pressure, many industrial enterprises are seeking means to improve their performance. Years of rationalizations led to the conclusion that no one‐time improvement will enable continuing success. Thus companies realize that their edge lies in the transformation of knowledge to action. The field of knowledge management addresses a broad range of aspects but still is rooted in a rather technical methodology. Establishing knowledge management is a process of organizational innovation. As the implementation of application software packages is now considered the major driving force of organizational innovation, a close look at IT implementation projects as a means to establish integrated knowledge management at operational business levels seems promising. The paper will present the knowledge network concept as a means of establishing an integrated approach to knowledge management and will highlight it using observations made during system implementation in SMEs.
Enhancing simulation software for use in manufacturing
Authors: Baldwin L.P. , Eldabi T. , Hlupic V. , Irani Z.
Published: July 2002

The design of manufacturing systems is a complex and expensive task for both SMEs and large organisations alike. Many problems relating to the design and operation of manufacturing systems are too complex to allow for mathematical treatment, and as a result there is increasing recognition of the applicability of simulation in the manufacturing environment. This has in turn resulted in a growth in simulation software products available in the marketplace, and manufacturers of such products are naturally keen to extol the virtues of what they sell. In a rapidly changing workplace, there is some suggestion that simulation tools may not have developed to deal with the new demands, and so it is timely to review what is on offer. This paper presents the results of a survey of European simulation specialists, both working in industry and in an academic environment, on the use of simulation software. The main purpose of this survey was to determine how satisfied users are with simulation software and to highlight the most positive and negative features. The findings offer an insight into current software, and how this can be further enhanced.
Engineering supply chains to match customer requirements
Authors: Childerhouse Paul , Towill Denis
Published: July 2002

Modern day market places are highly varied and cannot be serviced effectively by a single supply chain paradigm. Consequently products and services must be provided to the end consumer via tailored supply chain strategies. This article categorises consumer products and details the specific supply chain management tools and techniques required to service each. A comparison of lean and agile strategies is provided along with a detailed explanation of the integration of the two within a Leagile supply chain. The application of such a strategy for electronic products is provided via a four stage case study. A route map for engineering supply chains to match customer requirements is developed in order to avoid costly and ineffective mismatches of supply chain strategy to product characteristics.
Managing the ASP process: a resource‐oriented taxonomy
Authors: Kavan C. Bruce , Miranda Shaila M. , Miranda Shaila M.
Published: July 2002

Application service providers (ASPs) represent the new wave of business information technology delivery. However, there is little formal literature that helps us understand the distinctions among different ASP‐client relationships and how they need to be managed. This paper adopts a socio‐technical perspective to distinguish among ASP relationships. This distinction is based on the levels of organizational change that the ASP relationship will evoke. This paper then proposes levels of resource allocation that best “fit” each type of relationship. Three specific resources important to ASP‐client relationships are economic outlays, social networks, and knowledge. The model developed in this paper provides academics and practitioners with a tool with which to diagnose the capabilities of a prospective ASP and a model for making resource allocation decisions once the ASP is selected. It raises empirical questions for researchers with regard to resource allocations that best fit specific levels of organizational change following an ASP adoption.
Delivering enterprise resource planning systems through application service providers
Authors: Ekanayaka Yamaya , Currie Wendy L. , Seltsikas Phil
Published: July 2002

This paper presents research findings from an in‐depth study on the global application service provider (ASP) industry. It explores the potential for Web‐enabling enterprise resource planning (ERP) systems for small and medium‐sized companies on a per‐seat, per‐month basis. Findings from field research suggest that, while the ASP business model offers many advantages for customers, few companies are prepared to outsource their mission‐critical ERP systems to ASPs. This situation has led to many large and small ASP vendors to re‐think their strategic business plans, with some high profile failures. Evaluating the situation from a market, organizational and technical analysis of the ASP industry, this paper argues that, while the ASP model is currently immature, the next three years will see the emergence of more clearly defined enterprise ASP offerings from key players in the software and computing services industry.
Just‐in‐time Manufacturing:
Authors: Procter Stephen J.
Published: July 2002

Current evidence on the extent of just‐in‐time (JIT) is based mainly on
questionnaire surveys, and can give only a partial picture. Uses
evidence from official statistics on stock levels, the rationale being
that even if the motivation behind JIT is not to reduce stocks, its use
should still have this effect. The figures show a substantial reduction
in the overall stock ratio in the period since the early 1980s. However,
account must be taken of the relationship between the stock ratio and
the level of output. There is little evidence of a new relationship
having been established. Moreover, stock trends in the vehicle
manufacturing industry have been less marked than in manufacturing as a
whole. If reductions in stock ratios had been due to the adoption of
JIT, we would expect the opposite to be the case. Evidence drawn from
aggregate stock data thus provides little support for the idea that the
adoption of JIT has been widespread in the UK.
Implementing EDI:
Authors: Bamfield J.A.N.
Published: July 2002

Shows that electronic data interchange (EDI) is often difficult to
cost‐justify. Co‐operation between retailers and suppliers is often
difficult to achieve. The variety of communication channels available
forces manufacturers to maintain a mix of systems, so increasing costs
and making the co‐ordination of EDI data time consuming. Anticipated
savings in administration costs are rarely achieved. EDI may not provide
competitive advantage but it may prevent competitive disadvantage.
Launching Emerging Technologies to Create New Markets
Authors: Samuel Loftus Barbara , Meyers Patricia W.
Published: July 2002

Examines potential industrial buyers of a product based on emerging
technology, PACS (picture archiving and communication system), a new
image management system which stores and retrieves digitized radiology
images. Using multiple case sites of buyers, identifies buyer
characteristics which may contribute strategic advantages to pioneer
supplier firms during the early stages of commercialization and early
formation of buyer‐seller relationships. Identifies four pre‐conditions
of high‐potential buyers in this emerging industry and proposes
additional concepts to understand and manage the formation of
buyer‐seller relationships early in the commercialization of a
technological innovation.
Capability Is Where the Action Is
Authors: Burns Robbie
Published: July 2002

The classic marketing disciplines can no longer sustain continued growth
of organizations. Top companies owe their success not only to strong
brands and corporate image but also to sheer capability to achieve.
Managing the supply chain is all‐important, involving strategic intent
and managing the trade‐offs. Emphasizes the part played by IT in the
supply chain added‐value equation but states that the opportunity to
optimize the whole supply chain must be seized, via, for example,
dynamic scheduling. Concludes that, as the scope of supply chains
becomes more global, effective relationship management will become an
essential rather than a mere concept.
Planning for Excellence in Materials Handling
Authors: Sykes David
Published: July 2002

Materials handling has traditionally been at the bottom of any
investment strategy requirements. Yet improved control of inventory can
lead to huge benefits – reduced inventory, improved productivity, better
service to manufacturing and customers. The relatively new roles of
logistics and supply chain management have raised the profile of
materials handling. Looks at the whole business strategy and
co‐ordination functions (production, stores, purchase, sales, finance,
safety, etc.) – not excluding shopfloor workers. Explores all materials
handling techniques, including MRP II, Kanban, JIT, and assesses most
appropriate physical equipment (racking types, narrow aisle, automated
systems, etc.).
Looking at customer service in a drinks company
Authors: Canen Alberto G. , Lawrie Norman L.
Published: July 2002

Describes a study undertaken for a major Scottish drinks company.
The company believed that the quality of service to its customers had
declined in the course of merger and rationalization. Presents the
background of the company and describes relevant company procedures in
outline. Also describes the recommendations made and presents top
management reports with measures of customer service. Discusses issues
concerning implementation.
Scheduling across the supply chain
Authors: Little David , Kenworthy John , Jarvis Peter , Porter Keith
Published: July 2002

Work undertaken in collaboration with BPICS, Cincom (UK) Ltd and
ICI Engineering supported by funding from the EPSRC (CDP). The project
reviewed planning and scheduling procedures in over 30 industrial
companies over a two‐year period to establish best practice in
shop‐floor scheduling and to identify the key factors for scheduling
success. Outlines the research approach briefly to provide a framework
for the analysis of scheduling performance by industrial sector and by
scheduling tool. This includes a powerful method for the performance
measurement of supply‐chain management systems which allows the
comparison of effectiveness in different operating environments and when
using a variety of scheduling approaches. Important elements of the
project were the review and comparison of scheduling performance in
conventional MRPII environments (usually a manual activity based on
expediting or the use of shop floor control) with that of more recent
finite capacity‐based tools and a classification of scheduling
approaches. Some clear lessons have been learned. Concludes by
presenting these along with an outline of the success factors which
underpin effective scheduling performance in the range of best practice
companies identified.
The evolution of the PDF417 communications medium
Authors: Dover John
Published: July 2002

Covers the development of the PDF417 barcode symbology, describing
the evolution of the linear bar code and why PDF – the portable
data file – was developed. Examples are given of PDF417 being
used. Techniques including error correction, algorithms and scanning are
described.
The EC directive on packaging and packaging waste
Authors: Prendergast Gerard P.
Published: July 2002

Discusses the relationship between logistics, packaging and the
environment. Attempts to clarify industry confusion by identifying the
current status of the proposed EC Directive on Packaging and
Packaging Waste, which focuses on the recovery of packaging
materials. This directive has major implications for logistics. Presents
a survey conducted with UK marketing executives involved with the
production of consumer goods. Finds that awareness of the EC packaging
directive is very high – especially among medium– and
large‐sized companies. Respondents were concerned that the directive
would create excessive distribution costs for their firm. Proposes that
it is in this area where the benefits of information technology may be
realized by allowing the efficient management of the increased volume of
information created by reverse logistics. Finds that industry is
somewhat unsure of what the directive is meant to achieve and who will
be responsible for carrying out its requirements. Suggests that it would
be unwise at this stage for firms to make significant spending decisions
until the directive has been finally adopted since the directive as it
currently stands raises more questions than it answers.
Extending the supply chain into Europe via multi‐modal distribution
Authors: Proffitt Mike
Published: July 2002

Discusses the importance of an effective supply chain to companies
trading in Europe. Looks at the recent technological developments which
are leading to more sophisticated multi‐modal distribution techniques.
Suggests that technology is the most important issue which businesses
must address if they are to compete as world‐class companies. Proposes
that multi‐modal distribution is becoming a key part in the successful
management of the European supply chain and that logistics professionals
should work closely with their clients to ensure the most effective
method is selected.
Design for support and support the design: integrated logistic support ‐ the business case
Authors: Galloway Iain
Published: July 2002

The cost of supporting multi‐million‐pound military systems and equipment during the “in‐service” phase is now often well in excess of two‐thirds of the total cost of ownership. The management approach used to predict, budget, validate and control overall support costs is known as integrated logistic support (ILS). Explains the military approach to “designing for support”, how this is integrated into the operational requirement, and the benefits which accrue. This leads to an analytical process known as logistic support analysis (LSA), which is integrated into a dynamic “supportability database” known as the logistic support analysis records (LSAR). It then becomes the definitive repository for information on all support activities, including provisioning and technical documentation, and continues “live” in the in‐service phase “supporting the design”. Under a US Department of Defense initiative, using electronic data interchange (EDI), known as CALS ‐ which was computer‐aided acquisition and logistics support, and has now been redefined as “continuous acquisition and life‐cycle support” ‐ the UK Ministry of Defence is currently fielding an Interim Defence Standard 00‐60, which it is promoting as a contender for a NATO and ISO Standard on ILS. The final edition will be a standard for contracting for ILS, provisioning, technical documentation and CALS using EDI.
Developing logistics potential through people
Authors: Granville David
Published: July 2002

The successful business in the 1990s and beyond will be a user of highly trained, flexible people as the principal means of adding value. Workforce training and constant retraining must climb to the top of the management agenda. Value added will increasingly come through people, and provide the winners. Only highly skilled people will be able to add value. In order to achieve this, radical changes are required.
Spreadsheet selection: good luck or good management?
Authors: Robson Andrew , Pemberton Jonathan
Published: July 2002

Reports on the rationale used in the selection of a spreadsheet for use in information management and planning operations. Surveys business users and software suppliers to shed light on the criteria adopted in the selection process. Suggests that perceived market leaders and the procurement behaviour of competing organizations have greater influence than a rigorous IT selection strategy.
Some developments in software quality systems
Authors: Vella Alfred , Dunckley Lynne , Smith Andrew , Williamson Andrew
Published: July 2002

Discusses some related developments in software quality, one in the methodology of user‐centred design and one in the process of continuous assessment. The Taguchi method of experimental design is being used to improve the quality of user interfaces. A new methodology of user interface design (LUCID) is being developed, which promises to produce a quantum improvement in the quality of such interfaces. Describes a major survey of quality auditors in the UK which aimed to discover the differences between what the ISO 9000 family of standards claim to be measuring, what the auditor actually measures and what they claim are signs of good quality. Reports on the findings of a Department of Trade and Industry (DTI) sponsored project in which Cranfield University, the British Standards Institution and ICL looked at the issues involved in remote auditing of quality management systems.
Are ISO 9000 and TQM routes for logistics excellence?
Authors: Ho Samuel K.
Published: July 2002

The value of ISO 9000 and TQM are revisited, including the relationship with logistics strategy and the four pillars of TQM. The Japanese TQM experience is put under close scrutiny, which leads to the need for TQM model. A model called TQMEX standing for a TQM EXcellence Model has been developed based on sound TQM practices. Further to a previous survey conducted on 180 UK firms, another questionnaire survey was conducted based on 16 UK and 16 Japanese leading firms. The result of the survey highlights the similarity and difference between the two countries in the practices of ISO 9000 and TQM. Finally, a worldwide TQM movement towards logistics and business excellence is predicted and the way the TQMEX model can contribute is proposed.
Information systems concepts: a guide for executives
Authors: Raggad Bel G.
Published: July 2002

Explains that information technology (IT) applications, especially as reinforcer of competitive advantage, has received prodigious attention. Despite a generous coverage of information systems (IS) concepts, there is still a clear communication gap between line managers and IS managers that is harming the gain of strategic advantage. The lack of understanding between line managers and information specialists can create serious conflicts in interpreting corporate goals and strategic objectives. Presents an easy and user‐friendly organization of fundamental IS concepts in order to promote a higher level of communication between the two groups and produce a finer alignment of IT strategy and overall corporate strategy.