bluuebunny/crossref_metadata_2025 huggingface dataset:
Marketing works: a study of the restaurants on Bornholm, Denmark
Authors: Gyimóthy Szilvia , Rassing Charlotte R. , Wanhill Stephen
Published: July 2002

Commencing in the late 1980s in Europe, regional development policy has seen a switch of emphasis from large automatic grants to attract inward investment projects, towards small and medium enterprises (SMEs) and indigenous growth. From a tourism perspective, this blends well with models of community tourism development, particularly in peripheral areas. The task of co‐ordinating local actions usually falls on public agencies, but development is often made doubly difficult because there is a dichotomy between the market stance of tourist bureaux and the supply‐oriented approach of small traders. Such is the case of the restaurant industry on Bornholm, which fails to match the expectations of the visitors in their menu structures. This article analyses the extent of the gap between demand and supply in terms of the visitors’ experiences.
Transformation and power: the Croatian case
Authors: Fox Renata , Fox John
Published: July 2002

In a transitional country, transformation processes are difficult and complicated, especially in the hotel industry, which involves entire local communities. This paper analyses a sustained eight‐year dispute of ownership to hotel properties in the town of Opatija, one of Croatia’s leading seaside resorts. The case‐study builds insight into the importance of a local community power struggle on which, inevitably, privatisation will come to rest. Learning how to manage the “local scene”, rather than just offering top‐down policies is critical to transformation processes in all transitional countries.
Statutory Hotel Registration and Grading:
Authors: Callan Roger J.
Published: July 2002

Indicates that it is 14 years since the Beavis Consultative Committee
recommended that the matter of hotel registration and its effectiveness
be reviewed within three to five years. Presents definitions of
registration, classification and grading together with a recent
historical perspective of the developments of statutory registration in
the United Kingdom. Examines the reasons for statutory registration and
describes existing UK compulsory schemes outside the mainland. Contrasts
the lack of progress in the UK, and the degree to which price and tariff
controls are in operation, with schemes in the European Community. A
brief literature review presents the support for statutory registration
and classification. Re‐examines the eight conclusions of the Beavis
Consultative Committee. Concludes that it may be pertinent to review the
position of statutory hotel registration, classification and grading.
Australian Visitors to US National Parks and Natural Areas
Authors: Uysal Muzaffer , McDonald Cary D. , Martin Bonnie S.
Published: July 2002

Evidence suggests that the demand for outdoor recreation by visitors
from overseas countries is increasing in the USA and is likely to
continue in the near future. To offer international tourists
opportunities for quality experience, it is important to examine and
understand the travel behaviour of international visitors to national
parks and natural areas. Reports on a study of Australian visitors to
national parks and natural areas with respect to selected demographic
characteristics, motivations and information sources used in planning
their trips. The findings of this study may be used to generate
appropriate international market strategies for promoting tourism in
national parks and natural areas in the USA.
Strategic Clusters and Strategic Space
Authors: Edgar David A. , Litteljohn David L. , Allardyce Myrtle L.
Published: July 2002

Short breaks are one important segment of the overall tourism market.
They provide a distinct market sector with, it appears, special
competitive strategies. While the growth and value of this market sector
is undisputed, little attention has been paid to the strategic nature of
short break provision, or the potential of movement in strategic space.
Using data gathered from personal interviews and applying the concept of
strategic group clusters and strategic space, explores strategy and
performance differences of companies operating in the UK short break
market. Examines correlation between structural variables of market
scope, company size; and sources of competitive advantage in relation to
prime strategies adopted. Draws conclusions with regard to shifts in
strategic space for performance enhancement, and potential future market
developments.
Hospitality Education in Malaysia: Filling the Skill Gap
Authors: Goldsmith Alistair , Salehuddin Mohd Zahari Mohd
Published: July 2002

The recent development of the visitor market in Malaysia has brought to
light an increasingly urgent need to supply adequate numbers of skilled
personnel in the hotel sector. Itemizes and discusses recent advances
and incentives by Government and the private sector to develop a
strategy to meet this demand. Describes the involvement of government
agencies in co‐ordinating the training effort as an important first step
in providing legitimate instruction at all levels which is recognized by
employers. As a result, quality standards are seen to be improving, job
opportunities are becoming wider, and, it is hoped, more stability in a
highly mobile work force will be achieved.
Career Paths in American Luxury Hotels: Hotel Food and Beverage Directors
Authors: Nebel Eddystone C. , Braunlich Carl G. , Zhang Yihong
Published: July 2002

While much has been written on operational aspects of hotel food and
beverage functions, the literature on career paths and background
characteristics of successful food and beverage directors is quite
sparse. A survey was distributed to all food and beverage directors of
four and five star hotels in America to obtain a clear understanding of
the career histories of food and beverage directors and to determine if
there are any distinguishing characteristics in terms of demographics,
education or experience which are possessed by successful food and
beverage directors. Nearly all of the food and beverage directors
reported having ambitions for higher positions, with hotel general
manager the most preferred higher position. The results of the study
have implications for hospitality education curriculum development and
human resource planning in the luxury full service hotel industry.
The meaning and management of yield in hotels
Authors: Jauncey Stuart , Mitchell Ian , Slamet Pamudji
Published: July 2002

Definitions of yield management vary in terms of their content and
focus. Develops a “best fit” definition of yield management
of the hotel sector by reviewing the literature in this area and
extracting the key words and central meanings used. In addition,
produces a list of eight features using a comparison and analysis of the
views of London‐based front office managers and features of yield
management applications promoted through vendors′ sales literature.
Together these eight features illustrate what an ideal yield management
application would offer. While all of the applications currently for
sale within the UK offer some of these features, none of them are
capable of performing the complete range.
Towards a new business culture for tourism and hospitality
organizations
Authors: Ridley Sarah
Published: July 2002

Identifies hospitality and tourism themes that have been followed
in the International Journal of Service Industry Management and
Service Industries Journal between 1989 and 1994. Highlights
points of interest. The themes come under the headings of: structure of
the tourism industry; quality; consumer orientation; employees; and
strategic options, and follow the managerial practices that
organizations are concerned with in order to gain competitive advantage.
Hotel marketing strategy and the theory of reasoned action
Authors: Buttle Francis , Bok Bungkwon
Published: July 2002

A customer survey conducted from the perspective of the theory of reasoned action (TORA) supplies data which guide hotel marketing strategy. TORA is used to describe behavioural intentions of international business travellers. The two predictor constructs contained in the theory, attitude‐towards‐the‐act and subjective norm, jointly explain about 65 per cent of the variance in the criterion variable, intention to stay in the hotel on the next business trip. Of the two predictors, attitude‐towards‐the‐act makes by far the weightier and more significant contribution. Finds that attitudes rotate around service quality expectations. Discusses implications for marketing strategy.
Maximizing franchisee satisfaction in the restaurant sector
Authors: Hing Nerilee
Published: July 2002

Discusses a recent study into the level of satisfaction experienced by franchisees in the Australian restaurant sector. A model of consumer buying behaviour was used to identify the characteristics of both franchisers and franchisees which contribute to owner‐manager satisfaction with the purchase and operation of a franchised small business. The post‐purchase intentions of franchisees, were also investigated. Based on the survey findings from nine companies and 127 of their franchisee owner‐managers, provides prognostic and diagnostic frameworks to assist both franchisers and franchisees in their selection of a suitable business partner and in specifying appropriate remedial action in marginal franchised outlets.
Factors influencing adoption of NVQs in small hospitality businesses
Authors: Hales Colin , Tamangani Ziv
Published: July 2002

Against a background of the potential suitability, yet limited adoption, of National Vocational Qualifications (NVQs) in small hospitality businesses, reports the findings and conclusions of a study of five small businesses in the hospitality industry which had adopted NVQs. Discusses the preconditions, processes, outcomes, problems and issues associated with NVQ adoption and implementation. Suggests that success is more likely where there is an existing training culture and infrastructure; where on‐job training is positive, supportive and monitored; and there is a senior management NVQ “champion” and an enthusiastic team of in‐house trainers and potential assessors. Shows NVQs to give a sharper focus to training activity; improve candidates’ perceived job satisfaction, morale and career prospects; enhance work flexibility and performance; and to have a perceived, if difficult to measure, pay‐off in terms of business performance. Proposes that the potential contribution of NVQs to training and human resource management in small hospitality businesses is considerable.
An investment analysis model for small hospitality operations
Authors: Özer Bengi
Published: July 2002

Presents an educational model that has been developed to evaluate investments in small hospitality operations. Developed in the context of small businesses in Turkey, the model presents a systematic approach to evaluating the feasibility of small bed and breakfast hotel investments. Evaluates investment alternatives using discounted cash flow techniques as the user enters inputs with respect to the variables influencing the net cash flows. Observes changes in the value of the investment as any of the input variables are changed or as new scenarios are developed. Believes that such an approach is expected to increase understanding of investment analysis and contribute to education and decision process of small investors who usually lack the means for formal feasibility studies.
Hospitality/tourism job applications and educational expectation
Authors: Ross Glenn F.
Published: July 2002

Relatively little is known about basic educational goals and preferences among prospective hospitality/tourism industry employees. Relationships between hospitality/tourism career preferences and educational expectations have generally not been explored among this important group of people. Hospitality/ tourism job application letters prepared by 319 Australian secondary school students have been examined, together with a range of educational and teaching values so as to explore the learning and skilling aspirations of a sample of prospective hospitality industry employees. Problem‐solving emerged as the most favoured skill to be derived from the educational process. Those prospective hospitality/tourism industry employees more likely to advance their candidature by mentioning qualifications as well as personal and vocational attributes were also more mindful of the benefits of problem‐solving both within their present studies and also later in their professional life. The implications of these findings for hospitality/tourism as well as for prospective employees are examined.
Internationalization in hotels: current aspects and developments
Authors: Litteljohn David
Published: July 2002

Examines the contexts and some of the issues involved in hospitality internationalization. Sets the scene for some of the themes that are developed in later articles and reflects on some current literature in the area.
Assessing information needs and external change
Authors: Teare Richard
Published: July 2002

The managerial activity of learning about events and trends in the organization’s environment is known as environmental scanning. This process differs from industry or competitor analysis in two main respects: it is broad in scope and future‐directed. Assesses the extent to which information needs are currently met by scanning activities and profiles the “top 30” hospitality industry issues as reflected by UK‐based and North American hospitality management journals. Concludes with a priority ranking of the “top 30” issues assigned by UK hotel general managers and summary comments from this group on the implications for organizational learning.
Supporting managerial learning in the workplace
Authors: Teare Richard
Published: July 2002

Suggests that more and more organizations are attempting to establish a culture of learning that values the knowledge that employees have derived from learning how to perform effectively in the workplace. Reviews recent contributions to the literature on aspects of managerial learning and addresses the question “how do managers learn best in the workplace?” Draws from articles published between 1994‐1996 in eight journals: Executive Development; Journal of Management Development; Journal of Organizational Change Management; Leadership & Organization Development Journal; Management Development Review; Team Performance Management; The Journal of Workplace Learning; The Learning Organization. Focuses on four themes: managerial learning and work; coaching, mentoring and team development; competences, managerial learning and the curriculum; work‐based action learning. Concludes with a summary of the implications for managerial learning.
Current concerns: a thematic analysis of recent hospitality industry issues
Authors: Blum Shane C.
Published: July 2002

Reviews articles published during 1996 in the Hospitality Research Journal, Cornell Hotel and Restaurant Administration Quarterly and Florida International University Review. Identifies recent contributions to the literature in these North American‐based journals with reference to: people and organizations; service quality and customers; strategy and operations; food service; education; and eco‐tourism and legal issues.
Mystery shopping programmes and human resource management
Authors: Erstad Margaret
Published: July 2002

Mystery shopper programmes are defined as a tool for evaluating and improving customer service. The development and implementation of a mystery shopper programme is discussed as a sequence of related steps closely linked to human resource management and employee involvement. The process begins with setting the objectives of the programme and ends with rewarding behaviour and implementing change. Employee participation is seen as paramount to the success of the programme in all stages of its development. This involvement avoids shoppers being seen as spies by employees. Employees need to know what points they will be evaluated on and the expected company standards of performance. The results of shopping programmes should be used to provide diagnostic information on service delivery rather than as performance appraisals of individual employees.
The road to quality enhancement in tourism
Authors: Miroslawa Augustyn Marcjanna
Published: July 2002

The aim of this paper is to identify reasons for current quality problems in tourism and possible ways of enhancing tourism quality. To attain this goal, recent initiatives directed at quality improvement in tourism are first presented. Primary and secondary data have been utilised to achieve this. Systems theory is utilised in order to recognise the reasons for current quality problems. Evaluation of quality management processes is based on Dale and Plunkett’s model of levels in the evolution of quality management. The SERVQUAL model and the benchmarking technique are critically evaluated. The existence and inability of closing the tourism quality perception gap and the tourism quality control gap have been identified as chief causes of private sector tourism quality systems ineffectiveness. Three conditions of tourism quality enhancement have been formulated and a new tourism quality system that complies with these requirements has been proposed. A need for establishing a Total Quality Tourism Consortium as a formal body is emphasised.
Ecotourism research and promotion on the Web: experiences and insights
Authors: Mader Ron
Published: July 2002

There is a great need for detailed information about environmental tourism projects in Latin America and many are using the Internet as a library. However, institutional Websites from environmental groups (World Wildlife Fund, The Nature Conservancy, Conservation International) are often filled with outdated material. This paper will examine how Websites can assist local communities, students, policy‐makers and travellers in assessing ecotourism projects on the Web. We will examine some case studies and outline a process of improving Websites.
Sex tourism in South Asia
Authors: Rao Nina
Published: July 2002

Sex tourism is the dark side of the global phenomenon of tourism. Every day we read about the benefits of tourism, its income and employment potential, its ability to bridge the gap between the rich and the poor, its potential to overcome uneven development in backward regions of the world. Above all, its contribution to the balance of payments and foreign exchange earnings for the decolonised and third world countries that must enter the capitalist mainstream if they are to make the transition to the twenty‐first century. Asks why sex tourism is being condoned and wonders why more voices are not raised in protest against its continuance.
On making silk purses: developing reflective practitioners in hospitality management education
Authors: Lashley Conrad
Published: July 2002

Objectives being set by governmental, educational and industrial bodies suggest that future managers need to be reflective practitioners, and this issue will have to be addressed by hospitality educators. The paper suggests that if educators are to meet targets to achieve general standards of graduateness which require theoretical and critical evaluation as well as the demonstration of practical and organisational skills, they need to be systematic about their understanding of students’ learning preferences. Results from the pilot study reported on in this paper suggest that hospitality students have learning preferences which do not naturally include theorising or reflection. This paper furthermore reports on one set of educational concepts which can be useful in tracking students’ learning styles and in encouraging the development of more reflective approaches to study and management tasks.
Is the UK hotel sector out of trouble?
Authors: Allin Paul
Published: July 2002

Tourism in the UK showed a downturn in the first part of the 1990s and the period has been described as encompassing the most traumatic years in recent history for UK hoteliers. However, by 1995 the volume of tourism had recovered the levels of the late 1980s and it continued to grow. The total volume of overnight tourism in the UK increased by an estimated 23 per cent between a low in 1993 and 1997, the latest year for which official statistics are currently available. Findings suggest that the recovery in the hotel sector as a whole kept pace with this. The volume of UK hotel nights in 1997 was an estimated 8 per cent higher than in 1989. Other official figures on the numbers of hotels and on their financial turnover reveal developments in the hotel sector through the 1990s: fewer hotels providing the same level of bedstock; turnover and gross margins increasing. We note improvements to official statistics on the hotel sector, including a new UK Occupancy Survey, and we look at their potential in adding to understanding of the hotel sector. However, timeliness remains a concern. Also, the official statistics do not generally provide the level of detail needed by the industry, for example to show the effect of new markets such as budget hotels.
Measuring strategic planning effectiveness in hotels
Authors: Phillips Paul A. , Moutinho Luiz
Published: July 2002

Strategic planning is currently back in vogue as a key managerial process. However, despite the voluminous amount of strategic planning literature there has been a paucity of research that has measured planning effectiveness. This paper proposes a diagnostic tool developed for hotels called the strategic planning index (SPI) that measures planning effectiveness. Six factors were found to be critical to effective planning: planning implementation; future performance; past performance; functional coverage; reliance on analytical techniques; and staff planning assistance.
Re‐engineering global supply chains
Authors: Bhatnagar Rohit , Viswanathan S.
Published: July 2002

During the 1990s, globalization and time‐based competition have emerged as important business strategies leading to renewed emphasis on the logistics function. This has opened up opportunities for strategic alliances between manufacturing firms and specialized logistics services providers, with each partner focusing on its core area of competence. Although such alliances are common in North America and Europe, the determinants of success of such partnerships in the global context are not well researched and understood. Moreover this concept is relatively new in Asia. This paper presents an overview of the issues that impact the success of a strategic partnership between manufacturing firms and global logistics services providers (GLSPs). A case study featuring Motorola’s Semiconductor Products Sector and United Parcel Service (UPS) is described, for bringing out the important tradeoffs in such an alliance.
Supply chains for FMCG and industrial products in Italy
Authors: Battezzati Luigi , Magnani Roberto
Published: July 2002

Analyses the supply chains of the FMCG and the durable goods in Italy and shows particular methods of management, points of considerable development (manufacturing postponement) and the general lack of scale economics. Postponement is a practice that is being increasingly diffused to meet better the need to manage the complexity of the growing variety of products in hand. The development of the postponement practice in Italy is determined by the specific characteristics of the industrial and distributive structure and of the suppliers of services. It may be seen that postponement is particularly suited to the Italian industrial structure if flexibly realised as it does not specifically require scale economics.
Managing multi‐item common vendor inventory system with random demands
Authors: Kumar Sameer , Chandra Charu
Published: July 2002

This paper deals with developing new heuristic ordering rules for managing multi‐item, single vendor inventory systems with random demands. The inventory position for each item is continuously reviewed, and an order is placed when the projected stockout cost for all items exceeds a certain multiple of the average ordering cost. Rules are offered for determining which items to include in the order, and also for determining order‐up‐to level for each item. These rules involve two parameters, whose optimal values are estimated by simulation. Such systems are encountered in many real life situations, such as independent convenience stores, mom and pop grocery stores, ethnic grocery stores, neighborhood hardware stores, small independent retailers and family pharmacies. Many of these systems are grossly mismanaged from an inventory point of view. Ordering rules developed in this paper are the back‐bone of a proposed inventory and order management software required to support such small business operations.
The Impact of Interorganizational Alliances in Improving Supplier
Quality
Authors: Carter Joseph R. , Ellram Lisa M.
Published: July 2002

Examines the interorganizational alliance of a buyer and supplier with
the expressed objective of improving the quality of existing purchased
parts. Supplier quality can be improved through the implementation of
various programmes such as statistical process control (SPC). Supplier
quality improvement is viewed as two‐dimensional; there may be
improvement owing to the modification of product designs or to
implementation of process analysis techniques such as SPC. Examines the
relative importance of each dimension of supplier quality improvement.
The potential for improvement caused by each type of activity has
significant organizational and resource allocation implications for both
buyer and supplier.
WHOLESALER: A Decision Support System for Wholesale Procurement and Distribution
Authors: Das Chandrasekhar , Tyagi Rajesh
Published: July 2002

Develops a decision‐making framework for the design and operation of a
wholesaling system. Considers the new roles of wholesaling and proposes
an optimization model to satisfy best the service requirements at the
minimum cost. Using this model, a prototype decision‐support system is
developed to build various scenarios and suitable models for these
scenarios. A number of management reports are prepared to help managers
negotiate prices or volumes, consolidate warehouses, select transport
modes, and test the effectiveness of proposed service packages.
The realities of operating in Mexico: an exploration of manufacturing and logistics issues
Authors: Fawcett Stanley E. , Taylor John C. , Smith Sheldon R.
Published: July 2002

The growth of production‐sharing activities in Mexico has highlighted the need to explore the nature and competitive impact of production sharing. Presents and discusses some of the experiences firms can expect to encounter in Mexican operations. Uses an interview methodology to collect data regarding key manufacturing and logistics issues. Chooses to take an integrated approach that looks at both manufacturing and logistics at the same time because important cost and performance trade‐offs exist that influence the long‐term attractiveness of Mexican operations. Discovers tremendous diversity existing in almost all operating areas and that progress is being made towards the establishment of world‐class logistics and manufacturing practices.
Distribution network design
Authors: Mourits Marcel , Evers Joseph J.M.
Published: July 2002

Discusses the design of large‐scale distribution networks which
entails taking decisions on a large number of issues that are all
closely interrelated, making it difficult to develop a competitive
distribution strategy. Many support systems for distribution planning
have been developed, but, they do not facilitate a coherent approach to
the design process. Presents a logistic planning system that provides
dedicated support for all issues involved in distribution planning. The
foundation of which is an integrated planning support framework.
Proposes that small models dedicated to only part of the total design
process provide the best support for logistic planning and that such
models encapsulated in a framework lead to optimal system design.
Suggests that when the support system is applied to strategic/tactical
distribution planning, the design process requires less time and less
expert capacity, while resulting in a more competitive logistic supply
chain.
Taipower′s coal logistics system
Authors: Tzeng Gwo‐Hshiung , Hwang Ming‐Jiu , Ting Shih‐Chan
Published: July 2002

Concerns the logistics system of the Taiwan power company,
Taipower, and the problem it faces of coal allocation and fleet
deployment of dedicated coal carriers. The coal allocation problem can
be viewed as a multi‐index transportation problem requiring the
formulation of a coal allocation model. Owing to the high uncertainty of
shipping operations, formulates a dynamic fleet assignment model to
dispatch vessels and maximize ship usage. An integrated coal allocation
and fleet assignment decision support system based on these models was
developed to assist the decision maker. It not only guides Taipower
marine operations management in annual schedule planning, but also
assists operating personnel to allocate vessels to the schedules and to
make rapid adjustments. Demonstrates the potential for substantial cost
improvement in Taipower coal trade.
Themes for facilitating material flow in manufacturing systems
Authors: Harrison Alan
Published: July 2002

Organizes the wide‐ranging literature on “new wave
manufacturing” factors which impact on the flow of materials into
six themes which are related to a conceptual model. The six themes are:
the effects of under‐capacity loading; the role of pull scheduling; the
reduction of variability; the reduction of throughput time; the effects
of reduced throughput time and of schedule stability on outbound
logistics; and the application of synchronous flow to inbound logistics.
Concludes that case study methodology offers wider potential to research
casual links in the potentially complex interactions involved.
Applying value‐based management to procurement
Authors: Dumond Ellen J.
Published: July 2002

Value‐based management focuses the efforts of individuals and managers on the creation of value. Starts with an analysis of the literature on general management and materials management and then extends that analysis to the concept of the value system. Identifies particular management variables which are key to efforts in creating value, e.g. organization structure and hierarchy, centralization, information systems, external relationships, job responsibilities and formalization, performance measurement system, and education and training. Groups these into two broad areas: organization design; and human resource management practices. Collectively these variables form the framework for value‐based management. Describes the nature of these variables in both a traditional, function‐based organization and the more contemporary value‐based organization. Applies the value‐based framework to procurement, identifying those actions needed by managers in the transition of the efforts of procurement individuals towards the creation of value.
Role of benchmarking as a competitive strategy: the logistics experience
Authors: Bagchi Prabir K.
Published: July 2002

As companies strive to create better value for their customers in today’s competitive marketplace, managers are begining to realize the important role logistics plays. As they seek new ways to compete, one technique that has made headlines in the management community is benchmarking. Discusses the use of benchmarking in logistics in a few companies. Highlights the processes used, the obstacles faced and the gains made in these companies. Analyses the ways these obstacles were overcome. Based on these case studies, presents a generalized benchmarking process model and identifies and discusses the steps involved. Finally, provides practical suggestions for successful implementation of a benchmarking project.
Packaging, marketing, logistics and the environment: are there trade‐offs?
Authors: Prendergast Gerard , Pitt Leyland
Published: July 2002

Identifies, via a mail survey of UK marketing executives, who makes the sales packaging (i.e. primary packaging) decision within the company, and the extent to which these individuals perceive trade‐offs between the traditional marketing and logistical functions of a sales package, and environmental pressures to reduce, recycle and reuse packaging. Finds that the primary function of sales packaging is to protect the product until it is ready for use. The marketing function carries the most influence within the organization when it comes to making the sales package decision and, in the majority of cases, sales packaging accounts for less than 10 per cent of overall product costs. Claims the majority of respondents did not see a trade‐off between the marketing and logistical function of the sales package and the environmental demands to reduce, recycle and/or reuse sales packaging. However, reports that respondents did agree that sales packaging is a major environmental concern and, assuming it is not possible to have a sales package which both enhances the saleability of the product and is compatible with the environment, the ability of the sales package to sell the product is more important than its compatibility with the environment.
Distribution channels in Japan
Authors: Min Hokey
Published: July 2002

Uncovers the facts and fallacies of the Japanese distribution channel and presents proactive distribution strategies with their managerial benefits, for the successful penetration of the Japanese market. Frustrated US policy makers and business representatives have been crying “foul” for years over the difficulties in penetrating the Japanese market. They believe that a web of formal and informal Japanese trade barriers prevent US companies from getting a fair chance to sell their products in Japan. The Japanese distribution channel is often symbolic of such barriers. In general, it is characterized as closed and complex with multiple layers of middlemen leading to a large number of small‐scale “mom‐and‐pop” retail stores. Due to its non‐conventional structure, the Japanese distribution channel often has been misunderstood by many Westerners and subsequently such misunderstanding has led to unnecessary trade disputes with the Japanese government.
Lean logistics
Authors: Jones Daniel T. , Hines Peter , Rich Nick
Published: July 2002

Sets out an alternative approach to designing and managing a logistics system, which is called here lean logistics. Draws on research which has sought to extend the production system logic pioneered by Toyota beyond the factory gate and into industries other than automobiles. Starts by outlining the dilemma facing managers trying to implement new business practices and then proposes an alternative way of rethinking the logic of value creation, before illustrating how this works in a complete logistics system. Central to this new logic is a detailed understanding of the waste or inefficiencies that lie in existing systems. Such an understanding is required so that radical or incremental improvements can then be made in the development of a lean logistics system. Presents a framework to do just this called value stream mapping. Illustrates the approach with an example from the distribution industry. Also raises a number of key questions for the academic community in terms of future research and applications within the broad area of lean logistics.
An integrated approach to re‐engineering material and logistics control
Authors: Lewis Jayne C. , Naim Mohamed M. , Towill Denis R.
Published: July 2002

WMC Ltd is a medium‐sized company which manufactures and distributes mechanical/ electrical equipment for the construction industry. Constitutes a case study which illustrates the re‐engineering methodology developed for WMC in order to improve its material and logistics control strategies. The first re‐engineering approach initiated by WMC was to make wholesale changes affecting internal operations in order to achieve world‐class performance. Finds that optimization of the manufacturing operations highlighted further problems caused by an inefficient inventory control system. Hence, the updated objective became that of designing an improved material and logistics control strategy to ensure that the right materials are in the right place in the right quantity at the right time. Provides, therefore, an interesting case study example of how WMC achieved effective supply‐chain management through the development of a three‐stage re‐engineering framework encompassing changes to the internal structure, inventory control structure and supplier management strategies. The results are applicable to many other market sectors.
A comparative analysis of inventory costs of JIT and EOQ purchasing
Authors: Fazel Farzaneh
Published: July 2002

Presents a mathematical model to assist companies in their decision to switch from the economic order quantity (EOQ) to the just‐in‐time (JIT) purchasing policy. Determines an upper limit for the JIT purchase price of an item below which the manufacturer will be better off using JIT purchasing. Also determines the annual demand level at which the costs of EOQ and JIT purchasing will be equal (the indifference point). For demand levels above this indifference point EOQ is the less costly method while JIT is preferable for demand levels below this point. The model also predicts that JIT will be preferred for inventory items with higher purchase price, holding costs, or ordering cost.
Sourcing strategy: the impact of costs on relationship outcomes
Authors: Sharland Alex
Published: July 2002

Posits that relationship marketing is often suggested as being the best approach to dealing with suppliers and customers. However, there may be situations where the costs or goals of the parties involved do not require or justify incurring the costs of building a relationship. Presents an empirical analysis of some of the costs that may affect perceptions of a relationship. The independent variables analysed include switching costs, buyer investments, seller investments, and the product’s basis of competitive advantage. The dependent variables include perceptions of the relationship’s value, its expected longevity, and the likelihood of future relationships. Indicates that there are market conditions where the cost of building a relationship may not be worth the investment costs.
Structural changes in China’s distribution system
Authors: Luk Sherriff T.K.
Published: July 2002

One of the essential components of China’s economic open door policy is the reform in its distribution system. So far the distribution reform has transformed China’s distribution system from being non‐responsive and supply‐driven to increasingly responsive and market‐ driven and the nature of exchange relationships among channel members has also changed. Consequently, the China market has become more accessible. This paper reviews a series of distribution reform programs and the emerging trends, highlights major changes in China’s distribution system, identifies the unresolved marketing and administration issues, and assesses their implications for the design of channel strategy, market entry strategy, and effective channel management in China.
A social network analysis of business logistics and transportation
Authors: Phillips Diane M. , Phillips Jason Keith
Published: July 2002

Introduces social network analysis techniques to business logistics and transportation. The case study has two specific goals. First, it introduces social network analysis techniques to the business logistics and transportation community as a useful tool with which to study the dynamic flows of communication between members of a social network. Second, it describes a wide variety of techniques and then utilizes them to examine artifacts of scholarly communication ‐ journal citations. In doing so, it tracks the changing communication patterns across two separate time periods to describe the evolution and maturation of the fields of business logistics and transportation. Concludes that over a period of ten years the flow of information between the journals in the area of business logistics and transportation has become more efficient and that journals directly communicate with one another. Also, there is no longer a distinct break between logistics and transportation.
EDI in foreign trade
Authors: Mulligan Robert M.
Published: July 2002

At this time UN/EDIFACT is best suited to companies with “tied” customers, e.g. MNCs and their subsidiaries and companies who conduct a very high proportion of their overseas business with a small number of customers. Such EDI utilisation has been found to be most effective in the transport function where the UN/EDIFACT messages are most developed. SMEs are reluctant to invest in traditional EDI at the moment mainly because of the number of participants involved in a single export/import process and the fact that it does not offer complete compatibility with paper‐based systems. Additionally, the layout keys described by UN/EDIFACT messages do not follow existing designs for paper‐based systems: the SITPRO/ADEEP project is addressing this issue. Training issues are also involved. All types of companies are making increasing use of so‐called Web‐based EDI via the Internet, particularly as a sales tool.
Using soft systems methodology to manage hotels: a case study
Authors: Ingram Hadyn
Published: July 2002

Complexity and a focus upon operations characterize the modern hospitality industry, and this often prevents management from spending time on reviewing strategic business activities. This article argues that soft systems methodology can be a useful tool to understand and map complexity and to solve problems. This approach is demonstrated in practice through the use of a fictional case study of the Faraway Hotel, where soft systems analysis helped the owner to think more objectively about improving his business.
Measuring internal customer satisfaction
Authors: Gilbert G. Ronald
Published: July 2002

Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals representing 150 internal customer teams. When compared, the expected (self) ratings of the members of internal intact work teams were more positive than those ratings actually attributed to them by their internal customers. The findings reveal members of work teams tend to over estimate the effectiveness of their team’s performance when compared with the ratings the same teams receive from their internal customers. The measurement of internal customer satisfaction is a tool that can be a useful aid for managers of service quality and their work teams to help them more accurately measure the effectiveness of their units.
Economics of quality in a contract pharmaceutical organization
Authors: Cayer Claudette , Puddicombe Shari
Published: July 2002

This paper describes how executive buy‐in was obtained for this quality cost project as being a value‐added initiative, and provides details of the user‐friendly methods that ensured its successful implementation. The details provided include information related as to how this project has been presented and justified as being a value‐added initiative to executives and to line managers. Describing quality concepts and their applicability to a research environment was the key to winning over and rallying management to the cause. Establishment of user‐friendly methods to capture pertinent data was essential in bringing on board the staff members who are in position to identify and quantify the cost information. Their continued enthusiasm and support has been maintained through specific communication programs that are outlined in this paper.
Service excellence in electronic channels
Authors: Zeithaml Valarie A.
Published: July 2002

Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor. The premise of this article is that we must understand how the customer evaluates electronic service quality as a foundation for improving delivery. This article discusses the definition, conceptualization and measurement of electronic service quality, then offers some ideas for future research.
Training People to Deliver Service Excellence in British Airways
Authors: Street Mike
Published: July 2002

Before 1983 there was much criticism of the level of service at British
Airways. Describes how British Airways has moved since then to the
position of being able to call itself “The World’s Favourite
Airline”. This took place by means of four staff programmes, “Putting
People First”, “A Day in the Life”, “To be the Best” and “Winning for
Customers”. The aim is ensure that quality permeates the organization
in order to ensure the long‐term success of the company.
Total Quality at Thomas Cork SML
Authors: Seel Ian C.
Published: July 2002

Charts Thomas Cork SM Ltd’s path to total quality. Summarizes the
company’s main activities, before describing the events that led to an
interest in total quality management. Details the early experiences and
enthusiasm, and also the subsequent failure of TQM. Concludes with the
re‐incorporation of TQM in the company and a word of warning about high
expectations.
A Review of Computerized Systems for Implementing BS 5750/ISO 9000
Authors: Burr Adrian
Published: July 2002

Examines what facilities are provided, and in what way, by current
software packages designed to automate BS 5750 documentation procedures
in different industries. All the packages are aimed at reducing the
paperwork involved in implementing a quality system, but none completely
matches any market sector. Details some of the differences and outlines
a method for selecting a package for your industry.
Service Excellence – The Role of Information Technology
Authors: Jackson David , Humble John
Published: July 2002

Examines ways in which the information technology (IT) function can be
more responsive to its customers. Puts forward a seven‐step plan, with
the emphasis on action. The goal is to use IT to improve the two key
factors – service as perceived by the customer and cost effectiveness.
Malaysia Airlines’ Corporate Vision and Service Quality Strategy
Authors: Mat Zaid Abdullah
Published: July 2002

Malaysia Airlines’ vision is to become “An Airline of Excellence”.
Describes how the airline reinforced the Total Quality philosophy in its
service culture and improved customers’ perception of its quality as a
strategy to achieve this aim.
Quality improvement in the NHS
Authors: Macdonald John
Published: July 2002

Examines the NHS, its funding, service, change, etc. and the basic
elements of its reform. Details management problems and how TQM can
help, despite cynicism within the service. Puts forward an American’s
view of the British health care service, before concluding with a USA
example to prove that quality is important.
More world‐class winners ‐ profiles of the 1995 Baldrige winners
Authors: Taylor Chris
Published: July 2002

Looks at two of the 1995 Baldrige Award Winners. Details their company profiles and briefly discusses the future of the Baldrige Awards.
The theory of constraints in practice ‐ at Quality Engineering, Inc.
Authors: Motwani Jaideep , Vogelsang Kathleen
Published: July 2002

Applies theory of constraints principles in a five‐step focusing process in a US engineering firm, OMM Engineering, to assist in improving the overall productivity of the survey department. Assesses the needs of the firm, and concludes that the use of a global positioning system would double the capacity of the survey and engineering departments and increase throughput. Shows that the five‐step focusing process can be used successfully to eliminate bottlenecks within organizations.