bluuebunny/crossref_metadata_2025 huggingface dataset:
Performance measurements in worldclass operations
Authors: Kasul Ruth A. , Motwani Jaideep G.
Published: July 2002

No previously published research has developed a comprehensive set of requirements or critical factors that spans the literature. Offers a set of nine critical factors and 58 supporting performance measurements of world‐class operations (WCO) that have been synthesized from various authors. Proposes that it can be very useful to an organization attempting to identify those characteristics often mentioned in WCO literature that may provide an opportunity to implement core manufacturing strategies and a total global strategy. Managers can devise a plan to assess the current stages, determine the performance measurements, assign responsibilities and resources within the organization and monitor the progress for achieving company‐wide improvements towards WCO status and global competitiveness.
Malcolm Baldrige National Quality Award
Authors: Loomba Arvinder P.S. , Johannessen Thomas B.
Published: July 2002

Focuses on some of the ethical concerns pertinent to the application process of the Malcolm Baldrige National Quality Award programme and highlights some of the critical problems which the programme faces. Based on analysis of these issues, endeavours to distil an adequate opinion of the inherent value, merit and significance of Baldrige Award. Observes that, while the Baldrige Award programme does raise certain critical concerns ‐ specifically those related to unfairness, superficiality and publicity ‐ the inherent value of the continuously improving award programme far outweighs its limitations. As has been seen, the Baldrige paradigm is not limited exclusively to the world of business, and can be applied to reinforce quality and enhance productivity in virtually any kind of organization.
Quality loss functions and performance measures for a mixed bivariate response
Authors: Maghsoodloo Saeed , Huang Lien‐Hai
Published: July 2002

Mixed bivariate vectors occur when a sampling unit has two different types of response. This is a common occurrence in many manufacturing processes. The traditional optimization approach for such a problem is to analyse each response separately and to determine vital factors for that response, then choose optimal factor settings by making trade‐off adjustments among all factors. Develops a general mixed bivariate model that will consider the correlation between the two responses of general quality loss function. First, develops a general quality loss function to evaluate societal losses for a vector response and then develops signal‐to‐noise ratios as performance measures and for the three different mixed responses (smaller‐the‐better, larger‐the‐better), (smaller‐the‐better, nominal‐the‐best) and (larger‐the‐better, nominal‐the‐best). Introduces simulation to evaluate the efficiency of performance measures that are developed herein.
Benchmarking innovation best practice
Authors: Ahmed Pervaiz K.
Published: July 2002

Notes the heightening pressure towards innovation and the current patchy understanding of ideal practices in this area. Considers factors affecting innovation and reports on a study aimed at identifying best practice including firms from a range of sectors. Points to some key characteristics of best practice such as corporate philosophy, clarity of goals and cross‐functional interaction. Identifies the need to excel both in terms of hard and soft innovation, the former relating to structures and the latter relating to the management of such structures.
Benchmarking process formalization and a case study
Authors: Büyüközkan Gülçin , Maire Jean‐Luc
Published: July 2002

Aims to formalize the benchmarking process by proposing methods and tools for the steps of the process. Focuses on the first two phases of the benchmarking process: measurement and self analysis (phase 1), and determination of subject and partners of a benchmarking study (phase 2). For this purpose, related to the first phase, a method of diagnosis is employed. In the second phase, three different data analysis methods (lexical analysis, principal components analysis and common factor analysis) are utilized. These two phases serve the purpose of an internal benchmarking (comparison between different domains of activities in the enterprise) and of an external benchmarking study (comparison between different enterprises). Three enterprises are selected for the benchmarking application. Related data are collected and analyzed, and results are reported.
Benchmarking supply chain operations
Authors: Gilmour Peter
Published: July 2002

Over the last decade or so a number of significant research studies have focused on the characteristics of an excellent supply chain. These studies have shifted the emphasis from operational to strategic considerations. The practice of supply chain management has also broadened to include both operational and strategic concerns. A framework was developed to evaluate both the operational and strategic effectiveness of the supply chain which was tested with ten consumer goods and automobile manufacturers. It was found that consumer goods companies had significant room to improve their logistics operations. But none had a logistics strategy to guide the change. Automotive companies, on the other hand, had more sophisticated logistics operations and had plans to improve further over the next two years. The framework described in this paper provides a useful benchmark set for focusing change projects to improve both operational and strategic capabilities of the corporate supply chain.
Benchmarking for spare parts logistics
Authors: Pfohl Hans‐Christian , Ester Birgit
Published: July 2002

This article shows the use of benchmarking for the spare parts logistics in the German mechanical industry (investment goods or capital goods). After pointing out the areas of benchmarking application, the use of total function deployment (TFD) for the evaluation of benchmarking metrics is explained. With TFD customer requirements on spare parts supply and the process structure of spare parts logistics are brought together in quality matrices, which are the bases for the metrics derivation. The last paragraph contains the results of a survey in the German mechanical industry. Concrete values of benchmarking metrics from the questioned companies, belonging to metrics on delivery service, costs of logistics and on materials management, are given. All theoretical and empirical results are drawn from a research project conducted in the Institute of Business Administration/Department of Business Management at Darmstadt University of Technology.
Rational expectations and market fundamentals
Authors: Hui Eddie , Lui Tsz‐Ying
Published: July 2002

This paper uses an econometric approach to examine the relationship between real ( ex post) and rationally expected housing prices in Hong Kong over its boom and bust cycle. Models of market fundamentals are developed from a rational expectation hypothesis to compare the ex post housing prices and expected housing prices, and to test whether the housing price can reflect the market fundamentals. The findings suggest that the private housing price in Hong Kong is cointegrated to the market fundamentals in the long‐runP only; and exhibits a volatile performance in the short‐run. The short‐term market “noises” are believed largely to be the result of government intervention and unexpected market fluctuations.
Estimating local repeat sales house price indices for British cities
Authors: Leishman Chris , Watkins Craig
Published: July 2002

This paper argues that the methods of constructing house price indices for UK markets lag behind those employed in Europe, Australasia and North America. This is particularly evident in terms of the range and level of technical sophistication of the index construction methodologies. Importantly, the paper argues that the absence of reliable house price indicators undermines the decision‐making ability of policy makers and investors operating in urban housing markets. The paper suggests that this can, in part, be remedied by the construction of a system of local house price indices for British cities. The empirical research presents the first UK application of the repeat sales method to UK data. Indices are constructed for four cities and a range of diagnostic tests are used to establish the reliability and accuracy of the indices as a means of monitoring house price change. The research concludes by suggesting that the methods used here should be tested further on data from major metropolitan regions in England and Wales.
E‐commerce and retail property in the UK and USA
Authors: Worzala Elaine M. , McCarthy Anne M. , Dixon Tim , Marston Andrew
Published: July 2002

Presents findings from separate research projects conducted in the UK and the USA on the impact of e‐commerce on retailers and retail property. Examines differences between UK and US retailers along several dimensions: Internet strategies, perceptions of the Internet, barriers to e‐commerce growth, and future space requirements. Overall, findings indicate that UK and US retailers have similar attitudes about e‐commerce. Specifically, retailers in both samples perceive little threat or impact from e‐commerce. Second, barriers to e‐commerce growth are similar for UK and US retailers and include fulfillment and security issues. Third, UK and US retailers indicate that their retail space needs will remain the same or increase in the short term, despite the threat of e‐commerce. Finally, both sets of retailers believe that entertainment is an important strategy if shopping centers are to remain viable.
Utility wayleaves: a compensation lottery?
Authors: Hutchison Norman E. , Rowan‐Robinson Jeremy
Published: July 2002

In the UK over the last 20 years there has been a proliferation in the statutory provisions for wayleaves. The utilities requiring wayleaves such as the water, gas and electricity companies have now been joined by cable TV and a host of telecommunications providers. All have access to compulsory powers. However, there are variations between these powers and between the compensation arrangements. The main objective of this article is to examine whether the compensation arrangements are now appropriate, following the privatisation of the gas, electricity, water and telecommunication companies. The article considers the results of a six‐month study of wayleaves funded by the RICS, which was completed in 2000, and recommends that, in order to strike a fair balance between the interests of the utilities and the landowners, legislative change is required. Claimants should not merely be entitled to the financial equivalent of their loss, but instead a consideration should be paid reflecting, in effect, a rental for the wayleave.
Valuing renewal options in public industrial leases in Singapore
Authors: Foo Sing Tien
Published: July 2002

Option to review land rents to prevailing market rents and option to renew leases for another term are two important options embedded in the public industrial land leases in Singapore, managed by the Jurong Town Corporation (JTC). The land rents of JTC leases are reviewed every year subject to a cap on the land rent increase. The rent cap, which is historically lower than the prevailing market growth rate, widens the gap between the contract rent and the prevailing market rent as the lease progresses. This creates disincentives to the lessor for not exercising the rent review option, because the option is in‐the‐money. The rent gap, on the other hand, is also translated into substantial profit rents for lessees who hold onto the leasehold interests of industrial lands. By assuming two different probability distributions for the ex‐ante prevailing market rents, the profit rents were simulated to derive at the values of a hypothetical 30‐year lease, which range from US$47.93 (S$86.45) per square meter (psm) (Sungei Kadut, Kranji) to US$236.05 (S$425.74) psm (West Coast Highway). Based on these simulated 30‐year leasehold values and assumptions of other input parameters: equated yield (e = 10 percent), risk free rate (Rf = 4.52), volatility of leasehold value (σ = 15 percent), term of lease (T = 30 years) and rental growth cap (g = 7.6 percent), the premiums for the lease renewal options were estimated to be in a range of US$4.55 (S$8.21) psm to US$22.26 (S$40.15) psm.
Investment and Private Sector Residential Development in Inner‐city
Dublin
Authors: Adair Alastair , Berry Jim , McGreal Stanley
Published: July 2002

The role of state intervention in stimulating inner‐city land markets
for private‐sector residential development is becoming an increasingly
important element of urban regeneration strategies. Considers how fiscal
incentives are being employed in inner‐city Dublin to promote investment
opportunity in the housing sector. Examines the operation of targeted
tax‐based incentives with illustrations to show how a demand‐driven
residential property market is being created in locations which were
traditionally neglected by investors.
Centralism vs Federalism
Authors: Brühl Martin , Lizieri Colin
Published: July 2002

As property investment increasingly takes place on an international
stage, investors are turning to portfolio theory to help structure their
investment strategies. Portfolio theory is an expectations‐led theory.
It is insufficient to rely on historic property returns alone. Rather,
the fundamental factors that drive market performance should be
considered. Argues that any European diversification strategy should
consider the political and administrative structures in place in the
Community. Specifically, contrasts the federal structure of Germany
with the centralized structure of France and considers the implications
for institutional investment and real‐estate performance.
Use and Investment Markets in British Real Estate
Authors: Keogh Geoffrey
Published: July 2002

Outlines a simple analytical framework for interpreting property market
behaviour across use, investment and development markets and reviews
evidence on market activity over the period 1970‐1994. A simple model of
rational switching within investment markets appears to be supported by
market evidence from the 1970s. However, the 1980s does not support such
simple hypotheses and raises questions about the basis of property
market behaviour, particularly with respect to investment. Have
investment decisions been irrational or have we witnessed a necessary
and justified realignment of property with respect to other asset
classes?
Using forward contracts to hedge foreign investment in US real
estate
Authors: Ziobrowski Brigitte , Ziobrowski Alan
Published: July 2002

Recent studies on foreign investment in US real estate provide
evidence that fluctuating exchange rates are likely to reduce the
potential gains from international diversification by making these
investments more risky. However, other research has suggested that
forward currency contracts may provide an effective mechanism for
offsetting exchange rate volatility and thus restore the diversification
benefits. Examines the use of forward contracts as a means of hedging
the currency risk associated with foreign investment in US real estate.
Indicates that, although continuous hedging of US real estate with
forward contracts allows foreign investors to eliminate most of the risk
induced by currency instability, the improvements are insufficient to
produce diversification gains for all foreign investors in the context
of meanvariance portfolio performance.
An economic basis for the analysis and prediction of local office
property markets
Authors: Jones Colin
Published: July 2002

Examines the economic basis of current approaches to analysing and
forecasting the office property market. It considers both an aggregate
regional and urban approach to these tasks, and contrasts these with a
disaggregated urban/intra‐urban approach. Notes the need for local area
forecasting and argues that this is most appropriate at the urban level.
Appraises the barriers to future development of aggregate urban models
and notes that it is currently possible to use a disaggregated approach
to provide detailed local forecasts. Critically reviews the
disaggregated approach with the aid of a case study of the Paisley
office market. Concludes that there are considerable shortcomings in
data and in the understanding of office market dynamics, and that more
analysis should precede the development of forecasting models.
The negative leasehold
Authors: Mackmin David
Published: July 2002

There have always been situations where tenants, for one reason or
another, have paid rents in excess of open market rental value. The
position today, due to the downturn in the letting market, is that many
more tenants are now in this position. This poses a problem for
valuation surveyors when asked to express an opinion on value for sale,
negative or reverse premiums, and on value for asset valuation purposes
where negative values must be specified. A further point for
consideration is the issue raised by the Accounting Standards Board of
charging future rent obligations as a single lump sum to profit and loss
accounts. Explores these challenges in relation to leasehold valuation
methodology and suggests approaches.
Using a geographical information system for property valuation
Authors: Wyatt Peter
Published: July 2002

Property valuers in England and Wales face a difficult task; they must collect and assimilate data from a variety of sources which differ widely with regard to quality, currency and coverage. This is because of legislative restrictions on access to public sector data sources and organizational constraints on access to property data within the private sector, such as confidentiality and commercial secrecy. Proposes a system for the dissemination of property data for valuation and other property‐related procedures, namely, a National Land Information Service (NLIS). Suggests that a NLIS should be developed using geographical information system technology. Describes a methodology which shows how a spatial analysis technique available on a GIS was used to examine the influence of accessibility on property value.
Discounted cash flow analysis in property investment valuations
Authors: Kishore Rohit
Published: July 2002

Employs discounted cash flow analysis as a valid method for valuing future cash flows from property investments. The method has regard to the market participants’ investment behaviour and thus is able to encapsulate the economics of the investment decisions made; particularly by institutional investors. Observes, however, that there has always been serious concern about discounting property investment returns using discount rates that predicate long‐term bond yields. Reports on a comparative study between Australian ten‐year bond and the prime Sydney and Melbourne office yields which has been carried out to find out if there is a correlation. The relationship between the two yields for period March 1980‐March 1995 shows an inverse relationship, i.e. a negative correlation between the two yields. The result is consistent for both studies. The actual f‐value of 89 for Sydney office yields versus bond yields and 110 for Melbourne office yields versus bond yields, respectively, when compared with the table f‐value of 7.08 for the data set, indicate that the negative relationship is significant. Argues, in addition, that the achieved R2 of 60 and 65, respectively, indicates that the explanatory power of the model is acceptable. So a discount rate based on bond yields, in the rising bond market, will indicate a higher future return from the property investment. Concludes that the result is totally flawed, given the inverse relationship between bond and property yields, because the actual future return will be lower; and that, as a result, in the rising bond market the prospective property investors who ought to achieve higher future return will actually end up achieving a lower return. A converse flawed result will be achieved in the falling bond market. In this market the vendors using this method to calculate the exit value of their investments are actually accepting an incorrect lower price.
The adequacy of property tax valuation procedures
Authors: Cooper Kelvin , Western Philip
Published: July 2002

Reviews some of the more significant changes to the processes of district revaluations and valuation roll maintenance in New Zealand, in particular the influence of changing measurement and accountability mechanisms. Explains changes to established processes and outlines new measurement criteria for evaluating performance against a background of important wider reforms and developments in New Zealand’s public and private sectors. Provides a rationale for the new emphases on public sector accountability, and the concomitant need for increased and improved information; current governmental thinking on how performance measurement should be conducted; the focus on customer perspectives and satisfaction; and the steps taken to secure ISO accreditation. Gives an account of Valuation New Zealand’s part in the development of a Crown land information system and concludes by considering the advantages of VNZ’s executive information and electronic data exchange systems.
An analysis of valuation variation in the UK commercial property market
Authors: Adair Alastair , Hutchison Norman , MacGregor Bryan , McGreal Stanley , Nanthakumaran Nanda
Published: July 2002

Addresses the issue of valuation variation. The fundamental research question is to establish the range of valuations which a group of qualified valuers operating in the same market and using the same basic assumptions would produce in their estimation of price. It significantly extends the approach adopted by Hager and Lord and draws conclusions about different market sectors, locations and size of firms. The results of the survey show a wide variation in value across both rack rented and reversionary interests. In terms of the former over 80 per cent of all valuations produced a variation from the mean of less than 20 per cent with a corresponding figure of over 90 per cent for the reversionary investments. These levels of accuracy fall short of the contention that valuers can value to within 5‐10 per cent of market value.
Perceptions of risk in the valuation of contaminated land
Authors: Syms Paul
Published: July 2002

UK government policy regarding the clean‐up of contaminated land favours treatments which are appropriate to the actual or proposed use of the land. This suitable‐for‐use approach predicates against the total removal of contaminated soil and in favour of in situ remedies. Any in situ treatment, whether it comprises containment of the contamination or changing its physical characteristics through chemical or biological methods, will leave behind some degree of residual risk. This risk may take many forms, for example the appropriateness or otherwise of the concentrations of materials left on treated sites, the possible failure of the treatment method and the potential for future changes in legislation. If valuers are to prepare valuations of sites, both before and after treatment, which adequately reflect the true situation and do not seek to avoid the influence of past contamination, then they need to be able to assess the risks associated with the site. In a numerically small market, and with limited information as to past contamination and treatment methods, valuers need to place considerable reliance on their professional judgements. Discusses possible guidelines which may be adopted in the treatment of affected sites for residential, industrial, commercial and leisure uses. Discusses the perceptions of valuation and development professionals through the results of questionnaire and interview surveys. Considers the “stigma” implications in respect of contaminated land values, both before and after remedial treatment, and attempts to place land contamination into context with other, everyday environmental issues. Proposesd a list of potentially contaminative industrial uses and ranks these in order of perceived hazard. Proposes a multi‐disciplinary approach with a view to the adoption of a risk assessment method for the appraisal of contaminated land.
Estimating the influence of transport on house prices: evidence from Hong Kong
Authors: So H.M. , Tse R.Y.C. , Ganesan S.
Published: July 2002

Attempts to analyse the importance of transportation in determining house prices in Hong Kong. Residential property is sold as a package of inherent attributes that are valued by consumers and this analysis classifies them into the following categories: structural, physical and environmental. Specifically, these determinants of housing price include structural attributes such as size, age and floor level of the housing units; amenities such as accessibility to various means of transport; and factors determining the quality of the environment such as availability of recreational facilities. In this study, data were obtained from a large residential area in Hong Kong. Uses a Hedonic price model for estimating the importance of each of the defined utility‐bearing attributes on house prices.
The use of appraisals in portfolio valuation and index construction
Authors: Geltner David
Published: July 2002

Provides a review of basic appraisal and statistical principles combined with a simple numerical simulation. Suggests two main directions in which the appraisal profession should move. First, because public stock exchanges tend to be more informationally efficient than private property markets, appraisal accuracy can be improved by making increased quantitative use of the information in the share prices of publicly‐traded property companies. Second, it must be recognized that the valuation techniques which are optimal for individual property appraisal are suboptimal for the mass appraisal of aggregate portfolios or indexes of property market values. Suggests that regression‐based techniques based purely on transaction prices may be superior for this latter function.
Interactive application of computer assisted mass appraisal and geographic information systems
Authors: McCluskey William , Deddis William , Mannis Adam , McBurney Dillon , Borst Richard
Published: July 2002

Provides an outline of research seeking to apply to computer assisted mass appraisal (CAMA) model capable of use within a geographic information system (GIS). The end product will be a working GIS/valuation integrated model. The model, in an operational context, can be utilized for property taxation purposes, to facilitate the rating and revaluation of residential properties in Northern Ireland. As the value of land and property is a function of economic, legal, physical and locational factors, consequently access to comprehensive, reliable and up‐to‐date transaction evidence is a prerequisite to property valuation. Valuation techniques depend on the collection and analysis of relevant data. Historically, the application of these techniques took place within a non‐spatial environment. Ultimately, market data support any estimate of value. Data searches and collection can prove both time consuming and expensive in relation to the fee earning potential of a valuation report. GIS can facilitate, in a spatial and aspatial context, the storage, manipulation and analysis of data, in a fraction of the time previously required. Current techniques for the mass appraisal of property, and for the prediction of residential property values, can be enhanced by utilizing the data handling capacity of GIS. Integration of a mass appraisal model within a GIS will add value to the valuation process.
Sustainable transport for Asia‐pacific megacities
Authors: Tegart Greg , Jolley Ainsley
Published: July 2002

Increasing urbanization in the Asia and Pacific region is leading to a rapid increase in the number of megacities. A major concern is the issue of sustainable transport. This article describes the procedures used and results of a multi‐economy foresight study of sustainable transport in megacities of the Asia‐Pacific region. Key issues and policy actions needed are identified.
Regulating in an imperfect world: building independence through legitimacy
Authors: Samarajiva Rohan
Published: July 2002

Discusses telecommunication regulatory agencies, which have multiplied worldwide. Proclaims the new regulators can win effective independence and position themselves as exemplars of good governance. Sums up that good regulatory design is never fully completed, in the same way that a computer system’s firewall is never completed.
Spectrum property rights
Authors: Curwen Peter
Published: July 2002

Posits when someone gets a spectrum licence, they are almost guaranteed that the market structure of the service provided will be frozen for a certain period. Suggest a new system based on property rights and spectrum trading would challenge all this. Concludes that a new regime based on property rights and spectrum trade is within reach. Contends that in some frequency bands, spectrum is the only bottleneck that impedes the entry of new operators.
Agent‐based modelling of customer behaviour in the telecoms and media markets
Authors: Twomey Paul , Cadman Richard
Published: July 2002

Agent‐based modelling is a bottom‐up approach to understanding systems which provides a powerful tool for analysing complex, non‐linear markets. The method involves creating artificial agents designed to mimic the attributes and behaviours of their real‐world counterparts. The system’s macro‐observable properties emerge as a consequence of these attributes and behaviours and the interactions between them. The simulation output may be potentially used for explanatory, exploratory and predictive purposes. The aim of this paper is to introduce the reader to some of the basic concepts and methods behind agent‐based modelling and to present some recent business applications of these tools, including work in the telecoms and media markets.
Process mapping techniques and organisational analysis
Authors: Biazzo Stefano
Published: July 2002

Examines the problems, and the limitations, of the use of process mapping techniques in the light of sociotechnical experience in systems analysis. To do this, first, the fundamental characteristics of the various process mapping techniques are illustrated, highlighting how these can be characterised by a conception of business processes based on the notion of “technology” which has been developed within modernist organisation theory. Then, the contribution of sociotechnical theory to office work analysis and design is presented, with particular reference to the work of Calvin Pava on the relationship between the method of analysis and the nature of work. Concludes with some reflections on the residual role attributed to social aspects within process mapping and on the problem of artificial rationality and linearity linked to an acritical use of modelling languages.
TQM strategies in a developing economy
Authors: Osuagwu Linus
Published: July 2002

This study investigated the total quality management (TQM) strategies of Nigerian companies with regard to emphases on dimensions of TQM strategies, the impact of environmental factors on TQM strategies, and the empirical relations of TQM strategies, impact of environmental factors on TQM strategies, and measures of organizational performance. Using a survey research methodology, it was found that most dimensions of TQM strategies witnessed reasonable levels of emphasis, and the impacts of environmental factors on TQM strategies have been substantial. Statistically‐significant empirical relationships were established between most dimensions of TQM strategies and measures of performance. The findings have support in previous normative and empirical studies. Suggestions were made with respect to replicating the study in specific Nigerian industries and some developing African countries that have embraced the structural adjustment programme.
Process management in a hospital and healthcare context
Authors: Coulson‐Thomas Colin J.
Published: July 2002

Indicates that business process re‐engineering (BPR) is becoming more widely adopted within hospital and healthcare organizations. However, process management in a public sector and healthcare context raises particular problems. Shows that a European Commission supported project has examined the European application of re‐engineering approaches to healthcare processes. It has also undertaken detailed analyses in two pilot sites in order to develop an approach to process management, including a re‐engineering framework and methodology, adapted to the particular requirements of the healthcare context. Presents the findings of the European Commission supported HOCAPRIT project.
Causes and impact of reengineering
Authors: Chan Peng S. , Peel David
Published: July 2002

This study offers a framework for understanding the causes and impact of reengineering. The framework views the causes and impact from two aspects, namely, external and internal dimensions. Using case research, it was found that both external and internal factors were important in driving reengineering as well as in explaining the results brought about by reengineering.
Investigating business processes: does process simplification always work?
Authors: Harrison Alan
Published: July 2002

Describes the use of a meta‐level model to discover the core operations process, and how the boundaries around the business process were identified at an automotive manufacturer. Evidence was then collected both qualitatively and quantitatively for two models that shared the same business process in the same plant. This research design effectively removed much of the “noise”, such as organisation structure and payment systems, from the investigation. The study concludes that the two models have different and distinctive process needs, and that convergence through process simplification is actually a doubtful strategy to apply to all products in every context. Process simplification is not a general rule for improved competitiveness, and a business must understand the limitations in terms of product performance in the market place.
An improved BPR approach for offline enabling processes
Authors: McAdam Rodney , O’Hare Cormac
Published: July 2002

Business processes can be broadly classified into strategic processes, operational/value adding processes and enabling processes. There is a growing abundance of literature on the strategic and operational processes, perhaps judged to be appropriate due to their value adding importance and more tangible and sequential nature. Enabling or supporting processes have historically recieved less attention, however with increasing inter and intra networking of organisations these processes are not seen as peripheral but as integral parts of the organisation. A key enabling process is that of maintenance (in the manufacturing sector), this process is sometimes referred to as the maintaining process. In this paper a methodology involving business process re‐engineering is developed and applied to the maintaining process within the chemical industry (Du Pont‐Global). The methodology includes both self‐assessment and proactive change management. Based on the findings improvements to the methodology are suggested.
Mapping customers’ service experience for operations improvement
Authors: Tseng Mitchell M. , Qinhai Ma , Su Chuan‐Jun
Published: July 2002

The growing importance of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, many service sectors have sought and made use of various enhancement programs to improve their operations and performance in an attempt to hold competitive success. As most researchers recognize, service operations link with customers. The customers as participants act in the service operations system driven by the goal of sufficing his/her added values. This is one of the distinctive features of service production and consumption. In the paper, first, we propose the idea of service operations improvement by mapping objectively the service experience of customers from the view of customer journey. Second, a portraying scheme of service experience of customers based on the IDEF3 technique is proposed, and last, some implications on service operations improvement are given.
A field study of success and failure factors in asynchronous groupware supported process improvement groups
Authors: Kock Ned , Jenkins Andrea , Wellington Robert
Published: July 2002

Process‐focused improvement groups form the change dynamic in two world‐class paradigms of change management – TQM and BPR. This paper outlines a research project that implemented and studied three occurrences of asynchronous groupware supported process improvement groups in a New Zealand tertiary education institution. Research data was collected during and after group discussions using discussion transcripts, participant observation, and structured and unstructured interviews of the participants. This paper reports the general success and failure factors that were developed from the material collected.
Engineering the leagile supply chain
Authors: Mason‐Jones Rachel , Naylor Ben , Towill Denis R.
Published: July 2002

Notes the importance of new internal supply chains being properly interfaced with the marketplace. Suggests that the appropriate way forward is to design and implement a “leagile supply chain”. Whereas leanness may be achieved by eliminating non‐value added time, agility usually requires the additional reduction of value‐added time via production technology breakthroughs. Demonstrates how the “lean” and “agile” paradigms may be integrated. This requires evaluation of the total performance metric and development of a route map for integrating lean production and agile supply in the total chain. Presents results achieved in a re‐engineered real world supply chain serving the electronic products market.
Strategies for enhancing agility of make‐to‐order manufacturing systems
Authors: Subash Babu A.
Published: July 2002

This paper relates to make‐to‐order (MTO) manufacturing environment. Initially, the various issues of concern and problems encountered in relation to typical MTO systems are presented to emphasize why agility is required in such systems. The need to have better performance measures is discussed. How some of the problems related to typical MTO systems were dealt with in the past is discussed, by highlighting the salient features of some selected contributions made towards enhancing agility in MTO systems. An outline of the system presently being developed by the author for concurrent and integrated management of MTO manufacturing organisations, which is conceived mainly as an agile management system for MTO environment, is also presented.
The very model of a modern library consortium
Authors: Wade Rona
Published: July 2002

At what stage and under what circumstances does an informal consortium need to think about changing from an alliance of non‐ affiliated institutions to a formal legally incorporated body? This paper draws on research funded by the Western Australian Group of University Librarians (WAGUL). It provides an analysis of 11 small to medium‐sized consortia of primarily academic libraries in five countries. The aim is to canvass the range of different models that currently exist for library consortia and from that to identify the factors that determine when and how incorporation should be considered. The factors identified are the joint ownership of assets, payment for services, provision of joint services and protection under the law.
Reduction in episodes of self harm/harm to others in severely mentally ill population through assertive outreach
Authors: Turner M.S. , Douglas A.R. , O’Sullivan J.P. , Nicol M.
Published: July 2002

This article aims to apply the process of clinical governance to the management of patients with a major mental illness, living in the community, with a history of self harm and/or harm to others; and to design an early warning system to drive rapid intervention if patients miss a clinic appointment. This follows the recommendations of good clinical practice for this vulnerable group.
A strategic approach to falls prevention
Authors: Carson Maureen , Cook Jonathan
Published: July 2002

As part of the Trust’s clinical governance arrangements and to facilitate a systematic approach to clinical governance a risk assessment was conducted. This assessment identified that falls were a significant risk of patients, both during episodes of in‐patient care and in their own homes. There is little evidence nationally to guide good practice; therefore a multidispiplinary steering group was set up to develop a comprehensive approach to falls prevention. This resulted in the development of evidence based falls prediction tools, Trust policy and guidelines and extensive staff training programmes. Information leaflets have been provided to patients and additional services such as falls groups have been developed.
Access, satisfaction, and utilization in two forms of Medicaid managed care
Authors: Smith Wally R. , Cotter J. James , McClish Donna K. , Bovbjerg Viktor E. , Rossiter Louis F.
Published: July 2002

We determined access and satisfaction of 2,598 recipients of Virginia’s Medicaid program, comparing its health maintenance organizations (HMOs) to its primary care case management (PCCM) program. Positive responses were summed as sub‐domains either of access, satisfaction, or of utilization, and adjusted odds ratios were calculated for HMO (vs. PCCM) sub‐domain scores. The response rate was 47 per cent. We found few significant differences in perceived access, satisfaction, and utilization. Both HMO adults and children more often perceived good geographic access (adults, OR, [CI] = 1.50, [1.04‐2.16]; children, OR, [CI] = 1.773 [1.158, 2.716]). But HMO patients less often reported good after‐hours access (adults, OR, [CI] = 0.527 [0.335, 0.830]; children, OR, [CI] = 0.583 [0.380, 0.894]). Among all patients reporting poorer function, HMO patients more often reported good general and preventive care (OR, [CI] = 2.735 [1.138, 6.575]). We found some differences between Medicaid HMO versus PCCM recipients’ reported access, satisfaction, and utilization, but were unable to validate concerns about access and quality under more restrictive forms of Medicaid managed care.
Audit of 24‐hour pH monitoring in a large teaching hospital – are current guidelines being followed?
Authors: Maxwell‐Armstrong C.A. , Jonas M. , Hussein S. , Wright J. , Scholefield J.H.
Published: July 2002

Twenty‐four hour pH monitoring is an expensive, time‐consuming and uncomfortable investigation only necessary in a small proportion of patients with gastro‐oesophageal reflux disease. Guidelines have been published by the British Society of Gastroenterology, in order to clarify those patients likely to benefit. Aims to assess whether these guidelines are being followed in a large teaching hospital. A random selection of the notes of all patients referred for 24‐hour pH monitoring at the Queens Medical Centre were assessed for the appropriateness of referral. A total of 114 patients were referred for pH monitoring, and the notes of 77 of them reviewed. This audit shows that in the majority of cases guidelines are being followed. Referrals from non‐gastrointestinal specialties accounted for 50 per cent of cases where they were not. In addition, 40 per cent of all referrals from non‐gastrointestinal specialties failed to follow guidelines, suggesting that this group is either educated further as to their contents, or that all patients referred for 24‐hour pH monitoring see a medical or surgical gastroenterologist prior to the investigation.
Involving users, improving services: the example of cancer
Authors: Gott Merryn , Stevens Tony , Small Neil , Hjelmeland Ahmedzai Sam
Published: July 2002

Facilitating user involvement is regarded as a significant factor in advancing the overall quality of health care provision. The wish to develop user involvement is present in White Papers, government reports and policy guidance. The reform of cancer services consequent on the implementation of the Calman Hine Report creates opportunities for meaningful user involvement in cancer care. Draws on research conducted in the Trent Region of the NHS and examines how far user groups have been involved, which groups may be excluded and what remains to be done to elevate user views in planning and evaluation of cancer services. Many commissioners and providers of health care are currently establishing the infrastructure to encourage the development of user involvement. Suggests the experience in relation to cancer can offer a model for others.
A case for involving children/young people in clinical audit
Authors: Moules Tina
Published: July 2002

The case for involving the users of health services in the NHS decision‐making process is clearly identified in a range of Government policy and guidance documents. A gradual shift from seeing users as passive recipients of care to active consumers of care has led to a belief that the opinions and views of users must be heard in particular in relation to clinical audit. Alongside this shift is the increasing recognition that the views of children and young people should be sought in decisions which affect their lives. Highlights the case for involving children and young people in clinical audit. Examines the background to user involvement in general, reviews the arguments for involving children and young people and identifies some of the barriers to that involvement. Introduces briefly new research being carried out with children and young people to explore ways of involving them in clinical audit.
Consumer involvement in health research: fact or fiction?
Authors: Telford R. , Beverley C.A. , Cooper C.L. , Boote J.D.
Published: July 2002

Consumer involvement is now firmly established as National Health Service (NHS) R&D policy. This study identified the range and diversity of current NHS research projects involving consumers within an NHS region, to investigate the extent to which the policy is being implemented. Trust R&D directors and managers were surveyed and the National Research Register scrutinized. Researchers were found to be involving consumers in research in less than a third of trusts in the region. Difficulties were encountered in categorising research activities and the level of consumer involvement, suggesting that more precision in describing consumer involvement in the research process is necessary. Researchers had concerns about the practicalities of involving consumers and expressed a need for more direction and resources. Makes recommendations for trust management to facilitate more active involvement of consumers in research.
Improving the use of aspirin in myocardial infarction: a district strategy
Authors: Parr John H. , Bradshaw Colin , Broderick Wendy , Courtenay Harold , Eccles Martin , Murray Eileen , Royle Joan , Whitty Paula
Published: July 2002

Following a high‐profile publicity campaign across South Tyneside aimed at professionals and patients, 52.4 per cent of all patients admitted with suspected myocardial infarction during a six‐month period received 300mg of aspirin. Twelve months later GPs’ performance had improved from 25 per cent to 52.9 per cent of patients directly admitted by GPs being prescribed aspirin when first seen. Following a definite myocardial infarction 78.4 per cent of patients were discharged taking 75mg of aspirin, with no valid reason for omission in 6.6 per cent of patients. Six months after discharge 71.8 per cent of patients were still taking aspirin. Twelve months later 90 per cent of discharged patients were taking aspirin. GP PACT data showed a marked increase in prescribing 75mg aspirin during the period. The use of a publicity campaign to disseminate the message to both professionals and patients has resulted in a beneficial increase in aspirin prescribing for myocardial infarction across the district.