service operations

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The Effects of Lean Thinking on Service Workers Value Productivity: a Conceptual Framework

Journal Title, Volume, Page: 
International Journal of Quality and Innovation 01/2012; 2(1):1-17
Year of Publication: 
2012
Authors: 
Ayham A.M. Jaaron
Department of Industrial Engineerin, Faculty of Engineering and Information Technology, An-Najah National University, Nablus. Palestine
Current Affiliation: 
Department of Industrial Engineerin, Faculty of Engineering and Information Technology, An-Najah National University, Nablus. Palestine
Chris J. Backhouse
Wolfson School of Mechanical and Manufacturing Engineering,Loughborough University, Loughborough, Fax: +44-0-1509-227648
Preferred Abstract (Original): 

The purpose of this paper is to present a conceptual framework for leveraging value productivity of support service workers through the application of lean thinking concepts to service operations. Derived from literature review, the framework focuses attention on the achievement of twofold determinants for higher value productivity; organically structured service department and, as a result, high levels of employee's affective commitment. The framework indicates that offerings of lean thinking model provide a mechanism through which the productivity of service workers can be enhanced. The paper concludes that through the implementation of lean thinking to service operations, higher levels of service workers affective commitment will have a substantial impact on increasing service value productivity. The framework presented is important in that it attempts to incorporate service workers commitment concepts with service operations design to substantially promote service productivity.

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Building Antifragility in Service Organisations: Going Beyond Resilience

Journal Title, Volume, Page: 
International Journal of Services and Operations Management 11/2014; 19(4):491-513. DOI: 10.1504/IJSOM.2014.065671
Year of Publication: 
2014
Authors: 
Ayham A.M. Jaaron
Department of Industrial Engineering, Faculty of Engineering and Information Technology, An-Najah National University, Nablus. Palestine
Current Affiliation: 
Department of Industrial Engineering, Faculty of Engineering and Information Technology, An-Najah National University, Nablus. Palestine
Chris J. Backhouse
Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Loughborough, Leicestershire, LE11 3TU, UK
Preferred Abstract (Original): 

To maintain organisational growth in a turbulent environment, organisations must build highly effective learning systems to innovate and develop from threats and stressors. This has been termed by Taleb (2012) as 'antifragility'. This paper explores the benefits of applying a systems approach to service delivery design in order to build an 'antifragile' organisation that can learn from disruptions. Two exploratory case studies were conducted in the UK insurance sector using in-depth interviews supported by documented evidence. The findings of the case studies analysis suggest that systems approach expressed as the Vanguard method (Seddon, 2003) is likely to enhance organisational 'antifragility' by promoting a multilevel driver for learning from stressors. These levels being: 1) the macro level of clarity on the system due to the continuous analysis of customer demands received; 2) the meso level of organic structure of work place where effective learning-centred teams are built; 3) the micro level of employees' engagement with work and readiness to learn. This paper represents an early effort to explore the dynamics of how organisations can go beyond resilience by discovering how to develop the capacity to learn from stressors in order to flourish.

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