Operations Management

Introduction/THEME 1: OPERATIONS AS STRATEGY/Operations-Based Strategy/Resource-based Competition and the New Operations Strategy/Stakeholder Capitalism and the Value Chain/Managing the Transition from Products to Services/In Defense of Strategy as Design/THEME 2: APPROACHES AND TECHNIQUES/Leveraging Management Improvement Techniques/A Critical Examination of the Business Process Re-Engineering Phenomenon/Best Practice in Business Excellence/The Fallacy of Universal Best Practices/THEME 3: THE ROLE OF TECHNOLOGY/Technology the Technology Complex and the Paradox of Technology Determinism/IT-Enabled Business Transformation/From Automation to Business Scope Redefinition/Executive Forum/Technology and Strategic Advantage/Technology Infusion in Service Encounters/Integrating Environmental Issues into the Mainstream/An Agenda for Research in Operations Management/THEME 4: HUMAN ISSUES/Seven Practices of Successful Organizations/A Framework for Linking Culture and Improvement Initiatives in Organizations/Empowering Service Employees/Client Co-Production in Knowledge-Intensive Business Services