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2nd Edition

Vanishing Boundaries How Integrating Manufacturing and Services Creates Customer Value, Second Edition

    ISBN 9781466505902
    540 Pages 47 B/W Illustrations
    Published October 23, 2013 by CRC Press

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    Businesses need to become more consumer-centric, efficient, and quality conscious. Yet global competition and supply chain complexity are increasing so rapidly that managers must reach across the manufacturing and service boundary to gather more universally applicable ideas. Vanishing Boundaries: How Integrating Manufacturing and Services Creates Customer Value, Second Edition addresses the unprecedented array of new conditions that today’s business managers must face.

    The book is a revision of the authors’ previous book, New Methods of Competing in the Global Marketplace, Critical Success Factors from Service and Manufacturing. The concepts underpinning the first edition continue to be relevant today and, in this revised edition, are complemented with coverage of additional emerging issues in today’s business environment. The basic theme of the book is captured in its title and illustrated with the addition of case studies of some of today’s most prominent companies.

    See What’s New in the Second Edition:

    • The emerging relationship between risk management and supply management
    • Risk management, and its corollary, crisis management
    • Trends in outsourcing, such as near-sourcing and in-sourcing
    • Health care improvement programs to reduce cost and improve quality
    • Sustainability – alternative energy infrastructure and the triple bottom line
    • Integration of supply chain services to align goods, information and funds flows
    • Advances in information technology, i.e., cloud computing, videoconferencing
    • Present, and potential, role of social media in attracting customers, servicing customers and building network trading partners.

    This second edition creates greater awareness of the benefits that businesses can gain by sharing techniques and methodologies across the manufacturing/services boundary. The book emphasizes that successful change management requires a holistic focus on three levels of an organization - its technology, infrastructure, and organizational culture. It includes solutions and implementation strategies for risk and crisis management, sourcing, healthcare, alternative energy infrastructure, integration of supply chain services, advances in IT, social media, and customer relationship building.

    The Vanishing Manufacturing/Services Boundary
    Differences between Manufacturing and Service
    Forces That Are Eliminating the Boundary
    The Vanishing Manufacturing/Services Boundary
    Critical Success Factors and Strategic Planning
    What Are Critical Success Factors?
    The Evolution of CSFs in the United States
    Other Changes during a Country’s Economic Life Cycle
    The Need to Be Effective
    A Hierarchy of the Planning Process
    A Hierarchy of Critical Success Factors
    The Role of CSFs in Operational Planning
    Role of CSFs in Selecting Management Programs
    Performance Measurement and CSFs
    The ITO Model
    The Basic ITO Model—Inputs, Transformation, and Outputs
    Extending the Basic ITO Model into Supply Chain Configurations
    The Concept of Reverse Logistics
    The Role of Management Programs in Continuous Improvement
    What Are Management Programs?
    Management Program Life Cycles
    Why Are Management Programs Important?
    Where Do Management Programs Come From?
    Why Are Some Programs Successful and Some Not?
    Future of Management Programs
    Adapting Manufacturing Techniques to Services
    Description of Manufacturing Process Types
    Product–Process Relationship
    Service Industry Classifications
    Comparison of Manufacturing and Services
    Manufacturing Objectives
    Service Objectives
    Programs That Work in Services
    Programs More Difficult to Adapt to Service Operations
    Keys to Extending Manufacturing Techniques to Services
    Appendix 5A: Amazon
    Appendix 5B: United Parcel Service (UPS)
    Extending Service Techniques to Manufacturing
    What Are Services?
    Knowledge Transfer from Services to Manufacturing
    Examples of Programs Developed in Services
    ReferencesAppendix 6A: GE—An Example of How to Blend Services into a Manufacturing Company
    Appendix 6B: Hewlett-Packard—From Scientific Instrumentation to Business and Consumer Products and Services
    The Role of Technology in Continuous Improvement
    The Role of Technology in Continuous Improvement
    Technology for Process Improvement
    Technology for Resource Enhancement
    Criteria Used in Decision Making
    Steps in Adding Technology to the Process
    Future Considerations for Technology
    The Role of Infrastructure in Continuous Improvement
    What Is Infrastructure?
    The Four Classical Management Functions
    Organization Structure
    Alternate Organizational Structures
    Trends in Organizational Structures
    The Role of the Internet in Changing Organizational Structure
    The Integration of Knowledge Management into Organizational Structure
    Does Your Business Need a Change in Its Infrastructure?
    Understanding Organizational Culture—The Elusive Key to Change
    What Is Organizational Culture?
    Why Is Organizational Culture So Important?
    What Are the Components of Organizational Culture?
    What Types of Organizational Culture Are There?
    Changing Organizational Culture
    Integrated Supply Chains—From Dream to Reality
    Setting the Stage
    Supply Chain Models
    Steps to Achieve a Lean and Agile Supply Chain
    Steps in the Change Process
    A Look Ahead
    The Role of Services to Complement the Supply Chain
    What Are Producer Services?
    What Are Social Services?
    What Are Consumer Services?
    Integrated Service Package
    The Future of Improvement Programs
    The Background to Improvement Programs
    Future Areas of Emphasis
    Future of Improvement Programs
    The Drivers of Change
    Most Likely Future Methodologies
    Most Likely Improvement Programs
    Industries Most Likely to Stress Continuous Improvement
    Knowledge Management: Where Does It Fit?

    "Vanishing Boundaries presents a coherent approach that brings together the best of manufacturing and service processes to provide solutions that address the pressing trends of the 21st century. Authors Richard E. Crandall, a professor in the College of Business at Appalachian State University and an IIE member, and William Crandall, professor of management and director of accreditation in the School of Business at the University of North Carolina at Pembroke, have included case studies of manufacturing companies that added services to benefit customers and case studies of service companies that have used manufacturing techniques to enhance their offerings."
    —Industrial Engineer-Front Line, September 2014

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