Vanishing Boundaries: How Integrating Manufacturing and Services Creates Customer Value, Second Edition, 2nd Edition (Hardback) book cover

Vanishing Boundaries

How Integrating Manufacturing and Services Creates Customer Value, Second Edition, 2nd Edition

By Richard E. Crandall, William R. Crandall

CRC Press

540 pages | 47 B/W Illus.

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Hardback: 9781466505902
pub: 2013-10-23
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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.


"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

Table of Contents

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?


About the Series

Resource Management

Learn more…

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Purchasing & Buying