Tag Archives: benchmarking

Lean six sigma applied to service operations

In our book (page 18) we argue that manufacturing and service operations are not so different, except for the the concept of “simultaneity/inseparability” i.e. direct delivery of the offer to the consumer.  Even so there is a danger that some … Continue reading

Posted in Chap 09 Quality, Chap 15 Lean and agile, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , , , | Leave a comment

Market intelligence on suppliers

There’s nothing more frustrating than setting up your own operations to run smoothly and efficiently, only to be let down by suppliers.  That’s why it’s the Operations Manager’s responsibility to also manage the supply chain.  This means signing procurement contracts … Continue reading

Posted in Chap 05 Supply chain | Tagged , , , , | Leave a comment

Weapons in the the burger war and chicken conflict

You can learn a lot about how difficult it is to manage service firms at the mature stage of their life cycle from looking at quick service restaurants in the USA.  For a long time, Burger King and McDonalds have … Continue reading

Posted in Chap 03 Processes and life cycles, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Manufacturing positive in both UK and Eurozone

Markit have released two press releases today summarising the results of their Purchasing Managers Index for the U.K. and the Eurozone.  Both show manufacturing is performing strongly in January. In the U.K. the Markit/CIPS Purchasing Managers’ Index (PMI) for the … Continue reading

Posted in Chap 01 Introduction, Sector: Manufacturing | Tagged , | Leave a comment

Benchmarking performance in the medical profession

Today sees the publication of the first set of new benchmarking data for surgeons in the NHS.   Since the crisis in children’s heart surgery in the late 1990s, surgeons in this speciality have had their performance monitored, and this … Continue reading

Posted in Chap 09 Quality, Chap 16 Innovation and CI, Sector: Public Services & Charities | Tagged , , | Leave a comment