- Title
- Implementation of service systems on the shop-floor level in financial service companies. Empirical evidence from Australia and Germany
- Creator
- Leyer, Michael; Kronsbein, Daniel; Willis, Richard; Chakraborty, Ayon; Moormann, Jurgen
- Date
- 2016
- Type
- Text; Journal article
- Identifier
- http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/181277
- Identifier
- vital:15900
- Identifier
-
https://doi.org/10.1080/00207543.2015.1085656
- Identifier
- ISBN:0020-7543 (ISSN)
- Abstract
- This article presents the practices of Australian and German financial service providers regarding the implementation of shop-floor control within different types of service systems. The results delivered in this article should serve as a guideline for future research to develop and adapt methods for shop-floor control in financial service systems. Interviews with 25 experts from the Australian and German financial services industry reveal novel insights into the practice of shop-floor control, suggesting that methods and concepts from manufacturing are only used to a limited extent for shop-floor control. Shop-floor control is mostly used to react quickly to unexpected deviations due to a low usage of forecasts and information systems. Thus, there seems to be improvement potential in the financial services industry in comparison with in the manufacturing industry in terms of shop-floor control. Further research within the production research area should use the empirical insights to test and adapt existing methods and to develop new ones, taking cultural differences into account. © 2015 Taylor & Francis.
- Publisher
- Taylor and Francis Ltd.
- Relation
- International Journal of Production Research Vol. 54, no. 11 (2016), p. 3229-3242
- Rights
- All metadata describing materials held in, or linked to, the repository is freely available under a CC0 licence
- Rights
- Copyright © 2015 Taylor & Francis
- Rights
- Open Access
- Subject
- MD Multidisciplinary; Financial services; Service operations; Service system implementation; Shop-floor control
- Full Text
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