IJMBS Vol. 2, ISSue 2, AprIl - June 2012ISSN : 2230-9519 (Online) | ISSN : 2231-2463 (Print) www.ijmbs.com Internat I onal Journal of Manage M ent & BusIness stud I es 55
Abstract Service sector constitutes more than 70 percent of the GDP in many developed economies. According to the 1999 Statistical Yearbook (United Nations, 1999) service sector employment is more than 80% in United States and more than 70 percent in Canada, Japan, France, Israel, and Australia. There is no such thing as a service industry. There are only industries whose service components are greater or less than those of other industries. Everybody is in service. Many of the jobs in manufacturing are actually disguised as service jobs. The largest component of internal lead-time for a manufacturer is often in a service department. With the increasing volume of service organizations and their important role in all major industrialized economies, it was imperative for Service Operations Management (SOM) to evolve as a separate field addressing productivity and quality issues in service organizations. Consequently, a considerable body of research was built in SOM within the past decade. This paper reviews and classifies the literature on growth and challenges in service operations management and identifies some research directions for future work.
Keywords Service Sector, Manufacturing, JIT
I.Introduction The service sector is expanding very rapidly. The extraordinary growth of the service sector has focused attention on challenges of effective management of service organization and operations vastly different from the challenges faced in manufacturing settings. Due to rapid developments in information technology, globalization, changing customer needs/preferences, and the changes in relative wealth between the developed and newly developing economies, the effective management of service systems addressing productivity and quality issues will become even more important in the coming years.



References: [1] Alonso, R.L., Frasier, C.W.,"JIT hits home: a case study in reducing management delays”, Sloan Management Review, pp. 59-67, 1991. [2] Appleby, A., Clark, A.,"Quality management in local government, the same as in the private sector but different”, Leadership & Organization Development Journal, Vol. 18, No. 11, pp. 29-36, 1997. [3] Apte, U., Reynolds, C.,“Quality management at Kentucky fried chicken”, Interfaces, Vol. 25, No. 3, May-June 1995. [4] Bahauddin, M.,"Industrial Engineering in healthcare systems”, Productivity, Vol. 31, No. 3, pp. 368-373, 1990. [5] Bailey, Bill.,"Distributor wants to rid materials management vocabulary of ‘Just-in-Time’ and ‘Stockless”, Hospitals Materials Management, April 1995. [6] Bassett, G.,“Operations management for service industries: competing in the service era”, Quorum Books, Westport, CT, 1992. [7] Behara, R.S., Chase, R.B.,“Service quality deployment: quality Service by design”, in Rakesh V. Sarin edition, Perspective in Operations Management: Essays in Honor of Elwood S. Buffa, Kluwer Academic Publisher, Norwell, Mass, 1993. [8] Behara, R.S., Fisher, W.W., Lemmink, Jos G.A.M. "Modeling and evaluating service quality measurement using neural networks”, International Journal of Operations and Production Management”, Vol. 22, No. 10, pp. 1162-1185, 2002. [9] Benson, Randall J.,“JIT: Not just For the Factory!”, APICS 29th Annual International Conference Proceedings), pp. 370- 374, 1986. [10] Berling, R.J., Geppi, J.J.,“Hospitals can cut materials cost by managing supply Pipeline”, Journal of the Health Care Financial Management Association, Vol. 43, No. 4, pp. 19- 26, 1989. [11] Billesbach, T., Schniderjans, M.,"Applicability of JIT techniques in administration”, Production and Inventory Management, pp. 40-45, Third quarter, 1989. [12] Boothroyd, G.,"Simplifying the process”, Manufacturing Breakthrough, Vol. 1, pp. 85-89, 1992. [13] Chadha, Rajiv, Singh, Amrita,"Quality, productivity, efficiency, & effectiveness (QPEE) improvement program in a mission hospital-A case study”, IE Journal, Vol. 27, No. 9, pp. 21-24, 1998. [14] Chase, R.B., Gravin, D.A.,“The service factory”, Harvard Business Review, pp. 61-69, July-Aug 1989. [15] Cote, Murray J., Richard Daugherty, C.,"Using project management to improve month end reporting in a hospital”, Production and Inventory Management Journal, pp. 17-21, Fourth Quarter, 2000. [16] DeJohn, P.,“New materials specialists add personal touch to supply chain”, Hospitals materials Management, Vol. 23, No. 6. pp. 1-13, 1998. [17] Deleste,L.,"Bridging the gap between clinicians and health managers”, European Journal of Operations Research, 105, pp. 248-256, 1998. [18] De Vries, G., Bertrand, J.W.M., Vissers,"Design requirements for health care production control systems”, Production Planning and Control, Vol. 10, No. 6, pp. 550-569, 1999. [19] Fitzsimmons, J., Fitzsimmons, M.,"Service management for competitive advantage”, McGraw-Hill, New York, 1994. [20] Giokas, Dimitris I.,"Greek hospitals: How well their resources are used”, Omega, Vol. 29, pp. 73-83, 2001. [21] Griesler, D.S., Aggarwal, S.C., as cited in Giunipero, L.C., Stepina, L.,“Job status and satisfaction of hospital material managers”, Hospitals Material Management Quarterly, Vol. 8, No.3, pp. 66-75, 1987. [22] Gronroos, C.,“Strategic management and marketing in the service sector”, Swedish School of Economics and Business Administration, Helsinki, 1982. [23] Inman, R.A., Mehra, S.,“JIT Implementation within a service industry: A case study”, International Journal of Service Industry Management, Vol. 1, No. 3, pp. 53-61, 1990. [24] Jolhe, D.A., Waghodekar, P.H., Kulkarni, R.V.,"On some aspects of hospital capacity planning A case study”, IE, Vol. 28, No. 3, pp. 20-25, March 1999. [25] Kakati, M.,“Dynamic personnel scheduling- key to improving hospital performance”, Productivity, Vol. 37, No. 2, pp. 288- 296, 1996. [26] LaPlante, A.,“Inventory solutions from Henry Ford’s day is just as valid today”, Evanston Hospital Corp.’s use of just- in-time inventory management techniques. InfoWorld, Vol. 14, No.47, pp. 52, 1992. [27] Lees, J., Dale, B.,“Quality circles in service industries: A study of their use”, The Service Industry Journal, Vol. 8, No. 2, 1988. [28] Lehtinen, U., Lehtinen, J.R.,“Service quality: a study of quality dimensions: working paper”, Service management Institute, Helsinki, 1982. [29] Lewis, B.R.,“Quality in the service sector”, International Journal of Bank Marketing, Vol. 7, No. 5, pp. 4-12, 1989. [30] Norman, R.,"Service management: Strategy and leadership in service business”, John Wiley, New York, 1991. [31] Noorda, Roger W.,“Professional paper: Lake Mead Hospital Conversion to Complete Delivery System”, Masters degree in Public Administration University of Nevada Las Vegas, pp. 1-28, 2002. [32] Parasuraman, A., Zeithaml, V., Berry, L.,“SERVQUAL: A multi-item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64, No. 1, pp. 12-40, 1988. IJMBS Vol. 2, ISSue 2, AprIl - June 2012 ISSN : 2230-9519 (Online) | ISSN : 2231-2463 (Print) www.ijmbs.com58 Internat I onal Journal of Manage M ent & BusIness stud I es [33] Parasuraman, A., Zeithaml, V., Berry, L.,“A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, pp. 41-50, fall 1985. [34] Radovilsky, Z., Gotcher, W., Slattsveen,“Implementing total quality management: Statistical analysis of survey results”, International Journal of Quality and Reliability Management, Vol. 13, No. 1, pp. 10-23, 1996. [35] Royston, G.,“Shifting the balance of care into the 21st century”, European Journal of Operations Research, 105, pp. 267-276, 1998. [36] Whitson, D.,“Applying JIT systems in health care”, IIE solutions, pp. 33-37, Aug. 1997. [37] Wright, C.M., Mechling George.,"The importance of operations management problems in service organizations”, Omega, Vol. 30, pp. 77-87, September 2001. Dr. A.K.Gupta received his B.Tech. degree in mechanical engineering from NIT , Kurukshetra, India in 1990, the M. B.A. degree from Indira Gandhi National Open University, New Delhi India. In 1998 and the Ph.D. degree in mechanical engineering from Maharishi Dayanand University Rohtak, India in 2006. He started his career as graduate engineer trainee with Jindal Strips Limited; Hissar in 1991. From 1991 to 1996, he was lecturer at Vaish Technical Institute, Rohtak. At present, he is working as associate professor in department of mechanical Engineering with DCR University of science & technology, Murthal (Sonepat) Haryana, India. His specialization area is industrial engineering and operations management. His research interests include JIT, TQM, and TPM etc.. He has published many research papers in international/national conferences/seminars/journals.

You May Also Find These Documents Helpful