Managing Innovation

Cases from the Services Industries

Author: Quinn, James Brian; Guile, Bruce R.
Publisher: National Academies Press
ISBN: 9780309038911
eISBN Pdf: 9780309594806
Place of publication: United States
Year of digital publication: 1988
Month: January
Pages: 220
Language: English

Caption

This book of case histories is devoted solely to service industries and the technologies that drive them, as told by those who have developed segments of these industries. The chapters cover innovations such as Federal Express's advanced system for package tracking, Citicorp's development of the Automated Teller Machine, AT&T's experience with mobile telephones, Bell & Howell's introduction of an automated automotive parts catalog, and the New York Stock Exchange's development of electronic trading. Some broader analyses discuss the interfaces between services technologies and manufacturing, operations research in services, and technology in professional services.

Managing Innovation
Copyright
Preface
Contents
Managing Innovation in Services
- NEW PRODUCTS AND PROCESSES
- STRATEGY, STRUCTURE, AND TECHNOLOGY
- SUMMARY AND CONCLUSIONS
Services Technology and Manufacturing: Cornerstones of the U.S. Economy
- MAJOR THREATS AND OPPORTUNITIES FOR THE 1990S
- NEW TERMS OF COMPETITION IN SERVICES
  - Concentration and Diffusion
  - Networks and Variety in Services
  - International Implications
  - Segmentation and Responsiveness
- THE MANUFACTURING-SERVICES INTERFACE
  - Services Directly Substitute for Manufactures
- SERVICES GENERATE MANUFACTURING MARKETS
  - Services Technologies Improve Market Responsiveness
  - Manufacturers Become Services Producers
  - Services Lower Costs and Increase Product Value
  - Services Support International Manufacturing Operations
  - Manufacturers Benefit from External Services Innovations
- MANUFACTURING'S CHANGING STRATEGIC ENVIRONMENT
  - Exchange Rates Determine Manufacturing Costs
  - New Power Relationships with Services Groups
  - Disintermediation Builds New Industries
- CONCLUSIONS: SERVICES INNOVATION
- ACKNOWLEDGMENTS
- NOTES
- REFERENCES
Pictures and Parts: Delivering an Automated Automotive Parts Catalog
- EARLY HISTORY
  - Parts Catalogs and Service Manuals
  - The Creation of Parts Catalogs
  - Micropublishing Processing
  - The 1632 Project—GM I
  - Silver Crisis
  - Search for High Tech
- A FRESH START
  - Microfiche Catalog—GM II
  - A Hybrid Solution Pursued—GM III
  - The Electronic Parts Catalog (EPC) Concept—GM IV
  - GM Dealer Business Environment
    - The Challenge
  - Sources of Information
  - Organization Structure
  - Gray Scale
  - Prototype Development
  - Field Tests
  - Product Launch
  - April to October 1987
- CONCLUSIONS
Custodial Package Tracking at Federal Express
- BACKGROUND
- COSMOS IIB
  - 1974–1983 Summary
  - Initial Financing
  - Initial Hardware Development
  - Initial Software Development
  - Project Management
  - Communications
  - Testing
  - Financial Environment
  - Computing Environment
  - Competitive Environment
  - Implementation Financing
  - Project Evolution
  - A New Direction
  - Problems and a Delay
  - SuperTracker Implementation
  - A Smart Base Breakthrough
  - Future
- CONCLUSION
- ACKNOWLEDGEMENTS
Electronic Automation at the New York Stock Exchange
- The Trading Process
  - A Cooperative Activity
  - The Marketplace
  - The Valuation Process
- BRIEF HISTORY OF TRADING
  - The Unitary Specialist Market
  - Market Data Systems
  - Order/Report Delivery
  - Trade Support
- THE CAPACITY ISSUE
  - Variability and Unpredictability
  - Constant Upgrades in the System
  - A Step-by-Step Process
  - Electronic Books
  - Competing Approaches
- CAPACITY PLANNING AND PROGRAM TRADING
- CONCLUSIONS
- ACKNOWLEDGEMENT
Using Technology for Competitive Advantage: The ATM Experience at Citicorp
Operations Research and the Services Industries
- OPERATIONS RESEARCH: BACKGROUND
  - Decision-aiding Technology
  - Brief History
  - Prize-winning Works
  - A Roadmap
- ILLUSTRATIVE CASES IN DISTRIBUTION AND LOGISTICS
  - Tactical Planning
  - Strategic Planning
- CASES IN PRODUCTION-RELATED SERVICES
  - Production of Hydroelectric Power
  - Production Scheduling
  - Programming Sophisticated Machines
- ILLUSTRATIVE CASES IN WORK FORCE PLANNING
  - Scheduling
  - Spatial Deployment
- CONCLUSIONS
- VALUE ADDED FROM OPERATIONS RESEARCH
- ACKNOWLEDGMENTS
- APPENDIX
- REFERENCES AND BIBLIOGRAPHY
Cellular Mobile Telephone Services
- BACKGROUND: CHRONOLOGY OF EVENTS TO 1968
- THE REGULATORY ARENA: 1968–1982
  - System Trials and Adoption of Technical Standards
  - Industry Evolution
- PRESENT STATUS
  - Market Size
  - The Cellular Manufacturing Industry
- FUTURE
- ACKNOWLEDGEMENT
- NOTES
- Bibliography
Modern Bridge Construction and Engineering Services
- THE EUROPEAN EXPERIENCE
- THE U.S. EXPERIENCE
- CURRENT TRENDS AND BARRIERS
- POLICY LESSONS FOR THE UNITED STATES
Professional Services Firms and Information Technology: Ongoing Search for Sustained Competitive Advantage
- PROFESSIONAL SERVICES—EXPANDING IMPORTANCE
- INDUSTRY STRUCTURE—ECONOMIES OF SCOPE
- INDUSTRY STRUCTURE—ECONOMIES OF SCALE?
- THE GROWTH-PROFITABILITY FUNDAMENTAL
- THE DIFFICULTY OF SUSTAINED GROWTH—THE "HOT-HAND" EFFECT
- THE INDUSTRY IN TRANSITION
- INFORMATION TECHNOLOGY
- THE NATURE OF INFORMATION IN A PSF
- PSFS AND TECHNOLOGY—THE DILEMMA
- PSFS AND TECHNOLOGY—THE PROMISE
- CONCLUDING NOTES
  - References
Advisory Committee on Technology in Services Industries
Contributors
Index