Managing innovation : cases from the services industries / Bruce R. Guile and James Brian Quinn, editors.

Format:

Book

Contributor:

Guilde, Bruce R.

Quinn, James Brian, 1928-

National Academy of Engineering.

Series:

Series on technology and social priorities.

Series on technology and social priorities

Language:

English

Subjects (All):

Service industries--Technological innovations--Management.

Service industries.

Industries.

Physical Description:

1 online resource (224 p.)

Edition:

1st ed.

Place of Publication:

Washington, D. C. : National Academy Press, c1988.

Summary:

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.

Contents:

""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 1990's""; ""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""

""Super Tracker 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""

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9786610214624

9781280214622

1280214627

9780309594806

0309594804

9780585143330

0585143331

OCLC:

923264400