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9
Ryan Bradley, “Meet Your Next Surgeon,” Fortune, January 14,
2013, pp. 58–64.
10
James Brian Quinn and Martin Neil Baily, “Information
Technology: Increasing Productivity in Services,”
Academy of
Management Executive, 1994, Vol. 8, No. 3, pp. 28–37.
11
See Charles J. Corbett, Joseph D. Blackburn, and Luk N. Van
Wassenhove, “Partnerships to Improve Supply Chains,”
Sloan
Management Review, Summer 1999, pp. 71–82; and Jeffrey
K. Liker and Yen-Chun Wu, “Japanese Automakers, U.S. Suppliers,
and Supply-Chain Superiority,” Sloan Management Review, Fall 2000,
pp. 81–93. See also Mark Pagell and Zhaohui Wu, “Building a More
Complete Theory of Sustainable Supply Chain Management Using
Case Studies of 10 Exemplars,” Journal of Supply Chain Management,
2009, Vol. 45, No. 2, pp. 37–56.
12
“Fastener Woes to Delay Flight of First Boeing 787 Jets,” Wall
Street Journal, November 5, 2008.
13
See “Siemens Climbs Back,”, BusinessWeek, June 5, 2000, pp. 79–82.
14
See M. Bensaou, “Portfolios of Buyer-Supplier Relationships,”
Sloan Management Review, Summer 1999, pp. 35–44.
15
“Just-in-Time Manufacturing Is Working Overtime,” Business-
Week, November 8, 1999, pp. 36–37.
16
Rhonda Reger, Loren Gustafson, Samuel De Marie, and John
Mullane, “Reframing the Organization: Why Implementing Total
Quality Is Easier Said Than Done,” Academy of Management
Review, 1994, Vol. 19, No. 3, pp. 565–584.
17
Ross Johnson and William O. Winchell, Management and
Quality (Milwaukee, WI: American Society for Quality Control,
1989). See also Carol Reeves and David Bednar, “Defining
Quality: Alternatives and Implications,” Academy of Manage-
ment Review, 1994, Vol. 19, No. 3, pp. 419–445; and
C. K. Prahalad and M. S. Krishnan, “The New Meaning of
Quality in the Information Age,” Harvard Business Review,
September–October 1999, pp. 109–120.
18
“Quality Isn’t Just for Widgets,” BusinessWeek, July 22, 2002,
pp. 72–73.
19
W. Edwards Deming, Out of the Crisis (Cambridge, MA: MIT
Press, 1986).
20
“When Service Means Survival,” BusinessWeek, March 2, 2009,
pp. 26–40. See also “Customer Service Champs,”
Bloomberg
BusinessWeek, March 1, 2010, pp. 40–46.
21
Joel Dreyfuss, “Victories in the Quality Crusade,” Fortune,
October 10, 1988, pp. 80–88.
22
Thomas Y. Choi and Orlando C. Behling, “Top Managers
and TQM Success: One More Look after All These Years,”
Academy of Management Executive, 1997, Vol. 11, No. 1,
pp. 37–48.
23
James Dean and David Bowen, “Management Theory and Total
Quality: Improving Research and Practice through Theory
Development,” Academy of Management Review, 1994, Vol. 19,
No. 3, pp. 392–418.
24
See “Porsche Figures Out What Americans Want,” USA Today,
June 28, 2006, p. 4B.
25
Edward E. Lawler, “Total Quality Management and Employee
Involvement: Are They Compatible?”
Academy of Management
Executive, 1994, Vol. 8, No. 1, pp. 68–79.
26
Jeremy Main, “How to Steal the Best Ideas Around,” Fortune,
October 19, 1992, pp. 102–106.
27
See James Brian Quinn, “Strategic Outsourcing: Leveraging
Knowledge Capabilities,”
Sloan Management Review, Summer
1999, pp. 8–22.
28
Thomas Robertson, “How to Reduce Market Penetration Cycle
Times,”
Sloan Management Review, Fall 1993, pp. 87–96.
29
“Speed Demons,” BusinessWeek, March 27, 2006, pp. 68–76.
30
Ronald Henkoff, “The Hot New Seal of Quality,” Fortune, June 28,
1993, pp. 116–120. See also Mustafa V. Uzumeri, “ISO 9000 and
Other Metastandards: Principles for Management Practice?” Acad-
emy of Management Executive, 1997, Vol. 11, No. 1, pp. 21–28.
31
Paula C. Morrow, “The Measurement of TQM Principles and
Work-Related Outcomes,”
Journal of Organizational Behavior,
July 1997, Vol. 18, No. 4, pp. 363–376.
32
John W. Kendrick, Understanding Productivity: An Introduction
to the Dynamics of Productivity Change (Baltimore: Johns
Hopkins University Press, 1977).
33
“Study: USA Losing Competitive Edge,” USA Today, April 25,
1997, p. 9D.
34
“Why the Productivity Revolution Will Spread,” BusinessWeek,
February 14, 2000, pp. 112–118. See also “Productivity Grows in
Spite of Recession,” USA Today, July 29, 2002, pp. 1B, 2B; and
“Productivity’s Second Wind,” BusinessWeek, February 17, 2003,
pp. 36–37.
35
Michael van Biema and Bruce Greenwald, “Managing Our Way
to Higher Service-Sector Productivity,”
Harvard Business Review,
July–August 1997, pp. 87–98.
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