Customer support is an essential element in the successful marketing of many products ± from domestic appliances to high-tech computer networks. Many aspects of support are strongly influenced by a product's design and so customer support requirements should be evaluated during new product development. However, researchers have largely ignored the relationship between new product development and customer support. The current study addressed this gap by using case studies and a workshop, both conducted with leading companies, to identify how customer support is typically evaluated at the design stage and to determine the importance of this aspect of new product development. The results have implications for managers responsible for product innovation ± they show the need to allocate adequate resources to integrating customer support requirements into new product development.

Shows that manufacturing companies place a strong emphasis on the role of supply‐chain management ‐ the management of supplies, suppliers, inventory and distribution. Much of the literature talks about the trend to reduce supplier base. Database analysis gave empirical evidence of this trend in UK manufacturing companies ‐ 201 companies from different industrial sectors cut their supplier base over the last four years, by 9 per cent in the household products sector and approximately 35 per cent in the process, engineering and electronics sectors. Reports on further research at four companies, looking at their experiences with suppliers and establishes that a key reason for supplier base reduction is to free time to manage the remaining suppliers more effectively. Identifies the criteria used for supplier selection and reasons why single‐sourcing was avoided. Suggests that these findings on supplier management have implications for both researchers and managers in industry.

There has been considerable (sometime acrimonious) debate about the issue of the continuous‐improvement protagonists′ view and the (old‐fashioned) manufacturing strategy view of the nature and extent of “trade‐offs” between manufacturing performance characteristics. Seeks to explore the argument from both sides, starting from the necessity for major transformations in the performance of manufacturing systems over the next few years (the “challenge of transformation”). Explores the characteristics of “World‐class Manufacturing” and examines the relevance of trade‐offs in detail through case‐study illustrations. Develops a balanced view which argues that, while certain trade‐offs have been rendered irrelevant by market pressures and expectations, others have not and remain the key to the choice of technology, process and organization within the manufacturing mix.

Performance Trade-offs in Manufacturing PlantsIf manufacturing organisations are to remain competitive they must continuously improve their levels of operating performance. In order to do this, operations managers must understand which are the key drivers that are most effective at creating performance improvements and how the various measures of operating performance interact. The research addresses both of these issues. First it attempts to identify the key drivers that seem most effective in achieving increases in overall operating performance. Then it explores the relationship between the levels of performance for different operating measures in the same manufacturing plant.Finally, I would like to give a special thanks to my wife, Eleanor and my children, Emma, Richard and Sara for their encouragement and understanding during the several years that it has taken for this thesis to reach completion.

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