PurposeThe purpose of this paper is to discuss how a performance measurement system called “the flow model” is designed to measure changes towards lean thinking in health care services.Design/methodology/approachThe paper integrates literature from the health care sector and the lean production movement in order to understand whether lean thinking is applicable in healthcare and thereby identify key performance indicators that measure changes towards lean thinking in health care. The flow model is discussed in relation to this measurement framework.FindingsThe paper finds that lean thinking is applicable in health care settings, and that the flow model is a suitable tool for following up these initiatives. However, it is argued that the flow model needs to be balanced with other measurements in order to receive a complete picture of lean performance.Research limitations/implicationsThe paper shows that the framework of measurements may be used in empirical research of assessing changes towards lean thinking in health care settings.Practical implicationsThe paper shows that health care practitioners may use the findings to develop measurements of the outcome of lean initiatives on existing care processes.Originality/valueThe paper shows analysis and discussion of the application of an industrial concept – Lean Production – in health care services.

Purpose -Despite the increased focus on industrial services in manufacturing companies, little research to date has focused on understanding the roles of local and central organizations in global service management. In order to address this research gap, the paper investigates how industrial service offerings are developed and managed in multinational manufacturing companies.Design/methodology/approach -A qualitative case study with respondents from two internationally leading manufacturers was conducted. Eight industrial service offerings with different characteristics serve as units of analysis. Research limitations/implications -The main focus was on service offerings performed by high-volume manufacturing companies operating primarily in developed markets. Originality/value -Previous studies of industrial service management in manufacturing companies have not explicitly considered the roles of central and local organizations. Thus, the authors were able to complement the existing theory. The paper promotes a deeper understanding of the complexity of managing service offerings on a global basis.

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Purpose -This paper explores how information and communication technology (ICT) is affecting and driving changes in the service processes and customer interfaces of capital goods manufacturers. Methodology/approach -The research is focused on intra-and inter-organizational relationships, i.e. between front office and back office and between provider and customer. Two market-leading, international manufacturing firms were selected for in-depth case studies. Findings -By means of ICT systems and applications, it is becoming increasingly possible to replace tasks through an integration of processes between organizational units, either between front office and back office or between front office and customer. Closer technical integration between provider and customer can be a basis for more advanced and extensive offerings. In bundled offerings, not only one but a number of service production process interfaces become important. Research limitations/implications -As the local service organizations in three Western European countries have been studied, the general applicability of the findings may be limited. Practical implications -The results of this study stress the importance of developing capabilities to manage several process interfaces simultaneously. Furthermore, an important message is that firms must balance the interplay between process automation and personal interactions when delivering industrial services. Originality/value -ICT systems are becoming more critical for the provision of industrial services. This paper provides an insight into how technology enables new service processes.

Purpose -Key account management (KAM) programmes are a way for companies to develop existing relationships and increase sales, thus being proactive and searching for opportunities (which is often expected of KAM). It is also a way to meet changing customer demands arising from changes in purchasing strategy, buyers' mergers and acquisitions and the search for synergies in order to reduce costs. The purpose of this article is to analyse different key account management programmes on how they manage the sales process complexity and customer expectations. Design/methodology/approach -The paper draws on qualitative data collected during a field study of ABB and six of their major customers, based on annual or biannual interviews with 50 individuals within ABB from 1996 to 2006 and three to ten individuals from each of the customers. Interviewees included corporate managers, key account managers and sales personnel/project managers. The customers involved in the study belonged to mining, automotive, process equipment manufacture, building technology, energy production and telecommunication sectors. Findings -In this study three different programmes are identified and analysed: the proactive programme -which is driven by sales opportunity; the reactive programme -which is driven by customer demands; and the organisation-based programme -which is driven by the belief in customer-centric organisational units. Practical implications -The paper identifies sales aspects (complexities) of KAM programmes that are handled in different ways by different types of programmes. Originality/value -With an empirical base the paper provides a basis for understanding the reasons behind the establishment of several KAM programmes in the same corporation.