Theory of Constraints for Services: Past, Present, and Future

Ricketts, John A.

doi:10.1007/978-1-4419-7904-9_7

Cited by 5 publications

(5 citation statements)

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“…One B2B issue is innovation governance, which may regulate how idea development is managed in a relationship (Morgan 2017). The provider needs to decide what resources to invest toward developing ideas in behalf of a client and how that investment will be recovered (Ricketts 2007). One option is to have highly trained professional employees develop ideas at a high billable rate.…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

A Strategic Framework for Task Automation in Professional Services

Sampson

2020

Journal of Service Research

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Professional service jobs exist at the high end of the skill ladder; thus, some have assumed that highly trained professional workers are relatively immune to being replaced by automation. However, this assumption is a bit dubious because automation does not occur at the job level but rather at the task level, and some tasks within a professional job might be highly susceptible to automation disruption. This research builds on prior research by (1) empirically testing a model for automation of professional services and (2) developing a professional task-automation framework that shows how individual tasks within a given job can be enhanced or disrupted by automation in very different ways. Some tasks are augmented by automation and remain in the purview of professionally trained workers. Other tasks are deskilled by automation, allowing the tasks to be transferred to lower cost workers (who are aided by automation). Other tasks are moved directly to customers through self-service technologies, reducing or eliminating the need to interact with professionals or other workers. Finally, some professional tasks are centralized, which leverages professional workers’ distinctive expertise. Our framework shows precipitating conditions for each task-automation strategy and outlines logic for reconfiguring tasks within professional service systems.

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Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

A Strategic Framework for Task Automation in Professional Services

Sampson

2020

Journal of Service Research

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“…Consequently, a CRT not only assists in identifying the set of variables that can have the greatest impact on the system, but it also becomes a potent tool for achieving consensus in a change exercise where stakeholders struggle to agree on "what is the real problem?" Some noteworthy applications of CRT have been reported in supply chains (Modi et al, 2019;Rahman, 2002), strategic planning (Gupta et al, 2004), healthcare (Cox, 2022;Groop et al, 2017), performance measurement (Boyd and Cox, 1997), change management (Banerjee and Lowalekar, 2021;Mabin, 2001), hospitality (Dalci and Kosan, 2012), government (Shoemaker and Reid, 2005) and services (Reid, 2007;Ricketts, 2007). However, we did not come across much discussion of this tool in the context of change communication.…”

Section: Methodsmentioning

confidence: 95%

“…, 2004), healthcare (Cox, 2022; Groop et al. , 2017), performance measurement (Boyd and Cox, 1997), change management (Banerjee and Lowalekar, 2021; Mabin, 2001), hospitality (Dalci and Kosan, 2012), government (Shoemaker and Reid, 2005) and services (Reid, 2007; Ricketts, 2007). However, we did not come across much discussion of this tool in the context of change communication.…”

Section: Methodsmentioning

confidence: 99%

A visual method for achieving stakeholder consensus on the specifics of change: a case study

Suchdeo,

Lowalekar,

Banerjee

2023

JOCM

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PurposeDifferent stakeholders frequently disagree on what the true problem is that must be solved and what specific actions must be taken during a change exercise. This article demonstrates a visual method for getting buy-in from stakeholders on the specifics of change using a systems thinking tool known as the current reality tree (CRT).Design/methodology/approachThis study illustrates the use of a systems-thinking methodology to achieve consensus among stakeholders on “what is the real problem?” when envisioning a change. The authors illustrate the effectiveness of the proposed approach using a real-life case study in the context of contract catering.FindingsThe CRT enables diverse stakeholders to visualize the cause-and-effect relationships between various problems in a given system and assists them in identifying the set of actions that can address a large number of problems through the change program.Originality/valueThere is little discussion in the literature on change management of a systematic approach to get agreement from stakeholders regarding what the real problem is. This article demonstrates, by way of a case study, how change agents can not only determine which actions will have the greatest impact, but also garner the support of diverse stakeholders.

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“…As the opportunity arises, institutions could cooperate with external partners in developing new solutions or coming up with new programs. The institutions need to be on-demand enterprises capable of rapidly and flexibly responding to customer demands, market opportunities, and external threats (Ricketts, 2008).…”

Section: Discussionmentioning

confidence: 99%

Empowering resources recombination through dynamic capabilities of an enterprise

Muneeb

Ahmad

Bakar

et al. 2022

JEIM

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PurposeThis study aims to provide insights on the importance of reconfiguring new and existing enterprise resources in a heterogeneous manner. This will lead to improved efficiencies, strategies and resource usage as such leading to more synergetic and innovative outcomes. This study highlights the importance of dynamic capabilities (DC) during the process of resources recombination (RR). It suggests that DC can be a source of competitive advantage, but the effect is contingent on the RR capabilities of enterprises.Design/methodology/approachData were obtained from 349 faculty members of higher education institutions (HEIs) from seven states in the United Arab Emirates (UAE). Partial least squares structural equation modeling (PLS-SEM) using SmartPLS was employed as a statistical tool to analyze the structural model.FindingsThe findings confirm the proposed role of DC in the realization of RR, in integrating and reconfiguring internal and external organizational skills and resources for efficiency and performance, since DC helps RR to reconfigure the resource base by extending, creating, and modifying innovative RRs.Practical implicationsThe study has important implications for resource managers and policymakers of HEIs. By prioritizing DC, firms can develop novel products and services as a result of a heterogenous mix of new RR. Additionally, since firms have limited resources in ever-changing, complex environmental conditions, this study provides explicit directions on how enterprises can strategically manage their resources in an innovative manner to attain a sustainable competitive advantage.Originality/valueInsights from the DC and RR perspective in HEI sectors, particularly in the Middle East region, are scarce. This is the first empirical study to delve in this area and exemplify the relationship between these significant constructs.

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Theory of Constraints for Services: Past, Present, and Future

Cited by 5 publications

References 1 publication

A Strategic Framework for Task Automation in Professional Services

A Strategic Framework for Task Automation in Professional Services

A visual method for achieving stakeholder consensus on the specifics of change: a case study

Empowering resources recombination through dynamic capabilities of an enterprise

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