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Behavioral Economics and the Service Organization
Weiss, Elliott N.; Maiden, Stephen E.Technical Note DARDEN-OM-1548-EService and Operations ManagementThis note summarizes some important learnings from the study of behavioral economics of which service organizations should be aware in order to enhance customers' emotional experiences and help direct their decision making—in an ethical manner.Starting at €8.20
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A3 Thinking
Weiss, Elliott N.; English, AustinTechnical Note DARDEN-OM-1542-EService and Operations ManagementThis brief note provides a description of the A3 report, a classic problem-solving methodology associated with the Toyota Production System. A3 thinking may be used for many activities, including problem solving, proposal writing, and status reporting. The six elements of an A3 report are described briefly.Starting at €8.20
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Visualizing Process Behavior
Weiss, Elliott N.; Tucker, ChadTechnical Note DARDEN-OM-1541-EService and Operations ManagementProcess behavior charts—also called control charts or Shewhart charts after their creator—provide a means to interpret data as they are generated. While many statistical methods and graphs are useful only for post hoc analysis, control charts provide a visual and statistically sound basis for identifying issues in a process as they arise, ideally allowing prevention of failures before they occur.Starting at €8.20
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Queue Management: Elimination, Expectation, and Enhancement
Weiss, Elliott N.; Tucker, ChadTechnical Note DARDEN-OM-1581-EService and Operations ManagementThe mathematical relationships predicting average waiting time as a function of arrival patterns, service time distributions, number and types of servers, and various queue disciplines are well known. In this note, we address the problem of managing queues by managing perceptions of waiting. Basic operations-management principles can easily address issues of fairness: form one line instead of many; apply first-come, first-served principles (unles...Starting at €8.20
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Lean Thinking: Better Living through Setup Reduction
Weiss, Elliott N.; Goldberg, Rebecca; Leschke, John P.Technical Note DARDEN-OM-1501-EService and Operations ManagementThis note reviews the effect setup time, batch size, and throughput time have on each other by providing everyday examples.Starting at €8.20
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Kaizen in Translation: Suggestion Systems Across Cultures
Weiss, Elliott N.; Stevenson, DonaldTechnical Note DARDEN-OM-1544-EService and Operations ManagementThough the world has recently been described as "flat," we contend that it is also "lumpy." Some managerial practices may be universal (i.e., applicable across all cultures), while others may have to be customized for location. In this technical note, we discuss the application of kaizen principles across cultures. When managers analyze kaizen with cultural values in mind, they may find the key to its practical success, and where relevant values ...Starting at €8.20
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The Use of Takt Time and Operator Loading Charts
Weiss, Elliott N.; Johnston, CourtneyTechnical Note DARDEN-OM-1471-EService and Operations ManagementThis brief note introduces the fundamental Lean concepts of takt time and operator loading charts. Examples are given within the note and practice problems are provided.Starting at €8.20
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A Brief Note on Hoshin Kanri: Strategy Deployment
Weiss, Elliott N.; English, AustinTechnical Note DARDEN-OM-1710-EService and Operations ManagementHoshin kanri (HK), or strategy deployment, has been an integral part of the company management practices of some of the most successful Lean-practicing organizations. The purpose of this note is to give a very quick introduction to how it has been successfully used in small and medium-sized value streams to inject strategic meaning and tactical understanding to operational strategies and improvement plans. Done well, HK is an extraordinary tool...Starting at €8.20
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Lean as a Universal Model of Excellence: It Is Not Just a Manufacturing Tool!
Weiss, Elliott N.; Stevenson, Donald; English, AustinTechnical Note DARDEN-OM-1562-EService and Operations ManagementThis is a technical note that describes the history of Lean and explains why it is not just a manufacturing tool. It is used in Darden’s "Management of Service Operations" course elective.Starting at €8.20
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Managing Inventories: The Reorder Point System
Freeland, James R.; Landel, Robert D.; Weiss, Elliott N.Technical Note DARDEN-OM-1394-EService and Operations ManagementInventory replenishment concepts and tools are described.Starting at €8.20