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OCR for page 201
Index
A
Accounting services
Big Eight firms, 176-177, 183, 190
clients' perceptions of differences in
services of, 183, 185
long-range planning systems, 192
marketing advantages of scale in, 180
profitability-growth relationships in, 182
Agency car rental services, 11
Aircraft manufacturing
flexible automation in, 30
repair service enhancements, 26, 30-31
Airline industries
Americ an Airline s ' S. abre S y stem, 12- 13
disintermediation in, 14
electronic reservation systems, 11, 12
13, 15
foreign competition with, 9
People Express, 12
personalization of services, 15
revenue management software, 12
Station Manpower Planning System,
132- 133
United Airlines work force planning
system, 132-133
Air Products, Inc., 121, 137
Air Transport Association, 30
Alamo car rental services, 11
American Hospital Supply, 21
American Glean Tile Company, 129
American Radio Telephone Systems, cellular
telephone system, 149, 151, 152-153
American Stock Exchange, joint data
processing with New York Stock
Exchange, 91
Ameritech Mobile Communications, Inc.,
154
Art Moving, 24
Arthur Andersen, diversification, 177, 185
Arthur Young, 177, 185, 191
Astronet, 158
AT&T
AMPS Corporation subsidiary, 153 - 154
exclusion from mobile telephone
manufacturing market, 158
divestiture? 153-154
frequency allocation litigation, 146, 148,
150
international competitiveness, 13
mobile telephone development, 145- 147
Automated parts catalogs
1632 project (GM I), 38-42, 53, 56
Acura electronic parts catalog, 53
aircraft parts procurement system (Spec
2000), 30-31
Chrysler Parts and Service Technical
Information System, 53
201
OCR for page 202
202
electronic version (GM IV), 43, 44-47
Image Data Base 2000, 50-55
image resolution, 45-48, 50, 52, 53
inventory system interface with, 43, 51-
52
Jade system, 51-52
microfiche catalog (GM II), 40-41
PC-driven microfilm reader (GM III),
42-43, 53
photocomposition of, 37
prepress activities, 38, 40
productivity gains from, 3, 43, 48, 51-
52
response time, 45, 50-51
software engineering, 49, 54-55
success factors, 3, 36, 54, 55-56
system design approach, 3, 40-41
technology acquisition, 44-47, 51
videodisk-based systems, 50
see also Bell & Howell Publication
Systems Division
Automated teller machines, 3, 108- 114
Automotive industry
cost reduction strategy in design and
introduction of new cars, 25
integrated manufacturing distribution
systems, 22
Japanese manufacturing in U.S., 22
Michigan Bell networking service for, 28
repair service enhancements, 26
see also Automated parts catalogs
B
Banking/banks
BancOhio, 123- 124
branch banking deregulation, 123
check-processing simulation model, 124
economies of scale in, 124
foreign direct investment in, 10
logistical concerns, 123
personalization of services, 15
~ technological capabilities in, 3
transportation component, 124
see also Automated teller machines;
Citicorp
Bar-code scanners, see Scanner technology
Barksdale, Jim, 70
Bartholdi, John, 121, 136
Battelle Institute, 48
REDO, growth in, 183- 185
INDEX
Bell & Howell
1632 project (GM b, 38-42
electronic parts catalog concept (GM IV),
43
microfiche catalog (GM II), 40-41
PC-driven microfilm reader (GM III),
42-43
project launch (IDB2000), 52-54
prototype development (IDB2000), 48
50
Publication Systems Division, 36-40
Technology Conferences, 42, 47, 56
see also Automated parts catalogs;
Microfiche publishing
Bell Atlantic Mobile Service, Inc., 154
Bell Dean parts dealership, 50
Black and Decker, redesign of products, 25
Blackett,P.M.S., 117
Bridge design and construction
alternative design requirement, 172-173
cable-stayed bridges, 168- 170
casting and erection equipment design,
167
cast-in-place, segmented balanced
cantilever prestressed concrete, 166
167
cast-in-place segmented with traveling
forms, 170
design/build concept, 165-166, 170
erection schemes, 168
European postwar experience in, 166
168
Federal Highway Administration
apportionment for, 165
functional relationships in U.S. practice,
5, 171
innovation rate, 165
JFK Memorial Causeway Bridge, 170
legal and professional liability concerns,
6, 172, 173
Pine Valley Creek Bridge, 170
precast segmental box girder, 170
procurement procedures in U.S., 5-6,
166, 171-172
promotion of innovation in, 5-6, 166,
167, 172
replacement/rehabilitation needs in U.S.,
168-169
segmental prestressed concrete box girder
bridges, 167
in South America, Canada, and Mexico,
168
OCR for page 203
INDEX
structural behavior computation, 167
structure of U.S. construction industry,
169-170
technology transfer from Europe to U.S.,
165
U.S. postwar experience, 168-171
C
Cadillac, service improvement strategy, 26
Catalogs/catalog services
American Hospital Supply, 21
distribution costs, 37
see also Automated parts catalogs
Caterpillar Company, parts control and
distribution system, 23, 37
Cellular mobile telephone services
applications processing by FCC, 154
155
AT&T equipment, 145- 146, 153, 158
Baltimore/Washington, D.C. system,
149, 151, 153, 154
Chicago, Illinois system, 151- 153
chronology of development, 158, 159
161
contrast with ordinary mobile systems,
147
cost and capacity, 148, 151, 152, 157,
158
Electronic Industries Association role,
153, 155
FCC actions affecting development of,
145
r
field trials, 151- 153, 157
first commercial system, 154
foreign competition, 13, 158
frequency allocations for, 5, 146, 149-
152, 156
future needs, 161
growth determinants, 162- 163
industry evolution, 5, 153-156
international market, 162
licensing, 153-154
manufacturing industry, 158, 162
market size, 157- 158
Motorola equipment, 148, 151, 153,
158, 162
Newark, New Jersey system, 152
policy and rules for commercial service,
150
present status, 157-158, 162-163
203
roaming, 156
settlement agreements for markets, 15=
155
standardization/compatibility of systems,
5, 149, 153, 155-156
system components, 152
technology involved in, 146-148
trade association role, 156, 157
transmitters, 147-148
Cellular Telecommunications Industry
Association, 156, 157
Central Certificate Services/Depository Trust
Company, 11
CH2M Hill, 177
Citicorp
check-cashing services, 109-110
competitiveness, 13, 113-114
credit card authorization, 109-110
fund transfer service for shippers, 28
internal technology development effort,
111
Magic Middle Card, 111
management support for automation, 109
research on interactive transaction
processing services, 108, 111-112
technology development, 3, 108-114
see also Automated teller machines
Clearing House for International Payments, 29
Communications industry
deregulation, 33
GNP and employment, 18
Communications technologies, see Cellular
mobile telephone services;
Customers, Operations, and Services
Master On-line System; Information
technologies; Mobile telephone
services
Competitiveness/competitive advantage
of airline industries, 9
of automated teller machines, 113-114
cellular telephone industry, 13, 158
cross-industry, 15
exchange rates and, 29-30
information technologies and, 22, 122,
183, 188-189
of manufacturing industries, 9, 28
in mobile telephone services, 145-146,
149-150, 153-154
in professional services, 178-182
profitability-growth relationships, 180-
182
OCR for page 204
204
profitability-scale relationships, 13, 178
181
quality personnel, importance in, 183
responsiveness to markets and, 14-15,
21-22
sector graphs of competitive dynamics,
183-185
segmentation of marketing activities and,
14
of services industries, 6, 9-16, 23, 32
33, 113-114, 158, 178-182
sources of advantage, 9, 12, 21-23, 25,
28
Computer hardware and software
ASQ system, 191, 193
backup systems, 21
CAD/CAM software applications, 17,
21, 191
color graphics, 102, 115
compact disk read-only memory drives,
42
decision-aiding software, 116-117; see
also Operations research/management
science
device controllers for programmable
drilling machines, 131
dynamic programming, 118, 129
emulation software, 54-55, 66-67
EPROM versus RAM software, 74, 76
equipment value-added resellers, 44
expert systems, 191
gray scale versus bitonal images, 48
hand-held terminals, 93, 94
IBM 3090 networks, 58, 73
linear programming, 118, 133
MicroVAX, 66, 71
PC use by industry, 186, 191
receptive enabler, 91
Tandem, 71, 73, 100
touch-sensitive screens, 47, 102
vehicle-based hardware, 62
see also Information technologies
Continental Can, 22
Coopers & Lybrand, diversification, 177,
185
CTI/E.F. Johnson, 158
Customers, Operations, and Services Master
On-line System (COSMOS), 57-81
D
Dalton, Harry, 59, 60, 62, 64, 67, 72-73,
81
INDEX
Dantzig, George, 118
Deloitte Haskins & Sells, diversification,
177, 185
Development of new technologies
competing pilot projects, 77, 102- 103
employee/user involvement in, 41, 51,
54, 68, 132
field tests, 50-52, 59-60, 68-69, 92,
104-105, 151-153, 157
financial justification for, 43, 49, 51, 64,
69-70, 112-113
learn-as-you-go methodology, 80-81
management support of, 56, 61, 71-72
success factors, 2, 3, 36, 54, 55-56, 68,
135
team organization, 109
Dietzel, David, 61, 62, 66' 73
Digital Equipment Corporation, 66
Distribution services
for banks, 124
for bulky materials, 23
Caterpillar Logistics Services, 23
costs, 121
dispatch systems, 58, 62
of food companies, 23
foreign, 13, 31
hub-and-spoke schemes, 71
integration with manufacturing, 21-23,
30-31
logistics control, 4, 27, 115, 125-126
meals on wheels, 115, 121-122, 136
operations research/management science
applications in, 115, 120- 122, 124
tactical planning, 120- 122
for urban refuse/sludge dumping, 124-
126
see also Federal Express; Transportation
industries
Domino's Pizza, 15
Doyle Dane Bernbach, growth of, 183-185
E
Economies of scale
in aircraft manufacturing, 30
in banking, 124
industry structural changes to exploit, 11
of multiserver queuing systems, 125
Edison, Thomas A., 118
Electronic Data Systems, 51
Electronic Industries Association, 153, 155
OCR for page 205
INDEX
Engineering consulting firms
computer applications in, 187- 188
economies of scope in, 177- 178
Ericcson, 158
Ernst & Whinney, diversification, 177, 185
Euler, Leonhard, 118
Exxon, 22
F
Federal Express
Customers, Operations, and Services
Master On-line System, 57-81
history, 57
services offered by, 3, 28
Technology Center, 59
ZapMail, 70, 71, 73
Fedwire, 29
Fehr, Dave, 49
Field Activities Management Information
System (FAMIS), 58
Financial markets
deregulation of, 33
exchange rates and manufacturing costs,
29-30
and foreign direct investment in U.S.
services, 9-10
volatility due to automation, 29-30
see also New York Stock Exchange
Financial services
accounting and auditing, 176- 177, 180,
185, 192, 196
disintermediation in, 14
General Motors Acceptance Corporation,
22
GNP and employment in, 18
income tax services, 133
securities and brokerage, 176; see also
New York Stock Exchange
structural changes attributable to
technological change, 11, 14, 29
work force planning for, 133
see also Automated teller machines;
Banking; New York Stock Exchange
Financial Services Group of Canada, 133
Fisher, Marshall, 121, 137
Food services
automation in, 13
Benihana Restaurants, 126
British investment in, 13
Burger King restaurants, 126
205
distribution and support systems, 23
meals on wheels, 115, 121- 122, 136
operations research applications in, 126
Ford Motor Company
economies of scale, 27
simultaneous design process, 25
transborder data network, 27
Frey, Donald, 42
G
Gardner, Don, 40-46, 48
General Electric cellular telephone
manufacturing, 158
General Electric Tempo, 108
General Motors
competitive strategies, 22
dealer parts business environment, 44
parts catalogs, 37, 38-44
Georgia Tech Research Institute, 68
Gordon, George, 192
Grey advertising agency, growth in, 183-185
Gump, Dave, 39, 40, 42, 43, 45-48, 51,
53-54
H
Hand Held Products, 63-65, 68, 72
HBM Creamer, growth, 183- 185
Health care
foreign market for U.S. medical services,
1
reimbursement programs, 12
scale effects of new technologies in, 11
12
Heineken, 21
Honda, U.S. manufacturing base, 22
Hutton Chevrolet, SO
IBM
disintermediation effects on, 32
as a service provider, 22-23
services support of international
operations, 27
Information technologies
automated voice announcements, 89
barriers to implementation, 191-193
capital endowment per worker, 186
competitiveness and adoption of, 22,
122, 183, 188-189
OCR for page 206
206
disintermediation effects of, 14-15
dispatch systems, 58, 62
economies of scope created by, 12
electronic home shopping, 28
engineering design applications, 14
health care applications, 11, 12
law firm applications, 190- 191
market responsiveness and, 21
market segmentation opportunities
offered by, 15
Morse Code Ticker, 89
New York Stock Exchange
implementation, 90-104
office automation, 13, 14
productivity gains from, 188- 189
productivity of, 188-189
professional services utilization, 183,
186-191, 193
quick-response reordering systems, 21
research applications, 14
reservation systems, 11, 12-13, 15
revenue management systems, 12
scale effects in utilization, 187
services industry market for, 19
support of international manufacturing
operations, 26-27
teletype systems, 89
user-friendliness, 31-32, 112- 113
Voice Box concept, 190
see also Computer hardware and
software; Operations research/
management science
Innovations/new technologies
acquisition strategies, 44-47, 51, 61-65,
72, 75, 89-90
barriers to implementation, 89, 191-193
in bridge design and construction, 165
174
disinterrnediation effects, 14- 15, 31
32
economies of scope created by, 12-13
employee/user attitudes about, 56, 89,
-. 91, 93, 103
failures, reasons for, 92, 96, 130-131
importance to services industries, 2, 6,
10
involving interactions between services
and manufacturing, 7, 18- 19
principles essential to management of, 2
promotion in bridge design and
construction, 166
INDEX
prototype development, 48-50
rights to, 51
structural changes created by, 10-15,
31-32
see also Development of new
technologies; Introduction of new
technologies
The Institute of Management Sciences,
Edelman Award for Management
Science Achievement, 119, 120,
121
Insurance industry
back-office automation, 13, 24
GNP and employment in, 18
productivity gains, 13
profitability-growth relationship in, 180-
181
profitability-scale relationship, 180- 181
structural changes due to innovation, 13
work force planning, 133-134
Intermediaries/intermediation
effects of innovation on, 14-15, 31-32
specialists for introducing innovations, 19
Introduction of new technologies
customer support specialists needed for,
19
field tests, 50-52, 59-60, 68, 92, 104
105, 112
impact on employee morale, 59
incentives for employee use of new
technologies, 61, 140-141
incremental approach, 100- 101, 105,
107
at industry forums, 42, 47, 56
success factors, 2, 7, 29, 36, 54, 55-57,
68, 93, 99, 121
support arrangements needed for, 29, 52,
108
system efforts, crucial aspects, 82
at trade shows, 50, 52
training of users, 72, 76
J
J.W. Thompson, growth in, 184-185
J. Sainsbury's, 13
Japan
competitiveness and exchange rates, 29
offshore manufacturing, 22, 29-30
services industry growth, 23-24
OCR for page 207
INDEX
L
Lembersky, M., 129
Levi Strauss, 21
The Limited, 21
Lustine parts dealership, 50, S1
M
Maddox, Mike, 68
Maister, David, 190
Management
communication with employees, 67-68
decision making at consumer level, 26
health care systems, 12
operations research in, l lS
qualities essential for successful
innovation, 2, 29, 56
sales territory design decision making,
133-134
scheduling, 132-133
spatial deployment, 132-133
support of technology development, 56,
61, 71-72
work force planning, llS, 131-134,
138-141
see also The Institute of Management
Sciences; Operations research/
management science
Manufacturing costs
control strategies, 6, 25, 28-29! 31
exchange rates and, 29-30
labor costs in, 24-25
medical care/insurance for employees, 31
services-related, 6, 23-25, 28-29, 31
Manufacturing industries
benefits of using external services, 27-29
for cellular mobile telephones, 158, 162
computer-integrated, 28-29
consumer demand trends, 19, 21
declines in, 9, 16
disintermediation of services by, 31-32
employment, 16, 18
flexible systems, 6, 22, 28-29, 30
GNP, 18
logistics systems, 27
market responsiveness, 21-22
offshore operations, information services
support of, 26-27
quality programs, 25
services industry interface with, 6, 16-32
as services producers, 22-23
207
specialized marketing channels, 28
structural changes in, 29-32
success factors, 6, 21-22
trade balances, 9, 26
value added, 16, 24
Marken, John, 38, 42, 44, 48, 54
Market responsiveness
disintermediation and, 14- IS
improvement by services technologies,
21-22
Martland, Carl D., 122
McKesson, market integration by, IS
McKinsey Direct Product Profitability
analyses, 31
Metelco S. A., 131
Michigan Bell, large company networking
services, 28
Microfiche publishing
benefits, 36, 41
data processing for, 38
end-users' attitudes about product, 37
film duplicating, 38, 39-40
production rates, 36-37
rollfiche reader, 39
silver crisis and, 39-40
transformation to automated parts catalog
lookup system, 36, 38-39
see also Automated parts catalogs; Bell
& Howell
Miller, Dick, 38
Mobile Data International, Digitally Assisted
Dispatch System, 62
Mobile telephone services
air and ground service, 146
competitive forces, 145- 146, 149- 150,
153-154
early characteristics, 145
frequency allocations, 145-146, 148-lS1
history, 144-146
popularity, 145
private systems, 14S, 146, 148
Radio Common carriers, 145, 149- 150,
154, 156
ultra high frequency channels, 146
Wireline Common Carriers, 145, 149-
150, 154, 156
see also Cellular mobile telephone
services
Monsanto, production scheduling models,
128-129
Morse, Philip M., 117, 118
OCR for page 208
208
N
National Automotive Dealers Association
trade show, 50
Needham Harper, growth of, 184-185
New York Stock Exchange
After-Trade Processing subsystem, 84,
96
Amex Computerized Order Delivery and
Execution, 91-92
arbitrage plays between futures markets
and, 105
attitudes about automation, 89, 91, 93,
103
Automated Trading System, 92-93
bunching of orders, 100-101, 107
Call market, 86, 88
capacity issue, 95-104
capacity planning, 104- 105
CENTAUR Message Switch, 91, 93
Common Message Switch, 83, 84, 92,
95, 100
Competitive Dealer market, 86-87, 88
demand variability and unpredictability,
96-99
Designated Order Turnaround, 93-95,
99-101
Display Book, 102- 104
earliest use of electronic technology, 89
efficiency of processes, 86, 91, 101-103
environment/unique characteristics, 85
86, 93, 95, 96
fast markets, 96, 103
Floor Derived Clearance, 93
hand-held terminals, 93, 94
High Speed Line, 83, 95
history of trading, 87, 89-95
Market Data Reporting subsystem, 83,
84, 95
Market Data Systems, 83, 89-90, 100
Morse Code Ticker, 89
Odd-Lot Automation program, 91
. Odd-Lot Switch, 91, 99
optical card readers' mark-sense cards,
90, 94
Order/Report Delivery subsystem, 83,
84, 91-92
physical plant overhaul and redesign, 99-
100, 104
price discovery mechanism, 85, 86, 89,
96, 100
INDEX
program trading, 4, 105-106
Quotation Service, 89
Special Bid Ask Ticker Network, 89, 90
speed/accuracy requirements, 83, 95
stock specialists, 83, 84, 87-89, 92, 93,
101-103
technology acquisition, 89-90
teletype system, 89, 91
testing of systems, 92, 104- 105
Trade Support subsystem, 83, 92-95, 96
trading process, 82-84
trading volume, 90, 97-98
Unitary Specialist market, 87-89
Universal Floor Device Controller, 100
user acceptance of innovations, 82, 84-
85, 103
volume surges, 82, 96, 100-102, 105
Nicolitas, A. J., 131
Nippon Electric Company, 158
Norand Corporation
programmable hand-held terminals, 59
Smart Base development, 71, 72, 74, 75
Northern Telecom, 158
NovAtel, 158
o
Odoni, Amedeo, 136
Ogilvy Group, growth in, 183-185
On-line Revenue Billing & Invoicing
Technology (ORBIT), 58
Operations research/management science
attitudes about, 115
banking applications, 123- 124
Barge Operation System Simulator, 124-
125
check-processing simulation model, 124
cost savings of applications, 121-129
costs-benefits, 135-138
energy planning model, 127, 129
equipment repair decision making, 129
failures, reasons for, 130-131
features, techniques, and approaches,
116-117, 118-119, 134-135
history, 117- 119
hydroelectric power production
applications, 126- 127
investment planning applications, 115
for logistics control, 4, 125-126, 133-
134
military applications, 117- 118
OCR for page 209
INDEX
nearest neighbor heuristics, 130- 131
pipeline inventory model, 123-124
prize-winning applications, 119
in production-related services, 4, 126
131
queuing theory, 118, 125, 139- 140
Route Capacity model, 123
routing/logistics applications, 115, 123
sales territory design decisions, 133
scheduling applications, 128- 129, 132
133, 138-141
search theory in, 117-118
Service Planning Model, 122
Signal Wake Model, 123
Simplex method, 118
simulation models, 123- 124
spatial deployment, 133-134
Strategic Logistical Unified Design
GEnerator (SLUDGE), 125- 126
transportation applications, 115, 119,
121-123
urban services applications, 124-126,
134
value added from, 135- 138
VISION program, 129- 130
water resource planning, 126- 127
work force planning applications, 4, 115,
131-134, 138-141
see also The Institute of Management
Sciences
Operations Research Society of America
history, 118
Lanchester Prize, 119
Owens-Corning Fiberglas, production
scheduling system, 128
p
Pacific Gas and Electric Company, HYSS
operations research software, 127
Package delivery services, see Distribution
services; Federal Express
Pactel Mobile Access Company, 156
Paine, Thomas, 108
Peat Marwick Main, diversification, 177,
185, 186
Permanent press fabrics, industry structural
changes due to, 32
Personnel services, offered by
manufacturers, 23
209
Phelan, John, 93
Platzman, Loren, 121
Ponder, Ron, 72, 73
Powell, Warren, 137
Pratt & Whitney, repair service strategy, 26
Price Waterhouse, 177, 185
Prince, Don, 39-40
Procter & Gamble, 31
Productivity gains
of automated teller machines, 113
from back-office automation, 13
from computerization, 14, 188- 189
from electronic parts catalog, 3, 43, 48,
51-52
in professional services, 14, 188-189
from services, 17- 18
Professional services
accounting and auditing, 176- 177, 180,
185, 186, 192
advertising/marketing agencies, 179, 180,
183-185
architectural firms, 190-191
business services, 27, 31, 176
clients' perceptions of differences in
services of, 183
competitive strategies, 6, 176, 180, 183,
193
computer applications in, 189-192
differences from traditional product
firms, 175
economies of scale in, 6, 177-180
economies of scope in, 6, 176-177
executive placement services, 179
industries comprising, 175, 179
information technology utilization in, 6,
183, 186-193
legal services, 14, 176, 179-180, 186,
190-192
management consulting, 179
market share/value relationship, 6, 179
McKinsey Direct Product Profitability
analyses, 31
partnership-induced biases in, 6, 192
profitability-growth relationships, 180
182
profitability-scale relationships, 178- 180,
181
securities and brokerage, 176; see also
Financial services
sustaining growth in, 182-183
OCR for page 210
210
technology effects on productivity, 6, 14
Q
Quality of services/products
competitiveness and, 25
components of improving, 25-26
perceptions, determinants of, 25
technology effects on, 14, 15
Quotron Corporation, 109, 111
R
Ramagli, John, 41, 42, 49, 51
Rand Corporation, 118
RegulationJderegulation
airline industry, 30
branch banking, 123
communications industry, 33
of cross-border data and services flows,
27
and foreign competition, 13, 33
medical reimbursement programs, 12
mobile telephone services, 5, 146, 149-
152, 156, 161
procurement procedures in U.S. bridge
design/construction, 5-6, 166, 171-
172
structural changes in services industries
attributable to, 5, 12, 31, 161
transportation industry, 31
Rental car industry, electronic reservation
systems, 11, 15
Repair and parts services
dealer business environment, 44
documentation support requirements, 37
market share, 37
returns of parts, 44
Retail trade
electronic point of sale systems, 31
food, 13
GNP and employment in, 18
Roach, Stephen, 188
Scanner technology
S
Micro-Wand I (Tracker), 65-67, 69, 70
Micro-Wand II (SuperTracker), 66, 70,
72
Norand 101XL, 60
llVDEX
package tracking applications, 58-59; see
also Customers, Operations, and
Services Master On-line System
retail checkout registers, 13, 21
Search Technology, 68
Sears
distribution systems, 31
market integration by, 15
Securities and Exchange Commissiom
attitides about NYSE automation, 92
Securities industry, standardization, 91
Securities Industry Automation Corporation
Centralized Exchange Network Trading
and Unified Reporting, 91-92, 93
Display Book design, 102
Intermarket Trading System, 100
Services industries
analogies to manufacturing, 2, 33
competitiveness, 6, 7, 9-16, 23-24, 32
33
consumer demand trends, l9, 21
deregulation effects on, 10, 33
disintermediation in, 14- 15, 31-32
economic importance, 1, 17-18, 23-24
employment trends, 16- 18
foreign direct investment in, 9-10, 13
growth trends, 16- 17
importance of innovation in, 2, 6, 10,
32-33
intermediaries for introducing/supporting
technologies, 7, 19
international manufacturing operations
support, 26-27
manufacturing's interface with, 6, 16
31, 32
as markets for manufactures, 19, 21
mergers in, 11
networks and variety in, 12-13
opportunities in, 6, 10, 15, 32
productivity, 24
segmentation and responsiveness to
markets, 14-16
structural changes due to technological
change, 6, 10-15
substitution for manufactures, 17- l9
trade balances, 9
value-added potentials, 10, 14
vulnerabilities of, 10, 32, 33
see also specific industries
Sheffi, Y., 136
Smart Base, 71, 72, 74-77, 80
OCR for page 211
INDEX
Smith, Fred, 57, 72
Strategic Planning Institute, Profit Impact of
Management Strategy data base,
25- 26
Stratus Corporation, 21
Super Valu, market integration by, 15
SuperTracker, 66, 70, 72, 74, 75-77, 79
T
Technological change, see Innovations/new
technologies
Ted Bates, growth in, 183-185
Telemarketing
by American Airlines' Sabre System, 13
in Japan, 24
Teletype Corporation, high-speed printers,
89-90
Telocator Network of America, 156, 157
Texas Instruments, 21
Textile industry, permanent press and crease-
resistant fabric innovations, 32
Tollefson, Jim, 67
Touche Ross, 177, 180, 182, 185
Tracker, 66-67, 69, 70
Transaction Technology, Incorporated, 109
Transportation industries
Barge Operation System Simulator, 124-
125
Boston and Maine Railroad, 122
Canadian National Railway, 123
competitive advantages, 122
costs, 122
deregulation, structural effects of, 31
GNP and employment, 18
innovations affecting manufacturing
industries, 18, 31
just-in-time trucking and parcel courier
services, 24
logistic services, 23, 27
long-hauls, 122
networks, modeling, 118
operations research/management science
applications, 115, 118, 120-123
railroads, 23, 122-123
Route Capacity Model, 123
savings attributable to operations
research, 122
Service Planning Model, 122
211
short-hauls, for bulk materials, 23
Signal Wake Model, 123
simulation models, 123
structural changes due to innovation, 11
tactical planning, 120- 122
see also Federal Express
Turpin, Jim, 61, 63, 66
U
Uniform product code, see Scanner
technology
Urban services
911 emergency service operator
scheduling, 138- 141
ambulance deployment, 134
New York City Department of
Environmental Protection, 125- 126
New York City Department of
Sanitation, 124-125
operations research applications in, 124-
126, 134, 138-141
V
Value added
due to styling features, 24
in manufacturing, 16
from operations research, 135-138
resellers of data processing equipment,
44
van Schaik, Ge, 21
Variable Annuity Life Insurance Company
(VALIC), 133- 134
W
Water resource planning, 126-127
Weyerhaeuser, VISION program, 129- 130
Wholesale trade, GNP and employment, 18
y
Young & Rubicam, growth of, 184-185
z
Zuboff, Shoshana, 190
Representative terms from entire chapter:
telephone services
