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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
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
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
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
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
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
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
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
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
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
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
