Implementation of service systems on the shop-floor level in financial service companies. Empirical evidence from Australia and Germany. Issue 11 (2nd June 2016)

• Record Type: Journal Article
• Authors: Leyer, Michael; Kronsbein, Daniel; Willis, Richard; Chakraborty, Ayon; Moormann, Jürgen
• Is Part Of: International journal of production research. Volume 54:Issue 11(2016)
• Page Start: 3229
• Page End: 3242
• Publication Date: 2016-06-02
• Subjects: shop-floor control -- service system implementation -- financial services -- service operations; Factory management -- Periodicals; 658.57
• DOI: 10.1080/00207543.2015.1085656
• Languages: English
• ISSNs: 0020-7543

Abstract

Abstract : This article presents the practices of Australian and German financial service providers regarding the implementation of shop-floor control within different types of service systems. The results delivered in this article should serve as a guideline for future research to develop and adapt methods for shop-floor control in financial service systems. Interviews with 25 experts from the Australian and German financial services industry reveal novel insights into the practice of shop-floor control, suggesting that methods and concepts from manufacturing are only used to a limited extent for shop-floor control. Shop-floor control is mostly used to react quickly to unexpected deviations due to a low usage of forecasts and information systems. Thus, there seems to be improvement potential in the financial services industry in comparison with in the manufacturing industry in terms of shop-floor control. Further research within the production research area should use the empirical insights to test and adapt existing methods and to develop new ones, taking cultural differences into account.