Browsing by Author "Martinez, Veronica"
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Item Open Access Achieving Customer Satisfaction through Integrated Products and Services: An Exploratory Study(Blackwell Publishing Ltd, 2013-11-01T00:00:00Z) Raja, Jawwad Z.; Bourne, Dorota; Goffin, Keith; Cakkol, Mehmet; Martinez, VeronicaMuch of the research on satisfying customer needs is strongly influenced by the product or service dichotomy. Customer solutions however represent a type of offering that integrates products and services. Thus, solutions provide a special context that requires research attention. In this paper, we conducted an exploratory study of four customer organisations using solutions. Using the repertory grid technique we conducted 33 interviews with participants and identified 29 attributes. The data was analyzed using the Honey technique to identify which attributes are important for users and buyers of customer solutions. The findings identify relational dynamic between customers and the solution provider to be a complex and multifaceted set of dependencies that involves a number of key attributes identified. These closely related attributes included: knowledge, innovation, control, access and contract in satisfying the needs of users and buyers. The lesson that providers need to be aware of in designing NPD/NSD for solutions is that in the customer organization buyer and user attributes may vary as the two groups may have different needs. Therefore, providers of solutions need to cater for both groups when designing offerings. Importantly, the solutions context entails both product (good) and service elements that require closer attention.Item Open Access Acting on information: Performance management for the public sector(2006-07-01T00:00:00Z) Neely, Andrew; Micheli, Pietro; Martinez, VeronicaThis briefing examines how public sector organisations can use performance data more effectively to support decision-making and produce improvements in organisational performance. In particular it looks at the challenge of converting performance data into insights and then acting on those insights. Drawing on the academic literature, as well as some notable case studies from the private sector, we have identified five key ‘best practice’ lessons for organisations that want to extract greater insight from their performance data and to ensure that those insights are actedItem Open Access Aligning value propositions in supply chains.(Inderscience, 2006-02-13) Martinez, Veronica; Bititci, Umit S.Despite the plethora of studies on value that have been undertaken to date, organisations still fail in identifying their value offers, particularly in aligning their resources and capabilities towards their value creation processes in their supply chains. This research proposes a new framework on value creation: 'the value matrix'. The value matrix through its six value propositions provides a comprehensive framework to understand how different organisations within a supply chain create value. It explores value creation from both the organisational and customer perspectives. A constructive research approach through an in-depth case study on the fashion industry demonstrates that 1) the value propositions of key members of the supply chain should be aligned to enhance the value proposition of the entire supply chain. 2) Other members that are not strategic members of the supply chain can have different value propositions. This paper finishes with describing an agenda for further research and an agenda for changing how we design and operate supply chains.Item Open Access Assessing value-in-use: A conceptual framework and exploratory study(Elsevier Science B.V., Amsterdam., 2011-07-01T00:00:00Z) Macdonald, Emma K.; Wilson, Hugh; Martinez, Veronica; Toossi, AmirDeveloping approaches for understanding customer perceived value is a priority for managers and scholars alike. A conceptual framework for assessment of value-in-use is proposed and explored within the context of a maintenance service provider. In contrast to value models in previous empirical research, the framework includes assessment not just of provider attributes but also of the customer's usage processes, as well as customer evaluations of the value-in-use they obtain. Interviews with members of a cross-disciplinary buying group provide support for the framework, including the observations that individuals can assess the quality of their usage processes and that they can articulate value-in-use at both organizational and individual levels; the further concept of network quality also emerges from the data. Assessment of usage process quality as well as service quality evolves as the customer's goals evolve. Practitioners may wish to elicit usage process quality and value-in-use as well as service quality. Research directions include scale development for both usage process quality and value-in-use.Item Open Access Challenges in transforming manufacturing organisations into product-service providers(MCB University Press, 2010-04-01T00:00:00Z) Martinez, Veronica; Bastl, Marko; Kingston, Jennifer; Evans, StephenPurpose – The purpose of this paper is to present challenges experienced by UK manufacturing companies undergoing a servitization journey to becoming product- service providers. Design/methodology/approach – The paper uses an exploratory single-case study approach based on semi-structured interviews, and archival data. A total of 22 senior managers were interviewed from the product-service provider and its two suppliers, resulting in more than 400 pages of interview data. Data were analysed through an inductive research analysis by an emergent identification of patterns. Findings – This research identifies critical and frequent challenges experienced by UK manufacturing companies undergoing a servitization journey to becoming product-service system (PSS) providers. They are condensed into five pillars, which constitute the architecture of challenges in servitization. The architecture of challenges in servitization provides a full description of the strategy and operations of PSSs. Research limitations/implications – This is qualitative research based on a single case study. Given the nature of research design, the identified patterns cannot be used as a predictive tool. Practical implications – This research provides a framework to understand, analyse and plan the strategic transformations to more highly servitized organisational forms. Originality/value – This paper contributes to knowledge with a new model called “the architecture of challenges in servitization”. This is the only model that explains the importance of the strategic, operational and social tests that organisations confront when adopting servitization strategies. If companies understand these challenges, they have the potential to create unique sets of values for a variety of sItem Open Access Creating and Managing Value in Collaborative Networks(Emerald Group Publishing Limited, 2004-01-01T00:00:00Z) Bititci, Umit S.; Martinez, Veronica; Albores, Pavel; Parung, JoniartoThis is a theoretical paper that examines the interplay between individual and collective capabilities and competencies and value transactions in collaborative environments. The theory behind value creation is examined and two types of value are identified, internal value (shareholder value) and external value (value proposition). The literature on collaborative enterprises/network is also examined with particular emphasis on supply chains, extended/virtual enterprises and clusters as representatives of different forms and maturities of collaboration. The interplay of value transactions and competencies and capabilities are examined and discussed in detail. Finally, a model is presented which consists of value transactions and a table that compares the characteristics of different types of collaborative enterprises/networks. It is proposed that this model presents a platform for further research to develop an in-depth understanding into how value may be created and managed in collaborative enterprises/networks.Item Open Access Creating and Sustaining Competitive Advantage in Collaborative Systems: The What? And The How?(Taylor & Francis, 2003-07-01T00:00:00Z) Bititci, Umit S.; Martinez, Veronica; Albores, Pavel; Mendibil, KepaInitially this paper asks two questions: In order to create and sustain competitive advantage through collaborative systems WHAT should be managed? and HOW should it be managed? It introduces the competitive business structure and reviews some of the global trends in manufacturing and business, which leads to focus on manage processes, value propositions and extended business processes. It then goes on to develop a model of the collaborative architecture for extended enterprises and demonstrates the validity of this architecture through a case study. It concludes that, in order to create and sustain competitive advantage, collaborative systems should facilitate the management of: the collaborative architecture of the extended enterprise; the extended business processes and the value proposition for each extended enterprise through a meta level management process. It also identifies areas for further research, such as better understanding of: the exact nature and interaction of multiple strategies within an enterprise; how to manage people/teams working along extended business processes; and the nature and prerequisites of the manage processesItem Open Access High Value Manufacturing:Delivering on the Promise.(Advanced Institute of Management Research (AIM), 2008) Martinez, Veronica; Neely, Andrew; Ren, Guangjie; Smart, AndiThe purpose of the discussion was to explore what high value manufacturing meant to UK manufacturers, especially in the context of global value systems…Item Open Access How Firms in Turbulent Environments Measure Strategic Performance(Cranfield University, 2014-09) Barrows, Edward; Martinez, Veronica; Neely, AndrewThis thesis presents the findings from two case study examinations of strategic performance measurement systems within two turbulent environmental contexts: the U.S. security software industry and the U.S. health care industry. Despite a three-‐decade emphasis on performance measurement research, little empirical work has been carried out inside turbulent settings—contexts characterized by rapid change, high levels of instability and complex configurations among environmental variables. This research targets that gap. Through exploratory case studies from seven security software firms paired with a single in-‐ depth case investigation within a transforming health care system, this study addresses the question: “how do firms in turbulent environments measure strategic performance?” The research found that in turbulent environments, an effective strategic performance measurement system contains six interrelated elements: management aims, performance objectives, uncertainty areas, decision data, management attention and performance measures. Top managers focus on their aims and performance objectives to meet requirements via a closed-‐loop approach while monitoring uncertainty areas and gathering decision data in an open-‐loop way. This union of feedback and feedforward control enables dynamic interaction among the various elements of the system all of which are informed by performance measure data. Effective use is moderated by management’s focus of attention. The research has implications for information processing and management control literature; it extends existing theory to incorporate the use of semi-‐structures within the framework of the strategic performance measurement system as a means of overcoming the challenges of uncertainty. Further, the research contradicts both extant literature and practice convention that claims strategic performance measurement frameworks need to be balanced to be effective. Practitioners are provided with a strategic performance measurement framework for use in turbulent environments. The framework would benefit from further examination in a variety of different, equally turbulent, contexts.Item Open Access Impact of performance management reviews: evidence from an energy supplier.(Emerald, 2007-06) Martinez, Veronica; Kennerley, MikeOrganisational researchers and managers alike have long held the view that performance reviews, based on performance measurement systems, have a positive impact on business performance. Nevertheless, there is relatively little research to support this hypothesis. This study sets out to tackle this gap by testing the effect of performance reviews on business performance in a UK energy supplier using agency theories. Our evidence shows thirty-three positive effects of performance reviews; twelve of them are identified as the most cited by our interviewees. Seven factors that moderate the firm’s results are identified; the ‘local leadership’ on performance reviews, which is a contribution to knowledge from this research, stood out as one of the most powerful factors that moderate performance reviews. Two negative effects of performance reviews are highlighted by this research. Finally, this research discusses the implications to the body of knowledge and practice.Item Open Access Impact of Performance Measurement and Management Systems.(Cranfield School of Management, 2008) Martinez, Veronica; Kennerley, Mike; Harpley, Richard; Wakelen, Richard; Hart, Kathy; Webb, JamesThis report describes the results of a detailed research on the impact of performance measurement and management systems (PMMS). It presents the results of the first UK Survey on this specific theme. Then, it explains the effects of the implementation of a scorecard-based performance management system (PMS) within EDF Energy’s Networks Branch, the UK-based division of a multinational company. Cranfield School of Management’s Centre for Business Performance has conducted this research, with funding from the Engineering & Physical Sciences Research Council. It has two phases: 1) a survey study in the UK manufacturing and service sectors and 2) an in-depth case based on multiple structured interviews. The report addresses an analysis of the positive, negative, internal and external effects in the UK manufacturing and service sectors. It is extended to the analysis of EDF Energy’s experience of implementing a PMS, in the context of Cranfield researchers’ previous research findings in this field. In doing so, it describes the factors that contributed most to the PMS’s successful implementation and those aspects which, at least initially, tended to hold it back from achieving its full potential, and so draws conclusions and lessons from these research results. The report also identifies moderating factors that influence these critical effects and highlights the vital importance of performance reviews at both executive and operational levels. It provides guidance too on where EDF Energy will need to make future adjustments to the ongoing development of its PMS. The results of this research will make interesting reading for all executives involved in the PMS development process; and the report also contains valuable lessons for executives in other companies who wish to embark on a similar implementation process. We hope, therefore, that EDF Energy will be willing to share their learning experience with other executives in other industries. This report has, therefore, been structured in such a way that this can easily be enabled.Item Open Access The Impact of the Investors in People Standard on People Management Practices and Firm Performance(2008-09-01T00:00:00Z) Bourne, Mike; Franco-Santos, Monica; Pavlov, Andrey; Lucianetti, Lorenzo; Martinez, Veronica; Mura, MatteoThis document reports on an extensive study into the impact of the Investors in People Standard on business performance. We started by reviewing what is already known about the Standard’s impact on business performance, before building a framework of the expected benefits of IIP from the Strategic Human Resource Management literature. This framework was tested using case studies, a survey and financial analysis to create a body of knowledge that improves our understanding of how the Investors in People Standard improves business performancItem Open Access Managing Triads in a Military Avionics Service Maintenance Network in Taiwan(Emerald Group Publishing Limited, 2010-04-01T00:00:00Z) Peng, Tzu-Ju Ann; Lin, Nan-Juh; Martinez, Veronica; Yu, Chow-Ming JosephPurpose – The purpose of this paper is to investigate how different types of triad structures, and the management mechanisms adopted by the focal company, affect cooperative performance. Design/methodology/approach – This paper uses a social network perspective to examine the triad management phenomenon in the military avionics maintenance context, which is closely associated with the field of operations management. Findings – This paper demonstrates that different triad structures and management mechanisms influence perceived cooperative performance. Four main findings emerged: in a triad, a firm playing a bridging role perceives higher cooperative performance than when playing a peripheral role in the triad or being located in a fully connected triad. When a firm plays the bridging role in a triad, and has a high level of trust, this leads to higher perceived cooperative performance. When a firm plays a peripheral role in a triad, high levels of coordination mechanism combined with high levels of trust result in higher levels of perceived cooperative performance. In a fully linked triad, when the coordination mechanism is well developed, the level of trust is high, so that the resulting level of perceived cooperation is high. Originality/value – This paper extends the knowledge of triad management by providing an in-depth study of a well-defined network setting with exceptionally high-level access to the most senior executives. In practice, this paper shows how to manage differentItem Open Access Measuring and Managing Performance in Extended Enterprises(Emerald Group Publishing Limited, 2005) Bititci, Umit S.; Mendibil, Kepa; Martinez, Veronica; Albores, PavelPurpose - The purpose of this research paper is to demonstrate how existing performance measurement may be adopted to measure and manage performance in extended enterprises. Design/methodology/approach - The paper reviews the literature in performance measurement and extended enterprises. It explains the collaborative architecture of an extended enterprise and demonstrates this architecture through a case study. A model for measuring and managing performance in extended enterprises is developed using the case study. Findings - The research found that due to structural differences between traditional and extended enterprises, the systems required to measure and manage the performance of extended enterprises, whilst being based upon existing performance measurement frameworks, would be structurally and operationally different. Based on this, a model for measuring and managing performance in extended enterprises is proposed which includes intrinsic and extrinsic inter-enterprise coordinating measures. Research limitations/implications - There are two limitations this research. First, the evidence is based on a single case, thus further cases should be studied to establish the generalisibility of the presented results. Second, the practical limitations of the EE performance measurement model should be established through longitudinal action research. Practical implications - In practice the model proposed requires collaborating organisations to be more open and share critical performance information with one another. This will require change in practices and attitudes. Originality/value - The main contribution this paper makes is that it highlights the structural differences between traditional and collaborative enterprises and specifies performance measurement and management requirements of these collaborative organisations.Item Open Access Qualitative Research in OM: Criteria for evaluation(2003-06-01T00:00:00Z) Martinez, Veronica; Albores, PavelThe paper presents a reference set of research-quality evaluation criteria for qualitative research in Operations Management. The typical research process is presented and enhanced by making explicit the role of the criteria in both the design and evaluation phases. The paper highlights the importance of having such criteria not only to strengthen the research outcome, but also as means of control and self-correction during the research process. This paper concludes with a review of potential methods to provide support to the research-quality evaluation criteria.Item Open Access Reflections on the role, use and benefits of corporate performance measurement in the UK(Emerald Group Publishing Limited, 2005-01-01T00:00:00Z) Bourne, Mike; Franco-Santos, Monica; Kennerley, Mike; Martinez, VeronicaItem Open Access Towards a definition of a business performance measurement system(Emerald Group Publishing Limited, 2007-08-01T00:00:00Z) Franco-Santos, Monica; Kennerley, Mike; Micheli, Pietro; Martinez, Veronica; Mason, Steve; Marr, Bernard; Gray, Dina; Neely, AndrewScholars in the field of performance measurement tend to use the term business performance measurement (BPM) systems without explaining exactly what they mean by it. This lack of clarity creates confusion and comparability issues, and makes it difficult for researchers to build on one an each other's work. The purpose of this paper is to identify the key characteristics of a BPM system, by reviewing the different definitions of a BPM system that exist in the literature. This work aims to open a debate on what are the necessary and sufficient conditions of a BPM system. It is also hoped that a greater level of clarity in the performance measurement research arena will be encouraged. Design/methodology/approach--The performance measurement literature is reviewed using a systematic approach. Findings--Based on this research, a set of conditions of a BPM system has been proposed from which researchers can choose those which are necessary and sufficient conditions for their studies. Research limitations/implications--The analysis in this paper provides a structure and set of characteristics that researchers could use as a reference framework to define a BPM system for their work, and as a way to define the specific focus of their investigations. More clarity and precision around the use of the BPM systems phrase will improve the generalisability and comparability of research in this area. Originality/value--By reviewing the different definitions of a BPM system that exist in the literature this paper will hopefully stimulate a debate on the necessary and sufficient conditions of a BPM system and encourage a greater level of clarity in the performance measurement research arena.