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Article
Publication date: 18 July 2022

Leonardo de Aragão Guimarães, Eduardo Galvão Moura Jardim and Lino Guimarães Marujo

This study aims to improve the buying experience for both customers and providers by presenting a conceptual basis which seeks to expand the usual understanding…

Abstract

Purpose

This study aims to improve the buying experience for both customers and providers by presenting a conceptual basis which seeks to expand the usual understanding, representation, mapping and measurements of the different value and non-value stages of a customer purchase journey (CPJ).

Design/methodology/approach

Inspired by the precepts of lean thinking, with emphasis on the value stream mapping method, the approach is based on an in-depth analysis of a real and typical e-commerce acquisition of an electronic customised product (a mobile phone) during the COVID-19 pandemic.

Findings

This study demonstrates different types of consumer stages, values and wastes for the CPJ. This allowed the development of a mathematical formulation – named customer journey engineering (CJE) – from which improvements of the different categories can be identified. Exemplifying with those whose implementations require no further efforts or costs, the following results could be readily obtained in the case studied: a reduction of 96 h of non-value activities, an improvement of approximately 15% of the established index for customer satisfaction and avoidance of loss worth US$50 for the analysed customer.

Research limitations/implications

The consistency and applicability of the qualitative and quantitative findings presented here should be examined further in other customer purchase scenarios, allowing enhancements of the CJE approach.

Originality/value

Regardless of the context in question, this investigation attempts to identify and precisely define any common universal elements, often overlooked, which constitute the structure of any CPJ and are crucial for its understanding and improvement.

Details

International Journal of Lean Six Sigma, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-4166

Keywords

Article
Publication date: 1 March 1992

John Hill, Ricardo Costa and Eduardo Jardim

Jobbing production tends to be a relatively neglected area inoperations planning and control partly because of the relativecomplexity of scheduling in…

Abstract

Jobbing production tends to be a relatively neglected area in operations planning and control partly because of the relative complexity of scheduling in low‐volume/high‐variety systems, and partly because firms tend to be small and spend little on management software/systems. Describes a package which uses discrete event simulation as an aid to managers/planners in this area. This computer system makes it possible to describe the workload of a jobbing firm, together with the constraints imposed by product structure and manufacturing capacity. The manager is able to test alternative Queue Disciplines, priorities and extensions to capacity, in order to find a schedule of work which balances the strategic objectives of the firm and the requirements of the customer.

Details

Integrated Manufacturing Systems, vol. 3 no. 3
Type: Research Article
ISSN: 0957-6061

Keywords

Article
Publication date: 1 March 1998

Ricardo Sarmento Costa and Eduardo G.M. Jardim

Presents results of a nine‐year research and development project. At the beginning a scheduling simulation software was built and assessed in real contexts. Then it has…

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Abstract

Presents results of a nine‐year research and development project. At the beginning a scheduling simulation software was built and assessed in real contexts. Then it has grown into a technology for shop‐floor planning and control in the jobbing industry, developing now into a philosophy for strategic jobbing production management, named here as “Total punctuality approach”. Based on this approach, a conceptual model was developed to orientate control system design in the jobbing industry. The model was conceived on a manufacturing strategy base being clearly driven by punctuality which was identified as being the main order winning criteria in such markets, when quality and price issues have already been resolved. Flexibility, speed and costs were addressed as well according to their relative importance to competitiveness. Concepts extracted from the various technologies available are mixed up forming a special blend with regard to the total punctuality goal. Almost all aspects of the model were implemented in a software that has been successfully used in small Brazilian jobbing firms. Using the software, it is possible to assess a large range of shop‐floor management practices in terms of their contribution to the competitiveness of the company.

Details

International Journal of Operations & Production Management, vol. 18 no. 3
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 23 November 2021

Rodrigo Luiz Morais-da-Silva, Andréa Paula Segatto, Gelciomar Simão Justen, Indira Gandhi Bezerra-de-Sousa and Eduardo De-Carli

Social innovation has been attracting attention in the literature and the practice field due to its intention to create social value. However, the social innovation…

Abstract

Purpose

Social innovation has been attracting attention in the literature and the practice field due to its intention to create social value. However, the social innovation process is still poorly studied and is marked by several disagreements in the existing models, often built from data coming from developed countries. So, the focus of this study is to answer the following research question: how is the social innovation process configured in a developing context?

Design/methodology/approach

The study investigated three cases of Brazilian social innovation processes through a qualitative approach. The authors also use the institutional levels perspectives to analyse the cases.

Findings

The main findings indicate that the social innovation process comprises five phases and occurs between the micro, meso and macro institutional levels. Besides, the social innovation process relies on the participation of different partners, in a non-sequential process, with the possibility of returning from one stage to another and is evaluated continuously over time.

Practical implications

This study may be useful for social entrepreneurs and their teams in organisations that generate social innovations (such as social enterprises) to understand how well-established initiatives have organised themselves over time. Public policymakers may also use the insights provided to create more favourable environments to create new social innovation initiatives and expand the existing ones.

Originality/value

The characteristics of the social innovation process revealed in this study contributes to the advancement of the area, mainly because it considers the perspective of institutional levels and is based on data from a developing country.

Details

Business Process Management Journal, vol. 28 no. 1
Type: Research Article
ISSN: 1463-7154

Keywords

Book part
Publication date: 23 March 2017

Barbara de Lima Voss, David Bernard Carter and Bruno Meirelles Salotti

We present a critical literature review debating Brazilian research on social and environmental accounting (SEA). The aim of this study is to understand the role of…

Abstract

We present a critical literature review debating Brazilian research on social and environmental accounting (SEA). The aim of this study is to understand the role of politics in the construction of hegemonies in SEA research in Brazil. In particular, we examine the role of hegemony in relation to the co-option of SEA literature and sustainability in the Brazilian context by the logic of development for economic growth in emerging economies. The methodological approach adopts a post-structural perspective that reflects Laclau and Mouffe’s discourse theory. The study employs a hermeneutical, rhetorical approach to understand and classify 352 Brazilian research articles on SEA. We employ Brown and Fraser’s (2006) categorizations of SEA literature to help in our analysis: the business case, the stakeholder–accountability approach, and the critical case. We argue that the business case is prominent in Brazilian studies. Second-stage analysis suggests that the major themes under discussion include measurement, consulting, and descriptive approach. We argue that these themes illustrate the degree of influence of the hegemonic politics relevant to emerging economics, as these themes predominantly concern economic growth and a capitalist context. This paper discusses trends and practices in the Brazilian literature on SEA and argues that the focus means that SEA avoids critical debates of the role of capitalist logics in an emerging economy concerning sustainability. We urge the Brazilian academy to understand the implications of its reifying agenda and engage, counter-hegemonically, in a social and political agenda beyond the hegemonic support of a particular set of capitalist interests.

Details

Advances in Environmental Accounting & Management: Social and Environmental Accounting in Brazil
Type: Book
ISBN: 978-1-78635-376-4

Keywords

Article
Publication date: 29 November 2021

Louisi Francis Moura, Edson Pinheiro de Lima, Fernando Deschamps, Dror Etzion and Sergio E. Gouvea da Costa

This conceptual paper presents a proposal for improving a performance measurement (PM) system implementation process based on enterprise engineering (EE) guidelines, which…

Abstract

Purpose

This conceptual paper presents a proposal for improving a performance measurement (PM) system implementation process based on enterprise engineering (EE) guidelines, which gives the process a sense of completeness.

Design/methodology/approach

This paper analyzes a well-known process for PM systems implementation organized in two phases: identifying, designing and implementing the top-level performance measures; and cascading the top-level measures and identify appropriate lower-level performance measures. The proposed improvements to the studied process derive from the EE guidelines, which establish a basis for the structure of an organizational management system, the formalization and synchronization of processes, performance expectations, exception handling and change management.

Findings

The study reveals that not all EE guidelines are covered by the analyzed process, with four of them having no evidence of being adopted: involvement of people in process design and implementation; ensuring interoperability between different systems in the information structure; addressing of all possible exceptions; coherence and consistency of semantics across all processes.

Originality/value

By the lens of EE guidelines, this paper advances a how-to-guide. This paper can support managers and researchers on PM system design and implementation, given the importance and relevance of EE recommendations having a consistent and well-structured procedure.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

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