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Probably one of the earliest applications of computer technology to logistics was in the area of order processing. When the digital computer began to be introduced into business operations in the middle 1950s, applications were primarily restricted to operations which could be readily routinised. Order processing was such an easily routinised area. Originally the order data had to be processed and input at the location of the central computer. By 1974, a study of US firms found that 90 per cent of the respondents had comparable or more sophisticated computerised order processing systems.

The aim of this paper was to study current practices in FM work order processing to support and improve decision-making. Processing and prioritizing work orders constitute a critical part of facilities and maintenance management practices given the large amount of work orders submitted daily. User-driven approaches (UDAs) are currently more prevalent for processing and prioritizing work orders but have challenges including inconsistency and subjectivity. Data-driven approaches can provide an advantage over user-driven ones in work-order processing; however, specific data requirements need to be identified to collect and process the functional data needed while achieving more consistent and accurate results.

This paper presents the findings of an online survey conducted with facility management (FM) experts who are directly or indirectly involved in processing work orders in building maintenance.

The findings reflect the current practices of 71 survey participants on data requirements, criteria selection, rankings, with current shortcomings and challenges in prioritizing work orders. In addition, differences between criteria and their ranking within participants’ experience, facility types and facility sizes are investigated. The findings of the study provide a snapshot of the current practices in FM work order processing, which aids in developing a comprehensive framework to support data-driven decision-making and address the challenges with UDAs.

Although previous studies have explored the use of selected criteria for processing and prioritizing work orders, this paper investigated a comprehensive list of criteria used by various facilities for processing work orders. Furthermore, previous studies are focused on the processing and prioritization stage, whereas this paper explored the data collected following the completion of the maintenance tasks and the benefits it can provide for processing future work orders. In addition, previous studies have focused on one specific stage of work order processing, whereas this paper investigated the common data between different stages of work order processing for enhanced FM.

Involvement in the effective design and use of computer‐based information systems is essential for the manager of the 1990s. To be most effective, systems must be designed for the requirements of the manager‐user. Too often there is a communication gap between managers who are too busy, uninterested or unwilling to become directly involved, on the one hand, and on the other, the consultant who is more usually engrossed in the special nature of the system. The author aims to provide an up‐to‐date and integrated treatment of organisation and management, as well as to emphasise the utilisation of management information systems to improve the art of managing.

The purpose of this paper is to examine the interaction effect of innovative product category and presentation order on consumer consumer’s purchasing intention and the mediating role of perceived novelty and risk perception.

The authors examined the hypotheses in three experiment studies. In Study 1, the authors primed innovative product category and presentation order on consumer consumer’s purchasing intention. In Study 2, the authors measured the mediating role of perceived novelty and risk perception. In Study 3, they validated the moderating effect of picture and text consistency on the improvement of purchase preference.

The results reveal that RNP/INP and presentation order (from whole to part/from part to whole) could enhance consumers’ purchase intention and verify the mediating role of perceived novelty and risk perception, based on which a complete internal mechanism model is constructed. The third experiment shows the moderating effect of picture and text consistency on the improvement of purchase preference by matching the category and presentation order of innovative products.

Prior literature on the thinking mode of holistic and partial processing has been mostly applied to the cognitive field of reading and text labeling. In this study, using the holistic (local) processing thinking model and anchoring theory, eye movement experiments and situational experiments, the audience’s analysis framework of information processing mechanism is constructed. The unique phenomenon of product category and overall (local) presentation order coexisting in innovative product advertisement is considered comprehensively.

A major problem of operational control in the services industry is the integration of customers in the delivery process. The aim of this paper is to develop a method that allows service companies to evaluate the impact of customer integration on operational control in service processes.

The development of the proposed method follows a design science approach. Thus, the method is conceptualised on the basis of production, services and information systems research. A case study of loan processing in a bank serves to evaluate the applicability of the method.

As a result of this study, customer integration should be included into operational control following three steps: identification of the type of customer integration; quantification and characterisation of the impact of the integration; and identification of the appropriate mechanisms of operational control to deal with the customer integration better. The results of the case study show that customer integration has an impact on certain activities within a service process only but the results can be used to enhance operational control.

The method can be used by process managers of service companies to identify the impact of customer integration on operational control. Thus, decisions within operational control and consequently the overall productivity of a service process can be improved.

The paper delivers a new insight how customer integration and operational control can be linked in service processes. Thus, a theoretical gap in service operations literature is filled. Furthermore, the case study demonstrates how the method can be used in practice.

The purpose of this paper is to investigate the effects of Blockchain on the customer order management process and operations. There is limited understanding of the use and benefits of Blockchain on supply chains, and less so at processes level. To date, there is no research on the effects of Blockchain in the customer order management process.

A twofold method is followed. First, a Blockchain is programmed and implemented in a large international firm. Second, a series of simulations are built based on three scenarios: current with no-Blockchain, 1-year and 5-year Blockchain use.

Blockchain improves the efficiency of the process: it reduces the number of operations, reduces the average time of orders in the system, reduces workload, shows traceability of orders and improves visibility to various supply chain participants.

The research is based on a single in-depth case that has the scope to be tested in other contexts in future.

This is the first study that demonstrates with real data from an industrial firm the effects of Blockchain on the efficiency gains, reduction on the number of operations and human-processing savings. A detailed description of the Blockchain implementation is provided. Furthermore, this research shows a list of the resources and capabilities needed for building and maintaining a Blockchain in the context of supply chains.

This is the first study that demonstrates with real data from an industrial firm the effects of Blockchain on the efficiency gains, the reduction in the number of operations and human-processing savings. A detailed description of the Blockchain implementation is provided. This paper contributes to the resource-based view of the firm, by demonstrating two new competitive valuable capabilities and a new dynamic capability that organisations develop when implementing and using Blockchain in a supply–demand process. It also contributes to the information processing theory by highlighting the analytics capabilities required to sustain Blockchain-related operations.

This paper aims to focus on the question whether formalisation of the ordering process can be helpful in achieving responsiveness, while remaining efficient.

Three dimensions of the ordering process are discussed, namely logistical control, information processing and the organisational setting of the ordering process. Data were gathered from case studies at five different production companies.

It is suggested that a highly formalised logistical control structure is essential in achieving responsiveness and efficiency. From the formalisation strategies applied by the companies it can also be concluded that a formalised organisational setting of the ordering process is necessary for being responsive in case the logistical control is characterised by a low degree of formalisation.

The paper presents a detailed operationalisation of the formalisation of three dimensions of the ordering process. This is helpful in formulating guidelines for structuring the ordering process to become more responsive.

Key components of the logistics mix are described in an effort to create an understanding of the total logistics concept. Chapters include an introduction to logistics; the strategic role of logistics, customer service levels, channel relationships, facilities location, transport, inventory management, materials handling, interface with production, purchasing and materials management, estimating demand, order processing, systems performance, leadership and team building, business resource management.

Preface The functions of business divide into several areas and the general focus of this book is on one of the most important although least understood of these—DISTRIBUTION. The particular focus is on reviewing current practice in distribution costing and on attempting to push the frontiers back a little by suggesting some new approaches to overcome previously defined shortcomings.

This monograph defines distributed intelligence and discusses the relationship of distributed intelligence to data base, justifications for using the technique, and the approach to successful implementation of the technique. The approach is then illustrated by reference to a case study of experience in Birds Eye Foods. The planning process by which computing strategy for the company was decided is described, and the planning conclusions reached to date are given. The current state of development in the company is outlined and the very real savings so far achieved are specified. Finally, the main conclusions of the monograph are brought together. In essence these conclusions are that major savings are achievable using distributed intelligence, and that the implementation of a company data processing plan can be made quicker and simpler by its use. However, careful central control must be maintained so as to avoid fragmentation of machine, language skills, and application taking place.