UNSPECIFIED. (2005) Operational performance gaps in business relationships. INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT, 25 (3-4). pp. 320-332. ISSN 0144-3577

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Abstract

Purpose - To identify the criteria that operations managers believe make a difference to their business relationships and also to identify where the largest gaps are in terms of their current and required performance. Design/methodology/approach - This empirical research is based on the findings from six organisations in three different sectors, which formed three pairs of business relationships. It involved inter-viewing 42 individuals who between them generated over 500 characteristics that they believed made a difference to their relationships. The characteristics were analysed and grouped using open, intuitive and selective coding. Findings - The research identified six generic criteria that make a difference to business relationships. Managers recognised the need to go beyond traditional measures when characterising and measuring business relationships. Traditional operational performance criteria played only a very limited role in the relationships studied. The greatest gaps between current and required performance were concerned with the non-operational performance objectives. Research limitations/implications - There is a need to develop measurement instruments particularly in areas traditionally outside the field of operations management that capture a broad range of characteristics as identified by the six criteria. Practical implications - Identified the gaps in the assessment of business relationships and the need for better measurement instruments. Originality/value - The article provides better understanding of the nature of operational business relationships.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Journal or Publication Title:	INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
Publisher:	EMERALD GROUP PUBLISHING LIMITED
ISSN:	0144-3577
Date:	2005
Volume:	25
Number:	3-4
Number of Pages:	13
Page Range:	pp. 320-332
Identification Number:	10.1108/01443570510585525
Publication Status:	Published
URI:	http://wrap.warwick.ac.uk/id/eprint/7080

Data sourced from Thomson Reuters' Web of Knowledge

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