The co‐evolution of capabilities and transaction costs: explaining the institutional structure of production

This paper proposes that transaction costs and capabilities are fundamentally intertwined in the determination of vertical scope, and identifies the key mechanisms of their co‐evolution. Specifically, we argue that capability differences are a necessary condition for vertical specialization; and that transaction cost reductions only lead to specialization when capabilities along the value chain are heterogeneous. Furthermore, we argue that there are four evolutionary mechanisms that shape vertical scope over time. First, the selection process, itself driven by capability differences, dynamically shapes vertical scope; second, transaction costs are endogenously changed by firms that try to reshape the transactional environment to increase their profit and market share; third, changes in vertical scope affect the nature of the capability development process, i.e., the way in which firms improve their operations over time; and finally, the changes in the capability development process reshape the capability pool in the industry, changing the roster of qualified participants. These dynamics of capability and transaction cost co‐evolution are illustrated through two contrasting examples: the mortgage banking industry in the United States, which shows the shift from integrated to disintegrated production; and the Swiss watch‐manufacturing industry, which went from disintegration to integration. Copyright © 2005 John Wiley & Sons, Ltd.     

Optimal maintenance center inventories for fault-tolerant repairable systems

In many military and commercial contexts, complex equipment which is expected to perform very reliably is often designed to be fault-tolerant, that is, able to function although some of the parts have failed. A popular fault-tolerant design is the m-out-of-n system, where there are n identical parts, at least m of which must be functional for machine operation. Complex equipment of this type often undergoes scheduled maintenance overhauls at regular intervals during which all failed components are replaced. Failure to have replacements on hand for failed parts requires emergency measures at premium cost. When repairable parts are highly reliable and expensive, both holding and shortage costs are high. A reasonable objective is to choose initial spares inventory to minimize the sum of holding costs and expected shortage costs.We first develop a model to determine the optimal repairable parts inventory for a maintenance center servicing machines containing a single m-out-of-n system. The model is then extended to handle a related problem, finding optimal maintenance center inventories for machines containing several m-out-of-n systems of different parts, minimizing total expected costs subject to a constraint on total inventory investment.We assume that there is a fleet of machines, which experience identical workloads. There is a cycle time of T days between overhauls for an individual machine. A machine arrives at the maintenance center for overhaul each day. At the overhaul, all failed parts are removed and sent to a repair shop, from which they eventually return to the maintenance center to be used again as spares. The total number of spares undergoing repair and on hand is a constant. There are no backorders; if the number on-hand spares is insufficient to meet demand at an overhaul, a shortage penalty is assessed which depends on the number and type of spares required.While computing holding costs is straightforward, computing expected shortage costs is more complex. Expected shortage costs are dependent upon several factors, including component failure rates, the values of m and n, part repair rates, and the initial number of spares on hand. We assume that the system of interest is well specified, so that the parameters of the model are known except for the number of initial spares of each type, which are the decision variables. We model the on-hand inventory of each type of part as a Markov chain with the number of spares on hand at the end of each day as the states, under the assumptions that failure rates are constant and repair times follow independent exponential distributions. We then calculate the steady-state probabilities of stockout of various numbers of spares, as a function of the initial spares inventory. The expected shortage costs for a given type of spare may then be calculated by finding the product of the penalty cost for lacking p spares and the probability of lacking p spares and summing over all possible p values.Solutions to the problem of finding optimal initial inventory level for a machine containing a single m-out-of-n system may be found easily by enumeration. Solutions to the constrained problem where the machine contains several independent m-out-of-n systems, may be found by dynamic programming. Sensitivity analysis of costs to changes in the inventory investment constraint is clear, and computational effort is reasonable. A simple example is included to illustrate the solution method for both problems.     

Understanding hospital quality: the case of cumulative and balanced quality

A more precise way to conceptualize and operationalize hospital quality is needed to increase hospitals’ productivity. This paper investigates how hospitals’ conformance quality (CQ) and experiential quality (EQ), in terms of their combined magnitude (i.e. their interaction) and relative balance (i.e. the absolute difference between them) impact hospital productivity. First, we explore the impact of both the ‘combined dimension of quality’ and ‘balance dimension of quality’ on hospital productivity. Second, we investigate quality dominance to analyze its impact on productivity when CQ is greater than EQ, and vice versa. Secondary data (January 2015 to December 2015) were collected from the Centers for Medicare and Medicaid Services and American Hospital Directory (AHD) for US acute care hospitals. The results provide strong empirical support for the benefit of minimizing the gap between the two types of quality. In addition, the results suggest that considering quality dominance (experiential vs. conformance) might be useful in shedding light on the inherent tension that exists when firms are forced to allocate resources to provide different types of quality simultaneously.     

Ground Roasted Coffee Consumers’ Ability to Determine Actual Quality: The Use of Attributes and the Role of Education Level in Mexico

This study contributes to the understanding of the consumer’s ability to distinguish levels of quality of a product comparing it to an objective evaluation. Also, it was hypothesized that a higher level of education would lead to a better ability to discriminate quality. Perceived and objective quality are compared using a semi-experimental design with subjects evaluating coffee attributes. Objective values are provided by certified expert coffee cuppers, whereas perceived values are obtained from regular coffee drinkers. Results suggest that the importance placed on each attribute (aroma, flavour, body, and residual flavour) by the consumer is different from that placed on each attribute by the experts. Furthermore, the most relevant attribute for the consumer (flavour) is distinct from the one most relevant for experts (residual flavour). Additionally, the consumer is unable to distinguish quality levels as an expert can do, regardless of his education level.     

Transformative service research and service design: synergistic effects in healthcare

ABSTRACT

This conceptual paper answers the question: How do we design service experiences in whole to increase the well-being of all participants in the healthcare system – patients, families, and caregivers? In order to do so, we position service design as an essential tool and even a mindset needed for transformative service research success. We discuss the transformative role service design plays in improving service and consumer entities’ well-being with a focus on how this approach can lead to improved healthcare service outcomes. We also add to the conversation surrounding service and consumer entities’ well-being by broadening the concept and application of service design to consider social, existential, psychological, and physical well-being. We particularly explore how healthcare services can benefit from further consumer engagement and collaborative patient–provider relationships, two key factors essential for redesigning the industry.