Implementation of service systems on the shop-floor level in financial service companies. Empirical evidence from Australia and Germany |
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| Authors: | Michael Leyer Daniel Kronsbein Richard Willis Ayon Chakraborty Jürgen Moormann |
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| Affiliation: | 1. Institute for Business Administration, University of Rostock, Rostock, Germany;2. ProcessLab, Frankfurt School of Finance &3. Management, Frankfurt a.M., Germany;4. Information Systems School, Queensland University of Technology, Brisbane, Australia;5. Operations Management and Quantitative Technique, Indian Institute of Management Tiruchirapalli, Trichy, India;6. Management, Frankfurt, Germany |
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| Abstract: | This article presents the practices of Australian and German financial service providers regarding the implementation of shop-floor control within different types of service systems. The results delivered in this article should serve as a guideline for future research to develop and adapt methods for shop-floor control in financial service systems. Interviews with 25 experts from the Australian and German financial services industry reveal novel insights into the practice of shop-floor control, suggesting that methods and concepts from manufacturing are only used to a limited extent for shop-floor control. Shop-floor control is mostly used to react quickly to unexpected deviations due to a low usage of forecasts and information systems. Thus, there seems to be improvement potential in the financial services industry in comparison with in the manufacturing industry in terms of shop-floor control. Further research within the production research area should use the empirical insights to test and adapt existing methods and to develop new ones, taking cultural differences into account. |
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| Keywords: | shop-floor control service system implementation financial services service operations |
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