RETHINKING OPERATING MODELS FOR INTANGIBLE SERVICES : FROM A MECHANISTIC STRUCTURE TO A SUSTAINABLE MODELReportar como inadecuado




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1 LGI - Laboratoire Génie Industriel - EA 2606

Abstract : This paper presents a co-design process in which operations managers and researchers engage in designing within the aim of radically innovate the operations- management thinking focusing on the whole operation-s environment and system, beyond operation-s optimization. Organization-s operating models have a key influence on the organization-s governance and strategy. The design of operating models is thus pivotal for organizations and a key stake for those whose operations are based on high speed information and sophisticated knowledge, such as intangible services like banking, financial, insurance or internet services. A main challenge is to produce new knowledge and tools to address specific intangible services- operating models at a time where service systems- operations cannot any more be understood and planned under a mechanistic view of pre-established continuous chains of standardized micro tasks. The focus in this paper is specifically on the challenges related to pass from a static and mechanistic middle and back office operation-s system view to a dynamic, living system like operation-s model. The design process itself is designed as an iterative action-learning process.

Keywords : Super-vision Sustainability Business models Participatory design





Autor: Minzoni Angela - Eléonore Mounoud -

Fuente: https://hal.archives-ouvertes.fr/



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