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Implementation of service systems on the shop-floor level in financial service companies. Empirical evidence from Australia and Germany

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  • Michael Leyer
  • Daniel Kronsbein
  • Richard Willis
  • Ayon Chakraborty
  • Jürgen Moormann

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.

Suggested Citation

  • Michael Leyer & Daniel Kronsbein & Richard Willis & Ayon Chakraborty & Jürgen Moormann, 2016. "Implementation of service systems on the shop-floor level in financial service companies. Empirical evidence from Australia and Germany," International Journal of Production Research, Taylor & Francis Journals, vol. 54(11), pages 3229-3242, June.
    • Handle: RePEc:taf:tprsxx:v:54:y:2016:i:11:p:3229-3242
    DOI: 10.1080/00207543.2015.1085656
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    Cited by:

    1. Prajogo, Daniel & Toy, Jordan & Bhattacharya, Ananya & Oke, Adegoke & Cheng, T.C.E., 2018. "The relationships between information management, process management and operational performance: Internal and external contexts," International Journal of Production Economics, Elsevier, vol. 199(C), pages 95-103.
    2. Alofan, Fahad & Chen, Stephen & Tan, Hao, 2020. "National cultural distance, organizational culture, and adaptation of management innovations in foreign subsidiaries: A fuzzy set analysis of TQM implementation in Saudi Arabia," Journal of Business Research, Elsevier, vol. 109(C), pages 184-199.
    3. Hua Song & Yudong Yang & Zheng Tao, 2020. "How different types of financial service providers support small- and medium- enterprises under the impact of COVID-19 pandemic: from the perspective of expectancy theory," Frontiers of Business Research in China, Springer, vol. 14(1), pages 1-27, December.

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