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- Omni-channel service operations: Building technology-based business networksPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis article investigates how omni-channel services operations are building technology-based business networks. It uses a case study research, which includes multiple sources of data collection for triangulation purposes, to study a real-life phenomenon. The results suggest that omni-channel companies are changing their landscape to business networks, looking for competitive advantages over their rivals. But this move incorporates new challenges, as it requires a transition based on operations management to allow these firms to adapt their processes and channels, in order to be able to collaborate in a heterogeneous network of firms. Another possible solution is the integration of innovation technologies that are enabling the combination of firm capabilities to underpin collaborative relationships. Previous research also suggests that service operations management in an omni-channel services context is largely unaddressed, as this discipline is essential for the edification of technology-based business networks. Thereby, this article provides real-life statements and examples of firms that are moving their service operations into a business network paradigm. Subsequently, since omni-channel services are multidisciplinary in nature, these exploratory results represent a fruitful opportunity for future research to involve other disciplines than service operations.
- Research Opportunities in Multi-channel Services: A Systematic ReviewPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThe present study presents the results of a systematic review on multi-channel services, to synthesize the existing body of knowledge and propose avenues for further research. We present theories that are widely corroborated, as well as suggestions presented by scholars that represent research opportunities. Towards this aim, using a comprehensive review of 118 peer-reviewed articles, the results suggest that existing studies are mainly focused on the analysis of consumer interactions with multi-channel front-office services, whereas the management of back-office processes and control aspects remain largely undressed. These topics represent strategic challenges and opportunities for future research.
- Lean, Six Sigma and ISO Management Systems Standards: An Integration FrameworkPublication . Marques, Pedro; Reis, João Carlos Gonçalves dos; Sá, José Carlos; Mateus, Ricardo J G; Pinto, Francisco Maria Ribeiro Da Costa SilvaPurpose - This paper proposes a conceptual framework to integrate three relevant business models: Lean Management, Six Sigma and international ISO Management Systems Standards (MSS). It explores the multiples synergies among them from an organizational excellence viewpoint. Design/methodology/approach - From the literature review, Lean Management, Six Sigma, and international Management Systems Standards based on the Annex SL common structure provided by ISO are thoroughly discussed and compared. From this, logical synergies and complementarities between these three approaches are identified, explored and discussed. Altogether, those linkages will drive the development of a conceptual framework to guide their integration. Findings - The integration model relies on many organizational excellence principles and its guidelines help managers and team leaders to properly utilize a set of Lean and Six Sigma methods and tools according to their purpose. In addition, the model provides a clear relationship between those tools and the clauses of requirements included in the ISO Management Systems Standards. Research limitations/implications - The framework does not cover other normative references for management systems that are not published by ISO, such as SA 8000 on social accountability systems. In addition, it does not discuss management standards for specific sectors of activity, such as IATF 16949 for the automotive industry, ISO 13485 for medical devices, among others. Practical implications - The model and its guidelines are useful for all those organizations that developed or intend to develop management systems based on ISO standards.
- Comprehensive Risk Assessment Of Industrial Radiography Process Within Industry 5.0: Towards Continuous Safety ImprovementPublication . Pereira, José Cristiano; Dores, Joana Maria Costa Martins das; Reis, João Carlos Gonçalves dosThe radiographic inspection of critical jet engine hardware involves inherent risk factors. Failure to address these risks appropriately can lead to catastrophic operational accidents, including loss of life and aircraft destruction. Recognizing and mitigating these risks is crucial, with the human factor playing a pivotal role in ensuring the success of the inspection process. In the context of Industry 5.0, a groundbreaking paradigm that prioritizes human needs and well-being in technological advancements, our study seeks to illuminate the risks associated with the failure of radiographic inspection of critical hardware. Furthermore, we aim to explore how the Industry 5.0 framework can be effectively leveraged to optimize this inspection process. This research endeavors to generate practical insights into each process variable, offering actionable strategies to prevent failures in both inspection procedures and critical hardware components. Its significance extends to inspectors, manufacturing engineers, safety engineers, and company decision-makers, providing guidance on implementing a risk assessment program rooted in Industry 5.0 principles for process optimization. Distinguishing itself as an innovative endeavor, this study pioneers the application of the Industry 5.0 approach to radiographic inspections. Methodologically, it employs a thorough review of state-of-the-art literature, standards, and regulations to identify risk factors. Subsequently, the study illustrates how Industry 5.0 concepts can be applied to formulate effective responses to these risks. The outcome comprises a comprehensive list of identified risks and practical examples showcasing the application of Industry 5.0 concepts. The ultimate goal is to enhance the overall quality, reliability, and profitability of companies engaged in jet engine hardware maintenance, manufacturing, and other processes employing X-ray and gamma rays. The result can be used as a guideline by jet engine hardware maintenance, manufacturing professionals, and other organizations using X-ray and gamma rays in their processes. Although the primary focus is on the radiographic inspection within a jet engine repair station, the study findings can be generalized to other industries that use industrial radiographic inspection and whose sustainability is affected by inspection failure, resulting in waste, rework, and unnecessary energy consumption. The study provides guidelines to be used by professionals, engineers, inspectors, and decision-makers. The study outlines measures that can significantly improve operational performance, enhance safety standards, reduce costs, minimize waste, and positively impact organizational sustainability. By addressing a critical gap in the literature, our study introduces a pioneering perspective on the transformative potential of Industry 5.0 concepts in radiographic inspections. The guidelines provided can be instrumental for developing risk assessment programs, further contributing to the improvement of organizational quality, safety, and overall financial wellbeing. This study sets the stage for future academic research, inspiring scholars to delve deeper into refining inspection quality and processes.
- Desenvolvimento de um Modelo Teórico–Conceptual para Implementação de Veículos Elétricos: Estudo de Caso do Exército PortuguêsPublication . Santos, Ricardo; Reis, João Carlos Gonçalves dos; Kazanecka, Aneta; Nowakowska, MartaRESUMO (PORTUGUESE): O tema “veículos elétricos” está cada vez mais presente na sociedade Portuguesa e no mundo empresarial em geral. Nesse sentido, será relevante que os Estados possam acompanhar os desenvolvimentos tecnológicos e que se preparem para a implementação deste tipo de mobilidade elétrica. O Exército Português não é exceção e, por esse motivo, decidimos dar os primeiros passos no desenvolvimento de um modelo teórico–conceptual para implementação de veículos elétricos. O modelo desenvolvido tem por base a literatura existente e foi validado empiricamente numa unidade militar do Exército Português. Desta forma, esta investigação visa preencher uma lacuna existente na literatura, uma vez que, pelo que temos conhecimento, é a primeira vez que se desenvolve um modelo de implementação de veículos elétricos nas Forças Armadas Portuguesas. Estudos futuros podem refinar o modelo existente, ou adaptar o modelo desenvolvido para organizações idênticas e que pretendam dar os primeiros passos neste domínio de investigação. ABSTRACT (ENGLISH): The theme “electric vehicles” is increasingly present in the Portuguese society and in the business world in general. In this regard, it will be relevant for States to be able to monitor technological developments and to prepare for the implementation of this type of electric mobility. The Portuguese Army is no exception and, for this reason, we decided to take the first steps in the development of a theoretical–conceptual model for the implementation of electric vehicles. The developed model is based on the existing literature and it was validated empirically in a military unit of the Portuguese Army. Thus, this investigation aims to fill a gap in the literature, since, as far as we know, this is the first time that a model for the implementation of electric vehicles in the Portuguese Armed Forces has been established. Future studies can refine the model presented in this article, or even adapt the conceptual model for identical organizations that intend to take the first steps in this field of research.
- Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industryPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis article aims to investigate how service providers are employing their channels to support the handling of customer complaints in an online to offline era. It provides a timely contribution by characterizing multichannel recovery practices, discussing its implications for customers, and discovering new trends. The study employs a qualitative multi-method research, which includes not only more than one method of collecting data, but also more than one method of analyzing data. Data collection involved 50 records of customer complaints, 10 semi-structured interviews, direct observation and internal bank reports. The results suggest that multichannel customers are not willing to interact with a large number of channels to solve their problems leading to a high number of interactions. Customers expect a complex recovery not in terms of interactivity but in terms of depth. Recovery solutions, such as apologizing and monetary compensations are non-permanent solutions, that are inefficient in the long term and imply financial losses. Despite the investment that is required, this investigation advocates for permanent solutions. To avoid service failures and complex recovery processes, it is possible that companies are improving their operations management in search of new strategies that are blurring the boundaries of O2O into a mix of offline and online channels (O2).
- Omni-channel Service Architectures in a Technology-based Business Network: An Empirical InsightPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis article investigates the existing omni-channel service architectures in the front-office of technology-based business networks. It discusses the implications from the existing alignment between the networkpreferred channel with other channels and clients. The methodological approach is qualitative, exploratory in nature, and employs case study research in a large private retail bank in Portugal. It includes multiple sources of data collection for corroboration purposes, including semi-structured interviews, direct observation and institutional documents. Although we have identified four types of omnichannel architectures in a business network context, the case analysis revealed that only two of them meet all the requirements, namely: the mixed services and pure virtual services. For academics this is the first attempt to discuss a growing topic in the operations management literature. Thus, this study may also help practitioners to understand the challenges they may have to deal with an omnichannel strategy in a business network context.
- Breaking Barriers with Qualitative Multi-method Research for Engineering Studies: Pros, Cons and IssuesPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThe purpose of this article is to investigate how contemporary studies about engineering are breaking down boundaries of knowledge. This study uses a systematic literature review to show how the application of qualitative multi-method approaches may offer reliable results and provide greater emphasis to the dimensions of development, triangulation and complementarity. The article offers new insights on the role of qualitative researches for the engineering domain, an area which has been largely unaddressed in the literature.
- Guidelines for Qualitative Case Research in Operations Management: A Banking Service Industry PerspectivePublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis paper provides useful recommendations that may help researchers to effectively conduct their case studies in the banking service industry. This paper uses a qualitative multi-method research strategy, which combines different qualitative research methods. It contains two main sections, a systematic literature review and the authors’ experience in the banking industry over the course of eight years of in-depth research in a Portuguese private bank. The results indicate that some sampling strategies are being neglected in the literature. The snowball sampling may become a useful strategy to build up samples from an initial small pool of informants and, thereby, mitigate the effect of banking data inaccessibility. Building upon Yin’s (2003) guidelines, we recommend four sources of data collection, which fit well the banking industry research. Due to space limitations, we had to leave aside such important areas as data analysis, validity or ethics, but we hope this can instigate other researchers to conduct further research and, therefore, contribute to the management literature.
- New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?Publication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis article aims to investigate organizational synergies in the omnichannel service context. In doing so, it discloses new omni-channel trends and discusses its implications for managers and academics. It uses a qualitative multimethod approach, which includes more than one method of collecting data to generate comprehensiveness and rich knowledge, namely: a systematic literature review and a case study. The transition to an omni-channel service requires companies to overcome many organizational challenges and is compelling academics and practitioners to focus on its operations management. The results indicate that organizational synergies are changing the omni-channel landscape and may provide several opportunities for gaining competitive advantages by implementing new technologies (e.g. m-payments), and anticipating customer needs (e.g. multi-brand experience). It is possible that these organizational synergies are transcending the omni-channel concept, creating new trends, but to confirm this hypothesis further investigation is needed.