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The purpose of this paper is to identify theories from manufacturing which can be applied to alleviate current issues within contact centre organisations. As contact centres currently adopt a mass production approach to customer service, this paper aims to examine the key issues currently facing contact centres and investigate how manufacturing has overcome some of its issues with the mass production approach.

The research employs a qualitative case study approach using a cross section of different types of contact centre to identify the current issues with contact centres. Interview and direct observation are the chosen methods for data collection and the data are analysed using a series of deductive and emergent codes.

From empirically investigating the issues that contact centres are currently facing it would imply that they have the same issues as manufacturing historically faced. Therefore, it can be concluded that if manufacturing can develop from an industry founded on scientific management principles, then so can the contact centre industry.

The findings of this paper provide a useful starting point to discuss the ability of theories developed in manufacturing to be adapted into the contact centre context. This paper is a starting point for further work into the applicability of manufacturing theories into the contact centre environment and as such it is deliberately discussed at a high level of abstraction.

Many of the techniques employed in contact centres originate from manufacturing's past but little of the research focuses on how contact centres can learn from manufacturing's future therefore this paper has practical implications in identifying which concepts can be transferred from manufacturing to contact centres.

The value of this paper is that it looks to the future of contact centre operations and discusses which techniques can be transferred from manufacturing to alleviate some of the current issues with contact centres.

The purpose of this paper is to explore what information systems are used within the data center industry and to develop a data center information systems classification framework for facilitating the investigation of the dimensions, operational characteristics, and value attributes of the data center information systems.

A preliminary data center information systems classification framework is proposed based on a comprehensive review of existing information systems research. A case study of five data centers in Australia and a review of the practitioner literature in data centers are conducted. An open coding method is adopted for facilitating the analysis of the data using existing content analysis techniques.

In total, 19 different types of data center information systems are identified in data centers. These information systems are being used for managing the information technology and the facility infrastructure in the data center and for improving the agility, the operational and cost performance, as well as the environmental footprint of individual data centers.

The paper builds a data center information systems classification framework to examine the role, portfolio, managerial function, and utilization of data center information systems. Such a classification would provide a foundation for further investigating the adoption of various information systems in data centers towards the continuous pursuit of sustainability development from different perspectives.

The paper provides data center managers with recent trends and issues regarding the adoption of information systems in data centers to manage their operations. It offers data center management a valuable means for exploring innovative ways of effectively adopting various technologies to improve their performance.

Given that there is limited research on what and how information systems are used in data centers, the paper can be viewed as one of the few data center information systems investigations that provide a good comprehension of what information systems are used and what the value drivers are with respect to the use of information systems in data centers.

Managing supply‐chain operations is critical to any company’s ability to compete effectively. Success in today’s markets depends on the ability to balance a stream of products and processes to stay competitive. Companies are constantly evaluating every area of operations to ensure that productivity and cost objectives are realistic and attainable. Research has been carried out to investigate the measurement systems used in today’s distribution centers. Five distribution centers in the Pacific Northwest were selected for this study. The characteristics of these five distribution centers and their measurement systems are discussed in this paper. A cross‐case analysis is provided, which gives a view of a typical measurement system used in today’s distribution centers.

Although the supply chain (SC) competition concept has emerged during the past decade as the way firms will compete in future, there is scant academic research on actual mechanisms through which such competition can occur. The purpose of this paper is to proposes interaction as the means by which competition between supply chains may be undertaken.

The paper investigates a Swedish logistics center via case study methodology to develop the idea of interaction for SC vs SC competition.

Results suggest that interaction points along organizations ' supply chains may present enough breadth to assume a role in determining how SC vs SC competition may be played out in reality.

Interaction, as proposed here, implies an emphasis on all points at which supply chains meet to request goods and services, including various points where such supply chains converge, e.g. service providers, original equipment manufacturers, etc.

Most studies dealing with competition between supply chains fall short of exploring the link between theory and corresponding practice of this evolving competition mode. Such a link is provided with the use of logistics centers.

The purpose of this paper is to assist the United Nations Regional Centres of Expertise (RCEs) in continuing their fundamental work within the region and to address some of the prominent challenges within the RCE community. Specific RCE case studies from the global network were employed, emphasizing experiences in collaboration with multiple stakeholders including higher education institutions.

Conducting a literature review and employing a qualitative research methodology with the use of a guided questionnaire, the paper aims to gain a deeper understanding of the operations of RCEs in general and more specifically the case studies.

The paper shows some of the strategies implemented by the cohort of case studies to overcome their common challenges. Key recommendations based on the findings are made in its quest for continual development and final conclusions assessing the contentious challenges are drawn.

This paper focuses on RCEs within Europe, with cases from the USA and Canada for comparison. Although the paper highlights common themes and challenges, it is highly probable that RCEs outside of the studied regions may contend with similar challenges; further research would have to be conducted to assess the wider scope of the situation.

The paper gives an external perspective of the challenges faced and identifies some areas in which improvements could be made. It is also generated from information gathered from multi-case study RCEs.

Call centres often experience large fluctuations in demand over relatively short periods of time. However, most centres also need to maintain short response times to the demand. This places great emphasis upon capacity management practices within call centre operations. A total of 12 UK‐based call centres from one retail bank were studied to investigate how they managed forecasting, capacity management and scheduling tasks. Provides evidence of the difficulties associated with capacity management in call centres. Regression modelling is used to link forecasting and capacity planning practices to performance. Shows that random variation is a very important factor when assessing call centre performance. The results suggest that call centre managers can have only a small influence upon short‐term performance. Existing mathematical models, such as the Erlang queuing system methodologies, have only limited value as the assumptions concerning demand patterns made in their derivation contradict observations made within the 12 sites. Spiked demand patterns present special capacity management problems, including a direct trade‐off between high service levels and operator boredom. Conventional methods of flexing capacity cannot respond sufficiently well to some of the short‐term fluctuations in demand.

The purpose of this paper is to investigate the prevalence and types of business school centers/institutes – their role in business school development, ability to overcome disciplinary and organizational boundaries, and encourage innovation in programs and curricula.

The primary methodology is literature review and empirical survey using web data. The approach is exploratory, and summary case studies are presented to illustrate center/institute roles.

Business school centers/institutes are widespread and diverse in mission and activity. There is little previous research in the field. A model for forces driving center formation is also presented.

Centers/institutes represent structural forms that can help implement strategies for change and innovation. This means administrators of business schools should consider centers/institutes as tools to strengthen strategic planning. The paper presents directions for further research.

The paper focuses on strategic planning by business school administrators, and reform and change in programs and curricula.

The paper takes a holistic view of the literature, provides a comprehensive survey of multiple types of center/institute, and links the roles of centers/institutes to strategic and structural change. It presents differences between US and international schools.