Operations Management: A Strategic Approach Book

	Introduction	1
Theme 1	Operations as strategy	5
1	Introduction to theme 1 : operations as strategy	7
2	Operations-based strategy	10
3	Resource-based competition and the new operations strategy	24
4	Stakeholder capitalism and the value chain	35
5	Managing the transition from products to services	48
6	In defense of strategy as design	58
Theme 2	Approaches and techniques	77
7	Introduction to theme 2 : approaches and techniques	79
8	Leveraging management improvement techniques	82
9	A critical examination of the business process reengineering phenomenon	94
10	Best practice in business excellence	107
11	The fallacy of universal best practices	123
Theme 3	The role of technology	131
12	Introduction to theme 3 : the role of technology	133
13	Technology, the technology complex and the paradox of technological determinism	136
14	IT-enabled business transformation : from automation to business scope redefinition	145
15	Technology and strategic advantage	164
16	Technology infusion in service encounters	178
17	Integrating environmental issues into the mainstream : an agenda for research in operations management	193
Theme 4	Human issues	219
18	Introduction to theme 4 : human issues	221
19	Seven practices of successful organizations	224
20	A framework for linking culture and improvement initiatives in organizations	244
21	Empowering service employees	259
22	Client co-production in knowledge-intensive business services	273
	Reflections, implications and propositions	297