Implementation of service systems on the shop-floor level in financial service companies. Empirical evidence from Australia and Germany
通过对澳大利亚和德国金融服务公司25位专家的访谈，研究了车间控制在服务系统中的实施现状，发现制造业方法应用有限，主要依赖快速反应而非预测，存在改进空间。
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.