Thesis (Ph.D.)--Boston University / The Boston Manufacturing Company was established on the Charles River in Waltham, Massachusetts, in 1813. It was America's first modern factory not because it first put the processes of carding, spinning and weaving under one roof, as has often been stated, but because it first put all these processes to work by power. The company had t1velve original proprietors; the three most important were Francis Cabot Lowell, Nathan Appleton, and Patrick Tracy Jackson, all Boston merchants who had made fortunes in commerce and who sought new fields for investment when the War of 1812 made shipping unprofitable. Lowell was especially influential, for in 1811 he visited English factories and memorized plans for a power loom--export of textile machinery and emigration of mechanics was strictly prohibited by British law. To superintend its machine shop, the new company fortunately found Paul Moody. His mechanical genius gave the industry many improvements and several inventions. His shop became a "school for mechanics" and, although the company tried to prevent it, many of the workers stayed only long enough to learn, before answering the huge demand for Waltham-trained men in other factories. [TRUNCATED]

Manufacturers are transforming their business model from being a product dominant to a customer centric organization, in order to maintain competitive advantage, as well as deliver customer satisfaction thereby to build a long-term relationship with them. The management of complaint handling is regarded as a crucial contributor to its business performance. To identify key factors that influence the efficiency of complaint handling in manufacturing industry, it is important to start with an investigation of a company's internal complaint handling management. A multiple case study has been carried out in the form of semi-structured, face-to-face interviews with managers from six different manufacturing companies. The studyreveals that four factors in complaint handling are to be paid attention to, which include complaint handling process, qualified complaint handler, complaint handling system and complaint handling policy. By comparing the companies' viewpoints as well as theoretical perspective on these factors, some differences and similarities are revealed. Finally, the study found that the complaint handler who possesses the adequate technical knowledge of the product and interpersonal skills is the most essential factor that affects complaint-handling efficiency. In the meanwhile, complaint-handling system is increasingly important in assisting companies with customer complaints.

This study has quantitatively explored the relationships between investment, the use oftechnology and manufacturing perfonnance in UK manufacturing industry from 1979 to 1995. The exploration ofthe relationships is based on the review and the meta-analysis ofmanufacturing practice and performance relationships in the past along with the related theories and economic factors. The review of the operational management theory and the economic factors, which may influence manufacturing performance and practice relationship, helps to establish the wide context for this research and also contributes to the identified gaps. The meta-analysis ofthe relationships between practice and performance in the published studies has also contributed to the identified gaps in this research area. After the consideration ofthe discovered gaps and the availability of the database, the relationship between investment, the use oftechnology and manufacturing performance has been explored in this research. In order to quantitatively evaluate the relationships between investment, the use of technology, their interaction and manufacturing perfonnance, econometric modelling techniques have been used as methodological approaches. Two types ofmethods have been developed based on the review ofthe econometric techniques used in the past and the exploration of relevant econometric literature. The first method uses multiplicative interaction regression models combined with the centralisation method and ordinary least square estimation technique to investigate the relationship between investment, technology usage and their interaction and one dimensional perfonnance. The second method employs multiple-output models using the maximum correlation estimation technique to investigate the relationships between investment, technology usage and their interaction and two dimensional performance measures. A UK manufacturing database including two time periods, the 1980s and the early 1990s, covering seventeen years has been used to test the hypothesised relationships between investment in several forms, technology usage, their interaction and financial performance. The research discovers that it was difficult for investment to bring benefits for performance improvement at the year ofinvestment. The results support the hypotheses that a long-term planned investment brought benefits for manufacturing companies in the 1980s, however was not the case in the early 1990s. Technology usage was very important for performance improvement in the 1980s but the benefits brought by technology were diminishing as the mature stage ofsome key technologies was reached in the early 1990s. The analysis of the data suggests that the economic recession in the early 1990s was an important factor in explaining the phenomena and other economic factors might playa role as well. Investment and technology did interact with each other to contribute to performance improvement but it was not always the case. The results of the multiple-outputs model support the hypothesis that profitability and growth were two joint products of investment, the use oftechnology and their interaction in the immediate year or two after investment. This research also demonstrates the values of mUltiplicative interaction regression modelling and multiple-outputs modelling for manufacturing relationship studies.

The current system of credit ratings is full of conceptual and administrative flaws with highly rated companies defaulting in the short term. This has led regulators, investors, companies and researchers aiming to improve the system. This thesis details the study of this aim to improve the existing credit ratings system through a conceptual perspective, as well as developing it into a more comprehensive and overarching new corporate ratings methodology. In doing so, organisational performance appeared to be an apparent solution, to be considered as the main basis on which to derive new ratings for a company. However organisational performance has its own conceptual disagreements between managers and researchers concerning the dimensions to be measured for overall organisational performance. Therefore, this study attempted two tasks: to establish a link between ratings and organisational performance, and to identify what should be measured for overall organisational performance. This resulted in the development of new corporate ratings methodology based upon the overall organisational performance measurement in case of publicly traded companies. A mixed methods research strategy combined with a qualitative analyses of 10 selected company cases and 24 interviews; and quantitative analyses of the performance of 128 publicly traded companies from the UK, the USA and the India stock exchanges in 4 manufacturing and 3 service industries was adopted in the development, testing and application of ‘new company ratings’ and ‘overall organisational performance measurement’ propositions. Secondary data was obtained from companies’ annual reports, sustainability reports, social responsibility reports, performance reports available from companies’ official websites; and company profiles generated by trade analyst companies such as Bloomberg and Morningstar. Primary data was collected from company managers, industry experts, trade analysts and investors through telephonic or face-to-face semi-structured interviews. Company reports and interview transcripts were analysed using qualitative content analysis. A metaphor was applied to understand and to derive the concept of overall organisational performance measurement in terms of stability, resilience and sustainability. A secondary data survey of 128 companies was conducted to test three hypotheses of organisational performance (OP) based ratings, stability – resilience – sustainability as main dimensions of OP, and the application of an overall OP score to derive new corporate ratings. Performance data for 54 dimensions for 128 companies was collected and analysed, applying reliability analysis, principal components analysis, multiple discriminant analysis and non-parametric independent sample tests of Mann-Whitney U and Kruksal-Wallis. All hypotheses were accepted proving the concept and model based on statistical and subjective significance. Findings suggest there is a strong link between corporate ratings and organisational performance (OP), and OP measurement could be utilised to provide improved and overarching new corporate ratings as compared to existing credit ratings. A significant difference was found to exist between new corporate ratings and existing credit ratings, with new corporate ratings having a better predictive accuracy of company performance over a three years duration. Sustainability was found to contribute more towards measurement of organisational performance as compared to the traditional dimension of stability, comprising financial and operational performance. Very high reliability and principal component scores for sustainability proved that organisational effectiveness can be measured as one of the contributing dimensions to overall organisational performance. Other findings suggest that there is a clear divide between researchers studying OP as a variable and developing a framework in which to measure it. Overall OP can be measured by applying the conceptual lenses of stability, sustainability and resilience, comprising various sub-dimensions. Major and novel contributions of this research are: a new approach in providing corporate ratings based upon overall organisational performance, and a new concept of measuring overall organisational performance in terms of stability, resilience and sustainability.

This thesis addresses the development of industries manufacturing in the renewable energy sector. As the most mature of the renewable energy technologies, it specifically assesses the development of the wind turbine manufacturing industry up to the present in order to address what lessons may be learned for the future development of the industry and for other renewable energy industries. Data is presented in the form of a number of case studies which detail the comparative successes of Denmark, Germany, Spain and the UK in encouraging the growth of wind turbine industries. Three areas of study are identified, and the data collected in the case studies applied to each. Firstly, the question of whether it is still possible for countries to stimulate national industries to successfully gain entry to the wind turbine manufacturing industry. Applying the historical data in the context of a typological theory on entrepreneurial success with regard to industrial phase, it is argued that such entry is still possible. The remaining two areas of study are linked in that they both address what lessons might be learned from the international development of the wind turbine manufacturing industry in order for the UK to replicate the success of other nations. The first of these areas specifically addresses how lessons from elsewhere might enable UK access to the wind turbine manufacturing industry. The second area addresses the extent to which experiences in the wind turbine industry might provide lessons for entrants to the industries of newer, less mature renewable energy technologies.

In pursuing sustainable competetive advantage, firms undertake a range of strategic initiatives such as innovation, customer relationship management, entering new markets overseas, and competetive actions within current marketplaces. Studies that examine these initiatives generally investigate the firm's strategy by either: (i) focussing on one strategy only, and examining its impact on firm performance and the role of employees in the implementation of this strategy; or (ii) studying the interaction of two or more strategies. This study explores the interaction between two strategies, innovation and market orientation, and identifies key components of the market orientation construct that interact with the innovation process. This study utilised both quantitative and qualitative techniques. The quantitative data collection used scales which had been previously developed that show high reliability and have gained a level of acceptance in the literature. A survey was sent to companies that matched the target population characteristics. The survey measured five things : (a) the market orientation of the firm, (b) the innovativeness of the firm, (c) the firm performance, (d)aspects of the firm's competetive environment, and (e) changes in the firm's competetive environment. The data analysed was gathered using appropriate statistical techniques. The qualitative research comprised a sermi-structured interview with key informants from a sample of the organisations who participated in the participated in the quantitative data. This study crossed two distict general disciplines, that of marketing and management, and presents four key findings (a) that firm innovation and firm market orientation are strategic reactions to changes in the market environment, (b)that market orientation is a part of the firm's innovation process, (c) information about customers and competitors is used in the innovation process when assessing the need to innovate, and (d) the employee is the link between market orientation and the firm's innovation process. / Doctor of Philosophy (PhD)

<p>Internet of Things (IOT) has become the key theme of the world since 2009 and been considered as the third wave in the information industry after the waves of Computer, Internet and Mobile Radio Communication. It is expected to have a strong influence on small and medium companies (SMEs). However, little research on what and how the influence of IOT on the SME’s development can be found in the literature. The purpose of the thesis is to examine how IOT influences the organizational changes in SMEs. Finally, suggestions for strategy developments will be proposed to assist the SMEs in making their organization changes successfully. Two main models are applied for this part: change model (OD model) and business model. Moreover, the SWOT theory is adopted to identify the SMEs position in IOT era. We collect the primary data through launching the survey on internet. After data documentation, we apply “Approximation of the Probability Hypothesis Testing” Method to conduct data analysis. After researching, we found out the IOT brings “revolution” change to the Logistics of SMEs while only “adapting” change for Manufactures’ business development. Compare to logistic industry, the manufacturing SMEs seldom adopts IT technologies for their selling channel because they are lacking of resources and knowledge for the new technologies. We suggest the logistic SMEs should establish logistic network between the logistic companies to enhance information and resource integration. For the manufacturing SMEs should apply knowledge management and change the companies into learning organizations. In future, IOT will bring radical changes for manufacturers, which are the biggest area with application of IOT technology. Nevertheless, the logistics industry might go out of fashion. In other words, logistics industry may die out or change to other functions.</p>

Internet of Things (IOT) has become the key theme of the world since 2009 and been considered as the third wave in the information industry after the waves of Computer, Internet and Mobile Radio Communication. It is expected to have a strong influence on small and medium companies (SMEs). However, little research on what and how the influence of IOT on the SME’s development can be found in the literature. The purpose of the thesis is to examine how IOT influences the organizational changes in SMEs. Finally, suggestions for strategy developments will be proposed to assist the SMEs in making their organization changes successfully. Two main models are applied for this part: change model (OD model) and business model. Moreover, the SWOT theory is adopted to identify the SMEs position in IOT era. We collect the primary data through launching the survey on internet. After data documentation, we apply “Approximation of the Probability Hypothesis Testing” Method to conduct data analysis. After researching, we found out the IOT brings “revolution” change to the Logistics of SMEs while only “adapting” change for Manufactures’ business development. Compare to logistic industry, the manufacturing SMEs seldom adopts IT technologies for their selling channel because they are lacking of resources and knowledge for the new technologies. We suggest the logistic SMEs should establish logistic network between the logistic companies to enhance information and resource integration. For the manufacturing SMEs should apply knowledge management and change the companies into learning organizations. In future, IOT will bring radical changes for manufacturers, which are the biggest area with application of IOT technology. Nevertheless, the logistics industry might go out of fashion. In other words, logistics industry may die out or change to other functions.

¡@¡@Because of recession of investment environment and deregulation of Mainland policies in Taiwan since the early 1990s, Taiwanese manufacturing industries were attracted with cheap production costs and regional development policies in Mainland China, led investment of Taiwanese manufacturing industries and export of Taiwan to Mainland China rose quickly. Since foreign investment policies had been changed, problems of labor shortages and rising wages got worse in Mainland China in recent years, led production advantages of Taiwanese manufacturing industries lost gradually. In order to look for supply chain process cheaply and effectively, Taiwanese manufacturing industries were developing toward localization and domestic market in Mainland China, led its¡¦ demands of Taiwanese supply chain reduced gradually. In order to increase importance of Taiwanese supply chain, Taiwan government should promote industrial restructuring and upgrading, and attract Taiwanese manufacturing industries establish R & D sectors about technology-intensive and knowledge-intensive in Taiwan. We can use advantages of logistics and channels about Taiwanese service industries, it will maintain and raise importance of Taiwanese supply chain by the high quality and high value-added part.

The traditional manufacturing industry in Taiwan in these few years have been severely challenged by the changing business environment. Under the public opinions that how the traditional industry gets rid of the fate of becoming the declining industry, there are still some companies achieving their success implicitly. To accompany with human resource practices, they create unique competitive advantages and values to overcome the threat by the economic depression and globalization competitiveness. A case study method is used in this thesis. Ten companies in traditional manufacturing industry with superior organizational performance and histories of transformation or related actions for business growth are targeted to explore how the traditional manufacturing industry strengthens or develops different human resource abilities according to different transformation strategies while facing different evolutional opportunities. In this thesis, internal fit of universalistic perspective and external fit of contingent perspective are used to investigate the internal mutual fitness among the human resource practices within the organization respectively. A set of core human resource practices which fit the characteristics of traditional manufacturing industry in Taiwan will be proposed as the core of integrated human resource practices. In addition, from the point of external fit, this thesis also explores the fitness of human resource practices and organizational strategies. To the companies with different transformation strategies, including changing strategic frame, investing resources, changing processes, and solidifying relationships, appropriate human resource practices should also be addressed to strengthen and develop the correspondent dynamic human resource abilities as needed. Therefore, the following propositions are proposed in terms of the inductive inference of interviewing with the ten cases and reviewing the related literature extensively. Propositions 1: The core human resource practices for traditional manufacturing industry in Taiwan are: Focus on employees¡¦ steadiness, hard-working spirits, and employee disciplines while recruiting, high wages, extensive benefits, incentives with cash payment, behavior-oriented and results-oriented performance appraisal, on-the-job training and skill development, promotion from within, harmonious employer-employee relationship, and long-term job security. The more the organization implements those practices, the more the organization could attain competitive advantages and receive superior organizational performance. Propositions 2: In accordance with different transformation and growth anchors, the human resource practices are also different. There are four anchors of transformation strategies including strategic frames, resources, processes, and relationships. Proposition 3: In terms of reengineering strategic frames as the transformation strategy, the organization should emphasize innovative ability while implementing human resource practices. To reverse employees¡¦ value by hard-culture reengineering, the organization could receive knowledge and ability which is different from the one supporting the old strategic frames. Proposition 4: In terms of investing resources as the transformation strategy, the organization should emphasize intensive ability while implementing human resource practices. To intensify and retain the original core techniques, the organization could upgrade the core techniques to the advanced level in order to expand the potential markets. Proposition 5: In terms of changing processes as the transformation strategy, the organization should emphasize participative ability while implementing human resource practices. The organization could accentuate operation efficiency in order to attain the main purposes of reducing cost and improve quality. Proposition 6: In terms of solidifying relationships as the transformation strategy, the organization should emphasize service ability while implementing human resource practices. The organization could draw on the strength of each to offset the weakness of the other among the stakeholders in order to develop competitive advantages.