Table Of Content

Table of Contents TRACK A: LEADING THE DYNAMICS OF MANUFACTURING Strategic Management of Technology for the Manufacturing Enterprise Richard L. Smith and Philip M. Wolfe A Systematic Procedure for Assigning Functions to Humans and Machines in a Manufacturing Environment Anil Mital Manufacturing Leadership James A. Tompkins TRACK B: TOTAL CUSTOMER SATISFACTION Achieving Customer Satisfaction by Integrating Quality into Day-to-Day Work Lori L. Silverman and Steven N. Silverman Competitive Vitality: The Next Stage Ed Heard By What Method?: A Case Study Update on the Application of the Grand Strategy Systems Approach to Total Performance Improvement D. Scott Sink and David F. Pojrier Overcoming Quality Excesses, Abuses, and Misconceptions James R. Ross Customer Needs Questionnaire K. Wayne Shirley and Alan C. Spencer Quality and Innovation at 3M: A Strategy for Customer Satisfaction E. L. Snyder Hocus Pocus — Customer Focus Carol Sue Ray TQM, Technology, and Process Improvement Increase Customer Satisfaction at American President Companies Greg Blair and Dave Owen Is the Patient Really My Customer? TTLeT a 97 TRACK C: INCREASING COMPETITIVENESS The Industrial and Systems Engineer: Role in Business Process Re-Engineering and TQM in General AFTER ees ene) ee NE se a ee 106 Integrate Performance Measures to Focus Every Employee on “What Matters” EIT ses cisae cnontpreiithcealeiehichinietaneinehiniahinnpiniictaiehesibientereunetnpeimudeinnintiuiannaenees 116 A Time-Based Assessment Model for Small-to-Medium Lower Tier Manufactures 8 RRee ee aan 124 Reward - Results Linkages eT ee a 132 Customer Service: The Foundation of Competitiveness TTT TITTTcccecetnpedibennceeipaeglimniasatiniaahienn dochiaealnleignlibpulmeiiniaimtneasbsin k 141 TRACK D: LOGISTICS, TRANSPORTATION, & DISTRIBUTION LE. Opportunities TIL ee Ne a ee eS NENT ee EEE 146 Industrial Engineers and Logistics, Transportation, and Distribution REESE TE EEE SE Se eT Se eee ee 170 Future Logistics Directions a eriesncnstsenitiniecncsiincetieetiiiainiieeieaesisetminnstnneaiianmnaanintiitaienininit 175 Reengineering Manufacturing Operations RR a OE Re 177 Total Track™ The UPS Package Tracking System aa 185 A Life-Cycle Approach to System Development, Operation, and Support I i a a 189 CALS for the Commercial Sector: Increased Competitiveness Using an Electronic Commerce Solution EE a Te NT eee en ee 198 TRACK E: MANAGEMENT Computer Process Analysis with Employee Teams RETR RE SEH IRIE ee a ee a Re 207 Stress: The Phantom Phactor in the Excellence Equation RB aE EI Mea ee Ai Ce eS ees EP Te 214 Saving Money While Aggressively Addressing Environmental Issues: The Duriron Case Study Stephen C. Wilson and William E. Hammer, dr. .................cccccccccsesesscsceeeeesseeeeeees 222 Using Competitive Benchmarking in Service Industries J. M. Trimm and Eleanor Anderson-Miles ..................:ccccsessssseesecsceeseceeeesseceeseseees 227 Measuring Up to an Improvement Strategy ERATE SORE ETA CSS a eee NT ee 237 TRACK F: INFORMATION TECHNOLOGY Pen-Based Computing and Personal Digital Assistants RRR LE ec NS OR CC 249 Bridging the Technology Gap A ne ee Tm 260 Improving Manufacturing Operations through Computer Simulation: A Down-to- Earth Approach EE a nae ee ee ae EEN OE ee TT 270 Information Technology Needs in Process Industries REAR SER or ee a EES, Sr Ei: FR ve TORN ee NT 280 A Risk Reduction Strategy for Information Technology Projects Colin O. Benjamin and Manoon Sivapiromrat ...................c:ccccsesseeesercceeesecceeeeeees 288 System for Intelligent Training and Tutoring (SITT): A Hypermedia Approach Mihir A. Parikh, Alok Srivastava, and Vijay Vaishnavi ...................:0cc0esecseeceeees 297 TRACK G: INNOVATIONS: CASE STUDIES IN REAL SUCCESS i Winning Manufacturing at UNIMAC: A Case Study SEE OES ES ER ee ee ee ae ee EEE 307 BellSouth’s Process Breakthrough Technique: A Roadmap to Managing and Improving Processes te en I i, Mais. CII is isncincninrviescasicnienveinniieinéinbniaianihhnnansanhinatebiabbanh 324 TRACK H: STUDENT ISSUES Using Your IE Skills in Non-Traditional Areas: Health Services NI ciisncstininnticisinisaiisaiaiteictsiealaidineglelbialanineigessibasallamaeadiniadninianniennsiativuidhienneiiiis 332 Vii TRACK I: APPLIED ERGONOMICS IN INDUSTRY AND BUSINESS An Automated Process for Computer Work Station Adjustment Charles D. Hochanade! Ergonomics: Plan the Work, Work the Plan — A Practical Approach to Ergonomic Problem Solving Malcolm D. Dimiceli TRACK J: MANAGEMENT OF TECHNOLOGY Transportation Technology and the Future Gary L. Brosch The Superconducting Super Collider — What Went Wrong? E. Payson Willard rr