Managing Innovation -- Copyright -- Preface -- Contents -- Managing Innovation in Services -- NEW PRODUCTS AND PROCESSES -- STRATEGY, STRUCTURE, AND TECHNOLOGY -- SUMMARY AND CONCLUSIONS -- Services Technology and Manufacturing: Cornerstones of the U.S. Economy -- MAJOR THREATS AND OPPORTUNITIES FOR THE 1990S -- NEW TERMS OF COMPETITION IN SERVICES -- Concentration and Diffusion -- Networks and Variety in Services -- International Implications -- Segmentation and Responsiveness -- THE MANUFACTURING-SERVICES INTERFACE -- Services Directly Substitute for Manufactures -- SERVICES GENERATE MANUFACTURING MARKETS -- Services Technologies Improve Market Responsiveness -- Manufacturers Become Services Producers -- Services Lower Costs and Increase Product Value -- Services Support International Manufacturing Operations -- Manufacturers Benefit from External Services Innovations -- MANUFACTURING'S CHANGING STRATEGIC ENVIRONMENT -- Exchange Rates Determine Manufacturing Costs -- New Power Relationships with Services Groups -- Disintermediation Builds New Industries -- CONCLUSIONS: SERVICES INNOVATION -- ACKNOWLEDGMENTS -- NOTES -- REFERENCES -- Pictures and Parts: Delivering an Automated Automotive Parts Catalog -- EARLY HISTORY -- Parts Catalogs and Service Manuals -- The Creation of Parts Catalogs -- Micropublishing Processing -- The 1632 Project-GM I -- Silver Crisis -- Search for High Tech -- A FRESH START -- Microfiche Catalog-GM II -- A Hybrid Solution Pursued-GM III -- The Electronic Parts Catalog (EPC) Concept-GM IV -- GM Dealer Business Environment -- The Challenge -- Sources of Information -- Organization Structure -- Gray Scale -- Prototype Development -- Field Tests -- Product Launch -- April to October 1987 -- CONCLUSIONS -- Custodial Package Tracking at Federal Express -- BACKGROUND -- COSMOS IIB -- 1974-1983 Summary -- Initial Financing.

Initial Hardware Development -- Initial Software Development -- Project Management -- Communications -- Testing -- Financial Environment -- Computing Environment -- Competitive Environment -- Implementation Financing -- Project Evolution -- A New Direction -- Problems and a Delay -- SuperTracker Implementation -- A Smart Base Breakthrough -- Future -- CONCLUSION -- ACKNOWLEDGEMENTS -- Electronic Automation at the New York Stock Exchange -- The Trading Process -- A Cooperative Activity -- The Marketplace -- The Valuation Process -- BRIEF HISTORY OF TRADING -- The Unitary Specialist Market -- Market Data Systems -- Order/Report Delivery -- Trade Support -- THE CAPACITY ISSUE -- Variability and Unpredictability -- Constant Upgrades in the System -- A Step-by-Step Process -- Electronic Books -- Competing Approaches -- CAPACITY PLANNING AND PROGRAM TRADING -- CONCLUSIONS -- ACKNOWLEDGEMENT -- Using Technology for Competitive Advantage: The ATM Experience at Citicorp -- Operations Research and the Services Industries -- OPERATIONS RESEARCH: BACKGROUND -- Decision-aiding Technology -- Brief History -- Prize-winning Works -- A Roadmap -- ILLUSTRATIVE CASES IN DISTRIBUTION AND LOGISTICS -- Tactical Planning -- Strategic Planning -- CASES IN PRODUCTION-RELATED SERVICES -- Production of Hydroelectric Power -- Production Scheduling -- Programming Sophisticated Machines -- ILLUSTRATIVE CASES IN WORK FORCE PLANNING -- Scheduling -- Spatial Deployment -- CONCLUSIONS -- VALUE ADDED FROM OPERATIONS RESEARCH -- ACKNOWLEDGMENTS -- APPENDIX -- REFERENCES AND BIBLIOGRAPHY -- Cellular Mobile Telephone Services -- BACKGROUND: CHRONOLOGY OF EVENTS TO 1968 -- THE REGULATORY ARENA: 1968-1982 -- System Trials and Adoption of Technical Standards -- Industry Evolution -- PRESENT STATUS -- Market Size -- The Cellular Manufacturing Industry -- FUTURE -- ACKNOWLEDGEMENT -- NOTES.

Bibliography -- Modern Bridge Construction and Engineering Services -- THE EUROPEAN EXPERIENCE -- THE U.S. EXPERIENCE -- CURRENT TRENDS AND BARRIERS -- POLICY LESSONS FOR THE UNITED STATES -- Professional Services Firms and Information Technology: Ongoing Search for Sustained Competitive Advantage -- PROFESSIONAL SERVICES-EXPANDING IMPORTANCE -- INDUSTRY STRUCTURE-ECONOMIES OF SCOPE -- INDUSTRY STRUCTURE-ECONOMIES OF SCALE? -- THE GROWTH-PROFITABILITY FUNDAMENTAL -- THE DIFFICULTY OF SUSTAINED GROWTH-THE "HOT-HAND" EFFECT -- THE INDUSTRY IN TRANSITION -- INFORMATION TECHNOLOGY -- THE NATURE OF INFORMATION IN A PSF -- PSFS AND TECHNOLOGY-THE DILEMMA -- PSFS AND TECHNOLOGY-THE PROMISE -- CONCLUDING NOTES -- References -- Advisory Committee on Technology in Services Industries -- Contributors -- Index.