Managing Knowledge-Work Support Functions

Davenport T.H. , Process Innovation: Re-engineering Work Through Information Technology, Harvard Business School Press, 1993; and Hammer, M. and Champy, J., Re-engineering The Corporation, Harper, 1993.

Harringan K.R. and Dalmia G. ‘Knowledge-workers: The Last Bastion of Competitive Advantage’, Planning Review, November-December 1991.

Quinn J.B. and Hilmer F.G. ‘Strategic Outsourcing’, Sloan Management Review, Summer 1994.

Davis T.R.V. , ‘Re-engineering in Action’, Planning Review, July-August 1993.

Parker G.M. , Cross-Functional Teams, Jossey-Bass, 1994.

Hauser J.R. , ‘How Puritan-Bennett Used the House of Quality’, Sloan Management Review, Spring 1993.

Davis T.R.V. , ‘Information Technology and White Collar Productivity’, Academy of Management Executive, 5(1), 1991.

Ames C.B. and Hlavacek J.D. ‘Vital Truths About Managing Costs’, Harvard Business Review, January-February 1990.

Davis T.R.V. , ‘Internal Service Operations: Strategies for Increasing their Effectiveness and Controlling their Cost’, Organizational Dynamics, Autumn 1991.

Walton R.E. Dutton J.M. and Cafferty T.P. ‘Organizational Context and Interdepartmental Conflict’, Administrative Science Quarterly, 14, 1969; Galbraith, J.R., ‘Interdepartmental Relations’. In Nystrom, P. and Starbuck, W.H. (Eds.), Handbook of Organizational Design Vol. 2, Oxford University Press, 1981; Cuming, P., Turf and Other Corporate Power Plays, Prentice-Hall, 1985; and Glen, P., It's Not May Department!, Morrow, 1990.

Dalton M. , Men Who Manage, Wiley, 1959.

Raia A.P. , Managing By Objectives, Scott Foresman, 1974.

Johnson H.T. , Relevance Regained: From Top-Down Control to Bottom-Up Empowerment, Free Press, 1992.

Davis T.R.V. , ‘Managing Internal Service Delivery in Organizations’. In Swartz, T.A. , Bowen, D.E. , and Brown, S.W. (Eds.), Advances in Service Marketing and Management, Vol. 2, Jai Press, 1993.

Vandermerwe S. and Gilbert D. ‘Making Internal Services Market Driven’, Business Horizons, November-December 1989.

Ibid.

French W. and Henning D. ‘The Authority-Influence Role of the Functional Specialist in Management’, Academy of Management Journal, 9, 1966.

Vandermerwe S. and Gilbert D. ‘Internal Services: Gaps in Needs/Performance and Prescriptions for Effectiveness’, International Journal of Service Industry Management, 2(1) 1991.

Weisman D.L. , ‘How Cost Allocation Systems Can Lead Managers Astray’, Journal of Cost Management, 5(1) 1991.

Hunter B. , ‘Cost Cutter or Company Cripplers’, Industry Week, November 15, 1982.

Yoffie D.B. , Strategic Management in Information Technology, Prentice-Hall, 1994; Butler, J.E., Ferris, G.R., and Napier, N.K., Strategy and Human Resource Management, Southwestern Publishing, 1991; Cravens, D.W., Strategic Marketing, 4th Ed., Irwin, 1994; and Shank, J.K. and Govindarajan, V., Strategic Cost Analysis: The Evolutions from Managerial to Strategic Accounting, Irwin, 1989.

Bell Atlantic and General Foods are among the companies that are using this approach. See Pare T.P. , ‘How To Cut the Cost of Headquarters’, Fortune, September 11, 1989.

Quinn J.B. , ‘Managing the Intelligent Enterprise: Knowledge & Service Based Strategies’, Planning Review, September-October 1993.

Brown D. , ‘Outsourcing: How Corporations Take their Business Elsewhere’, Management Review, February 1992.

Henke J.W. Krachenberg A.R. and Lyons T.F. ‘Competing Against In-House Suppliers’, Industrial Marketing Management, 18, 1989.

Goldhar J.D. and Jelinek M. ‘Plan for Economies of Scope’, Harvard Business Review, November-December 1983.

Gupta Y.P. and Raghunathan T.S. ‘Impact of Information Systems (IS) Steering Committees on IS Planning’, Decision Sciences, 20, 1989; and Doll, W. and Ahmed, M.V., ‘Tradeoffs in Selecting an Executive Steering Committee’, Journal of Systems Management, January 1984.

The practice of prioritizing services is being followed by Time, Inc. (the magazine publisher), see Davis T.R.V. , ‘Satisfying Internal Customers: The Link to External Customer Satisfaction’, Planning Review, January-February 1992.

Lee L. , ‘Rent-a-Techs: Hiring Outside Firms to Run Computers Isn't Always a Bargain’, Wall Street Journal, May 18, 1995; and Blaxhill, M.F. and Hout, T.M., ‘The Fallacy of the Overhead Quick Fix’, Harvard Business Review, July-August 1991.

D'Aveni R.A. and Ravenscraft D.J. ‘Economies of Integration Versus Bureaucracy Costs: Does Vertical Integration Improve Performance’, Academy of Management Journal, 37(5) 1994.

Hoshower L.B. and Crum R.P. ‘Controlling Service Center Costs’, Management Accounting, November 1987.

O'Guin M.C. , The Complete Guide to Activity Based Costing, Prentice-Hall, 1991.

Ibid.

Johnson H.T. and Loewe D.A. ‘How Weyerhaeuser Manages Corporate Overhead Costs’, Management Accounting, August 1987.

Varey R.J. ‘Internal Marketing: A Review and Interdisciplinary Research Challenges’, International Journal of Service Industry Management, 6 (1) 1995.

Gelb B.D. and Gelb G. ‘What Research Inside the Organization can Accomplish’, Marketing Research, 3(4) 1991.

Henrici S.B. , Corporate Reorganization for Performance and Profit Improvement, Quorum Books, 1986.

Pearson D.A. Seiler R.E. and Weiss I.R. ‘Why Do Management Accountants Feel Disliked?’, Management Accounting, March 1992; Boer, G.B., ‘Making Accounting a Value-Added Activity’, Management Accounting, August 1991.

Oulette L.P. , How To Market The IS Department Internally, AMACOM, 1992.

Trumbly J.E. and Arnold D.R. ‘Internal Marketing of the Management Information System’, Journal of Systems Management, June 1989.

For a description of the internal customer feedback and appraisal system used by First America Corporation, a $7 Billion bank holding company located in Nashville, see Hestand R. , ‘Measuring the Level of Service Quality’, Quality Progress, September 1991.

Davis T.R.V. , ‘Satisfying Internal Customers: The Link to External Customer Satisfaction’, Planning Review, January-February 1992.

Nelton S. , ‘A Flexible Style of Management’, Nation's Business, December 1993.

Fitz-enz J. , Benchmarking Staff Performance: How Staff Departments can Enhance their Value to Customers, Jossey-Bass 1993.