Buying business services:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Chichester [u.a.]
Wiley
2002
|
| Schlagworte: | |
| Online-Zugang: | Contributor biographical information Publisher description Table of contents Inhaltsverzeichnis |
| Beschreibung: | XIV, 282 S. Ill., graph. Darst. |
| ISBN: | 0470843020 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | Brief Contents
Foreword xv
Acknowledgements xvii
About the Authors xix
Part I
Introduction 1
1 The Increased Importance of Buying Services 3
2 Business Services, their Providers and Customers 29
Part II
Analysis: Business Services as Functions and Activities 43
3 Business Services in Terms of Activities, Resources and Actors 45
4 Outsourcing and Insourcing of Functions and Activities 67
5 Buyer-Supplier Interaction in Business Services Exchange Processes ... 91
6 The Impact of E-commerce 113
Part III
Application: The Process of Buying Business Services 137
7 Specifying Business Services 139
8 Selecting and Evaluating Business Service Providers 165
9 Contracting Business Service Providers: Pricing, Negotiations and
Payment 183
PART IV
Reflection 211
10 Transaction-oriented and Relation-oriented Purchasing 213
11 Buying Business Services: the Market Perspective versus the Network
Perspective 237
12 Summary 263
References 267
Index 275
Contents
Foreword xv
Acknowledgements xvii
About the Authors xix
Part I
Introduction 1
1 The Increased Importance of Buying Services 3
The service society 3
The service society: facts and figures 5
Increasing specialization 8
Services defined 9
Definitions of services 9
Similarities between goods and services 11
Development of the purchasing function 15
Purchasing has become supply management 15
Defining purchasing 17
Purchasing function versus purchasing department 18
Buying business services 19
Reasons for buying business services 20
The importance of buying business services 21
People involved in buying business services 22
Specific issues in buying business services 24
Summary and book overview 26
2 Business Services, their Providers and Customers 29
Types of business services 29
Types of business service providers 31
Routine service providers 31
Professional service providers 32
Types of business service customers 33
Different forms of business services 35
Long-term versus short-term business services 36
Standardized versus non-standardized business services 38
Simple versus complex business services 39
Fluctuating versus non-fluctuating business services 40
Business services targeted at individuals versus business services
targeted at organizations 40
Conclusions 42
Part II
Analysis: Business Services as Functions and Activities 43
3 Business Services in Terms of Activities, Resources and Actors 45
Services described as activities and functions 45
The A-R-A model 48
Allocation of activities between actors 50
Vertical allocation of activities 50
Horizontal allocation of activities 53
Allocation of activities: horizontally and vertically at the same time . . 56
Conditions for allocation of activities: production technology 58
Analysing and changing activity structures 59
Activity analysis 59
Resource analysis 60
Actor analysis 60
Buying business services as resourcing 60
Activities, resources, actors and the concept of supply chain
management 62
Conclusions 66
4 Outsourcing and Insourcing of Functions and Activities 67
Some illustrations of outsourcing and arguments for and against 68
Strategic aspects 71
Definitions of core competence 72
Core and peripheral competencies in the company 72
What kind of resources and capabilities create core competence? .... 74
The system character of organizational competence 75
Core competence varies between companies and over time 76
Performance aspects 78
Production and factor costs 79
Costs of contracts and transactions 82
Transaction values 83
Organizational aspects 84
Deliberate versus emergent outsourcing 86
Summary checklist 88
Conclusions 90
5 Buyer-Supplier Interaction in Business Services Exchange Processes . 91
Exchange processes between buyer and seller 92
Describing and understanding business interactions 95
Interaction processes and relationships in the short and long run ... 96
The customer s purchasing strategy, production technology and
purchasing organization 97
The influence of atmosphere 98
Environment 99
Individuals 99
The nature of exchange processes in relation to the type of business
service 99
The complexity of the service and the type of problem solution 101
The type of service application 102
Consumption services 104
Component services 105
Transformation services 105
Working method services 106
Basic services versus problem-solving services - a comment 108
Conclusions Ill
6 The Impact of E-commerce 113
E-commerce: a definition 114
Some key benefits of ICT 114
Enabling techniques 116
The potential of e-commerce 117
General approaches to e-commerce and e-business 118
The potential of different techniques and practices 120
Basic forms of e-procurement 124
E-commerce and the interaction patterns between actors 126
E-commerce and the impact of patterns of division of labour along
supply chains 127
E-commerce and its likely impact on different kinds of services 130
Digital vs non-digital services 131
Other classifications: short-term vs long-term and simple vs complex 132
Further classifications and the likely impact of ICT 132
Barriers to exploiting e-technology 134
Barriers in general 134
Trust as a barrier or enabler 134
Conclusion 136
Part III
Application: The Process of Buying Business Services 137
7 Specifying Business Services 139
Purchasing as a rational decision process 139
Service level agreements: a way of specifying business services 142
Methods for specifying business services 143
Process-oriented or throughput-prescriptive service specifications. . . 144
Output-oriented service specifications 145
Outcome-oriented or result-prescriptive service specifications 146
Input-oriented or resource-prescriptive service specifications 148
Different ways of specifying services put different demands on the
buying company s purchasing competence 150
Different ways of defining services lead to different responsibilities
for buyers and sellers 151
Business service quality 151
Customer satisfaction 152
Business service quality: the what and the how 155
Quality deviations: when routines no longer work 156
Service level agreements dealing with deviations 159
Service quality assurance 160
Service quality assurance: analysis of critical components 161
Service quality assurance: more than specification setting 162
Conclusions 163
8 Selecting and Evaluating Business Service Providers 165
The importance of supplier selection and evaluation 165
A model for data capture 166
Business system: the first step 167
Processes: the second step 168
Resources: the third step 171
Supplier position: the fourth step 172
Evaluation models 173
Elements in evaluation models 173
Types of evaluation models 174
Not just a technique but an organized procedure 176
Evaluating an established supplier relationship 177
Tracking models for continuous follow-up 179
Prerequisites for a relationship: a matter of fit 180
Specific aspects to consider when the supplier is a service provider . . . 181
Conclusions 182
9 Contracting Business Service Providers: Pricing, Negotiations and
Payment 183
Pricing principles 183
Cost-based pricing 185
Full costs 185
Calculation principles for the full costs of services: traditional
allocation methods or activity-based costing (ABC) 186
Full costs vs marginal costs as the starting point for cost-based
pricing 187
Market-based pricing 187
Value-based pricing 192
Evaluating a service: a method of value analysis 194
Interrelations between the three price elements 196
What is objectively the right price? 196
The impact of negotiation strategies 199
Negotiation defined 199
Negotiation as a zero-sum game or a win-win situation 200
The process of negotiation 202
The result of the negotiation 202
Analysing the room for price negotiations in a customer-supplier
relationship 205
Payment principles 206
Conclusions 209
Part IV
Reflection 211
10 Transaction-oriented and Relation-oriented Purchasing 213
Transaction-oriented purchasing philosophy 213
Relation-oriented purchasing philosophy 216
Efficiency in supplier relationships 220
The efficiency of the relation-oriented view of purchasing: an
additional comment 223
Purchasing philosophy and buying business services 225
Purchasing philosophy and the use of ICT 226
Variations on the theme of transaction- vs relation-oriented purchasing
strategy 227
The Lopez method: a mixture of cooperation and competition 227
Variations on the theme of number of suppliers 229
Combining different approaches 232
Conclusions 235
11 Buying Business Services: the Market Perspective versus the Network
Perspective 237
Outer context: markets vs networks 238
Purchasing in a market environment 239
Purchasing in a network environment 242
Two main categories of networks 244
Characterizing network structures 246
Networks of activities, actors and resources 247
The fundamentals of network structures 249
Networks as force fields 250
Networking to influence network structures and processes 253
Creating and designing supply structures 256
|
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| discipline | Wirtschaftswissenschaften |
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| spellingShingle | Axelsson, Björn Wynstra, Finn Buying business services Purchasing Beschaffungspolitik (DE-588)4431198-9 gnd Unternehmensbezogene Dienstleistung (DE-588)4418986-2 gnd |
| subject_GND | (DE-588)4431198-9 (DE-588)4418986-2 |
| title | Buying business services |
| title_auth | Buying business services |
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| title_full | Buying business services Björn Axelsson and Finn Wynstra |
| title_fullStr | Buying business services Björn Axelsson and Finn Wynstra |
| title_full_unstemmed | Buying business services Björn Axelsson and Finn Wynstra |
| title_short | Buying business services |
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| topic_facet | Purchasing Beschaffungspolitik Unternehmensbezogene Dienstleistung |
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