What is it about?
This paper examines how a multimethodology was developed, and used successfully, in an engineering company to address customer complaints/concerns, both strategically and operationally.
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Why is it important?
Stakeholders within organisations can participate in the design of new systems and more rapidly adopt technology to address the operational problems of customer complaints in more systemic, innovative and informed ways.
Perspectives
Despite the many ‘hard’ and ‘soft’ OR problem structuring and management methods available, there are relatively few detailed empirical research studies of how they can be combined and conducted in practice.
Dr Adrian Small
Northumbria University
Read the Original
This page is a summary of: SSM and technology management: Developing multimethodology through practice, European Journal of Operational Research, March 2014, Elsevier,
DOI: 10.1016/j.ejor.2013.08.049.
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