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Effective service delivery requires a transition from high-volume, long-run operations to low-volume, short-run output. In conventional terms, inefficiency is inherent in such a shift. The Japanese experience suggests, however, that this convention is in error; success is available if we can only organize operations away from capital toward labor intensiveness with emphasis on multipurpose machinery and multiskilled workers as the foundation. Wholly new devices that accept the inevitability of bottlenecks and focus on managing them are required for managing work flow. A century of mass...

Mass production is on its way out, according to Glenn Bassett, and is being replaced by a project shop economy. In a visionary book that is both theoretical and practical Bassett examines the factors turning our economy back to the short-run production methods that prevailed until the Industrial Revolution, 150 years ago. This economic change can be disorienting to management and can produce wrenching changes on the shop floor. Using the models and methods of management science, the author shows how to make the transition easier. He offers fresh strategies for measuring business...