The convergence of factory and service operations in the 21st century: Directions for research and education

Joel Goldhar, Daniel Berg

Research output: Contribution to journalArticle

3 Scopus citations


There has been interest in the development of 'Services Sciences' as a unique subset of Operations and Technology Management leading to unnecessary complexity and contusion. Traditional 'factory' style operations have sought to eliminate inventory and to become more flexible. Services have sought to industrialise their operations to achieve economies of scale and predictability of traditional factory operations. This paper offers an Organisation Theory based-definition of 'services' vs. 'factory' operations and conceptual arguments for their convergence. This leads to a more unified model of Operations Management where the degree of service vs. product output is a key variable.

Original languageEnglish (US)
Pages (from-to)223-228
Number of pages6
JournalInternational Journal of Services, Technology and Management
Issue number3
StatePublished - Mar 1 2009
Externally publishedYes



  • Operations management
  • Operations strategy
  • Process design
  • Service operations

ASJC Scopus subject areas

  • Marketing
  • Strategy and Management
  • Computer Science Applications
  • Engineering(all)

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