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Article
A Pull System for Delegating Knowledge Work
WCOB Faculty Publications
  • Robert Marsh, Sacred Heart University
  • Maureen A. Conard, Sacred Heart University
Document Type
Article
Publication Date
9-1-2008
Abstract
A pull system using kanban is commonly used in manufacturing settings to efficiently control the flow of goods. Its success in service operations is limited to processes similar to production lines when the output is repetitive. This paper examined how well a pull system for delegating non-repetitive output performed in an experimental setting of knowledge work, similar to what is found in many services. Results indicated that performance, as measured by completion time for cognitive tasks, improved under a pull as opposed to a push system of delegation. The improvement occurred with no change in output quality, stress levels, or satisfaction.
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Published: Marsh, Robert F., Conard, Maureen A. "A Pull System for Delegating Knowledge Work." Operations Management Research 1.1 (2008): 61-68.

DOI
10.1007/s12063-008-0006-y
Citation Information
Marsh, Robert F., Conard, Maureen A. "A Pull System for Delegating Knowledge Work." Operations Management Research 1.1 (2008): 61-68.