MIT LIBRARIES
.
,,„,,f>iJP'-
3 9080 02239 2390
BASEMENT
iii.> >,v4\,/
f:y-i
...
HD28
.M414
DEWEY
00
ALFRED
P.
WORKING PAPER
SLOAN SCHOOL OF MANAGEMENT
Hardware and Software Customer Satisfaction in Japan
A Comparison of U.S. and Japanese Vendors
by
Michael Cusumano
WP 2101-88
Dec,
MASSACHUSETTS
INSTITUTE OF TECHNOLOGY
50 MEMORIAL DRIVE
CAMBRIDGE, MASSACHUSETTS 02139
1988
:
Japan:
Ha rdware and Software Customer Satisfaction in
A Comparison of U.S. and Japanese Vendors
by
Michael Cusumano
WP 2101-88
Dec,
1988
MASf^'
•^'^ ""^flTUTE
NOV 2
1 2000
LIBRARIES
Michael A. Cusumano
M.I.T. Sloan School of Management
December
18,
1988
HARDWARE AND SOFTWARE CUSTOMER SATISFACTION IN JAPAN:
A COMPARISON OF U.S. AND JAPANESE VENDORS
Annual surveys
Nikkei Computer
,
of
Japanese computer users by the leading industry journal,
make
possible to determine approximate market shares of
it
the installed base of computers by placement value and number of units, as well
as to evaluate responses of
Japanese users
to
hardware, software, and system-
engineering (SE) services provided by both Japanese and U.S. -owned vendors.
The Japanese market continued
to
be dominated
by large computers,
smaller office computers accounting for approximately
23"o of installed
was highly competitive, with large computers alone divided among
numerous product
It
and
lines.
Fujitsu:
M
Japan IBM:
43XX, 308X, 3090
Hitachi:
M
NEC:
ACQS Series, SX Series
COSMO Series, EX Series
Mitsubishi:
with
units.
7 firms
'
Series,
Series,
VP
series
H-8600, H-6700, S-800
V-8400-8600, 1-9000, ITX/9000, NCR980n, NCRXL
Unisys
Univac/Sperry: 1100 Series, System 11, 2200 Series, 80 Series, 90 Series
Burroughs:
B1800-7800, B1900-7900, A Series, V Series
NCR:
There were
also several other
vendors of office computers and minicomputers,
such as Toshiba and Oki Electric, and U.S. firms such as Digital Equipment
Corporation, although they had small market shares.
By
far the major foreign-owned computer firm was Japan IBM, which held
approximately 21% of the 1988 installed base by value.
vendors
were
Burroughs),
Unisys,
with
and NCR,
with
about
10%
(split
The other major U.S.
between
Sperry-Univac and
about 2% of placements by value.
1
The foreign
computer vendors
designed
software
and
language,
Japan
in
U.S.,
the
in
mafketed hat
direct competition
in
dw-Ti »
systems
modified
system-engineering
provided
development services
primatily
development, the U.S. -owned firms generally followed
parents
for the
Japanese
thf»
cu-; tr.mi;'"'
with Japario«;<^
systems
Iia<;ic
haiKJIr
lo
and
aru!
applications
I
fiirii<^
cini'lnjinn';
In
software
set
by their
the U.S., where appropriate, such as for morlifyinr) opr int ing systems
in
They
Japanese market.
customers
in
also provided specialized
the information service, finance, and
di<;1 ril nil
system engineering and liardwair
as those requiring
'^nqineering for
<;y<;tPiTi
ion
as well
':'-f-lor-s,
offiro .mtriination
foi
and
computer-aided manufacturing and design.
Japan
IBM,
had
assembly,
a
which
history
aggressive
in
including
personal
a
in
dating
large
computer
back
to
computer tailored specifically
Japan Unisys included components
of the
former Nihon Llnivar,
former Japanese subsidiary of Burroughs International
Univac,
Oki
drives,
printers,
venture with
joint
a
software.
The
Electric
and terminals designed by Sperry,
product development center
last
Tokyo focused on
in
were strong
Unisys divisions
Oki
major U.S.
in
lai-ge
(POS),
host
for
venture
well
as
w^W
softw.-iio
the
worked closely
maintained
-t'
p.i
disk
.<
lucts
.
a
Both
machines and sporinlizr.l applications
player, Japan
computers
market.
ni.TiMif.-irtured
NCR,
foim<lr'l
wa<^
primarily sold automated teller machines (ATMs), cash Hi<=pon<;pi
registers
.t;
al<;i->
tli.il
a''.
computers,
joint
.t
Hiril,
It
<-
Jap.-inpse
tli^
in
especially
w.t<;
offir
nn'l
to
established between Sperry-Rand and Mitsui Trading
with
nnd
}9?>7
systems
and
man'if-irtnting
hatrlwni^
local
Japan
very
selling
some
did
also
these
terminaU,
\u
1920 and
point-of-sale
-
high priced
office
computers, and system-engineering services.
The 1988 surveys
of
approximately 6800 Japanese
minicomputers, and office computers suggests that
ii<^prs
Japat)r>«;o
of
mainframes,
firms competed on
the basis of superior and cheaper hardware; they offctcrl loss well perceived
systems software but superior applications, and offered rhonpoi
system-engineering services overall.
It
seems apparent
tli-it,
software and
where
matters
it
most to customers, the leading Japanese computer manufacturers imd achieved
least parity with
IBM
--
superiority
some areas, and inferiority
in
Specialized U.S. producers -- especially Unisys/Sperry-Univar. nnd
rated very highly by Japanese customers
very
percentages
small
many
market.
the
of
in
at
others.
in
NCR
--
were
areas, Liut thev accounted for
Below
some
are
more
specific
observations and some of the more important tables summarizing the survey
data (more details of the surveys,
are presented
also in this section,
(1)
Japanese Lead
in
summarized
in
in
tabular
Appendix C).
Hardware Market Share
Japanese computer manufacturers dominated their domestic
of
placement value
(67.6%)
and units
(77.4),
with
largest market share (32. 7% and 36.0%, respectively)
1).
IBM had
Fujitsu
was
nnd referenced
fr>tni
a
slight
far
ahead
lead
in
over Fujitsu
mid-sized
in
,
large
systems,
tnarl<et in
Fujitsu
terms
holding the
as of July 1988 (Table
nirTinf
while
although
r;>mes,
NF'
led
in
small
mainframes (Table C.l).
Information
services,
finance,
government,
and
accounted for 61% of system placements by value
in
distribution
Ihe Japanese market.
Four companies dominated these sectors and the industry overall:
IBM,
Hitachi,
industry
and
segment,
NEC.
Japanese vendors dominated each
except for financial
customers,
sectors
wlieii^
Fujitsu,
individual
IBM was the
market leader and U.S. firms held 53% of placements by value versus 47%
for the Japanese.
Japanese firms held 95%
of the
government market and
this helped their overall shares,
for only 13% of the total market.
vendors
still
although goveinment F>lacemo(its accounted
Minus the governmpiit soctor, Japanese
accounted for 63.51 of placements by value (lables C.2 and
C.3).
COMPUTER MARKET-SHARE COMPARIS ON
Table
1:
Units:
Million
IN
JAPAN
(J ULY 1988) ^
Table
2:
USER SATISFACTION LEVELS BY MANUFA CTUR E R J
1
Point Scalel^
Notes:
Scale:
Company C odes
F =
=
I
H
N
:l
Fujitsu
IBM
=
Hitachi
=
NEC
S = Unisys/Sperry-Llnivac
Bold = Above Average
= System Engineering
SE
B
R
=
Unisys/Biirrouglis
=
NCR
M
= Mitsubishi
Japanese users also cited price/performance as the
in')<;t
influencing purchasing decisions (Table C.4).
w;^-;
leader, although
it
IBM
achieved this on average by
arlu.^lly the price
however, the average price paid by users per MIP
very large
inoslly
seliinri
systems, where prices per processing power tended
nnpoitant factor
In doclino.
yen (about
r)8n,()fin
vv.t<;
$4600) for Japanese machines, compared to 730,000 yow
[pt\u>iii
Overall,
S58O0) from
U.S. vendors (Table 3)
(3)
U.S. Advantage
S ystems Sof t ware.
In
M arketing
U.S. vendors, led by Unisys and IBM, had
firms
in
a
and Hitachi, however
compatibility
--
why Japanese
major reason
hardware when they made
it
clear adv.Tiitagf "VPr Japanese
customer satisfaction with systems softwarr fT^hlo
software was also
made
a
and GonrrnI Sa tisfaction
.
--
for
(Part of
this choice.
<;
them
the early
in
wait
to
until
1970<;
software was
only
the
fourth
to
fc>llow
IBM product
at least in p^i
purchasing decisions, trailing price/performance, iipwni
where Japanese vendors were either supei
their U.S.
counterparts (Table C.4).
U.S. firms scored slightly higher
for software development
in
in
user-satisfaction
for Fujitsu
nuse available
influencing
compatibility, and
-I
foi
this
)
far|'>i
ioi
IBM;
IBM-
innouncements
hf-f
\
most frequently citnd
reliability,
-made
aimnrl at full
before they could complete systems software developmrrtt
Japanese firms remained market leaders
Available
rho*;^ U.S.
prol,ilnm
th<^
and especially Fujitsu, wliich
was the decision
necessary
custoitmi
?)
.
rlo<;o,
or equal to
tnrhnica! support
"system system-engineering" (basic hardware
and software configuration), and slightly higher
in
goneial satisfaction
in
system and application system engineering (Tables
U.S.
vendors also scored slightly better
in
2,
C.r>,
C.6).
product
salesman relations,
information, and general satisfaction levels, although these types of factors
(specifically, saieii.ian enthusiasm, perception of technology excellence,
reputation) had
little
impact on actual purchasing decisions (Tables
2,
and
C.4,
C.5, C.6).
f4)
Japanese Advantage
Software and System Eng ineering
In Applications
Japanese firms were clear leaders
in
Japanese-languagp processing as
as superior in application system-engineering support for large
users.
Japanese vendors were especially strong
market
of
system-engineering
shares.
applications,
IBM was
of
the
2,
in
NEC were
in
both
areas,
especially stronn
in
especially
Japanese-
C.5, C.6).
Parity or Near-Parity in Other Software- Rela ted Areas
In
system system-engineering support, software maintenance, and system-
software version-up support,
Japanese and U.S.
customer satisfaction scores (Tables
(6)
knowledge
applications, although both had small
in
somewhat weak
while Fujitsu and
language processing (Tables
(51
computer
Unisys/Sperry-Univac and Mitsubishi were bc^t perceived
applications.
two surveys
in
well
2,
vendors had identical
C.5, C.G).
Lower Japanese Prices for Software and Support S ervices
IBM charged the highest prices for
its
payments for leased programs such
applications.
Even
adjusting
for
software, based on average monthly
as
the
operating
systems or standard
price-performance
levels
of
its
hardware, IBM
for
its
still
software.
charged more than twice
Overall,
the
as
much
as
any other vendor
average Japaneso monthly
1,220,000 yen (about $10,000), compared to
2,
charge was
190,000 yen ($in,000)
f
or U S
.
vendors (Table 3)
Table
3:
NOTES: MIPS
AVERAGE SYSTEM C ONFIGURATI ON AND SOFTWARE PRICES ^
=
Million
Instructions Per Second
Yen (Discounted)
Price/Performance = Million Yen/MIP (Discounted Price)
Software = Monthly Charge in Units of 10,000 Yen
Ratio = Software Charge/Price-Performance
Price
=
In
Million
.
market shares
of the
charges varied
vendors, although the range
relatively
little
systom-engineering
of
by industry segment,
except
consulting (Table C.8).
Table 4:
Units:
SYSTEM SE SERVICE CH ARG E S^8
% of Service Provided Free of Charge
10,000 Yen Per Man-Month
Service Fee
Gratis (%)
Average SE Charges
Fixed Contract
Weighted Averages:
Japanese
65 %
U.S.
74
Toshiba
IBM
87
82
NEC
71
Unisys/Burroughs 68
Hitachi
73
93
Yen
Discounted
67
65
Yen
in
system
The
effect of this apparent neglect
leaders
the Japanese market
in
in
was that IBM, Unisys, and
both systems and applications system
engineering for office computers (Table C.9, C.IO).
fact that Hitachi
survey
of
(7)
NEC was
This was despite the
in
also the leader
office
in
computers
in
a
personal computers
with approximately 60% of the domestic mai ket during the
sold in Japan,
mid-1980s
had the largest placement share
1600 users.
NCR were
JO
Continued Shortage of Personnel and Rel iance on Manufacturers
Despite efforts made to train and support software personnel, more than
80% of the firms responding to the March 1988 Nikkei Com puter survey
reported
shortage
a
programming.
system
In
personnel
software
of
design,
37% of
systoiii
in
reported
firms
design
and
they
were
"extremely short" (C.11)
Partially as
a
result of this personnel
shortage,
uspis rolind heavily on
computer manufacturers for general system-engineering support, averaging
U.S. -based firms'
nearly 88% for the
vendors
users.
users,
and
68".
for
the Japanese
Dealers were relied on more heavily by customers of the
Japanese vendors (18.5% compared
to 7%)
(Table C 12).
In applications
development, between 25% and 50% of the users responding
claimed
they
that
relied
on
outside
system planning,
programming.
In
manufacturers,
although
in
personnel,
most
notably
for
they relied mainly on the computer
other phases,
from system design through
maintenance, they relied most heavily on software houses, followed by the
10
manufacturers and then dealers (C.13).
Japanese customers were not, however, equally satisfied with the services
of dealers
and software houses compared with the computer makers.
This
appears to reflect the severe shortage of skilled software personnel
Japan, especially outside of the major computer companies (C.14).
11
in
APPENDIX C
JAPANESE CUSTOMER SURVEY DATA
Table C.I:
PLACEMFNT-VALUE MARKET SHARE S BY SYSTEM SIZE 11
Systems (including peripherals) were divided as follows:
large"
were those costing 500 million yen and above ($4 million (a
Note:
$1.00 = 125 yen); "mid-size" from 100 million yen ($800,000) to
500 million; and "small" below 100 million yen.
Unit:
%
Table C.2:
PLACEMENT VALUE OF SYSTEMS BY NDUSTRY: ^^
MANUFACTURER MARKET SHAR ES
I
Computer-Maker Codes:
F = Fujitsu
S = Unisys/Sperry-Univac
= IBM
B = Unisys/Burroughs
I
H
N
NCR
= Hitachi
R
=
NEC
M
= Mitsubishi
=
Unit:
Note:
%
Totals may not add up to 100% due to rounding.
100% = 1,645 Billion Yen
Companies:
Table C.3:
Units:
Note:
MANUFACTURER PLACEMENT VALUF RR FAKDOWN fW NDUSTRY ^^
I
Same
as in
Total
=
Companies:
Services
Previous Table
Industry Segment as
F
I
17
24
Finance
14
25
Government
19
2
Distribution
13
6
5
10
Info.
Machinery
Chemicals
Elec.
Machinery
Energy
Institutions
H
26
16
14
11
9
N
Percent of
a
S
B
R
M
5
18
13
13
19
13
11
9
10
7
1
7
36
34
59
22
5
16
8
24
7
4
2
9
3
6
4
1
1
11
Value
Total
19
19
67659222
6
I'l-^cemnut
23
18
11
Tot.ij
6
FACTORS INFLUENCING SYSTEM
Table C.4:
Unit:
Note:
S ELECTION (%)^ ^
%
Users
were asked to choose the two most important factors in
their purchase decisions. The percentages refer to the
influencing
number
of responses citing each factor.
Companies:
Fi
HNSBJRM
Price/
46
28
43
43
29
25
21
33
40
44
26
32
33
37
27
36
49
46
29
33
31
39
33
41
38
27
22
22
29
24
32
32
32
21
31
14
18
33
33
25
19
21
19
30
14
11
23
19
7
6
1 1
30
16
18
9
13
7
12
17
23
13
9
20
14
14
11
Same Industry
13
Operating Results
9
5
12
10
16
14
10
11
11
12
14
2
4
6
8
1
3
2
8
4
3
1
2
Weighted Averages
Japan U.S.
All
Performance
Upward
Compatibility
Reliability,
Fault Tolerance
Available
Software
Boss's Orders,
Business Contacts
System Engineering Support
Maintenance
Service
Technology
3
1
Excellence
Salesman
Enthusiasm
2
Installation
2
Conditions
3
1112
Reputation
110 10
Other
5658
10
15
12
2
10
656
1
6
11
11
Appendix C
lable C.5:
SYSTEM SE-SERVICE P R OVIDED BY C OMPUTFR MAKERS: ^^
GENERAL-PURPOSE COMPUTER USER S
10-Point Scale
Unit:
Questions:
Explanation of New Products
1
System Software Version-Up Support
2
New System Configuration Support
3.
Proposals for Solving Problems Related to Improvinrj System Efficiency
4.
Technical Support for Software Development
5.
Technical Support for Machine Security
6.
Promptness in Responding to Requests to Fix Defects
7.
Technical Support in Communications Areas
8.
Offering of Broad Information from a Neutral Standpnint
9
.
10.
Businessman-Engineer Morality
11.
Total Satisfaction
Questions:
1
2
3
4
5
6
7
8
9
10
11
6.5
Weighted Averages:
Total
5.9
7.1
7.3
6.1
5.5
5.1
6.9
5.9
4.8
7.2
Japan
U.S.
5.9
6.2
7.1
7.1
7.3
7.4
6.0
6.3
5.5
5.6
5.1
6.9
6.9
5.9
5.9
4.7
4.9
7.1
6.4
5.3
7.4
6.6
Fujitsu
5.8
6.9
7.2
5.8
5.3
5.0
6.9
5.7
4.6
6.9
6.3
IBM
6.4
7.0
7.2
6.0
5.2
5.1
6.9
5.7
4.4
7.4
6.5
NEC
5.8
7.0
7.3
6.0
5.7
4.9
6.6
6.0
4.6
7.0
6.4
Hitachi
6.2
7.5
7.5
6.2
5.7
5.5
7.3
6.0
5.0
7
5
6.6
Unisys/Burroughs5.6
6.9
7.2
6.2
5.9
5.4
6.6
5.7
5.1
/.3
6.6
Unisys/Sperry
6.7
8.0
8.2
7.1
6.6
6.3
7.4
7.0
6.1
7.9
7.3
NCR
5.1
6.6
7.0
6.3
4.9
4.6
6.2
5.3
4.7
7.1
6.1
Mitsubishi
4.3
6.9
7.4
6.3
5.0
4.3
6.8
5.7
4.G
7.1
6.3
User Base:
16
Appendix C
Table C.6: APPLICATIONS SE-SERVICE
PROVIDED B Y COMPUTER MAKER:
GENERAL-PURPOSE COMPUTE R USE R S
10-Point Scale (0-1 dissatisfied, 9-10 satisfied)
Unit:
Ouestions:
1
Proposals for System Planning and Design
Understanding of Business Strategy
2.
Knowledge Regarding the Application
3.
4.
Knowledge of Industry Trends
Ease of Understanding Product Documentation
5.
.
6.
7.
8.
9.
10.
Communication Ability
Application-System Development Methodology
Technical Support in Communications Areas
Businessman-Engineer Morality
Total Satisfaction
Ouestions:
^
Table C.7:
Units:
AVERAGE SE CHARG ES
10,000 Yen/Man-Month,
System
Consulting
(
)
=
R EPORTED B Y
Number
of
USERS UY
P HASE ^^
Responses
System
Design
Program
ming
Opera
77
(295)
58
43
52
84
(376)
(327)
(11)
(10)
75
(185)
57
(239)
41
41
58
(171)
(9)
(4)
Training
lions
System
Audit
We ighted Av e rages:
Total
Japan
94
(114)
91
(71)
Fujitsu
Table C.8:
Unit:
(
)
=
AVERAGE SE CHARGES BY
10,000 Yen/Man-Month
Number
of
Responses
IN DUSTRY 18
Table C.9:
SYSTEM SE SERVICE PROVIDED BY COMPUTER MA KERS: ^^
OFFICE-CO MP UTER USE R
1()-Point Scale
Unit:
Questions:
Explanation of New Products
1.
System Software Version-Up Support
2.
New System Configuration Support
3.
Proposals for Solving Problems Related to Improving System Efficiency
4.
Technical Support for Software Development
5.
Technical Support for Machine Security
6.
Promptness in Responding to Requests to Fix Defects
7.
Technical Support in Communications Areas
8.
Offering of Broad Information from a Neutral Standpoint
9
10.
11.
Businessman-Engineer Morality
Total Satisfaction
Questions:
1234567891011
Weighted Averages:
Total
5.5
6.4
6.7
5.5
5.0
4.9
6.8
5.4
4.6
1.3
6.2
Japan
U.S.
5.1
5.6
7.3
6.3
4.9
6.2
4.6
5.5
4.4
5.4
6.2
7.3
4.9
6.0
4.2
5.1
G.9
7.9
5.8
6.8
User Base:
Fujitsu
6.0
7.0
PROVIDED B Y COMPUTER MAKERS: ^Q
OFFICE-COMPUTER USERS
Table CIO: APPLICATIONS SE SERVICE
Unit: 10-Point Scale
Questions:
Proposals for System Planning and Design
1
Understanding of Business Strategy
2.
Knowledge of the Product
3.
4.
Knowledge of tlie Application
5.
Knowledge of Industry Trends
6.
Ease of Understanding Product Documentation
.
7.
8.
9.
10.
Communication Ability
Application-System Development Methodology
Businessman-Engineer Morality
Total Satisfaction
Questions:
Table C.ll:
Unit:
SOFTWARE PERSONNEL
Percent of Responses
in
Each Category
S
UmC
I
ENCY ('{,)-
Table C.12:
SYSTEM SE SERVICE UTILIZATI ON RATES L%}^^
Compute r Dealers
Makers
Software
Houses
Consulting
Othei
No
Response
Companies
Weighted Averages:
Total
72.4
14.0
5.3
0.4
2.7
5.2
Japan
U.S.
68.3
87.7
18.5
7.0
5.5
4.4
0.6
1.0
2.9
0.8
4.5
3.6
Large
Computers
80.8
8.4
4.1
0.3
lA
4.1
Office
48
32.3
9.4
0.5
3.2
6.5
29.6
5.4
3.2
5.1
.
Computers
User Base:
Fujitsu
56.7
IBM
U/Sperry
95.5
U/Burroughs97.4
NCR
84.6
Mitsubishi
37.9
Table C.13: USE
OF OUTSIDE SERVICE
Unit: % of Service (Man-Months)
System
Planning
% Using Outside Service;
25.5
Yes
68.6
No
5.7
No ResfXJnse
IN
Provided by Manufacturer
System
Design
39.8
Programming
55.1
5.2
50.8
44.6
4.7
37.4
41.8
10.5
2.0
6.8
4.5
19.7
57.3
9.6
0.5
7.9
5.0
U
Major Source of Outside Service:
Computer Makers 50.2
Software Houses
21
1
11.1
Dealers
Consultants
7 8
Computer Centers 5.4
Other/No Answer
4.1
A PPLICATIONS^^
Maintenance
28,
Table C.14: APPLICATIONS SE SERVICE SATISF ACTION BY S.OURCE^^
Unit: 10-Point Scale
Questions:
Proposals for System Planning and Design
1
Understanding
of Business Strategy
2.
3.
Knowledge of the Product
4.
Knowledge of the Application
Knowledge of Industry Trenas
5.
6.
Ease of Understanding Product Documentation
.
7.
8.
9.
10.
Communication Ability
Application-System Development Methodology
Businessman-Engineer Morality
Total Satisfaction
Questions:
REFERENCES
This section relies on data from two issues of Nikkei Compute r. The first,
published on 26 September 1988, pp. 66-99, was a survey of general-purpose
mainframe users and is based on questionnaires sent to 14,407 sites in Japan-excluding in-house departments of the computer manufacturers. Responses came
from 5,422 sites, for a response rate of 37.6%. Excluding unclear answers, the
effective responses were 5,226. Weighted averages for the weie calculated on
the basis of the unit shares of the sample, which are also used to estimate
placement market shares by unit (see Table 1). The second Nikkei Ccxnputer
survey, published in the 14 March 1988 issue, pp. 58-86, focuses on system
engineering (SE) services for general-purpose and office computers, provided
mainly by the computer manufacturers but also by dealers, software houses,
consultants, and other sources. Surveys were sent to the information systems
departments of 6000 large firms, including those listed in the first and second
sections of the Tokyo Stock Exchange, and 448 non-listed companies with
Responses came back from 1589 companies, a
annual sales over 50 billion yen.
rate of 26.5%. Including multiple responses from one company, there were 1600
effective responses.
Approximately 91% of Japanese customers reported
themselves as using machines from one vendor only in the categories in the
survey, and only 5.6% claimed to be multi-vendor users. The remainder of the
responses were unclear. Weighted averages were calculated from the survey
responses as follows (p. 85):
1
.
USER RESPONSES BY INDUSTRY
1
600
Total
124
Materials Manufacturing
165
Machinery and Equipment Manufacturing
Other Manufacturing
490
166
259
258
Distribution
14
109
15
Government and Education
Other
No RespK>nse
Finance
Service
USER RESPONSES BY COMPUTER MAKER
NCR
Mitsubishi
39
32
21.
Nikkei Compute r,
14
March 1988,
p.
84.
22.
Nikkei Computer
,
14
March 1988,
p.
75.
23
Nikkei Computer
,
14
March 1988, p
73
24.
Nikkei Computer
.
14
March 1988,
74.
p.
28
Appendix C
MJ.T. Sloan School of Management
Working Paper Series
Papers by Michael
Cusumano
Assistant Professor of Behavioral and Policy Sciences
Paper #
Date
3182
7/90
3159
7/90
TillelAulhoris)
"Japanese Investment and Influence in Thai Development,"
Ichikawa, N., Cusumano, M., and Polenske, K.R.
"Supplier
Management and Performance at Japanese, JapaneseCusumano, M., and Takeishi,
Transplant, and U.S. Auto Plants,"
3150
4/90
A.
"Strategy, Structure, and Performance in Product Development:
Observations from the Auto Industry," Cusumano, M.A., and
Nobeoka, K.
3026
1/90
"A Model of Cooperative
Cusumano,
R&D Among Competitors," Sinha, D.k.,
M
3088
10/89
3087
10/89
"The Factory Appraoch to Software Development:
Overveiw," Cusumano, M.
R&D
"Japanese Cooperative
A
Strategic
Projects in Software Technology,"
Cusumano, M.
3022
7/89
2044
6/89
"A Quantative Analysis of U.S. and Japanese Software Engineering
Practice and Performance," Cusumano, M., and Kemerer, C.
"Fujitsu Software: Process Control to
Automated Customization,"
Cusumano, M.
An
2611
4/89
"The Process Spectrum in Software Development:
Survey and Interpretation," Cusumano, M.
3095
1/89
"Factory Concepts and Practices in Software Development:
Historical Overview,"
2101
12/88
1972
9/88
7/88
An
Cusumano, M.
"Hardware and Software Customer Satisfaction in Japan:
Comparison of U.S. and Japanese Vendors," Cusumano, M.
A
"Software Technology Management: 'Worst' Problems and
Solutions,"
2036
Exploratory
'Best'
Cusumano, M.
"The Software Factory: Origins and Popularity in Japan,"
Cusumano, M.A.
2012
5/88
"Shifting Economies:
Cusumano, M.
Craft Production to the Flexible Factory,"
MJ.T. Sloan School of Management
Working Paper Series
Papers by Michael
Paper #
Date
1954
11/87
Cusumano
TitklAuthcHs)
"NEC: Standardization Strategy for
Cusumano, M.
a Distributed 'Software
Factory' Structure,"
1939
10/87
Fuchu Software Factory Strategy, Technology, and
Organization," Cusumano, M.
1885
9/87
"The 'Factory' Approach
"Toshiba's
to
Large-Scale Software Development:
Implications for Strategy, Technology, and Structure,"
Cusumano,
M.
1887
5/87
"A
U.S. 'Software Factory' Experiment:
System Development
Corporation, Cusumano, M.
'
Pioneering the 'Factory Model' for Large-Scale Software
Development," Cusumano, M.
1886
5/87
"Hitachi:
1841
12/86
"Small-Lot Production: Key to High Productivity and Utility in
Japanese Auto Manufacturing," Cusumano, M.
Please Use Attached Form
When Ordering Papers
MIT Sloan
School of Management
Working Paper
Series
Order Form
Company:_
Name:
Title:
Address:
WPn
First
Two Words
WP
Qly
of Title
#
First
Two Words
Payment Must Accompany This Order
Make Checks Payable (in U.S. Funds Only) to: MFT Sloan
(Sorry, we do not accept credit cards)
@ $10.00/Paper International
Number of Papers Ordered
Mail Order To:
Qty
School
$
—
Rate: $
—
@ $8.00/Paper Domestic Rate:
Number of Papers Ordered
of Title
School of Management
Working Papers, E52-403
50 Memorial Drive
MIT Sloan
Attn:
Cambridge,
MA 02139
Please allow 4-6 weeks for delivery.
If you require express delivery, please enclose a self-addressed, pre-paid express
envelope with your order.
Ik
Date Due
MIT LIBRARIES
3 9080 02239 2390
1
^^y^y^-^).!{^'m^m^^^,