A firm often must ensure that products or services it produces match customer expectations. We define variability as any deviation in a production process yielding products or services whose attributes differ from the firm's stated target specifications. Firms pursuing products marked by low variability are more subject to maladaptation costs if production processes are not adjusted to avoid nonconformities. Furthermore, such adjustments often require idiosyncratic investments (e.g., dedicated information technology systems), thereby creating contractual hazards and potential underinvestment. We hypothesize that ownership of sequential activities in the value chain helps mitigate problems associated with maladaptation as well as suboptimalities in transaction-specific investment, thereby resulting in lower variability. Using data on delivery times from the Japanese international courier and small package services industry, we assess the variability-reducing role of ownership in two complementary ways. The first approach is parametric, allowing us to assess the impact of ownership on the variance associated with delivery time; here we focus on shipments that frequently fail to arrive precisely within the time period initially expected by customers. The second approach is more consistent with the notion of reliability, or the likelihood that shipments will not arrive later than expected: we nonparametrically estimate the distribution of deviations between actual and expected delivery time, and verify how distinct organizational choices change the distribution. Ownership of multiple segments yields a particularly pronounced effect on both variance and reliability. Ownership bestows variability-reducing benefits of ownership, especially when ownership is observed in multiple stages of the value chain.Key words: organizational choice; contracting; governance; reliability; variance; variability History: Published online in Articles in Advance December 30, 2009.
IntroductionFor decades, management scholars have recognized the benefits of crafting production processes that lead to products or services whose attributes are aligned with the expectations of customers. Although a diverse set of products varying in attributes allows firms to target multiple customer segments, any given product should meet certain customer expectations or standards (Deming 1982; see also Tan et al. 2002, Salvador et al. 2001). Significant deviations between initial customer expectations and actual product performance-as illustrated by high product defect rates or unpredictable service delivery-are manifestations of high variability and would likely result in dampened customer satisfaction and lost customers (e.g., Deming 1982, Lee et al. 2001, Cejer 2003, Punis 1994). Yet, although scholars have advocated reducing variability through a variety of operational practices such as concurrent engineering and statistical quality control (SQC), we know little about how to support and foster those practices with the use of appropriate organizational m...