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Midterm Study Guide 032608

Midterm Study Guide 032608 - SYST 3030 Service Operations...

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SYST 3030 Service Operations Management Midterm Study Guide Prof Macaluso Date: March 19, 2008 Understand these topics and you should be well prepared for the Midterm … Good Luck! Prof Mac 1. Characteristics of the Postindustrial Era Economy 2. Characteristics of Services 3. Dimensions of Service Quality (reliability, responsiveness, et. al) 4. Describe services on a continuum from Service Factories to Professional Services 5. Examples of companies “Blurring” the line between service and product offerings and how that offers advantages to the business model 6. The elements of Porter’s Value Chain and its significance to process design 7. The major strategies and approach to Service business design as put forward by Porter’s “Five Forces” 8. Major Quality Philosophies of Deming, Crosby. 9. Describe the implications of Peter’s “core competency” on outsourcing and offshoring functions and processes in a business 10.Considerations and circumstances where outsourcing may be appropriate.
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