ch05_metters

ch05_metters - New Service Development Chapter 5 New...

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New Service Development Chapter 5
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Chapter 5 – New Service Development Successful Service Operations Manage 2 Full Launch Design Analysis Develop- ment Execution Stage Planning Stage People Products Tech- nology Systems New Service Development Cycle
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Chapter 5 – New Service Development Successful Service Operations Manage 3 Service Innovation Radical Service Innovation Requires a different process and design approach than incremental innovation Innovative service firms require enablers to facilitate the process Nature of change will dictate where resources are allocated Radical innovations imply increased risk and resource investment
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Chapter 5 – New Service Development Successful Service Operations Manage 4 Service System Design Service Decision Factors Facility Location (based upon proximity to customers) Facility Layout (depends on the presence of the customer at the location) Product and Process Design (Covers both the intangible and tangible aspects of the service offering)
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Chapter 5 – New Service Development Successful Service Operations Manage 5 Service System Design Service Decision Factors (continued) Scheduling (how the workers are assigned to the service) Worker Skills (depend on service strategy and concept, customer contact level and industrialization level) Quality Control, Measures and Time Standards (focus is on the needs of the customer)
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Chapter 5 – New Service Development Successful Service Operations Manage 6 Service System Design Service Decision Factors (continued) Demand/Capacity Planning (depends on the type of service and the immediacy of matching supply to demand) Industrialization (the substitution of technology for people) Standardization of Service Offering (level of uniformity provided in the service)
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Chapter 5 – New Service Development Successful Service Operations Manage 7 Service System Design Service Decision Factors (continued) Customer Contact Level (physical presence and
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This note was uploaded on 04/24/2008 for the course SYST 3030 taught by Professor Macaluso,g during the Spring '08 term at Colorado.

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ch05_metters - New Service Development Chapter 5 New...

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