m2l6 - Spring 2008 Module 2 Production Quality Lecture 6...

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David Robinson © D. Robinson, 2007 Spring 2008 Module 2 Production & Quality Lecture 6: Service Operations I
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2 Module 4 Production and Quality Management Quality Manufacturing Production Service Operations Module Overview 1 2 3
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Service Operations I Why doesn’t the rest of the world work as well as Disney?
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4 Service Operations Challenges Manufacturing Variability Services Perishability Irregular Demand Inseparability
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5 Service Operations Challenges Variability Services Perishability Irregular Demand Inseparability Service is different this time from the last time
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6 Service Operations Challenges Variability Services Perishability Irregular Demand Inseparability “The server is the service”
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7 Service Operations Challenges Variability Services Perishability Irregular Demand Inseparability Present together at the same time Can’t be made in advance & stored
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8 Service Operations Challenges Variability Services Perishability Irregular Demand Inseparability Uneven Arrival Rate Variable Time to Serve
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Types of Service Process Unlike Manufacturing Production, only two of the four are considered most efficient 9
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10 Types of Service Process Extent of Client Contact Extent of Customization Low Low High High Mass
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