m2l7 - Spring 2008 Module 2 Production & Quality...

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David Robinson © D. Robinson, 2007 Spring 2008 Module 2 Lecture 7: Service Operations II
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2 Review from the previous lecture Types of service operations Queuing theory example
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3 Types of Service Process Extent of Client Contact Extent of Customization Low Low High High Mass service Service factory Service job shop Professional service Jiffy Lube, Starbucks Dealer service, Your bank Law firm Haircut ; Restaurant Server must make judgment to meet the needs of customer High Low Christopher Lovelock, Journal of Marketing, 1983
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4 Extent of Client Contact Extent of Customization Low Low High High Mass service Service factory Service job shop Professional service Try to “re-engineer” “Front of house” “Back office”
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5 Average number of people in the queue: = Practice Q on Queuing Theory λ 2 µ (µ - λ ) Try this with (Arrival Rate) λ = 10 / hour (Service Rate) µ of 12 / hour (5 minutes )
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6 Service Operations II How we handle uneven time-to-serve Improving service operations
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m2l7 - Spring 2008 Module 2 Production & Quality...

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