Ma6 - Managing Global Service Operations A service-sector...

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Managing Global Service Operations A service-sector firm with global operations has to have a different perspective on a number of issues, such as capacity planning, location planning, and facilities design and layout. The Ten Strategic OM Decisions 1. Goods and service design: For goods, the product is usually tangible, whereas the product is usually intangible for services. 2. Quality: There are many objective standards for goods, so it is easy to measure quality. There are fewer objective standards for services, so it is more difficult to measure service quality. 3. Process and capacity design: Customers are generally not involved in goods, whereas the customer may be directly involved in the service. Moreover, because the production and consumption of services take place simultaneously, you cannot keep an inventory of services. 4. Location selection: Locations decisions for manufacturing plants usually involve finding locations near raw materials and labor. Locations decisions for service shops usually involve
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Ma6 - Managing Global Service Operations A service-sector...

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