m2l5 - Fall 2010 Module 2 Production & Quality Lecture...

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David Robinson © D. Robinson, 2009 Fall 2010 Module 2 Lecture 5: Service Operations I
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Module Overview 2 Production and Quality Management Quality Manufacturing Production Service Operations 1 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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Service Operations Challenges Manufacturing Services 4 Variability Perishability Irregular Demand Inseparability
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Service Operations Challenges Variability Services 5 Perishability Irregular Demand Inseparability Service is different this time from the last time
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Service Operations Challenges Variability Services he server is 6 Perishability Irregular Demand Inseparability “The server is the service” Present together at the same time
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Service Operations Challenges Variability Services 7 Perishability Irregular Demand Inseparability Can’t be made in advance & stored
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Service Operations Challenges Variability Services 8 Perishability Irregular Demand Inseparability Uneven Arrival Rate Variable Time to Serve
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Service Challenges: Rising to the challenge • While the four problems definitely exist, effective Services Operations depends on ddressing the challenges . . . and to some addressing the challenges . . . and to some extent defeating them! 9
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Types of Service Process Unlike Manufacturing Production, only two of the four are considered most efficient 10
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Types of Service Process Extent of Client Contact Low ow High ass service Service Jiffy Lube Dealer service, Your bank 11 Extent of Customization Low High Mass service
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m2l5 - Fall 2010 Module 2 Production & Quality Lecture...

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