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23download_doc-14.php - Ops Session 6 Service System...

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Ops Session 6 Service System Management Nature of Services o Everyone is an expert o Idiosyncratic-what works for one may not for others o Quality of work is not quality of service o Mix of tangible and intangible attributes o High contact services are “experienced” o Need to understand marketing and personnel o Cycles of encounters Designs for on-site service o Production line approach McDonald’s o Self-service approach Salad bar, ATMs, gas stations o Personal attention approach Ruth’s Chris Steakhouse o Right approach depends on service Queueing systems o The familiar ‘waiting in line’ situation o Frustrating, annoying o Managing well is key Objectives – depend on situation Balance service with productivity Components of system o Customers Arrival rate designated by –e.g. 12 customers per hour – exponential λ distribution Inter-arrival rate designated by 1/ – e.g. 5 minutes between each λ customer arrival Population – finite or infinite? o
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This note was uploaded on 04/18/2011 for the course BUS 370 taught by Professor Camp during the Fall '09 term at Indiana.

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23download_doc-14.php - Ops Session 6 Service System...

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