Service Queue I

Service Queue I - Process view Ops strategy Transformation...

Info iconThis preview shows pages 1–7. Sign up to view the full content.

View Full Document Right Arrow Icon
1 Manufactur Proc select Process Analysis Project Transformation Process Process view Ops strategy Linear Program Service design Decision variables Objective Constraints Excel Solver
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
2 Service Process Design Nature of service Service system-design matrix Three contrasting service designs
Background image of page 2
3 What We Know about Service 1. Everyone is an expert 2. Services are idiosyncratic 3. Quality of work is not quality of service 4. Mix of tangible and intangible attributes 5. Services are experienced; goods are consumed 6. Understanding of marketing and personnel, as well as operations, is required 7. Cycle of encounters
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
4 Service Businesses Facilities-based services Field-based services
Background image of page 4
5 Internal Services Internal Supplier Internal Supplier Internal Customer External Customer How management treats a worker is how the worker treats the customer
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
6 What is Service? Intangibility of the product A service can’t be stored, resold, returned, or transported. Simultaneous production and consumption
Background image of page 6
Image of page 7
This is the end of the preview. Sign up to access the rest of the document.

Page1 / 16

Service Queue I - Process view Ops strategy Transformation...

This preview shows document pages 1 - 7. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online