04-Service_Slide

04-Service_Slide - Service System Design Issues Ronald S...

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Service System Design Issues Ronald S. Lau, Ph.D. HKUST ISOM
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Introduction Demand Forecasting Quality Management Strategic Design Capacity and Revenue Management Manufacturing System Design Issues Inventory Management Best Practices and Improvement Service System Design Issues Resource Planning and Control Project Management Service Concepts and Design Corporate Social Responsibility and Sustainability Direct and Design Plan and Control Develop Managing Waiting Lines
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Intended learning outcomes Service concepts and design Name the types of service and describe their interactions Compare and contrast service and manufacturing systems Describe the importance of service in a purchase bundle List the key factors that affect the design of a service system Identify the key elements and implications of a service system design matrix Construct a simple service blueprint (process map) to identify the operations-marketing interface Describe the critical issues of service design
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Defining service management Three major sectors in our society: Extractive (Physical extraction of natural elements or resources) Manufacturing (Physical transformation of products) Services (???) Services are best defined in residual terms (i.e., service = when it is not manufacturing or extractive) Service management A multidisciplinary study on marketing, operations management, human resource management, and information technology Related OM courses ISOM363 Service Management ISOM369 Management of Financial Service Operations
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Comparisons of societies and economic activities Extractive Manufacturing Service Pre-Industrial Society Industrial Society Post-Industrial Society
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Types of services Business services Consulting, advertising, auditing Trade/Distribution services Retailing, wholesaling, logistics Infrastructure services Communications, transportation, utilities, banking Social/Personal services Restaurants, health care, hotels Public/Government services Education, judicial, military
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Interactive model of an economy Business services Public administration Infrastructure services Trade services Extractive sector Manufacturing sector Customer Social/personal services
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Driving forces for service needs in modern societies Productivity gains in extractive and manufacturing sectors Improvement in machinery, technology, work methods, etc. Globalization and sophistication of business systems Evolving needs of people Maslow’s hierarchy of needs
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Role of services in society Employment of modern industrialized economies is dominated by service jobs US ~ 82%, Japan ~ 75%, Hong Kong ~ 86% Percent employment in service jobs increases over the year even for developing countries China in 2008 (GDP distribution: 11% agricultural, 49% industrial, and 40% service) Dependency of manufacturing on services Profitability of manufacturers depends on exploiting value- added services (e.g., Car manufacturing vs. Financing/leasing) Internal service (e.g., Accounting, procurement, IT, etc.)
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Services vs. Manufacturing
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This note was uploaded on 08/10/2011 for the course ISOM 111 taught by Professor Hu,inchi during the Spring '10 term at HKUST.

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04-Service_Slide - Service System Design Issues Ronald S...

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