ServiceProcess

ServiceProcess - Service Process System Service Process...

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ervice Process & System Service Process & System Design 1
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Learning objectives fter studying this topic, students will be able ± After studying this topic, students will be able to: ± Explain the different service process through some key service attributes [4] (R) ± Identify opportunities and the key skill quirements for different service system design requirements for different service system design [4] (R, MI) ± Analyze and compare possible process improvement approaches appropriate for the different system designs [4, 1] (R, MI, CT) HKUST – S. M. Ng 2
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Defining Service Management ± Three major industrial sectors in our society: ± Extractive (involves physical extraction of natural elements or resources) ± Manufacturing (involves physical transformation of products) ervices (Definition?) ± Services (Definition?) ± Services are best defined in residual terms (i.e., service = when it is not manufacturing or extractive) ± Service businesses and internal services HKUST – S. M. Ng 3
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Types of Services ± Business services ± Consulting, finance, banking ± Trade services ± Retailing, maintenance, repair ± Infrastructure services ± Communications, transportation ocial/Personal services ± Social/Personal services ± Restaurants, health care ublic administration ± Public administration ± Education, government ± They are inter-related to each other HKUST – S. M. Ng 4
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Employment data for Hong Kong HKUST – S. M. Ng 5
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Hong Kong - A Service Society ± Major business sectors in Hong Kong: ± Financial ± Logistics ± Tourism ± Professional services ± Service sector accounts for over 90% of total employment and generates over 90% of HK' s DP (2005) GDP (2005) ± World's 9th largest exporter of services xports US$35 billion worth of services in 1999 HKUST – S. M. Ng 6 ± Exports US$35 billion worth of services in 1999, 22% of GDP
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Hong Kong GDP by Economic Activities ear 980 985 990 995 000 005 Year 1980 1985 1990 1995 2000 2005 Agriculture Fishing 8 5 3 1 1 1 & Fishing 0.8 0.5 0.3 0.1 dustry 1 7 9 9 5 3 6 1 4 5 9 Industry 31.7 29.9 25.3 16.1 14.5 9.9 ervices 7 5 9 6 4 5 3 8 5 4 0 Services 67.5 69.6 74.5 83.8 85.4 90 HKUST – S. M. Ng 7 (% contribution to GDP)
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Hong Kong GDP, the last three years HKUST – S. M. Ng 8
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Hong Kong - A Service Society ± Has one of the world's most developed financial systems for banking & stock exchange ± 2nd largest stock market in Asia ± 4th largest banking center in the world ± 7th largest foreign exchange market in the world HKUST – S. M. Ng 9
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Hong Kong - A Service Society Positions as a major transportation hub in the orld, especially for China- lated goods world, especially for China related goods One of the busiest ports (air, land, sea) in the world One of the busiest container terminal in the orld with over 22 million TEU (2004) a year world with over 22 million TEU (2004) a year (TEU refers to 20-ft equivalent units) The busiest air cargo terminal in the world with over 3.1 million tons of cargo a year HKUST – S. M. Ng 10 (2004)
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ServiceProcess - Service Process System Service Process...

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