m2l4 - Fall 2009 Module 2 Production Quality Lecture 4...

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David Robinson © D. Robinson, 2009 Fall 2009 Module 2 Lecture 4: Service Operations I
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2 Module 4 Production and Quality Management Quality Manufacturing Production Service Operations Module Overview 1 2 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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4 Service Operations Challenges Manufacturing Variability Services Perishability Irregular Demand Inseparability
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5 Service Operations Challenges Variability Services Perishability Irregular Demand Inseparability Service is different this time from the last time
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6 Service Operations Challenges Variability Services Perishability Irregular Demand Inseparability “The server is the service” Present together at the same time
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7 Service Operations Challenges Variability Services Perishability Irregular Demand Inseparability Can’t be made in advance & stored
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8 Service Operations Challenges Variability Services 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 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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11 Types of Service Process Extent of Client Contact Extent of Customization Low Low High High Mass service Service factory Service
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This note was uploaded on 10/18/2011 for the course UGBA 10 taught by Professor Xuanmingsu during the Fall '08 term at Berkeley.

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m2l4 - Fall 2009 Module 2 Production Quality Lecture 4...

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