OpsStrategyLectures_Jan24_to_28_Spring2011

OpsStrategyLectures_Jan24_to_28_Spring2011 - 1 Strategy...

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1 1 Strategy Issues in Service Operations Week Dates Topics, Readings, etc. 3 Jan 24 - 28 Developing a Strategy for Services Readings (1) Chapter 3: “Service Strategy” (2) McComb Note 2: “Some Notes on Operations Strategy” (3) Lecture Slides: “Competing Through Service Operations” School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D . Mark A. McComb, CQE, Ph.D. Associate Professor of Management Science 2 Strategy Issues in Service Operations Concept Map for Strategy Topics What is Strategy? Development Three views Five Forces Model Strategy in Service Operations Competitive Priorities Design Effectiveness Trade-offs Productivity & Innovation School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D . Importance Measurement Design
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2 3 Environmental Scanning : Mission : Core Competencies : Strategy Development Strategy Issues in Service Operations Monitoring the business environment for market trends, threats, and opportunities Statement that defines What our business is; Who our clients are; and How our values define our business Our unique strengths that help us win in the marketplace School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D . Business Strategy: Defined long-range plan for the company 4 The Strategic Service Vision : Target Markets Strategy Issues in Service Operations What are common characteristics of important market segments? What dimensions can be used to segment the market, demographic, psychographic? How important are various segments? What needs does each have? School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D . How well are these needs being served, in what manner, by whom? pp. 38 – 39
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3 5 The Strategic Service Vision : The Service Concept Strategy Issues in Service Operations What are important elements of the service to be provided, stated in terms of results produced for customers? How are these elements supposed to be perceived by the target market segment, by the market in general, by employees, by others? How do customers perceive the service concept?
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This note was uploaded on 10/25/2011 for the course ACC 201 taught by Professor A during the Spring '11 term at University of Minnesota Crookston.

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OpsStrategyLectures_Jan24_to_28_Spring2011 - 1 Strategy...

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