m5l5 - Fall 2011 Module 5 Production Quality Lecture 5...

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David Robinson © D. Robinson, 2011 Fall 2011 Module 5 Production & Quality Lecture 5: Service Operations I
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2 Production and Quality Management Quality Manufacturing Production Service Operations Module Overview 1 2 3
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Service Operations I Asks the question: 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 job shop Professional service Jiffy Lube Dealer service, Your bank Law firm Haircut ;
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