Topic-16 Operations Scheduling.ppt

X x x x x x x off off off off employee employee 9 9

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X X X X X X X off off off off Employee Employee 9 9 off off X X X X X X X X X X off off Employee Employee 10 10 X X X X X X X X X X off off off off Final Schedule Final Schedule Example 17.1 Example 17.1
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Service Operations: Planning and Scheduling Service are operations with: Intangible outputs that ordinarily cannot be inventoried Close customer contact and short lead time High labor costs relative to capital costs Subjectively determined quality Need better planning controlling and management to stay competitive
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Service Operations: Planning and Scheduling (II) Type of production process: --quasi-manufacturing: production occurs much as manufacturing physical goods dominant over intangible services --customer as participant: high degree of customer involvement physical goods may or may not be significant service either standard or custom --customer as product: service performed on customer usually custom
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Service Operations: Planning and Scheduling (III) Scheduling challenges in services: planning and controlling day-to- day activities difficult due to: --service produced and delivered by people --pattern of demand for services is stochastic with larger variations
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Scheduling for Stochastic Demand As firms cannot inventory services in advance of high-demand periods so businesses use following tactics: --preemptive actions to make demand more uniform --off-peak incentives/discounts --appointment schedules --fixed schedules --Make operations more flexible --part-time personnel --subcontractors --in-house standby resources
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Waiting Line (Queuing) Models for Services Scheduling Waiting Line (Queuing) Models have been used extensively in service operations scheduling because: --demand patterns are irregular or random --service times vary among customers --managers try to strike a balance between efficiently utilizing resources and keeping customer satisfaction high.
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Waiting Line in Service: Examples Computer printing jobs waiting for printing Workers waiting to punch a time clock Customers in line at a driven-up window Drivers waiting to pay a highway toll Skiers waiting for chair lift Airplanes waiting to take off Waiting line analysis: assists managers in determining: How many servers to use Likelihood a customer will have to wait Average number of customer will wait Waiting line space needed
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Written Assignment- is due ….
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