Service ops mgt Week1_Session2_Services Management

Resources organizational systems technology and

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resources Organizational  Systems Technology  and  Information Delivery  System Customer  Value Service Quality
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2-13 Resources: Inputs and Outputs Physical  resources Organizational  Systems Technology  and  Information Delivery  System Customer  Value Service Quality
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2-14 Course Outline Review ¡ Nature of Services ¡ Service Delivery l Technology-Based Delivery l Service Supply Relationships l New Service Development ¡ Managing Capacity and Demand l Process Analysis l Yield Management ¡ Service Quality l Statistical Process Control
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2-15 Learning Objectives for this Session ¡ Identify traits that all services have in common. ¡ Discuss the central role of services in an economy. ¡ Identify and differentiate the five stages of economic  activity. ¡ Describe the features of preindustrial, industrial, and  postindustrial societies. ¡ Describe the features of the new service economy. ¡ Contrast the push vs. pull theories of innovation. ¡ Identify the sources of service sector growth.
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2-16 Service Definitions    Services are deeds, processes, and performances. Valarie Zeithaml & Mary Jo Bitner    A service is a time-perishable, intangible  experience performed for a customer acting in the  role of a co-producer.    James Fitzsimmons   
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2-17 “Services are anything sold in trade that  cannot be dropped on your foot.” ( The  Economist , 1988)
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2-18 Definition of Service Firms    Service enterprises are organizations that  facilitate the production and distribution of  goods, support other firms in meeting their  goals, and  add value  to our personal lives.       James Fitzsimmons
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2-19 Role of Services in an Economy INFRASTRUCTURE SERVICE · Communications · Transportation · Utilities · Banking PERSONAL SERVICES · Healthcare · Restaurants · Hotels CONSUMER (Self-service) GOVERNMENT SERVICES · Military · Education · Judicial · Police and fire protection DISTRIBUTION SERVICES · Wholesaling · Retailing · Repairing FINANCIAL SERVICES · Financing · Leasing · Insurance MANUFACTURING Services inside company : · Finance · Accounting · Legal · R&D and design BUSINESS SERVICES · Consulting · Auditing · Advertising · Waste disposal
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2-20 Percent Employment in Services Top Ten Postindustrial Nations Country 1965 1975 1985 1995 2005 United States 59.5 66.4 70.0 74.1 78.6 United Kingdom 51.3 58.3 64.1 71.4 77.0 The Netherlands 52.5 60.9 68.3 73.4 76.5 Sweden 46.5 57.7 66.1 71.5 76.3 Canada 57.8 65.8 70.6 74.8 76.0 Australia 54.6 61.5 68.4 73.1 75.8 France 43.9 51.9 61.4 70.0 74.8 Japan 44.8 52.0 57.0 61.4 68.6 Germany 41.8 n/a 51.6 60.8 68.5 Italy 36.5 44.0 55.3 62.2 65.5
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2-21 Trends in U.S. Employment by Sector           0 10 20 30 40 50 60 70 80 90 1850 1860 1870 1880 1890 1900 1910 1920 1930 1940 1950 1960 1970 1980 1990 2000 Year Proportation of total employement ®W y Óe ®i V ów O Manuf ®z ° ㈠° Agr
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2-22 Distribution of GDP in the US Economy Product Services Physical Information 6% 10% 31% 53% 37% 63% 84% 16% D B A C
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2-23 Stages of Economic Development
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  • Fall '08
  • Staff
  • Management, Organizational  Systems Delivery  System, resources Organizational  Systems, Physical  resources Organizational, Organizational  Systems Delivery, service delivery Services

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