October 14, 2015
Assignment 1 Chapter 6 Questions
A.) I verified the mean and standard deviation with two excel functions.
B.) We can reject the null hypothesis, because F is smaller than F crit.
CONTENT BASED ON ARTICLE: PLANNING & IMPLEMENTING EFFECTIVE SERVICE GUARANTEE PROGRAM
Service Guarantee is a formal commitment by a service provider
designed to reduce a customers loss in the event of a service
Service Failure Recovery
4 Types of Service Failures
Type 1 Failures
Core service failures
other core svc. failures
Type 2 Failures
Responses to implicit/
Service Sector Management
Services are deeds, processes, and
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.
New Service Development
Source of Service Sector Growth
Internet as a Service Enabler
Push theory (e.g. Post-it)
Pull theory (e.g. Cash Management)
Services derived from products (e.g. Netflix)
What is Service Quality?
In products, quality can mean any of the following:
Conformance does it match spec?
Reliability does it work consistently?
Durability will it last a long time?
Serviceability can it be fixed easily/cheap
The Service Value/Profit Chain
Success in Services is Tough
Over 50% of all new
businesses fail by their
Services are no different
Restaurants are good
What makes running a service business so difficult?
Run Charts and Control Charts
What is a Run Chart?
A run chart is a line graph with certain interpretative marks:
Annotations (if appropriate)
They help improvement teams formulate aims
They help orga
Inventory Analytics Navigation
Follow this link to Spotfire Inventory Analytics: http:/sc.ge.com/*Avscinvvis
You can navigate
back and forth inside
See slide 2
See slide 3
Appears to be under