New Service Development
Describe the new service development cycle.
Describe the main elements of service design.
Describe the customer value equation.
Explain the strategic positioning through process
SWOT - team erie
A sound brand name.
McDonalds over the time has acquired a very
loyal customer base.
Ability to adapt to local tastes and preferences.
Local sourcing of produce.
Strong financial reco
Describe and illustrate the five dimensions of
Use the service quality gap model to diagnose
Perform a walk-through audit (WtA)
Illustrate how poka-yoke methods are appl
Formulate a strategic service vision.
Describe three generic service strategies.
Explain what is meant by qualifiers, service
winners, and service losers.
Explain the concept of the virtual value chain a
The Service Encounter
Use the service encounter triad to describe a service firms
Describe the five roles of technology in the service encounter.
Differentiate four organizational control systems for emp
Managing Capacity and Demand
Describe the strategies for matching capacity
and demand for services.
Recommend an overbooking strategy.
Use Linear Programming to prepare a weekly
Explain what yield ma
Use quality tools for process analysis and
Describe and contrast corporate quality
Lead a team in a process improvement
Quality and Productivity
The Service Economy
Describe the central role of services in an economy.
Identify and differentiate the five stages of economic activity.
Describe the features of preindustrial, industrial, and
Chapter 16 Supplement:
What is Simulation?
Very broad term, set of problems/approaches
Generally, imitation of a system via computer
Dont even aspire to analytic solution
Dont get exact results (bad)
Allows for complex, realistic model
and Queuing Models
Discuss the strategic role of capacity planning.
Describe a queuing model using A/B/C notation.
Use queuing models to calculate system performance
Describe the relationship
Example: Distribution System Design
The Martin-Beck Company operates a plant in
St. Louis with an annual capacity of 30,000 units.
Product is shipped to regional distribution
centers located in Boston, Atlanta, and Houston.
Because of an anticipated incre
Managing Waiting Lines
Describe the economies of waiting lines.
Describe how queues form.
Describe the four psychology of waiting components.
Describe the four principles of waiting line
Describe the essential
Supporting Facility and Process
Describe the impact of the servicescape on the
behavior of customers and employees.
Identify the six critical design features of a service
Draw a process flow dia
Service Facility Location
Explain the strategic location considerations.
Describe how a geographic information system is used
in service location decisions.
Differentiate between a Euclidian and metropolitan
Forecasting Demand for Services
Recommend the appropriate forecasting
model for a given situation.
Conduct a Delphi forecasting exercise.
Describe the features of exponential
Conduct time series forecasting u
Chapter 8 Supplement:
Describe the features of optimization models.
Formulate optimization models.
Solve two-variable models using graphics.
Solve optimization models with Excel Add-in
Solver and interpret the resul