Spiffy Car Wash offers four types of service to its customers:
Deluxe Wash and Wax:
simple car wash/dry
wheels cleaned, then car wash/dry
wheels cleaned, car wash/dry, car waxed
wheels cleaned, car wash/dry, c
The Hyatt Regency in downtown Atlanta has 100 rooms of capacity which it sells at a rate
of $150 per night. The room reservations are fully refundable and the hotel has historically
had a number of customers no show each day. The probability distribution
Quiz # 5
Due Date: 12/03/2015
Q.1. In 2000 a supplemental loan program was established for the MBAs at Goizueta Business
School, Emory University. Unlike loan funds set up for education expenses, this program loaned
money for nontraditional
Time (CT): Average time between completions of successive units
Operation that limits production
Process CT: CT of the bottleneck activity
Capacity: Measure of output per unit of time when fully busy
Capacity = 1/CT
System Capacity: Capa
Customer Motivation for choosing Zipcar:
o Low Cost
o Ease of Use/Convenience
- What should Zipcar do in response?
- Instrumental Controls
o Late fees dont really solve Anitas problem
o Does little to influence
WAITING LINE ANALYSIS
FLO GOES TO LUNCH
After a busy morning at Jo-to-Go, Flo was desperately hungry for lunch. However, an espresso machine
salesperson was due to visit, so she could only leave the store for 30 minutes. She was
Waiting Line Management
Why study waiting lines?
Pervasiveness of Problem
Example: Call Centers
All Fortune 500 companies have at least one call center
In North America: 55,000 call centers w/ 2.9 million employe
Site Selection Methods
Type of Service
Goal - minimize logistics cost of a network
Examples - warehouses, call centers
Goal - covering a geographic area
Examples Public Sector - fire protection, emergency medicine
Moving from a product-based economy to a service-based economy
The Onset of Servicization
People dont want to buy a quarter-inch drill. They want a quarter-inch hole!
Theodore Levitt, HBS
Servicization: Providing Functionality Rather Than the Product
Learning Objectives for this Session
Understand why quality in services is different than in manufacturing.
Identify traits that all services have in common.
Identify some sources of service sector growth.
Apply the concepts o
Revenue Management Practice Problems
1. You are in charge of setting the protection level in a revenue management system for a
flight between Columbia and Washington D.C. The passengers on the flight are either
leisure customers who are not willi
Quality in Service Operations
Define the cost of quality and its relationship to profitability.
Define the five service quality dimensions.
Use the service quality gap model to diagnose quality problems.
Perform a walk-through audi
Process Analysis and Capacity Management
Efficiency versus Service Quality
The key for service quality is the how aspect. In services, we are selling an experience
more than a product.
KEY POINT- From the perspective of the customer, the people deliveri
MGSC 486: Service Operations Management
September 27, 2011
The exam is closed book and closed notes.
Please answer the multiple choice & true/false questions by clearly marking
only one option on the Pa
Managing the Customer Experience
What does it take to create an experience for customers?
What creates a memorable experience?
Key Concept #1: Customer Engagement
Active: customers affect the performance or event (skiing or golf)
Introduction to Linear Correlation and Regression
Review of linear regression
Linear regression is based on fitting a straight line to data
Explaining the change in one variable through changes in other variables. dependent
variable = a + b (independent v
Practice Problems for Final Exam
There will be 4 multiple choice questions (similar to the following questions) on the
Q.1. Which of the following is NOT a distinctive characteristic of services?