文档介绍：Product Design & Process Selection - Services
Operations Management
petitive Advantage
CHASE AQUILANO JACOBS
ninth edition
Chapter 6
Chapter 6 Product Design and process Selection – Services
Service Generalizations
Service Strategy: Focus & Advantage
Service-System Design Matrix
Service Blueprinting
Service Fail-safing
Characteristics of a Well-Designed Service Delivery System
Service Generalizations
1. Everyone is an expert on services.
2. Services are idiosyncratic.
3. Quality of work is not quality of service.
4. Most services contain a mix of tangible and intangible attributes.
Service Generalizations (Continued)
5. High-contact services are experienced, whereas goods are consumed.
6. Effective management of services requires an understanding of marketing and personnel, as well as operations.
7. Services often take the form of cycles of encounters involving face-to-face, phone, , electromechanical, and/or mail interactions.
Service Businesses
Facilities-based services
Field-based services
Internal Services
Internal Supplier
Internal Supplier
Internal
Customer
External
Customer
The Service Triangle
Exhibit
The
Customer
The Service
Strategy
The
People
The
Systems
Service Strategy: Focus and Advantage Performance Priorities
Treatment of the customer
Speed and convenience of service delivery
Price
Variety
Quality of the tangible goods
Unique skills that constitute the service offering
Service-System Design Matrix
Exhibit
Mail contact
Face-to-face
loose specs
Face-to-face
tight specs
Phone
Contact
Face-to-face
total
customization
Buffered
core (none)
Permeable
system (some)
Reactive
system (much)
High
Low
High
Low
Degree of customer/server contact
&
on-site
technology
Sales
Opportunity
Production
Efficiency
Example of Service Blueprinting