文档介绍：GOP12
Operations Management Service Operations
全球运营管理12
运营管理 服务运营
Characteristics of Services
Intangibility
Customer Influence (customer presence, customer contact, customer interaction, and customer participation)
Simultaneous Production & Consumption
Perishability
Heterogeneity
Labor Intensity
服务特征
无形
顾客影响(顾客到场、顾客联络、顾客相互作用,以及顾客参与)
生产与消费同步
易逝性
多样性
劳动力密集
Continuum of Characteristics of Manufacturing and anizations
More like a More like a
manufacturing anization
Physical, durable product
Output can be inventoried
Low customer contact
Long response time
Regional, national, or international markets
Large facilities
Capital intensive
Quality easily measured
Intangible, perishable product
Output cannot be inventoried
High customer contact
Short response time
Local markets
Small facilities
Labor intensive
Quality not easily measured
制造业与服务业组织的特征统一
更趋向于制造业组织更趋向于服务业组织
有形的、耐用产品
产品可以库存
客户联络不多
回应时间长
区域、国家,或国际市场
大型设备
资本密集
质量易于衡量
无形的、易逝产品
产品不可以库存
客户联络频繁
回应时间短
当地市场
小型设备
劳动力密集
质量不易衡量
Vending
machines
Automated
car
washes
Motion
picture
theaters
Dry
cleaning
Taxis
Excavating
Airlines
Computer
time-
sharing
Lawn
care
Guards
Janitorial
services
Appliance
repair
Plumbing
repair
Executive
recruiting
Lawyers
Manage-
ment
Accountant
Auto
Mon. by
relatively
unskilled
Operated
by skilled
Unskilled
labor
Skilled
Labor
Pro
Equipment-Based
People-Based
Service
Services
自动贩卖机
自动化汽车 清洗
电影院
干洗
出租车
挖掘
航空公司
计算机分时 技术
草坪维护
警卫
看守服务
电器维修
管道维修
高级管理 人员招募
律师
管理人员
会计
自动
相对简单 的工作
由熟练工 操作
无须技术
的劳动
需要技能的 劳动
专业人员
以设备为基础
以人为基础
服务
服务
Service Package (1 of 4)
Supporting facility
The physical resources that must be in place before a service can be offered
1. Location--Is it centrally located?
2. Interior decorating--Is the proper mood
established?
3. Supporting equipment--Does the dentist use a mechanical
or air drill?
4. Architectural appropriateness--Unique recognizable
feature of a blue tile roof.
5. Facility layout--Is there a natural