8/19/2019 Presentation On Goods and Services

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PRESENTATION ONGOODS, SERVICES, ANDOPERATIONS MANAGEMENT

BY

MS. SAIMA JAVED

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 TABLES OF CONTENTS

1-1  Explain the concept and importance ofoperation mana!ement"

1.2 #hat Do Operation Mana!er Do

1-3  Explain the di$erence %et&een !ood ander'ice"

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• 1.1 Operations management (OM) 

is the science and art of ensuring thatgoods and services are created anddelivered successfully to customers.

− Design of goods, ser!"es, #$d %&e'ro"esses %% "re#%e %&e(.

− D#)-%o-d#) management  of %&ose'ro"esses.

− Co$%!$*#+ improvement  of %&esegoods, ser!"es, #$d 'ro"esses.

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Three Issues at the Core of Operations Management

• E"!e$")

• Cos%

• *#+!%) 

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1.2 What Do Operations Managers Do?

• Fore"#s%!$g

• S*''+) "!$ (#$#ge(e$%

• F#"!+!%) +#)o*% #$d des!g$

•  Te"&$o+og) se+e"%!o$• *#+!%) (#$#ge(e$%

• *r"s!$g

• /eso*r"e #$d "#'#"!%) (#$#ge(e$%

• ro"ess des!g$•  Jo0 des!g$

• Ser!"e e$"o*$%er des!g$

• S"&ed*+!$g

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OM Tr#$sfor(s !$'*%s %o o*%'*%s

◦ I$'*%s #re reso*r"es s*"& #s

eo'+e, M#%er!#+, #$d Mo$e)

◦ O*%'*%s #re goods #$d ser!"es

!+e) 21 4

#hat i Role of OM(

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Understanding Goods and Servies

•  A good  is a physical product that you cansee, touch, or possibly consume. E5#('+es of goods !$"+*de6 or#$ges,

7o8ers, %e+e!s!o$s, so#', #!r'+#$es, 9s&,f*r$!%*re, "o#+, +*(0er, 'erso$#+"o('*%ers, '#'er, #$d !$d*s%r!#+(#"&!$es.

•  A durable good  is a product that typicallylasts at least three years. Ve&!"+es,d!s&8#s&ers, #$d f*r$!%*re #re so(e

e5#('+es of d*r#0+e goods.

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#hat i Role of OM(

•OM Tranform inp)t to o)tp)t

• I$'*%s #re reso*r"es s*"& #s

• eo'+e, M#%er!#+, #$d Mo$e)

• O*%'*%s #re goods #$d ser!"es

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Understanding Goods and Servies

•  A non-durable good  is perishable andgenerally lasts for less than three years. E5#('+es #re %oo%&'#s%e, sof%8#re, s&oes,

#$d fr*!%.

•  A service is any primary orcomplementary activity that does not

directly produce a physical product. 

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Simi!arities "et#een Goods and Servies

1. :oods #$d ser!"es 'ro!de #+*e #$ds#%!sf#"%!o$ %o "*s%o(ers 8&o '*r"se#$d *se %&e(.

2. T&e) 0o%& "#$ 0e s%#$d#rd!;ed or"*s%o(!;ed %o !$d!!d*#+ 8#$%s #$d $eeds.

3. A 'ro"ess "re#%es #$d de+!ers e#"& goodor ser!"e, #$d %&erefore, OM !s # "r!%!"#+s

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Differenes "et#een Goods and Servies

1. :oods #re %#$g!0+e 8&!+e ser!"es #re!$%#$g!0+e.

2. C*s%o(ers '#r%!"!'#%e !$ (#$) ser!"e

'ro"esses, #"%!!%!es, #$d %r#$s#"%!o$s.3. T&e de(#$d for ser!"es !s (ore d!"*+% %o'red!"% %$ %&e de(#$d for goods.

=. Ser!"es "#$$o% 0e s%ored #s '&)s!"#+

!$e$%or).>. Ser!"e (#$#ge(e$% s

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Understanding Goods and Servies

• Service management  integratesmarketing, human resources, andoperations functions to

 plan, create, and deliver goods andservices, and their associated serviceencounters.

•  A service encounter  is an interactionbetween the customer and the service

 provider.

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Understanding Goods and Servies

• Ser!"e e$"o*$%ers "o$s!s% of o$e or (ore moments of truth—any episodes,transactions, or experiences in which a

customer comes into contact with any aspectof the delivery system, however remote, andthereby has an opportunity to form animpression.

• E5#('+es6− A gr#"!o*s 8e+"o(e 0) #$ e('+o)ee #% #

&o%e+ "&e"

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$%hi&it 1.1'o# Goods

and Servies

(ffet

Operations

Management(tivities