service operations management - sam houston state …mgt_ves/mgt560/service… · ppt file · web...
TRANSCRIPT
![Page 1: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/1.jpg)
Service Operations Management
![Page 2: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/2.jpg)
Fundamentally, there are no differencesbetween service and manufacturingoperations! Both are concerned with:• Efficiency• Effectiveness• Quality• Cost
![Page 3: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/3.jpg)
Effectiveness• Right prescription• Right advice• Service availability
Efficiency• No. of servers• Use of resources
Quality• Training• Error prevention• Continuous Improvement
Cost• Inventory management• Tradeoffs• Purchasing
![Page 4: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/4.jpg)
Service Operations Management Selected Issues
• New service development• Managing service experiences• Front-office/Back-office• Analyzing processes• Service quality• Yield management• Inventory management• Waiting time management
![Page 5: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/5.jpg)
New Service Development
• Service BlueprintingFocus on moments of truth
• Servicescapes• Utility-based Service Design
Perceived utility to customer• Relative importance of Dimensions of
Service Quality
![Page 6: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/6.jpg)
Service Blueprinting
Source: Metters, King-Metters, Pullman, & Walton, p. 84
![Page 7: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/7.jpg)
Utility-based Service Design
Source: Metters, King-Metters, Pullman, & Walton, p. 88
![Page 8: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/8.jpg)
Dimensions of Service Quality
• Reliability• Responsiveness• Assurance• Empathy• Tangibles
Parasuraman, et al., 1985
ACSI Site:http://www.theacsi.org/index.php?option=com_content&task=view&id=15&Itemid=172
![Page 9: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/9.jpg)
Managing Service Experiences
• Customer Engagement• Context• Time
• Service BlueprintingFocus on moments of truth
![Page 10: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/10.jpg)
Front-office/Back-office
• Front-office work requires customer presence.
• Back-office work does not require customer presence.
• Decoupling: separating work into high-contact/low-contact jobs.
Ultimate = outsourcing/offshoring
![Page 11: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/11.jpg)
Analyzing Processes
• Process flow diagrams (flow charts)– Process communication– Focusing mgt. attention on customer– Determining what to work on
• Process Simulation
![Page 12: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/12.jpg)
Service Quality
• Defining service quality is more difficult than defining manufacturing quality.– Expectation vs Perception– Expectation vs Performance
![Page 13: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/13.jpg)
Gaps in Service Quality
Source: Metters, King-Metters, Pullman, & Walton, p. 186
![Page 14: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/14.jpg)
Developing a Culture of Service Quality
• Hire the right people.• Educate and train them well.• Allow them to fix anything.• Recognize and reward them regularly.• Tell them everything, every day.
![Page 15: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/15.jpg)
Service Recovery
• Measure the costs• Listen closely for complaints• Anticipate needs for recovery• Act fast• Train employees• Empower front line• Close the loop
![Page 16: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/16.jpg)
Yield Management
Purpose is to sell the right capacity to the right customer at the right price.
• Overbooking• Differential pricing• Capacity allocation
![Page 17: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/17.jpg)
Inventory ManagementService vs Manufacturing
• Setup/Ordering costs high• Number of products higher• Limited shelf space• Lost sales vs backorders• Product substitution• Demand variance higher• Information accuracy (complication of
customers)
![Page 18: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/18.jpg)
Waiting Time Management
• Waiting lines are pervasive in services• The problem is important• Lack of management intuition about
waiting lines
15/30 Waiting Time Rule in hospital ER
![Page 19: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/19.jpg)
ReferencesFitzsimmons & Fitzsimmons (1998). Service
Management 2ed., Irwin/McGraw-Hill.Metters, King-Metters, Pullman, Walton (2006).
Successful Service Operations Management 2ed., Thomson.
Nelson. (2005). “Baldrige—Just What the Doctor Ordered.” Quality Progress.
Sower, Duffy, Kohers, et al. (2001). “The Dimensions of Service Quality for Hospitals…” Health Care Management Review.
![Page 20: Service Operations Management - Sam Houston State …mgt_ves/mgt560/Service… · PPT file · Web view · 2007-10-26Service Operations Management Fundamentally, there are no differences](https://reader036.vdocument.in/reader036/viewer/2022070608/5abe01307f8b9aa15e8c4918/html5/thumbnails/20.jpg)
MGT 568 Service Management & Marketing
MGT 568 is a team-taught course available as a graduate elective.