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【英文课件】-生产运作-chap006

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1、,Product Design & Process Selection - Services,Operations Management,For Competitive Advantage,CHASE AQUILANO JACOBS,ninth edition,Chapter 6,Chapter 6Product 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

2、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, internet, electromechanical, and/or mail interactions.,Service Businesses,Facilities-based services

3、Field-based services,Internal Services,The Service Triangle,Exhibit 6.1,Service Strategy: Focus and AdvantagePerformance 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 6.6,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,

4、system (much),High,Low,High,Low,Degree of customer/server contact,Internet & on-site technology,Sales Opportunity,Production Efficiency,Example of Service Blueprinting,Service Fail-safingPoka-Yokes (A Proactive Approach),Keeping a mistake from becoming a service defect. How can we fail-safe the three Ts?,Have we compromised one of the 3 Ts?,Three Contrasting Service Designs,The production line approach The self-service approach The personal attention approach,Characteristics of a Well-Designed S

5、ervice System,1. Each element of the service system is consistent with the operating focus of the firm. 2. It is user-friendly. 3. It is robust. 4. It is structured so that consistent performance by its people and systems is easily maintained.,Characteristics of a Well-Designed Service System (Continued),5. It provides effective links between the back office and the front office so that nothing falls between the cracks. 6. It manages the evidence of service quality in such a way that customers see the value of the service provided. 7. It is cost-effective.,

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