Service Operations Management.ppt

Service Operations Management Fundamentally, there are no differences between service and manufacturing operations! Both are concerned with: Efficiency Effectiveness Quality Cost 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 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 New Service Development Service Blueprinting Focus on moments of truth Servicescapes Utility-based Service Design Perceived utility to customer Relative importance of Dimensions of Service Quality Service Blueprinting Source: Metters, King-Metters, Pullman, Walton, p. 84 Utility-based Service Design Source: Metters, King-Metters, Pullman, Walton, p. 88 Dimensions of Service Quality Reliability Responsiveness Assurance Empathy Tangibles Parasuraman, et al., 1985 ACSI Site: /index.php?option=com_contenttask=viewid=15Itemid=172 Managing Service Experiences Customer Engagement Context Time Service Blueprinting Focus on moments of truth 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 Analyzing Processes Process flow diagrams (flow charts) Process communication Focusing mgt. attention on customer Determining what to work on Process Simulation Service Quality Defining service quality is more difficult than defining manufacturing quality. Expectation vs Perception Expectation vs Performance Gaps in Service Quality Source: Metters, King-Metters, Pullman, Walton, p. 186 Developing a Culture of Service Quality Hire the right people. Educate and train them well. Allow t