运营管理chap004纯英文.ppt

Professional services are defined as high-contact organizations where customers spend a considerable time in the service process. E.g. consultancy Mass services have many customer transaction, involving limited contact time and little customization. It based on equipment-based and ‘product’ oriented, with most value added in the back office and relatively little judgment applied by front-office staff. E.g. supermarkets, a national rail network, an airport. Service shops are characterized by levels of customer contact, customization, volumes of customers and staff direction, which position them between the extremes of professional and mass service. E.g. television and entertainment center rental organizations offer both rental and retail sales of home electronic products. End of Chapter 4 4 4 4 4 4 4 4 4 4 4 4 4 17 17 17 17 20 * The McGraw-Hill Companies, Inc., 2004 Chapter 4 Process Analysis Design Production Process design and product/service design are interrelated. Process and product/service design must satisfy customers Process Analysis Terms Process: Is any part of an organization that takes inputs and transforms them into outputs Cycle Time: Is the average successive time between completions of successive units Utilization: Is the ratio of the time that a resource is actually activated relative to the time that it is available for use Mechanical machine ($12/hr*24hr*0.5) = $144/day Electronic machine ($18/hr*24hr*0.5) = $216/day Process FlowchartingDefined Process flowcharting is the use of a diagram to present the major elements of a process The basic elements can include tasks or operations, flows of materials or customers, decision points, and storage areas or queues It is an ideal methodology by which to begin analyzing a process Flowchart Symbols Tasks or operations Examples: Giving an admission ticket to a customer, installing a engine in a car, etc. Decision Points Examples: How much change should be given to a customer, which wrench shoul