Role of Services in an Economy - Home Course Web Pages 在经济服务的作用国内课程网页.pptVIP

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Role of Services in an Economy - Home Course Web Pages 在经济服务的作用国内课程网页.ppt

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Role of Services in an Economy - Home Course Web Pages 在经济服务的作用国内课程网页

ISM 270 Service Engineering and Management Lecture 2 Notes Video of class available from website Username: Password: Homework 1 due next week Homework 2 due 2 weeks Office hours 5pm room 2085 Computer access to SOE account available Library challenges Homework: Week 1 Link Data Envelopment Analysis (DEA) Method for evaluating efficiency of similar venues/products Incorporates inputs and outputs – not just one dimensional Uses LINEAR PROGRAMMING (LP) KEY IDEA: Weight the inputs and outputs to make one unit as efficient as possible, relative to all others If this is 100% efficient, then the unit is on the frontier of efficiency; If less than 100%, there are other units that could utilize the SAME inputs for MORE outputs DEA summary of terms Define variables E_k = efficiency of unit k u_j= coefficient for output j (relative decrease in efficiency per unit reduction of output value) v_i = coefficient for input i (relative increase in efficiency per unit decrease of input value) O_jk = observed ouput j units generated by service unit k during one time period I_ik = no. units input used by service unit k during one period Note: k=1..K = service unit counter j=1..M = output counter i=1..N = input counter DEA Objective and constraints Example from Text: Burger Palace Small, artificial example for illustration! Page 68 Excel formulation The Nature of Services Learning Objectives Classify a service into one of four categories using the service process matrix. Describe a service using the four dimensions of the service package. Discuss the managerial implications of the distinctive characteristics of a service operation. Discuss the insights obtained from a strategic classification of services. Discuss the role of a service manager from an open-systems view of service. An Integrated Approach to Service Management The Eight Components ? Product Elements ? Place, Cyberspace, and Time ? Promotion and Education ? Price and Other User Outlays + Process + Productivity an