产品设计和处理选择——服务英文.ppt

Operations Management For Competitive Advantage ninth edition 1 C HASE A QUILANO J ACOBS Operations Management For Competitive Advantage Chapter 6 Product Design Process C HASE A QUILANO J ACOBS ? The McGraw-Hill Companies, Inc., 2000 ninth edition Operations Management Chapter 6 For Competitive Advantage ninth edition 2 Product 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 C HASE A QUILANO J ACOBS ? The McGraw-Hill Companies, Inc., 2000 Operations Management For Competitive Advantage ninth edition 3 Service Generalizations 1. Everyone is an expert on services. 2. Services are idiosyncratic. 3. Quality of work is not quality of service. 4. Most services contain a mix of tangible and intangible attributes. C HASE A QUILANO J ACOBS ? The McGraw-Hill Companies, Inc., 2000 Operations Management For Competitive Advantage ninth edition 4 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. C HASE A QUILANO J ACOBS ? The McGraw-Hill Companies, Inc., 2000 Operations Management For Competitive Advantage ninth edition 5 Service Businesses ? Facilities-based services ? Field-based services C HASE A QUILANO J ACOBS ? The McGraw-Hill Companies, Inc., 2000 Operations Management For Competitive Advantage ninth edition 6 Internal Services Internal Supplier Internal Customer External Customer Internal Supplier C HASE A QUILANO J ACOBS ? The McGraw-Hill Companies, Inc., 2000 Operations Management For Competitive Advantage ninth edition 7 Exhibit 6.1 The Service Triangle The Ser