管理需求与能力.ppt

Services Marketing 工商管理学院　张毓峰 yufengzhang626@ 12.MANAGING DEMAND AND CAPACITY The Underlying Issue:Lack of Inventory Capacity Understanding Capacity Constraints Understanding Demand Patterns Strategies for Matching Capacity and Demand Yield Management:Balancing Capacity Utilization,Pricing,Market Segmentation,and Financial Return Waiting Line Strategies:When Demand and Capacity Cannot Be Aligned Gap 3: the service performance gap Service Delivery Customer-Driven Service Designs And Standards GAP 3 Customer Company Key factors related to demand and capacity 1.Failure to smooth the peaks and val