Fundamentals of HSOM Flashcards
Service Package Model
“Onion”
Outer layer: information, supporting facility & facilitating goods
Explicit & Implicit services
Core: Service experience
Explicit service
Benefits are observable by the sense
Hair after haircut
Getting healthy food
Physiotherapy starts as planned
Patients getting pain medication
Characteristics of services
CHIP-NS
Customer participation
Heterogeneity
Intangible
Perishable (cant be stored)
Non-transferable ownership
Simultaneous creation and use
Implicit services
Psychological benefits a customer may sense only vaguely
Getting a warm welcome
Information
Data available from customer or provider to enable efficient and customized care
EPR
Value Chain Porter shows
Where an organization helds its values within primary and supporting activities
The competitive advantage
Supporting activities Value Chain
Infrastructure of the firm
HR
Technological infrastructure
Procurement
Primary activities
PODSS
Purchasing
Operations
Distribution
Sales
Services
Value is ..
quality + service / cost
Supply chain
Raw materials
Supplier
Manufacturing
Distribution
Retail location
Customer
Decoupling point
Point in supply chain where product is tied to specific costumer
Make to stock decoupling point
Between assembling and delevering
Assemble to order
Between fabricate and assemble
Make to order
Between engineer and fabricate
Engineer to order
Before engineering
