Important terms OPS Flashcards
SOP’s
Standard operation procedure
IHIP
Intangibility, Heterogeneity, Inseparability, Perishability
Service concept
Not a slogan but the core idea of a business
Disruption
Unexpected event with negative effect on the output
4 V’s
Volume, Variety, Variation, Visibility
Guest Journey
Complete experience a guest goes through, including all touchpoints
Capability processes
Low volume High variety
Commodity processes
High volume Low variety
Servicescape
Physical environment in which the service takes place
Throughput time
The total time it takes for a product to pass through the entire process from start to finish
Throughput rate
The rate at which products are completed and leave the process, usually measured per unit of time
Cycle time
The amount of time required to produce one unit from start to finish
WIP
Work in Progress, the total number of units currently in the production process but not yet completed
Coping zone
Zone where businesses can’t handle demand
Transforming resources
Staff, machines, equipment
Transformed resources
Raw materials, ingredients
Peak-end-rule
Customers judge an experience based on how they felt on their most intense point (peak), either good or bad
Zone of tolerance
Neither dissatisfied nor delighted
Lean Thinking
Eliminating waste to increase value for customers
5 Steps of Lean Thinking
Identify value, map value stream, create flow, establish pull, Perfection
TOC
Theory of constraints, improving system performance by addressing the primary bottleneck
5 Steps of TOC
Identify constraint, exploit constraint, subordinate constraint, elevate constraint, Repeat
Six Sigma
Improve quality by reducing defects and process variability through statistical analysis
DMAIC (Six Sigma)
Define, Measure, Analyze, Improve, Control
TIMWOODS
Transportation, Inventory, Motion, Waiting, Overproduction, Overprocessing, Defects and Skills
Competitive Capabilities
What a company can do (strengths)
Competitive Priorities
What a company wants to do (choices)
Service Strategy
A plan that outlines how an organization will deliver value to his costumers, ensuring alignment with business goals and customer needs
Competitive advantages
Cost, Location, History, Technology, etc
Operations performance objectives
Specific goals that guide an organization to improve customer satisfaction: Cost, Quality, Speed, Dependability, Flexibility
Sandcone Model
Service excellence is based on quality; Quality –> Dependability –> Flexibility –> Cost
Service excellence
Way to stand out and win businesses from competition; service as a differentiator from competition
Intangibility
Services cannot be touched or physically seen
Heterogeneity
Services are unique, they vary in quality because of who, when and where they are provided
Inseparability
Services are produced and consumed simultaneously
Perishability
Services cannot be stored for future use
Service process design
Procedures to be followed in order to deliver the service concept
