Lecture 01: Introduction COPY Flashcards
1. 4M and IPO 2. Service Operations 3. Sustainability (17SDG) and POM
Name three examples for trade-offs in competitive priorities/capabilities!
- Low price vs quality
- Quick delivery vs quality
- Low price vs variety
Back-office versus Front-office processes! (2)
Front office work
Work requires customer presence
Back office work
Work does not require customer presence
Operations Strategy
The activity of managing the resources of the organization, that …
- transforms input to output,
- delivers goods and services.
Porter’s Value Chain concept (2) ⚓️
Primary activities | ↑ |
- logistics (inbound, outbound)
- operations,
- marketing and sales,
- service.
Support activities | → |
- procurement,
- technology development,
- human resource management,
- firm infrastructure.
The SIPOC Model
S upplier
I nputs
P rocess
O utputs
C ustomer
The 4Ms describe the resources that are needed to perform the process to transform the inputs into an output: .. (2)
no process is possible without …
Man,
Material,
Machine,
Method
The concept of the 4Ms can be extended to the 10Ms (6)
4M’s plus, …
- milieu,
- management,
- mother nature,
- motion (energy),
- money,
- market
Four-Stage Model of Operation and Competitiveness
(Hayes and Wheelwright’s, 1979)
⚖️🌐🎯
Competitive priorities and capabilities (4)
Main steps for creating an Operations Strategy! (3)
-
Define competitive priorities.
Based on market need. -
Design decision areas.
Aligned with the chosen competitive priorities: Structural and infrastructural decision area. (product-service offering) -
Build competitive capabilities.
Aligned with the chosen competitive priorities.
What are structural and infrastructural decisions in operations? (2x3)
Structural operations decisions tackle the more tangible aspects of an organization and design activities.
Whereas infrastructural decisions focus on the people operating processes, planning, and control organizational structure
Explain competitive priorities & capabilities! (2)
Priorities
- describe how a company wants to compete to win customer orders
Capabilities
- describe how a company is able to compete
Explain order qualifiers and order winners! (3)
-
Order qualifier,
is a required capability (e.g. food security) for you to be considered by the customer in the first place. -
Order winner,
is a capability that can win you orders.
Excellent companies have a good fit between eg. price is usually a qualifier! But can also be a winner (e.g. customer wants only the cheapest product)
What are the 4 major differences between goods and services?
H eterogeneity:
Very difficult to make each service experience identical
I ntangibility:
Service cannot be touched
P erishability:
- Services last a specific time
- Services cannot be stored for later use
I nseparability:
- Simultaneous production and consumption
- Customer presence in conversion process
What are the B2C, B2B, C2C, G2C & NPO Business types of Services? Explanation with Examples (6)
Business-to-Consumer (B2C),
e.g. hairdresser
Business-to-Business (B2B),
e.g. consultancy
Consumer-to-Consumer (C2C),
e.g. services between friends and family
Government to Citizen (G2C),
e.g. police
Not-for-Profit Organization (NPO),
e.g. charities
Internal services
Services within organizations, e.g. HR
What diagram is shown in the following figure?
Service blueprint
