Service Operations Management. Flashcards
What is Good Service Package and Give an Example, and mention the difference with Facilitator.
A Good Service Package is a tangible element that is part of Service. For example
In a hair cut the Scissors and Dryers are Facilitators. However the Pigments, Hair Sprays are Part of the Good Service Package
Aon the Oder Hand. In a Airline, The food served on the Airplane is part of the Good-Service Package. And the Troleys and Aircraft are part of the Facilitator Products.
What is the relatiinship between the Economy Sectors (Primary, Secondary and Third), and the employments in Manufacturing?
As long as a Economy develops itself, It tend to be more in the service sector. However the manufacturing output has been remain the same. Why it occurs? it is because, Some of the goods that are produce in the Secondary Sector, are becoming a Good Service Package.
For example:
Food Chain and Restaurants are part of the Service Sectors, but thei need Rawmaterials fron the Primary and Sendondary Sector of the Economy.
Explain the Unique Characteristics of Sevices.
Perishability
Heterogenety
Simultaneous Production and Consumption
Intangibility
What are the main problems derived form the INTANGIBILITY of Services
Promotion: As long as services are intangible is it difficult to fullfill the expectations and perceptions of customers. (Paper Package in the Hamburgers, Where is the beef commecial)
Materialization: Insurance Companies or Preventive Mainteinance
PROBLEMS WITH QUALITY CONTROL. Not tangiblen and Problems of Measurement (Surveys)
What are the main problems derived form the PERISHABILITY of Services
Production Planning: Due to the variability and limitation of resources, it is impossible to plan a services. Some companies during the low season give discountos or perform preventive maintenace to their facilities
Inventories: Is imposible to create invetories, one way to remedy this is by addin capacity to the facilities.
COMMUNICATION: Continuus Reeschedulitng. For example Doctor appointments.
What are the main problems derived form the HETEROGENETY of Services
As long as services are performe by human beings, it is impossible to standardize. Some specilized services such as car repairing or technical ones could be standardized.
On the other hand HETEROGENETY affects PRODUCTION PLANNING, Due to the customers requieriments are different from one to another,
What are the main problems derived form the SIMULSTANEOUSLY PRODUCTION AND CONSUPTION of Services
Affects location, as long as it is necessary a lot of branches to satisfy customerdemans, for example: if someone wants to repair his/her car,it is necessary to move it to the reapair shop.
In the same way it affects QUALITY CONTROL as long as the production and reception of the service is simultaneous.
SERVICE PROCESS MATRIX (Schemer Roger, Service Operations Management, Prentice Hall)
According to the Service Matrix. there are four types of Services.
PROFESSIONA SERVICE when INTERACTION HIGH and INTENSITY IS HIGH (DOCTORS)
SERVICE SHOP: INTERACTION IS HIGH and INTENSITY LOW (CAR REPAIR)
SERVICE FACTORY: INTTERACTION LOW and INTENSITY LOW (PUBLIC TRANSPORT)
MASS SERVICES: INTENSITY HIGH, LOW INTERACTION. (SCHOOL)
How Separating Process in Front Office, Back Office helps to a better management of Services Operation Management?
Separating front office. Back office, helps to identityy the concepts and tools form manufacturing that are relevant to service eg.
Product Design Process Re-Reengineering Flexible Production Systems Lean Production Mass Customization Etc.....
WHAT ARE THE TYPES OF SERVICES A MANUFACTURER CAN OFFER (Baines T and Lightfoot H (2013) Made to Serve,Wiley.
Sevices could be classified dependio on the product focus or customer focus
They coudl be:
Basic (Spare parts)
Intermedia (Sheduled Maintenance, Helpdesk)
Advance (Shared Risk or Revenue Based On Performance)
