Introduction To Service Operations Management

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20 Νοε 2013 (πριν από 3 χρόνια και 7 μήνες)

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Introduction To

Operations Management

POM 370

Dr. Drew Rosen

Business Environment

Operations

Finance

Economics

Management

Marketing

Information
Systems

Accounting


Improvement of
organizational
activities to
ensure quality,
customer
satisfaction , and
loyalty


Investments


Capital


Stock Market



Nceufhkurreffg



Org. Behavior


Policy


Strategy


Sit on their ass



Sales


Promotion


Research
Behavior


Fairy land



The application
of people,
technologies, and
procedures to
solve business
problems


Bookkeeping


Pensions


Audits



The study of how
the forces of supply
and demand
allocate scarce
resources

Operations Management


Designing Products and
Sevices

Operations Management


Facility Location and Layout


Operations Management


Project Management

Operations Management


Scheduling Operations

Operations Management


Inventory Control

Operations Management


Quality Management

Operations Management


Quality Management


Operations Management is:

The management of systems or processes

that
create goods and/or provide services



Operations Management affects:


Companies’ ability to compete


Nation’s ability to compete internationally

Operations Management

Where to locate your business?

OM Decisions


What type of process to use?

OM Decisions


Number of workers to employ?

OM Decisions


Number of workers scheduled at each station?

Forecasting park demands

Reducing wait times

Managing projects

More than just McDonalds…


Operations is About

Making Business Run Better


More Efficiently



More Abundantly



With Higher Customer Satisfaction




The Goal of Operations

and business!

Quality

Customer
Satisfaction

Loyalty

Loyalty

1

2

3

4

5

20%

40%

60%

80%

100%

Very

dissatisfied


Dissatisfied

Neutral

Satisfied

Very

satisfied

Loyalty (Retention)

Satisfaction

zone of defection

zone of indifference

zone of affection

Satisfaction and Loyalty

terrorist

apostle

1. Inseparability

2. Intangibility

3.
Perishability

4. Heterogeneity

5. Site Location

6.


Labor Intensity

7. Difficulty of Measuring Quality of Output



Goods Vs Services

Key Differences
:

Production of goods


tangible output

Delivery of services


an act







Transformations







Physical:


manufacturing





Locational:


transportation





Exchange:


retailing






Storage:


warehousing






Physiological:

health care





Informational:

telecommunications

Big Picture: OM

Transformation

Process

INPUTS

OUTPUTS

Three Basic Ways to Arrange
the Transformation Process


Job Shop


Variety of outputs in small batches


Customized output


General purpose machinery


Highly skilled workers



Flow Shop


High Volume


Standardized output


Special purpose equipment


Lower skilled workers


Profits are the result
of attention to
quality

and customer
satisfaction, while
the reverse

is rarely true.







Edwards Deming