Operations Management- Product Design and Process Selection – Services

1. Chapter 6 Product Design and Process Selection – Services

6. Internal Services Defined Internal services is the management of services required to support the activities of the larger organization. Services including data processing, accounting, etc Internal Supplier Internal Supplier Internal Customer External Customer

7. The Service Triangle Exhibit 6.1 A philosophical view that suggests the organization exists to serve the customer, and the systems and the employees exist to facilitate the process of service. The Customer The Service Strategy The People The Systems

10. Service-System Design Matrix Exhibit 6.7 Mail contact Face-to-face loose specs Face-to-face tight specs Phone Contact Face-to-face total customization Buffered core (none) Permeable system (some) Reactive system (much) High Low High Low Degree of customer/server contact Internet & on-site technology Sales Opportunity Production Efficiency

11. Example of Service Blueprinting

17. End of Chapter 6