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Mg Tweek9

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  • 1. IE20403Business ManagementWEEK 9
    MohdYuszrenYusak
    Menara 8A
  • 2. Managing Service & Manufacturing Operations
    ‘CASINO’ make sure you know which business ‘they’ are in
    Ask these question- “What type of operations management does this scene show-manufacturing operations management or service operation management?”
    Managing the daily production of goods and services
  • 3. Managing for productivity and Quality
    Organizations are production systems.
    The university’s function to produce work force-not just any-knowledge worker work force
    The combination of inputs to produce desired outcome.
  • 4. Productivity
  • 5. Productivity
    Is a measure of performance that indicates how many it takes to produce or create an output. fewer inputs to create output = the higher the productivity
    productivity=_________
    Output
    Inputs
  • 6. Why productivity matters
    Higher productivity-doing more with less resources- is good-lower cost of output. it will also translate to lower price, faster service, higher market share and higher profit.
    For a country- productivity means higher standard of living-because wages increased. When companies produce more with less they can raise employee wages without increasing price or sacrificing profit.
  • 7. Service Operation
    Different from goods-goods are produced, tangible and storable.
    Service are performed, intangible, and perishable.
    Service profit begins with internal quality-which will then provides quality service to its customer which creates customer satisfaction and loyalty which eventually brings long-term profit and growth.
    Keeping existing customer is more cost-effective then getting a new one.
  • 8. Internal Service Quality
    Profit & Growth