This document discusses service operations and how they differ from manufacturing operations. It covers the key characteristics of services like intangibility, perishability, and inseparability of production and consumption. Some differences between goods and services and between manufacturing and services are outlined. The document then discusses various strategies for scheduling operations in different types of service industries, including quasi-manufacturing services, customer-as-participant services, and customer-as-product services. It emphasizes the importance of scheduling multiple resources like personnel, customers, equipment in a coordinated manner for effective service operations management.
Meaning of Service; Characteristics of Services; Classification of Services; Marketing mix of services; Customer involvement in services; Building customer loyalty; GAP model; Balancing demand & capacity.
Meaning of Service; Characteristics of Services; Classification of Services; Marketing mix of services; Customer involvement in services; Building customer loyalty; GAP model; Balancing demand & capacity.
Why Study Services ?
What Are the Principal Industries of the Service Sector ?
Powerful Forces Are Transforming Service Markets
What Are Services ?
Four Broad Categories of Services-A Process Perspective
Service Pose Distinct Marketing Challenges
The Traditional Marketing Mix Applied to Services
The Extended Services Marketing Mix for Managing the Customer Interface
New Perspective on Marketing in the Service Economy ( Service Marketing) Muhammad Ali Khan
New Perspective on Marketing in the Service Economy, Why Study Services ? What Are the Principal Industries of the Service Sector ? Powerful Forces Are Transforming Service Markets What Are Services ? Four Broad Categories of Services-A Process Perspective Service Pose Distinct Marketing Challenges, The Traditional Marketing Mix Applied to Services, The Extended Services Marketing Mix for Managing the Customer Interface
The Indian Services sector is one of the most significant sectors of the Indian economy. Looking at the vast potential of this Sector in terms of growth and employment generation, the course aims to prepare the students for the upcoming opportunities in the Service Sector for management jobs.
Introductory lecture on service innovation originally given to master students in an innovation and entrepreneurship course. Full video lecture available at: http://multimedie.adm.ntnu.no/mediasite/Viewer/?peid=e85576dd66ee4b8ebfa56923e262d9f3
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physical. There is also a lack of application of mathematically grounded, computer methods and models for
such modelling. We proposeda fuzzy based test metrics for a cosmetology paradigm (FTMCP) as tasks of
multi-criteria decision making on a variety of alternatives. The Specific features of cosmetology services,
marketing, communication components are determined. A computer model in the Fuzzy Tech, specialized
software product for computer fuzzy modelling, was developed. Integrated assessments for cosmetic institutions
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service, websites of cosmetology institutions, are suggested. The principles of the proposed approach, the
described fuzzy model and its computer implementation can be applied to a wide range of tasks of multi criteria
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With the advent of modern technology, its essential to avail the latest consumer trends to get maximum efficient results in the context of a globalized market. More attention is paid to the consumption of manufactured goods and everyday items. Much less attention is paid to the service sector, in particular medical, recreational and physical. There is also a lack of application of mathematically grounded, computer methods and models for such modelling. We proposeda fuzzy based test metrics for a cosmetology paradigm (FTMCP) as tasks of multi-criteria decision making on a variety of alternatives.
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productivity. Since this work was written with the use of different methods and examples, not all of them
before writing the work were known to me, I want to present a certain part to improve the productivity of
some companies in my country.
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2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
2024.06.01 Introducing a competency framework for languag learning materials ...
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1. Service Operations:
(Recommended Reading : POM ,Chap 4, production processe,Manufacturing and Service
operations,Aswathappa,Sridhar Bhatt(2008)(PP41 to 42,49 to 53)
Mfg operations :
These convert inputs into tangible items.Mfg processes may be categorized as Forming
processesCasting,forging,stamping,embossing,..changeing shape without
adding/removing material, Machining processes(Metal removal by
turning,drilling,milling,grinding,shaping,boring..,& chipless methods such as Electro
Discharge Machining,Electro Spark Erosion,Electro Chemical Machining,LASER
DRILLING etc,,,) Assembly processes(welding,brazing,soldering,riveting,fastening,use
of adhesive…),
SERVICES:
Services are those economic activities, which produce generally intangible product such
as health ,education,entertainment,hospitality,fovernment,finance,transportation
…..services. similarly,repair and
maintenance,restaurants,hotels,tourism,transportation,telecom,banking,insurance,trade,fin
ancial,real estate,…
In many DEVELOPING COUNTRIES,50% OF gdp IS FROM SERVICE SECTOR.
“Any major economy that is not competitive in the service sector is not competitive
internationally”
Primary characteristics of services: 1)Intangibility(Education,but tangible is college
furniture..Purchasing does not give ownership),2)Perishability(Service can not be
inventoried eg., seat in air plane,3)Inseperability,simultaneous production &
consumption,Variability(different levels of service quality,due to human element)
Difference between goods and services:
Goods can be resold/inventoried/ some of the quality measurable/production & selling
different/Location is important/easy to automate/
Difference between Manufacturing and services:
Exists in respect of ; customer contact (Less ,More) ,uniformity of input(Less ,More),
%Labour content(Less ,More), variability in output quality (Less ,More),Location of
facility (over all economics ,proximate to customer), Diffculty in Productivity
Measurement (Less ,More), production and delivery(Not simultaneous, simultaneous),
Quality assurance challenge(Less ,More)
(Recommended Reading : POM ,Chap 14, Service operations:Planning&Scheduling,
,Aswathappa,Sridhar Bhatt(2008) )(PP291 to 302)
OPERATION STRATEGIES FOR SERVICES;
2. COMPETITIVE PRIORITIES FOR SERVICE FIRM are(1) low service product
cost, (2)Fast and ontime delivery,(3) Services to be of high quality,(4)customer service
attitude & (5)flexibility.
THREE TYPES OF SERVICE OPERATIONS are(1) Quasi-
manufacturing,eg:Aircraft maintenance works, (2)Customer-as-participants(eg:Retailing,
(3)Customer as product(Beauty clinic, Hospital,Tailor..)
SCHEDULING FOR SERVICES: Services are by people & the demand pattern in non
uniform,Hence Scheduling of services involves(1) scheduling customers, (2) scheduling
work force, (1) scheduling Equipment,Eg:Restaurant
SCHEDULING STRATEGIES FOR SERVICES:
(1) Schedule for peak demand, (2) Chase demand (3) Reservation
strategy(Hotels,airlines…) (4) consumer participation (Self service Restaurants,ATM
services..), (5) Adjustable capacity (Close-off hours in a restaurants). (6) Cross
training(Banks, restaurants) (7) Sharing Services (Hiring buses from State R.T.Cc)
SCHEDULING STRATEGIES FOR QUASI –MANUFACTURING
“SERVICES”:
(1) Product- focused operations: Eg: Back room operations at a fast food restaurants like
layout,assembly line balancing,automation,HRD,Materials purchase,production of high
volume standard products,cost management , to meet highly variable hour-to-hour
customer demand.
(2) Process- focused operations: Eg: Medical test laboratory.Based on the nature of
service requested , the job is routed to the appropriate departments until it is completed.
PERSONNEL SCHEDULING IN SERVICES :due to demand variability,Service time
variability(Eg:Health spa), use of personnel when they are needed(full 7 part time
employees).
SCHEDULING ‘CUSTOMER-AS-PARTICIPANT ‘ SERVICE OPERATIONS:
Eg: Retailing,Tourism…Customer needs are to be looked into.
SCHEDULING ‘CUSTOMER-AS-PRODUCT’ SERVICE OPERATIONS:
Service is performed on customers.
Eg: Beauty clinic,medical Treatment, Surgery…
SCHEDULING MULTIPLE RESOURCES:
It is critical in service sector.Eg: An educational institute must schedule
Faculty,classrooms , LCD systems and Students.A hospital must schedule
Doctors,surgeons,Nurses,O.Ts,Ward staff,admissions,spl equipments,billing
activity….Others are Banks, Airlines.
Manning system is Cyclical or Rotating schedule.
