TAILIEUCHUNG - Lecture Operations management: Creating value along the supply chain (Canadian edition) - Chapter 5

Chapter 5 - Service design. This chapter includes contents: Service economy, characteristics of services, service design process, tools for service design, waiting line analysis for service improvement. | Robert S. Russell, Bernard W. Taylor III, Ignacio Castillo, Navneet Vidyarthi CHAPTER 5 Service Design OPERATIONS MANAGEMENT: Creating Value Along the Supply Chain, Canadian Edition 1 Learning Objectives Relate numerous statistics that demonstrate the predominance of services in the Canadian and the global economy. Define services and their characteristics such that they are distinguishable from manufacturing. Explain the key aspects of the service design process and describe how they are affected by varying degrees of customer/service provider contact. Describe several tools used for service design including blueprinting and servicescapes. Use waiting line analysis to improve service. 2 Lecture Outline Service Economy Characteristics of Services Service Design Process Tools for Service Design Waiting Line Analysis for Service Improvement 3 Service Economy 4 Percent of GDP by Industry Sector for Canada 5 Characteristics of Services Services acts, deeds, or performances Goods tangible

• Quản trị kinh doanh
• Operations management
• Lecture Operations management
• Supply chain management
• Quality management
• Operational decision making tools
• Service design
• Process management
• Supply chain
• Scope of operations management
• Decision making
• Ebook Operations management
• Operations performance
• Operations strategy
• Process design
• Fundamentals of operations management
• Quản lý vận hành
• Operations management strategy
• Transformation process
• Lean operations
• Lean system characteristics
• Lean systems
• Production operations management
• Production Management
• Lecture Production operations management
• Business strategy
• Objectives of inventory management
• Inventory management
• Competitive advantage
• Operations consulting
• Business process reengineering
• Stages of operations consulting
• Operations consulting tool kit
• Aggregate sales
• Operations planning
• Operations planning activities
• Aggregate operations plan
• Management of quality
• Project management
• Project characteristics
• Supply chain management
• Inventory management
• Disadvantages of inventory
• Modern production