Quản trị chuỗi cung ứng UEH - Lý thuyết chương 9

SERVICE PROCESSES Chapter Nine McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives LO9–1: Understand the characteristics of service processes. ¨ LO9–2: Explain how service systems are organized. ¨ LO9–3: Analyze simple service systems. ¨ LO9–4: Contrast different service designs. ¨ 9-2 The Nature of Services The customer is the focal point of all decisions and actions. ¨ The organization exists to serve the customer. ¨ Operations is responsible for service systems. ¨ Operations is also responsible for managing the work of the service workforce. ¨ 9-3 The Service Triangle 9-4 Service Package 1. Supporting facility ¤ 2. Facilitating goods ¤ 3. Data provided by the customer Explicit services ¤ 5. The material purchased by the buyer or the items provided to the customer Information ¤ 4. The physical resources that must be in place before a service can be offered Benefits that are observable by the senses Implicit services ¤ Psychological benefits the customer may sense only vaguely 9-5 An Operational Classification of Services ¨ Customer contact: the physical presence of the customer in the system ¤ Extent of contact: the percentage of time the customer must be in the system relative to service time ¤ Services with a high degree of customer contact are more difficult to control ¨ Creation of the service: the work process involved in providing the service itself 9-6