产品设计和处理选择——服务英文

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Operations Management For Competitive Advantage ninth edition
4
Service Generalizations (Continued)
5. High-contact services are experienced, whereas goods are consumed.
The Service Triangle
The Service Strategy
7
Exhibit 6.1
The Customer
The Systems
The People
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? The McGraw-Hill Companies, Inc., 2000
Operations Management For Competitive Advantage ninth edition
Internal Supplier
Internal Customer
Internal Supplier
External Customer
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? The McGraw-Hill Companies, Inc., 2000
Operations Management For Competitive Advantage ninth edition
? Service Generalizations
? Service Strategy: Focus & Advantage
? Service-System Design Matrix
? Service Blueprinting
? Service Fail-safing
? Characteristics of a Well-Designed Service Delivery System
Service-System Design Matrix
9
Exhibit 6.6
High
Sales Opportunity
Degree of customer/server contact
? Field-based services
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Operations Management For Competitive Advantage ninth edition
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Internal Services
8
Service Strategy: Focus and Advantage Performance Priorities
? Treatment of the customer
? Speed and convenience of service delivery
? Price
? Variety
? Quality of the tangible goods
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Operations Management For Competitive Advantage ninth edition
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Service Generalizations
1. Everyone is an expert on services.
6. Effective management of services requires an understanding of marketing and personnel, as well as operations.
7. Services often take the form of cycles of encounters involving face-to-face, phone, internet, electromechanical, and/or mail interactions.
2. Services are idiosyncratic.
3. Quality of work is not quality of service.
4. Most services contain a mix of tangible and intangible attributes.
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Operations Management For Competitive Advantage ninth edition
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Operations Management
For Competitive Advantage
Chapter 6
Product Design & Process
? Unique skills that constitute the service offering
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? The McGraw-Hill Companies, Inc., 2000
Operations Management For Competitive Advantage ninth edition
CHASE AQUILANO JACOBS
? The McGraw-Hill Companiens,iInnct.h, 2e00d0ition
Operations Management For Competitive Advantage ninth edition
2
ChaFra Baidu bibliotekter 6
Product Design and process Selection – Services
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Operations Management For Competitive Advantage ninth edition
5
Service Businesses
? Facilities-based services