Service operation management

Recently, the development of faster and smaller computers, intelligent systemsand the World Wide Web has opened new opportunities for operations, manufacturing, production, and service systems.

This was based on the innovative idea of flying all packages into the single airport in Memphis Tenn by midnight each day, resorting the packages for delivery to destinations and then flying them back out the next morning for delivery to numerous locations.

Include a bibliography of sources and cite sources throughout your report. Students who attend class discussion on the day the assignment is due will receive 5 "discussion" points, which will be added to their assignment.

It was in the late eighteenth century that Eli Whitney popularized the concept of interchangeability of parts when he manufactured 10, muskets. With this innovative system customers were able to search for products they might like to buy, enter the order for the product, pay online, and track delivery of the product to their location, all in two days.

ITIL Service Operation

In Ford Whitman Harris published his "How many parts to make at once" in which he presented the idea of the economic order quantity model. Choices in the organizational area involve: Operations management[ edit ] Although productivity benefited considerably from technological inventions and division of labor, the problem of systematic measurement of performances and the calculation of these by the use of formulas remained somewhat unexplored until Frederick Taylor, whose early work focused on developing what he called a "differential piece-rate system" [11] and a series of experiments, measurements and formulas dealing with cutting metals [12] and manual labor.

Self-service[ edit ] Self-service is in wide use. Other operational issues include the management of inventory levels, including work-in-process levels and raw materials acquisition; quality control ; materials handling; and maintenance policies.

A comprehensive framework for quality improvement in organizations [23]. Work sampling is used to measure the random variable associated with the time of each task. With the growth in Bring Your Own Device BYOD initiatives, you need to manage personal devices with the same rigor as any other corporate-owned device.

This course will combine operations, marketing, and human resources aspects of services using both text material and cases. Joseph Orlickly and others at IBM developed a push approach to inventory control and production planning, now known as material requirements planning MRPwhich takes as input both the master production schedule MPS and the bill of materials BOM and gives as output a schedule for the materials components needed in the production process.

Choices in production technology involve: To expose students to primary and secondary research tools utilized by service managers to effectively run their organizations. ABC analysis is a method for analyzing inventory based on Pareto distributionit posits that since revenue from items on inventory will be power law distributed then it makes sense to manage items differently based on their position on a revenue-inventory level matrix, 3 classes are constructed A, B and C from cumulative item revenues, so in a matrix each item will have a letter A, B or C assigned for revenue and inventory.

For example, service operation should include a strategy for improvement initiatives. What are the dominant factors in selecting a location?

A blueprint flowchart shows every step in the process and can be used to illustrate the process and improve it. In Walter Shewhart introduced the control chart through a technical memorandum while working at Bell Labscentral to his method was the distinction between common cause and special cause of variation.

The guild system, operating mainly between andconsisted of two types: The final grade will be determined as follows all dates are subject to change: Each provider or manufacturer wants to lead the market in its specific industry.

Services that were previously customer-routed have been moved down the diagonal to be more efficient and accepted by customers.

Service Operations Management

Include a bibliography of the sources used including interviews, articles, organizational information, etc. He described the problem as follows: Division of labor has always been a feature from the beginning of civilizationthe extent to which the division is carried out varied considerably depending on period and location.

It provides a means for describing the service business from an operations point of view. Paramount Arts District 3 projects St.Service Operations We scrutinize operations in distributed networks, outlets, back offices, and other functions to determine delivery options that best serve the business strategy.

We help clients transform their service operations to and beyond their expectations, while achieving business goals related to cost and profitability. Operations management is the administration of business practices to create the highest level of efficiency possible within an organization.

It is. Service Recovery Measure the costs Listen closely for complaints Anticipate needs for recovery Act fast Train employees Empower front line Close the loop Yield Management Purpose is to sell the right capacity to the right customer at the right price.

Operations management is an area of management concerned with designing and controlling the process of production and redesigning business operations in the production of goods or services. Operations management for services has the functional responsibility for producing the services of an organization and providing them directly to its customers.

(pp6–7) It specifically deals with decisions required by operations managers for simultaneous production and consumption of an intangible product.

These decisions concern the. Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services.

This book is ideal for undergraduates, postgraduates or executives /5(18).

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Service operation management
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