Beruflich Dokumente
Kultur Dokumente
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Learning Objectives
1. Understand the definition of operations management. 2. Understand the transformation process 3. Contrast differences between services and goods producing processes. 4. Define efficient and effective operations. 5. List the challenges faced by operations managers
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Input resources
Transformation process
Customers
Outputs are products and services that add value for customers
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Customers
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Operations strategy
Operations management Input resources Design Improvement Output products and services Customers
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1. Services are intangible 2. Services requires some interaction with the customer 3. Services are inherently heterogeneous 4. Services are perishable and time dependent 5. Services are defined and evaluated as a package of features
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Value-Added Services
Value-added services differentiate the organization from competitors and build relationships that bind customers to the firm in a positive way. Information Problem Solving Sales Support Field Support
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Servitization Strategies
Servitization refers to a company building service activities into its product offerings for its current users
Maintenance, spare parts, training, and so on
Success starts by drawing together the service aspects of the business under one roof Servitization may not be the best approach for all companies
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Efficiency: Doing something at the lowest possible cost Effectiveness: Doing the right things to create the most value for the company Value: quality divided by price
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Key Questions
1. What role should the operations function play in achieving strategic success? 2. What are the performance objectives of operations and what are the internal and external benefits which derive from excelling in each of them?
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