Serv ice Sy ste m

St ruct ure s/
Operatin g St ructu re s
To pic 1b
 Service Encounter

The actual interaction point between a customer

and a service provider.
 Operating definition
An op era ti ng system i s a c onfig urati on o f reso urces ,
combin ed fo r the fu ncti on/pu rpo se of ma nufa ctu re ,
tr anspo rt , su ppl y or servic e .

• Manufa ctu re :
– phy sic al tra nsfo rma ti on
– cha ng e o f fo rm utility
• Tr anspo rt
– so methi ng /so meo ne mo ves
– cha ng e o f pl ace u tili ty
• Suppl y
– cha ng e o f o wner ship/po ssessio n
– cha ng e o f po sse ssi on u tili ty
• Se rv ice
– tr ea tment or a ccommo da tio n
– cha ng e o f sta te o r con diti on u ti lity
 OPERATIONS
MANAGEMENT
The p roc ess w hich p ro vi des g oods
an d services
Inputs Process Outputs

People Manufacture Goods & service

Facilities Supply
Equipment Transport
Materials Service
Information
Desi gn ing an d In ter pret ing Codes for
the
STR UC TUR E of OP ERAT ING
SYST EMS
INPUTS PROCESS OUTPUTS

Materials Manufacture Goods

Machines Supply Services
Labour Transport
Service

INPUT OR OUTPUT
FUNCTION RESOURCE
FLOW
STORAGE
CUSTOMER
Ide nt if ying C od es in t he
Syst em
= the process (combining of
resources to add value.
= “store” or queue of
resources (waiting to enter
the system).
= the customer (internal or
external).

= the flow of resources through

the system.
 ST RUC TURE of 7 OP ERAT ING
SYST EMS
1) SOS
2) DOS
3) SOD
4) DOD
5) SCO

6) DQO

7) SQO

S - stock O - operate/function from D - direct to C - customer Q - customer queue

 Pro du ction and Supply
St ructu res
S - Stock
O -operate/function from
D -direct to
C- customer
Q- customer queue

(1) C SOS

(2) C DOS

(3) C SOD

(4) C DOD
 Se rvic e
S - Stock St ru ctu res
O -operate/function from
D -direct to
C- customer
Q- customer queue
SCO
(5) C
DQO
(6)
C
SQO
(7)

C
 Ac ti vi ty : Op era ti ng Syste m
St ruc tures
1. Draw each of the service system
structures identified in your text.
2. Identify the example for each provided in
the text and ensure that you recognise
each of the steps shown.
3. Find another example of your own for each
of the structures.
4. Match the code for each system.
 You r turn!
Identify which of Wright & Race (2004), p5
these operating
system structures 1. tax office 7. emergency ward
would most likely
2. ambulance 8. furniture removal
apply to each of
the activities
3. fire service 9. laundrette
provided in the
exercise 4. retail shop 10. insurance broker
alongside.
Match the system to 5. dentist 11. commuter bus
its abbreviated
code. 6. hotel 12 architect
 A Fra mew ork f or
Ap proac hin g Case St udies
Identify the following:
1. The nature of operations
– Is it service? Manufacturing? %?
– What are the inputs?
– What are the objectives – mission and policy; feasibility?
– What is the service system structure?

2. The constraints and challenges

What are they? (link to the various aspects of 1a.)

3. Draw the system structure. Describe the system

required by the new process.

• Implications for existing operations

 Ca se Stu dy
Read the attached case study “When
NICE is not good enough”.
Consider the details as described in “A
Framework for Approaching Case
Studies” as you read.
Answer the questions as written.
 Ca se Stu dy
Read the Case Study “When NICE isn’t good
enough”. pp.15-18.
2. Identify language, concepts which are
not familiar to you (ready to discuss in
class).
3. Answer the discussion questions 1 and 2.