• Babson College

• SME 2002 Operations Management   Cheat Sheet  

Service management: What is a service: a service is more than just a process – Factors: the environment, the people and the quality of service. Define service based on their PROCESS TYPES,
Degree of interaction, Customization (manufacturing view) – TANGIBILITY: service dimension (interaction with customers) – service image results from a complex interaction of all of the aspects of
service, both tangible and intangible, that are perceived by the customers. Service Concept: WHAT (customer value proposition), HOW (how the design is implemented – service delivery system), WHO
(relates to buying and providing service markets) – WHAT IMAGE;
Types of services: service requirements differ even for the same type of service – POSITIVE service: look forward to some with great expectations (wish-list), compete with all other positive services
across all positive industries for both discretionary dollars and time, may be used with greater FREQUENCY and become HABIT; ROUTINE: use it as a daily basis, majority of services, most familiar,
compete with similar services within an industry; NEGATIVE: hope never to use/infrequently, compete with like services though info available for customers is limited (poorly informed) (speed? Tech?)
Professional services: Though users may be able to evaluate service outcomes, they are sometimes poorly equipped to diagnose and evaluate service alternatives. (Limitation of customer/client evaluation)
(M&L approach: personal interaction and customization as the essence of professional services: high customization and high customer interaction level) Comparing service processes (care more
about the delivery process) with manufacturing processes: difference: RM & FG; similarities: Volume & Degree of customization – SERVICE CLASSIFICATION, similar to manufacturing process
(WHEELWIRHT: project - one/one – batch – self-service – automatic (increasing volume). Can be studied using Process Analysis thinking (a part of the service will be regarded as TASK and
calculate its CAPACITY or CYCLE TIME) Queuing system: customers population – customer arrivals – queue/line – servers – exit, DRAW A CHART: customer #, arrival time, wait? Start time, finish
time – QUANTFY