·运筹管理 operations management ch09.ppt

Chapter 9 Service Operations Planning and Scheduling Overview Introduction Scheduling Quasi-Manufacturing Service Operations Scheduling Customer-as-Participant Service Operations Scheduling Customer-as-Product Service Operations Wrap-Up: What World-Class Companies Do Introduction Services are operations with: Intangible outputs that ordinarily cannot be inventoried Close customer contact Short lead times High labor costs relative to capital costs Subjectively determined quality Introduction Facts about service businesses: Enormous diversity Service businesses can be any size Twice as many non-retail service businesses as retail Technical training important due to significant dependence on computers, automation and technology Introduction Other Facts about service businesses: Service workers well paid relative to manufacturing Need better planning, controlling, and management to stay competitive Some of the Largest Service Businesses Rank in the top 20 US Corporations: ATT Wal-Mart Citigroup State Farm SBC Communications Sear, Roebuck Company Spectrum of Service Industries Transportation Banking Retailing Health Care Entertainment Insurance Real Estate Communications Utilities … and more No Clear Line BetweenManufacturing and Service Firms Every business, whether manufacturing or service, has a mix of customer service aspects and production aspects in its operations Manufacturing has much to learn from services that excel Services have much to learn from manufacturers that excel Manufacturing and Service Jobs Percentage of US Jobs 1988 1998 2008* Manufacturing Jobs 16.1% 13.4% 11.6% Service Jobs 66.2 70.8 73.9 * Projected Operations Strategies Positioning strategies contain two elements: Type of service design Standard or custom Amount of customer contact Mix of physical goods and intangible services Type of production process Quasi-manufacturing Customer-as-participant Customer-as-product Types of Servi