...primary care physician operates a sound business practice that, at times, seems to suffer from several forms of waste. In your role as a dedicated patient engaged in the study of operations management, you are in a unique position to offer an analysis of your doctor’s business operation to provide recommendations for improvement. Consider the common interpretation of service processes in use at many organizations, which is used to identify four variants of a service process: 1. The process that is formally defined and recorded in a business document. 2. The process that everyone generally believes exists. 3. The process as it actually exists. 4. The process that should exist to deliver what the customer really wants. Using your arrival at the doctor’s office as a starting point in the process, create a document that focuses on the process of visiting your doctor for a flu shot. Be sure your document incorporates the following: • Introduction – describe what you intend to do and how you will approach the task. • A simple flow chart that maps the sequence of operations for variant #1 and/or #2 above. While you may need to make certain assumptions in your description of variants #1 and #2, your process map should include, at a minimum, all components of the process that are visible to the patient. You may choose to combine your analysis of the first two variants due to lack of information on either one. • A flow chart that maps the process that actually exists (variant #3). ...
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...Alabama Long-Arm Statute AL ST RCP 4.2 (2003) Rule 4.2. Process: Basis for and methods of out-of-state service. (a) Basis for Out-of-State Service. (1) When proper. Appropriate basis exists for service of process outside of this state upon a person in any action in this state when: (A) the person is, at the time of the service of process, either a nonresident of this state or a resident of this state who is absent from the state, and; (B) the person has sufficient contacts with this state, as set forth in subdivision (a)(2) of this rule, so that the prosecution of the action against the person in this state is not inconsistent with the constitution of this state or the Constitution of the United States, or, the person is sued in the capacity of executor, administrator, or other personal representative of an estate for the acts of omissions of a decedent or ward, and the person so sued does not otherwise have sufficient contacts with this state in that capacity, but the decedent or ward would have been deemed to have sufficient contacts with this state if the action could have been maintained against the decedent or ward. (2) Sufficient contacts. A person has sufficient contacts with the state when that person, acting directly or by agent, is or may be legally responsible as a consequence of that person’s: (A) transacting any business in this state; (B) contracting to supply services or goods in this state; (C) causing tortious injury or damage by an act...
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...Executive Summary - Process Design Matrix Sayurii Slade OPS/571 March 25, 2015 Cody Smith Appendix A - Process Design Matrix |Process Design Aspect |Drive-thru Car Wash (Service) |Portable Generators (Product) | |Design focal point |Customer |End user | |Strategy |Speedy delivery, customer treatment | | |Process design approach |Designing for the customer, easy access |Contract manufacturer, access to a variety | | |to car wash stations |of markets, increase customer benefits, | | | |difficult to imitate, design for the | | | |customer | |Process map |Flow chart |Service blueprint | |Process Performance Measurement |Customer surveys, mean, standard |Production cycle, defects, time to market, | | ...
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...Chapter-1 SUMMERY Services means- Services are deeds, processes and performances. For example, Intel officers repair services for its equipments, consulting services for IT and E-commerce applications, web design services and training services for mass people. All these are deeds, processes and utilities comprise primary deeds and actions performed for customers. Compatible with this simple definition, services include economic activities whose output is not a physical product, are generally consumed at the time they are produced, provide added value in the form of amusement, comfort and convenience etc. and are essentially intangible concerns of the first purchaser. Difference between Service and customer service Services are deeds, processes, performances, and performances of a wide range of industries. Customer service is the service provided in support of a company’s core products. Customer services includes answering questions, taking orders, dealing with billing issues, handling complaints and scheduling repairs or maintenance. Why service marketing is essential for: Service based economy: Service marketing concepts and strategy developed in response to the tremendous growth of service industries, resulting their increased importance to the world economy. Service as a business imperative in manufacturing and IT: Early in the development of service, marketing most of the interest came from service industries like banking and health care. Now manufacturing and IT industries...
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...J. Service Science & Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components: back-stage...
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...Table of contents: EXECUTIVE SUMMARY .................................................................................................................. 3 BACKGROUND ................................................................................................................................... 4 PROBLEM STATEMENT ................................................................................................................ 4 DATA ANALYSIS ............................................................................................................................... 4 MANAGERIAL CHALLENGES ....................................................................................................... 5 OWNER-OPERATOR RELATIONSHIP .................................................................................. 5 ORGANIZATIONAL STRUCTURE ........................................................................................... 6 TECHNOLOGY INTEGRATION. KEY CARDS ...................................................................... 8 QUALITY ......................................................................................................................................... 9 HOTEL LAYOUT ........................................................................................................................... 9 F&B FACILITIES ........................................................................................................................ 10 ANALYSYS OF ALTERNATIVES.......
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... Exceptional Service, Exceptional Profit The Secrets of Building a Five-Star Customer Service Organization Leonardo Inghilleri and Micah Solomon ©2010 Leonardo Inghilleri and Micah Solomon Adapted by permission of AMACOM, a division of The American Management Association ISBN: 978-0-8144-1538-2 Introduction The key to a successful business is customer loyalty. Building enduring business relationships is a timeless strategy that transcends factors that are out of a service organization’s control, including technological changes, economies of scale, and exchange rates. Solid customer loyalty serves as insurance against the risks of a commodity being viewed as replaceable or interchangeable. In Exceptional Service, Exceptional Profit, Leonardo Inghilleri and Micah Solomon share a variety of techniques pioneered by the Ritz-Carlton hotel chain, Netflix movie rental service, and other companies that have earned a loyal customer base. From mastering the four elements of customer satisfaction to handling service failures to personalizing the online experience, organizations can make the shift from reactive to anticipatory service and build a base of clients that will keep coming back for more. Satisfaction Guaranteed Inghilleri and Solomon consider customer satisfaction a prerequisite to establishing loyalty. Although satisfied customers are still at risk of being wooed away by a competitor, they will believe a business offers a reasonable product or service and, if asked...
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...Western Union is a Fortune 500 company, and its logo is ranked among the world’s Top 50 Brands. Vision: To become a dynamic business oriented organization, serving the needs of customers and other stakeholders. Mission: Western union aims to provide the best money transfer service. They serve the needs of customers by providing a simple, fast and reliable international money transfer service. Slogan: The fastest way to send and received money worldwide. Industry: Financial services Founded: 1851 Founder: Ezra Cornell Headquarter: Englewood, Colorado Application of 7ps in Western Union Money Transfer & Service Creation and Delivery 01. Product Product is deep core heart of an organization. Success of an organization depends on the quality of a product. In case of service product is invisible. Service product lies at the heart of a firms marketing strategy. If a product is poorly designed, it would not create meaningful value for customers, even if the rest of 7ps are well executed. So the marketer’s job is to visualize the product in front of the customer. Product can be classified in different ways: * Core product * Supplementary product Core product: Core product or service is the central component that supplies the principle to the customer. Supplementary product: Supplementary service augments the core product. Those services enhance value and...
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...Food and beverage production and service systems: 3 1.0 Introduction 3 1.1 The characteristics of food production and food and beverage service systems 3 1.2 Factors affecting menus and recipes for specific systems 5 1.3. Comparison of the cost and staffing implications for different systems. 6 1.4. Justification of the systems' suitability for specific food and beverage outlets 7 LO2, The financial controls employed in food and beverage operations 8 2.1 The use of financial statements in food and beverage operations. 8 2.2 Demonstration of the cost and pricing progress 9 2.3 Analyze the purchasing process 10 The demand of equipment and supplies 11 LO3 Devising menus for hospitality events 12 3.1 Compiling food and beverage menus for hospitality event 12 3.2 Justification of the selection and suitability of recipes for menus 13 LO 4 Being capable of providing food and beverage services for hospitality events. 14 4.1 Planning food and beverage service for a hospitality event having a budget 14 4.2 Implementation of the planned service standards of quality and health, safety and security 15 4.3 Evaluation of the factors determining the success of the service and recommendations for improvement 15 4.31 Recommendations 16 5.0 Conclusion 16 6.0 References 18 Food and Beverage Operations Management LO 1 Food and beverage production and service systems: 1.0 Introduction ...
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...Assessment 1 – Question and Answer 1) Discuss any four ways in which you can monitor your team’s ability to meet customer service standards. Customer feedback - the customer is the only person who can tell the company how their work is useful/helpful (as the company works to satisfy their necessities). Their feedback let the company measure their satisfaction and with this information they can improve their services / products. Team meetings – the staff deal with the customers or at least make part in the service/product which is going to be delivery to the customer. If a problem happens and the customer doesn't write a feedback about it, but just gently comment with the staff about it. This small feedback is really important and is a good idea to raise it in a meeting. Other example is if the same problems is occurring with another team member, it can be same problem or same situation occurring with different customers. It worth bring up everything that we can in a team meeting. Direct observation – is the manager responsibility to watch the staff while they are working. The manager needs to make sure that the receptionist knows how to treat and talk with the customer, the cleaner is not leaving any place dirty or incomplete, etc. And not only the manager, a team member can also help another one to improve their skills at work. Review of returned goods – if a product had a problem and the customer complained and returned it, it’s necessary to report the problem correct...
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...the direction and control of inputs that transform processesinto products and services. Answer: True Reference: Operations Management Across the Organization Difficulty: Easy Keywords: operations management, inputs, process, transformation2. As a functional area of a business, Operations translates materials and services into outputs. Answer: True Reference: Operations Management Across the Organization Difficulty: Easy Keywords: operations management, inputs, process, transformation3. The three main line functions of any business include Operations, Finance and Marketing. Answer: True Reference: Operations Management Across the Organization Difficulty: Easy Keywords: operations management, inputs, process, transformation4. Support functions in an organization include Operations, Finance and Marketing. Answer: False Reference: Operations Management Across the Organization Difficulty: Easy Keywords: operations management, inputs, process, transformation5. Support functions in an organization include Accounting, Human Resources and Engineering. Answer: True Reference: Operations Management Across the Organization Difficulty: Easy Keywords: operations management, inputs, process, transformation6. A process involves transforming inputs into outputs. Answer: True Reference: A Process View Difficulty: Easy Keywords: process, inputs, outputs Chapter 1 Competing with Operations 2Copyright ©2010...
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...Maintain a excellent Airline safety record: # of flights/safe landings - Be profitable - Maintain a high Stock Price - Maximize Airplane Utilization (hrs) - Consistently providing high service standards at in a cost-effective manner. What is jetBlue’s strategy? - JetBlue is positioned to capture business from small and medium-sized businesses as well as leisure travelers - “We’re a new kind of low-fare airline, with deep pockets, new planes, leather seats with more legroom, great people and innovative thinking. With our friendly service and hassle-free technology, we’re going to bring humanity back to air travel.” - “The strategy was to use new airplanes, offer great personal service, create a state-of-the-art revenue management system, and a single class of service with fares averaging 65% less than the competition” - Differentiation by: o being adequately capitalized from the onset o owning new aircraft and not leasing o tailoring customized employment packages to employees vis-a-vis a standardization approach o “improve the passenger experience with technology, and would use technology to increase employee and aircraft productivity even beyond the record levels achieved by Southwest.” - Focus by: o “leveraging technology and people to deliver a low-cost high service experience” o attracting top talent that wanted to “do it right from the start” o basing its hub in an “enormous population center, with 19 million people living within a 60-mile radius...
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...essential key business function that overlaps with the other business functions such as marketing, finance and human resources management. Strategic means ‘affecting all key business areas’; that is, the strategic role of operations management involves operations managers contributing to the strategic plan of the business. Some of the different costs in the operations function include; input costs, labour costs, processing costs, inventory costs and quality management costs. Cost leadership involves aiming to have the lowest costs or to be the most price-competitive in the market. A key aspect to cost leadership is that although trading with the lowest cost, the overall business should still be profitable. One aspect of cost leadership arises from a business creating economies of scale. Economies of scale refers to cost advantages that can be created as a result of an increase in scale of business operations. Typically the cost savings come from being able to purchase lower cost per unit and from efficiencies created through improved use of technology and machinery. Goods/services differentiation is a key strategy applied by operations managers. Product differentiation means distinguishing products in some way from its competitors. Ways a product could be differentiated include: varying the actual product features, varying product quality, varying any improved features, varying the amount of time spent on a service, varying level of expertise brought to a service, varying qualifications...
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... Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and advocacy websites often accept and publish complaints. Publishing complaints on highly visible websites increases the likelihood that the general public will become aware...
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...customer service problem? Why or why not? The issues that Jose` Ortega discovered concerning Handy Andy are customer service problems. The customer does not recognize the separate segments of the supply chain; they only acknowledge the supply chain as Handy Andy as a whole entity. There were several “service failures” throughout this case. Although it was not noted that there were lost, damaged or incorrect deliveries; there was still a disconnect in service that left the affected customers dissatisfied. Service failures dictate crucial “moments of truth” for a retailer and its customers. These moments are vital to whether a customer will repeat business with the retailer. The first service failure discovered was that factory distributors were stealing the current customers of the smaller retailers by discrediting the retailers and Handy Andy, Inc. The customers were told they would not get quality service unless they dealt directly with the factory distributors. It was also noted that Handy Andy’s warranty policy came under attack. Second, some customers stated that when they ordered units from the retailer, the delivery too longer than expected, some units were never installed and the installation technician rarely spoke to them. These practices undermined the customer expectations and negatively affected customer loyalty. In this case, Handy Andy’s customers are unlikely to repatronage a company that seemed untrustworthy and gave poor customer service during...
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