Class Notes
Operations Management textbook notes
CHAPTER 1 * Services are deeds, processes and performances. Interactions between customers and service employees and physical resources. * Roles of services in economy: financial services, manufacturing, distribution services, personal services, government, business, infrastructure * Services are not peripheral activities but rather an integral part of society
* Stage of economic Activity: 1) Quinary- extending human potential (health, education , research) 2) Quaternary- trade and commerce (transportation, com, finance, govt) 3) Teritary- domestic services- restaurants, hotels, laundry 4) Secondary- manufacturing, processing 5) Primary- agriculture, mining
* Clark Fisher Hypothesis: classification of economies by noting the activity of the majority of the workforce.
* PREINDUSTRIAL SOCIETY: productivity is low and bears little evidence of technology. Social life revolves around the extended household, a lot unemployment. Tradition , routine, authority * INDUSTRIAL SOCIETY: production of goods, make more with less. Life is machine paced. Standard of living measured by Quantity of good. Bureaucracy and hierarchy * POST INDUSTRIAL: quality of life, services such as health ,education and recreation. Information is key source. * The consumer service experience is adding value by engaging and connecting with the customer in a personal and memorable way.
* BUSINESS SERVICE EXPERIENCE: value is derived form the coproduction or relationships that we see in a consultancy engagement. This service has three dimensions: 1) CO-CREATION OF VALUE: customer is input to service process and is a co-producer of the value extracted from the relationship 2) RELATIONSHIPS: this relation is a source of innovation and differentiation . long term relations u can tailor needs to customer 3) SERVICE CAPABILITY: able to meet fluctuations in demands while retaining
CHAPTER 1 * Services are deeds, processes and performances. Interactions between customers and service employees and physical resources. * Roles of services in economy: financial services, manufacturing, distribution services, personal services, government, business, infrastructure * Services are not peripheral activities but rather an integral part of society
* Stage of economic Activity: 1) Quinary- extending human potential (health, education , research) 2) Quaternary- trade and commerce (transportation, com, finance, govt) 3) Teritary- domestic services- restaurants, hotels, laundry 4) Secondary- manufacturing, processing 5) Primary- agriculture, mining
* Clark Fisher Hypothesis: classification of economies by noting the activity of the majority of the workforce.
* PREINDUSTRIAL SOCIETY: productivity is low and bears little evidence of technology. Social life revolves around the extended household, a lot unemployment. Tradition , routine, authority * INDUSTRIAL SOCIETY: production of goods, make more with less. Life is machine paced. Standard of living measured by Quantity of good. Bureaucracy and hierarchy * POST INDUSTRIAL: quality of life, services such as health ,education and recreation. Information is key source. * The consumer service experience is adding value by engaging and connecting with the customer in a personal and memorable way.
* BUSINESS SERVICE EXPERIENCE: value is derived form the coproduction or relationships that we see in a consultancy engagement. This service has three dimensions: 1) CO-CREATION OF VALUE: customer is input to service process and is a co-producer of the value extracted from the relationship 2) RELATIONSHIPS: this relation is a source of innovation and differentiation . long term relations u can tailor needs to customer 3) SERVICE CAPABILITY: able to meet fluctuations in demands while retaining