Journal of Operations Management 20 (2002) 121–134 The service concept: the missing link in service design research? Susan Meyer Goldstein a ‚ ∗ ‚ Robert Johnston b ‚ JoAnn Duffy c ‚ Jay Rao d a Department of Operations and Management Science‚ University of Minnesota‚ 321 19th Avenue S‚ Minneapolis‚ MN 55455‚ USA b Warwick Business School‚ University of Warwick‚ Coventry CV4 7AL‚ UK c Gibson D. Lewis Center for Business and Economic Development‚ Sam Houston State University‚ Huntsville
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Definitions of Operations management Operations management refers to the administration of business practices to create the highest level of efficiency possible within an organization. Operations management is concerned with converting materials and labor into goods and services as efficiently as possible to maximize the profit of an organization. Operations management is an area of management concerned with overseeing‚ designing‚ and controlling the process of production and redesigning business
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consumption. Service Organization: Organization that produces intangible goods that require consumer participation and cannot be stored. Operation Management: Complex management activity that includes planning production‚ organizing resources‚ directing operations and personal and monitoring system performance. Productivity: Measure of how well an operations system functions and indicators of the efficiency and competitiveness of a single firm of department. Human Capital: An organizations
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Case Questions – Pizza Hut and Domino’s Pizza 1. What obstacles Pizza Hut faces when contemplating its entry to the delivery market? Do these obstacles differ across franchised and corporate outlets? Should Pizza Hut enter the home delivery market? 2. Compare performance measures and the strategies and of Pizza Hut and Domino’s? How does the structure of each chain reflect its strategy? 3. Does Domino’s supply chain support its brand and its overall strategy? Does it provide a competitive
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2. Executive summary. 3. History of Pizza. 4. Introduction and History of Pizza Hut. 5. About Pizza Hut. 6. Pizza Hut Mission Statement. 7. Description of Report (Marketing Strategies). a) Marketin EXECUTIVE SUMMARY During the past four decades Pizza Hut has built a reputation for excellence that has earned the respect of consumers and industry experts alike. Building a leading pizza company has required relentless innovation
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------------------------------------------------- 3. Operations strategy ------------------------------------------------- 3.1 Cost ------------------------------------------------- 3.2 Quality ------------------------------------------------- 3.3 Delivery speed ------------------------------------------------- 3.4 Delivery reliability ------------------------------------------------- 3.5 Demand management ------------------------------------------------- 3.6 Innovation
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Pronto Pizza Revisited This time‚ Mr. Scapelli managed to eliminate the biases in the data through selecting the every 10th pizza delivery order and letting the customers inform their own pick-up times. The data is fine and appropriate for statistical use‚ and hence we can go through the statistical calculations. Statistical Efforts Using Excel‚ we found the standard deviation and mean of the sample data for the total delivery time‚ preparation time‚ waiting time and travel time. First
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DOMINO’S PIZZA “Strategic and Financial analysis of Domino’s Pizza‚ Leadership of Deliver’s Pizza which representing ¼ of the global fats food’s market in UK” Salford Business School B.Sc. (Hons.) Business and Management Studies Iut de Roanne DUETI Academic Year 2009 - 2010 Clara Lacroix Clara.lacroix@bvra.univ-st-etienne.fr Mme Latuillere 2 CONTENTS INTRODUCTION EXECUTIVE SUMMARY I/ STRATEGIC ANALYSIS: A- Analyzing the strategic environment 1- PESTEL a) Political and Economic
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Chapter 2 Problems 5 A U.S. manufacturing company operating a subsidiary in an LDC (less developed country) shows the following results: U.S LDC Sales (units) 100‚000 20‚000 Labor (hours) 20‚000 15‚000 Raw Materials (currency) $20‚000 FC 20‚000 Capital Equipment (hours) 60‚000 5‚000 a. Calculate partial labor and productivity figures for the parent and the subsidiary. Do the result seem misleading? b. Compute the multifactor productivity figures for labor and
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EXAMINATION I NAME: __________________________________________________________ 1. David Upton is president of Upton Manufacturing‚ a producer of Go-Karts tires. Upton makes 2500 tires per day with the following resources: Labor: 50 hours per day @15.00 per hour Raw Material: 20‚000 lbs. per day at @ $3 per lb Energy: $5‚000 per day Capital: $10‚000 per day a) What is the labor
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