Professional Documents
Culture Documents
Understanding customers
and relationships
Slide 4.2
Connect Deliver
Implement Improve
Slide 4.4
Suppliers
Disposal
Recycling/Remanufacturing
Supplier
Service Service
Provider Customer
Design
Customer-Supplier Duality
Service Supply Relationships are Hubs, not
Chains
Customer Supplied Inputs Can Vary In Quality
Slide 4.11
Trust •Built between individuals (client and •Built between customer and organization
consultants) in the course of the involvement largely by reliability (delivery by promise)
•May involve significant amounts of •Scope strictly limited to providing value-for-
confidential and sensitive information money meals in safe surroundings
BK video
Slide 4.18
Contract
Partnership
Strategic alliances
Partnering
Joint ventures
Networks
Slide 4.19
Supply chain
◦ The set of network that join together internal and
external suppliers with internal and external
consumer
Supply chain management (SCM)
◦ Managing the network and the flow of information,
materials, services and customer
Slide 4.20
Requires consideration:
◦ Cultural differences
◦ Technology transfer
◦ Operations organizational structure
◦ The role of each unit in the network
◦ Location decisions
◦ Choice of partners and suppliers.
Slide 4.23
Slide 4.24
MANAGING MANAGING
DEMAND CAPACITY
Partitioning Increasing
demand customer
Developing participation
Sharing
complementary
capacity
services
Establishing
Scheduling
price
Cross- work shifts
Developing incentives
reservation training
systems employees
Promoting Creating
off-peak adjustable
Using
demand capacity
part-time
employees
Yield
management
11-24
Slide 4.25
Value
• cost
• waiting time
• quality of service (perceived)
experience
Capacity scheduling
‘How to use capacity?’ Customer
•Staffing • Price
•Case management • Customer satisfaction
•Material management
Service
concept
Capacity planning
‘How much capacity Demand management
to make available’ • demand pattern
• personnel • appropriate policy
• equipment • segmentation
• infrastructure
Slide 4.28
12-31
Slide 4.32
12-32
Slide 4.33
12-33
Slide 4.34
12-34
Slide 4.35
12-35
Slide 4.36
Slide 4.37
6-37
Slide 4.38
6-38
Slide 4.39
Slide 4.40