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Operations Management For Services
Operations management for services has the functional responsibility for producing the services of an organization and providing them directly to its customers. It specifically deals with decisions required by operations managers for simultaneous production and consumption of an intangible product. These decisions concern the process, people, information and the system that produces and delivers the service. It differs from operations management in general, since the processes of service organizations differ from those of manufacturing organizations. In a post-industrial economy, service firms provide most of the GDP and employment. As a result, management of service operations within these service firms is essential for the economy. The services sector treats services as intangible products, service as a customer experience and service as a package of facilitating goods and services. Significant aspects of service as a product are a basis for guiding decisions made by service ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Operations Management
Operations management is concerned with designing and controlling the production (economics), production of good (economics), goods and service (economics), services, ensuring that businesses are efficiency, efficient in using resources to meet customer requirements. It is concerned with managing an entire production system that converts inputs (in the forms of raw materials, Manual labour, labor, consumers, and energy) into outputs (in the form of goods and services for consumers). Operations management covers sectors like banking systems, hospitals, companies, working with suppliers, customers, and using technology. Operations is one of the major functions in an organization along with supply chains, marketing, finance and human resources. The operations function requires management of both the strategic and day-to-day production of goods and services. In managing manufacturing or service operations, several types of decisions are made including operations strategy, product ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
HK Central 中環中心 The Center Mall Shop Interior Service Counters Queue Line Barrier Visitors
Hong Kong)., Legally Hong Kong, China in international treaties and organizations. is a special administrative region of China. With 7.5 million residents in a territory, Hong Kong is the fourth most densely populated region in the world. Hong Kong was established as a colony of the British Empire after the Qing dynasty ceded Hong Kong Island in 1841–1842 as a consequence of losing the First Opium War. The colony expanded to the Kowloon Peninsula in 1860 and was further extended when the United Kingdom obtained a 99-year lease of the New Territories in 1898. Hong Kong was occupied by Japan from 1941 to 1945 during World War II. The territory was handed over from the United Kingdom to China in 1997. Hong Kong maintains separate governing and economic systems from that of mainland China under the principle of one country, two systems. Originally a sparsely populated area of farming and fishing villages,. the territory is now one of the world's most significant fina ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Capacity Planning
Capacity planning is the process of determining the production capacity needed by an organization to meet changing demands for its products. In the context of capacity planning, design capacity is the maximum amount of work that an organization or individual is capable of completing in a given period. Effective capacity is the maximum amount of work that an organization or individual is capable of completing in a given period due to constraints such as quality problems, delays, material handling, etc. The phrase is also used in business computing and information technology as a synonym for capacity management. IT capacity planning involves estimating the storage, computer hardware, software and connection infrastructure resources required over some future period of time. A common concern of enterprises is whether the required resources are in place to handle an increase in users or number of interactions. Capacity management is concerned about adding central processing units (CP ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Forecasting
Forecasting is the process of making predictions based on past and present data. Later these can be compared with what actually happens. For example, a company might Estimation, estimate their revenue in the next year, then compare it against the actual results creating a variance actual analysis. Prediction is a similar but more general term. Forecasting might refer to specific formal statistical methods employing time series, cross-sectional data, cross-sectional or longitudinal study, longitudinal data, or alternatively to less formal judgmental methods or the process of prediction and assessment of its accuracy. Usage can vary between areas of application: for example, in hydrology the terms "forecast" and "forecasting" are sometimes reserved for estimates of values at certain specific future times, while the term "prediction" is used for more general estimates, such as the number of times floods will occur over a long period. Risk and uncertainty are central to forecasting an ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Guarantee
A service guarantee is a marketing tool service firms have increasingly been using to reduce consumer risk perceptions, signal quality, differentiate a service offering, and to institutionalize and professionalize their internal management of customer complaint and service recovery. By delivering service guarantees, companies entitle customers with one or more forms of Damages, compensation, namely easy-to-claim replacement, refund or credit, under the circumstances of service delivery failure. Conditions are often put on these compensations; however, some companies provide them unconditionally. Benefits According to Christopher Hart, service guarantees provide the following powerful platforms for promoting and accomplish service quality: * By delivering service guarantees, firms are forced to focus on customers' want and expectation in every aspect of the service. * Guarantees establish clear standards which create a common image of what the company stands for in both customers and ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Recovery
Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. It is the action a service provider takes in response to service failure. By including customer satisfaction in the definition, service recovery is a thought-out, planned process of returning aggrieved/dissatisfied customers to a state of satisfaction with an organization/service. Service recovery differs from complaint management in its focus on immediate reaction to service failures. Complaint management is based on customer complaints, which, in turn, may be triggered by service failures. But since most dissatisfied customers are reluctant to complain, service recovery attempts to solve problems at the service encounter before customers complain or before they leave the service encounter dissatisfied. Both complaint management and service recovery are customer retention strategies. Researchers recently proved that strategies such as value co-c ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Six Sigma
Six Sigma (6σ) is a set of techniques and tools for process improvement. It was introduced by American engineer Bill Smith while working at Motorola in 1986. Six Sigma strategies seek to improve manufacturing quality by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes. This is done by using empirical and statistical quality management methods and by hiring people who serve as Six Sigma experts. Each Six Sigma project follows a defined methodology and has specific value targets, such as reducing pollution or increasing customer satisfaction. The term ''Six Sigma'' originates from statistical quality control, a reference to the fraction of a normal curve that lies within six standard deviations of the mean, used to represent a defect rate. History Motorola pioneered Six Sigma, setting a "six sigma" goal for its manufacturing business. It registered Six Sigma as a service mark on June 11, 1991 (); on December 28, ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Joseph Juran
Joseph Moses Juran (December 24, 1904 – February 28, 2008) was a Romanian-born American engineer, management consultant and author. He was an advocate for quality and quality management and wrote several books on the topics. He was the brother of Academy Award winner Nathan Juran. According to Forbes Magazine, referred Dr. Juran as the "father" of modern day quality management. He wrote the landmark Quality Control Handbook in 1951 which is now in its sixth edition. Juran created the Pareto principle in 1937, also known as the 80-20 rule, which states that 80% of consequences stem from 20% of causes. This principle has been applied by millions of managers who rely on it to help separate the "vital few" from the "useful many." His book, Managerial Breakthrough, first published in 1964, was the first to describe an improvement process that has evolved into Lean and Six Sigma, manufacturing standards. In 1979 he founded the Juran Institute, a training and consulting firm and in 19 ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Baldrige Awards
The Malcolm Baldrige National Quality Award recognizes U.S. organizations in the business, health care, education, and nonprofit sectors for performance excellence. The Baldrige Award is the highest formal recognition of the performance excellence of both public and private U.S. organizations given by the President of the United States. It is administered by the Baldrige Performance Excellence Program, which is based at and managed by the National Institute of Standards and Technology (NIST), an agency of the U.S. Department of Commerce. The Baldrige Performance Excellence Program and the associated award were established by the Malcolm Baldrige National Quality Improvement Act of 1987 (Public Law 100–107). The program and award were named for Malcolm Baldrige, who served as United States Secretary of Commerce during the Reagan administration, from 1981 until Baldrige's 1987 death in a rodeo accident. The first award was given November 13, 1988. By 1991, ''The New York Times' ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Quality Management
Total quality management, Total Quality management (TQM), ensures that an organization, product, or service consistently performs as intended, as opposed to Quality Management, which focuses on work process and procedure standards. It has four main components: quality planning, quality assurance, quality control, and quality improvement. Customers recognize that quality is an important attribute when choosing and purchasing products and services. Suppliers can recognize that quality is an important differentiator of their offerings, and endeavor to compete on the quality of their products and the service they offer. Thus, quality management is focused both on product and service quality. Advancement In earlier periods, arts and crafts were led by Master craftsman, master craftspeople or artists who supervised studios, trained apprentices, and oversaw the product development process. With the advent of the Industrial Revolution, steam engines, and mass production, the role of crafts ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
SERVQUAL
SERVQUAL is a multi-dimensional research instrument designed to capture consumer expectations and perceptions of a service along five dimensions (originally ten), which are said to represent service quality. SERVQUAL is built on the expectancy–disconfirmation paradigm, which, in simple terms, means that service quality is understood as the extent to which consumers' pre-consumption expectations of quality are confirmed or disconfirmed by their actual perceptions of the service experience. The SERVQUAL questionnaire was first published in 1985 by a team of academic researchers in the United States, A. Parasuraman, Valarie Zeithaml and Leonard L. Berry, to measure quality in the service sector. In its introduction, the survey represented a breakthrough in the measurement methods used for service quality research. The diagnostic value of the instrument is supported by the ''model of service quality'' which forms the conceptual framework for the development of the scale (i.e. i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Profit Chain 2
Service may refer to: Activities * Administrative service, a required part of the workload of university faculty * Civil service, the body of employees of a government * Community service, volunteer service for the benefit of a community or a punishment that may be imposed by a court * Fan service, a Japanese term referring to something which is specifically designed to entertain fans * Feudal service, see Feudal land tenure in England * Funeral or memorial service * Military service, serving in a country's armed forces * Public service, services carried out with the aim of providing a public good * Selfless service, a service which is performed without any expectation of result or award Arts, entertainment, and media * ''Service'' (album), a 1983 album by Yellow Magic Orchestra * ''Service'' (film), a 2008 film * ''Service'' (play), a 1932 play by British writer Dodie Smith * Service (record label), a Swedish record label * "Service" (''The Walking Dead''), a 2016 televis ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
