全球運(yùn)營(yíng)管理課件newgom12-service-wenkub
2022-11-02 11:33:43 本頁(yè)面
【正文】 roduct ?Output can be inventoried ?Low customer contact ?Long response time ?Regional, national, or international markets ?Large facilities ?Capital intensive ?Quality easily measured ?Intangible, perishable product ?Output cannot be inventoried ?High customer contact ?Short response time ?Local markets ?Small facilities ?Labor intensive ?Quality not easily measured 制造業(yè)與服務(wù)業(yè)組織的特征統(tǒng)一 更趨向于制造業(yè)組織 更趨向于服務(wù)業(yè)組織 ?有形的、耐用產(chǎn)品 ?產(chǎn)品可以庫(kù)存 ?客戶聯(lián)絡(luò)不 多 ?回應(yīng)時(shí)間長(zhǎng) ?區(qū)域、國(guó)家，或國(guó)際市場(chǎng) ?大型設(shè)備 ?資本密集 ?質(zhì)量易于衡量 ?無(wú)形的、易逝產(chǎn)品 ?產(chǎn)品不可以庫(kù)存 ?客戶聯(lián)絡(luò)頻繁 ?回應(yīng)時(shí)間短 ?當(dāng)?shù)厥袌?chǎng) ?小型設(shè)備 ?勞動(dòng)力密集 ?質(zhì)量不易衡量 Vending machines Automated car washes Motion picture theaters Dry cleaning Taxis Excavating Airlines Computer time sharing Lawn care Guards Janitorial services Appliance repair Plumbing repair Executive recruiting Lawyers Manage ment Accountant Auto Mon. by relatively unskilled Operated by skilled Unskilled labor Skilled Labor Pro EquipmentBased PeopleBased Service Services 自動(dòng)販賣機(jī) 自動(dòng)化汽車 清洗 電影院 干洗 出租車 挖掘 航空公司 計(jì)算機(jī)分時(shí) 技術(shù) 草坪維護(hù) 警衛(wèi) 看守服務(wù) 電器維修 管道維修 高級(jí)管理 人員招募 律師 管理人員 會(huì)計(jì) 自動(dòng) 相對(duì)簡(jiǎn)單 的工作 由熟練工 操作 無(wú)須技術(shù) 的勞動(dòng) 需要技能的 勞動(dòng) 專業(yè)人員 以設(shè)備為基礎(chǔ) 以人為基礎(chǔ) 服務(wù) 服務(wù) Service Package (1 of 4) ? Supporting facility The physical resources that must be in place before a service can be offered 1. LocationIs it centrally located? 2. Interior decoratingIs the proper mood established? 3. Supporting equipmentDoes the dentist use a mechanical or air drill? 4. Architectural appropriatenessUnique recognizable feature of a blue tile roof. 5. Facility layoutIs there a natural flow of traffic? Examples: Golf course, ski lift, hospital, airplanes 服務(wù)包（ 1/4） ?支持設(shè)施 在提供某項(xiàng)服務(wù)之前，物質(zhì)資源必須到位 1. 地點(diǎn) －是否處于中心位置？ 2. 內(nèi)部裝飾 －是否營(yíng)造了適當(dāng)?shù)姆諊? 3. 支持設(shè)備 －牙醫(yī)是用機(jī)械鉆還是風(fēng)鉆？ 4. 建筑適宜度 －以藍(lán)瓦作房頂?shù)莫?dú)特醒目特征。 5. 設(shè)施規(guī)劃 －運(yùn)輸流程是否通暢？ 例如：高爾夫球場(chǎng)、滑雪纜車、醫(yī)院、飛機(jī) Service Package (2 of 4) ? Facilitating goods The material purchased or consumed by the buyer or items provided by the consumer 1. ConsistencyCrispness of french fries. Portion control. 2. QuantitySmall, medium, or large drink. 3. SelectionVariety of replacement mufflers. Number of menu items. Rental skis available. Examples: Golf clubs, rental skis, food items, replacement auto parts, legal documents, medical supplies 服務(wù)包（ 2/4） ? 提供便利的商品 買方購(gòu)買或消費(fèi)的材料，或者由消費(fèi)者提供的事項(xiàng) 1. 一致性 －炸薯?xiàng)l的松脆。 1. 服務(wù)人員培訓(xùn) －醫(yī)生委員會(huì)是否經(jīng)過(guò)了認(rèn)證？ 2. 全面性 －較之診所的綜合醫(yī)院。cor or music in a bar. 3. WaitingBeing placed on hold. 4. StatusBox seats at sports event. 5. Sense of wellbeingWelllighted parking lot.
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