【文章內(nèi)容簡(jiǎn)介】 : “Bells on Their Toes” 169。 2022 Prentice Hall, Inc. 1 – 31 ?Born 1863。 died 1947 ?In 1903, created Ford Motor Company ?In 1913, first used moving assembly line to make Model T ?Unfinished product moved by conveyor past work station ?Paid workers very well for 1911 ($5/day!) Henry Ford 169。 2022 Prentice Hall, Inc. 1 – 32 W. Edwards Deming ?Born 1900。 died 1993 ?Engineer and physicist ?Credited with teaching Japan quality control methods in postWW2 ?Used statistics to analyze process ?His methods involve workers in decisions 169。 2022 Prentice Hall, Inc. 1 – 33 Contributions From ?Human factors ?Industrial engineering ?Management science ?Biological science ?Physical sciences ?Information technology 169。 2022 Prentice Hall, Inc. 1 – 34 New Challenges in OM ? Global focus ? Justintime ? Supply chain partnering ? Rapid product development, alliances ? Mass customization ? Empowered employees, teams To From ? Local or national focus ? Batch shipments ? Low bid purchasing ? Lengthy product development ? Standard products ? Job specialization 169。 2022 Prentice Hall, Inc. 1 – 35 Characteristics of Goods ? Tangible product ? Consistent product definition ? Production usually separate from consumption ? Can be inventoried ? Low customer interaction 169。 2022 Prentice Hall, Inc. 1 – 36 Characteristics of Service ? Intangible product ? Produced and consumed at same time ? Often unique ? High customer interaction ? Inconsistent product definition ? Often knowledgebased ? Frequently dispersed 169。 2022 Prentice Hall, Inc. 1 – 37 Industry and Services as Percentage of GDP Services Manufacturing Australia Canada China Czech Rep France Germany Hong Kong Japan Mexico Russian Fed South Africa Spain UK US 90 ? 80 ? 70 ? 60 ? 50 ? 40 ? 30 ? 20 ? 10 ? 0 ? 169。 2022 Prentice Hall, Inc. 1 – 38 Goods Versus Services Table Can be resold Can be inventoried Some aspects of quality measurable Selling is distinct from production Product is transportable Site of facility important for cost Often easy to automate Revenue generated primarily from tangible product Attributes of Goods (Tangible Product) Attributes of Services (Intangible Product) Reselling unusual Difficult to inventory Quality difficult to measure Selling is part of service Provider, not product, is often transportable Site of facility important for customer contact Often difficult to automate Revenue generated primarily from the intangible service 169。 2022 Prentice Hall, Inc. 1 – 39 Goods and Services Automobile Computer Installed carpeting Fastfood meal Restaurant meal/auto repair Hospital care Advertising agency/ investment management Consulting service/ teaching Counseling Percent of Product that is a Good Percent of Product that is a Service 100% 75 50 25 0 25 50 75 100% | | | | | | | | | Figure 169。 2022 Prentice Hall, Inc. 1 – 40 120 – 100 – 80 – 60 – 40 – 20 – 0 – | | | | | | | 1950 1970 1990 2022 (est) 1960 1980 2022 Employment (millions) Manufacturing and Service Employment Figure (A) Manufacturing Service 169。 2022 Prentice Hall, Inc. 1 – 41 Manufacturing Employment and Production Figure (B) 40 – 30 – 20 – 10 – 0 – | | | | | | | 1950 1970 1990 2022 (est) 1960 1980 2022 – 150 – 125 – 100 – 75 – 50 – 25 – 0 Employment (millions) Index: 1997 = 100 Manufacturing employment (left scale) Industrial production (right scale) 169。 2022 Prentice Hall, Inc. 1 – 42 Development of the Service Economy Figure (C) United States Canada France Italy Britain Japan W. Germany 1970 2022 (est) | | | | | 40 50 60 70 80 Percent 169。 2022 Prentice Hall, Inc. 1 – 43 Organizations in Each Sector Service Sector Example % of all Jobs Education, Legal, Medical, and other Notre Dame University, San Diego Zoo, Arnold Palmer Hospital Trade (retail, wholesale) Walgreen?s, WalMart, Nordstrom?s Utilities, Transportation Pacific Gas amp。 Electric, American Airlines, Santa Fe ., Roadway Express Table 169。 2022 Prentice Hall, Inc. 1 – 44 Organizations in Each Sector Service Sector Example % of all Jobs Professional and Business Services Snelling and Snelling, Waste Management, PitneyBowes Finance, Information, Real Estate Citicorp, American Express, Prudential, Aetna, Trammel Crow, EDS, IBM Food, Lodging, Entertainment Olive Garden, Hard Rock Cafe, Motel 6, Hilton Hotels, Walt Disney, Paramount Pictures Public Administration