Lecture 1
HSOM
Research field & concepts
HSOM: the analysis, design, planning and control of all the steps necessary to deliver
services to clients in healthcare.
Operations management
r e g u la t io n s
in p u t o p e r a t io n o u tp u t
re so u rce s
Example:
components Assemple a
materials table
carpenter
1
, Hierarchy from operations management perspective
The course HSOM
From 1800: moving from agriculture towards manufacturing towards service economy.
Industrial revolution production management operations management service
operations management.
Services: A service is an activity or series of activities of more or less intangible nature that
normally, but not necessarily takes place in interactions between the customer and service
employees and/or physical resources or goods and/or systems of the service provider,
which are provided as solutions to customer problems.
Characteristics of services: customer participation, simultaneous creation and use,
perishable, intangible, heterogeneity, non-transferrable ownership.
2
HSOM
Research field & concepts
HSOM: the analysis, design, planning and control of all the steps necessary to deliver
services to clients in healthcare.
Operations management
r e g u la t io n s
in p u t o p e r a t io n o u tp u t
re so u rce s
Example:
components Assemple a
materials table
carpenter
1
, Hierarchy from operations management perspective
The course HSOM
From 1800: moving from agriculture towards manufacturing towards service economy.
Industrial revolution production management operations management service
operations management.
Services: A service is an activity or series of activities of more or less intangible nature that
normally, but not necessarily takes place in interactions between the customer and service
employees and/or physical resources or goods and/or systems of the service provider,
which are provided as solutions to customer problems.
Characteristics of services: customer participation, simultaneous creation and use,
perishable, intangible, heterogeneity, non-transferrable ownership.
2
