ADMS 3351 MIDTERM 2 REVIEW
Service package - Answers - A bundle of goods and services that is provided in some
environment.
Five features:
Supporting facility - the physical resources that must be in place before a service can be
offered.
Facilitating goods - the material purchased or consumed by the buyer, or the items
provided to the customer.
Information - operations data or information that is provided by the customer to enable
efficient and customized services.
Explicit services - the benefits that are readily observable and which make up the
essential features of the service.
Implicit services - psychological benefits or other extrinsic features of the service
(prestige, privacy, etc.).
Operational Classification of Services - Answers - service organizations are classified
according to the customers they service and the service they provide to those
customers.
1) Customers Contact (High and Low)
-Service systems with a high degree of customer contact are more difficult to control.
2) Creation of the service
Web platform business - Answers - a company that creates value by enabling the
exchange of information between two or more independent groups, usually consumers
and providers of a service or product.
• eBay.
• YouTube.
• Airbnb.
Poka-yokes - Answers - procedures that block the inevitable mistake from becoming a
service defect ("avoid mistakes")
Applications of poka-yokes to services - Answers - Warning methods (e.g., steps that
lead to mistakes trigger a reminder).
Physical or visual contact methods (e.g., parts can only fit together in the correct way).
, The Three T's:
1) Task to be done.
2) Treatment according to the customer.
3) Tangible features of the service facility.
Waiting Line Problem (Queues) - Answers - A central problem in many service settings
is the management of waiting time.
Reducing waiting time costs money but raises customer satisfaction and throughput.
service business - Answers - the management of organizations whose primary business
requires interaction with the customer to produce the service
Interval time - Answers - The time difference of arrive of 2 or more customers
Waiting Line Factors. - Answers - - the number of arrivals over the hours that the
service system is open
- customers demand varying amounts of service, often exceeding normal capacity
-we can control arrivals of short lines, specific hours for specific customers, and specials
-we can affect service time by using faster or slower servers
Managing Queues - Answers - -Segment the customers
-Train your servers to be friendly
-Inform your customers of what to expect
-Try to divert the customer's attention when waiting
-Encourage customers to come during slack periods
Queuing System Analysis - Answers - The source population - who are your
customers?
- Population size - finite or infinite?
How do customers arrive at the system?
- Customer arrival rate - the expected number of customers that arrive during each
period.
- Poisson (Time between arrivals (inter-arrival time) is exponential).
- Constant.
- Customer arrival characteristics.
- Arrival patterns (steady or seasonal).
- Size or arrival rates (individuals or groups).
- Degree of patience (will they wait?).
- Service time distribution.
- Exponential.
Service package - Answers - A bundle of goods and services that is provided in some
environment.
Five features:
Supporting facility - the physical resources that must be in place before a service can be
offered.
Facilitating goods - the material purchased or consumed by the buyer, or the items
provided to the customer.
Information - operations data or information that is provided by the customer to enable
efficient and customized services.
Explicit services - the benefits that are readily observable and which make up the
essential features of the service.
Implicit services - psychological benefits or other extrinsic features of the service
(prestige, privacy, etc.).
Operational Classification of Services - Answers - service organizations are classified
according to the customers they service and the service they provide to those
customers.
1) Customers Contact (High and Low)
-Service systems with a high degree of customer contact are more difficult to control.
2) Creation of the service
Web platform business - Answers - a company that creates value by enabling the
exchange of information between two or more independent groups, usually consumers
and providers of a service or product.
• eBay.
• YouTube.
• Airbnb.
Poka-yokes - Answers - procedures that block the inevitable mistake from becoming a
service defect ("avoid mistakes")
Applications of poka-yokes to services - Answers - Warning methods (e.g., steps that
lead to mistakes trigger a reminder).
Physical or visual contact methods (e.g., parts can only fit together in the correct way).
, The Three T's:
1) Task to be done.
2) Treatment according to the customer.
3) Tangible features of the service facility.
Waiting Line Problem (Queues) - Answers - A central problem in many service settings
is the management of waiting time.
Reducing waiting time costs money but raises customer satisfaction and throughput.
service business - Answers - the management of organizations whose primary business
requires interaction with the customer to produce the service
Interval time - Answers - The time difference of arrive of 2 or more customers
Waiting Line Factors. - Answers - - the number of arrivals over the hours that the
service system is open
- customers demand varying amounts of service, often exceeding normal capacity
-we can control arrivals of short lines, specific hours for specific customers, and specials
-we can affect service time by using faster or slower servers
Managing Queues - Answers - -Segment the customers
-Train your servers to be friendly
-Inform your customers of what to expect
-Try to divert the customer's attention when waiting
-Encourage customers to come during slack periods
Queuing System Analysis - Answers - The source population - who are your
customers?
- Population size - finite or infinite?
How do customers arrive at the system?
- Customer arrival rate - the expected number of customers that arrive during each
period.
- Poisson (Time between arrivals (inter-arrival time) is exponential).
- Constant.
- Customer arrival characteristics.
- Arrival patterns (steady or seasonal).
- Size or arrival rates (individuals or groups).
- Degree of patience (will they wait?).
- Service time distribution.
- Exponential.
