·运筹管理 operations management ch09

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1、Chapter9ServiceOperationsPlanningandSchedulingOverviewIntroductionSchedulingQuasi-ManufacturingServiceOperationsSchedulingCustomer-as-ParticipantServiceOperationsSchedulingCustomer-as-ProductServiceOperationsWrap-Up:WhatWorld-ClassCompaniesDoIntroductionServicesareoperations

2、with:IntangibleoutputsthatordinarilycannotbeinventoriedClosecustomercontactShortleadtimesHighlaborcostsrelativetocapitalcostsSubjectivelydeterminedqualityIntroductionFactsaboutservicebusinesses:EnormousdiversityServicebusinessescanbeanysizeTwiceasmanynon-retailservicebusines

3、sesasretailTechnicaltrainingimportantduetosignificantdependenceoncomputers,automationandtechnologyIntroductionOtherFactsaboutservicebusinesses:ServiceworkerswellpaidrelativetomanufacturingNeedbetterplanning,controlling,andmanagementtostaycompetitiveSomeoftheLargestServiceBus

4、inessesRankinthetop20USCorporations:AT&TWal-MartCitigroupStateFarmSBCCommunicationsSear,Roebuck&CompanySpectrumofServiceIndustriesTransportationBankingRetailingHealthCareEntertainmentInsuranceRealEstateCommunicationsUtilities…andmoreNoClearLineBetweenManufacturingandService

5、FirmsEverybusiness,whethermanufacturingorservice,hasamixofcustomerserviceaspectsandproductionaspectsinitsoperationsManufacturinghasmuchtolearnfromservicesthatexcelServiceshavemuchtolearnfrommanufacturersthatexcelManufacturingandServiceJobsPercentageofUSJobs198819982008*Manuf

6、acturingJobs16.1%13.4%11.6%ServiceJobs66.270.873.9*ProjectedOperationsStrategiesPositioningstrategiescontaintwoelements:TypeofservicedesignStandardorcustomAmountofcustomercontactMixofphysicalgoodsandintangibleservicesTypeofproductionprocessQuasi-manufacturingCustomer-as-part

7、icipantCustomer-as-productTypesofServiceOperationsQuasi-manufacturingProductionoccursmuchasmanufacturingPhysicalgoodsdominantoverintangibleservicesCustomer-as-participantHighdegreeofcustomerinvolvementPhysicalgoodsmayormaynotbesignificantServiceeitherstandardorcustomCustomer

8、-as-productServiceperformedoncustomer...usuallycustomSchedulingChallengesin