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OPS Unit 1+2

OPS Unit 1

TermDefinition
hospitality quality of being welcoming and accommodating, especially to strangers
customer service is about meeting the needs of your customers and helping them to solve any problems they may have
intangibility they are not physical not tangible
heterogeneity they are difficult to standardise, every time delivered it will be different, because of the need of customers
inseparability their production and consumption are simultaneous, the service provider its often physically present when its consumption by a customer takes place
perishability they can't be stored
service operations management transforming inputs into higher value outputs effectively and efficiently
operations perspective emphasises the efficient use of resources and processes in the input-transformation-output process
customer perspective emphasises the "products", experience and benefits as perceived by the customer
operations managers responsibilities -framing service operations -understanding service people -delivering service -improving service operations
operations management the management of processes that transform input into goods and services, that add value to the customer
service concept detailed explanation of what is to be done for the customer and how this is to be achieved
"outside in" customer perspective
"inside out" opereations perespective
structure of service concept 1. the organization responsible for the service 2. the organizing idea 3. summary of the service concept 4. details of the service provided 5. service received by customer groups
service outcomes "products", benefits, emotions
production system utilizes operational resources to transform inputs into some desired outcome. Inputs can be raw materials, customers, or finished products from another system
operational system resources can be characterized using the five Ps of operations management: people, plants, parts, processes, and planning and control systems
Created by: Vvéda
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