Manajemen Operasi [4]

SERVICE PROCESS DESIGN

Characteristic of product of service industry:
– Intangible (can be seen, touched or felt)
– Perishable (cant be stored in inventory)
– Inseparable (produced and consumed continuously)
– Variable (quality depends on who provides it and when it’s provide)

e.g. Hotel, airlines.

Important points:
1. Customer contact (physical presence of customer in the system)
2. Creation of the service (facilitating, work process involved in providing the service itself)
3. Degree of customer contact and characteristics (low or high degree)

THE SERVICE TRIANGLE
Main elements of service organization:
1. Who is your customer?
2. Service concept: What makes it different from others?
3. Service strategy (package and operating focus) => physical goods (facilitating goods e.g. restaurant appearance), sensual service (explicit goods e.g. hospitality), psychological goods (implicit goods e.g. sense of comfort)
4. Service delivery system (actual process, staff and facilities by which the service is created)

Tugas:
Deskripsikan empat elemen dari service design di organisasi masing-masing. Sebagai tugas perorangan, dikumpulkan tanggal 11 Oktober 2008. Salah satu akan dipilih untuk dipresentasikan sebagai tugas kelompok pada saat UTS (31 Oktober 2008).

PR yang lain diambil dari Bab 5 (no. 1, 2, 3, 4, 5, 6, 7, 8 ) dan Bab 6 (no. 4, 7, 8, 10, 11).

Bahan Quiz (18 Oktober 2008):
Bab 1, 5, 6, 7 buku Operations Management For Competitive Advantage; Chase et.al, McGraw-Hill; 11th Ed., 2007.

Bukunya bisa dibeli di:
McGraw Hill Education Indonesia
Grand Butik Center Blok D65
Jl. Mangga Dua Raya, Jakarta 14430
021 6011963, 6011973
mghindo@mcgraw-hill.co.id