Already have an account? Get multiple benefits of using own account!
Login in your account..!
Remember me
Don't have an account? Create your account in less than a minutes,
Forgot password? how can I recover my password now!
Enter right registered email to receive password!
Methods Used in Manufacturing - Operation Strategy
Many of the methods used in manufacturing are just as applicable; however a greater degree of customisation will be required. The manufacturing sector may be viewed as relatively homogeneous in terms of operating characteristics; the same cannot be said about the service sector. Indeed the 'service sector' is made up of many sub-sectors such as education, health, local and national government, emergency services and in the private service sector, financial services, retailing, distribution and entertainment. One difference that cannot be avoided is the interface between the service provider and the customer. This link does not exist in manufacturing but is crucial to service organisations.
In this figure (Heskett and Schlessinger, 1991), you can see that if there is a pool of low cost labour available and management adopts a low salary-no training approach to the recruitment of front line service staff, the resultant 'cycle of failure' will result. Heskett et al argue that this cycle can be reversed if a reversal in human resource management policy is adopted. Heskett (1994, 1997) went on to develop the service-profit chain illustrated in the figure opposite. They consider customer satisfaction to be defined as 'the customer's perception of the performance of the company and the difference between the service received and paid for and the service expected.' They suggest that there are direct linkages between profit and growth, customer satisfaction, customer loyalty, employee loyalty and the value of services and goods delivered. The figure outlines the linkages in a service-profit chain. They suggest that the strength of these links may vary from one organisation to another yet they are always significant. You will note that customer loyalty is therefore a significant metric in determining if customer satisfaction has been achieved. Jones and Sasser (1995) suggest that the linkage between customer satisfaction, loyalty and future business though extremely significant does not take into account other factors such as the competitive environment. They describe four categories of customer which the operations system must contend: hostages, mercenaries, terrorists and apostles. The figure below categories customers from being terrorists to devotees.
Rachel loves to bake cookies, but she has an old oven that has trouble maintaining a constant temperature. if the acceptable temperature range for making the cookies is 350 plus or
Value: 10.00 points Problem 3-4 An electrical contractor's records during the last five weeks indicate the number of job requests: Week: 1 2 3 4 5 Requests: 16 18 14 17 18 Predict
Who was the founder of Scientific Management? Ans: The founder of Scientific Management is F.W. Taylor.
The I-10 carpet outlet wants to develop a means to forecast its sales. The store manager believes that the stores sales are directly related to the number of new housing starts in
Which business strategy below does the company Walmart's uses to go global? Elaborated going to China to do business... A) Global standardization strategy B) Localization str
A small rural county has experienced unprecedented growth over the past 6 years, and as a result, the local school district built the new 500-student North Park Elementary School.
It says that there is guided sulotions available for Database Systems Design Implementation Management i bought the Ebook but i cant find it, can someone tell me where i can find t
Electronic data interchange relies on Structured data and standard business documents.
Describe various barriers to successful communication. (i) More levels in the organisation structure by which information has to proceeds. (ii) Ill-structured and long chan
A firm plans to begin production of a new small appliance. The manager must decide whether to purchase the motors for the appliance from a vendor at $7 each or to produce them in-h
Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!
whatsapp: +91-977-207-8620
Phone: +91-977-207-8620
Email: [email protected]
All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd