1 / 55

ISM 270

Announcements. Homework 5 due next weekShould help for Littlefield!Littlefield Lab Next weekProjects due following week. Project Presentation. 20 minutes ? 15 min presentation, 5 min questionsClear presentation of service ideaPrototype demonstration/screenshot/outlineDifferentiate from competitionGive market estimationHow many potential customers?How will you make money?What are the risks?Argue why this will lead to successful service business.

chezarina
Télécharger la présentation

ISM 270

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

    1. ISM 270 Service Engineering and Management Lecture 8: Service Supply Chains

    2. Announcements Homework 5 due next week Should help for Littlefield! Littlefield Lab Next week Projects due following week

    3. Project Presentation 20 minutes 15 min presentation, 5 min questions Clear presentation of service idea Prototype demonstration/screenshot/outline Differentiate from competition Give market estimation How many potential customers? How will you make money? What are the risks? Argue why this will lead to successful service business

    4. Some key concepts for capacity management Economic Order Quantity Queueing Dynamics

    5. Supply Chain for Physical Goods

    6. Customer-Supplier Duality in Service Supply Relationships (Hubs)

    7. Single-Level Bidirectional Service Supply Relationship

    8. Two-Level Bidirectional Service Supply Relationship

    9. Sources of Value in Service Supply Relationships Bi-directional Optimization Managing Productive Capacity - Transfer: make knowledge available (e.g. web based FAQ database) - Replacement: substitute technology for server (e.g. digital blood pressure device) - Embellishment: enable self-service by teaching (e.g. change surgical dressing) Management of Perishability

    10. Impact of Service Supply Relationships

    11. Impact of Service Supply Relationships

    12. Outsourcing Services Benefits - allows the firm to focus on its core competence - service is cheaper to outsource than perform in-house - provides access to latest technology - leverage benefits of supplier economy of scale Risks - loss of direct control of quality - jeopardizes employee loyalty - exposure to data security and customer privacy - dependence on one supplier compromises future negotiation leverage - additional coordination expense and delays - atrophy of in-house capability to perform service

    13. Outsourcing Process

    14. Taxonomy for Outsourcing Business Services

    15. Outsourcing Considerations

    16. Outsourcing Considerations

    17. Outsourcing Considerations

    18. The bull-whip effect Variations in demand are amplified as one moves upstream in the supply chain (further from the customer) Small uncertainty at one end can lead to large uncertainty at the other end of a supply chain Good method to nullify is based on demand-driven forecasting where all information is shared through supply chain

    19. Managing Facilitating Goods

    20. Role of Inventory in Services Decoupling inventories Seasonal inventories Speculative inventories Cyclical inventories In-transit inventories Safety stocks

    21. Considerations in Inventory Systems Type of customer demand Planning time horizon Replenishment lead time Constraints and relevant costs

    22. Relevant Inventory Costs Ordering costs Receiving and inspections costs Holding or carrying costs Shortage costs

    23. Inventory Management Questions What should be the order quantity (Q)? When should an order be placed, called a reorder point (ROP)? How much safety stock (SS) should be maintained?

    24. Inventory Models Economic Order Quantity (EOQ) Special Inventory Models With Quantity Discounts Planned Shortages Demand Uncertainty - Safety Stocks Inventory Control Systems Continuous-Review (Q,r) Periodic-Review (order-up-to) Single Period Inventory Model

    25. Economic Order Quantity Consider a process that uses raw material Fixed known demand rate D (per minute/day/year) Orders are in batches, costing: Fixed cost S for each batch Unit cost per item c in batch Unit storage/holding cost H to have extra supply Cost (penalty) p for missing order due to stock-out When do you place an order? How big should the batch be?

    26. Inventory Levels For EOQ Model

    27. Annual Costs For EOQ Model

    28. EOQ Formula Notation D = demand in units per year H = holding cost in dollars/unit/year S = cost of placing an order in dollars Q = order quantity in units Total Annual Cost for Purchase Lots EOQ

    29. Economic Order Quantity Variations: Lead-time from order to arrival of batch Uncertain/varying demand Option to back-order

    30. Annual Costs for Quantity Discount Model

    31. Inventory Levels For Planned Shortages Model

    32. Formulas for Special Models Quantity Discount Total Cost Model Model with Planned Shortages

    33. Values for Q* and K* as A Function of Backorder Cost

    34. Demand During Lead Time Example

    35. Safety Stock (SS) Demand During Lead Time (LT) has Normal Distribution with SS with r% service level Reorder Point

    36. Continuous Review System (Q,r)

    37. Periodic Review System (order-up-to)

    38. Inventory Control Systems Continuous Review System Periodic Review System

    39. ABC Classification of Inventory Items

    40. Inventory Items Listed in Descending Order of Dollar Volume

    41. Single Period Inventory Model Newsvendor Problem Example D = newspapers demanded p(D) = probability of demand Q = newspapers stocked P = selling price of newspaper, $10 C = cost of newspaper, $4 S = salvage value of newspaper, $2 Cu = unit contribution: P-C = $6 Co = unit loss: C-S = $2

    42. Single Period Inventory Model Expected Value Analysis

    43. Single Period Inventory Model Incremental Analysis

    44. Critical fractile for the newsvendor problem

    45. Retail Discounting Model S = current selling price D = discount price P = profit margin on cost (% markup as decimal) Y = average number of years to sell entire stock of dogs at current price (total years to clear stock divided by 2) N = inventory turns (number of times stock turns in one year)

    46. Growth and Global Expansion

    47. Expansion Strategies

    48. Franchising Benefits to the Franchisee Management Training Brand Name National Advertising Acquisition of Proven Business Economics of Scale Issues for the Franchisor Franchisee Autonomy Franchise Contract Conflict Resolution

    49. Generic International Strategies

    50. Multinational Development The Nature of the Borderless World (Triad) Customers - information has empowered Competitors - nothing stays proprietary Company - fixed costs require large markets Currency - become currency neutral Country - deprive competitor of home market Planning Transnational Operations Cultural Transferability Worker Norms Host Government Policy

    51. International Strategic Service Vision

    52. Considerations in Selecting a Global Service Strategy

    53. Goodwill Industries International Who are Goodwills customers and how have their demographics changed over time? How should the introduction of for-profit thrifts affect Goodwills decisions about the role of customer service? How can Goodwill differentiate itself from the competition?

    54. Goodwill Industries International Sources of Revenue

    55. Littlefield 360 days total (currently paused on 30) 1 real minute = 3 days (total time 110 mins remaining) Manage Contract terms Machines Queueing rule Order quantities for supplies

    56. Littlefield Lab Maximum one page per team: Review your strategy for the service game What did you watch closely? Did it work? Suggest what you would do different next time Due in class next week

More Related