'Service blueprinting' diaporamas de présentation

Process Strategy

Process Strategy. Overview. Manufacturing process strategies Service process strategies Process Analysis And Design Flow charts Service system mapping Time-Function Mapping Value Stream Mapping Process Charts Service Blueprinting. Announcements. We will not cover all of chapter 7.

948 views • 57 slides

Operations Management

1.13k views • 40 slides

LEAN OPERATING SYSTEMS

OM2. CHAPTER 17. LEAN OPERATING SYSTEMS. DAVID A. COLLIER AND JAMES R. EVANS. Chapter 17 Learning Outcomes. l e a r n i n g o u t c o m e s. LO1 Explain the four principles of lean operating systems. LO2 Describe the basic lean tools and approaches.

2.04k views • 40 slides

Seven Contexts for Service System Design

Seven Contexts for Service System Design. Robert J. Glushko University of California, Berkeley. T hese seven contexts are sufficient to describe those that currently exist as well as many that are likely to be developed. Person-to-person encounters Technology-enhanced encounters

509 views • 36 slides

Chapter 8 Service Design and Process Selection

Chapter 8 Service Design and Process Selection. The Nature of Services Service Generalizations & Service Types Service Strategy: Focus & Advantage Customer Contact Service Blueprinting Service Recovery Failsafing Service Guarantees

960 views • 26 slides

Process Selection and Facility Layout

CHAPTER. 6. Process Selection and Facility Layout. Questions for Process Analysis and Design. Is the process designed to achieve competitive advantage in terms of differentiation, response, or low cost? Does the process eliminate steps that do not add value?

778 views • 23 slides

Definition of Service

256 views • 14 slides

Service Processes

Chapter 7. Service Processes. 8- 2. Service Businesses. A service business is the management of organizations whose primary business requires interaction with the customer to produce the service. Facilities-based services : Where the customer must go to the service facility

384 views • 13 slides