5-Service-V6.08(M30)(1).pptxVIP免费

ServiceDesign服务设计(服务业的产品设计与工艺过程选择)•Russell&Taylor,OMed6Ch05-ServiceDesign•Chase,Aquilano&Jacobs,OMed.11Ch07-ServiceProcessSelectionandDesign目录ServiceEconomyCharacteristicsofServicesServiceDesignProcessToolsforServiceDesignWaitingLineAnalysisforServiceImprovementServiceRecoveryApplyingBehavioralSciencetoServiceEncounters服务经济服务的特征服务设计流程服务设计工具排队理论的应用服务缺陷的补救行为科学的应用5-3ServiceEconomy服务经济Source:U.S.BureauofLaborStatistics,IBMAlmadenResearchCenterAContemporaryViewofServiceManagement服务管理的当代观念（两条）Thecustomeris(orshouldbe)thefocalpointofalldecisionsandactionsofservicesorganization.以顾客为中心Thecustomergetstheservicethemanagementdeserves;Inotherwords,howmanagementtreatstheworkerishowtheworkerwilltreatthepublic.管理者怎么样对待员工，员工就怎么样对待顾客5-5ContinuumfromGoodstoServices服务与产品组合图Source:AdaptedfromEarlW.Sasser,R.P.Olsen,andD.DarylWyckoff,ManagementofServiceOperations(Boston:AllynBacon,1978),p.11.Copyright2009JohnWiley&Sons,Inc.5-6CharacteristicsofServices服务的特征1-4/8ServicesareintangibleServiceoutputisvariableServiceshavehighercustomercontactServicesareperishable无形易变顾客参与不易保存Copyright2009JohnWiley&Sons,Inc.5-7CharacteristicsofServices服务的特征5-8/8ServiceinseparablefromdeliveryServicestendtobedecentralizedanddispersedServicesareconsumedmoreoftenthanproductsServicescanbeeasilyemulated产销合一分权和地理分散消费频繁容易模仿FangAihuaWuhanUniversity服务业内部的差别很大Manypartsofservicepackageareoftendefinedbytrainingindividualsreceivebeforetheybecomepartoftheserviceorganization.PSOs:professionalserviceorganizationManyserviceorganizationcanchangetheirserviceofferingvirtuallyovernight.RSOs:routineserviceorganization全套服务的许多部分是正式雇佣前的培训内容专业性服务组织：律师事务所、医院许多服务机构可以一夜之间改变服务内容日常服务机构：零售店、理发店Copyright2009JohnWiley&Sons...