Coursework.Info - Inspiration in an Instant

On the left is an image preview of every page of this document, and below are the first 150 words with formatting removed:

SERVICE OPERATIONS MGT 3301 Semester One 2003-2004 WEEK 1 Lecture 1 : AN INTRODUCTION TO SERVICES MANAGEMENT I. What's a Service ? * An act or performance (performances are intangible, but may involve use of physical products) * An economic activity that does not result in ownership * A process that creates benefits by facilitating a desired change in customers or in their possessions II. THE NATURE OF TRANSFORMATION What's changed ? * PEOPLE'S BODIES * PEOPLE'S MINDS * TANGIBLE POSSESSIONS * INTANGIBLE POSSESSIONS * INFORMATION * MATERIALS How is it changed ? * STATE * LOCATION * OWNERSHIP Transformation Typology PEOPLE POSSESSION INFORMATION MATERIALS BODIES MINDS TANGIBLE INTANGIBLE STATE Healthcare Hospitality Entertainment Education Politics Car Repair Plumbing Insurance Info. Processing Mining Agriculture Manufacture LOCATION Transport Courier Money transfer Telecoms Freight (B to B) OWNERSHIP Agency Sales Intellectual Property Info. Services Wholesale Retail III. GOODS AND SERVICES * Service products are intangible performances, not objects * No ownership of services * Customers often actively involved in production process * Other people may form part of the product experience * More variability in operational inputs or outputs, harder to improve productivity, control quality * Often difficult for customers to evaluate * Typically cannot be produced in advance for...

Get instant access

• Instant, unlimited access to our documents in full
• Swap your work for free access, or pay £4.99
• To see the full version of this document and 145,970 others

OR

Receive email updates for this category

• Simply tell us your email address and receive a weekly Study Help Email for FREE
• Receive 3 FREE essay views with each email
• Get all the latest essays from Coursework.Info & discussion from TheStudentRoom.co.uk