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IBAT College

Lecturer: John Murtagh HETAC notes

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Service Management Review
The Role of Services in the Economy
Service Definitions ,[object Object],[object Object],[object Object],[object Object]
Definition of Service Firms ,[object Object],[object Object]
Economic Evolution ,[object Object],[object Object],[object Object]
Economic Evolution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Economic Evolution ,[object Object],[object Object],[object Object],[object Object]
Economic Evolution ,[object Object],[object Object],[object Object]
Stages of Economic Development ,[object Object]
Stages of Economic Development ,[object Object],[object Object],[object Object],[object Object]
Stages of Economic Development ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Stages of Economic Development ,[object Object],[object Object],[object Object]
Stages of Economic Development ,[object Object],[object Object],[object Object],[object Object],[object Object]
Stages of Economic Development ,[object Object],[object Object],[object Object],[object Object]
Stages of Economic Development ,[object Object],[object Object]
Stages of Economic Development ,[object Object],[object Object],[object Object],[object Object]
Stages of Economic Development ,[object Object],[object Object],[object Object]
The Nature of Services
The Service Package ,[object Object],[object Object],[object Object]
The Service Package ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Service Package (cont.) ,[object Object],[object Object]
The Service Package (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Service Package (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Service Package (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Service Package (cont.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Process Improvement
Quality and Productivity Improvement Process ,[object Object],[object Object]
Quality and Productivity Improvement Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Quality and Productivity Improvement Process ,[object Object],[object Object],[object Object],[object Object]
Quality and Productivity Improvement Process ,[object Object],[object Object],[object Object]
Quality and Productivity Improvement Process ,[object Object],[object Object],[object Object],[object Object]
Quality Improvement Programmes ,[object Object],[object Object],[object Object]
Quality Improvement Programmes ,[object Object],[object Object],[object Object]
Quality Improvement Programmes ,[object Object],[object Object],[object Object]
Quality Improvement Programmes ,[object Object],[object Object]
Six Sigma DMAIC Process Steps Develop mechanisms for controlling the improved process Control Identify how the process can be improved to eliminate the problems Improve Determine causes of current problems Analyze Measure current level of performance Measure Define project objectives, internal and external customers Define Definition Step
Service Strategy
Competitive Service Strategies (Overall Cost Leadership) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Competitive Service Strategies (Overall Cost Leadership) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Competitive Service Strategies (Differentiation) ,[object Object],[object Object],[object Object]
Service Quality
Moments of Truth ,[object Object],[object Object],[object Object]
Five Dimensions of Service Quality ,[object Object],[object Object]
5 Dimensions of Service Quality ,[object Object],[object Object],[object Object]
Approaches to Service Recovery ,[object Object],[object Object],[object Object],[object Object]
Managing Capacity and Demand
Managing Capacity and Demand ,[object Object],[object Object],[object Object]
Strategies for Matching Capacity and Demand for Services ,[object Object],[object Object],[object Object]
Customer-induced Variability ,[object Object],[object Object],[object Object],[object Object],[object Object]
Strategies for Managing Capacity ,[object Object],[object Object],[object Object]
Strategies for Managing Capacity ,[object Object],[object Object],[object Object]
Yield management ,[object Object],[object Object]
Ideal Characteristics for Yield Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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