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Service design om ppt @ DOMS
1.
Service Design
2.
3.
Service Economy
4.
U.S. Economy
5.
6.
Continuum From Goods
to Services Source: Adapted from Earl W. Sasser, R.P. Olsen, and D. Daryl Wyckoff, Management of Service Operations (Boston: Allyn Bacon, 1978), p.11.
7.
8.
Service Design Process
9.
10.
Service Process Matrix
11.
12.
13.
14.
15.
16.
Service Blueprinting
17.
Service Blueprinting
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
Basic Single-Server Model
Example = 24 = 30
31.
Basic Single-Server Model
Example
32.
33.
Excel Single-Server Solution
D4/(D5-D4) (1/(D5-D4))*60 (D4/D5)*(D5-D4)*60
34.
35.
Advanced Single-Server Models
36.
Advanced Single-Server Model
Probability of zero customers
37.
38.
39.
40.
41.
Basic Multiple-Server Model
Example
42.
Basic Multiple-Server Model
Example
43.
44.
Multiple-Server Waiting Line
in Excel
45.
Multiple-Server Waiting Line
in Excel
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