Services operations management

Jamie Partridge Course Section: Simons Days 1, 3, 5 Phone: Irwin McGraw-Hill,3rd edition.

Operations managers acquire, develop and deliver goods to clients based on client wants and the abilities of the company.

Specific Responsibilities of Operations Management Operations management handles various strategic issues including determining the size of manufacturing plants and project management methods and implementing the structure of information technology networks.

Other operational issues include the management of inventory levels, including work-in-process levels and raw materials acquisition; quality control ; materials handling; and maintenance policies.

Operations management entails studying the use of raw materials and ensuring minimal waste occurs. Managers utilize numerous formulas such as the economic order quantity formula to determine when and how large of an inventory order to process and how much inventory to hold on hand.

Supply Chains and Logistics A critical function of operations management relates to the management of inventory through the supply chain. Operations management understands local and global trends, customer demand and the available resources for production. Operations management approaches the acquisition of materials and use of labor in a timely, cost-effective manner to deliver customer expectations.

Inventory levels are monitored to ensure excessive quantities are on hand. Operations management is responsible for finding vendors that supply the appropriate goods at reasonable prices and have the ability to deliver the product when needed.

Delivery Management Another large facet of operations management involves the delivery of goods to customers. This includes ensuring products are delivered within the agreed time commitment.

Operations management also typically follows up with customers to ensure the products meet quality and functionality needs.

Finally, operations management takes the feedback received and distributes the relevant information to each department to use in process improvement. Ideal Traits of Operations Managers An individual working in operations management must have an understanding of the various processes within a company.

Operations managers are involved in coordinating and developing new processes while reevaluating current structures. Organization and productivity are two key drivers of being an operations manager, and the work often requires versatility from the operations manager.Service Recovery Measure the costs Listen closely for complaints Anticipate needs for recovery Act fast Train employees Empower front line Close the loop Yield Management Purpose is to sell the right capacity to the right customer at the right price.

Service Recovery Measure the costs Listen closely for complaints Anticipate needs for recovery Act fast Train employees Empower front line Close the loop Yield Management Purpose is to sell the right capacity to the right customer at the right price.

Service Operations lausannecongress2018.com author refers to many models and frameworks that are simply too lausannecongress2018.com could have been titled as "introduction to service operations management" lol not the /5(2).

Service design and operations that are tailored to customer needs—balancing quality, cost and revenue objectives—jump-start a virtuous cycle of increased employee satisfaction, improved service quality and higher customer loyalty.

Operations management is an area of management concerned with designing and controlling the process of production and redesigning business operations in the production of goods or services.

It involves the responsibility of ensuring that business operations are efficient in terms of using as few resources as needed and effective in terms of meeting customer requirements. The Lean Management approach is also applied to the customer-facing frontline operations and sales organization to maximize growth and productivity.

We have expertise in frontline and sales transformations across a variety of sectors including retail, heathcare, hospitality, financial services, telecom and high tech.