Introduction to Service Operations Management

SERVICE OPERATIONS
MANAGEMENT

INTRODUCTION
TO
SERVICE OPERATIONS
MANAGEMENT

,Learning Objectives
Upon completion of this lecture, students will
be able to:
• gain an appreciation of strategic importance
of operations in a global business
environment
• understand how operations relates to other
business functions
• understand the service environment
• understand the evolution of Operations
Management

, What is Service Operations
Management?
• What is Operations?
• a function or system that transforms inputs into outputs
of greater value
• What is a Transformation Process?
• a series of activities along a value chain extending from
supplier to customer
• activities that do not add value are superfluous and
should be eliminated
• What is Service Operations Management?
• design, operation, and improvement of productive
systems

, Service Operations Management
• Create operational systems.
• Manage (plan, organize, staff, direct and
control) the activities relating to the
production of goods and/or services with
maximum efficiency (at the lowest cost)
and effectiveness (in the eyes of the
customer).
• Improve those processes continuously to
create competitive advantage.