SCM 300 Study Guide - Final Guide: Chain Store, Gross Margin, Service Design
Document Summary
Service system- describes the number of lines and the arrangement of the facilities. Customer population- the source of input to the service system. Finite pool- few potential customers, every customer in the store significantly decrease the chance of another one coming in. Infinite pool- many potential customers, odds barely effected by new arrivals. Balk-an impatient customer decides not to enter the system or wait on line. Reneges- impatient customer who leaves the system or line before being served. Channel- one or more facilities required performing a given service. Phase- a single phase or step in providing a service. Single-channel, multiple phase- used when the services are best performed in sequence by more than one facility, yet customer volume or other constraints limit the design to one channel. Mcdonald"s drive through, takes your order and the first window takes your money, the second window gives you the food.
