HTM 3120 Lecture Notes - Lecture 1: Impulse Purchase, Poisson Distribution, French Fries

• School: University of Guelph
• Department: Hospitality and Tourism Management
• Course: HTM 3120
• Professor: Von Massow

Document Summary

Htm*3120 service operations analysis (mike von massow) Without it nothing happens: no services delivered, nothing is produced, nothing to sell. You need to know what goes on in the company that actually produces the products or provides services. No longer just about producing things or delivering service: integral part of strategy, integral part of brand. At some point in your career you will need to do operations . Operations management: systematic design, direction and control of processes that transform inputs into services and products for internal and external customers. Successful operations management results from careful allocation of: human resources, capital, information, materials. Operations management is all about providing customers with products and services. To be successful an organization: meet or exceed customer expectations, do this at a price which will profit for shareholders and continued investment. Total bundle provides the level of value customers deem appropriate.