MGM101H5 Lecture : Operations mgmt lecture D Swanson

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crimsonoyster289

1 Feb 2012

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MGM101H5 Full Course Notes

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Intangibility- service operations have to be continuingly innovating. Simultaneity: service and consumer are happening same time. Service providers have tougher time to have customer satisfaction ex: pumping gas and spilling everywhere. Open systems view of services- lee valley hardware- uses catalogues instead of usual format. This is more efficient because less worry of how it looks, more of functionality. Air miles- their company uses strategic collection analysis. They collect data from purchases and sell it to other companies as marketing information. Operations management- internet is biggest thing that happened in awhile. Cdns spend 15 billion dollars of online sales. Internet is something we don t know how it works. Ibm does not sell computers anymore, they sell solutions for computer problems. Operations today- stir fry company: low sales because it took too long. Cooks could only make 5 stir frys and hour. Changed the operations to speed up process of ordering food.

MGM101H5 Lecture : Operations mgmt lecture D Swanson

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