BUAD 341 Study Guide - Midterm Guide: Arawn, Triage, Shap
Document Summary
Mass service= high labor intensity/ low interaction. Mail contact- allows system to work efficiently yet low additional product sales. Internet b/c it can be reprogrammed possible sales additions. Face- to- face tight specs- customer nor server has discretion. Face- to- face loose specs- process generally understand but few options. Face- to face total customization- specifications between customers and server. Ex: legal and medical services: operational implications in high- contact systems. Facility layout- should accommodate needs/ expectations of customers. Product& process design- servicescape that appeals to customers. Capacity & production planning- capacity should meet peak demand to avoid lost sales. Infinite - large enough that one more customer can always arrive to be served. Finite - countable number of potential customers: arrival rate. Frequency of customer arrivals at waiting line system (people per unit of time), typically poisson distributed: service rate. The rate at which customers are serviced (people per unit of time), typically.
