Service_Operations_Management_Presentation (1).pptx

Service operations Managemnet

1. Service Operations Management Professional Academic Presentation MBA Level Includes visuals, detailed explanations, and references.

2. Introduction to Service Operations Management Definition, nature and scope of services. Service economy growth and importance.

3. Characteristics of Services Intangibility, inseparability, variability, perishability, and ownership transfer issues.

4. Service Classification Types of services – consumer, business, professional, public and quasi services.

5. Service Strategy Strategic role of services in competitive advantage and differentiation.

6. Service Process Matrix Classifying services based on degree of labor intensity and customer interaction.

7. The Service-Profit Chain Exploring the relationship between internal service quality, employee satisfaction, and profitability.

8. Managing Service Quality Service quality dimensions: reliability, assurance, tangibility, empathy, and responsiveness (RATER model).

9. Service Gaps Model Identifying and bridging service quality gaps (Parasuraman et al.).

10. Service Design Overview Integrating people, process, and physical evidence for optimal service delivery.

11. Service Blueprinting Visual representation of service process: frontstage and backstage activities.

12. Customer Journey Mapping Mapping customer touchpoints to improve satisfaction and experience.

13. Service Standards and Specifications Setting measurable service standards aligned with customer expectations.

14. Capacity Planning in Services Balancing service demand and supply through scheduling and forecasting.

15. Service Facility Design Layout planning, ambiance, and ergonomics in service settings.

16. Technology in Service Design Role of AI, automation, and self-service technologies.

17. Nature of Service Encounters Moments of truth between customer and service provider.

18. Types of Encounters Remote, phone, face-to-face, and self-service interactions.

19. Role of Employees Employee behavior, empowerment, and emotional labor in service delivery.

20. Customer Participation Co-production and involvement in the service process.

21. Service Recovery Handling service failures using complaint management and recovery paradox.

22. Relationship Management Building trust, loyalty, and long-term relationships with customers.

23. Location Strategy Importance of selecting optimal facility location for service success.

24. Factors Influencing Location Decisions Market proximity, labor availability, cost, and competition.

25. Location Models Center-of-gravity model, load-distance model, and factor rating methods.

26. Global Service Locations Offshoring and outsourcing in global service operations.

27. Service Process Design Mapping service workflows for efficiency and consistency.

28. Service Flowcharting Visualizing the process to identify bottlenecks and improvement areas.

29. Layout Strategies Product, process, and fixed-position layouts in service facilities.

30. Queue Management Designing systems to minimize waiting time and maximize satisfaction.

31. Lean Service Operations Applying lean principles to eliminate waste in services.

32. Process Improvement Tools Using Six Sigma, Kaizen, and benchmarking in service operations.

33. Summary and Conclusion Service Operations Management integrates strategy, design, and process optimization to enhance customer satisfaction and organizational efficiency.

34. References (APA Style) Fitzsimmons, J. A., & Fitzsimmons, M. J. (2019). Service Management: Operations, Strategy, Information Technology. Johnston, R., Clark, G., & Shulver, M. (2018). Service Operations Management: Improving Service Delivery. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Lovelock, C., & Wirtz, J. (2020). Services Marketing: People, Technology, Strategy.