Escolar Documentos
Profissional Documentos
Cultura Documentos
Sasaran Pembelajaran
Service
Geographic
Penggunaan Informasi
On-line
(Real time)
Creation of barriers to entry:
External Reservation system
(Customer) Frequent user club
Switching costs
Revenue generation:
Internal Yield management
(Operations) Point of sale
Expert systems
Kompetitif
Off-line
(Analysis)
Data base asset:
Selling information
Development of services
Micro-marketing
Productivity enhancement:
Inventory status
Data envelopment
analysis (DEA)
Keterbatasan Penggunaan
Informasi
Anti-competitive
(Barrier to entry)
Fairness (Yield management)
Invasion of Privacy (Micro-marketing)
Data Security (Medical records)
Reliability (Credit report)
2. Pekerja harian
Operations is reactive,
at best.
Operations functions in a
mediocre, uninspired
fashion.
Exceeds customer
expectations; consistent
on multiple dimensions.
SERVICE QUALITY
Is subsidiary to cost,
highly variable.
3. Kompetensi distingtif
2. Journeyman
CUSTOMER
Unspecified, to be
A market segment whose
satisfied at minimum cost. basic needs are understood.
INTRODUCTION OF NEW TECHNOLOGY
When necessary for
When justified by cost
survival, under duress.
savings.
WORKFORCE
Negative constraint.
3. Distinctive competence
A collection of individuals
whose variation in needs is
understood.
Target
Entire
Market
Market
Segment
Strategic Advantage
Low cost
Uniqueness
Overall cost
Differentiation
leadership
Focus
Qualifiers:
Service
Winners:
Service
Losers:
market segments
Service
concept
Operating
Service
strategy
delivery system
PREFLIGHT SERVICE
Inconvenient
Convenient
No Amenities
External
(Customer)
Revenue generation:
Internal
(Operations)
Productivity enhancement:
Will
MOVIE SELECTION
Few
Many
Poor
market segments
Service
concept
Operating
Service
strategy
delivery system
winners
Service
losers
Discussion Topics
1.
2.
3.
4.
5.