Intro to Supply Chain Chapter 7
how is alternative path structure similar to multichannel multiphase?
(a) there may be switching from one channel to the next after the first service has been rendered and (b) the number of channels and phases may vary—again—after performance of the first service
what is a service package?
A bundle of goods and services that is provided in some environment.
where does internet and onsite technology fit into the service system design matrix?
-it is considered a buffer core -yet, it provides good sales opportunity because of its instructiveness, with AI and customer support. (also efficient)
what are high and low degree of customer contact?
A concept that relates to the physical presence of the customer in the system.
what are ways of describing the services process in OSCM?
-customer contact (physical presence of customer in system) -creation of the services (work to create the service) -Extent of contact (% of time customer in system to perform service)
what are the different queue discipline?
-first come, first served -shortest processing time -reservations first -emergencies first -limited needs -other
what are examples of fail-safing actions for customer?
-height bars at six flags -chains in waiting lines -pagers
what are methods of managing queues?
-segment the customers (example: 12 items or less) -train your servers to be friendly (less negatively among customers) -inform your customers of what to expect -try to divert the customers attention when waiting (music or video in wait rooms) -encourages customers to come during slack periods.
what are the different types of line structures?
-single channel, single phase -single channel, multiphase -multichannel, single phase -multichannel, multiphase phase -mixed
what is a problems with multichannel?
-uneven service times (some customers being served before others) -requires rigid control of the line to maintain order and direct customers
what are two possible exits?
1) customer may return to sources population 2) low probability of reservice
what are two major practical problems with using queue discipline?
1) ensuring customers know and follow rule 2) ensuring system enable employees to manage line
what are the two subcategories under mixed?
1) multiple to single channel 2) alternative path structures
what are the five features of a bundle?
1) supporting facility 2) facilitating goods 3) information 4) explicit services 5) implicit services
what are the three major components of the queuing system?
1) the sources population and the way customer arrive at the system 2) the servicing system 3) conditions of the customers existing the system
when observe ring arrivals at a service facility what are the two viewpoints we can look at?
1) time between successive arrivals 2) set some time length using T
what is a web platform business? describe how the platform services business model looks like.
A firm that creates value by enabling the exchange of information and processing of transactions between consumers and providers of a service or product
what is the service blueprint? what is the line of visibility?
A flowchart of a process emphasizing what is visible and what is not visible to the customer. line of visibility: shows what the customer can (top half of chart) and can't see (bottom half of the chart).
what is a queuing system? what are the two parts of a queuing system?
A process where customers wait in line for service. 1) the line (customers waiting) 2) the system (customers being service + the customer waiting)
what is a queue discipline?
A queue discipline is a priority rule or set of rules for determining the order of service to customers in a waiting line.
what is the server utilization formula?
Avg server utilization=ρ=λ/μ
what are the two ways of describing populations in the service system?
Finite population and infinite population
what are the line length types?
Infinite potential length and limited capacity
what are the queuing waiting time formula for line and system?
Lq = length of time in line Ls = length of time in system lambda = average arrival rate
what does information mean in terms of a service bundle? give some examples.
Operations data or information that is provided to the customer to enable efficient and customized services. Examples include tee-off times, weather reports, medical records, seat preferences, and parts availability.
what is the formula for probability of exactly zero units in the system?
P0 = (1 - λ/μ)
what is the formula for Poisson distribution?
PT(n) = (λT)^ n * (e * −λT) / n! (n stands for # of units, λ stands for number of arrivals per time period, T stand for time interval) *MUST HAVE SAME TIME UNITS.
what is the formula for the probability of having exactly n units in the system?
Pn = (1 - λ/μ) (λ/μ)^n
what is Poisson distribution? why is this considered a discrete distribution?
Probability distribution for the number of arrivals during each time period. n refer to the # of arrivals in the system.
what is Poka-yokes?
Procedures that prevent mistakes from becoming defects.
what are implicit services? give some examples.
Psychological benefits that the customer may sense only vaguely, or the extrinsic features of the service. Examples are the status of a degree from an Ivy League school, the privacy of a loan office, and worry-free auto repair
what are explicit services? give some examples
The benefits that are readily observable by the senses and that consist of the essential or intrinsic features of the service. Examples are response time of an ambulance, air conditioning in a hotel room, and a smooth-running car after a tune-up.
what is arrival rate? what are the two types of arrival rates?
The expected number of customers that arrive during each period. Constant and variables (more common)
what is facilitating goods? give an example.
The material purchased or consumed by the buyer or the items provided to the customer. Examples are golf clubs, skis, beverages, and auto parts.
what is service rate?
The number of customers a server can handle during a given time period.
what is a supporting facility? give an example.
The physical resources that must be in place before a service can be offered. Examples are a golf course, a ski lift, an airline, and an auto repair facility
what are the axis's in the service system design matrix?
Top horizontal (describes customer interaction) : Buffered core (none), Permeable system (some), Reactive system (much) Bottom Horizontal (degree of customer/server contact): can be low or high) Left vertical (sales opportunity): can be low or high, increase when there is high production efficient or contact, decrease when there is low production efficiency or contact, Right vertical (production efficiency): as the degree of customer services increase, it becomes lower, as the degree of customer services decrease it becomes higher.
explain the problems in the economics of waiting line.
balancing the added cost of providing more rapid service against the cost of waiting,
what is limited line capacity?
caused by legal restrictions or physical space characteristics.
what are arrival patterns?
controllable systems: such as charging extra for off-season or posting business hours uncontrol system: such as emergency systems.
how should service organizations be designed?
designed in order to balance capacity.
what is multiple to single channel? give an example.
either lines that merge into one for single phase services. Example: two lanes that merge into one. or subassembly lines.
what is the provability function's of exponential distribution?
f(t) = λe^−λt (where λ is the mean number of arrivals per time period)
what is the difference between finite population and infinite population?
finite populations: the size is small that additions of subtractions of customers affects the system probabilities. Example: being in charge of six machines, if one breaks down, there is a high chance that the next machine will to. infinite population: the size is small that additions of subtractions of customers affects the system probabilities. Example: If there are 100 machines, and 1 or 2 breaks down, there is less of a chance that the next will break down.
how does high customer contact compared to low customer contact?
high customer contact have more system variability. such as a bank, where customer could either take cash withdrawals or make a loan application that could take an hour. Where as also contact example could be an ATM or online banking.
what are the number of lines?
it could be single or multiple
what are the queuing length formulas for line and system?
lambda = average arrival rate mu = average service rate
what are factors to consider in waiting lines?
length, number of lines, and Queue discipline
what is multichannel multiphase? give an example.
many lines, many processes. patients at the hospital.
what is a multichannel, single phase? give an example.
many lines, one process. Department store or Bank teller
what is single channel, multiphase? give an example.
one line, many process. car wash.
what is single channel, single phase? give an example.
one line, one process. one-person barbershop
what is a service?
output of a process that is intangible, meaning that it does not have physical dimensions that can be weighed or measured.
what is face to face total customization? Give an example. what type of worker skills are required?
refers to service encounters whose specifications must be developed through some interaction between the customer and server. Example: Legal and medical services. Skills: diagnostic skills of the professional to ascertain the needs or desires of the client.
what is a multiple line?
refers to the single lines that form in front of two or more servers or to single lines that converge at some central redistribution point.
what is face-to-face tight specs? give an example. what type of worker skills are required?
refers to those situations where there is little variation in the service process—neither customer nor server has much discretion in creating the service. Example: Fast-food restaurants and Disneyland come to mind. Skills: procedural skills in particular, because the worker must follow the routine in conducting a generally standardized, high-volume process
what is infinite potential length?
simply one that is very long in terms of the capacity of the service system.
what are size of arrival units?
single arrivals: such as buying a single stock or one person at a restaurant. batch arrivals: such as buying index funds or party of five at a restaurant
what is face-to-fact loose specs? Give an example. what type of worker skills are required?
situations where the service process is generally understood but there are options in how it will be performed or in the physical goods that are part of it. Example: A full-service restaurant and a car sales agency are examples. Skills: s frequently call for trade skills (bank teller, draftsperson, maître d', dental hygienist)
what is exponential distribution?
the probability distribution associated with time between arrivals.
how are Poka-yokes applied to service?
using the three T's which are: 1) task to be done, 2) Treatment to customers, 3) Tangible or environmental features of the service facility
how can service organization be classified? why are not not appropriate for OSCM purposes?
who the customer is and the service they provide. They tell us little about the process.
what is degree of patience's?
will they wait? if they are not patient: Balking: arrive, view and leave Reneging: arrive, wait awhile then leave
what are the types of customer arrival characteristics?
•Arrival patterns (steady or seasonal) •Size or arrival rates (individuals or groups) •Degree of patience (will they wait?)
