Professional Documents
Culture Documents
Distribution
Network
Master Schedule Distribution
Requirements
Capacity Planning Order Processing
Finished Goods Warehousing
MRP Inventory New
Transportation
Product Introduction
Purchasing Forecasting Distribution Costs
Production/ Sales/
Materials Cost Inventory Performance
Performance Aggregate Plan Customer
Material Inventory Service
Input/output Control
Shop Floor Control
Production Control Production Cost
Production Performance
“The
“The
same
same
ideas
ideas
used to
used to
manage
manage
products
products
can be
can be
used to
used to
manage
manage
services”
services”
The Satisfaction Model and Managerial Interface
CONCEPTUAL
OVERALL
MANAGEMENT
• Overall Strategy • Facilities
• Structural Integration
A SERVICE MEASUREMENT MODEL
Personal Past
Word of Mouth
Needs Experience
Commnunication
Expected
Service
CONSUMER
GAP 5
Expected
Service
MANUFACT
Service Delivery (including pre & Service Delivery (including
URER
post-contract) pre & post-contract)
GAP 4
GAP 3
GAP 2
Management perceptions of
Consumer expectations
• The difference between customers expectations and GAP 5
perceptions.
• The difference between service delivery and what is GAP 4
communicated about the service to customers.
• The difference between service quality specifications and the GAP 3
service actually delivered.
• The difference between management perceptions of customer GAP 2
expectations and service quality specifications.
• The difference between customer expectation and GAP 1
management’s perceptions of customer expectations.
THE GAPS IDENTIFIED
The Tata Steel Experience- Bringing about a Paradigm Shift
Resources Vs
Resourcefulness