INTRODUCTION TO SERVICE

OPERATIONS MANAGEMENT
OPERATIONS MANAGEMENT
BY
AMJAD KADRI
 MEANING & DEFINITION OF SERVICE

A service is any act or performance that

one party can offer to another that is
essentially intangible and does not result
in the ownership of anything. Its
production may or may not be tied to a
physical product.
 MEANING OF
SERVICE OPERATIONS MANAGEMENT
Service operations management is concerned with the
activities , decisions and responsibilities of operations
managers in service organizations. It entails providing service
and value, to customers or users, ensuring they get right
experiences and the desired outcomes.
It involves understanding the customers, managing service
processes, ensuring the organization’s objectives are met,
while also paying attention to the continual improvement of
the services.
 SCOPE OF SERVICE OPERATIONS

1.Services
2.Service Management Processes
3.Technology
4.People
 OBJECTIVES OF SERVICE OPERATIONS
1. To co-ordinate and carry out activities & processes.
2. To deliver and support services
3. To monitor performance, assess metrics and gather data.
4. To provide responsive stable services & operational validation.
5. To create a robust end-to-end operational practices.
6. To run the business as usual – day- to-day process.
7. To effectively execute the processes and services.
8. To realize the value
9. To achieve service excellence
 Characteristics of Services Operations
1. Intangibility
2. Inseparability
3. Individuality / Heterogeneity / Variability
4. Inventory / Perishability
5. Ownership
6. Service is a performance
7. Simultaneity
8. Quality Measurement
9. Nature of Demand
10. Consumer, a Part of Production Process
 IMPORTANCE OF
SERVICES OPERATIONS MANAGEMENT
1.Better for the Customer
2.Better for the Organization
3.Economic Contribution
 SERVICE CLASSIFICATION

1. Product – Line Approach / Quasi Manufacturing

(McDonalds)
2. Self – Service Approach / Customer as
Participants (ATM, Buffets)
3. Personal Attention Approach / Customer as
Product (Hotel Services, Teaching, Salon etc.)