managing operations

Chapter 14 Managing Service and Manufacturing Operations

What Would You Do? ,[object Object],[object Object],[object Object],[object Object]

Learning Objectives: Managing for Productivity and Quality ,[object Object],[object Object],[object Object]

Productivity ,[object Object],[object Object],[object Object]

Why Productivity Matters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Kinds of Productivity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Multifactor Productivity Growth Across Industries Exhibit 14.1

Quality ,[object Object],[object Object],[object Object],[object Object]

Quality-Related Product Characteristics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quality-Related Service Characteristics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ISO 9000 ,[object Object],[object Object],[object Object]

Total Quality Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Learning Objectives: Managing Operations ,[object Object],[object Object],[object Object],[object Object]

Service Operations ,[object Object],[object Object]

Service-Profit Chain Exhibit 14.2

Service Recovery and Empowerment ,[object Object],[object Object]

Benefits of Empowering Service Workers for Service Recovery ,[object Object],[object Object],[object Object],[object Object],Adapted from Exhibit 14.3

Costs of Empowering Service Workers for Service Recovery ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Adapted from Exhibit 14.3

Manufacturing Operations ,[object Object],[object Object]

Amount of Processing in Manufacturing Operations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Manufacturing Operations ,[object Object],[object Object],[object Object],[object Object]

Manufacturing Operations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Flexibility of Manufacturing Operations Exhibit 14.4

Inventory ,[object Object],[object Object],[object Object],[object Object]

Types of Inventory ,[object Object],[object Object],[object Object],[object Object]

Measuring Inventory ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Costs of Maintaining an Inventory ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Managing Inventory ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Inventory Systems ,[object Object],[object Object],[object Object],[object Object]

What Really Happened? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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