Service design om ppt @ DOMS

Lecture Outline ,[object Object],[object Object],[object Object],[object Object],[object Object]

Characteristics of Services ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Continuum From Goods to Services Source: Adapted from Earl W. Sasser, R.P. Olsen, and D. Daryl Wyckoff, Management of Service Operations (Boston: Allyn Bacon, 1978), p.11.

Service Design Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

High vs. Low Contact Services ,[object Object],[object Object],Design Decision High-Contact Service Low-Contact Service ,[object Object],[object Object],[object Object],[object Object]

Tools for Service Design ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Elements of Waiting Line Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Elements of Waiting Line Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Elements of Waiting Line Analysis ,[object Object],[object Object],[object Object],[object Object]

Operating Characteristics ,[object Object]

Traditional Cost Relationships ,[object Object]

Psychology of Waiting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Psychology of Waiting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Waiting Line Models ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Basic Single-Server Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Basic Single-Server Model ,[object Object],[object Object],[object Object],[object Object],( ) P 0 = 1 – λ μ ( ) ( )( ) P n = ∙ P 0 = 1 – λ n λ n λ μ μ μ L = λ μ – λ L q = λ 2 μ (μ – λ)

Basic Single-Server Model ,[object Object],[object Object],[object Object],[object Object],1 L μ – λ λ W = = λ μ (μ – λ) W q = λ μ ρ = I = 1 – ρ = 1 – = P 0 λ μ

Basic Single-Server Model Example  = 24  = 30

Basic Single-Server Model Example

Service Improvement Analysis ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Excel Single-Server Solution D4/(D5-D4) (1/(D5-D4))*60 (D4/D5)*(D5-D4)*60

Advanced Single-Server Models ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Advanced Single-Server Model Probability of zero customers

Basic Multiple-Server Model ,[object Object],[object Object],[object Object],[object Object],[object Object]

Basic Multiple-Server Model ,[object Object],[object Object],1 λ n s!s n – s μ P 0 , for n ≤ s ∑ + 1 λ n n! μ ( ) { ( ) P 0 , for n > s P n = 1 λ n 1 λ s sμ n! μ s! μ sμ - λ ( ) ( )( ) n = s – 1 n = 0 1 P 0 =

Basic Multiple-Server Model ,[object Object],( ) 1 λ s sμ s! μ sμ – λ P w = P 0 λμ (λ/μ) s λ (s – 1)! (sμ – λ) 2 μ L = P 0 + L λ W = L q = L – λ μ 1 L q μ λ W q = W – = ρ = λ sμ

Basic Multiple-Server Model Example ,[object Object]

Basic Multiple-Server Model Example

Basic Multiple-Server Model Example ,[object Object],[object Object]

Multiple-Server Waiting Line in Excel

Service design om ppt @ DOMS

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