Please write your understanding about figure 1.9 (service management)

Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
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Please write your understanding about figure 1.9 (service management)

Service process
Consumer participant
Consumer-provider
interface
Consumer
Evaluation
Consumer arrivals
(input)
departures
Criteria
(output)
Measure ment
Control
Monitor
Consumer demand
Service personnet
Service operations manager
• Production function:
Monitor and control process
• Marketing function:
Interact with consumers
Empowerment
Training
Attitudes
Alter
Schedule
Perceived needs
Location
demand
supply
Control demand
Modify as necessary
Define standard
Service package
Supporting facility
Facilitating goods
Basis of
Communicate
by advertising
Information
selection
Explicit services
Implicit services
Source: Bordoloi, S., Fitzsimmons, J., & Fitzsimmons, M. (2019). Service Management: Operations, Strategy, Information Technology, 9e.
Figure 1.9:
Open Systems View of Services
Transcribed Image Text:Service process Consumer participant Consumer-provider interface Consumer Evaluation Consumer arrivals (input) departures Criteria (output) Measure ment Control Monitor Consumer demand Service personnet Service operations manager • Production function: Monitor and control process • Marketing function: Interact with consumers Empowerment Training Attitudes Alter Schedule Perceived needs Location demand supply Control demand Modify as necessary Define standard Service package Supporting facility Facilitating goods Basis of Communicate by advertising Information selection Explicit services Implicit services Source: Bordoloi, S., Fitzsimmons, J., & Fitzsimmons, M. (2019). Service Management: Operations, Strategy, Information Technology, 9e. Figure 1.9: Open Systems View of Services
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