EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Question
Chapter 1, Problem 6PA
Summary Introduction
Interpretation:The application of differences between goods-producing firms and service-providing firms in relation to a fire department.
Concept Introduction:
Managing operations are essential to any firm; be it engaged in producing goods or providing services. It is important that firms understand the difference between the two, to correctly employ operations management strategies. The tangibility of the final output, production on demand, customer specific production and the physical location could be identified as the four main aspects that differentiate goods and services.
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Choose one of the following services and explain, using specific examples, how each of the differences between goods producing and service providing businesses applies:
a. a family practice medical office
b. a fire department
C. a restaurant
d. an automobile repair shop
Compare and contrast the three options from the perspective of customer services?
Services and products are similar in a number of ways, especially intangibility and perceived benefits.
true or false?
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- Differentiate in detail the three options from the perspective of customer service. Which do you believe will provide the best level of service? Why?arrow_forwardDescribe post-sale service arrangements the firm does or should provide?Explain how the firm’s repair/service efforts impact customer satisfaction?arrow_forwardPropose new or innovative product/service that you will offer in the market. Describe the business briefly.arrow_forward
- Draw a goods and services spectrum, and determine where to place the following products along the spectrum: a nightclub, a new motorcycle, a designer shoe store, an Internet search engine, a new snowboard, and a photography class. Keep in mind that there are rarely items that are true goods or true services. What are the reasons for your choices? (Be sure to defend your choices.) Goods-------------------------------------------------------------------Servicesarrow_forwardBriefly describe a service of your choice. Offer two recommendations for how the company/service provider in your example could manage the characteristics of services to create more value for its customers.arrow_forwardDiscuss the effect of service quality control on the organization's success as a pharmaceutical company's operations manager.arrow_forward
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