ADMS 4275 Lecture Notes - Lecture 5: Triage

• School: York University
• Department: Administrative Studies
• Course: ADMS 4275
• Professor: Kim Snow

Document Summary

A (cid:272)usto(cid:373)e(cid:396)(cid:859)s pa(cid:396)ti(cid:272)ipatio(cid:374) i(cid:374) the p(cid:396)o(cid:272)ess (cid:373)ay (cid:271)e a(cid:272)ti(cid:448)e (cid:894)gy(cid:373)(cid:895) o(cid:396) passi(cid:448)e (cid:894)theat(cid:396)e pe(cid:396)fo(cid:396)(cid:373)a(cid:374)(cid:272)e(cid:895) but customers are often physically presence. Chapter deals with the trade-offs between the search for operational efficiency and the need to create market effectiveness. The (cid:373)a(cid:374)(cid:374)e(cid:396) i(cid:374) (cid:449)hi(cid:272)h (cid:862)ope(cid:396)atio(cid:374)al (cid:272)o(cid:373)petiti(cid:448)e(cid:374)ess(cid:863) is e(cid:373)(cid:271)(cid:396)a(cid:272)ed (cid:271)y (cid:448)a(cid:396)ious se(cid:396)(cid:448)i(cid:272)e fi(cid:396)(cid:373)s (cid:272)a(cid:374) be described by four stages: available for service. Ope(cid:396)atio(cid:374)s fo(cid:396) a fi(cid:396)(cid:373) at this le(cid:448)el of (cid:272)o(cid:373)petiti(cid:448)e(cid:374)ess a(cid:396)e (cid:448)ie(cid:449)ed as (cid:858)(cid:374)e(cid:272)essa(cid:396)y e(cid:448)il(cid:859): at best reactive to the needs of the rest of the organization and deliver service as specified trying to avoid mistakes. E. g. local concert tickets online via their own website: journeyman. Motivation to jump to this stage is often provided by the arrival of competition. No longer good enough to have a basic operation that works: operations are much more outward looking, benchmarking to competitors. Introduction of self check out system will enhance operational competitiveness: distinctive competence achieved.