IEN 201 Lecture Notes - Lecture 3: Time And Motion Study, Method Engineering, Single-Photon Emission Computed Tomography
1 Nov 2016
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Document Summary
Service operations: provide service, it is intangible, it is experienced. Type of service providers: service organizations, internal service (department inside a company), product companies that also provide service. Random service: costumers arrive randomly (fast food, er) Facility-based service: costumers must be at the service provider facility. High contact services: costumer involved high proportion of time. Low contact service: little direct contact between provider and costumer (delivery, tax collectors). Possible to analyze process and make improvements, technical and analytical skills are more important. Hiring and setting standards to staff is more difficult on services because: services vary, intangible work units, random arrivals, etc. Physical and mental activities are performed (reading, photocopying, calculating, etc). Creative: difficult, more education, problem solving, non-repetitive. Knowledge workers (creative abilities, discretion, self-pacing) usually do it. Professionals often do routine work because easier, staff not available, can predict time, Office technology: 3 categories office machine, data processing, and communication technologies.
