TSM_OpMgmt
MSE TSM Operatiosn Management
MSE TSM Operatiosn Management
Kartei Details
| Karten | 28 |
|---|---|
| Sprache | Deutsch |
| Kategorie | BWL |
| Stufe | Universität |
| Erstellt / Aktualisiert | 06.09.2021 / 07.09.2021 |
| Lizenzierung | Keine Angabe |
| Weblink |
https://card2brain.ch/box/20210906_tsmopmgmt
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| Einbinden |
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Service Dominant Logic (SDL) Definition of Service:
Service is the application of knowledge and skills to provide benefits to others - vargo,lusch
Definition of manufacturing:
Production of tangibles (Sachgüter) whose ownership is transferred
Role of service (operations) in an economy VALUE
provider -> value creation -> customer
provideer <- value capture <- customer
Value creation for the customer:
- Time saving
- less work interruptions
- tool performance increase
- less organizational effort
- no internal technician is needed
- always the newest devices available
- theft insurance
value capture for the provider
- money
- data collection
- feedback from customer
- customer binding / relationship
- mouth to mouth advertisement
Characetiristics of Services (IHIP)
- Intangible (immateriell)
- Hetereogenenous (heterogen)
- Instantaneous (Unmittelbar)
- Perishable (Verdeblich)
Service Quality - 5 Dimensions:
- Reliability (Verlässlichkeit)
- Responsivness (Anprechbarkeit)
- Assurance (Sicherheit)
- Empathy (Einfühlsvermögen)
- Tangibles (Sachlichkeit)
Service Encounter:
- Moments of Truth in the customer journey
MoT = Steps in the customer journey where a lasting impression arise
When you will provide a service over a series of steps -> design customer journey and the dramatic arc
Be there when help is needed that will exceed the positiv thinking of you -> MoT
