OM (Chapter 1)
Goods, Services and Operations Management
Goods, Services and Operations Management
Kartei Details
| Karten | 13 |
|---|---|
| Sprache | English |
| Kategorie | BWL |
| Stufe | Universität |
| Erstellt / Aktualisiert | 13.05.2013 / 04.12.2014 |
| Lizenzierung | Kein Urheberrechtsschutz (CC0) |
| Weblink |
https://card2brain.ch/box/om_chapter_1
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| Einbinden |
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Operations Management
Operations management (OM) is the science and art of ensuring that goods and services are created and delivered successfully to customers.
What does OM comprise in itself?
Design of goods, services, and the processes that create them. Day-to-day management of those processes. Continual improvement of these goods, services, and processes.
durable good
A durable good is a product that typically lasts at least three years. Vehicles, dishwashers, and furniture are some examples of durable goods.
non-durable good
A non-durable good is perishable and generally lasts for less than three years. Examples are toothpaste, paper bags, shoes, and fruit.
3 similarities between goods and services
1.Goods and services provide value and satisfaction to customers who purchase and use them. 2.They both can be standardized or customized to individual wants and needs. 3.A process creates and delivers each good or service, and therefore, OM is a critical skill.
7 differences berween goods and services
1.Goods are tangible while services are intangible. 2.Customers participate in many service processes, activities, and transactions. 3.The demand for services is more difficult to predict than the demand for goods. 4.Services cannot be stored as physical inventory. 5.Service management skills are paramount to a successful service encounter. 6.Service facilities typically need to be in close proximity to the customer. 7.Patents do not protect services.
service encounter
A service encounter is an interaction between the customer and the service provider.
moments of truth
Any episodes, transactions, or experiences in which a customer comes into contact with any aspect of the delivery system, however remote, and thereby has an opportunity to form an impression - is a moment of truth.
