Manufacturing and Service Organizations

Front

What is the primary focus of the book?

Back

Manufacturing, but the principles also apply to service organizations.

Front

What are service organizations?

Back

Organizations whose primary outputs are services rather than manufactured goods.

Front

Give examples of service outputs.

Back

Legal services, accounting services, banking, insurance, and haircutting.

Front

What is a key difference between service and manufacturing environments?

Back

The approach to planning and control is more difficult to manage in service organizations.

Front

What are the four major reasons that influence planning and control in service organizations?

Back

1. Timing 2. Customer Contact 3. Quality 4. Inventory

Front

Why is timing a challenge in service organizations?

Back

There is often little time between recognizing demand and delivering the service.

Front

How do service organizations attempt to control demand?

Back

Through appointments and reservations.

Front

What role does customer contact play in service organizations?

Back

Customers are often involved in the design of the service output.

Front

Why is measuring quality in service organizations difficult?

Back

Much of the quality may be intangible.

Front

What is a challenge for 'pure' service organizations regarding inventory?

Back

They often do not have the luxury of inventorying their output.