Documente Academic
Documente Profesional
Documente Cultură
13-2
Supply Chain for Physical
Goods
Suppliers
Disposal
Recycling/Remanufacturing
13-3
Customer-Supplier Duality in
Service Supply Relationships
(Hubs)
13-4
Single-Level Bidirectional
Service Supply
Relationship
Service Customer >Input Service
Category -Supplier Output> Provider
13-7
Sources of Value in Service
Supply Relationships
Bi-directional Optimization
Managing Productive Capacity
- Transfer: make knowledge available
(e.g. web based FAQ database)
- Replacement: substitute technology for
server (e.g. digital blood pressure device)
- Embellishment: enable self-service by
teaching (e.g. change surgical dressing)
Management of Perishability
13-8
Impact of Service Supply
Relationships
13-9
Impact of Service Supply
Relationships (cont.)
13-10
Professional Service Firms
Body of Knowledge
Productivity
Fees Fees Hours
Pr oductivity
Staff Hours Staff
Value Utilization
13-12
Profitability Tactics
Tactic Category
Lower Fixed (Overhead) Costs Margin
Improve cash cycle
Reduce office space and equipment
Reduce administrative and support staff
Raise Prices and Differentiate Productivity
Specialize, innovate, add more value
Performance Evaluation
Identify Evaluator Meet Deadlines
Quality of Work Flexibility
Communication Dependability
13-15
Taxonomy for Outsourcing
Business Services
Importance of Service
Low High
Facility Support: Equipment Support:
Property -Laundry -Repairs
-Janitorial -Maintenance
Focus -Waste disposal -Product testing
Employee Support: Employee Development:
of People -Food service -Training
-Plant security -Education
-Temporary personnel -Medical care
Service Facilitator: Professional:
Process -Bookkeeping -Advertising
-Travel booking -Public relations
-Packaged software -Legal
13-16
Outsourcing
Considerations
Focus on Property
Facility Support Service
Low cost
Identify responsible party to evaluate performance
Precise specifications can be written
13-20
Interactive Exercise
13-22
Peapod Smart Shopping for
Busy People