CHAPTER 10

Design of Service Systems

CRITICAL QUESTIONS

After going through this chapter, you will be able to answer the following questions:

  • Is process design in service systems any different from that in manufacturing systems?
  • What factors significantly determine the design of service systems?
  • What do we mean by customer contact in service organizations? How does it affect the design of service systems?
  • What do we mean by service positioning? What are the factors that determine service positioning?
  • What is the basic structure of a waiting-line model?
  • How can one use the principles of queueing theory to analyse capacity-related issues in service and manufacturing firms?
  • How do service firms address short-term capacity planning problems? ...

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