Chapter 12 3rd ed

Chapter 12
SERVICE
RESPONSE
LOGISTICS

Prepared by Mark A. Jacobs, PhD
©2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

LEARNING OBJECTIVES
You should be able to:
 Understand how supply chain management in services differs from supply chain management in manufacturing  Define service response logistics & describe all of its elements  Understand the importance of service layouts & perform a layout analysis using several techniques
 Describe the strategies for managing capacity, wait times, distribution, & quality in services

©2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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LEARNING OBJECTIVES
(Continued)

You should be able to:
 Understand queuing system design issues & calculate queue characteristics.
 Use various techniques for managing customers’ perceived waiting times.
 Understand the different distribution channels available for services.
 Define service quality & describe how to measure it & improve it.
©2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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CHAPTER OUTLINE

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Introduction
An Overview of Service Operations
Supply Chain Management in Services
The Primary Concerns of Service Response Logistics

©2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

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Introduction
 Many services are pure services, offering few or no tangible products to customers
 Others may have end products with a larger tangible component (e.g., restaurants & repair facilities)  Customers are often involved in the production of the service
 Services may provide state utility - they do something to things owned by the customer (e.g., store supplies &