Service Capacity
Service Capacity
* Service Capacity is defined as the maximum level of value-added activity, which can be consistently achieved over a period of time under normal operating conditions.
* The important consideration is that the service provider should be able to sustain provision of service at such a rate comfortably under normal working conditions.
* It can be expressed as :
1. Max. number of patient attended by a Doctor / hr. 2. Max. number of calls attended by a Executive / hr. 3. Max. number of passengers serviced by Metro Rail /day
Three Pure Planning strategies are suggested :
* Constant Capacity, * Chase Strategy ( Capacity closely following the demand patterns) * Demand Smoothening.
The three pure planning service capacity strategies are used in combination by many service providers.
Constant Capacity
As the name of strategy suggests, the capacity constituted by key, critical, rare or costly resources is kept constant throughout.
1. Capacity of Call-Centre
2. Availability & Appointments by Specialist Doctor in his clinic
3. Capacity sharing by Airlines companies.
The customers are attended but the quality suffers a lot.
Chase Capacity Strategy
As the name indicates, the capacity closely follows the demand patterns.
Constant Capacity strategy would be disastrous if customers are not willing to wait and if competitors are available nearby.
The operations manager would need flexibility in his capacities with respect to demand.
* Fast Food Restaurant ( Use of Part-time employees ) * Cross Trained Employees in Banking industries for Single Window Services.
Strategy with Demand Smoothening
In this strategy, the operations manager should attempt to smooth customer demand throughout the time period by inducing more customers to avail the service during the period of low demand.
1. Offering price discounts during late night flights, 2. Offering discounts
* Service Capacity is defined as the maximum level of value-added activity, which can be consistently achieved over a period of time under normal operating conditions.
* The important consideration is that the service provider should be able to sustain provision of service at such a rate comfortably under normal working conditions.
* It can be expressed as :
1. Max. number of patient attended by a Doctor / hr. 2. Max. number of calls attended by a Executive / hr. 3. Max. number of passengers serviced by Metro Rail /day
Three Pure Planning strategies are suggested :
* Constant Capacity, * Chase Strategy ( Capacity closely following the demand patterns) * Demand Smoothening.
The three pure planning service capacity strategies are used in combination by many service providers.
Constant Capacity
As the name of strategy suggests, the capacity constituted by key, critical, rare or costly resources is kept constant throughout.
1. Capacity of Call-Centre
2. Availability & Appointments by Specialist Doctor in his clinic
3. Capacity sharing by Airlines companies.
The customers are attended but the quality suffers a lot.
Chase Capacity Strategy
As the name indicates, the capacity closely follows the demand patterns.
Constant Capacity strategy would be disastrous if customers are not willing to wait and if competitors are available nearby.
The operations manager would need flexibility in his capacities with respect to demand.
* Fast Food Restaurant ( Use of Part-time employees ) * Cross Trained Employees in Banking industries for Single Window Services.
Strategy with Demand Smoothening
In this strategy, the operations manager should attempt to smooth customer demand throughout the time period by inducing more customers to avail the service during the period of low demand.
1. Offering price discounts during late night flights, 2. Offering discounts