Service systems
Operations Management History
The Role of Services in an economy Operations Management: Set of activities that create value in the form of goods and services,
Timeline of OM:
Crafts Manufacturing
Industrial Revolution (1770 England):
• Invention of steam engines, replaced human power
• Started with textile industry
• Increased use of refined coal
Division of Labor (1776, Adam Smith)
Standardized parts (1800, Eli Whitney), interchangable parts
Steam Ships (1807)
Telegrapgh (1844, Samuel Morse)
Operations Management History
Timeline of OM continued :
Telephone (1876, Graham Bell)
Scientific Management (1881, Frederick Taylor)
Coordinated Assembly Line (1913, Henry Ford)
• First used moving assembly line
• Mass production in auto industry
Motion Study (1922, Frankard Gillian)
Inventory Management (1915, F.W. Harris)
Quality Control (1930s, Roming, Shewart, Dodge)
Operations Research Applications in Warfare (1940s)
Commercial Digital Computers (1951, IBM)
Operations Management History
Timeline of OM continued:
Extensive Development of OR Tools in business:
• Simulation, Waiting Line Theory, Material Requirement Planning (MRP)
Service Quality and Productivity (1970s)
Emphasis on Quality (1980s-1990s)
• Just in time, Lean manufacturing
Home and Personel Computers (1981, IBM)
Internet (1990s)
Supply Chain Management (1990s)
• ERP, SAP, Oracle
E-Commerce and Service Science (2000s)
Introduction
Greatest labor migration from agriculture and manufacturing to services Migration is driven by global communications, business and technology growth, urbanization and low cost labor
Introduction (2)
Service industries are leaders in every industrialized nation
They create new jobs that dominate national economy
Have the potential to enhance the quality of life of everyone
Service Sector and Economy
Service Definitions
One important reason for the interest in service sector is the quality trend that
The Role of Services in an economy Operations Management: Set of activities that create value in the form of goods and services,
Timeline of OM:
Crafts Manufacturing
Industrial Revolution (1770 England):
• Invention of steam engines, replaced human power
• Started with textile industry
• Increased use of refined coal
Division of Labor (1776, Adam Smith)
Standardized parts (1800, Eli Whitney), interchangable parts
Steam Ships (1807)
Telegrapgh (1844, Samuel Morse)
Operations Management History
Timeline of OM continued :
Telephone (1876, Graham Bell)
Scientific Management (1881, Frederick Taylor)
Coordinated Assembly Line (1913, Henry Ford)
• First used moving assembly line
• Mass production in auto industry
Motion Study (1922, Frankard Gillian)
Inventory Management (1915, F.W. Harris)
Quality Control (1930s, Roming, Shewart, Dodge)
Operations Research Applications in Warfare (1940s)
Commercial Digital Computers (1951, IBM)
Operations Management History
Timeline of OM continued:
Extensive Development of OR Tools in business:
• Simulation, Waiting Line Theory, Material Requirement Planning (MRP)
Service Quality and Productivity (1970s)
Emphasis on Quality (1980s-1990s)
• Just in time, Lean manufacturing
Home and Personel Computers (1981, IBM)
Internet (1990s)
Supply Chain Management (1990s)
• ERP, SAP, Oracle
E-Commerce and Service Science (2000s)
Introduction
Greatest labor migration from agriculture and manufacturing to services Migration is driven by global communications, business and technology growth, urbanization and low cost labor
Introduction (2)
Service industries are leaders in every industrialized nation
They create new jobs that dominate national economy
Have the potential to enhance the quality of life of everyone
Service Sector and Economy
Service Definitions
One important reason for the interest in service sector is the quality trend that