Challenges of Service Management
Unique characteristics of service
Intangibility
Perishablity
Heterogeneity
Simultaneity
Customer Participation - Co-Creation
Managing Tactically and Strategically
Making operations central to strategy
Making the business case for service
Understand the service concept
WebCam in Day Care
Southwest Airliines
Surgery
Consultancy
Types of Processes
Commodity
Capability
Complexity
Simplicity
Quizlet
Exercise - What are the key tactical and strategic challenges faced by a University?