|
|
|
|
|
 |
|
BREAKING THE TRADE-OFF Between Efficiency and Service
|
|
|
 |
BREAKING THE TRADE-OFF
Between Efficiency and Service
- INDEX -
1. Issue of Variability
2. Five Types of Variability
3. A Classic Trade-Off
4. Solutions in Practice
5. Managing the Operational Behavior of Customers
6. Throwing a Customer in the Works
Issue of Variability
Today service businesses…
struggle with a reality that is foreign to manufacturers: Customers “interfere” with their operations.
Customers aren’t simply the open wallets at the end of an efficient supply chain.
Because they want to give high quality service in their point of view, they’re directly involved in ongoing operations.
So, Customers muck up the manufacturer’s carefully designed processes left and right.
Issue of Variability
Dealing with that variability…
Is a chance or challenge to making a service offering profitable.
But conventional training or tool kits equips based on manufacturing context…
It is a just a enemy of quality...
Issue of Variability
But, in the service context…
.... |
|
|
|
 |
|
|
|
|
|
|
|
|
|
|
|
| |
|
|
|
2013.05.09
44페이지
