operations management for services

Presented by Richard Blades

Business Consultant & Trainer

Services

Customer service

Systems management

The set of activities that creates goods and services by transforming inputs into outputs.

Inputs

•Labour

•Capital

•Management

Process

•Productivity

increase depends

on mix of inputs

Outputs

•Goods & Services

Repair and maintenance

Government

Food and lodging

Transportation

Insurance

Trade

Financial

Real estate

Education

Legal

Medical

Entertainment

Professional occupations

Establishing effective relationships with customers

Respond appropriately to customers

Communicate information to customers

Blades & Blades c2011

About 40% of all jobs are OM.

Plant manager

Purchasing director

Quality assurance

Supply chain manager

Etc.

Organization(s)

Operations Finance Marketing

Dell Factory Tour

Marketing Delivery

Transportation Management Services

Competitive Advantage

Supply Chain,

Inventory,

Scheduling,

Maintenance

Location,

Layout,

Human

Resources

Product,

Quality,

Process

Reasons

small

businesses

fail

Overexpansion

Poor capital

structure

Overspending

Lack of reserve

funds

Bad business

location Poor execution

and internal

controls

Inadequate

business plan

Failure to

change with

times

Ineffective

marketing and

self promotion

Underestimating

the competition

The Blades Business Cycle

Team

•Customer Care

Marketing

•(Identifying prospects

& developing leads)

Sales

•(Sell product/Service)

Administration

•(Accounts Customer

Service & Satisfaction,

Delivery)

Operations Management – Heizer & Redmer

Entrepreneurship – Kuratko & Hodgetts

Contact Details:

Blades & Blades Consultancy Services

T. 246.420.4826

E. info@bladesandbladesconsultancy.com

W. www.bladesandbladesconsultancy.com

Twitter: http://twitter.com/richieb93

LinkedIn: http://www.linkedin.com/in/richieb