operations management for services
DESCRIPTION
Small business development presentationTRANSCRIPT
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
W. www.bladesandbladesconsultancy.com
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