Service Production and Capacity Management
Barbershop Operations Management
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Operations Management functions are comprised of the following tasks:
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Operations Management functions are comprised of the following tasks:
- Human Resource Management - Human resource is a prime contributor to the success of any service operation. It is also a major cost element due to the labor-intensive nature of service operations. In a service operation, in addition to managing the workforce, there is also the task of managing the customers. Customers are managed as a labor resource, or resource, which flows through the system, thus they have to be trained to behave appropriately. for example, in a super market customers select and carry goods to the checkout, while in a hospital, patients have to go through different departments. The behavior of staff/operators and customers varies dramatically, thus it creates a great challenge in defining standards and ensuring consistency of quality.
- Capacity Management - The purpose of capacity management is to match the level of operations with the level of demand so as to find the balance between cost and service levels. This involves two (2) main tasks: considering the factors related to/from medium to long-term demand; developing strategies for the use of resources in order to accommodate changes for short-term demands. There are two main strategies: (1) vary capacity - the capacity is changed to follow changes in demand; (2) manage demand - influence demand to minimize the need to make changes in capacity. The role of demand patterns forecast is very important; the more accurate it is, the better the planning and arrangement of resources of the operation to meet the demand.
- Operations Control - Operations control involves activities concerned with ensuring that the service package is delivered to the customer at the right time and in the right right place. There are two (2) main areas: the receptionist/dispatcher role; and the production control role. The receptionist role associated with contacting and allocating customers, scheduling, and dispatching the service delivery system to customers. Production control role is responsible for activities at the interface between "front office" and the "back office/room". This is the main link between those having high contact with customers in"front office", to those in the "back room" who have little or no contact with customers. This area is very important in ensuring the service-producing unit delivers service packages to the customer as and when they are required or promised.
- Quality Management - Quality management is concerned with quality assurance of total service package. This involves activities and functions including designing, specification, and quality control in order to deliver the service package in a way that meets the customers' expectations.
- Queuing Systems Design - []
- Materials Management - []
- Selection of Site Location - []
- Operations Strategy - []
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Operations Management Functions
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Capacity Management
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Operations Management Functions
Barbershop Capacity Management
This is the practice of managing the limitations of business and technology services. Its goal is typically to meet service scalability levels defined by business strategy and service level agreements (SLAs) while managing costs. Capacity Management is the process of planning the resources required to meet business demands. This includes capacity forecasting, planning, monitoring and performance analysis. Organization capacity is the volume of work that can be handled by an organization, team, process, service or tool/device. It can often be scaled up or down by adding, reallocating, and subtracting resources.
This can happen at three (3) levels in the organization; business capacity, service capacity, and component capacity levels.
Business Capacity Management
This refers to the capacity of teams, business capabilities (functional areas) and processes. Business capacity can include human resources, equipment, infrastructure, facilities, and technology. For example, operations planning for resources required to boost production by x% to meet customer demand.
Service Capacity Management
Capacity management for a service, i.e., IT service, restaurant service, etc., may be based on service level agreements (SLAs), and the service plans capacity required to meet the service levels based on sales/demand forecasts. Service capacity is usually associated with a cost such as the need to hire more employees and buy more equipment. Capacity management seeks to balance those costs with the capacity of services to handle average and peak demand.
This is the practice of managing the limitations of business and technology services. Its goal is typically to meet service scalability levels defined by business strategy and service level agreements (SLAs) while managing costs. Capacity Management is the process of planning the resources required to meet business demands. This includes capacity forecasting, planning, monitoring and performance analysis. Organization capacity is the volume of work that can be handled by an organization, team, process, service or tool/device. It can often be scaled up or down by adding, reallocating, and subtracting resources.
This can happen at three (3) levels in the organization; business capacity, service capacity, and component capacity levels.
Business Capacity Management
This refers to the capacity of teams, business capabilities (functional areas) and processes. Business capacity can include human resources, equipment, infrastructure, facilities, and technology. For example, operations planning for resources required to boost production by x% to meet customer demand.
Service Capacity Management
Capacity management for a service, i.e., IT service, restaurant service, etc., may be based on service level agreements (SLAs), and the service plans capacity required to meet the service levels based on sales/demand forecasts. Service capacity is usually associated with a cost such as the need to hire more employees and buy more equipment. Capacity management seeks to balance those costs with the capacity of services to handle average and peak demand.
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