Professional Documents
Culture Documents
Davis
Janelle Heineke
OPERATIONS MANAGEMENT
INTEGRATING MANUFACTURING AND SERVICES
FIFTH EDITION
PowerPoint Presentation by
Charlie Cook, The University of West Alabama
Copyright 2005, The McGraw-Hill Companies, Inc.
CHAPTER
16
Waiting Line
Management
PowerPoint Presentation by Charlie Cook
The University of West Alabama
Copyright 2005 The McGraw-Hill
2 Companies. All rights reserved.
CHAPTER OBJECTIVES
Managerial Issues
Banyak pelanggan yang tidak
suka menunggu.
Bagaimana cara mengatur
masa tunggu pelanggan,
mencegah dan menghindarkan
ketidak puasan pelanggan.
4
Waiting Time
Actual Waiting Time
Waktu, ukuran tentang berapa lama pelanggan
harus menunggu sebelum menerima layanan.
Source: From Where the Time Goes, U.S. News & World Report, January 30, 1989, p. 81.
Copyright 1989 U.S. News and World Report, L. P. Reprinted with permission.
Exhibit 16.16
Exhibit 16.28
Defining Customer
Satisfaction
Definition of Customer Satisfaction
Ukuran reaksi konsumen terhadap jasa layanan khusus.
Customer Expectations
pendapat/pemahaman konsumen yang dibentuk
sebelumnya berkaitan dengan layanan apa yang akan
diterima, hal ini dipengaruhi oleh prior experience,
advertising, and word-of-mouth.
Disconfirmation
10
The Role of
Satisfaction in a
Customer
Behavior Model
SATISFACTION
Source: Reprinted with permission from the Journal of Marketing Research 17 by the American Marketing
Association, R. L. Oliver, The Role of Satisfaction in a Customer Behavior Model, November 1980.
Exhibit 16.3
McGraw-Hill/Irwin 16
1611
13
Back-of-the-house
14
Cross-training of employees
Training employees to perform a variety of tasks
(inventorying skills) increases their flexibility in
providing a fast and efficient service operation.
15
16
Exhibit 16.4
17
18
Exhibit 16.5