4.1 OPERATIONAL SERVICES CLASSIFICATION
Manufacture companies: Project production; Job Shop production; Batch production; Mass production; Continuous production
Differences (Flow; Flexibility; Number of products; Capital investment; Labor skills; Volume)
>SERVICE PROCESSES ACCORDING TO CUSTOMER CONTACT:
Groups: Professional services (project production); Mass services (mass or continuos prod).
>ACCORDING TO CUSTOMIZATION AND LABOR/CAPITAL INTENSIVENESS
Types: Service factory; Service shop; Mass services; Professional services
Changes according to the participation of the client.
>THE MATRIX SYSTEM SERVICE
Three variables: Customer/server contact (buffered, permeable, reactive); sales opportunity; production efficiency.
OTHER IMPLICATIONS: employees, operations, technology.
Aspects to classify design services (3.1.C): nature of service and receiver; study three areas.
Techniques to improve productivity:Structure the service; Self service; Order restrictions;
Customization of only some parts; Automation of the service
NEW SERVICES DESIGN
Generation of ideas; Concept evaluation; Business analysis; Service development; Market test;
Commercialization; Evaluation and control.
APPROACHES TO DESIGN SERVICES SYSTEM
Product line method; Self service method; Personal attention method
LEAN MANUFACTURING AND DESIGN
Kaizen(improvement):to improve workplace 5S (seri, seiton, seiso, seikutsu, shitsuke)
Eliminate waste: Muda (process that doesnt add value); Mura (uniformity); Muri(stress to employees)
Poka-Yoke; Process charts; Process capacity analysis; Bottleneck; Process time of a station; Process time of a system; Process cycle time; Parallel processes; Simultaneous processing