QUICK 20 QUESTIONS MULTIPLE CHOICE QUIZ!!!!!!!!!<-----ATTACHED LOOK<-----------
Oceanbreeze
ch14.pptGlobalization of Services
Chapter 14
McGraw-Hill/Irwin
Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
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Course Overview
Define, describe and classify services (Ch 1,2)
Strategic view of service design & development (Ch 3,4)
Process view of quality improvement
(Ch 6,7,8)
Encounter view of customers & employees (Ch 9)
VIEWS
SPECIAL TOPICS
TOOLS
Capacity planning & queuing models
(Ch 11,12,16)
Project management (Ch 15)
Information technology (Ch 5)
Supply Chains & Outsourcing (Ch 13)
Globalization (Ch 14)
Facility location
(Ch 10)
Inventory control
(Ch 18)
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Expansion Strategies
Single Service Multiservice
Focused service: Clustered service:
Single * Dental practice * Stanford University
Location * Retail Store * Mayo Clinic
* Family restaurant * USAA Insurance
Focused network: Diversified network:
Multisite * Federal Express * Nations Bank
* McDonald’s * American Express
* Red Roof Inns * Accenture
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Franchising
- Benefits to the Franchisee
Management Training
Brand Name
National Advertising
Acquisition of Proven Business
Economics of Scale - Issues for the Franchisor
Franchisee Autonomy
Franchise Contract
Conflict Resolution
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Generic International Strategies
Transnational
Strategy
Global
Strategy
Multi-domestic
Strategy
No
International
Strategy
Low
High
Force Towards Local Responsiveness
Force Towards Global
Integration
High
Low
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The Borderless World
(Kenichi Ohmae)
- Customers - information has empowered
- Competitors - nothing stays proprietary
- Company - fixed costs require large markets
- Currency - become currency neutral
- Country - deprive competitor of home market
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International Strategic Service Vision
(Extension of Chapter 3)
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Service Delivery
System
Operating Strategy
Service Concept
Target Market Segments
Available technology?
Infrastructure?
Utility service?
Labor market norms and customs?
Space availability?
Interaction with suppliers?
Educating customers?
Appropriate managerial practice?
Participative?
Autocratic?
Labor market institutions?
Government regulations?
Unions?
Host government policies?
Language?
Front office?
Back office?
What are customer expectations?
Perception of value?
Service ethic?
Service encounter?
Language?
Acceptance of self-serve?
What are the usage patterns?
Cultural transferability?
What are the market segments?
Domestic?
Multinational?
Tourist?
What are important cultural differences?
Language?
Life style?
Disposable income?
What are the workforce demographics?
Skills?
Age distribution?
Attitudes?
Work ethic?
International Strategic Service Vision
(Extension of Chapter 3)
*
Service Delivery
System
Operating Strategy
Service Concept
Target Market Segments
Available technology?
Infrastructure?
Utility service?
Labor market norms and customs?
Space availability?
Interaction with suppliers?
Educating customers?
Appropriate managerial practice?
Participative?
Autocratic?
Labor market institutions?
Government regulations?
Unions?
Host government policies?
Language?
Front office?
Back office?
What are customer expectations?
Perception of value?
Service ethic?
Service encounter?
Language?
Acceptance of self-serve?
What are the usage patterns?
Cultural transferability?
What are the market segments?
Domestic?
Multinational?
Tourist?
What are important cultural differences?
Language?
Life style?
Disposable income?
What are the workforce demographics?
Skills?
Age distribution?
Attitudes?
Work ethic?
International Strategic Service Vision
(Extension of Chapter 3)
*
Service Delivery
System
Operating Strategy
Service Concept
Target Market Segments
Available technology?
Infrastructure?
Utility service?
Labor market norms and customs?
Space availability?
Interaction with suppliers?
Educating customers?
Appropriate managerial practice?
Participative?
Autocratic?
Labor market institutions?
Government regulations?
Unions?
Host government policies?
Language?
Front office?
Back office?
What are customer expectations?
Perception of value?
Service ethic?
Service encounter?
Language?
Acceptance of self-serve?
What are the usage patterns?
Cultural transferability?
What are the market segments?
Domestic?
Multinational?
Tourist?
What are important cultural differences?
Language?
Life style?
Disposable income?
What are the workforce demographics?
Skills?
Age distribution?
Attitudes?
Work ethic?
Hofstede Dimensions
- Power Distance Index
- Individualism
- Masculinity
- Uncertainty Avoidance Index
- Long-Term Orientation
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International Strategic Service Vision
(Extension of Chapter 3)
*
Service Delivery
System
Operating Strategy
Service Concept
Target Market Segments
Available technology?
Infrastructure?
Utility service?
Labor market norms and customs?
Space availability?
Interaction with suppliers?
Educating customers?
Appropriate managerial practice?
Participative?
Autocratic?
Labor market institutions?
Government regulations?
Unions?
Host government policies?
Language?
Front office?
Back office?
What are customer expectations?
Perception of value?
Service ethic?
Service encounter?
Language?
Acceptance of self-serve?
What are the usage patterns?
Cultural transferability?
What are the market segments?
Domestic?
Multinational?
Tourist?
What are important cultural differences?
Language?
Life style?
Disposable income?
What are the workforce demographics?
Skills?
Age distribution?
Attitudes?
Work ethic?
Examples of Global Service Strategies
Globalization Global Service Strategies
Factors
Multicountry Importing Follow Your Service Beating the
Expansion Customers Customers Offshoring Clock
Customer Train local Develop foreign Develop Specialize in Provide
Contact workers language & foreign back- office extended
cultural sensitivity customers office service hours of
skills components service
Customization Usually a Strategic Re-prototype Quality and More need for
standard opportunity locally coordination reliability &
service coordination
Complexity Usually Strategic Modify Opportunity for Time
routine opportunity operations focus compression
Information Satellite On site advantage Move Training Exploit
Intensity network experienced investments opportunity
managers
Cultural Modify Accommodate Could be Cultural Common
Adaptation service foreign guests necessary to understanding language
achieve scale necessary
Labor Intensity Reduced Increased labor Hire local Reduced labor Reduced labor
labor costs costs personnel costs costs
Other Government Logistics Inadequate Home office Capital
restrictions management infrastructure employee investments
morale
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