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lecture_notes_week_10_ver4.docLECTURE NOTES
OPS 5095 ONLINE FORMAT
WEEK TEN
In our final week, we cover the last special topic which is globalization of services. Chapter 14 begins with a discussion of generic expansion strategies and then reviews the concept of franchising as a form of multisite expansion. Three international expansion strategies are then presented including 1) global, 2) transnational, and 3) multi-domestic. These three strategies are characterized by differing levels of local autonomy in which the global strategy has the least local autonomy and the multi-domestic strategy has the most. It is important to realize that these strategies must be implemented within a business environment which is itself becoming globalized, as depicted by Kenichi Ohmae’s discussion of the “borderless world”.
The strategic service vision framework which we originally covered in Chapter 3 is updated for international issues (Table 14.1) and three important related challenges for overseas business development are discussed including 1) cultural transferability, 2) labor market norms, and 3) host-government policy. Finally, five different types of global service strategies are presented. Note that these five strategies are not mutually exclusive and two or more can be combined into a single overall strategy.
Remember to post your response to the Week Ten Discussion Question by Thursday and then post at least one reply to other students’ posts by Sunday.
Course Overview
Define, describe and classify services (Ch 1,2)Strategic view of service design & development (Ch 3,4)Process-facility view of quality improvement(Ch 6,7,8)Encounter view of customers & employees (Ch 9)
VIEWSSPECIAL TOPICSTOOLS
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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This Course Overview chart provides a logical model for the entire course. The chart can be used as a “mental model” for putting each chapter into perspective. Using this kind of model can help you to better understand the relationships between chapters/topics and it can also improve your future retention of the material.
In the top block, we begin the course with a basic definition, description, and classification of “services” (Ch 1,2). We then proceed with the first of three levels of “views” – a high-level strategic view of services and how they are designed and developed (Ch 3,4). This is followed by a lower-level process view in which we analyze quality (Ch 6,7,8). Finally, we move to the lowest level “encounter view” in which we consider how employees and customers interact in typical service encounters (Ch 9).
After we finish the three basic views, we then proceed to consider various kinds of “tools” which are used for particular management and analytical purposes. These tools include capacity planning and queuing models (Ch 11,12,16), project management techniques (Ch 15), facility location models (Ch 10), and inventory control methods (Ch 18). Along the way, we also consider certain “special topics” which supplement the other chapters. These topics include information technology (Ch 5), supply chains and outsourcing (Ch 13), and Globalization (Ch 14).
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Course Overview
Define, describe and classify services (Ch 1,2)
Strategic view of service design & development (Ch 3,4)
Process-facility 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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