Goods & Services

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Homework #2: Goods, Services, and Operations Management Written By: Tamara Ellis Prof. Samuel A. Garwon MGMT 480 – 002 March 6, 2013 1. Explain why a bank teller, nurse, or flight attendant must have service management skills. How do the required skills differ for someone working in a factory? What are the implications for hiring criteria and training? Service-providers need technical/operations skills plus human interaction and marketing skills. A bank teller, for example, must be able to complete many types of financial transactions and operate the computer and associated software. The teller must also interact with the customer in a pleasant way, be in a location convenient to customers and market other financial services…show more content…
She tells us to wait for our number to be called. After 30 minutes of waiting, our number had still not been called, and the last number called was 36 (6 people ahead of us). She had now exceeded the approximately waiting time and had not given us an update since, I once again asked the waiting time and she then said 15 to 20 minutes. This was an outrage to my family and me because that would make it a total of about an hour before we would be seated and this was far more than we originally anticipated. We explained to the hostess that if we had known it would be an approximately an hour wait from the beginning we could have possibly made other arrangements to another restaurant. I believe the organization could have handled this much better by: having an accurate approx. waiting time, better customer service, upgraded technology, active managers, and ample amount of busboys and waiter/waitress for their busy nights. In this particular situation, operations management would have helped by forecasting: considering the time and day of operation, and setting forth plans for either a busy or slow day. Using supply chain management: by calling enough workers in to work. Technology Selection: by investing in a screen-touch seating application and/or waiting devices that ring or vibrate the time of their seating. Also by determining the best employees for each position and providing the best types of customer’s needs. 5. Interview a working friend or family
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