Concept explainers
a)
To generate: The additional services or improvements in service delivery for a banking.
Service package is the term, which would indicate the collection of goods and services that are provided by the service operation in an environment.
b)
To generate: The additional services or improvements in service delivery for a higher education.
Service package is the term, which would indicate the collection of goods and services that are provided by the service operation in an environment.
c)
To generate: The additional services or improvements in service delivery for a healthcare.
Service package is the term, which would indicate the collection of goods and services that are provided by the service operation in an environment.
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OPERATIONS AND SUPPLY CHAIN MANAGEMENT
- During nearly four decades of business operations, Memphis-based FedEx has earned a reputation for reliable, on-time delivery of packages to homes and offices around the country. Founder Fred Smith originally focused on overnight deliveries, choosing Memphis as the company’s headquarters because the airport rarely closes due to bad weather. With FedEx’s planes departing and arriving on schedule nearly all the time, its express shipments usually remained on schedule, then and now. To reassure customers that delivery will take place when and where promised, the firm offers a money-back guarantee on time-sensitive express shipments, among other services. FedEx has steadily expanded its portfolio of services since the 1970s. Its original overnight express delivery is currently available to U.S. customers in various forms, including “first-overnight” delivery, next-morning delivery, next-afternoon delivery, and budget-pleasing two- or three-day delivery. The company’s services also include cost-effective ground delivery for parcels and extra-speedy same-day delivery for urgent deliveries within 1,800 cities. Over the years, FedEx has widened its delivery network to more than 220 countries. It has purchased more cargo jets and acquired specialized shipping firms, including Tiger International, Roberts Express, RPS, and TNT Express, to support global growth. For international business customers needing products, parts, or raw materials shipped across countries or continents, the company now offers time-saving services such as commercial freight forwarding and cross-border logistical support. To add the convenience of local drop-off and pickup points for U.S. consumers and small businesses, FedEx acquired the Kinko’s office services company in 2004 and later rebranded it as FedEx Office. This acquisition also added printing and copying to the menu of services offered. Then the company arranged for large U.S. retailers such as Walgreens, Albertsons, Kroger, and Safeway to accept packages for shipment and receive package delivery for customer pickup in thousands of store locations. This means people who want to send a package can head to a nearby retailer and ship where they shop, rather than making a separate trip to the FedEx location. It’s also a safe alternative for packages to be picked up by people who don’t want FedEx shipments left by the front door. Another service FedEx offers to small and mid-sized businesses, including retailers, is FedEx Fulfillment. The purpose is to expedite order fulfillment by having each business store its products in a FedEx warehouse. Then, when the business’s customers place orders, FedEx puts the products into boxes bearing the business’s own logo and ships directly to those customers. The business doesn’t need a separate warehouse or staff for fulfillment, and packages are on their way to customers more quickly because the products were in FedEx’s warehouse, ready to be packed and shipped. This service puts FedEx into direct competition with Amazon.com, which offers a similar service to merchants that sell through the online Amazon Marketplace. But it also gives businesses that don’t sell via Amazon a fast and professional fulfillment alternative. FedEx is careful to let customers know, through media and social-media announcements, when it anticipates that extreme weather or other conditions will cause delays or force it to halt pickups and deliveries. For the duration of Hurricane Irma, for example, FedEx said it would suspend deliveries in Florida. Some Florida customers who had ordered generators to be delivered via FedEx were unhappy, because they worried about being without power during and after the storm. But one FedEx employee loaded several generator orders into his car and took them to customers himself. When a customer posted a grateful compliment to FedEx on Facebook, the message generated thousands of likes, shares, and positive comments. The company also received positive comments for its donations of cash and transportation services to areas devastated by Hurricanes Irma, Harvey, and Maria. According to the American Customer Satisfaction Index (ACSI), FedEx often tops the list of U.S. shipping companies as ranked by customers surveyed. Every day, the company delivers 13 million packages—and during the busy year-end holiday season, it delivers many more. By meeting customers’ expectations for on-time deliveries, FedEx has increased annual revenues beyond $60 billion and positioned itself for continued growth in the future. How does FedEx’s money-back guarantee address customers’ concerns about heterogeneity?arrow_forwardLocate each of the following services on the service delivery system matrix:a. Vending machineb. Housecleaning servicec. Appliance repairarrow_forwardTo eliminate service inconsistencies, companies rely on ______ and___________ .arrow_forward
- Answer the given question with a proper explanation and step-by-step solution. Use the information. A cafeteria serving line has a coffee urn from which customers serve themselves. Arrivals at the urn follow a Poison distribution at the rate of 2.5 per minute. In serving themselves, customers take about 22 seconds, exponentially distributed.Use formulas to solve, no excel. Show all work. a. How many customers would you expect to see, on average, at the coffee urn? b.How long would you expect it to take to get a cup of coffee? c.What percentage of time is the urn being used? d. What is the probability that three or more people are in the cafeteria?arrow_forwardA student arrive in a photocopy service. There is only one photocopy operator, and the time required for inquiry varies from student to student. The average arrival rate is 12 students per hour, and the average service rate is 20 students per hour. What is the average service time for this problem? Select one: a. 2.28 minutes b. 4.35 minutes c. 3 minutes d. 1 minutearrow_forwardMelanie is the manager of the Clean Machine car washand has gathered the following information. Customers arriveat a rate of eight per hour according to a Poisson distribution.Th e car washer can service an average of ten cars per hour withservice times described by an exponential distribution. Melanie isconcerned about the number of customers waiting in line. She hasasked you to calculate the following system characteristics:(a) Average system utilization(b) Average number of customers in the system(c) Average number of customers waiting in linearrow_forward
- You are asked to assess the current service model for a manufacturing line featuring 8 machines. Based on empirical data you have determined that machines have a 20% likelihood of being down and in need of repair. There are currently 2 workers capable of running and repairing machines. Each of the 8 machines can produce 18 units/hour. The overhead for running each of the 8 machines is $700 per day per machine. Each operator is paid at an hourly rate of $16. [You can assume an 8-hour work day] a. Determine the total amount of lost work time. b. Should you hire an additional worker to run the 8 machines in this manufacturing line?arrow_forwardIn locating pure services, which of the following measures are recommended in the literature on health clinics and can be used for trial-and-error procedures? Facility utilization Travel distance per citizen Travel distance per doctor Only A and Barrow_forwardIn an M/M/1 queueing system, the arrival rate is 5 customers per hour and the service rate is 7 customers per hour. What is the utilization? Note: Round your answer to 3 decimal places. What is the expected number of customers in the system (L)? Note: Round your answer to 3 decimal places. What is the expected waiting time in the system (W)? Note: Express the waiting time in hours, round your answer to 3 decimal places. What is the expected number of customers in the queue(Lq)? Note: Round your answer to 3 decimal places. What is the expected waiting time in the queue(Wq)?arrow_forward
- Practical Management ScienceOperations ManagementISBN:9781337406659Author:WINSTON, Wayne L.Publisher:Cengage,MarketingMarketingISBN:9780357033791Author:Pride, William MPublisher:South Western Educational Publishing