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Essay / Research Paper Abstract
This 7 page paper considers the differences in management of a company selling products and companies providing services from the perspective of an operations manager. The paper looks at the similarities in the way customer satisfaction needs t be created and discusses the tools that could be utilized to ensure that the services are meeting the market needs. The bibliography cites 10 sources.
Page Count:
7 pages (~225 words per page)
File: TS14_TEprodserv.rtf
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Unformatted sample text from the term paper:
and develop a new approach. However, it can also be argued that in reality a service is simply a different kind of product. The product based manager may be used
to the ability to count the physical assets, measure the quality by taking a sample and even build up a stock of goods to sell when there is peak
demand or as a buffer against unforeseen events. In the service industry these are all very different, the service is intangible so although measurement is possible it is far more
difficult and unlike physical goods there is no potential for stockpiling or building up an inventory, the services are usually required on demand, which can increase the need for flexibility
I the capacity of the firm whatever service is being offered from hotel rooms and tours to accountancy or legal services. Some services may find it easy to increase capacity;
adding extra members of staff, other such as hotel will have an upper capacity that cannot be breach, where the maximisation of profits may be aided with dynamic pricing to
reflect the demand (Kotler, 2003). For the manager that is looking at the differences the task may be deemed ad broadly similar, where the idea of the selling the
product was to satisfy the customer with the product in terms of quality and availability as well as living up to the promises that were made about it, the same
it true of services, the difference being that the product sold, which is the service, will be assessed in terms of the customers satisfaction a much shorter period; mainly while
the service is being used and possibly against a less defined set of subjective measures. If we want to compare product and
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