Service Supply Relationships - PowerPoint PPT Presentation

Service supply relationships l.jpg
1 / 18

  • Updated On :
  • Presentation posted in: General

Service Supply Relationships. Learning Objectives. Contrast the supply chain for physical goods with the customer-supplier duality of services. Discuss the challenge of managing service supply relationships.

I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.

Download Presentation

Service Supply Relationships

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.

- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript

Service supply relationships l.jpg

Service Supply Relationships

Learning objectives l.jpg

Learning Objectives

  • Contrast the supply chain for physical goods with the customer-supplier duality of services.

  • Discuss the challenge of managing service supply relationships.

  • Classify business services based on the focus of the service and its importance to the outsourcing organization.

  • Discuss the managerial considerations to be addressed in outsourcing services.

  • Discuss the challenges of delivering services in the field.

  • Prepare a delivery route using the Clarke-Wright algorithm.

Supply chain for physical goods l.jpg

Supply Chain for Physical Goods

Customer supplier duality in service supply relationships hubs l.jpg

Customer-Supplier Duality in Service Supply Relationships (Hubs)

Single level bidirectional service supply relationship l.jpg

Single-Level Bidirectional Service Supply Relationship

Two level bidirectional service supply relationship l.jpg

Two-Level Bidirectional Service Supply Relationship

Sources of value in service supply relationships l.jpg

Sources of Value in Service Supply Relationships

  • Bi-directional Optimization

  • Managing Productive Capacity- Transfer: make knowledge available (e.g. web based FAQ database)- Replacement: substitute technology for server (e.g. digital blood pressure device)- Embellishment: enable self-service by teaching (e.g. change surgical dressing)

  • Management of Perishability

Impact of service supply relationships l.jpg

Impact of Service Supply Relationships

Impact of service supply relationships9 l.jpg

Impact of Service Supply Relationships

Outsourcing services l.jpg

Outsourcing Services

  • Benefits- allows the firm to focus on its core competence- service is cheaper to outsource than perform in-house- provides access to latest technology- leverage benefits of supplier economy of scale

  • Risks - loss of direct control of quality - jeopardizes employee loyalty - exposure to data security and customer privacy - dependence on one supplier compromises future negotiation leverage - additional coordination expense and delays - atrophy of in-house capability to perform service

Outsourcing process l.jpg

Outsourcing Process

Taxonomy for outsourcing business services l.jpg

Taxonomy for Outsourcing Business Services

Outsourcing considerations l.jpg

Outsourcing Considerations

Outsourcing considerations14 l.jpg

Outsourcing Considerations

Outsourcing considerations15 l.jpg

Outsourcing Considerations

Topics for discussion l.jpg

Topics for Discussion

  • What are some possible disadvantages associated with the product postponement strategy?

  • Discuss the similarities and differences in the product postponement strategy used by Hewlett-Packard and Taco Bell?

  • Discuss the implication of service outsourcing on employees, stockholders, customers, and host country economy when a firm outsources a call center overseas.

Interactive exercise l.jpg

Interactive Exercise

The class divides into small groups and members come up with examples of multilevel bidirectional service relationships (i.e, service supplier relationships with three or more levels). Be prepared to argue why such service relationships are so rare.

Peapod smart shopping for busy people l.jpg

Peapod – Smart Shopping for Busy People

  • Where are opportunities for bidirectional optimization at Peapod?

  • How can Peapod manage service perishability?

  • How can Peapod manage productive capacity?

  • Suggest reasons why Peapod has not yet become profitable.

  • Login