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Last Updated: Sep 7, 2017 URL: http://researchguides.walshcollege.edu/opmgt Print Guide

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Article and Research Databases for Manufacturing and Service Processes

 

Keywords for Service Processes

Service Processes

o   High contact (customers, clients, etc.)

o   Low contact (customers, clients, etc.)

o   Capacity

o   Service Package

o   Service System

o   Service System Design

o   Service System Design Matrix

o   Virtual Service

o   Service Blueprint

o   Mistakes

o   Service Defects

o   Poka-Yokes

o   Production-Line Approach

o   Self-Service Approach

o   Personal-Attention Approach

o   Customer-Introduced Variability

§  Arrival Variability

§  Request Variability

§  Capability Variability

§  Effort Variability

§  Subjective Preference Variability

o   User-Friendly

o   User-Hostile

o   Robust

o   Information systems

o   Back Office

o   Front Office

o   Cost-Effective

o   Segment/Segmentation

o   Norms

o   Rituals

o   Service Recovery

o   Service Guarantee

o   Strategic Service Management

o   Forecasting

o   Service Partners

o   Workforce Technicians

o   Service Pricing

o   Delivery Point

o   Consumer Count

o   Readiness Times

o   Customer/Consumer Support Times

o   Customer/Consumer Support Language

o   Service Impairment

o   Service Impairment Incident

o   Delivery Unit

o   Service Delivering Duration

o   Delivery Pricing

·         Stakeholders

·         Transformational Process

·         Waiting Line Analysis

·         Queuing

·         Customer Arrivals

·         Arrivals Distribution

o   Exponential Distribution

o   Poisson Distribution

·         Service Rate

·         Queuing System

o   Length

§  Infinite Potential Length

§  Limited Line Capacity

o   Number of Lines

o   Queue Discipline

·         Line (Queue) Structures

o   Single Channel, Single Phase

o   Single Channel, Multiphase

o   Multichannel, Single Phase

o   Multichannel, multiphase

o   Mixed

·         Waiting Line Models

·         Service Equipment

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