OPERATION MANAGEMENT - UTS

Tutor by: Bernita

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 📌 TOPICS OVERVIEW 📌
MATERI UTS MATERI UAS

1 - Intro 1 - Supply Chain Management

2 - Quality Management 2 - Sales & Operation Planning
3 - Product Design 3 - Resource Planning
4 - Service Design 4 - Lean System
5 - Process Design & Facilities 5 - Project Management
6 - Forecasting
7 - Inventory Management

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 4 - SERVICE DESIGN

SEPARATION OF SERVICE AND MANUFACTURING

Service= acts, deeds,
Goods= tangible
performance
object

Hampir semua beli goods, ada service nya… beli service ada goods nya

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 4 - SERVICE DESIGN
Karakteristik service:
• intangible= non fisik
CHARACTERISTICS OF SERVICE COMPANY (experience)
• Perishable= ga bisa
disimpen
Consumed more
• Output variable= karena
Intangible Perishable often than service lebih
mengandalkan employee,
product jadi output nya bervariasi
• Inseparable= sekolah
dimana konten ilmu &
Decentralized &
Output is Service delivery penyampaian ilmunya ga
Geographicallybisa dipisah
variable is inseparable
Dispersed • Geographically
dispersed= service lebih
nyebar deket ke market
Higher • Easily emulated=
gampang ditiru. Contoh:
Customer Easily emulated mau buka salon, tinggal
Contact dateng ke salon terus
ditiru

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 4 - SERVICE DESIGN

SERVICE DESIGN PROCESS

‘SERVICE CONCEPT’
target market and customer experience

‘SERVICE PACKAGE’
physical items, sensual benefits, and
psychological benefits

“SERVICE SPECIFICATION’
performance specifications, design specifications,
delivery specifications

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 4 - SERVICE DESIGN

SERVICE PROCESS MATRIX

Professional service= high customization, high labor intensity (personalized, customized)
Service shop= contoh dosen deliver materi custom tapi ke banyak murid
Mass shop= ada variasi kasus. Contoh teller bank banyak varian langganan Electricity
Service factory= rigid, udah ada paketnya. 

Retail Store,
banking

Lecturer

Doctor

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 4 - SERVICE DESIGN

DIFFERENCES IN DESIGN FOR

HIGH OR LOW CONTACT WITH CUSTOMER
8 decision yang membedakan antara service dengan high or low
Facility Location
contact dengan customer

Facility Layout

Quality Control

8 Design Decision Capacity

Worker Skills

Scheduling

Service Process

Service Package

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 4 - SERVICE DESIGN

Design Decision High-Contact Service Low-Contact Service

Facility location Convenient to customer Near labor or transportation source

Must look presentable, accommodate customer

Facility layout Designed for efficiency
needs, and facilitate interaction with customer
More variable since customer is involved in
process; customer expectations and perceptions Measured against established standards; testing
Quality control
of quality may differ; customer present when and rework possible to correct defects
defects occur
Excess capacity required to handle peaks in
Capacity Planned for average demand
demand
Must be able to interact well with customers and
Worker skills Technical skills
use judgment in decision making
Scheduling Must accommodate customer schedule Customer concerned only with completion date
Mostly front-room activities; service may change Mostly back-room activities; planned and
Service process
during delivery in response to customer executed with minimal interference
Varies with customer; includes environment as well
Service package Fixed, less extensive
as actual service

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 4 - SERVICE DESIGN

TOOLS FOR SERVICE DESIGN

SERVICE BLUEPRINTING

FRONT AND BACK OFFICE

TOOLS
SERVICESCAPES

QUANTITATIVE

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 4 - SERVICE DESIGN

SERVICE BLUEPRINTING

Activities that influence

customers to seek a service

Point where a customer and

service provider interact

Point that separates front and

back office activities

Point where service provider

interacts with support personnel

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 4 - SERVICE DESIGN

FRONT AND BACK OFFICE

‘TYPICAL OF FRONT OFFICE’

- Courtesy
- Transparency
- Responsiveness
- Usability
- Fun

‘TYPICAL OF BACK OFFICE’

- Efficiency
- Productivity
- Standardization
- Scalability

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 4 - SERVICE DESIGN

SERVICESCAPES
Ngedesain tempat fisik dimana service dilaksanakan

ELEMENT OF
SERVICESCAPE

- space and function

- ambient conditions
- signs, symbols, and
artifacts

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 4 - SERVICE DESIGN

QUANTITATIVE TECHNIQUES: WAITING LINE ANALYSIS

most common & powerful tool to improve service process

How do we reduce waiting line time?

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 4 - SERVICE DESIGN

WAITING LINE ANALYSIS: ELEMENTS

Calling Population

Arrival Rate

Service Times
Single
Servers
Multiple
Waiting Line (Queue)

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 4 - SERVICE DESIGN

WAITING LINE ANALYSIS: MEASURES

Notation Operating Characteristic

L Average number of customers in the system (waiting & being served)
Lq Average number of customers in the queue
W Average time a customer spends in the system (waiting & being served)
Wq Average time a customer spends in the queue
P0 Probability of no (ex: zero) customers in the system
Pn Probability of n customers in the system
ρ Utilization rate; the proportion of time the system is in use

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 4 - SERVICE DESIGN

WAITING LINE ANALYSIS: COST RELATIONSHIPS

Higher Service Cost (Improving quality of service)

Lower Waiting Cost (Reducing loss of customers)

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 4 - SERVICE DESIGN

REDUCING WAITING TIME: PSYCHOLOGY OF WAITING

Used when it’s not possible to reduce waiting time

Other methods:
- Magazines
- Television
- Mirror
- Newspaper
- Impulsive purchase by
making a display of
candy, snacks near
cashier
Some GIMMICKS to get rid of
boredom during waiting in line

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 4 - SERVICE DESIGN

BASIC SINGLE-SERVER MODEL: FORMULAS (1)

‘Probability that no customers ‘Average number of

‘ASSUMPTIONS’ are in queuing system’ customers in queuing system’
- First-come, first-served
queue discipline
- Infinite queue length
- Infinite calling population

‘Probability of n customers in ‘Average number of

‘COMPUTATIONS’
- λ = mean arrival rate
queuing system’ customers in waiting line’
(jml org dtg/jam)
- μ = mean service rate
(jml org yg dilayani/jam)
- n = # of customers in line

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 4 - SERVICE DESIGN

BASIC SINGLE-SERVER MODEL: FORMULAS (2)

‘Average time customer ‘Probability that server is

‘ASSUMPTIONS’ spends in system’ busy and a customer has to
- First-come, first-served wait (utilization factor)’
queue discipline
- Infinite queue length
- Infinite calling population

‘Average time customer ‘Probability that server is idle

‘COMPUTATIONS’
- λ = mean arrival rate
spends waiting in line’ and customer can be served’
(jml org dtg/jam)
- μ = mean service rate
(jml org yg dilayani/jam)
- n = # of customers in line

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 4 - SERVICE DESIGN (EXERCISE)

1. The new-accounts officer at the Citizens Northern Savings Bank enrolls all new customers in
checking accounts. During the three-week period in August encompassing the beginning of the
new school year at State University, the bank opens a lot of new accounts for students.
The bank estimates that the arrival rate during this period will be Poisson distributed with an
average of four customers per hour. The service time is exponentially distributed with an average
of 12 minutes per customer to set up a new account. The bank wants to determine:
A. Probability that there is no customers in the system
B. The average of customers in the queuing system
C. The average of customers in the waiting line
D. The average length of customers in the queuing system
E. The average length of customers spend waiting
F. The probability of the server to be busy (customers have to wait)
G. If the current person is sufficient to handle the increased traffic or not

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 4 - SERVICE DESIGN (EXERCISE)

A. Probability that there is no customers in the system

B. The average of customers in the queuing system

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 4 - SERVICE DESIGN (EXERCISE)

C. The average of customers in the waiting line

D. The average length of customers in the queuing system

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 4 - SERVICE DESIGN (EXERCISE)

E. The average length of customers spend waiting

F. The probability of the server to be busy (customers have to wait)

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 4 - SERVICE DESIGN (EXERCISE)

G. If the current person is sufficient to handle the increased traffic or not

The average waiting time of 48 minutes and the average time in the system of 1 hour are excessive.
The bank needs to add an extra employee during busy period.

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ADVANCED SINGLE-SERVER MODEL

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SINGLE-SERVER CONSTANT QUEUE

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SINGLE-SERVER FINITE QUEUE

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 4 - SERVICE DESIGN

SINGLE-SERVER FINITE CALLING POPULATION

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 4 - SERVICE DESIGN (EXERCISE)

3. For each of the following queuing systems, indicate if it is a single- or multiple-server

model, the queue discipline, and if its calling population is infinite or finite:
a. Hair salon
b. Bank
c. Laundromat
d. Doctor’s office
e. Adviser’s office
f. Airport runway
g. Service station
h. Copy center
i. Team trainer
j. Mainframe computer

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