L5 M4 - Week 2 Day 1
L5 M4 - Week 2 Day 1
L5 M4 - Week 2 Day 1
Week 2 – Lecture 1
Classroom Rules
Always
preview/review Ask only Do not
Keep your Always bring a
relevant relevant interrupt the
mobile phone laptop with you Dress
materials on questions lecturer or
switched off or for all lectures Appropriately
Moodle during teaching session when
in a silent mode and tutorials
before/after time you arrive late
class
Session Learning Outcome
Week 4
Developing the
Operations
Week 3 • Quality Management
Delivering the • Operations
Operations Improvements
Week 2 • Planning & Control • Lean Operations
Designing the • Inventory Management
Operations • Capacity Management
Week 1 • Process Design
Directing the • Process Mapping
Operations • People in Operations
• Operation Management
• Operation Performance
• Operation Strategy
Process Design
Process Design
(Johnston et al.,
2021)
Standardisation of Processes (con’t)
• Hotel
• Airline
Standardisation of Processes
(IntegrifyTV, 2023)
Process Types
• Manufacturing process types • Service process types
• Project processes • Professional services
• Jobbing processes • Service shops
• Batch processes • Mass services
• Mass processes
• Continuous processes
Process Types – Professional Services
Adventure Sports
Centres Dive Instructors Gourmet Restaurants
Activity 2.2 (Suggested answers)
• Professional Services
• Travel Consultants, Specialized Tour Guides, Destination Wedding Planners, Dive
Instructors and Wildlife Safari Experts
• Service Shops
• Boutique Hotels, Themed Tour Operators, Adventure Sports Centres, Spa Retreat, and
Gourmet Restaurants
• Mass Services
• Budget Airlines, Chain Hotels, Hop-on Hop-off Buses, Large Cruise Ships and All-
inclusive Resorts
Process Design affected by volume and variety
• Material-processing technologies
• Information-processing technologies
• Customer-processing technologies
• … and other integrating technologies
Process Technology – Material-processing
• They streamline interactions and empower customers with more control over
the service process.