Down -> 경영,경제 자료실 생산관리 - 서비스 프로세스 DownLoad
Intro ......
제 자료실 생산관리 - 서비스 프로세스 [경영,도착의 분포 -도착률(arrival rate): 기간 당 도착하는 단위 수 상수도착분포(Constant arrival distribution): 주기적이며, 아닌지 대기행렬의 구성요소 고객도착 유한집단(finite population): 유한집단은 대기행렧을 형성하여 서비스를 이용하는 한정된 크기의 고객풀을 의미한다. 무한집단(infinite population): 무한집단은 집단의 증감(고객이 서비스를 필요로 하거나 서비스를 받은 고객이 집단으로 복귀하는 경우)에 따른 집단의 크기변화가 시스템확률에 크게 영향을 미치지 못할 정도로 서비스 시스템과 관련된 집단의 크기가 충분히 큰 경우를 의미한다. 이번에 도이치 포스트 DHL이 발표한 내일을 배송하다 물류 2050은 클라우스 퇴퍼 전 유엔환경계획사무총장 등 세계적으로 권위를 인정받고 있는 42인의 전문가와 세계경제포럼 등과 같은 선진 연구 단체들이 함께 2050년 미래의 무역과 비즈니스 그리고 사회에 나타날 다섯 가지의 시나리오로 소비자 행동, 제공하는 서비스가 ......
Index & Contents
경영,경제 자료실 생산관리 - 서비스 프로세스
[경영,경제] 생산관리 - 서비스 프로세스
생산관리 - 서비스 프로세스
- 서비스 프로세스의 특성을 이해하고 제조 프로세스와의 차이점에 대해 이해한다.
서비스 조직은 일반적으로 고객이 누구인가, 제공하는 서비스가 무엇인가에 따라 분류된다.
고객접촉(customer contact): 시스템에서 고객의 실제적으로 존재함을 의미
고객 접촉의 정도가 높은 서비스 시스템은 통제도 어렵다
서비스의 창출(creation of the service): 서비스를 제공하는데 포함된 작업 프로세스이다
서비스는 보관할 수 없다.
서비스에서 중요한 설계변수는 어느 정도의 능력을 목표로 하는 가이다.
너무 많은 능력은 과도한 비용을 초래한다.
부족한 능력은 고객을 상실하게 만든다.
대기 행렬 모델은 많은 서비스상황을 분석하기 위한 강력한 수학적 도구를 제공핚다
고객접촉의 정도와 관련된 특성
가상 서비스 : 고객의 새로운 역할
순수가상고객접촉(pure virtual customer contact): 개방된 환경에서 고객들이 상호 의사 소통을 가능하게 하는 회사
이베이(eBay)
세컨드라이프(Second Life)
가상과 실제의 혼합 고객 접촉(mixed virtual and actual customer contact): 제품 토론 그룹처럼 서비스 제공자가 조절하는 환경에서 고객이 서로 의사소통하는 회사
유투브(YouTube)
위키피디아(WikiPedia)
- 서비스 블루프린팅 지식을 습득한다.
제조프로세스설계의 경우와 같이 서비스프로세스설계의 기본적인 도구는 흐름도
서비스 블루프린트라 부른다.
서비스 블루프린트의 독창적 특징은 고객이 서비스를 볼수 있는 높은 고객접점측면과 고객이 서비스를 볼수 없는 활동 사이의 구분이다.
흐름도에서 가시선으로 구분한다.
자동차 서비스 작업의 실패 방지
- 대기행렬 분석에 대해 이해한다.
경제적 관점의 대기행렬
서비스의 중심적인 문제는 대기시간의 관리
대기시간비용의 감소
작업자가 기다리면 시간의 가치평가를 쉽게 할수있음
고객이 기다리면 시간의 가치평가가 어려움
판매하지 못할 것의 가치
대기시간의 실제적 관점
대기행렬에 대하여
중요한 변수중 하나는 서비스 시스템이 운영될 때 시간당 도착할 고객의 수이다.
서비스 배달관점에서 서비스의 양에 따라 변하는 고객수요는 흔히 정상적인 능력을 초과한다
도착을 통제 할수있다.
공간을 조금 만둔다.
대기행렬을 줄인다.
특정고객을 위한 특정 시간대를 설정한다.
특별 프로그램을 운영할 수 있다.
서비스 제공자에 대하여 빠르거나 늦는 서비스제공자를 사용하여 서비스 시간에 영향을 줄 수 있다.
대기행렬의 관리하는 유용한 제안들 고객을 세분화하라.
서비스 제공자가 친절하도록 훈련하라.
고객에게 무슨 일이 발생할지를 미리 알려주어라.
기다릴 때 고객의 주의를 분산 시키도록 시도하라.
여유시간에 고객이 오도록 장려하라
대기행렬시스템
1.원천 집단과 고객이 시스템에 도착하는 방식
2.서비스 제공시스템
3.고객이 시스템을 빠져 나가는 조건
원천집단으로 돌아가는지, 아닌지
대기행렬의 구성요소
고객도착
유한집단(finite population): 유한집단은 대기행렧을 형성하여 서비스를 이용하는 한정된 크기의 고객풀을 의미한다.
고객이 집단의 구성원으로서 시스템을 벗어나고자 할때, 사용자 그룹의 크기는 한 단위 줄어든다.
무한집단(infinite population): 무한집단은 집단의 증감(고객이 서비스를 필요로 하거나 서비스를 받은 고객이 집단으로 복귀하는 경우)에 따른 집단의 크기변화가 시스템확률에 크게 영향을 미치지 못할 정도로 서비스 시스템과 관련된 집단의 크기가 충분히 큰 경우를 의미한다.
도착의 분포
-도착률(arrival rate): 기간 당 도착하는 단위 수
상수도착분포(Constant arrival distribution): 주기적이며, 연속된 도착 사이의 시간은 정확히 같다.
변동 혹은 무작위 도착분포(Variable (random) arrival distributions): 도착확률이 통계적으로 나타남
지수분포
포아손분포
대기행렬의 고객 도착
대기행렬시스템
-대기 행렬의 길이
무한 잠재적 길이
제한된 대기 행렬능력
대기행렬의수
대기 행렬의 규칙: 대기행렬에 있는 고객의 서비스 순서를 결정 하는 우선순위규칙이다.
대기행렬구조
- 주요용어
고객 접촉의 높고 낮은 정도 시스템에서 고객의 실제적 존재와 서비스를 수행하기 위해 소요되는 총시간과 관련되어 시스템에서 고객이 소요하는 시간의 비율
대기행렬시스템 세 가지의 주요 부분으로 구성됨. (1) 원천 집단과 고객이 시스템에 도착하는 방식 (2) 서비스 시스템. (3) 고객이 시스템을 이탈하는 방법
도착률 각 기간에 도착하는 기대 고객수
서비스률 주어진 시간대에 처리되는 단위 수로 측정되는 서버의 능력
서비스 블루프린트 고객에게 어떤 것이 보이고 어떤 것이 보이지 않는 것인지를 강조하는 서비스 프로세스의 흐름표
지수 분포 도착간격의 시간과 관련된 확률분포
포아손 분포 주어진 기간 동안에 도착 수를 의미하는 데 사용되는 확률분포
포카요케 결점을 만드는 실수를 예방하는 절차
- 사례
DHL의 공급사슬
도이치 포스트 DHL(Deutsche Post DHL)이 2009년부터 발간된 도이치 포스트 DHL ‘내일을 배송하다’ 시리즈의 세 번째 연구 프로젝트로 물류의 미래에 대한 연구 결과 보고서인 ‘내일을 배송하다 물류 2050’을 공개 했다.
이번에 도이치 포스트 DHL이 발표한 내일을 배송하다 물류 2050은 클라우스 퇴퍼 전 유엔환경계획사무총장 등 세계적으로 권위를 인정받고 있는 42인의 전문가와 세계경제포럼 등과 같은 선진 연구 단체들이 함께 2050년 미래의 무역과 비즈니스 그리고 사회에 나타날 다섯 가지의 시나리오로 소비자 행동, 기술사회적 트렌드와 기후변화 등 앞으로 사회에 큰 영향을 미칠 주요 요인들의 분석한 것이다.
이번에 발표한 다섯 가지 시나리오는 ▲길들여지지 않은 경제 ▲메가시티들의 거대효율성 증가 ▲맞춤형 라이
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