OSCM 475_575 - Homework Problem Set - Chapters 1 thru 41

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OSCM 475/575 Homework Problem Set Chapters 1 thru 4

CHAPTER 1 1. What is the difference between PMI, and NMI? What are the current PMI and what does it mean for the service sector of the economy? The difference in PMI and NMI is that they measure different things. The PMI measures the economic health of the manufacturing sector, while the NMI measures the health of the service sector. As of January 2024, the PMI is 50.3 which means a slight expansion in the manufacturing sector. An expansion, even if it’s a small one can bring stability to the service sector of the economy. 1- 5. What are challenges of the sharing economy with respect to regulation, insurance, and trust issues ? Sharing economy can be complicated since you are letting someone else borrow your property. It has its benefits but a lot of times there are some challenges as well. Let’s say I am renting my house on Airbnb for example. A customer might book it for 5 people but in the end, they let 10 people in without me knowing and broke my trust. There are regulations to Airbnb and since I can’t invade their privacy, I would be clueless. Also, standard homeowners' insurance might not cover issues arising from renting my property. It's essential to check if I would need additional coverage or if Airbnb's insurance offerings are sufficient for my needs. CHAPTER 2 2-2. What ethical issues are associated with micromarketing ? Ethical issues that come with micromarketing are that companies will sell users information to clients so they can have direct personalized advertising. This is a major privacy invasion since your information can be leaked in a data breach. Micromarketing can also lead to manipulation since some users might be influenced to buy something they don’t need based on the advertisements they are getting. 2-7. Conduct a triple bottom-line evaluation for a hospital by identifying its social, economic, and environmental attributes that enhance the sustainability Social Attributes: - Community health improvement - Healthcare accessibility - Patient care

- Labor relations Economic Attributes: - Job creation - Cost – Efficiency - Products to services Environmental Attributes: - Energy efficient - Reduced carbon footprint - Safety and health - Crisis management CHAPTER 3 3-1. What are the limits of the production-line approach to services ? Some limits of the production line approach can be reduced personalization and flexibility. Since the process is so standardized, it is very limited on how you can customize the product for a customer. Also, the lack of flexibility can create employee dissatisfaction since what they are doing everyday can lead to monotonous work. This is why it’s important to rotate tasks. 3-4. What ethical issues are raised in the promotion of sales during a service transaction ? Employees might mislead customers by exaggerating the benefits or hide the downsides of a service. Pressure on employees to reach sale goals could also lead to unethical decisions. A great example of this is Wells Fargo back in 2016 where they create thousands of accounts in fake names to reach unrealistic targets. Another ethical issue could be using private information gathered during a transaction for a promotion. 3-5. Speculate on the impact of blockchains (an emerging disruptive technology) on the delivery of services in the digital age . Transparency and trust in transactions are going to be revolutionized by the use of blockchain technology in service delivery. Blockchains have the potential to drastically lower fraud, improve privacy, and expedite operations by providing safe, decentralized, and unchangeable record-keeping. This is especially true for industries like supply chain management, banking, and healthcare. With the ability to eliminate the need for middlemen and reduce transaction costs, this technology encourages a new degree of trust in digital services, increasing their accessibility and effectiveness for both businesses and customers.

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CHAPTER 4 4-2. What are the organizational and marketing implications of considering a customer as a "partial employee ?" The concept that a customer is a "partial employee" suggests that businesses should plan their marketing campaigns and service procedures with customer participation in mind. This necessitates training and counseling consumers on their responsibilities in the service delivery process. In order to guarantee that consumers contribute positively to the service experience, this strategy demands a movement in corporate culture toward increased customer participation and collaboration. This shift will influence training, service design, and communication tactics. This can be great for organizations if it succeeds, however it needs careful planning and effective marketing strategies. For example, at McDonalds customers throw away their trash, it’s a part of the “script”. If one doesn’t do this then an employee needs to leave the production-line to clean after a customer which can slow down operations. 4-3. Comment on the different dynamics of one-on-one service and group service in regard to perceived control of the service encounter . Because one-on-one services are more personalized, clients feel more in control, whereas group services tend to share control among members. In order to effectively satisfy a wide range of consumer expectations, service providers need to be aware of these dynamics and work to strike a balance between control and customization.

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