Operations Management: Processes and Supply Chains, Student Value Edition Plus MyLab Operations Management with Pearson eText -- Access Card Package (11th Edition)
Operations Management: Processes and Supply Chains, Student Value Edition Plus MyLab Operations Management with Pearson eText -- Access Card Package (11th Edition)
11th Edition
ISBN: 9780134111056
Author: Lee J. Krajewski, Manoj K. Malhotra, Larry P. Ritzman
Publisher: PEARSON
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Chapter 2, Problem 8P

Prepare a flowchart of the field service division process at DEF, as described here. Start from the point where a call is received and end when a technician finishes the job.

DEF was a multibillion dollar company that manufactured and distributed a wide variety of electronic, photographic, and reprographic equipment used in many engineering and medical system applications. The Field Service Division employed 475 field service technicians, who performed maintenance and warranty repairs on the equipment sold by DEF. Customers would call DEF’s National Service Center (NSC), which received about 3,000 calls per day. The NSC staffed its call center with about 40 call-takers. A typical incoming service call was received at the NSC and routed to one of the call-takers, who entered information about the machine, the caller’s name, and the type of problem into DEF’s mainframe computer. In some cases, the call-taker attempted to help the customer fix the problem. However, call-takers were currently only able to avoid about 10 percent of the incoming emergency maintenance service calls. If the service call could not be avoided, the call-taker usually stated the following script:“Depending upon the availability of our technicians, you should expect to see a technician sometime between now and (now +X).” (“X” was the target response time based on the model number and the zone.) This information was given to the customer because many customers wanted to know when a tech would arrive on site.

Dispatcher believed would be the most likely candidate for the service call, given the location of the machine, the current location of the tech, and the tech’s training profile. After completing a service call, techs called the dispatcher in the regional dispatch center, cleared the call, and received a new call assigned by the dispatcher. After getting the service call from a dispatcher, a tech called the customer to give an expected time of arrival, drove to the customer site, diagnosed the problem, repaired the machine if parts were available in the van, and then telephoned the dispatcher for the next call. If the tech did not have the right parts for a repair, the tech informed the NSC, and the part was express mailed to the customer; the repair was done the next morning.

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Students are expected to answer the following questions:   • Identify both established and emerging consumer value propositions within the airline industry.   • Provide a process map (or flowchart) of the selected airline departure process faced by passengers.   • Discuss the application of service excellence in airline operations.   • Review the relationship between service quality and profitability for the airline industry.   • Describe the current and potential operational challenges faced by managers in the chosen airline.   • Provide recommendations for improving the service operations of the chosen airline.
Describe and explain a procedure by using a process data flow diagram.
How may a process data flow diagram be used to explain and evaluate a method?

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Operations Management: Processes and Supply Chains, Student Value Edition Plus MyLab Operations Management with Pearson eText -- Access Card Package (11th Edition)

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