Management

MGT 235 CHP 5

1) Describe at least one application of modern technology in each of these service industries:

a. Financial services: Using cellphones or ATMS

b. Public and government services: Automated garbage trucks

c. Transportation services: GPS

d. Educational services: Smart boards

e. Hotel and motel services: electronic keys

How does your example application improve things, or does it?

Use can now take a picture of your check (from your cellphone) and have it deposited into your checking or savings account. GPS improves transportation routing and efficiency. Smart boards are an interactive teaching tool. Hotels use electronic keys that improve patron security while a one-person automated garbage truck greatly boosts city government productivity.

2) Describe a situation where self-service and technology help create and deliver the customer benefit package to the customer. Provide examples of how such a system can cause a defect, mistake or service upset.

The picture kiosk at CVS is an example of where technology and customer labor create photo prints. Kodak, for example, has a freestanding kiosk where you put in your digital camera memory card and you can choose the finish, quantity, and size of your prints. Service upsets happen in many ways but one mistake that has happened to me was where I thought I had put in for one print and ended up with ten.

3) Discuss each of these statements. What might be wrong with each of them?

a. ”We’ve thought about computer integration of all our manufacturing functions, but when we looked at it, we realized that the labor savings wouldn’t justify the cost.”

b. “We’ve had these computer-controlled robots on the line for several months now, and they’re great! We no longer have to reconfigure the whole line to shift to a different product. I just give the robots new instructions, and they change operations. Just wait until this run is done and I’ll show you.”

c. “Each of my manufacturing departments is...