Professional Documents
Culture Documents
Management-1
By
Jurusan Kepariwisataan
Sekolah Tinggi Pariwisata Bandung
Introduction
Pengajar : JAG/NUA
Sifat pengajaran dosen : saling melengkapi
Metode : Presentasi, Diskusi, Sindikasi,
kunjungan industri
Student Center Learning : dosen 40%
mahasiswa 60%
Topik
Understanding Services: The Role of Service in an
Economy, The Nature of Service, Service Strategy
Designing The Service Enterprise: New Service
Development, Technology in Services, Service Quality,
Supporting Facility & Process Flows, Process
Improvement, The Service Encounter, Service Facility
Location
Managing Service Operations: Managing Capacity &
Demand, Managing Waiting Lines, Service Supply
Relationships, Globalization of Services, Managing
Service Project
Referensi
Fitzsimmons & Fitzsimmons (2010). Service Management 7ed., Irwin/McGraw-Hill.
Zeithaml, Valerie, A, Mary, Jo, Bitner, 2000, Service Marketing, Integrating Customer
Focus Across The Firm, second edition, International edition, Prentice Hall,
Singapore.
Lovelock, Christopher, H and Wright, Lauren, 1999, Principle of Service Marketing and
Management, International Edition, Prentice Hall, New York, USA.
Metters, King-Metters, Pullman, Walton (2006). Successful Service Operations
Management 2ed., Thomson.
Nelson. (2005). BaldrigeJust What the Doctor Ordered. Quality Progress.
Sower, Duffy, Kohers, et al. (2001). The Dimensions of Service Quality for Hospitals
Health Care Management Review.
Rust, Roland T., Zakhorik J., Keiningham, Timothy L., 1996, Service Marketing, Harper
Collins College Publisher, England.
Fandy Tjiptono., 2000. Manajemen jasa, Edisi Pertama. Andi offset, Yogyakarta.
Berry, L., Zeithaml, V., Parasuraman, A. (1990) The Service Quality Puzzle. Business
Horizons
Render, Barry, Jay Heizer, 2001, Prinsip-prinsip Manajemen Operasi, Jakarta: Salemba
Empat
Operation Function
Fungsi bisnis yang bertujuan untuk mengubah
masukan (input) menjadi barang dan atau jasa
(output).
Operation Function
Operation Function
Marketing Function
OUTPUT
INPUT
PROCESS
Customer
Man
service
Material
Money
Information
Marketing Function
Inputs
Process
Management
Network of
Activities and Buffers
Flow units
Outputs
Goods
Services
(customers, data,
material, cash, etc.)
Labor & Capital
Resources
Operation Management
Seni dan ilmu dalam memformulasikan,
mengimplementasikan dan mengevaluasi
system transformasi yang mengubah masukan
(input) menjadi barang dan atau jasa (output).
Productivity
Measure of process improvement
Represents output relative to input
Productivity
Units produced
= Input used
Operation Management
Forecasting
Service Design
Quality
Management
Process Strategy &
Capacity Planning
Location
Strategies
Layout Strategies
Project
Management
Schedulling
Linear
Operation as a System
Production System
Inputs
Conversion
Subsystem
Control
Subsystem
Outputs
Transformation Processes
Inputs Use resources Outputs
Operation Function
In many companies, operations function
retains the greatest percentage of
employees.
And, it is responsible for the largest part of
the budget.
Therefore, operations function plays a significant
role in success of businesses.
Nature of Service
Genetics
Extractives
Manufactures
Services
People Based
Equipment Based
Hybrid
Service Definitions
Services are deeds, processes, and
performances. (perbuatan, proses2 &
kinerja)
Valarie Zeithaml & Mary Jo Bitner
Karakteristik Jasa
Intangibility: Jasa tidak dapat dilihat, dirasa, dicium, didengar, atau
diraba sebelum dibeli dan dikonsumsi.
Perishabillity: Jasa tidak tahan lama dan tidak dapat disimpan. Kursi
pesawat yang kosong, kamar hotel yang tidak dihuni, atau kapasitas jalur
telepon yang tidak dimanfaatkan akan berlalu atau hilang begitu saja karena
tidak bisa disimpan..
Service as a system
Service merupakan suatu proses dan suatu system
Lovelock dan Wright (2002:33)
High-Contact Service
SERVICE MARKETING SYSTEM
Service Delivery System
Service Operations System
Other
Customers
Technical
Core
Equipment
The
Customer
Billing/Statements
Misc. Mail, Phone Calls,
E-mails, Faxes, etc.
Website
Service People
Backstage
(invisible)
Front Stage
(visible)
Random Exposure to
Facilities/Vehicles
Other
Customers
Low-Contact Service
Service Operations
System
Advertising
Mail
Technical
Core
Self
Service
Equipment
The
Customer
Phone, Fax,
Web- site,
etc.
Backstage
(invisible)
Front Stage
(visible)
Market Research
Surveys
Billing/Statements
Random Exposure to
Facilities/Vehicles
Word of Mouth