1. Project management
1.1. Project
1.1.1. Techniques
1.1.1.1. AOA
1.1.1.2. AON
1.1.1.2.1. Network diagram
1.1.2. Stages of planning
1.1.2.1. Planning
1.1.2.2. Definition
1.1.2.3. Closure
1.1.2.4. Execution
1.1.2.4.1. Initation
1.1.2.5. Control
1.1.2.6. Monitor
1.1.3. Technology of projects
1.2. Operation
2. Job design
2.1. Influences
2.1.1. Scientific management
2.1.2. Flexibility
2.1.3. Ergonomics
2.1.4. Telecommute
2.1.5. Teamwork
2.2. Relationships
2.3. Methods
2.4. Qualification
2.5. Outlining tasks
2.6. Identifying
2.7. Responsibilities
3. Improvements
3.1. Improvement cycle
3.1.1. PDCA-cycle
3.1.2. DMAIC
3.2. Recommendation
3.3. Fishbone diagram
3.4. Reviews
3.4.1. Inventory
3.4.1.1. Pareto chart
3.5. Quality management system
3.6. Improve operational issue
4. Segmentation
4.1. Targetting
4.1.1. User persona
4.1.1.1. Customer profile
4.1.1.2. Flower of service
4.1.1.2.1. Core
4.1.1.2.2. Supplementary services
4.1.1.3. Textual and visual elements
4.1.1.4. Characterstics
4.2. Market segments
4.2.1. Geographic
4.2.2. Demographic
4.2.3. Psychographic
4.2.4. Behavioral
4.3. Target group
4.3.1. Service package
4.3.1.1. Value proposition
4.4. Service blueprint
4.4.1. Zeitmahl & Bitter (2009)
4.4.2. Lovelock (2010)
4.4.3. IT-line
4.4.4. Process line
4.4.5. Tangibles
4.4.6. Physical aspects line
5. Process
5.1. Input-output-process
5.1.1. Output
5.1.2. Input
5.1.2.1. Transforming
5.1.2.2. Transformed
5.1.2.2.1. Capacity decisions
5.1.3. Volume vs variety
5.1.3.1. Qualification
5.2. Flowchart
5.2.1. Brandon Jones & Johnston (2019)
5.3. Various process design aspects
5.3.1. Volume-variety combination
5.3.2. Performance objectives
5.3.3. Process types
5.3.4. Layout types
5.3.5. Bottle neck/delay
5.4. 4 v's
5.4.1. Variety
5.4.2. Volume
5.4.3. Visibility
5.4.4. Variation
5.5. Process types
5.5.1. Service shop
5.5.2. Professional service
5.5.3. Mass service
5.6. Performance objectives
5.6.1. Flexibility
5.6.2. Quality
5.6.2.1. Performance
5.6.2.2. Reliability
5.6.2.3. Durability
5.6.3. Dependability
5.6.3.1. Time
5.6.4. Speed
5.6.4.1. External
5.6.4.2. Internal
5.6.5. Costs
5.7. Queus
5.7.1. Waiting
5.7.2. Limiting
5.7.3. Controlling
5.8. Process design
5.8.1. Workflow
5.8.2. Flowchart
5.8.3. Equipment
5.8.4. Task design
5.9. Layout types
5.9.1. Buffet
5.9.2. Lines
5.9.3. Functional
5.9.4. Fixed positions
6. Quality
6.1. Checklist
6.1.1. Run chart
6.2. Quality management systems
6.2.1. HACCP
6.2.2. ISO 9001