1. Segmentation
1.1. Customer profile
1.1.1. Traditional segmentation
1.1.1.1. Dividing in groups
1.1.1.1.1. Shared characteristics
1.1.1.2. General
1.1.2. Persona
1.1.2.1. Specific
1.1.2.2. Character
1.2. Variables
1.2.1. Demographic
1.2.2. Psychographic
1.2.3. Behavioural
2. Service Concept
2.1. Customer needs
2.1.1. Feedback
2.1.1.1. Review Sites
2.1.1.2. Live chat
2.1.1.3. Social channels
2.1.1.4. E-mails
2.2. Operations
2.2.1. Perception
2.2.2. Design
2.2.3. Idea
2.2.4. Improvement
2.2.5. Execution
2.3. The how and what of service design
2.4. 4 dimensions
2.4.1. Service operation
2.4.2. User experience
2.4.3. Service outcome
2.4.4. Value
3. Service Blueprint
3.1. Translates Service Concept
3.1.1. Define eachother
3.1.2. Defined target market
3.1.3. Feedback
3.2. Steps
3.2.1. Find
3.2.2. Define
3.2.3. Gather
3.2.4. Map
3.2.4.1. Physical evidence
3.2.4.2. Customer action
3.2.4.3. On-stage action
3.2.4.4. Back-stage action
3.2.4.5. Support processes
3.2.4.6. Time
3.2.5. Refine
3.3. Process chart
3.3.1. Improvement
3.3.1.1. Sharpen operations
3.3.1.2. Weaknesses
3.3.1.3. Opportunities
3.3.1.4. Department efforts
3.3.2. Service Components
3.4. Overview
4. Issues
4.1. Operational
4.1.1. Can make a blueprint of
4.1.2. Processes
4.1.2.1. Housekeeping
4.1.2.2. Front / Back Office
4.1.2.2.1. Financial / Balancing
4.1.2.2.2. Salaries
4.1.2.2.3. Reservations
4.1.2.3. F&B
4.1.2.3.1. Food production
4.2. Managerial
4.2.1. Cannot make a blueprint of
4.2.2. People / Staff
4.2.2.1. Communication
4.3. Costa Navarino reviews
4.3.1. Operational issues
4.3.1.1. Lack of entertainment / Service
4.3.1.1.1. Nothing for children
4.3.1.2. Golf carts issues
4.3.1.3. Not sustainable enough
4.3.1.4. Not hospitable
4.3.1.5. Poor lighting and navigation
4.3.1.6. Bad quality F&B
4.3.1.6.1. Food poisoning
4.3.1.6.2. Lukewarm buffet
4.3.1.7. Booking errors
4.3.1.8. Housekeeping
4.3.1.8.1. Empty shampoo bottles
4.3.1.8.2. Timings
4.3.1.8.3. Didn't look at DND
4.3.2. Managerial issues
4.3.2.1. Pricing strategies
4.3.2.1.1. Overpriced
4.3.2.2. Chosen target groups
4.3.2.2.1. Couples
4.3.2.3. Marketing not accurate
4.3.2.3.1. Privacy
4.3.2.3.2. Sustainability
4.3.2.3.3. Rooms
4.3.2.3.4. Golfcourse
4.3.2.4. Staff (Training)
4.3.2.4.1. Impolite
4.3.2.4.2. Inflexible
5. Improvement Approaches
5.1. Approaches
5.1.1. Business Process Re-engineering (BPR)
5.1.1.1. 4 stages
5.1.1.1.1. Identify
5.1.1.1.2. Make team of experts
5.1.1.1.3. Find inefficient processes
5.1.1.1.4. Re-engineer
5.1.1.2. Competitiveness
5.1.1.3. Customer service
5.1.1.4. Cuts costs
5.1.1.5. Connection of processes
5.1.1.6. Revolutionary
5.1.1.7. Radical
5.1.2. Lean
5.1.2.1. 5 principles
5.1.2.1.1. Identify value
5.1.2.1.2. Map stream
5.1.2.1.3. Create flow
5.1.2.1.4. Establish pull system
5.1.2.1.5. Pursue perfection
5.1.2.2. 7 types of waste
5.1.2.2.1. Defects
5.1.2.2.2. Inventory
5.1.2.2.3. Overproduction
5.1.2.2.4. Waiting
5.1.2.2.5. Transport
5.1.2.2.6. Motion
5.1.2.2.7. Overprocessing
5.1.2.3. no waste
5.1.2.4. Customer
5.1.2.5. Perfection
5.1.2.6. Variation
5.1.3. Six sigma
5.1.3.1. 5 phases
5.1.3.1.1. Define
5.1.3.1.2. Measure
5.1.3.1.3. Analyze
5.1.3.1.4. Improve
5.1.3.1.5. Control
5.1.3.2. Identify defects
5.1.3.3. Efficiency
5.1.4. Management engineering
5.1.4.1. Measure
5.1.4.2. Tools
5.1.4.3. Test
5.1.4.4. Knowledge
5.1.5. Total Quality Management (TQM)
5.1.5.1. Cost
5.1.5.2. Quality
5.1.5.3. Meet customer expectation
5.1.5.4. Procedure
5.2. Improvement
5.2.1. Radical
5.2.1.1. Sudden
5.2.1.2. Dramatic change
5.2.1.3. Expensive
5.2.1.4. New direction
5.2.2. Gradual
5.2.2.1. Continuously
5.2.2.2. Consistent
5.2.2.3. Incremental
5.2.2.4. Overtime
5.3. Elements
5.3.1. Quality control
5.3.2. Tools
5.3.3. Continuous improvement
5.3.4. Efficiency
5.3.5. Documentation
5.4. Changes
5.4.1. How
5.4.1.1. Set backs
5.4.2. What
6. Capacity
6.1. Definition/role
6.1.1. Definition
6.1.1.1. Number of output per period
6.1.2. Role
6.1.2.1. Designing systems
6.1.2.2. Check demand
6.1.2.3. Measure supply
6.2. Demand/capacity
6.2.1. Demand
6.2.1.1. Can vary
6.2.1.2. Determines changes in capacity
6.2.2. Capacity
6.2.2.1. Fixed
6.2.2.2. Increases when demand is given
6.3. Measuring
6.3.1. Capacity planning
6.3.1.1. Future growth plans
6.3.1.1.1. Forecasting
6.3.1.1.2. Market trends
6.3.2. Design capacity
6.3.2.1. Engineered output of goods
6.3.3. Effective capacity
6.3.3.1. Accounts for possible loses
6.3.4. Actual output
6.3.4.1. Unplanned and planned loses
6.3.5. Rated capacity
6.3.5.1. Highest production
6.3.5.1.1. Through trials
6.4. Plans
6.4.1. Make to stock
6.4.1.1. Fills shelves
6.4.2. Assembled order
6.4.2.1. Perishable
6.4.2.2. Made when order is placed
6.4.2.2.1. Restaurant
6.4.3. Level
6.4.3.1. Produces some output
6.4.4. Chase
6.4.4.1. Matches demand
6.4.4.1.1. Hotels
6.5. Queue systems
6.5.1. 4 types
6.5.1.1. Mobile
6.5.1.1.1. using phones
6.5.1.1.2. Looking at waiting time
6.5.1.2. Kiosk
6.5.1.2.1. Medical/banking
6.5.1.2.2. Technical system
6.5.1.3. Unstructured
6.5.1.3.1. Unpredictable
6.5.1.4. Structured
6.5.1.4.1. Predictable
6.5.2. Improve quality
6.5.3. Reduce waiting time
6.5.4. When a supply is demanded
6.5.5. Components
6.5.5.1. Arrival process
6.5.5.2. Service mechanism
6.5.5.2.1. Structure of service
6.5.5.3. Queue characteristics
6.5.5.3.1. Selection of customers
6.6. Customer perceptions of Queueing
6.6.1. Influenced by factors
6.6.1.1. Occupied
6.6.1.2. Unoccupied
6.6.2. Would wait for good value
7. Project Management
7.1. Project
7.1.1. 5 main phases
7.1.1.1. Initiation
7.1.1.1.1. Who is involved?
7.1.1.1.2. Organize teams
7.1.1.1.3. Identify key stakeholders
7.1.1.1.4. required recources and where to source them
7.1.1.1.5. Creating a Business Case
7.1.1.2. Planning
7.1.1.2.1. Identifying
7.1.1.2.2. Fixing
7.1.1.2.3. Clear understanding of
7.1.1.3. Execution
7.1.1.3.1. Implement your plan
7.1.1.3.2. Tasks Project Manager
7.1.1.4. Monitoring and control
7.1.1.4.1. 5 key changes
7.1.1.4.2. Project Manager controls
7.1.1.5. Termination
7.1.1.5.1. Closure stage
7.1.1.5.2. Evaluation of the project
7.1.2. Typology
7.1.2.1. Consulting projects
7.1.2.1.1. Gives efficient answer to customer needs
7.1.2.2. Scientific research projects
7.1.2.3. Development projects
7.1.2.3.1. Develops
7.1.2.4. Innovation projects
7.1.2.5. Training projects
7.1.2.6. Divulgation projects
7.1.3. AON Technique
7.1.3.1. Activity-on-node
7.1.3.2. Activity Early Start (E.S)
7.1.3.3. Activity Early Finish (E.F)
7.1.3.3.1. E.F = E.S + Duration
7.1.3.4. Activity Late Finish (L.F)
7.1.3.5. Activity Late Start (L.S)
7.1.3.5.1. L.S = L.F - Duration
7.1.3.6. Activity Total Float (T.F)
7.1.3.6.1. T.F = L.F - E.F
7.1.3.6.2. T.F = L.S - E.S
7.1.3.7. Critical Path
7.1.3.7.1. Total Float = 0
7.1.4. Characteristics
7.1.4.1. Objectives
7.1.4.1.1. Project terminates
7.1.4.2. Performance intensive
7.1.4.3. Fixed budget
7.1.4.4. Unique
7.1.4.5. Temporary
7.2. Operation
7.2.1. Characteristics
7.2.1.1. Objectives
7.2.1.1.1. Efficiency
7.2.1.1.2. Effective
7.2.1.2. Ongoing
7.2.1.3. Permanent
7.2.1.4. Repetitive output
8. Management Style
8.1. Reflection
8.1.1. Standards
8.1.2. Personalization
8.1.3. Priority
8.1.3.1. Customers
8.1.3.2. Staff
8.2. Traits
8.2.1. Good
8.2.1.1. Leadership
8.2.1.1.1. Supportive
8.2.1.1.2. Considerable
8.2.1.1.3. Good employee relationship
8.2.1.1.4. Helpful
8.2.1.1.5. Motivating
8.2.1.1.6. Respectful
8.2.1.2. Hostmanship
8.2.1.2.1. Set example
8.2.1.2.2. Good knowledge
8.2.1.3. Hierarchy
8.2.2. Bad
8.2.2.1. Negative
8.2.2.1.1. Behaviour
8.2.2.1.2. Mindset
8.2.2.2. Unprofessional
8.2.2.2.1. Hierarchy
8.2.2.2.2. Disrespectful
8.2.2.2.3. Dishonest
8.2.2.3. Chaotic
8.2.2.4. Rushed
8.2.2.5. Stressed
9. Quality
9.1. Management systems
9.1.1. Examples
9.1.1.1. Green Key
9.1.1.1.1. Environmental
9.1.1.1.2. Eco-label
9.1.1.1.3. Requirements
9.1.1.2. TQM
9.1.1.2.1. Total Quality Management system
9.1.1.2.2. Long-term success
9.1.1.2.3. Improving
9.1.1.2.4. 6 principles
9.1.1.2.5. Requirements
9.1.1.3. ISO
9.1.1.3.1. International Organization for Standardization
9.1.1.3.2. Meet customer needs
9.1.1.3.3. Requirements
9.1.1.4. HACCP
9.1.1.4.1. Hazard Analysis Critical Control Points
9.1.1.4.2. Food safety
9.1.1.4.3. 7 principles
9.1.1.5. EFQM
9.1.1.5.1. European Foundation for Quality Management
9.1.1.5.2. Learn from other organizations
9.1.1.6. Star-ratings
9.1.1.6.1. Tool
9.1.2. Internal
9.1.2.1. Implementing
9.1.2.2. Checking up
9.1.3. External
9.1.3.1. Measurement
9.2. Performance standard
9.2.1. Standardization
9.2.1.1. Quality control
9.2.1.2. Procedures
9.2.1.3. Customer Satisfaction
9.2.1.4. Quality consistency
9.3. Expectations
9.3.1. Meeting
9.3.2. Excuding
9.4. Consistent
10. Input-Output model
10.1. Identify
10.1.1. Input
10.1.1.1. Recources
10.1.1.1.1. Transformed
10.1.1.1.2. Transforming
10.1.2. Processing
10.1.2.1. Production
10.1.3. Output
10.1.3.1. Service
10.1.3.2. Product
10.1.4. Feedback
10.1.4.1. Output influencing Input
10.2. Adapting
10.2.1. Customer needs
10.2.2. Feedback
10.3. 4Vs dimension
10.3.1. Volume
10.3.1.1. Stadardization
10.3.1.1.1. Lower cost
10.3.1.2. Specialisation
10.3.1.2.1. Higher cost
10.3.2. Variety
10.3.2.1. High variety
10.3.2.1.1. Higher cost
10.3.2.2. Low variety
10.3.2.2.1. Lower cost
10.3.3. Variation
10.3.3.1. Demand changes
10.3.4. Visibility
10.3.4.1. Quality
10.3.4.2. Experience
10.3.4.3. Trust
10.3.4.4. Relaxation
11. Improvement Techniques
11.1. Pareto chart
11.1.1. Features
11.1.1.1. Bars
11.1.1.1.1. Impact of problems
11.1.1.2. Line
11.1.1.2.1. Cumulative
11.1.2. Benefits
11.1.2.1. Makes big problem smaller
11.1.2.2. Focus efforts
11.1.3. Purpose
11.1.3.1. Identify what's recurring
11.2. Cause-effect diagram
11.2.1. Purpose
11.2.1.1. Explains why issues happen
11.2.1.2. Outlines causes
11.2.1.2.1. Environment
11.2.1.2.2. Machinery
11.2.1.2.3. People
11.2.1.2.4. Methods
11.2.1.2.5. Materials
11.2.2. Fishbone
11.3. Scatter diagram
11.3.1. Purpose
11.3.1.1. Numerical data
11.3.1.1.1. One variable on each axis
11.3.1.2. works with
11.3.1.2.1. continuous
11.3.1.2.2. count data
11.4. Why-why
11.4.1. Features
11.4.1.1. Tree diagram
11.4.2. Purpose
11.4.2.1. Identify problem
11.4.2.1.1. Continue to ask why
11.5. Process map
11.5.1. Features
11.5.1.1. Flowchart
11.5.2. Purpose
11.5.2.1. Clarify
11.5.2.1.1. Improvements
11.5.2.1.2. Procedures
11.5.2.2. Displays
11.5.2.2.1. Essential relations with process steps
11.5.2.2.2. Decisions to be made
11.5.2.2.3. Tasks with processes
11.6. Check list
11.6.1. Purpose
11.6.1.1. Reduce failure
11.6.1.2. Increase consistency
11.7. Run chart
11.7.1. Feature
11.7.1.1. Line graph
11.7.2. Purpose
11.7.2.1. Find
11.7.2.1.1. Trends
11.7.2.1.2. Patterns
11.7.3. Limitation
11.7.3.1. Cannot tell if process if stable
12. Process Design
12.1. Job design
12.1.1. Transforming visions + goals into tasks
12.1.2. Type of process
12.1.3. Necessary skills
12.2. Flowchart
12.2.1. Type of diagram
12.2.1.1. Features
12.2.1.1.1. Flow
12.2.1.1.2. Process map
12.2.2. Uses
12.2.2.1. Better communication
12.2.2.2. Developing business plans
12.3. Performance objectives
12.3.1. Speed
12.3.1.1. External
12.3.1.1.1. Short delivery time
12.3.1.2. Internal
12.3.1.2.1. Fast through put
12.3.2. Costs
12.3.2.1. External
12.3.2.1.1. Low price
12.3.2.1.2. High margin
12.3.2.2. Internal
12.3.2.2.1. High total productivity
12.3.3. Quality
12.3.3.1. Benefits
12.3.3.1.1. Standardized process
12.3.3.1.2. Less waste
12.3.4. Dependability
12.3.4.1. In time delivery
12.3.4.1.1. Products
12.3.4.1.2. Services
12.3.5. Flexibility
12.3.5.1. Specific
12.3.5.2. Variety
12.4. Process types
12.4.1. Project
12.4.1.1. Constructing a building
12.4.2. Job shops
12.4.2.1. Decorating wedding cake
12.4.3. Batch shops
12.4.3.1. Lego
12.4.4. Flow lines
12.4.4.1. Car parts
12.4.5. Mass
12.4.5.1. McDonalds
12.4.6. Continuous flow processes
12.4.7. Professional service
12.4.7.1. Private chef
12.4.8. Service shop
12.4.8.1. General restaurant
12.5. Layout types
12.5.1. Line layout
12.5.1.1. Arrangement of products
12.5.1.1.1. Chairs in restaurant
12.5.2. Fixed position layout
12.5.2.1. Product stays stationary
12.5.2.1.1. Buildings
12.5.3. Functional layout
12.5.3.1. Grouping together
12.5.3.1.1. According to function
12.5.4. Cell layout
12.5.4.1. Arranged according to design of product
13. Forecasting
13.1. Purpose
13.1.1. Allocate budget
13.1.2. Estimate
13.1.3. Plan
13.1.3.1. Expenses
13.1.3.2. Future
13.1.3.2.1. Events
13.1.3.2.2. Trends
13.2. Uses data
13.2.1. Past
13.2.2. Present
13.2.3. Analysis of trends
13.3. Demand forecast
13.3.1. Useful to
13.3.1.1. Determine
13.3.1.1.1. Capacity
13.3.1.2. Prevent
13.3.1.2.1. Queue
13.4. Quantitative forecasting
13.4.1. Time series
13.4.1.1. Trend analysis
13.4.1.2. Seasonality
13.4.2. Moving average
13.4.2.1. Demand average
13.4.2.2. Specific time period
13.4.3. Regression analysis
13.4.3.1. Cause-effect
13.4.3.1.1. Demand
13.4.3.1.2. Different variables
14. Job Design
14.1. Definition
14.1.1. Task design
14.1.2. Duties
14.1.3. Responsibilities
14.1.4. Systems and procedures
14.1.5. Structure of job
14.1.6. Work flow
14.2. Influenced by
14.2.1. Telecommuting
14.2.1.1. Telephone network
14.2.1.2. The internet
14.2.2. Flexible working
14.2.2.1. working hours
14.2.2.2. Job sharing
14.2.2.3. Leaves and Sabbaticals
14.2.3. Ergonomics
14.2.3.1. Work-related back injuries
14.2.3.2. Sitting for too long
14.2.4. Teamwork
14.2.4.1. Connect
14.2.4.2. Communicate
14.2.4.3. Collaborate
14.2.5. Design working environment
14.2.5.1. Conventional work environment
14.2.5.2. Enterprising work environment
14.2.5.3. Social work environment
14.2.5.4. Artistic work environment
14.2.5.5. Investigative environment
14.2.5.6. Realistic environment
14.2.6. Scientific management
14.2.6.1. Taylorism
14.2.6.1.1. Work efficiency
14.2.7. Behavioural
14.2.7.1. Rotation
14.2.7.2. Enlargement
14.2.7.3. Enrichment
14.2.7.4. Empowerment
14.3. Process Design
14.3.1. Performing tasks