Explain how operations management activities affect the customer experiences described in the Museum of Science + Technology anecdote at the beginning of this chapter. What “moments of truth” would a customer at Chicago’s Museum of Science + Technology encounter?
Answer to relevant QuestionsExplain why a bank teller, nurse, or flight attendant must have service management skills. How do the required skills differ for someone working in a factory? What are the implications for hiring criteria and training? Research and write a short one-page paper that describes two new examples of how organizations are using biztainment to gain competitive advantage. Choose one of the following services and explain, using specific examples, how each of the ways that services differ from manufactured goods apply. a. A family practice medical office b. A fire department c. A restaurant d. ...Explain why it is important for operations managers to understand the local culture and practices of the countries in which a firm does business. What are some of the potential consequences if they don’t? Research and write a short paper on companies that have recently reshored their operations back to the United States or another host country.
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