Managing service relationships MADANIYYAH AL MUNAWAROH

Network Model
Bidirectional Optimization 5031211026
MANAJEMEN JASA (A) Supply Chain: a network of value-adding
doing what is best from the customer’s
material processing stages, including
perspective while doing the best for
suppliers, manufacturing, distribution,
the service enterprise
retailing, and recycling, all connected with
Productive Capacity
S E R V IC E
the flow of material and inventory stocks.
A primary consideration of productive
Bullwhip Effect: a small change in retail
capacity for mobile workers is the
amount of time spent between job S U PPL Y orders is magnified as we move back up
the supply chain to the distributor and

RELATIONSHIP
Perishability
finally to the manufacturer.
approach used in service relationship
management to minimize the negative
impact of idle time on the productive

service supply relationships

Hubs are more desirable than chains
because there are fewer opportunities for supply chain design
delays and information can be shared omnichannel supply chain
more easily
 outsourcing services
outsource a service activity rather
than perform the task
focus on its core competence
provides access to latest
technology
leverage benefits
Outsourcing shoulde be undertaken
with caution
RELATIONSHIP
loss of direct control over
quality
exposure to data security and
customer privacy issues
MADANIYYAH AL MUNAWAROH
5031211026
MANAJEMEN JASA (A)
S E R V IC E
S U PPL Y
operational characteristics
social media in services
Characteristics:
•A wide reach that is decentralized, less
hierarchical, and has multiple points of
production and consumption.
•Easy access that generally is available
to the public at little or no cost.
2. consumer-generated media (CGM) to
refer to the power of social media–
based promotions.
ex: Banks accept check deposits when
customers snap a photo of a check on
their smartphone and send it to the
bank. Airlines send boarding passes to
passengers’ smartphones
service consulting