W6 O&S

Services

are economic activities that produce time, place, form or psychological utility for customers

>< manufacturing, service: intangible, often produced and consumed simultaneously – dong thoi, involve customer participantion

Characteristic	Description
Intangibility	no physical product; values is in the experience or transformation
Simultaneity (tinh dong thoi)	Production and consumption happen at the same time
Perishability (tinh k luu tru)	Cannot be stored; capacity is lost
Heterogeneity (tinh k dong nhat)	Service varies due to customer involvement
Customer participant	Customers co-create the service; affects design and behavior

 

Types of services

The service-product bundle

is the combination of tangible and intangible elements-yeuto that together create value for the customer:

+) The service (explicit service – dvu ro rang)

+) The psychological benefits of the service (implicit service)

+) The physical goods (facilitating goods)

Ex: starbuck: drink (explicit) + ambiance: k gian (implicit) + cup,seat,wifi (facilitating goods)

       Airline travel: seat(explicit), comfort & trust (implicit), meal (facilating goods)

Digitalization in supply chain

“Supply chain is a network of individual entities, organizations, businesses, resources as well as technologies that combine together in the manufacturing of a product or service.”

Trends

Experience (AR/VR, công nghệ nhập vai)

Intelligence (AI, BI, DTO)

Connectivity (IoT, Edge computing, Cloud)

Trust (Blockchain, Transparency)

Justification – Lý do

• Visibility: Minh bạch nhu cầu khách hàng

• Coordination: Kết nối sản xuất – marketing – phân phối

• Speed: Tự động hóa xử lý đơn hàng, giảm lead time

→ Efficiency (Hiệu quả) & Personalization (Cá nhân hóa)

Immersive Tech (AR/VR/MR) in Business: Công nghệ nhập vai trong kinh doanh

• Marketing & gắn kết khách hàng

• Trải nghiệm bán lẻ

• Mô phỏng đào tạo

• Làm việc cộng tác trong không gian ảo

• Thiết kế nguyên mẫu 3D (BMW)

AI in services

Artificial intelligence (AI) is rapidly transforming service delivery by mimicking – mo phong human intelligence.

4 hierarchical levels:

-       Routine (mechanical) AI: co hoc

-       Analytical AI =/ BI

-       Intuitive AI: truc giac

-       Empathetic AI: dong cam

RPA: robotic process automation