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Operations and Supply Chain Management The Core

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CHAPTER 7

SERVICE PROCESSES

Learning Objectives

LO7–1 Understand the characteristics of service processes.

LO7–2 Analyze simple service systems.

LO7–3 Understand waiting line (queuing) analysis.

AMAZON—A RETAILER THAT OPERATES AT A

DIFFERENT LEVEL

Amazon sold its first book in 1995 out of Jeff Bezos’ garage in Seattle. Bezos’

little garage-operated company has made him the richest person in the world and

the company continues to innovate in ways that are often disruptive to other businesses

and even controversial at times. Amazon’s Web site and technology support

a multi-tiered approach to online sales.

The direct Amazon-to-buyer sales approach is like most other online retailers

except for the gigantic range of product offered. Almost anything you might want

to buy can be delivered right to your door in two days through the Prime service.

There are a few things that make Amazon different. First is the Web site. If you

have been to Amazon.com before, you will find some recommendations just for

you. Amazon knows you by name and tries to be your personal shopping assistant.

The personalized experience is key to the shopping experience at Amazon. The

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