Service Processes – OM in the News

Zipline Drones to Serve 10,000 Locations This Year

Zipline’s amazing delivery drone technology, which launched in Rwanda six years ago, has now made over a half a million deliveries of life-saving supplies in several African nations and Japan.

Currently, Zipline drones deliver to 3,000 hospitals around the world, and the company plans to serve 10,000 locations by the end of the year. Its sights are set on active drone delivery systems for a variety of purposes in the U.S. by the end of 2023.

Video Spotlight:

By Lisa M. Spencer|2023-04-26T07:44:14+00:00April 26, 2023|Tags: healthcare, logistics, medical supply chain, product design, quality, redundancy, reliability, safety, service design, sustainability, technology|

What Is the Future of Traditional Grocery Stores?

Will the traditional grocery store become a thing of the past, or will it continue in its current form?

In the not too distant past, virtually all shopping was done in-person in the store. Online ordering with either pickup or delivery was a novelty. However, COVID escalated the use of pickup and delivery of groceries (either retail delivery or third-party delivery, such as DoorDash).

Online grocery sales (pickup, delivery, and ship-to-home) represented about 12% of grocery sales in January 2023—up slightly over […]

By Ross L. Fink, Ph.D.|2023-03-01T22:22:31+00:00March 1, 2023|Tags: delivery, facility location, location, online order fulfillment, perishable inventory management, service blueprint, service delivery, service processes|

High-End Vets for the One Percent Pets

Some pets receive the royal treatment.

They are family, and therefore we treat them like family…or better! Responding to this sentiment, veterinary clinics have realized that the business prospects of offering the type of care humans wish for themselves are very good. Accordingly, vets have invested in large facility expansions and a diverse portfolio of services including exercise rooms, heated pools, and acupuncture. What does it take to get there and is this model here to stay?

Video Spotlight:

By Corinne M. Karuppan, Ph.D.|2023-01-30T20:53:05+00:00February 8, 2023|Tags: competitivness, facility design, facility layout, order winners, service design, service quality, strategic capacity management, strategy|

Restaurants Flex Their Strategic Muscles to Fight Inflation

After COVID, inflation is now a major threat to restaurants’ financial viability.

How have they responded? By relying on their competitive strengths in operations. Big chains have used their size to control purchasing costs, whereas mom and pop restaurants have emphasized their authenticity and superior quality. Both are attempting to maintain customer loyalty and mitigate new threats with existing assets and resourcefulness.

Video Spotlight: Restaurants Grapple with Rising Costs (September 15, 2022, CNBC Television)

This post is based […]

By Corinne M. Karuppan, Ph.D.|2022-12-07T21:49:13+00:00December 8, 2022|Tags: competitivness, economies of scale, mix flexibility, product quality, service quality, strategy, value analysis|