Industrial Engineering Primary Responsibilitieswithin the Service Industry

Institute of Industrial EngineeringIndustry Advisory Board

Business Planning Industrial EngineeringAugust 21, 2006

CONFIDENTIAL DRAFT

2

Service Industry Example

MissionTo support strategic and partner on implementation of the dynamic business objectives to serve of our Customers,

Employee and Financial objectives for our company local community. From complexity and ambiguity, we apply analytical rigor, generate decision-making clarity and offer innovative solutions that deliver improved Customer and Employee experiences and sustained business results

Strategic Support• Performa business case analysis (New product lines; locations, attractions, facilities, venues, etc.)• Labor strategy and deployment• Pricing strategy

Tactical Support• Performance Initiatives -Balance scorecard, Analytically Based Workloads and Labor Standards, customer service

modeling• Capacity Analysis - Attractions, venue, food service, entertainment, maintenance shops, laundry, etc.• Partners in Change Management• Operational Planning - Prioritization, conflict resolution, impact analysis, facilitation, special event integrated support• Business Processes and Technology - Data analysis, technology implementation partners

Scope of Work• Capacity/Demand Analysis – quantify Customer demand patterns to optimally plan required capacity to increase

profitability• Measuring the Impact – measure significance of alternative operating concepts to improve business results• Decision and Computer Simulation Modeling – create “real life” models by applying appropriate techniques to identify

logistical challenges that may exist prior to implementation of a product or service• Process Design & Improvement – identify, define and redesign both management and work processes to implement

changes that will increase productivity, efficiency and Cast Member morale without affecting Customer service• Operational Metric Collection – collect and quantify relevant aspects of the operation to drive effective decision making

and ensure data integrity

3

Service Industry ExampleLine of Business Support• Support:

– Facilities / Maintenance / Infrastructure– Administrative– Business Systems and Technology– Human Resources– Event Planning– Sales and Marketing– Supply Chain Management– Risk Management

• Revenue Generating: – Foods– Merchandise– Hotel – maybe use Resorts instead?– Park Operations– Cruise Lines

• Operational– Customer venues– Parking– Entertainment– Security and Emergency Services

• Strategic– Global Creative Planning / International Development– Finance Planning