The Study And Analysis Of Service Operation Flexibility

The services of our country develop very fast because of the development of the economy of our country and the encouragement of the policy, and some service companies full of international competitiveness have grown strong. But the services of our country also have many inner problems such as the small proportion in the economy, the professional shortage and the late start of the services. After becoming the member of the WTO, the international companies came into our country and occupied the domestic market quickly by their outstanding management concept and credit. Domestic service companies should not only challenge the international companies but also participate in the international competition. So domestic service companies have entered the competitive environment completely. How to deal with the uncertainty and the instability is the most important problem for the domestic service companies. Service operation flexibilities have got the attention by the domestic service companies as a buffer which resists the risk of environment. So, there is very important theory and meaning to define the meaning of the service operation flexibility, classify the service operation flexibility and discuss the service operation flexibility how to affect the business performance.This paper reviews a large number of researches which were made by domestic experts and foreign experts firstly for the next research, and define the research way. Then, the paper chooses the typical industries include the communication industry, bank industry, aviation industry and insurance industry, and summarizes the measures of the service operation flexibility in detail to know the status of the service operation flexibility. The paper classifies the service operation flexibility includes the product flexibility, price flexibility, channel flexibility, personal flexibility, environment flexibility and process flexibility. On this basis, this paper defines the index about the service operation flexibility to facilitate the next analysis. And arrange the companies according to the index of service operation flexibility by the way of FAHP. After this step, we can understand the relationship between the service operation flexibility and the business performances from the data of finance. The results show that the company which has perfect flexible tactics resists the risk better and can stabilize the business performances. Finally, the paper discusses the shortcoming of this research.On the basis of a large number of the thesis, this research defines the classification, formulate the index and try to provide the direction about the service operation flexibility. This paper certifies the positive influence of the service operation flexibility to the business performances and explains some company managers’ misconceptions. The results of this paper show the necessity to carry out the service operation flexibility.