The operating system that I have actually selected is a specific service operation: the realisation of a music show. As every other organisation that produce products or services, it has an accurate os, made up by a variety of inputs, a change process and a last output.
INPUTS – We must compare 2 various type of resources: changed resources, that are the resources dealt with and changed in some method, and changing resources, that are the resources that act upon the changed resources.
The changed resources are usually materials, details and consumers; extremely typically one of these is dominant. A concert, like many other service operation, is predominantly a consumer processing operation. The primary job of the musicians, and for that reason also of the organisers, is to process audience in a way in which satisfies their public, maximising their satisfaction. There is naturally an extremely high contact in between audience and operation; in reality a show is a common example of an operation in which complete satisfaction is measured by customers understandings, that are subjective.
That implies that is quite tough to measure and manage them. So, for instance, the administrators of a music hall, following the music market sales, should try to have as a guest just the most effective artists of the moment.
The other changed resources, together with audience, is the building transformed or organized for the performance. It can be a music hall, an arena, an indoor stadium or merely an open park, in any case it goes through a complete change of its look and its utilisation.
As concerns the changing resources, there are two various types: facilities and staff.
Facilities are all the materials used to prepare the structure for the show. Depending on the area of it, they can have some distinctions, but undoubtedly there should be a stage, a checkpoint, lights and all musical and technological devices (instruments, cable televisions, microphones, mixer, and so on). Then, not constantly, there could be seats, banisters, changing room, toilets, bars, and checkrooms.
Staff are all the people in the operation, at any level, who carry out the concert. The most important are obviously the musicians: if music concert is the product, the skills of musicians are the human capital of the entire process. But besides them a music concert needs also technicians, stage assemblers, security guards and box-office attendants.
TRANSFORMATION PROCESS – The transformation process is the music played for the audience, the concert itself, together with all other aspects of exhibition. The whole process usually does not cover more than one day. We can say that this kind of customer-processing operation is concerned with transforming the psychological state of the audience, which is typical for most entertainment services, such as theatre, television and radio.
OUTPUTS – The output of a music concert is first of all the entertained audience, but we cannot forget to mention the importance of having guaranteed security for all the people inside the building. The general characteristics of these outputs are the same that distinguish outputs of every organisation that produces services from outputs of organisation that produce goods: not tangible, non-storable, untransportable and simultaneous (in other words produced and consumed at the same time). Just the exact opposite of a normal good.
Another difference between goods and services, as said before, is that the quality of goods is reasonably evident, it is measurable. But in a concert it is a little bit more complicate. The customer is inside the operation, he judges not only the outcome of the service (the music), but also the aspects of the way in which it was produced (all the rest of the scene).
The input-transformation-output model can also be used within operations. All operations are made up for several units or departments, witch themselves act as smaller versions of the whole operation, with their own resources and their own outputs. So any operation can be considered as a hierarchy of operations. This is more true for greater manufacturing operation than the ours, but also inside a music concert we can distinguish some different micro operations, as stage operations, location for audience, performance realisation.