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An Assignment On Service Operations

Submitted By: Rupareliya Tejas(76) Sagar Hiren(77) Sanal Babu(78) Patel Ravi(79) Sathwara Akash(80)

Submitted To: Proff. Kruti Patel

(1) Restaurant:-

(Rajkamal Restaurant,Shahibag,Ahmedabad)

(i) Service Design:Here Design is selected based on custeomer penticipation. In Rajkamal Restaurant customer panticipants only in design of service like he or she decides about the kind of food they want to take. In Rajkamal Restaurant no concept of self-delivery. So customer is not participated in any process.

(ii) Classification:Classification of services based on. Degree of labor intensity Degree of customization of interaction. Because here if any of the waiter is absent then the service deliver to the customer will not be pending. The degree of labor intensity is low. Cost of capital is high. Degree of customer interaction & customization is also low. Because restaurant have some fixed menu and the customer have to select it from that menu only. (iii) Service Capacity: Company having three strategy option to fulfill service capacity. (1) (2) (3) Constant Capacity, Chase Strategy, Demand Smoothening.

Rajkamal Restaurant follows Chase Strategy. Because if there all tables are fixed so at that time they are not able to match or chase the excess supply. (iv) Service Blueprint:Physical Customer comes Allow Giving Eating Billing Evidance To Restaurant Table Order Cust.Action Customer go customer Customer gives Have Pays To tables sits Order Food Bill Back End Checks about Provide Takes Employess Vacant Tables Tables Order GAP Model:Provide Collect Food Bill

Customer wants Fast Services

Gap 3: Customer wants good response. Gap 4:Provides Good quality food. Gap 2: Customer wants Fast Services

Gap 1: Resturant Provides Services

(2) Mobile Service Provider (Idea Cellular,Ahmedabad) (i)Service Design:

In Idea cellular services customers are involved in both design and delivery of services. Customer take some of the plans or schemes offered&according to that idea provides services that means customers involved in designing of services. In Delivery some service activation customer needs to do a single message or other function so that time customers are involved in delivery of services. (ii)Classifiaction:-

Idea Cellular falls under the category of Service Shop. Degree Of Labor Intensity is less:If One person on shop is absent on one day then it does not mean that the work is pending of that person. Some other person will do the work of that person. So here degree of labor Degree Of Customization&Interaction is high:Idea cellular provides the customer interaction or customer service outlet. It provides the high degree of customization of interaction.

(iii)Service Capacity: Company having three strategy option to fulfill service capacity. (4) (5) (6) Constant Capacity, Chase Strategy, Demand Smoothening.

From all these three idea cellular comes under the category of Demand Smoothening. Because in some peak time company provides some schemas or attractive offers to the customer. (iv)Service Blueprinting:Physical Customer comes Provide the Designing Of Custo. Evidance To Shop Service Service Exit Cust.Action Customer go customer Customer Exit To reception area get services From The Shop Employees Actions Note the problem Provides of customer Services Gives customer Greetings

(V) GAP MODEL:-

Customer Enters into the shop with the wishes to get best services.

Gap 3:Management Accept the customer request but can not able to provide. Gap 2:Customer wants the repayment of Customer wants the repayment of the the scheme. Which is by mistake scheme. Which is by mistake activated. activated.

Gap 1: Reception executive does not give satisfactory answer. Gap 4: Idea cellular advertise that they are best service provider but they are not.

(3) Saloon:(i) Service Design:In Hair&Care customers are involved in design only. Because customer selects the service that whether to go for hair cut or saving or facial. (ii)Classification:Degree of labor intensity is less:If one person is absent then the work is not pending. Other persons can also do the work efficiently. Degreee of customization&interaction is high:Different customer wants different services & different styles. Therefore the services are provided according to the customer needs. (iii) Service Capacity:Hair & Care falls under the category of Chase Strategy. Because they have some fixed persons so only that number of persons can sit others have to wait. Therfore here thogh they have big shop and much material they can not exceed the capacity. (iv) Service Blueprint:Physical Customer comes Sit On Payment Custo. Evidance To Shop Chair Done Exit Cust.Action Customer ask customer Customer Exit About his number get services From The Shop Employees Actions Note the problem Provides of customer Services Customer Exits

(4)Banking Sector:(i) Service Design:Customer can participate in service design in three ways: (i) Only in Design (ii) Only in Deliver (iii) In Both Design & Delivery. Here we can take example of ICICI Bank. In Banking industry customer participate in delivery. Customer can take the service only given by bank. Customer can not decide which service bank offer. (ii)Classification Of Services:Classification can be done based on: Degree Of Labor Intensity, Degree Of Interaction & Customization. Services can be classified into four categories: (1) Service Factory, (2) Service Shop, (3) Mass Service, (4) Professional Services. (iii)Service Capacity:Company having three strategic options to fulfill service capacity. (1) (2) (3) Constant Capacity Chase Capacity Demand Smoothing

Out of these strategies ICICI Bank. It fall in the Chase Strategy. Because there is no control in the hand of bank on the inflow of customer.

Types Of Queues:(1) Classic Queue, (2) Zigzag Queue, (3) Number Queue, (4) Split Queues Formate. The ICICI bank follow number queue. The customer at bank first given token no. They have not to stand on queue on the queue on the bases of their number the go to the counter.

(5)Insurance Sector:Here we have taken example of LIC. Service Design:Service design can be done on the bases of customer participation in a service design. In LIC the customer participation in service design. Here the policy holders are not allowed in the product design of insurance product. (ii)Classification Of Services:Classification can be done based on: Degree Of Labor Intensity, Degree Of Interaction & Customization. Services can be classified into four categories: (1)Service Factory, (2)Service Shop, (3)Mass Service, (4)Professional Services. In this example the LIC company or any insurance company fall in the service shop category because in the LIC there is high customer interaction is required. (iii)Service Capacity:Out of three strategy the LIC fall in constant capacity. Because the Insurance agent can adjust their meeting to policy holder according to their requirements.

(6) Hospital:(i)Service Design:In hospital we have taken an example of Indus Hospital. Here patient wants various types of services. (ii)Classification Of Services:Classification can be done based on: Degree Of Labor Intensity, Degree Of Interaction & Customization. Degree of labor intensity is less. Degree of Interaction & Customization is high. So here cost of capital is high. (iii)Service Capacity:Indus hospital falls under the category of constant capacity. Indus hospital provides some expert doctors so that capacity is constant.

(iv)Gap Model:-

Patient comes for treatment.

Gap 3:If there is a waiting the patients have to wait. Gap 2:Time will the provided to of the Customer wants be repayment all patients. Which is by mistake activated. scheme.

Gap 1: Management gives a number to all the patients. Gap 4:Provides Faster & Quicker service to each and every student.

(7)School:(i)Service Design:Here in L.M. college students are in both design and delivery of services. Here student select the course and participated in design. They also choose the subject so they are also participated in the delivery of the service. (ii) Classification:L.M. college falls under the category of Mass Service. Here degree of labor intensity is low. Because if any professor is absent then the work is done on another day. Here degree of customization & interaction is also low. Because syllabus is fixed. (iii)Service Capacity:L.M. college falls under the category of Chase Strategy. Because seats for particular B.Pharm. Course is fixed of 75 students.

(iv)GAP Model:-

Student wants to learn by professor.

Gap 3: Delay in taking lectures.

Gap 2:Duewants the repayment ofcan not Customer to problems projector the be started. scheme. Which is by mistake activated.

Gap 1: college do not have any vacant seats. Gap 4:College claims that they provide highly new technology based education.

(8)

AirLines:-

(i) Service Design:Design is selected based on customer preference. Here customer needs all the type of relaxations. (ii)Classification:Here the service is classified on the basis of different company. Because services provided by the different companies are different. Here the services are also different according to the needs of customers. (iii)Service Capacity:Indian airlines falls under the constant capacity. Because they can not increase the size of passengers. (iv)Gap Model:-

Customer decides to journey.

Gap 3: Gives a good journey.

Gap 2:Tries to provide good quality Customer wants the repayment of the services. Which is by mistake activated. scheme.

Gap 1: Check for the seats or not. Gap 4:Advertise that their services are best.

(9)

Tours & Travels:-

(i)Service Design:Here services are as per the needs of customers. Though some services are same. Because facility of vido coach are also provided by this type of agencies. (ii) Classification:Here Eagle Tours & Travels provides various types of facilities according to the income of the people. It provides the facilities which is mainly demanded by the middle class people. (iii) Service Capacity:Eagle Tours & Travels falls under the category of constant capacity. Because some are very costly and on some discounts are also provided. The seats are also limited in this services. (iv) GAP Model:-

Customer decides to journey.

Gap 3: go in the tours & travels.

Customer wants the repayment of the Gap 2:allocate the seats for the journey. scheme. Which is by mistake activated.

Gap 1: Inquires for the time & price. Gap 4:Advertise that their services are best.

(10) Broking Firm:(i)Service Design:Mainly some fixed services are provided. Customers take the services which they want from all type of services. (ii)Classification:(ii)Classification Of Services:Classification can be done based on: Degree Of Labor Intensity, Degree Of Interaction & Customization. Degree of labor intensity is less. Because client with higher investment takes more securities. Degree of Interaction & Customization is high. So here cost of capital is high. Because customers take services on their fixed period. (iii)Service Capacity:Out of three strategy the Angel Broking fall in constant capacity. Because services provided to the customers are for fixed persons.

(iv)GAP Model:-

Customer decides to invest.

Gap 3: Knows the Market Values.

Gap 2:Get wants the repayment of theand Customer information about income risks. Which is by mistake activated. scheme.

Gap 1: Check for the broking companies. Gap 4:Invest and gets good income.