Académique Documents
Professionnel Documents
Culture Documents
Learning Objectives
Prepare a blueprint for a service operation. Describe a service process using the dimensions of divergence and complexity. Classify a service using a taxonomy of service processes. Compare and contrast the generic approaches to service system design. Discuss the use of information technology for employee and customer empowerment.
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* Medical Counseling
Customer Participation
Encourage Co-production by Customer Free air miles for Internet ticketing
Information Empowerment
Employees Relational Databases
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Matching Demand and Supply Care to be taken designing Service delivery mechanism
Demand side Differential pricing Nonpeak demand Complementary services Reservation systems Supply side Part-time employees Peak-time efficiency Increased consumer participation Shared services Facilities for future expansion
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Factors Leading to Customer Switching Behavior Service Delivery Failure symptoms Pricing Inconvenience Core Service Failure Service Encounter Failures Response to Service Failure Competition Ethical Problems Involuntary Switching
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Service Strategy
What are we going to provide? Can we afford it? Can we provide enough of it? How do we gain competitive advantage? Perspective
Vision, mission and strategic goals
Demand Management
Ensures we dont waste money with excess capacity Ensures we have enough capacity to meet demand at agreed quality Patterns of Business Activity to be considered
E.g. Economy & electricity, Congestion Charging
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Service Design
How are we going to provide it? How are we going to build it? How are we going to test it? How are we going to deploy it?
Holistic approach to determine the impact of change introduction on the existing services and management processes
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Underpinning Contracts
External Organisation Supplier Management
Can be an annexe to a contract Should be clear and fair and written in easy-to-understand, unambiguous language
Types of SLA
Service-based
All customers get same deal for same services
Customer-based
Different customers get different deal (and different cost)
Multi-level
These involve corporate, customer and service levels and avoid repetition
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