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Service Management

By
Ivan Cavric

By
Venkatesh.N

Service
>A service is an action of doing something to some
one which is essentially (purely) intangible
>Service is an act or performance offered
by one party to another that is essentially
intangible and does not result in the
ownership of anything.

Supply chain management


Supply chain management is a total
system approach to managing the
entire flow of information, materials,
and services from
raw -materials suppliers through
factories warehouses to the end
customer

Contd..

A supply chain is the system of


organizations, people, activities,
information and resources involved in
moving a product or service from
supplier to customer.
Supply chain activities transform raw
materials and components into a
finished product that is delivered to the
end customer.

Supply chain

Supplier

Manufacturer

Distributor

Retailer

Customers

Supply chain management

Characteristics of services

Characteristics

Intangibility:
It cannot be taste, feel & smell before they are bought
unlike physical product. The intangibility creates a feeling
of uncertainty about the outcome of service.

Inseparatebility:
Services cannot be separated from the services provided
(we cannot separate the service from the product) in fact
the product delivers consumption of a service.
Variability:
Services of highly variable. It is almost impossible to have
the same service from the same seller the second time.

Contd.
Customer participation:
Service product is not a one side activity customer
are core product of services. The product quality of
services greatly depends upon the ability, skills
and performance of the employees as well as the
activity and performance of the customer.
No ownership
here we cannot transfer ownership from one
person to other person that particular service
belongs to particular person because its purely
intangible
Pershability They cannot be stored

Product And Service Marketing Mix

Differences B/W Goods and Services

Goods

/ Services

Classification of service

It is required to design & apply marketing techniques to


completely satisfy the customer & increase profit &
identify new emerging services
Classification can be done on the following basis
Classification by industry
Classification by target effect
Skill level of service provider (professional/Non
professional)
Labour intensiveness(people-based/ equipment-based)
Degree of customer involment

WHAT ARE SERVICES


For a layperson, services are
essential intangible.Teir purchase
does not result in the ownership of
any thing physical.