Challenges of Service Management

Key Diagram

Unique characteristics of service

Intangibility

Perishablity

Heterogeneity

Simultaneity

Customer Participation - Co-Creation

Managing Tactically and Strategically
Making operations central to strategy
Making the business case for service
Understand the service concept

Slide6

WebCam in Day Care

Southwest Airliines

Surgery

Consultancy

Types of Processes

Commodity

Capability

Complexity

Simplicity

Quizlet

Exercise - What are the key tactical and strategic challenges faced by a University?