Please enable JavaScript.

Coggle requires JavaScript to display documents.

SU4- Customer Interface - Coggle Diagram

- - - - Activity standards
      - Actions- cust, cust-contact staff
      - Physical evidence
      - Interaction
    - - Actions- staff, cust-contact staff
      - Support processes
        
        Other service staff
        
        IT
  - - - Preventattive measures
      - Contingency plans
      - Fail-proofing- improve process reliability/consistency thru staff procedural adherence
    - - Goal
        
        Reduce
        
        Service failures
        
        Cycle time
        
        Enhance
        
        Productivity
        
        Cust satisfaction
      - Method
        
        Examine blueprint with key stakeholders
        
        Eliminate non-value adding steps
        
        Address bottlenecks
        
        Use SSTs
        
        Pleases
        
        Convenient
        
        Quick service
        
        24/7 operation
        
        More locations
        
        More control
        
        Lower prices
        
        Annoy
        
        Breakdown
        
        Poor design
        
        Improper usage training
        
        No effective service recovery options
        
        Increase adoption
        
        Psychological
        
        Operational
        
        Marketing
      - Reasons
        
        Changing economy, tech, needs
        
        Outdated internal process, procedures
- - - - Contain cust
      - Contain/process goods
  - - - Demand beyond max/optimal capacity
      - Capacity
- - - - Increase
        
        Lower price
        
        Enhance service feature, desirability
        
        Promotional incentives
        
        Offer more convenient delivery time, place
      - Reduce
        
        Encourage other time slot usage
        
        Raise price
    - - Formalised queuing
        
        Waiting line perception
        
        Alternatives
        
        Job urgency
        
        Exception lanes
        
        Express
        
        Fast
      - Reservation
        
        Use revenue management if needed
        
        Challenges
        
        No-show- require deposit
        
        Overbooking- compensaiton
- - - - Cust
        
        Participation lvl
        
        Marcom to attract right segment
      - Staff
    - - Directional
        
        Physical
        
        Process
        
        Appropriate behaviours
        
        Service script
      - Communicates brand image
      - Unclear signals- induces uncertainty, anxiety