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Chapter 9: Design Service Processes - Coggle Diagram
Chapter 9: Design Service Processes
Service types
Business services
:
Support daily operation
of enterprises
Social services
:
Are voluntarily
carried out by
enterprises
Persional services
:
Client specific services
are provided by enterprises
Nature of services:
The customer is the focal point of all decisions and actions
Operation is responsible for service systems and for managing the work of the service workforce
The service triangle
Service package
Supporting facility
Facilitating goods
Information
Explicit services
Implicit services
A operasional classification of services
Customer contact
:
the physical presence of
the customerin the system
Extent of contract
: the percentage
of time the customer must be in
the system relative to service
time
Services with a high degree of customer
contract are more difficult to control
Creation of the service
:
the work process invovled
in providing the service
itsefl
Strategic Uses of the matrix
Enabling systemanic integration
of operations and marketing strategy
Clarifying exactly which
combination of service delivery
the firm is providing
Permitting comparison of how
other firms deliver specific
services
Indicating life cycle
changes as the firm grows
Three contrasting service designs
The production line approach
The self-service approach
The personal attension approach
5 types of variability
Capability variability
Effort variability
Request variability
Subjective preference variability
Arrival variability