Please enable JavaScript.
Coggle requires JavaScript to display documents.
Session-II Challenges - Coggle Diagram
Session-II Challenges
Types of Services
B2B
acquiring/retaining customers
high volume infrequent purchase
customers are not end users
B2C
Volume, consistency
G2C
no choice
funded thru taxes
acceptable service
handle political pressures
C2C
Internal
no choice
central budget for funding
demonstrate benefit against external service
Not for profit
self selecting
thru donations
emotional needs
6 things managers do
Daily firefighting
Daily routine
Team buildng
Daily kaizen
corrective
proactive
dreaming future
Self development
Tactical Challenges for managers
understanding customer
inside out and outside in view
nursery - babysitting example
managing in realtime
undo, rewind
screaming child
managing customer
customer behavior affects other customers, employees
shouting diner, late student
improvement and innovation
risk, reputation, time, money to innvoate
coordination and follow ups
managing customers
nursery - parent - child - other staff training
Classification of service processes
Simplicity
Complexity
Commodity
Capability
Challenges
Strategic
medium and long term
long term customer retention and focus
asset managemnet thruout life
communicating service concept
Tactical
short to medium term issues
short term perf measurement
resource availability and management
Service Improvement
Chaging parameter per requirement
sustain inequality
closest to customer to continously improve
Servcie Concept
Organizing Idea
Service provided
SERvice received
View
Inside out
input
processe
output
Outside in
Experience
Benefits
Products