| Terms |
Definitions |
|
define benchmarking
|
-reference point
-targets against which performance can be measured
|
|
describe culture clan
|
-socialization process
-above and beyond contract
-pride membership
|
|
range
|
The maximum distance people are willing to travel to use a service.
|
|
setting
|
-includes both the environment in which the service is provided to the customer and areas of the organization to which the customer normally has little access
|
|
SWOT analysis are undertaken by businesses at the start of planning to identify...
|
-organizational strengths
-weakness
-opportunities
-threats
|
|
Economic base
|
A community's collection of basic industries.
|
|
workers
|
those who interact with the customer and those who contribute to the service delivery out of the customers sight
|
|
how are organizational cultures sustained
|
-recruiting employees who fit
-removing those who dont
|
|
what stage in strategic and marketing planning does SWOT analysis fall under
|
situation analysis
|
|
Basic industries
|
Industries that sell their products or services primarily to consumers outside the settlement.
|
|
primate city
|
The largest settlement in a country, if it has more than twice as many people as the second-ranking settlement.
|
|
Characteristics that distinguish a service from a physical good (4)
|
1. Intangibility
2. Inseparability
3. Variability
4. Perishability
|
|
off
|
Get off of the chair.Take off your coat.I took my hat off.
|
|
define queue discipline
|
rules for determining the order that arrivals receive service (FIFO, LIFO, $$$ First)
|
|
the service performance network is a combination of two networks, what are they
|
-results network (satisfaction)
-drivers network (leadership->drivers)
|
|
transportation and information services
|
Services that diffuse and distribute services.
|
|
Principles on waiting
|
Empty minutes are long minutes (mins when nothing is going on)
In-process minutes are shorter
cust feels like they are being procesed, wait is more tolerable
put ppl in a serpentine line instead of a straight line
Unknown waits are longer
Waits for valued outcomes seem shorter/more tolerable (not alwys true)
Fair waits are shorter
ie-first come first serve
pay more, served first (airplane)
Over-promising stretches reasonable waits
tell cust 15 min...take 30min
should UNDERpromise and OVERdeliver
Observable timesaveing actions make waits seem shorter
when there are 3 ppl behind the counter but only one register open the wait seems longer
***We can affect ppls perception of the wait which will cause better interactions among customers and w/ employees
|
|
water
|
I want a drink of water.We like to swim in the water.There is water on my floor.
|
|
what are the four strategy drivers
|
-operations led
-externally driven strategy
-corporate led
-visionary leadership
|
|
process of service assembly
|
the procedures and flow of activities that contribute to the delivery of the service
|
|
*what is managing capacity
|
the amount of demand in a specified period of time
|
|
what are characteristics of a good service guarantee
|
-focus on satisfying the customers
-reduce perceived risks
-create a positive attitude
-deal with dissatisfaction
|
|
Steps in implementing the strategy
|
hardest step in developing a marketing strategy
scheme must be formulated that specifies a logical sequence of implementation steps and provides a detailed timetable for carrying them out
Itemized budget is necessary that includes the short/long term costs of implementation
Key part is checking expenditures for variations from the budget
Little rm for error bc most services are produced and consumed in real time
|
|
what are the elements of the service strategy
|
-define market
-develop a service product they want
-create environment
-design service system
|
|
F. Service5. PreachII Corinthians 12:15
|
II Corinthians 12:15 And I will very gladly spend and be spent for you; though the more abundantly I love you, the less I be loved. II Corinthians 12:15
|
|
F. Service6. SufferII Timothy 3:12
|
II Timothy 3:12 Yea, and all that will live godly in Christ Jesus shall suffer persecution. II Timothy 3:12
|
