Guidance on Group Audit Report.ppt

Guidance on Group Audit Report.ppt - MKTG1255 SERVICE...

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MKTG1255 SERVICE QUALITY Guidance on Service Firm Audit
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2 Executive summary Limited in 1 page. (Exclusive from 3,000 word limitation) Introduction - Nature of the company, principal service, major rivals, market share/ sales - Primary target market(s), positioning map * Note: clearly identify the date and source for all data
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Managing the customer interface Process Design the service blueprint Identify waiting points, failure points & solutions (Poka-yokes application)
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Managing capacity and demand Approaches used to manage capacity Stretch and shrink Adjusting capacity Schedule downtime during periods of low demand Cross-train employees Use part-time employees Invite customers to perform self-service Ask customers to share Create flexible capacity Rent or share extra facilities and equipment Limitations
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Managing capacity and demand Approaches used to manage demand Reduce demand Increase demand Inventory demand Through waiting lines
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  • Spring '14
  • Anh Thu Nguyen
  • RMIT International University Vietnam, RMIT International University

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