Serivce Development and Design • Objectives: • Challenges in Service Design • Unique elements of new service developments • Service Blue Print Complied by Ajay Raheja ([email protected])
New Business Ideas!!! circle5 How many of you will or have planned to start your own business? circle5 Explain the type of Service? circle5 What would you do first? circle5 What are Your challenges? Complied by Ajay Raheja ([email protected])
Provider Gap 2 – Not having the Right Service Quality Designs and Standards Customer driven service designs and standards Poor Service Design Absence of Customer Driven standards Inappropriate Physical Evidence Business Perception of Customer Expectation
Building up the Gap Model Customers Expectation Customer driven service designs and standards Business Perception of Customer Expectation Provider Gap 1 Provider Gap 2 Poor Service Design Absence of Customer Driven standards Inappropriate Physical Evidence Inadequate Market Research Lack of Upward communication Insufficient relationship focus Inadequate service recovery
Some Statistical Data circle5 Of the 11,000 new products launched by 77 companies, only 56% survived after 5 years. circle5 Failure were traced to: circle5 No unique benefits circle5 Insufficient demand circle5 Unrealistic Goals for the service circle5 Poor location circle5 Insufficient financial backing circle5 Failure to take time and develop the product and product map. Complied by Ajay Raheja ([email protected])
Example: circle5 You are planning to set up a coaching classes for the students of std 10 th . How will you describe your service to the student to make them attractive to join your classes?
Example circle5 Your mother needs to undergo a surgery. Your consulting doctor has given you an option of 3 best Hospitals in Mumbai to choose from – circle5 Which hospital will you choose? Why? Services are intangible and process oriented and hence difficult to communicate and describe.
Example circle5 Overweight!!! circle5 Let me join a weight reduction program. Right Diet and Exercise is a must. To take benefit of circle5 this service, more than the coach it is the customer who has to act. When the services are delivered or co created with the customer over a long period, their complexity increases
Example circle5 Need two volunteers… circle5 Just observe them… Rarely can two people can deliver or experience service the same way!!!
Challenges in Service Design circle5 Services are intangible and process oriented and hence difficult to communicate and describe.
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- Spring '15
- ab bhushan
- Service system, Ajay Raheja, [email protected])