19 MART SM.docx - 19 MART SM İlk 5 dk geçen dersin özet 3 chapter 13 slaytla başlıyor… Service Level Challenge*Service levels are difficult to

19 MART SM.docx - 19 MART SM İlk 5 dk geçen dersin özet...

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19 MART SM İlk 5 dk geçen dersin özet 3. chapter 13. slaytla başlıyor… Service Level Challenge **Service levels are difficult to measure and difficult to communicate to the customer because the customer doesn’t know what level of service he or she will get untl they experience the service. So, you must e able to tell the customer something about your services and this is usually done through advertsing. **Your service level must not change. You have a set of customers, so they experienced your service, they have an idea of your service level. For example; reducing the service level is definitely out because your customer will be dissatsfied but, trying to increase your service level may also confuse the customer. Why? -There will be a fear that when the service level increases, we have to pay more. So, inital service levels must be set with care (no turning back). -Also, there is another idea that why they offer this service level before, why I had been charged to this price for lower service level. **The service level is part of the service delivery system. Service delivery system includes the service process and, process through which you create and deliver the service. But, it also includes the atmosphere, workers attitude etc. (Being responsive, tming) **Also, unfortunately, in terms of your service levels and your correctons, there is no quality control because of simultaneity. Therefore, any mistake here has a direct impact on the customer. For example , customers in a hotel frequently complain about something in their room; either there are some light bulbs are not working or there are missing towels. House-keeping department is doing their job well despite customer complaints. So, should we put more inspecton? (Here there is no simultaneity, the room has been prepared for customer before they come.) (Also, the inspecton has a cost.) Or, should we encourage our workers? (Maybe, with some incentves) -We should ensure that workers do what we want them to do. How can we ensure that? Standardizaton and checklist . An example for checklist, tables in shopping malls’ toilets that show the last date of cleaning service that had been done. (they put a thick next to the date) **Checklists are very useful. They are much cheaper and much easier to manage than the other things that you have proposed. **Some housekeeping staffs are much more efficient and faster than others. Because they know the order, where to start cleaning what to do etc. the checklist will also give the order. So, checklists set procedures basically for that. Also, it minimizes the effort for workers because they what to do and what order to do, and standardizaton which will reduce the likelihood of errors.
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**Whenever you can, substtute technology for people. Services are labor intensive, and it is difficult to control the service level. So, to reduce uncertainty, try to use technology instead of people. But, when you substtute technology for people, some elements are going to be missing.
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  • Spring '15
  • oğuz solyalı

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