Ch05_6e - Chapter 5 Service Design Lecture Outline Lecture...

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Chapter 5 Service Design
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Lecture Outline Lecture Outline Service Economy Characteristics of Services Service Design Process Tools for Service Design Waiting Line Analysis for Service Improvement
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The Service Economy The Service Economy Source: U.S. Bureau of Labor Statistics, IBM Almaden Research Center
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Definitions of Services Definitions of Services Services acts, deeds, or performances Goods tangible objects Facilitating services accompany almost all purchases of goods Facilitating goods accompany almost all service purchases
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From Goods to Services From Goods to Services
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Characteristics of Services Services are intangible Service output is variable Service have higher customer contact Services are perishable Service is inseparable from delivery Services tend to be decentralized and dispersed Services are consumed more often than products Services can be easily emulated
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Service concept purpose of a service; it defines target market and customer experience Service package mixture of physical items, sensual benefits, and psychological benefits Service specifications performance specifications design specifications delivery specifications Service Design Process
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Service Design Process
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Service Process Matrix Service Process Matrix Service/ Process Matrix
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Ch05_6e - Chapter 5 Service Design Lecture Outline Lecture...

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