05_posting_-_Service_Process_Design___Qu

05_posting_-_Service_Process_Design___Qu - 09/15/2011 1...

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Unformatted text preview: 09/15/2011 1 Service Process Design & Queuing A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.- Henry Ford 09/15/2011 2 How Service differs from Manufacturing Intangible Product Cant be touched or seen (or dropped on your foot!) Hard to inventory Designed for customer experience High Customer Contact Customer often participates Direct customer/employee interface 09/15/2011 3 ExamplesManagement Consulting, Restaurants, others? What makes service operations special? Every client is an expert Services are idiosyncratic Quality of service is not simply quality of work Services are usually a mix of tangible and intangible attributes (the service package) Requires strong interaction between marketing and operations 09/15/2011 4 Classification of service operations The service business (External services) Internal services Provide support Field-based services Facility-based services 09/15/2011 5 Designing service operations Competitive dimensions: Treatment of the customer Speed and convenience of service delivery Price of the service Variety of services Quality of the tangible aspects Service differentiation (unique skills) 09/15/2011 6 Strategy Systems Employees Customer Designing service operations 09/15/2011 7 Service System Design Matrix Mail contact Internet and on-site technology Phone contact Face-to-face tight specs Face-to-face loose specs Face-to-face total customization Degree of customer/server contact Sales opportunity High P r o d u c t i o n e f f i c i e n c y Low High Low 09/15/2011 8 Three alternative strategies in services The production line approach The self-service approach The personal attention approach 09/15/2011 9 Designing service operations: service blueprints Line of Visibility Line of Interaction 09/15/2011...
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05_posting_-_Service_Process_Design___Qu - 09/15/2011 1...

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