Understanding Service Processes Strangers Include non standardized processes

Understanding service processes strangers include non

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Understanding Service Processes Strangers Include non-standardized processes Occur least frequently as one off projects Difficult to demand forecast and identify resource requirements Processes consist of a number of sub-processes and activities Important to identify the parts of the processes which lead to value addition For example, for a hotel customer the frontline processes of luxury lounges, hospitality etc would be the most value creating processes 2. Value Addition in Processes
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What kind of task should be performed front- end Vs backend?
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Strategic Position and Service Process Every firm has to make a conscious strategic decision regarding its operational strategy to deliver customer satisfying service Unlike goods, where product ingredients or components are in sync with product positioning, it is very difficult to have a service process in line with the service positioning Structure for positioning service
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Strategic Position and Service Process The service process can be classified on the basis of these dimensions, and the position of the firm can be found on these two axes Common examples: Tire replacement less complex than engine replacement. Hotels, customer service less divergent than other services
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Consequences of Changes in Divergence and Complexity Effect of change in divergence Divergence is the degree of variability in the process. Reduction in divergence and a more uniform process leads to inward benefits like cost reduction by efficiency improvement and higher volume operations Effect of change in Complexity
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  • Summer '17
  • Rusha Das

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