Service ops mgt Week1_Session2_Services Management

Pre use of standard dominant human unit of of living

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                                                                                                     Pre-              Use of                          Standard                                       dominant      Human    Unit of         of Living             Society      Game      Activity         Labor       Social Life    Measure   Structure    Technology     Pre-           Against     Agriculture     Raw         Extended        Sub-            Routine          Simple hand     Industrial    Nature      Mining           muscle      household        sistence     Traditional       tools                                                                        power                                              Authoritative       Industrial    Against      Goods         Machine    Individual      Quantity         Bureaucratic   Machines                       fabricated   production     tending                          of goods     Hierarchical                       nature          Post-           Among     Services        Artistic      Community   Quality of       Inter-             Information     industrial      Persons                       Creative                        life in terms    dependent                                                         Intellectual                     health,
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2-24 Service and Outsourcing Karmarkar, HBR, 2004
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2-25 Economic Evolution Economy Agrarian Industrial Service Experience Economic Offering Food Packaged goods Commodity service Consumer services Business services Function Extract Make Deliver Stage Co-create Nature Fungible Tangible Intangible Memorable Effectual Attribute Natural Standardized Customized Personal Growth Method of Supply Stored in bulk Inventoried Delivered on demand Revealed over time Sustained over time Seller Trader Producer Provider Stager Collaborator Buyer Market Customer Client Guest Collaborator Expectation Quantity Features Benefits Sensations Capability
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2-26 The Four Realms of an Experience Customer Participation Passive Active Environmental Absorption Entertainment (Movie) Education (Language) Relationship Immersion Esthetic (Tourist) Escapist (ScubaDiving)
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2-27 Experience Design Principles ¡ Theme the Experience (Forum shops) ¡ Harmonize Impressions with Positive Cues (O’Hare airport parking garage) ¡ Eliminate Negative Cues (Cinemark talking trash containers) ¡ Mix in Memorabilia (Hard Rock T-shirts) ¡ Engage all Five Senses (Mist in Rainforest)
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2-28 Source of Service Sector Growth ¡ Information Technology  (e.g. Internet) ¡ Innovation   Push theory (e.g. Post-it)   Pull theory (e.g. Cash Management)   Services derived from products (e.g. Netflix)
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  • Fall '08
  • Staff
  • Management, Organizational  Systems Delivery  System, resources Organizational  Systems, Physical  resources Organizational, Organizational  Systems Delivery, service delivery Services

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