1st chapter service management
DESCRIPTION
What is service,What is Management,service management, blueprint of service,encounter,characters, classifications,gap model,customer loyalty.TRANSCRIPT
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By Venkatesh.N
ByVenkatesh.N
Koshys college
1st Chapter SERVICE MANAGEMENT
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Service
>A service is an action of doing something to some one which is essentially (purely) intangible…
>“Service is an act or performance offered
by one party to another that is essentially
intangible and does not result in the
ownership of anything.”
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What is Management Management is an individual or a group of individuals that
accept responsibilities to run an organisation. They Plan, Organise, Direct and Control all the essential activities of the organisation. Management does not do the work themselves. They motivate others to do the work and co-ordinate (i.e. bring together) all the work for achieving the objectives of the organization.
Management brings together all Six Ms i.e. Men and Women, Money, Machines, Materials, Methods and Markets. They use these resources for achieving the objectives of the organisation such as high sales, maximum profits, business expansion, etc.
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What is service management
A system integral of supply chain management that connects actual company sales and the customer. The goal of service management is to maximize service supply chains as they are typically more complex that the supply chain of finished goods. The purposes of service management is to reduce high costs by integrating products and services and keep inventory levels smaller.
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Supply chain management
Supply chain management is a total system approach to managing the entire flow of information, materials, and services from
raw -materials suppliers through factories warehouses to the end customer
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Contd…..
A supply chain is the system of organizations, people, activities, information and resources involved in moving a product or service from supplier to customer.
Supply chain activities transform raw materials and components into a finished product that is delivered to the end customer.
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Supply chain
Supplier Manufacturer Distributor Retailer Customers
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Supply chain management
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Classification of service It is required to design & apply marketing techniques to
completely satisfy the customer & increase profit & identify new emerging services
Classification can be done on the following basis Classification by industry Classification by target effect Skill level of service provider (professional/Non
professional) Labour intensiveness(people-based/ equipment-based) Degree of customer involment
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Classification by industry Entertainment industry Education Telecommunication Finance & insurance Transportation Public utilities Government services Health Hospitality industry Business services
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Classification by target effect
Based on degree of customer involment People processing:- service aimed at physical
care Ex:-health care, clinics, restaurants, hospital, hair stylist, fitness centers.
Mental Stimulus processing:- services aimed at mind of customer Ex:-education, information, entertainment, consulting, psychotherapy.
Possession processing:- Service aimed at physical possession & tangible assets Ex:- repair & maintance, Laundry, repair Services, House cleaning services
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Contd….
Information processing:- service for tangible assets Ex:- banking legal consultation, brokerage , financial service.
Skill level of service provider:- Teacher Doctor Engineer Accountant
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Lobour Intensiveness
Mechanic Electrician Labour Plumber Artisan
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Degree of customer contact
High degree (every day)-TV channels, Mobile etc…..
Moderate Degree(regular)- teacher, barber, washer man etc…
Low degree(occasional)-priest, doctor etc…
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Characteristics of services
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Characteristics Intangibility: It cannot be taste, feel & smell before they are bought
unlike physical product. The intangibility creates a feeling of uncertainty about the outcome of service.
Inseparatebility: Services cannot be separated from the services provided
(we cannot separate the service from the product) in fact the product delivers consumption of a service.
Variability: Services of highly variable. It is almost impossible to have
the same service from the same seller the second time.
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Contd….Customer participation: Service product is not a one side activity customer
are core product of services. The product quality of services greatly depends upon the ability, skills and performance of the employees as well as the activity and performance of the customer.
No ownership here we cannot transfer ownership from one
person to other person that particular service belongs to particular person because its purely intangible
Pershability They cannot be stored
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Differences B/W Goods and Services
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Goods / Services
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Service encounter
A service encounter is a period of time during which customer interact directly with a service. It is also called as "Moment of Truth“
Service encounters are transactional interactions in which one person (e.g., a vendor, office clerk, travel agent) provides a service or good (e.g., a product, an appointment, airline tickets) to another person.
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Service blueprint
The blueprint is an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it.
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Steps in Building a Blueprint
1.Identify the service process to be blueprinted 2.Map the service process from the customers
point of view 3.Map Contact Employee Actions –Onstage -Line of External Interaction Backstage –Line of Visibility – what customers should see and which employees
are in contact with the customers.
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Steps in Building a Blueprint
Map Internal Support activities Line of Internal Interaction –clarify interfaces across departmental
lines, their interdependencies 3.Add Evidence of Service at each
Customer Action Step
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Benefits of Blue printing
Provides a customer direction summary – employees can communicate to–customer about his needs.
Identifies Fail points- weak links in the chain of service activities
Basis for identifying costs, revenues , capital investment required
Facilitates top-down, bottom-up approach to quality improvements
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GAP Model
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The GAP Model The Service Quality Model, also known as the
GAP Model, was developed in 1985. It highlights the main requirements for delivering a high level of service quality by identifying five ‘gaps’ that can lead to unsuccessful delivery of service.
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o GAP 1: Gap between consumer expectation and management perception: arises when the management or service provider does not correctly identify what the customers wants or needs.
o GAP 2 : Gap between management perception and service quality requirement: this is when the management or service provider might correctly perceive what the customer wants, but may not set a performance standard.
o GAP 3: Gap between service quality requirement and service delivery: may arise pertaining to the service personnel. This could arise due to there being poor training, incapability or unwillingness to meet the set service standard
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GAP 4 : Gap between service delivery and external communication: consumer expectations are highly influenced by statements made by company representatives and advertisements. The gap arises when these assumed expectations are not fulfilled at the time of service delivery.
GAP 5: Gap between expected service and experienced service: this gap arises when the consumer misinterprets the service quality.
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Product And Service Marketing Mix
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