Chapter 5 Flashcards
How is service process design important to improved service delivery?
take ideas of product process selection and extend them to services. we expand the discussion into the domains of service product offerings, service system design, globalization of services , serviceguarantess etc
How are services different from manufacturing processes?
Manufacturing has a tangible product that can be resold. Services are intangible and not able to resale. Manufacturing can be inventoried, unlike Services. Also Manufacturing has low customer interaction. Services are produced and consumed at the same time are unique and have high customer interaction.
What similarities do delivered services and manufactured products share?
both have unique aspects to them, services can be specific to customers liking as well as products that can be made specialized to the customer. both can be perishable (even though services really shouldn’t be). customers can cause uncertainty in product/ service depending on if very involved/participating in production/service being done.
What elements make up the service-product bundle? Provide examples.
1) The Tangible Service(explicit service) - What the service does for you. I.E. Transportation from MSP to LAX
2) The Intangible or psychological benefits of the service (implicit service)- The feelings the customer has of the service.
3) The physical goods (facilitating goods) - The physical item associated with the service such as a burger or the stove which made it. Also, taxi car, heart monitory at a doctors office.
Why is service recovery an important OM concern?
actions that compensate for the failure and restore the service requested by the customer. Example is during a power outage a service recovery is the time that is takes to get power back on.
What does a service guarantee do, not do?
DO- Promise of defined promised service. Actions taken if promise is not fulfilled.
Don’ts- Not advertising gimmick or way for customers to get money back if not satisfied.
Describe the components of the service matrix and provide examples
Three parts:
Customer-Routed- Highly customized with unique process sequence. Customer has great decision making power. Many process pathways, jumbled flows, complex with many exceptions(i.e. Estate Planning)
Co-Routed- Standard options, using moderately repeatable sequence. Customer has some decision-making power. Moderate number of process paths. Flexible flows with some dominate paths, moderate work complexity.(i.e. Stock Brokerage)
Provider Routed- Standardized with highly repeatable process sequence. Customer has low decision-making power. Limited number of process pathways. Line flows, low work complexity. (i.e. ATM)
What are the characteristics of the employees for each service type?
Customer-routed- Highly trained, High interactions with customers.
Co-routed- hybrid of the two
Provider Routed- low work complex, little interaction with customers
