Service Management: Utility and Warranty

Question 1

Utility

Answer 1

Functionality offered by a product or service to meet a particular need

What a service does. Fit for purpose

Extra: Utility requires that a service support the performance or remove constraints from the consumer

TEST Key Words: Dead give away for Utility - is concerned way it performs, accomplish some outcome with fit for purpose (get from point a to b and fit for family of 4)

Question 2

Warranty

Answer 2

Assurance that a product or service will meet agreed requirement

How the service performs. Fit for use

Extra: Warranty requires that a service has defined and agreed-upon conditions that are met

TEST Key Words: Dead give away for WARRANTY address areas such as availability, capacity, security levels and continuity (mpg, heater, air conditioner)

Question 3

Compare and contrast Utility and Warranty

Answer 3

example carry fam from point A to Point B, go 35 mpg, air conditioning and heat
Prias - fit for purpose and utility and because it has air conditioning and 35 it is fit for use and performs the service
Now new baby comes in and prias utilitiy is concerned with fit for purpose, not enough seats and purpose to move fam from point a to b

A service should have BOTH utility and warranty