Your SlideShare is downloading. ×
Designing and managing services
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Designing and managing services

241
views

Published on

Published in: Business

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
241
On Slideshare
0
From Embeds
0
Number of Embeds
6
Actions
Shares
0
Downloads
20
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. www.deborahtaggueg.blogspot.comDEBORAH L. TAGGUEGATENEO GRADUATE SCHOOL OF BUSINESSMay 10, 2013Ch 13 Designing and ManagingServicesMarketing Concepts
  • 2. Outline:Services…1. Are Everywhere (where?)2. Have Distinctive CharacteristicsWell Designed and Managed Services…3. Increase Quality Control (how?)4. Resolve to Customer failures5. Possess Service Quality Attributes6. Develop Brand StrategiesRemember this! Steps in cooking pancakeswww.deborahtaggueg.blogspot.com6 Essential Concepts
  • 3. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereGovernment
  • 4. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereGovernmentPrivate Non-profit
  • 5. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereGovernmentPrivate Non-profitRetail
  • 6. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereManufacturingPrivate Non-profitRetailGovernment
  • 7. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereManufacturingPrivate Non-profitRetailGovernmentBusiness
  • 8. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereManufacturingPrivate Non-profitRetailGovernmentBusiness
  • 9. Example of Concept 1:www.deborahtaggueg.blogspot.comAlabangTrinoma The FortGreenbeltRockwell EastwoodBranches:The SPA Wellness is a business entity thatservices to anyone who came from anywhere
  • 10. Concept 2:www.deborahtaggueg.blogspot.comServices have DistinctiveCharacteristicsIntangibilityVariabilityPerishabilityInseparability
  • 11. www.deborahtaggueg.blogspot.comIntangiblecustomer servicePrices VARY dependingon the service andaccommodationExample of Concept 2:has distinctive characteristics ofservicesPerishable servicesthat can’t be storedInseparableskills of therapists
  • 12. Concept 3:www.deborahtaggueg.blogspot.com3 Steps to Increase Quality Control2. STANDardize theService-Performance Process1. Invest in Good Hiring andTRAINing Procedures3. Monitor Customer Satisfaction
  • 13. www.deborahtaggueg.blogspot.comStandard ProcessHighly-trained peopleEncourage valuable feedbackExample of Concept 3:maintains Quality Control by having...
  • 14. Concept 4:www.deborahtaggueg.blogspot.comRedesign process and redefine customer rolesIncorporate the right technologyEncourage customer citizenshipSolutions to Customer FailuresCreate high-performance customers
  • 15. www.deborahtaggueg.blogspot.comRingCustomers help customersExample of Concept 4:No valuablesM.D.The rule of twelveWaiting gameQuietCancellationClock courtesyresolves to Customer Failures
  • 16. Concept 5:www.deborahtaggueg.blogspot.comService Quality AttributesReliability(real EYE ability)EmpPAThyAssuranceResponsivenessibles
  • 17. www.deborahtaggueg.blogspot.comNon invasiveExample of Concept 5:serves with QualityWorld-class facilitiesCertified Dermatologisthttp://www.thespa.com.ph/contact-us/
  • 18. Concept 6:www.deborahtaggueg.blogspot.comDevelop Brand Strategies forServicesEstablish Image DimensionsChoose Brand ElementsDevise Branding Strategies
  • 19. www.deborahtaggueg.blogspot.comPremium pampering3 brands under its beltExample of Concept 6:Brand StrategiesSuper brand status= Logo Image == Brand portfolio
  • 20. Concept 3:www.deborahtaggueg.blogspot.comREMEMBER THIS!3 Steps to Increase Quality Controlin Services1. Invest in Recruitment and Training2. Standardize Service-PerformanceProcess3. Monitor Customer Satisfaction
  • 21. Concept 3: Increase Quality ControlRemember This!www.deborahtaggueg.blogspot.comWhen you want to cook beautiful andyummy pancakes, you have to do 3 steps..
  • 22. Concept 3: Increase Quality ControlRemember This!www.deborahtaggueg.blogspot.com1. Take time to read and search for theright ingredients and procedures.Invest Time& money
  • 23. Concept 3: Increase Quality ControlRemember This!www.deborahtaggueg.blogspot.com2. Follow measurements accordinglyFollowstandardprocess
  • 24. Concept 3: Increase Quality ControlRemember This!www.deborahtaggueg.blogspot.com2. Taste! and check if your child likes it.Checksatisfaction
  • 25. Outline:Services…1. Are Everywhere (where?)2. Have Distinctive CharacteristicsWell Designed and Managed Services…3. Increase Quality Control (how?)4. Resolve to Customer failures5. Possess Service Quality Attributes6. Develop Brand StrategiesRemember this! Steps in cooking pancakeswww.deborahtaggueg.blogspot.com6 Essential Concepts
  • 26. www.deborahtaggueg.blogspot.comDEBORAH L. TAGGUEGATENEO GRADUATE SCHOOL OF BUSINESSMay 10, 2013Ch 13 Designing and ManagingServicesMarketing Concepts

×