Designing and managing services

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Designing and managing services

  1. 1. www.deborahtaggueg.blogspot.comDEBORAH L. TAGGUEGATENEO GRADUATE SCHOOL OF BUSINESSMay 10, 2013Ch 13 Designing and ManagingServicesMarketing Concepts
  2. 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. 3. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereGovernment
  4. 4. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereGovernmentPrivate Non-profit
  5. 5. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereGovernmentPrivate Non-profitRetail
  6. 6. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereManufacturingPrivate Non-profitRetailGovernment
  7. 7. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereManufacturingPrivate Non-profitRetailGovernmentBusiness
  8. 8. Concept 1:www.deborahtaggueg.blogspot.comService Industries areEverywhereManufacturingPrivate Non-profitRetailGovernmentBusiness
  9. 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. 10. Concept 2:www.deborahtaggueg.blogspot.comServices have DistinctiveCharacteristicsIntangibilityVariabilityPerishabilityInseparability
  11. 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. 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. 13. www.deborahtaggueg.blogspot.comStandard ProcessHighly-trained peopleEncourage valuable feedbackExample of Concept 3:maintains Quality Control by having...
  14. 14. Concept 4:www.deborahtaggueg.blogspot.comRedesign process and redefine customer rolesIncorporate the right technologyEncourage customer citizenshipSolutions to Customer FailuresCreate high-performance customers
  15. 15. www.deborahtaggueg.blogspot.comRingCustomers help customersExample of Concept 4:No valuablesM.D.The rule of twelveWaiting gameQuietCancellationClock courtesyresolves to Customer Failures
  16. 16. Concept 5:www.deborahtaggueg.blogspot.comService Quality AttributesReliability(real EYE ability)EmpPAThyAssuranceResponsivenessibles
  17. 17. www.deborahtaggueg.blogspot.comNon invasiveExample of Concept 5:serves with QualityWorld-class facilitiesCertified Dermatologisthttp://www.thespa.com.ph/contact-us/
  18. 18. Concept 6:www.deborahtaggueg.blogspot.comDevelop Brand Strategies forServicesEstablish Image DimensionsChoose Brand ElementsDevise Branding Strategies
  19. 19. www.deborahtaggueg.blogspot.comPremium pampering3 brands under its beltExample of Concept 6:Brand StrategiesSuper brand status= Logo Image == Brand portfolio
  20. 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. 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. 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. 23. Concept 3: Increase Quality ControlRemember This!www.deborahtaggueg.blogspot.com2. Follow measurements accordinglyFollowstandardprocess
  24. 24. Concept 3: Increase Quality ControlRemember This!www.deborahtaggueg.blogspot.com2. Taste! and check if your child likes it.Checksatisfaction
  25. 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. 26. www.deborahtaggueg.blogspot.comDEBORAH L. TAGGUEGATENEO GRADUATE SCHOOL OF BUSINESSMay 10, 2013Ch 13 Designing and ManagingServicesMarketing Concepts

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