Service process

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  • 1.
    • Service Process
    • Presented By:-
    • Prashant Kumar
    • Pankaj Kumar
  • 2. Process
    • Processes involve the procedures, tasks, schedules, mechanisms, activities and routines by which a service is delivered to the customer .
  • 3. FACTOR IMPORTANT IN SERVICE PROCESS DESIGNING AND INPLEMENTATION
    • SERVICE ITSELF
    • CUSTOMER PARTICIPATION
    • DEGREE OF CUSTOMER CONTAC
    • LOCATATION OF SERVICE DELIVERY
    • COMPLEXITY OF SERVICE
  • 4. New Service Development Cycle
    • Service design
    • and testing
    • Process and system
    • design and testing
    • Marketing program
    • design and testing
    • Personnel training
    • Service testing and
    • pilot run
    • Test marketing
    People Technology Systems Product Full Launch Development Design Analysis Organizational Context Teams Tools Enablers
    • Formulation
    • of new services
    • objective / strategy
    • Idea generation
    • and screening
    • Concept
    • development and
    • testing
    • Business analysis
    • Project authorization
    • Full-scale launch
    • Post-launch review
  • 5. SERVICE PROCESS PLANNING
    • BASIC TECHNOLOGICAL DECISION
    • MATERIALS DECISION
    • SPECIFIC EQUIMENT DECISION
    • PROCESS FLOW DECISOIN
    • BLUE PRINTS
    • FOW CHART FRONT OFFICE BACK OFFICE
    • LAYOUT
    • BENCH MARK
    • PEOPLE DECISION
  • 6. Service Mapping/Blueprinting
    • Service blueprint is basically a flowchart of the service process. It is a map in which all the element or activities, their sequencing and interaction can be visualize.
    Service Mapping Process Points of Contact Evidence
  • 7. Service Blueprint Components CUSTOMER ACTIONS line of interaction “ ONSTAGE” CONTACT EMPLOYEE ACTIONS line of visibility “ BACKSTAGE” CONTACT EMPLOYEE ACTIONS line of internal interaction SUPPORT PROCESSES
  • 8. Overnight Hotel Stay SUPPORT PROCESS CONTACT PERSON (Back Stage) (On Stage) CUSTOMER Hotel Exterior Parking Cart for Bags Desk Registration Papers Lobby Key Elevators Hallways Room Cart for Bags Room Amenities Bath Menu Delivery Tray Food Appearance Food Bill Desk Lobby Hotel Exterior Parking Arrive at Hotel Give Bags to Bellperson Check in Go to Room Receive Bags Sleep Shower Call Room Service Receive Food Eat Check out and Leave Greet and Take Bags Process Registration Deliver Bags Deliver Food Process Check Out Take Bags to Room Take Food Order Registration System Prepare Food Registration System PHYSICAL EVIDENCE
  • 9. Building a Service Blueprint Step 1 Identify the process to be blue-printed. Step 2 Identify the customer or customer segment. Step 3 Map the process from the customer’s point of view. Step 4 Map contact employee actions, onstage and back-stage. Step 5 Link customer and contact person activities to needed support functions. Step 6 Add evidence of service at each customer action step.
  • 10. Application of Service Blueprints
    • New Service Development
        • concept development
        • market testing
    • Supporting a “Zero Defects” Culture
        • managing reliability
        • identifying empowerment issues
    • Service Recovery Strategies
        • identifying service problems
        • conducting root cause analysis
        • modifying processes
  • 11. Flow Chart
    • The process flow chart is a primary tools for developing and describing the conversion
    • system.
  • 12. Front Office / Back Office
    • Front Office:- Hotel Dinning Room
    • Back Office:- Hotel Kitchen
  • 13. Process Layouts
    • The way the work is organized.
    • Eg.:- Process layout for air passenger
  • 14. Benchmarking
    • Benchmarking - a standard by which something can be measured or judged.
  • 15. Benchmarking Process
    • Determine Parameters to Measure
    Determine Data Collection Method 1. Identify Process to Benchmark Compare Competitor’s Performance with Org’s Performance. Identify Best Competition
  • 16. Continue
    • Identify The Factor Which contribute To The Performance Gap
    Establish Action Plan to Close Gap Set Target To Measure Process Implement Action Plan Repeat Monitor Action Against Target
  • 17.
    • Thank you