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Role of technology in service operation


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Role of technology in service operation

  2. 2. Technology Trends in Services  Increase in Self-Service  Reduces labor costs  Speeds up service  Decrease in the Importance of Location  Lower costs for delivery of products and services increases remote points of access and reduces the need for specific service locations
  3. 3. Technology Trends in Services  Increase in Disintermediation  Technology brings buyers and sellers closer together, eliminating intermediate steps or organizations.  Integration Benefits  Efficiency in operations  Effectiveness in serving customers
  4. 4. Technology Trends in Services  Increased efficiency  Economies of scale in consolidating operations.  Reduced labor costs through replacement of manpower and increased labor productivity.
  5. 5. Categories of E-Services Category Function Internet World-wide web presence with open access to all. Intranet Internal network providing limited access by individuals within an organization. Extranet A resource-limited network open only to specified internal and external users Electronic Data Interchange (EDI) A network designed to support the exchange of data between the organization and its vendors and suppliers. Value-added network (VAN) A third party service that is used in conjunction with EDI to provide the link to customers and suppliers.
  6. 6. The Role of the Internet, Intranet, Extranet and EDI in an Organization
  7. 7. Automation in Services        Fixed sequence (F) Variable sequence (V) Playback (P) Numerical controlled (N) Intelligent (I) Expert system (E) Totally automated system (T)
  8. 8. Types of E-Services Broad Categories Specific Service Types Business-to-Consumer (B2C) E-tailers (Goods and Services) Consumer-to-Consumer (C2C) Customer Support Business-to-Business (B2B) Network Providers Government-to-Business (G2B) Information Providers Government-to-Consumer (G2C) Application Service Providers (ASPs)
  9. 9. Technology Issues  Overcoming Barriers to Entry (Customer)  “Fear of the unknown”  Lack of knowledge by the customer  Training and Support  Worker skill development through hands-on training in the new technology.  Customer familiarization with technology.
  10. 10. THANK YOU….!