this is a presentation about management services

2. SERVICE MARKETING
TRIANGLE
It is a dynamic model where there are all three
interlinked groups that are that work together to
develop, promote and deliver services.
These key players are labelled on the points of
triangle – Company, Customer and Provider.

3. 3 TYPES OF MARKETING
• External Marketing : Company &
Employees
• Internal Marketing : Company &
Customers
• Interactive Marketing : Customer &
Employees

4. WHAT IS SERVICE MAPPING ?
Service Mapping discovers all
application services in your
organization and builds a
comprehensive map of all
devices, applications, and
configuration profiles used in
these application services.
Service Mapping enables IT
departments of companies,
organizations, and cloud
companies providing platform
as a service to create a service-
aware view of infrastructure

5. WHY A SERVICE MAP?
• If we want to control the quality of the experience to the user and
customer, we must understand and control all of the components that
make up the service.
• They present a service-centered view of the environment, organizing
technical capability in business-oriented terms.
• They more readily facilitate understanding of complex systems and
component dependencies than text-based documents for both
technical staff and customers.

6. BUILDING SERVICE MAPS STEPS
Identify the
team.
1
Define the
mapping
template.
2
Determine the
appropriate level
of resolution
3
Select services
for mapping
4
Gather data and
draw service
maps.
5
Establish service
relations
6
Maintain the
service maps.
7

7. SERVICE MAPPING A RESTAURANT’S SERVICES
How would you map out a restaurant’s services?
What “hardware” (host podium, tables)
What “applications” (seating charts, menus)
Customers (walk-in, VIP)
Settings (seating times, specials)
Supporting Services (seating, order taking)

8. • Service blueprint is a picture or map that accurately portrays
the service system so that different people involved in providing
it can understand and deal with it objectively regardless of their
individual point of view.
• Particularly useful at design and redesign stages of service
development.
• It provides a way to break the service into logical components
and to depict the steps or tasks in the processes, the means by
which they are executed and evidence of the service as consumer
experiences it.

10. •

11. • Customer actions: it includes steps, choices,
activities and interactions that customer performs in
in the process of purchasing, consuming and
evaluating the service
• Onstage employee actions: steps and activities
that the contact employees performs that are
visible to the customer.
• Backstage employee actions: steps and activities
that occur behind the scene to support on stage
activities.

12. Modes of Service Recovery
Importance of Service Recovery
• Plays a crucial role in achieving customer satisfaction
• Tests a firm's commitment to satisfaction and service quality
• Employee training and motivation is highly important
• Impacts customer loyalty and future profitability- Complaint
handling should be seen as a profit centre, not a cost centre

19. Service personnel must be reliable i.e. able to perform the
promised service dependably and accurately. They must
be responsive, i.e. be willing to anticipate customer needs,
help them and provide prompt service. They must assure
customers with their knowledge and courtesy and their
ability to inspire trust and confidence. They must be
emphatic towards customers, have their best interests at
heart and provide them caring, individual attention.

20. 1.
2.
3.
4.

21. SERVICE DELIVERY IS A COMPONENT OF BUSINESS THAT DEFINES THE
INTERACTION BETWEEN PROVIDERS AND CLIENTS WHERE THE PROVIDER OFFERS
A SERVICE, WHETHER THAT BE INFORMATION OR A TASK, AND THE CLIENT EITHER
FINDS VALUE OR LOSES VALUE AS A RESULT

22. One of the most common areas of service delivery is
through ITIL, also known as an information technology
infrastructure library. Throughout the service delivery
process of ITIL, service providers work to clearly define
the content of services, clearly define the roles and
responsibilities of the customers and users, clearly
define the roles and responsibilities of the service
providers and set service quality expectations as well
as availability and timeliness.

23. Service delivery can be found in many different professions and company
structures, such as medical hospitals and IT companies. IT has its own set
of standard service delivery practices that are followed by most
companies. In these practices, service level management is as important
as service level delivery. Service level management provides a framework
where services are defined and levels of service support are agreed upon.
There are service level agreements and operational level agreements that
are created. Additionally, the costs for services are developed. Service
level management defines the IT and business roles and establishes clear
goals for both roles.

24. 1. CREATE AWARENESS
SERVICE MARKETING DEALS WITH MARKETING OF INTANGIBLE PRODUCTS. IT CREATES AWARENESS ABOUT
ECONOMIC SERVICES OFFERED BY THE BUSINESS. CUSTOMERS GET FULL INFORMATION ABOUT SERVICES
THROUGH MARKETING ACTIVITIES OF THE BUSINESS. IT PROVIDES FULL DETAILS TO CUSTOMERS AND
MOTIVATES THEM TO AVAIL DIFFERENT SERVICES OFFERED BY A BUSINESS.
2. BOOSTS SALE AND INCREASE REVENUE
MARKETING OF SERVICES HELPS BUSINESSES IN ATTRACTING MORE AND MORE CUSTOMERS. MARKETING
STRATEGIES ARE DESIGNED ACCORDING TO THE NEEDS OF PEOPLE AND THESE STRATEGIES DIRECTLY AFFECT
THE MINDSET OF PEOPLE. CUSTOMERS ARE INDUCED TO AVAIL THE SERVICES OFFERED BY THE BUSINESS.
ONCE THESE CUSTOMERS ARE SATISFIED AND HAPPY WITH THESE SERVICES, THEY WILL PROMOTE THESE
SERVICES BY WORD OF MOUTH PUBLICITY. THIS WILL EVENTUALLY INCREASE THE SALE OF THESE SERVICES
THEREBY RAISING THE REVENUE FOR THE BUSINESS.

25. 3. Raises Standard Of Living
Through the marketing of services, people become aware of different
economic services available in the market. These services are availed by
different people when they came in contact with these promotional activities.
People are able to use continuously this better service available thereby
providing them more satisfaction. By availing these services standard of living
of people is raised.
4. Provide Employment
Marketing activities provide employment to a large number of people.
Implementation of marketing strategies designed by business requires large
no. of people. There are different peoples that act an intermediary in providing
full information regarding services offered by the business to its different
customers. Customers clear all their doubts and acquire full detail through the
people engaged in marketing activities of a business. This way a large portion
of the population gets employment through marketing programs.

26. 5. Source Of New Ideas
Business acquires information about new ideas and concepts through their
marketing programs. They got to know about market trends and technological
changes in the market. The information acquired through these marketing
programs is implemented in their production processes to deliver the services as
per market trends.
6. Basis For Decision Making
Decision regarding what to produce and what to deliver to its customers is
always a tough decision before every business. Through marketing strategies
business interacts with its customers and understands their need and demand.
Once their requirements are known it can be used in decision making regarding
production processes. This will help in serving the customer in a better way.

27. 7. Helps In Economic Development
Marketing helps in developing the economy of the country. Businesses are able
to raise their revenue by increasing their sales through their marketing
strategies. This increased revenue helps in removing the poverty from the
country and helps in infrastructural development. This overall development
helps in improving and strengthening the economy of the country.