Waste Management & Recycling Services Report on Service Marketing [Elegant (II)]


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Report On Waste Management & Recycling Solution Services
(Based on the Study of Service Marketing)
It includes Waste Hauling & Management of Logistics,Recycling, reuse,Recover Energy-From-Waste,Renewable Energy Products,The Gap Model,Consumer Behavior in Waste Management & Recycling Solution Services,Customer Expectation of Services,Customer Perception of Services,Building Customer Relationship with the Company,Service Development and Design...

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Waste Management & Recycling Services Report on Service Marketing [Elegant (II)]

  1. 1. Term PaperOnWaste Management & Recycling Solution Services(Based on the Study of Service Marketing) “Elegant (II)”
  2. 2. Term Paper On Service Marketing (Course: 513) Topic: Waste Management & Recycling Solution ServicesPrepared for:Dr. Serajul HoqueProfessorDepartment of MarketingFaculty of Business of StudiesUniversity of Dhaka Prepared by: “Elegant (II)” Section: A Department of Marketing (14th) Faculty of Business Studies University of Dhaka Date of Submission: 07th October, 2012 eng. 1
  3. 3. Group Profile: “Elegant (II)”We are...No. Name Roll Designation E-mail Address 1 Md. Abdur Rakib 041 Member rakibrashed@gmail.com 2 Md. Al Amin 089 Member amindu_mkt@gmail.com 3 Chowdhury Omor Faruque 173 Leader omor173@yahoo.com 2
  4. 4. Waste Management &Recycling Solution ServicesServices are deeds, processes, and performances provided or coproduced by one entity or personfor another entity or person. Nationwide, many landfills are closing or exhausting theirremaining capacity, yet due to environmental restrictions, zoning laws, and other regulatory andbureaucratic delays, pitifully few new landfills are opening to offset the looming space crisis.Meanwhile municipal waste continues to flow in greater volume. Handling the nations wastestream has become a major problem for most municipalities. With more waste created daily,landfills nationwide are rapidly facing a capacity crisis. Landfills are akin to owning a reversegold mine.Our Services: Energy from waste disposal Other Waste hauling renewable & management energy of logistics projects Our Services Reference information Recycling & solutions support 3
  5. 5. Energy from Waste Disposal:Waste disposal via our state-of-the-art EFW process to meet our zero landfill goals. Energy-from-Waste (EFW or waste-to-energy) facilities offer a safe, technologically advanced means ofwaste disposal while also generating clean, renewable energy, reducing greenhouse gasemissions and supporting recycling through the recovery of metals. It is a process that takesmunicipal solid waste (MSW) –a.k.a. household trash -- and transfers it into combustionchambers where the waste is combusted and reduced to an ash that amounts to 10 percent of itsoriginal volume. The heat generated from the combustion process heats up water in steel tubesthat form the walls of the chambers. The water is turned to steam and sent through a turbinegenerator that continuously generates electricity that is sent to the power grid. According toa 2012 whitepaper released by Solid Waste Association of North America (SWANA), energy-from-waste facilities "are economically sound investments that provide multiple financial andenvironmental benefits to the communities that utilize them. 4
  6. 6. How EFW Works: 1. Municipal waste is delivered to our facilities and stored in a bunker. 2. The waste is transferred to a combustion chamber where self-sustaining combustion is maintained at extremely high temperatures. We maintain the building around the tipping and bunker area under negative pressure and use this air in the combustion process to control odor. 3. The heat from the combustion process boils water. 4. The steam from the boiling water is used directly, or more frequently, the steam drives a turbine that generates electricity. 5. Electricity is distributed to the local grid. 6. Ash from combustion is processed to extract metal for recycling. It is then combined with residue from the air pollution control process (see items 9 and 10). 7. The combined ash is either disposed of in a monofill (where only ash is stored) that receives only that waste, used as cover material at a conventional landfill, or land filled with other waste. 8. All gases are collected, filtered and cleaned before being emitted into the atmosphere. We manage gas from the combustion process with state-of-the-art air pollution control technology that operates to state and federal standards. 9. We control emissions of particulate matter primarily through a bag house (fabric filter). 10. We monitor criteria and other pollutants and operating parameters to ensure compliance with permit conditions.Waste Hauling & Management of Logistics:When flushed down the drain or disposed of in landfills, medications enter waterways and contaminatesurface waters, having an adverse effect on our drinking water and the environment. Typical waste watertreatment plants are not designed to remove drugs from drinking water, resulting in a negative impactupon aquatic organisms, fish and other wildlife when these pharmaceuticals are disposed of improperly.In addition, unused medication in the household may contribute to growing rates of prescription drugabuse among Americans, particularly teenagers. Municipalities interested in participating in this programmust obtain appropriate regulatory approvals in order to ensure that such wastes are not classified as 5
  7. 7. hazardous waste from a federal, state, or local perspective. Each program would be subject to a duediligence review.So, proper hauling system as well as logistics management is the initial procedure to accomplish ourgoals.Recycling:Reduce,Reuse, Recycle, and Recover Energy-From-Waste:In an examination of recycling rates of more than 500 communities in twenty-two states whichrely on waste-to-energy for their waste disposal, it is demonstrated that these communitiesrecycle at a rate higher than the national average. 1”We are going even further to promote recycling. We are taking a proactive role in working toreduce recyclables from the waste stream. We have joined the call for a national bottle bill in theU.S. to increase bottle recycling and are working with local municipalities to reduce toxins in thewaste stream such as mercury, pharmaceuticals and electronics. These steps are part of ourcommitment to generate clean, renewable energy with the least environmental impact possible.Energy-from-Waste Facilities Support Community Recycling Efforts:Recycling efforts and Energy-from-Waste (EFW) facilities do not compete with each other. Onthe contrary, recycling efforts typically benefit from having an EfW facility in the community.Most U.S. communities with EfW (also known as waste-to-energy or WTE) facilities have ahigher recycling rate than the national average1. In most instances, communities that have aCovanta Energy owned and/or operated EfW facility have taken the time to focus on developingan integrated waste management program that includes reducing, reusing, recycling followed byCovanta recovering energy from the waste leftover. Furthermore, our Energy-from-Wastefacilities recycle 400,000 tons of metal a year that are typically left in the waste stream afternormal curbside recycling efforts. 6
  8. 8. Many countries have chosen to create energy from the residual waste that remains afterrecycling. We believe that is the best choice. Burying waste that can be used as a resourcedoesn’t make sense from energy, environmental and economic standpoints.Reference Information & Solutions Support:Smarter Waste Solutions:You need new solutions now. You need better, smarter ways to manage your non-hazardouswaste more sustainably, securely and cost-effectively. This takes a partner that understands yourchallenges, with the resources and ability to handle complex issues and unique situations.Ours is a consultative energy recovery and materials management partner that represents thevalue that we bring to the holistic reduce, reuse, recycle, recover waste management philosophy.We offer tailored recycling and recovery solutions, providing businesses and institutions with amore sustainable alternative to landfills while minimizing business risk. We also offer completedestruction of sensitive or unwanted materials, protecting brand equity and delivering peace ofmind.Other Renewable Energy Products:Wood Biomass Facilities:Covanta’s eight wood waste electrical generating biomass plants can produce over 191megawatts (MW) of renewable electricity. These facilities are equipped with modern airpollution control equipment and are monitored continuously to ensure that they meet stringentFederal and State air emissions permit limits. 7
  9. 9. Renewable power is generated by utilizing wood fuel from a variety of sources including loggingdebris, logs from forest thinning, wood waste from lumber mills, municipal landscaping,agricultural waste such as nut shells and fruit pits, and green waste (grass clippings, hedgetrimmings etc.) collected from the communities we operate in. Fuel gathered in this way alsocontributes to a removal of accumulated fuel available on the forest floor and a reduction inwildfire potential. The use of this fuel and the green waste fuel also reduces the amount of openburning conducted in our communities, significantly reducing carbon monoxide smoke and otherair pollutants released by open burning.Biomass facilities and other energy-from-waste projects offer numerous community benefitssuch as:  Energy generation diversification  Significant reductions in greenhouse gases emissions  Diversion of wood waste materials from landfills  Reducing our dependence on fossil fuel for electricity generation  Utilizing wood waste from the forest floor as fuel, biomass facilities make a significant contribution in reducing the potential for forest fires.Hydroelectric Projects:Run-of-river hydroelectric facilities will have a combined gross generating capacity of 17 MW.These facilities sell energy and capacity to a local utility under long-term energy contracts.Biogas Project:Biogas project will be located on a landfill owned by a third party. It will generate electric powerusing methane gas recovered from the landfill. The project will be comprised of a “collection 8
  10. 10. system” (a series of gas wells interconnected by a pipeline system) that is connected to a“conversion system” consisting of compressors and internal combustion engines that driveelectric generators. The electricity generated by the project will be sold to a utility.Objective:Nationwide, many landfills are closing or exhausting their remaining capacity, yet due toenvironmental restrictions, zoning laws, and other regulatory and bureaucratic delays, pitifullyfew new landfills are opening to offset the looming space crisis. Meanwhile municipal wastecontinues to flow in greater volume. Handling the nations waste stream has become a majorproblem for most municipalities. With more waste created daily, landfills nationwide are rapidlyfacing a capacity crisis. Landfills are akin to owning a reverse gold mine.General Plan of Action:At this time, the principals of our company is to: 1. Purchase the landfills. 2. Meeting zero-landfill and greenhouse gas emissions reduction goals 3. Efficiently managing hauling and transfer 4. Creating single-stream and segregated recycling programs 5. Containing cost and minimizing vehicle emissions by reducing long-haul transport through access to largest network of Energy-from-Waste facilities 6. Augment the daily waste stream to landfill by hauling waste. 7. Install sorting and compacting machinery at different places to maximize landfill life. 8. Complete the construction of landfills. 9. Lease or purchase machinery and vehicles needed for operations. 10. Build transfer stations to collect waste in cities. 11. Utilize methane generated to augment revenues. 9
  11. 11. Chart Title 40000000 35000000 30000000 25000000 Axis Title 20000000 15000000 10000000 5000000 0 Time Category 1 Category 2 Category 3 Category 4 2012 2013 2014 2015 Taka 15000000 20000000 30000000 35000000Target Market of Our Services:We provide our service offerings for a few targeted markets as the followings: Various private Conference & public centers/stadiu companies ms Retailers Recyclers Pharmaceutica ls & Chemical Reusers Companies Manufacturers Target Utilities Markets 10
  12. 12.  Manufacturers  Pharmaceutical and chemical companies  Retailers  Various private &public companies  Building owners/property managers  Conference centers/stadiums  Recyclers  Reusers  UtilitiesChallenges for Services:  Defining and improving quality  Communicating and testing new services  Communicating and maintaining a consistent image  Motivating and sustaining employee commitment  Coordinating marketing, operations and human resource efforts  Setting costs  Standardization versus personalization 11
  13. 13. Services Marketing Triangle:Traditional Marketing Mix:All elements within the control of the firm that communicate the firm’s capabilities and image tocustomers or that influence customer satisfaction with the firm’s product and services: 1. Product 2. Price 3. Place 4. Promotion 12
  14. 14. Product:The product of our service includes various objects and features that include;  EFW  Biomass facility  Hydroelectric facility  Transfer station  Hauling servicesPlace:In case of Eco service design, place is also important consideration. It includes various things;  Channel type  Exposure  Outlet location  Transportation  Storage  Managing channelPromotion:Promotion is very important for our service, because people are not much aware of our service.So a lot of think should be considered; such as  Advertising  Publicity  Internet/web strategy 13
  15. 15. Price:Price another key factor to get success in our service industry, because the probability of ourprofit depends much on it. It includes,  Charging reasonable price  Allowing flexibility of price  Competitive pricing  DifferentiationExpanded Mix for Sustainable Eco Ideas, Designs, Architectures & Installations Services --the 7 P’s:  Product  Price  Place  Promotion  People  Process  Physical Evidence 14
  16. 16. People:All human actors who play a part in service delivery and thus influence the buyers’ perceptions:namely the firm’s personnel, the customer, and other customers in the service environment.Factors to Consider Regarding People:Employees Recruiting Training Motivation Rewards TeamworkCustomers Education Training Exceptional customer servicePhysical Evidence:The environment in which our service is delivered and where the firm and customer interact, andany tangible components that facilitate performance or communication of the service.Factors to Consider Regarding Physical Evidence:  Facility Design.  Plants  Powerhouse 15
  17. 17.  Signage  Architectures  Machineries  Other tangibles:  Reports.  Business cards.  Statements.  Guarantees.Process:The actual procedures, mechanisms and flow of activities by which our service is delivered- theservice delivery and operating systems.Factors to Consider Regarding Process: Flow of activities:  Standardized.  Customized 16
  18. 18. The Gap ModelGap 1: The gap between customer expectation and management perception:Customer expectations are standards references points that customers bring into the serviceexperiences. Customer experiences often consist of what a customer believes should or willhappen.Key factors leading to provider gap:  Inadequate marketing research orientation  Lack of upward communication  Insufficient relationship focus 17
  19. 19. Gap 2–– the gap between management perception and service quality specification:Accurate perceptions of customer’s expectations are necessary, but not sufficient for deliveringsuperior quality service. Another prerequisite is the presence of service designs and performancestandards that reflect those accurate perceptions.Key factors leading to provider gap:  Poor service design  Absence of customer-driven standards  Technological barriers  Inappropriate physical evidence and servicescapeGap3-the gap between service quality specification and service delivery:It is the discrepancy between development of customer driven service standards and actualservice performance by company employees. Standards must be backed by appropriate resources(people, system, and technology) and also must be enforced to be effective that is employeesmust be measured and compensated on the basis of performance along those standards.Key factors leading to provider gap:  Deficiencies in human resource policies  Failure to match supply and demand  Customers not fulfilling roles  Problems with service intermediaries 18
  20. 20. Gap 4-the gap between service delivery and external communication:Promises made by a service company through its media advertising, sales force and othercommunication may potentially raise customer expectation, the standards against whichcustomers assess service quality.Key factors leading to provider gap:  Lack of integrated services marketing  Ineffective management of customer expectations  Inadequate horizontal communication 19
  21. 21. Consumer Behavior in Waste Management & Recycling Solution ServicesNeed Recognition Process:Consumer decision making process and evaluation of services Post Purchase Evaluation Evaluation of •Attribution of Alternatives dissatisfaction •Evoked set •Innovation Need •Emotion & diffusion Recognition mood •Brand loyalty Information Purchase & Search Consumption •Use of •Service personal provision as sources drama •Perceived •Service roles risks & scripts •Compatibility of customersSafe, Reliable Renewable Energy for Communities:Covanta Energy currently operates over 40 modern Energy-from-Waste (EfW – also known aswaste-to-energy) facilities around the world. These facilities safely and securely convertapproximately 20 million tons of solid waste into more than 9 million megawatt-hours of cleanenergy each year. Processing more than 5 percent of the waste in the United States, our facilitiesprovide a sustainable solution to the solid waste disposal needs of more than 20 million people incommunities. 20
  22. 22. Energy-from-Waste Offsets Greenhouse Gases to Combat Climate Change:According to the U.S. Environmental Protection Agency (EPA), for every ton of municipal solidwaste processed at an EFW facility, the release of approximately one ton of carbon dioxideequivalent emissions into the atmosphere is prevented due to the avoidance of methanegeneration at landfills, the offset of greenhouse gases from fossil fuel electrical production, andthe recovery of metals for recycling.We promise that we stake our claim on providing:  We provide sound and proven solutions and alternatives to landfill disposal. Our services offer a positive, safe and secure way to meet your waste management mandates while promoting a renewable future.  We also offer tailored recycling and recovery solutions, providing organizations with a more sustainable alternative to landfills while minimizing business risk.Reduce, Reuse, Recycle, and Recover Energy-From-Waste:In an examination of recycling rates of more than 500 communities in twenty-two states whichrely on waste-to-energy for their waste disposal, it is demonstrated that these communitiesrecycle at a rate higher than the national average. 1”We are going even further to promote recycling. We are taking a proactive role in working toreduce recyclables from the waste stream. We have joined the call for a national bottle bill in theU.S. to increase bottle recycling and are working with local municipalities to reduce toxins in thewaste stream such as mercury, pharmaceuticals and electronics. These steps are part of ourcommitment to generate clean, renewable energy with the least environmental impact possible. 21
  23. 23. Difference between an incinerator & an Energy-from-Waste (EFW) facility: The term “incineration,” which is often erroneously applied to EFW, is anuncontrolled combustion process without energy recovery. Today’s modern EFW facilities are inno way similar to incinerators of the past. Using municipal solid waste (MSW) as the primaryfuel source, EFW facilities recover electricity and steam for the communities in which theyoperate. EFW facilities burn waste in specially designed boilers to ensure complete combustion.The facilities use state-of-the-art pollution control equipment to scrub emissions, preventingthem from releasing into our environment. The result is clean, renewable energy. Nationwide, 86waste-to-energy plants supply approximately 2,572 megawatts of generating capacity to thepower grid. EFW (also known as waste-to-energy) facilities divert approximately 97,000 tons ofwaste from landfills each day, preventing further methane emissions (a greenhouse gas 25 timesmore potent than carbon dioxide) from decomposing garbage.Effects of EFW facilities on our environment:According to the Environmental Protection Agency (EPA), nearly one ton of greenhouse gasemissions are avoided for every ton of municipal solid waste processed at an EFW facility due tothe following:Avoided methane emissions from landfills: When a ton of solid waste is delivered to a waste-to-energy facility, the methane that would have been generated if it were sent to a landfill isavoided. While some of this methane could be collected and used to generate electricity, a largeportion of methane and other harmful pollutants cannot be captured.Avoided carbon dioxide (CO2) emissions from fossil fuel combustion: When a megawatt ofelectricity is generated by an Energy-from-Waste facility, an increase in carbon dioxideemissions that would have been generated by a fossil-fuel fired power plant is avoided. 22
  24. 24. Avoided CO2 emissions from metals production: EFW facilities will recover more than 700,000tons of metals for recycling annually. Recycling metals will save energy and avoids CO2emissions that would have been emitted if virgin materials were mined and new metals weremanufactured, such as steel.Our current focus is on improving the efficiency and performance of our existing operationswhile pursuing growth opportunities in EFW through expansions and new development. thegovt. currently lack the policy and regulatory framework necessary to encourage investment inEfW and other alternatives to landfills. However, we’re encouraged by the worldwide attentionto energy and climate change which is forcing the govt. and private organizations to rethink howto manage its resources in a sustainable manner.Understanding the Waste Hierarchy:The waste hierarchy identifies five waste management activities in descending order ofpreference. The preferred activity is waste reduction; the least desirable is landfill disposal. TheEuropean Union and the United States Environmental Protection Agency have each concludedthat municipal solid waste, if managed according to the waste hierarchy, can help to maximizeenergy savings and minimize greenhouse gas emissions.After “Reduce, Reuse, Recycle” we add the fourth "R" to represent the RECOVERY of energyfrom residual waste, which is preferred over landfill disposal. Using waste as a fuel, Energy-from-Waste (EFW) or Waste-to-Energy (WTE) technology recovers energy from residual wasteto generate renewable energy. 23
  25. 25. Energy-from-Waste is a Net Greenhouse Gas Reducer:Methane is a greenhouse gas (GHG), which is mostly emitted from decomposing waste inlandfills. It has more than 20 times the potency of carbon dioxide and is ranked as a dangerouscontributor to climate change. Energy-from-Waste facilities avoid the production of methanewhile producing almost ten times more electricity from each ton of waste compared to landfills.Each year, Covanta’s EfW facilities reduce GHG emissions by 20 million tons by avoidingmethane from landfills, offsetting greenhouse gases from fossil fuel electrical production, andrecovering metals for recycling. Further GHG reductions are realized by the avoidance of carbonemissions from long-haul transportation methods used to ship trash to distant landfills. Wasteused as fuel in EfW facilities is typically generated in the surrounding area.Notably, Energy-from-Waste facilities are the only solid waste disposal option with state-of-the-art air pollution control technology, unlike landfills and incinerators which have uncontrolled airpollution. Covanta’s facilities use advanced air pollution control equipment and emissionsmonitoring systems that operate to comply with strict state and federal emission standards. OurEfW facilities operate 24/7 and on average are in compliance 99.9 percent of the time. Covantastrives for 100 percent. 24
  26. 26. Customer Expectation of ServicesCustomer Expectation of Services: Customer Expectations are beliefs about service deliverythat function as standards or reference points against which performance is judged. Customerscompare their perceptions of performances with reference point to evaluate service quality. Whatthe customer expects is the first and possibly most critical step in delivering quality service forthe service marketer. Knowing customer expectation is difficult. Considerable matters:  Type of expectation standards  Function influence expectation  Role Play  Meet or exceedIn case of our services there is several expectation of customer which can be described in brief inthe following description:Energy-from-waste is a sustainable waste disposal solution that is environmentally superior tolandfills. It is a source of clean energy that reduces overall greenhouse gas emissions and isconsidered renewable under many state and federal laws. EFW projects also lower the risk ofgroundwater contamination and conserve land. Our Energy-from-Waste facilities are animportant element of an integrated municipal solid system that maximizes the recovery of energyand recycles metals while also minimizing the environmental impacts of materials remainingafter recycling. In addition, communities that have an EFW facility enjoy higher recycling ratesthan the national average.Our facilities will convert million tons of trash annually into thousands megawatt-hours of clean,renewable energy and more than million pounds of steam sold to a variety of industries. We alsooperate Energy-from-Waste facilities in China and Italy. We are pursuing additional growthopportunities, where the market demand, regulatory environment or other factors encourage 25
  27. 27. technologies such as energy-from-waste to reduce dependence on landfill waste disposal andfossil fuel energy production in order to reduce greenhouse gas emissions.Municipal Solid Waste:Most of what goes in landfills is ordinary garbage. Transferring, transporting and disposing ofthis waste both sustainably and cost effectively can be a challenge. Whether it’s making disposalfit within diminishing budgets or improving the quality of life of citizens by reducing reliance onlandfills, communities are seeking new waste management options.When you look at the big picture–tip fees, transport costs and end results–you’ll see a clearadvantage. Our Recovery offers waste disposal services that are cost competitive, whileproviding immediate environmental benefits for your citizens.Our Recovery can help you in:  Meeting zero-landfill and greenhouse gas emissions reduction goals  Efficiently managing hauling and transfer  Creating single-stream and segregated recycling programs  Containing cost and minimizing vehicle emissions by reducing long-haul transport through access to North America’s largest network of Energy-from-Waste facilitiesCommercial Waste Management:More and more companies are adopting a zero-landfill strategy. Living up to that commitmentcan be a challenge, one that we can help to overcome. Covanta 4Recovery is your strategicconsultative partner, working with you to manage your waste from its source to final disposal.We offer diverse waste management services to institutions and companies, from universities tofactories, shopping malls and property management companies. With deep industry knowledge,our team of professionals will consult with you to find the best solution to help you achieve yourgoals--from cost containment to sustainability and recycling targets and more. 26
  28. 28. Electronic Waste Recycling:According to the EPA, electronic waste is the source of up to 70 percent of the heavy metal inAmerica’s landfills. The environmental issue is only part of the problem. Electronic media posesa real security risk due to the presence of important proprietary data.In response to a growing need for sustainable solutions, we will establish a team of specialistsdedicated to the safe, secure recycling of e-waste and responsible and sustainable e-waste reuseand recycling.Our services keep pollutants out of landfills and data out of the hands of those who might exploitit. We recycle more than 99 percent of the e-waste we receive and we audit all of ourdownstream recycling partners to make sure they follow the same standards we do. Our expertisein matters related to security and risk management has been demonstrated time and again.They can eliminate the risk of exposing confidential data by:  Erasing information from hard drives to defense standards  Physically shredding hard drives and other electronic media  Providing special security and video surveillance for the destruction of highly sensitive information  Offering certificated proof of destructionSpecial Waste Disposal:Not all waste can be managed as municipal solid waste. Some non-hazardous materials requirespecial handling, including:  Solid material such as industrial or manufacturing waste that must be segregated from the general waste stream  Liquid and semi-liquid waste, including biosolids, oil impacted water, and contaminated rinse water  Drummed waste 27
  29. 29.  International waste (APHIS)  Materials that you want destroyed instead of being sent to the landfillThere is no “one-size-fits-all” way to deal with all of these special waste materials. We workwith you to find the right solution and identify the most cost-effective and environmentallyfriendly means to handle your special needs.We offer enhanced security in the disposal process, destroying materials at temperaturesapproaching 2,000 degrees Fahrenheit. Special technologies are used to manage liquid waste,injecting it directly into the combustion chamber for destruction.Assured Destruction:We are ready to step in and manage materials that could pose risks to public health and safety ora company’s reputation. By exposing all material to temperatures approaching 2,000 degreesFahrenheit, we guarantee the assured and certain destruction of materials such as:  Confidential documents and electronic media  Pharmaceuticals  Controlled substances  Non-hazardous bulk liquid waste  Recalled, counterfeit, or off-spec materials  Consumer productsOur facilities follow rigorous security protocols to help ensure thorough control of materials weprocess. All risk positive materials are carefully monitored and controlled as they move throughour facilities, from the gate to when the material is destroyed.For your peace of mind, you can witness the process. Should you require verification for riskmanagement or compliance purposes, we provide full documentation and proof of complete andproper disposal. 28
  30. 30. Customer Perception of ServicesCustomer Perception towards Services:Our clients are corporate groups. They want environment friendly working environment for theiremployees as the significance concern raise by the change of the environment now-a-days. Theclients want the significance change in their office structure. This could be done by the superiortechnological plan and well established model by our technology experts.Model of Customer Perception of Quality and Customer Satisfaction:We establish a model that helps us to plan how to satisfy our customer. The plan is to design byour technology experts. This plan results the loyal clients of our service. The plan is describedbelow: Expert in this field -New ideas Expert and young technician talent are -Whether it working is Service together to necessary? recovery pan provide quality service Helpful employee The Loyal Yes, they furniture is customer of Customized made huge provided sustainable service change in to clients eco ideas our working are not service Well place. harmful for established, humans export quality Skimming equipment service -economical buildin charge; issue idea is new in BD. -concern issue 29
  31. 31. Service Encounter for Sustainable Eco Ideas Service:Service encounter means the procedure to provide the service to the ultimate clients. Thisprocess ends with happy customer feelings. The encounter process for our service is: Target market wants service from us A meeting is take place to know the customer views about service The organizational personnel meeting Service process Clients performing the service Recovery process if needs Loyal customer 30
  32. 32. Building Customer Relationship with the Company1. Customer as Strangers:Services those are provided by our service company are not so familiar in our country socustomers are not aware of our service. We have no relationship with the customers but our goalis to attract and acquire customers. Our company should try to make relationship with our targetcustomers.2. Customer as Acquaintances:When we observed that customer awareness and trial are achieved, our service familiarity isestablished and the customer become acquaintances but our primary goal is to satisfy ourcustomer.EFW services are not so familiar in our country if we create some awareness of it therepetitive interaction will be occurred. Our customer becomes more familiar with our serviceofferings.3. Customers as Friends:As a new service provider at first we should begin to acquire specific knowledge of thecustomers need. We set some plan:  A unique offering.  Differential value.  Transform the exchange relationship.  Develop Trust.EFW service is new in our country so we have no major competitor here so we get sustainablecompetitive advantage. 31
  33. 33. 4. Customers as Partners:As a customer continuous to interact with a firm the level of trust often deepens and the customermay receive more customized product offering.As a new service provider we are concerned with enhancing the relationship.Our main motto is to provide environment friendly service offerings that are why customers’needs changing day by day if we understand their changing need and is willing to invest in therelationship by constantly improving and evolving its product and service mix.As a new service provider, we mainly focus on: Enhancing Retaining customers Relationship Acquiring Customer Satisfying customerBenefits of Customers:Customers always want best product if we provide them environment friendly product suppose ifwe design an small apartment which looking so simple and cost will not be so high thencustomers will be benefited and highly delighted. 32
  34. 34. Customer will loyal to our firm when they receive more greater value relative to what theyexpect from competing firms. Sometimes, we provide new technological services withenvironment friendly equipments. Customers are more likely to stay in a relationship when theget exceed the gives.Confidence Benefit:Confidence benefit mainly built on feelings of trust and confidence in the provider along with asense of reduced anxiety and comfort in knowing what to expect. Some of our customer want tomake efficient as well as efficient waste management and we assure them reasonable expenseand then we create confidence in customers mind.Social Benefit: Her we develop a sense of familiarity and even a social relationship with serviceproviders. If we provide biomass facility that will provide instant estimate for biogas on differentcompany, households and firms which will ensure social benefit that is provide by our providedby our service company.Relationship Development StrategiesCore Service Provision:If we providing a good core service delivery that at a minimum price, meets customerexpectations, it does no good to design relationship strategies for interior services.As a new comer we mainly focus on-  Satisfaction.  Perceived Service Quality.  Perceived Value. 33
  35. 35. Switching Barriers: 1) Customer inertia: It is not applicable in our service. When our service will be established in market then more and more competitors also grows. We should establish that service quality which is accepted by our customers. 2) Switching cost: Real and perceived monetary and no monetary are termed as switching cost. This cost mainly includes investment of time, money, or effort such as set up cost, learning cost, search and contractual cost. 34
  36. 36. Customer Recovery ExpectationsWhen they take the time and effort to complain, customers generally have high expectations.They expect we are accountable for them. They expect to be helped quickly.Understanding & Accountability:Here we provide some facilities for understanding our customers-  If customer complained us about our service delivery process and procedures then we will fix it.  We will also reimburse all of our customer’s expenses.  We will always try to reimburse all of their money but if we fail then we will try to reimburse some of their money.  If we fail to provide customer required service then we should want apology from them.  We provide an explanation from our company as to what happened.  If any problem will be repeated we provide some assurance.  We also provide some opportunity to vent their frustration to our service company.Fair Treatment:We always try to handle customer complaint carefully because customer wants justice &fairness.There are two type of complaint we might meet- a) Outcome Fairness: Customer expects outcome or competition this might be monetary compensation an apology, future free service, reduced charge, repair or replacement. Customers expect equity in the exchange customer might be uncomfortable if they are overtly compensated. 35
  37. 37. b) Procedural Fairness: Customer expects fairness in terms of policies, rules& timeliness when they decide to complain us about tour service. Customers always want easy access to their complaint & they want things handled quickly preferable by our company’s first person they will contact. c) Interactional Fairness: Customers expect to be treated politely with care & honesty. We should always try to develop caring attitude with our customers & we try our best to resolve the problem. We should strengthen our employee training & empowerment.Service Recovery Strategy:Make the service fail safe-Do it right the first time:  The first rule of service quality is to do it right the first time resulting recovery unnecessary.  To achieve reliability our company should employee TQM & ensures adoption process.  We adopt the TQM notion of poke yoke to improve service reliability.Encourage & Track Complains:Our service company should welcome & encourage complaint. Customers complain should beanticipated, encouraged & tracked. We find a number of ways to encourage & trackedcomplaints-  Satisfaction survey, critical incident studies, last customer research.  Our employee can be a vital informal source.  We should teaching customers how to complaint.  Our technology can be used to ease the teaching problem. 36
  38. 38. Act Quickly:Complaining customers want quick response so if we welcome even encouraging complaints itmust be prepared to act on them quickly.i) Take care of problems on the front lines:  To solve problem at first a complaint is registered in person, over the phone or via the internet.  Another obvious way to speed complaint handling is to call customers rather than send responses in the mail.ii) Empower Employee:  To solve problem our employee must be trained & empowered.  A problem not solved can quickly escalate.  Employee can anticipate problems before voiced.  Employees have a specific & real need for recovery training.iii) Allow customers to solve their own problem: Here we actively solve their own service needs & fix their own problems.typicaly this approach is done through technology.Provide Adequate Explanation:The content of the explanation must be appropriate; relevant facts & pertinent information aresignificant in helping our customer understand what occurred.The style of the delivery of the explanation or how the explanation is delivered can also reduceour customer dissatisfaction. 37
  39. 39. Treat customers fairly:We should treat each customer fairly. Customers expect to be treated fairly in terms of theoutcome they receive the process by which the service recovery take place& the interpersonaltreatment they receive.Cultivate relationship with customers:If we built strong relationship with our customer can help shield our company from the negativeeffect of failures on customer satisfaction.Learn from Recovery Experience:As a new service company we have no recovery experience but we set some guideline fromwhich we learn something about it-  By using Root cause analysis we can identify the sources of the problems & modify process.  Take help from the customer database.Learn from Lost Customers:As a new company we have no customer lost experience. But when we gather so manyexperiences from it then we use depth interview to learn their actual problem. This interview willconduct by our top level executive because they truly understand the business. It may be best tohave this type of research done by senor people in our service company. 38
  40. 40. Service Development and DesignIdentify Growth Opportunity for Our Service:The service is new in Bangladeshi perspective. Thus we should start with our service bydiversification. We have less experience in the development, construction, operation, acquisitionand integration of waste and energy services businesses. We are to pursue growth opportunitiesparticularly in locations where the market demand, regulatory environment or other factorsencourage renewable technologies such as energy-from-waste to reduce dependence on landfillwaste disposal and fossil fuel energy production in order to reduce greenhouse gas emissions(GHG). As a company, we are focusing on the United Kingdom, with additional opportunities inIreland, Canada and the United States. Our development projects include new energy-from-wasteand other renewable energy projects, existing project expansions, contract extensions,acquisitions, and businesses ancillary to our existing business, such as additional waste transfer,transportation, processing, and recycling and disposal businesses.The utilities, reusers, private firms will be most vibrant growth market. To prevent or reducenegative effects on the environment from landfill waste, a reduction of biodegradable waste inlandfills will be required by the year 2020 or sooner. This and other directives have led us todivert municipal solid waste from landfills to recycling and energy-from-waste, also known aswaste-to-energy. There are many opportunities in other countries as well.Our Service Blue Prints:Service blueprint is a process by which we make plan to provide our service to our customer.The service blueprint has three components: a) Process b) Points of contact c) evidence 39
  41. 41. Physical Evidence and Servicescape of ServicesBecause services are intangible, customers often rely on tangible cues or physical evidence, toevaluate the service before its purchase and to assess their satisfaction with the service duringand after consumption. Servicescape Other Tangibles Not Applicable Business cards Facility Design Powerhouse Plants Computers Table: Elements of physical EvidencePhysical Evidence Affecting Customer Experience:Physical evidence influences the flow of the experience, the meaning customers attach to it, theirsatisfaction and their emotional connections with the company delivering the experience. 40
  42. 42. Employees’ Roles in Service DeliveryCritical Importance of Service Employees:The key focus is on customer-contact service employees because:  They are the service.  They are the organization in the customers’ eyes.  They are the brand.  They are marketers.In services like Waste Management &Recycling Solution Services, employees provide the entireservice. The offering is the employee.Employee represents the firm to the client, and everything these individuals do or say caninfluence perceptions of the organization.Service employees are the brand. The primary image that the customer has of the firm is formedby the interactions the customer has with the employees of that firm.Because contact employees represent the organization and can directly influence customersatisfaction, they perform the role of marketers.The Effect of Employee Behaviors on Service Quality Dimensions:Customers’ perceptions of service quality can be influenced directly by service employees.Delivering the service as promised-reliability- is often totally within the control of frontlineemployees. Employees are critical for making sure all the systems are working properly.The assurance dimension of service quality is highly dependent on employees’ ability tocommunicate their credibility and to inspire trust and confidence. Individual employees with 41
  43. 43. whom the customer interacts confirm and build trust in the organization or detract from itsreputation and ultimately destroy trust. For startup or relatively unknown organizations like this,credibility, trust, and confidence will be tied totally to employee actions.Empathy implies that employees will pay attention, listen, adapt, be flexible in delivering whatindividual customers need.Strategies for DELIVERING Service Quality through People:To build a customer-oriented, service-minded workforce, organization must  Hire right people,  Develop people to deliver service quality,  Provide the needed support systems,  Retain the best people.Hire Right People:To effectively deliver service quality, considerable attention should be focused on hiring andrecruiting service personnel. The most important recruiting criteria are typically technicaltraining, certifications and expertise.There are a number of ways to go about hiring the right people:Compete for the best people:To get the best people, this organization needs to identify them and compete with otherorganizations to hire them. As this company is Idea, Technology and Installations service based,it needs several types of competent employees to perform as per the expectation.A complimentary strategy is to interview multiple employees for every position. 42
  44. 44. Hire for service competencies and service inclination:After identifying potential employees, organization need to be conscientious in interviewing andscreening to truly identify the best people from the pool of candidates. These employees needtwo complimentary capacities: service competencies and service inclination.Service Competencies: The skills and knowledge are necessary to do the job. It may be byachieving particular degrees and certifications, and in other cases, may be relate to basicintelligence on physical requirements.Service Inclination: They must also be screened for service inclination- their interest in doingservice related work- which is reflected in their attitudes toward service and orientation towardserving customers and others on the job.Be the preferred employer: One way to attract the best people is to be known as the preferredemployer in a particular industry in a particular location. As this is a new type of organizationproviding completely new services, they will need to adopt different strategies to be the preferredemployer. They can provide extensive training, excellent internal support, attractive incentivesand quality goods and services that employees are proud to be associated with.Develop people to deliver service quality:To grow and maintain a workforce that is customer oriented and focused on delivering quality,employees must be developed to deliver service quality.  Train for technical and interactive skills: to provide quality service, employees need ongoing training in the necessary technical skills and knowledge and in process or interactive skills. Interactive skills allow them to provide courteous, caring, responsive and empathetic service.  Empower Employees: to be truly responsive to customer needs, providers need to be empowered to accommodate customer requests and to recover on the spot when things go wrong. That is, giving employees the desire, skills, tools and authority to serve the customer. 43
  45. 45.  Promote Teamwork: because service jobs are frequently frustrating, demanding and challenging, a teamwork environment will help alleviate some of the stresses and strains. If employees feel supported and feel that they have a team backing them up will be better able to maintain their enthusiasm and provide quality service.Provide the needed support system: Service workers require internal support systems that arealigned with their need to be customer focused. Following are strategies for ensuring customeroriented internal support:Measure Internal Service quality:By acknowledging that everyone in the organization has a customer and measuring customerperceptions of internal service quality, organization can begin to develop an internal qualityculture.Provide supportive Technology and Equipment:Service employees need the right equipment and technology. They should be provided withsupportive technology and equipment to do their job effectively and efficiently.Retain the best people:  Include Employees in the Company’s Vision:  Treat employees as Customers:  Measure and reward strong service performers 44
  46. 46. References:  www.google.com  Service marketing by Bitner and Zeithmal 5th edition  Energy Recycling Services  www.wikipedia.org 45