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DESIGNING ANDMANAGING
SERVICE
THC-212 QUALITY SERVICE MANAGEMENT IN TOURISM & MANAGEMENT
Design — is a term often related to the physical
structure or model of certain products that is
aimed to provide more value, better efficiency, or
enhanced performance ofthe goods.
Design is used for various purposes in the different aspects of running a
business organization, suchas;
— Creatingstandards in order to justify a premium price
— Introduce anew product ina highly competitive industry
— Discourage competitors
— Please the customers
— Streamline complexprocedures
— Motivate employees andmembers ofthe organization
— Apply innovative ideas
— Improve efficiency
— Establishthe competitive advantages
Design is often connected to the organization's action or reaction to
externalstimulus, suchas;
— Changing market demands
— Technologicalinnovations
— Emergenceofcompetitors
1
CONCEPT OF
SERVICE
DESIGN
SERVICE
INNOVATION AND
DESIGN
• The challenges and strategies of the tourism and
hospitality industry as a service-oriented industry.
• They explains that the industry’s product is intangible,
complex, dynamic, and challenging, and that words
alone may not be enough to describe and
communicate it effectively.
• They suggests that organizations should adopt
strategies and philosophies that suit their needs, such
as balancing product and process, following top
management direction, and working as one team.
• They also recommends that organizations should pay
attention to their culturaldimension before
implementing service innovation, as it can foster
cohesiveness, trust, and professionalism.
2
SERVICE DESIGN
PRINCIPLES
FIVE PRINCIPLES OF DESIGN
• HOLISTIC
• CO-CREATIVE
• USER-CENTERED
• SEQUENCING
• EVEDINCING
TYPES OF SERVICE INNOVATION
• SERVICE PROVIISION INNOVATION
• SERVICE INNOVATION AROUND CUSTOMER
• INNOVATION THROUGH SOLUTION
• SERVICE INNOVATION THROUGH INTERCONNECTIVITY
3
BLUEPRINTING
SERVICES
A. Prepare a diagrammatic format of all the elements
and processes of the service design. Geometric figures
may be used to represent the different elements and
process flow. As the process becomes more complex,
the diagram may also look multifaceted and may require
a larger space to render.
B. Recognize possible decision
C. Set the standard in adjustments for the particular
organization
D. All photos and videos are may use as evidence .
E. Also you may analyze the impact of that evidence of
particular efficiency and profitability of the
organization.
4
➢ AFFINITY DIAGRAM
➢ BRAINSTORMING
➢ CHARACTERPROFILES
➢ CONTEXUAL INTERVIEW
➢ USER JOURNEY MAP
➢ CULTURAL PROBES
➢ DOCUMENTARIES
➢ EMPATHY PROBES
➢ ETHNOGRAPHIC USER
RESEARCH
➢ EXPERIENCEPROTOTYPE
➢ FOCUS GROUP
➢ IMMERSION (WORKSHOP)
➢ OBSERVATION
➢ PERSONAS
5
SELECTED
METHODS
AND TOOLS
FOR
SERVICE
PROCESS
➢ PROTOTYPING
a. Sketches and diagram
b. Story Boarding
c. Building Blocks Prototype
d. Role-play
e. Physical Models
f. User-Driven Prototype
• SCENARIOS
• SERVICE PROTOTYPE
• SHADOWING
• STAKEHOLDER
SERVICE SETTING
TYPES OF SERVICE SETTING
defined as the physical environment or
background in which service is rendered. It paints
an idea to clients, customers, stakeholders, and
employees on how service would be in terms of
tangible and intangible featuresand appearance.
❑Self-service - customers of this organization
performance of the transactionsand activities.
Examples: online shopping, television shopping,
online banking movie hotel and airline bookings
and online food ordering, among others.
❑Remote service - organization wherein there are
no customer involved in the service setting.
Examples: telecommunication companies and
utilities provider (power,water, etc.)
6
REDESIGNING
SERVICE
PROCESSES
7
THANK
YOU!

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Design and Managing Service in the field of tourism and hospitality industry

  • 1. DESIGNING ANDMANAGING SERVICE THC-212 QUALITY SERVICE MANAGEMENT IN TOURISM & MANAGEMENT
  • 2. Design — is a term often related to the physical structure or model of certain products that is aimed to provide more value, better efficiency, or enhanced performance ofthe goods. Design is used for various purposes in the different aspects of running a business organization, suchas; — Creatingstandards in order to justify a premium price — Introduce anew product ina highly competitive industry — Discourage competitors — Please the customers — Streamline complexprocedures — Motivate employees andmembers ofthe organization — Apply innovative ideas — Improve efficiency — Establishthe competitive advantages Design is often connected to the organization's action or reaction to externalstimulus, suchas; — Changing market demands — Technologicalinnovations — Emergenceofcompetitors 1 CONCEPT OF SERVICE DESIGN
  • 3. SERVICE INNOVATION AND DESIGN • The challenges and strategies of the tourism and hospitality industry as a service-oriented industry. • They explains that the industry’s product is intangible, complex, dynamic, and challenging, and that words alone may not be enough to describe and communicate it effectively. • They suggests that organizations should adopt strategies and philosophies that suit their needs, such as balancing product and process, following top management direction, and working as one team. • They also recommends that organizations should pay attention to their culturaldimension before implementing service innovation, as it can foster cohesiveness, trust, and professionalism. 2
  • 4. SERVICE DESIGN PRINCIPLES FIVE PRINCIPLES OF DESIGN • HOLISTIC • CO-CREATIVE • USER-CENTERED • SEQUENCING • EVEDINCING TYPES OF SERVICE INNOVATION • SERVICE PROVIISION INNOVATION • SERVICE INNOVATION AROUND CUSTOMER • INNOVATION THROUGH SOLUTION • SERVICE INNOVATION THROUGH INTERCONNECTIVITY 3
  • 5. BLUEPRINTING SERVICES A. Prepare a diagrammatic format of all the elements and processes of the service design. Geometric figures may be used to represent the different elements and process flow. As the process becomes more complex, the diagram may also look multifaceted and may require a larger space to render. B. Recognize possible decision C. Set the standard in adjustments for the particular organization D. All photos and videos are may use as evidence . E. Also you may analyze the impact of that evidence of particular efficiency and profitability of the organization. 4
  • 6. ➢ AFFINITY DIAGRAM ➢ BRAINSTORMING ➢ CHARACTERPROFILES ➢ CONTEXUAL INTERVIEW ➢ USER JOURNEY MAP ➢ CULTURAL PROBES ➢ DOCUMENTARIES ➢ EMPATHY PROBES ➢ ETHNOGRAPHIC USER RESEARCH ➢ EXPERIENCEPROTOTYPE ➢ FOCUS GROUP ➢ IMMERSION (WORKSHOP) ➢ OBSERVATION ➢ PERSONAS 5 SELECTED METHODS AND TOOLS FOR SERVICE PROCESS ➢ PROTOTYPING a. Sketches and diagram b. Story Boarding c. Building Blocks Prototype d. Role-play e. Physical Models f. User-Driven Prototype • SCENARIOS • SERVICE PROTOTYPE • SHADOWING • STAKEHOLDER
  • 7. SERVICE SETTING TYPES OF SERVICE SETTING defined as the physical environment or background in which service is rendered. It paints an idea to clients, customers, stakeholders, and employees on how service would be in terms of tangible and intangible featuresand appearance. ❑Self-service - customers of this organization performance of the transactionsand activities. Examples: online shopping, television shopping, online banking movie hotel and airline bookings and online food ordering, among others. ❑Remote service - organization wherein there are no customer involved in the service setting. Examples: telecommunication companies and utilities provider (power,water, etc.) 6