The document outlines the author's experience with service operation management while working as an assistant fleet manager at Avighna Logistics, which provides logistics and courier services in Chhattisgarh. It covers key logistics concepts such as efficient flow, storage, and fulfillment of goods, alongside challenges like delivery performance and inventory management. The author emphasizes the importance of customer engagement, employee training, and effective communication in logistics operations.

1. APPLICATION OF SERVICE OPERATION MANAGEMENT
CONCEPT

2. I get campus selection and placed in Avighna Logistics. Where I get a designation
of Assistant Fleet Manager. This company is situated in Chhattisgarh who provide
Logistics services to the clients like Shri Bajrang Power & Ispat Ltd. (Steel
Manufacturing Company) & courier services.
Logistics is the part of supply chain management. It is the process of planning,
implementing and controlling the efficient, effective flow and storage of goods,
services and related information from the origin point to the consumption point for
the purpose of conforming to customer requirements.

3. Fundamentally Service Operation in Logistics is concerned
with ensuring the availability of :
the RIGHT product,
in the RIGHT quantity and
RIGHT condition,
at the RIGHT place,
at the RIGHT time,
for the RIGHT customer,
at the RIGHT costs.

4.  Traffic and transportation,
 Warehousing and storage,
 Industrial packaging,
 Materials handling,
 Inventory control,
 Order processing,
 Procurement,
 Distribution communications,
 Return goods handling,
 Customer service support,
 Scrap disposal

5. Degree of interaction
Low High
Low
Degree of
Labour
Intensity
High
SERVICE FACTORY
LOGISTICS
SERVICE SHOP
MASS SERVICE
COURIER
PROFESSIONAL SERVICE

6. 19
Single site Multiple site
Customer
Travels to
Service firm
SP travels to
Customer
Transaction
Is at arm’s
length
LOGISTICS
COURIER

7. organizing idea
service concept
service experience
service results

8.  Line of Interaction;
 Business : - We are third party logistics (B 2 B)
- We also engaged in courier services
 Challenges : - Delivery performance
- Perfect order fulfillment
- Managing service experience
- Inventory Management
- Maintaining manpower

9.  Service : - Transportation of goods
- Storage & Warehousing
- Reverse Logistics
 Experience : - GPS & tracking system
- RFID System (Radio Frequency Identification)
- Cloud based information system

10.  Front end;
- Contract & meeting at office
- Courier service interaction with clients
- Back and reverse order
 Back end;
- Storage management
- Packaging management
- Information System management

11. Contract
Receive WO
Planning &
Scheduling
Carry goods after
procurement
GPS tracking
Storage &
Warehouse
Information
communication
Supply of goods
as per production
requirement
Production
process
Carry finished
goods to
warehouse
Manage
information
through RFID
Distribution of
goods as per
order of client
Submission of all
bills & invoices
Client feedback &
response
Payment
according to
mention in the
contract

12. Order by the
client
Payment of
money
Reciept by
the service
provider
Packaging
and storing
Planning &
scheduling
Dispatch of
goods
Receive
goods
Planning &
scheduling
Deliver goods
to
destination
Take
confirmation
of reciept

13. Reliability
Responsiveness
Assurance
Empathy
Tangibles

15.  Customer Engagement
 Context
 Time
 Service Blueprinting

16. Expectation vs Perception
Expectation vs Performance

18.  Hire the right people.
 Educate and train them well.
 Allow them to fix anything.
 Recognize and reward them regularly.
 Tell them everything, every day.

19.  Measure the costs
 Listen closely for complaints
 Anticipate needs for recovery
 Act fast
 Train employees
 Empower front line
 Close the loop

20. Purpose is to sell the right capacity to the right customer at the right
price.
 Overbooking
 Differential pricing
 Capacity allocation

21. Presented by,
MANU PANDEY
ROLL NO. 43