Key Factors For New Service Development
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This document discusses factors to consider when designing innovative services. It identifies that radical service innovations require a different process than incremental innovations. Some key factors discussed include facility location and layout, product and process design, scheduling, quality control, demand and capacity planning, customer contact level, industrialization, worker skills, and standardization of service offerings. The document also discusses using service blueprints and customer utility models to design and evaluate new service offerings.
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Health care marketing plan presentation
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This document discusses branding and defines a brand as a combined effort between a company and consumer. It states that brands add emotion and trust to products and services to simplify consumers' choices. Brands help create relationships between brands and consumers to ensure loyalty. They also create aspirational lifestyles that allow brands to charge premium prices. The document discusses various aspects of branding including brand equity, awareness, preference, insistence and association. It notes that strong brands improve perceptions, loyalty, margins and marketing effectiveness.
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3) It introduces the "Flower of Service" model which categorizes supplementary services as either facilitating (needed for delivery or use of core product) or enhancing (adding extra value). Facilitating services include information, order-taking, billing, and payment.
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This chapter discusses improving service quality and productivity. It introduces the GAP model for identifying service quality problems, and tools for measuring quality like surveys and mystery shopping. Quality and productivity must be balanced, as improving efficiency may hurt customer experience. The chapter also covers return on quality, defining productivity in services, and strategies for enhancing productivity like shifting demand away from peaks. Overall, quality and productivity improvements require considering customer needs and redesigning service processes.
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- 2. Full Launch Design Analysis Develop-ment 1 Execution Stage Planning Stage People Products Tech- nology Systems
- 10. 9 Service Blueprint for Espresso and Coffee Shop Line of Visibility Take Drink Order Collect Payment Deliver Drink Make Drink Order Supplies Prepare Mixes Materials (Coffee, flavors, milk, cups, etc.) Fail Point Not seen by customer Seen by customer
- 14. 13 Determine Appropriate Service Attributes (e.g., Price, Service Time, Intangible, & Tangibles) Determine all variables and costs related to Service Attributes & demand -capacity matching strategies Solve for Customer Segments and Utility Weights ( s) using multinomial Logit or regression analysis Collect Customer Attribute Information using choice-based or ratings-based conjoint analysis Feasibility Evaluate Market Share & Profit & Profit Profile N with attributes, price, and cost Customer waiting time Queuing Models or Simulation
- 15. 14