The document discusses the service system design matrix and the role of customers in service systems. The service system design matrix defines the relationship between sales opportunities and production efficiency based on the level of human interaction. It establishes the relationship between the degree of customer contact, sales opportunities, and production efficiency. Customers are considered "partial employees" as they contribute resources to the production process. The level of customer participation can range from quasi-services with low contact to pure services with high contact. Service blueprinting is also discussed as a tool used to map customer touchpoints and the internal processes involved in service delivery.

1. www.sanjivanimba.org.in
Presented By
Dr. Niraj Chaudahri
Assistant Professor,
Sanjivani College of Engineering ,
Dept.of MBA,
Kopargaon
1
Sanjivani College of Engineering, Kopargaon
Department of MBA
www.sanjivanimba.org.in
203- Operation Management
Service System Design Matrix

2. www.sanjivanimba.org.in
Service System Design Matrix

3. www.sanjivanimba.org.in
Service System Design Matrix
The service system design matrix defines the
relationship between sales opportunity and
production efficiency measured against the amount
of human interactivity.

4. www.sanjivanimba.org.in
Service System Design Matrix
The Service-System Design Matrix is a useful tool for
understanding the different elements of a service
system. The matrix establishes the relationship
between three key factors of service and how these
factors relate to service production and delivery.
The first factor is the degree of contact between the
consumer and the service provider; the second factor is
the opportunity for sales (the greater the amount of
contact; the greater the sales opportunity); the third
factor of the system is production efficiency (services
that require a large amount of customization and
customer input have lower efficiency).

5. www.sanjivanimba.org.in
Customer in Service System

6. www.sanjivanimba.org.in
Role of a Customer in Service System
• Customers Service are referred to as “partial
employees” of the organization. They are human
resources who contribute to the organization’s
productive capacity. In other words, if customers
contribute effort, time or other resources to the
service production process, they should be
considered as part of the organization.
• Customer inputs can affect the organization’s
productivity through both quality and quantity of
output

7. www.sanjivanimba.org.in
Customer Role
• Customer’s role In developing strategies for
addressing customer involvement in service co-
creation and delivery, the organization first
determines what type of participation is desirable
from customers and how the customer wishes to
participate.
• Customer participation at some level is inevitable in
service delivery. Services are actions or
performances, typically produced and consumed
simultaneously.

8. www.sanjivanimba.org.in
Role of a Customer in Service System
• Quasi –Service:-Low degree of customer
contact
• Mixed Service:-Medium degree of customer
contact .
• Pure Service:- High degree of customer
Contact

9. www.sanjivanimba.org.in
Important Aspects of Customer Service
• Efficiency of Operations.
• Capacity choices.
• Location of facilities.
• Operation control .

10. www.sanjivanimba.org.in
Service Blueprinting

11. www.sanjivanimba.org.in
Service Blueprinting
• Line of interaction
• Line of visibility
• Front office
• Back office