to Achieve Effective Service Delivery Gad Vitner and Moshe Avidan Ruppin Academic Center

1. Using Bill of Services(BOS)
to Achieve Effective
Service Delivery
Gad Vitner and Moshe Avidan
Ruppin Academic Center
ISSIP Service Innovation Weekly Speaker Series
Nov. 04, 2015

2. Agenda
• Introducing the world of services
• The Gap Model
• Service concept
• Bill of Materials (BOM)
• Bill of Services (BOS)
• General methodology of service industry
• BOS Example- Ruppin Academic Center Library
• Summary
Prof. Gad Vitner2

3. The World of Services
• Achieve valuable service delivery.
• Meet customers’ Expectations, Requirements
and Demand.
• To be delivered when needed, to the complete
satisfaction of the customer.
• Service capacity:
– Excess capacity → Extra costs
– Insufficient capacity →Long waiting times
Prof. Gad Vitner3

4. The Gap Model
Prof. Uttarayan Bagchi, University of Texas at Austin
Prof. Gad Vitner4

5. Service Concept
• Starting point for the development of
operated strategy:
a. Set of benefits to be delivered to the
customer.
b. Set of service component to support
each benefit.
c. Set of processes/technologies/facilities
to support each component.
Prof. Gad Vitner8

6. Service Specifications
• For a given concept element:
Define necessary procedures to ensure conformance
with customer expectations
Service
Characteristics
Service Level
Different service levels require varying resource capacities in order to comply with a
given service characteristics.
Prof. Gad Vitner9
Service
Specification
a b c
a

7. The Operational Dilemma
• Service Specification:
Should comply with customer’s expectations
BUT
Should satisfy management ability to allocate
the needed resources capacity/budget in order
to satisfy service characteristics.
Prof. Gad Vitner10

8. Bill of Services (BOS) in service organizations
Referring to Bill of Materials (BOM) in manufacturing
• BOM- Tree Structured management
mechanism containing all product’s
components
Sub Assembly
Part
Component
Prof. Gad Vitner11
Final
Product
a b m
k
a b n

9. BOM Usage
a. List of components: Supports purchasing
b. Production Planning and Control:
Creating “work orders”-
Part/Quantity/Due Date
Prof. Gad Vitner12

10. BOS Structure
Service
Category
Service
Characteristics
Service Level
Prof. Gad Vitner13
Service
Organization
a b n
a b m
k2 kmk1

11. General Methodology of
Service Industry
Prof. Gad Vitner14
Customer
Needs Expectations
Service Specifications
Service
Characteristics
Service Level
BOS
Service Capacity Service Costing
Customer satisfaction
Customer
Service
Provider
Customer

12. Prof. Gad Vitner15
Library
Support
Services
Front Desk
Services
Material
order
Training Consulting
BooksPapers
StaffStudent
Loan/
Return
Phone
Response
Copying
Shelf
Search
ScanningPrinting
Data
Bases
Student
Orientation
Interlibrary
Loan
BOS Example

13. Prof. Gad Vitner16
Front Desk
Services
Loan/
Return
Phone
Response
Shelf
Search
BOS Example
Service Level: 5 min.

14. Prof. Gad Vitner17
Front Desk Services
Duration (min) Arrivals/h Product
Week days
Loan/ Return 5 10 50
Shelf Search 4 4 16
Phone Response 3 6 18
weighted average 4.2 20 84
Friday
Loan/ Return 5 5 25
Shelf Search 4 3 12
Phone Response 3 8 24
weighted average 3.8 16 61

15. Prof. Gad Vitner18
CategoryName CharacteristicName ServiceLevel Arrivals Duration Job Type
Service
Days
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-20:00 20 4.2 Libririan Week days
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-13:00 16 3.8 Libririan Friday Friday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-10:00 6 4.2 Libririan Gen Sunday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 10:00-18:00 10 4.2 Libririan Gen Sunday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 18:00-20:00 6 4.2 Libririan Gen Sunday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-10:00 10 4.2 Libririan Gen Monday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 10:00-18:00 20 4.2 Libririan Gen Monday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 18:00-20:00 10 4.2 Libririan Gen Monday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-20:00 20 4.2 Libririan Gen Tuesday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-20:00 20 4.2 Libririan Gen Wednesday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-13:00 10 4.2 Libririan Gen Thursday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 13:00-20:00 6 4.2 Libririan Gen Thursday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 08:00-10:00 6 3.8 Libririan Gen Friday
Front Desk Services Loan/ Return, Shelf Search, Phone Response 10:00-13:00 16 3.8 Libririan Gen Friday
Service Data

16. Prof. Gad Vitner19
Avg. Responsiveness per Arrival
vs. Capacity
Arrivals Duration
20
Shift 2 min. 3 min. 4 min. 5 min. 6 min.
12 1 0 0 120 239 359
2 0 0 0 0 0
3 0 0 0 0 0
4 0 0 0 0 0
0 0 0 00 0 0 0
120
0 0 0
239
0 0 0
359
0 0 0
-50
0
50
100
150
200
250
300
350
400
0 1 2 3 4 5
R
e
s
p
o
n
s
i
v
e
n
e
s
s
Capacity
2 min.
3 min.
4 min.
5 min.
6 min.
Duration

17. Prof. Gad Vitner20
Avg. Idle Time per Server vs. Capacity
Duration
2 min. 3 min. 4 min. 5 min. 6 min.
1 239 0 0 0 0
2 480 360 240 121 2
3 560 480 400 321 241
4 600 540 480 421 361
-100
0
100
200
300
400
500
600
700
0 1 2 3 4 5
I
d
l
e
T
i
m
e
Capacity
2 min.
3 min.
4 min.
5 min.
6 min.
Duration

18. Summary and Conclusions
• For a given Concept/Service category/Service
Characteristics/Service level
• BOS supports management with:
a. Calculating/Allocating resources capacity
b. Calculating the related costs
c. Conducting sensitivity analysis
Prof. Gad Vitner21

19. Thank you
Gad Vitner
gadiv@ruppin.ac.il
Prof. Gad Vitner22