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  1. Provide a Framework of Service Design Process
  2. Provide a Framework of Tools Service
  3. Provide a Framework of Continuum from Goods to Service



Lecture Outline
1. Characteristics of Services
2. Service Design Process
3. Tools for Service Design
4. Waiting Line Analysis for Service Improvement

Service Design
The activity of planning and organizing people, infrastructure, communication and material components of a service, in order to improve its quality, the interaction between service provider and customers and the customer's experience
The increasing relevance of the service sector, both in terms of people employed and economic importance, requires services to be accurately designed. The design of the service may involve a re-organization of the activities performed by the service provider (Back office) and/or the redesign of time and place in which customers come in contact with the service (Front office).

Service Vs Goods
a. Services : acts, deeds, or performances
b. Goods : tangible objects
c. Facilitating services : accompany almost all purchases of goods
d. Facilitating goods : accompany almost all service purchases

Service Design Process
a. Service concept
purpose of a service; it defines target market and customer experience
b. Service package
mixture of physical items, sensual benefits, and psychological benefits
c. Service specifications
performance specifications
design specifications
delivery specifications

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Source: Effective Tools for Service Design PowerPoint document


Effective Tools for Service Design

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File Type: PowerPoint (ppt)

File Size: 2.2 MB

Number of Slides: 40 (includes cover, transition slides)

Related Topic(s): Service Design

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Initial upload date (first version): Dec 11, 2021
Most recent version published: Dec 13, 2021

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