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Effective Tools for Service Design – PowerPoint PPT Template
PowerPoint (PPT) 40 Slides
BENEFITS OF THIS DOWNLOADABLE POWERPOINT DOCUMENT
- Provide a Framework of Service Design Process
- Provide a Framework of Tools Service
- Provide a Framework of Continuum from Goods to Service
PPT TEMPLATE DESCRIPTION
EFFECTIVE TOOLS FOR SERVICE DESIGN
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 (PPT) Presentation Slide Deck, UJ Consulting _ Strategy-Insight-Impact
ABOUT THE AUTHOR
UJ Consulting | Strategy • Insight • Impact
UJ Consulting is an executive management consulting and business transformation practice founded by Untung Juanto, ST., MM., a senior executive, consultant, and transformation practitioner with more than 25 years of professional experience across local and multinational companies and diverse industries.
His career progressed from frontline
... [read more]
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