Home » New Product and Service Development and Process Selection
Process Selection in Services
Types of Service Organizations
Service management issues exist in three broad organizational contexts:
management issues exist in three broad organizational contexts Service businesses are organizations whose primary business requires interaction with the-customer to produce the service. Familiar examples of service businesses include bank airlines hospitals law firms retail sto
The Personal Attention Approach
The personal attention approach is basically the concept of mass-customization applied to services. With this approach each customer is treated as an individual with the service firm often maintaining a database of each customer’s likes and dislikes. This data can be collected manually in personal books as noted below at Angstrom’s or more formally by electronic m
The Customer Involvement Approach
In contrast to the production line approach C. H. Lovelock and R. F. Young propose that the service process can be enhanced by having the customer take a greater participatory role in the production of the service.f Automatic teller machines (ATMs) self-service gas stations salad bars and in-room coffee-making equipment in hotels are good examples of
where the burden of providin
The Production Line Approach
The production line approach pioneered by McDonald’s refers to more than just the step required to assemble a Big Mac. Rather, as Theodore Levitt notes, it is treating the delivery of fast food as a manufacturing process rather than a service process.’ The value of this philosophy is that it overcomes many of the problems inherent in the concept of service itself. That is
Process Selection in Services
Types of Service Organizations
Service management issues exist in three broad organizational contexts:
Service businesses are organizations whose primary business requires interaction with the-customer to produce the service. Familiar examples of service businesses include banks airlines hospitals law firms retail stores restaurants and so on. Within this category we can make a fur
Designing the Customer Service Encounter
Karl Brecht and Ron Zeke's Service America! gets to the heart of the issue of managing service operations when they state "every time a customer comes into contact with any aspect of the company it is a moment of truth and it can create either a positive or a negative impression about the company How well these moments of truth or encounters are managed depends on a
Designing a New Service Organization
Designing a service organization entails the execution of four elements of what James Diskette refers to as the “Service Vision.T’ The first element is identification of the target market Who is our customer the second is the service concept How do we differentiate our service in the market the third is the service strategy What is our service package and t
The Customer Contact Approach to Designing Service Processes
Service systems are generally classified -along industry lines (financial services health services transportation services and so on). These groupings though useful in presenting aggregate economic data are not particularly appropriate for OM purposes because they tell us little about the process. In manufacturing by contrast there are as we ha
The New Service Development (NSD) Process
The new service development (1 SO) process i very similar to the NPD produce with one major difference. When developing a service you are inherently deigning both the product and the process at the same time because the product is typically inherent in the process Since services are intangible: rather than something you can drop on your foot it is nearly impossible to
Channel Development Services
New services that fall in the lower right quadrant of Exhibit are those in which the service that is provided is the same as that currently offered by the firm but it i delivered differently through another channel which is often entirely new. The automated teller machine ATM) provides a good example of services in this category. Traditional brick and mortar
retailers that sell t
