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DESIGNING AND
MANAGING SERVICES
WHAT ARE THE NEW SERVICE REALITIES ?
40-30-30 RULE – SIA
SINGAPORE AIRLINES APPLY 40-30-30 RULE
• 40 % OF RESOURCE GO TO TRAINING AND INVIGORATING STAFF
• 30 % TO REVIEWING PROCESS AND PROCEDURES
• 30% TO CREATING NEW PRODUCT AND SERVICE IDEAS
CUSTOMER EMPOWERMENT
EXPERTS BELIEVE COMPANIES SHOULD
• SEND AN AUTOMATED REPLY TO CUSTOMERS
• ENSURE THE SUBJECT LINE ALWAYS CONTAINS THE COMPANY NAME
• MAKE THE MESSAGE EASY TO SCAN FOR RELEVANT INFORMATION
• GIVE CUSTOMERS AN EASY WAY TO RESPOND WITH FOLLOW – UP QUESTIONS
CUSTOMER COPRODUCTION
• REDESIGN PROCESSES AND CUSTOMER ROLES
• INCORPORATE THE RIGHT TECHNOLOGY TO AID EMPLOYEES AND CUSTOMERS
• CREATE HIGH PERFORMANCE CUSTOMERS
• ENCOURAGE “CUSTOMER CITIZENSHIP”
CAUSE OF CUSTOMER FAILURE
SATISFYING EMPLOYEES AS WELL AS CUSTOMERS
40%WORKERS CITED
“LACK OF RECOGNITION” AS KEY REASON FOR
LEAVING JOB
3 TYPES OF MARKETING IN
SERVICE INDUSTRIES
CREATED BY ELDHOSE ALIAS , MEC ERNAKULAM ,DURING AN INTERNSHIP BY PROF . SAMEER MATHUR , IIM LUCKNOW
www.IIMInternship.com