How Does Create Customer Value?

By Rachel Carter Becky Davies Emma Chitty

Amanda Creed

Agenda

Introduction Process Design Capacity Quality Inventory Workforce Management Conclusion

Service Quality Factors

Neutral Factors Comfort Tidiness

Hygiene FactorsReliability Availability

Security SafetyAccess

Critical Factors Competence Communication

Enhancing Factors

Flexibility Integrity

Dimensions of Service Quality

ReliabilityResponsiveness

AssuranceEmpathyTangibles

Dimensions of Service Quality

ReliabilityResponsiveness

AssuranceEmpathyTangibles

PerceivedServiceQuality

ES < PSES = PSES > PS

PerceivedServiceQuality

ES < PSES = PSES > PS

Word of mouthWord of mouth PersonalNeeds

PersonalNeeds

Past Experience

Past Experience

Expected Service

Expected Service

Perceived Service

Perceived Service

Quality Dimensions

The Satisfaction Continuum+5 Delighted

0 Satisfied

-5 Dissatisfied

Capacity

Located on farm land

Located on farm land

Loan land from three neighboursLoan land from

three neighbours

189 acres of land189 acres of land

Facts and Figures

Year Attendance Cost

1970 1500 £1 & free milk

1981 18000 £8

1990 70000 £38

2000 105000 £87

2004 150000 £112

http://www.glastonburyfestivals.co.uk/uploadedFiles/Information/Student_Information_Pack/5%20Attendance%20Numbers.pdf

Accessed on 01/11/06

Festivalgoer’s Comments

“The reason people go year after year is the sheer scale of the event.”

“I was surprised at how crowded the festival can get.”

Glastonbury Festival Case Study (1995) Page 9

Storage Facilities

Electricity

Water4 million litres

of water, over 5 days

40,000 litres of diesel fuel

in 4 days

Refuelling twice a day

100000 litre storage facility on the farm

Process Design Of Glastonbury

New or updated product

Competitive priorities

Demand/ Volume changes

PerformanceCompetitors

Choice of Technology

ElectricityRefuelling circuit

takes 12 hours

Diesel Generators

Water

No flush toilets

Transported inmilk tanks

Glastonbury’s Layout of Facilities

ElectricitySelf-sufficient Town

PipesToilet Blocks

MarqueesFences

Roads

Bridges

Car Parks ‘Green Field’ Site

Market Stalls The StagesEntertainmentVenues

Camp Sites

Glastonbury’s Service Triangle

System Workforce

Customer

Service strategy

Develop a strategy

Communicate systems and procedures

Set up systems and procedures

Front Office – Back Office?

Service Operation

Service process

Service Product

Front Office

Stalls

Toilets Camp Sites

StagesFacilitie

s

Continued…

Organisation startsin December

Workers preparation

Back Office

High Volume – Low VarietyVariety

Volume

High

High

Low

Low

Professional Service

Service Shop

Mass Service

Inventory

Food Toilet Paper

Information from Green peace

ProgrammesTicketing

Workforce Management

“Managing people is the hardest part of the decision area in operations because nothing is done without people who make a product or provide a service.”

R G Schroeder (1993)

Organisational Structure

The Licensee (Gold)

Silver Command (1)Silver Command (2)Silver Command (3)

Event Safety

Coordinator

SecurityManager

Safety Manager

Villages Liaison Manager

Crime Reduction Manager

Off-site Manager

Elements of Job Design

Worker Analysis Task Analysis

Environmental Analysis

Worker Analysis

EnvironmentalAnalysis

Task Analysis

Task Sequence

Frequency of Tasks

Error Possibilities

Workplace Location

NoiseSafety

Performance

Skill LevelPhysical

Requirement

Level of Responsibility

Boredom/ Motivation

Elements of Job Design

Conclusion

Process Design Capacity Quality Inventory Workforce Management