serviceprocess-

8/10/2019 serviceprocess-

1/17

1/8/2015 1

Service Process


2/17

1/8/2015 2

Process

Processes involve the procedures,

tasks, schedules, mechanisms,

activities and routines by which a

service is delivered to the customer.


3/17

1/8/2015 3

FACTOR IMPORTANT IN SERVICE

PROCESS DESIGNING AND

INPLEMENTATION

SERVICE ITSELF

CUSTOMER PARTICIPATION

DEGREE OF CUSTOMER CONTAC

LOCATATION OF SERVICE DELIVERY COMPLEXITY OF SERVICE


4/17

1/8/2015 4

New Service Development

Cycle

Service design

and testing

Process and system

design and testing

Marketing program

design and testing

Personnel training

Service testing and

pilot run

Test marketing

People

Technology Systems

Product

Full Launch Development

Design Analysis

Tools

Enablers

Formulation

of new services

objective / strategy

Idea generation

and screening

Concept

development and

testing

Business analysis

Project

authorization

Full-scale launch

Post-launch

review


5/17

1/8/2015 5

SERVICE PROCESS PLANNING

BASIC TECHNOLOGICAL DECISION

MATERIALS DECISION

SPECIFIC EQUIMENT DECISION

PROCESS FLOW DECISOIN

BLUE PRINTS

FOW CHART

FRONT OFFICE\ BACK OFFICELAYOUT

BENCH MARK

PEOPLE DECISION


6/17

1/8/2015 6

Service Mapping/Blueprinting

Service blueprint is basically a flowchart of

the service process. It is a map in which all

the element or activities, their sequencing

and interaction can be visualize.

Service

Mapping

Process

Points of Contact

Evidence


7/17

1/8/2015 7

Service Blueprint Components

CUSTOMER ACTIONS

line of interaction

ONSTAGE CONTACT EMPLOYEE ACTIONSline of visibility

BACKSTAGE CONTACT EMPLOYEE ACTIONS

line of internal interaction

SUPPORT PROCESSES


8/17

1/8/2015 8

Overnight Hotel Stay

SUPPORTPROCESS

CO

NTACTPERSON

(Back

Stage)(OnStage)

CUSTOMER

HotelExteriorParking

Cart forBags

DeskRegistrationPapersLobbyKey

ElevatorsHallwaysRoom

Cart forBags

RoomAmenitiesBath

Menu DeliveryTrayFoodAppearance

Food

BillDeskLobbyHotelExteriorParking

Arrive

at

Hotel

Give Bags

to

Bellperson

Check inGo to

Room

Receive

Bags

Sleep

Shower

Call

Room

Service

Receive

Food

EatCheck out

and

Leave

Greet and

Take

Bags

Process

Registration

Deliver

Bags

Deliver

FoodProcess

Check Out

Take Bagsto Room

Take

Food

Order

Registration

SystemPrepare

Food

Registration

System

PHYSICAL

EVIDENCE


9/17

1/8/2015 9

Building a Service Blueprint

Step 1

Identify the

process to

be blue-printed.

Step 2

Identify the

customer

orcustomer

segment.

Step 3

Map the

process

from thecustomers

point of

view.

Step 4

Map

contact

employeeactions,

onstage

and back-

stage.

Step 5

Link

customer

and contactperson

activities to

needed

support

functions.

Step 6

Add

evidence

of serviceat each

customer

action

step.


10/17

1/8/2015 10

Application of Service Blueprints

New Service Development concept development

market testing

Supporting a Zero Defects Culture managing reliability

identifying empowerment issues

Service Recovery Strategies identifying service problems

conducting root cause analysis

modifying processes


11/17

1/8/2015 11

Flow Chart

The process flow chart is a primary tools for

developing and describing the conversion

system.


12/17

1/8/2015 12

Front Office / Back Office

Front Office:- Hotel Dinning Room

Back Office:- Hotel Kitchen


13/17

1/8/2015 13

Process Layouts

The way the work is organized.

Eg.:- Process layout for air passenger


14/17

1/8/2015 14

Benchmarking

Benchmarking - a standard by which

something can be measured or judged.


15/17

1/8/2015 15

Benchmarking Process

Determine Parameters to Measure

Determine Data Collection Method

1. Identify Process to Benchmark

Compare Competitors Performance with OrgsPerformance.

Identify Best Competition


16/17

1/8/2015 16

Continue

Identify The Factor Which contribute To ThePerformance Gap

Establish Action Plan to Close Gap

Set Target To Measure Process

Implement Action Plan

Repeat

Monitor Action Against Target


17/17

1/8/2015 17

Thank you

Documents

serviceprocess-