And Service: Designing Managing Processes
And Service: Designing Managing Processes
And Service: Designing Managing Processes
Chapter 8:
Designing and Managing
Service Processes
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Overview of Chapter 8
Self-Service Technologies
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Flowcharting Customer
Service Processes
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Flowcharting Service Delivery
Helps to Clarify Product Elements
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Flowcharts for People and
PossessionProcessing Services
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Flowcharts for Mental Stimulus and
Information Processing Services
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Blueprinting Services to
Create Valued Experiences
and Productive Operations
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Developing a Blueprint (plan or
model)
Developing a Blueprint
Identify key activities in creating and delivering service
Define “big picture” before “drilling down” to obtain a higher level
of detail
Advantages of Blueprinting
Differentiate between “frontstage” and “backstage”
Clarify interactions and support by backstage activities and
systems
Identify potential fail points; take preventive measures
Pinpoint stages where customers commonly have to wait
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Blueprinting the Restaurant
Experience: A Three-Act
Performance
Act 1: Prologue(introduction) and Introductory Scenes
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Improving Reliability of Processes
Through Fail-Proofing
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Setting Service Standards and
Targets
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Setting Service Standards and
Targets
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Setting Standards and Targets for
Customer Service Processes
• Responsiveness
• Reliability Processing time to
24 hours 80% of all applications
• Competence approve
in 24 hours
• Accessibility applications
• Courtesy
• Communication
• Credibility Creates a Base to Define/Process
Define Service Quality
• Confidentiality Measure Customer Departmental Service
Goals for Staff
• Listening to the Satisfaction Goals
customer
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Redesigning Service
Processes
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Why Redesign?
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Why Redesign?
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Process Redesign: Approaches and
Potential Benefits
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Process Redesign: Approaches and
Potential Benefits
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The Customer as Co-Producer
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Levels of Customer Participation
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Customers as Partial (incomplete)
Employees
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Self-Service Technologies
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Self-Service Technologies (SSTs)
Definition
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Self-Service Technologies (SSTs)
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What Aspects Of SSTs Please Or
Annoy(upset) Customers?
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Putting SSTs to Test by
Asking a Few Simple Questions
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Managing Customer’s
Reluctance(unwillingness) to Change
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Summary
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Summary
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