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  • Designing Service Delivery Systems

    Încărcat de

    Pavithra Gowtham
    1K vizualizări31 pagini
    operations managesment

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    operations managesment

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    Attribution Non-Commercial (BY-NC)
    Descărcați ca PPT, PDF, TXT sau citiți online pe Scribd
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    1K vizualizări31 pagini

    Designing Service Delivery Systems

    Încărcat de

    Pavithra Gowtham
    operations managesment

    Drepturi de autor:

    Attribution Non-Commercial (BY-NC)
    Descărcați ca PPT, PDF, TXT sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    din 31

    Chapter 5

    DESIGNING SERVICE DELIVERY SYSTEMS


    Terry Hill

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    OVERVIEW
    DIMENSIONS that affect appropriate delivery system DISTINCTIVE CHARACTERISTICS of service operations FACTORS involved in service delivery Service delivery system DESIGN Service PROFILING REFLECTIONS

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    DISTINCTIVE CHARACTERISTICS OF SERVICE OPERATIONS


    Service/product MIX INTANGIBLE nature of services SIMULTANEOUS provision/consumption TIME DEPENDENT capacity Customers as PARTICIPANTS CUSTOMER management PEOPLE skills Effective services are REPRODUCIBLE SITE selection NO PATENTS on services
    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    FACTORS INVOLVED IN SERVICE DELIVERY


    (Categories of service) p 147

    Exhibit 5.3 from page 147

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Overall) SOME KEY POINTS The MARKET provides the external context for the service delivery system The service ENCOUNTER and EXPERIENCE are the essence of the delivery system Customer RETENTION is one of the key aims of the service delivery system

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Detailed)
    PHASE 1 BACK OFFICE or FRONT OFFICE

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Detailed)
    PHASE 1 BACK OFFICE or FRONT OFFICE

    PHASE 2

    The DELIVERY SYSTEM

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Phase 1 - Back office or front office) BACK OFFICE
    No customer contact Easier scheduling Higher processing volumes
    Line of visibility

    FRONT OFFICE Facilities represent organisation Manage queue lengths Ease of customer use Wider staff roles

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Phase 2 - The delivery system) p 154

    Exhibits 5.10 from page 154

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (IT-based and other designs)
    Information technology

    e.g. ATMs and teleworking e.g. travel booking, call centres and grocery shopping

    E-commerce

    Alternative approaches

    e.g. eye microsurgery

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Alternative approach - eye microsurgery) p 161

    Exhibits 5.13 from page 161

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Other issues in system design)
    ENHANCING services Level of customer PARTICIPATION Maximising use of SKILLED staff Level of server DISCRETION

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    Profiling - p 169

    Exhibits 5.10 from page 154

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE PROFILING

    p 170

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE PROFILING

    Exhibits 5.21 from page 169

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    REFLECTIONS

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    REFLECTIONS

    Exhibit 5.23 from page 171

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    DIMENSIONS AFFECTING APPROPRIATE DELIVERY SYSTEMS


    Service COMPLEXITY

    THE MARKET

    The TECHNICAL dimension of what the service comprises The BUSINESS dimension in terms of volume and the market order-winners and qualifiers to be supported
    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    FACTORS INVOLVED IN SERVICE DELIVERY


    The technology/people MIX The NATURE of the services CATEGORIES of services COMPLEXITY of the service VOLUMES MARKET order-winners and qualifiers

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    FACTORS INVOLVED IN SERVICE DELIVERY


    (The technology/people mix)

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    FACTORS INVOLVED IN SERVICE DELIVERY


    (The nature of the service being processed)

    Exhibit 5.2 from page 147

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    OVERALL

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    OVERALL

    DETAILED

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    OVERALL

    DETAILED

    IT-based and OTHER designs


    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Overall)

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (The importance of customer retention)

    Exhibits 5.5 and 5.6 from page 149

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (The importance of customer retention)

    Exhibits 5.7 and 5.8 from page 150

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Phase 1 - Back office or front office)

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Other issues in system design)

    Exhibits 5.18 from page 164

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

    SERVICE DELIVERY SYSTEM DESIGN


    (Other issues in system design)

    Exhibits 5.19 from page 165

    T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X

    AMD Publishing/ Terry Hill 2005

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