|
What is meant by Services ?
A SERVICE IS AN ACTIVITY OR A SERIES OF ACTIVITIES OF MORE OR
LESS INTANGIBLE NATURE THAT NORMALLY,NOT NECESSARILY, TAKES PLACE IN
INTERACTIONS BETWEEN THE CUSTOMER & EMPLOYEE/ PHYSICAL RESOURCE OF
SERVICE PROVIDER, WHICH ARE PROVIDED AS SOLUTION TO CUSTOMER PROBLEMS
|
|
Mention some example for service sector
Hospital, banking, airlines, Post office , Railway
|
|
What are the main Characteristics of Services
Intangibility, Variability , Perishability inseparability
|
|
What is the main difference between manufacturing goods and
services
Manufacutring goods needs separate theories and concepts to
boost the product ie minimize the cost and maximize the production
Each service characteristic has specific marketing
implications and its own theory to provide better service to common public
|
|
What are the Nine P s in service management
1.Product elements
2.Positioning Strategy
3.Promotion and education
4.Physical evidence
5.Place, cyberspace, and time
6.Price and other user costs
7.People
8.Process
9. Productivity and quality
|
|
What are the main factors related with services
Product
Price
Place
Promotion
People
Process
Physical Evidence
Productivity & Quality
|
|
The major things to improve the quality of service
Services need to be managed properly
A proper forum to be created to discuss the service issue with
customers
Continuous effort to be taken to improve the quality of
service from staff and management
Development of innovative idea to provide a better service to
customer
|
|
Specification of services
Service Consumer Benefits
Service-specific Functional Parameters
Service Delivery Point
Service Consumer Count
Service Delivering Readiness Times
Service Consumer Support Times
Service Consumer Support Languages
Service Fulfillment Target
Service Impairment Duration per Incident
Service Delivering Duration
Service Delivery Unit
Service Delivering Price
|
|
The services
companies may serve as a basic management system, which contains the
following subsystems
Project Management System
(Corporate Knowledge Management System
Reports and Records Management System
Strategic Management System
Risk Management System
HR Management System
Customer Relationship Management System
Supply Management System
|
|
Prepared by S
jayachandran , SA , Divisional Office , Mavelikara-690101
|
No comments:
Post a Comment