Service System Design Matrix
- 1. www.sanjivanimba.org.in Presented By Dr. Niraj Chaudahri Assistant Professor, Sanjivani College of Engineering , Dept.of MBA, Kopargaon 1 Sanjivani College of Engineering, Kopargaon Department of MBA www.sanjivanimba.org.in 203- Operation Management Service System Design Matrix
- 3. www.sanjivanimba.org.in Service System Design Matrix The service system design matrix defines the relationship between sales opportunity and production efficiency measured against the amount of human interactivity.
- 4. www.sanjivanimba.org.in Service System Design Matrix The Service-System Design Matrix is a useful tool for understanding the different elements of a service system. The matrix establishes the relationship between three key factors of service and how these factors relate to service production and delivery. The first factor is the degree of contact between the consumer and the service provider; the second factor is the opportunity for sales (the greater the amount of contact; the greater the sales opportunity); the third factor of the system is production efficiency (services that require a large amount of customization and customer input have lower efficiency).
- 6. www.sanjivanimba.org.in Role of a Customer in Service System • Customers Service are referred to as “partial employees” of the organization. They are human resources who contribute to the organization’s productive capacity. In other words, if customers contribute effort, time or other resources to the service production process, they should be considered as part of the organization. • Customer inputs can affect the organization’s productivity through both quality and quantity of output
- 7. www.sanjivanimba.org.in Customer Role • Customer’s role In developing strategies for addressing customer involvement in service co- creation and delivery, the organization first determines what type of participation is desirable from customers and how the customer wishes to participate. • Customer participation at some level is inevitable in service delivery. Services are actions or performances, typically produced and consumed simultaneously.
- 8. www.sanjivanimba.org.in Role of a Customer in Service System • Quasi –Service:-Low degree of customer contact • Mixed Service:-Medium degree of customer contact . • Pure Service:- High degree of customer Contact
- 9. www.sanjivanimba.org.in Important Aspects of Customer Service • Efficiency of Operations. • Capacity choices. • Location of facilities. • Operation control .
- 11. www.sanjivanimba.org.in Service Blueprinting • Line of interaction • Line of visibility • Front office • Back office