Unit 2
Service Strategy
Service Operation and Management
, Service Strategy -Concept
• A service strategy is more customer-centric and is centered on the usage of custom
and their relationships. Many of the service sectors such as hospitality healthcare
transportation our offerings of themselves and also the primary revenue-generatin
activities of the respective companies Selecting and adopting the best practice as
recommended in this course will assist organizations in delivering significant benefi
Support the ability to link activities performed by the service provider to outcomes
that are critical to internal or external customers. As a result, the service provider w
be seen to be contributing to the value (and not just the costs) of the organization.
• Enable the service provider to have a clear understanding of what types and levels
service will make its customers successful and then organize itself optimally to deli
and support those services.
• The service provider will achieve this through a process of defining strategies and
service, ensuring a consistent, repeatable approach to defining how value will be b
and delivered that is accessible to all stakeholders.
,• Enable the service provider to respond quickly and effectively to changes in the
business environment, ensuring an increased competitive advantage over time.
• Support the creation and maintenance of a portfolio of quantified services that
enable the business to achieve a positive return on its investment in services.
•
• Facilitate functional and transparent communication between the customer and
the service provider, so that both have a consistent understanding of what is
required and how it will be delivered. Service Strategy is about ensuring that
organizations are in a position to handle the costs and risks associated with thei
Service Portfolios, and are set up not just for operational effectiveness but also f
distinctive performance. Decisions made concerning Service Strategy have far-
reaching consequences including those with a delayed effect.
, Characteristics of Services operation
• Intangibility: A service is not a physical product that can touch or see. A serv
can be experienced by the buyer or the receiver. Also, you cannot judge the
quality of the service before consumption.
• Inconsistency: There can be no perfect standardization of services. Even if th
service provider remains the same, the quality of the service may differ from
time to time.
• Inseparability: One unique characteristic of services is that service and the
service provider cannot be separated. Unlike with goods / product the
manufacturing and the consumption of services cannot be separated by
storage.
• Inventory (less) : Services are perishable and cannot be store for a future u
That is , service providers can store some associated goods but not the servi
user, Being an intangible transportation there can never be an inventory of
services.
Service Strategy
Service Operation and Management
, Service Strategy -Concept
• A service strategy is more customer-centric and is centered on the usage of custom
and their relationships. Many of the service sectors such as hospitality healthcare
transportation our offerings of themselves and also the primary revenue-generatin
activities of the respective companies Selecting and adopting the best practice as
recommended in this course will assist organizations in delivering significant benefi
Support the ability to link activities performed by the service provider to outcomes
that are critical to internal or external customers. As a result, the service provider w
be seen to be contributing to the value (and not just the costs) of the organization.
• Enable the service provider to have a clear understanding of what types and levels
service will make its customers successful and then organize itself optimally to deli
and support those services.
• The service provider will achieve this through a process of defining strategies and
service, ensuring a consistent, repeatable approach to defining how value will be b
and delivered that is accessible to all stakeholders.
,• Enable the service provider to respond quickly and effectively to changes in the
business environment, ensuring an increased competitive advantage over time.
• Support the creation and maintenance of a portfolio of quantified services that
enable the business to achieve a positive return on its investment in services.
•
• Facilitate functional and transparent communication between the customer and
the service provider, so that both have a consistent understanding of what is
required and how it will be delivered. Service Strategy is about ensuring that
organizations are in a position to handle the costs and risks associated with thei
Service Portfolios, and are set up not just for operational effectiveness but also f
distinctive performance. Decisions made concerning Service Strategy have far-
reaching consequences including those with a delayed effect.
, Characteristics of Services operation
• Intangibility: A service is not a physical product that can touch or see. A serv
can be experienced by the buyer or the receiver. Also, you cannot judge the
quality of the service before consumption.
• Inconsistency: There can be no perfect standardization of services. Even if th
service provider remains the same, the quality of the service may differ from
time to time.
• Inseparability: One unique characteristic of services is that service and the
service provider cannot be separated. Unlike with goods / product the
manufacturing and the consumption of services cannot be separated by
storage.
• Inventory (less) : Services are perishable and cannot be store for a future u
That is , service providers can store some associated goods but not the servi
user, Being an intangible transportation there can never be an inventory of
services.
