Download - Service process
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Service Process
Presented By:-Presented By:- Prashant KumarPrashant Kumar
Pankaj KumarPankaj Kumar
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Process
Processes involve the procedures, tasks, schedules, mechanisms, activities and routines by which a service is delivered to the customer.
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FACTOR IMPORTANT IN SERVICE PROCESS DESIGNING AND
INPLEMENTATION
• SERVICE ITSELF
• CUSTOMER PARTICIPATION
• DEGREE OF CUSTOMER CONTAC
• LOCATATION OF SERVICE DELIVERY
• COMPLEXITY OF SERVICE
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New Service Development Cycle
• Service design and testing• Process and system design and testing• Marketing program design and testing• Personnel training• Service testing and pilot run• Test marketing
People
Technology Systems
Product
Full Launch Development
Design Analysis
Org
aniz
atio
nal
Con
text Team
s
Tools
Enablers
• Formulation of new services objective / strategy• Idea generation and screening• Concept development and testing
• Business analysis• Project authorization
• Full-scale launch• Post-launch review
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SERVICE PROCESS PLANNING
• BASIC TECHNOLOGICAL DECISION• MATERIALS DECISION• SPECIFIC EQUIMENT DECISION• PROCESS FLOW DECISOIN BLUE PRINTS BLUE PRINTS
FOW CHARTFOW CHART FRONT OFFICE\ BACK OFFICE FRONT OFFICE\ BACK OFFICE
LAYOUTLAYOUT BENCH MARKBENCH MARK
• PEOPLE DECISION
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Service Mapping/BlueprintingService Mapping/Blueprinting
Service blueprint is basically a flowchart of the service process. It is a map in which all the element or activities, their sequencing and interaction can be visualize.
ServiceMapping
Process
Points of Contact
Evidence
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Service Blueprint ComponentsService Blueprint Components
CUSTOMER ACTIONS
line of interaction
“ONSTAGE” CONTACT EMPLOYEE ACTIONS
line of visibility
“BACKSTAGE” CONTACT EMPLOYEE ACTIONS
line of internal interaction
SUPPORT PROCESSES
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Overnight Hotel StayOvernight Hotel StaySU
PPO
RT P
RO
CESS
CO
NTA
CT P
ER
SO
N
(Back
Sta
ge)(
On S
tage)
CU
STO
MER
HotelExteriorParking
Cart for Bags
DeskRegistrationPapersLobbyKey
ElevatorsHallwaysRoom
Cart for Bags
RoomAmenitiesBath
Menu DeliveryTrayFoodAppearance
Food
BillDeskLobbyHotelExteriorParking
Arriveat
Hotel
Give Bagsto
BellpersonCheck in Go to
RoomReceive
BagsSleep
Shower
CallRoom
Service
ReceiveFood
EatCheck out
andLeave
Greet andTakeBags
ProcessRegistration
DeliverBags
DeliverFood
ProcessCheck Out
Take Bagsto Room
TakeFoodOrder
RegistrationSystem
PrepareFood
RegistrationSystem
PH
YSIC
AL
EV
IDEN
CE
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Building a Service BlueprintBuilding a Service Blueprint
Step 1
Identify the process to be blue-printed.
Step 1
Identify the process to be blue-printed.
Step 2
Identify the customer or customer segment.
Step 2
Identify the customer or customer segment.
Step 3
Map the process from the customer’s point of view.
Step 3
Map the process from the customer’s point of view.
Step 4
Map contact employee actions, onstage and back-stage.
Step 4
Map contact employee actions, onstage and back-stage.
Step 5
Link customerand contact person activities to needed support functions.
Step 5
Link customerand contact person activities to needed support functions.
Step 6
Add evidence of service at each customer action step.
Step 6
Add evidence of service at each customer action step.
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Application of Service BlueprintsApplication of Service Blueprints
• New Service Development• concept development
• market testing
• Supporting a “Zero Defects” Culture• managing reliability
• identifying empowerment issues
• Service Recovery Strategies• identifying service problems
• conducting root cause analysis
• modifying processes
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Flow Chart
The process flow chart is a primary tools for developing and describing the conversion
system.
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Front Office / Back Office
• Front Office:- Hotel Dinning Room
• Back Office:- Hotel Kitchen
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Process Layouts
The way the work is organized.
Eg.:- Process layout for air passenger
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Benchmarking
Benchmarking - a standard by which something can be measured or judged.
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Benchmarking Process
Determine Parameters to Measure
Determine Data Collection Method
1. Identify Process to Benchmark
Compare Competitor’s Performance with Org’s Performance.
Identify Best Competition
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ContinueIdentify The Factor Which contribute To The Performance Gap
Establish Action Plan to Close Gap
Set Target To Measure Process
Implement Action Plan
Repeat
Monitor Action Against Target
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Thank you