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    Bala Sam
    The document discusses key concepts in service management including service blueprints, product line approaches, dimensions of quality, SERVQUAL, benchmarking, and walkthrough audits. It defines service blueprints as architectural drawings that show what a finished product will look like. It explains that product line approaches standardize services through division of labor and substitution of technology. It also outlines five key dimensions of quality - reliability, responsiveness, assurance, empathy, and tangibles - and defines reliability and empathy.

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    Sop 2

    Uploaded by

    Bala Sam
    28 views2 pages
    The document discusses key concepts in service management including service blueprints, product line approaches, dimensions of quality, SERVQUAL, benchmarking, and walkthrough audits. It defines service blueprints as architectural drawings that show what a finished product will look like. It explains that product line approaches standardize services through division of labor and substitution of technology. It also outlines five key dimensions of quality - reliability, responsiveness, assurance, empathy, and tangibles - and defines reliability and empathy.

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    The document discusses key concepts in service management including service blueprints, product line approaches, dimensions of quality, SERVQUAL, benchmarking, and walkthrough audits. It defines service blueprints as architectural drawings that show what a finished product will look like. It explains that product line approaches standardize services through division of labor and substitution of technology. It also outlines five key dimensions of quality - reliability, responsiveness, assurance, empathy, and tangibles - and defines reliability and empathy.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    28 views2 pages

    Sop 2

    Uploaded by

    Bala Sam
    The document discusses key concepts in service management including service blueprints, product line approaches, dimensions of quality, SERVQUAL, benchmarking, and walkthrough audits. It defines service blueprints as architectural drawings that show what a finished product will look like. It explains that product line approaches standardize services through division of labor and substitution of technology. It also outlines five key dimensions of quality - reliability, responsiveness, assurance, empathy, and tangibles - and defines reliability and empathy.

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    Attribution Non-Commercial (BY-NC)
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    Download as doc, pdf, or txt
    of 2

    1.

    Service blueprint:

    When a building is developed , the design Is captured on architectural


    drawings called blueprint, because the reproduction is printed on special
    paper creating ble lines. These blueprints shows what the product should
    look like and all the specifications needed for its manufacture.

    2. Product line Approach:

    • Limited discretionary action of personnel

    • Division of labour

    • Substitution of technology for people

    • Service standardization

    3. Drawbacks of cust participation

    When customers fail to perform their required tasks successfully, employees may find it hard or
    even impossible to deliver desired outcomes.

    Some service organizations fail to educate their customers on how to effectively participate in the
    service system. As a result, these unknowledgeable customers may slow down the service process
    leading them to feel less satisfied with the service.

    4. Customer value eqn

    Value = results produced for the customer+ process quality/ price to the customer + cost of
    acquiring the service

    5. Quality

    Customer-Based - Fitness for use, meeting customer expectations.

    Manufacturing-Based - Having no defects.

    6. Service encounter

    A service encounter is a period of time during which customer interact directly with a service. It
    is also called as "Moment of Truth" .

    7. Division of labour

    Product line approach suggest that total job broken down into groups of simple task. Eg not
    every one in the mcdonalds needs to be cook. Further division of labour allows one to pay only
    for the skill that is required to perform the task.

    8. Dimensions of quality

    Reliability , responsiveness, assurance, empathy, tangibles.


    9. Reliability

    The ability of a system or component to perform its required functions


    under stated conditions for a specified period of time. Ability to perform
    promised service both dependably and accurately.

    10. Empathy:

    The provision of caring , individualized attention to customer . it includes


    foll features approachability, sensitivity, effort to understand the
    customer needs.

    11. Servqual

    For measuring 5 dimensions of service quality such as reliability,


    responsiveness, assurance, empathy, tangibles.
    12. Benchmarking

    Benchmarking is the process of comparing one's business processes and


    performance metrics to industry bests and/or best practices from other
    industries. Dimensions typically measured are quality, time, and cost.

    13. Service gap

    Market research, design, conformance, communication, customer


    satisfaction.

    14. Walkthrough audit

    It is a customer focused survey to uncover areas of improvement. 1st step


    in designing WTA is the preparation of customer flowchart of cust
    interaction with the service system.

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