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    How To Overcome Bottle Neck

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    heloo world
    The document discusses distinctive characteristics and elements of service operations. It outlines structural elements like delivery systems, facility location and design, and capacity planning. It also covers managerial elements such as service encounters, quality, managing capacity and demand, and using information.

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    How To Overcome Bottle Neck

    Uploaded by

    heloo world
    9 views6 pages
    The document discusses distinctive characteristics and elements of service operations. It outlines structural elements like delivery systems, facility location and design, and capacity planning. It also covers managerial elements such as service encounters, quality, managing capacity and demand, and using information.

    Original Description:

    technique to overcome bottle neck

    Original Title

    how to overcome bottle neck

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    The document discusses distinctive characteristics and elements of service operations. It outlines structural elements like delivery systems, facility location and design, and capacity planning. It also covers managerial elements such as service encounters, quality, managing capacity and demand, and using information.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    9 views6 pages

    How To Overcome Bottle Neck

    Uploaded by

    heloo world
    The document discusses distinctive characteristics and elements of service operations. It outlines structural elements like delivery systems, facility location and design, and capacity planning. It also covers managerial elements such as service encounters, quality, managing capacity and demand, and using information.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 6

    Distinctive Characteristics of Service Operations

    Add yourself
    • Inseparability (person and service)
    • Fluctuating Demand: seasonal
    • Service quality is not statistically measurable( metric or km etc.)
    • Pricing of Services as (Perisability)
    Service Design Elements
    - Delivery System
    Structural Elements Facility Location

    Facility Design

    Capacity Planning

    Service Encounter

    Quality
    Managerial Elements
    Managerial Capacity and Demand
    Information
    Structural Elements
    • The decisions pertaining to structural elements are of strategic in nature, which
    have to be planned considering long-time horizon while designing service
    delivery system. These structural elements are presented below.
    • Delivery System
    • Front & back office operations
    • self-service technologies or other
    • Customer participation or not
    • Facility Design
    • Size of facility
    • Aesthetics and ambience
    • Layout and expansion consideration
    Structural Elements cont.
    • Facility Location
    • Customer demographics (No, Size, Gender etc.)
    • Single versus multiple sites ( at a time one two or more)
    • Site characteristics (In all areas)
    • Service concepts and objectives of service delivery (why )
    • Capacity Planning
    • Managing waiting lines (Que)
    • Accommodating average and / or peak demand (max. ,min.)
    • Service –line balancing (properly flow)
    Structural Elements
    • The decisions pertaining to structural elements are of strategic in nature, which
    have to be planned considering long-time horizon while designing service
    delivery system. These structural elements are presented below.
    • Delivery System
    • Front & back office operations
    • self-service technologies or other
    • Customer participation or not
    • Facility Design
    • Size of facility
    • Aesthetics (philosophy of bearty) and ambience (surrounding
    influence)
    • Layout and expansion consideration
    Managerial Elements
    • Once structural elements are in place, service organization take into account the
    activities require personal interaction or virtual interaction with the customer as a
    service encounter. It is important to consider managerial elements while designing
    service which can improve customer interaction and service quality at the same time
    provide hassle free service with less waiting time. Such elements are discussed
    below.

    • Service Encounter
    • Face to face Characteristics of service provider, employees & customer

    • Quality
    • Minimizing gaps between customer expectation and perceptions

    • Managing capacity and demand


    Assessing own strength with customer’s demand

    • Information
    • Reliable and relevant feedback System

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