Scribd
Upload
88 views26 pages

Service Management: by Venkatesh.N

Service management involves managing the flow of information, materials, and services from suppliers to customers. A supply chain includes all organizations involved in this process. Characteristics of services include intangibility, inseparability, variability, and lack of ownership. Services are also classified based on industry, target effect, skill level required, and degree of customer involvement. Service encounters are moments of direct interaction between customers and service providers. Service blueprints map out service interactions and processes.

Uploaded by

Santhosh Kumar P
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
88 views26 pages

Service Management: by Venkatesh.N

Service management involves managing the flow of information, materials, and services from suppliers to customers. A supply chain includes all organizations involved in this process. Characteristics of services include intangibility, inseparability, variability, and lack of ownership. Services are also classified based on industry, target effect, skill level required, and degree of customer involvement. Service encounters are moments of direct interaction between customers and service providers. Service blueprints map out service interactions and processes.

Uploaded by

Santhosh Kumar P
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 26

Service Management

By By
Venkatesh.N
Venkatesh.N
Service
>A service is an action of doing something to some
one which is essentially (purely) intangible…

>“Service is an act or performance offered


by one party to another that is essentially
intangible and does not result in the
ownership of anything.”
Supply chain management
Supply chain management is a total
system approach to managing the
entire flow of information, materials,
and services from
raw -materials suppliers through
factories warehouses to the end
customer
Contd…..
 A supply chain is the system of
organizations, people, activities,
information and resources involved
in moving a product or service from
supplier to customer.
 Supply chain activities transform raw
materials and components into a
finished product that is delivered to
the end customer.
Supply chain

Supplier Manufacturer Distributor Retailer Customers


Supply chain management
Characteristics of services
Characteristics
 Intangibility:
It cannot be taste, feel & smell before they are bought
unlike physical product. The intangibility creates a
feeling of uncertainty about the outcome of service.

 Inseparatebility:
Services cannot be separated from the services
provided (we cannot separate the service from the
product) in fact the product delivers consumption of a
service.

Variability:
Services of highly variable. It is almost impossible to
have the same service from the same seller the second
time.
Contd….
 Customer participation:
Service product is not a one side activity customer
are core product of services. The product quality of
services greatly depends upon the ability, skills and
performance of the employees as well as the
activity and performance of the customer.
 No ownership
here we cannot transfer ownership from one
person to other person that particular service
belongs to particular person because its purely
intangible
 Pershability They cannot be stored
Product And Service Marketing Mix
Differences B/W Goods and Services
Goods / Services
Classification of service
 It is required to design & apply marketing techniques
to completely satisfy the customer & increase profit &
identify new emerging services
 Classification can be done on the following basis
 Classification by industry
 Classification by target effect
 Skill level of service provider (professional/Non
professional)
 Labour intensiveness(people-based/ equipment-
based)
 Degree of customer involment
Classification by industry
 Entertainment industry
 Education
 Telecommunication
 Finance & insurance
 Transportation
 Public utilities
 Government services
 Health
 Hospitality industry
 Business services
Classification by target effect
Based on degree of customer involment
 People processing:- service aimed at physical
care Ex:-health care, clinics, restaurants, hospital,
hair stylist, fitness centers.
 Mental Stimulus processing:- services aimed at
mind of customer Ex:-education, information,
entertainment, consulting, psychotherapy.
 Possession processing:- Service aimed at
physical possession & tangible assets Ex:- repair
& maintance, Laundry, repair Services, House
cleaning services
Contd….
 Information processing:- service for
tangible assets Ex:- banking legal
consultation, brokerage , financial
service.
 Skill level of service provider:-
 Teacher
 Doctor
 Engineer
 Accountant
Lobour Intensiveness
 Mechanic
 Electrician
 Labour
 Plumber
 Artisan
Degree of customer contact
 Highdegree (every day)-TV channels,
Mobile etc…..

 Moderate Degree(regular)- teacher,


barber, washer man etc…

 Lowdegree(occasional)-priest, doctor
etc…
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“
Service encounters are transactional
interactions in which one person (e.g., a
vendor, office clerk, travel agent)
provides a service or good (e.g., a
product, an appointment, airline tickets)
to another person.
Service blueprint
 The blueprint is an operational tool
that describes the nature and the
characteristics of the service
interaction in enough detail to
verify, implement and maintain it.

You might also like