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Module 4 Service Delivery System

It is about the components of a service, benefits of delivering excellent customer service and the different models of service delivery

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Rosalie Marzo
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147 views

Module 4 Service Delivery System

It is about the components of a service, benefits of delivering excellent customer service and the different models of service delivery

Uploaded by

Rosalie Marzo
Copyright
© © All Rights Reserved
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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BACHELOR IN PUBLIC ADMINISTRATION

Online Learning Module


on SERVICE DELIVERY SYSTEM

Module 4

Components of a Service
Benefits of Delivering Excellent Customer Service
Models of Service Delivery

Submitted by:

ROSALIE M. CATU
Faculty Member
MODULE 4

SCOPE:
This module consists of the following lessons:
1. Components of a service;
2. Benefits of delivering excellent customer service; and
3. Models of Service Delivery.

OBJECTIVES:
After completing the lessons, you will be able to:
1. Enumerate and discuss the components of a service;
2. Discuss the benefits of delivering excellent customer service; and
3. Identify the different models of service delivery.

INTRODUCTION:

A service is a means of delivering value to customers by facilitating


outcomes that customers want to achieve without the ownership of specific
costs and risks. It is something that meets a need or fulfill a demand. It
consider and potentially measure the level design and delivery success.

Four main components of a service

1. Physical Product
2. Service Product
3. Service Environment
4. Service Delivery
FOUR COMPONENTS OF A SERVICE

 Physical Product

The physical product is whatever the organization transfers to


the customer that can be touched. It is a tangible and physically
real. Examples are houses, automobiles, computers, books, hotel soap
and shampoo, and food. As with the rest of the service offering,
product design must be customer-oriented.

 Service Product

The service product is the core performance avail by the


customer, the flow of events designed to provide a desired outcomes.
It refers to the part of the experience apart from the transfer of
physical goods and typically includes interactions with the firm’s
personnel.

 Service Environment

The service environment can also signal the intended market


segment and position the organization. The service environment is
the physical backdrop that surrounds the service, sometimes referred
to as a “service-cape.”

For example, a restaurant near a university campus might signal


that it is catering to college students by putting college
memorabilia and pictures of students on the walls. The spatial
location can also influence customer satisfaction.
 Service Delivery

The service delivery refers to what actually happens when


customers buy the service. The service product defines how the
service works in theory, but the service delivery is how the service
works in actual practice. We often hear the adage “Plan your work,
and work your plan.” The service product is the result of “planning
your work” and the service delivery is the result of “working your
plan.”

A government is put into power by the people and is supposed to


serve and be the voice of its citizens. Businesses in the private sector
continue to place greater importance towards improving their customer
support. The people are starting to increase their expectations on how
services should be delivered by the government? Pampered by efficient and
proactive customer support, they are beginning to realize the large
disparity between the quality of support in the public and private sectors.

Benefits of Excellent Service

1. Better service benefits everyone

In private sector, customer service is a top priority because


unhappy customers tend to purchase less or churn resulting in
significant revenue loss. In government, bad customer service
results in frustration when trying to obtain information.

2. Winning the Majority Vote

Happier customers are less likely to end their relationship


with your business. It works the same way for governments.
Providing great customer service might just be the key to winning
over the majority vote. Being responsive and timely in providing
helps makes citizens feel as though you are dedicated to fulfilling
their needs and are always there to hear them out.

3. Greater workforce productivity

If one of the main goals of the government is to boost the


long-term growth of a nation, then maintaining or increasing
productivity rate is crucial. Fulfilling your commitments as a
citizen, is already challenging and time consuming without the need
to add poor customer service into the mix.
4. Attracting investments

Investments play an integral role in helping economic growth and


investors are usually attracted to countries with efficient and stable
government systems. Good customer service can help attract investments by
reducing the cost of business.

Citizens are shareholders of the country and its government. Thus,


government should prioritize great customer service. Indeed, high quality
customer service is an indicator of a well-performing government.

The government can still improve their service to the public by


providing survey to the customer, upgrade their system and processes, and
improve their facilities in order for them to have a good service delivery
to the public.

Models of Service Delivery

 Health Service delivery for rural and remote areas;


 Integrated primary care;
 Acute/hospital care;
 Patient transport;
 Outreach service; and
 Electronic health services and the policies that support them.

Three Models of Human Service Delivery

Human Service Delivery is the human service profession is one


which promotes improved service delivery systems by addressing not only
the quality of direct services, but also by seeking to improve
accessibility, accountability, and coordination among professionals and
agencies in service delivery.

 The Medical Model- looks at symptoms, illness and sickness


 The Public Health Model- looks at how illness affects population
and focus is on education, prevention and nutrition
 The Human Service Model – Looks at the client and their
environment.
EVALUATION/OUTPUT

1. Enumerate and explain components of a service;


2. Discuss the benefits of excellent service delivery to the public; and
3. Identify different models of service delivery.

(Printed material for email or UDMoodle class)

REFERENCES:

1. Cardoso, Jorge; Fromm, Hansjörg; Nickel, Stefan; Satzger, Gerhard; Studer, Rudi; Weinhardt,
Christof (2015). Fundamentals of Service Systems. Service Science: Research and Innovations in
the Service Economy (1st ed.). Springer. ISBN 9783319231945.
2. ^ Riordan, John (1962). Stochastic Service Systems. New York: Wiley. pp. x + 139 pp.
Illus. Anyone seeking an introduction to queueing theory...

3. ^ Morse, P. M. (7 September 1962). "Book review: Stochastic Service Systems by John


Riordan". Science. 137 (3532): 742. doi:10.1126/science.137.3532.742-a.

4. Jorge Cardoso, Hansjörg Fromm, Stefan Nickel, Gerhard Satzger, Rudi Studer, Christof
Weinhardt (2015), Fundamentals of Service Systems, Springer.
5. Cardoso, J.; Lopes, R. and Poels, G. (2014), Service Systems: Concepts, Modeling, and
Programming, Springer.
6. Alter, S. (2013) “Work System Theory: Overview of Core Concepts, Extensions, and
Challenges for the Future,” Journal of the Association for Information Systems,
14(2), pp. 72–121.
7. Cardoso, J.; Pedrinaci, C.; Leidig, T.; Rupino, P. and Leenheer, P. D Open semantic
service networks. In The International Symposium on Services Science (ISSS
2012), pages 1–15, Leipzig, Germany, 2012.
8. Chase (1981) The Customer Contact Approach to Services: Theoretical Bases and
Proactical Extensions. Operations Research. 21(4)
9. Cook, Goh, and Chung (1999) Service Typologies: A State of the Art Survey. Production
and Operations Management. 8(3).
10.Karni and Kaner (2006) An engineering tool for the conceptual design of service systems.
In Advances in Service Innovations, edited by Spath and Fahnrich. Springer. NY.
11.Lusch, Vargo, and Malter (2006) Marketing as Service-Exchange: Taking a Leadership
Role in Global Marketing Management. Organizational Dynamics. 35(3).
12.Normann (2004) Reframing Business: When the Map Changes the Landscape. Wiley.
New York, NY.
13.Quinn and Paquette (1990) Technology in Services: Creating Organizational Revolutions.
MIT Sloan Management Review. 31(2).
14.Ross, Jeanne; Weill, Peter; Robertson, David C. (2006). Enterprise Architecture As
Strategy: Creating a Foundation for Business Execution. Harvard Business
Review Press. ISBN 978-1591398394.
https://en.wikipedia.org/wiki/Service_system
https://www.crab.rutgers.edu>Chap4TheServiceDeliverySystem.ppt
https://www.slideshare.net.>plannning service delivery system
https://www.scribd.com>presentationServiceDeliverySystem/
CustomerSatisfaction/Employment-Scribd
https://dirp4.pids.gov.ph/ris/dps/pidsdps0937.pdf

BIBLE:

PSALM 40:2
HE LIFTED ME OUT OF THR SLIMY PIT, OUT OF THE MUD AND MIRE; HE
SET MY FEET ON A ROCK AND GAVE ME A FIRM PLACE TO STAND.

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