Professional Documents
Culture Documents
Managements view:
Responsible for delivering benefits that we cannot see or touch Through staff who may be remote from us and with the support (or otherwise) of customers.
James Stanworth NCKU 05/2005
Delivering what the customer values - The service delivery system (SDS)
Where the final assembly of the elements takes place and the product is delivered to the customer. (Christopher Lovelock)
All apparatus physical and procedural required by front-line and support staff.
A SDS should:
Customer friendly Employee friendly and Incorporate a feedback loop
Customer friendly?
An example: Harrods Department store, London.
For a long time the store closed at 6 p.m. But customers had to buy their goods before 5.45 p.m. Why? So all staff could go home at the same time.
An exercise
Step 1. Get into groups and think of a service failure. Step 2. Who did you complain to? Step 3. What might have caused the problem? It might have been caused by
A) B) C)
Employee friendly
Often service failures are caused by delivery systems not supporting, or even making it hard for staff to deliver service.
Feedback loop
It should be easy to give feedback. Tarp research less than 5% complaints reach head-office Important to close-the-loop.
James Stanworth NCKU 05/2005
Back stage
Line of visibility what should the customer see? Line of internal physical interaction staff-to-staff contact. Line of internal IT interaction
James Stanworth NCKU 05/2005
Customers clothes are damaged from the brown water ask for proof Big form to fill-up. Have to wait a long-time for the money to come.
5. 6.
Plotting the future C.O.S. Identifying particular positive MOTs to delight the customer. 7. Eliminating negatives to deliver the positives.
Example of removing 2 negative MOTs and making a MOT to delight the customer
The workman asked how long she needed the water. He turned on the water again for 15 minutes. Changed his meal time for the customers convenience.
Exercise
In your groups please discuss the merits of both approaches. A few ideas:
Whose perspective does each approach adopt? What is the aim of these two techniques (outcome)? etc.
Start with an approach, like the cycle of service, then move to use flowcharting.
James Stanworth NCKU 05/2005
Some Offices lot of contact thro phone Take waste water away