1st Answer

Introduction: Service design refers to a process where the designers can create
sustainable solutions and optional experiences for both the consumers and the
service providers that are involved. Designers break the services into sections and
adapt-fine-tuned solutions in order to suit all the needs of the users in context- based
on actors, location and other factors:
Concept and Application: Following are the various success factors when the
service design is built and the process of delivery is to be designed. A restaurant
would follow the following service design approach: The outside-in approach- classic
and customer-focused. The project begins on the side of the customer, crosses over
to the employees, touches on the partners, and involves the organization and either
goes one step further into the ecosystem.
The top-down approach, where the change gets driven by the ecosystem, and the
organization would realize it needs to address. Driven by the competitive pressure,
the change would begin within the company, then partners are involved, along with
employees. The inside-out approach is the only one that originates within the
company itself. In today’s reality, this is possible with the involvement of partners,
and so, a restaurant that delivers food to the customers needs to follow this
approach.
Following are the success factors when the service design is built and the process of
delivery:
Focus on the customer: It is important to look at this from the perspective of the
customer. Even before the consumer would decide to pen down the processes, the
first thing that has to be mapped out is the journey of the customer, the different
touchpoints that a consumer may have while they interact with the company to
experience the product/service.
The idea is to consider the consumer journey throughout the service, and this is
done with a focus on the needs of consumer and the anticipations of them during the
journey. The process must focus on providing value without being unrequired or too
complicated.
It is important to look for pain points within the journey of the consumer and also
important to think of ways to ensure improvement to the experience. The restaurant
manager needs to look at the parts of the process that may be interfering with the
satisfaction of the overall experience. It is important to consider asking for consumer
feedback to narrow down the pain points.

When establishing process with respect to “what to do” and “how to do”, one may
make use of the SERVQUAL model in order to understand the anticipation of the
consumer before they translate them into the specification or process of service
quality.

Consider the sequence: When determination of the consumer journey is done, and
all the steps are taken to conduct the service, it is important to consider the
sequence. The service would involve the steps that have been connected and
performed in order. It is important to detail that and involve it within the process.

So, instead of simply listing steps that make up the process, list them in order and
how they are handed off from one member of the team to the next. For instance, a
process in a restaurant could specify:

 Welcoming, greeting and seating the customer

 Introduction of server and the menu/specials of the day
 Taking the order
 Serving the order
 Taking feedback/asking for repeats
 Clearing the order
 Billing
 Farewell

Creating an effective process would involve laying out on the steps that would make
up a service. It may include adding steps, and it must also include taking away
actions that don’t add value or that detract from the customer experience. For
instance, an action that make a guest jump must be removed to improve the
experience.

Also, it is important to take away actions that make carrying out the service more
difficult for the members of the staff.

The process must focus on simplicity and only what is necessary.

3. Consider Each Staff Role Within the Service: Executing each service in a
different manner would depend on various roles within the company, both front stage
as well as backstage. It is important to determine which role would be responsible for
which part of the service, and how that role needs to be conducted. Provided each
role, a specific part of the process would create ownership within that role, and also
responsibility to conduct and be accountable for that stage of the process. Since
conducting that service would involve various roles, it can be beneficial to gain
feedback on the processes from the members of the team in those roles. This
involves various levels of staff members.

Flexibility: Back-end process must be rigid. When they set them up, it is important
to keep in mind the efficiency and effectiveness to set up the process to be
performed in the simplest manner. However, with front end processes that include
the customer, it is important to remember that it is a human interaction, guidelines
are established and as far as the process is concerned and allows for flexibility, it is
important to enable the staff to adapt to the situation.

Conclusion: It is possible to conduct a service without any specific, laid-out

processes or with a vague process. However, in such a case, the inevitable result is
that the outcome would be inconsistent and sub-par, and this creates low variable
satisfaction. By creating clear, specific processes that incorporate every part of a
service, organizations establish a guideline to ensure consistency in service, meeting
customer expectations and creating satisfaction.

2nd Answer

Introduction: Service engineers are responsible in order to maintain and correct the
products that have been sold. They provide off-site corrective and preventive
maintenance and other after-sales solutions of technical support. These engineers
are the ones interacting with the customers to render information and procedures in
order to address the inquiries, concerns and requests to their products and services.
It is a well-established industry, however, with rising modernization and processes of
digitization, the sector is transforming along. Because of this, new technologies,
techniques and work tools have entered the field. The first method is SERVQUAL
model.
It is the most common method in order to measure the subjective elements of the
service quality. With the help of a survey, the educational institutions can ask their
students/audience to rate the delivered service as compared to their expectations.
SERVUAL model has 5 important elements:
Tangibles: For an educational institution, it involves the modern equipment facilities,
ease of access, visually appealing environment, support services.
Competence: It includes sufficient staff, theoretical knowledge, qualifications,
practical knowledge and up to date, teaching expertise and communication.
It also involves the attitude to understand the needs of the students, willingness to
help, availability for guidance and advisory, providing personal attention and
courtesy.
Content: It is important that the content is relevance to the curriculum to the future
job of the students, effectiveness, which contains primary knowledge skills and
completeness, making use of the computer, communication skills and team effort.
Delivery: It involves effective presentation, sequencing, timeliness and consistency
in operations, gaining feedback from the students and encouraging the students to
understand each and every concept properly.
Reliability: It involves trustworthiness, providing valid award and maintaining the
promises, ensuring that the actions match the goals, complaints and doubts from
students are handled and problems are solved.
Assurance: This involves the level of knowledge and skills of the
teachers/professors and how politely and articulately they explain what they know to
the students. It also involves their ability to create trust and confidence in the
students.
Empathy: It involves understanding to what extent the teachers and professors the
teachers/professors care and provide individual attention to each and every student.
Responsiveness: How quickly can they respond to the questions, doubts and
queries from the students? It also involves the ability of the teachers and faculty to
solve complex doubts and queries in a simple way that is easily understood.
Follow-up survey: With this technique, the teachers/employees can ask their
customers to rate the quality of service with the help of an email survey. This can be
done through in-lecture forms or offline forms after the lecture. One of the strongest
advantages is that it provides the customers enough time and space for much more
detailed responses. The institution can send a SERVQUAL type, with multiple
questions instead of one. It also renders a much more holistic view of the service.
With the help of the follow-up survey, it helps to measure the overall opinion of all the
students of the service provided by the teaching faculty.
However, it has some drawbacks. It doesn’t allow the educational institution to seek
one-to-one feedback. Nobody has been waiting for more emails, especially the ones
that don’t promise any benefit for the receiver. With a follow-up survey, it is possible
that the service experience would be less fresh in mind. The customers may have
forgotten regarding the experience entirely, or they could be confused.
Contact resolution ratio: It takes places when a customer reaches out to support
with a doubt or an issue, and they receive a response or their problem is solved
immediately in the first session. It is a metric that can be highlighted because of its
direct positive impact on the satisfaction of the customer. In order to calculate this
metric, the number of issues/doubts/queries by the students which have been
resolved through a single response by the number that required more responses.
Also, the customer channel has a strong influence. In order to ensure that the
contact resolution ratio is effective, website chat is the best channel that would help
to start a conversation because of its low-barrier nature.
Conclusion: So, it can be concluded that in order to evaluate the service quality,
SERVQUAL model would help to evaluate the responsiveness, tangibility, reliability,
assurance, empathy of the service personnel that teaches/mentors the students.
Follow-up surveys are very effective as this helps to seek feedback from the
students in the most genuine and authentic way, and this would help the institution to
improve their services. Contact resolution ratio would be effective as it would help
the institution to see how quickly and how well they can respond to real-time queries
and complaints.
3rd Answer
3a.
Introduction: Delivery of health services would occur in a dynamic environment with
the ever-changing anticipations of community, priorities of government and
advancement in technology. The health budgets are constrained, and still there are
pressures and demands on the public sector system of health.
Much of the pressure on the future system of health would result from the ageing of
the population and the rising of chronic diseases.
In this context, it is important that the services are well-planned and have the
capacity to respond to the evolving changes in order to meet the needs of
community.
Concept and Application: Changing populations and needs of population:
Assembling population characteristics and anticipated changes in these would guide
the most appropriate response of service.
In a similar way, by identification the population risk factors that often contribute to
different issues of health, services are designed to reduce these risks that are
targeted groups of population.
Emerging clinical evidence and technologies: Understanding and assessment of the
potential impact of advances in evidence and technologies enables them to inform
the way future services have to be organized and delivered.
This involves being aware of changes in the knowledge and the understanding of the
diseases and trends of diseases, techniques of treatment and models of service
delivery.
Projecting the future need of service: Understanding of the future demand for
service, and this is influenced by the change in population, patterns of disease and
treatment technologies – and this is an important element of service planning of
health. By assessment of how the demand may grow or decline, the decision
regarding the future service development is better informed.
Prioritization of allocation of resources: The resources available to invest in health
services have been limited. Health service planning often enables to identify the
resources of health service that is required to fulfil the health needs.
It can identify health service resources that are needed to meet the needs of health.
The prioritization of needs of health and service issues identified through a rigorous
health service planning process would support resources that have been directed
towards areas of huge interest.
Improving service efficiency: Health service planning often explores alternative
service options that can often optimize the arrangements of service delivery to
manage the rising demand.
Advances in treatment options and in the delivery of services in a range of settings
enable for substantial flexibility in the delivery of health service in the future.
Providing safe and sustainable services can be capable of sustaining the provision of
high-quality care that continues meeting the required standards. Health service
planning often considers issue of service viability when planning the services of
future.

Conclusion: Health service planning can help services respond to many of these
changing elements of the healthcare landscape. As such, one of the strengths of
planning is in its application as a change agent. Planning can explore and challenge
the status quo of service delivery. It provides a platform for examining the evidence
for services being delivered in a particular way or to meet a particular need.
Therefore, it can help to assess and challenge models of care or service delivery
models that are inconsistent with the evidence. It can also challenge service delivery
that, on the available evidence, does not meet current or anticipated health needs

3b.
Introduction: Service design refers to the means by which the internal teams
deliver the products and services that make up the customer experience of the
organization. In a real sense, customer experience and service design are two sides
of the same coin.
The internal operations already impact the way a customer would interact with the
products and services.
Concept and Application: In many cases, an organization develops internal
systems and the process with internal concerns in mind (cost-efficiency, a desire to
maintain the existing boundaries of the department).
They don’t always step to consider how those decisions of operations would impact
the front stage experience of customers. When that would happen, the result is a
consumer experience riddled with unrequired friction.
Following is the scenario: A customer calls her insurer’s support line to get
information on a recent claim. Instead of quickly connecting with an agent and
getting an answer to a simple question, the customer has been shuttled from one
representative to another. Every time, she has to re-verify her identity with the use of
same details and repeat her question.
Service design mapping would enable the organization to adopt a much more holistic
perspective by creation of a service design blueprint that would connect the dots
between the internal operations and the customer experience, patient experience, as
in this case. Specifically, service design mapping would enable to:
Get an all-inclusive understanding of how the company can internally deliver the
products, services and digital experiences to the customers. It is important to identify
gaps as well as pain points in the employee experience at backend.
It is important to uncover the main causes of persistent CX issues.
Reduce or elimination of redundancies in the internal process.
Development of a business case to improve the internal systems.
Build internal alignment around the new and improved process, and ensure that
formally documentation is there to ensure purpose of training.
Increase efficiency and improve the experience of customer.
Conclusion: A service design blueprint is similar to a map of customer journey.
While a customer journey map plots each possible touchpoint of consumer, a service
design blueprint would document the internal activities that occurs as an organization
would deliver a product or a service.
There exists a lot of inevitable overlap between a consumer journey map and a
blueprint of service design. However, the focus on service design blueprint refers on
the internal workflows or components of backstage that can support the consumer at
every step.