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  • Asom - Service Calsssification

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    Manash Barman
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    The document discusses different ways to classify services. It outlines classifications based on labor intensity and interaction; nature of the service act; relationship with customers; customization and employee judgement needed; nature of demand and supply; and method of service delivery. The classifications raise important questions about factors like customer presence during service delivery and who travels, implications for facility location and design, and ways to standardize services or deploy technology to minimize travel requirements.

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    ASOM - SERVICE CALSSSIFICATION

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    The document discusses different ways to classify services. It outlines classifications based on labor intensity and interaction; nature of the service act; relationship with customers; customization and employee judgement needed; nature of demand and supply; and method of service delivery. The classifications raise important questions about factors like customer presence during service delivery and who travels, implications for facility location and design, and ways to standardize services or deploy technology to minimize travel requirements.

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    5 views12 pages

    Asom - Service Calsssification

    Uploaded by

    Manash Barman
    The document discusses different ways to classify services. It outlines classifications based on labor intensity and interaction; nature of the service act; relationship with customers; customization and employee judgement needed; nature of demand and supply; and method of service delivery. The classifications raise important questions about factors like customer presence during service delivery and who travels, implications for facility location and design, and ways to standardize services or deploy technology to minimize travel requirements.

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    © All Rights Reserved
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    of 12

    Advanced Service

    Operations Management
    Ramkrishna Dikkatwar
    Classification of Services

    Ramkrishna Dikkatwar
    Faculty, Symbiosis Institute of Business Management, Hyderabad
    Labor Intensity & degree of customization
    and direct interaction

    Advanced Service Operations Management


    Each type has its own challenges …..

    Advanced Service Operations Management


    Classification Based on Nature
    of service act
    • Categorization raises questions like
    • Does customer needs to be present
    during the entire service delivery or
    only to initiate / terminate or not at all?
    • Customer presence means who should
    travel? Customer or service provider
    • Significant connotations for service
    facility location & design
    • Thinking creatively e.g. converting
    dramas into CDs

    Advanced Service Operations Management


    Based on Relationship with customers

    Advanced Service Operations Management


    Customization and employee
    judgement in service delivery

    • Strategic choice to the service


    provider
    • Same service can be offered in a
    customized as well as in
    standardized manner
    • The choice has larger
    implications for service
    personnel selection,
    empowerment, etc.

    Advanced Service Operations Management


    Customization and employee
    judgement in service delivery

    • Strategic choice to the service


    provider
    • Same service can be offered in a
    customized as well as in
    standardized manner
    • The choice has larger
    implications for service
    personnel selection,
    empowerment, etc.

    Advanced Service Operations Management


    Nature of demand & Supply

    • Nature of fluctuations
    • Predictability of fluctuations
    • Causes behind demand
    fluctuations
    • Ways to remove the causes
    behind demand fluctuations
    • Ways to increase supply
    side

    Advanced Service Operations Management


    Method of service delivery

    • Geographic as well as
    interaction component.
    • Multi location service
    providers need to ensure
    consistency and quality.
    • Key is to find out ways to
    deploy technology to minimize
    / remove the travel element of
    service delivery.

    Advanced Service Operations Management


    Summarizing the session……
    • Based on labor intensity and
    interaction
    • Based on nature of service act
    • Based on relationship with customers
    • Based on customization and judgement
    needed from the employee
    • Nature of demand & supply
    • Method of service delivery
    Advanced Service Operations Management
    ramkrishna.dikkatwar@sibmhyd.edu.in
    Thank you

    Advanced Service Operations Management

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