Professional Documents
Culture Documents
Chapter 8:
Designing and Managing
Service Processes
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 1
Overview of Chapter 8
Self-Service Technologies
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 2
Flowcharting Customer Service Processes
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 3
Blueprinting Services to Create Valued Experiences
and Productive Operations
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 4
Check these links
Redesigning the User experience with the Singapore National Library Board
https://medium.theuxblog.com/redesigning-the-user-experience-with-the-singapore-nation
al-library-board-d628211c990a
https://uxplanet.org/who-are-we-designing-for-be1e276d34db
https://medium.theuxblog.com/six-circles-a-experience-design-framework-fabe5fc5abc9
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 5
The job is to look at the current
Singapore National Library Board mobile application
Using the current mobile application as the foundation for the proposed
redesign/optimised mobile application that would further enhance the
user experience at the library along further reinforce the board vision
which is; Readers for Life, Learning Communities, Knowledgeable
Nation.
“Users are unaware of a more convenient method to check out their books”
“Users needs to plan their library visit in advance to maximise time and
efficiency”
“Users struggle to discover and locate ongoing events and facilities at the
library”
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 8
Flowcharting Service Delivery
Helps to Clarify Product Elements
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 9
4 Categories of Services
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 10
The Flower of Service
Information
Payment Consultation
Exceptions Hospitality
Safekeeping
KEY:
Enhancing elements
Facilitating elements
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 11
Flowcharts for People and
PossessionProcessing Services
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 12
Flowcharts for Mental Stimulus and
Information Processing Services
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 13
Blueprinting Services to
Create Valued Experiences
and Productive Operations
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 14
Developing a Blueprint
Developing a Blueprint
Identify key activities in creating and delivering service
Define “big picture” before “drilling down” to obtain a higher level
of detail
Advantages of Blueprinting
Distinguish between “frontstage” and “backstage”
Clarify interactions and support by backstage activities and
systems
Identify potential fail points; take preventive measures; prepare
contingency
Pinpoint stages where customerscommonly have to wait
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 15
Blueprinting Services to Create Valued Experiences
and Productive Operations
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 16
Key Components of a Service
Blueprint
Define standards
Specify physical Identify principal
for frontstage
evidence customer actions
activities
Objectives:
Identify fail
points & risks
of excessive Frontstage
actions by Line of
waits Line of visibility
frontline interaction
Set service personnel
standards
Fail-proof
process
Backstage Support
Support
actions by processes
processes
customer contact involving other
involving IT
personnel personnel
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 17
Reading from left to right, the blueprint prescribes the sequence
of actions over time.
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 18
Blueprinting the Restaurant
Experience: Act 1
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 19
Blueprintingthe Restaurant
Experience: AThree-Act Performance
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 20
Improving Reliability of Processes
Through Fail-Proofing
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 21
Setting Service Standards and
Targets
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 22
Setting Service Standards and
Targets
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 23
Setting Standards and Targets for
Customer Service Processes
• Responsiveness
• Reliability Processing time to
24 hours 80% of all
• Competence approve
applications in 24
• Accessibility applications
hours
• Courtesy
• Communication
• Credibility Creates a Base to Define/Process
Define Service Quality
• Confidentiality Measure Customer Departmental Service
Goals for Staff
• Listening to the Satisfaction Goals
customer
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 24
Redesigning Service
Processes
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 25
Why Redesign?
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 26
Why Redesign?
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 27
Why Redesign?
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 28
Process Redesign: Approaches and
Potential Benefits
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 29
Process Redesign: Approaches and
Potential Benefits
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 30
The Customer as Co-Producer
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 31
Levels of Customer Participation
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 32
Customers as Partial Employees
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 33
Managing Customers
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 34
Self-Service Technologies
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 35
Self-Service Technologies (SSTs)
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 36
Self-Service Technologies (SSTs)
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 37
What Aspects Of SSTs Please Or
Annoy Customers?
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 38
Putting SSTs to Test by
Asking a Few Simple Questions
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 39
Managing Customer’s Reluctance to
Change
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 40
Summary
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 41
Summary
Slide © 2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 8– Page 42