Service design elements

Service design elements -creates a consistent

service offering
• It is of 2 types
• 1)Structural design elements
• 2)Mangerial design elements
Structural design elements
• Delivery system- Process structure ,service blueprint, strategic
positioning.
• Facility design –services cape layout.
• Location – geographical demand , site selection ,location strategy.
Managerial Design Elements
• Information – Technology , scalability, use of internet,
• Quality – measurement , design quality , recovery tools.
• Service encounter –Encounter triad , culture, supply relationship ,
outsourcing.
• Mnaging capacity and demand –strategies , yield management ,
queue management.