Design for Service and Delivery Process are the most significant and key factors for an organization. These determine whether the service will effective for the customer or not.
To design the service, an organization must be considering the expectations of customers. So the organization has to develop a relationship with customer to know their tastes, will and expectations. As a result customer-employee relationship will be established.
To deliver the products and services in a way that exceeds the expectation of the customers, the organization must maintain the quality of services or products. Quality of Services is one of the major contributors in Service Management Excellence. So, the proper quality of services and products can be determined through service design and proper delivery process.
To design the services, the designer also think about to develop the communication among services. These factors can be developed parallel.
The service setting can also be developed through the service design.
The Demand and the Capacity are considered by the designer who design the services and develop the delivery process.
To fulfill the customer expectations, the organization must develop a easy and comfortable the delivery process. So that customer can’t face the hassle and other obstacles to receive their services.
To design a service, designer must consider the existing technological innovation and the acceptance to the customers. The Delivery Process to the customer should by touched by existing available technology which help the customer as well as the organization to get and provide the service what they want.
The above points are indicates the effective side of the design for service and delivery process. B...
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...lizing the costs, increase productivity and efficiency.
To avoid mistakes, the bank should complete the following tasks.
A short message should be sent to customer with the list of documents,
An employee should have a checklist at the executive desk,
A list of required documents displayed in visible areas within the branch,
LCD TVs displaying the available range of products, customer process, TAT for requests
There should have a system to receive feedback from the customers in an easy way. It will help the bank to know the customer expectations.
The environment inside the bank should be neat and clean as well as comfortable for the customers and employees. To provide high performance of the service system in order to driving down wait time, the bank should have enough staff and capacity as per demand. consistently exceeds customer expectations.
As you can see from the points above it is vital to give good customer
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
The service process includes the product design element for the customer. Since this can also take any were from hours to weeks it too must be addressed. This is part of the R&D stage and many variations are developed, prototyped, and analyzed.
The reason being each 'P' represents a different part of the business, which a customer will have to interact with during their shopping experience. In order to develop a service delivery mechanism that addresses its customers' needs, desires and expectations, it is necessary to: * Know what customers are thinking about you, your service, and your competitors. * Measure and improve your performance. * Turn your strongest areas into market differentiations. * Turn weaknesses into opportunities for improvement.
Beckwith divides the book into eleven main topics and ends it with a “summing up”. The book mainly talks about what the marketers need to know to sell their services. This book begins with the main problem of service marketing. It then suggests how to learn what you must improve, with examples of techniques that work. Later it talks about the service marketing fundamentals: defining what business you really are in and what people really are buying, positioning your service, understanding prospects and buying behavior, and communicating.
This is first and important step to any organization is maintaining good quality which meets the needs and expectations of consumers. A good service with an excellent quality is the critical factor and continuous monitory effort to a business successful.
Satisfying customer expectations is objective of all businesses. To realize it, product/service is provided with aim to fulfill customers’ basic requirements. Each product/service possesses quality which defined as the ability of product/service to meet those requirements. Planning and designing processes is required in order to develop certain qualities within the product/service. These processes are emphasized in product development method.
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
In the service and the product fulfillment industry, the last mile delivery is crucial and need to be fast to achieve the customer satisfaction. In today’s competitive business environment, services and products produced by a company are rated based on
Customer service: supply chain management is all about providing an effective and efficient customer service. However, providing the right product and services to the right customer as per their need to the right place and time has been always challenging (Anderson, 2016). In my opinion, managers should give a detailed attention in the deliver & logistic and defect & excess stage to ensure that they provide a high level of customer service.
Initially the bank’s core banking system was product oriented, but the need of the hour was to develop a customer oriented system, because the challenge is to build customer loyalty, cross sell, and enhance repeat business.
“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible”, (Jack Speer, 2005).
Service Quality: This dimension is the last and final factor of the value it appears when the customer has made up his mind to purchase a product or service. Service quality decides the relationship between the customer and the store.
Service management is refers to the chain management system which established the relationship between the organization and consumer. It is integrated into supply chain management system when the actual sales and customer intersect. The aim of service management system is to provide the best services to the customer through their performance. The high performance of service management can ensure the optimum services to their customer in a complex manner than the typical supply chain. Most of the time, the organization requires larger inventories and strong integration with different system and innovation. They have to be prepared with advanced information and high performance to accommodate inconsistent and uncertain demand. Moreover, Service Management must be coordinated across numerous services with large number of parts and different level of the supply chain.
When organization always provide high-quality products and good services, customer will create their satisfaction and increased customer loyalty.