In high paced business climate, manufacturing and other industries focus their attention to offer good services to customers. Manufacturing, service and agriculture are the major economic activities in any nation. Statistical figure indicated that in India, manufacturing and services together constitute nearly 75% of the GDP. Service industries effectively responded to global competition by identifying that existence in the business field is dependent upon reconstructing their operations to deliver better, faster and cheaper (Knod and Schonberger, 2001). Theorists like Johnston & Clark (2001) stated that product and service design involves satisfying customer needs into product and service requirements, formulating quality goals and cost target, documenting specifications, refining existing products and services, and developing new ones as well. With these, product and service design can influence a large proportion of an organization's functional area, especially the marketing and operations area. Show
Services are defined as all activities associated with operational services regardless of whether they are executed by the service provider, a third party supplier or by users and customers. Sasser et al coined the term "service concept", in which they defined as "the total bundle of goods and services sold to the customer and the relative importance of each component to the customer" (1978). Its value lies in bringing together the various elements of the service such as the operational elements, marketing emphasis and customer requirements to produce a meaningful overarching service definition in sufficient detail to provide a working service specification. Originally, the total service package included three elements such as facilitating goods, the explicit services and implicit services. After that this concept is modified many times. Services operations management is related with delivering service to the customers of the service. It involves understanding the service needs of the target customers, managing the processes that deliver the services, ensuring objectives are met, while also paying attention to the constant improvement of the services. As such operations management is a central organizational function and one that is critical to organizational triumph. Service organisations react to the wants of customers and leave certain experiences in the minds of the customer through a service delivery system. It was found in research study that growth of service industry is rapid at global level. Service organization is one when two or more people are engaged in systematic efforts to provide services to customers. These organizations exist to serve customers and satisfy their need (Wright, 2004). Functions of service operation are to restore the normal service to the user as quickly as possible. There is service desk that made up dedicated number of staff responsible for dealing with variety of services events, often made via telephone call, web interface or automatically reported infrastructure events. Wight (1999) identified that key attribute of marketing strategy of service organization is the interaction between the customers and the organization itself. Factors such as high consumer contact, consumer participation in the process, labour intensiveness, intangibility of output, difficulty of measuring quality, difficulty of measuring productivity, and a site dictated by consumers' location, are some of the explanatory characteristics of service operations. Therefore, service quality must identify what sensual benefits, physical items, and psychological benefits the customer is to receive from the service (Watt, 2007). Key objectives of service operation are to synchronize and perform the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation is also responsible for on-going management of the technology that is used to deliver and support services. Management scholars sated that highly designed and well implemented processes will be worthless if day to day operation of those processes is not suitably conducted, controlled and managed, nor will service improvements be possible if day to day activities to monitor performance assess metrics and gathering data are not systematically conducted during service operation. Other objectives of service organizations are,
There are numerous factors in implementing service operation. Service Organizations must perform a feasibility study first.
Service operations are mainly associated with efficiency, effectiveness, Quality and Cost. Dimensions of service quality are Reliability, Responsiveness, Assurance, Empathy and Tangibles. There are five Service operation processes:
Event management process Major advantages within service operation are as under:
There are numerous issues in service operation management: To summarize, business companies are continually involved to enhance their performances in order to compete actively in the market. Service industries manage and market their operations and services differently from manufacturing products. It is established that providing excellent and quality customer service is a crucial factor in an intrinsic capable market environment between the product and service industries. Service operations can be grouped into many industries, such as banking, hospitality. Most services industries which provide clients what they need and are satisfied. This helps the company to enhance its market share, and generate more profit. Service operations provide certain intangible services that may not be easily recognisable. What is the term used for the bundle of goods and services that are provided in some environment by every service organization?The Service Package The service package is defined as a bundle of goods and services that is provided in some environment.
What is the term used for the bundle of goods and services that are provided in some environment by every service operation quizlet?All service systems provide some combination of service and goods in a certain environment that the customer interacts with to some degree. This total combination is referred to as the service package.
Are service operations with a high degree of customer contact more or less difficult to control than those with a low degree of customer contact?From this conceptualization, it follows that service systems with high customer contact are more difficult to control and more difficult to rationalize than those with low customer contact.
What is service package in service operation management?A service package is a bundle of explicit and implicit benefits performed with a supporting facility and using facilitated goods. When you eat at a fast food restaurant (supporting facility), you may purchase a hamburger (facilitating good) that someone else cooked for you (service).
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