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OVERVIEW
DIMENSIONS that affect appropriate delivery system DISTINCTIVE CHARACTERISTICS of service operations FACTORS involved in service delivery Service delivery system DESIGN Service PROFILING REFLECTIONS
PHASE 2
FRONT OFFICE Facilities represent organisation Manage queue lengths Ease of customer use Wider staff roles
e.g. ATMs and teleworking e.g. travel booking, call centres and grocery shopping
E-commerce
Alternative approaches
SERVICE PROFILING
p 170
SERVICE PROFILING
REFLECTIONS
REFLECTIONS
THE MARKET
The TECHNICAL dimension of what the service comprises The BUSINESS dimension in terms of volume and the market order-winners and qualifiers to be supported
T. Hill, Operations Management 2e. Palgrave Macmillan ISBN: 1403934665/ 140399112X
DETAILED
DETAILED