Chap08 New Service Design
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Transcript of Chap08 New Service Design
McGraw-Hill © 2000 The McGraw-Hill Companies
1
SMSM
McGraw-Hill © 2000 The McGraw-Hill Companies
Part 3
ALIGNING STRATEGY, SERVICE DESIGN
AND STANDARDS
McGraw-Hill © 2000 The McGraw-Hill Companies
2
SM
CUSTOMER
COMPANY
GAP 2
Customer-Driven Service Designs and
Standards
Company Perceptions of
Consumer Expectations
Provider GAP 2Provider GAP 2
Part 3 Opener
McGraw-Hill © 2000 The McGraw-Hill Companies
3
SMSM
McGraw-Hill © 2000 The McGraw-Hill Companies
Chapter 8
SERVICE DEVELOPMENT AND DESIGN
McGraw-Hill © 2000 The McGraw-Hill Companies
4
SMObjectives for Chapter 8:Objectives for Chapter 8:Service Development and Service Development and
DesignDesign
• Describe the challenges inherent in service design• Present steps in the new service development
process• Show the value of service blueprinting and quality
function deployment (QFD) in new service design and service improvement
• Present lessons learned in choosing and implementing high-performance service innovations
McGraw-Hill © 2000 The McGraw-Hill Companies
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SM
Figure 8-1Figure 8-1
Risks of Relying on Words Risks of Relying on Words Alone to Alone to
Describe ServicesDescribe Services
Oversimplification Incompleteness Subjectivity Biased Interpretation
McGraw-Hill © 2000 The McGraw-Hill Companies
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SM
Figure 8-2 Figure 8-2
New Service Development ProcessNew Service Development Process
Source: Booz-Allen & Hamilton, 1982; Bowers, 1985; Cooper, 1993; Khurana & Rosenthal 1997.
Business Strategy Development or Review
New Service Strategy Development
Idea Generation
Concept Development and Evaluation
Business Analysis
Service Development and Testing
Postintroduction Evaluation
Commercialization
Market Testing
Screen ideas against new service strategy
Test concept with customers and employees
Test for profitability and feasibility
Conduct service prototype test
Test service and other marketing-mix elements
Front End Planning
Implementation
McGraw-Hill © 2000 The McGraw-Hill Companies
7
SM
Figure 8-3Figure 8-3
New Service Strategy Matrix New Service Strategy Matrix for Identifying Growth for Identifying Growth
OpportunitiesOpportunities
Markets
Offerings
ExistingServices
NewServices
Current Customers New Customers
SHARE BUILDING
DIVERSIFICATION
MARKETDEVELOPMENT
SERVICEDEVELOPMENT
Figure 8-4Figure 8-4
Service Mapping/BlueprintingService Mapping/Blueprinting
A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.
ServiceMapping
Process
Points of Contact
Evidence
McGraw-Hill © 2000 The McGraw-Hill Companies
McGraw-Hill © 2000 The McGraw-Hill Companies
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SM Service Blueprint ComponentsService Blueprint Components
CUSTOMER ACTIONS
line of interaction
“ONSTAGE” CONTACT EMPLOYEE ACTIONS
line of visibility
“BACKSTAGE” CONTACT EMPLOYEE ACTIONS
line of internal interaction
SUPPORT PROCESSES
McGraw-Hill © 2000 The McGraw-Hill Companies
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SM
DriverPicksUp Pkg.
DispatchDriver
AirportReceives& Loads
SortPackages
Load onAirplane
Fly toDestinati
on
Unload&
Sort
LoadOn
Truck
Express Mail Delivery ServiceExpress Mail Delivery ServiceSU
PPO
RT
PR
OC
ESS
CO
NTA
CT
PER
SO
N(B
ack
Sta
ge)(O
n S
tage)C
USTO
ME
RPH
YSIC
AL
EV
IDEN
CE
CustomerCalls
CustomerGives
Package
TruckPackagingFormsHand-held ComputerUniform
ReceivePackage
TruckPackagingFormsHand-held ComputerUniform
DeliverPackage
CustomerServiceOrder
Fly toSort
Center
McGraw-Hill © 2000 The McGraw-Hill Companies
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SMOvernight Hotel StayOvernight Hotel Stay
SU
PPO
RT P
RO
CESS
CO
NTA
CT P
ER
SO
N
(Back
Sta
ge)(
On S
tage)
CU
STO
MER
HotelExteriorParking
Cart for Bags
DeskRegistrationPapersLobbyKey
ElevatorsHallwaysRoom
Cart for Bags
RoomAmenitiesBath
Menu DeliveryTrayFoodAppearance
Food
BillDeskLobbyHotelExteriorParking
Arriveat
Hotel
Give Bagsto
BellpersonCheck in Go to
RoomReceive
BagsSleep
Shower
CallRoom
Service
ReceiveFood
EatCheck out
andLeave
Greet andTakeBags
ProcessRegistration
DeliverBags
DeliverFood
ProcessCheck Out
Take Bagsto Room
TakeFoodOrder
RegistrationSystem
PrepareFood
RegistrationSystem
PH
YSIC
AL
EV
IDEN
CE
McGraw-Hill © 2000 The McGraw-Hill Companies
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SM Figure 8-8Figure 8-8
Building a Service BlueprintBuilding a Service Blueprint
Step 1
Identify the process to be blue-printed.
Step 1
Identify the process to be blue-printed.
Step 2
Identify the customer or customer segment.
Step 2
Identify the customer or customer segment.
Step 3
Map the process from the customer’s point of view.
Step 3
Map the process from the customer’s point of view.
Step 4
Map contact employee actions, onstage and back-stage.
Step 4
Map contact employee actions, onstage and back-stage.
Step 5
Link customerand contact person activities to needed support functions.
Step 5
Link customerand contact person activities to needed support functions.
Step 6
Add evidence of service at each customer action step.
Step 6
Add evidence of service at each customer action step.
McGraw-Hill © 2000 The McGraw-Hill Companies
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SMApplication of Service Application of Service
BlueprintsBlueprints
• New Service Development• concept development
• market testing
• Supporting a “Zero Defects” Culture• managing reliability
• identifying empowerment issues
• Service Recovery Strategies• identifying service problems
• conducting root cause analysis
• modifying processes
McGraw-Hill © 2000 The McGraw-Hill Companies
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SMBlueprints Can Be Used By:Blueprints Can Be Used By:
• Service Marketers– creating realistic customer
expectations• service system design• promotion
• Operations Management– rendering the service as
promised• managing fail points• training systems• quality control
• Human Resources– empowering the human element
• job descriptions• selection criteria• appraisal systems
• System Technology– providing necessary tools:
• system specifications• personal preference databases