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Wednesday, December 14, 2011

Some Major facts about Service Sector


What is meant by Services  ?

A SERVICE IS AN ACTIVITY OR A SERIES OF ACTIVITIES OF MORE OR LESS INTANGIBLE NATURE THAT NORMALLY,NOT NECESSARILY, TAKES PLACE IN INTERACTIONS BETWEEN THE  CUSTOMER & EMPLOYEE/ PHYSICAL RESOURCE OF SERVICE PROVIDER, WHICH ARE PROVIDED AS SOLUTION TO CUSTOMER PROBLEMS
Mention  some example for service sector

Hospital, banking, airlines, Post office , Railway

What are the  main Characteristics of Services

Intangibility, Variability , Perishability  inseparability  
What is  the main  difference between   manufacturing  goods and  services 

Manufacutring  goods  needs separate  theories and concepts to   boost  the product  ie  minimize the cost and  maximize the  production

Each service characteristic has specific marketing implications and  its own theory  to  provide better service to  common public
What are the   Nine   P s in service  management

1.Product elements
2.Positioning Strategy
3.Promotion and education
4.Physical evidence
5.Place, cyberspace, and time
6.Price and other user costs
7.People
8.Process
9. Productivity and quality

What are the main factors related with  services

Product
Price
Place
Promotion
People
Process
Physical Evidence
Productivity & Quality

The  major things  to improve the quality of  service 

Services need to be managed properly
A proper forum  to be created to  discuss  the service issue with customers
Continuous  effort  to be taken  to  improve  the quality  of service from  staff and  management
Development of innovative idea to  provide a better  service to customer

Specification of services

Service Consumer Benefits
Service-specific Functional Parameters
Service Delivery Point
Service Consumer Count
Service Delivering Readiness Times
Service Consumer Support Times
Service Consumer Support Languages
Service Fulfillment Target
Service Impairment Duration per Incident
Service Delivering Duration
Service Delivery Unit
Service Delivering Price

The services companies may serve as a basic management system, which contains the following subsystems
Project Management System
(Corporate Knowledge Management System 
 Reports and Records Management System
Strategic Management System
Risk Management System
HR Management System
Customer Relationship Management System
Supply Management System

Prepared by  S jayachandran , SA , Divisional Office , Mavelikara-690101


1 comment:

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