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Service Process

Presented By:-Presented By:- Prashant KumarPrashant Kumar

Pankaj KumarPankaj Kumar

04/10/23 2

Process

Processes involve the procedures, tasks, schedules, mechanisms, activities and routines by which a service is delivered to the customer.

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FACTOR IMPORTANT IN SERVICE PROCESS DESIGNING AND

INPLEMENTATION

• SERVICE ITSELF

• CUSTOMER PARTICIPATION

• DEGREE OF CUSTOMER CONTAC

• LOCATATION OF SERVICE DELIVERY

• COMPLEXITY OF SERVICE

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New Service Development Cycle

• Service design and testing• Process and system design and testing• Marketing program design and testing• Personnel training• Service testing and pilot run• Test marketing

People

Technology Systems

Product

Full Launch Development

Design Analysis

Org

aniz

atio

nal

Con

text Team

s

Tools

Enablers

• Formulation of new services objective / strategy• Idea generation and screening• Concept development and testing

• Business analysis• Project authorization

• Full-scale launch• Post-launch review

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SERVICE PROCESS PLANNING

• BASIC TECHNOLOGICAL DECISION• MATERIALS DECISION• SPECIFIC EQUIMENT DECISION• PROCESS FLOW DECISOIN BLUE PRINTS BLUE PRINTS

FOW CHARTFOW CHART FRONT OFFICE\ BACK OFFICE FRONT OFFICE\ BACK OFFICE

LAYOUTLAYOUT BENCH MARKBENCH MARK

• PEOPLE DECISION

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Service Mapping/BlueprintingService Mapping/Blueprinting

Service blueprint is basically a flowchart of the service process. It is a map in which all the element or activities, their sequencing and interaction can be visualize.

ServiceMapping

Process

Points of Contact

Evidence

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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

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Overnight Hotel StayOvernight Hotel StaySU

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

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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.

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Application of Service BlueprintsApplication of Service Blueprints

• 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

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Flow Chart

The process flow chart is a primary tools for developing and describing the conversion

system.

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Front Office / Back Office

• Front Office:- Hotel Dinning Room

• Back Office:- Hotel Kitchen

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Process Layouts

The way the work is organized.

Eg.:- Process layout for air passenger

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Benchmarking

Benchmarking - a standard by which something can be measured or judged.

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Benchmarking Process

Determine Parameters to Measure

Determine Data Collection Method

1. Identify Process to Benchmark

Compare Competitor’s Performance with Org’s Performance.

Identify Best Competition

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ContinueIdentify The Factor Which contribute To The Performance Gap

Establish Action Plan to Close Gap

Set Target To Measure Process

Implement Action Plan

Repeat

Monitor Action Against Target

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Thank you