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Basic Service Package

The document discusses developing basic service packages and managing service operations. It covers core services, supplementary services, facility services, and enhancing services. It also discusses developing augmented service offerings through accessibility, customer interaction, and participation. The document further discusses managing image and communications, grouping services by delivery process such as service factories, shops, mass services, and professional services. Finally, it presents an open systems view of service operations management covering suppliers, management operating systems, and customers.

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Niraj Chaudhari
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226 views20 pages

Basic Service Package

The document discusses developing basic service packages and managing service operations. It covers core services, supplementary services, facility services, and enhancing services. It also discusses developing augmented service offerings through accessibility, customer interaction, and participation. The document further discusses managing image and communications, grouping services by delivery process such as service factories, shops, mass services, and professional services. Finally, it presents an open systems view of service operations management covering suppliers, management operating systems, and customers.

Uploaded by

Niraj Chaudhari
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
Download as pptx, pdf, or txt
Download as pptx, pdf, or txt
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Sanjivani College of Engineering, Kopargaon

Department of MBA

Service Operation Management-I

Basic Service Package


Presented By

Dr. Niraj Chaudahri


Assistant Professor,
Sanjivani College of Engineering ,
Dept.of MBA,
Kopargaon

www.sanjivanimba.org.in
www.sanjivanimba.org.in 1
Developing Basic Service Package

• Core service.
• Supplementary service.
• Facility service.
• Enhancing service.

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Basic Service Package

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Developing Augmented service Offering.

• Accessibility of services.
• Interaction with service Organization.
• Customer Participations.

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Augmented service product

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Managing Image and Communications

• Maintain best customer service.


• Easy to contact.
• Solve customer problems

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Grouping Services By Delivary Process.

1.Service factory.
2.Service shop.
3.Mass service.
4.Professional service.

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Service factory

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Service Shop

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Service Shop

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Open system view of services operation management

1.Suppliers
2.Management Operating systems by
organizations.
3.Customers

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Suppliers
• Managing supplier data that allows organizations to
streamline crucial supplier data to provide meaningful insights
for improving supplier management
• Establishing long-term supplier relationships that will enable
suppliers and organizations to meaningfully collaborate and
create synergies for maximized performance for the long-run
• Leveraging supplier relationships in times of organizations or
external distress to ensure business performance doesn’t
fluctuate
• An increasing competition which implies organizations have to
identify and improve aspects of their business processes
• Matching industrial standards of supplier performance so that
organizations can achieve best-in-class performance
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Suppliers Diversity

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Management Operating systems by organizations

• Management Operating System is the


heartbeat of your business and having it
perform at full potential is a major source of
sustainable value creation. The Management
Operating System (MOS) is the specification
for how an organization translates corporate
goals into actions where the work is
performed.

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Management Operating systems

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Management Operating systems by organizations

• Implementing reviews at the most senior level.


• Defining the right Key Performance Indicators (KPIs)
and targets.
• Obtaining performance data and agreeing target-
setting processes.
• Prioritizing the roll-out of the MOS.
• Ensuring simplicity and focus at the front line.
• Coaching extensively throughout.

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Customers
• Operations Management focuses on providing quality
products or services to the customers by transforming
input into output. Ideas and technology are applied to
improve the process, improve the performance, and
increase productivity.
• When productivity increases, costs are reduced, and
product price can also be reduced. When production
methods are improved, the quality of the product
improves. When productivity and quality are
improved, the customer gets a better product faster

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Customer Centricity

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