Chapter5ProductDesignandProcessSelection.pptVIP

Product Design and Process Selection——Services 服务业的产品设计与工艺过程选择 A Contemporary View of Service Management服务管理的当代观念（两条） The customer is (or should be) the focal point of all decisions and actions of services organization. 以顾客为中心 The customer gets the service the management deserves; In other words, how management treats the worker is how the worker will treat the public. 管理者怎么样对待员工，员工就怎么样对待顾客 Factors to distinguish service design from product development服务设计与产品设计的差别（1-3/5） The process and product must be developed simultaneously A service operation lacks legal protection commonly available to goods production The service package constitutes the major output of the development process 产品与工艺同时开发 服务运营过程不易保护 服务包是开发过程的主要结果 Factors to distinguish service design from product development服务设计与产品设计的差别（4-5/5） Many parts of service package are often defined by training individuals receive before they become part of the service organization. PSOs: professional service organization Many service organization can change their service offering virtually overnight. RSOs: routine service organization 全套服务的许多部分是正式雇佣前的培训内容 专业性服务组织： 律师事务所、医院 许多服务机构可以一夜之间改变服务内容 日常服务机构： 零售店、理发店 Integrating Marketing and Operations服务业中营销与生产运作的集成 Integrating Marketing and Operations to Achieve Competitive Advantage Service measurement monitoring and recovery process 服务的测量、监督和补救 Level of Satisfaction Achieved Due to Service Performance 满意水平取决于服务表现 Service-System Design Matrix服务体系设计矩阵 Service Recovery (Just in case)服务缺陷的预防与补救 A real-time response to a service failure. Blueprinting can guide recovery planning (fail points). Recovery planning involves training front-line workers to respond to such situations as overbooking, lost luggage, or a bad meal. Service Failsafing服务缺陷预防方法——Poka-Yokes Poka-Yokes:“avoid mistakes” Keeping a mistake from becoming a service defect. Application of Poka-Yokes Poka-Yokes的应用方法 Warning method Physical or visual contact method Three T’s Task to be done Treatment