Pratik Om Project

8/6/2019 Pratik Om Project

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A

Project Of Operations Management

OnService Operations

Submitted To:Prof. Kruti Patel

Submitted By:Pratik Patel(60)

Chandrakant Patel(56)

Kalpesh Patel(58)

Jayesh Patel(57)

Maulik Patel(59)


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1)Tours & travels

Make My Trips.com

Service design

Modularization

Low-cost carriers (LCCs) had made air travel cheaper, thus opening up the market for air travel

and leisure holidaying beyond visiting friends and family. The young India had more disposable

income and a greater desire to travel. Company is providing different packages for different kind

of people like higher class, lower cost carriers, young generation, honeymoon packages.

Designing service with technological interface & reduced customer interaction often

through automation.

MMT identified the gap between demand and supply and decided to offer a user-friendly and

convenient online interactive interface to the consumer.

The airlines move to e-ticketing also paved the way for travel e-commerce. The travel market

was ready to evolve to the next level (online) and MMT was preparing to launch at the most

opportune time. As the first and only comprehensive online travel site with real time

booking for flights, hotels, holidays, and cars, MMT was in the process of bringing a revolution

in the way travel products were bought in India.

Design & delivery

Company is including customers only in delivery of the services.

Moments of truth or Service encounters

In the case of MMT service encounters starts as the customers starts to enquire for the different

services and packages provided by the company and it is continued till journey of the customer is

continued.

Classification of the services for MMT

As the labour intensity of the labour compared to the capital investment is very low and degree

of interaction and customization is also very low so MMT falls in the category of Service

Factory

Service capacity

Chase strategy and demand smoothing are included in the service capacity. Like if there would

be very crush in festival times to go outside in that time many of the tours and travels are full so

we go with others travels. And demand smoothing is that sometimes there would be fewer

passengers to travel at that time we pick persons who go with any other transport with less

money we also pick up with those passengers with fewer amounts so we get that amount instead

of blank seat


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Yield management

If there are fewer passengers in the bus so they are pick the other passengers who want to go in

fewer amounts they are also went in fewer amount so travelers are suffer lesser amount.

2)Airlines

Service design

It would be included in modularization because they have to different types of skims for different

places tours. And also include in reduce customer interaction because online tickets booking are

also available.

Classification of services

Airlines would be included in service factory, because there would be low degree of labor

intensity and low customers interaction in that process.

Service capacity

Chase strategy and demand smoothening are included in the service capacity. demand

smoothening like if there are fewer customers so airlines pick up those persons who want to go

in fewer amounts so they would face lower loss and Chase strategy like if there would be not

provided good service so customers are go with another airlines.

Formats of queue

Classic queue is the included in it because there would be one queue and then after the scanning

the body and all other procedures are followed in a single and one by one queue.


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Blue print


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3)Hospital

Kakariya Hospital Service Design

Service design

Hospitals are included in the Delay customization. Because they are provided First of patient

examine by Assistant Doctor. & realize your patient case after go for expert doctor


Hospital service consider in Service Shop. Degree of interaction customization high degree of

intensity labor low

Service capacity


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Hospitals include constant capacity because doctors are get the appointment time to patients and

patients are arrange that time of the appointment.

Reduce customer interaction often through automation :

Like a hospital payment by credit card, debit card, & e-payment

Service capacity plan : Constant capacity

KAKARIYA HOSPITAL BLUE PRINT


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Kakariya hospital waiting time management

Classic queue format :


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Patient line for report increasing window patient line reduce

Zigzag queue format :

Hospital security check & patient go operation room , general room, laboratory wordX- ray word

Number queue format :

Doctor appointment for token system & mail

Split queue format :

Doctor line & laboratory line it called multiple line

4)Restaurant

Service designs

Modularization is the part of service design for restaurant, because in the restaurant there are

different foods are available like Chinese, Punjabi, Guajarati food menus are there. So it would

be in module.


Restaurants are include in mass services because there are low customer interaction and high

labor intensity require.

Service capacity

Chase strategy is included in it. Because in weekends time most of prefer to eat outsides. So

most of the restaurants are full and also for waiting lines. So customers prefer other restaurantwho has low waiting queue.


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Queue format

Number queue format are use because when ever waiting is high there would be given such type

of numbers and we have to with that numbers.

Blueprint


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5)Insurance

Service design


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It would be include in modularization because there would be different insurance skims are provided to

customers. Like LIC has jeevansathi, jeevanveema, etc. are different options for them.


Mass services are there because there would be low customer interaction and high labor intensity are there.

In the insurance companies are having fewer numbers of employees who sell the insurance to many of the

customers.

Service capacity

Chase strategy is there because if insurance company would not provided good services customers are go

with other firms who provide better than that.


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Blueprint


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6)Broking firm: Sharekhan

Service design

Reduce customer interaction by atomization by providing online trading, telephone trading and mobile

trading.

Design Delivery

Customer is only involved in the delivery of the service.

The service encounter or Moment of Truth is

Generally there are three types of service encounters:-

1)Remote encounter(Website/Emails)

2)Phone encounter

3)Face-to-Face encounter

Classification of service

Gap1:- The Promotional Gap:-

The origin of the problem lies in the companys marketing communications.

In the bid to get new customers by selling the benefits of their product or service companies can very easily

create expectations in the minds of customers that will be difficult to fulfill.

Gap2:- The Understanding Gap:-

Another problem area is that the organizations do not have a proper understanding of customers needs and

priorities.

If they dont realize what is important to customers, it is quite possible that customer will not be satisfied

despite good quality of service.

Gap3:- The Procedural Gap:-


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Despite the organization having proper understanding of what matters most to the customers it may still fail

to deliver customer satisfaction if it cannot translate customers expectations into appropriate operating

procedures and systems.

Gap4:- The Behavioral Gap:-

Sometimes organizations establish clear procedures which can match with the customers needs and

priorities but still fail to achieve a consistently high level of customer satisfaction because staff may not be

sufficiently trained or disciplined to follow the proper procedures at all times.

Gap5:- The Perception Gap:-

It is possible that above mentioned gaps do not exist still some customers may be dissatisfied.

This is because of the customers perception of the performance of organization which may differ from

reality.


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Blueprint


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7)BankDELAY CUSTOMIZATION

When customers enter in the branch for opening a new bank account, first of all, peon gives him

the form. Then he has to go to the clerk for asking that who to fill the form. Clerk guide the

customer than whatever he filled the form that is checked by the accountant. After that customer

gives the cash to the accountant and complete the whole procedure.

Modularization

There are different types of accounts in a bank by which the bank accept deposits. Some of themost common one are explained here as follows:-

Current Account:

It is an account opened by a businessmen, traders, firms etc from which the money can be

withdrawn without any notice through checks. No interest is paid on this

accounts. Overdraft facility is available to this account holders.

Savings Account

To promote the savings habit among the people especially from salaried earners, this account is

accepted by the banks. The deposits can be withdrawn as and when required subject to certain

restrictions from this account.

Fixed Deposit Account:

This account is opened by people when they get surplus/income or money. In this, they have to

deposit any amount of money which can be withdrawn after a specific period. The rate of interest

is high for this account. Before the maturity date the money cannot be withdrawn.

Recurring Deposit Account

Under this account, certain amount of money is periodically deposited for a fixed period by the

customers. At the end of the period, the principal and interest is given altogether in lump sum.

People those who have long term plan or objectives, deposit in this account. For the marriage or
http://www.indiastudychannel.com/resources/108862-Types-Accounts-Bank.aspxhttp://www.indiastudychannel.com/resources/108862-Types-Accounts-Bank.aspx


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education of their children, parents prefer to deposit in this account.

Service design

Reduce customer interaction is the part of bank. Because now days banks are provide mobile

banking and internet banking to reduce customer interactions.

Automation:

A.t.m

Online banking

Mobile banking

Moment of truth

Duty details about the services which all the following employees has to perform is given by the

branch manager. It is renewed in every 6 months.

1) Branch manager

2) Accountant

3) Loan officer

4) Cashier

5) Assistants(clerks)

6) Messengers



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It would be included in mass service because there are less customer interaction and high labor

intensity, because they invest in technology

Service capacity

It shows in a day, how many numbers of customers are entertained by the branch of SBI.

Chase strategy: - to meet the customer perception with their expectation, bank appoint new very

much qualified aspirants or knowledge workers.

Chase strategy is the part of service capacity and it is included in banking sector because any

others bank has not provided good services customers are preferred another bank who give more

flexibility and more services.

DESIGNING SERVICES

Technological interface:

1) A.T.M

2) Online banking

3) Mobile banking

Designing Assembly:

Customer Clark Counter Account Counter Cashier Counter.

8)Educational Institute

DELAY CUSTOMIZATION

Process of admission will be completed by administrative staff. Process of teaching will be taken

care by teaching staff.

Modularization


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Different modules are as Below:

(1) Engineering

(2) M.Tech/M.E.

(3) MBA

(4) Pharmacy

Customer take part only in delivery of services.


It would be included in mass service the service is for all. There isn't any kind of customization.

Service capacity

Chase Strategy because students can prefer other institute if they can't find proper services they

can choose other institute.

DESIGNING SERVICES

(1)Designing the "high customer contact" & "low customer contact" operations of service

process separately.

High Customer Contact: Teaching Staff

Low Customer Contact: Administrative Staff, Canteen Staff

(2)Designing through technological interface

Use of projector to teach the students.

Providing Wi-Fi system.


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(2) Local shop retailer

Designing Service Process:

Designing with technological interfaces.

10) Barber shop

Delay customization


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If the shop is of some famous hair stylist then washing of the hair will be done by assistance &

main work of styling will be done by main stylist.

Modularization

Different modules are as Below:

(1) Hair cutting

(2)Shaving

(3)Facials

(4)Hair Styles

Customer take part in both design & delivery

Moment of truth

(1) Assistance

(2) Main Stylist


It would be included in service shop because customer interaction is high. Labor intensity is

low.

Service capacity

Chase Strategy because many shops are available in the market. Customers can move to the

other shops if waiting time is more.

DESIGNING SERVICES


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(1)Designing the "high customer contact" & "low customer contact" operations of service

process separately.

High Customer Contact: Main Stylist

Low Customer Contact: Receptionist

(2)Designing through technological interface

Uses of electronic machines for different purpose as well as using advanced hair style software

for customer so that customer s can see how they will look with new hair cut.

Designing Assembly:

(1) Receptionist

(2) Assistance

(3)Main Stylist

11)MatrimonialModularization

There is various modules available for customers like people of different class & caste.

Service Design

Reduce customer interaction through automation.

Customer only participates in delivery of the service.


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Service Shop because degree of customization is high. They service according to customer

requirement.

Service Capacity

Chase Strategy: If company can't satisfy the need of the customer they can move to other

company for service.

Designing services

Technological interface: Online service for marriage.

Documents

Pratik Om Project