ServIce Deliverys

8/8/2019 ServIce Deliverys

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Presented by,GROUP 6

Ranjith MK Reshmi R.Krishna

Syam Kumar

Service Delivery


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INTRODUCTION

y

Available at right time at right placey Accessible to consumers with easeand convenience


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Service Dimensions

P rocedural dimension

P ersonal dimension

SERVICE


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Service Delivery Model


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P lace and Time Decisions


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Service location

Factors to be considered:

o T arget consumerso degree of interactiono Accessibility


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Time of Service Deliveryy T raditionally, schedules were restricted

y Service availability limited to daytime, 40 to50 hours a week

y Today y For flexible, responsive service operations:

24/7 service 24 hours a day, 7 days a week,around the world


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Op tions for Service Delivery

C ustomer goes to service organization

Service organization comes to customer

C ustomer and service organizationtransact remotely (mail or electroniccommunications)

T heater

Barbershop

Bus service

Fast-food chain

House painting

Mobile car wash

C redit cardcompany

Local TV station

Mail delivery

BroadcastnetworkTelephonecompany

T ype of Interaction between C ustomerand Service Organization

Single Site Multiple Sites Availability of Service Outlets


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Distinguishing between core andsupplementary service

As created byoriginating firm

As enhancedby distributor

As experiencedby customer

+Core = Core

Core product Supplementaryservices

Total experienceand benefits


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Service p rovidersy D irect distributiony P rivate channelsy Combination of both


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Strategies for channel

managementy Control strategiesy

Empowerment strategiesy P artnering strategies


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W orking a service distribution

systemy Align the system properly y Remember each part of the sales cycley Balance retail and wholesale intermediariesy Make wholesale intermediaries effective product

managersy Keep intermediaries loyaly P ay the price to do multi-marketing correctly y Control the pace of change


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Distributorsy F ranchisingy

Agents and brokersy Electronic channels


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Franchisingy P opular way to expand delivery of effective service

concepty F ranchising is a fast growth strategy, when

y Resources are limitedy Long-term commitment of store managers is crucialy Local knowledge is importanty F ast growth is necessary to preempt competition

y Study shows significant attrition rate among franchisorsin the early years of a new franchise system

y One-third of all systems fail within first 4 yearsy T hree-fourths of all franchisors cease to exist after 12 years


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y D isadvantages of franchisingy Some loss of control over delivery system and, thereby, over

how customers experience actual servicey

Effective quality control is important yet difficulty Conflict between franchisees may arise especially as they gain experience

y Alternative: license another supplier to act on the original

supplier

s behalf to deliver core product, for example:y T rucking companiesy Banks selling insurance products


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Dunkin Brands Distributes Its Branded Service Conce p tsthrough F ranchisees

D unkin brands:D unkin D onuts

(coffee andbacked goods),Baskin Robbins(ice cream),Togo s(sandwiches)


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A gents and brokersBENEFIT S

low selling and distribution costSpecialised skills and knowldege Wide representation in the marketKnowledge of local marketsCustomer choice


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E lectronic channelsBENEFIT Sy quality controly Low costy Customer conveniencey Wide distributiony Customer choice


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Using W ebsites for Service Delivery

SafekeepingT rack package movementsC heck repair status

C

ore: Use Web to deliver information-based core services

C ore

C onsultationC onduct e-mail dialogUse expert systems

Order-takingMake/confirm reservationsSubmit applicationsOrder goods, check status

Hospitality Record preferences

BillingReceive bill

Make auction bidC heck account status

ExceptionsMake special requestsResolve problems

PaymentPay by bank card

D irect debit

InformationRead brochure/FAQ; get schedules/directions; check prices


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Challengesy N o control on electronic environmenty

Inability to customisey Customer involvement


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Service Delivery InnovationsFacilitated by Technology

y Technological Innovationsy D evelopment of smart mobile telephones and PD As as well as

Wi- F i high-speed Internet technology that links users to Internetfrom almost anywhere

y Voice-recognition technology y Websitesy Smart cards

- Store detailed information about customer

- Act as electronic purse containing digital money y Increase accessibility of servicesy D eliver right information or interaction at right timey Create and maintain up-to-date real-time information


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INTRODUCTION TOTELECOMMUNICATION SECTOR

y Telecommunication sector in India can be divided into twosegments:

y 1) Fixed Service Provider (FSPs),y 2) Cellular Services .


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SE RVICE DEL IVE RYy For eg. Bharti Airtel

Subscription services

Call management servicesMail, message servicesD ata servicesOperator servicesP hone backup


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H ealth Sectory T he Indian Health sector consists of y Medical care providers like physicians, specialist

clinics, nursingy

homes, hospitals.y D iagnostic service centers and pathology laboratories.y Medical equipment manufacturers.y Contract research organizations (CRO's),

pharmaceuticaly manufacturersy T hird party support service providers (catering,

laundry).


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y For eg. Baroda Heart Institute and Research Centre :y Founded on the 11th of March, 2001 the institute is

unique by the facty that it is poised to become the best cardiac care

centre in Gujarat and the neigbouring states, wereborn out of the dream concept of providing

y Single Centre Management of cardiac ailments.y BHIRC offers the highest standards of comprehensive

cardiac care


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Service delivery systemy OPD Servicesy Indoor Servicesy Cardiac surgery y Interventional cardiology y Round the clock servicesy Regular Clinic lifestyle management and

Rehabilitation services


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Education Sector IND

IA N

IN

ST

ITUT

E OF

MA N AGEME

NT(AHME

D ABA

D)

y In just four decades IIMA has evolved from beingIndia s premier management institute to a notableinternational school of management.

y It all started with D r Vikram Sarabhai and a few otherpublic spirited industrialists realizing that agriculture,education, health, transportation, population control, energy,and public administration were all vital elements

y In a growing society and that it was necessary to link thesemeaningfully with industry.

y T he result was the creation of the Indian Institute of Management, Ahmedabad in 1961 as an autonomous body withthe active collaboration of the Government of India,Government of Gujarat, and industry.


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Service offeringsy MBA LevelP rogrammesy Faculty D evelopment P rogrammey D octoral programmey Executive education


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Banking SectorT he Indian banking sector has been well shielded by thecentral bank and has managed to sail through most of thecrisis with relative ease.P

ublic sector banks have been very proactive in theirrestructuring initiatives be it in or pruning their loss assets. Apart from streamlining their processes through technology initiatives such as A T Ms, telephone banking, online banking

and web based products, banks also resorted to servicedelivery through financial products such as credit cards,mutual funds and insurance policies to augment their feebased income.


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Banking sectory Bank of Baroda Brussels branch is one of the

International branches of Bank of Baroda.y Bank of Baroda is one of India s leading commercial banks.

It has significant international presence with a network of 71 offices in 25 countries including46 branches of the Bank,21 branches of its eight Subsidiaries and four

y Representative Offices in Malaysia, China, T hailand & Australia.

y T he Bank also has one Joint Venture in Zambia with 9branches.

y T he Bank has presence in world s major financial centers inN ew York, London, Hong Kong, Brussels and Singapore.


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Service offering by Bank of Baroday D epositsy Money T ransfery T rade financey Term loansy Foreign Exchangesy Other services


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T hank you !!!

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ServIce Deliverys