Which of the following elements is included in the service delivery system?
An efficient and effective Service design helps businesses work toward the goal of service excellence. A good way to understand and define it is by reversing the words –“Designing the Service”. It involves the planning and organizing of many internal factors that finally make up the delivery of service to the end customer.
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Creating service design and delivery processes enables those in the service industry to establish a baseline in order to provide consistent service to the customer and builds up a systematic mechanism that not only ensures a better experience to the customer, but also allows organizations to understand what is working for them and what is not in terms of their service delivery. Processes form an integral part of service design components, along with people and products. People and Product (also called props) have a role to play in the creation and execution of service design, but in this article we will focus on Processes as a part of Service Design. What Are Processes Involved in Service Design and Delivery?What is an example of service design processes? At a restaurant, processes would include as taking orders, entering orders, serving food, c At a retail store, processes would include stacking of products, billing, inventory, guiding a customer. At a bank, processes would include verification of details, handing over cash and so on Actions take place either when a service is carried out or in order to support the service. Processes may involve only the employee, or both the employee and the customer. In other words, some processes are behind the scenes and some takes center stage. Why Is it Important to Build Service Processes?A service can be carried out without specific, laid-out processes or with vague processes. However, in these cases, the inevitable result is that the outcome will be inconsistent and potentially sub-par, creating low or variable customer satisfaction. By creating clear, specific processes that incorporate every part of a service, organizations establish a guideline to ensure consistency in service, meeting customer expectations and creating satisfaction. At EHL Advisory Services, we work closely with organizations and assist them in designing their customized – “Book of Hospitality”, a one-stop shop that documents the “what to do” and “how to do” for all possible customer touchpoints as well as back end processes. 4 Success Factors when Building Service Design and Delivery Process1. Focus on the CustomerLook at this from the point of view of the customer. Even before you decide to pen down your processes, the first thing that needs to be mapped out is the Customer Journey – what are the various touchpoints that a customer may have while interacting with your organization in order to experience the product/service. The idea is to consider the customer journey throughout the service, with a focus on customer needs and expectations during this journey. The processes should focus on adding value without being unnecessary or overly complicated.
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