Chapter 5 The Service Delivery System

Slides:



Advertisements
Similar presentations
MARKETING THE INDUSTRY SEGMENTS
Advertisements

Front of House vs. Back of House Service
Restaurant Operations: Front & Back of the House
Restaurant Operations
Front Of The House Functions
Restaurant Operations
Chapter 04 New Service Development
Food and Beverage Department Is it time to add a new entrée or two to your menu? If so, here are some things to consider: Is it feasible? What are the.
Careers related to the Food Service Industry
Service Strategy, New Service Development, and Technology in Services
New Service Development
Use case tutorial examples.
9-1 Part 4 ALIGNING SERVICE DESIGN AND STANDARDS.
Chapter – 4 New Service Development
Process and Product Strategies
New Service Development McGraw-Hill/Irwin Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
New Service Development
New Service Development and Process Design
Chapter 04 New Service Development McGraw-Hill/Irwin Service Management: Operations, Strategy, and Information Technology, 6e Copyright © 2008 by The McGraw-Hill.
© 2006, Educational Institute Chapter 14 Food and Beverage Service Convention Management and Service Seventh Edition (478CSB)
Chapter 1 Menu Planning What Kind of Stuff Should I Sell?
Eating together.
New Service Development Design service delivery system with features to differentiate Chap. 03.
1 Serving Guests – The Main Event Chapter 6 Highlights Professional Service anticipates the guests’ needs and remains in control of the dining experience.
Chapter 11 THE REVENUE CYCLE. Introduction Revenue cycle: 1. Respond to customer inquiries 2. Develop agreements with customers to provide goods and services.
New Service Development. 2 Levels of Service Innovation Radical Innovations Major Innovation: new service driven by information and computer based technology.
Chapter – 2 The Nature of Services
6 Front- and Back-of-the-House. 6 Front- and Back-of-the-House.
1 New Service Development and Process Design. 2 Origin of new services u Human needs – stimulus for new services u Need for survival and growth in the.
 What is one of your favorite restaurants?  Why is it your favorite restaurant?  How long does it take to get your food when you order?  Do you pay.
Journal Question ► Why is it important for a company to focus on having excellent customer service? Give three examples.
Elitser IT Solutions India Pvt. Ltd. Developed by Elitser IT Solutions India Pvt. Ltd. #301, Aditya Trade Center.
Marketing and the Menu Pro Start Year Two Chapter Six.
1 Ch. 4 New Service Development. 2 Learning Objectives 1. Innovation in services 2. New service development process 3. Service Design Elements 4. Strategic.
Chapter 4 New Service Development
THE FEDERAL RESERVE You can BANK on it!. Objectives STUDENTS WILL BE ABLE TO: Understand why the formation of a National Bank was necessary. Describe.
Service Service Service. Quality customer service is very important to a restaurant business. ◦Gives the reputation to a business. ◦What is reputation?
Technology Strategies for the Hospitality Industry© 2005 Pearson Education, Inc Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey Restaurant.
Complete Guide to Hospitality Service Serve ‘Em Right.
New Service Development
To Accompany Krajewski & Ritzman Operations Management: Strategy and Analysis, Seventh Edition © 2004 Prentice Hall, Inc. All rights reserved. Process.
McGraw-Hill/Irwin ©2008 The McGraw-Hill Companies, All Rights Reserved Chapter Four Establishing New Banks, Branches, ATMs, Telephone Services, and Web.
Section 5.1 Service Basics
Front and Back of the House Answers: 1.General Manager- Person responsible for the overall operation of the restaurant. Organization of the Restaurant-----
New Service Development
New Service Development and Process Design. Levels of Service Innovation Radical Innovations Major Innovation: new service driven by information and computer.
PRESENTATION Open an account in a bank. What is Debit and Credit card? Debit card You’ll be issued with a “ Debit card “ when you open an account Debit.
Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin New Service Development.
© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Walker: Introduction to Hospitality Management, 2 nd edition Chapter 6 Food.
1 Eating Well when Eating Out Chapter Restaurants and other eating-out options offer almost any kind of food At a wide variety of prices How often.
TIM 270 Service Engineering and Management Lecture 3: Technology in Services.
100 Yen Sushi House Adlyn Pangestu - Pangeran Kurniawan - Rianti Dewi - Shabrina Koeswologito - Yunisa Kristi.
HOW TO MANAGE A RESTAURANT BY ANTONIA PETROU. Welcome to the restaurant world! As customers we have always wondered: –What and who are behind the kitchen.
Restaurant Operations
Food Service and Meeting Management in Limited Service
Restaurant Operations
New Service Development
New Service Development and Process Design
The Flow of Food: Service
FUNCTIONALITIES ON iPAD
USERS’ PERCEPTIONS OF THE E-MENU PROTOTYPE ON E-MENU FEATURES
ALIGNING SERVICE DESIGN AND STANDARDS
Customer Service Foodservice Production and Management
Food and Beverage Department
Restaurants & Food/Beverage Services.
Goal 3: Demonstrate customer service skills.
New Service Development
TYPES OF FOOD & BEVERAGE
How to Take Customer Orders in a Restaurant
Presentation transcript:

Chapter 5 The Service Delivery System

Learning Objectives Prepare a blueprint for a service operation. Describe a service process using the dimensions of divergence and complexity. Classify a service using a taxonomy of service processes. Compare and contrast the generic approaches to service system design. Discuss the use of information technology for employee and customer empowerment.

Service Blueprinting (Bank Lending Operation) Loan application Branch Officer Pay book 30min--1hr. Line of visibility Deny 1 day 2 days 3 days Fail point Customer wait Employee decision === ==== ===== $ 0 $ ==== ===== w w Receive Payment Final payment Decline Notify customer Issue check Confirm F F Verify income data Print payment book Credit check Accept Delinquent Close account Initial screening F Verify payer Confirm Employer Credit bureau F Branch records F Bank accounts F Accounting Data base records F W

Strategic Positioning Through Process Structure Degree of Complexity: Measured by the number of steps in the service blueprint. For example a clinic is less complex than a general hospital. Degree of Divergence: Amount of discretion permitted the server to customize the service. For example the activities of an attorney contrasted with those of a paralegal.

Structural Alternatives for a Restaurant LOWER COMPLEXITY/DIVERGENCE CURRENT PROCESS HIGHER COMPLEXITY/DIVERGENCE TAKE RESERVATION SEAT GUESTS, GIVE MENUS SERVE WATER AND BREAD TAKE ORDERS PREPARE ORDERS Salad (4 choices) Entree (15 choices) Dessert (6 choices) Beverage (6 choices) SERVE ORDERS COLLECT PAYMENT No Reservations Self-seating. Menu on Blackboard Eliminate Customer Fills Out Form Pre-prepared: No Choice Limit to Four Choices Sundae Bar: Self-service Coffee, Tea, Milk only Serve Salad & Entree Together: Bill and Beverage Together Cash only: Pay when Leaving Specific Table Selection Recite Menu: Describe Entrees & Specials Assortment of Hot Breads and Hors D’oeuvres At table. Taken Personally by Maltre d’ Individually Prepared at table Expand to 20 Choices: Add Flaming Dishes; Bone Fish at Table; Prepare Sauces at Table Expand to 12 Choices Add Exotic Coffees; Sherbet between Courses; Hand Grind Pepper Choice of Payment. Including House Accounts: Serve Mints

Structural Positioning of Healthcare Services HIGH COMPLEXITY * Hospitals Services * General Practitioner * Forensic-Testing Lab * Diagnostic services only * Specialist: Treatment only LOW DIVERGENCE HIGH DIVERGENCE * Outpatient Clinic * Retailer of Orthopedic Supplies * X-Ray Lab * Medical Counseling LOW COMPLEXITY

Taxonomy of Service Processes

Production-line Approach to Service Design Limit Discretion of Personnel Division of Labor Substitute Technology for People Standardize the Service

Customer Participation Encourage Co-production by Customer Free air miles for Internet ticketing Promote Demand Smoothing Half-price drinks before 6:00pm

Information Empowerment Employees Relational Databases Customers Internet Web Site

Customer Contact View of Services Degree of Customer Contact Influences Potential Efficiency of Service Separate High- and Low-Contact Operations Consider Sales Opportunity and Production Efficiency Tradeoff

100 Yen Sushi House Blueprint Customer Provider Activities Activities Enter Welcome Customers Seat Themselves Serve Accessories Make Paste Make Selection Prepare Selections Review Demand Make Tea Cook with Attn. to Flavor Eat Fill Tea Remove Uneaten Sushi Stack Plates Get from Inventory Pay Count Plates Leave Thank Customer Stock Inventory Remove Accessories Line of Visibility Tell Friends Wash Plates, etc. Provide High Quality Ingredients F F F F F F F

100 Yen Sushi House Service Package Supporting Facility Facilitating Goods Explicit Service Implicit Service

Dishwashing Counter in Back 100 Yen Sushi House Layout Dishwashing Counter in Back CONVERSATION AREA Miso and Tea Station CONVEYOR BELT CONVERSATION AREA TAKE-OUT POSITION ENTRANCE = CHEF

100 Yen Sushi House Questions What features differentiate 100 Yen Sushi House and how do they create a competitive advantage? How has the 100 Yen Sushi House incorporated the just-in-time system into its operations? Suggest other services that could adopt the 100 Yen Sushi House service delivery concept.