1. IB Business Management 4.6 PROCESSES

2. Learning Outcomes To be able to analyse the importance of delivery processes in the marketing mix of a service (A03) To be able to analyse necessary changes in these processes for a particular context (A03)

3. Essential Questions? What examples of Processes can you think of in the service industry? Why are they so important for the service industry?

4. Processes “The way in which a service is provided or delivered”.

5. Processes in the service industry include: Payment methods – allowing multiple forms of payment can make a service more convenient for customers. Waiting / queuing time – meeting and satisfying customer needs in a timely fashion is necessary to avoid bad image or poor reputation (discount if late?). Customer services – the degree to which a customer is taken care of. Attentiveness, care, politeness, well trained, ability to answer questions…Satisfaction monitored by customer satisfaction surveys. After-sales care – degree to which assist customer even after the purchase e.g. warranties, installation, maintenance, technical support. Can be a USP. Delivery Processes – can offer delivery FoC or as additional extra. Improves service, especially if bulky items. Can be USP also.

6. Processes Task – 5 mins Find one good example of a business that has benefitted from efficient processes Find one bad example where a business has suffered from poor or inadequate processes

7. What about for our companies? How important are processes? Which processes are vital? Could some businesses improve processes to develop a competitive advantage and increase customer loyalty?

8. Processes – CUEGIS? CONCEPTRELEVANCE TO PEOPLE THEORY CHANGE CULTURE ETHICS GLOBALISATION INNOVATION STRAETEGY