SERVICE MANAGEMENT Customer Experience and User Experience
Tymofii
Class_9.pptxSERVICE DESIGN & PROCESSES/II (Process Flows & Support Facilities)
DR. NARCIS BASSOLS
BBA223 – SERVICE MANAGEMENT
Spring Term 2022
PROCESS FLOW DIAGRAMS
Help visualizing and documenting processes
Identify bottlenecks
Determine system capacity
Propose improvements
A VERY SIMPLE SERVICE FLOW DIAGRAM: Booking a taxi
A MORE COMPLEX SERVICE FLOW DIAGRAM: Mortgage Services
A MORE COMPLEX SERVICE FLOW DIAGRAM: School Admissions
SOME MORE CONCEPTS
Direct Labor Content is the actual amount of work time consumed.
Total Direct Labor Content is the sum of all the operations times.
Direct Labor Utilization is a measure of the percentage of time that workers are actually contributing value to the service.
BOTTLENECK MANAGEMENT
BOTTLENECK AT A SHOW ENTRANCE
IMPROVING THINGS...
WHAT ARE NOW THE IMPROVED CAPACITIES?
Summing Up: Two Sides of the Same Coin 1. From the perspective of the Server Why is there waiting time? Why is the resource under-utilized? ∵ limited supply and variable demand 2. From the egocentric perspective of the Customer Long wait time despite arriving on time. ∵ poor planning ∴ perception of low quality
