| What is meant by Services ?
A SERVICE IS AN ACTIVITY OR A SERIES OF ACTIVITIES OF MORE OR LESS INTANGIBLE NATURE THAT NORMALLY,NOT NECESSARILY, TAKES PLACE IN INTERACTIONS BETWEEN THE CUSTOMER & EMPLOYEE/ PHYSICAL RESOURCE OF SERVICE PROVIDER, WHICH ARE PROVIDED AS SOLUTION TO CUSTOMER PROBLEMS |
| Mention some example for service sector
Hospital, banking, airlines, Post office , Railway |
| What are the main Characteristics of Services
Intangibility, Variability , Perishability inseparability
|
| What is the main difference between manufacturing goods and services
Manufacutring goods needs separate theories and concepts to boost the product ie minimize the cost and maximize the production
Each service characteristic has specific marketing implications and its own theory to provide better service to common public |
| What are the Nine P s in service management
1.Product elements 2.Positioning Strategy 3.Promotion and education 4.Physical evidence 5.Place, cyberspace, and time 6.Price and other user costs 7.People 8.Process 9. Productivity and quality |
| What are the main factors related with services
Product Price Place Promotion People Process Physical Evidence Productivity & Quality |
| The major things to improve the quality of service
Services need to be managed properly A proper forum to be created to discuss the service issue with customers Continuous effort to be taken to improve the quality of service from staff and management Development of innovative idea to provide a better service to customer |
| Specification of services
Service Consumer Benefits Service-specific Functional Parameters Service Delivery Point Service Consumer Count Service Delivering Readiness Times Service Consumer Support Times Service Consumer Support Languages Service Fulfillment Target Service Impairment Duration per Incident Service Delivering Duration Service Delivery Unit Service Delivering Price |
| The services companies may serve as a basic management system, which contains the following subsystems Project Management System (Corporate Knowledge Management System Reports and Records Management System Strategic Management System Risk Management System HR Management System Customer Relationship Management System Supply Management System |
| Prepared by S jayachandran , SA , Divisional Office , Mavelikara-690101 |
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