Field Service Management

In: Business and Management

Submitted By sabz
Words 301
Pages 2
SERVICE DESIGN
Assessment of service system at Toyota retail outlet in East London in terms of * Service delivery system * Use of technology in service system * Employees they use
Service delivery
Find out what is their service delivery method in terms of cross-functionality as against functionality ( is there cooperation between marketing, sales, finance and accounting).
Find out the method they use to assess the level of customer satisfaction in terms of( meeting customer requirements, extent of customer involvement in decision making and how customers perceive their service).
Find out how they achieve customer contact and choice of staff for front line and back office.
How they restore customer trust and belief though service recovery and guarantees.
Use of technology
What technology and how they use technology to achieve customer contact support for front line staff and back office staff.
Find out if they outsource some of their service such as IT maintenance and call centres or have them internal.
Employee they use
How do they achieve internal service quality though employee retention, employee productivity, employee satisfaction, employee training and development and employee support.

PRODUCT DESIGN
Assessment of product design at Toyota production plant
Assess what strategy they use for new product introduction in terms of Market pull, technology push or Inter-functional view.
Assess their product development process in terms of product design approach is it (sequential or concurrent, functional or cross functional).
Assess if there is collaboration with customers and suppliers (customer inputs to new product design, use of suppliers expertise and advises)
Assess their function deployment in terms of( Market target, customer attributes)
Assess how they achieve product value analysis in terms of (product feature,…...

Similar Documents

Services Management

...SUMMARY Services marketing is a sub field of marketing and refers to both business to consumer (B2C) and business to business (B2B) services, and includes marketing of services like telecommunications services, financial services, all types of hospitality services, car rental services, air travel, health care services and professional services. The problem in service marketing is always found in the people, because it is the people who peraform any service. The thing that matters in service marketing is you always create value for your customers, if you try to capture the customers profit, it might be possible that customers may not buy your product. What matters is that one should create value from the cost he is incurring. In times of bad situation focus on value rather than on cost. There are four sources of value: 1) Product 2) Facility 3) Organization and expertise 4) Reputation and image It is very important to know your customers in order to know on what basis to differentiate otherwise you will end up differentiating on price only which can be disastrous for a manufacturer of product or service. What is a strategy: It means defining the customer in order to make a difference to them and vice a versa. Service Scope: It is the circumstances that are prevailing when the services are delivered. It can help hindering the value of the service. The more intangible the service is the more the value of service scope is. Customer satisfaction is the sum total......

Words: 357 - Pages: 2

Service Management

...In modern business, it is more important than ever for companies to provide quality customer service if they wish to remain competitive. Instilling a culture of service through a mission statement to guide the business is one of the most effective ways to accomplish this. This essay will present and analyse a scenario where customers experience poor service to demonstrate the quality gaps that result from a company that lacks a service culture. In addition, it will draw from a variety of sources to affirm the need for companies to create a service culture. Finally it will recommend changes that a company may implement to improve their own service culture. The following scenario takes place in a restaurant, one of the most customer-service orientated businesses in all industries: The customer experienced pangs of hunger indicating to her a desire for lunch, as she and her companion strolled past Chantilly’s Coffee Lounge, they were attracted to the warm and refined atmosphere that it exuded. Undoubtedly this was due to the excellent décor that combined dark wood, cream walls and cheerful lighting of a warm yellow. However as they entered they waited 10 minutes to be seated which was disappointing as the café was not at full capacity. As they were seated, they found there was only one menu on the table for two, and they expected the waitress to bring them another menu. Unfortunately this did not occur and eventually requested another menu. As they perused the menu they......

Words: 1790 - Pages: 8

Service Supply Chain - Service Management

...The service profit chain This case study sets out a simple and well-defined way to build profitability and growth in a service business. It’s focusing on how satisfied our customers must be in order to become profitable and to keep those customers, companies must manage all the aspect of the operation that affects customer satisfaction, which is determined by the service-profit chain as it helps managers target new investments to develop service and satisfaction levels to gain competitive advantage. As a result, companies that perform well on the service-profit chain aspect are probably doing well. The service profit chain starts with the internal service quality (selection, development, training), which is based on engagement and ownership (trust). Moreover, by engaging employees, you make them happy; as they will feel a part of the company they will be more productive, meaning the company gets ownership out of it, which turns in a high level of satisfaction and loyalty. Basically it emphasizes that that every part of the chain is very important, meaning if employees are satisfied but not productive, then it will not lead to value, which will not lead to satisfaction (we must take care of the value of the service as it based on perceptions of the way a service is delivered on customer expectations, the result they get out of the product or service) and so on etc. Second, it discusses a direct relationship within the chain, meaning that each level leads to the next level.......

Words: 744 - Pages: 3

It Service Management

...IT Service Specification For EuroNetBank IT Service Specification (Version) 1.0 Prepared by #MY NAME# ENB IT Division #HAND IN DATE# Revision History Name | Date | Reason For Changes | Version Number | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | Contents 1. Introduction 4 Purpose 4 Document Conventions 4 Stakeholders 4 Project Scope 4 References 4 2. Overall Description 5 IT Service Specification 5 Product Features 5 Use Case Diagram 5 Bank Account Management System 6 Use Case: Create new Bank Account 6 Use Case: Transaction 7 Use Case: Generate monthly statement: 7 Credit Card Management System 8 Use Case: Make an application: 8 Use Case: Activate credit card: 8 Use Case: Generate monthly statement: 9 Use Case: Maintain customer personal information: 9 Use Case: Check transaction and statement information: 10 Operating Environment 10 Design and Implementation Constraints 10 User Documentation 10 Assumptions and Dependencies 11 3. System Features 12 4. External Interface Requirements 16 User Interfaces 16 Hardware Interfaces 16 Software......

Words: 4114 - Pages: 17

Controversy in the Field of Human Services

...Describe an emerging issue or controversy in the field of human services. Medicaid was design to help families or individuals with low income. To provide quality healthcare for in which the person can go to the doctor to been seen if him or her is sick. Medicaid health coverage usually provide healthcare coverage for children, pregnant women, the elderly and people with disabilities. What ethical dilemmas does this issue pose? Medicaid and it’s ability to help people in need for healthcare has always came up as an issue. The denied access to healthcare for some who are not able to afford it can hurt. The idea is to help people who are in need especially the elderly and people with disabilities. Some would also include pregnant women. This would insure care for the mother and unborn child. As a leader in human service, I would respond to the issue by taking all applications that apply. Taking the proper steps and evaluating each case. Making sure that the person/persons who are applying for the need gets what they need if they fit all the requirements. Some would say some get approve for that certain time span is find, but when they continue to stay on and continue to use theses benefits it’s not fair. There maybe people who really need it and can’t be found approved for Medicaid because there are so many still on it. But regardless of how many people apply or still receives Medicaid it is a on going issue and will remain until there is some kind of healthcare......

Words: 280 - Pages: 2

Field Study for Channel Management

...Objective Field study for “Channel Management in Unorganized and Modern Trade” Purpose A complete study to understand channel management principles/dynamics in FMCG or Durables in traditional channel and Modern Trade in Orissa region w.r.t. to Bhubaneswar and peripheral markets Which company to study? Study the brands sold in the given region(s)/ market for any of the chosen companies in Appendix 1 What to study at retailer level? Which of the brands sold by the company? Sales Mix Ratio of Fast moving and slow moving Competitor’s prices of the leading brands Margins allowed, compare with the rival brands in the same category. Any promotion scheme currently running or in the recent past. Window display, merchandising etc. (support with photograph) Reordering frequency, size, Company’s salesperson’s visit Payment terms and condition, credit offered, how many days? Any other volume/cash discount Name and address, phone no.(picture of the store location, business transaction) What to study at wholesale level? Which of the brands stocked? Qty. in approx. Margins allowed, compare with the rival brands in the same category. Reordering frequency, size. Any promotion scheme currently running or in the recent past. Any other volume/cash discount. Payment terms and condition, credit offered, how many days? How many w/s in the market you have selected / w/s dealing with any other company’s product line? Understand the operational differences in......

Words: 704 - Pages: 3

Service Management

...empowered to deliver service excellene embodied in the product. With those employees, we have to make idea generatiion and concept developmeent testing. After that, systems for NSD should be established to do business analysis. At this point, we should consider that social norms need to be considered. Next, we have to gain significant competitive advantage based on innovative technology. Then, we can test our product and marketing with those enablers. Lets make an exmaple 1. Sk has to hire the technician and engineer for developing network(idea) 2. Sk has to analyze whether this idea is economically, technologically and socially acceptable. 3. Sk has to test the service if it works or not based on the technology given. Lastly, if it works, Sk can launch this service product. 2. In Strategic position, there are 2 types of structural alternatives, which are lower complexity and higher complexity. Int his process, complexity means that if degree of complexicity is high, then more personalized and customized products are available. on the other hand, if degree of complexity is low, then it leads to more standard service. Let s assume we are running a clothing store. We currently have lauched 4 basic color t shirs. in order to make more profits, we have launched more types of t shirt, and finally it brings more revenues. on the other hand, we can reduce the number of T shirts design to be unique or very high qualtiy. 3. There are 4 types of approach to service......

Words: 476 - Pages: 2

Service Level Agreement and Service Management

...1 SERVICE LEVEL AGREEMENT(SLA) AND SERVICE MANAGEMENT 1.1 DEFINITION A service is a ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. Service management is a business strategy that aims to upgrade the services that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. In order for a service to continous meet customers needs it must be managed this is because technology is always changing so as business environment due to this fact customers need will always vary time to time. The service level agreement can be defined as the contract between the service provider and customer that specifies number of measurable terms describing the quality, perfomance, Availability of the service, priorities,obligation of invloved parties,type of the service provided and mode of provision, The schedule for notification in advance of network changes that may affect users. Most common companies uses Service Level Agreement are in :-  Telecommunication companies  IT service providers  Internet Service Providers (ISP)  outsourcing. Most recently,Information System departments in organization has adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the organization) can be measured and justified. The service level......

Words: 1643 - Pages: 7

Service Management

...National Air is a competitive air-express firm with offices around the country. Frank Smith, the Chattanooga, Tennessee, station manager, is preparing his quarterly budget report, which will be presented at the Southeast regional meeting next week. He is very concerned about adding capital expense to the operation when business has not increased appreciably. This has been the worst first quarter he can remember: snowstorms, earthquakes, and hitter cold. He has asked Martha Lewis, field services supervisor, to help him review the available data and offer possible solutions. Service Methods National Air offers door-to-door overnight air-express delivery within the U.S. Smith and Lewis manager a fleet of 24 trucks to handle freight in the Chattdisanooga area. Routes are assigned by area, usually delineated by zip code boundaries, major streets, or key geographical features, such as the Tennessee River. Pickups are generally handled between 3:00 p.m. and 6:00 p.m. Monday through Friday. Driver routes are a combination of regularly scheduled daily stops and pickups that the customer calls in as needed. These call-in pickups are dispatched by radio to the driver. Most call-in customers want as late a pickup as possible, just before closing (usually at 5:00 p.m.). When the driver arrives at each pickup location, he or she provides supplies as necessary (an envelope or box if requested) and must receive a completed air waybill for each package. Because the industry is......

Words: 666 - Pages: 3

Trends Related to the Human Service Field

...Trends Paper Because the world is constantly changing, the field of human services has to change with it. In order to see the impact of how and what services will be delivered now and in the future, both economic and political events and how they are related to human service trends will be observed as well as demographic trends that will influence the future needs in the delivery of human services. Economic Events “As human services changes, there may be both negative and positive reactions. It is possible that services will become more streamlined yet less available, and the cost containment will save money but become an overriding factor in limiting treatment and other services.” (Woodside & McClam, 2011, p. 91). Job loss and unemployment, can affect a client’s ability to provide basic care for themselves or their family. The client’s self-esteem, self-confidence and overall mental health can be affected causing a “domino effect” of other problems and difficulties causing the client to slip permanently into poverty, even as economic conditions improve, and seek out social services to relieve some of their financial hardship. Food assistance programs, low rental housing and job training are a few of the services that can be provided by the human service professional to ease some these financial burdens. As baby boomers age, the number of seniors will increase causing economic changes in the population. Poor physical and mental health, housing, employment and......

Words: 1101 - Pages: 5

Service Management

...installing computer networks. Glandon, Smaltz and Slovensky (2010) stated that integrated healthcare systems helped create the impetus for installing computer networks because information housed in one system may be “ incompatible with the data format” of information stored in another system. Information technology has an important and expanding role in the delivery of high quality healthcare services. Until recently health informatics systems have generally been developed as independent centralized databases. With computing communications technologies now being introduced into major hospitals, many new information services can now be provided to enhance the patient-care provider interaction. The main applications are the office suit and web-browsers. Most companies are moving toward web interface applications and internet explorer is the front runner for testing purposes. References Egan, G. (2005). Computers and networks in medical and healthcare systems. Glandon, G.L., Smaltz, D.H., & Slovensky, D.J. (2008). Austin and boxerman's Information systems for healthcare management (7th ed.). Chicago. Illinois: Health Administration Press. Suggest how the use of a patient ID bracelet containing a bar-code representation of the patient’s ID and a bar-code scanner can lead to improved quality of care in a hospital. new technology, such as patient ID and a bar-code scanner, allows the hospital to increase the quality level of the care provided. They could ensure......

Words: 2311 - Pages: 10

Management Service

...Campground Management Services Campground Management Services (CMS) is a private company that operates campgrounds under concession agreements with federal and state governments. CMS’s strategy is to provide campers with a pleasant camping experience for a reasonable price. They want their sites to be accessible to all. They want to offer great service for planned vacations and campers spontaneously deciding to come by. CMS is responsible for collecting fees, providing maintenance services, and remitting 20% of all revenue collected to the sponsoring agency. The company has headquarters in California. The corporate headquarters consists of ten positions: president, chief financial officer, chief operating officer, human resources director, secretary/treasurer, controller, and four staff accountants. The company also employs seasonal workers in 15 states. Seasonal workers include 50 regional managers and 500 campground attendants. Regional Managers The responsibilities of a regional manager include interacting with government contacts, supervising and training campground attendants, processing fees collected by attendants, and submitting reports to the corporate headquarters. Each geographic region is within a 100 miles radius. Each regional manager is responsible for managing ten campground attendants. Each campground has between 40 and 80 campsites. The qualifications of a regional manager include excellent administrative and supervisory skills, and......

Words: 1179 - Pages: 5

Service Management

...Framework 3 4.0 Research Methodology 3 4.1 Research Design 3 4.2 Sources of data 3 4.3 Sampling and Data Collection Technique 3 4.4 Variable Measurement 3 5.0 Time frame 3 6.0 Conclusion 3 7.0 References 3 1.0 Abstract Internet has become a crucial medium for the purchase of products and services in virtual or online market and it able to link all businesses from different countries. This study aims to examine the factors influencing consumer’s intention to purchase through online from Malaysian perspective. Online trust, Information quality, online purchase experience, price and convenience were evaluated to determine whether these factors are related to online purchase intention. A stratified sampling method was used and the sample comprised of 180 students who are undergraduate and post-graduate study in University of Malaya. Data were collected via self-administrated questionnaire that using five point Likert scale. 2.0 Introduction With the advancement of internet, the electronic commerce (e-commerce) has grown rapidly as internet diminished the boundaries to the world. The internet permits the 24/7 and 365 days availability of goods and services with little or no cost. Surplus seeking consumers and retailers are always searching for markets that are more economically efficient hence, online purchasing (Jiradilok et al., 2014). The low cost of e-commerce gives both businesses and consumers a new and powerful channel for information and......

Words: 4580 - Pages: 19

Management of Health Services

...Bhagyashree Sood Management of Health services Professor Frank 11/15/2015 Evaluation #2 Managers have a big role to play in the success of a health services organizations. Since managers are the primary people one could reach out for assistance, they have to plan strategically and follow the key concepts and theories which enhances the performances of the organization. Planning and organizing is also a very important aspect in the process of maintaining sustainable relationship between the organizations and the systems external environments (Longest, 422). Strategizing is the basic concept which initializes the different theories that motivates and communicates in the field of health care systems. There are different types of concepts, theories, and leadership motivation that help the organization to stay intact within a working environment. “Planning, in general, is defined as anticipating the future, assessing present information about the organizational direction, programs, and resource deployment” (Longest 424). It is important to focus on planning in any system because it will help with the establishment of important concepts in the future. One such system that follows this pattern is the HSO system, these concepts follow through the other functions in HSO. For example functions such as organizing, staffing, directing, controlling and decision making only comes after the planning process moves ahead. Planning is a very important part of management because it......

Words: 1158 - Pages: 5

Service Management

...Gaining a Competitive Advantage through Agile Service Management and Operations Changing Business Models The Communication Service Provider (CSP) market is characterized by vertically integrated players with end-to-end ownership of network, operations and consumer businesses. In the near future, the communications industry landscape is expected to change and become a mosaic of specialized service providers pursing varying business models. This is the result of stagnating voice/data revenues, explosive growth in consumer content, rising demand for XaaS (Anything as a Service) among Small and Medium Businesses, and the emergence of new OTT (over the top) players. CSPs have been weighing changes in their business models for the past decade, and have been evaluating options for expanding their reach up the value chain by providing select content services (walled garden model), leveraging their network and data centers to deliver a user experience superior to content service providers (open garden model), or remain focused on being a bandwidth and capacity provider (utility model). While Tier 1 CSPs such as AT&T and Verizon will likely end up experimenting with all of these business models (depending on their lines of services), the tier 2 and tier 3 CSPs will likely have to make choices between the open garden and the utility model, and implement their strategies to remain competitive. A recent survey conducted by the TM forum in May 2011 indicates that 52% of CSPs would......

Words: 1736 - Pages: 7

Space Bear And ... | Choboraunyopomi Gekijou Ai Mai Mii | Sammlung