Contents
- Executive Summary
- Introduction & Definition
- Characteristics of a Service
- 2.1 Five distinctive characteristics to a service management
- The 3Ps of Services Management
- 3.1 People
- 3.2 Processes or Procedures
- 3.3 Physical Evidence
- Service Delivery Model
- 4.1 Service Strategy
- 4.2 Service Design
- 4.3 Service Transition
- 4.4 Service Operation
- 4.5 Continual Service Improvement
- Special approach to Service Management & Critical Analysis
- Conclusion
- List of References
Description
It is ancient that consumers would be satisfied with only a tangible offering i.e. product. Today the want a plethora of service too with it. In fact new business environment and consumer demand requires intangible more than tangible today. A product sale is termed incomplete till it is packaged with strong pre and post sales service. Therefore, we have chosen this topic that Service Management is not only a separate discipline to study today but its processes are distinctive. Production of a product is process oriented but delivery of service is equally crucial and needs a specific and carefully designed process. The intellectual property build in Service Management is unique and are strategic assets for organizations today.