Service Management
By Venkatesh.N
ByIvan Cavric
Service >A service is an action of doing something to some
one which is essentially (purely) intangible…
>“Service is an act or performance offered by one party to another that is essentially intangible and does not result in the ownership of anything.”
Supply chain management
Supply chain management is a total system approach to managing the entire flow of information, materials, and services from
raw -materials suppliers through factories warehouses to the end customer
Contd….. A supply chain is the system of
organizations, people, activities, information and resources involved in moving a product or service from supplier to customer.
Supply chain activities transform raw materials and components into a finished product that is delivered to the end customer.
Supply chain
Supplier Manufacturer Distributor Retailer Customers
Supply chain management
Characteristics of services
Characteristics Intangibility: It cannot be taste, feel & smell before they are bought
unlike physical product. The intangibility creates a feeling of uncertainty about the outcome of service.
Inseparatebility: Services cannot be separated from the services provided
(we cannot separate the service from the product) in fact the product delivers consumption of a service.
Variability: Services of highly variable. It is almost impossible to have
the same service from the same seller the second time.
Contd…. Customer participation: Service product is not a one side activity customer
are core product of services. The product quality of services greatly depends upon the ability, skills and performance of the employees as well as the activity and performance of the customer.
No ownership here we cannot transfer ownership from one
person to other person that particular service belongs to particular person because its purely intangible
Pershability They cannot be stored
Product And Service Marketing Mix
Differences B/W Goods and Services
Goods / Services
Classification of service It is required to design & apply marketing techniques to
completely satisfy the customer & increase profit & identify new emerging services
Classification can be done on the following basis Classification by industry Classification by target effect Skill level of service provider (professional/Non
professional) Labour intensiveness(people-based/ equipment-based) Degree of customer involment
For a layperson, services are essential intangible.Teir purchase does not result in the ownership of any thing physical.
WHAT ARE SERVICES
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