Challenges faced by service managers?

1. Answering customer calls. 2. Satisfying customers by timely service. 3. Time is the biggest challenge. 4. Quality of service. 5. Compensating in case of qualify defects or replacing defective parts. Another big challenge.

Role of service in economy?

FINANCIAL SERVICES Financing Leasing Insurance

INFRASTRUCTURE SERVICE Communications Transportation Utilities Banking

DISTRIBUTION SERVICES Wholesaling Retailing Repairing MANUFACTURING Services inside company: Finance Accounting Legal R&D and design

PERSONAL SERVICES Healthcare Restaurants Hotels

CONSUMER (Self-service)

GOVERNMENT SERVICES Military Education Judicial

BUSINESS SERVICES Consulting Auditing Advertising Waste disposal

Competitive strategy available for service management.? DIFFERENTIATION STRATEGY COMBINATION STRATEGIES FOCUS STRATEGY GENERIC STRATEGIES AND THE INTERNET Market Challenger Strategies

Emergence of Self service?

What does self-service ITSM encompass? It often includes:

The ability for end users to open new tickets online Real-time status tracking and activity monitoring for open tickets Access to a knowledge base, FAQs, or other information that will allow end users to find the answers to common questions, or solutions to routine problems, on their own

There are many significant benefits that can be derived from making self-service IT service managementcapabilities available to end users, such as: Reduced Call Volumes Improved IT Staff Efficiency and Resource Allocation Enhanced User Convenience and Satisfaction Minimized Support Costs

Generic strategy of services?

Classification of Queuing model and explain?

Service quality and explain the gaps Pert expected proj duration always optimistic ODD Distinctive characteristics of services?

Service profit chain?

Adoption process of a new technology? Awareness. The individual is simply aware the innovation exists. Interest. The individual wants more information. They begin to wonder if the innovation can help them. Evaluation. The individual mentally examines the innovation using the information gathered, trying to determine whether it will really impact their work. Trial. The individual actually tests the innovation to see if reality matches expectations. Adoption. The individual likes the innovation and adopts it wholeheartedly.

Service demand forecasting methods?

Methods that rely on qualitative assessment

Unaided judgment Delphi technique Game theory Judgmental bootstrapping Simulated interaction jury of excecutive method

Methods that rely on quantitative data

Quantitative analogies Rule-based forecasting Neural networks Data mining Segmentation

Global service stratergy? Cost drivers customer drivers competitive drivers government drivers

Issued involved in Customer management in service? Reliability assurance tangible empathy responsiveness

Explain the performance of measurements in the management of services?

Why use performance based management? Even the best performance measurement program will only tell us what needs to be done and suggest how to do it. Raw numbers should not drive the decision process, but objective data can inform it. A well integrated performance management program gives us information that is meaningful and reliable, not just "data" and charts. With meaningful information, we can make more sound decisions based on all three sources of knowledge: objective data, observation, and political realities. The best leaders make decisions based on a consistent process that is informed by data - then they motivate and steer their organizations to do what must be done, and in turn are exceptionally successful in the long term. How do we use performance data? What is often called "Continuous Quality Improvement" or the Deming Cycle is central to many successful organizations. It is simply a continuous process Plan Do Check Act.We avoid using fancy labels and performance jargon as much as possible to describe the process. We dont give it a title - it is simply how we do the business of effective government. It is known by many names, but no matter what you call it a system of continuous improvement is essential - especially as funding becomes more scarce and the cost to provide services increase. PLAN: Review or revise our business process or services to improve results DO: Implement our plan and measure its effectiveness (performance) CHECK: Assess the measurements and report the results to the right decision makers ACT (Analyze): Decide on changes needed to improve the processes or services then gather the resources to do it.