Download - Service operations 2
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Dr. Swatantra Kumar, SSVGI, Bareilly
Service operations
ByDr. Swatantra Kumar
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Dr. Swatantra Kumar, SSVGI, Bareilly
How services are created
We take an example of a Professional Management Institute
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Dr. Swatantra Kumar, SSVGI, Bareilly
What you need first
???????????????
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Dr. Swatantra Kumar, SSVGI, Bareilly
What you need first
Vision & MissionWhat you want to do (Mission)Where you wanted to go (Vision) Like you say – I want to create a world
class management institute in Patiala. My mission is to provide affordable yet
world class management education to all sections of society.
My vision is to make this institution the best management institute in the country.
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Dr. Swatantra Kumar, SSVGI, Bareilly
Than….you need to find….
???????????????????
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Dr. Swatantra Kumar, SSVGI, Bareilly
Yes…
A detailed plan of execution Defined objective Defined Product(Service)/Market Resource generation (Man, Machine,
Money, Material, method) Service blueprint Service development efforts
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Dr. Swatantra Kumar, SSVGI, Bareilly
For a potentially world class institute how will you define these..
Plan of execution involves – Product(Service)/ market:
Options: MBA (AICTE); PGDM (AICTE), University, Distance Mode (Lot of Options)
Like you go for AICTE Approved MBA programme (Since it has got credibility in the market)
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Dr. Swatantra Kumar, SSVGI, Bareilly
The process of building
You need AICTE approval (there are set of rules defined by AICTE) – you need to comply
You need defined building spaces You need defined library facilities You need defined Computer labs You need defined Faculty and staff
members You need defined capital employed
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Dr. Swatantra Kumar, SSVGI, Bareilly
Once everything in place
Think about consumers (Students in this case)
Positioning services is key (getting mind space)
It has to be competitively superior (S-T-P)
S-T-P is critical in service communication.
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Dr. Swatantra Kumar, SSVGI, Bareilly
But the real game begins when You start delivering the services In case if you wish to provide great quality
of management education – You need educational resources (great
books, journals, online databases for library)
You need really good resource persons (faculty members, visiting professors, industry professionals, HR managers etc.)
You need a great system of service delivery in place (good office staff, librarian, network administrator, and peon)
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Dr. Swatantra Kumar, SSVGI, Bareilly
In case of service, creation and delivery system is critical
With in the broad education delivery system there are systems such as Student enrolment system Education delivery system Examination system Placement assistance system Alumni management system
And, each of them is extremely critical for the overall success.
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Dr. Swatantra Kumar, SSVGI, Bareilly
Think as if
Any of the sub systems fail What happens to overall service
quality????
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Dr. Swatantra Kumar, SSVGI, Bareilly
service operation is a tricky business
It has to take care of countless factors What if out of eight subject teachers one is
not up to the mark? What if out of the 60 students in the class 5
are rebels? What if the librarian is not polite in his
dealings What if the meal in the canteen is not up to
the mark? What if the students get great education and
no placement?
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Dr. Swatantra Kumar, SSVGI, Bareilly
The value chainManagement
Suppliers
Inputs• People• Information• Physical
goods
Process or network of processes
Goods and
services outputs
and outcomes
Post sale
services
Land, labour, capital, & information resources
Synchronized information and feedback loops
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Dr. Swatantra Kumar, SSVGI, Bareilly
Ready for more