pratik om project
TRANSCRIPT
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A
Project Of Operations Management
OnService Operations
Submitted To:Prof. Kruti Patel
Submitted By:Pratik Patel(60)
Chandrakant Patel(56)
Kalpesh Patel(58)
Jayesh Patel(57)
Maulik Patel(59)
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1)Tours & travels
Make My Trips.com
Service design
Modularization
Low-cost carriers (LCCs) had made air travel cheaper, thus opening up the market for air travel
and leisure holidaying beyond visiting friends and family. The young India had more disposable
income and a greater desire to travel. Company is providing different packages for different kind
of people like higher class, lower cost carriers, young generation, honeymoon packages.
Designing service with technological interface & reduced customer interaction often
through automation.
MMT identified the gap between demand and supply and decided to offer a user-friendly and
convenient online interactive interface to the consumer.
The airlines move to e-ticketing also paved the way for travel e-commerce. The travel market
was ready to evolve to the next level (online) and MMT was preparing to launch at the most
opportune time. As the first and only comprehensive online travel site with real time
booking for flights, hotels, holidays, and cars, MMT was in the process of bringing a revolution
in the way travel products were bought in India.
Design & delivery
Company is including customers only in delivery of the services.
Moments of truth or Service encounters
In the case of MMT service encounters starts as the customers starts to enquire for the different
services and packages provided by the company and it is continued till journey of the customer is
continued.
Classification of the services for MMT
As the labour intensity of the labour compared to the capital investment is very low and degree
of interaction and customization is also very low so MMT falls in the category of Service
Factory
Service capacity
Chase strategy and demand smoothing are included in the service capacity. Like if there would
be very crush in festival times to go outside in that time many of the tours and travels are full so
we go with others travels. And demand smoothing is that sometimes there would be fewer
passengers to travel at that time we pick persons who go with any other transport with less
money we also pick up with those passengers with fewer amounts so we get that amount instead
of blank seat
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Yield management
If there are fewer passengers in the bus so they are pick the other passengers who want to go in
fewer amounts they are also went in fewer amount so travelers are suffer lesser amount.
2)Airlines
Service design
It would be included in modularization because they have to different types of skims for different
places tours. And also include in reduce customer interaction because online tickets booking are
also available.
Classification of services
Airlines would be included in service factory, because there would be low degree of labor
intensity and low customers interaction in that process.
Service capacity
Chase strategy and demand smoothening are included in the service capacity. demand
smoothening like if there are fewer customers so airlines pick up those persons who want to go
in fewer amounts so they would face lower loss and Chase strategy like if there would be not
provided good service so customers are go with another airlines.
Formats of queue
Classic queue is the included in it because there would be one queue and then after the scanning
the body and all other procedures are followed in a single and one by one queue.
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Blue print
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3)Hospital
Kakariya Hospital Service Design
Service design
Hospitals are included in the Delay customization. Because they are provided First of patient
examine by Assistant Doctor. & realize your patient case after go for expert doctor
Classification of services
Hospital service consider in Service Shop. Degree of interaction customization high degree of
intensity labor low
Service capacity
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Hospitals include constant capacity because doctors are get the appointment time to patients and
patients are arrange that time of the appointment.
Reduce customer interaction often through automation :
Like a hospital payment by credit card, debit card, & e-payment
Service capacity plan : Constant capacity
KAKARIYA HOSPITAL BLUE PRINT
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Kakariya hospital waiting time management
Classic queue format :
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Patient line for report increasing window patient line reduce
Zigzag queue format :
Hospital security check & patient go operation room , general room, laboratory wordX- ray word
Number queue format :
Doctor appointment for token system & mail
Split queue format :
Doctor line & laboratory line it called multiple line
4)Restaurant
Service designs
Modularization is the part of service design for restaurant, because in the restaurant there are
different foods are available like Chinese, Punjabi, Guajarati food menus are there. So it would
be in module.
Classification of services
Restaurants are include in mass services because there are low customer interaction and high
labor intensity require.
Service capacity
Chase strategy is included in it. Because in weekends time most of prefer to eat outsides. So
most of the restaurants are full and also for waiting lines. So customers prefer other restaurantwho has low waiting queue.
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Queue format
Number queue format are use because when ever waiting is high there would be given such type
of numbers and we have to with that numbers.
Blueprint
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5)Insurance
Service design
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It would be include in modularization because there would be different insurance skims are provided to
customers. Like LIC has jeevansathi, jeevanveema, etc. are different options for them.
Classification of services
Mass services are there because there would be low customer interaction and high labor intensity are there.
In the insurance companies are having fewer numbers of employees who sell the insurance to many of the
customers.
Service capacity
Chase strategy is there because if insurance company would not provided good services customers are go
with other firms who provide better than that.
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Blueprint
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6)Broking firm: Sharekhan
Service design
Reduce customer interaction by atomization by providing online trading, telephone trading and mobile
trading.
Design Delivery
Customer is only involved in the delivery of the service.
The service encounter or Moment of Truth is
Generally there are three types of service encounters:-
1)Remote encounter(Website/Emails)
2)Phone encounter
3)Face-to-Face encounter
Classification of service
Gap1:- The Promotional Gap:-
The origin of the problem lies in the companys marketing communications.
In the bid to get new customers by selling the benefits of their product or service companies can very easily
create expectations in the minds of customers that will be difficult to fulfill.
Gap2:- The Understanding Gap:-
Another problem area is that the organizations do not have a proper understanding of customers needs and
priorities.
If they dont realize what is important to customers, it is quite possible that customer will not be satisfied
despite good quality of service.
Gap3:- The Procedural Gap:-
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Despite the organization having proper understanding of what matters most to the customers it may still fail
to deliver customer satisfaction if it cannot translate customers expectations into appropriate operating
procedures and systems.
Gap4:- The Behavioral Gap:-
Sometimes organizations establish clear procedures which can match with the customers needs and
priorities but still fail to achieve a consistently high level of customer satisfaction because staff may not be
sufficiently trained or disciplined to follow the proper procedures at all times.
Gap5:- The Perception Gap:-
It is possible that above mentioned gaps do not exist still some customers may be dissatisfied.
This is because of the customers perception of the performance of organization which may differ from
reality.
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Blueprint
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7)BankDELAY CUSTOMIZATION
When customers enter in the branch for opening a new bank account, first of all, peon gives him
the form. Then he has to go to the clerk for asking that who to fill the form. Clerk guide the
customer than whatever he filled the form that is checked by the accountant. After that customer
gives the cash to the accountant and complete the whole procedure.
Modularization
There are different types of accounts in a bank by which the bank accept deposits. Some of themost common one are explained here as follows:-
Current Account:
It is an account opened by a businessmen, traders, firms etc from which the money can be
withdrawn without any notice through checks. No interest is paid on this
accounts. Overdraft facility is available to this account holders.
Savings Account
To promote the savings habit among the people especially from salaried earners, this account is
accepted by the banks. The deposits can be withdrawn as and when required subject to certain
restrictions from this account.
Fixed Deposit Account:
This account is opened by people when they get surplus/income or money. In this, they have to
deposit any amount of money which can be withdrawn after a specific period. The rate of interest
is high for this account. Before the maturity date the money cannot be withdrawn.
Recurring Deposit Account
Under this account, certain amount of money is periodically deposited for a fixed period by the
customers. At the end of the period, the principal and interest is given altogether in lump sum.
People those who have long term plan or objectives, deposit in this account. For the marriage or
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education of their children, parents prefer to deposit in this account.
Service design
Reduce customer interaction is the part of bank. Because now days banks are provide mobile
banking and internet banking to reduce customer interactions.
Automation:
A.t.m
Online banking
Mobile banking
Moment of truth
Duty details about the services which all the following employees has to perform is given by the
branch manager. It is renewed in every 6 months.
1) Branch manager
2) Accountant
3) Loan officer
4) Cashier
5) Assistants(clerks)
6) Messengers
Classification of services
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It would be included in mass service because there are less customer interaction and high labor
intensity, because they invest in technology
Service capacity
It shows in a day, how many numbers of customers are entertained by the branch of SBI.
Chase strategy: - to meet the customer perception with their expectation, bank appoint new very
much qualified aspirants or knowledge workers.
Chase strategy is the part of service capacity and it is included in banking sector because any
others bank has not provided good services customers are preferred another bank who give more
flexibility and more services.
DESIGNING SERVICES
Technological interface:
1) A.T.M
2) Online banking
3) Mobile banking
Designing Assembly:
Customer Clark Counter Account Counter Cashier Counter.
8)Educational Institute
DELAY CUSTOMIZATION
Process of admission will be completed by administrative staff. Process of teaching will be taken
care by teaching staff.
Modularization
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Different modules are as Below:
(1) Engineering
(2) M.Tech/M.E.
(3) MBA
(4) Pharmacy
Customer take part only in delivery of services.
Classification of services
It would be included in mass service the service is for all. There isn't any kind of customization.
Service capacity
Chase Strategy because students can prefer other institute if they can't find proper services they
can choose other institute.
DESIGNING SERVICES
(1)Designing the "high customer contact" & "low customer contact" operations of service
process separately.
High Customer Contact: Teaching Staff
Low Customer Contact: Administrative Staff, Canteen Staff
(2)Designing through technological interface
Use of projector to teach the students.
Providing Wi-Fi system.
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(2) Local shop retailer
Designing Service Process:
Designing with technological interfaces.
10) Barber shop
Delay customization
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If the shop is of some famous hair stylist then washing of the hair will be done by assistance &
main work of styling will be done by main stylist.
Modularization
Different modules are as Below:
(1) Hair cutting
(2)Shaving
(3)Facials
(4)Hair Styles
Customer take part in both design & delivery
Moment of truth
(1) Assistance
(2) Main Stylist
Classification of services
It would be included in service shop because customer interaction is high. Labor intensity is
low.
Service capacity
Chase Strategy because many shops are available in the market. Customers can move to the
other shops if waiting time is more.
DESIGNING SERVICES
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(1)Designing the "high customer contact" & "low customer contact" operations of service
process separately.
High Customer Contact: Main Stylist
Low Customer Contact: Receptionist
(2)Designing through technological interface
Uses of electronic machines for different purpose as well as using advanced hair style software
for customer so that customer s can see how they will look with new hair cut.
Designing Assembly:
(1) Receptionist
(2) Assistance
(3)Main Stylist
11)MatrimonialModularization
There is various modules available for customers like people of different class & caste.
Service Design
Reduce customer interaction through automation.
Customer only participates in delivery of the service.
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Classification of services
Service Shop because degree of customization is high. They service according to customer
requirement.
Service Capacity
Chase Strategy: If company can't satisfy the need of the customer they can move to other
company for service.
Designing services
Technological interface: Online service for marriage.