service modularity
TRANSCRIPT
PRESENTATION OUTLINE
– Background & Introduction
– Concepts of Service Modularity
– Service modularization
– Service Modularity Illustrations
– Conclusion
INTRODUCTION
– Like in many other businesses, professional service firms face increasing challenges Rapid Technological Development
Digitization of knowledge
Global competition
Cost pressures
— Consequently, this presents a salient need to increase service quality, flexibility, innovativeness and make effort to benefit from economic of scales.
— By these factors many companies are forced to employ concepts of standardization and customization in their service offering design processes.
— Service Modularity is considered as one stream of thinking that addresses these challenges.
CONCEPTS OF SERVICE MODULARITY– Professional Services are mostly based on problem-solving skills and
expertise of individuals who work in the respective firms;
– It is argued that when generating service offering to customers; standardization of service offering creates many benefits
– Firms are better placed when they develop modes of coordination and collaboration that reduce costs without reducing client responsiveness.
– Such efforts could be better achieved through modularization, – A process that when it is undertaken ; it does not sacrifice flexibility and
customization of services provided.
CONCEPTS…
– The principle of modularity is well established in product development and software engineering. However in recent years, this principle has been extended to services in different industries, such industries include financial services, hospitals, logistics, IT, or health care.
– Service providers apply the principle of modularity to achieve reductions in time and cost of delivering customized services.
– Modularity enables decomposition of knowledge into components that split knowledge-intensive activities across business units in a flexible way.
– Even if the service product is individual, the processes and input elements could be standardized and the customer is presented with a shopping list to choose from.
SERVICE MODULARIZATION
– In service modularization, the service is seen as a bundle of “MODULES” that can be combined into various customized service offerings
– The benefits of the use of modularity in developing business services can be described in two dimensions– First, the degree of decomposition of an overall structure of a service is put
into defined functional elements wchich constitute explicit structure of the service.
– Second, Interface specifications i.e. defining how service modules will interact with each other together within the service.
SERVICE MODULARIZATION…
– Modular service offering can include four elements to look at, if one needs to deliver the services in a flexible and cost-effective way
– These are: Service module, Process, Organizational and Customer interface.
– A service module is a service element from which service processes are combined. It is a smallest unit into which services are divided.
– That is to say, the customized professional service offering is a bundle of modules with knowledge content which can take a different form depending on the customer in question and can still function independently.
SERVICE MODULARITY ILLUSTRATION– CASE STUDY: MODULAR FINANCIAL SERVICES IN THE USA.
– Summary of the Story: Within 20 Minutes Maria Buys her dream Home.– At 10:30am Maria walks into a downtown Real Estate Agent to look for a
new house to BUY.
– The Agent uses an Integrated Enterprise System to conduct his businesses
– By the time she walks out from the Real Estate Agent selling point at 10:50am she had already purchased her new home she dreamt to get with hassle-free.
– Let’s see how it went!!
MARIA MAKES A MOVE TO SEARCH FOR HER DREAM HOUSE
THANKS AND ENJOY THE CLASS!!!
CAN YOU SEE HOW POWERFULSERVICE MODULARITY IS ?