服務(wù)創(chuàng)新與設(shè)計(jì)(編輯修改稿)
2025-02-17 16:12 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 Line of visibility Deny 1 day 2 days 3 days Fail point Customer wait Employee decision === ==== ==== ===== $ 0 $ ==== ===== Receive Payment Final payment Decline Notify customer Issue check Confirm Credit check Accept Print payment book Delinquent Close account Verify ine data Initial screening Verify payer Employer Credit bureau Branch records Bank accounts Accounting Data base records F W w w F F F F F F 通過(guò)流程結(jié)構(gòu)進(jìn)行戰(zhàn)略定位 （ Strategic Positioning Through Process Structure） ?復(fù)雜性程度 （ Degree of Complexity） : Measured by the number of steps in the service blueprint. For example a clinic is less plex than a general hospital. ?差異化程度 Degree of Divergence: Amount of discretion permitted the server to customize the service. For example the activities of an attorney contrasted with those of a paralegal. Structural Alternatives for a Restaurant No Reservations Selfseating. Menu on Blackboard Eliminate Customer Fills Out Form Preprepared: No Choice Limit to Four Choices Sundae Bar: Selfservice Coffee, Tea, Milk only Serve Salad Entree Together: Bill and Beverage Together Cash only: Pay when Leaving TAKE RESERVATION SEAT GUESTS, GIVE MENUS SERVE WATER AND BREAD TAKE ORDERS PREPARE ORDERS Salad (4 choices) Entree (15 choices) Dessert (6 choices) Beverage (6 choices) SERVE ORDERS COLLECT PAYMENT Specific Table Selection Recite Menu: Describe Entrees Specials Assortment of Hot Breads and Hors D’ oeuvres At table. Taken Personally by Maltre d’ Individually Prepared at table Expand to 20 Choices: Add Flaming Dishes。 Bone Fish at Table。 Prepare Sauces at Table Expand to 12 Choices Add Exotic Coffees。 Sherbet between Courses。 Hand Grind Pepper Choice of Payment. Including House Accounts: Serve Mints LOWER COMPLEXITY/DIVERGENCE CURRENT PROCESS HIGHER COMPLEXITY/DIVERGENCE 低差異性（標(biāo)準(zhǔn)服務(wù)） 高差異性（定制服務(wù)） 產(chǎn)品加工 信息或形象處理 人員處理 產(chǎn)品加工 信息或形象處理 人員處理 無(wú)顧客參與 干洗、自動(dòng)販賣機(jī) 檢查信用卡付賬單 汽車維修，裁衣服 計(jì)算機(jī)程序設(shè)計(jì)，建筑設(shè)計(jì) 間接的顧客參與 用家庭計(jì)算機(jī)訂貨，電話賬戶余額確認(rèn) 航空管理員監(jiān)督飛機(jī)著陸，電視拍賣會(huì)上出價(jià)、銀行業(yè)務(wù) 直接顧客參與 顧客與服務(wù)工人間無(wú)交互（自助 操作自動(dòng)販賣機(jī)，組裝預(yù)制家具 從自動(dòng)取款機(jī)中提取現(xiàn)金，在無(wú)人照相廳里拍照 操作電梯乘坐自動(dòng)扶梯 便餐車提供正餐樣品，把貨物裝包 在醫(yī)療中心處理病歷，在圖書(shū)館收集信息 駕駛一輛租用的汽車使用健康俱樂(lè)部設(shè)備 顧客與服務(wù)工人間有交互作 餐館用餐服務(wù)，汽車清洗 召開(kāi)講座，處理常規(guī)銀行交易 ,
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