全球運營管理課件newgom12-service-資料下載頁
2024-10-18 11:33本頁面
【正文】 Va lu eC u s to m erSatisfa ct i onC u s to m erLoyal t yR ev en u eGr o wthPro fitab ili tyThe Service Profit Chain 內部服務質量 雇員滿意度 員工 留 任 員工生產(chǎn)率 外部服務價值 顧客滿意度 顧客忠誠度 收入增長 獲利能力 服務利潤鏈 12 Service Recovery (Just in case) ? A realtime response to a service failure. ? Blueprinting can guide recovery planning (fail points). ? Recovery planning involves training frontline workers to respond to such situations as overbooking, lost luggage, or a bad meal. 12 服務補救 （ 以防萬一） ? 對服務失敗的實時回復。 ? 編制的計劃能夠指導補救規(guī)劃（失敗點）。 ? 恢復規(guī)劃包括培訓一線工人，使他們能夠應對以下情況：超量預定、行李丟失，或食品欠佳。 13 Service Failsafing PokaYokes (A Proactive Approach) ? Keeping a mistake from being a service defect. ? How can we failsafe the three Ts? Task Tangibles Treatment 13 服務故障預防 防故障程序（一種主動的方法） ? 防止錯誤變?yōu)榉杖毕荨? ? 我們如何防止任務、處理、有形資產(chǎn)的故障？ 任務 有形資產(chǎn) 處理 16 What is a Good Service Guarantee? ? Unconditional ? Meaningful – The payout coversfullycustomer dissatisfaction ? Easy to understand and municate – For customers – For employees ? Painless to invoke – Given proactively 16 什么是優(yōu)良的服務保證？ ? 無條件 ? 有意義 – 付出完全彌補了客戶的不滿意之處 ? 對以下群體易于理解和溝通 – 顧客 – 員工 ? 輕松求助 – 主動提供 International Service Operations ? An international service business – A firm that transforms resources into an intangible output that creates utility for its customers. – Key features: ? Intangibility: assessing service’s value or quality is more difficult than assessing that of a good. ? Not storable: the high degree of perishability of services makes capacity planning a critical problem for all service providers ? Customer participation: tourism – Customization ? Tied to the purchase of other products: product support service 國際服務運作 ? 國際服務企業(yè) – 將各種資源轉換為無形產(chǎn)品的公司，而這些產(chǎn)品為其顧客創(chuàng)造了效用。 – 關鍵特征： ? 無形：評估服務的價值或質量比評估商品的價值或質量更難。 ? 不可存儲：服務的高度易逝性使業(yè)務能力規(guī)劃成為所有服務提供商的關鍵問題。 ? 客戶參與：旅游 – 量身訂制 ? 購買其它產(chǎn)品的附帶服務：產(chǎn)品支持服務 International Service Operations ? The Role of Government in International Services Trade – Many governments seek to protect local professionals and to ensure that domestic standards and credentials are upheld by restricting the ability of foreigners to practices such professions as law, accounting and medicine – Government regulations often stipulates which firms are allowed to enter service markets and the prices they may charge: banking, insurance, telemunications, transportations, utility, airline routes – Liberalization trend. 國際服務運作 ? 國際服務貿易中政府的角色 – 許多政府試圖保護當?shù)芈殬I(yè)人士，并且通過限制外國人從事諸如法律、會計以及醫(yī)藥等行業(yè)而確保國內標準及資質得到維護。 – 政府規(guī)章通常規(guī)定哪些公司獲準進入服務市場及其可以收取的價格：銀行業(yè)、保險業(yè)、電訊業(yè)、交通業(yè)、公用事業(yè)、航空航線。 – 自由化趨勢 International Service Operations ? Managing Service Operations – Capacity planning – Location planning – Facilities design and layout – Operations scheduling 國際服務運作 ?管理服務業(yè)運作 –業(yè)務能力規(guī)劃 –地點規(guī)劃 –設備設計與布局 –運營時間安排
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