1 / 22

How Does Create Customer Value?

How Does Create Customer Value?. By Rachel Carter Becky Davies Emma Chitty Amanda Creed. Agenda. Introduction Process Design Capacity Quality Inventory Workforce Management Conclusion. Service Quality Factors. Neutral Factors. Comfort. Tidiness. Hygiene Factors.

tamasine
Download Presentation

How Does Create Customer Value?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. How Does Create Customer Value? By Rachel Carter Becky Davies Emma Chitty Amanda Creed

  2. Agenda • Introduction • Process Design • Capacity • Quality • Inventory • Workforce Management • Conclusion

  3. Service Quality Factors Neutral Factors Comfort Tidiness Hygiene Factors Reliability Availability Security Access Safety Enhancing Factors Flexibility Integrity Critical Factors Competence Communication

  4. Quality Dimensions Word of mouth Personal Needs Past Experience Perceived Service Quality ES < PS ES = PS ES > PS Dimensions of Service Quality Reliability Responsiveness Assurance Empathy Tangibles Expected Service Perceived Service

  5. The Satisfaction Continuum +5 Delighted 0 Satisfied -5 Dissatisfied

  6. Capacity Located on farm land 189 acres of land Loan land from three neighbours

  7. Facts and Figures http://www.glastonburyfestivals.co.uk/uploadedFiles/Information/Student_Information_Pack/5%20Attendance%20Numbers.pdf Accessed on 01/11/06

  8. Festivalgoer’s Comments • “The reason people go year after year is the sheer scale of the event.” • “I was surprised at how crowded the festival can get.” Glastonbury Festival Case Study (1995) Page 9

  9. Storage Facilities 40,000 litres of diesel fuel in 4 days Electricity Refuelling twice a day Water 4 million litres of water, over 5 days 100000 litre storage facility on the farm

  10. Process Design Of Glastonbury Competitive priorities New or updated product Demand/ Volume changes Competitors Performance

  11. Choice of Technology Refuelling circuit takes 12 hours Electricity Diesel Generators No flush toilets Transported in milk tanks Water

  12. Glastonbury’s Layout of Facilities Electricity Bridges Self-sufficient Town Pipes Toilet Blocks Marquees Roads Fences Camp Sites Car Parks ‘Green Field’ Site Entertainment Venues The Stages Market Stalls

  13. Customer Glastonbury’s Service Triangle Service strategy System Develop a strategy Communicate systems and procedures Workforce Set up systems and procedures

  14. Service Operation Service process Service Product Front Office – Back Office?

  15. Continued… Facilities Stalls Front Office Stages Toilets Camp Sites Back Office Organisation starts in December Workers preparation

  16. High Professional Service Variety Service Shop Mass Service Low Low High Volume High Volume – Low Variety

  17. Inventory Ticketing Programmes Information from Green peace Toilet Paper Food

  18. Workforce Management “Managing people is the hardest part of the decision area in operations because nothing is done without people who make a product or provide a service.” R G Schroeder (1993)

  19. Organisational Structure The Licensee (Gold) Silver Command (1) Silver Command (2) Silver Command (3) Villages Liaison Manager Event Safety Coordinator Crime Reduction Manager Security Manager Safety Manager Off-site Manager

  20. Elements of Job Design Task Analysis Worker Analysis Environmental Analysis

  21. Elements of Job Design Level of Responsibility Skill Level Worker Analysis Physical Requirement Boredom/ Motivation Performance Task Analysis Task Sequence Error Possibilities Frequency of Tasks Environmental Analysis Workplace Location Safety Noise

  22. Conclusion • Process Design • Capacity • Quality • Inventory • Workforce Management

More Related