SERVICE DELIVERY SYSTEM

GROUP 4 | QSM
Service Delivery System
A service delivery system refers to the
structured and organized framework or
process through which services are provided
to customers or clients.

It encompasses all the activities, resources,

and interactions involved in delivering a
particular service to meet customer needs
and expectations

In the tourism and hospitality industry, a

service delivery system refers to the
framework and processes that are in place to
provide various services to travelers and
guests.

Alyssa Nicole Tare

Service Delivery System
A service delivery system is a set of interlinked
functions that deliver services to customers or
clients, which are also in terms of inputs,
processes, and outputs, Service delivery
systems can also help measure the level of
customer satisfaction

Most organizations have different

departments and individuals who contribute in
some way to the creation and delivery of a
service.

These individuals can include human resources

personnel, marketing specialists, and many
others. They also help bring a product or
service to life.
Alyssa Nicole Tare
Service Delivery System
For almost 50 years of research Joseph Juran
published the Juran Trilogy in 1986

3 Management Processes According to Juran

1. Quality Planning
2. Quality Control
3. Quality Improvement

Alyssa Nicole Tare

 Service Control
Controls how customers and workers
interact.

Employee Engagement
When staff members are disengaged, a
corporation cannot successfully provide
services. They could not deliver
excellent service or even be there for
work.

Four key Elements Service Quality

It directly affects client loyalty, which is
of Service Delivery essential to a company's success.

System Customer Experience

Customer experience refers to how a
client feels generally after using your
Ernest Dela Cruz services.
Elements of categorizing service
delivery system
Categorizing service delivery systems is important for understanding
and managing the different ways in which services are provided to
customers. There are several elements to consider when categorizing
service delivery systems:

1. Service Encounter Type: 2. Customer Involvement:

o Face-to-Face: Services are
delivered in physical locations
where customers and service
providers interact directly.
o Remote: Services are delivered
without direct physical interaction
between the customer and service
provider.
o High Contact: Services that
require a high level of interaction and
participation from the customer.
o Low Contact: Services where
customer involvement is minimal, and
the service provider takes on most of
the responsibility.

Fe Amor Vallar
Elements of categorizing service
delivery system
Categorizing service delivery systems is important for understanding
and managing the different ways in which services are provided to
customers. There are several elements to consider when categorizing
service delivery systems:

3. Customization Level: 4. Location of Delivery:

o Highly Customized: Services that o Onsite: Services are delivered at
are tailored to each individual a specific physical location where
customer's specific needs and the customer must go to access
preferences. them.

o Standardized: Services that are o Offsite: Services are provided at

delivered in a uniform and a location separate from the
consistent manner to all customers customer, often at the customer's
location or through digital means.

Fe Amor Vallar
Elements of categorizing service
delivery system
Categorizing service delivery systems is important for understanding
and managing the different ways in which services are provided to
customers. There are several elements to consider when categorizing
service delivery systems:

5. Technology Integration: 6. Service Complexity:

o Technology-Enabled: Services o Simple: Services that are easy to
that heavily rely on technology for understand and require minimal
delivery, such as online banking and training for service providers.
e-learning platforms.
o Complex: Services that involve
o Traditional: Services that do not multiple steps, specialized skills,
heavily depend on technology and and in-depth knowledge.
are delivered through more
conventional means.

Fe Amor Vallar
Elements of categorizing service
delivery system
By considering these elements, organizations can better understand
their service delivery systems, tailor them to meet customer needs,
and make strategic decisions to improve service quality and
efficiency.

7. Service Channel Mix: 8. Service Timing:

o Multichannel: Services that are o Real-Time: Services that are
delivered through a combination of provided immediately upon
channels, such as in-person, phone, customer request, with little or no
and online. delay.

o Single Channel: Services that o Scheduled: Services that are

primarily rely on a single delivery delivered at a predetermined time
channel, such as a brick-and-mortar or according to a set schedule.
store without an online presence.

Fe Amor Vallar
PHASES OF PLANNING SERVICE
DELIVERY SYSTEM"
Phase I: Planning Initial Development

The deliberate and methodical process of designing and

executing a new service or upgrading an existing one is part of
the initial development planning process for a service delivery
system. There several elements that we need to consider in this
phase:
Needs assessment • Design and conceptualization •
Resource allocation • Timeline and milestones •
Prototyping and testing • Regulatory compliance •
Technology and infrastructure • Training and skills
development • Marketing and promotion • Monitoring
and evaluation • Feedback loops • Scaling and
expansion • Risk management • Sustainability Greenfield Emuelin
PHASES OF PLANNING SERVICE
DELIVERY SYSTEM"
Phase II: Overall Planning

The strategic process of developing and coordinating the

different procedures and components involved in providing a
service to fulfill particular aims and objectives is referred to as
overall planning in a service delivery system. It is important to
kept in mind that overall planning has impacted the SDS
through the following:

• Service quality
• Efficiency
• Customer satisfaction
• Risk mitigation
• Adaptability
• Resource optimization Greenfield Emuelin
 PHASES OF PLANNING SERVICE
DELIVERY SYSTEM"
Phase III: Implementation

To deliver the intended service to customers or clients, the

process of putting the planned strategies, processes, and
activities into effect is referred to as implementation in a service
delivery system.

The following are the are the major elements in love

in this phase:
• Execution of planned strategies • Customer Experience
• Consistency • Feedback loops
• Quality control • Adaptability
• Resource utilization • Cost control
• Timeliness • Risk management Greenfield Emuelin
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
Blueprinting - this is a technique for visualizing and
documenting the entire service delivery process, from the
customer's perspective.

Typical Blueprint has 5 parts:

1.Physical Evidence
2. Customer Actions
3. Onstage/Visible contact-employee actions
4. Backstage/nonvisible contact-employee actions
5. Support processes

Sondrix Dacula
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
Universal Service Map - This is a variation of blueprinting that
focuses on the delivery system

Sondrix Dacula
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
Fishbone Analysis - This is a technique for identifying the root
causes of the problem in the service delivery system.

Sondrix Dacula
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
PERT/CPM - They help to identify the critical path, which is the
sequence of tasks that must be completed in order to complete
the project on time.

Krystal Galindo
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
5 steps in the PERT/CPM Process:

1. ACTIVITY EVENT ANALYSIS - the manager defines all events that

must occur for the proiect to be completed and all activities
leading up to those events.
2. ACTIVITY-EVENT SEQUENCING
3. ACTIVITY TIME ESTIMATES - the next step is for the manager to
estimate how much time each activity will take so that an
expected time for completing each event and the entire project
can be calculated
4. DIAGRAMMING THE PROJECT
5. IDENTIFYING THE CRITICAL PATH

Krystal Galindo
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
Diagramming the project

Krystal Galindo
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
Identifying the critical path

Krystal Galindo
 PLANNING TECHNIQUE IN SERVICE
DELIVERY SYSTEMS
Simulation - It can be used to predict the impact of changes to the
system or to identify potential problems.

Krystal Galindo
THANK YOU