Sanjivani College of Engineering, Kopargaon

Department of MBA

Service Operation Management-I

New service development

Presented By

Dr. Niraj Chaudahri

Assistant Professor,
Sanjivani College of Engineering ,
Dept.of MBA,
Kopargaon

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 UNIT 2 : Designing the Service Enterprise
• New Service Development, Sources of Service Sector
Growth, Information Technology
• Technology in Service Innovation, Challenges of Adopting
New Technology in Services.
• Service Design Elements, Customer Value Equation,
Strategic Positioning through Process.
• Object of the Service Process, Type of Customer Contact,
Generic Approaches to Service System, Customer as
Coproduce, Customer Contact Approach, Information
Empowerment ,Intellectual Property.
• Future designing of service industry after Covid-19
Pandemic
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New service development

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 Sources of service sector growth

• Innovation
• Information technology (IT)
• Changing Demographics
• Cultural change
• Globalization

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 Innovation

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Information technology ( IT )

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Changing Demographics

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Cultural change

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Globalization

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 Internet as service Enabler

• E-commerce
• Virtual mall
• E-mail , internet connection
• Business to Business buying and selling
• Net banking

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Challenges of Adopting New Technology

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 Role of Technology in Service Industry

• Improve service operation

• Provide new means of service
• Overcome problems of standardization
• Enable service meeting high expectation
• Help to design innovative service
• Provide convenience in location
• Create fast growing environment

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