Sanjivani College of Engineering, Kopargaon

Department of MBA

Service Operation Management-I

Technology in Service Application

Presented By

Dr. Niraj Chaudahri

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

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 Technology in Service Application
• ATM –Automated teller machines
• Image processing
• Virtual bank
• Electronic fund transfer
• Home banking
• Smart cards
• E-CRM
• Electronic medical records
• Virtual communication

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Challenges of Adopting New Technology

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 Step for Managing Service Process

• Flowchart
• Service blueprint
• Identifying fail points
• Failure proof
• Setting service target
• Redesign service process
• Managing customer efficiency

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 Component of Service Design

• Peoples :- employee , customers , partners

• Props :- conference hall, webpage, blogs

,social media ,digital files , physical products

• Processes :- ATM application , customer

support , training

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New Service Development Cycle

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 Tools for Designing Service Process

• Service blueprint
• Quality function development
• Back office & front office processes
• Waiting line analysis

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 Benefits of service design

• Removing conflicts
• Minimizing hard conversation
• Reduced complex activity
• Forming relationship

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 Service Design Elements

• Delivery system
• Facility design
• Location
• Capacity planning
• Quality
• Demand management
• Information flow

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Service Decision Factors

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 Customer value Equation

• Customer value is the level of satisfaction of

the customer toward business. Both product
and service have value , price is small part of
value .
• Customer value depends upon three factors
1) Quality 2) Price & 3) service

• Customer value = ( Benefits – Cost )

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 Strategic Position through Process Structure

• Reduced divergence
• Increased divergence
• Reduced complexity
• Increased complexity

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