DR. B. R.

AMBEDKAR UNIVERSITY OF DELHI

SCHOOL OF BUSINESS, PUBLIC POLICY AND SOCIAL ENTREPRENEURSHIP

MASTER IN BUSINESS ADMINISTRATION (Semester-3 Slot-2)

SERVICE OPERATION MANAGEMENT

“TECHNOLOGY IN SERVICE OPERATION MANAGEMENT"

GROUP 5

ANSH | ANURAG | PARAS | SHREYAK | TUSHAR

  INTRODUCTION TO TECHNOLOGY IN
SERVICE OPERATIONS (OVERVIEW)

 KEY TECHNOLOGICAL COMPONENTS IN

SERVICE OPERATIONS

 APPLICATIONS OF TECHNOLOGY IN
CONTENTS SERVICE OPERATION

 AUTOMATION AND SERVICE ENHANCEMENT

 CHALLENGES AND CONSIDERATION IN

IMPLEMENTING TECHNOLOGY

 CONCLUSION
 OVERVIEW
Technology plays a crucial role in service operations management by optimizing processes, enhancing efficiency,
and improving customer experience. It encompasses a vast range of tools and applications that automate tasks,
analyze data, and facilitate communication, enabling service organizations to:

• Streamline workflows: Automate repetitive tasks like data entry, scheduling, and routing, freeing up
human resources for higher-value activities.
• Improve decision-making: Leverage data analytics to gain insights into customer behavior, resource
utilization, and service performance, enabling data-driven decisions.
• Enhance communication and customers, technicians, and back-office staff, improving responsiveness
and collaboration.
• Personalize service delivery: Utilize customer data to tailor services to individual needs and preferences,
fostering customer satisfaction and loyalty.
• Increase accessibility and convenience: Provide self-service portals and mobile applications, allowing
customers to access information and manage their accounts 24/7.
• Reduce costs: Automate administrative tasks and optimize resource allocation, leading to cost savings
and increased profitability.
• collaboration: Facilitate real-time communication between various stakeholders, including
 OVERVIEW
In today's competitive service landscape, leveraging technology is vital for improving service delivery and
achieving operational excellence. Here's why:

Increased efficiency: Automation reduces manual work and repetitive tasks, leading to faster service
delivery and improved response times.
Improved customer satisfaction: Technology enables personalized service experiences, resolving issues
quickly and efficiently, leading to happier and loyal customers.
Enhanced decision-making: Data-driven insights empower managers to make informed decisions about
resource allocation, service offerings, and pricing.
Gaining a competitive edge: By adopting innovative technologies, service organizations can differentiate
themselves from competitors and attract new customers.
Reduced costs: Automation and improved efficiency help reduce operational costs and increase profitability.
 KEY TECHNOLOGICAL COMPONENTS IN
SERVICE OPERATIONS
Technology plays a pivotal role in service operations, enhancing efficiency and effectiveness across
the board. From automating routine tasks to providing real-time data insights, technology empowers
service teams to deliver faster, better, and more cost-effective outcomes.
Here's a brief breakdown of some key components:

 Customer Relationship Management (CRM) systems:

• Manage customer interactions, track service requests, and prioritize support tickets.
• Automate repetitive tasks like sending email notifications and generating reports.
• Provide data-driven insights into customer behavior and preferences.
• Examples: Salesforce, HubSpot, Zoho CRM.

 Enterprise Resource Planning (ERP) systems:

• Integrate financial, inventory, and human resources data into a single platform.
• Facilitate collaboration and communication between different departments.
• Automate tasks like order processing, logistics, and payroll.
• Examples: SAP, Oracle NetSuite, Microsoft Dynamics 365.
 Field Service Management
(FSM) systems:
• Optimize scheduling and
dispatch of field technicians.
• Track technician location and
activity in real-time.
• Provide access to service
history and customer
information.
• Examples: ServiceMax,
Salesforce Field Service
Lightning, IFS Field Service
Management.
 Help Desk Ticketing
Systems:
• Organize service requests and
track their progress.
• Prioritize urgent requests and
assign them to the right
technicians.
• Provide self-service options
for customers to resolve issues
independently.
• Examples: Zendesk,
Freshdesk, Jira Service Desk.
 Knowledge Management
Systems:
• Store and organize service-
related information like
articles, FAQs, and
troubleshooting guides.
• Enable technicians to quickly
access relevant information
when resolving customer
issues.
• Facilitate collaboration and
knowledge sharing between
teams.
• Examples: SharePoint,
Confluence, Zoho Knowledge
Base.
 Artificial Intelligence (AI)
and Chatbots:
• Automate routine tasks like
answering customer inquiries
and scheduling appointments. •
• Provide 24/7 customer support
and resolve simple issues
instantly.
• Personalize customer
interactions and offer
recommendations based on
past behavior.
• Examples: IBM Watson
Assistant, Amazon Lex,
Microsoft LUIS.
Sensors: data from anywhere with an
• Monitor equipment internet connection.
performance and predict • Offers scalability and
potential failures. elasticity to adapt to changing
Automate maintenance tasks service demands.
and optimize service • Reduces IT infrastructure
schedules. costs and simplifies
• Enhance data insights and maintenance.
improve service delivery. • Examples: Amazon Web
• Examples: GE Predix, Services (AWS), Microsoft
Siemens MindSphere, Bosch Azure, Google Cloud Platform
IoT Suite. (GCP).

 Cloud Computing:
 Internet of Things (IoT) and • Enables access to services and
 APPLICATIONS OF TECHNOLOGY IN SERVICE
OPERATION
Technology plays a crucial role in service operations across various industries. It enhances
efficiency, customer experience, and overall effectiveness. Examples include:

 ONLINE BOOKING SYSTEMS: Technology enables seamless booking

processes, allowing customers to reserve services through websites or
mobile apps, reducing manual efforts.
 IOT (INTERNET OF THINGS): Connected devices enable real-time
monitoring of equipment, allowing for predictive maintenance and
optimizing service delivery.
 DIGITAL PAYMENT SYSTEMS: Secure online payment options
simplify transactions, enhancing convenience and reducing friction in
service-related financial transactions.
 DATA ANALYTICS FOR OPTIMIZATION: Analyzing operational
data helps identify bottlenecks, optimize resource allocation, and improve
overall service efficiency.
 AUTOMATION AND SERVICE ENHANCEMENT

Technology has revolutionized service industries by automating processes and boosting operational efficiency.
Here's how:

 Reduced Manual Work: Repetitive tasks like data entry, scheduling, and order processing are now automated,
freeing up human resources for higher-value activities.

 Enhanced Accuracy: Automation eliminates human error in tasks like data transfer and calculations, leading
to more accurate and consistent service delivery.

 Increased Speed: Automated workflows expedite service delivery, minimizing wait times and improving
customer satisfaction.

 Improved Resource Management: Automation optimizes resource allocation by predicting demand and
scheduling personnel accordingly.

 Data-Driven Insights: Automation captures valuable data, allowing businesses to analyze performance,
identify areas for improvement, and make data-driven decisions.
 AUTOMATION AND SERVICE ENHANCEMENT

Examples of Automation in Service Industries:

 Customer service: Chatbots answer FAQs, resolve simple issues, and route complex inquiries to human
agents, leading to faster resolution times and reduced wait times.
 Field service: Automated scheduling optimizes technician routes and dispatch, ensuring efficient service
delivery and reducing travel time.
 Order processing: Automated systems streamline order processing, inventory management, and delivery
logistics, ensuring faster and more accurate order fulfillment.
 Finance and accounting: Automated accounts payable and receivable processes reduce errors, improve
efficiency, and accelerate cash flow.
 Marketing and sales: Automation personalizes customer interactions, automates marketing campaigns, and
generates leads, leading to increased conversion rates and sales.

Overall, automation is transforming service industries by increasing efficiency, improving accuracy, reducing
costs, and enhancing customer satisfaction. As technology continues to evolve, we can expect even more
innovative solutions to emerge, further enhancing efficiency, personalization, and customer satisfaction in the
service sector.
 CONSIDERATION IN IMPLEMENTING
TECHNOLOGY

 STAKEHOLDER INVOLVEMENT: Engage key stakeholders

early in the process to gather input, address concerns, and ensure
that the technology aligns with business goals.

 RISK MANAGEMENT: Identify potential risks and develop a

robust risk management plan to mitigate issues that may arise
during the implementation and integration phases.

 CHANGE MANAGEMENT STRATEGY: Develop a

comprehensive change management strategy to address
resistance, communicate effectively, and facilitate a smooth
transition for employees adapting to the new technology.
CHALLENGES IN IMPLEMENTING TECHNOLOGY
INTEGRATION ISSUES: Ensuring
seamless integration of new technology
with existing systems and processes can
be complex, leading to disruptions in
service operations.
COSTS AND BUDGET CONSTRAINTS: The
upfront costs of implementing technology and
ongoing maintenance expenses may exceed
budget allocations, impacting the financial
feasibility of the technology adoption.
RESISTANCE TO CHANGE: Employees may resist
adopting new technologies, fearing job
displacement or unfamiliarity with the new
tools, which can hinder successful
implementation.
DATA SECURITY CONCERNS: Handling sensitive
customer and business data requires robust
security measures. The risk of data breaches or
unauthorized access can impede the adoption
of technology in service operations.
 CONCLUSION

The integration of technology in service operation management has proven to

be instrumental in
 Enhancing efficiency
 Improving customer experiences and
 Streamlining processes
From automated systems and data analytics to digital communication channels,
technology has empowered organizations to adapt swiftly to changing market
dynamics. As we continue to embrace technological advancements, the key lies
in judiciously implementing and evolving these tools to meet the evolving
demands of the service industry, ultimately fostering sustained growth and
customer satisfaction.
THANK YOU