Service Process
Service process refers to how a service is provided or delivered to a customer. Delivery system is a creative process. Service process begins with a service concept and strategy to provide a service. In order to achieve these objectives various alternatives must be analyzed and identified before a decision is made. Designing a service process involves issues such as location facility, design and layout for effective design layout and workflow, procedure and job definitions for service quality, equipment selection and adequate service capacity According to Clovelock there are some operational issues which have to be considered while designing the service process. In order to achieve economics of scale and perform consistently the operation people would prefer to cater to individuals so that the customer feels as being treated specially. The decisions on design and facility layout should satisfy the objectives on both. Operational people are interested to improve Continue reading