2. Service Design Elements
Structural
(구조적요소)
Delivery System
(전달시스템) 자동화 : Conveyor Belt로 스시 운송
고객의 참여 : 스시 선택 및 셀프서비스
(물, 된장국, 젓가락, 소스 등)
현장 및 지원부서 : 적재적소 시스템
Facility Design
(설비디자인) 타원형 접객대와 Conveyor Belt
배치 : 작업자
Service Concept/Operating Strategy/
Service Delivery System
◎ GO와 GM은 하나 라는 슬로건으로 한 건물에서 함께 생활하도록 고안 되었다. 다양한 스포츠 시설인 축구, 발리볼, 윈드서핑들을 함께 즐길 수 있게 했다.
• GO(Gentle Organizers)
GO는 친절한 직원을 의미하는데 이들은 개성과 대화능력, 인상, 자기
COSMOS®: Real-Time Package Tracking
COSMOS (Customer Operations Service Master On-line System) is a computerized package tracking system that monitors every phase of the delivery cycle at FedEx. FedEx employees constantly input information into COSMOS by several means.
Customer service representatives enter shipping information into COSMOS through computer terminals, alerting the dispatche
외래관광객>
일본 : 34.7%
중국 : 16.6%
대만 : 5.2%
서비스 Vision
Target Market Segment 외국인 관광객(일본, 중국, 대만)
Service Concept 달리는 여행사
고객 불안감 해소
고객 감동
Operating Strategy 고객 맞춤형
대행 서비스
Service Delivery System 가이드(안내원)
Brochure 제공
일본, 중국어 Web-site 개설
3%
Other companies’ employee turnover rate: 13%
Open Door Policy
Deal with complaints from employees
(welfare, policies, employment, vacations plans)
Managers received reply within 14 days
Awards System
An award to employees with outstanding
performance (Work, Effort, Outcomes)
Award given to the most honored
employee
고객구성 (호텔, 대학, 백화점…가정집, 국밥집 등) 매우 다양
표준화, 정형화된 서비스 제공
“service delivery system”
경영시스템, 지원시스템, 마케팅시스템 등 모든 관련 시스템을 연결
“MOT” (moment of truth)
생산 프로그램에서 고객이 참여하고 볼 수 있게 함
전직원에게 “MOT” 교육 실시
system.
Midwest Office Products was using ‘cost system’ which leads to inaccurate business analysis. For this reason, they could not evaluate their current business precisely. They regarded some unprofitable processes as profitable ones (Like truck delivery) and operated those services. Inaccurate analysis caused by inappropriate costing system finally brought a company ‘losses despite o
service, the competition is concentrated on major players after all. Then, how about buyer’s power? By using this system, company can gather users’ information. Related to reliability, the switching cost is quite high and substantially, the matter of choice is not in their hands. The primary option is done by websites (companies) so it is more possible that the highly recognized services coul
system”. Its aim is promoting small business’ competitiveness and growing together by win-win approach. Another is that KT’s ability to manage its selling agencies is poor. Due to difficulties in managing and supervising, headquarter don’t take the responsibility and try to shift responsibilities on each agencies.
4. Staffing
KT is in service industry, so personnel management is very
service receiver tend to find out what they need or want, but in this case they are young to do this.
Their parent feel needs of extra education for the kids.
The second step of Consumer Choice
-Information search
눈높이 has been long time in home education service system, also ranked highly.
So actually they have their brand value, in this case the personal source can be very impor