Export the service concept
Import customers
Transport customers to new locations
involves services to the customer’s physical possessions.
Export the service to a local service factory.
Import customers
Export the information via telecommunications and transform it locally.
Market Drivers
Competition Drivers
Technology Drivers
Cost Drivers
Government Drivers
▷ Prepare a service blueprint for the 100 Yen Sushi House.
▷ What features differentiate 100 Yen Sushi House and how do they create a competitive advantage?
▪ 재료 원가에 따른 개수 조절을 통해 1접시에 100엔으로 제공.
→ 다른 곳보다 저렴한 가격으로 차별화.
▪ 모든 직원이 함께 손님이 들어오고 나갈 때 인사하
-One of the largest transportation company
-Delivery service provided within 24~48 hours
-Door-to-door service
No Temporary Worker
680 employees in FedEx Korea are all regular workers
Employees in management and those at the front line are treated equally
FedEx Korea employee turnover rate: 3%
Other companies’ employee turnover rate: 13%
Open Door Policy
Deal with comp
Service)
○ 대부분 패킷 스위칭 네트워크들에서 사용
○ 패킷을 독립적으로 전송하기 때문에 신뢰성을 보장할 수 없음
2) 신뢰성 있는 흐름 전송 서비스(Reliable Stream Transport Service)
○ 패킷전송 에러나 패킷 손실 등의 에러를 자동으로 복구
○ ꡒ연결(connection)"을 생성하여 데이터를 전송
Services) : 민원 처리 등의 공공 서비스를 운영 하고 집행함으로써 공공 관료제는 도구적 기능을 발휘한다.
3) 대표성(Representing)
① 공공 조직은 조직 외부 집단들과 연합하여 집단 요구의 통로가 된다.
② 선거를 거치지 않은 관료제의 경우, 그 구성원들이 이질적이므로 다양한 생각과 가치를 대표할
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
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
Ⅱ. Service analysis
1. The basic principle.
(1) Fast and kind service - It is based on success of Mc.donald .
(2) Supplying sevice that surpass customer's expectation
(3) Training that gives employee a responsibility and authority.
- the employee should think about customer's position.
(4) The reason for finding our food - secure the truth that is supplyin
Service
Delivery
Conformance
Service
Standards
Service Design
Management
Perceptions
of Customer
Expectations
Understanding
the Customer
Customer
Expectation
영문사이트 서비스 미약
Customer
Perception
서비스 Target
<대륙별 외래관광객>
일본 : 34.7%
중국 : 16.6%
대만 : 5.2%
서비스 Vision
Target Market Segment 외
The Communication Gap: The difference between service delivery and the service provider’s external communications.
DAEKYO has not advertised regularly, but their purpose is making the student study themselves. They do not focus on how they make the student’s good grade.
Thus they emphasize they can change the student to go the right way.
Even the students study on their own with 눈높