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BREAKING THE TRADE-OFF
Between Efficiency and Service
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- INDEX -
1. Issue of Variability
2. Five Types of Variability
3. A Classic Trade-Off
4. Solutions in Practice
5. Managing the Operational Behavior of Customers
6. Throwing a Customer in the Works
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Issue of Variability
Today service businesses
struggle with a reality that is foreign to manufacturers: Customers ��쐇nterfere��� with their operations.
Customers aren��셳 simply the open wallets at the end of an efficient supply chain.
Because they want to give high quality service in their point of view, they��셱e directly involved in ongoing operations.
So, Customers muck up the manufacturer��셲 carefully designed processes left and right.
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Issue of Variability
Dealing with that variability
Is a chance or challenge to making a service offering pr���(�깮�왂)
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a resort, vacationers all want different amenities.
��� Difference service times withdrawal vs. open a account.
Capability Variability
(�뒫�젰 蹂��룞�꽦)
��� Vary in customer��셲 ability to perform tasks needed to receive service.
��� It depends on customer��셲 level of knowledge and skills about their provided services.
��� A patient has difficulty describing his or her symptoms, affecting the quality of health care received.
Effort Variability
(�끂�젰 蹂��룞�꽦)
��� level of commitment to coproduction or self-service varies.
��� Hypermarket��셲 coin-cart policy.
��� Self gas station.
Subjective Preference
Variability
(二쇨���쟻 �꽑�샇 蹂��룞�꽦)
��� Have different opinions about what it means to be treated well in a service environment.
��� More unpredictable than any other variability.
��� One diner appreciates the warmth of the waiter��셲 first-name introduction; another resents his presumption of intimacy.
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A Classic trade-off
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Accommodation
Accommodation emphasize service experience, mor
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