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chapter 9.pptx
1.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 1 Chapter 9: Balancing Demand and Productive Capacity
2.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 2 Overview of Chapter 9 Fluctuations in Demand Threaten Service Productivity Managing Capacity Analyze Patterns of Demand Managing Demand Inventory Demand Through Waiting Lines and Queuing Systems Customer Perceptions of Waiting Time Inventory Demand Through Reservation Systems
3.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 3 Fluctuations in Demand Threaten Service Productivity
4.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 4 Defining Productive Capacity? Productive capacity can take several forms in services Physical facilities designed to contain customers Physical facilities designed for storing or processing goods Physical equipment used to process people, possessions, or information Labor Infrastructure Financial success in capacity-constrained business is a function of management’s ability to use productive capacity as efficiently and profitably as possible.
5.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 5 From Excess Demand to Excess Capacity Excess demand Too much demand relative to maximum capacity Demand exceeds optimum capacity Service quality is perceived to have deteriorated Optimum capacity Staff is not overworked and customers receive good service Excess capacity Too much capacity relative to demand
6.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 6 Variations in Demand Relative to Capacity VOLUME DEMANDED TIME CYCLE 1 TIME CYCLE 2 Maximum Available Capacity Optimum Capacity (Demand ≈ Supply) Low Utilization (may send bad signals) Demand > Capacity (business is lost) Demand > optimum capacity (quality declines) Excess capacity (wasted resources) CAPACITY UTILIZED
7.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 7 Addressing Problem of Fluctuating Demand Two basic approaches of which most firms use a mix of: Adjust level of capacity to meet demand Need to understand productive capacity and how it varies on an incremental basis Manage level of demand Use marketing strategies to smooth out peaks, fill in valleys Inventorying demand until capacity becomes available
8.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 8 Managing Capacity
9.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 9 Managing Capacity Enables more people to be served at same level of capacity Stretch and shrink: Offer inferior extra capacity at peaks (e.g., bus/train standees) Use facilities for longer/shorter periods Reduce amount of time spent in process by minimizing slack time Adjusting capacity to match demand Rest during low demand Cross-train employees Use part-time employees Customers perform self-service Ask customers to share Create flexible capacity Rent/share facilities and equipment
10.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 10 Analyze Patterns of Demand
11.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 11 Demand Varies by Market Segment Understand why customers from specific market segments select this service Keep good records of transactions to analyze demand patterns Sophisticated software can help to track customer consumption patterns Record weather conditions and other special factors that might influence demand
12.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 12 Predictable Cycles of Demand Levels day week month year other Underlying Causes of Cyclical Variations employment billing or tax payments/refunds pay days school hours/holidays seasonal climate changes public/religious holidays natural cycles (e.g., coastal tides) Predictable Demand Patterns and Their Underlying Causes
13.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 13 Causes of Seemingly Random Changes in Demand Levels 1. Weather 2. Health problems 3. Accidents, Fires, Crime 4. Natural disasters Question: Which of these events can be predicted?
14.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 14 Managing Demand
15.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 15 Managing Demand Take no action Let demand find its own levels Interventionist approach Reduce demand in peak periods Increase demand when there is excess capacity Inventorying demand until capacity becomes available Formal wait and queuing system Reservation system
16.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 16 Marketing Mix Elements to Shape Demand Patterns Use price and other nonmonetary costs to manage demand Change product elements Modify place and time of delivery No change Vary times when service is available Offer service to customers at a new location Promotion and Education
17.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 17 Hotel Room Demand Curves by Segment and Season Bh = business travelers in high season Bl = business travelers in low season Th = tourist in high season Tl = tourist in low season Bh Bh Bl Bl Th Th Tl Tl Price per room night Quantity of rooms demanded at each price by travelers in each segment in each season Note: hypothetical example
18.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 18 Inventory Demand Through Waiting Lines and Queuing Systems
19.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 19 Waiting Is a Universal Phenomenon! An average person may spend up to 30 minutes/day waiting in line—equivalent to over one week per year! Nobody likes to wait It's boring, time-wasting, and sometimes physically uncomfortable
20.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 20 Why Do Waiting Lines Occur? Because number of arrivals at a facility exceeds capacity of system to process them at a specific point in the process Queues are basically a symptom of unresolved capacity management problems Not all queues take form of a physical waiting line in a single location Queues may be physical but geographically dispersed Some are virtual (e.g., phone)
21.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 21 Managing Waiting Lines Rethink design of queuing system Install a reservations system Tailoring the queuing system to different market segments Manage customer behavior and perceptions of wait Redesign processes to shorten transaction time
22.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 22 Queuing Systems can be Tailored to Market Segments Urgency of job Emergencies vs. non-emergencies Duration of service transaction Number of items to transact Complexity of task Payment of premium price Importance of customer Frequent users/high volume purchasers vs. others
23.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 23 Customer Perceptions of Waiting Time
24.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 24 Ten Propositions on Psychology of Waiting Lines Sources: Maister; Davis & Heineke; Jones & Peppiatt Feels longer than Unoccupied time Occupied time Solo waits Group waits Physically uncomfortable waits Comfortable waits Pre- and post-process waits In-process waits Unexplained waits Explained waits Unfamiliar waits Known, finite waits Unfair waits Fair waits Anxious waits Calm waits Monotonous waits Valued waits
25.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 25 Inventory Demand Through Reservations System
26.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 26 Benefits of Reservations Saves customers from having to wait in line Helps to control and manage the demand (e.g., leave time for emergency jobs) Pre-sells the service and can be used to prepare and educate the customer for the service encounter Data captured helps organizations to understand their demand patterns and to plan their operations and staffing levels
27.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 27 Characteristics of Well-Designed Reservations System Fast and user-friendly for customers and staff Responsive to customer queries and needs Offers options for self service (e.g., through an online reservations system) Accommodates preferences (e.g., room with a view) Deflects demand from unavailable first choices to alternative times and locations
28.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 28 Reservations Strategies Should Focus on Yield Yield analysis helps managers recognize opportunity cost of allocating capacity to one customer/segment when another segment might yield a higher rate later Decisions need to be based on good information Detailed records of past usage Current market intelligence and good marketing sense Realistic estimate of the chances of obtaining higher rated business When firms overbook to increase yield, Victims of overbooking should be compensated to preserve the relationship
29.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 29 Setting Hotel Room Sales Targets by Segment and Time Period Out of commission for renovation Loyalty Program Members Transient guests Weekend package Groups and conventions Airline contracts 100% 50% Week 7 (Low Season) M Nights: Tu Time W Th F S Su Loyalty Program Members Transient guests W/E package Groups (no conventions) Airline contracts Week 36 (High Season) M Tu W Th F S Su Capacity (% rooms)
30.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 30 Creating Alternative Use For Otherwise Wasted Capacity Use capacity for service differentiation Reward your best customers and build loyalty Customer and channel development Reward employees Barter free capacity
31.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 31 Information Needed for Demand and Capacity Management Strategies Historical data on demand level and composition, marketing variables Demand forecasts by segment under specified conditions Segment-by- segment data Fixed and variable cost data, profitability of incremental sales Meaningful location- by-location demand variations Customer attitudes towards queuing Customer opinions of quality at different levels of capacity utilization
32.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 32 Summary At any moment in time, a fixed-capacity service may face Excess demand Demand exceeding optimum capacity Demand and supply well-balanced at the level of optimum capacity Excess capacity To balance demand and capacity, a firm can: Manage capacity Take no action and let demand find its own levels Reduce demand in peak periods Increase demand when there is excess capacity Inventory demand using wait & queuing, and reservation systems Capacity can be managed through: Stretching or shrinking capacity levels Adjusting capacity to match demand Creating flexible capacity
33.
Services Marketing Slide ©
2010 by Lovelock & Wirtz Services Marketing 7/e Chapter 9 – Page 33 Summary Demand can be managed through Analysis of patterns To be reshaped by marketing strategies Waiting is a universal phenomenon. Waits can be reduced by Rethinking and redesigning the queuing system Managing customers’ behavior and their perceptions of the wait Installing an effective reservation system focused on yield
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