Service is Activities, benefits and satisfactions which are offered for sale or are provided in connection with the sale of goods.
*Main Characteristics
-Intangibility
-Inseparability
-Perish ability
-Variability
Introduction to LPC - Facility Design And Re-Engineering
MBA-5 Low Contact Service and High Contact Service
1. Design decisions in Low contact service and High
contact service.
Differences between Intermittent and Continous
operation.
Presented By :-
Vivek Ghatbandhe 2017188
Prathamesh shirke 2017230
Atul Shinde 2017229
Chetan Meshram 2017210
Omkar Mulay 2017212
Mayur Sancheti 2017224
2. Service
Activities, benefits and satisfactions which are offered
for sale or are provided in connection with the sale of
goods
Main Characteristics
Intangibility
Inseparability
Perish ability
Variability
3. Used when personal
interaction is not
required.
Employees must be
skilled.
Work to average demand
level.
Low/moderate prices.
Low Contact Service
Used to meet uncertain
customer demands.
Employees must have HR
skills.
Response must be
immediate to meet
demand.
Higher prices.
High Contact Service
LOW CONTACT AND HIGH CONTACT SERVICE
4. SERVICE PROCESS MATRIX
SERVICE FACTORY
Freight services
Hotels and Motels
Airline Services
Amusement parks
SERVICE SHOP
• Auto/ Electronic service
centers
• Hospitals and nursing home
MASS SERVICE
Schools and Colleges
Retails shop
Wholesalers and distributors
Selling of insurance policies
PROFESSIONAL SERVICE
Specialist doctors
Lawyers and tax consultants
Engineers and Architecture
Financial consultants
Low High
Low
High
Degree of Interaction and Customization
DegreesofLabourintensity
9. INTERMITTENT CONTINUOUS
Nature of Product As per customer order As per demand
Product variety Low High
Degree of
Standardization
Low High
Scale of Production Small Large
Difference Between Intermittent and Continuous
Operation
10. INTERMITTENT CONTINUOUS
Per unit cost High Low
Degree of Automation Low High
Importance of Work
Scale
High Low
Type of equipment General purpose Specialized
Throughout time Longer Shorter
Capital Investment Small Huge
Cont.