Identify the techniques for improving service productivity. For any two techniques, describe in a short paragraph, and include an example
What will be an ideal response?
The seven techniques are separation, self-service, postponement, focus, modules, automation, scheduling, and training.
• Separation: structuring the service such that the customer must go where the service is offered (a medical facility)
• Self-service: let customers perform their own comparisons (supermarket shopping)
• Postponement: customizing at time of delivery or in the final stages of the process (dealer-installed versus factory-installed options on automobiles, boats, etc.; Wendy's Hamburgers)
• Focus: restricting the product offerings, options, or degree of customization allowed (limited number of factory installed options on a new automobile)
• Modules: services selected from modular choices (health insurance programs)
• Automation: separating services that may lend themselves to automation (automatic teller machines)
• Scheduling: precise personnel scheduling (keep close watch on how many checkout lanes are needed)
• Training: clarifying options, teaching problem avoidance (after-sale maintenance personnel, counselors)
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