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Name of Institution
Amity Business
School
New Service Development
Sonali Banerjee
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Name of Institution
Amity Business
School
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Name of Institution
Amity Business
School
1. Identify focus issues or decision.
2. Identify primary driving forces:
Social,
Economic, Political,
Technological.
3. Rank driving forces according to importance anduncertainty.
4. Create matrix of two most important.
5. Flesh-out scenarios.
6. Consider implications.
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Name of Institution
Amity Business
School
Service Idea Generation
Internal or external Formal or information search
Involving the customer
Need to simulate service idea generation ona long-term basis
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Name of Institution
Amity Business
School
Service Idea Generation
Extending existing services
Evolving existing services into new or differentforms
Turning products into services
Creating product-sharing services Obtaining customer concepts from the coalface
Out-of-the-blue ideas from the technology, from
serendipity
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Name of Institution
Amity Business
School
Service idea generation methods
Critical Incident Technique
User groups
Focus groups
Ethnography
Observation
Interviews
Surveys and Questionnaire
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Name of InstitutionAmity Business
School
Service Idea Selection
Emerging patterns identifying new core services.
User demand and support. Quantitative cost benefit analysis.
Alignment / synergy with business needs.
Extent of integration with existing services. A balancing exercise in reaching a consensus.
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Name of InstitutionAmity Business
School
Service DesignService Concept
What does the customer get? How will the service be delivered
Benefits, advantages, needs met.
Specification of Requirements
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Name of InstitutionAmity Business
School
Service Design
Service System
Supporting facilities : eg. Training suite,Information system
Facilitating goods: eg. PCs, training
manuals Explicit services: eg. Training in technique
Implicit Services: eg. Mastery, Certificate.
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Name of InstitutionAmity Business
School
Service Design
Service Process
Chain of activities
Defining customer involvement
Service blueprinting Scripting
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Name of InstitutionAmity Business
School
Service Blueprinting.
Differentiate between Customer, FrontOffice and Back Office.
Identify activities involved in the service.
Identify fail points Draw flowchart.
Identify resource usage.
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Name of InstitutionAmity Business
School
Scripting
CALL HELPDESK
WAIT FOR REPLY
GIVE NAME
GIVE LOCATION
EXPLAIN PROBLEM
REPLY TO SECONDARY QUESTIONS
AGREE PRIORITY CALL REF
WAIT
ENGINEER ARRIVES
DESCRIBE PROBLEM IN DEPTH
LEAVE ENGINEER TO RESOLVE PROBLEM
RESPOND TO SECONDARY ENQUIRY BY ENGINEER
NOTE WHEN PROBLEM FIXED
WAIT(LATER)
RECEIVE CALL FROM HELPDESK
GIVE SATISFACTION RATING
END
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Name of InstitutionAmity Business
School
Service Implementation
Service system integration
Change management
Service policies and service quality plan
Allocating roles and duties
Delivering training
Preview Marketing
Launch
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Name of InstitutionAmity Business
School
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Name of InstitutionAmity Business
School
Brainstorm 4 ideas for new services.
Consider how they relate to strategy and
scenario. Select one which you think might be
feasible.
What factors might influence its selection?(e.g. costs, service integration etc.)
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Name of InstitutionAmity Business
School
Consider your selected service
idea What will be the main elements of the
servicescape? Where will you draw the line of visibility?
Discuss the service script for a customer . Whatextent of involvement
would you expect from the customer? How mightyou increase the selfservice
aspects of your new service?
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Name of InstitutionAmity Business
School
http://www.google.co.in/images?hl=en&q=service+models&um=1&ie=UTF-8&source=univ&ei=EzSOTITVBYWqvQPq-
cTnBg&sa=X&oi=image_result_group&ct=title&resnum=4&ved=0CDQQsAQwAw&biw=1278&bih=696