DESIGNING AND

MANAGING SERVICES

WHAT ARE THE NEW SERVICE REALITIES ?

40-30-30 RULE – SIA

SINGAPORE AIRLINES APPLY 40-30-30 RULE

• 40 % OF RESOURCE GO TO TRAINING AND INVIGORATING STAFF

• 30 % TO REVIEWING PROCESS AND PROCEDURES

• 30% TO CREATING NEW PRODUCT AND SERVICE IDEAS

CUSTOMER EMPOWERMENT

EXPERTS BELIEVE COMPANIES SHOULD

• SEND AN AUTOMATED REPLY TO CUSTOMERS

• ENSURE THE SUBJECT LINE ALWAYS CONTAINS THE COMPANY NAME

• MAKE THE MESSAGE EASY TO SCAN FOR RELEVANT INFORMATION

• GIVE CUSTOMERS AN EASY WAY TO RESPOND WITH FOLLOW – UP QUESTIONS

CUSTOMER COPRODUCTION

• REDESIGN PROCESSES AND CUSTOMER ROLES

• INCORPORATE THE RIGHT TECHNOLOGY TO AID EMPLOYEES AND CUSTOMERS

• CREATE HIGH PERFORMANCE CUSTOMERS

• ENCOURAGE “CUSTOMER CITIZENSHIP”

CAUSE OF CUSTOMER FAILURE

SATISFYING EMPLOYEES AS WELL AS CUSTOMERS

40%WORKERS CITED

“LACK OF RECOGNITION” AS KEY REASON FOR

LEAVING JOB

3 TYPES OF MARKETING IN

SERVICE INDUSTRIES

CREATED BY ELDHOSE ALIAS , MEC ERNAKULAM ,DURING AN INTERNSHIP BY PROF . SAMEER MATHUR , IIM LUCKNOW

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