Post on 21-Jan-2015
description
ROLE OF TECHNOLOGY IN SERVICE OPERATIONS
MANAGEMENT
Technology Trends in Services Increase in Self-Service
Reduces labor costs Speeds up service
Decrease in the Importance of Location Lower costs for delivery of products and
services increases remote points of access and reduces the need for specific service locations
Technology Trends in Services
Increase in Disintermediation Technology brings buyers and sellers closer
together, eliminating intermediate steps or organizations.
Integration Benefits Efficiency in operations Effectiveness in serving customers
Technology Trends in Services
Increased efficiency Economies of scale in consolidating operations. Reduced labor costs through replacement of
manpower and increased labor productivity.
Categories of E-Services
Category Function
Internet
World-wide web presence with open access to all.
Intranet Internal network providing limited access by individuals within an organization.
Extranet A resource-limited network open only to specified internal and external users
Electronic Data Interchange (EDI)
A network designed to support the exchange of data between the organization and its vendors and suppliers.
Value-added network (VAN) A third party service that is used in conjunction with EDI to provide the link to customers and suppliers.
The Role of the Internet, Intranet,Extranet and EDI in an Organization
Automation in Services
Fixed sequence (F) Variable sequence (V) Playback (P) Numerical controlled (N) Intelligent (I) Expert system (E) Totally automated system (T)
Types of E-Services
Broad Categories Specific Service Types
Business-to-Consumer (B2C)
E-tailers (Goods and Services)
Consumer-to-Consumer (C2C)
Customer Support
Business-to-Business (B2B)
Network Providers
Government-to-Business (G2B)
Information Providers
Government-to-Consumer (G2C)
Application Service Providers (ASPs)
Technology Issues
Overcoming Barriers to Entry (Customer) “Fear of the unknown” Lack of knowledge by the customer
Training and Support Worker skill development through hands-on
training in the new technology. Customer familiarization with technology.
THANK YOU….!