Service operations 2

Dr. Swatantra Kumar, SSVGI, Bareilly

Service operations

ByDr. Swatantra Kumar


How services are created

We take an example of a Professional Management Institute


What you need first

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What you need first

Vision & MissionWhat you want to do (Mission)Where you wanted to go (Vision) Like you say – I want to create a world

class management institute in Patiala. My mission is to provide affordable yet

world class management education to all sections of society.

My vision is to make this institution the best management institute in the country.


Than….you need to find….

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Yes…

A detailed plan of execution Defined objective Defined Product(Service)/Market Resource generation (Man, Machine,

Money, Material, method) Service blueprint Service development efforts


For a potentially world class institute how will you define these..

Plan of execution involves – Product(Service)/ market:

Options: MBA (AICTE); PGDM (AICTE), University, Distance Mode (Lot of Options)

Like you go for AICTE Approved MBA programme (Since it has got credibility in the market)


The process of building

You need AICTE approval (there are set of rules defined by AICTE) – you need to comply

You need defined building spaces You need defined library facilities You need defined Computer labs You need defined Faculty and staff

members You need defined capital employed


Once everything in place

Think about consumers (Students in this case)

Positioning services is key (getting mind space)

It has to be competitively superior (S-T-P)

S-T-P is critical in service communication.


But the real game begins when You start delivering the services In case if you wish to provide great quality

of management education – You need educational resources (great

books, journals, online databases for library)

You need really good resource persons (faculty members, visiting professors, industry professionals, HR managers etc.)

You need a great system of service delivery in place (good office staff, librarian, network administrator, and peon)


In case of service, creation and delivery system is critical

With in the broad education delivery system there are systems such as Student enrolment system Education delivery system Examination system Placement assistance system Alumni management system

And, each of them is extremely critical for the overall success.


Think as if

Any of the sub systems fail What happens to overall service

quality????


service operation is a tricky business

It has to take care of countless factors What if out of eight subject teachers one is

not up to the mark? What if out of the 60 students in the class 5

are rebels? What if the librarian is not polite in his

dealings What if the meal in the canteen is not up to

the mark? What if the students get great education and

no placement?


The value chainManagement

Suppliers

Inputs• People• Information• Physical

goods

Process or network of processes

Goods and

services outputs

and outcomes

Post sale

services

Land, labour, capital, & information resources

Synchronized information and feedback loops


Ready for more

Service operations 2

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