Module 1 - Services and Technology

Module 1Services and Technology : 

Module 1Services and Technology Sri Beldona, Ph.D. HRIM 140 Information Technology in Services Management

Technology & the Business of Services : 

Technology & the Business of Services Technology has revolutionized the way that companies perform business Enhanced quality of service Efficiency of operations Reduced costs or enhanced revenues Personalized service Choice of customer options

IT & Computing in Business : 

IT & Computing in Business Facilitates the communication, storage, and processing of information. Improved communications Interdepartmental communications Inter-organizational communications Information as power Companies know more about customers Customers know more about companies and prices

Evolution of Service as a Discipline : 

Evolution of Service as a Discipline

Designing and Improving Service : 

Designing and Improving Service Service Product (concept and design)” fundamentally different from “Service Delivery Service Product - “planning your work,” Service Delivery - “working your plan.” Delivery is dynamic, potential for variability, need to track changing customer needs

Moving to a Service Paradigm : 

Moving to a Service Paradigm

Transforming Companies : 

Transforming Companies As physical goods increasingly become commodities, “goods only” companies find it increasingly difficult to stay profitable. Service allows companies to escape the “commodity trap” Use service to differentiate with the competition

E-Services-The New Paradigm : 

E-Services-The New Paradigm E-services are “electronic offerings for rent” made available via the Internet Complete tasks, solve problems, or conduct transactions. Can be used by both consumers and businesses Can be accessed via a wide range of information appliances “functionality for hire” “bits of usefulness” that help people solve problems

The E-Services StrategicAdvantage : 

The E-Services StrategicAdvantage E-services are mobile. E-services are flexible. E-services are interactive.

Managing Traditional ProblemsFaced by Service Marketers : 

Managing Traditional ProblemsFaced by Service Marketers Intangibility issues. Inseparability issues. Heterogeneity issues. Perishability issues.

The Future of Service : 

The Future of Service Computing and IT will enable the strong shift toward service by supplying information and tools to facilitate communication and build customer relationships. Concentrating only on cost savings through IT is outmoded Utilize IT to expand revenues through better service as well as to cut costs via automation