how does create customer value l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
How Does Create Customer Value? PowerPoint Presentation
Download Presentation
How Does Create Customer Value?

Loading in 2 Seconds...

play fullscreen
1 / 22

How Does Create Customer Value? - PowerPoint PPT Presentation


  • 88 Views
  • Uploaded on

How Does Create Customer Value?. By Rachel Carter Becky Davies Emma Chitty Amanda Creed. Agenda. Introduction Process Design Capacity Quality Inventory Workforce Management Conclusion. Service Quality Factors. Neutral Factors. Comfort. Tidiness. Hygiene Factors.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'How Does Create Customer Value?' - tamasine


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
how does create customer value

How Does Create Customer Value?

By Rachel Carter

Becky Davies

Emma Chitty

Amanda Creed

agenda
Agenda
  • Introduction
  • Process Design
  • Capacity
  • Quality
  • Inventory
  • Workforce Management
  • Conclusion
service quality factors
Service Quality Factors

Neutral Factors

Comfort

Tidiness

Hygiene Factors

Reliability

Availability

Security

Access

Safety

Enhancing

Factors

Flexibility

Integrity

Critical Factors

Competence

Communication

quality dimensions
Quality Dimensions

Word of mouth

Personal

Needs

Past

Experience

Perceived

Service

Quality

ES < PS

ES = PS

ES > PS

Dimensions of

Service Quality

Reliability

Responsiveness

Assurance

Empathy

Tangibles

Expected

Service

Perceived

Service

the satisfaction continuum
The Satisfaction Continuum

+5 Delighted

0 Satisfied

-5 Dissatisfied

capacity
Capacity

Located on

farm land

189 acres of land

Loan land from

three neighbours

facts and figures
Facts and Figures

http://www.glastonburyfestivals.co.uk/uploadedFiles/Information/Student_Information_Pack/5%20Attendance%20Numbers.pdf

Accessed on 01/11/06

festivalgoer s comments
Festivalgoer’s Comments
  • “The reason people go year after year is the sheer scale of the event.”
  • “I was surprised at how crowded the festival can get.”

Glastonbury Festival Case Study (1995) Page 9

storage facilities
Storage Facilities

40,000 litres

of diesel fuel

in 4 days

Electricity

Refuelling

twice a day

Water

4 million litres

of water, over 5 days

100000 litre storage facility on the farm

process design of glastonbury
Process Design Of Glastonbury

Competitive

priorities

New or

updated product

Demand/ Volume

changes

Competitors

Performance

choice of technology
Choice of Technology

Refuelling circuit

takes 12 hours

Electricity

Diesel Generators

No flush toilets

Transported in

milk tanks

Water

glastonbury s layout of facilities
Glastonbury’s Layout of Facilities

Electricity

Bridges

Self-sufficient Town

Pipes

Toilet Blocks

Marquees

Roads

Fences

Camp Sites

Car Parks

‘Green Field’ Site

Entertainment

Venues

The Stages

Market Stalls

glastonbury s service triangle

Customer

Glastonbury’s Service Triangle

Service strategy

System

Develop a strategy

Communicate systems and procedures

Workforce

Set up systems and procedures

continued
Continued…

Facilities

Stalls

Front Office

Stages

Toilets

Camp Sites

Back Office

Organisation starts

in December

Workers

preparation

high volume low variety

High

Professional Service

Variety

Service Shop

Mass Service

Low

Low

High

Volume

High Volume – Low Variety
inventory
Inventory

Ticketing

Programmes

Information

from Green peace

Toilet Paper

Food

workforce management
Workforce Management

“Managing people is the hardest part of the decision area in operations because nothing is done without people who make a product or provide a service.”

R G Schroeder (1993)

organisational structure
Organisational Structure

The Licensee (Gold)

Silver Command (1)

Silver Command (2)

Silver Command (3)

Villages

Liaison

Manager

Event

Safety

Coordinator

Crime

Reduction

Manager

Security

Manager

Safety

Manager

Off-site

Manager

elements of job design
Elements of Job Design

Task Analysis

Worker Analysis

Environmental Analysis

elements of job design21
Elements of Job Design

Level of

Responsibility

Skill Level

Worker

Analysis

Physical

Requirement

Boredom/

Motivation

Performance

Task

Analysis

Task

Sequence

Error

Possibilities

Frequency of

Tasks

Environmental

Analysis

Workplace

Location

Safety

Noise

conclusion
Conclusion
  • Process Design
  • Capacity
  • Quality
  • Inventory
  • Workforce Management