Understanding Services
The servicization of the world around us has resulted in a higher emphasis on services and their management. The distinctive characteristics that make service operations challenging, are therefore, valid across all value adding businesses. The discussions in the first module of the course covered these ideas!
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Service Strategy
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We used the southwest airlines case to understand how service strategy is formulated and updated over time to maintain sustainable competitive advantage.
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Service Design
Ideas discussed:
1. A service that provides enterprises with solutions to their specific implementation problems followed by consulting if required.
2. Automobile Repair shop which actually repairs and doesnot replace
3. Notsplitwise
1. A service that provides enterprises with solutions to their specific implementation problems followed by consulting if required.
2. Automobile Repair shop which actually repairs and doesnot replace
3. Notsplitwise