Chapter 7: Service Processes
Extent of Contact
may be roughly defined as the percentage of time the customer must be in the system relative to the total time it takes to preform the customer service
High Degree of Customer Contact
more difficult to control and more difficult to rationalize, the customer can affect the time of demand, the exact nature of the service, and the quantity or perceived quality of service because the customer is so involved in the process
Low degree of Customer Contact
much easier to control due to lack of involvement of the customer
Infinite Population
the population is large enough in relation to the service system so that the population size caused by subtractions or additions to the population does not significantly affect the system probabilities
Pure virtual customer contact
where companies such as eBay and second life enable customers to interact with one another in an open environment
Mixed Virtual and Actual Customer Contact
where customers interact with one another in a server-moderated environment such as product discussion groups
Service Blueprint
A flowchart of a process emphasizing what is visible and what is not visible to the customer
Exponential Distribution
A probability distribution associated with the time between arrivals
Queuing System
A process where customers wait in line for service
Balking
Arrive, view and leave
Reneging
Arrive, wait awhile, then leave
Factors of the Queuing System
Length Number of lines Queue Discipline
Poisson Distribution
Probability distribution for the number of arrivals during each time period
Arrival Rate
The expected number of customers that arrive each period
Service Rate
The number of customers a server can handle during a given time period
High and Low degree of customer contact
a concept that relates to the physical presence of the customer in the system
Poka-yokes
procedures included in a service blueprint that block the inevitable mistake from becoming a service defect
Customer Contact
refers to the physical presence of the customer in the system
Creation of the service
refers to the work process involved in providing the service itself
