Service is important for service firms to guide their

Service processes refer to the methods and means that service firms use to deliver their products, intangible services, to their client base. They include the mechanisms, procedures, activities and schedules that deliver the service (Chase & Jacobs, 2014).Characteristics of a Service processThere are six distinctive characteristics defining service processes: they include perishability, intangibility, variability, and inseparability. Perishability explains on the factor that services cannot be retained for further use such as a plane seat missed cannot be reclaimed. In manufacturing, in order to meet excess in demand, further goods are produced. This is different in service-based firms. If the service runs out then it cannot meet the excess demand. This means that service industry strategies should come up with proper mechanisms in meeting the high or low demands in the market. Intangibility on the other hand defines the nature of products from service organizations. They cannot be touched or seen. A car repair service as an example is completely intangible. The customer cannot be able to see the product received from the service. This is why it is important for service firms to guide their clientele on the procedure of the service or its implications. Variability is another important characteristic of the service industry. This comes as an unavoidable trait in the industry. The service given by one customer care agent might be totally different from the other one. One might be kind while another might be intolerant. It might be a bit difficult to accomplish standardization in providing services but it does require a strategy to try and keep it minimal and controlled. Inseparability may be seen in the example of getting a hair cut. The hair cut is done and completed in the same place and time. Services are produced and consumed simultaneously. Meaning in the same location and same time. Some services are specifically produced to fit clients’ preferences such as a Netflix special package. This basically means that production and consumption of services always go hand in hand.Types of Service ProcessesThere are three different types of service processes in the service industry. They are: line operations, job shop operations and intermittent operations. A line operation set up is whereby there involves a preset sequence to follow on activities practiced or services given. The classical example of this is the self-service type of restaurant where the customer offers the service personally. It is usually ideal for hasty performance where there is relatively continuous flow of demand for the service provided as in the case of fast food restaurants. The job shop operation is well known for providing unique and a signature service to its client meaning diversity is a stronghold in this particular set up. They tailor their services to fit with the clients’ demands. Good examples of these are professional services. The set up calls for more planning however. It is quite a bit of work trying to put up together a schedule that fits all the clients’ needs: it is very time and labor consuming. Intermittent operations refer to those projects that only occur a few times or once in different cases. Installation of large machinery might happen only one. In later cases it might only require maintenance. These setups are unpopular in the service industry due to their complexity on difficulties to plan and strategize. ConclusionService processes are means and ways in which service organizations delivery and meet their clients’ needs. It is important to understand what processes to use when and where need be. Their characteristics and the different types that exist have helped us in understanding that.


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