THE CHALLENGES OF MANAGING SERVICES
- What managerial challenges do services present that manufacturing does not?
- Why does service management present more challenges than manufacturing?
- Identify and determine the sequence of customer and service actions and interactions. A flowchart can be a useful tool for this.
- Develop time estimates for each phase of the process, as well as time variability.
- Identify potential failure points and develop a plan to prevent or minimize them, as well as a plan to respond to service errors.
