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service operation- service concept,STA analysis, service bluprinting
- 1. Organisation: Times of India Organising idea: Up keeping of machine for continuous production . Service concept (summary):A Times of India newspaper that provides an inclusive package of News and information to suit all ages delivering on time to customer by finishing production on or before set time. Service value: • Price of newspaper • Overall excellent value for money Service operation: • Implementation of 5S, andon, pokayoke. • Preventive & predictive maintenance. • Proper tooling • SOPs • Make critical spares available. Service outcome: • Good quality of newspaper • Pleasure of newspaper production finish on time. • Never a dull moment • Great experience working on machine Service experience: • Full proof system • Availability of machine • Ease to handle machine • Ease of product changeover • Flexibility
- 2. Organization- Times of India Service blueprinting of upkeeping of machine to Production Dept. m/c stop (breakdown). Call to Engineer Tools, SOPs, F drawings Material Requisition for spare component m/c start (prod. Start) Handover of m/c to prod. dept Customer action Seen by customer Line of visibility Not seen by customer but necessary to performance Attending breakdown & Checking any component failure Prod. Dept. Line of interaction No Yes Taking call & collecting info. Replacing component & making m/c ready Delivering spare component to engineer Onstage contact person F F= fail points 5 mins 5 mins 5 mins 15mins 5 mins 10 min Going to m/c area Acceptance of requisition by Engg..Store manager Select and purchase supplies 5 min 5 min 10 min
- 3. STA ANALYSIS QUESTIONNAIRE 1. How were employees providing services as promised? 2. Are the Employees knowledgeable? 3. Are the equipments easy to handle ? 4. How were the employees dealing with customer 5. How soon were you(customer) assisted? Not at all Most efficiently 1 2 3 4 5 Highly knowledgeable least knowledgeable 1 2 3 4 5 difficult to handle Easiest to handle 1 2 3 4 5 Least effectively Most effectively 1 2 3 4 5 15 mins+ 10 –15 mins 0 – 5 mins 1 2 3 4 5 Note:- Modified Ratings (1) Below 3 as – , (2) equal to 3 as 0 and (3) above 3 as +
- 4. STA ANALYSIS of TOI Organisation: Times of India Service concept Process: Up keeping of machine A Times of India newspaper that provides an inclusive package of News and information to suit all ages delivering on time to customer by finishing production on or before set time. Customer: Production dept Transactions Score Messages/Emotions + 0 - Providing services as promised * Most efficiently providing promised services to production dept. Employees are knowledgeable to answer customer questions * Employees are knowledgeable but managerial and technological skills to be upgraded with changing environment. Modern equipment * Equipments needs to be upgraded for easy handling Employees who deal with customers in a caring fashion * Employee needs to focus customer care . Readiness to respond to customers' requests * They are easily accessible and available Overall evaluation: Good service design. Good thought for production dept.. Company is customer-orientated. Overall service is good.