Service Delivery System - Essay Example

Service Delivery System In the field of strategic management study, the James Heskett defines some principles for the designing of the service delivery system. He developed a analytic framework to define service delivery system as the based on the principles like intangibility, perish ability, heterogeneity and simultaneity. The service delivery system is defined as the system used to link the external and internal affairs in an industry or an organization.

The service delivery system mainly works for the consumer satisfaction. The service delivery system may be a single person or a group of persons working for the beneficial of the consumer to distribute the goods or the services. The service delivery systems are linked from the manufacturing process to the distributing process. This system looks after the every aspect for delivering the goods or services with the consumer satisfaction as the main goal.

The service delivery system works as a link between the producer and the consumer. The goods which are being monitored by this system may be the goods, jobs, technologies or software too. There is no limit for the working of the service delivery system. In every industry, the efficient service delivery system is required to look after the delivery issue of the services offered by that particular industry to their clients. The service delivery system examines the input as well as the output in the industry or organization.

It takes feedback of the customers and tries to solve their problems. Then these problems are taken into account to remove these problems future.This system leads stress on the choice and requirement of the consumer. Also it works for the benefits of the producer by looking after the financial as well as the production features and the other features also to deliver the goods.The service delivery system also examines the management of the Human Resource for effective production.

They may employ the workers according to the situation for production of the services. They may design the various features like time management of production, employing of different workers according to the requirements and other features too. The feedbacks by the customer are also the factors for these kind changes in the production criteria. Thus the service delivery system basically works for the linking between the producer and the consumer with the main goal of consumer satisfaction with their best efforts.

The service delivery system is possible through the call centers also. In this system the call centers are linked with the customers though the telephone or internet. The person who requests for some services can call or contact these call canters by telephone or through internet. The person in the call center looks after his requirement. The customer gives his guidelines for the order and the person in call center solves his problem by employing some workers.

Thus call center worker produce the services for the customer and the customer in turn is satisfied, just pay for that services. Thus this system through call center works. References:1) Gabriel R. Bitran, Framework for analyzing the Service Operations.http://72.14.235.104/searchq=cache:7uKOkjzqTBQJ:web.mit.edu/http://72.14.235.104/searchq=cache:7uKOkjzqTBQJ:web.mit.edu/2) Jon A. Chilingerian, Corinne M. Kay, The Lessons and the Legacy of the Pew Health Policy Program, Published 1997 National Academies Press.

http://books.google.com/booksvid=ISBN0309058252&id=R4wcov1V33) Jim Clemmer, Barry Sheehy, Firing on All Cylinders: The Service/quality System for High-powered Corporate Performance, Published by Jim Clemmer.http://www.google.co.in/booksvid=ISBN0786303565&id=7zDdTC_UhGIC&pg=PA293&lpg=PA293&ots=Flc5-W72A4&dq=service+delivery+system+heskett&sig=Lko5Neb1jLSYbG3O9tGzzUzc2oc