Organisasi dan manajemen pelayanan jasa membahas konsep, persoalan, teknik, dan metoda pengorganisasian serta pengelolaan perusahaan jasa. Materi utama meliputi sistem operasi jasa, strategi operasi jasa, organisasi perusahaan jasa, karakteristik jasa, manajemen kualitas jasa, fokus konsumen, dan manajemen pengetahuan dalam jasa. Tujuannya adalah memahami konsep tersebut dan mampu memimpin serta mengelola

1. ORGANISASI DAN MANAJEMEN PELAYANAN JASA Prof.Dr.Ir. Iman Sudirman., DEA

31. SCALE OF TANGIBLE Salt Soft drinks Detergent Automobiles Cosmetics Fast-food Outlet Advertising Agencies Airlines Investment Management Consulting Teaching Fast-food Outlet Tangible Dominant Intangible Dominant

33. Jenis-jenis Customer Contact dengan Contoh-contohnya Contact During The Production Process Service Constant physical contact Constant communication Sporadic physical contact Physical contact before, at beginning and at end of the process Communication only before, at beginning and at end the process Barber, masseuse, cruise ship Hot line Management consulting, plastic Surgeon, restaurant Management consulting, legal service, utility, Tailor, dry cleaner, mover of house hold goods Stock broker conducting stock transaction, fertilizer company that sprays farms, car rental.

42. PEMASAR Word of Mouth Communication Pengalaman Masa Lalu Kebutuhan Pribadi Jasa Yang Diharapkan Jasa Yang Dipersepsikan Komunikasi Eksternal Kepada Pelanggan Penyampaian Jasa Spesifikasi Kualitas Jasa Persepsi Manajemen Atas Harapan Pelanggan PELANGGAN GAP 5 GAP 1 GAP 2 GAP 3 GAP 4

59. Two-Dimensional Difference Plane

75. American Customer Satisfaction Index – Rating by Industry Industry Customer Satisfaction 1997 (score) Change From 1996 Beverages, Soft drinks Pet Foods Personal Care, Clearing Products Food Processing Beverage, beer Parcel Delivery, Express Mail Household Appliances Customer Electronics Auto mobiles, Vans, Light Trucks …… Sampai dengan 34 ……… 83 83 82 81 81 80 80 80 79 -3,5 % NA 2,5 % -2,4 % 2,5 % -5,9 % -2,4 % -1,2 % NC

77. A. Service Encounter Cascade for a Hotel Visit Check in Bellperson Takes to Room Restaurant real Wake-up call Check Out

81. Service encounter there 1: Recovery Satisfactory Dissatisfactory They lost my room reservation but the manager gave me the VIP suite for the same price (external customer) We had made advance reservation at the hotel when we arrived we found we had no room – no explanation, no apologies, and no assistance in finding another hotel (external customer)

82. Service encounter there 2: Adaptability Satisfactory Dissatisfactory I didn’t have an appointment to see a doctor: how ever, my allergy nurse spoke to a practitioner’s assistance and worked me into the schedule. I received treatment after a 10 minutes wait, and the quality of the service. (External customer) My young son, flying alone, was to be assisted by the stewardess from start to finish, at the albany airport she left him alone in the airport with no one to escort him to his connecting flight. (external customer)

83. Service encounter there 3: Spontaneity Satisfactory Dissatisfactory We always travel with our teddy bears, when we got back to our room at the hotel we saw that the maid had arranged our bears very comfortably in a chair, the bears were holiday lends. (External customer) The lady at the front desk acted as if we were gathering her. She was watching TV and paging more attention to the TV than to the hotel guests. (external customer)

84. Service encounter there 4: Coping Satisfactory Dissatisfactory A person who became intoxicated on a flight started speaking loudly, annoying the other passenger if we would be driving when the plane landed and offered him coffee, he accepted coffee and become quitter and friendlier (complete). An intoxicated man began pitching the female flight attendants, one of attendant told him to stop, but he continued and than hit another passenger the co-pilot was called and asked the man to sit down an leave the others alone, but the passenger refused the co-pilot then “decked” the man knocking him into seat (employee).

91. Usaha peningkatan quality secara terus menerus dengan melibatkan seluruh pihak yang punya keterlibatan dalam penciptaan produk mulai dari Top Manager sampai dengan operator. Pihak external seperti supplier, pemegang saham dan sebagainya. TOTAL QUALITY MANAGEMENT

92. MODEL TQM CONTINUOUS IMPROVEMENT CUSTOMER FOCUS PROCESS IMPROVEMENT TOTAL INVOLVEMENT