Service is Activities, benefits and satisfactions which are offered for sale or are provided in connection with the sale of goods. *Main Characteristics -Intangibility -Inseparability -Perish ability -Variability

1. Design decisions in Low contact service and High
contact service.
Differences between Intermittent and Continous
operation.
Presented By :-
Vivek Ghatbandhe 2017188
Prathamesh shirke 2017230
Atul Shinde 2017229
Chetan Meshram 2017210
Omkar Mulay 2017212
Mayur Sancheti 2017224

2. Service
Activities, benefits and satisfactions which are offered
for sale or are provided in connection with the sale of
goods
Main Characteristics
 Intangibility
 Inseparability
 Perish ability
 Variability

3.  Used when personal
interaction is not
required.
 Employees must be
skilled.
 Work to average demand
level.
 Low/moderate prices.
Low Contact Service
 Used to meet uncertain
customer demands.
 Employees must have HR
skills.
 Response must be
immediate to meet
demand.
 Higher prices.
High Contact Service
LOW CONTACT AND HIGH CONTACT SERVICE

4. SERVICE PROCESS MATRIX
SERVICE FACTORY
 Freight services
 Hotels and Motels
 Airline Services
 Amusement parks
SERVICE SHOP
• Auto/ Electronic service
centers
• Hospitals and nursing home
MASS SERVICE
 Schools and Colleges
 Retails shop
 Wholesalers and distributors
 Selling of insurance policies
PROFESSIONAL SERVICE
 Specialist doctors
 Lawyers and tax consultants
 Engineers and Architecture
 Financial consultants
Low High
Low
High
Degree of Interaction and Customization
DegreesofLabourintensity

5. DESIGN
DECISION
HIGH CONTACT
SERVICES
LOW CONTACT
SERVICES
Facility
Location
Near to customer Near to Resources
Facility
Layout
Accommodate
Customer
Design For
Efficiency
Product
Design
Environment
and Product
Fewer attributes
Design Decision of High vs. Low Contact Service

6. DESIGN
DECISION
HIGH CONTACT
SERVICES
LOW CONTACT
SERVICES
Process
Design
Production Affects
Customers
Customer Rarely
Involved
Workers
Skills
Interacts With Public Technical Skills Only
Time
Standards
Inherently Loose Can Be Tight
Cont.

7. DESIGN
DECISION
HIGH CONTACT
SERVICES
LOW CONTACT
SERVICES
Capacity
Planning
Match Peak Demand Average Demand
Production
Planning
Can’t be a Smooth
Production
Can be a Smooth
production
Quality
Control
Variable Measurable And Fixed
Cont.

8. Intermittent
Production
System
Project
Production
Job
Production
Batch
Production
Continuous
Production
System
Mass
Production
Process
Production
PRODUCTION PROCESS

9. INTERMITTENT CONTINUOUS
Nature of Product As per customer order As per demand
Product variety Low High
Degree of
Standardization
Low High
Scale of Production Small Large
Difference Between Intermittent and Continuous
Operation

10. INTERMITTENT CONTINUOUS
Per unit cost High Low
Degree of Automation Low High
Importance of Work
Scale
High Low
Type of equipment General purpose Specialized
Throughout time Longer Shorter
Capital Investment Small Huge
Cont.

11. Thank You!!