A Framework for Service Redesign - Pre-Service

5 important questions on A Framework for Service Redesign - Pre-Service

Where does pre-service redesign focus on?

On front-end processes with the goal of moving customers quickly and smoothly into the benefit-producing part of the service encounter.

In which way can customers benefit from pre-service design?

The service experience may be faster and more efficient. Pre-service redesign may involve shifting front-end tasks from customer to service provider.

How do many services offer the potential of separating front-end processes from service delivery?

Customers can fill out forms, prepay, and communicate special requests well before actually experiencing the service—making service delivery more efficient and probably more enjoyable for customers. In addition, these front-end tasks may only have to be performed once because of the capabilities of information technology.
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Why does pre-service redesign significantly boost a company's productivity?

Customers’ special requests no longer have to be service providers’ unwanted surprises. Employees can prepare ahead of time for these situations and, in turn, serve customers more efficiently. Early preparation may also free employees to address other pending job responsibilities, thereby increasing productivity.

What are the characteristics that services possess when they are the best candidates for pre-service redesign?

  • Customers must supply detailed information to receive the service
  • Customers are usually in a hurry to receive the service
  • Customers plan service consumption ahead of time
  • Customers use the service frequently

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