Contents

• Executive Summary
• Introduction & Definition
• Characteristics of a Service
• 2.1 Five distinctive characteristics to a service management
• The 3Ps of Services Management
• 3.1 People
• 3.2 Processes or Procedures
• 3.3 Physical Evidence
• Service Delivery Model
• 4.1 Service Strategy
• 4.2 Service Design
• 4.3 Service Transition
• 4.4 Service Operation
• 4.5 Continual Service Improvement
• Special approach to Service Management & Critical Analysis
• Conclusion
• List of References

Description

It is ancient that consumers would be satisfied with only a tangible offering i.e. product. Today the want a plethora of service too with it. In fact new business environment and consumer demand requires intangible more than tangible today. A product sale is termed incomplete till it is packaged with strong pre and post sales service. Therefore, we have chosen this topic that Service Management is not only a separate discipline to study today but its processes are distinctive. Production of a product is process oriented but delivery of service is equally crucial and needs a specific and carefully designed process. The intellectual property build in Service Management is unique and are strategic assets for organizations today.