Prior to beginning work on this discussion forum,
Read Chapter 5 of the course textbook, Operations and Supply Chain Management.
Review the video, Amazon – What They Know About UsLinks to an external site.. https://go.openathens.net/redirector/ashford.edu?url=https%3A%2F%2Ffod.infobase.com%2FPortalPlaylists.aspx%3FwID%3D100753%26xtid%3D241059
Consumers provide a lot of free information via technology in the form of blogs, discussion groups, website product reviews, webpage clicks, and so on. Companies can leverage this information by carefully monitoring comments about their products, as well as their competitors’ products.
Explain the influence of technology on the five elements of a service-delivery system (e.g., the voice of the customer, etc.).
Your initial response should be a minimum of 200 words. Graduate-school students learn to assess the perspectives of several scholars. Support your response with at least one properly cited and referenced scholarly or credible source in addition to the text. Review the APA: Citing Within Your PaperLinks to an external site. and APA: Formatting Your References ListLinks to an external site. resources from the Writing Center for help.
Guided Response: Respond to at least two of your fellow students’ or instructor’s posts in a substantive manner and provide information or concepts they may not have considered. Each response should have a minimum of 100 words and be respectful of others’ opinions and beliefs that differ from your own. Support your position by using information from the week’s readings. You are encouraged to post your required replies earlier in the week to promote more meaningful and interactive discourse. Continue to monitor the discussion forum until Day 7 and respond with robust dialogue to anyone who replies to your initial post.
Zubin Mistry
Hi Class,
The five elements of a service-delivery system are facility location and layout, servicescape, service process and job design, technology, and information support systems. Technology plays a critical role in influencing the service-delivery system. A facility’s location can quickly be looked up via Google Maps, and if the travel time supersedes what the customer is willing to travel, is out of the direction the customer is willing to travel or in an area that the individual does not want to travel to, then the customer will choose another location to do business with. Of course, today delivery services have decreased the importance that distance plays in doing business with customers as through shipping business can be conducted. Servicescape is the perception of a store that customers have. Technology has changed servicescape as today servicescape also includes the perception given by a company’s website. Technology in a retail location can also be utilized to optimize product placements and understand customer behaviors. Service process and job design have been impacted by technology constantly throughout the years. The simple task of purchasing an item has evolved and grown throughout the years. Technology has brought about registers, scanners, and, today, self-checkouts. Technology and information support services both vastly impact businesses. Store checkouts are no longer just registers; they are computers that track and monitor all sorts of data. From the quantity, day of the week, and time of day that products are bought and by what age range of customers. This data helps stores create a profile on each type of customer and helps stores understand what their buyers want and need.
Leonard De La Rosa
The five elements of a service-delivery system are the voice of the customer, service design, service operations, service delivery, and service recovery.
Voice of the customer has changed with greatly technology. For example reviews of restaurants were not the way they are today. Learning about a restaurant was learned by word of mouth. Depending how popular the restaurant was you could read about it in the paper or a special feature in the magazine.
Service design and technology go hand in hand. BY listening to the voice of the customer the business can tailor the service with all the data collected by technology. Helping make the company better by capturing this data and making a difference.
Service operations has changed for the good with technology. For example displaying metrics for the shop floor to see as they continue to work. This helps the team focus on the work at hand.
Service delivery has changed with technology with examples like mobile apps for restaurants. Now you can order food on an app and have it delivered to your choice of destination. I think that this is one of the biggest changes that I have enjoyed the most.
Last but not least is service recovery. Technology has helped business get the feedback that they need. As a business you plan to grow you must always listen to the customers and the feedback they provide.
