Identify potential failure points and develop a plan to prevent or minimize them, as well as a plan to respond to service errors.

THE CHALLENGES OF MANAGING SERVICES

1. What managerial challenges do services present that manufacturing does not?
2. Why does service management present more challenges than manufacturing?

3. Identify and determine the sequence of customer and service actions and interactions. A flowchart can be a useful tool for this.

4. Develop time estimates for each phase of the process, as well as time variability.
5. Identify potential failure points and develop a plan to prevent or minimize them, as well as a plan to respond to service errors.