The service sector constitutes 62% of the world’s total GDP. It has grown by leaps and bounds over the last two decades. The service sector employs around 40% of the global labour force. The four unique features of services are Intangibility, Inseparability, Perishability and Variability. Service operations are often labour intensive and susceptible to variations. These variations often lead to complexities and customer dissatisfaction. The big challenge is to deliver consistent quality of services across all platforms. Demand Planning is another big challenge. Services are dynamic and perishable in nature and this can often lead to instances of idle capacity or opportunity loss. Further, the quality in service environment is an experience and not just a measurement against specification so defect definition can tricky. To overcome these challenges, as in other industries, the service industry needs to innovate and continuously improve its processes. Here are four suggested process improvement techniques for services industries:
• Develop a Process Manual
• Automate Processes
• Reduce Failure Demand
• Conduct a Service Blueprinting exercise
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