All General Studies Topics about civil services are here
Services are variable (or heterogeneous) :-
While the primary characteristic of mass-produced goods, especially those manufactured within factory systems or on production lines, lies in their standardization and conformity to rigidly prescribed specifications (homogeneity), about civil services are inherently more diverse and customized (heterogeneous). Chase and Schemer have developed a Customer Contact Approach which classifies all services into either pure services, mixed services or quasi- manufacturing services, depending on the degree of customer or client contact involved in the service experience, and accordingly involving either more or less customization and differentiation of the services provided. Their framework is similar to the goods services continuum discussed earlier in this chapter. In their model, pure service providers include entertainment centres, health agencies, hotels, public transport, restaurants and schools; mixed services include banks and post offices; while fast-food outlets and supermarkets are regarded as quasi-manufacturing Services managers need to clearly identify the nature of their services and their specific customer markets along this high contactlow contact continuum. This has critical implications for the design and maintenance of appropriate service delivery systems; for hiring and developing suitably skilled direct and indirect service providers; and for ensuring that marketing, financial, operations, and HR management systems effectively support the desired levels of customization in the services offered. . The purer the service provider, the more individualized and variable are its services, and the more complex its management challenge. Services are perishable :- The final characteristic of services that distinguishes them from primary and secondary sectors is in the perish ability of their outcomes. While tangible goods such as food, clothing, refrigerators, furniture, books and plants can, to varying degrees, be stored, warehoused, shipped or transported to different locations, the intangibility, inseparability and variability of services, together with the about IAS exam centrality of customer perceptions in the service delivery process, prevents either their storage or their reuse. As experiences or encounters, dreams, services merely occur as actions or events, and cannot be easily replicated. While it is true that efficient high-contact and low- contact services may be repeated daily, their heterogeneity ensures that each such experience will be, at least marginally, different. In addition, unused airline seats, cancelled restaurant bookings, and patients failure to attend a medical appointment or the choice of another supplier due to prior bad experiences have direct and often adverse effects on service organisations, sometimes in both the short term and long term. Some of these adverse effects can be redressed through: targeted marketing campaigns; improvements in the efficiency and effectiveness of operations, including booking and reservations systems and customer follow-up strategies; better recruitment, training and performance management programs for employees; and enhanced financial management techniques. The distinguishing features of services have usually been viewed from a marketing perspective, which focuses on customer perceptions, rather than on management decisions about their specification. While this is valuable, the strategic management of services requires organizational managers to clearly delineate the nature of the services they provide through the development of measurable criteria and associated service operations, and by means of financial and HR management systems which ensure consistency and cost-effectiveness. This is the primary theme of this text.