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Vista dall'alto di persone con strumenti di scrittura digitale e analogica in mano

Having overcome the vision that service is immaterial, product and service companies must become masters of the tools of Service Management.

The world of services is extremely varied. Despite this, there are characteristics common to all types. The most relevant is the interaction. This interpretation allows us to outline the tools and methods for governing the service, which may appear elusive.

Products and services

Both the product and the service are created to give the solution to the customer's needs. However, there is a substantial difference between the two types of processes:

  • the product is created regardless of the presence of the customer,
  • the service is realized in the relationship between customer and organization.

There is a key aspect to which the utmost attention should be paid: the customer is not a taxable person, but is required to actively contribute to the creation of the response to his needs and desires. From this axiom derive all the characteristics that can be well governed in order to promote the success of the service: the sales method, the communication, the use of time, the management of the peaks, the measurements,... The customer's experience as an experience it lays the foundations for the judgment which, although subjective, is decisive because it generates the history of the service.

Service Management

Service Management also affects manufacturing companies: increasingly the services associated with the product make the difference between similar proposals and enhance the tangible good. Accepting this perspective for manufacturing companies is not easy: they have to make a big leap and move from a dynamic based on objective and measurable evidence, to the governance of activities that lack this support.

Becoming masters of the Service Management tools generates consistent effects internally and externally: reduction of waste, optimization of resources, motivation in people, evidence of areas for improvement, innovation,... All this generates customer loyalty and positive word of mouth that it has a significant impact on reputation.

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