8P's of Service Management

Integrated Service Management & Eight Components or 8P's of Service Management

Service Marketing derives its concepts and applications from several important areas of management like organizational theory, economics, quality management, human resource management, operation management, marketing and other business practices, service management is meant to attain certain objectives.

 Objectives

To understand how total quality is perceived by the customer while using or consuming a certain offering which might be purely service or a combination of service and a tangible goods, that is to understand the utility itself and how services or its combination contribute to this utility which ultimately affects customer relationship and changes which takes place over time.

To ensure functioning of the organization so that the required utility or quality is achieved and the objectives of the parties involved are met.

To understand how the organization should be managed and developed so that the desired utility or quality is achieved. 

Key elements or Characteristics 

It is an overall management perspective, which should guide decisions in all areas of management.

Managing quality is an integral part of service management.

It is customer driven or market driven 

Internal development of the personnel and reinforcement of its commitment to company goals and strategies are prerequisites for success.

8P's of Service Management  

Product and Element 

What is the product, what comes packaged with it, what need does it fulfill? Obviously, this is the central point of your marketing, but are you marketing a single product or your whole company’s range of stock or services. This needs to be pinned down first before any further planning can be decided upon.

Place and Time

 Tells the customer timescales, how long it get a item or complete a job, where you located can impact the customer relationship, as can be method of delivery of goods. Speed is essential in the modern  world, but people wait for the quality of the good, if they know why they are waiting for that's worth waiting for.

Process

Successful companies have a strong work processes upholding good quality of service. A poor process will leads to a poor user experience, and negative exposure to. Showing potential customer this strength as a marketing strategy creating trust, and suggests a good user experience which will, hopefully,only be reinforced by their actual experience.

People

Customers judges the quality of the service they receive based on the assessment of the nature of interaction taking place between them and service employees. The nature of theses interactions strongly influences the customers perception of the service quality. front line staff strongly impacts the perception and experience of the customer. They are the face of the company. 
 

Productivity and Quality    

Productivity relates to how inputs are transformed into outputs that the valued by customers whereas quality refers to the degree to which a service satisfies customers by meeting their needs, wants and expectation.Both these elements are strategically inter-related and must be treated collectively. The customer look for the best quality with the best supply best product and the procured fairly at the lower cost.

Physical Evidence 

The environment surrounding a business can have a huge impact on people perceptions.
well maintained, clean and pleasant workplaces or organized help to the efficient view of your service.

Promotion and Education 

This component plays a lead role.Promotion and Education - speaks for itself, but the marketer must make sure communications not only provide information, but also persuade the customer of the service's relevance to the customer's particular 'problem'.

 Productivity and Quality

 Improving productivity is a requisite in cost management; but quality, as defined by the customer, is essential for a service to differentiate itself from other providers.