SERVICE PROCESS

Understanding a Service Process



Abstract

This is the report that has been done to understand the service process that prevails in the restaurant industry. The evaluative techniques such as SERVQUAL and walk through audit have also been discussed to have a better feel of how the service industry operates. The Service Process and design of McDonalds has been discussed and formally evaluated to have the better perspective of the subject.

Contents

Abstract2

Introduction4

Service4

Defining the Service Process4

Inputs5

Outputs5

Interrelated Activities5

Service Design6

Service Blueprint of McDonalds7

Failure in the Service of the McDonald8

SERVQUAL8

How SERVQUAL should be used9

Walk Through Audit10

How Technology can be used to improvise10

McDonalds Supply Chain Map11

Conclusion12

References13

Introduction

We will be discussing the service process of the restaurant industry as it will give the better insight about how the service process is being looked at. The reason the restaurant sector was being picked is because of the fact that it unifies both the service and the manufacturing at the same level despite primarily being a part of the service industry (Dabholkar & Overby, 2005, p.10).

And choosing one of the largest outlets in the world, is very important because it is more of the more complex sort of structure, and by interpreting the service process of McDonalds, it will be helpful to get the better perspective and outlook of the overall service structure(Dabholkar & Overby, 2005, p.10). It will also create understanding at much broader scope and level.

Service

Before moving on any further, it is very important that one should understand what is meant by service. One way at looking at it is that whenever the value is being delivered to the customer, the process through which it is really delivered is being termed as service (Collier et al, 2002, p.189). But this is the vague definition as every business in some way or another is providing value to its consumers. So in order to be more precise, the service is described as “The various steps and processes in the provision of a service to a customer” (Ladhari, , 2009, p.198).

Defining the Service Process

The service process may be defined as the sort of activities that are related to each other as they are conducted to transform inputs into the outputs (Mentzer et al, 2001, p.1). The activity may use the every resource that the entity has at its disposal. They might include the human capital as well as the materials.

The inputs and the outputs as far as the restaurant industry is concerned are discussed as

Inputs

The input in any business is needs is up to its requirements. In the case of the restaurant requirements may be like specification of the material. The inputs might be the human resource, methodology, technology and the overall environment and space (Collier et al, 2002, p.189).

Outputs

These are the final products which are the desired use of the resources. As far as the restaurant management is concerned there should be, it should be like the specification needed (Collier et al, 2002, p.189). For instance, the raw material in the restaurant may be One pound fish which might look ...