Showing papers on "Service system published in 1989"

A Proposed Model for New Service Development

Abstract: Comments that few service firms are sufficiently prepared to meet the challenge of service innovation. Reviews existing models of new service development. Proposes a systematic model based not on the small amount of new service development literature but on theories of new product management, which reflects the conditions unique to service industries. Concludes with ten propositions for service management.

Managing Services Marketing: Text and Readings

Abstract: Part I The Basic Building Blocks. Chapter 1- The Service Revolution. Chapter 2- Understanding the Service Consumer. Chapter 3- Understanding the Service Operation. Chapter 4- Understanding the Service Worker Part II Configuring the Service Firm. Chapter 5- The Service Operations. Chapter 6- The Physical Setting. Chapter 7- The Service Employees. Chapter 8- Communications Strategy. Chapter 9- Pricing Policy. Part III Competing as a Service Firm. Chapter 10- Competing as a Service Firm: Generic Competitive Strategies. Chapter 11- Customer Satisfaction System. Chapter 12- Service Recovery. Chapter 13- The Customer Retention System. Chapter 14- Competing as a Service Firm: Service Quality.

Quality in the Service Sector: A Review

Abstract: Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programmes presently being developed and implemented.

The Internationalisation of Services

Abstract: Service internationalisation will undoubtedly be an important managerial focus in the future. This article proposes a classification system which illustrates modes and strategies of service internationalisation as a guide for managers taking their services into world markets. These modes are influenced by a combination of the nature of the service (the degree of interaction between service provider and consumer) and the way it is delivered (the degree to which services are embodied in or delivered through goods).

Developing New Services: Improving the Process Makes it Better

Abstract: Examines the development of new services in service organizations, which has often been incomplete and has resulted in the needs of the marketplace remaining unsatisfied. Considers the findings of a study comparing the process of new service development in different service industries. Reports on how development may be improved and offers a model allowing greater input from the service recipients.

Coordination, Continuity, and Centralized Control: A Policy Perspective on Service Strategies for the Chronic Mentally Ill

Abstract: Chronic mentally ill persons in the community depend on an array of psychological, social, and medical support services that are delivered by public and private sources and are under the auspices of different levels of government. In response to problems of fragmentation and disorganization of these services, improved coordination has emerged as a major objective of contemporary mental health policymaking. This article describes the major coordinating approaches that have been developed, analyzes barriers to their implementation based on insights from the policy sciences and other literatures, and examines the basis of coordination's appeal as a service system reform strategy.

Dynamic priority rules for cyclic-type queues

Abstract: A cyclic service system is composed of K channels (queues) and a single cyclically roving server who typically takes a positive amount of time to switch between channels. Research has previously focused on evaluating and computing performance measures (notably, waiting times) of fixed template routing schemes under three main service disciplines, the exhaustive, gated and limited service regimes. In this paper, probabilistic results are derived that allow control strategies and optimal policies to be considered for the first time. By concentrating on a new objective function, we are able to derive rules of index form amenable for direct implementation to dynamically control the system at suitably defined decision epochs. These rules utilize current system information, are of an adaptive nature, and are shown to emanate from a general physical principle.

A note on the pseudoconservation laws for cyclic service systems with limited service disciplines

Abstract: A cyclic service system with the limited service discipline, where up to a fixed number k of messages can be served at each visit to each queueing station is presented. This limit may be utilized in exhaustive or gated mode. A pseudoconservation law is derived for the exhaustive form of limited service, and a derivation is provided for the gated form of limited service. >

Which community mental health services are most important

Abstract: This study interviewed 364 members of four local countywide stakeholder groups (service provider agency directors, case managers, clients, and family members of clients) in a northwest state to ascertain their extent of agreement or disagreement about the importance of services. The groups agree that basic assistance and living skills are most important and that helping clients set their own goals and obtaining support from community organizations are least important. A social system stakeholder model proposes that the agreement and disagreement of different stakeholder groups are related to their values and position in the service delivery system.

A new system for rating service quality.

Abstract: Service track records can help customers and analysts evaluate a company's products as well as its value The author shows how most corporations can be held accountable for their level of service quality

The Internal Information Systems Function as a Service Operation

Abstract: User dissatisfaction with the performance of internal systems design departments is widespread. It is demonstrated here that viewing such a department as a service operations system, operating within a particular market, throws light upon the causes of dissatisfaction and indicates possible remedies. The lessons are likely to be equally applicable to other internal service functions. An internal consistency model of service operations is introduced, and its value as a general diagnostic aid in the service operations field is demonstrated. The information in this study was gathered within one region of a public utility in the United Kingdom.

On-line problem management for data-processing systems

Abstract: Automated problem analysis and resolution of a customer data--processing system uses a central service data-processor system (130) communicating with the customer system (110) and having a data base for converting machine, software, and symptom data into instructions, hardware and software module lists, and service call schedules. The customer system detects data concerning its own configuration and problem symptoms for communication to the service system. The service system itself orders repair modules, and electronically communicates software fixes to the customer system.

Interactive Services Operations: The Relationships among Information, Technology and Exchange Transactions on the Quality of the Customer‐Contact Interface

Abstract: The customer‐contact interface is discussed here. Defined as interactive service operations, it can be divided into two separate levels, first, the service operations interface between the firm and its customers and, secondly, the internal interactions of the firm′s operations driven by technological advancement and more demanding customer expectations. The latter is explored thoroughly with special reference to the management of delivery mechanisms and their concurrent marketing.

Hierarchical software definition structure for intelligent network

Abstract: An intelligent network which allows software definition of a wider range of objects than has previously been possible is presented. In addition to conventional software definition of customized service specifications, customer environments for this software definition and network functions requiring the services are also software-defined. Software-defining subjects are clearly categorized, according to their skill levels, into system designers, service designers, and customers. Division of the service implementation process, based on this categorization, improves efficiency and flexibility in developing a service system and in realizing customized services. >

Just-in-Time Health and Human Services: A Client Approach

Abstract: Since the first article by Levitt (1972), much as been written on how to make service operations in general more productive (see, among others, Hesketh, 1986; Collier, 1987). With few exceptions, however, most of what has been written on the productivity of professionals is related either to the field of psychology and motivation or to office automation. As employment in the service sector keeps growing, and as the overall growth in productivity is slowed by this shift (Sharpe, 1988), the pressure is on to review the way we think about service delivery. This review should be aimed not only at reducing cost but also at trying to reconcile such cost reductions with better service to clients. The Japanese have proved very deft at creatively reformulating and resolving apparently insoluble problems. More specifically, there may be something for providers of health and human services to learn from the "just-in-time" (JIT) manufacturing philosophy. This paper first discusses the notion of efficiency as it pertains to manufacturing processes as well as to the Japanese philosophy of JIT. Efficiency in health and human service processes in particular is next discussed and the concepts of work flow, capacity, and division of work in these processes are introduced. The problems caused by "inventories" in professional service processes are then presented in more detail before looking at how they could be reduced. Finally, a discussion of the applicability of the approach proposed in this paper and of the potential implementation problems is presented.

Church Conservatism and Services for the Elderly.

Abstract: The local church has traditionally provided services to the elderly. During this century, the role of government in human services has grown and partially replaced that of local churches. Re-cent reductions in government spending on human services, however, have led to a rediscovery of the local church by the service system. Research has focused mainly on the potential for link-ages between churches and the social services network.

Consumer perspectives on disability services in queensland: The long road to new directions

Abstract: This paper is based on a consumer study of twenty-four intellectually and physically disabled persons and eighteen parents of intellectually and physically disabled dependents using a range of nongovernment welfare organizations in South-East Queensland (Brown & Ringma, 1988). The consumer study is part of a policy and service delivery study. This paper will summarize the perspectives of consumers and parents of dependent consumers on the accessibility of information on services; the exercise of consumer choice in service provision; access issues; quality of service provision; inadequacies in the service delivery system; and consumer participation in decision making regarding service delivery. The paper provides some analysis of the problems in these key areas, arguing in particular that consumer perspectives on service delivery are significantly influenced by the fact that consumers operate within a narrow field of service options. The paper concludes by drawing a comparison between these consumer perspe...

Conflict Resolution Processes for Successful Leisure Service Delivery

Abstract: Conflict and conflict resolution theory were studied as a part of leisure service delivery by analyzing decision-making behaviors of board members and managers for a community leisure service organization. A case study that examined intergroup conflict resolution processes for a seventeen year period found that both cooperative and competitive behaviors were part of the resolution process. Over time, cooperative actions were found to be those most critical to the success of service delivery, while competitive actions served as catalysts for change. These findings, which were observed in a natural setting, supported previously reported field experiments and conditions necessary for resolution. Unique to the study was confirmation based upon naturalistic inquiry, determination of relationships between cooperative and competitive behaviors, and examination of intergroup conflict processes in a leisure service delivery system. Results indicated that strategies for conflict resolution were important to the achievement of organizational. goals. Strategies were found to be related to internal policy development and conscious efforts to keep external groups informed.?

The dual-diagnosis problem is the case-management problem in disguise

Abstract: The prevalence of dual-diagnosis among clients of a service system depends more strongly on the internal organization of that system than on the intrinsic prevalence of dual diagnoses in the service population. Clients are most often identified as dual-diagnoses if they carry two diagnoses that cross program lines. For purposes of program planning, a dual-diagnosis client is nearly always a dual-program client. From this point of view, dual-diagnosis clients are “produced” by service systems with diagnosis-specific program. Instituting a system-wide case-management unit is a more effective solution to the dual-diagnosis problem than creating special programs for clients with two diagnoses.

Establishing Interfaces Between Community- and Hospital-Based Service Systems for the Elderly

Abstract: The gerontological service delivery system often fails to integrate the different types of services needed at different times by older clients. Social workers need to address the urgent and increasing need for communication among acute care hospitals that are diversifying into areas previously the domain of community-based providers of services for the aged. Coordinated care case management programs were developed in seven hospitals to determine whether hospitals could serve as a logical entry point of frail elderly persons into the system. Examination of the experiences of these hospitals illustrated the need for models of service integration and resulted in several approaches to comprehensive service delivery and coordination. Social work professionals in both acute and long-term care settings need to understand all aspects of the service delivery system to ensure that elderly clients receive appropriate levels and continuity of care in a complex and constantly changing system.

Character information service system in vehicle

Abstract: PURPOSE: To select desired information from service information at a desired time zone and to improve the service function to a passenger by sending the service information into a vehicle room and receiving the information with a personal terminal equipment having a reception function and a selection function. CONSTITUTION: Service information stored in a data buffer A is read by a computer B and sent to a vehicle room from a transmitter C. A radio receiver 26 scans a channel of a radio wave sent into the vehicle to start the reception by a command of a CPU 22 of a reception module E 2 of a personal terminal equipment E and a display lamp is lighted to an LED display device 24. A terminal equipment main body E 1 identifies an ID of service menu information from the module E 2 and stores the information into a RAM 18. A passenger selects desired information from a service menu displayed on the display device and receives the information. COPYRIGHT: (C)1991,JPO&Japio

State and local collaboration in the development of Wisconsin's mental health system.

Abstract: Wisconsin dramatically transformed its public mental health system from inpatient treatment to a community-based service system in the 1970s. The resulting decentralized and community-based system used complementary clinical and operational strategies. This paper identifies key aspects of a multi-faceted state and local collaboration.

Network directory concept for an intelligent network

Abstract: Communications service diversification and network operations integration in the intelligent network require decomposition and distribution of network functions and data. As a means of accessing these distributed functions and data effectively, the network directory is proposed. It provides access management functions, such as a security check for external access and a concealment of distributed network architecture. In addition, a network directory function model for determining the network directory allocation is discussed. The proposed network directory consists of a single logical global directory and a predetermined number of local directories depending on the service system or operation system. >

Road traffic information service system

Abstract: PURPOSE:To obtain the road traffic information in a service area in which an automobile telephone subscriber exists in an optional time by providing an automobile telephone exchange receiving a special number from an automobile telephone subscriber and connecting the automobile telephone subscriber to the traffic information center. CONSTITUTION:When an automobile telephone subscriber 5 existing in a service area A dials with a predetermined special telephone number, an automobile telephone exchange 2 receives and processes it. That is, the subscriber is connected to an information transmitter 6 corresponding to the service area A of the radio base station 3 originated from the outgoing subscriber in the traffic information center 1. Thus, an information recording and reproducing device 4 is started and the traffic information (a) corresponding to the service area A is offered to the automobile telephone subscriber 5 through the trunk 7 of the exchange 2 and the network 8 from the device 4.

Occupational therapy in a regional comprehensive service system.

Abstract: This paper provides an overview of the diverse roles played by occupational therapists in a large regional comprehensive service system for persons with developmental disabilities. A brief description of the system is followed by a look at how occupational therapy services are provided within the regional center itself and a review of work training and day activities services as the service recipient moves toward greater independence and a lesser restrictive setting. In the community setting the occupational therapists roles are that of arranging for, monitoring and assuring delivery of appropriate services.

US Electronic Components Distribution and Value‐added Services

Abstract: An attempt is made to detect and analyse changes in the electronics distribution industry with regard to “value‐added” services provided to its customers. The basic areas of interest covered by this research are what kinds of additional services are being offered by the electronics distribution industry and how long these services have been available to customers; to what extent customers have utilised these services; how this is expected to change; how much impact service provision has had on the “bottom line” for electronics distributors; what has motivated distribution when deciding what, if any, services to provide; what problems were encountered in each service area, and finally, what effect service provision has had on the distribution business as a whole, and what changes are anticipated by distributors. The findings indicate that both customers and distributors agree that the previously sales‐oriented posture of the industry is giving way to a more service‐oriented focus. Several problem areas are...

Problem processing system

Abstract: PURPOSE: To improve problem processing technique by solving the problem of a customer system by a remote central service system by an on-line. CONSTITUTION: The many hardware mechanisms and software mechanisms in the central service system 100 linked by a customer data processing system 110 and an integrated communication mechanism 120 cooperate and establish a series of sequences from the generation of the problem in the customer system 110 to the solution of the problem. The components of the system are designed for the detection and the separation of the problem at the time of a fault. This method emphasizes an initial fault time data catch from which the necessity of the fault reproducing technique which is expensive and is often failed in the detection and the separation of an intermittent error. Further, also the methods for constituting and handling the hardware and software at the time of the fault are catched. Thus, the discirmination and diagnosis of the problem related to environments can be easily performed.

Using strategy to promote knowledge utilization and change in community mental health systems.

Abstract: The Washington community mental health system illustrates three examples of knowledge utilization: a long range strategy to improve the accountability of the service system and finances, the formulation and implementation of a strategy to expand minority services in provider agencies, and a process to expand the application of community support concepts for adults and children in local service systems. The management information system (MIS) implementation applies the Davis A VICTORY model.