Service is Service Features

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Today, in the conditions of intensive development of the market system, efficient, profitable management with absolute economic independence of companies is of key importance. This, in turn, enhances the role of business optimization. In conditions of high competition, one of the priority areas is the organization of service. The key principles of work are quality, safety, professionalism. Consider further what its essence is.

Service: general characteristics

Why is the issue of service becoming relevant today? Efficient service is one of the key ways to achieve the competitiveness of an enterprise in the market. This direction does not depend on the field of activity of the company.

Whether a company is in the business of producing products or producing works, quality service is considered the only strategic decision that allows you to get ahead of other enterprises.

Within the framework of market relationsthe service system must be constantly improved. Enterprises need to periodically update the list of works, adding to it the most relevant to the needs of buyers, the capabilities of the companies themselves.

Service is a way to attract a large number of customers. It allows you to increase the volume of sales of products, increase the profitability of the enterprise, its competitiveness. The company should not be able to work in the market without paying due attention to constantly changing external factors. At the same time, a deep study of processes, analysis and forecasting of the conjuncture is necessary.

Service Concept

Service is a set of activities carried out in the process of purchasing, supplying, and subsequent maintenance of products. The service is aimed at consumers of the material flow. They can be production associations, distribution companies, end users of goods.

Product support can be carried out by different entities. For example, a large enterprise may set up a service center. The service is provided by forwarding companies involved in the supply chain.

If we consider the concept broadly, then service is a set of functions, activities of the company's subsystems that provide interaction with consumers in the context of each information and material flow in terms of quality, range, cost, time, place of supplied products, according to market demands.

Classification

The following types of service exist:

1. Satisfying customer demand.
2. Providing production services. This includes the entire range of product services offered. The service starts from the moment of execution of the purchase agreement until the moment of delivery.
3. After-sales service.
4. Information service. It involves providing the consumer with information related to products, service procedures. When providing services, special methods of data processing and transmission are used.
5. Financial and credit service.

Demand Satisfaction Service

It is a cumulative measure of the quality of services provided by consumers. The key indicators are:

1. Order method.
2. Readiness, frequency, time, reliability, quality of supply.
3. The level of completeness and loading and unloading performance.

After Sales Service

It includes a range of services aimed at ensuring the efficient use of products throughout the entire life cycle within the existing market conditions. After-sales service is carried out before and after the sale of products. It includes the following activities:

1. Formulation of requirements for after-sales service. The parameters are determined at the product development stage together with the manufacturer.
2. Formation of a list of services provided to consumers aftersale of goods.
3. Determination of the after-sales service at the stage of negotiating the terms of delivery.
4. Training of specialists for repair and maintenance work.
5. Development and approval of technical documents.
6. Providing parts and tools needed for after-sales service.
7. Post-sales service management.
8. Preparing the infrastructure for the service.
9. Developing a program to replace products with their modern modifications, a system for recycling old products.

Principles of service

Customer service will be effective when:

1. Maximum compliance of events with market requirements, the nature of the products used.
2. The inseparable connection between service and marketing, its key tasks.
3. Flexibility of the service system, its focus on changing market requirements, customer needs.
4. Delivery of the product to the place of use, minimizing the cost and risk of damage in transit.
5. Bringing the product into working condition, demonstrating it in action.
6. Ensuring the product is ready for use throughout the entire time it is in the consumer.
7. Prompt supply of spare parts. For this, special warehouses are formed, close cooperation is established with manufacturers of parts.

Regular collection and systematization of status information is a prerequisite for effective maintenancedelivered product during its use by consumers. Particular attention should be paid to suggestions, complaints, comments from customers.