Thebusiness environment is characterized by diverse service users withdistinct taste and preferences, compelling every organization tocreate services that meet the client’s demands within the supplychain. That is only attainable through service design, which thisessay explicitly covers alongside the potential career opportunitiesin the operations and supply management and the differences betweenservices and goods.
Aservice occurs over time and comprises of touchpoints, which are madeup of people, products, spaces, and information encountered. Forexample, a restaurant service may be made up of such touchpoints asthe menu, waitress, and chair. Service design points to the processof developing the touchpoints and specifying how they associate witheach other and users. There are four distinct steps of service design(Polaine,Løvlie & Reason, 2013).The first one is the discover phase,whichinvolves the identification of the problem, the need to be covered,and the boundaries regarding the solution space. Hence, qualitativeand quantitative research techniques are utilized to gatherinformation about product users and the socio-economic trends.Examples of tools applicable at this stage include service safarisand user diaries, which show records of service users. The design isused where a new service competitor enters the market, posing seriousrisk to the business. Second, there is the define phase, whichanalyzes the results of the discover phase, synthesizing thosefindings to come up with several problems and opportunities., whichare in turn aligned with the needs of the organization and theobjectives of the business with the aim to recognize the ones toadopt. Examples of tools and methods of brainstorming, user personas,and design brief are applicable at this stage. To relate the customerelements (front stage) with the organization processes that happenbehind the scene (back stage) e.g. IT infrastructure, define phase isutilized (Polaineetal.,2013).
Third,there is the develop phase where the initial design brief is takenthrough an iterative procedure of creating and testing, and theservice concepts are refined until they are set for execution. Designand creative approaches are applied to build particular serviceelements in a way that the outcome forms a holistic experience.Examples of tools and methods used include service blueprinting,experience prototyping, and business model canvas. For example, theorganization may decide to outline the value position, customersegments, and service channels. Finally, the deliver phase involvesthe launching of the service the needs discovered in the discoverphase are considered, final testing done, and the process closed.Systems are recruited to support feedbacks from users. The major toolor method utilized here is scenarios, which guides in the formulationof future goals and objectives regarding services (Polaineetal.,2013).
PotentialCareer Opportunities in Operations and Supply Chain Management
Thediscipline covers the areas of supplier management/procurement,warehouse management, manufacturing management, and logisticsmanagement. Procurement careers include packaging material purchasemanager and the raw material purchase manager. The warehousemanagement docket has a warehouse manager, while careers undermanufacturing include production manager, demand manager, andmanufacturing manager. Finally, logistics has a distribution orlogistics manager, which is also a potential career area(Schönsleben,2016).
FiveEssential Differences Between Services and Goods
Thereare several major distinctions between goods and services. First,goods are tangible, while services define performances which cannotbe touched, felt, or tested. Second, goods are standardized, withtheir qualities remaining even after manufacturing while servicesare differ in quality over time. Third, whereas the ownership ofgoods can be transferred, a service remains a sole property of theprovider, and the death of the individual marks the end of thatservice. Fourth, goods are durable and can be stored over time beforethe ones that are perishable lose value services are perishable andcannot be store for future use. Finally, goods do not requirecustomer interactions as their production occurs in factories farfrom clients however, services need some degree of relation with theconsumers to be called a service (Parry,Newnes & Huang, 2011).
Theessay successfully covered the purpose of study, identifying servicemodel processes as discover, define, develop, and deliver. Besides,the potential career areas in the supply management chain wereidentified, and the distinctions between goods and services outlined.
Parry,G., Newnes, L., & Huang, X. (2011). Goods, products and services.In ServiceDesign and Delivery (pp.19-29). New York, U.S.: Springer.
Polaine,A., Løvlie, L., & Reason, B. (2013). Service design. FromImplementation to Practice. NewYork: Reosenfeld Media.
Schönsleben,P. (2016). Integrallogistics management: Operations and supply chain management withinand across companies.Florida, U.S.: CRC Press.