Page 25 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Customer Value Liabilities Total Cost Price Psychological Convenience Very Important Very Important Very Important Important What goes into What goes into Same reasons as Same reason as the service the service for psycho- for convenience product will product design logical bene
How Service Quality Affects Customer Value and Total Cost
Functional Very Important The design and offering of the right service product is the most important key to providing functional benefits to customers. Important Service delivery process has to deliver the service product reliably and con- sistently.

Benefits Psychological Very Important Good service product design coordinated with brand development will create a good psycho- logical impact on customers. Quality and reli- ability make customers feel secure. Important Efficient, and timely service delivery ma

Convenience Important Having a good service location and service plan makes a difference. Very Important Good and efficient service delivery saves customers much trouble.

Table 1.2 Service Product Service Delivery Process

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