Page 26 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Total Cost Very Important What goes into the service product will absolutely affect the cost. Very Important Efficient process will lower the cost. (Continued)

Very Important What goes into product design will absolutely affect the cost Very Important Efficient process will lower the cost, so it may lower the price.

Price the service and price.

Liabilities Psychological Very Important Same reasons as for psycho- logical benefits Important Same reason as for convenience benefits

Convenience Important Same reason as for convenience benefits Very Important Same reason as for convenience benefits

Customer Value
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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