ITIT2

service logic (value-in use) vs. product logic (value in exchange-> production<-> consumption -> product<-> money)

Only the customer creates value when using resources for the purpose of the customer( value-in-use) . The provider co-creates value by providing such resources

The interaction part is the part where the provider participates as co-creator of value in the customer's value creation. 

In general the IHIP criteria describes the basic characteristics of a service:

Intangibility
 Indicators:
 Difficult to evaluate the result upfront
 Purchasing process takes more time …

judging of performance.We can even using a benchmarking program to test the performance of the computer.  For a service, however, things are not so straightforward

heterogeneity
 Indicators:
 Low level of standardization
 Difficult to compare

maybe: the service is provided differently by different people and even by the same person differently on different days

Interactivity
 Indicators:
 Direct customer contact throughout the whole process
 Customer is part of the service delivery process
 Perishability (non-storable)
 Indicators:
 Cannot be produced in advance
 Variations of volume cannot be buffered

They cannot be stored.  This means that at times of high demand the level of provision of the service must also be high.   not possible to take advantage of slack periods to produce a buffer of the units of service, e.g. lecturing

The service quality is determined by two factors.

Technical quality(What) - Is the outcome of the service process

Functional quality(How) - Are following attributes of the Process: Attitudes: Behaviors, Accessibility, Punctuality, Trustworthiness, Capability to handle failures and mistakes

the qualit is then influenced by the image -> as a result there is a customer perceived quality

Model used to help define roles and responsibilities (Service Design, Continual Service improvement)

• Responsible

– the person or people responsible for correct function

– Several people may be responsible for executing parts of the activity!

• Accountable

– the person who has ownership of quality and the end result

– Only one person can be accountable for each task!

• Consulted

– the people who are consulted and whose opinions are sought ( someone who has information or capabilities necessary to complete work)

• Informed 

– the people who are kept up to date on progress.

Service owner

– accountable for the delivery of a specific IT service

• Process owner

– accountable for ensuring that a process is fit for purpose

• Process manager

– responsible for the operational management of a process