Blueprints help identify bottlenecks, reduce wait times, and improve experience.
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⭐ 6. SERVICE SYSTEM – Meaning
A service system is the overall arrangement of people, processes, technology, physical evidence, and environment designed to produce and deliver the service.
It is the entire ecosystem that makes service delivery possible.
In simple words:
Service System = People + Processes + Physical Environment + Technology working together.
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⭐ 7. Components of a Service System
1. People
Front desk staff
Employees
Support personnel
Customers
2. Physical Facilities
Buildings
Furniture
Machines
Tools
Décor
3. Technology
Software
Self-service kiosks
Websites & apps
Automation
AI chatbots
4. Process Design
Standard operating procedures (SOPs)
Queuing systems
Booking systems
Order flow
5. Communication
Sign boards
Digital displays
App notifications
Scripts for employees
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⭐ 8. Types of Service Systems
1. High Contact Service System
High physical presence between provider and customer.
Examples:
Hospitals
Salons
Restaurants
Hotels
2. Low Contact Service System
Little or no physical presence.
Examples:
Online banking
E-commerce
OTT streaming
BPO services
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⭐ 9. Examples of Service Process + Service System Combined
1. McDonald’s Fast Food System
Standardised process: order → prepare → deliver
Highly efficient system with kitchen layout, staff roles, timers, SOPs
2. Amazon Delivery System
Tech-driven
Uses AI routing
Order tracking
High automation
Delivery executives follow fixed processes
3. Hospital Service System
Registration → OPD → lab tests → pharmacy
Complex process
Requires coordination among doctors, nurses, lab, billing
4. Airlines Service System
Booking system
Check-in process
Security process
Boarding system
In-flight service
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⭐ 10. Good Service Design Principles
✔ Simplicity
Clear, quick, easy-to-follow steps.
✔ Customer-friendly
Reduces waiting and confusion.
✔ Employee-friendly
Staff can perform efficiently.
✔ Standardisation + Customisation
Balance between efficiency and personalisation.
✔ Technology integration
Automation reduces errors.
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⭐ 11. Case Studies
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⭐ Case Study 1: Domino’s 30-Minutes Delivery System
Domino’s success is mainly due to its unique service system:
Predefined delivery zones
GPS tracking
Standardised preparation
Optimised kitchen layout
Delivery rider SOPs
This service process differentiates the brand and creates customer trust.
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⭐ Case Study 2: Uber Service System
Uber uses a technology-driven service system:
App interface
Location tracking
Fare calculation
Rating system
Automated payment
Its simple process: Book → Ride → Pay → Rate has changed urban transportation.
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⭐ Case Study 3: Apollo Hospitals
Apollo uses digital systems:
Online reports
Appointment scheduling
Triage system
Pharmacy integration
Their service system reduces waiting time and improves patient comfort.
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⭐ Conclusion
The service process defines how a service is delivered, while the service system defines what components work together to make the service possible.
Both are crucial for service quality, customer satisfaction, productivity, and competitive advantage.
