Service Engineering

TABLE OF CONTENTS

LIST OF TABLES AND FIGURES

EXECUTIVE SUMMARY

INTRODUCTION (brief description of objective/s, scope, and significance of the study)

I. The Company

a. Background (history, ownership, location, etc.)

b. Business Model (nature of business, service concept, value proposition)

c. Target Market (customers / clients, competitors, sales, share of market, service qualifier and/or winner)

II. The Service Package

a. Facilitating Goods

b. Service Facility (including Servicescape)

c. Explicit Services

d. Implicit Services

III. The Strategy

a. Company Vision, Mission, Values and Goals

b. Strategic Moves (Porter’s generic srategies)

c. Functional Programs (Marketing, HR, IT, Operations)

d. Financial Performance (profitability, sales revenue growth, financial ratios)

e. Market Performance (Customer Surveys, Related Literature, Competitive Profile / Assessment of Competitors’ Strategies)

IV. The Opportunity

a. Analysis (Frameworks – ex. Open Systems View, Gaps Model, SWOT Analysis / TOWS Matrix, Value Chain Analysis, Servie Profit Chain, SERVQUAL, Ishikawa, Service Blueprint – Current State)

b. Areas of Improvement (problems encountered, new trends & development in the market, technology & industry, service innovation and/or differentiation, facility location

& layout issues, or quality and image enhancement)

V. Moving Forward

a. Recommendations (new strategy, new service concept & design, business model enhancement, service operations upgrade, or service quality improvement)

b. Customer Value Redefined (Unique Selling Proposition, Marketing Tactics)

c. Service Blueprint – Future State

d. Service Package Improvements

VI. Epilogue (synthesis, management insights, and learning)

Executive Summary

This study contains the information given by the company, Hiyas water resources, along with its company background, This study also contains the opportunity that the company can take and the recommendations that will...