Sushi Sushi Work

 Sushi Sushi Work Dissertation

CASECh004. doc


NEW SERVICE Advancement

CASECh004. hello

James A. Fitzsimmons and Mona M. Fitzsimmons, Fresh Service Creation: Creating Remarkable Experiences, Publishers, Sage Magazines, 2000

A contributed volume level that has chapters from leading service experts covering matters in 3 areas: support innovation, assistance process design, and services process rendering.

Leonard A. Schlesinger and James D. Heskett, " The Service-Driven Service Company, " Harvard Business Review, September-October 1991, pp. 71-81.

The authors work with Taco Bells as an example to explain how dead-end service jobs can be avoided. Taco Bells, by going the kitchen off site, allows staff and managers to focus on providing customers rather than manufacturing foods. This article is an excellent critique in the production-line method of service design and style.

Case: Jaleo Bell Corporation (HBS Circumstance 9-692-058)

Follon Bell is actually a fast food cafe chain serving Mexican foodstuff that is formulated to charm to the American general public. Since 1991, the organization had gone by using a remarkable alteration and was hailed by press and industry experts as having totally changed the fast food world. The newest delivery process, referred to as K-minus (kitchen transferred out of the cafe to a central facility), displays the design technique of isolating physically the front-and back-office operations. The impact on employees, managers, plus the firm are explored.

Case: Alaska Air carriers (HBS circumstance 9-800-004)

Ak Airlines, portion west shoreline cities by Prudhoe Bay, Alaska, to Puerto Vallarta, Mexico, has won awards for rendering outstanding customer service. Faced with price competition coming from Southwest Flight companies, Alaska is usually introducing frontline technology and customer self-service options to further improve productivity and minimize costs.

Circumstance: Caruso's Pizzas (HBS Circumstance 9-687-071)

Caruso's Pizza is a small , entrepreneurial restaurant cycle. Its owner is considering an experimental pizza delivery system (called " exhibit delivery" ) that involves a significant process development, producing pizza to products on hand and saving them on trucks furnished with ovens. The machine promises quicker delivery of higher-quality lasagna, but , confirmed, is an unproven technology. At the same time a computerized one-phone-number order entrance system is into consideration.

Case: Cultivating Capabilities to Innovate: Booz-Allen & Hamilton (HBS case 9-698-027)

Case describes the efforts in the president to understand and increase the way that new products, services, and procedures are created and used throughout the company. Proactive managing of these procedures proves very difficult because of the firm's decentralized decision structure and the firm's ethnic predisposition to hear its existing customers.


The class breaks into tiny groups and prepares a service blueprint to get Village Volvo.

PhysicalGarageCleanWaitTow Pick up truck Wait

EvidenceWaiting AreaInteriorBillUniform Van



Line of Awareness **********************************************************


Village Volvo Blueprint


1 . Make a service system for the 100 Yen Sushi House operation.

PhysicalClean Wait Looks AttractiveFood Money EvidenceSmell






Line of Presence ****************************************************************



100 Yen Sushi House Formula

2 . What features of the 100 Yen Sushi Residence service delivery system differentiate it from the competition, and what competitive advantages do they offer?

The main differentiating component of 75 Yen Sushi House is usually its production-line approach to preparing food and assistance. Even the customers are contained in the production line. The rate when customers your...

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