How Does Create Customer Value

1
How Does Create Customer Value?

• By Rachel Carter
• Becky Davies
• Emma Chitty
• Amanda Creed

2
Agenda

• Introduction
• Process Design
• Capacity
• Quality
• Inventory
• Workforce Management
• Conclusion

3
Service Quality Factors
Neutral Factors
Comfort
Tidiness
Hygiene Factors
Reliability
Availability
Security
Safety
Access
Enhancing Factors
Flexibility
Integrity
Critical Factors
Competence
Communication
4
Quality Dimensions
Word of mouth
Personal Needs
Past Experience
Dimensions of Service Quality Reliability Respon
siveness Assurance Empathy Tangibles
Perceived Service Quality ES lt PS ES PS ES gt
PS
Expected Service
Perceived Service
5
The Satisfaction Continuum
5 Delighted
0 Satisfied
-5 Dissatisfied
6
Capacity
Located on farm land
189 acres of land
Loan land from three neighbours
7
Facts and Figures
http//www.glastonburyfestivals.co.uk/uploadedFile
s/Information/Student_Information_Pack/520Attenda
nce20Numbers.pdf Accessed on 01/11/06
8
Festivalgoers Comments

• The reason people go year after year is the
  sheer scale of the event.
• I was surprised at how crowded the festival can
  get.

Glastonbury Festival Case Study (1995) Page 9
9
Storage Facilities
40,000 litres of diesel fuel in 4 days
Electricity
Refuelling twice a day
Water
4 million litres of water, over 5 days
100000 litre storage facility on the farm
10
Process Design Of Glastonbury
Competitive priorities
New or updated product
Demand/ Volume changes
Competitors
Performance
11
Choice of Technology
Refuelling circuit takes 12 hours
Electricity
Diesel Generators
No flush toilets
Transported in milk tanks
Water
12
Glastonburys Layout of Facilities
Electricity
Bridges
Self-sufficient Town
Pipes
Toilet Blocks
Marquees
Roads
Fences
Camp Sites
Car Parks
Green Field Site
The Stages
Entertainment Venues
Market Stalls
13
Glastonburys Service Triangle
Service strategy
Develop a strategy
Communicate systems and procedures

• System

Workforce
Set up systems and procedures
14
Front Office Back Office?
15
Continued
Stalls
Facilities
Front Office
Stages
Toilets
Camp Sites
Back Office
Organisation starts in December
Workers preparation
16
High Volume Low Variety
17
Inventory
Programmes
Ticketing
Information from Green peace
Toilet Paper
Food
18
Workforce Management

• Managing people is the hardest part of the
  decision area in operations because nothing is
  done without people who make a product or provide
  a service.

R G Schroeder (1993)
19
Organisational Structure
The Licensee (Gold)
Silver Command (1)
Silver Command (2)
Silver Command (3)
Event Safety Coordinator
Security Manager
Safety Manager
Villages Liaison Manager
Crime Reduction Manager
Off-site Manager
20
Elements of Job Design
Task Analysis
Worker Analysis
Environmental Analysis
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Elements of Job Design
Level of Responsibility
Skill Level
Worker Analysis
Physical Requirement
Boredom/ Motivation
Performance
Task Analysis
Task Sequence
Error Possibilities
Frequency of Tasks
Environmental Analysis
Workplace Location
Noise
Safety
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Conclusion

• Process Design
• Capacity
• Quality
• Inventory
• Workforce Management