第一阶段：基本服务 - 主要侧重于及时响应客户的要求。
第二阶段：运营 - 这侧重于如何降低成本
第三阶段：客户服务 - 重点在于通过评估客户的反馈来提高工作效率
For knowing or describing how the firm’s other functions such as Marketing, Operations and Finance working properly or not and serving the concept successfully or not it is needed for operations strategy. The service delivery system ensures about the operation strategy in terms of its quality. Every component such as quality management, management policies and capacity requirement etc. that support the firm’s competitive priorities to make it distinct and better than its competitors are necessary.
For resolving the day to day issues firm make the strong strategy which supports the system for better functioning. For this firm approaches to tactical execution. Included are capacity management, facility location, inventory management, facility layout, supplier selection, operations scheduling, staffing, and productivity improvement.
This model divides service maturity into four stages:
Stage 1: Basic service—this basically focuses on responding the consumer’s requests with timely manner.
Stage 2: Operations—this focuses on how to reduce the cost
Stage 3: Customer Care—this focuses on increasing the working efficiency by valuing the customer’s feedback
Stage 4: For better opportunity or increasing opportunity it is necessary to make changes in the concept of service.