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 Access Safety Enhancing Factors Flexibility Integrity Critical Factors Competence Communication

4. Quality Dimensions Word of mouth Personal Needs Past Experience Perceived Service Quality ES < PS ES = PS ES > PS Dimensions of Service Quality Reliability Responsiveness Assurance Empathy Tangibles 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/uploadedFiles/Information/Student_Information_Pack/5%20Attendance%20Numbers.pdf Accessed on 01/11/06

8. Festivalgoer’s 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. Glastonbury’s Layout of Facilities Electricity Bridges Self-sufficient Town Pipes Toilet Blocks Marquees Roads Fences Camp Sites Car Parks ‘Green Field’ Site Entertainment Venues The Stages Market Stalls

13. Customer Glastonbury’s Service Triangle Service strategy System Develop a strategy Communicate systems and procedures Workforce Set up systems and procedures

14. Service Operation Service process Service Product Front Office – Back Office?

15. Continued… Facilities Stalls Front Office Stages Toilets Camp Sites Back Office Organisation starts in December Workers preparation

16. High Professional Service Variety Service Shop Mass Service Low Low High Volume High Volume – Low Variety

17. Inventory Ticketing Programmes 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) Villages Liaison Manager Event Safety Coordinator Crime Reduction Manager Security Manager Safety Manager Off-site Manager

20. Elements of Job Design Task Analysis Worker Analysis Environmental Analysis

21. 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 Safety Noise

22. Conclusion • Process Design • Capacity • Quality • Inventory • Workforce Management