EBK OM
EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 14, Problem 2DQ
Summary Introduction

Interpretation:

Reason for importance of appointments in professional services.

Concept Introduction: Goods are tangible, that is, it can be touched and felt. Services are intangible in nature, it cannot be touched only felt. Goods have physical appearance while services do not have.

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Explanation of Solution

Appointments are an important for any service sector. It is considered important as it is a reservation for the work to be done. Services like doctors, lawyers, teaching, consulting etc requires appointment so that an no wastage of time is done.

Following are the reasons for having appointments in a professional service

  1. Reduction in probability of no service.
  2. No wastage of time by waiting for the service to be rendered.

There are some issues in appointment system such as the time slots are not f1exible. The same customer might want to use the service at same time; hence allocating an appointment for both the customer at same time is not possible. There may be some issues on processing time of a service could be higher so the customer do not get service as appointed which disappoints the customers.

Some of the key decisions to be taken during appointments are as follows:

  1. Service organization must determine the time intervals of the appointments, depending the kind of service required by a customer.
  2. Determining the time off duty and length of each work day so as to forecast the expected total revenue
  3. Maintaining the balance between no-show percentage and overbooking. If the no-show is more than 10%, the service provider must overbook the appointment to maximize the revenues and reduce the idle time.
  4. Customer satisfaction is very important which can be achieved by developing customer appointment rules.

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