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12 Cards in this Set
- Front
- Back
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Efficient Supply chains |
Low costs all around |
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Responsive |
Flexible for fluctuations in customer demand |
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Competitive environment of services |
Low barrier of entry Economies of scale limited High transportation costs Erratic Sales fluctuations No power dealing with buyers or suppliers Product substitutions for service High customer loyalty Strong exit barriers |
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Overall cost leadership strategy |
Low cost customers (USAA don't need physical location, sold over phone) Standardizing service (H and R block) Reducing personal element (self service) Reducing network costs |
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Differentiation strategy |
Making intangible, tangible (memorable experience) Customizing standard product Reducing perceived risk Giving attention to personnel training Controlling quality |
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Focus strategy |
Focus on buyer group, services offered or geographic region |
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Porter's 5 forces |
Potential new entrants Bargaining power of suppliers Bargaining power of customers Threat of substitutes Competitive rivalry within industry |
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Service qualifier |
For a service to be taken seriously it must attain a certain level of acceptance that has been defined by other market players (Cleanliness) |
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Service winner |
What separates you from competitors in final decision |
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Service loser |
Failure to deliver at or above a certain level |
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Sustainability in services |
Motivated by regulations and legislation Cost savings in waste reduction Manage company's image |
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Triple bottom line impact |
Social progress Economic growth Environmental stewardship |
