Involving the customer in the service delivery process in the place of your own employees can enhance the productivity. E.g., a self-service restaurant. However consumers can constraint and can become a barrier to productivity. Therefore productivity related changes must be identified and implemented from the consumer’s viewpoint. The customer insensitivity can be avoided by:
- First, by developing customer trust in the productivity related changes through a systematic and planned communication program.
- Second, understanding customer habits and determinants of consumer behavior.
- Third, pre-testing new procedures and technology before commercially introducing the same.
- Fourth, educating customers about how to use innovations.
Productivity improvement is not a static process but a dynamic, which occurs over time. Therefore it is necessary to monitor and evaluate performance periodically.
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