# ''Delay'' on the part of customers waiting for service, for delivery, in queues, for response, not arriving as promised. The customer’s time may seem free to the provider, but when she takes custom elsewhere the pain begins.
# ''Duplication'' Having to re-enter data, repeat details on forms, copy information across, answer queries from several sources within the same organisation.
# ''Unnecessary Movement'' Queuing several times, lack of one-stop, poor ergonomics in the service encounter.
# ''Unclear communication'', and the wastes of seeking clarification, confusion over product or service use, wasting time finding a location that may result in misuse or duplication.
# ''Incorrect inventory''. Being out-of-stock, unable to get exactly what was required, substitute products or services.
# An ''opportunity lost'' to retain or win customers, a failure to establish rapport, ignoring customers, unfriendliness, and rudeness.
# ''Errors in the service transaction'', product defects in the product-service bundle, lost or damaged goods.
bag
mbi_public
created
Sat, 17 Sep 2011 13:37:32 GMT
creator
dirkjan
modified
Sat, 17 Sep 2011 13:37:32 GMT
modifier
dirkjan
tags
M17
Term
creator
dirkjan