Service & Network Productivity with Data Analytics - IT Assignment Help

Assignment Task:

Introduction

We are living in an era where service industry has evolved significantly and stand at a leading position to control the world economy. The relationship between customers and organisations have been changing since technology emerged and influencing to implement innovation within service process (Teece 2010). Technology can help to improve service management efficiently and can deliver service quickly with high quality and agility through service innovation. Customers are now looking for multidimensional service experience not only physical goods but also virtual service to maximize their utility without paying any cost (Chuang 2007).

Value chain network provides a clear view where customers are connected with IT service and are generating new value proposition through collaborative relationship with all stakeholders within the modifying business model (Orr et al. 2016). A business firm can measure and monitor customer satisfaction through interactions between organization, employees and system process from the end users point of view (Bitner et al. 1997).

Restaurant service has been facing competitive challenge to meet customers’ need that is oriented with technology and innovation. Modern technology and interaction methods have provided enormous advantages to the customer to get better experiences without any cost. Accordingly understanding of customer behaviour is important to measure value that is not only generated by functional and economic benefits but also depends on emotional, social, ethical and environmental aspects (Barner 2003, Norman & MacDonald 2004).

The Paramount is a very famous restaurant in Boston city and it has won “Best in Boston” award twice. It is highly recommended by the local community and tourism agencies. As a result of growing popularity, carryout order has been emerged and The Paramount is facing a decision making dilemma either promote carryout service or not because carryout is great opportunity to earn more profit and on the other hand it is causing dine-in customer to leave the service due to service delay.

In this essay, we will analyse the existing business policy by using service design approaches such as process chain model, business model canvas, blueprint and customer journey map. Then we will evaluate the problem of existing service and will map out the solution of the service process and compare the suggested new service offerings with the existing service.

Service Design and Analysis

The Paramount is successfully maintaining their service philosophy and policy. However, it is not able to provide faster service, even fast whilst some people become sick and it is not kids friendly. For this reason they are losing some customer and their review rating is getting down. On the other hand, they are not able to manage carryout order due to staff shortage and lack of service innovation but carryout is highly demanded and a great opportunity to grow the business. Chefs are feeling rush to cook the meal that has a possibility to serve under cooked meal and recook the meal can execute more time. It is evident that the paramount is losing customer due to long waiting time and bottleneck seating policy.

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