May 28, 2007 0 comments
The product /service continuum
Successful designers must combine customer requirements within their design concept and identify the means of achieving production of the goods or service packages. Every organization will provide some form of service to its customers, therefore it is essential that the total service package be designed to take account of all the customers' requirements to ensure that there are no barriers to accessing or enjoying the benefits available through the total service package. The continuum created by the extremes of 'Pure Goods' and 'Pure Service' often leads to confusion as the characteristics of services are often more difficult to specify than the characteristics of goods. The latter can be defined by physical properties, dimensions, textures, colors, weight, form and function etc, also by durability and performance tests to predict reliability. Services on the other hand are defined in terms of expectations of the provision of a range of benefit packages to customers.
when the service available, insert Picture