How Does
Create Customer Value?
By Rachel Carter
Becky Davies
Emma Chitty
Amanda Creed
Agenda







Introduction
Process Design
Capacity
Quality
Inventory
Workforce Management
Conclusion
Service Quality Factors
Neutral Factors
Hygiene Factors
Comfort
Critical Factors
Availability
Reliability
Security
Enhancing
Factors
Tidiness
Flexibility
Competence
Access
Safety
Integrity
Communication
Quality Dimensions
Word of mouth
Dimensions of
Service Quality
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Personal
Needs
Past
Experience
Expected
Service
Perceived
Service
Quality
Perceived
Service
ES < PS
ES = PS
ES > PS
The Satisfaction Continuum
+5 Delighted
0
-5
Satisfied
Dissatisfied
Capacity
Located on
farm land
189 acres of land
Loan land from
three neighbours
Facts and Figures
Year
Attendance
Cost
1970
1500
£1 & free milk
1981
18000
£8
1990
70000
£38
2000
105000
£87
2004
150000
£112
http://www.glastonburyfestivals.co.uk/uploadedFiles/Information/Student_Informa
tion_Pack/5%20Attendance%20Numbers.pdf
Accessed on 01/11/06
Festivalgoer’s Comments


“The reason people go year after
year is the sheer scale of the
event.”
“I was surprised at how crowded
the festival can get.”
Glastonbury Festival Case Study (1995) Page 9
Storage Facilities
Electricity
Water
Refuelling
twice a day
40,000 litres
of diesel fuel
in 4 days
4 million litres
of water, over 5 days
100000 litre storage facility on the farm
Process Design Of Glastonbury
Competitive
priorities
New or
updated product
Demand/ Volume
changes
Competitors
Performance
Choice of Technology
Refuelling circuit
Electricity
takes 12 hours
Diesel Generators
No flush toilets
Transported in
milk tanks
Water
Glastonbury’s Layout of Facilities
Electricity
Bridges
Self-sufficient Town
Toilet Blocks
Marquees
Fences
Pipes
Roads
Camp Sites
Car Parks
‘Green Field’ Site
Entertainment
Venues
Market Stalls
The Stages
Glastonbury’s Service Triangle
Develop a
strategy
Service
strategy
Communicate
systems and
procedures
Customer
System
Set up systems and procedures
Workforce
Front Office – Back Office?
Service Operation
Service process
Service Product
Continued…
Front
Office
Back Office
Facilities
Stalls
Toilets
Camp Sites
Workers
preparation
Stages
Organisation starts
in December
High Volume – Low Variety
High
Variety
Professional
Service
Service Shop
Mass Service
Low
Low
High
Volume
Inventory
Ticketing
Programmes
Information
from Green peace
Food
Toilet Paper
Workforce Management
“Managing people is the hardest part of
the decision area in operations because
nothing is done without people who
make a product or provide a service.”
R G Schroeder (1993)
Organisational Structure
The Licensee (Gold)
Silver Command (1)
Silver Command (2)
Event
Crime
Villages
Safety
Reduction
Liaison
Manager Coordinator Manager
Silver Command (3)
Security Safety
Manager Manager Off-site
Manager
Elements of Job Design
Worker Analysis
Task Analysis
Environmental Analysis
Elements of Job Design
Worker
Analysis
Skill Level
Boredom/
Motivation
Task
Analysis
Task
Sequence
Environmental
Analysis
Physical
Requirement
Level of
Responsibility
Performance
Error
Possibilities
Workplace
Location
Safety
Frequency of
Tasks
Noise
Conclusion





Process Design
Capacity
Quality
Inventory
Workforce Management