Production or Servuction?
Servuction is a word to identify the process of "manufacturing" a service. P. Eiglier and E. Langeard define it as "The systematic and coherent organization of all the physical and human elements of the client-company relationship necessary for the performance of a service whose commercial characteristics and quality levels have been determined"
Un restaurant It is a company that offers food and drinks for a price to be consumed or not in the premises it occupies. Structurally it is composed of two main areas that are subdivided into sub areas. The first is the dining room and the second is the kitchen.
In both services are manufactured, First of all because, for the service to be provided, it requires labor, in this case contact personnel, second, because it requires a material element equivalent to machines and equipment and, third, because you need a beneficiary of the service, which is the client.
These three elements are the components of the servuction system of this type of installation, although two more elements must be considered, in accordance with those proposed by these two authors, which are: the Internal organization, which has been the non-visible part in the company (offices, warehouses) and the "other clients"They are all those who interact with each other and with the contact personnel.
The basis of all processes in restaurant It is the satisfaction of the client, that is why it requires the rigorous conception of the design of the service that will be offered, starting from defining the characteristics and restrictions that will conform it, the market segment to which it will be directed, as well as the capacity of services that You can assume, relating all these elements to obtain the desired result.
The different flows must also be managed, in order to be able to respond to the demand that can be generated and not affect the quality of the service.
Unlike any production company, in the restaurants services are manufactured and simultaneously offered, so in relation to quality all the interactions necessary for this to occur must be evaluated.
However, actions in favor of quality are carried out through measurements and surveys among the clientele using qualitative instruments Quantitative that allow obtaining a vision of it:
- The servuction process comprising the Insights of the facilities themselves (physical support) and contact personnel and their relationship with the clientele to discover all the issues that must be corrected;
- Design systems are designed and implemented Efficient of Quality for which Quality Circles are created in which the employees of the organization are given participation in order to improve the processes,, given the level of knowledge they have about customers.
And then, do you already understand the difference between one and the other?