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Procedia CIRP 67 (2018) 574 – 576
11th CIRP Conference on Intelligent Computation in Manufacturing Engineering, CIRP ICME '17
Abstract
Service activities are basis of human living and should be treated as complex systems including mutual interactions of various players. The value
of services should be evaluated from multiple perspectives such as customer satisfaction, employee satisfaction, profitability, or social value
perspectives. We propose the service benchmarking method based on service engineering, by which service providers can learn their strong and
weak points through inter- and intra-industry comparison. This paper discusses how we could support service providers to re-design sustainable
service systems with actual data obtained thorough service benchmarking.
©2017
© 2017TheThe Authors.
Authors. Published
Published by Elsevier
by Elsevier B.V.
B.V. This is an open access article under the CC BY-NC-ND license
Peer-review under responsibility of the scientific committee of the 11th CIRP Conference on Intelligent Computation in Manufacturing
(http://creativecommons.org/licenses/by-nc-nd/4.0/).
Engineering.
Peer-review under responsibility of the scientific committee of the 11th CIRP Conference on Intelligent Computation in Manufacturing Engineering
2212-8271 © 2017 The Authors. Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license
(http://creativecommons.org/licenses/by-nc-nd/4.0/).
Peer-review under responsibility of the scientific committee of the 11th CIRP Conference on Intelligent Computation in Manufacturing Engineering
doi:10.1016/j.procir.2017.12.263
Takeshi Takenaka et al. / Procedia CIRP 67 (2018) 574 – 576 575
Compa
Experimental ny
study
Emplo
l Custom
C
yee er
䐣Design of service system
fee, expenses, profitability, occupancy rate of rooms, ratio of 20-71 guest rooms. This result suggests that medium size hotel
repeat customers. can offer room with higher prices by improving a word-to-
In addition to the questionnaire survey, we collected mouth reputation with daily management efforts. On the other
reputation score of those companies in three major hotel hand, the reputation scores of large hotels (over 71 guest
booking website in Japan. Recently, these indicators are rooms) stand in a certain level and seem to be not related to
important for customers to choose a hotel. accommodation fees. Although it is difficult to guess the
Fig. 2 shows a result of service benchmarking in which each reasons of this phenomenon but those information might be
hotel is plotted according to averaged accommodation fee and useful for each companies to re-think their business strategies.
averaged reputation score on booking websites. Results show a We usually show the results of a company with masking other
strong correlation between reputation score and companies’ name. Using this method, we try to support
accommodation fee especially in middle size hotels that have companies to find their strong and weak points in a safe way.
30000
77
A
Averaged Accomodation Rate at busy season (JY)
y = 14486x - 44129
25000 R² = 0.7412
72 32
45
20000 9
8 b
6 Small: Under 20 guset rooms
73 68 35 12 Midium: 21-70 guest rooms
15000 78 Large: Over 71 guest rooms
1
10 74 48
79
81
10000
60 52
69 56
34
4
42 66
5000 44 36
59
50
0
3 3.5 4 4.5 5
Average word-of-mouth reputation of 3 online agency
Fig.2. A result of service benchmarking of hotel industry: each dot indicates a company.
References