Differences Between Products And Services

What are some of the main differences between products and services? And when are these relevant?

Tangibility versus Intangibility

Products are tangible. You can buy pork as a tangible product. You buy it, you ship it and sell it. In the same way as you buy stamps, cigarettes and cars.

Financial service companies however, make it possible to exchange pork bellies Futures, on the Chicago Mercantile Exchange (CME). A future is (not the most simple example of) a service with which you can hedge your risk. In this last case, most of the people trading on the CME will never see or smell the pork bellies.

The ownership between products and services is different. A stock could be called a financial product that you own. You can place a stock order which might result in a transaction later on. Your bank services a depot fee for saving you a lot of work. You cannot own a service.

Where the product is much more standardized, the service is tailor-made. Companies differentiate in offering products and services, but the variations between similar products of different producers are less prominent than the variations between services.

You can count products in the same way as you can count your money (or have your bank service you this information). A service is not countable, but is “leveled;” better than the best service is not possible. There is a limit in what a service can offer.

A product is produced by a manufacturing process. A service is offered by the utility element of companies; you subscribe to a service in the same way as you subscribe to your gas and electricity supplier.

And this brings us to the essential of these differences; changing from one (product approach) to the other (service offering) is very complex, because of the last mentioned differences. Not only the process is different but the style change you need to support this change… Good Luck.

© 2006 Hans Bool

The Meaning Of Quality In Health Care

The process of receiving health care services at the correct time in the appropriate way and to get the best possible outcome is defined as quality health care.

Six attributes of health care quality

• Safety – Care should not harm any patient.

• Patient centered – Individual needs should be taken care of when providing care.

• Timely – Care should be provided exactly on time.

• Effective – Care must be based on evidence.

• Efficient – Wastage of time should be reduced.

• Equitable – Equal care should be provided to every patient.

What is quality health care?

The meaning of quality health care is not the same for all people. According to some patients, quality care is to consult a doctor, to get proper treatment from the staffs of a hospital and to have a physician who can spend much time with the patient. But all these things are secondary. Clinical quality of care is the most important thing because more lives can be saved by providing evidence-based and high quality care.

Does quality equal safety?

Yes, quality equals safety. The quality of care is to be improved by the health care providers because it can save more lives of the patients.

How is health care quality measured?

Outcome indicators and process indicators are the two ways of measuring quality of care. Timelines and baseline practices are measured by process indicators. Complication rates, mortality rates and infection rates are measured by outcome indicators.

These indicators can be looked at by the consumer to compare the hospitals. National accreditations, recognitions and state of the hospital should also be looked at by you to measure quality.

What are quality measures and quality indicators?

The process of converting the medical information of a patient into percentage or rate to analyze the quality of care provided by the hospitals to their patients is called a quality measure. You will be given information by quality measures about how the patients are provided care by the hospital. This quality information can be used by you to compare the quality care of different hospitals.

What role do nurses and doctors play?

A very important role is played by the doctors and nurses. Quality care should be provided by all the nurses and physicians, clinically and satisfactorily. All the staffs in a hospital such as the receptionist, scrub nurse, hospital administrator, physician and the X-ray technician are responsible in providing quality care to all the patients.

Remember all these features when you will go to get quality health care from any hospital.

Restaurant Training – Waitress & Waiter Training Role Play Tips For Hospitality Education & Learning

Lights, Camera, Action!

Incorporate Role Play for a Winning Training Program

Take one…take two…take three…ready on the set?

Are your teams providing their best performance with every guest that walks through your doors? Incorporating role play into your training programs will help your guests receive an encore performance every time.

Role play is one of the most effective tools in the trainer’s toolbox where participants can experience real life situations and “learn by doing”. Role play can be used to train any level of company personnel including staff, managers, and even company executives.

Role play allows teams to experience real life situations in a simulated and controlled environment. With participants playing the roles of guests, employees, and managers, they can be better equipped to handle situations.

Because of the controlled environment, role play allows the trainer to assess an individual’s strengths and weaknesses and devise an action plan for growth and development. When used to master a skill, role play builds confidence as the skill is practiced and coaching is administered by a trainer. Since the trainer is side by side with the learner, they can easily determine whether the learner has mastered the newfound technique and is ready to work their position solo. When role play is used to emphasize with another person’s feelings, it allows the teams to recognize those feelings and understand the effect of their or other’s behaviors. For example, role playing a guest situation will allow teams to better understand how a guest feels. As a result, they will learn the level of service that should be provided to deliver a quality experience. Another benefit from role play is helping team members understand the consequences of breaking policies, such as, arriving late to work and the stressful impact it may have on the entire team. As a result, they will learn the importance of arriving on time.

How to get started

Prior to the scheduled training date, company assessments should be performed to determine the specific areas of performance/improvement to be addressed. Then, the company facilitator should determine the overall results to be accomplished and how the issues will be best addressed. For instance, the trainer should determine if the issues are related more to emphasizing feelings or strengthening a skill.

Next, the company facilitator should determine the specific characters associated with the issue and the particular roles they will play. There are many roles that can be played such as a guest and service representative, a manager and team member, a service representative and kitchen team member or similar combinations.

Finally, the company facilitator, armed with the necessary scripts and scenarios, can then develop training aids and other training tools to address the overall goals of the program.

As a head start, we have listed some suggested scenarios that will help you role play with your teams. Before starting the role play, always ask for volunteers so the shy or less experienced teams can watch others first to help build their confidence.

Suggested Scenarios

1. Cashier talking on the phone and not acknowledging a walk-in guest

2. Server being abrupt and rushing a guest while taking an order (asks questions in a curt, quick manner and displays rushed body language)

3. Server being overly friendly and talking too much with a group of business guests having a meeting

4. Server scolding a kitchen worker about an order made incorrectly

5. Host/Hostess being sarcastic and short tempered when a guest is asking for menu information

6. Host/Hostess defensively telling a guest “I told you the wait was 20-25 minutes and you only waited 10 minutes”

7. Bartender being cold and unfriendly while a sole diner is looking for attention and conversation

8. Bartender chatting with some regulars and ignoring a guest who obviously needs something (beverage refill, a napkin, condiments etc.)

9. Two bus persons talking about personal issues while ignoring a guest’s signal for service

10. Kitchen team member loudly demanding a server to pick up an order

11. Dishwasher being disrespected as servers throw dirty dishes without scraping them first

12. A problem team member causing coworkers to do extra work; creating disagreements among the staff; undermining management; constantly being late; and similar situations.

13. Manager telling the guest “no” or “we can’t do that” without apologizing, adding an explanation, and offering options

14. Manager pointing his/her finger and arguing with a guest when handling a complaint

15. Manager threatening a team member’s job

Alkis Crassas, President of EVOS USA, Inc., a healthier fast food chain, headquartered in Tampa, Florida, routinely uses role play and says, “Although role playing pushes the envelope by placing participants in the limelight, after the butterflies disappear, it will smooth out and your team will begin to see the big picture goals of your restaurant”.

If role play is designed properly and effectively executed, it can be very valuable to the success of any company. Most important, when role play is interactive and fun, your training goals will be retained and result in a high return on your investment. Role play adds to the life experience of each participant and when people experience something, they will take that away with them more so than any book, video or lecture could ever replicate.

Advantages and Disadvantages of Online Auction Sites

Characteristics of a Good Online Auction Site

o Site must have prominent privacy policy that guarantees that the site will provide secure link when a customer enter credit card details and do not sell customer information.

o Very clear defined policies and procedures must be enacted upon when and if any wrong transaction occurs.

o Rating of buyers and sellers facilitate the identification of sellers who do not exist to the end of bargain.

o Fees and commissions must be mentioned on the site. Most of the sites do not charge any fees from bidders but sellers often have to pay small fees for listing the items and commission on selling any item. So the bidders must compare online auction sites for the fees and commission rates to get an idea of the current rates.

o A good online auction site must have escrow services option such as PayPal. These services make the selling and buying more quick by preventing buyers and sellers from becoming intermediary. The buyer can directly send the small fees and payment to the escrew service, after receiving funds escrew gives instruction to sellers to ship the goods. When buyer receives the goods in acceptable condition, funds are transferred to seller via escrew service.

o A good online auction site must have the international payment and shipping option. Commercial sites support international sales.

Advantages of Online Auction Sites

Online auction sites offer several advantages:

o Online auction sites do not stop businesses to carry on sales of product through traditional sales method.

o An online auction site also reduces the distribution cost of a product. It can be stored at one place till it is ready for shipping. It will also reduce the packaging cost of items for distribution to intermediaries such as retail stores. It will also protect goods from damages and keep them safe.

o Online auction also helps small businesses to sell their seasonal, discontinued or damaged goods often with profits and eliminate the inventory expense to store them.

o Online auction sites open the door of international markets for small businesses and help to expand global market. That is nearly impossible to achieve via normal marketing channels.

o Online auction sites also help new businesses that offer new products and it becomes easy to set a market price based on supply and demand.

o These sites also help to find out what customers are willing to pay without doing time-consuming expensive market research.

Disadvantages of Online Auctions

Online auctions do not provide buyers with an option of personally viewing and evaluating items before purchasing. This may lead to the possibility of fraud.

Another major drawback is that it is also not possible for every business to take part in online auction. Companies have to host their own auction websites and for this purpose they have to hire trained technical staff.