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postings and post a response to at least two class 1. Why is it necessary to study both service successes and failures? Discu
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Q1) It is necessary to study both service successes as well as the service failures because each have their own significance in making the services better and more effective. Service failures enable the service providers to identify and determine the areas needing attention and improvement to overcome the various shortcomings which are the major cause or reasons behind making the service a failure. The service failures help the service providers to analyse and evaluate the root cause of such failures so that those key considerations and critical elements are duly addressed and provisions are kept at place to prevent all the risks from taking domination in process capabilities and operational activities. For example the failure to come up to customer needs and desires leading to dissatisfied customer will help the service provider to analyse and better understand the customer needs, requirements and expectations so that standards of quality and expectations are met in more effective manner leading to improvements.

The service success on the other is also equally important to study because they help to identify the strengths of operational activities and processes so that these capabilities are efficiently utilised and maximised to produce better outcomes for making services more reliable. The strengths such as economies of scale will help the business to better utilise their capabilities to reduce operational costs thus making services more affordable to customers.

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