Conv ersation 1 Listen to a conversation between a student and a business professor. Stu: Thanks for seeing me, professor Jackson. Pro: Sure, Tom. What can I do for you? Stu: I'm goanna do my term project on service design. Oh, what you see as a customer, the physical layout of the building, the parking lot. And I thought I’d focus on various kinds of eateries. Restaurants, coffee shops, cafeterias... So I’d also analyze where you order you food, where you eat, and so on. Pro: Wait, I thought you were goanna come up with some hypothetical business plan for an amusement park. Isn’t that what you emailed me last week? Stu: Um.... Pro: I could have sworn. Oh I’m thinking of a Tom from another class, Tom Benson. Sorry, sorry. Stu: No problem. I did email you my idea too, though. Pro: Oh, that’s right, I remember now. Restaurants, yeah. Stu: So, here’s my question, I read something about service standard that kind of confused me. What’s the difference between service design and service standard? Pro: Service standard refers to what company, employees, are ideally supposed to do in order for everything to operate smoothly, the protocols to be followed. Stu: Oh, OK. Pro: Um, so backing up, service design is, um, think of the cafeteria here on campus. There are several food counters, right? All with big clear signs to help you find what you’re looking for. Soups, salads, desserts. So you know exactly where to go to get what you need. And when you’ve finished picking up your food, where do you go? Stu: To the cash registers. Pro: And where are they? Stu: Umm... Right before you get to the sitting areas. Pro: Exactly. A place that you would logically move to next. Stu: Yo...
