Assignment: Front-room/Back-room Services
Identify the front-room and back-room services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By separating low- and high-contact services?
a. Hospital
b. Trucking firm
c. Grocery store
d. Appliance repair firm
Front and back room services are very important and play a dynamic role in customer service when it comes to consumers through employee satisfaction. However, in certain organizations there is a level of customer contact that is involved. We will discuss how these services may be improved by increasing or decreasing the degree of customer contact, and by separating low- and high-contact services in the following areas:
a. Hospital,
b. Trucking firm,
c. Grocery store, and
d. Appliance repair firm
HOSPITAL:
Front room services- Admitting patients, administering lab and radiological test, dispensing drugs, feeding patients, providing health care information and education, and providing surgical and therapeutic treatments.
Back room services- Test processing lab, creating and tracking billing and insurance information, managing inventory, purchasing, preparing food, laundering, handling personnel matters, and maintaining medical equipment and the hospital building.
TRUCKING FIRM:
Front room services- Pick up goods, delivering goods, the trucking firm services and pricing for those services.
Backroom services- Scheduling dispatching trucks, keeping trucks in good repair and purchasing trucks.
GROCERY STORE:
Front room services- Having a bakery and or deli, check out service and carry out service.
Backroom services- Products on shelf, personnel, inventory of products and store equipment maintenance.
APPLIANCE REPAIR FIRM:
Front room services-
Backroom services-