Narrator: Listen to a conversation between a student and a business professor.
Tom: Thanks for seeing me, Professor Jackson.
Professor Jackson: Sure, Tom. What can I do for you?
Tom: I’m gonna 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 your food, where you eat, and so on.
Professor: Wait, I thought you were going to come up with a hypothetical business plan for an amusement park. Isn’t that what you emailed me last week?
Professor: I could’ve sworn. Oh, I’m thinking of a Tom from another class. Tom Benson. Sorry, sorry.
Tom: No problem. I did email you my idea, too, though.
Professor: Oh, that’s right. I remember now. Restaurants, yeah.
Tom: 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?
Professor: Service standard refers to what a company employees are ideally supposed to do in order for everything to operate smoothly. The protocol is to be followed.
Tom: Oh, okay.
Professor: 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’re finished picking up your food, where do you go?
Tom: To the cash registers.
Professor: And where are they?
Tom: Um. Right before you get to the seating area.
Professor: Exactly. A place you would logically move to next.
Tom: You know, not every place is like that. This past weekend was my friend’s birthday and I went to a bakery in town to pick up a cake for her party. And the layout of the place was weird. People were all in each other’s way, standing in the wrong lines to pay to place orders. Oh, and another thing. I heard this bakery makes a really good apple pie. So I wanted to buy a slice of it, too.
Tom: There was a little label that said apple pie where it’s supposed to be. But there wasn’t any left.
Professor: And that’s what’s called a service gap. Maybe there wasn’t enough training for the employees or maybe they just ran out of pie that day. But something’s wrong with the process and the service standard wasn’t being met.
Tom: Okay, I think I get it. Anyway, since part of the requirements for the term project is to visit an actual place of business, do you think I could use our cafeteria? They seem to have a lot of the things I’m looking for.
Professor: Well, campus businesses like the cafeteria or bookstore don’t quite follow the kinds of service models we’re studying in class. You should go to some other local establishments I’d say.
Tom: I see.
Professor: But just call the manager ahead of time so they aren’t surprised.
Narrator: Listen to a conversation between a student and a university employee at the campus employment office.
Employee: Hi, can I help you?
Student: I hope so. My name is Mark Whitman. I’m a…
Employee: Don’t I remember you from last year? You worked in the… where was it, the art library?
Student: Yeah, you’re good. That was me. And I really enjoyed the work.
Employee: Right, Yeah, your supervisor gave us some really great feedback at the end of the year. “Oh, he’s so organized, always on time, helpful.”
Student: Really? Well, I’m glad. It was a good job.
Employee: Well we usually try to match students’ jobs with their academic interests.
Student: Yeah, um, I’m not exactly sure what career I am headed for, but librarian is a possibility. It was a great perience to learn how it works and meet some people working in the field. But for this year, well, that’s what I want to ask about.
Employee: Oh. How come you waited so long to come in? You know how fast campus jobs fill up, if, if you had come in earlier, you probably would have gotten the library job again. I mean since you have the experience from last year, you don't need the training and all, but it’s been filled now.
Student: Yeah, I know, but I had planned to get a job working at a restaurant off-campus this year. I really need to make more money than I did last year and working as a waiter, there is always the tips. But I’ve tried a ton of places but I haven’t found anything. I know it’s really late. But, well, um, I was wondering if maybe there was some job that hadn’t been taken or maybe someone started a job, and you know, had to drop it or something?
Employee: Well, I doubt you’ll find anything.
Student: Could you, could you possibly check? I, I know it’s a long shot, but my friend Susan, she takes photography classes in Harrison Hall and she sort of thought there might be an opening in the janitorial staff.
Employee: Um. Why does your friend, the photography student think she has information about a janitorial staff opening? I’m pretty sure those jobs are filled. In fact, I remember taking lots of applications for them. Let me double check it online.
Student: She said the whole studio arts building and especially the photo lab have been kind of, sort of messy lately. I mean, she says there’s chemicals and stuff left out. And you know, it’s like no one’s been cleaning up. But that could just be, you know, students using the lab after hours or something, like after it’s been cleaned.
Employee: Hm. Hang on. There’s… There’s an asterisk next to one of the job numbers here. There’s a note. Let’s see. Ha. Your friend is right. It seems like one of the student janitors quit a couple of weeks ago for some reason. Hm, well, whatever. It looks like this is your lucky day.
Student: Wow. That is so great. So who’s the contact person?
Employee: Check with the janitorial office.
Student: Fine. Thanks so much.