FLOWER OF SERVICE

3409 words 14 pages
Introduction
Generally, financial services refer to services provided by the finance industry either public or private finance industry. Financial services defined as services that related to facilities such as saving accounts, checking accounts, leasing, loans and money transfer provided by banks, credit unions and finance companies.1
Flower of service is a visual framework for understanding the supplementary service elements that surround and add value to the core product. Flower of service is introduced by Christopher Lovelock that distinguishes between facilitating and enhancing supplementary services. These different supplementary services can be classified into eight petals. The core service is the reason why service provider exists
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The second element is order entry. Order entry means on what way the customer can make an order. For example, the customer can make an order through online, telephone and others. The third element is reservation and check in. For example, is there such service like appointments or reservation of place to make the customer feel secure that they can get the service?
Why order taking is list in a facilitating service? Many goods or services must be ordered or reserved in advance. This is to make sure that there is no misunderstanding and to confirm the request of the customer. For example, in a restaurant, the waiter will go to customers and take order. This is to know what the customers want and to make sure they can fulfill the customer request. With order taking, customers also will know what is available and they may want to secure commitment delivery. The process will more be fast and smooth.
In MARA, the 3 elements of order taking exist. In term of application, Mara does provide financial credit such as for entrepreneurship, education and even for investment. Whereas, in term of order exist, such financial credit can be made through online, telephone and even present at the place. As for reservation and check-in elements, they do have professional appointment for consultation service.
BILLING
As a service provider, we might charge the customers for the service that we had delivered or going

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