Defective Products Vs Defective Services

Defective Products Vs Defective Services

1. Defective Products are designed and manufacturing not as per design is called defective products
2. Defects in Defective Products are visible to sellers
3. Defective Products are sold as seconds goods
4. Defective Products are rejected by customers

1. Services are not designed & therefore defective services are not easy to identify
2. Defective Services are being seen & experienced by customers
3. Apparently Defective Services are not seen & experienced by sellers
4. Even defective services are also rejected by customers , however since it is not visible to the sellers , seller wont know the reason for customer defections & complaints
5. Unlike Products , services are dynamic & made available every time customers want it. Therefore probability defective services for un-designed services is far more than defective products which are manufactured en-mass & stored for delivery. 

Therefore it is most critical for service providers to design the service & map customer journey to know the defects in service design. Its difficult & challenging but critical.