Report On Waste Management & Recycling Solution Services (Based on the Study of Service Marketing) It includes Waste Hauling & Management of Logistics,Recycling, reuse,Recover Energy-From-Waste,Renewable Energy Products,The Gap Model,Consumer Behavior in Waste Management & Recycling Solution Services,Customer Expectation of Services,Customer Perception of Services,Building Customer Relationship with the Company,Service Development and Design...

1. Term Paper
On
Waste Management & Recycling Solution Services
(Based on the Study of Service Marketing)
“Elegant (II)”

2. Term Paper
On
Service Marketing (Course: 513)
Topic: Waste Management & Recycling Solution Services
Prepared for:
Dr. Serajul Hoque
Professor
Department of Marketing
Faculty of Business of Studies
University of Dhaka
Prepared by:
“Elegant (II)”
Section: A
Department of Marketing (14th)
Faculty of Business Studies
University of Dhaka
Date of Submission: 07th October, 2012 eng.
1

3. Group Profile:
“Elegant (II)”
We are...
No. Name Roll Designation E-mail Address
1 Md. Abdur Rakib 041 Member rakibrashed@gmail.com
2 Md. Al Amin 089 Member amindu_mkt@gmail.com
3 Chowdhury Omor Faruque 173 Leader omor173@yahoo.com
2

4. Waste Management &Recycling Solution Services
Services are deeds, processes, and performances provided or coproduced by one entity or person
for another entity or person. Nationwide, many landfills are closing or exhausting their
remaining capacity, yet due to environmental restrictions, zoning laws, and other regulatory and
bureaucratic delays, pitifully few new landfills are opening to offset the looming space crisis.
Meanwhile municipal waste continues to flow in greater volume. Handling the nation's waste
stream has become a major problem for most municipalities. With more waste created daily,
landfills nationwide are rapidly facing a capacity crisis. Landfills are akin to owning a reverse
gold mine.
Our Services:
Energy from
waste
disposal
Other
Waste hauling
renewable
& management
energy of logistics
projects
Our
Services
Reference
information
Recycling
& solutions
support
3

5. Energy from Waste Disposal:
Waste disposal via our state-of-the-art EFW process to meet our zero landfill goals. Energy-
from-Waste (EFW or waste-to-energy) facilities offer a safe, technologically advanced means of
waste disposal while also generating clean, renewable energy, reducing greenhouse gas
emissions and supporting recycling through the recovery of metals. It is a process that takes
municipal solid waste (MSW) –a.k.a. household trash -- and transfers it into combustion
chambers where the waste is combusted and reduced to an ash that amounts to 10 percent of its
original volume. The heat generated from the combustion process heats up water in steel tubes
that form the walls of the chambers. The water is turned to steam and sent through a turbine
generator that continuously generates electricity that is sent to the power grid. According to
a 2012 whitepaper released by Solid Waste Association of North America (SWANA), energy-
from-waste facilities "are economically sound investments that provide multiple financial and
environmental benefits to the communities that utilize them.
4

6. How EFW Works:
1. Municipal waste is delivered to our facilities and stored in a bunker.
2. The waste is transferred to a combustion chamber where self-sustaining combustion is
maintained at extremely high temperatures. We maintain the building around the tipping
and bunker area under negative pressure and use this air in the combustion process to
control odor.
3. The heat from the combustion process boils water.
4. The steam from the boiling water is used directly, or more frequently, the steam drives a
turbine that generates electricity.
5. Electricity is distributed to the local grid.
6. Ash from combustion is processed to extract metal for recycling. It is then combined with
residue from the air pollution control process (see items 9 and 10).
7. The combined ash is either disposed of in a monofill (where only ash is stored) that
receives only that waste, used as cover material at a conventional landfill, or land filled
with other waste.
8. All gases are collected, filtered and cleaned before being emitted into the atmosphere. We
manage gas from the combustion process with state-of-the-art air pollution control
technology that operates to state and federal standards.
9. We control emissions of particulate matter primarily through a bag house (fabric filter).
10. We monitor criteria and other pollutants and operating parameters to ensure compliance
with permit conditions.
Waste Hauling & Management of Logistics:
When flushed down the drain or disposed of in landfills, medications enter waterways and contaminate
surface waters, having an adverse effect on our drinking water and the environment. Typical waste water
treatment plants are not designed to remove drugs from drinking water, resulting in a negative impact
upon aquatic organisms, fish and other wildlife when these pharmaceuticals are disposed of improperly.
In addition, unused medication in the household may contribute to growing rates of prescription drug
abuse among Americans, particularly teenagers. Municipalities interested in participating in this program
must obtain appropriate regulatory approvals in order to ensure that such wastes are not classified as
5

7. hazardous waste from a federal, state, or local perspective. Each program would be subject to a due
diligence review.
So, proper hauling system as well as logistics management is the initial procedure to accomplish our
goals.
Recycling:
Reduce,Reuse, Recycle, and Recover Energy-From-Waste:
In an examination of recycling rates of more than 500 communities in twenty-two states which
rely on waste-to-energy for their waste disposal, it is demonstrated that these communities
recycle at a rate higher than the national average. 1”
We are going even further to promote recycling. We are taking a proactive role in working to
reduce recyclables from the waste stream. We have joined the call for a national bottle bill in the
U.S. to increase bottle recycling and are working with local municipalities to reduce toxins in the
waste stream such as mercury, pharmaceuticals and electronics. These steps are part of our
commitment to generate clean, renewable energy with the least environmental impact possible.
Energy-from-Waste Facilities Support Community Recycling Efforts:
Recycling efforts and Energy-from-Waste (EFW) facilities do not compete with each other. On
the contrary, recycling efforts typically benefit from having an EfW facility in the community.
Most U.S. communities with EfW (also known as waste-to-energy or WTE) facilities have a
higher recycling rate than the national average1. In most instances, communities that have a
Covanta Energy owned and/or operated EfW facility have taken the time to focus on developing
an integrated waste management program that includes reducing, reusing, recycling followed by
Covanta recovering energy from the waste leftover. Furthermore, our Energy-from-Waste
facilities recycle 400,000 tons of metal a year that are typically left in the waste stream after
normal curbside recycling efforts.
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8. Many countries have chosen to create energy from the residual waste that remains after
recycling. We believe that is the best choice. Burying waste that can be used as a resource
doesn’t make sense from energy, environmental and economic standpoints.
Reference Information & Solutions Support:
Smarter Waste Solutions:
You need new solutions now. You need better, smarter ways to manage your non-hazardous
waste more sustainably, securely and cost-effectively. This takes a partner that understands your
challenges, with the resources and ability to handle complex issues and unique situations.
Ours is a consultative energy recovery and materials management partner that represents the
value that we bring to the holistic reduce, reuse, recycle, recover waste management philosophy.
We offer tailored recycling and recovery solutions, providing businesses and institutions with a
more sustainable alternative to landfills while minimizing business risk. We also offer complete
destruction of sensitive or unwanted materials, protecting brand equity and delivering peace of
mind.
Other Renewable Energy Products:
Wood Biomass Facilities:
Covanta’s eight wood waste electrical generating biomass plants can produce over 191
megawatts (MW) of renewable electricity. These facilities are equipped with modern air
pollution control equipment and are monitored continuously to ensure that they meet stringent
Federal and State air emissions permit limits.
7

9. Renewable power is generated by utilizing wood fuel from a variety of sources including logging
debris, logs from forest thinning, wood waste from lumber mills, municipal landscaping,
agricultural waste such as nut shells and fruit pits, and green waste (grass clippings, hedge
trimmings etc.) collected from the communities we operate in. Fuel gathered in this way also
contributes to a removal of accumulated fuel available on the forest floor and a reduction in
wildfire potential. The use of this fuel and the green waste fuel also reduces the amount of open
burning conducted in our communities, significantly reducing carbon monoxide smoke and other
air pollutants released by open burning.
Biomass facilities and other energy-from-waste projects offer numerous community benefits
such as:
 Energy generation diversification
 Significant reductions in greenhouse gases emissions
 Diversion of wood waste materials from landfills
 Reducing our dependence on fossil fuel for electricity generation
 Utilizing wood waste from the forest floor as fuel, biomass facilities make a significant
contribution in reducing the potential for forest fires.
Hydroelectric Projects:
Run-of-river hydroelectric facilities will have a combined gross generating capacity of 17 MW.
These facilities sell energy and capacity to a local utility under long-term energy contracts.
Biogas Project:
Biogas project will be located on a landfill owned by a third party. It will generate electric power
using methane gas recovered from the landfill. The project will be comprised of a “collection
8

10. system” (a series of gas wells interconnected by a pipeline system) that is connected to a
“conversion system” consisting of compressors and internal combustion engines that drive
electric generators. The electricity generated by the project will be sold to a utility.
Objective:
Nationwide, many landfills are closing or exhausting their remaining capacity, yet due to
environmental restrictions, zoning laws, and other regulatory and bureaucratic delays, pitifully
few new landfills are opening to offset the looming space crisis. Meanwhile municipal waste
continues to flow in greater volume. Handling the nation's waste stream has become a major
problem for most municipalities. With more waste created daily, landfills nationwide are rapidly
facing a capacity crisis. Landfills are akin to owning a reverse gold mine.
General Plan of Action:
At this time, the principals of our company is to:
1. Purchase the landfills.
2. Meeting zero-landfill and greenhouse gas emissions reduction goals
3. Efficiently managing hauling and transfer
4. Creating single-stream and segregated recycling programs
5. Containing cost and minimizing vehicle emissions by reducing long-haul transport
through access to largest network of Energy-from-Waste facilities
6. Augment the daily waste stream to landfill by hauling waste.
7. Install sorting and compacting machinery at different places to maximize landfill life.
8. Complete the construction of landfills.
9. Lease or purchase machinery and vehicles needed for operations.
10. Build transfer stations to collect waste in cities.
11. Utilize methane generated to augment revenues.
9

11. Chart Title
40000000
35000000
30000000
25000000
Axis Title
20000000
15000000
10000000
5000000
0
Time Category 1 Category 2 Category 3 Category 4
2012 2013 2014 2015
Taka 15000000 20000000 30000000 35000000
Target Market of Our Services:
We provide our service offerings for a few targeted markets as the followings:
Various private Conference
& public centers/stadiu
companies ms
Retailers Recyclers
Pharmaceutica
ls & Chemical Reusers
Companies
Manufacturers
Target Utilities
Markets
10

12.  Manufacturers
 Pharmaceutical and chemical companies
 Retailers
 Various private &public companies
 Building owners/property managers
 Conference centers/stadiums
 Recyclers
 Reusers
 Utilities
Challenges for Services:
 Defining and improving quality
 Communicating and testing new services
 Communicating and maintaining a consistent image
 Motivating and sustaining employee commitment
 Coordinating marketing, operations and human resource efforts
 Setting costs
 Standardization versus personalization
11

13. Services Marketing Triangle:
Traditional Marketing Mix:
All elements within the control of the firm that communicate the firm’s capabilities and image to
customers or that influence customer satisfaction with the firm’s product and services:
1. Product
2. Price
3. Place
4. Promotion
12

14. Product:
The product of our service includes various objects and features that include;
 EFW
 Biomass facility
 Hydroelectric facility
 Transfer station
 Hauling services
Place:
In case of Eco service design, place is also important consideration. It includes various things;
 Channel type
 Exposure
 Outlet location
 Transportation
 Storage
 Managing channel
Promotion:
Promotion is very important for our service, because people are not much aware of our service.
So a lot of think should be considered; such as
 Advertising
 Publicity
 Internet/web strategy
13

15. Price:
Price another key factor to get success in our service industry, because the probability of our
profit depends much on it. It includes,
 Charging reasonable price
 Allowing flexibility of price
 Competitive pricing
 Differentiation
Expanded Mix for Sustainable Eco Ideas, Designs, Architectures & Installations Services --
the 7 P’s:
 Product
 Price
 Place
 Promotion
 People
 Process
 Physical Evidence
14

16. People:
All human actors who play a part in service delivery and thus influence the buyers’ perceptions:
namely the firm’s personnel, the customer, and other customers in the service environment.
Factors to Consider Regarding People:
Employees
 Recruiting
 Training
 Motivation
 Rewards
 Teamwork
Customers
 Education
 Training
 Exceptional customer service
Physical Evidence:
The environment in which our service is delivered and where the firm and customer interact, and
any tangible components that facilitate performance or communication of the service.
Factors to Consider Regarding Physical Evidence:
 Facility Design.
 Plants
 Powerhouse
15

17.  Signage
 Architectures
 Machineries
 Other tangibles:
 Reports.
 Business cards.
 Statements.
 Guarantees.
Process:
The actual procedures, mechanisms and flow of activities by which our service is delivered- the
service delivery and operating systems.
Factors to Consider Regarding Process:
Flow of activities:
 Standardized.
 Customized
16

18. The Gap Model
Gap 1: The gap between customer expectation and management perception:
Customer expectations are standards references points that customers bring into the service
experiences. Customer experiences often consist of what a customer believes should or will
happen.
Key factors leading to provider gap:
 Inadequate marketing research orientation
 Lack of upward communication
 Insufficient relationship focus
17

19. Gap 2–– the gap between management perception and service quality specification:
Accurate perceptions of customer’s expectations are necessary, but not sufficient for delivering
superior quality service. Another prerequisite is the presence of service designs and performance
standards that reflect those accurate perceptions.
Key factors leading to provider gap:
 Poor service design
 Absence of customer-driven standards
 Technological barriers
 Inappropriate physical evidence and servicescape
Gap3-the gap between service quality specification and service delivery:
It is the discrepancy between development of customer driven service standards and actual
service performance by company employees. Standards must be backed by appropriate resources
(people, system, and technology) and also must be enforced to be effective that is employees
must be measured and compensated on the basis of performance along those standards.
Key factors leading to provider gap:
 Deficiencies in human resource policies
 Failure to match supply and demand
 Customers not fulfilling roles
 Problems with service intermediaries
18

20. Gap 4-the gap between service delivery and external communication:
Promises made by a service company through its media advertising, sales force and other
communication may potentially raise customer expectation, the standards against which
customers assess service quality.
Key factors leading to provider gap:
 Lack of integrated services marketing
 Ineffective management of customer expectations
 Inadequate horizontal communication
19

21. Consumer Behavior in Waste Management & Recycling Solution Services
Need Recognition Process:
Consumer decision making process and evaluation of services
Post Purchase
Evaluation
Evaluation of •Attribution of
Alternatives dissatisfaction
•Evoked set •Innovation
Need •Emotion & diffusion
Recognition mood •Brand loyalty
Information Purchase &
Search Consumption
•Use of •Service
personal provision as
sources drama
•Perceived •Service roles
risks & scripts
•Compatibility
of customers
Safe, Reliable Renewable Energy for Communities:
Covanta Energy currently operates over 40 modern Energy-from-Waste (EfW – also known as
waste-to-energy) facilities around the world. These facilities safely and securely convert
approximately 20 million tons of solid waste into more than 9 million megawatt-hours of clean
energy each year. Processing more than 5 percent of the waste in the United States, our facilities
provide a sustainable solution to the solid waste disposal needs of more than 20 million people in
communities.
20

22. Energy-from-Waste Offsets Greenhouse Gases to Combat Climate Change:
According to the U.S. Environmental Protection Agency (EPA), for every ton of municipal solid
waste processed at an EFW facility, the release of approximately one ton of carbon dioxide
equivalent emissions into the atmosphere is prevented due to the avoidance of methane
generation at landfills, the offset of greenhouse gases from fossil fuel electrical production, and
the recovery of metals for recycling.
We promise that we stake our claim on providing:
 We provide sound and proven solutions and alternatives to landfill disposal. Our services
offer a positive, safe and secure way to meet your waste management mandates while
promoting a renewable future.
 We also offer tailored recycling and recovery solutions, providing organizations with a
more sustainable alternative to landfills while minimizing business risk.
Reduce, Reuse, Recycle, and Recover Energy-From-Waste:
In an examination of recycling rates of more than 500 communities in twenty-two states which
rely on waste-to-energy for their waste disposal, it is demonstrated that these communities
recycle at a rate higher than the national average. 1”
We are going even further to promote recycling. We are taking a proactive role in working to
reduce recyclables from the waste stream. We have joined the call for a national bottle bill in the
U.S. to increase bottle recycling and are working with local municipalities to reduce toxins in the
waste stream such as mercury, pharmaceuticals and electronics. These steps are part of our
commitment to generate clean, renewable energy with the least environmental impact possible.
21

23. Difference between an incinerator & an Energy-from-Waste (EFW) facility:
The term “incineration,” which is often erroneously applied to EFW, is an
uncontrolled combustion process without energy recovery. Today’s modern EFW facilities are in
no way similar to incinerators of the past. Using municipal solid waste (MSW) as the primary
fuel source, EFW facilities recover electricity and steam for the communities in which they
operate. EFW facilities burn waste in specially designed boilers to ensure complete combustion.
The facilities use state-of-the-art pollution control equipment to scrub emissions, preventing
them from releasing into our environment. The result is clean, renewable energy. Nationwide, 86
waste-to-energy plants supply approximately 2,572 megawatts of generating capacity to the
power grid. EFW (also known as waste-to-energy) facilities divert approximately 97,000 tons of
waste from landfills each day, preventing further methane emissions (a greenhouse gas 25 times
more potent than carbon dioxide) from decomposing garbage.
Effects of EFW facilities on our environment:
According to the Environmental Protection Agency (EPA), nearly one ton of greenhouse gas
emissions are avoided for every ton of municipal solid waste processed at an EFW facility due to
the following:
Avoided methane emissions from landfills: When a ton of solid waste is delivered to a waste-to-
energy facility, the methane that would have been generated if it were sent to a landfill is
avoided. While some of this methane could be collected and used to generate electricity, a large
portion of methane and other harmful pollutants cannot be captured.
Avoided carbon dioxide (CO2) emissions from fossil fuel combustion: When a megawatt of
electricity is generated by an Energy-from-Waste facility, an increase in carbon dioxide
emissions that would have been generated by a fossil-fuel fired power plant is avoided.
22

24. Avoided CO2 emissions from metals production: EFW facilities will recover more than 700,000
tons of metals for recycling annually. Recycling metals will save energy and avoids CO2
emissions that would have been emitted if virgin materials were mined and new metals were
manufactured, such as steel.
Our current focus is on improving the efficiency and performance of our existing operations
while pursuing growth opportunities in EFW through expansions and new development. the
govt. currently lack the policy and regulatory framework necessary to encourage investment in
EfW and other alternatives to landfills. However, we’re encouraged by the worldwide attention
to energy and climate change which is forcing the govt. and private organizations to rethink how
to manage its resources in a sustainable manner.
Understanding the Waste Hierarchy:
The waste hierarchy identifies five waste management activities in descending order of
preference. The preferred activity is waste reduction; the least desirable is landfill disposal. The
European Union and the United States Environmental Protection Agency have each concluded
that municipal solid waste, if managed according to the waste hierarchy, can help to maximize
energy savings and minimize greenhouse gas emissions.
After “Reduce, Reuse, Recycle” we add the fourth "R" to represent the RECOVERY of energy
from residual waste, which is preferred over landfill disposal. Using waste as a fuel, Energy-
from-Waste (EFW) or Waste-to-Energy (WTE) technology recovers energy from residual waste
to generate renewable energy.
23

25. Energy-from-Waste is a Net Greenhouse Gas Reducer:
Methane is a greenhouse gas (GHG), which is mostly emitted from decomposing waste in
landfills. It has more than 20 times the potency of carbon dioxide and is ranked as a dangerous
contributor to climate change. Energy-from-Waste facilities avoid the production of methane
while producing almost ten times more electricity from each ton of waste compared to landfills.
Each year, Covanta’s EfW facilities reduce GHG emissions by 20 million tons by avoiding
methane from landfills, offsetting greenhouse gases from fossil fuel electrical production, and
recovering metals for recycling. Further GHG reductions are realized by the avoidance of carbon
emissions from long-haul transportation methods used to ship trash to distant landfills. Waste
used as fuel in EfW facilities is typically generated in the surrounding area.
Notably, Energy-from-Waste facilities are the only solid waste disposal option with state-of-the-
art air pollution control technology, unlike landfills and incinerators which have uncontrolled air
pollution. Covanta’s facilities use advanced air pollution control equipment and emissions
monitoring systems that operate to comply with strict state and federal emission standards. Our
EfW facilities operate 24/7 and on average are in compliance 99.9 percent of the time. Covanta
strives for 100 percent.
24

26. Customer Expectation of Services
Customer Expectation of Services: Customer Expectations are beliefs about service delivery
that function as standards or reference points against which performance is judged. Customers
compare their perceptions of performances with reference point to evaluate service quality. What
the customer expects is the first and possibly most critical step in delivering quality service for
the service marketer. Knowing customer expectation is difficult. Considerable matters:
 Type of expectation standards
 Function influence expectation
 Role Play
 Meet or exceed
In case of our services there is several expectation of customer which can be described in brief in
the following description:
Energy-from-waste is a sustainable waste disposal solution that is environmentally superior to
landfills. It is a source of clean energy that reduces overall greenhouse gas emissions and is
considered renewable under many state and federal laws. EFW projects also lower the risk of
groundwater contamination and conserve land. Our Energy-from-Waste facilities are an
important element of an integrated municipal solid system that maximizes the recovery of energy
and recycles metals while also minimizing the environmental impacts of materials remaining
after recycling. In addition, communities that have an EFW facility enjoy higher recycling rates
than the national average.
Our facilities will convert million tons of trash annually into thousands megawatt-hours of clean,
renewable energy and more than million pounds of steam sold to a variety of industries. We also
operate Energy-from-Waste facilities in China and Italy. We are pursuing additional growth
opportunities, where the market demand, regulatory environment or other factors encourage
25

27. technologies such as energy-from-waste to reduce dependence on landfill waste disposal and
fossil fuel energy production in order to reduce greenhouse gas emissions.
Municipal Solid Waste:
Most of what goes in landfills is ordinary garbage. Transferring, transporting and disposing of
this waste both sustainably and cost effectively can be a challenge. Whether it’s making disposal
fit within diminishing budgets or improving the quality of life of citizens by reducing reliance on
landfills, communities are seeking new waste management options.
When you look at the big picture–tip fees, transport costs and end results–you’ll see a clear
advantage. Our Recovery offers waste disposal services that are cost competitive, while
providing immediate environmental benefits for your citizens.
Our Recovery can help you in:
 Meeting zero-landfill and greenhouse gas emissions reduction goals
 Efficiently managing hauling and transfer
 Creating single-stream and segregated recycling programs
 Containing cost and minimizing vehicle emissions by reducing long-haul transport
through access to North America’s largest network of Energy-from-Waste facilities
Commercial Waste Management:
More and more companies are adopting a zero-landfill strategy. Living up to that commitment
can be a challenge, one that we can help to overcome. Covanta 4Recovery is your strategic
consultative partner, working with you to manage your waste from its source to final disposal.
We offer diverse waste management services to institutions and companies, from universities to
factories, shopping malls and property management companies. With deep industry knowledge,
our team of professionals will consult with you to find the best solution to help you achieve your
goals--from cost containment to sustainability and recycling targets and more.
26

28. Electronic Waste Recycling:
According to the EPA, electronic waste is the source of up to 70 percent of the heavy metal in
America’s landfills. The environmental issue is only part of the problem. Electronic media poses
a real security risk due to the presence of important proprietary data.
In response to a growing need for sustainable solutions, we will establish a team of specialists
dedicated to the safe, secure recycling of e-waste and responsible and sustainable e-waste reuse
and recycling.
Our services keep pollutants out of landfills and data out of the hands of those who might exploit
it. We recycle more than 99 percent of the e-waste we receive and we audit all of our
downstream recycling partners to make sure they follow the same standards we do. Our expertise
in matters related to security and risk management has been demonstrated time and again.
They can eliminate the risk of exposing confidential data by:
 Erasing information from hard drives to defense standards
 Physically shredding hard drives and other electronic media
 Providing special security and video surveillance for the destruction of highly sensitive
information
 Offering certificated proof of destruction
Special Waste Disposal:
Not all waste can be managed as municipal solid waste. Some non-hazardous materials require
special handling, including:
 Solid material such as industrial or manufacturing waste that must be segregated from the
general waste stream
 Liquid and semi-liquid waste, including biosolids, oil impacted water, and contaminated
rinse water
 Drummed waste
27

29.  International waste (APHIS)
 Materials that you want destroyed instead of being sent to the landfill
There is no “one-size-fits-all” way to deal with all of these special waste materials. We work
with you to find the right solution and identify the most cost-effective and environmentally
friendly means to handle your special needs.
We offer enhanced security in the disposal process, destroying materials at temperatures
approaching 2,000 degrees Fahrenheit. Special technologies are used to manage liquid waste,
injecting it directly into the combustion chamber for destruction.
Assured Destruction:
We are ready to step in and manage materials that could pose risks to public health and safety or
a company’s reputation. By exposing all material to temperatures approaching 2,000 degrees
Fahrenheit, we guarantee the assured and certain destruction of materials such as:
 Confidential documents and electronic media
 Pharmaceuticals
 Controlled substances
 Non-hazardous bulk liquid waste
 Recalled, counterfeit, or off-spec materials
 Consumer products
Our facilities follow rigorous security protocols to help ensure thorough control of materials we
process. All risk positive materials are carefully monitored and controlled as they move through
our facilities, from the gate to when the material is destroyed.
For your peace of mind, you can witness the process. Should you require verification for risk
management or compliance purposes, we provide full documentation and proof of complete and
proper disposal.
28

30. Customer Perception of Services
Customer Perception towards Services:
Our clients are corporate groups. They want environment friendly working environment for their
employees as the significance concern raise by the change of the environment now-a-days. The
clients want the significance change in their office structure. This could be done by the superior
technological plan and well established model by our technology experts.
Model of Customer Perception of Quality and Customer Satisfaction:
We establish a model that helps us to plan how to satisfy our customer. The plan is to design by
our technology experts. This plan results the loyal clients of our service. The plan is described
below:
Expert in
this field
-New ideas
Expert and young
technician talent are -Whether it
working is
Service together to necessary?
recovery pan provide
quality
service
Helpful
employee
The Loyal
Yes, they
furniture is customer of
Customized made huge
provided sustainable
service change in
to clients eco ideas
our working
are not service
Well place.
harmful for
established,
humans
export
quality
Skimming
equipment
service -economical
buildin
charge; issue
idea is new
in BD. -concern
issue
29

31. Service Encounter for Sustainable Eco Ideas Service:
Service encounter means the procedure to provide the service to the ultimate clients. This
process ends with happy customer feelings. The encounter process for our service is:
Target market wants
service from us
A meeting is take place to
know the customer views
about service
The organizational personnel
meeting
Service process
Clients performing the service
Recovery process if needs
Loyal customer
30

32. Building Customer Relationship with the Company
1. Customer as Strangers:
Services those are provided by our service company are not so familiar in our country so
customers are not aware of our service. We have no relationship with the customers but our goal
is to attract and acquire customers. Our company should try to make relationship with our target
customers.
2. Customer as Acquaintances:
When we observed that customer awareness and trial are achieved, our service familiarity is
established and the customer become acquaintances but our primary goal is to satisfy our
customer.EFW services are not so familiar in our country if we create some awareness of it the
repetitive interaction will be occurred. Our customer becomes more familiar with our service
offerings.
3. Customers as Friends:
As a new service provider at first we should begin to acquire specific knowledge of the
customers need. We set some plan:
 A unique offering.
 Differential value.
 Transform the exchange relationship.
 Develop Trust.
EFW service is new in our country so we have no major competitor here so we get sustainable
competitive advantage.
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33. 4. Customers as Partners:
As a customer continuous to interact with a firm the level of trust often deepens and the customer
may receive more customized product offering.
As a new service provider we are concerned with enhancing the relationship.
Our main motto is to provide environment friendly service offerings that are why customers’
needs changing day by day if we understand their changing need and is willing to invest in the
relationship by constantly improving and evolving its product and service mix.
As a new service provider, we mainly focus on:
Enhancing Retaining
customers
Relationship
Acquiring
Customer
Satisfying customer
Benefits of Customers:
Customers always want best product if we provide them environment friendly product suppose if
we design an small apartment which looking so simple and cost will not be so high then
customers will be benefited and highly delighted.
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34. Customer will loyal to our firm when they receive more greater value relative to what they
expect from competing firms. Sometimes, we provide new technological services with
environment friendly equipments. Customers are more likely to stay in a relationship when the
get exceed the gives.
Confidence Benefit:
Confidence benefit mainly built on feelings of trust and confidence in the provider along with a
sense of reduced anxiety and comfort in knowing what to expect. Some of our customer want to
make efficient as well as efficient waste management and we assure them reasonable expense
and then we create confidence in customers mind.
Social Benefit: Her we develop a sense of familiarity and even a social relationship with service
providers. If we provide biomass facility that will provide instant estimate for biogas on different
company, households and firms which will ensure social benefit that is provide by our provided
by our service company.
Relationship Development Strategies
Core Service Provision:
If we providing a good core service delivery that at a minimum price, meets customer
expectations, it does no good to design relationship strategies for interior services.
As a new comer we mainly focus on-
 Satisfaction.
 Perceived Service Quality.
 Perceived Value.
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35. Switching Barriers:
1) Customer inertia: It is not applicable in our service. When our service will be
established in market then more and more competitors also grows. We should establish
that service quality which is accepted by our customers.
2) Switching cost: Real and perceived monetary and no monetary are termed as switching
cost. This cost mainly includes investment of time, money, or effort such as set up cost,
learning cost, search and contractual cost.
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36. Customer Recovery Expectations
When they take the time and effort to complain, customers generally have high expectations.
They expect we are accountable for them. They expect to be helped quickly.
Understanding & Accountability:
Here we provide some facilities for understanding our customers-
 If customer complained us about our service delivery process and procedures then we
will fix it.
 We will also reimburse all of our customer’s expenses.
 We will always try to reimburse all of their money but if we fail then we will try to
reimburse some of their money.
 If we fail to provide customer required service then we should want apology from them.
 We provide an explanation from our company as to what happened.
 If any problem will be repeated we provide some assurance.
 We also provide some opportunity to vent their frustration to our service company.
Fair Treatment:
We always try to handle customer complaint carefully because customer wants justice &
fairness.
There are two type of complaint we might meet-
a) Outcome Fairness:
Customer expects outcome or competition this might be monetary compensation an apology,
future free service, reduced charge, repair or replacement. Customers expect equity in the
exchange customer might be uncomfortable if they are overtly compensated.
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37. b) Procedural Fairness:
Customer expects fairness in terms of policies, rules& timeliness when they decide to
complain us about tour service. Customers always want easy access to their complaint & they
want things handled quickly preferable by our company’s first person they will contact.
c) Interactional Fairness:
Customers expect to be treated politely with care & honesty. We should always try to
develop caring attitude with our customers & we try our best to resolve the problem. We
should strengthen our employee training & empowerment.
Service Recovery Strategy:
Make the service fail safe-Do it right the first time:
 The first rule of service quality is to do it right the first time resulting recovery
unnecessary.
 To achieve reliability our company should employee TQM & ensures adoption process.
 We adopt the TQM notion of poke yoke to improve service reliability.
Encourage & Track Complains:
Our service company should welcome & encourage complaint. Customers complain should be
anticipated, encouraged & tracked. We find a number of ways to encourage & tracked
complaints-
 Satisfaction survey, critical incident studies, last customer research.
 Our employee can be a vital informal source.
 We should teaching customers how to complaint.
 Our technology can be used to ease the teaching problem.
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38. Act Quickly:
Complaining customers want quick response so if we welcome even encouraging complaints it
must be prepared to act on them quickly.
i) Take care of problems on the front lines:
 To solve problem at first a complaint is registered in person, over the phone or via the
internet.
 Another obvious way to speed complaint handling is to call customers rather than send
responses in the mail.
ii) Empower Employee:
 To solve problem our employee must be trained & empowered.
 A problem not solved can quickly escalate.
 Employee can anticipate problems before voiced.
 Employees have a specific & real need for recovery training.
iii) Allow customers to solve their own problem:
Here we actively solve their own service needs & fix their own problems.typicaly this
approach is done through technology.
Provide Adequate Explanation:
The content of the explanation must be appropriate; relevant facts & pertinent information are
significant in helping our customer understand what occurred.
The style of the delivery of the explanation or how the explanation is delivered can also reduce
our customer dissatisfaction.
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39. Treat customers fairly:
We should treat each customer fairly. Customers expect to be treated fairly in terms of the
outcome they receive the process by which the service recovery take place& the interpersonal
treatment they receive.
Cultivate relationship with customers:
If we built strong relationship with our customer can help shield our company from the negative
effect of failures on customer satisfaction.
Learn from Recovery Experience:
As a new service company we have no recovery experience but we set some guideline from
which we learn something about it-
 By using Root cause analysis we can identify the sources of the problems & modify
process.
 Take help from the customer database.
Learn from Lost Customers:
As a new company we have no customer lost experience. But when we gather so many
experiences from it then we use depth interview to learn their actual problem. This interview will
conduct by our top level executive because they truly understand the business. It may be best to
have this type of research done by senor people in our service company.
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40. Service Development and Design
Identify Growth Opportunity for Our Service:
The service is new in Bangladeshi perspective. Thus we should start with our service by
diversification. We have less experience in the development, construction, operation, acquisition
and integration of waste and energy services businesses. We are to pursue growth opportunities
particularly in locations where the market demand, regulatory environment or other factors
encourage renewable technologies such as energy-from-waste to reduce dependence on landfill
waste disposal and fossil fuel energy production in order to reduce greenhouse gas emissions
(GHG). As a company, we are focusing on the United Kingdom, with additional opportunities in
Ireland, Canada and the United States. Our development projects include new energy-from-waste
and other renewable energy projects, existing project expansions, contract extensions,
acquisitions, and businesses ancillary to our existing business, such as additional waste transfer,
transportation, processing, and recycling and disposal businesses.
The utilities, reusers, private firms will be most vibrant growth market. To prevent or reduce
negative effects on the environment from landfill waste, a reduction of biodegradable waste in
landfills will be required by the year 2020 or sooner. This and other directives have led us to
divert municipal solid waste from landfills to recycling and energy-from-waste, also known as
waste-to-energy. There are many opportunities in other countries as well.
Our Service Blue Prints:
Service blueprint is a process by which we make plan to provide our service to our customer.
The service blueprint has three components:
a) Process
b) Points of contact
c) evidence
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41. Physical Evidence and Servicescape of Services
Because services are intangible, customers often rely on tangible cues or physical evidence, to
evaluate the service before its purchase and to assess their satisfaction with the service during
and after consumption.
Servicescape Other Tangibles
Not Applicable Business cards
Facility Design
Powerhouse
Plants
Computers
Table: Elements of physical Evidence
Physical Evidence Affecting Customer Experience:
Physical evidence influences the flow of the experience, the meaning customers attach to it, their
satisfaction and their emotional connections with the company delivering the experience.
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42. Employees’ Roles in Service Delivery
Critical Importance of Service Employees:
The key focus is on customer-contact service employees because:
 They are the service.
 They are the organization in the customers’ eyes.
 They are the brand.
 They are marketers.
In services like Waste Management &Recycling Solution Services, employees provide the entire
service. The offering is the employee.
Employee represents the firm to the client, and everything these individuals do or say can
influence perceptions of the organization.
Service employees are the brand. The primary image that the customer has of the firm is formed
by the interactions the customer has with the employees of that firm.
Because contact employees represent the organization and can directly influence customer
satisfaction, they perform the role of marketers.
The Effect of Employee Behaviors on Service Quality Dimensions:
Customers’ perceptions of service quality can be influenced directly by service employees.
Delivering the service as promised-reliability- is often totally within the control of frontline
employees. Employees are critical for making sure all the systems are working properly.
The assurance dimension of service quality is highly dependent on employees’ ability to
communicate their credibility and to inspire trust and confidence. Individual employees with
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43. whom the customer interacts confirm and build trust in the organization or detract from its
reputation and ultimately destroy trust. For startup or relatively unknown organizations like this,
credibility, trust, and confidence will be tied totally to employee actions.
Empathy implies that employees will pay attention, listen, adapt, be flexible in delivering what
individual customers need.
Strategies for DELIVERING Service Quality through People:
To build a customer-oriented, service-minded workforce, organization must
 Hire right people,
 Develop people to deliver service quality,
 Provide the needed support systems,
 Retain the best people.
Hire Right People:
To effectively deliver service quality, considerable attention should be focused on hiring and
recruiting service personnel. The most important recruiting criteria are typically technical
training, certifications and expertise.
There are a number of ways to go about hiring the right people:
Compete for the best people:
To get the best people, this organization needs to identify them and compete with other
organizations to hire them. As this company is Idea, Technology and Installations service based,
it needs several types of competent employees to perform as per the expectation.
A complimentary strategy is to interview multiple employees for every position.
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44. Hire for service competencies and service inclination:
After identifying potential employees, organization need to be conscientious in interviewing and
screening to truly identify the best people from the pool of candidates. These employees need
two complimentary capacities: service competencies and service inclination.
Service Competencies: The skills and knowledge are necessary to do the job. It may be by
achieving particular degrees and certifications, and in other cases, may be relate to basic
intelligence on physical requirements.
Service Inclination: They must also be screened for service inclination- their interest in doing
service related work- which is reflected in their attitudes toward service and orientation toward
serving customers and others on the job.
Be the preferred employer: One way to attract the best people is to be known as the preferred
employer in a particular industry in a particular location. As this is a new type of organization
providing completely new services, they will need to adopt different strategies to be the preferred
employer. They can provide extensive training, excellent internal support, attractive incentives
and quality goods and services that employees are proud to be associated with.
Develop people to deliver service quality:
To grow and maintain a workforce that is customer oriented and focused on delivering quality,
employees must be developed to deliver service quality.
 Train for technical and interactive skills: to provide quality service, employees need
ongoing training in the necessary technical skills and knowledge and in process or
interactive skills. Interactive skills allow them to provide courteous, caring, responsive
and empathetic service.
 Empower Employees: to be truly responsive to customer needs, providers need to be
empowered to accommodate customer requests and to recover on the spot when things go
wrong. That is, giving employees the desire, skills, tools and authority to serve the
customer.
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45.  Promote Teamwork: because service jobs are frequently frustrating, demanding and
challenging, a teamwork environment will help alleviate some of the stresses and strains.
If employees feel supported and feel that they have a team backing them up will be better
able to maintain their enthusiasm and provide quality service.
Provide the needed support system: Service workers require internal support systems that are
aligned with their need to be customer focused. Following are strategies for ensuring customer
oriented internal support:
Measure Internal Service quality:
By acknowledging that everyone in the organization has a customer and measuring customer
perceptions of internal service quality, organization can begin to develop an internal quality
culture.
Provide supportive Technology and Equipment:
Service employees need the right equipment and technology. They should be provided with
supportive technology and equipment to do their job effectively and efficiently.
Retain the best people:
 Include Employees in the Company’s Vision:
 Treat employees as Customers:
 Measure and reward strong service performers
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46. References:
 www.google.com
 Service marketing by Bitner and Zeithmal 5th edition
 Energy Recycling Services
 www.wikipedia.org
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