...In modern business, it is more important than ever for companies to provide quality customer service if they wish to remain competitive. Instilling a culture of service through a mission statement to guide the business is one of the most effective ways to accomplish this. This essay will present and analyse a scenario where customers experience poor service to demonstrate the quality gaps that result from a company that lacks a service culture. In addition, it will draw from a variety of sources to affirm the need for companies to create a service culture. Finally it will recommend changes that a company may implement to improve their own service culture. The following scenario takes place in a restaurant, one of the most customer-service orientated businesses in all industries: The customer experienced pangs of hunger indicating to her a desire for lunch, as she and her companion strolled past Chantilly’s Coffee Lounge, they were attracted to the warm and refined atmosphere that it exuded. Undoubtedly this was due to the excellent décor that combined dark wood, cream walls and cheerful lighting of a warm yellow. However as they entered they waited 10 minutes to be seated which was disappointing as the café was not at full capacity. As they were seated, they found there was only one menu on the table for two, and they expected the waitress to bring them another menu. Unfortunately this did not occur and eventually requested another menu. As they perused the menu they were...
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...Gaining a Competitive Advantage through Agile Service Management and Operations Changing Business Models The Communication Service Provider (CSP) market is characterized by vertically integrated players with end-to-end ownership of network, operations and consumer businesses. In the near future, the communications industry landscape is expected to change and become a mosaic of specialized service providers pursing varying business models. This is the result of stagnating voice/data revenues, explosive growth in consumer content, rising demand for XaaS (Anything as a Service) among Small and Medium Businesses, and the emergence of new OTT (over the top) players. CSPs have been weighing changes in their business models for the past decade, and have been evaluating options for expanding their reach up the value chain by providing select content services (walled garden model), leveraging their network and data centers to deliver a user experience superior to content service providers (open garden model), or remain focused on being a bandwidth and capacity provider (utility model). While Tier 1 CSPs such as AT&T and Verizon will likely end up experimenting with all of these business models (depending on their lines of services), the tier 2 and tier 3 CSPs will likely have to make choices between the open garden and the utility model, and implement their strategies to remain competitive. A recent survey conducted by the TM forum in May 2011 indicates that 52% of CSPs would consider...
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...Service Operations Management (SOM) **Some of my notes are taken from previous MSE/STS notes & Google so don’t worry if you can’t find it in your 6P/RR ** PROBLEM 1 Services Producing Industries: * Wholesale and Retail Trade * Transport and Storage * Accommodation and F&B Services * Information and Communications * Finance & Insurance * Business Services * Other services industries Business Excellence Framework and Awards: Companies known for service excellence: E.g. MacDonalds, Ritz Carlton, CPF, NLB, OCBC, SIA Quality Award (SQA): | Organization’s attainment of world-class standards of performance excellence | People Excellence Award (PEA) | The PE Award recognizes and celebrates organisations whose outstanding people management capability has contributed significantly to business excellence. | Innovation Award (I-Award) | The I-Award recognizes and celebrates organisations whose outstanding innovation capability development approach has contributed significantly to business excellence. | Service Excellence Award | The Service Excellence Award is the highest accolade for service excellence. It recognizes the best of the best with a total approach to developing their service capability to enhance service leadership, service agility, customer delight, and customer experience.Benefits: * Organization will be able to use Service Excellence Award logo on all its materials as marketing tool. (Leveraging on the service...
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...Services Management Introduction FALL 2006 Why study Services? • Service-based economies • Service as a business imperative in manufacturing and IT • Deregulated industries and professional service needs • Services marketing/management is different • Service equals profits – follow the money • It’s where the jobs are!!! Introduction to Services • Explain what services are and identify important trends in services. • Explain the need for special services management concepts and practices and why the need has developed and is accelerating. • Explore the profound impact of technology on service. • Outline the basic differences between goods and services and the resulting challenges and opportunities for service businesses. • Introduce the services variables and the philosophy of customer focus, as powerful frameworks and themes for managing services. Service Definitions • Services are deeds, processes, and performances. Valarie Zeithaml & Mary Jo Bitner • A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer. James Fitzsimmons 4 Definition of Service Firms Service enterprises are organizations that facilitate the production and distribution of goods, support other firms in meeting their goals, and add value to our personal lives. Role of Services in our Economy 5 Percent Service Employment for Selected Nations Country United States Canada Israel Japan France Italy Brazil China ...
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...J. Service Science & Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components: back-stage...
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...Financial Services Management Student’s Name: School Name: Introduction The financial services sector comprises an important part of the UK economy. Some of the major industries in the financial services sector include banking, investment and insurance industries. These industries are further segmented into investment and commercial banks, broking firms and building societies. A further inclusion involves independent financial advisors and insurance and re-insurance companies (Kalle, 2009). The financial and professional services industry in the UK is the largest in Europe. The industry employs more that one million professionals. Its approximate contribution to the UK gross domestic product (GDP) is about 12% (Raby, n.d). However, in recent times, the industry has been ravaged by economic downturns. Consequently, pay and job cuts have increased (Kalle, 2009). This report lays focus on the financial services organizations in the UK. A particular interest is expressed towards banks with Barclays PLC being the subject of the study. Barclays Bank was founded in 1690 by John Freame. It was not until 1896 that David Barclay made Barclays a limited company. This was named Barclay & Co. which was recently renamed to Barclays Bank PLC (Ackrill and Hannah, 2001). Barclays PLC has many subsidiaries all over the world. It operates in over 60 countries and employs more than 113,000 people. Collectively, these are referred as the Barclays Group. Barclay group has a large market capitalization...
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...1 SERVICE LEVEL AGREEMENT(SLA) AND SERVICE MANAGEMENT 1.1 DEFINITION A service is a ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. Service management is a business strategy that aims to upgrade the services that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. In order for a service to continous meet customers needs it must be managed this is because technology is always changing so as business environment due to this fact customers need will always vary time to time. The service level agreement can be defined as the contract between the service provider and customer that specifies number of measurable terms describing the quality, perfomance, Availability of the service, priorities,obligation of invloved parties,type of the service provided and mode of provision, The schedule for notification in advance of network changes that may affect users. Most common companies uses Service Level Agreement are in :- Telecommunication companies IT service providers Internet Service Providers (ISP) outsourcing. Most recently,Information System departments in organization has adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the organization) can be measured and justified. The service level agreement...
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...SERVICE DESIGN Assessment of service system at Toyota retail outlet in East London in terms of * Service delivery system * Use of technology in service system * Employees they use Service delivery Find out what is their service delivery method in terms of cross-functionality as against functionality ( is there cooperation between marketing, sales, finance and accounting). Find out the method they use to assess the level of customer satisfaction in terms of( meeting customer requirements, extent of customer involvement in decision making and how customers perceive their service). Find out how they achieve customer contact and choice of staff for front line and back office. How they restore customer trust and belief though service recovery and guarantees. Use of technology What technology and how they use technology to achieve customer contact support for front line staff and back office staff. Find out if they outsource some of their service such as IT maintenance and call centres or have them internal. Employee they use How do they achieve internal service quality though employee retention, employee productivity, employee satisfaction, employee training and development and employee support. PRODUCT DESIGN Assessment of product design at Toyota production plant Assess what strategy they use for new product introduction in terms of Market pull, technology push or Inter-functional view. Assess their product development process in terms of product...
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...March 2014 Module: Service Operations Management Tutor: Martin Beckinsale Acknowledgments The author would like to express appreciation to his tutor Martin Beckinsale for valuable, constructive critique and support during writing this report. Special thanks to Xinzhu Hu for her valuable ideas and comments during the writing progress. Besides, the author would like to take this opportunity to thanks George Kokkinidis and Martin Beckinsale’s passionate lectures. In addition, the author would like to thank the Kimberlin Library for the empirical data. I Summary The rapid development of supermarket industry resulted in fierce competitiveness among various companies. Therefore plenty of companies began to realise the significance of service and have launched a variety of innovative service models in order to gain a competitive advantage in the era of service-oriented. This report started from theories of service concept and service operation management and analysed the supply chain and customer order system of Waitrose, a UK supermarket. This report is aimed at building a new and deeper awareness of customers to Waitrose and help its operation management to be more advanced, more completed and more professional. After researching and analysing, the author found that Waitrose owns a mature and profound supply chain of pig meat. However, Waitrose relies too heavily on its own brands. Key Words: Supermarket, Service concept, Service operation management, Waitrose, supply...
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...The three banks that were researched for their money management services were, Citi Bank, Chase, and Banner Bank. These three institutions gave a wide view of the services that they would be able to provide to a potential customer and how it would best serve their business. Citi Bank states that with their, “cash management products, you can collect payments faster, optimize the timing of payments to suppliers, vendors and employees, and stay on top of your accounts and balances more easily.” This is followed by a wealth of information about the different services that are provided under cash management. They have services that include, speed up receivables that are merchant services, remote check deposit, and business lockbox. Merchant services are a faster alternative to allowing customers to purchase your goods or services. Remote check deposit shows you electronic images of deposited checks with easier reconciliation of discrepancies. Business lockbox allows Citi Bank to receive checks on your behalf and deposit them according to your specific instructions. Their cash management services also include control payments, which are, payroll manager, business credit cards, business debt master cards, wire transfers, controlled disbursement, and business online automated clearing house origination. Payroll manager allows you to quickly and efficiently calculate your businesses payroll so you can pay your employees and file payroll taxes. Business credit cards and the business...
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...Bhagyashree Sood Management of Health services Professor Frank 11/15/2015 Evaluation #2 Managers have a big role to play in the success of a health services organizations. Since managers are the primary people one could reach out for assistance, they have to plan strategically and follow the key concepts and theories which enhances the performances of the organization. Planning and organizing is also a very important aspect in the process of maintaining sustainable relationship between the organizations and the systems external environments (Longest, 422). Strategizing is the basic concept which initializes the different theories that motivates and communicates in the field of health care systems. There are different types of concepts, theories, and leadership motivation that help the organization to stay intact within a working environment. “Planning, in general, is defined as anticipating the future, assessing present information about the organizational direction, programs, and resource deployment” (Longest 424). It is important to focus on planning in any system because it will help with the establishment of important concepts in the future. One such system that follows this pattern is the HSO system, these concepts follow through the other functions in HSO. For example functions such as organizing, staffing, directing, controlling and decision making only comes after the planning process moves ahead. Planning is a very important part of management because it saves...
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...IT Service Specification For EuroNetBank IT Service Specification (Version) 1.0 Prepared by #MY NAME# ENB IT Division #HAND IN DATE# Revision History Name | Date | Reason For Changes | Version Number | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | Contents 1. Introduction 4 Purpose 4 Document Conventions 4 Stakeholders 4 Project Scope 4 References 4 2. Overall Description 5 IT Service Specification 5 Product Features 5 Use Case Diagram 5 Bank Account Management System 6 Use Case: Create new Bank Account 6 Use Case: Transaction 7 Use Case: Generate monthly statement: 7 Credit Card Management System 8 Use Case: Make an application: 8 Use Case: Activate credit card: 8 Use Case: Generate monthly statement: 9 Use Case: Maintain customer personal information: 9 Use Case: Check transaction and statement information: 10 Operating Environment 10 Design and Implementation Constraints 10 User Documentation 10 Assumptions and Dependencies 11 3. System Features 12 4. External Interface Requirements 16 User Interfaces 16 Hardware Interfaces 16 Software Interfaces 16 Communications...
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...Management of Human Services Programs University of Phoenix This paper is in reference to case study 10. This paper will develop one process evaluation measure and one outcome evaluation measure to display the Greenby Community Mental Health Center’s effectiveness and efficiency. This paper will also discuss the scope and purpose of the process evaluation measure and outcome evaluation measure and how they influence the design. The Greenby Community Mental Health Center process evaluation measure suggests the consultation and education department needs to implement the address of the real questionable issue within the organization, and to evaluate the programs being offered through the organization. The questionable issue at the center involves the discontinuance of the consultation and education departments. We understand the organization is facing an issue in regard to required service programs. We also understand the community mental health center has suggested as long as there is a director available the proposed suggestion will work, but doing so will take away workshops that have been instrumental to the program consumers. The implemented design includes dedicating a percentage of each professionals work towards Consultation and Education (Lewis, p. 242). A process evaluation is aimed at enhancing a current program by means of a formative analysis. It can be done anytime to describe and study the conceptualization, planning and implementation of a particular...
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...Principles of Service Management Module Assignment Report [pic] Master International Service Management Yiping Gan 103179 Assessor: Klaes Eringa & Roos Geerinck November 2012 Table of Contents Chapter 1 Introduction 1.1 Company Information..........................................................................................................2 1.2 Mission Statement...............................................................................................................2 1.3 Service concept....................................................................................................................2 1.4 Core and supplementary services........................................................................................3 1.5 Main customers and customers role in service process.......................................................3 1.6 Key service process.............................................................................................................4 Chapter 2 Analyze KLM through literature 2.1 Understanding Customer Requirements..............................................................................6 2.1.1 Listening to customers through research..........................................................................7 Relevant link: Consumer Fraud.................................................................................................8 2.1.2 Building customer relationships.........................
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...When one starts a business it is important for the owner to be present at all times to set the standard of customer service. I believe that customers set a standard of how they would like the businesses to act. They get used to a certain type of service and would expect it when they are there. When owners hand over the business operation to others, it tends to lose the “special quality” it once had. Ways a business could still be”there” but not is by setting up a microphone and camera system where employees deal with customers. They also, can make their computers at work connect with their personal. This is personally how my boss makes sure we are satisfying the consumers needs. If there is a dispute all he has to do is go back and look at the time the video camera and sounds system. This has become helpful in many situations. Also, when we make mistakes at work all he has to do is log onto his computer from home and fix our mistakes and then log back out. When he does this we can see what he is doing. At anytime he is able to log into the computer and see what we are looking at on the computer. There are many different jobs responsibilities one is assigned to in a company. In Coca-Cola Company a financial manager will be in charge of everyone pay checks and cost of supplies. The production and operations manager are in charge of making sure all employees working are doing what they can to get production out the door. The one who is in charge of getting...
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