Premium Essay

Field Service Management

In: Business and Management

Submitted By sabz
Words 301
Pages 2
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 design approach is it (sequential or concurrent, functional or cross functional).
Assess if there is collaboration with customers and suppliers (customer inputs to new product design, use of suppliers expertise and advises)
Assess their function deployment in terms of( Market target, customer attributes)
Assess how they achieve product value analysis in terms of (product feature,...

Similar Documents

Premium Essay

Sms Model

...SMS Model, a Service Management System The SMS model is invented by Richard Norman and it illustrates a Service Management System consisting of five elements closely connected together. None of the elements can be viewed uniquely. You may even consider the arrows as glue. However, for the sole purpose of explaining each of the elements they are separated below. Service Management System by Richard Norman (1972) John Wiley & Sons, edition 1 page 58 The Market Segment: Consists of both existing customers and potential customers. The Service Concept: Are the benefits (service package) offered to the client as well as the efforts of how benefits are designed, marketed, delivered and perceived both by the client, by the employee and by others. The Image: The information tool whereby management can influence staff, clients and other stakeholders. The Culture and Philosophy: Are the overall principles of how the social process leading to the delivery of the service benefits are controlled, maintained and developed long term. The Delivery System: Is a triad consisting of personnel, client and the technical and physical support. * Personnel: As a service is co-produced together with the client, the personnel’s appearance, education, training and attitude matter greatly to the quality of the entire service. * Client: Equally as the client contributes to the service they are receiving their role is vital to the quality of the outcome. ......

Words: 257 - Pages: 2

Premium Essay

Tft2 Task 3 Sla Review

...Modification and Justification of SLA Finman Acount Management, LLC, Datanal, Inc., and Minertek, Inc. Recommendations Background and Rationale The physical protection of Finman’s data will need to be protected by proper configuration and setup of data network infrastructure. Both thirds parties will need to ensure ACL systems are set and configured to ensure access and data flow is running properly. There is to be granted access to only privilege user’s assigned and agreed upon. Authentication and authorization is to be set in place to ensure protection with Finman’s data resources along with network resources. Authentication and authorization can be applied by enforcing Group Polices. Each third party will need to have proper verification set in place otherwise known as Third Party Verification (TPV). TPV will provide both parties to meet industry standards such as Federal Communication Commission and Federal Trade Commission. Backup solutions for data storage will need to be set in place to ensure integrity of Finman’s data and meets industry standards.   Statement of Intent Auditing, encryption and threat management will need to be set in place to ensure no misuse of Finman’s resources are allowed. IT Security Management guidelines will need to be followed to ensure customers are educated and no misuse or abuse to Finman’s IT services or resources are allowed. Finman’s Intellectual property such as patents, copyrights, and trademarks are to be protected by......

Words: 452 - Pages: 2

Free Essay

Project Governance

...benchmarks 15. Compliance with internal policies • Number of incidents related to non-compliance to policy • Percent of stakeholders who understand policies • Percent of policies supported by effective standards and working practices P121 P23 of itil 3 vs cobit 4.1 COBIT 5 COBIT 5 provides a comprehensive framework that assists enterprises to achieve their goals and deliver value through effective governance and management of enterprise IT. •COBIT 5 helps enterprises to create optimal value from IT by maintaining a balance between realising benefits and optimising risk levels and resource use. 5 Principles to build an effective framework to practise governance: Meeting stakeholder needs Covering the Enterprise End to end Applying a single integrated framework Enabling a holistic approach Separating governance from Management 7 Enablers to optimise information and technology investments and minimize IT risks Principles, Policies and framework Processes Organisation structure Culture, ethics and behaviour Information Services, infrastructure and applications People, skills and competencies ITIL ITIL provides a consistent, and coherent framework of best practices for ITSM and related processes, which promotes a quality approach for...

Words: 419 - Pages: 2

Premium Essay

Term Paper Sample

...able to access the EHR system. HIPAA has included provision in the Security Rule that allows for remote access, but with certain limitations. I have included provision that restricts remote access based on Job Role and Job Necessity(ISO 27002:2005, 7.1.1), and restricted to assets that are owned by the hospital which have enhanced security (ISO 27002:2005, 7.1.1) (NIST, 164.312(a)(1))(ISO 27002:2005, 11.4.2). The Application Deployment policy aims to close security loop holes that appear to have been open for months before the EHR system was even deployed. There were no check on accounts when importing, and no alerts when permissions were escalated. Some of the key standards that I see as aiding in creating this policy is better change management   (ISO 27002:2005, 10.1.2) (NIST, 164.308(a)(5)(ii)), operating system auditing after patching (ISO 27002:2005, 12.5.2), a better separation of development systems   (ISO 27002:2005, 10.1.4)(ISO 27002:2005, 11.4.5)(ISO 27002:2005, 12.4.2), and better security on the production system   (NIST, 164.312(a)(1))(NIST, 164.308(a)(5)(ii)(D)). The Routine Maintenance policy aims to take care of the...

Words: 1204 - Pages: 5

Premium Essay

Itil Service Strategy

...Service Strategy Meghna B. Patel Illinois Institute of Technology, Chicago Service Strategy ITIL (Information Technology Infrastructure Library) framework is considered as a set of best practices for IT Service Management (ITSM). This framework is widely used by many IT service providers to deliver quality IT services that adds value to customer and aims at attaining the business objectives. It consists of different processes and functions which are divided among five stages of service life cycle. Service Strategy is the first stage in this life cycle. “ITIL Service Strategy provides guidance on how to view service management not only as an organizational capability but as a strategic asset” (Cannon, 2011). It helps in designing, development and implementation of IT services that aligns with the business strategy and thus allowing service providers to think and act in a strategic manner. Service Strategy Principles Utility and Warranty Value of service consists of two components: Utility (fitness for purpose) and Warranty (fitness for use). According to Cannon (2011), Utility is the functionality offered by a product or service to meet a particular need. It refers to those characteristics of a service that contribute to tasks associated with achieving business outcomes. It is used to improve performance of these tasks and/or to remove constraints that prevent the task from being carried out sufficiently. Warranty is an assurance that a product or service will meet its......

Words: 1575 - Pages: 7

Premium Essay

Commonalities and Successes Paper

...Commonalities and Success Commonalities and Successes Human service organizations are unique from other general businesses. Yes, they both provide services to others, but what makes Human Service agencies different is that they offer help with social development for an individual. Human service organizations provide resources such as therapy, counseling, education and training. Human service programs provide direct and indirect services for people who need help for their well-being. Central Focus of all Human Service Programs In Human Service programs individuals can find that their central focus of an agency focuses on seven categories, planning, designing, developing human resources, supervising, managing finances, monitoring and evaluating. These seven are the major components that are followed. Planning is the development of a strategy with goals for the client in need. Designing is the component where a human service provider coordinates the plan and resources that will be necessary. Then there is developing human resources stage where the caseworker makes sure that the client has access to programs that will help their productivity in reaching their goals. By making sure to connect the client and resources with actual service providers, the client will be supervising in their best interest. The case worker also manages financing, where he/she makes sure to provide the finances that the client will need to reach their goals. The case worker is also...

Words: 594 - Pages: 3

Premium Essay

Towards an Integrated Model of Customer Service Skills and Customer Loyalty Mobile

...International Journal of Commerce and Management Emerald Article: Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction Amjad A. Abu-ELSamen, Mamoun N. Akroush, Fayez M. Al-Khawaldeh, Motteh S. Al-Shibly Article information: To cite this document: Amjad A. Abu-ELSamen, Mamoun N. Akroush, Fayez M. Al-Khawaldeh, Motteh S. Al-Shibly, (2011),"Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction", International Journal of Commerce and Management, Vol. 21 Iss: 4 pp. 349 - 380 Permanent link to this document: http://dx.doi.org/10.1108/10569211111189365 Downloaded on: 31-03-2012 References: This document contains references to 129 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 404 times. Access to this document was granted through an Emerald subscription provided by GERMAN JORDANIAN UNIVERSITY For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Additional help for authors is available for Emerald subscribers. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com With over forty years' experience, Emerald Group Publishing is a leading independent......

Words: 15964 - Pages: 64

Premium Essay

Service Management

...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......

Words: 1736 - Pages: 7

Premium Essay

Recommendation

...CONCLUSION AND RECOMMENDATION The beauty-care service industry is now booming. As a business, as well as an opportunity, this sector already started to contribute in the economic growth. Along with the increase of disposable income, the expenditure of the customers in this sector significantly increases. Today beauty care service is not just a luxury, it is a necessity. Along with this growing significance, the issues of service quality and customer satisfaction have also become burning questions. The findings of the study indicated that, when choosing a specific parlor, the customer gave importance to the service provider’s behavior and knowledge, the environment of the parlor, counseling facilities and information-dissemination system, and affordability. This article also reveals that custom-ers of the high-end parlors were highly satisfied with the environment, the executive’s behavior, the complaint-handling system and trustworthiness. The use of materials, service provider’s behavior, executive’s knowledge level, safety and hygiene issues were also satisfactory. Though the customers were to some extent accepting of such factors as service accuracy, understanding customers’ need, prompt service and accessibility, there was still room for improvement. The findings of the study indicated that the common service-quality variables that were creating customer satisfac-tion could be categorized into four broad groups; these are Support & Facility Factor, Employee...

Words: 822 - Pages: 4

Premium Essay

Customer Satisfaction in Banks

...htm Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan Anber Abraheem Shlash Mohammad Assistant Professor, Marketing Department Petra University, Jordan, B.O.Box: 961343, Amman 11196-Jordan E-mail: mohammad197119@yahoo.com Shireen Yaseen Mohammad Alhamadani Assistant Professor, Finance and Banking Department Petra University, Jordan Abstract The aim of this research was to examine the level of service quality as perceived by customers of commercial bank working in Jordan and it's effect customer satisfaction, Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID (Acity of Jordan ). Multiple regression analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that managers and decision makers in Jordanian commercial banks to seek and improve the elements of service quality that make the most significant contributions on customer satisfaction Keywords: Service......

Words: 7311 - Pages: 30

Premium Essay

Research Chapter 3

...expanding at a rate of 15-20 new restaurants annually. McDonald’s Malaysia and our franchisees employ more than 8000 locals with 150 support staff at its headquarters. McDonald’s Malaysia operates under the Asia Pacific, Middle East and Africa (APMEA) group of McDonald’s Corporation. McDonald’s Malaysia is fully own by McDonald’s Corporation and the restaurants throughout Malaysia are either operated by Golden Arches restaurant Sdn. Bhd. (GARSB) or franchisees. BROAD PROBLEM AREA Our broad problem area is focused on observing and focusing on the situation that occurs in McDonald’s. We had observe that the problem, currently exist in the management and service itself. For example, the way the manager admonish their employee in inappropriate ways in front the customer will affect the workers emotion that will lead to a bad service. In diagnosing the McDonald's organization, the first issue we will examine is their company goals. McDonald's has a goal of one hundred percent total customer satisfaction. However, they do realize that this goal is not always attainable. Therefore, if for any reason they do not meet that goal, they will do whatever it takes to correct their mistake....

Words: 3714 - Pages: 15

Premium Essay

Hierarchical Service Quality Model

...Relationship between Service Quality and Customer Satisfaction In the case of CCG (Customer Centric Group) CO Ali Dehghan Luleå University of Technology Master Thesis, Continuation Courses Marketing and e-commerce Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2006:56 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--06/56--SE Relationship between service quality and customer satisfaction: In the case of CCG( Customer Centric Group) CO Supervisors: Dr.Albadvi , Dr.Khalifa Referee: Dr.Charsoghi Prepared by: Ali Dehghan Tarbiat Modares University Faculty of Engineering Department Industrial Engineering Lulea University of Technology Department of Business Administration and Social Sciences Division of Industrial Marketing and E-Commerce MSc PROGRAM IN MARKETING AND ELECTRONIC COMMERCE Joint 2006 1 ABSTRACT RELATIONSHIP BETWEEN SERVICE QUALITY & CUSTOMER SATISFACTION: IN THE CASE OF CCG (CUSTOMER CENTRIC GROUP) CO These days all the organizations are realizing the significance of customer –centered philosophies .One of the key challenges of them is how they manage service quality, which holds a great importance to customer satisfaction. The purpose of this research was to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on a detailed literature review, a frame of reference was developed. Some service......

Words: 26711 - Pages: 107

Premium Essay

Customer Complaint Behaviour

...BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS A report prepared for the Australian Communications and Media Authority (ACMA) in connection with the public inquiry “Reconnecting the Customer” by Dr Patrick Xavier* Adjunct Professor of Economics & Finance, Curtin University Business School. May 2011 * Dr Patrick Xavier BEc (Hons), M.A., M.Ec, PhD is Director of Info-Comm Strategies and Adjunct Professor of Economics, Curtin Business School, Curtin University of Technology, Australia. Dr Xavier has published widely and has had extensive experience as a consultant to national and international agencies on regulatory reform in the (tele)communications sector, including the OECD, ITU, World Bank and APEC. He was part of the OECD’s regulatory reform team that visited a range of countries to advise on regulatory reform in major industrialised and emergent economies. He has undertaken work in Hong Kong and in a range of developing countries, including Lao PDR, Romania, Armenia, Vietnam, Pakistan, Pacific Islands, Thailand, Bhutan and China. He can be contacted at: poxavier@gmail.com Disclaimer. The views in this report are those of the author and do not necessarily reflect the views of the ACMA. © BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS Executive summary 4 1. INTRODUCTION 10 1.1 Purpose of this report 10 1.2 Customer complaints in the telecommunications sector 11 1.3......

Words: 53188 - Pages: 213

Premium Essay

Behavioural Economics and Customer Complaints

...BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS A report prepared for the Australian Communications and Media Authority (ACMA) in connection with the public inquiry “Reconnecting the Customer” by Dr Patrick Xavier* Adjunct Professor of Economics & Finance, Curtin University Business School. May 2011 * Dr Patrick Xavier BEc (Hons), M.A., M.Ec, PhD is Director of Info-Comm Strategies and Adjunct Professor of Economics, Curtin Business School, Curtin University of Technology, Australia. Dr Xavier has published widely and has had extensive experience as a consultant to national and international agencies on regulatory reform in the (tele)communications sector, including the OECD, ITU, World Bank and APEC. He was part of the OECD’s regulatory reform team that visited a range of countries to advise on regulatory reform in major industrialised and emergent economies. He has undertaken work in Hong Kong and in a range of developing countries, including Lao PDR, Romania, Armenia, Vietnam, Pakistan, Pacific Islands, Thailand, Bhutan and China. He can be contacted at: poxavier@gmail.com Disclaimer. The views in this report are those of the author and do not necessarily reflect the views of the ACMA. © BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS Executive summary 4 1. INTRODUCTION 10 1.1 Purpose of this report 10 1.2 Customer complaints in the...

Words: 24011 - Pages: 97

Premium Essay

Cloud Computing Effects on Helpdesk

...nearly every conceivable aspect. From home computing, to huge global corporations, Clouds have become not only a benefit, but a standard in today’s world. Services such as data hosting, application access, branch caching, SaaS, security and maintenance, and more every day thanks to the relative ease with which anyone can access development resources. There is no question that cloud services are gaining momentum in many sectors. One of the interesting aspects of the uptake in cloud services is the number of small organizations that are moving to cloud services. Traditionally, IT innovations have seen early adopters in large organizations where economies of scale can help justify the initial cost of a new technology. Small organizations have typically been late adopters as they wait for the players to consolidate and technologies to become mainstream. Not so with cloud services. The fastest growing segment is small business. The most immediate implication is for small outsourcing and managed service providers. The value-add that they provide is eroded significantly when compared with cloud services. As larger organizations providing cloud-based solutions attract more small business customers, small IT shops will lose customers, margin, and traditional service opportunities. Until recently, the adoption of true IT-as-a-Service was hindered by a number of factors. Despite the introduction of operating frameworks such as ITIL, technological and organizational barriers......

Words: 823 - Pages: 4