...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 agreed...
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...Developing Global Strategies for Service Businesses. Author: Lovelock, Christopher H. Yip, George S. Source: California Management Review. 38(2): 64-86. 1996 Winter. Abstract A study provides a framework for developing global strategies for service businesses. It integrates existing, separate frameworks on globalization and on service businesses, analyzes how the distinctive characteristics of service businesses affect globalization and which do not. It then applies the new framework to numerous industry and company examples, with particular emphasis on the role of information technology. Full Text How do the distinctive characteristics of service businesses affect globalization and the use of global strategy? This is a crucial question for managers in numerous industries. Not only are services continuing to grow rapidly in domestic economies, but international trade in services is increasing, too. The United States, like some other developed countries, has a trade surplus in services that helps offset the deficit in merchandise trade. In contrast, Japan has been much less successful in internationalizing its service businesses.1 So it is essential to national competitiveness that governments, as well as companies, achieve a better understanding of how to develop effective global strategies for different types of service businesses. Most research to date has focused either on why and how service firms internationalize or on different modes of internationalization.2 In...
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...Malachi McCormick Health Care Organization's Service Strategy HLTH310 20 October 2013 Here at Wynnthorpe we believe in an overall healthcare experience. A patient’s healthcare experience with us begins before they even walk into the hospital and reaches past the process of discharge. Patients form their own views on the hospital at every step along the way. By taking the best systematic approach to satisfying and providing quality care to a patient is the key to having a successful organization. By observing other companies we have understood that self-service technology is playing a very important role in a costumer’s experience. This type of technology would be used for routine interactions. For emergencies patients will still receive 1st response care. However we believe that allowing patient’s to take some parts of their healthcare into their own hands empowers them in a way. Letting them know that we at Wynnthrope wont overwhelm them with all the simple practicalities that they (if they so choose) can handle themselves. Our employees will be well versed in customer care. Upon patient arrival for care or just questions employees will be inviting and helpful. By having happy employees to help our patients this will help to create a healing environment. Of course when asked about their jobs our employees will harp on all the good things that their jobs provide. Others will see how happy their jobs keep them and will look into our organization more. The...
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...done so a complete picture of the industry could be understood. External analysis: Determinants of threat of new competitors: The global express transportation and logistic industry has a very high barrier to entry because it requires enormous capital resources, economies of scale and brand identity. Large firms have a cost and performance advantage in the industry. All of the established firms had a very strong foothold in the global market as they have established brand identities. There are economies of scale in the industry: firms have to be big enough to provide services in many countries. Also firms have to be big enough to achieve cost saving and to make profit. It is extreemly hard or almost impossible for a new competitor to enter the industry. Currently there is no substantial differentiation in products and services among competing firms in the industry. All of the firms provide similar service such as...
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...CHAPTER 15 CUSTOMER SERVICE, PRODUCT AND DISTRIBUTION STRATEGIES To be successful in the long run , small firms must develop and maintain loyal customers, as it costs for more to replace than keep one. There are three basic beliefs that forms the foundation of customer loyalty: 1. Superior customer service creates customer satisfaction 2. customer’s satisfaction produces customer loyalty 3. Small firms possess great potential for providing superior customer service Failure to emphasis customer service jeopardizes the attainment of customer satisfaction and customer loyalty. I. Components of Customer Satisfaction According to Thomas Jones and W. Earl Sasser Jr., in an article entitled “why satisfied customers Defect, “ (Harvard Business Review, Vol. 73, No. 6, Nov.-Dec. 1995, p. 90), there are four major elements that lead to satisfaction: 1. The most basic benefits of the product or service – the elements that customers expect all competitors to deliver. 2. General support services, such as customer assistance. 3. A recovery process for counteracting bad experiences. 4. Extraordinary services that excel in meeting customers’ preferences and make the product or service seem customized. Extraordinary service is the ingredient that small firms are in a unique position to offer. The following are ways to develop extraordinary services: 1. Naming names: Nothing is more well received than individual personalized attention. Besides courteous and...
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...IJCSI International Journal of Computer Science Issues, Vol. 9, Issue 3, No 2, May 2012 ISSN (Online): 1694-0814 www.IJCSI.org 99 The Influence of Service Recovery Strategies on Word Of Mouth: Views of Mobile Phone Users Samsudin Wahab and Nor Sabrina Norizan Center of Applied Management Studies Faculty of Business Management, Universiti Teknologi MARA 42300 Puncak Alam, Selangor Abstract This study explores the relationship between perceived customer dimensions of justice and word of mouth among the selected university students in mobile phone usage. The respondent used for this study was 500 business students of Malaysian university students located in Kelang Valley. Out of 327 questionnaires distributed, there were 181 complainants. Dimensions of justice act as an independent variable consisted of procedural, interactional and distributional justice. In order to determine the relationship between dimensions of justice and customer satisfaction the researcher used multiple regressions. The result showed that distributional justice and interactional justice as a significant unique contribution to the prediction of customer word of mouth. Further research should be carried out to identify the other factors of service recovery strategies that will help in increasing the customer satisfaction towards the organization. As this research was conducted in the telecommunication sector, it would be appropriate if further research can investigate if customers from the other...
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...Assignment #3: Marketing Strategy for Services Aurora Morrison Marketing Management – MKT 500 Dr. Stephen R. Hiatt February 18, 2010 Marketing Strategy for Services Target Market(s) and Segment Determination. When considering the target market for a particular product or service, one should take into consideration market segmentation. Market segmentation’s process “is an intuitively appealing process” (Winer, 2007) that aids in finding segments of the market of interest for a firm’s product. Moreover, market segmentation guides, and helps develop products specifically for particular markets that are being targeted. (Winer, 2007) However, when describing the target market(s) for products and services a firm should first be aware of certain aspects of the marketing segments. For instance, what is the marketing segment size? Are there a significant number of customers for the product or service? Will there be significant sales revenue that will become a potential profit in the market segment? Thus, begging the question of: is the market segment even worth targeting? Other aspects must also be taken into consideration when aiming for a target market; such as, the targeted market’s growth rate. Here, marketing managers would certainly opt for a growing market...
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...Common human service strategies: Human service providers learn many strategies in their field of work. The following are some examples: 1. evaluating a person with a through psychological assessment 2. determining the nature and level of intervention needed 3. meeting the needs of patient and family members 4. evaluating the patient and considering age appropriate placement into a facility. 5. determining whether the person is beyond spouses caregiving ability. 6. Determining whether further care will be required after patient progresses Footnotes: Human services intervention strategies are many. Even after a patient has progressed, the services go further to ensure that patients can continue to get better even after they have been released to return to their home or placed in a residential facility. (picture by allpsychology.com). Other Human Service strategies include the following: 1. Placing a patient in residential facility 2. Contracting a home-health care provider or agency 3. Utilizing a day respite center depending on illness 4. Assisting the patient and family for government assistance such as Medicare 5. if there are mental health issues an intervention for medication might be in order Footnotes: These are only a few of the strategies used by human service workers. Depending on the patient and the level of care needed, the human service worker will determine what route to take for the best care of the patient to ensure...
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...STEP I I want to gain marketing insights and learn about new marketing strategies from a data-driven company. I think marketing and strategy is an integral part of any business today, so it takes everything from the scratch to execution, without a marketing strategy, a product can never be a success. Also during my undergrad studies, I came across a course known as entrepreneurship management, which generated a spark in me to learn more about marketing management and strategy. Although having a limited internship experience in data driven marketing, it would be a great opportunity for me to learn something about strategies for different customer segments and analysis of various markets through the marketing courses in my MBA curriculum and apply it to real life situations. STEP II My dream industry would be a company which is dealing in data driven marketing strategies in the sectors of health care consulting and energy auditing. To be precise, I want a job in a data driven marketing industry. STEP III: The job titles for which I would be eligible after I graduate from IIT Stuart school of Business as an MBA in Marketing and Business Analytics would be-: * Marketing/ Marketing Research Analyst * Business Development Executive * Marketing sales Representative * Marketing Account Executive * Business Analyst All these job titles match up my field of interest i.e. marketing. Also When I visited networking events, specifically the ‘Microsoft mixer’...
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...two articles about Castle Press and New Town Council and develop a presentation for the following questions 1. How do strategies come about in organizations? a. What is the strategy process at New Town Council? b. What is the strategy process at Castle Press? 2. What influences the process of strategy development? c. Why is the strategy development process at New Town as it is? d. Why is the strategy development process at Castle Press as it is? 3. What are the main differences/similarities in the strategy development process between the two cases? 4. Why do these differences exist? For example, the Chief Executive at New Town is not entirely happy with the process of strategy development in his organization, he would like to change it. a. What options are attractive to him and his team? b. Why? Is a different process feasible and if so, how could he manage such a change? http://prezi.com/bnancbnwz5u_/new-town-council/ Introduction: New Town Council The New Town Council formed one part of a two-tier system of local government responsible for the provision of services within a geographical area of UK for environmental health, housing, planning, recreational facilities and refuse collection; the other part was the county council which responsibility is for school education, tire and police services, highways and social care. New Town Council grew up alongside New Town as it was built on its green field site in the 1970s...
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...Formulating a Market Strategy BY REX STEWART #006 AUGUST - SEPTEMBER - 1986 In the previous article, we talked primarily about tools to determine your market niche and ways to utilize these tools in gathering information to determine your store's market position. With this information gathered, what do we do with it? On the board level, it should be utilized to formulate a strategic plan or to review an already existing plan. More importantly, on the staff level, the information gathered is the basis for an operational marketing strategy. A marketing strategy should be used as a working paper that guides the store's operations for the next 1-2 years. The format of a marketing strategy has three sections: 1. basic assumptions -- based on survey results and past planning processes; 2. strategic goals -- goals for growth and fiscal health of the co-op; 3. achieving goals -- operational ideas for changes that will alter the perception of the storefront by the public to conform to the strategic goals. (An advertising strategy, to be discussed in our next column, is a result of the marketing strategy and needs to be treated as a separate document. A market strategy creates the product to be advertised; the advertising strategy defines the markets to be advertised in and the media vehicles to be used.) As mentioned earlier, it is important that corporate goals are established through a strategic planning process before an operational marketing strategy can be written. These...
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...required to develop and implement various strategies to deal with emerging issues in the business environment. Trends in the external and internal environment of the organization demand development of new strategies for the organization in order to ensure that the business remains viable. The strategic choice of the organization is critical for the achievement of both short term and long term goals of the organization. Organizational leaders and analysts must therefore conduct a thorough evaluation of various strategic alternatives by analyzing the risks involved, organizational capabilities, external environment, and whether the strategies form a good fit with the objectives and values of the organization. (Peng and Dess, 2013) A good strategy will ensure that the organization operates at its maximum potential and achieves exemplary performance. The strategic approach that the organization adopts will however depend on the organizational culture, organizational structure and leadership style. (Abu-Jarour, 2014) The bottom line is that organizations will design strategic plans that seek to improve customer satisfaction and service quality, gain competitive advantage, improve business processes, attract and retain employees and manage their costs. Strategic Alternatives In developing and adopting a strategic choice, an organization has to put into consideration various strategic alternatives that are crucial in making a decision on which strategy to adopt. An important step in this...
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...CEO, he demanded that business unit heads present their proposed strategies in no more than a few slides. Executives who failed to meet Reed’s exacting standards for brevity met with his unconcealed displeasure. And if it happened too often, they ran the risk of being left out of the loop on future strategy sessions. Many leaders share Reed’s obsession with the big picture, yet our research shows that few companies actually have a clear strategic vision. The problem, we believe, stems from the strategic-planning process itself. The process usually involves the preparation of a large document—culled from a mishmash of data provided by people from various parts of the organization who often have conflicting agendas and poor communication. The report typically begins with a lengthy description of the industry and the competitive situation. There follows a discussion of how to increase market share here and there, capture new segments, or cut costs, which leads to an outline of numerous goals and initiatives. A full budget is almost invariably attached, as are lavish graphs and a surfeit of spreadsheets. No wonder so few strategic plans turn into action; executives are paralyzed by the muddle. But it doesn’t have to be that way. We suggest an alternative approach to strategic planning, based not on preparing a document but on drawing a picture we call a “strategy canvas.” This approach consistently produces strategies that are easy to understand and communicate, that engage more people...
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...business started as a barbershop, but grew into a full-scale hair salon. Recently, there has been a request for UMUC Haircuts to provide additional services from loyal customers, while businesses that could threaten Myra’s shop have been popping up in the local area. As a Systems Analyst, a look will be taken to determine how Myra can improve her business, improve business processes and allow UMUC Haircuts to maintain a competitive advantage over local rivalries. II. Five Forces Analysis a. Buyer Power i. The power that a customer and buyer has is high because without customers there is no business. It is strong when the customer has many options for services they are looking to receive. When the buyer power is low, the customer doesn’t have many option s and will pay what the current price is for the product. Right now buyer power is medium for UMUC haircuts since there is beginning to be competition in the area. With new competition opening up in the area, this could affect the competitive advantage in buyer’s power for UMUC Haircuts. If not addressed, it can have a negative impact on UMUC Haircuts and should affect Myra’s Cost Leadership strategy. b. Supplier Power ii. This is an extremely important aspect of the business as customers wants quality products just as much as they want quality service. It is essential that Myra makes herself knowledgeable on inventory maintenance or bring in someone that is capable. It is also vital to establish...
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...Sept.14 : Chapter 1 Introduction to Strategic Management Monday, September 14, 2015 11:32 AM Why is strategy important? • Because it leads the organization in the right direction to achieve its goals and objectives.( performance) • It outlines the means by which a company intends to create unique value for customers a other important stakeholders • If forces managers to think holistically ad dynamically about what the company does and those activities consistently attract customers over competitors • Compared to a rudder and a ship. • It is the ability to see 5-‐ 10 years down the road • Its all the competitive moves that the company engages in order to win over customers • Senior management is responsible for strategy ○ Business policy : is a concern about strategy that preoccupy their minds Health care is the number 1 growth engine Conglomerates : are companies having portfolio of business in unrelated industries Three critical questions...
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