Service ops mgt Week13_Session1_Services Management

Service ops mgt Week13_Session1_Services Management - Click...

Info iconThis preview shows pages 1–11. Sign up to view the full content.

View Full Document Right Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: Click to edit Master subtitle style Service Operations Management Instructor: Manpreet Hora Office: Room 4252 Phone: 404-385-3465 Email: [email protected] Agenda for Week 13 Session 1 ¡ Schedule for Remaining Classes ¡ WtA ¡ Service Profit Chain Walk-Through-Audit Process Steps ¡ Select service firm and get permission of management ¡ Prepare a first draft of the audit questionnaire ¡ Conduct audit (survey customers and managers) ¡ Analysis of perception gaps between customers and managers ¡ Prepare recommendations and present to WtA Presentation and Report ¡ Groundwork l Company Selection l Survey Draft ¡ Field Work l Survey Administration ¡ Home Work l Results and Analysis Write-Up Customer-Led versus Market-Oriented Philosophies of Management ¡ What is the difference? ¡ Firms may lose market leader position if listen too closely to current customers ¡ Service leadership requires curiosity, risk taking ¡ Customer-led businesses focus on understanding expressed desires of customers in currently served markets Customer-Led versus Market-Oriented Philosophies of Management ¡ Market-oriented businesses commit to understand current/ latent customer desires plus competitors’ plans, capabilities l Scan market more broadly, have longer-term focus l Work closely with lead users (windows to future vs. anchors to past) l Combine traditional research with experimentation, observation Customer-Led versus Market-Oriented Philosophies of Management (Contd.) The Service Profit Chain Loy alty Serv ice Qu alit y Product ivity & Outp ut Qu alit y EMPLOY EES Capa bility Satisfac tion Ser vice Va lu e CUSTOME RS Satisfac tion Loy alty Reven ue Grow th Profitabili ty Operating strategy and service delivery system Servi ce conce pt Target Market Intern al Extern al • Workplace design • Job design • Selection and development • Rewards and recognition • Information and communication • Tools for serving customers Quality and productivity improvements yield higher service quality and lower costs • Lifetime value • Retention • Repeat business • Referral Links in the Service Profit Chain ¡ Customer loyalty drives profitability and growth ¡ Customer satisfaction drives customer loyalty ¡ Value drives customer satisfaction ¡ Employee productivity and retention drive value ¡ Employee loyalty drives productivity ¡ Employee satisfaction drives loyalty and productivity ¡ Internal quality drives employee satisfaction ¡ Top management leadership underlies chain’s success The Service Profit Chain Loy alty Serv ice Qu alit y Product ivity & Outp ut Qu alit y EMPLOY EES Capa bility Satisfac tion Ser vice Va lu e CUSTOME RS Satisfac tion Loy alty Reven ue Grow th Profitabili ty Operating strategy and service delivery system Servi ce conce pt Target Market...
View Full Document

This note was uploaded on 01/25/2011 for the course MGT 4803 taught by Professor Staff during the Spring '08 term at Georgia Institute of Technology.

Page1 / 46

Service ops mgt Week13_Session1_Services Management - Click...

This preview shows document pages 1 - 11. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online